V2 Rubric Detail — 762e0b52-66a9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:55
Duration
7m 33s
Contact
Lawrence Berger
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00130003
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall50.7% (+0.7)

V2 Grader Summary

The agent correctly identified the ISP as the likely source of the outage and advised testing the modem directly, which aligns with KB guidance. However, no router-side troubleshooting was performed, ownership was not fully maintained, and the customer was left to manage the next steps alone despite physical limitations. The issue remained unresolved, but the agent avoided critical failures and provided factually accurate information.

V1 Case Analysis

Customer (Lawrence Seeger) reported no internet after ISP reactivation. EA8300 router is out of warranty (purchased 2017). Advised to test ISP modem directly with laptop. Paid support offered but not pursued. No case created. Customer to call back after testing.

Troubleshooting Steps
  • Checked router model (EA8300) and warranty status (out of warranty).
  • Advised to unplug the Linksys router and connect a laptop directly to the ISP modem using the existing Ethernet cable.
  • Offered paid-support option for further troubleshooting.
Key Observations
  • Agent's technical advice to test modem directly was correct per KB guidance for WAN/internet setup issues.
  • Agent failed to confirm the serial number accurately - initially misheard/misread as 'Papa 1 0 Charlie' and did not correct or validate the full serial despite customer providing it twice.
  • No case was created or referenced, violating core protocol for tracking and continuity.
  • Paid support was introduced abruptly without confirming customer interest or explaining scope, causing confusion.
  • No self-help resources (KB articles, setup guides) were offered after customer declined paid support, missing a key opportunity for out-of-warranty support pathing.
  • Communication lacked structure and empathy - agent did not acknowledge customer's hospitalization or mobility limitations.
Positive Highlights
  • Correctly identified that the Linksys router depends on the ISP modem being online and cannot function if upstream is down.
  • Provided technically accurate suggestion to bypass the router and test the modem directly using the existing Ethernet cable, which aligns with KB guidance for WAN/internet setup issues.
  • Correctly identified product model (EA8300) and warranty status based on serial number lookup.
  • Informed the customer of support hours (open until 11 PM ET), providing clarity on availability for callback.
Agent Errors / Gaps
  • Failed to accurately capture and confirm the serial number with the customer despite it being provided at [02:00] and [03:00].
  • Did not create or reference a HappyFox case number, violating standard case management protocol.
  • Introduced paid support without first assessing customer willingness or explaining the service scope.
  • Provided no self-help resources (e.g., KB article on modem testing, direct link to support.linksys.com) after customer declined paid support.
  • Failed to offer alternative support paths such as email follow-up, chatbot, or documented instructions for the modem test.
  • Did not summarize next steps clearly or confirm customer understanding of the test procedure.
  • Allowed call to end without establishing a firm callback plan or offering to schedule a return contact.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved — agent ended call without restoring service or providing a working solution; issue remained with ISP activation.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent correctly identified the need to test the ISP modem directly and suggested bypassing the router, which is a valid diagnostic step per universal_isp_compatibility.md; however, no power cycle or LED check was performed on the router or modem.
R3 Partially Met Correct resolution path conf 91%
Agent recognized the issue likely lies with the ISP and directed customer to test the modem, which is appropriate; however, offering paid support before fully ruling out ISP-side issues and without first guiding to free self-help options (e.g., reboot, check lights) misaligns with best-effort OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (no internet) and correctly deduced dependency on ISP equipment, asking for serial number and suggesting a direct modem test; but did not ask about modem LED status or perform basic router-side checks.
T2 Met Appropriate tools / resources used conf 95%
Used internal system to verify warranty status and model (EA8300), which was necessary and appropriate; no further tools (e.g., remote access) were available or required for this OOW, ISP-related issue.
T3 Met No misinformation conf 97%
Accurate statements: EA8300 model confirmed, support hours (open until 11 PM EST), and ISP dependency are all factually correct per KB; correctly noted router cannot function without ISP signal.
Communication
C1 Partially Met Clear & professional language conf 89%
Maintained basic call control and framing, but lost direction by suggesting 'I will wait for you and just hang up' — an unprofessional disengagement that cedes control instead of managing expectations.
C2 Partially Met Confirmed understanding conf 87%
Used plain language and avoided jargon, but failed to adapt to customer’s physical limitations (recent hospital stay) by still requiring physical access to modem; no comprehension checks performed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer or abandon, and stayed on the line offering availability; however, shifted full diagnostic burden to customer without attempting remote-guided steps or offering follow-up, reducing ownership.
