V2 Rubric Detail — 6d8fbbae-7a3a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:31
Duration
7m 34s
Contact
Albert Santo
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136235
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_device reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall69.2% (-10.8)

V2 Grader Summary

The agent correctly identified the E8450 as out‑of‑support and offered appropriate email‑based setup steps, aligning with R3. However, no meaningful troubleshooting was performed (R2 partially met), tools were not used when needed (T2 not met), and the issue remained unresolved (R1 not met). The customer disconnected without connectivity, resulting in a partial resolution due to correct path selection but lack of technical resolution.

V1 Case Analysis

Customer unable to connect E8450 router to internet (orange LED). Agent confirmed direct WAN connection, identified device as end-of-support, and will email setup instructions.

Troubleshooting Steps
  • Confirmed router model (E8450) from serial number.
  • Verified physical connection: router directly connected to ISP modem via WAN port.
  • Checked LED status: orange internet light observed.
  • Identified device as end-of-support model based on Linksys policy.
Key Observations
  • Agent accurately identified the E8450 as an end-of-support model per Linksys policy (transcript [05:00]).
  • Correctly diagnosed the issue context: no internet despite direct modem connection and visible Wi-Fi network (transcript [03:00]-[04:00]).
  • Provided a constructive self-help path by offering to email setup instructions instead of closing with no support.
  • Serial number was initially misheard (agent said '1 0 M 4 Mike' instead of '10M') but the correct model was still identified.
  • No attempt was made to guide the customer through immediate configuration (e.g., accessing 192.168.1.1, checking WAN settings), but this is acceptable given the device's unsupported status.
Positive Highlights
  • Correctly identified the router model (E8450) early in the call using the serial number (transcript [02:00]).
  • Confirmed the physical topology: router directly connected to ISP modem (transcript [04:00]).
  • Accurately communicated that the E8450 is a first-generation EA series router no longer supported due to end-of-life status (transcript [05:00]).
  • Offered a concrete next step by committing to send step-by-step setup instructions via email (transcript [05:00]-[06:00]).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Slight mishearing of serial number during repetition ('1 0 M 4 Mike' instead of '10M'), though it did not impact model identification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never got the router online; only offered to email setup steps. Customer disconnected without resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked for serial number, ISP, LED status and physical connection, but did not walk through power‑cycle, WAN IP check, or router UI access — key steps for connectivity.
R3 Met Correct resolution path conf 96%
Agent correctly identified E8450 as out of support (first‑gen, EOL June) and offered email setup steps — appropriate path for OOW product with best‑effort troubleshooting explained.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet) and asked basic questions (LED, connection), but did not probe deeper (e.g., WAN IP, power cycle, router login) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, ping test) were used despite clear need to verify WAN connectivity or router configuration; relied solely on customer description.
T3 Met No misinformation conf 97%
Agent accurately stated E8450 is out of support and setup must be completed via device; all technical guidance was factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced and asked questions, but call ended abruptly after email offer without confirming understanding or setting clear expectations for next steps.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed serial number verbally, and adapted to customer’s pace; no jargon or comprehension gaps observed.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, did not transfer, and honored commitment to send email with setup instructions.
O2 Met Proactive follow-through conf 96%
Agent said to check email in 3‑5 minutes, giving a concrete timeline and next step; followed through on commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate since device is out of support; offering email workaround was appropriate after reasonable L1 effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted due to EOL status.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained polite, professional, and patient throughout; acknowledged customer’s effort and stayed solution‑focused.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, used accessible language, and confirmed details at key moments; maintained engagement.
X3 Partially Met Overall experience conf 87%
Agent avoided repeating questions but shifted setup burden to customer via email instead of guiding live, increasing customer effort unnecessarily.
Call Transcript14 turns · 15 lines
Speaker 1
But maybe I can come on over. You got to get these gnomes in the system. Okay. A dual listening system that I'm trying to get hooked up, and it will not hook up. Uh, actually, I was trying to use it before, and I never actually got it working, so I...
00:00
Speaker 2
Welcome to link sys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling link sys. This is L. How can I help? [silence] Is this the first time, sir, that you're trying to set that one up or you have um that was working before?
00:00
Speaker 1
I stayed with my old ones, but I'm trying to get these ones hooked up again. Okay, the first serial number on the first one is 38, D as in dog, 10M as in Mary 51C as in Cool, 0156. That's correct. Next link,
01:00
Speaker 2
I see. Um, can I have city serial number? Let me double check that for you. Thank you. Let me repeat that one. So just to make sure that is they 8 D 4 Delta 1 0 M 4 Mike 5 1 Charlie 1 5 26. Thank you. And who is your internet service provider?
01:00
Speaker 1
Yeah. Yeah, I'm trying to go to my TV and get on my internet, but it's not.
02:00
Speaker 2
next link okay so this one says shows as the E8450 um let me just double check this one okay so you're trying to uh replace uh your router with this one [silence]
02:00
Speaker 1
doing that, it's not connecting, it's showing me, when I pull it up on the TV, it's showing me the system, but it says not connected.
03:00
Speaker 2
Okay. When you say, say that it's actually showing on your TV, like, you can see the Wi-Fi name, and when you select that one, sir, did it ask you for a password? Okay. Can you tell me sir what's the LED light showing on the e8450 that you have? Um, the, the LED light there at the, at the top.
03:00
Speaker 1
So and the internet light is orange? Yes. Yes. Directly to the internet port. Okay. I'll use my phone.
04:00
Speaker 2
okay so did you just plug it in directly to your modem from your internet service provider so let me just double check sir from your modem you have a cable that is connected directly to the Linksys router's internet port right you connect okay all right so as for this one sir since you're just trying to settle this on up you need you actually really need to complete the fri the setup so you have to use a computer or your phone to
04:00
Speaker 1
That'll be fine. N as in Nancy, T as in Tom, T as in Tom, P as in Paul, D as in dog A as in Apple at AT&T.net.
05:00
Speaker 2
However, sir, for this one, just to give you a heads up, this router, sir, is actually part of our first generation router, which means that we already stopped supporting the unit since June 11th of this year, so last month. So we are no longer supporting the units, sir, over the phone because we no longer manufacture and then the firmware is already outdated. So what I can only do, sir, for this is that, I can send you an email step by step on how you can set up this one to connect with your internet service provider. Okay. Can you provide me, sir, an email address? [silence] Thank you.
05:00
Speaker 1
That is correct. Albert Santo. S-A-N-T-O Albert. I mean it's Santo S-A-N-T-O. Okay. Okay. No ma'am, thank you very much for your help. Bye-bye.
06:00
Speaker 2
that means it's connected to your Internet service provider with an active internet so you can connect your TV again to the Wi-Fi okay all right so yeah check your e-mails or after three to five minutes anything else you're welcome sir thank you as well for taking the time calling link C's have a good day take care bye-bye
07:00