V2 Rubric Detail — 8ad3c652-7fd4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:37
Duration
24m 5s
Contact
940-255-5361
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137174
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall66.3% (+46.3)

V2 Grader Summary

The agent conducted appropriate troubleshooting using the router UI to identify a physical connectivity issue (empty port status), providing accurate and actionable advice aligned with KB guidance. While the issue remained unresolved, meaningful progress was made with clear next steps. Customer experience suffered due to lack of empathy and unnecessary customer effort, but no critical failures occurred. Resolution outcome is Partial Resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports 'no internet connection' after all troubleshooting steps; issue not resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer to router UI, identified missing port link indicators, and logically narrowed issue to physical layer (cable, wall patch, or router port).
R3 Met Correct resolution path conf 85%
Agent pursued best-effort troubleshooting for an older device (E5450) without dismissing due to warranty status, offering actionable next steps (spare cable test).
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (no internet despite Wi-Fi), asked about reset/power cycle, used router UI to check port status, and inferred physical connectivity failure.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used the local web interface (192.168.1.1) to inspect router status — the appropriate tool for diagnosing WAN/LAN port activity.
T3 Met No misinformation conf 95%
All technical guidance (e.g., checking port lights, testing cables, suspecting wall patch) aligns with KB troubleshooting for 'no internet' despite local connectivity.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, no clear framing, and abrupt transitions (e.g., jumping to IP without confirming understanding).
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding after key steps (e.g., loading myrouter.local, interpreting port status).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and offered ticket reference — demonstrated ownership throughout.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested trying a spare cable but did not set a timeline or callback commitment; however, issue was customer-actionable with clear next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and none was warranted — issue was within L1 scope and agent made reasonable attempt to resolve.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent gave no explicit empathy or acknowledgment of the customer’s frustration; communication remained transactional and solution-focused without emotional recognition.
X2 Partially Met Tone & rapport conf 75%
Agent maintained steady pace and avoided jargon; while tone was flat, customer followed instructions successfully without repeated confusion.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat steps, test cables, and navigate the router UI without the agent handling any actions, creating unnecessary effort (e.g., manual URL entry, port interpretation).
Call Transcript39 turns · 41 lines
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. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
All right. I have one of your products, and it says that the internet is working. Like it's got the green light and all that. And then I can connect my phone. The Wi-Fi symbol comes up, but then it says, no internet connection. The serial number is 6-1-W-1-0-M-2-3-E-0-1.
01:00
Speaker 2
Thanks for calling, my name is Gerald. What is the serial or model number of that router?
01:00
Speaker 1
231 and then the model number is E5450 okay that's
02:00
Speaker 2
All right, and the motor number. Okay, checking.
02:00
Speaker 1
Um, it is, G'W-I-L-L-I-A-M, I'm R, O W, B-B, I-E, at Gmail.com. Um, I did, it is Robert, William, G, W I, L, L I, A-N. Um, I don't know who they use. I live in an RV park and it's just, this is the router that supplied.
03:00
Speaker 2
4. What is the, um, what's your email address? [silence] Got it. 4. And what is your first name and last name, so I can create a record for you? [silence] Okay. Who's your internet provider?
03:00
Speaker 1
I purchased them. They supplied me with that's whoever they used. That ever set up. Um, uh, the last time it was working was last Thursday. As far as I know, if I came home Friday from work, then it didn't work. So yeah, last Thursday.
04:00
Speaker 2
I see. When was last time it stopped- I mean, it was working. Do you have a computer that can be re wired directly to the Internet source?
04:00
Speaker 1
Uh, I do not. I have an iPhone. Yeah. I've, uh, unplugged the cable. Unplugged it back in. I've tried leaving it, the power unplugged for, like, 30 minutes. Unplugging it back in. I've unplugged, uh, the cable, the, uh, the Ethernet cable. I've tried hit, I've tried the reset button on the back of it.
05:00
Speaker 2
do you have iPad? we can try iPhone. There's only limited things we can do with that, but uh we'll see. All right. What troubleshooting have you done so far? Did you attempt to reset it or you did not?
05:00
Speaker 1
I have turned the reset. Yes, sure. yeah I can connect to it and then it says no internet. Yeah. No internet connections. I haven't heard anything about anybody else having problems in this RV park. So I would assume it was working.
06:00
Speaker 2
Okay. But you did not press the reset button, right? you did try to reset I see. So if you go to your phone settings, Wi-Fi settings, you can see the Wi-Fi name Linksys02031, correct? You said you are connected to it, but no internet. Okay. And you do already confirm that the internet source is working, correct?
