V2 Rubric Detail — 6c4f4ab0-6c03-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:22
Duration
9m 38s
Contact
Linda Killen
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134086
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_E5400

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-18.3)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, incorrectly attributed the issue to a non-existent 'Wi-Fi 7' standard, and defaulted to paid support without attempting best-effort resolution. Despite collecting basic device info, the lack of technical engagement, ownership, and customer-centered communication resulted in a completely unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reports no internet on E5400 despite Wi-Fi signal. Agent incorrectly claimed router cannot support Spectrum's Wi-Fi 7 updates, offered paid support, and suggested a reset without verification. No diagnostics performed. Follow-up email promised.

Troubleshooting Steps
  • Collected customer and device information (name, email, phone, model, serial, ISP).
  • Incorrectly claimed incompatibility due to Wi-Fi 7.
  • Advised factory reset without prior diagnostics.
  • Promised to email KB articles.
Key Observations
  • Agent made a materially false claim at [04:00] that Spectrum is on 'Wi-Fi 7' and the E5400 cannot support it — this is factually incorrect and contradicts KB guidance.
  • No diagnostic steps were performed to isolate whether the issue was with the modem, router, or ISP.
  • Call contained excessive filler, long silences, and lack of structure, severely impacting efficiency.
  • Agent did not create or reference a case number, violating protocol.
  • No verification of reset or internet restoration was attempted.
Positive Highlights
  • Collected customer name, email, phone, model number, and serial number accurately.
  • Correctly identified the device as out of warranty and communicated support eligibility accordingly.
  • Offered a self-help path by promising to send KB articles via email.
Agent Errors / Gaps
  • Provided factually incorrect technical advice: claimed E5400 is incompatible with Spectrum's 'Wi-Fi 7 updates' — Wi-Fi 7 did not exist when E5400 was manufactured and is not deployed by Spectrum on consumer networks.
  • Failed to perform basic diagnostics: did not instruct customer to test modem directly, check WAN status, or verify physical connections.
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Allowed long silences and filler words ([05:00], [06:00]) that disrupted call flow and wasted time.
  • Did not confirm whether the customer could perform a factory reset or verify if it resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent offered paid support or KB email but did not resolve the issue or achieve any valid outcome like confirmed troubleshooting, escalation, or limitation explanation.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting steps were performed — no power cycle, no direct modem test, no check of WAN status or LED indicators.
R3 Not Met Correct resolution path conf 95%
For an out-of-warranty device, agent should have provided best-effort troubleshooting (e.g., factory reset, setup steps) but instead immediately deferred to paid service without attempting resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent collected model, serial, and ISP info, but failed to ask key diagnostic questions like whether internet works at the modem or what the router LEDs show.
T2 Not Met Appropriate tools / resources used conf 93%
No tools were used — agent did not guide customer to access router UI (http://192.168.1.1), check WAN status, or suggest a speed test despite the symptom requiring it.
T3 Partially Met No misinformation conf 88%
Correctly identified device as legacy, but inaccurately claimed Spectrum is on 'Wi-Fi 7' — a non-existent consumer standard; likely confused with DOCSIS or fiber upgrades.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of call with long 'uh-huh' sequences, no framing, no clear transitions, and failed to guide interaction toward resolution.
C2 Not Met Confirmed understanding conf 94%
Used vague, filler-heavy language without adapting to customer’s level or confirming understanding; no comprehension checks performed.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Did not take ownership — shifted responsibility to paid service and KB email without attempting to resolve the issue personally.
O2 Partially Met Proactive follow-through conf 89%
Mentioned sending an email KB after the call, providing a next step, but gave no specific timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue could have been triaged with basic steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Never acknowledged customer’s frustration or situation with empathy; interaction remained transactional and detached.
X2 Not Met Tone & rapport conf 93%
Maintained passive, disengaged tone with excessive fillers; did not adapt to customer’s pace or emotional state.
X3 Not Met Overall experience conf 92%
Customer had to repeat device details; agent added effort by offering only a generic KB instead of guiding through targeted steps.
Call Transcript16 turns · 17 lines
Speaker 1
Oh. A. Uh. Hi. Um I have a Linksys router. Um I'm sure it's out of warranty. Um and uh it doesn't it seems to be putting out a signal but I don't know what what but the internet connection isn't going through.
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 with performance and hardware issues. Register your product by visiting registered.Links.com. Please have your device serial number ready for assistance. Press one now for out of warranty products. Please have your device serial number and contact information ready. If unavailable, [silence]. For out of warranty products, paid support option may be available depending on the issue. My thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? [silence]
00:00
Speaker 1
earth. with the network cable, unfortunately, the only objects I have here are iPhones and iPads and a TV. so I don't have a computer that I could connect to. I'm in a summer place. um yeah. okay.
