V2 Rubric Detail — 8bf81d60-690b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 22:42
Duration
9m 19s
Contact
Codie Counts
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133515
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Connection Issue

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.62/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall41.7% (-14.3)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered appropriate self-help and paid support paths (R3, O1–O3). However, no meaningful diagnostics were conducted (R2, T1), the factory reset instruction was technically inaccurate (T3), and resolution was not confirmed (R1), resulting in an unresolved outcome despite ownership and follow-up.

V1 Case Analysis

Customer unable to connect Wi-Fi or access EA8300 router. Device out of warranty. Agent sent email with factory reset steps (incorrect 25-second duration) and offered paid support. Incorrect support URL provided. No basic troubleshooting performed. Issue not verified as resolved.

Troubleshooting Steps
  • Collected device model (EA8300) and serial number
  • Confirmed out-of-warranty status
  • Offered paid-connect service and directed to incorrect support website (support.linksis.com)
  • Sent email with factory-reset instructions (hold reset button 25 seconds)
Key Observations
  • Agent misidentified the EA8300 as a modem (it is a router).
  • Provided an incorrect support URL (support.linksis.com instead of support.linksys.com).
  • Recommended invalid factory reset duration (25 seconds vs KB-specified 10 seconds).
  • Skipped basic troubleshooting (power cycle, WAN check, admin password verification).
  • Prematurely offered paid support without attempting foundational troubleshooting steps.
  • Did not verify Wi-Fi or WAN status before recommending reset.
  • No confirmation of resolution after reset instruction.
Positive Highlights
  • Polite greeting and clear identification of the customer's name.
  • Successfully collected customer details (model, serial, contact info).
  • Provided customer's phone number back for confirmation.
  • Sent an email with step-by-step reset instructions.
Agent Errors / Gaps
  • Incorrect product classification: EA8300 is a router, not a modem.
  • Provided wrong support URL: 'support.linksis.com' is invalid; correct is 'support.linksys.com'.
  • Recommended incorrect factory reset duration (25 seconds) contradicting KB guidance (10 seconds).
  • Failed to perform basic troubleshooting (power cycle, WAN status check, admin password verification).
  • Prematurely escalated to paid support without justified troubleshooting attempts.
  • Did not verify customer's ability to access router UI or confirm admin password.
  • No guidance on correct router access URL (should be 192.168.1.1 or myrouter.local).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent instructed a factory reset but did not confirm internet restoration or resolution; customer was left to self-troubleshoot without verification.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps performed (e.g., power cycle, cable check, LED status); agent skipped basic troubleshooting and defaulted to website/self-help.
R3 Met Correct resolution path conf 97%
Agent correctly identified OOW status and offered appropriate options: free self-help resources and paid $15 Connect service, aligning with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask diagnostic questions (e.g., modem lights, router LEDs, recent changes); no root cause analysis—only repeated model number and provider.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent referenced support.linksys.com and an AI tool, which are valid self-help resources, but did not use remote diagnostics or logs despite customer being stuck.
T3 Not Met No misinformation conf 98%
Agent instructed holding reset for 25 seconds—exceeds documented 10–20 seconds or LED flash-off cue; this is a material inaccuracy per universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent greeted and provided some direction but had long silences, unclear transitions, and failed to set expectations about troubleshooting depth.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite tone but did not adapt to customer’s confusion (e.g., $300.50 misunderstanding); no comprehension checks or jargon simplification.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, sent an email with instructions, and did not transfer; stayed engaged until closure.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: factory reset and email review, with option to call back if needed.
O3 Met Closure confirmation conf 96%
Agent used serial number to pull warranty status, avoiding redundant customer input—demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was within L1 scope despite OOW status.
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 91%
Agent thanked customer for waiting but did not acknowledge frustration from prolonged outage or prior failed support attempts.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a steady tone but did not adjust pace or empathy level to match customer’s stressed state.
X3 Partially Met Overall experience conf 90%
Agent reduced repetition by using serial lookup and sending email, but placed full burden of reset and setup on customer without remote support option.
