V2 Rubric Detail — 848bdeb8-73bf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:36
Duration
14m 1s
Contact
Jonathan Kenneth Sheet
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135135
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall26.4% (-29.6)

V2 Grader Summary

The agent identified the router as out-of-warranty but provided no substantive troubleshooting, offering only a paid-service email guide. No diagnostic steps, tools, or empathy beyond a generic apology were used, leaving the customer's Wi-Fi loss unresolved.

V1 Case Analysis

Customer reports Wi-Fi outage on E7350 after weather event. Out of warranty. Agent advised factory reset and offered to email user guide. No troubleshooting performed.

Troubleshooting Steps
  • Confirmed ISP was contacted and is not the cause
  • Collected device model and serial number
  • Checked warranty status in system
Key Observations
  • Agent did not perform any basic troubleshooting steps (e.g., power cycle, LED check, direct modem test) before concluding the issue was hardware-related.
  • Agent correctly identified the device as out of warranty and communicated support eligibility accurately per KB guidance.
  • Agent's advice to perform a factory reset aligns with KB recommendations for unresponsive devices, though no validation was attempted.
  • No technical inaccuracies were found in the agent's guidance when cross-referenced with the KB.
Positive Highlights
  • Accurately collected customer contact information, model number, and serial number.
  • Correctly identified the E7350 as an end-of-life model and out of warranty since 2024, per KB guidance.
  • Clearly communicated the limitations of support for out-of-warranty devices and mentioned the paid Connect service without coercion.
  • Provided a concrete next step (factory reset) and offered to email a user guide, aligning with KB recommendations for out-of-warranty devices.
Agent Errors / Gaps
  • No basic troubleshooting steps were performed despite the issue being a Wi-Fi outage (e.g., power cycle, check LED status, test with Ethernet cable). This is a protocol gap but not a technical accuracy error.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device is out of warranty and offered no troubleshooting, only a paid service and email guide, leaving the WiFi outage unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if customer contacted ISP and whether they tested at the modem; skipped essential steps like rebooting, checking LEDs, or attempting a reset.
R3 Not Met Correct resolution path conf 95%
Agent identified the device as out-of-warranty but then stopped troubleshooting, offering only a paid-service option instead of best-effort assistance required for OOW cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Diagnostic process was limited to a single verification question and collection of account info; no systematic symptom identification or root-cause probing.
T2 Not Met Appropriate tools / resources used conf 94%
No tools, remote session, or knowledge-base references were used; the agent could have guided the customer through reboot/reset steps but did not.
T3 Not Met No misinformation conf 98%
Agent claimed 'we no longer provide a free troubleshooting assistance over the phone' for OOW devices. This is contradicted by the QA Rubric v3 OOW standard: 'agents are expected to make a real troubleshooting attempt... explain limitations clearly, and leave the customer with a path forward.'
Communication
C1 Partially Met Clear & professional language conf 94%
Agent introduced themselves and asked a couple of questions, but the call ended abruptly with a generic email offer and no clear transition or closure.
C2 Met Confirmed understanding conf 95%
Agent used plain language, asked for name, email, model, and serial number, and avoided technical jargon the customer could not follow.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent stayed on the call and did not transfer, but did not take ownership of solving the problem—simply handed the customer a paid-service option.
O2 Partially Met Proactive follow-through conf 93%
Agent promised to send an email with a user guide, but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, given the situation, escalation was not clearly required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent offered a brief apology (‘I’m sorry’) but did not acknowledge the customer’s frustration or repeated attempts.
X2 Met Tone & rapport conf 95%
Agent maintained a calm, polite tone throughout and matched the customer’s informal style.
X3 Not Met Overall experience conf 96%
Customer was asked to repeat model/serial information and received no troubleshooting, creating unnecessary 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 devices 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. [silence]
00:00
Speaker 1
[silence] Can you make a big bull or something? Hey, there, we're having an issue with uh with our router. We noticed the other day we lost Wi-Fi and we just thought it was like something with the the weather that was going on, but it still hasn't uh come back on. Cool. Yeah, we tried calling Spectrum to see if it was something through their end, was um completely okay, and most most likely a router issue.
02:00
Speaker 2
uh hi thank you for calling lynx as technical support my name is delenn how can i help you today? [silence] but it hasn't come, but.
08:00
Speaker 1
yeah we have we tried connecting yeah we tried connecting directly to it and it worked Jonathan Kenneth Sheet? Kenneth
09:00
Speaker 2
all right, so, you have already called your internet service provider to check from their end. But, have you tried checking directly with your modem if it has internet access? If you connect directly to it. okay, that's good. all right, so, let me just run some verification with you first, sir. And, create a quick record here. So that, I can proceed further. Let me start with your full name. I'm sorry, that's Jonathan.
09:00
Speaker 1
Skenneh Th and then sheets like the paper. S-H-E-E-T-S. Correct. Jonathan. J-O-N-A-T-H-A-N Dot Kenneth. K-E-N-N-E-T-H 03 I'm is your dot com right? Uh, Kennes messником 03 at I cloud dot com Correct.
10:00
Speaker 2
Oh, okay. can it? Alright. How about your email? kind of. Okay, so that's jonathan.ken03@iCloud.com. Alright.
10:00
Speaker 1
Yeah, it's gonna be, four E as in Echo. Seven. Three. Five. Zero. Going to be three seven. A as in Alpha. One Zero. And as in Mike. Two. Seven D as in Delta. Zero zero zero two. Five. Correct. (Well, there it is.)
11:00
Speaker 2
okay now uh can you tell me what's the model number and the links sir router that you have okay so you got E seven three five zero how about the serial number alright thank you so much for that one sir let me just repeat it's 37 1 0 m for Mike 27 D for Delta zero zero zero zero two five alright Let me just finish up the record here. All right. So, just to set your expectation, sir, Jonathan, the Linksys router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware. Also, looking at here, it shows that your device is already out of warranty since 2024. Unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service, but that doesn't guarantee that the customer's specific hardware issue will be solved.
11:00
Speaker 1
Yeah, we tried that one a couple different times. We actually let it sit for an hour and it didn't do anything. That's okay, we'll probably just end up getting another one then. Thank you.
13:00
Speaker 2
Yeah, I see. So you probably need to reconfigure your router back to its default settings and set it up again. I can send you an email for the user guide for this specific model so that you'll have a reference on how to set it up and reconfigure the router. I'm sorry. [silence]
13:00