V2 Rubric Detail — 7248336e-636b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:54
Duration
11m 17s
Contact
Lawrence Gordon
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132643
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access router

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall53.8% (-2.2)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered accurate support options, but failed to perform any diagnostic troubleshooting or guide the customer through basic access steps. The issue remained unresolved, and no best-effort support was attempted despite expectations for OOW cases.

V1 Case Analysis

Customer unable to access router admin UI (blue screen). Agent identified EA8100, stated out‑of‑warranty, offered paid support or emailed generic steps. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number, name, and email
  • Identified product model (EA8100)
  • Offered to send email with generic steps
Key Observations
  • Agent never attempted basic troubleshooting (e.g., verify correct URL, power‑cycle, direct UI workaround).
  • Agent incorrectly stated warranty status without verification and pushed paid support.
  • Agent provided inaccurate technical information (e.g., referenced 192.1680 instead of 192.168.1.1).
Positive Highlights
  • Collected customer name, serial number, and email correctly.
  • Offered to send written instructions via email, providing a self‑help path.
Agent Errors / Gaps
  • Did not confirm the correct admin URL (should be http://192.168.1.1 or http://myrouter.local).
  • Declared product out of warranty without checking or confirming coverage.
  • Offered paid support before attempting any free troubleshooting.
  • Provided inaccurate IP address reference (192.1680).
  • Failed to give any concrete troubleshooting steps before escalating to paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve access to the router admin page; only promised to send email instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps (e.g., clearing cache, trying incognito mode, verifying local connection) were performed before defaulting to paid/email support.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status and offered paid support and free email, but failed to attempt any best-effort troubleshooting steps like those expected for OOW devices (e.g., power cycle, browser check).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only for serial number and name; did not ask diagnostic questions about the blue screen (e.g., browser used, device type, whether local access was attempted).
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, admin dashboard, logs) were used or offered, even though the issue required verification of router accessibility and configuration.
T3 Met No misinformation conf 95%
Information provided about warranty expiration, paid support cost ($15), and free email support was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves and collected information, but long silences and lack of agenda or timeline weakened call control.
C2 Partially Met Confirmed understanding conf 85%
Language was simple and polite, but agent did not confirm customer understanding of options (paid vs. email) or adapt based on customer hesitation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call and committed to sending email instructions, maintaining ownership of the case.
O2 Met Proactive follow-through conf 90%
Agent clearly stated they would send troubleshooting steps via email, setting a specific next step and action owner.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was needed; issue was within scope of L1 support and could be handled via email guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy (“I’m sorry to hear about that, sir”) and remained courteous despite customer’s confusion and long pauses.
X2 Met Tone & rapport conf 85%
Agent maintained a calm, patient tone, matched customer’s pace, and avoided rushing or using technical jargon.
X3 Met Overall experience conf 90%
Agent collected customer information once, avoided repetition, and offered a low-effort solution (email) instead of requiring complex steps.
Call Transcript22 turns · 23 lines
Speaker 1
Yeah, I can't get into my router. What's the WPS key, and what does it do?
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 register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid Support, 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. Thank you for calling Linksys. This is Isis, how can I help you? I see, I'm sorry to hear about that, sir. May I have the serial number of your Linksys router?
00:00
Speaker 1
[DOWNWEIGHT] two zero M one seven C zero three three one six correct whoops yeah what'd you say
01:00
Speaker 2
all right let me verify again the serial number of your router is 2 8 and for Nancy 2 0 M for Mike 17 C for Charlie 033116 is that correct? all right so your links water is Model EA 80 8100. you only have these links, sweet other no other links but uh you only have one links uh
01:00
Speaker 1
Right. right. no, I can't get into the configuration. yeah, yeah, I want to get into the settings and I can't get in. yeah.
02:00
Speaker 2
[silence]
02:00
Speaker 1
Uh, let's see. Http://linksisforsmartwifi.com. I get nothing. well, it tells me to use one nine two one six eight one one and that doesn't work. Then tells me to go get an app.
03:00
Speaker 2
and when you log into that what uh what does the page or experience So uh when you uh try to type in LX smart or Wi-Fi
03:00
Speaker 1
No. Sometimes sometimes I just get a blue screen. Blue screen, I just get a blue one. Nothing there. Yeah. Yeah. Tell me use 18216 or download the app.
04:00
Speaker 2
what does a screen show? Does, uh, do you see a screen? Or does it say, uh, can't reach site? Can you, can you specify what it, uh, a blue screen? Or a black screen? Okay, so that's, uh, that's when you type in the link sysmartwifi, it's a blue screen. Okay. And then you type in the one-92, uh, chooses your page that shows or asked you to download that app. All right. Okay, I got it. All right. Oh, can you, uh, check what's the additional instruction on that page? Uh, aside from download that app.
04:00
Speaker 1
I'm not on my computer now. Lawrence Gordon. Lawrence Gordon. The last name of first name. L A W R E N C E C E in Lawrence. and then Gordon. G-O-R-D-O-N. [silence]
05:00
Speaker 2
let me see. that's fine, sir. I'll go ahead for the record for you. may I know your name sir? pardon? can you spell your name, sir? your first name? L A W R E N T E Lawrence, and G O R D O N your last name was Gordon.
05:00
Speaker 1
You want the email? Yeah. You want the email address I used? L-G-1-0-2-2-P-G at yahoo.com. [silence]
06:00
Speaker 2
Lawrence Gordon. Yes. OK. Got it. Thank you Lawrence. Who's your Internet service provider? OK. [silence] Lawrence. Since you cannot access the your router's.
06:00
Speaker 1
Yeah, I get it While, okay. Oh, great.
07:00
Speaker 2
IP address, that is through the LinqSys smart wifi.com. Uh, there's a workaround for that. But for me to walk you through the steps, uh, I could not, uh, provide you free assistance because your product happens to be out of warranty. It's warranty status expired last 2024. And with regards to the, uh, page, uh, when you log into 192.1680, that shows you, uh, uh, to download the app. There's also another workaround for that.
07:00
Speaker 1
[silence] How much is that? 50? $50, huh? 15. Oh, okay, 15. And you'll send it to me in an email?
08:00
Speaker 2
So that for you to get through or pass to the login page, you will be redirected to some different out of warranty, I could not provide you assistance for free. If you want me to walk through the steps, you will have to apply for pay connect service, which means you will have to pay for me to walk you through the steps. That will cost you 15 U.S. dollar. 15. It's 15. So,
08:00
Speaker 1
Well, if I pay you will you just send me an email? [silence] If I reset the router would that help? [silence] Right.
09:00
Speaker 2
So you don't want to apply for the paid support? You want the email support? Uh if uh you pay me uh the 15 US dollar, I will walk you through the steps. Uh I will be uh with you on the line walking you how to uh do the steps we have. Uh that would uh depend. As I have said, uh for me to assist you, you will have to apply for the paid support. If not, then the email support.
09:00
Speaker 1
[ silence ]
10:00
Speaker 2
Alright. Do you want me to send an email? Or you think about it. The email won't cost you money. It's free. The email support is free. I can send it to your email for free. Alright, so I'll be sending you the email guidelines. Alright. So just check your email, Lawrence. Uh I'll be sending the troubleshooting steps guidelines on how to access with regards to your issue logging in to your router settings. Okay? All right. Thank you for calling Linksys. Lawrence, and take care, have a great day. Goodbye. You're welcome. Bye.
10:00