V2 Rubric Detail — 8a4745ca-74d9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:15
Duration
8m 2s
Contact
Risamar Palomera
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135429
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_Dropping of internet connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall64.0% (+8.0)

V2 Grader Summary

The agent maintained professionalism and set clear expectations but failed to perform best-effort troubleshooting for an out-of-warranty device, skipping essential diagnostic steps and tool use. While ownership and communication were strong, the customer was made to repeat information and no technical progress was made toward resolving the internet drops, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports intermittent internet loss on both wired and wireless after password reset. Warranty expired; paid support offered and declined. Sent factory-reset guide via email.

Troubleshooting Steps
  • Collected router model (EA8300) and serial number (21P10C663702388)
  • Confirmed ISP (Spectrum) and that issue affects both wired and wireless devices
  • Informed customer of expired warranty and offered paid support
  • Offered to email factory-reset guide after paid support declined
Key Observations
  • Agent did not perform basic troubleshooting (reboot/power-cycle) before offering paid support or self-help.
  • Agent correctly identified warranty status and support eligibility (out of warranty).
  • No technical advice contradicted the KB; factory reset guidance is valid for EA Series routers.
  • Paid support offer was appropriate for out-of-warranty device but should have followed free troubleshooting first.
Positive Highlights
  • Polite and professional communication throughout the call.
  • Correctly identified expired warranty and support eligibility.
  • Provided valid self-help resource (factory reset guide) after paid support declined.
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps (restart modem/router, power-cycle) before escalating to paid support or self-help.
  • Did not attempt channel change or basic WAN/ISP validation despite customer reporting internet drops on both wired and wireless devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the internet drop issue; only offered paid support and to send an article.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent asked for ISP, wired vs wireless status and suggested channel change and factory reset, but did not walk through any troubleshooting steps.
R3 Not Met Correct resolution path conf 92%
Agent correctly identified OOW status but defaulted to paid support without attempting best-effort troubleshooting (e.g., firmware check, power cycle, local login). KB requires L1 work even for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (intermittent drops) and asked about ISP and connection type, but skipped key diagnostics like LED behavior, recent changes (password reset), or speed/WAN tests.
T2 Not Met Appropriate tools / resources used conf 85%
No tools used (e.g., remote diagnostics, firmware check, or even guiding customer to http://192.168.1.1). Customer had app access but agent didn’t leverage it. Tool use was clearly required but skipped.
T3 Met No misinformation conf 97%
All technical info provided (warranty status, paid support cost, factory reset option) was factually correct and consistent with policy.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations about warranty, paid support, and next steps; maintained control despite customer’s fragmented input.
C2 Met Confirmed understanding conf 93%
Used plain language, avoided jargon, and adapted to customer’s pace with polite prompts and confirmations.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and offered to send a guide despite OOW status.
O2 Met Proactive follow-through conf 91%
Clearly stated next step: sending a setup/reset guide via email. Realistic and actionable.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was standard connectivity troubleshooting within L1 scope, even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 94%
Expressed empathy (‘sorry to know about that’), remained courteous, and acknowledged customer’s frustration.
X2 Met Tone & rapport conf 92%
Matched customer’s conversational pace, used clear prompts, and maintained engagement despite interruptions.
X3 Not Met Overall experience conf 90%
Repeatedly asked for serial, model, phone, email, and MAC address despite customer providing them; caused unnecessary repetition and effort.
Call Transcript16 turns · 16 lines
Speaker 1
Oh
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 product, 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. Thank you for calling Linksys. My name is Raquel, and how may I assist you today? [silence] I thank you for calling Linksys. My name is Raquel, and how may I assist you today? Is there any one on the other line? Hello [silence]
00:00
Speaker 1
Hello. Yes. I was calling, because I need help with my router. My internet keeps going out. Hello. Yeah. My internet keeps going out. It's been like this for days. Like for wirers. So I reset the password on the app and ever since then, the internet sucks. Yes, one second.
01:00
Speaker 2
yes, hello, Can you hear me fine? I, okay, Okay, What seems to be the problem of your router hello, hello, Okay. Like how many days already? Hm. I see, understood. And sorry to know about that. For me to properly address you with the internet going in and out on the router, may have its serial number found at the bottom.
01:00
Speaker 1
388 what are you doing man? Am I good? Can I what? 2 one P 1 0 C as in cat 6 6 37 0 2 3 8 8 [silence]
02:00
Speaker 2
Okay. Okay, I'm sorry, can you are start this? Can you start again the serial number? Mm-hmm, mm-hmm, mm-hmm, mm-hmm, mm-hmm, mm-hmm. All right, let me make sure I got it correctly, so that's 21 and then next is P for Paul, the letter.
02:00
Speaker 1
Correct. The MAC address, oh is it E-A-8-3-0-0? No I've called before. It was a long time ago. 8-5-8-705
03:00
Speaker 2
10 C for Charlie, 63702388. right and a model number showing at the bottom may have it as well. Normally it starts with letters then followed by numbers for the model number. How about model. right, so you have the Linksys smart wifi router and is this your first time calling Linksys? right, may have your phone number. okay, let me check getting your phone number here your record. may I have your phone number please?
03:00
Speaker 1
5005. Hmm. Uh, P-A-L-O-M-E-R-A 8 5 8 @yahoo.com. Correct. Yeah. My first name is Isamar. I-S-A-M-A-R. My last name is Palmera. P-A-L-O-M-E-R-A.
04:00
Speaker 2
Alright, let me check it here. I see no record with the phone number. How about email address? It's Paloma858, right? Gmail.com. Okay, thank you. Let me check using email for a moment. If no record, it could be that you are registered with our old tools, but let me create a new one here. May I have your first name and last name, please? Okay. Some more. Alright. Thank you.
04:00
Speaker 1
Yes, spectrum. Yeah, nothing that's wired.
05:00
Speaker 2
And while my system is checking the warranty and support of your Linksys router, have you already tried like turn off and on the router and your modem, the Internet box from your provider, okay. Thank you. And may I know who's your internet service provider? Spectrum. Thank you. And uh just to verify, the dropping of internet connection is it both devices connected to the router wireless and wired? There you have a device that's connected wired that's also experiencing dropping of internet. Silence.
05:00
Speaker 1
Correct.
06:00
Speaker 2
and when it drops, are you still able to see the Wi-Fi signal from, coming from the Linksys router like you can connect to it, but no internet? I see had it, guys. Right now, I am double checking it here, uh, since only the Wi-Fi devices having trouble, we could try changing channel on the route, on the router. In the last resort, if it's all the same, we can reset the router back to factory settings. And just to give you a heads up, an expectation, going back to the warranty of your Linksys router, it actually already ended. And for our out of warranty devices, if you wish us to walk you through, troubleshoot your Linksys router here over the phone, we do have a fee.
06:00
Speaker 1
No, thank you. Okay. No, that's all. Thank you.
07:00
Speaker 2
Paid support that will cost $1.5. that's one five. It's a non-refundable technical support lasting for one hour. If we're unable to fix the issue or determine your device is defective, no replacement and no refund will be given. Would you like to avail with this paid support for troubleshooting? No problem. I can actually also send an article guide where you can try resetting the router to factory settings and set it up again like a fresh start. You can follow the guide that I'm going to send to your email. All right. Anything else? Other questions for Linksys? All right. Once again, Raquel, thank you for your time and have a wonderful day or soon our. Thank you for calling Linksys. We want to go.
07:00