V2 Rubric Detail — 7e41e07c-6c15-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:31
Duration
11m 35s
Contact
Ging Pao
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134122
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 No internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately directing customer to landlord or paid service without attempting any best-effort steps, despite OOW status not precluding basic guidance.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent confirmed the EA7300 was offline and out of warranty but performed no troubleshooting, offered no self-help steps beyond the website, and redirected the customer to the landlord or paid service. No ownership was taken, and the customer was left without a clear path to resolution, resulting in an unresolved case with added effort.

V1 Case Analysis

Customer reports Wi-Fi connected but no internet on EA7300. Device status shows offline in system; unit is out of warranty. No physical verification performed. Agent offered online AI tool, paid support, or email instructions and advised contacting apartment owner/ISP.

Troubleshooting Steps
  • Collected model and serial number
  • Performed backend device status lookup
  • Asked about LED status
Key Observations
  • Agent declared device offline without confirming physical state (e.g., power, LED, cable connections) — premature diagnosis.
  • No basic troubleshooting performed (e.g., power cycle, cable check, LED verification) despite customer being on the call and able to act.
  • Agent misread serial number during verification (transcript [03:00]: 'one nine zero like Tango one zero S for stamp...' vs actual '1930 0930 9702825').
  • Agent failed to clarify that 'connected but no internet' is a common symptom with known troubleshooting steps (per KB).
  • Agent correctly identified warranty status and provided accurate support paths and URLs.
Positive Highlights
  • Correctly collected model and serial number from customer (transcript [02:00]–[03:00]).
  • Accurately communicated that device is out of warranty and free phone support is no longer available (transcript [08:00]).
  • Provided correct URL (support.linksys.com) and described available self-service options (AI tool, email, paid support).
  • Advised customer to contact apartment owner/ISP to verify internet source, which aligns with KB guidance for ISP-provisioned devices.
Agent Errors / Gaps
  • Declared device offline without validating physical condition or LED status with customer (transcript [07:00]–[08:00]).
  • Missed opportunity to perform basic, non-invasive troubleshooting (e.g., power cycle, cable check) that could have resolved the issue.
  • Misread serial number when repeating it back to customer (transcript [03:00]), reducing confidence in backend lookup accuracy.
  • Failed to acknowledge customer frustration or provide reassurance; communication was transactional and lacked empathy (transcript [09:00]–[11:00]).
  • Did not explain that 'connected but no internet' is often due to upstream (ISP) or WAN issues, nor guide customer through standard isolation steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared router offline and out of warranty, offered only website, paid service, or landlord contact — no resolution or meaningful outcome achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, LED check, cable inspection) were performed; agent relied solely on backend status without diagnostic engagement.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent offered no best-effort troubleshooting (e.g., restart, physical check) and immediately defaulted to paid service or ISP referral, violating OOW support expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified 'no internet' but asked no targeted questions about power, cables, or LED status; no root cause investigation beyond backend lookup.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal system to confirm router offline status, but skipped essential tools like remote diagnostics, ping test, or guided physical inspection.
T3 Met No misinformation conf 99%
All technical statements (router offline, OOW status, need to contact owner) were factually accurate and consistent with backend data.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but failed to set expectations or structure troubleshooting; conversation lacked clear direction after initial questions.
C2 Met Confirmed understanding conf 94%
Agent used simple language, repeated customer’s name, and avoided technical jargon; communication remained accessible.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — redirected issue to landlord and paid service without attempting resolution steps within agent control.
O2 Not Met Proactive follow-through conf 95%
Next steps were vague ('call the owner', 'use website') with no timeline, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue context.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but showed no empathy for customer’s frustration or sudden connectivity loss; tone remained transactional.
X2 Partially Met Tone & rapport conf 89%
Agent responded to inputs but did not adapt pace or tone to customer’s confusion or repeated connectivity attempts.
X3 Not Met Overall experience conf 96%
Customer repeated serial number and was then told to contact landlord — added effort without problem resolution.
Call Transcript22 turns · 23 lines
Speaker 1
Welcome to links of support. [silence] So my Wi-Fi right now is showing on my phone that they're saying there is Wi-Fi, but I cannot log into. Like my phone cannot connect to to the Wi-Fi. OK.
00:00
Speaker 2
Welcome to Lynx. 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.Linxes.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi. Thank you for calling Lynx technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
Yes. My Wi-Fi is from, I'm leaving our parents, this Wi-Fi is provided by our parents. I have serial number, I have, I don't know what that model is, but I have serial number for that. I have security number. I have MAC address and I have, Oh, I
01:00
Speaker 2
