V2 Rubric Detail — 81648366-7c02-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 01:56
Duration
19m 32s
Contact
No name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00136638
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall27.4% (-28.6)

V2 Grader Summary

The agent correctly identified the E8450 as end-of-support but failed to follow the mandatory diagnostic process for internet connectivity. By skipping the modem-direct test and WAN verification required by universal_isp_modem_diagnostics.md, the agent failed T1 and T2. The issue remained unresolved with only a promised self-help email as follow-up, and communication and ownership gaps were evident due to language accommodation failure and incomplete next steps.

V1 Case Analysis

Customer unable to get internet on two EA8450 routers. Collected model/serial, advised reset and reconnection to default Wi‑Fi, and offered to email a self‑help guide.

Troubleshooting Steps
  • Collected model number (EA8450) and serial number (38D10M52D00673).
  • Advised pressing the reset button to restore factory defaults.
  • Instructed to connect to the default Wi‑Fi SSID (based on serial) and use the default password.
  • Promised to email a step‑by‑step troubleshooting guide.
Key Observations
  • Agent did not speak Spanish, causing a language barrier and repeated clarification attempts.
  • Agent incorrectly stated the EA8450 model was end‑of‑support, which is not supported by the KB.
  • No verification was performed to confirm that the router regained internet connectivity after the reset.
  • Warranty status was never confirmed or looked up.
Positive Highlights
  • Successfully obtained the correct model and serial number from the customer.
  • Provided clear step‑by‑step reset instructions.
  • Offered to send a written troubleshooting guide via email.
Agent Errors / Gaps
  • Language mismatch – agent could not communicate in Spanish despite the customer's language.
  • Inaccurate claim that the EA8450 is out of support.
  • Did not verify whether the suggested reset actually restored internet connectivity.
  • Did not attempt a warranty lookup or clarify warranty status.
  • Provided a closure path (email guide) without confirming the issue was resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent only offered to email a self-help guide and did not get the router working or confirm any resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked only if the router was reset and told customer to reconnect to default Wi-Fi; no WAN test, ISP check, or step-by-step troubleshooting performed.
R3 Met Correct resolution path conf 94%
Agent correctly identified E8450 as end-of-support and offered best-effort guidance (reset and reconfigure) rather than dismissing the customer.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply a logical diagnostic process; per KB, first step for 'no internet' is to test connection directly at modem to isolate ISP/modem from router, which was entirely skipped.
T2 Not Met Appropriate tools / resources used conf 96%
Agent skipped essential diagnostic tools/steps required by KB: modem-direct speed test and checking WAN status in local web interface.
T3 Met No misinformation conf 98%
Information on default SSID (Linksys + last 5 of serial) and end-of-support status is accurate per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Long silences, no clear agenda, and agent did not manage the flow of the call; lost initiative and failed to guide interaction effectively.
C2 Not Met Confirmed understanding conf 95%
Customer spoke Spanish; agent continued in English and did not provide language accommodation despite acknowledgment of language barrier.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent promised to email a guide but did not capture a clear email address or confirm the send; ownership incomplete.
O2 Partially Met Proactive follow-through conf 87%
Agent stated intent to send a guide but gave no timeline and no confirmation process; next steps were incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed for this contact; first interaction only.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the end-of-support status and lack of troubleshooting effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent expressed apology ('I'm really sorry') and maintained polite tone, but interaction remained transactional without deeper empathy or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt communication style to non-native English speaker; continued at same pace despite customer difficulty and language barrier.
X3 Not Met Overall experience conf 92%
Customer repeated serial/model multiple times; agent did not use verified data efficiently or reduce redundant steps, increasing customer effort.
Call Transcript20 turns · 21 lines
Speaker 1
las conexione y la puerta voy a hablar p p y menos sección que dice que no se conecta al Wi-Fi no
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, You may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
This is KTV1. [silence] Oh, no. No?
02:00
Speaker 2
Thank you for calling Linkcess. This is Ruby. How can I assist you? Uh yes. Hello? Is someone on the other end? Make sure that your Mike is on so that I can hear you. I will be given this one another 20 s for you to respond if not then I will end [silence]
09:00
Speaker 1
This message has been transcribed. One moment while I [silence] notify the caller. Hello
10:00
Speaker 2
What was talking about the fading, etc. Since there's no one on the other line, so I will be ending this call. And Oh, hi, sir. I thought like I was about
10:00
Speaker 1
