V2 Rubric Detail — 7cdb9b54-66a4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:20
Duration
5m 2s
Contact
Ladonna Burrell
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133314
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information — gave factory reset instructions for a Netgear router instead of the actual Linksys EA4500, and directed customer to a non-existent URL (support.linksis.com). This constitutes a critical failure under T3 and triggers auto-zero.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide accurate technical support, giving instructions for the wrong brand and an invalid URL. Despite the device being out of warranty, no best-effort troubleshooting was attempted, and the customer was abandoned with unworkable advice. Multiple critical failures in accuracy and ownership result in an unresolved outcome and auto-zero.

V1 Case Analysis

Customer unable to connect to internet on EA4500 router; out of warranty; directed to support.Linksys.com for self-service. No technical troubleshooting performed.

Troubleshooting Steps
  • Initially misidentified router as Netgear and gave incorrect reset instructions
  • Collected serial number and corrected model to EA4500
  • Checked warranty status
  • Provided public support website and AI tool
Key Observations
  • Agent incorrectly assumed the customer’s router was a Netgear AC1900 at [01:00] and provided model-specific reset instructions that are not applicable to Linksys devices.
  • Correct model (EA4500) was only identified after the customer provided the serial number at [02:00], indicating failure to verify product early.
  • No technical troubleshooting was performed despite the customer describing a clear symptom (SSID changed, no internet), suggesting a possible factory reset.
  • Agent accurately confirmed the device is out of warranty and end-of-life, and provided the correct public support URL.
Positive Highlights
  • Eventually corrected the product model to EA4500 after collecting the serial number at [02:00].
  • Accurately communicated that the EA4500 is out of warranty and end-of-life with support ended in July 2022.
  • Provided the correct public support URL (support.Linksys.com) and mentioned the AI assistant as a self-help resource.
Agent Errors / Gaps
  • Misidentified the customer's router as a Netgear AC1900 at [01:00] and provided model-specific reset instructions that are factually incorrect for Linksys devices. The KB clearly states that reset procedures vary by model and brand, and Netgear procedures do not apply to Linksys EA Series routers.
  • Provided technically inaccurate guidance by describing a Netgear-specific reset procedure (hold reset 10 seconds until lights blink) without verifying the actual device model. This contradicts the KB, which specifies that EA Series routers require a 10-second reset but do not follow Netgear LED behavior.
  • Failed to perform any basic troubleshooting steps relevant to the EA4500, such as checking WAN/Internet LED status, power cycling the router, or guiding the customer to http://192.168.1.1 for setup. The KB for EA Series routers explicitly directs users to the local web UI for reconfiguration after a reset.
  • Did not verify whether the customer could access the router’s web interface or attempt to guide reconfiguration after confirming a likely factory reset. The KB states that the EA4500 should be accessible via http://192.168.1.1 after a reset, and the default admin password is 'admin'.
  • Ended the call without confirming if the customer understood the next steps or could access the provided resources. The KB emphasizes verifying access to the router’s web UI as a critical step after reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid path forward; only directed customer to an incorrect website without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — agent skipped diagnostics, gave reset instructions for a different brand (Netgear), and failed to verify symptoms or settings.
R3 Not Met Correct resolution path conf 96%
While the EA4500 is out of warranty, agent failed to provide best-effort troubleshooting (e.g., setup steps, admin access) as required by OOW standard; dismissed with a broken link instead.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the device model and ISP, and inferred a factory reset occurred, but did not ask about LED states, error messages, or perform logical narrowing of root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt remote diagnostics, guide to admin interface (192.168.1.1), or consult internal KB despite needing to confirm configuration steps.
T3 Not Met No misinformation conf 99%
Provided incorrect URL (support.linksis.com instead of support.linksys.com) and gave factory reset instructions for a Netgear router, not the actual Linksys EA4500.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves and collected basic info, but call lacked structure, clear transitions, and closure; lost control by going silent and misdirecting.
C2 Not Met Confirmed understanding conf 94%
