V2 Rubric Detail — 778d650c-7b0c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:34
Duration
21m 40s
Contact
Motria Shuhan
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136435
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E9450

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.71/5
Overall9.9% (-46.1)

V2 Grader Summary

The agent failed to diagnose or resolve the router connectivity issue, incorrectly claimed no support is available for end-of-support devices, and only offered to email a self-help guide. No meaningful troubleshooting, tool use, or empathetic engagement was demonstrated, resulting in an unresolved case.

V1 Case Analysis

E9450 router not connecting post-power outage; out-of-warranty. Agent advised power-cycle, confirmed warranty expired, and promised to email self-service guide. No actual troubleshooting performed.

Troubleshooting Steps
  • Advised power-cycle of modem and router
  • Confirmed router model and warranty status
Key Observations
  • Agent correctly identified the model number E9450 and confirmed warranty expiration based on system lookup.
  • Only a generic power-cycle was suggested; no systematic WAN diagnostics or reconfiguration steps were performed despite customer confirming restarts already done.
  • Agent inaccurately claimed that no technical support is available for end-of-support products, contradicting Linksys policy that self-help resources are still provided.
  • Customer cannot access router UI remotely, making offline setup guidance essential, but agent did not provide any specific steps.
  • Communication lacked empathy and clear step-by-step guidance, relying on filler language and repetition.
Positive Highlights
  • Correctly identified the router model as E9450 based on partial information provided by the customer [12:00].
  • Acknowledged that the power outage was the likely trigger for the connectivity loss [14:00].
  • Confirmed that the ISP (Spectrum) has restored service and modem is online [13:00–14:00], correctly isolating the issue to the router.
  • Offered to email a self-service setup guide, providing a concrete next step for an out-of-warranty customer [18:00].
  • Correctly explained that the E9450 can be set up offline, which is accurate per KB for initial configuration [20:00].
Agent Errors / Gaps
  • Failed to collect full serial number — only 5 digits provided (02870), which is insufficient for warranty lookup; full serial is typically 10-14 characters.
  • Provided inaccurate policy information suggesting no technical support is available for out-of-warranty devices; KB allows for self-help guidance and email support.
  • Did not follow standard WAN troubleshooting flow: did not verify WAN connection status, did not guide customer to access router UI when possible, did not assist with PPPoE or DHCP reconfiguration even though Spectrum commonly uses DHCP.
  • Did not confirm whether the router was in bridge mode or had incorrect ISP settings post-outage.
  • Misrepresented the capability of offline setup — while router can be configured offline, it cannot establish WAN connectivity without correct ISP settings, which typically require internet or manual input.
  • Used excessive filler language and repetitive statements (e.g., 'you don't have to worry, More realidad') that reduced clarity and professionalism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity; only offered to email a self-help guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Only power cycling was suggested; no further diagnostics (WAN status, admin UI, firmware check) were performed despite customer reporting repeated restarts failed.
R3 Not Met Correct resolution path conf 96%
Agent declared device out of warranty and end of support, then ended support instead of providing best-effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (no internet light) and asked about ISP confirmation and restart attempts, but did not probe firmware, admin access, or configuration state.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or direct customer to any tools (remote session, admin UI at 192.168.1.1, WAN test) appropriate for diagnosing WAN connectivity issue.
T3 Not Met No misinformation conf 96%
Agent incorrectly claimed no technical assistance is available for end-of-support devices, contradicting OOW best-effort standard; also misleadingly suggested offline setup resolves internet connectivity.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked clear framing or structure; agent repeatedly misstated customer's name and provided no troubleshooting roadmap.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but failed to adapt to customer's off-site, no-WiFi situation by not offering actionable steps feasible under those constraints.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abandoned ownership by deferring to an unscheduled email instead of guiding customer through immediate steps or scheduling follow-up.
O2 Not Met Proactive follow-through conf 93%
Agent said an email would be sent but gave no timeline, confirmation, or commitment to ensure delivery; customer left to find it independently.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, given the situation (OOW device with no hardware fault alleged), escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 89%
Agent offered minimal empathy ('I'm sorry') but overall tone was procedural and dismissive, especially after declaring no support available.
X2 Partially Met Tone & rapport conf 87%
Agent attempted to explain setup options but did not adjust pace or check understanding when customer expressed confusion about offline setup feasibility.
X3 Not Met Overall experience conf 92%
Customer had to repeat model number, name, and email multiple times; agent provided no proactive steps, forcing customer to seek email independently.
Call Transcript23 turns · 24 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. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Yes, I'm having trouble getting back online. We had a power outage here and
10:00
Speaker 2
Thank you for calling. This is I.
10:00
Speaker 1
the power is back now and my um internet is the not the not the internet is back but the router is not um hooking up all the lights are coming on except the light that is supposed to the light that says internet sure it's four 511 m um 2870. Huh?
11:00
Speaker 2
Let's go. I'm sorry here about this. Notice the number, your link says what? Let me repeat again. The subs number is 4-45, T4 Thomas, 11, M4 Mike, 0-678.
11:00
Speaker 1
