V2 Rubric Detail — 974ccae8-6b46-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:50
Duration
14m 37s
Contact
Kara Speerschneider
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133957
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall43.5% (-12.4)

V2 Grader Summary

The agent provided technically accurate explanations and basic troubleshooting steps but failed to resolve the issue or use available diagnostic tools. Communication breakdowns, repeated information requests, and lack of empathy led to customer frustration. While a reasonable path was suggested, the absence of tool use and follow-up commitment resulted in a partial resolution.

V1 Case Analysis

EA6300 shows solid green light but no internet after power outage. Advised power-cycle and direct modem test. Explained SSID reset on reconfiguration. No fix confirmed; customer ended call frustrated.

Troubleshooting Steps
  • Advised power-cycling router and modem
  • Suggested connecting a computer directly to the modem to verify ISP internet
  • Explained that a router reconfiguration would reset the Wi-Fi SSID to default
Key Observations
  • Agent misidentified the router model as 'Lynx water' instead of EA6300.
  • Agent correctly advised connecting a PC directly to the modem to isolate the issue, aligning with KB guidance for WAN troubleshooting.
  • Agent accurately explained that reconfiguration would reset the Wi-Fi SSID to default, providing correct technical context.
  • No verification of WAN status in router UI or modem LED state was performed, missing critical troubleshooting steps.
  • Call ended without a clear resolution, escalation, or scheduled follow-up despite customer frustration.
Positive Highlights
  • Agent correctly advised connecting a PC directly to the modem to isolate the issue, which is a valid KB-aligned step for WAN troubleshooting.
  • Accurately explained that a router reconfiguration would reset the Wi-Fi SSID to default, providing correct technical context.
  • Remained polite and attempted basic troubleshooting steps (power-cycle, WAN verification).
Agent Errors / Gaps
  • Incorrect model identification ('Lynx water' instead of EA6300)
  • Failed to verify WAN status in router UI or check modem LED state
  • Did not set a concrete follow-up, escalation, or callback plan
  • Provided generic advice despite customer already performing power cycles

