V2 Rubric Detail — 9c649e58-7621-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:23
Duration
10m 16s
Contact
Deborah Fitzpatrick
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135638
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: intermittent connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp3.57/5
Overall23.8% (+1.8)

V2 Grader Summary

The agent failed to conduct substantive troubleshooting, incorrectly cited warranty status to deny free support, and offered only a power cycle and paid service. Despite empathetic communication, no technical progress was made, leaving the issue unresolved and the customer with added effort.

V1 Case Analysis

Customer experiencing intermittent buffering on multiple devices after ISP upgrade. Agent misidentified router model (EA7450 — invalid model), claimed out of warranty without verification, and pushed paid support without diagnostics. No resolution provided.

Troubleshooting Steps
  • Requested serial number (captured but model misidentified)
  • Identified router model as EA7450 (invalid model)
  • Suggested power-cycle of modem and router (already attempted by customer)
Key Observations
  • Agent incorrectly identified the router model as EA7450, which is not a valid Linksys model. This is a material accuracy error.
  • No KB-aligned diagnostics were performed: no speed test at modem, no wired vs. wireless comparison, no signal strength check, no firmware verification.
  • Agent falsely claimed the device was out of warranty without verification, violating protocol.
  • Paid support was pushed as the only option without exhausting free troubleshooting steps, violating support policy.
  • Customer explicitly stated they had already performed the suggested power-cycle multiple times, yet the agent repeated it as the only action.
  • No self-help path (e.g., KB article, speed test instructions) was provided for the out-of-warranty customer.
Positive Highlights
  • Polite greeting and attempt to collect customer name and email [03:00–04:00].
  • Attempted to create a case record, though incomplete.
Agent Errors / Gaps
  • Incorrectly identified router model as EA7450 (not a valid Linksys model) [02:00]. This is a material accuracy error contradicting the KB.
  • Falsely claimed the device was out of warranty without verifying serial number or checking warranty status [06:00]. This violates protocol and accuracy.
  • Failed to perform any KB-aligned diagnostics (e.g., speed test at modem, signal check, firmware update) [05:00–09:00]. This violates accuracy and protocol.
  • Repeated power-cycle advice despite customer confirming it had already been tried multiple times [08:00–09:00]. This violates efficiency and accuracy.
  • Pushed paid support as the only path forward without exhausting free troubleshooting steps [06:00]. This violates support policy and protocol.
  • Did not provide any actionable self-help path (e.g., KB article, speed test instructions) for the out-of-warranty customer [09:00–10:00]. This violates resolution and protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the buffering issue; only offered power cycling and a paid service, with no resolution or valid escalation.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed—no speed test, router settings check, or diagnostics beyond generic power cycle.
R3 Not Met Correct resolution path conf 96%
Agent used out-of-warranty status to deny free assistance and failed to provide best-effort OOW troubleshooting (e.g., firmware, placement, interference check).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified buffering symptom but asked no diagnostic questions to isolate cause (e.g., ISP vs. router); attributed issue to ISP upgrade without evidence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—agent did not guide customer to test speed at modem, access router UI, or check firmware, all necessary for this issue.
T3 Not Met No misinformation conf 95%
Agent claimed they 'cannot provide you free technical assistance' because the router is out of warranty, contradicting OOW best-effort standard.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent attempted to guide the call but lost control by introducing paid service prematurely and failed to set clear expectations about next steps.
C2 Met Confirmed understanding conf 92%
Agent used simple language, repeated instructions, and adapted tone to match customer’s pace, showing adaptation to customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined to troubleshoot due to warranty status instead of taking ownership through best-effort steps, violating OOW support expectations.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a next step (power cycle and observe 24 hours) but tied resolution to a paid service, creating an artificial barrier to support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted at this stage—issue had not undergone sufficient L1 troubleshooting to justify escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed empathy early ('I'm sorry to hear about that') and remained polite and patient throughout despite customer confusion.
X2 Met Tone & rapport conf 91%
Agent maintained a calm, supportive tone, repeated information when needed, and adapted to customer’s communication style.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times due to ASR/accent issues, and was directed to a paid service without exhausting free troubleshooting options.
Call Transcript22 turns · 22 lines
Speaker 1
ma'am, I was just having problems with my internet. It seems to be doing loading all the time, or about every 15, 20 minutes, and then sometimes I have to reconnect.
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 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, please kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Aiya. How can I help you?
00:00
Speaker 1
Okay, it's 3-2-Y-2-0-V-M-2-AA-1-4-8-3-9. 2-A-A-1-4-8-3-9. That's correct.
01:00
Speaker 2
I see. I'm sorry to hear about that, sir. May I have the serial number of your license, sir? sir. I was wondering, can you say that again? So, all right. OK. sir, I was wondering, I have, all right. I, sir, I, can you say that again? So, pa, 20. 20 and two a for Apple, a for Apple, 14839. Is that correct? All right. [silence]