01:00
Speaker 2
I think... So you mean the Wi-Fi is broadcasting but it doesn't have internet. Okay. Have you tried to isolate the issue ma'am? Like connecting directly to your internet source to check if there is indeed internet. Oh, I see. Mm. Okay. Um I see. It's okay ma'am. Let me see what I can do to help you out with this. But before that, let me just create a quick record here and ask you a few questions about your
01:00
Speaker 1
Mm. Sure. Linda, yeah, Linda, L-I-N-D-A, Killen, K-I-L-L-E-N. L as in Linda, M as in Mary. Killen, K-I-L-L-E-N, at hotmail.com. Right. Yes, hold on. It is a Lynx 01-8-3-0. [silence]
02:00
Speaker 2
Your links have this device. Anyway, let's start with your full name: I have your first and last name. Okay. All right, so that's Linda Cullen. Thanks so much for one. Ms. Linda, and how about your email address? Okay, got it. Thank you so much for that. Um, let me also verify your phone number. It's 31, 5, 5, 14, 0, 06. All right. Now, can you provide me the model number and the serial number of your links ISS router, please? That's the Wi-Fi name.
02:00
Speaker 1
Okay. That's not the model. Okay. Um, let's see where we're... Oh, I see. It's an E 5400. E as in Edward 5400. And the serial number, you ready for that? 3-0. N as in Nancy. 1-0. M as in Mary. 2-4. A as in Apple. 0-1-8-3-0. Right. Um, it's Spectrum. [silence]
03:00
Speaker 2
that's not the model, otherwise. you can you can provide me the serial number instead and I'll look for the model number. oh, okay, got it. if we. yes ma'am. okay. Let me just repeat that one. uh, you got a Linksys router with a model number E5400 with a serial number three zero N 1 0 M two four A for alpha, zero one eight three zero. got it, thank you so much for that. And may I know who's your internet service provider?
03:00
Speaker 1
I asked if they thought there was some incompatibility between the two things and they said no.
04:00
Speaker 2
spectrum. Okay, got it. Well, just to set your expectation, first, Miss Linda, the router that you have right now is actually one of our legacy routers. It's kind of old model. Somehow, it's our first router, though. It's one of our first routers. And considering the age of the router, it may not be able to keep up with the updates coming from Spectrum because I believe Spectrum has been updating their Internet service since last year, you know, to keep to be on the trend in terms of Wi-Fi standard. So they are now on Wi-Fi 7. And this router is kind of outdated. [mumbles] Mm, I think. [mumbles] Mm. Mm. [inaudible] [silence] uh
04:00
Speaker 1
and older router, a Belkin, that we tried putting in and that didn't do any better. So we put the Linksys back in and uh that's where we're at. So Spectrum is coming out tomorrow to try and you know debug us. From: Right. Yeah, right. They think it's fine. That's their that's their end. So, okay. All right. They they suggested we you gave me your number and they suggested we give you a call just to see if you could help us but [silence]
06:00
Speaker 2
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. 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. 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. 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. Uh-huh. Uh-huh. Uh-huh. [silence] 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. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. That would be good if the Spectrum uh personal would go there to check the physical connectivity. because uh uh uh you know, the the router is dependent on the internet source. And if there is no uh internet, I mean, if the router is not picking up any internet to the modem, then that would that would mean it won't also be providing internet at all. [silence] Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence] Um yeah. [silence] Um uh how about this one, ma'am? I can uh appoint your devices out of
06:00
Speaker 1
Right. Right. Okay. Okay. Okay. Okay, yeah, thanks.
07:00
Speaker 2
[silence] warranty and uh just to let your expectation. Um we no longer provide a free troubleshooting assistance over the phone, like a free troubleshooting assistance for out of warranty devices but uh we do have an ongoing support through our paid connect service for a one time fee of $15 which you might also consider. But if you don't want to opt in with the paid connect service, I can send you an email for um the likes is knowledge base for this specific model which you can follow or try to you know um see if it will work. But basically you can also you know um try to reset the router back to its default settings and set it up again. Uh not really just unplugging it, but uh by doing a hard reset. Like erasing your your initial configuration.
07:00
Speaker 1
Okay. Right. Right. OK. Thank you. Thank you. Very nice. OK. Thank. OK. You have a good day. Thank you. OK. Thank you. OK. Bye bye.
09:00
Speaker 2
can read all the knowledge base that I've been providing you and it includes uh multiple troubleshooting that you can perform. So, well, yeah, you can um you can uh do a reset on your router. All right. All right. Yeah. You too, Ms. Linda. Have a great day. So just expect the email right after this call. It just gives me at least uh five minutes, at least five minutes. All right. You're very much welcome. Have a great day. Take care. Bye for now.
09:00