Call Transcript16 turns · 17 lines
Speaker 1
Yes, ma'am. I was calling, um, so my, I have my Wi-Fi went out and I came back in. I've been on the phone with the Wi-Fi people for I don't know how long now and we have those work on trying, they're trying to get my router working my router. We're not able to get it connected to Wi-Fi because they said it's I have strong signal on their end. It has to might be the, whatever this Linksys. Is there any way we can check to see if... [silence]
00:00
Speaker 2
Welcome to LenkSys support. To ensure quality service, your call may be monitored. For in warranty, 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. Thank you for calling LenkSys This is Epi How can I help you? [silence] Welcome to LenkSys support. To ensure quality service, your call may be monitored. For in warranty, 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. Thank you for calling LenkSys. This is Epi. How can I help you? [silence]
00:00
Speaker 1
You can log onto it for me? Cause I'm not able to log on without Wi-Fi. I've even tried to log onto my computer, like with my mobile, mobile hotspot, and it's not allowing me to. The model number is E is in Edward, a is in apple 8300 and two, one, P is in Paul. 1 0, C is in Charlie, 688 26 899. Codey, C-O-D-I-E, last name is Counts, C-L-U-N-T-S. C-O-U-N-T-S, Charlie Octopus, yes.
01:00
Speaker 2
Okay.
01:00
Speaker 1
CL counts8.0.0.4. I think. I know. I think it's Charlie Larry Charlie octopus unicorn. Nancy Thomas Sam 8-0-0-4-.com. That's that. next link. yes ma'am no ma'am it's from Best Buy.
02:00
Speaker 2
And your email address ma'am? Okay. So that's C, O, and then counts, eight, zero. Okay. It's C, L, okay. I thought it was C, oh. All right. Sorry about that. And who is your internet provider? Next link. Okay. So you mentioned that you have the, you, you have an existing wireless router. Is it from next link? So what's the grant or what's the model. [silence] of
02:00
Speaker 1
E a 8300. I guess that's a modem. It's a little, looks, I guess it's a modem. It doesn't look like a modem, but sure, okay. I don't know if you can see when I purchased it. I mean, I don't remember when I purchased it.
03:00
Speaker 2
existing router, man. Oh, okay. Oh, that's from linksys. Okay. So you have a modem from nextlink and that is currently connected to your linksys. Is that correct? So how long have you been using this EA 8300? Okay. Cause based on our system, Ms. Counts, your router, that's based on the serial number, okay, your router is already out of warranty. So that just means it's no longer covered for free technical support. However, we can give you two options for this, Ms. Cody. Um, it's either you go for a [silence]
03:00
Speaker 1
if not. Yeah, if you can do that, I'll have to log on to my mobile hotspot, just so I can get off my email. Um, but yeah, I'll do that, and I'll see if I can get it figured out.
04:00
Speaker 2
Of course, our website, which is support.linksys.com. This is for free. You can find there articles and how to set up this EA8300. Because the problem maybe is this Linksys router is not communicating properly with your modem. Okay, that could be the reason why you're you don't have internet connection. So, there's a need for you to reconfigure it. So, at the bottom, right, you can also take advantage of our AI tool. The second option is our paid connect service, which will cost you $15. This is good for an hour of troubleshooting and this service is non refundable. You may try our website first, ma'am. And I can also send you an email if you want for the instructions and how to set up this Linksys router. Okay. [silence]
04:00
Speaker 1
Okay. Okay, thank you. That'll be $300.50 for me. [silence]
05:00
Speaker 2
Okay. All right, ma'am. So, just give me, uh, around, uh, three to four minutes. Okay? So, I can send it to you. Just, uh, yep, just hold on, please. No worries, ma'am. [silence]
05:00
Speaker 1
Hey, Paul, Christian, tell our long long phone connections we, we've skipped along the phone for about [silence] [silence] [silence] [silence] Speaker Towns Duckell
06:00
Speaker 2
Hello. Ms. Cody. Yes. Hi, ma'am. Thank you so much for patiently waiting. So, I just sent you the email, ma'am. You may check it on your phone. It should be under linksys. So, you may reset your device first to factory defaults. To do that,
07:00
Speaker 1
Okay. Okay, so. There it is. Okay, so hold it for 25 seconds, you said? Okay. Let me go try that and see if I can walk through it through this AI stuff that you sent me, and if not, I'll call back and pay the $15. [silence]
08:00
Speaker 2
You may press the reset button at the back of the Linksys for 25 seconds, so before you perform the, uh the instructions that I sent you. So you may just follow the instructions. That's just a step by step instructions. Okay, not a problem is Cody. So for more information, just please visit our site support.Linksys.com and if you ever need to call us back, just give us your phone number. Okay, we can pull up your record. The number that we have in here is 9405976937. Okay. Alright then, so thank you so much for your time ma'am. This is Abby from Linksys. Thank you for calling. Have a great night. Take care.
08:00