V2 Rubric Detail — 8fc45274-7577-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 18:06
Duration
7m 23s
Contact
Kimberly Ford
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135522
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp3.57/5
Overall40.4% (-15.6)

V2 Grader Summary

The agent failed to perform any technical troubleshooting for a router connectivity issue, violating the out-of-warranty best-effort standard by offering only paid support and an email of steps. While communication was polite and information about warranty status was accurate, the lack of diagnostic effort, tool use, and unnecessary repetition left the issue unresolved.

V1 Case Analysis

Customer unable to reconnect EA7300 to internet after service interruption. Device out of warranty (expired 2020). Agent offered paid support ($15) or to email generic troubleshooting steps; no troubleshooting performed. Provided incorrect support URL (www.support that links it.com).

Troubleshooting Steps

None recorded.

Key Observations
  • Agent collected required customer and device information but mis-spelled the email address during verification at [03:00].
  • No basic troubleshooting (power-cycle, WAN status check, router UI review) was performed before offering paid support.
  • Agent provided an incorrect support website URL ("www.support that links it.com") at [06:00], which is a factual inaccuracy and contradicts KB (https://support.linksys.com).
  • Agent correctly identified the device as out-of-warranty and offered the appropriate paid-support path.
  • Agent failed to verify access to the router's web interface or check WAN status, which are standard first steps per KB for Internet/WAN issues.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected name, email, phone, model, and serial number accurately (despite email misstatement).
  • Clearly communicated warranty status and the paid-support option.
Agent Errors / Gaps
  • Did not attempt any technical troubleshooting before offering paid support.
  • Provided an inaccurate support website URL (www.support that links it.com), which is not a valid Linksys domain.
  • Spoke the customer's email address incorrectly, potentially causing confusion in follow-up.
  • Failed to perform basic WAN diagnostics such as checking router LED status or accessing http://192.168.1.1 to verify internet connection status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the router connectivity issue; only offered paid support and an email of steps without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic questions or troubleshooting steps were performed before offering paid assistance.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty device, agent should have provided best-effort troubleshooting (e.g., power cycle, check WAN, verify ISP) but instead immediately defaulted to paid service without attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify specific symptoms beyond 'not linking up' and asked no targeted diagnostic questions (e.g., LED status, modem behavior, device-specific issues).
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., local web UI access, speed test at modem, firmware check) were used or referenced despite being essential for diagnosing connectivity issues.
T3 Met No misinformation conf 99%
Information about warranty expiration, out-of-warranty policy, paid support fee, and AI chat availability was factually accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent guided the call to collect information but did not set clear expectations for troubleshooting; the call ended abruptly after offering paid help.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated the email address for confirmation, and avoided technical jargon, adapting to the customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent owned the interaction (no transfer) but did not attempt to resolve the problem before suggesting paid service.
O2 Met Proactive follow-through conf 97%
Agent said an email with steps would be sent within about five minutes, giving a concrete next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the out-of-warranty status and the agent’s decision to offer paid support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained polite and professional throughout, acknowledging the issue and thanking the customer.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s neutral tone, used simple language, and confirmed details without rushing.
X3 Not Met Overall experience conf 94%
Agent repeatedly asked the customer to repeat the email address and other details, increasing the customer's effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Yes, I'm needing help with my router. Um, I had recently disconnected from my internet and everything and now today it is not wanting to connect back. Um, I've got good signal with my internet,
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 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. Hi, thank you for calling Linksys. This is technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
it service, but I'm not getting the connection that I need with the, um router. It's not, it's like, it's not linking up. Correct. Correct.
01:00
Speaker 2
Okay, so just to make sure I got it right. You recently disconnected to your router, and now you're unable to connect your devices. I see. And sorry to hear about the issue that you're having right now. And you've mentioned that you have good internet connection coming from your service. All right. So, let me just confirm with you, ma'am. Is this the first time you're calling Linksys?
01:00
Speaker 1
Oh, silence first name's Kimberly. Last name Ford, F-O-R-D. It's going to be Addison A. D as in dog D as in dog I S as in S as in S as in S as in Sig. O n as in Nancy. dot n as in Nancy A as in Apple N as in Nancy zero nine at gmail.com.
02:00
Speaker 2
Okay, so since this is your first time calling LenSes, let me just create a quick a record here. And I'll be asking you a few questions about your device information. Okay? So, do you mind providing me your first and last name? All right, so it's Kimberly Ford. How about your email address Ms. Cam? All right, uh, let me just uh confirm that one. It's arizona.educti it's R I ck@educti.state. Arkansas. A-R-K-A-N-S-A-S. At educti.statE. Arkansas. Okay. State Avenue [REDACTED_PAYMENT_DIGITS] East, North Central Avenue. We, we provided you the card and we do apologize for the inconvenience. Going forward. Just even if you just need to change your name, let me just confirm that. Your phone number please, Ms. Cam. All right. So it's [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Okay. So, what category are you calling for? Ms. Cam? Can I know what are you calling for? Okay. Oh, it's, it's, it's cold, not internet connection? Alright, so your device is not connected on the computer? Okay, so let me just see if it is in the right category section called internet. Which one is your phone, Ms. Cam? Oh, it's internet, okay.
02:00
Speaker 1
uh-huh, Addison. Yes. No alpha before the dot. Yes, no alpha before the dot. So it's dot and then it's in, a, n. Correct.
03:00
Speaker 2
okay let me just spell it out it's a for alpha d for delta d for delta i for india s for Sierra oh for Oscar and for November alpha dot no alpha alpha dot November no alpha hello okay what's after dot alright n a n zero nine at gmail.com alright
03:00
Speaker 1
Correct. Model number is an Alpha-7300, serial numbers 1-9-T-10-5-3-9-0-7-5-42.
04:00
Speaker 2
Okay. Uh, let me also verify your phone number. It's 94 06 3 6 8 5 08. All right. Okay. So, can you provide me the model number and the serial number of your linksys router? Uh-huh. What about the serial number? Uh-huh. All right. Thank you so much for that one. Let me just repeat that. It's 19 C for Tango, 1 0 S for Sierra, 0 6 Delta for Delta. The code is E 02 for Echo. Okay? Yep.
04:00
Speaker 1
Correct? [silence] yes. [silence] It is, uh, a centrio. That's podcast. [silence] Ten trio, s-y-n-t-r-i-o.
05:00
Speaker 2
390 7542. All right. And you got a Linksys router with a model number EA 7300. All right. May I also know, uh, who's your internet service provider? [silence] That's Century. Oh, okay. Century. Okay. All right. So, let me just check your Linksys device here. Uh, by the way, just to set your expectation, mm, really, the Linksys device that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one. And
05:00
Speaker 1
Okay. Yeah, no, I'm good. Mm-hmm. That'll work.
06:00
Speaker 2
As per checking here, the warranty of your device had expired, way back, 2020, [silence] [silence] Unfortunately, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support to a paid connect service for a one-time fee of a $15 which you might want to consider. [silence] But if you don't want to, yeah, I can I can send you an email for the troubleshooting steps that you can perform. [silence] And for the mean, yeah, for the meantime, you can also ask for guidance using our Linksys AI, A-I, agent, available on our website at www.support that links it.com. [silence] There's a chatbut there where you can interact and ask for troubleshooting if you have trouble following the steps that I'll be providing.
06:00
Speaker 1
Okay. Okay. Thank you. Okay, thank you so much. You too. Bye bye. [silence]
07:00
Speaker 2
All right. You're very much welcome and thank you for calling and explaining this. Just expect my email right after this call. Give me at least five minutes. All right. You're very much welcome. Have a great day. Take care.
07:00