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call frustrated, stating 'there's nothing else you can do' — issue unresolved and no valid escalation or RMA offered.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power cycling and direct modem test, but did not guide customer to check WAN status or router admin interface for confirmation.
R3 Partially Met Correct resolution path conf 85%
Agent offered troubleshooting path appropriate for suspected WAN issue, but did not verify product warranty status or consider remote diagnostics before suggesting full reconfiguration.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified power outage and green LED as relevant factors, but did not ask about cable connections, WAN IP, or perform any diagnostic via admin tools.
T2 Not Met Appropriate tools / resources used conf 95%
No attempt to use remote session, check admin dashboard, or retrieve logs — relied solely on verbal description despite available tools for deeper diagnosis.
T3 Met No misinformation conf 95%
Correctly explained that solid green light indicates router power/link but not internet, and that reset reverts SSID to default.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected info and gave steps, but lost control during name verification and failed to set expectations for resolution path.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but did not adjust tone or check understanding as customer became increasingly frustrated.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and offered advice, but did not commit to follow-up or take ownership beyond initial suggestions.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (power cycle, modem test), but no timeline or callback commitment was made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none clearly warranted — issue was within L1 scope but unresolved due to incomplete troubleshooting.
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 90%
Offered brief apology but failed to acknowledge customer's repeated efforts or sustained frustration with empathy.
X2 Partially Met Tone & rapport conf 85%
Maintained formal tone throughout without adapting to customer’s emotional state or pace.
X3 Not Met Overall experience conf 95%
Repeatedly asked for name spelling despite corrections, causing unnecessary repetition and increased customer effort.
Call Transcript24 turns · 27 lines
Speaker 1
Hi. My router doesn't seem to be working. Sure, hang on. [silence]
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 one, please have your device 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. [silence] Thank you for calling Linksys. This is All. How can I help you? [silence] I see I'm sorry to hear about that. Mam, may I have the serial number of your Linksys router?
00:00
Speaker 1
Serial number is 133 106073103 82013. All right. That's right. That's correct. That's right. Yes.
01:00
Speaker 2
All right. Uh, let me verify again. The serial number is 133, 1060, 382, 013. All right, so your Lynx water is model, eh, 6300, and this is the only Lynx product you have there. and other lynx product. So you're only using this, ah, router, eh,
01:00
Speaker 1
Yes. Um, I don't know. I've spoken with my my modem through spectrum and there's nothing wrong on that end. And I still don't have service. So they're saying it's because of this Linksys. I can't write. My internet MTV is down. No, there's a light. There's a green light but it's still not.
02:00
Speaker 2
Uh, you mean to say you could not access internet. Let me see. So your router as of this moment is disconnected. It's not showing any light.
02:00
Speaker 1
my TV and internet still doesn't work though. And I've tried plugging, unplugging, plugging, unplugging. right. sure. Kara Beerschnaider. Kara, C-A-R-A, last name S-S-P-E-R-S-C-H-N-E-I-D-E-R. Okay. Kara, C-A-R-A, okay.
03:00
Speaker 2
You did connect your TV and computer to your wifi name? And it still would that connect? Hold on. Let's see. Um, I'll create first a record for you, ma'am. May I have your name? Okay. Well, then, ma'am. Your first name is Tara. T-A-R-A. Hold on. Can you, uh, speak slowly? Ma, ma'am. You're in a hurry.
03:00
Speaker 1
hear Schneider? [silence] no Sp R S CH N E
04:00
Speaker 2
Thank you. [silence]
04:00
Speaker 1
E I R Eider. Yes. Yes. Correct. correct. K a R a J F 8 one at yahoo.com.
05:00
Speaker 2
And your first name Carla is spelled as K for kite, A for Apple, R for Rose, A for Apple. All right. Carla Speer Snyder. Thank you. May I know your phone number and email address? Your phone number, 859, LK for lick. OK. Your first name, Carla, and then J for John, S for Sam, number eight, A for Apple. E-81@yahoo.com. All right. Thank you, Carla. So You didn't in experience any power outage or [silence]
06:00
Speaker 1
There was a power outage from around 2 a.m. till around 11 a.m. this morning. I then got notification that the power was restored. I still couldn't get a connection. I called Spectrum, my modem operator. Everything was fine with my Spectrum modem. They said it was my Linksys router that was having problems or causing the difficulty. But it shows a green light. Can't you connect? Can't you see if it's working on your end?
07:00
Speaker 2
Oh. All right. All right. Since it's showing
07:00
Speaker 1
Whoa. But as I as I explained, I checked, I called with them and I spoke with them and my modem is operating correctly and there is power to my modem. So that's fine. OK. Thanks.
08:00
Speaker 2
A green light, it only means that your linked, uh, router is connected, but um, it may not, uh, receive any internet, uh, coming from your modem because as you've mentioned, you just had a power outage and may be the trans-mission of, of, data from your internet provider is still not, uh, being transferred to your modem. It could be the, uh, uh, uh, uh, uh, your modem. Yes. Uh, yes. Uh, yes. Uh, uh, uh, yes. So, this is how uh, to confirm that, uh, your modem, uh your modem is really an inter- internet source, uh, coming from your modem. You need to have a computer to con- uh, to confirm uh, that your modem really has, uh, internet uh, signal from uh, your internet provider. Simply, uh? connect directly to your modem to verify that there is really an internet connection. Because you have to know, Cara, that sometimes the connection, the internet connection is okay, but when it comes to your modem, it doesn't provide or supply internet source to your router. Now, if your internet provider Spectrum already confirmed that their internet connection line is okay. You just need to confirm it by connecting a computer directly to your modem, Spectrum modem. And then from your computer, try to open a website, access the internet if you can access your internet, then it really means that there is an internet supply coming from your modem. But if it doesn't, then that could be the reason why your router though it's connected to your modern it's showing a solid green light but it you cannot access your internet your TV cannot connect to your internet because your router is not getting any internet supply now if you want we can do a reconfiguration on your router but when we do a reconfiguration on your router you will have to uh uh set it up again like when you started to uh set up your router when you got it first so it's like going back from the very beginning and that would be uh a hassle because you need to connect all your devices that's connected before to your router if we do our reconfiguration because we're going to reset your router but since your router is showing a solid green light that's mean that it's connected.
08:00
Speaker 1
So if I do a reconfigure it, if I do a reconfigure, if I do a con fig if I do a reconfiguration on my router, does that mean I have to change what? My TV? My phone.
11:00
Speaker 2
it's just not getting any internet supply. Now you can do a power cycle of your router. Just turn it off and turn it back on. And you can also do a power cycle on your spectrum modem. Turn it off and turn it back on. Give it a minute. And if it's your it's your still persists, then it could be one: there is no internet supply coming from your modem, or two, your router totally disconnected and you may have to do a reset or reconfiguration on your router. Now. Yes. Oh, yes, go on.
11:00
Speaker 1
What is it? What is it?
12:00
Speaker 2
[KEEP_UNCERTAIN] Oh, when you do a reconfiguration of your router, it means that your previous Wi-Fi name, the one that uh you created to connect all your other devices, uh will no longer work because once you do a reconfiguration, your wi-fi name will revert back to its default setting. Uh the default setting is the one that's uh listed on your router at the back of it. So you will no longer if say your Wi-Fi name is Kara, it will no longer uh be uh it will no longer work because your router once it's reconfigured, uh it will revert back to its default Wi-Fi setting, which is linksys blah blah blah. Something like that. It will no longer be the Kara, which is [silence]
12:00
Speaker 1
how am I supposed to done everything you've said I've done everything that spectrum has said 10 times over I'm getting really frustrated now so I'm not I'm familiar with how this all works and it is not working now maybe I'll try a different spectrum person maybe they were wrong I don't know it's just okay well and I guess there's nothing else you can do.
13:00
Speaker 2
the one you're using as the WiFi name. That's for example.
13:00
Speaker 1
Okay. All right, thank you. There's no. Yeah. All right, bye, thank you.
14:00
Speaker 2
of it will show a solid red light or other light, or it could be, it will not show any light at all. But since it's showing a light and it's solid green, then that means that your router is still connected. It's still online, but it's just that it's not getting internet from your molder. All right. No, okay. So, that is all. Cara.
14:00