V2 Rubric Detail — 8f46a26c-636f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:23
Duration
8m 2s
Contact
Austin Thayer
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132652
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.71/5
Overall40.5% (-15.5)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and followed policy by offering paid support (R3, T2, T3 Met). However, no meaningful troubleshooting was conducted (R2 Not Met), ownership was not demonstrated (O1, O2 Not Met), and empathy was absent (X1 Not Met), resulting in an unresolved case with avoidable customer effort (X3 Not Met).

V1 Case Analysis

Customer reports intermittent internet loss, now solid green LED on out-of-warranty router. Agent confirmed warranty status, offered paid support, and suggested reset/reconfiguration with ISP. Customer declined paid support and will purchase a new router.

Troubleshooting Steps
  • Advised to power-cycle modem and router
  • Suggested resetting the router and re-configuring with ISP settings
Key Observations
  • Agent never obtained the router model number, limiting ability to give model-specific guidance.
  • Agent offered paid support before attempting basic troubleshooting steps such as confirming WAN connectivity or performing a reset.
  • No validation of suggested steps or confirmation of issue resolution.
  • Customer was not offered any self-help resources (e.g., KB articles, email follow-up) after declining paid support.
  • Agent correctly communicated warranty status and support options, including the paid-support alternative.
Positive Highlights
  • Accurately communicated the out-of-warranty status and explained paid-support option clearly ([06:00]).
  • Correctly identified the need to reconfigure the router with ISP settings after a reset, assuming Spectrum cable setup ([05:00]).
  • Provided a technically sound general path: reset and reconfigure with ISP, which aligns with standard triage for WAN issues ([05:00]).
  • Directed customer to support.linksys.com for self-service options ([07:00]).
Agent Errors / Gaps
  • Failed to collect required product model number (critical for troubleshooting).
  • Did not follow standard troubleshooting flow: skipped WAN isolation test (bypass router), no confirmation of modem functionality.
  • Prematurely offered paid support without attempting free, safe triage steps (e.g., reset, LED interpretation, ISP validation).
  • Did not confirm whether the customer performed or understood the suggested reset and reconfiguration steps.
  • Closed the call without providing any self-help resources or follow-up materials after customer declined paid support.
  • No acknowledgment of customer frustration or empathy expressed during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent offered paid support and the customer declined; no troubleshooting was performed and the internet outage remained unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only asked about the router’s light and whether the ISP had checked the modem, then stopped troubleshooting and moved to warranty discussion without attempting power cycle, WAN test, or factory reset.
R3 Met Correct resolution path conf 95%
Agent correctly identified the router as out-of-warranty and offered the appropriate paid-support option per policy, which is the correct resolution path for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (no internet, solid green light) and asked if ISP checked modem connection, but did not pursue a full diagnostic sequence like power cycling or checking physical connections.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal system to verify warranty status — the only tool needed at this stage — and did not skip a required tool, as basic diagnostics could have been done without additional tools.
T3 Met No misinformation conf 97%
All technical information provided — warranty status, paid support cost, AI tool availability — was factually accurate and consistent with company policy.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent gathered necessary info (serial, model, email) and maintained basic control, but failed to set expectations for troubleshooting or explain next steps before discussing warranty.
C2 Met Confirmed understanding conf 93%
Agent communicated in plain language, spelled out letters clearly, and explained options understandably without technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the issue; instead, immediately redirected to paid service without attempting any resolution steps.
O2 Not Met Proactive follow-through conf 95%
No next steps were established after customer declined paid support; agent simply ended the call with no follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history or handoff to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the case was out-of-warranty and no complex issue required L2/L3 involvement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent did not acknowledge customer frustration, express empathy, or apologize for the situation; tone remained transactional throughout.
X2 Partially Met Tone & rapport conf 89%
Agent maintained conversation flow but did not adapt to customer’s evident frustration or disengagement; continued procedural tone despite customer hesitation.
X3 Not Met Overall experience conf 91%
Agent required customer to repeat serial number, model, and email without using that data to initiate troubleshooting, adding unnecessary effort.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] Hey, I am having internet issues and my ISP, um, won't do anything until, um, I talk with you guys.
00:00
Speaker 2
Welcome to links 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, 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 Lynxes. This is Kaila, how may I help you?
00:00
Speaker 1
[silence] Yeah, yup. Yep. The serial number is 21P10C68822181. Um, it's 21P as in Penelope.
01:00
Speaker 2
Okay, so you lost internet connection using your linksys router. Okay. So before, we continue, let's just create a record for this. Can you have the model number and serial number of your linksys router? You can track that underneath or at the bottom of the router. [silence] Okay, let me just check if I got it correctly. That's two one and then E for Edward. One, zero, C for Charlie. 68822181. T for Tango.
01:00
Speaker 1
yep.
02:00
Speaker 2
Peter, how about the model number?
02:00
Speaker 1
yep [silence] yep it'll be T H A Y E R dot A at yahoo.com [silence] yep
03:00
Speaker 2
it's "T" for Tango and then "H" for Hotel, right? And then, "A" for Animal, Y-E-R. And how about your e-mail address? Again, your e-mail address that's "T" for Tango, "H" for Hotel, "A" for Apple, "Y" for Yellow, "E" for Edward, "R" for Robert, dot "A" for Apple at yahoo.com. Okay, again, your problem right now, sir, is you lost internet connection using the Linksys router. And before you encountered this problem, sir, was there any outage or it like it just suddenly stops working?
03:00
Speaker 1
Uh, no, nothing. It uh just started about like a week ago where it'll uh, like, cut in and out. Um, right now, there is no light. Uh, green on the back.
04:00
Speaker 2
But where would I, are you calling from Canada or US? OK, thank you. And what is the color of the light on the router right now? What is it on the top? Is it solid? Or is it blinking? Even at the back where the modem is connected. OK.
04:00
Speaker 1
solid green. yep, and they said everything on their end was fine, Yep.
05:00
Speaker 2
Is it blinking or is it solid? Okay. All right. The possible reason that you don't have internet connection, sure it could be that there are some settings on your router right now that is not communicating to your modem, okay? But we when you call the internet provider, have they checked the connection from the modem like you bypass the router and connect your computer to the modem and validate the internet there near modem. Okay. So for the router setup sir, first is we do a reset and then we're going to reconfigure it with the like configuration from Spectrum, mostly on a like a cable connection, right? But before we start sir, for any troubleshooting. Let me just inform you about the status of your router. It shows it here in our system that your router is already out of warranty. And complementary phone support is no longer available. Thank you. We can provide troubleshooting, sir. For one-time non-refundable technical support, that will last up to 60 minutes of troubleshooting. Through our paid connect. And that is only for $15. Okay? With this paid connect service, there's no guarantee that we'll be able to fix the issue. And if we find out device is defective after troubleshooting, there will be no refund or replacement. You can also use or take advantage of our AI tool that can be found in our website, support.linksys.com. Which options would you like to proceed?
05:00
Speaker 1
Maybe none of them. It kind of sounds like since I'm out of warranty, my best option is to buy a new router. Yeah, um, yeah, I'll go with that option. Okay. Nope, that's it. [silence]
07:00
Speaker 2
And that is another option, sir. Like, if you want to upgrade, then that is your option as well. Okay. Right? If you want to check Linksys device or Linksys letter, sir, you can check our website at support.linksys.com or you can check it in Amazon or any local store. Okay. Right. Is there anything else sir? All right. So thank you for calling Linksys, sir. This is Karla. Have a great day.
07:00