01:00
Speaker 1
Yes. I keep it. It just keeps saying loading, loading and not playing the, you know, the TV program. It's not. Madam. No, it's everything. I've got three TVs and two telephones and it's doing the same thing on all of them. Even my phone starts loading.
02:00
Speaker 2
So, your Linksys router is model EA7450, and this is the only Linksys router you have. All right. And your router is working fine. It's just that your connection keeps buffering. Let's see. So, it's only your TV that could not connect. It's only your TV that could not connect. A little bit. [silence]
02:00
Speaker 1
Well, it's, I mean, I have internet access, but it's just in and out. It's not, you know, you mean, it used to play never have any problems. And for some reason, here lately, it's [silence] I'm having a hard time understanding you, hon. I'm sorry. Deborah Fitzpatrick. Yes.
03:00
Speaker 2
I see. So you are connected, but you don't get uh no uh internet access. I see. All right. Okay. I'll create a first record for you ma'am. May I have your name? Uh I created a record. Uh may I have your name? Debra Fitzpatrick. All right. Thank you, Debra. Uh what about your email address?
03:00
Speaker 1
It's Debi Fi- Debi Fitzpatrick 3 at gmail. Yes, ma'am. Yeah. I just got off the phone with them. They told me to call you. No, ma'am. [silence] Well, they did about them, they did a month or so ago.
04:00
Speaker 2
alright. Debbie, fi... Patrick3 at gmail.com. You mentioned your internet provider is... all right. Thank you. All right, so. I see. So you didn't experience any power outage or did your electricity went out? No. Uh uh so any internet outage? Did Spectrum told you about that, that they may have an outage on their line? Or downtime or a Mm-hmm.
04:00
Speaker 1
did some, I don't know what you call it, upgrading. And did an overnight thing where it was out overnight. And it seems like since then, it's kind of been messing up. But it's gotten it's gotten really bad here lately though. I mean, it's like every 15 minutes. But.
05:00
Speaker 2
Yeah. Yeah. So, Mm-hmm. Yeah. Yeah. So, that could be the reason why your internet keeps loading. Mm-hmm. Right. Right. So, uh it could be the app or grade uh done by your internet provider Spectrum may have affected your uh router. Now, we could do some simple troubleshooting like power cycling your internet box or from your Spectrum and your Linksys router. but if you want me to proceed with other more troubleshooting step steps, to figure out your, if there's something wrong with your router, then I have to [silence]
05:00
Speaker 1
how much is that? well, I talked to them first though, they've already checked everything and said that all theirs is working good.
06:00
Speaker 2
Tell you that the router apparently is already out of warranty so I cannot provide you free technical assistance if you want me to push through or walk you through some troubleshooting steps then you will have to apply for a paid connect service Uhuh. The paid connect service will cost you 15 US dollar. It's a one-time non-refundable technical support. And I will have to set an expectation Debbie that it's not a guarantee that we will be able to resolve the issue because we don't know yet if it's the router itself is the problem or it could be your internet provider Spectrum that Ah is the cause of the problem. Oh, because we cannot verify that without
06:00
Speaker 1
Okay, so what do I need to do to get this.
07:00
Speaker 2
[KEEP_UNCERTAIN] connecting your devices directly to your Spectrum internet box, and verify your internet connection if there's really a good or stable connection coming from your Spectrum internet box. Because the words could not really per se verify that you really have a good or stable connection. You may have an internet, but it doesn't prove that there is no issue with your connection. It could be the upgrading of the system may have affected the performance of your internet connection.
07:00
Speaker 1
What I need to do just unplug it and plug it back in kind of stuff.
08:00
Speaker 2
So I suggest you do first a power cycle on your modem, spectrum back internet back and then also on your Lexington water and then observe it for 24 hours. If you still get this problem that your access to internet keeps loading then call us back again and you can apply for the paid connection service and we'll do some troubleshooting steps because we cannot as I've mentioned we cannot granting that we'll be able to resolve the issue because we don't really know yet what's the cause. Yes, unplug the power adapter from the power outlet, not just your Linksys router but also your spectrum box. Once you unplug that wait for 30 seconds to 1 minute before you plug it back in the power outlet. And then also make sure there's no other electrical devices connected to your spectrum box and Linksys router before you do a power cycle. Just plug those two devices only.
08:00
Speaker 1
Okay. I mean, I've already tried that several times. I've tried that several times. It didn't help. Okay. Well, I'll try that and then get back with you, I guess. I appreciate it. [silence]
09:00
Speaker 2
30 seconds, and then plug it back in, and then observe for 24 hours or a day. If you still get the same issues, then you can then apply for the paid service. But as I've mentioned, it's not a guarantee that... Mm-hmm, mm-hmm, so if you still want to do some troubleshooting steps, you will have to apply for the paid service. But, as I've mentioned, it's not a guarantee that it will be able to resolve the issue because you had that problem started when your internet provider made some updating on their system, so it could be on their end that needs to be fixed.
09:00
Speaker 1
All right, thank you. You too, bye bye.
10:00
Speaker 2
(cin) understanding. Debbie, call us back again once you have a talk with your spouse. Okay? You're welcome. Thank you for calling. Thanks, Debbie. And take care. Have a great one. Bye. [silence]
10:00