V2 Rubric Detail — 81619a72-6eae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:51
Duration
9m 39s
Contact
Henry Ahn
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134393
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.57/5
Overall41.3% (-34.7)

V2 Grader Summary

The agent accurately identified the EA7400 as out-of-warranty and provided the correct support URL, but failed to perform any diagnostic steps or offer best-effort troubleshooting despite rubric requirements. The interaction lacked tool usage, concrete next steps, and resolution, resulting in an unresolved case with unnecessary customer effort.

V1 Case Analysis

Customer unable to get internet with EA7400 router; out of warranty; advised to visit support.linksys.com and search for model number for self‑help.

Troubleshooting Steps
  • Advised customer to access the Linksys support website and search for the EA7400 model number for self‑help articles.
Key Observations
  • Agent provided the correct support URL (support.linksys.com) per KB guidance.
  • No technical troubleshooting was attempted despite the connectivity issue, which is acceptable for out-of-warranty cases per KB.
  • Agent did not verify local router access (e.g., http://192.168.1.1 or http://myrouter.local) before directing to the website, which could have helped the customer confirm connectivity to the router itself.
Positive Highlights
  • Collected full device information (model, serial, customer name, email).
  • Clearly communicated the warranty status and support limitation per KB guidance.
  • Provided a concise, correct URL for self-service resources (support.linksys.com).
  • Created a case record and informed the customer they could be identified by email or phone on future calls.
Agent Errors / Gaps
  • Did not offer paid-support options as required by KB policy for out-of-warranty cases (universal_escalation_guide.md).
  • Failed to confirm basic access to the router (e.g., http://192.168.1.1 or http://myrouter.local) which is a prerequisite for any configuration change.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only directed customer to support website without resolving connectivity issue or offering any troubleshooting, escalation, or RMA.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, modem check, firmware, local access) were performed; agent immediately cited warranty status instead of investigating.
R3 Not Met Correct resolution path conf 95%
While device is OOW, agent failed to provide best-effort troubleshooting (e.g., power cycle, WAN check, firmware update) as required by rubric; only offered website link.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent collected model, serial, ISP, and device type but did not ask about LED status, reboot history, or direct modem test to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote diagnostics, local UI access, speed test); only offered self-service website, which does not constitute appropriate tool use for the symptom.
T3 Met No misinformation conf 99%
Correctly stated device is out of warranty and provided accurate support URL (support.linksys.com); no technical inaccuracies in information given.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected info but failed to set expectations about limited support scope or guide toward resolution; call was reactive.
C2 Met Confirmed understanding conf 96%
Used clear, non-technical language, confirmed customer details (name, email), and avoided jargon; adapted to customer’s pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent created a case record and stayed on the call but did not take ownership of resolving the issue beyond directing to self-service.
O2 Partially Met Proactive follow-through conf 91%
Provided next step (search support site) but no timeline, follow-up commitment, or confirmation of whether the customer could perform it successfully.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the agent’s correct identification of OOW status and lack of RMA eligibility.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, thanked customer, used respectful tone, and acknowledged customer’s effort without impatience or discourtesy.
X2 Met Tone & rapport conf 94%
Maintained steady, courteous pace; matched customer’s tone and confirmed understanding of key details like name and email.
X3 Not Met Overall experience conf 93%
Customer was forced to independently search support site without guidance on which article to use, adding avoidable effort.
Call Transcript17 turns · 18 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. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support. Linksys.com. [silence]
00:00
Speaker 1
oh yes
01:00
Speaker 2
