V2 Rubric Detail — ac6bed0e-604d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:43
Duration
9m 52s
Contact
Tehillah Harris
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132307
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_E7350

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall66.6% (+2.6)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and followed policy by offering paid support and email troubleshooting. However, no diagnostic steps were taken, and the core connectivity issue remained unaddressed. Despite proper ownership and communication, the lack of technical troubleshooting resulted in no progress toward resolution.

V1 Case Analysis

Customer unable to get internet after router swap and factory reset; out-of-warranty E7350; offered paid support or emailed troubleshooting steps and AI chatbot link.

Troubleshooting Steps
  • Collected customer contact information and device details
  • Verified model and warranty status
  • Offered paid-support option or self-help via email and AI chatbot
Key Observations
  • Agent correctly identified device as out-of-warranty and end-of-life (07:00).
  • Agent failed to verify LED status or ask if the ISP modem was online before offering paid support.
  • Agent misnamed the customer as 'Mr. Heller' and used 'ma'am' inconsistently (04:00, 07:00).
  • Agent provided correct support URL and offered to email troubleshooting steps.
Positive Highlights
  • Collected full customer details (name, email, phone, serial, model).
  • Accurately communicated the out‑of‑warranty status and end‑of‑life nature of the device.
  • Provided the correct URL for the Linksys AI chatbot and offered to email troubleshooting steps.
Agent Errors / Gaps
  • Failed to walk the customer through initial router setup (WAN connection, DHCP, etc.) before suggesting paid support.
  • Misidentified the customer’s name/titles during the call.
  • Did not verify the router’s LED status or confirm whether the ISP modem was online.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical progress; only offered email troubleshooting and a paid service without attempting diagnosis.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, WAN check, LED verification); agent only collected personal and device info.
R3 Met Correct resolution path conf 95%
Agent correctly identified the E7350 as EOL/out-of-warranty and offered the appropriate paid support option and self-help resources.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent gathered model, serial, and ISP but did not ask about physical connections, WAN status, or symptom-specific diagnostics like modem lights or cable integrity.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used (e.g., no remote diagnostics, no guidance to check WAN status via admin interface, no speed test suggestion) despite a clear connectivity issue requiring verification.
T3 Met No misinformation conf 98%
All provided information (EOL status, out-of-warranty, $15 paid support, email follow-up, support website) is factually accurate and policy-compliant.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control, set expectations about warranty status, and guided the interaction to a defined next step (email follow-up).
C2 Met Confirmed understanding conf 92%
Agent used clear, non-technical language, repeated information for accuracy, and confirmed customer preferences (e.g., email instructions).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending troubleshooting steps via email.
O2 Met Proactive follow-through conf 94%
Agent clearly stated the next step (email after call) and explained the paid support option as a fallback, setting realistic expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate, as the issue involved an out-of-warranty device with no indication of hardware failure requiring RMA.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted given the OOW status and nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge the customer’s frustration or inconvenience; minimal empathy shown beyond basic courtesy.
X2 Met Tone & rapport conf 92%
Agent matched the customer’s pace, confirmed understanding, and adapted to her request for email instructions and chatbot guidance.
X3 Met Overall experience conf 94%
Agent collected all necessary information upfront and avoided repetition; provided a single, consolidated follow-up path (email + AI agent).
Call Transcript16 turns · 18 lines
Speaker 1
Hi, I have a Lynx this router, and it was working fine. I called Spectrum to, like, renegotiate a landline, or whatever it was,
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 dot linksys dot com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid sup please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling linksys support technical support. My name is Dylan. How can I help you today? Hmm.
00:00
Speaker 1
