V2 Rubric Detail — 7538cd4e-80b8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 01:48
Duration
8m 47s
Contact
920-979-2579
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137390
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall39.9% (-16.1)

V2 Grader Summary

The agent correctly identified the E2500 as end-of-life and provided accurate policy information (R3, T3), but failed to perform any diagnostic troubleshooting (R2, T1, T2) or resolve the customer's connectivity issue (R1). Ownership was maintained (O1), but next steps lacked concrete timelines (O2). Communication was partially effective (C1, C2), but empathy was absent (X1) and customer effort was increased (X3). No critical failures triggered auto-zero.

V1 Case Analysis

Customer reports no internet connectivity with legacy Linksys E2500 on Spectrum. Agent confirmed device is end-of-life (support ended July 2022), offered to email reset instructions, and recommended purchasing a newer router. No troubleshooting performed.

Troubleshooting Steps
  • Offered to email step-by-step reset instructions
Key Observations
  • Agent correctly identified E2500 as end-of-life and directed customer to support.linksys.com.
  • No actual troubleshooting steps were performed (e.g., power-cycle, reset, verify WAN link).
  • Agent failed to respond after customer’s follow-up at 08:06, creating a communication gap.
  • Agent did not collect serial number or confirm warranty status through lookup.
Positive Highlights
  • Correctly identified the E2500 as an end-of-life device and accurately stated support ended in July 2022.
  • Directed customer to official support site (support.linksys.com) for self-help resources.
  • Offered to send a detailed email with reset instructions — a valid self-help path for out-of-warranty device.
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not perform basic troubleshooting (e.g., power-cycle modem/router, check physical connections, verify WAN status) before declaring device end-of-life.
  • Failed to collect serial number or verify warranty status via lookup — relied solely on general statement about E2500 support end date.
  • Did not confirm whether the issue was with the router or upstream (e.g., modem, ISP outage) — skipped standard isolation steps.
  • Gave vague setup guidance for a new router without directing to specific KB article or setup wizard.
  • Did not respond to customer’s follow-up at 08:06, leaving the call with an unresolved gap.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet or Wi-Fi; only offered to email instructions or buy a new router without on-call resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no power-cycle, cable check, LED status verification, or configuration attempts; relied solely on declaring router end-of-life.
R3 Met Correct resolution path conf 95%
Agent correctly identified E2500 as end-of-life (discontinued July 2022 per KB) and offered appropriate self-help resources (support.linksys.com) and upgrade path with new router support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No root cause investigation — accepted 'router not communicating' without asking about LEDs, reboot history, ISP status, or attempting basic diagnostics.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no remote diagnostics, no guidance to check local interface at 192.168.1.1, no WAN test); relied solely on verbal assertion of end-of-life status.
T3 Met No misinformation conf 94%
Correctly stated E2500 is end-of-life, newer models receive support, and provided accurate self-help resource (support.linksys.com) per KB policy for legacy devices.
Communication
C1 Partially Met Clear & professional language conf 87%
Set initial expectations about EOL status and email delivery, but conversation lacked structure after opening (e.g., abrupt transitions, no confirmation of understanding, minimal closure).
C2 Partially Met Confirmed understanding conf 85%
Used plain language but delivery was disjointed (e.g., 'S as in... are' phrasing) and did not confirm comprehension despite customer's repetitive 'okay' indicating possible confusion.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Took ownership by creating a case, offering to send setup instructions via email, and not transferring the call to avoid difficulty.
O2 Partially Met Proactive follow-through conf 87%
Promised email within 'three to four minutes' but provided no concrete timeline, owner, or follow-up commitment for resolution; customer left waiting passively for self-service.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope despite device age (end-of-life handling is standard L1 responsibility).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of customer's frustration (e.g., no 'I understand this is frustrating'); interaction remained entirely transactional and dismissive of customer's effort.