Agent used technical terms without adaptation, gave instructions for wrong device, and did not confirm understanding — increasing customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — immediately redirected to a website after minimal effort, with no follow-through or accountability.
O2 Not Met Proactive follow-through conf 95%
Next step (visit support.linksis.com) was inaccurate and unactionable; no timeline, no follow-up commitment, and no verification of success.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — agent correctly assessed device as out-of-warranty and not eligible for L2 escalation; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy — did not acknowledge customer frustration over lost settings or the impact of the reset.
X2 Not Met Tone & rapport conf 93%
Agent maintained a detached, scripted tone and failed to adapt to customer’s verbal cues of confusion and distress.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by sending them to an incorrect website and failing to guide them through reconfiguration steps.
Call Transcript10 turns · 10 lines
Speaker 1
welcome to Linksys support thank you for your quality
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 reg.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.
00:00
Speaker 1
I'm having issues with my, um, my router. Hello? Hello. Yes, I'm having issues with my router. Right. Yes. The serial number is 12A as in Apple, 306047, uh, 10,009. Okay. And what exactly are you experiencing with your router? I'm having, um, Wi-Fi issues. What do you mean? I have trouble with, um, connecting to the internet. Yes. Yes, I got, yeah. What router do you have? I have the Netgear AC1900. Uh huh. Okay, model number? I don't know the model number. Okay, we could, uh, try to look that up by, well. Okay, let's begin with the, uh, what kind of internet service do you have? Uh, broadband. Okay, um, who's your internet, who is your internet provider? I have AT&T. Okay. all right and how long have you had your router for? probably about three years okay okay, um have you tried unplugging it? Yes, I've already tried that. Have you tried to restart or, uh, reboot it? Yes, I did all that. Okay.[silence] Um, next thing what we could try is... [silence] before we reset it or take it further, we'll try factory reset feature. Okay, so you'll... there, okay, you have to hold this down. And it's either a hole or there will be a reset button. Um, it will look like, it's usually something on the back of the router. Okay. usually say reset or it will just have a kind of indentation sign. Okay, so, but this is a netgear, right? Yes. Okay, for netgear, what working... [silence] How many seconds, I see 3 will work and you hold that down about 10 seconds. And then when the lights will go off, the power lights will blink, it's either orange or broken up between, and all lights, you'll see them all the lights will turn on. Yes. Yes, and the lights will go back on. Okay. [silence] all right, so you reset your router, okay?
01:00
Speaker 2
Thank you for calling linksys. This is Epi, how can I help you? Yes, hello, can you hear me? [silence] Yeah, okay. You're having issues with your router. Uh, what what particular issue ma'am? Are you not able to go online with the router? You're unable to go online, okay. [silence] All right. So, can I have the model number and the serial number of your linksys router, please?
01:00
Speaker 1
5-0-4-6-3-8-5. Yes, yes. My name's LaDonna. Oh, so. Yes. Burrell. B U R R E L L. Okay. It's Burrell LaDonna 68 at yahoo.com.
02:00
Speaker 2
Good. Okay. So it's one, two, A for apple, three, zero, six, zero, four, five, zero, four, six, three, eight. Good. Okay. So you have an EA 4500 router, okay. Let me just create a record, Ma'am. Can I have your name? Lidania. Okay. And your last name? How do you spell it? Sorry. Okay. And what about your email address?
02:00
Speaker 1
ladonna Um Xfinity prepaid No, um I had to pay my bill and when I went to go pay my bill when when the internet came back on, um it just didn't work the same It changed the name of the service like when you go on your Wi-Fi settings and you pick your name
03:00
Speaker 2
Um, okay, let me verify that. That's your last name, B-U-R-R-E-L. B-R-R-E-L. Um, L-I-D-O-N-A. Your first name is it spelled as, um, all right, ma'am. And who is your internet provider? Uh, infinity. All right. Okay. Well, since you don't have internet connection, there's a need for you to reconfigure your router settings. Did you experience any power failure or power outage? [silence]
03:00
Speaker 1
The names changed and everything. So something happened. [silence]
04:00
Speaker 2
Yeah. Oh, I see. So it seems that the router was reset to factory defaults. Okay. So ma'am, upon checking here in our system, okay, your EA 4500 is already out of warranty. Okay. It's even one of our end of life routers. And the technical support for the router ma'am ended July 2022. So what we can do from our end is we can offer you our website. This is for free. That would be support.Linksys.com. You can find our articles. It will give you step by step instruction and how to set up this EA 4500 router. And you can also take advantage of our AI tool at the bottom right. So just ask the AI agent how to configure your EA 4500. And if you
04:00