no, zero two eight seven zero. I'm sorry. Yes, that's right. zero two eight, yeah, 70, that's right. I'm sorry, I thought you said 17. Yeah. I don't know what the model number is. Here Here's the thing that makes it very complicated is that where I live, I don't have phone service. I can only get on the phone through Wi-Fi calling at home. So if there's no Wi-Fi, I have to drive away from home to uh make a phone call, so.
12:00
Speaker 2
13 bamboo Bay 0 2 8 17 is that correct? yes, 70. yeah, alright, yeah, right, that's fine, so you only have one Linksys, man, the, uh, it's model is E 94 50. Hmm.
12:00
Speaker 1
At the moment I'm not at home. I'm not near my, you know, router. Exactly, because there's no, um, spectrum. Spectrum. Um, and their, their unit, right. Their unit is all lit up. That's right. Yes, yes, yes. And that's right. And I received an email, like, an auto email from them saying that, the, the power
13:00
Speaker 2
[silence] router, you're not near your router. Okay, uh, but who's your internet service provider, Ma'am? So, uh, you're not at home, they go on. Uh huh. So, Spectrum said that the connection is back. You said a while ago that there was an power outage, but the light is back and you called Spectre and they said that the connection is also back online. It's just your router. Uh
13:00
Speaker 1
the service is restored and all the lights on their modem are lit up. [silence]
14:00
Speaker 2
Uh, let-me see. Okay. So, I think, uh, your router may be disconnected, or if it's not totally disconnected, you can actually power cycle your router. Just, um, power cycle your modem and your router, like turning it off. And then turning it black on, maybe it will refresh the connection. But if it doesn't, then your router may be totally or lost its connection to your internet, uh, provider, uh, spectrum. So you will have to do, uh, reset and reconfiguration on your router. But before we proceed to that, uh, what is the record for you, ma'am, may I have your name?
14:00
Speaker 1
Motria_shuhahn, S like Pam, H U H A N like Nancy. No, s. No. No, just one s. It's no, just one s, just the first one. It's SHU. H A N. Yes, right. Also, I've, I've restarted that. Sorry, go ahead, wait here.
15:00
Speaker 2
Morita. M-O-R-I-T-A. And your last name? Mortreya. S-H-U-S-H-A-N. M-A-R-E-Y-A. Chushan. Chushan. I see. SHU HAN. All right. Thank you. Uh, what about your...
15:00
Speaker 1
I've already restarted that both units just the router just the I've done all kinds of restarts. I've unplugged everything and plugged it back in and uh it's always the same result. okay. Sure. It's yes Motria. It's Motria at hvc.r.com. That's like Harry Victor Charles.r.com.com.
16:00
Speaker 2
No, you go on first. Okay, so I think your router totally disconnected from your internet connection, and you need to reconfigure it. It's like setting it up again when you first got your router. May I have your email address? Mottria at all.
16:00
Speaker 1
Yes. Okay.
17:00
Speaker 2
All right. Okay, Motria, I've checked on our system with regards to your router. It seems that your router model E9450 is already out of warranty and in fact, your router is an old router type from Linksys. It comes from the E series and usually Linksys E Series router's models are using older technology and it has been faced out, meaning their life cycle has already ended. Its end of life ended last 2023, while its end of support ended last 2025. And your product warranty status expired last 2022.
17:00
Speaker 1
[silence] I underst-- I understand. I understand. I understand.
18:00
Speaker 2
So, it means it's already out of warranty, so we cannot provide you free technical support. Aside from that, we no longer provide free technical support. Technically assistance, usually if the product is out of warranty, we still provide technical support by. the paid support or paid connection service. But now, your product is already with its end of support, meaning it's no longer supported by us agent to provide troubleshooting steps. But you don't have to worry, More realidad. We have a self-care, self-service guidelines. through email. I will send to you our end-of-support home networking set up guide. It has all the troubleshooting steps on setting up router, configuring its settings, [silence] or any common connectivity issues with regards to Linksys what are already out of support. So that uh email, I'll be sending to you so you can still set up your router. Yep, I have to tell you also menther though your router is already out of warranty, it's already reached or ended its life cycle phase, your router is still working. It's just that the one that is that it's no longer have any updates for firmware or security. But, uh, the router's function to broadcast internet is still in uh for work. So you can still set up your Linksys router. It's just that compared to our newest Linksys router, it uses an older technology, Wi-Fi technology. But that router is still in condition and working. As for the connectivity issues, you may have uh the common thing is like the range uh of the device itself could only penetrate around 10 meters. If you have a wider space or if you want to cover the whole house, it's better that you get one of our new routers that has a better wireless technology and coverage. It's just that those are wireless devices and it's better to be in open spaces for it to emit its best signals. [silence]
18:00
Speaker 1
Okay. And can I set that up even if I'm not getting a Wi-Fi connection? Like, will I be able to use those instructions and get it re-configured even though I don't have a Wi-Fi connection?
20:00
Speaker 2
and still work as a Wi-Fi router, okay? Was the Wi-Fi connected? Yes, you can still uh set up your Linksys router without um Internet connection, because uh usually to set up your Linksys router E9450, it really can be set up with or without Internet. Uh you can set it up online or you can set it up offline. So, once you set it up offline, of course, you will have no access to internet because you are not connected to Internet. But you can [silence]
20:00
Speaker 1
Okay. Well Okay. Okay. Okay, I'll look for that email then. Yes, I'll look for that email then. Thank you. Okay. Thank you. Thank you. Bye. You too. Bye-bye.
21:00
Speaker 2
set it up offline or without internet connection. But to change any settings, well, you will have to connect your router to your internet service provider, but you can still set it up without any internet connection. That's the good thing about the Linksys router. You can set it up without internet connection. All right? Yes. You're welcome. Thank you for calling Linksys again. Much pleasure and take care. Have a great one. Goodbye.
21:00