O2 Partially Met Proactive follow-through conf 88%
Set realistic availability (open until 11 PM EST) and invited callback, but provided no specific next steps (e.g., 'call back after testing modem') or ownership of follow-up, leaving customer to self-manage.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was ISP-related and properly scoped to customer or ISP action.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Expressed basic courtesy and closed with empathetic tone ('be careful'), but minimal acknowledgment of customer’s hospital situation or frustration; missed opportunity for specific empathy.
X2 Partially Met Tone & rapport conf 89%
Paced conversation reasonably and did not rush, but maintained a procedural tone without adjusting to customer’s stress or physical limitations; customer expressed confusion and effort burden.
X3 Partially Met Overall experience conf 90%
Suggested reusing existing Ethernet cable to reduce effort, showing some awareness; but still required customer to physically access remote modem and locate cables, adding avoidable effort given the customer’s condition.
Call Transcript15 turns · 15 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 depending on your issue. To hear more about your service options, press two. 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.
00:00
Speaker 1
Pardon me. Could you repeat that? [ silence ] Hi. Yes, may. I can hear you. My name is Lawrence Seeger. I am subscribed to Centurylink which is an internet service provider and I didn't pay my bill. I was in the hospital. [ silence ] And uh they stopped the service. And now I've tried to call them back for hours and they were too busy because of weather problems. [ silence ] And they took my money for another payment and activated my account, but they weren't able to activate the internet.
01:00
Speaker 2
Hello, this is May from Linksys. How can I assist you? Ah, this is May from Linksys. Can you hear me? Hello, Ryan. How can I assist you?
01:00
Speaker 1
it, they said, you have to call Linksys, your internet service router, to set up the service again, which I don't understand. [silence] Hold on a second. Hold on. Serial number 21P, Paul, 10C, Charlie, 647010240.
02:00
Speaker 2
Yeah, if I were you, I will not also understand, since they are the Internet provider, they should be the one who provides you Internet, because our router will only go online if their box is already fine, if they're already sending the signal. Let me check your router then. What's the serial number of your Linksys router?
02:00
Speaker 1
21 P-10SI664, 700, 390. Correct. [ silence ] 15?
03:00
Speaker 2
Okay, I'll just go on Papa 1 0, Charlie 6 4 7 0 0 3 9 0. Mhm. Yeah, I was able to pull up a result here. However, the router shows that it's already out of warranty. It says here, it was purchased year 2017. So, model number is EA8300. And uh, because of that, for technical support via phone and chat, it's no longer eligible. But we have a paid Connect option, but you have to pay for that $15 for just one-time troubleshooting. But how about this? Uh, you already paid
03:00
Speaker 1
[DOWNWEIGHT] Hold it. Hold it. Hold it. Hold it. Hold it. Was that one five or 50 for money? Thank you. I'd have to take everything apart, and I'm just out of the hospital, and I can't move around that much. Okay. I don't know, I'm not sure what to do here. You want me to take my laptop and hardware it to what?
04:00
Speaker 2
Your Internet provider.115. Uh-huh.Um, it's just that, uh, right now we're not sure yet if your modem is really online.Do you have a computer that can be hardwired at your end?Computer. Yeah, I, I forgot about that. Um, and there's no one in there that could assist you? To the modem, actually, central modem. You said that you paid, uh, them just for you to have Internet, so [silence] if you're able to provide help by checking your modem, [silence] but if you don't have a computer, [silence] I will wait for you and just hang up, alright?Okay, I'll go get one and I'll call you soon, okay?Alright.
04:00
Speaker 1
Oh, you went okay. Now, now I understand. Now I understand because there's a box in my building somewhere, and that should be active. But the only way you can test it is to see you is my computer. Uh, hold on. Hold on, I I need a wire a ethernet that would go for my laptop. [silence]
05:00
Speaker 2
We need to check their box first because if we were going to troubleshoot your Linksys router, it will be put into ways by. If the modem is not online at all, because our Linksys router is dependent to the Zen truck modem connection. So we need to make sure first that it's online by using a computer or laptop that can be hardwired directly to their box. Just to check if it's online. Exactly for us to test. Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps.
05:00
Speaker 1
Yeah, they're all through the walls here. I can't do that. I need to go through my junk box to see if I got a 10 or 15 foot cord or more. Okay. Now it's 5:00. I don't know where you are. Okay. I got to think this through because I got to figure out how to connect the laptop to the motor.
06:00
Speaker 2
The ethernet cable that is currently connected to linksys, you can unplug that one for the meantime and use that to wire to your computer. So, no, modem to your computer. Totally bypassing linksys. Okay. I see. We're open up until 11:00 PM, actually, Eastern time. I see.
06:00
Speaker 1
Can I call you back or could you hold? Okay. Thank you. Bye-bye, man. Bye-bye.
07:00
Speaker 2
Uh, maybe it will take you some time, but, uh, that's okay. We are actually open up until 11:00 PM. You can call us anytime. We're not experiencing that high volume of calls, so you'll be assisted once you call back. You're welcome. You take care and be careful, all right? Bye-bye.
07:00