Okay, so, the Wi-Fi... name of your router is showing up, but you can't connect to it. Okay, um, do you remember the password that you set up for the router or? Um, it, the Wi-Fi is provided by the apartment. Can you give me the model number and the serial number of your router? So, what I need is the model and serial number, I can do this. [silence] [background conversation] [silence]
01:00
Speaker 1
Is that the EA 7300? Is that the right one? EA 7300. Yeah. Uh, yeah, I have it now. Oh, I'm not sure which one is the serial number. Let me check again. Oh, I have that. I have uh f/fc. Oh. Sorry. Let me check. [silence] Oh.
02:00
Speaker 2
Yes.
02:00
Speaker 1
I have serial number. the serial number is with the exact and you can connect that to the. Sorry. The serial number is one nine three zero Oh nine three oh nine seven zero two eight two five. Yes.
03:00
Speaker 2
Okay. uh let me just read it back to you that's one nine zero like Tango one zero S for stamp zero nine seven zero two eight two four. okay just give me one moment okay uh by the way can I have your first name and your l a
03:00
Speaker 1
My first name is Jing and Jing G and my last name Miss how? I think right now and log into there, but yeah, I think I'm good right now. I'm not sure what's going on. Cause I can log into my account, but I'm not sure. I'm using the Oh one. I used the Wi-Fi last night at four and it's still working, but this morning I wake up I wake up at 12. It doesn't work. Oh, no, it's not 12. It's about 1. It doesn't work.
04:00
Speaker 2
Amond what account are you trying to lo gel earlier are you trying to log in to the router settings of your [silence] are you trying to log in on your other account or like maybe work account or something else I
04:00
Speaker 1
Oh, I can connect, I can connect to it now. I don't know what's going on. I'm not sure. Um . um . It's in the wi-fi place there's a yellow E
05:00
Speaker 2
Uh, yeah, because, um, can you confirm? Uh, do you see any LED lights coming from your Easier 7300? You know the the label? Yeah, there should be a label, um, or the word Linksys on top of that, uh, on top of that, um, or in front of your router or maybe the word Linksys itself. Is it, um, blinking or is it a solid color?
05:00
Speaker 1
Yeah, it's shown in the internet, which you plug in to the, I don't know what's that means for, but there's a place for the Y, internet, and they say it's yellow and right now I connected to the WiFi but the WiFi doesn't work. I'm not quite sure why. Okay. Uh, but I don't have any WiFi. Yeah, I don't have Internet. My WiFi name is Linksys 02825, sorry.
06:00
Speaker 2
Okay, that's at the back. Okay. Okay. So you are connected to the internet, but even though you are connected, you don't have any internet, I mean, you don't have any. Okay. Uh, let me just double-check it. Can you confirm your Wi-Fi name? Okay.
06:00
Speaker 1
by my comfort, I have the apartment. It's offline. Um, PTO. Pow.
07:00
Speaker 2
By the way, uh, this router was provided to you by the uh, land. Did you mean to your landlady or the owner of the apartment? Oh, okay. Because I was actually trying to pull up, um, an information using the serial number you provided, and uh, yeah, well, maybe this email address is from the, you know, the owner of this router. So, yeah, the router that you have right now is currently offline as per checking here. [silence] Yes, it's actually offline. And I did also check um, this router, by the way, uh, what was your last name, Jing? B-A-O. Oh. Okay. Jing, I did check this router that was provided to you. So this router is already out of warranty. Now, if the router Jing is out of warranty, the free technical support over the phone will no longer be available, however, we have options. Okay. So the first option here Jing is you can visit the website of Links and that is support.linksys.com if you have a mobile data. So when you are on the website, there is an AI tool agent that you can take advantage, so you can ask any question on that AI tool agent so that it will give you some troubleshooting instruction. Now the second option here Jing is our paid connect service.
07:00
Speaker 1
151 5-0. Uh-uh. Sure. Uh-uh. Uh-uh. So right, right now you're sure my my device is offline? And the offline reason is unsure?
09:00
Speaker 2
Now, that paid connect service will cost you $[REDACTED_PAYMENT_DIGITS] Now, that $[REDACTED_PAYMENT_DIGITS], yeah, yeah, one five. So, that $[REDACTED_PAYMENT_DIGITS] will only last for an hour. and if we happen to discover Jing that this router is defective, there will be no refund for that $[REDACTED_PAYMENT_DIGITS], no follow-up session, and no replacement. Now, the third option here, Jing, is I can send you an email directly to your email with some troubleshooting instructions. So, how would you like us to proceed?
09:00
Speaker 1
Gotcha, I see. So it's not the it's not the connection issues, it's just the whole device is offline right now. Um,
10:00
Speaker 2
Yes, that's actually ensured. So, how about with, this one, Jing? Okay. Uh, you can call, the owner of that apartment to check if there is a, a problem with, uh, the internet, because, because, it might be, they're, there is a problem with the internet, source. Cause, cause, I believe, uh, the internet is, is coming from a wall patch and then, from the wall patch directly to, the router. So, yeah, you might really need, need to call the owner of that apartment and, make them check. Uh, Yes, the, router, the EA7300 is actually offline. And all, yes, so, yeah, you might really, need to contact, the owner of this apartment. And that just happened recently. Uh, hopefully, it's, there's a, there's a, uh, a technician to, like, look at it, you know, because anyways, the, the router is, is offline, so it's, there is no service. So, yeah, you have to, you have to, need to double check there.
10:00
Speaker 1
All right. Very good. Thank you. I can do it by the website. I'm not quite sure about that.
11:00
Speaker 2
okay the owner of that apartment and make them check everything all right thank you so much yeah you can try the website and uh by the way Jing who is do you know the internet service provider of that whole apartment I'm actually creating a record for this conversation no it's okay thank you so much Jing have a good one
11:00