V2 Rubric Detail — 91e0cea2-70e0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 21:55
Duration
6m 52s
Contact
Kerry Mitchell
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00104611
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall24.2% (-33.8)

V2 Grader Summary

The agent correctly identified the EA3500 as end-of-life but failed to provide any troubleshooting or best-effort support, abandoned ownership, and offered only a generic AI tool link. No diagnostic steps were taken, and the customer was left without resolution, resulting in an unresolved outcome due to lack of technical engagement and customer care.

V1 Case Analysis

Customer unable to access router after reset; model EA3500 is out of support. Advised to use AI tool on support.linksys.com for self-help.

Troubleshooting Steps
  • Collected model and serial number
  • Verified product is end-of-life / out of support
Key Observations
  • Agent correctly identified EA3500 as end-of-life and cited accurate support end date (July 27, 2022).
  • No troubleshooting steps were performed despite the issue being potentially resolvable (e.g., power cycle, login via 192.168.1.1).
  • Agent failed to offer paid-support option, which is a required step for out-of-warranty products.
  • No verification of warranty status via internal system was mentioned, reducing protocol compliance.
  • Customer's frustration was not acknowledged or empathized with.
Positive Highlights
  • Accurately captured the customer's model (EA3500) and serial number (12C10604400413).
  • Provided the correct support website URL (support.linksys.com).
  • Collected required customer contact information (name and email).
  • Correctly informed the customer that the EA3500 is end-of-life and support ended on July 27, 2022.
Agent Errors / Gaps
  • No troubleshooting steps were performed to try to restore router access (e.g., power cycle, check LED status, attempt login at 192.168.1.1).
  • Failure to acknowledge the customer's frustration or provide empathetic language.
  • Did not verify warranty status via system lookup or explicitly offer paid-support alternatives.
  • Missed opportunity to guide customer through basic access steps (e.g., 'Try accessing http://192.168.1.1 after a power cycle').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the router is end-of-life and 'cannot no longer give or provide support,' offering only an external AI tool without resolving the issue or attempting any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—agent did not ask about LED behavior, reset duration, or connectivity; only collected model/serial and dismissed the case.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., factory reset verification, LED check, login attempts) and instead fully disengaged.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for model and serial but did not inquire about symptoms (e.g., LED color, reset method, prior access), failing to diagnose root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—agent did not check warranty status in system, attempt remote access, or use admin dashboard; relied solely on verbal model ID.
T3 Met No misinformation conf 93%
Agent correctly identified the EA3500 as end-of-life and provided accurate URL (support.linksys.com) for self-help resources.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent greeted and collected info but did not set expectations, manage transitions, or maintain control—call ended abruptly after minimal interaction.
C2 Met Confirmed understanding conf 92%
Agent used polite, plain language ('ma'am'), avoided jargon, and confirmed understanding during data collection.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership by stating they 'cannot no longer give or provide support' and offered no further assistance or follow-up path.
O2 Partially Met Proactive follow-through conf 90%
Agent directed customer to AI tool on support.linksys.com but gave no timeline, follow-up, or confirmation of resolution steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was OOW but could have benefited from best-effort support.
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 95%
No empathy shown for customer losing internet; agent ignored frustration and gave no acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, transactional tone and did not adapt to customer’s stress or adjust pace for clarity.
X3 Not Met Overall experience conf 94%
Customer repeated name, email, and serial number; agent did not streamline input or use already-provided details efficiently.
Call Transcript12 turns · 13 lines
Speaker 1
Yeah, I'm trying to get my router set up. So, I lost my internet service for a couple days. Well, I decided to reset my router. And now I can't - I don't have access to anything.
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, paid support may be available depending on your needs. 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 technical support. My name is Eli, how can I help you?
00:00
Speaker 1
Oh, probably like 15 seconds. Um, green. Orange? Is it orange or green? Yeah. Go ahead, sorry. Okay, the model number is E as in Edward, A as in Apple, 3, 5, 0, 0.
01:00
Speaker 2
Okay, I see. So when you reset this router, ma'am, how many seconds did you press and hold the reset button? Okay, that's good. Okay. And can you see any LED light coming from the router? Give me a second. Okay. Can you tell me your model number? I'm sorry? I was actually about to ask for the model number and the serial number of this Linksys router that you have.
01:00
Speaker 1
And the serial number is one two C as in Charlie, one zero six zero four four zero zero four one three. Correct. Yes.
02:00
Speaker 2
Properties. Thank you. much. this your first time calling Lynis, ma'am? please. one. Let me just check if I can pull up some information.
02:00
Speaker 1
First name is Kerry, K.A.R.I. Morehead, M-O-R-E-H-E-A-D. Fitnesswithkerry at gmail.com.
03:00
Speaker 2
OK, ma'am. Since this is your first time calling links, can I please, uh, let me create a record for this conversation. Can I have your first name and your last name, please? Okay, R, I, and your last name is? Okay, thank you so much. And can I also please have your active email address? Hmm. fitnesswithcarry@ gmail.com. Okay.
03:00
Speaker 1
It would be uh, bam, broadband. [silence]
04:00
Speaker 2
and your internet service provider. Mr. Karees. So this is for you. okay, um, Mr. Carey, thank you so much, by the way, for um, letting me create the record. And the reference of this conversation, the ticket number is 134-860 and [silence] Miss Carrie, I did check the router that you have. This router is one of our end-of-life router, so this router is no longer receiving any update. Like let's say it's firmware, it's not updating anymore. And the second thing that you also need to know about your router, Miss Carrie, is that, um, the support of this router has already been ended since July 27 of 2022. So basically, I cannot no longer give or provide support for this one. Since it's already out of support. But, um, how about you, though, Miss Carrie? You can visit the official website of Linksys, because there is an AI tool agent there that you can absolutely take advantage with. So that website is support.linksys.com. So once you are already on the website. [silence]
04:00
Speaker 1
Okay. Okay. Perfect. No, that's fine. Thank you so much for your help. You too. Bye-bye.
06:00
Speaker 2
the website. The AIA tool agent that I am talking about is located at the lower right corner. It's a smiley icon. After you click it, a chat box will appear. Now, all you just have to type in is, um, like how can I reconfigure my E85 100 then it will give you, or it will provide all of the troubleshooting steps that you need. um, yeah. So, um, okay. Thank you so much Miss Carrie for um, calling us. So would there be anything else that I can help you with? you. Yes, have a good one. bye-bye for now.
06:00