Yes. this Spanish? Okay. Okay, that's fine. I have a router but uh the internet is not connected to the router. I have internet but uh on the router it doesn't catch the internet. Uh it's uh Optimum. I have two. Uh the model number of the uh router it's not working. I'm going to give you the [silence]
11:00
Speaker 2
To end this call, this is Ruby from Linksys Technical Support. How can I assist you? Oh, I don't speak Spanish, sir. We don't have a Spanish speaker. I'm sorry for that. Oh, so there's no internet right now and how long have you been experiencing this no internet connection? Um, I believe we can resolve this. Yes, you have internet, but it's not working. Who is your internet service provider? Oh, optim. [silence] How many Linksys routers do you have, sir? [silence] Oh, [silence] about two, two. And then what's the model number?
11:00
Speaker 1
which one from the, from the, from my, from the, the thesis number, which is the thesis number, ck, 3, ah, D, 1, D, 1, 0, M, 5, 2, D, 0, 0, 6, 7, 3. Yes. Oh, where is it? The final model number, model number, mother name, oh, E. Male: Yes, the model number is a [ silence ]
12:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] yes, you can also provided the serial number. Mhm. Mhm. Mhm. let me repeat three 8 D for Dog 1 0 M for mike 5 2 D for Dog 0 0 6 7 3. Mhm. Mhm. Mhm. okay, thank you sir. what's the model number? Mhm. it's yeah. it's on the sticker.
12:00
Speaker 1
It's 845. Yeah. From, I think, three days? No. No, no, no, that one had a long time. Already maybe like three years. Yeah. Okay. No. That one I bought, I think, in Bed, in peace. From Brooklyn. Here. Okay.
13:00
Speaker 2
Okay. uh, so you have two E8450s. and how long have you been using this one? Oh, three days. Where did you purchase this one? Oh, three years. okay and this was uh this were provided by Optum and from um World Wide Technology and you're calling from where? okay so let me check the serial number can you stay on the line and the model also okay so it's E8450 any number is A, B and C right the zero five seven L and then the model is from the best buy correct yes it is okay uh serial number five AG and then zero five seven L and zero and that was provided by Optum so when did you purchase this one back in 2010 right. yes.
13:00
Speaker 1
Before was, before was working. Before was working. Three days, three days ago they're not working. Yeah, I did already. They're, they risk it. Yes. What? Uh, yeah, but one is not working.
14:00
Speaker 2
Okay. Sir, like, did you like done a troubleshooting on this router? Like did you reset the router, the two routers? Oh, and did you like press the reset button? Because if you press the reset button, sir, so the router will set back to its default settings and then you need to reconfigure the router. And upon checking it here, sir, okay. So, you have two E8450, right? and this is like the model number of the router. So, sir, Upon checking it here, okay, I am really sorry to inform you, but I want also to be up front with you. This model has reached end of support, so it's no longer receives firmware updates or active fixes or technical support. But I can provide you a few practical steps that often help. And also afterward, I'll help you email a self-help guide, okay, so you can keep and then also you can follow. Okay. So for this one, sir, since you reset the router, okay, so you need to reconfigure it. Once the router is reset, the settings is will set back to its default. So before you proceed, the troubleshooting, for example, you have a laptop or an iPad, you need to connect that device first to the default Wi-Fi name of the router because it's now it's on default. So you can check, sir. What's the default Wi-Fi of the router? It's underneath. the router
14:00
Speaker 1
Okay. Again. I need to check the area number okay the password you say the password is the four. Yeah. I 77. Yeah, I see. Yeah. I see. But they say no internet.
16:00
Speaker 2
I guess it starts with links and then the last five digits of the serial number. can you check? Uh-huh. I know, what's the default Wi-Fi name of the router? The default Wi-Fi, it's on the sticker, sir. If it links says... No, no, no, the default Wi-Fi. Can you see right there? links 00673. That's the serial number of the router. Okay, So you can check on your phone. Check if you can see on the Wi-Fi list, check if you can see the links says 00673, then connect your Yes.
16:00
Speaker 1
Okay. I'm going you know if you think I need music. It's just just th ED. It'll email. S-T-L-A-N. And then Jessica. Is I C hardware. No, is A. [silence]
17:00
Speaker 2
because you read you You like press the reset button of the router. So for this one, sir, since again this is an of support, so there's no more technical support in this one. But I can send you the troubleshoots to guide or the steps where you can follow. So I need to have your email address. So I can send it to you, sir. mm-hmm. You spell out ma'am, so I can get it the right spelling. Let me repeat. So it's Castilan, so C for Canada E for Apple, S for Shera
17:00
Speaker 1
[silence] And then S. Yes. Yes. Yes. Yes. Yes. Yes. C. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes. Yes.
18:00
Speaker 2
me after this call. I will send you the troubleshooting guide, okay? And then make sure before you follow the troubleshooting steps, make sure to connect your IPad, okay? Because you will be using an IPad or computer to reconfigure. So connect your IPad first to the default Wi-Fi name of the router using its default router pass, default Wi-Fi password, okay? Once it's connected, then follow the steps, okay? Thank you so much for your time. You're welcome. Bye-bye.
19:00