06:00
Speaker 1
And my the internet the its a little light on the back of it says internet, it does just solid green. assuming that's working. Yeah, I have Safari. All right. Myrouter.local silence.
07:00
Speaker 2
I see. Okay. All right. Let's go to your, um, you have Safari or Google Chrome? You do have Safari, right? Since it is iPhone. Okay. Open Safari browser. Go to mirelate.local. Yeah.
07:00
Speaker 1
It's turn to pull it up. Yes. [silence] Uh. [silence] Yes.
08:00
Speaker 2
What happened? [silence] Is it still loading?
08:00
Speaker 1
All right, I'm ready. Heard. Heard. It's trying to load that one as well.
09:00
Speaker 2
[silence] Let's try to use the IP address of that. So open again a new tab, I mean open a new tab and I'm going to give you the IP address when you're ready. Okay, that is 192.168.1.1. Enter.
09:00
Speaker 1
all right I just pulled it up it says uh link this and then system status it's got Okay. [silence]
10:00
Speaker 2
Alright, continue to set up the router. I think it's asking you to set up the router. [silence]
11:00
Speaker 1
OK. It still says, uh, no Internet connection. uh, yes. Um, it told me to then try connecting to the net. [silence]
13:00
Speaker 2
But you've done creating Wi-Fi name and password, right? What do you see now, on the page?
13:00
Speaker 1
work. Uh, yes. And that didn't work. Um, I did but it still said no internet connection. Alrighty. Now it just says checking for internet connection. Please wait. This may take a couple of minutes.
14:00
Speaker 2
I was asking you to connect to your updated network. Okay, you're connected. Okay, let's go back to the page. What do you see on the page? [silence] [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 1
All right, now it's telling me to uh, it says you are connected to your router, but we can't determine whether you're connected to the internet. and to try restarting my modem. Uh yeah, it's not the internet cable.
15:00
Speaker 2
All right. So, is it directly connected to a wall patch? since we can turn up the modem because it doesn't have a modem. Um, we can turn up the router I guess. and after the back up. But I think you've already done that. Uh let's just try it one more time.
15:00
Speaker 1
[silence] yeah, that didn't do anything. Yeah, it's broadcasting it. It just still says no internet connection.
17:00
Speaker 2
All right, you can see the Wi-Fi. Is it broadcasting the Wi-Fi now? Okay, go, go back to the IP address, 192.168.1.1.
17:00
Speaker 1
All right. It just says you're now connected to your router, but we can't determine the same thing as before. Okay. Is still trying to.
18:00
Speaker 2
what do you see from there? open a new tab and tap in again 192.168.1.1 is it now asking authentication required?
18:00
Speaker 1
Um, okay. It's just loaded. It said, uh, it says authentication required and it wants a password. All right. All right.
20:00
Speaker 2
still loading. Excuse me, enter your router password.
20:00
Speaker 1
and pulled up a stream yes all right okay um it just says internet and then there's a box beside it that doesn't have anything in it right um there's so there's four boxes at the top one's empty one says internet
21:00
Speaker 2
You can now see. right? Okay. You can see system status, right? Under that, there is router, local network, wireless network, and ports, correct? Select ports. The- there's a word internet, and there's a box. Is there- inside the box, is there X mark or green- green something? Oh, so there's nothing beside it, right? Not- not even the port one, the two, three, and four? Nothing.
21:00
Speaker 1
Then one, another one is empty. And then one says 10/100 M BPS. And then it drops down and says local port link, and then says port 1, 2, 3 and 4. There's no green box. And nothing. No green box anywhere. Right.
22:00
Speaker 2
So, there is, I'm not sure, is a green box right in port 1? No, no green box. So, what about the port 2? [silence] Oh, so all the boxes are empty then correct? Hmm. That's weird. So I guess we just [silence] found out the problem. The problem is that it did not read the cable.
22:00
Speaker 1
Okay. Um, I don't. I'll have to get one. I'll try that. And if it doesn't work, I guess I'll call you guys again. Thank you. Um, true. Why not? I'm running wherever you are. Okay, that works. Uh, no, that's all. Alright, thank you.
23:00
Speaker 2
possibly because the wall patch is not working or it's faulty or could be the cable that you're using the Ethernet cable you're using is faulty. Could also be your Linksys router port is faulty. If you have a spare cable, we can try that. Okay. All right. Um, yeah, Sure. Uh, you want your ticket number? Or I can just use your phone number as ticket reference. Number if that's easier for you. Alright, cool. Do you have questions? You share your cooperation with this, you take care.
23:00