And then they sent me a router in the mail. So I didn't realize what was happening and I unplugged my router and I installed their router. And then, uh, I realized that, I thought, I thought the link, this belonged to them. So when I went to return it, they said, no, that's yours. So I wanted to use it instead of renting their router, but now when I went to plug my back in, it's just not working. And they can't help me because it's not their equipment. So what happens is, I do see, like the the, I do see the network. I did a factory reset. Would because I was like, I don't have internet. So I did it and it pops up as an option on my phone, like I see the network, but it's no internet connection. So I didn't know if there was something that you had to do on your end to kind of reset it or. mm yes [silence] mm-hmm [silence] correct. So where do I have to install or activate it like you said.
01:00
Speaker 2
Can be done from our end cuz we don't have access to the routers. Well, basically, if you have reset the router, you still need to configure it to go online um since you've done a factory reset on the device. So, um let me just reiterate your concern, ma'am. So, technically, you have a Linksys router that was working fine before, but then you received a router from Spectrum, if I'm not mistaken, and you tried to swap it with the Linksys router, but by the time you, um swop it back to Linksys, the Linksys is no longer working.
02:00
Speaker 1
Okay, sure. [silence] All right. That was blue on top and then by the internet it's orange.
03:00
Speaker 2
Okay, let me just notate everything here ma'am. Just bear with me, okay? Alright. So, oh, okay. Alright ma'am, let me just run some verification with you in order for me to really have a better understanding of your router so that I can
03:00
Speaker 1
OK. Okay. Uh-huh. OK, my first name is Tahilla. T-E-H I I L-L-A-H. T E H I L-L-A-H. Harris. Harris. H-A-R-R-I-S. It's my first name.
04:00
Speaker 2
, see what uh what kind of troubleshoot you're thinking you must perform okay uh let me run some verification first and gather some information from uh I mean uh of your links router and uh yeah um let's start with your first name so that I can meaning your full name so that I can create a quick record here. I'm sorry that's um AH. Alright Tehillah. How about your last name? Mr. Tehillah? All right, thank you so much for that. And how about your email address?
04:00
Speaker 1
tehilla BH B as in boy, H as in Harris at uh AOL.com yeah. correct yeah yes. so one second oh okay so um the serial number you want first three to seven three seven
05:00
Speaker 2
okay, so that's your first name, uh, BH at AOL.com. alright okay and now let me also verify your phone number that's 646-369-4444. Okay. Now can you provide me the model number and the serial number of your Linksys router? Sure. Uh, that would be fine. [ silence ]
05:00
Speaker 1
a is an Apple. 10. M like marry. 27 C is in Charlie. 00002 corrected. [silence] correct.
06:00
Speaker 2
Okay. Let me just repeat that. It's 378 for Alpha. 1 0 M for Mike. 275 for Charlie, 0 0 0 0 2. That's four zeros. Got it. All right. And may I may know who's your internet service provider again? Spectrum. All right. mm. Okay. Um, let me just finish up the record here. All right. So based on the information you've provided, Ma'am, uh, the device that you have right now. Okay. Linksys router with the model number E7350. [silence] Okay. And, you know, and, um, just to set your expectations, uh, Mr. Heller, the device that you have right now is actually already part of our end-of-life devices, uh, which means we no longer manufacture this one and, uh, we no longer update its firmware. And, uh, looking at here, um, it shows that your device is already out of warranty. Um, unfortunately, ma'am, for out-of-warranty devices, uh, we no longer provide a free troubleshooting assistance over the phone. However, um, we do have this ongoing support through our paid connect service for a one-time fee of $15, which you might want to consider. But if you don't want to opt in with the paid connect service, I can send you an email for the troubleshooting steps that you can perform, or I can send you the user guide for this. [silence]
06:00
Speaker 1
model. Mm-hmm. Okay. So, right, why don't why don't you send me the troubleshooting thing, please, and if it doesn't work, I'll call back and I'll do the paid service if I need to? Okay?
08:00
Speaker 2
Oh, yeah, sure. Mhm. Mhm, ma'am. No worries. Okay. 775. Okay. So I'll just send you the email right after this call, you may also consider, uh, Mr. Hela using our link, sAI agent for guidance. So it's, available on our website at www.support.linksys.com. There's a chat bot there, where you can interact and ask for information if you have trouble following the instructions that will be given.
08:00
Speaker 1
Okay. I appreciate it, thank you. [silence] Well, actually, I just went into support linskifol summer. Uh uh uh uh, whatever, uh uh uh, but, yeah, but where, where do I find the chat support? Cause I did go onto your website and it just didn't have anything for me. oh, okay. [silence] Okay, perfect. [silence] Okay, thank you for your help. Thanks, you too. Thanks. Bye bye.
09:00
Speaker 2
all right ma'am no worries and I appreciate your time as well for calling we can help is there anything else I can help you with dot com there's like um uh chat head on the bottom right corner yeah that's the that's the AI agent all right sure ma'am no worries have a great day and take care
09:00