V2 Rubric Detail — 9ff41c20-770b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:18
Duration
5m 42s
Contact
Brittany Tergesen
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135827
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall28.4% (-7.6)

V2 Grader Summary

The agent failed to perform any troubleshooting or configuration support for the customer's E1200 router after modem change, despite the out-of-warranty best-effort standard. Providing an incorrect support URL (support.lynksys.com) constitutes a material technical inaccuracy that prevents access to correct self-service resources. No escalation was needed, but the lack of diagnostic engagement and incorrect information left the issue unresolved and increased customer effort.

V1 Case Analysis

Customer reported no Wi-Fi after new modem installation. E1200 router confirmed out-of-warranty and end-of-life. No troubleshooting performed. Agent provided incorrect support URL (support.lynksys.com). Issue unresolved.

Troubleshooting Steps
  • Collected model and serial number
  • Checked warranty status in system
Key Observations
  • Agent failed to perform any basic troubleshooting despite a clear trigger event (modem replacement).
  • Provided an incorrect support URL (support.lynksys.com instead of support.linksys.com), which is a critical accuracy failure per the KB.
  • Serial number was misheard and repeated incorrectly (10821 instead of 108251), indicating poor data handling.
  • No attempt to verify modem functionality or guide the customer through router reconfiguration steps, even though the KB provides clear guidance for Internet/WAN setup issues.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected customer name, email, and device information.
  • Clearly communicated the out-of-warranty and end-of-life status of the E1200 router.
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps for loss of internet after modem change (e.g., power-cycle router, verify WAN connection, check modem functionality).
  • Provided an incorrect support website URL (support.lynksys.com), which is not a valid Linksys domain and contradicts the KB.
  • Mis-recorded the serial number, potentially affecting case accuracy.
  • Did not offer any actionable self-help steps beyond an invalid URL, leaving the customer without a viable resolution path despite the KB providing clear guidance for this issue type.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only directed customer to website and did not restore Wi-Fi or configure the router; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (reboot, cable check, reset) were performed before ending the call or relying on self-help.
R3 Not Met Correct resolution path conf 97%
For out-of-warranty E1200, agent gave only a web link instead of best-effort troubleshooting (setup, reset, firmware) as required.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about power, LEDs, cable connections, or WAN status to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin UI, logs, correct KB) were used despite need for basic verification; relied on verbal description only.
T3 Not Met No misinformation conf 98%
Agent provided incorrect URL (support.lynksys.com) instead of support.linksys.com — a material technical inaccuracy per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected information and gave closing statement but did not guide customer through resolution steps or manage expectations effectively.
C2 Met Confirmed understanding conf 91%
Agent used simple, non-technical language and repeated information clearly, adapting to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by redirecting to website without attempting configuration or setup steps.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline set; only vague suggestion to use website with no ownership or follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted — issue was within L1 scope (router reconfiguration) even if OOW; agent correctly did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; execution not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent remained polite, professional, and empathetic throughout despite customer frustration.
X2 Met Tone & rapport conf 91%
Agent matched customer’s neutral tone and kept communication straightforward without overcomplicating.
X3 Not Met Overall experience conf 92%
Customer had to repeat personal information and was given incorrect URL, increasing effort unnecessarily.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to the linksys support. To ensure quality service, your call may be monitored. For in warranty products, the support team is available to help with performance and hardware issues. Register your product by visiting register.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue.
00:00
Speaker 1
Hi, I got a new modem through my internet provider and I have the Linksys router, and now for some reason it's not coming up, so I don't have access to like my wifi and I'm wondering if you what was that? Correct. Okay. Okay. Um, so the model number is E1200? And the serial number is 108251.
01:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? yes, ma'am. Internet. Okay. Yes, yeah, you don't have internet connection right now, right? Okay. Yes, since you've changed your modem ma'am, there's a need for us to reconfigure your Linksys router. And uh can I have the model number and the uh serial number of your Linksys device please? okay.
01:00
Speaker 1
Yes. C. as in Charlie, six, B as in boy, seven, four, one, three, nine, four. Yep, Brittany. Brittany. B-R-I-T-T-A-N-Y. Last name is Turgison. T as in tom. E-R-G, as in George, E, S as in Sam, E-N as in Nancy. It's going to be first initial. Last name, so B Turgison, at gmail.com.
02:00
Speaker 2
Okay, it's 10821 C for Charlie, 6. B as in Boy, 741-394, correct? Okay, ma'am. Let me just create a record here. Can I have your name? And first and last name. Okay, and your email address, ma'am.
02:00
Speaker 1
Who. Midco? Midco. Midco. Oh.
03:00
Speaker 2
Tergason. That is again T for Tom. E for Edward. Right? R, G, E S-E-N. Okay. At gmail.com. O- K. and who is your internet provider? Okay. So middleware, change your modems or okay. So middleware made sure that the modem is working. You're able to go online using the modem. They can figure the modem, right? Okay. All right, ma'am. So here's the thing. Um I just uh checked the serial number of the device and it shows up that your router is already out of warranty. How long have you been using this, ma'am? [silence] Okay. Yes, ma'am. Yeah, just to set your expectation, this router, this E1200 router is even one of our legacy routers. It's, it's one of our end-of-life routers and the technical support already ended July 2022. Okay. So, here's the thing, yeah. So, what, yeah, what we can offer is our website, okay? This is for free actually. I understand right now you don't have wireless connection but you can always use your modem to get temporary connection, internet connection. You can go to support.lynksys.com. Okay, that's our website. You will find articles there on how to set up or reconfigure this linksys E1200 router. You can also take advantage of our AI tool at the bottom.
03:00
Speaker 1
Look. Okay. Okay. Sounds good. I might just go to the store and buy a new router. Okay. Okay. Well, I appreciate the information. Thank you, you too. Bye.
05:00
Speaker 2
right, ma'am. So you just need to, yeah, ask our Ai agent how to set up the E1200. okay. Okay, ma'am. Well, that would be another option cuz um there there's no further updates for this particular device, ma'am. So you might encounter some issues in the future. Okay, thank you so much for your time. This is Epi from Linksys. Thank you for calling. You have a great day, ma'am. Take care. Bye bye. [silence]
05:00