X2 Partially Met Tone & rapport conf 83%
Maintained consistent professional tone but failed to adapt to customer's pacing — missed cues from repeated 'okay' that indicated confusion or need for clarification.
X3 Not Met Overall experience conf 93%
Customer had to repeat router model information, was directed to self-service without on-call troubleshooting, and faced potential unnecessary purchase effort with no effort to reduce friction.
Call Transcript26 turns · 37 lines
Speaker 2
Welcome to Linksys 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. Thank you for calling Linksys. This is Abby. How can I help you? Yes, ma'am. Okay, ma'am.
00:01
Speaker 1
Hi, I am calling. We have Spectrum Internet and having issues with our internet and our Wi-Fi, they determined that it was with our router. we have a Cisco Linksys E2500. I called a toll-free number for Cisco, tried to start a support case, they gave me this number, said I needed to contact you to troubleshoot. Correct. Colleen, C-O-L-L-E-E-N. Rupplinger, R-U-P-L-I-N-G-E-R.
00:25
Speaker 2
So right now you don't have internet connection using your Linksys router, your internet provider spectrum. Let me just create a record. Can I have your name, please? And your last name and your email address, ma'am? Okay. So that is quickmavis at gmail.com. So it's S as in
00:56
Speaker 1
are. Squeak Mavis, S-Q-U-E-A-K-M-A-V-I-S at gmail.com. Yes. Yep. Mm-hmm. Mm-hmm. Okay.
01:16
Speaker 2
And Sam, Q-U-E-A, K for kite, Mavis, M like Mary, A-V-I-S at gmail.com, correct? All right, ma'am. So, yeah, so you wanted to, yeah, it seems that the router right now is not communicating with your spectrum box. So there's a need for you to reset that and reconfigure the device, okay? And ma'am, just to set your expectation, okay, this router, E2500. Okay. Let me just check this. Yeah. The router E2500, ma'am, is one of our end-of-life routers. Okay. Even one of our legacy routers. And we no longer manufacture this particular device. The technical support already ended July 2022. Okay. so and what we can offer ma'am is our website which is support.linksys.com
01:40
Speaker 1
Yeah, we've had it a while. Okay. Okay. Okay. Okay. So would it be in our best interest
02:42
Speaker 2
you will find our articles and how to set up your Linksys router aside from that I can also send you an email since I do have your email address here I can I can send you the instructions okay and how to set up reset your device first and set up to the Linksys router manually okay so it will be step by step instructions so just follow the instructions from there and just please give me around three to four minutes okay to send you the email okay that
02:50
Speaker 1
to just buy a brand new router?
03:26
Speaker 2
would be another option yes if you're gonna purchase a newer model okay it
03:31
Speaker 1
Mm-hmm.
03:37
Speaker 2
will uh yeah there will be updates um fixes if there's any problem with it and the free the
03:38
Speaker 1
Mm-hmm.
03:45
Speaker 2
technical support is also covered for the newer models uh you need to configure it first yes um
03:47
Speaker 1
Right. So if we get a new router, it's just a matter of plugging it into our Spectrum equipment, plugging it into the wall and the Ethernet cable into our Spectrum device, and it should boot up or start up? Is there some type of setup we'll need to do?
03:52
Speaker 2
yes ma'am you you need to configure the router all links as routers even other brands you need to configure that in order for it to work with your modem because you need to register that
04:17
Speaker 1
Right.
04:25
Speaker 2
to your expect from box well there are instructions I'm not sure if you would
04:28
Speaker 1
Okay. Is that something we do ourselves, or if I get a new router, would Spectrum come out and do that for us, do you think?
04:31
Speaker 2
be able to if there's manual I believe there's a manual together with the
04:45
Speaker 1
Mm-hmm.
04:48
Speaker 2
package but if you're having troubles setting it up then you can always give
04:51
Speaker 1
Mm-hmm.
04:52
Speaker 2
us a call yes yep just give me around three minutes okay all right just hold
04:55
Speaker 1
Okay. Okay. Well, I will wait for your email. We'll check that out. Okay. That sounds good. Thank you.
04:57
Speaker 2
on okay
05:08
Speaker 1
Hello? Okay. Yep. Okay. Yep. I got it. Okay. Thank you. Bye.
08:06