V2 Rubric Detail — 6bc3c3a8-6c14-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:23
Duration
6m 18s
Contact
Brittany Levensky
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134112
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA8500

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp1.43/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent identified the device as out-of-warranty and outdated but failed to perform required best-effort troubleshooting. No diagnostic steps were taken, no empathy expressed, and no clear next steps provided, leaving the customer without resolution. This resulted in an Unresolved outcome due to lack of technical progress and customer support.

V1 Case Analysis

Customer reported blinking Linksys router (serial 609449) with no internet. Device confirmed out of warranty. Agent did not obtain model number or perform diagnostics (LED check, WAN verification, reset guidance). Advised replacement or reset without confirming reset procedure or compatibility. No technical resolution achieved.

Troubleshooting Steps
  • Collected serial number and contact details
  • Checked warranty status (expired)
  • Advised that no firmware updates are available
Key Observations
  • Agent did not obtain the router model number, a critical omission for accurate support.
  • No technical diagnostics were performed (LED interpretation, WAN check, factory reset guidance).
  • Agent incorrectly claimed the router was 'Wi-Fi 4 capable' without model verification, which is unsupported by the KB.
  • Advice to reset was given without confirming the correct procedure or whether it had been tried.
  • Minimal empathy shown; customer frustration was not acknowledged.
Positive Highlights
  • Collected customer information (name, email, serial number) accurately.
  • Correctly communicated that the device is out of warranty and no firmware updates are available.
Agent Errors / Gaps
  • Failed to ask for or verify the router model number (transcript [01:00]–[05:00]), a fundamental protocol failure.
  • Did not perform basic diagnostics such as interpreting LED status (blinking could indicate multiple states per KB) or checking WAN connection.
  • Provided unverified technical claim that the router is 'Wi-Fi 4 capable' without knowing the model (transcript [05:00]), which is inaccurate and unsupported by the KB.
  • Did not guide customer through factory reset procedure, a standard first step for hardware faults per KB.
  • Failed to acknowledge customer frustration or provide empathetic communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a concrete path forward; customer ended call without internet access.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—no check of WAN connection, LED status, or power cycle beyond what customer already did.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to perform best-effort troubleshooting (e.g., factory reset, firmware check, or modem compatibility steps) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked; no attempt to identify root cause such as LED pattern, WAN signal, or recent changes.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not guide customer to use any tools (e.g., http://192.168.1.1, speed test, LED status) that could have diagnosed the issue.
T3 Partially Met No misinformation conf 92%
Agent correctly noted the router is old and no longer supported, but incorrectly claimed a 'conflict' between modem and router without evidence.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent set brief expectations about warranty but failed to structure a troubleshooting path or maintain control of resolution process.
C2 Met Confirmed understanding conf 96%
Agent used simple language, apologized for English, and spoke slowly—adapted to customer’s communication needs.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and did not transfer, but did not take ownership of resolving the issue—only offered vague options.
O2 Not Met Proactive follow-through conf 97%
No specific next steps, timelines, or follow-up commitments were provided—only 'upgrade or reset' with no guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this OOW device with no critical failure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer’s frustration or express empathy—remained procedural despite customer expressing urgency.
X2 Partially Met Tone & rapport conf 91%
Agent maintained a calm tone and used simple language, but did not adjust pacing or emotional tone to match customer’s stress level.
X3 Partially Met Overall experience conf 90%
Agent collected information without repetition, but did not reduce effort by offering actionable diagnostics or remote tools.
Call Transcript14 turns · 14 lines
Speaker 1
Um, yeah, I called Spectrum, and they said my internet's working just fine off their modem, but I cannot get my internet to work. Um, I have this beast of a Wi-Fi router that's been working perfectly for me for, like, six, seven years, and it just died, it looks like. Um, so I'm looking at, uh, new things. So I'm just, uh, I'm just thinking about your new Archer series. Um, with, uh, uh, I have a, I have a 100 megabyte down, or 100 megabyte downlines. Um, and get one that's compatible for it. Um, it says it picks up to 1,200 feet, has two USB hubs, has four antennas on it, has six ports. Um, yeah.
00:00
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help you with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. [silence] Hi, thank you for calling LinkSys technical support. This is Rio. How can I assist you today? [silence] Uh, do apologize my English.
00:00
Speaker 1
I have a Linksys router and it's just blinking. I can't. I've tried unplugging it, plugging it back in. That's what I just I just spoke with Spectrum. They don't have any active outages and it was working just fine up until about 11:00 o'clock this morning. It is 1 6 T as in Tim, 10 C as in cat, 6794. I just bought it three months ago. I think maybe might be a hardware thing.
01:00
Speaker 2
okay. Can you confirm to me, mom, what's the serial number for this links, your outer please?
01:00
Speaker 1
6 0 9 4 4 9. Yeah. Brittany Lavinsky. L E V as in Victor E N S K Y. It's my last name so Lavinsky and then girl 5 5 @ gmail.com. [silence] [silence]
02:00
Speaker 2
uh is this the first time ma'am you called link sys all right before we proceed let me create first our record for you in the system may i know your first name and last name please can you spell it out do you want me to how about email address
02:00
Speaker 1
OK. I've here is maybe. When we updated from spectrum is when we got this router. Hold on one second. I'm voice service. Hold on.
03:00
Speaker 2
Can you give me at least three minutes? Let me just fill in everything first in the system, before I proceed. Thank you. Alright. So just to confirm ma'am, uh, for how long have you been using this router? Uh, did you updated or upgraded your modem from your Spectrum? MbH. Hmm. Okay. Didn't they like.
03:00
Speaker 1
Okay, no, they told me that, uh, this modem or, I mean, that router was the one that would work with their modem. But I haven't updated it at all. Okay. No.
04:00
Speaker 2
uh D. Did it not like reset your uh internet somehow. Okay. Great. So I was able to create a record for you ma'am in the system. However, based on our 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. And uh I found out also ma'am that The router that you have is part of our oldest router. Meaning to say, we no longer manufacture your device and aside from that, we don't have any more firmware updates for your router. Now, if we don't have any updated firmware for your router.
04:00
Speaker 1
All right. Well, then I'm just going to go ahead and get ahold of spectrum and see how their routers work cuz I know their routers have always been shit. So, alright.
05:00
Speaker 2
there is a tendency that troubleshooting may not work so we no longer provide technical assistance for the router that you have the reason for that ma'am is because the internet service provider that you have from spectrum is already Wi-Fi 7 router capable or modem capable however the router that you have from linke is is an old generation router it's just Wi-Fi 4 capable so you have two options, by the way you can try to upgrade to a newer compatible router to your modem or you can try to reset and reconfigure your whole system but then again, doing this troubleshooting, it may not work anymore because there's a conflict between the router and the modem. So uh,
05:00
Speaker 1
Okay. Nope, that's it. Thank you. Thank you.
06:00
Speaker 2
All right. So, uh, yes, ma'am. Uh, anything else I can assist you? aside from this. Okay. Thank you so much. And you have a nice day, ma'am. Bye-bye for now.
06:00