V2 Rubric Detail — 686a960a-7565-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 15:56
Duration
7m 36s
Contact
April Lopuch
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135507
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA6900

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall10.7% (-45.3)

V2 Grader Summary

The agent identified the router as out‑of‑warranty but provided no troubleshooting, no clear next steps, and no escalation. The interaction lacked structured guidance, empathy, and effort to resolve the connectivity problem, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports EA6900 intermittent disconnects and overheating; router out of warranty. Advised to replace unit.

Troubleshooting Steps
  • Verified model number (EA6900)
  • Collected serial number
  • Checked warranty status in system
Key Observations
  • Agent did not perform any technical troubleshooting beyond warranty verification.
  • No checks of WAN connection, firmware version, or power‑cycle results were made.
  • Agent provided only a generic recommendation to replace the router without confirming the hardware fault.
  • Communication was poor: excessive filler ('uh huh' 15+ times), lack of empathy, and failure to summarize or structure the call.
  • No self-help steps, KB references, or diagnostic guidance were offered despite the customer seeking troubleshooting advice.
Positive Highlights
  • Accurately identified the router model and serial number.
  • Clearly communicated the out‑of‑warranty status and set expectations.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for intermittent connectivity (no WAN status check, no firmware check, no power‑cycle verification).
  • Did not offer any self‑help steps, KB references, or diagnostic guidance (e.g., universal_wifi_drops_after_change.md or universal_speed_below_plan.md could have provided relevant troubleshooting steps).
  • Excessive filler and lack of clear empathy or summarization (e.g., [04:00] 'uh huh' repeated 15+ times).
  • Did not confirm or validate the customer's reported issue beyond surface-level acknowledgment, missing an opportunity to provide value even for an out-of-warranty device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only suggested buying a new router; no fix was provided for the intermittent connectivity.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked for serial/model but did not perform any troubleshooting steps (power‑cycle, WAN check, firmware status, etc.).
R3 Not Met Correct resolution path conf 94%
Agent identified the device as out‑of‑warranty and recommended replacement, but did not attempt best‑effort troubleshooting required for OOW cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only if the reset button was pressed; no systematic questioning about symptoms, timing, or network configuration.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use any diagnostic tools, logs, or KB references that would be appropriate for this connectivity issue.
T3 Partially Met No misinformation conf 92%
Agent correctly identified the EA6900 as an older model, but claimed that 'troubleshooting might not work anymore' because it is first-generation, which is not a fact supported by the provided KB. The KB provides troubleshooting for EA series routers (e.g., universal_qos_bandwidth.md, universal_firmware_update.md).
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structured transitions; long filler sections and no clear direction.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite language and basic questions but did not verify customer understanding or adjust language for the customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a record but then handed the customer off to a purchase suggestion without further effort; no ownership of solving the problem.
O2 Not Met Proactive follow-through conf 96%
No concrete next steps, timelines, or follow‑up commitments were given beyond a vague suggestion to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized once (“I do apologize for your experience”) but offered no deeper empathy for the repeated outages or overheating concern.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt tone or pace; used long filler repetitions and did not check comprehension.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial/model information and the agent asked for the same details multiple times, adding unnecessary effort.
Call Transcript16 turns · 16 lines
Speaker 1
Welcome to... Hi, my internet has been going off and I called spectrum and they checked everything and they think it's my router and I have a [silence]
00:00
Speaker 2
Welcome to Lynxus support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynxus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on the issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? Mhm.
00:00
Speaker 1
I'll link this router. I was just wondering if, um, if there's anything you would ask me to try to do. It's on right now. And I thought it was overheating. I thought it was really, really, really hot. And now I raised it up so it has really good ventilation and I've got the AC going right near it now, so it seems, it doesn't seem as warm, but it would just get so warm. Yes. One three H as in hotdog, one one six zero nine four zero three five seven.
01:00
Speaker 2
Got it, Man. Got it, m'am. I do apologize for your experience of having no connection for your router. Can you confirm to me what's the serial number for this Linksys device so I can take a look?
01:00
Speaker 1
You know, I don't really know. I I got divorced a couple of years ago and this is the uh I don't know if it's more than two years old or not. [silence] Yes. Okay, hang on just a minute. Sorry. Um what was happening? Is it kept going off and then I agree, I'd unplug it and it'd come right back. What did you want to know? The model number? Is it the M 420?
02:00
Speaker 2
How about One three eight one, one six? Zero nine four zero three five seven? What's the model number for this device? [silence] Yes, ma'am.
02:00
Speaker 1
See? What is... Um, is it on the front? Okay. On the front of it, it says E A 6900. Uh-huh. Just a device to network. It would work for like an hour or hour and a half and then it would kick off again. And, but now, I called Spectrum yesterday and they redid [silence]
03:00
Speaker 2
No, that's a Mac. Maybe at the top? Oh yeah, maybe in the front. Okay, thank you so much. Prior to calling us here, Ma'am, before, did you experience network outages or power outage so far or just the device did not work? Okay. Uh, you've mentioned earlier, you've tried already to turn it off and then turn it back on, but still it won't work.
03:00
Speaker 1
it, and then this morning it was out again, so I, I followed the directions completely with doing several minutes and and I've got it where it's cooler. It definitely is not as hot. I was wondering if it was, and I had done a lot of, you know, I don't know, and I vacuumed it too, dusted it just in case there was dust in there or something. And it's been better. So I don't know whether to get a new one or I don't know. I've got other people, I've got I've got company here relying on it and it's, I can't, I'm not very reliable right now. Yes. April NL mobility with training. April, LOPUGH, L-O-P-U-G-H.
04:00
Speaker 2
uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh oh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh it's okay ma'am uh let me just confirm is this the first time by the way that you called linkscan all right let me create first a record for you in the system ma'am this will be very quick uh I know your first name and last name
04:00
Speaker 1
but it may be under my husband's name, Michael, my ex ex husband, Michael, my ex husband. Okay. yes, L O P U C. April Lopach at gmail dot com. no, not that I know of.
05:00
Speaker 2
it's okay. it's can you spell your last name for me? Alright, how about email address? okay, great. so i was able to create ma'am, a record for you in the system. however, uh, let me just double check. did you somehow press the reset button of the router by chance? okay, good. okay, then
05:00
Speaker 1
okay. okay. come here. Okay.
06:00
Speaker 2
That's good. All right. Now, I was able to, uh, I was able to create a record for you in the system. However, based on the records here, the warranty of your product has already been expired. And just to set proper expectations, that we no longer provide free technical assistance for out-of-warranty devices. I checked also in the system that the, aside from the router is already been out of warranty, uh, device model is no longer being supported for technical assistance. The reason for that is because this router is part of our first generation routers, meaning to say, even if we run troubleshooting, the troubleshooting might not work anymore. That's why we no longer provide technical assistance for this router. What I can highly suggest. Yes, ma'am. Yes, ma'am. Uh, uh, I suggest that you should try to upgrade to a,
06:00
Speaker 1
yes. Okay. Okay... They said it was compatible, but I will um... I think I will get a new router then. Okay. All right. All right. No, that's it. Thank you. Thank you. Bye-bye.
07:00
Speaker 2
I want to know am new routers so that it will also be compatible with your modem from spectrum RO. because they've updated it already. Okay, all right. That's resolve your concern as well so you have table connection so anything else that can assist you your welcome you have a nice day ahead bye-bye for now.
07:00