V2 Rubric Detail — 83f9963c-702e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 00:40
Duration
8m 23s
Contact
Aaron
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134695
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT3200ACM - no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall55.6% (+21.6)

V2 Grader Summary

The agent identified the router as outdated and offered a technically sound path (reset then replace), but failed to conduct meaningful troubleshooting or use diagnostic tools to isolate the issue. While ownership and next steps were clear, lack of empathy and guided resolution left the customer without confirmed service restoration, resulting in an unresolved case.

V1 Case Analysis

Customer reports no internet throughout home; TV cannot connect. Collected model WRT322 and serial. Advised factory reset and replacement; emailed reset instructions.

Troubleshooting Steps
  • Collected router model and serial number
  • Asked about Wi‑Fi visibility on devices
  • Advised factory reset and possible replacement
Key Observations
  • Agent skipped basic WAN and power‑cycle troubleshooting steps.
  • Recommendation to replace the router was given without confirming warranty status or confirming the issue could not be resolved otherwise.
  • Communication contained unclear phrasing (e.g., "if you join the but no internet") and informal language.
Positive Highlights
  • Collected model and serial number early in the call.
  • Offered to send detailed reset instructions via email.
  • Acknowledged the customer's frustration and thanked them.
Agent Errors / Gaps
  • Did not verify WAN connection or perform a power‑cycle before recommending replacement.
  • Provided no concrete factory‑reset steps during the call.
  • Suggested replacement based on an assumed end‑of‑life status without confirming warranty eligibility.
  • Used informal language and ambiguous statements that could confuse the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered to email reset instructions and suggested replacement but did not confirm resolution or verify internet restoration; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked about LED color and Wi-Fi visibility but skipped essential steps like power cycling modem/router, checking WAN connection, or testing direct modem link.
R3 Met Correct resolution path conf 90%
Agent correctly identified the WRT322 as outdated/OOW, advised factory reset as immediate fix, and recommended replacement for long-term security — appropriate path per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified 'no internet' and asked about lights/Wi-Fi, but failed to isolate source (ISP vs. router) or determine root cause through logical sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools used — did not guide customer to test direct modem connection, check admin UI, or run speed test despite clear need for WAN verification.
T3 Met No misinformation conf 95%
Information on factory reset, decommissioning timeline, and replacement guidance aligns with KB; no technical inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced self and collected basic info but did not set expectations, control flow, or manage transition beyond sending email.
C2 Met Confirmed understanding conf 90%
Used plain language, confirmed customer’s technical level, and tailored instruction delivery accordingly.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by committing to send instructions and not transferring; followed through on stated action.
O2 Met Proactive follow-through conf 95%
Set clear next step: 'I will send instructions; you should receive them in 5–10 minutes after the call.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope for OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s situation but used dismissive phrasing ('not worth paying for support') without validating frustration over total outage.
X2 Partially Met Tone & rapport conf 80%
Maintained procedural tone but did not adapt pace or style to customer’s apparent stress; kept interaction transactional.
X3 Partially Met Overall experience conf 85%
Offering email reduces some effort, but left customer to perform full reset alone without guided troubleshooting or immediate support.
Call Transcript18 turns · 18 lines
Speaker 1
[silence]
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 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] Thank you for calling Linksys. My name is Nathan. Who am I speaking to? [silence] [silence] [silence]
00:00
Speaker 1
Uh, we have we have no internet connection in our entire house right now, so. yes. That's on the bottom, right? yeah. Um, serial number is 1981 1160b 9-01671.
01:00
Speaker 2
What it says about. No internet, low internet, disconnection. Okay. Uh, can you give me the model and the serial number of your router?
01:00
Speaker 1
Model number, WRT 322. [silence] Color on the light. [silence] Yeah, it looks like they're like gray, like blinking. [silence] Orange. [silence] In the one. [silence] Just here.
02:00
Speaker 2
Do you have your model number? Alright. Can you tell me what's the color of the light on the router?
02:00
Speaker 1
yep yeah I can see the lines on the 2.4 gHz feeding the 5 gHz yeah it says that there's low data mode right now low it just connected to the 5 oh yeah let me see if I can get get the TV to connect one second.
03:00
Speaker 2
But you can still see the WiFi name on your router, right? When you check in your mobile phone or computer, can you see the WiFi name, the default or whatever WiFi was set up? [silence] Low data mode, no data mode.
03:00
Speaker 1
I don't even know if I have WiFi or not, because my stupid phone is not smart. Yeah, my TV is not picking up our Wi-Fi. Like at all. Yeah, I can it can see the Wi-Fi on there, yeah. [silence]
04:00
Speaker 2
Right. But all other devices can still see the Wi-Fi right. Laptop computer phone and they detect and can they.
04:00
Speaker 1
like it says it does yeah it says it's connected it doesn't say like hang on maybe I think it might be working now I don't know because on my phone it's working now but on my tv it's not so I don't know if it's working or if it's not [silence]
05:00
Speaker 2
if you join the but no internet Do you have internet for those devices that are connected? [silence]
05:00
Speaker 1
you're you're welcome bro appreciate it
06:00
Speaker 2
you may need to factory reset and reinstall the router i can send you the instruction can you give me your email address please i will send you the instruction A for Abel J for January S for Sam 0 8 2 8 9 1 2 3 at gmail dot com right you can receive this email directly your name again i didn't get it Aaron save it to Aaron now uh the router is a little bit old and this is scheduled to be decommissioned
06:00
Speaker 1
Okay. Okay. Okay. [silence] Okay.
07:00
Speaker 2
The: This is security service that will disagree by July of this year. Next month, they'll no longer be supported by spectrum due to weaker security. You may need to plan to replace this one, but for the meantime, it can still work maybe 3 to 6 months to a year. It will still work. And factory reset it. I'll give you instruction. It's not worth paying for a support. It's already expired warranty. It's better at recommended replacing it. Replacing the router would cost you around $50 and that is already, that would give you 3 year's warranty and better coverage and security. But for the meantime, what you can work with, I will send instruction on how to uh factory reset and reinstalled. Don't worry. The instruction I will give is detailed. Step 1, 2, 3 and easy to follow.
07:00
Speaker 1
Okay. Okay. Sounds good. Yep. Bye-bye. [silence]
08:00
Speaker 2
Dummy type or ordinary regular type is intended for non technical. You are technical area, you understand these things. So, this would be a breeze and easy for you to follow. Give me 5 to 10 minutes after the call. You should be able to receive the email. Would that be okay? All right then. Have a nice day and good day. Bye-bye for now.
08:00