Call Detail: 70c44a50-6bef-11f1-a

← Back to comparison table

✓ Feedback submitted — thank you!

Call Start

2026-06-19 14:59

Duration

8m 43s

Contact

Amie fush

Issue Type

Internet/WAN Setup

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Gerlie Miguello

HappyFox Case

#LTS00134056

Support Country

United States

Product Family

OTHERS

CSAT

—

Sentiment Trajectory

—

Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5

Accuracy1.00/5

Communication2.00/5

Protocol1.00/5

Efficiency1.00/5

Overall1.1/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication0.00/5

Ownership0.00/5

EscalationN/A

Customer Exp0.00/5

Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform even basic troubleshooting, misdiagnosed the legacy router as irreparable, and evaded ownership by telling the customer to buy a new device. No technical validation, next steps, or empathy were provided, resulting in a complete failure to resolve the issue.

V1 Case Analysis

Customer reports solid-blue light but no internet. Agent collected serial/email but performed no troubleshooting and advised router replacement.

Troubleshooting Steps

None recorded.

Key Observations

Agent never performed any basic troubleshooting (power-cycle, WAN status check, cable verification).
No model number or warranty status was collected, violating protocol for hardware issues.
Agent gave a premature recommendation to replace the router without confirming the root cause.

Positive Highlights

Agent asked for ISP information and attempted to capture serial numbers.
Maintained a polite tone throughout the call.
Collected customer contact information (name, phone, email) which supports case creation.

Agent Errors / Gaps

Failed to verify router model or firmware version.
Did not check WAN connection or perform power-cycle.
Did not confirm warranty status or eligibility for support.
Provided an unsupported recommendation to purchase a new router without troubleshooting.
Did not create or reference a case/ticket number.
Limited communication; repeated vague "okay" without clear instructions.
Did not access or suggest checking the router’s web interface (e.g., http://192.168.1.1 or http://myrouter.local) to verify internet status or firmware.
Did not confirm whether auto-update was enabled or suggest a firmware update check via the web interface.
Failed to follow the required escalation path when hardware fault was suspected.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Agent told customer to buy a new router without resolving the connectivity issue; no troubleshooting or valid outcome was achieved.

R2 Not Met Diagnostic thoroughness conf 97%

No meaningful troubleshooting steps (e.g., power cycle, cable check, firmware update) were performed before recommending replacement.

R3 Not Met Correct resolution path conf 96%

Agent assumed device was obsolete and must be replaced without verifying warranty status or attempting software-based fixes available for legacy devices.

Technical Accuracy

T1 Not Met Technically accurate info conf 97%

Only asked for ISP and light color; failed to diagnose WAN connection, reboot history, or physical setup — no logical diagnostic sequence followed.

T2 Not Met Appropriate tools / resources used conf 95%

Did not attempt to guide customer to access local UI (192.168.1.1) or check firmware, despite these being standard tools for diagnosing legacy router issues.

T3 Not Met No misinformation conf 96%

Recommended purchasing Wi-Fi 6/7 router as solution, which is inaccurate — firmware updates or configuration fixes may resolve issue on legacy hardware.

Communication

C1 Not Met Clear & professional language conf 96%

Long silences, lack of agenda, and failure to control conversation; agent did not guide interaction toward resolution.

C2 Not Met Confirmed understanding conf 95%

Used unclear phrasing ('genetics', 'retail', 'E-One Girl Ships') and did not confirm understanding; customer repeated information due to confusion.

Customer Ownership

O1 Not Met Ownership & empathy conf 97%

Abdicated responsibility by immediately suggesting purchase of new device instead of owning the troubleshooting process.

O2 Not Met Proactive follow-through conf 96%

Provided no next steps, timeline, or follow-up plan — only a vague suggestion to buy a new router.

O3 Not Applicable Closure confirmation conf 95%

First contact; no prior case history to reference or maintain.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 94%

No escalation was performed and none was warranted — issue should have been resolved at L1 with proper troubleshooting.

E2 Not Applicable Escalation prep & handoff conf 94%

No escalation occurred, so execution cannot be assessed.

Customer Experience

X1 Not Met Customer effort minimised conf 96%

Showed no empathy for customer’s outage or frustration; interaction was dismissive and transactional.

X2 Not Met Tone & rapport conf 95%

Failed to adapt to customer’s pace or clarify misunderstandings; customer expressed confusion through repetition and hesitation.

X3 Not Met Overall experience conf 96%

Customer had to repeat serial and catalog numbers multiple times; agent failed to record or verify data efficiently.

Call Transcript16 turns · 16 lines

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 register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.