www.link-sys.com. You can also connect with other users for tips and guidance at reddit.com slash r slash link-sys. [silence] Thank you for calling link-sys. This is Eppy. How can I help you?
01:00
Speaker 1
I'm issue with my computer and the internet provider that I have said that it's probably the router, which is a a link space. And I should call you folks to see if I could have it repaired. Uh, maybe with some updates or well, whatever Whatever we need to do. Yeah that's right. Yeah. He's saying, you know, from his side, it looks like the motor is fine and so he's
02:00
Speaker 2
Okay. So your computer is not able to go online with your link sys router? Okay. [silence] All right.
02:00
Speaker 1
Yeah, the model number would be eA 7400. And the serial number, correct. And the serial number would be one, nine, a, one, zero, C six, four, six, one, three, eight, six, seven. Um, well, I mean, I only got this one device that I'm trying to go online with. And yeah, it's not able to go online.
03:00
Speaker 2
All right. Certainly. Have the model number and the serial number of your links as device, please. A. 7, 400, and the serial number. OK. So, right now, all of your devices cannot go online using the router? [silence]
03:00
Speaker 1
To me. Ah, something through the. To the internet to my computer to. To fix it but. It's not, it's not connecting. Mm-hmm. A desktop. My name is Henry. H-A-N. It would be Hansdrafting. atyahoo.com. So that's the, my last name H-A-N and then a S and the word drafting. Yeah.
04:00
Speaker 2
Your computer is a laptop or its desktop? Okay sir, let me create a record first. Can I have your name? A-H-N, okay and your email address sir? Oh with the S, okay, okay. So ahn and then the letter S as in Sam, drafting at the ends
04:00
Speaker 1
Correct. Respect young. Mm-hmm. I see. Okay. Okay. Um, I wanna say about five years. Yeah. [silence]
05:00
Speaker 2
So sir, who is your Internet provider? Spectrum. Okay. All right, thank you for that information. So if that's the case that you're unable to go online using the router sir, so there's a need for us to verify the settings of the router. Could be that your router right now is not communicating with your modem. Okay? And uh sir, just to set your expectation here, upon checking your router, this EA7400, sir, is already out of warranty. Okay? And usually, we can't provide you with the technical support for this one. Even though if you want to, and if you want to request for the repair of the device, you could no longer use your router since the end of life. So, is that the one that will help you? And how long have we been using this device? Five years. Okay. Okay. Yeah, it's one of our end of life router, sir. And even the technical support for this router, sir, already ended August 2024. So, what we can offer, sir, is our website. Uh that would be support Dot linksys.com. Okay, you will find their articles on how to reconfigure this router because since the router is not communicating with your modem, you don't have internet. So, there's a need for you to access the router settings and reconfigure the settings to make it communicate with your modem. And aside from the articles, sir, yes, aside from the articles, you can also take advantage of our AI tool at the bottom right. So, you can ask our AI agent how to set up.
05:00
Speaker 1
I see. Okay. So where do I find this? You'll send that to me or? Okay. Yes. U. S-Y-P-P-O-R-T. Okay. Support. Okay. Ok.com. And when I get to that site, is there a specific chapter or article I should be looking for? [silence]
07:00
Speaker 2
All you have to do is just to search for the model number. Okay. Alright, so the web site, we can give you the web site that would be support. S-U-P-P-O-R-T. linksys.com. Right, so you need to look for
07:00
Speaker 1
[silence]
08:00
Speaker 2
there are list of articles related to your issue, so you can also search for the model number of your Linksys device and the model number is EA 7400. Yes, sir. All right. So you may try that website. And yes, sir, Henry, by the way, if ever you need to call us, just give us your phone number. So we already created a record for you here.
08:00
Speaker 1
Oh, I see. Okay. I see. I see what you say. Okay, well, thank you for your assistance. And okay, bye, bye.
09:00
Speaker 2
No, I already have your record here, so we created a record for you here. So, yes. If ever you need to call us, just, you can [ ] you can just give out your phone number or your email address so we can pull up your record. Okay. Thank you for your time and your Yeah. Thank you for your time, Sir Henry. So, this is Epi again from Linksys. Thank you for calling. You do have a great night, sir. You take care. Yeah. Bye-bye.
09:00