V2 Rubric Detail — 811a3a1a-6c1a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 20:07
Duration
7m 37s
Contact
Jane Lahnan
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134121
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall50.6% (+20.6)

V2 Grader Summary

The agent correctly chose a reset as a best-effort path for an out-of-warranty router and provided technically accurate instructions. However, the interaction failed in call control, empathy, and follow-through: the agent did not manage silences effectively, showed no acknowledgment of customer frustration, and left the promised email unfulfilled. While troubleshooting was minimal but appropriate, the lack of ownership on next steps results in an Ownership Gap.

V1 Case Analysis

E4200 router LED off, no power. Agent incorrectly suggested factory reset without checking power connections. No resolution or follow-up established.

Troubleshooting Steps
  • Collected serial number and confirmed model E4200
  • Asked for ISP information (Spectrum)
  • Incorrectly suggested factory reset for no-power condition
Key Observations
  • Agent skipped KB-mandated power diagnostics (check outlet, power cable, LED status) for no-power condition.
  • Factory reset advice directly contradicts KB guidance for hardware faults (requires power to function).
  • No case created, no email captured, no escalation/callback arranged despite unresolved issue.
  • Mispronunciation of 'Linksys' as 'Linxas' may have caused brand confusion.
Positive Highlights
  • Correctly identified product model (E4200).
  • Successfully captured full serial number (01C1377404200).
Agent Errors / Gaps
  • Suggested factory reset for a router with no power - impossible per KB (reset button requires power).
  • Failed to verify basic power connections (outlet, power cable) before suggesting reset.
  • Did not check modem status or LED indicators as required by KB for no-power scenarios.
  • No case created or follow-up path established despite unresolved hardware issue.
  • Mispronounced brand name ('Linxas'), potentially undermining credibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested a reset but did not confirm whether the router powered on or the TV regained connectivity; issue was not resolved or verified.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about power/internet outages and ISP, and identified the model, but did not troubleshoot power supply, cable connections, or LED behavior before recommending a reset.
R3 Met Correct resolution path conf 97%
For an out-of-warranty EA4200, agent appropriately offered best-effort troubleshooting (reset) instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (no power light) and asked basic context questions, but did not logically sequence diagnostics (e.g., check power adapter, outlet, or cable integrity).
T2 Met Appropriate tools / resources used conf 90%
Offering to email reset instructions is appropriate for this scenario; no advanced tools (e.g., remote access) are supported or needed for a factory reset on this model.
T3 Met No misinformation conf 98%
Instruction to hold reset for 10–20 seconds aligns with KB guidance for EA series routers.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost call control with repeated unanswered 'are you still there?' prompts and unmanaged silences, ending in disconnection without confirmation.
C2 Partially Met Confirmed understanding conf 90%
Used polite language and simple terms, but excessive fillers ('um'), lack of comprehension checks, and no adaptation to customer's apparent frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 95%
Agent stayed on the case and did not transfer, but failed to follow through on the email commitment after customer disengaged.
O2 Not Met Proactive follow-through conf 97%
No timeline was given for the email, and the agent did not confirm receipt or next steps; customer was left without a clear path forward.
O3 Met Closure confirmation conf 98%
Agent collected serial number and ISP, which provides continuity for future support interactions.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was warranted; the issue (non-responsive router) is within L1 scope and resolvable via reset for an OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer frustration about sudden failure or age of device; interaction was transactional and lacked empathy.
X2 Not Met Tone & rapport conf 95%
Agent repeated the same prompts without adjusting tone, pace, or approach despite customer silence, indicating disengagement.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial number due to agent confusion, and repeated 'are you still there?' added stress and effort.
Call Transcript11 turns · 13 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. Hello, thanks for calling Linksys Technical Support. This is. How can I assist you today?
00:00
Speaker 1
Yeah, my router light is not on and my TV is not working due to the router. I don't think so. E4200.
01:00
Speaker 2
All right. Just to confirm, ma'am, is there any power outage or any internet outage happened?
01:00
Speaker 1
AG-13774001... Serial number it should be in the back on the back on the phone. okay. okay. let me see. Just a minute, ma'am. okay. hold it. please. Just a minute, ma'am. Serial number is 01C1377404200.
02:00
Speaker 2
No, ma'am. The serial number. Yes. The back of the router. [silence]
02:00
Speaker 1
you got it Okay. Yeah.
03:00
Speaker 2
[silence] got it. All right. Yes, ma'am. And also kindly tell me [silence] who is your internet service provider? Spectrum. [silence] All right, a minute here. Okay. So ma'am, based on the record that I have here with this router that you have, your
03:00
Speaker 1
Okay, what? It was working until now. And what happened right away? It was working fine, you know. And now it's this old model and it's not working, so we have to buy the new one? Yes. Okay, so I have to take the yellow wire, goes in the things, take it off and then start putting back.
04:00
Speaker 2
Um, um, Yup, mum. But if it's still working, um, what I can highly suggest to you is for you to reset this router and then set it up again.
04:00
Speaker 1
again?
05:00
Speaker 2
Um, no, ma'am, you need to, press the reset button until, uh, for 10 to 20 seconds or until the router runs off, and then set it up again. Um, I can send you an email, ma'am, on how to um, reset this one. Yes, ma'am, go ahead, and you provide me your email address. I will send it to your email. Um, can you provide your email address for me to send it to you? Add that instruction. Hello, ma'am, are you still there? Okay, please go ahead and send me your email address. [silence] Hello there. Hello ma'am, are you still there? Can you hear me? Hello? Hello, ma'am. Hello ma'am, are you still there? is there anyone on the other line? Please make sure the volume is not muted on your phone. Since no one is on the other line, I will release this call in 10 seconds. Again, thank you for calling Linxas Technical support. If you need further assistance, please don't hesitate to contact us back or you may visit the Links website at www.linksys.com. Have a good one. Bye for now.
05:00