V2 Rubric Detail — 779e77c0-6e4b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:03
Duration
6m 48s
Contact
Samantha Walters
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134262
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the intermittent internet issue, offering only paid support and generic advice without conducting proper diagnostics. Despite technically accurate suggestions, no meaningful troubleshooting or ownership was demonstrated, and communication breakdowns—including incorrect model identification and repeated serial number requests—increased customer effort. The case closed unresolved with no path to resolution.

V1 Case Analysis

Customer (Samantha Walters) reports intermittent internet connectivity on EA8500 router (serial 16T10C67600189). Agent incorrectly identified model as SE3008/EA3500, stated device is out of warranty, and offered $15 paid support. Suggested basic steps: test modem directly and reboot router. Customer to seek approval for paid support. Call closed with self-help path.

Troubleshooting Steps
  • Advised to test internet speed by connecting a device directly to the modem
  • Suggested rebooting both the modem and the Linksys router
Key Observations
  • Agent incorrectly identified the router model as SE3008 and EA3500 instead of EA8500 (transcript [01:00], [03:00]).
  • Agent claimed warranty lookup was performed but did not verify the actual model, making the warranty status claim invalid.
  • No actual troubleshooting was conducted for the reported intermittent WAN issue.
  • Agent only provided basic self-help steps after the customer expressed intent to seek approval, indicating reactive rather than proactive support.
Positive Highlights
  • Agent maintained a polite and courteous tone throughout the call.
  • Clearly communicated the cost and duration of the paid-support option ($15 for 60 minutes).
  • Provided two valid basic self-help steps (direct modem test and reboot) that align with KB guidance in universal_speed_performance.md.
Agent Errors / Gaps
  • Incorrect model identification: stated SE3008 and EA3500 when customer clearly provided EA8500 (transcript [01:00], [03:00]).
  • Failed to verify warranty status for the correct model — warranty check was based on a wrong model.
  • Did not perform any troubleshooting for intermittent internet connectivity despite being within the scope of paid support offer.
  • Gave no technical guidance beyond two basic steps that are publicly available in KB articles.
  • Misrepresented the support process by implying a warranty lookup was completed when it was not done for the correct device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered paid support and generic advice without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were performed—agent skipped diagnostic questions and jumped to paid support.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status and offered paid support, but also gave free basic steps (reboot, modem test), aligning with OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms (e.g., LED status, frequency of outage), ask about ISP, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs, prior case data) were used or referenced despite potential diagnostic value.
T3 Met No misinformation conf 95%
Advice to connect directly to modem and reboot both devices is technically accurate and consistent with KB guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Agent provided conflicting model numbers (EA8500 vs EA3500), lost call control, and failed to set clear expectations.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and apologized, but repeated incorrect model info without confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred resolution to paid support and asked customer to call back—no ownership demonstrated.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested testing at modem and rebooting, but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was standard OOW support scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed apology and acknowledged limitation of free support, showing basic empathy.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a polite tone but did not adapt to customer confusion over model numbers or serial repetition.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number multiple times; agent failed to capture it correctly on first attempts.
Call Transcript14 turns · 14 lines
Speaker 1
hi. [silence] I'm calling when to do an internet uh or or test on the on our piece of equipment. I have a serial number.
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 the linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products. 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. [silence] What's the college?
00:00
Speaker 1
Okay, so I have one, six T as in Tom one zero C as in Charlie six seven six zero zero one eight nine. Would that be under the model number? I have it's E A eight five zero zero.
01:00
Speaker 2
Okay, can I provide the serial number of your Linksys router, or Linksys device? Okay, so the model number of your Linksys device is an SE3008. Yes. Okay, so let me just confirm the serial number.
01:00
Speaker 1
Okay, the serial number? For the Mac address. Okay, hold on. I'm going to read it to you. I'm going to read it to you again. a second. I'll go already yum. All right, you ready for it? All right, one, six T as in Tom, one, zero C as in Charlie, six, seven, six, three, zero zero one, eight, nine. [silence]
02:00
Speaker 2
Sure, R a two 0 f or frank 1 1 9 0 7 8 9 0. Yeah. No, the serial number. Yeah. [silence]
02:00
Speaker 1
Yes. Samantha Walters. So I was wondering if you guys could do like a test on it because we're having internet, it's like going in and out. [silence]
03:00
Speaker 2
164 Tom, 107 Charlie, six, seven, 600-189. Tell me, I know your first name and last name. And what is your concern regarding your Linksys router, Samantha? Okay. Now, we had tried when I tried to verify, it shows that your Linksys router, which is an EA 3500, indicates that it's already longer under warranty. And
03:00
Speaker 1
You said, what was the last part? I'm sorry, you cut out. Okay. Okay.
04:00
Speaker 2
I really apologize, Sam, uh, that Facebook support is no longer, email, uh, live support is no longer available. But then we have a paid support, so I can still assist you regarding what your concern is all about. But then you need to pay $15, and it's good for 60 minutes of troubleshooting. But then we cannot guarantee that we can fix the issue since it is a huge, it's a broad issue. Okay, since your Linksys- router is already out of warranty, and I really apologize that live support, live support is no longer available for this one. Yeah, however, we have a paid support. So I can still assist you further regarding what your concern is all about, but then you need to pay $15.
04:00
Speaker 1
Okay. Well, this is a business and so I'd have to get approval from the owner. Um, But I can give them this information of what you guys are saying. So, it's pretty much 15 per hour for troubleshooting. And is that somebody coming out here or we're just on the phone? Via phone, okay. Per hour. For troubleshooting. Yes. Okay. You can do all that under the troubleshooting? [silence]
05:00
Speaker 2
and it's good for 60 minutes of troubleshooting via phone.
05:00
Speaker 1
Oh, like troubleshooting? Mm-hmm. Okay. All righty. So, I think that was all I needed. I'll I'll have to get approval from the owner for for the troubleshooting. So, I'll call back. Okay. All right, thank you so much. Bye-bye.
06:00
Speaker 2
someone that we're calling us, but make sure you can try to wire a device directly to your modem and then check if it is providing a good internet speed. You can also try to reboot both devices, which is your modem and this Linksys router. Okay, sure. So just feel free to call us back if you need any further assistance. So bye for now. Take care. [silence]
06:00