V2 Rubric Detail — a03b4cc4-73f7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:18
Duration
5m 49s
Contact
Yolanda Gomez
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135225
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall29.2% (-44.8)

V2 Grader Summary

The agent correctly identified the MR7350 and its out-of-warranty status but performed zero troubleshooting, used no tools, and provided no technical assistance. Only self-help and a paid connect service were offered, leaving the issue unresolved. The interaction lacked empathy, ownership, and meaningful guidance, resulting in high customer effort and no progress toward resolution.

V1 Case Analysis

MR7350 (out-of-warranty) — Wi-Fi shows connected but no internet. Agent provided self-help resources and paid support option. No troubleshooting performed.

Troubleshooting Steps
  • Collected model and serial number
  • Verified warranty status
  • Provided self-help resources (support.linksys.com)
  • Offered paid support option
Key Observations
  • Agent correctly identified the device model and warranty status based on serial number.
  • No technical troubleshooting steps (e.g., power cycle, modem check, wired test) were performed despite a diagnosable issue.
  • Agent misspelled 'Linksys' as 'Lenkson' at the end of the call ([05:00]).
  • Agent offered valid self-help and paid support paths, which is appropriate for an out-of-warranty device.
Positive Highlights
  • Accurately collected and verified customer information (name, email, model, serial).
  • Correctly identified warranty status and explained support options clearly.
  • Provided accurate self-help resource (support.linksys.com) with correct usage instructions.
  • Offered a valid paid support option with transparent pricing and terms.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for a 'connected but no internet' issue, such as power cycling the router and modem, checking wired connection, or verifying ISP status.
  • Misspelled company name 'Linksys' as 'Lenkson' at call close ([05:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent provided no troubleshooting, only directed customer to self-help website or paid service; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps performed (no reboot, LED check, wired test, or configuration verification) before offering KB or paid service.
R3 Not Met Correct resolution path conf 97%
For out-of-warranty MR7350, agent should have provided best-effort troubleshooting (setup, Wi-Fi, firmware, factory reset) but instead dismissed with KB/paid service only.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
Agent did not identify symptoms or ask diagnostic questions (LED status, power-cycle, WAN connection) and failed to determine root cause.
T2 Not Met Appropriate tools / resources used conf 98%
No tools used (remote session, admin UI, logs) despite connectivity issue requiring configuration verification; agent skipped necessary diagnostic step.
T3 Met No misinformation conf 99%
Agent correctly identified MR7350 model and accurately stated warranty status and paid support option ($15, non-refundable).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected info but did not set clear troubleshooting expectations or guide customer through solution steps.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and repeated options clearly for customer understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent owned the call initially but did not take responsibility for resolving issue; deferred to external resources without effort.
O2 Partially Met Proactive follow-through conf 88%
Agent offered next steps (website or paid service) but provided no specific timeline, owner, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope for best-effort troubleshooting.
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%
Agent showed no empathy or acknowledgment of customer frustration; tone remained transactional and scripted.
X2 Not Met Tone & rapport conf 92%
Agent maintained neutral, scripted tone and did not adapt to customer's evident annoyance or pace.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and was then directed externally, increasing effort without any on-call progress or resolution.
Call Transcript10 turns · 11 lines
Speaker 1
Early and the ground. And it has. Hi, I'm having a few issues, um, with my Wi-Fi. I did call spectrum and they were helping me out. They did fix the modem and stuff.
00:00
Speaker 2
Welcome to Linksys support. For in-warranty products. [silence] Our support team is available to help with performance and [bleep] issues. [silence] [bleep] your product by visiting register.linksys.com. [bleep] have your device serial number ready. [bleep] assistance, press one now. For [bleep] products, please have your device's serial number and [bleep] information ready. If [bleep], kindly call back later. For [bleep], paid support option may be available depending on the issue. [bleep] for calling Linksys. This is Eppi. How can I help you?
00:00
Speaker 1
and they asked me if I had a Wi-Fi router and I said yeah it was a link sys they said that everything on their end is working perfectly fine for me to call link see to see if they could if you guys can configure or see what's going on with the router or if I need a new one [silence] Yeah, we're not able to go online wirelessly uh m it'll show that I'm connected but I have no internet yes Serial number is three three C as in cat one zero M as in mom two nine B as in boy zero six.
01:00
Speaker 2
Okay. So what seems to be the problem with your wireless man? You're not able to go online wirelessly? Oh, I see. Okay, can you have the model number and the serial number of your Linksys device? Just try to look underneath it.
01:00
Speaker 1
you want any what else did you need? correct and yes Yeah.
02:00
Speaker 2
Okay, so that is, again, model number. So let me repeat the serial number, ma'am. That's 33C4 Charlie, 10 M like Mary, 29V is in boy. 06819, correct? Okay, so this is a, MR7350. Okay. All right, ma'am, so since you're unable to go online wirelessly, there's a need for us to verify the wireless settings of this router, okay? But, uh, let me just to ask for more information. Let me create a record. So, can I have your name?
02:00
Speaker 1
Yes, it's Yolanda Gomez. [silence] Uh, Sabrina, s a r, I N A C A N T U 56@yahoo. Correct, yes. [silence] Uh, I've had it. I want to say about two years. [silence] Yeah, between two and three years. I
03:00
Speaker 2
Accyclona go Mitz. and your email address, ma'am? Sabrina Cantu@yahoo.com. right? okay. And how long have you been using this device, ma'am? years, okay. [silence] All right. Okay, cause based on our system, miss Yolanda, okay, this router, MR7350, that's according to the serial number you've given me, this router is already out of warranty, okay? And that just means it's no longer covered for free technical support. However, we can give you two options for this, ma'am, it's either you go to our website, which is support.linksys.com. Um, it's for free. You will find articles there and how to reconfigure this router to make it communicate with your modem. So all you have to do is to search for the model number. You can also take advantage of the AI tool at the bottom right. So you can ask the AI agent there. And the second option is our paid connect service, which will cost you $15.
03:00
Speaker 1
I'm going to go ahead and I'll try the online for free first and then if I can't figure it out, then I will pay that I'll call you back and pay. Okay. Okay. Thank you. You too. Thank you. Bye bye.
05:00
Speaker 2
Lasting for 60 minutes or an hour of troubleshooting them, so it's just a one-time fee of $15. And this service, by the way, is non-refundable. So how would you like to proceed, Ms. Gomez? Okay. Okay. Okay, not a problem. ma'am. We're open until 11:00 tonight to Eastern Standard time. Okay. So you can always give us a call back if you need further assistance. All right. So thank you again for your time. This is Abby from Lenkson. Thank you for calling. You do have a great day. Take care, man.
05:00