V2 Rubric Detail — ae02278a-643c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:52
Duration
10m 24s
Contact
Francine Jantonio
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132824
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall35.6% (-0.4)

V2 Grader Summary

The agent accurately conveyed warranty status and support options but failed to conduct any diagnostic troubleshooting or attempt a resolution. Despite the router being out of warranty, no best-effort steps (e.g., factory reset, configuration check) were offered, leaving the issue unresolved. The interaction lacked technical progression, clear next steps, and active ownership, resulting in a fully unresolved case.

V1 Case Analysis

Customer reports no internet on Linksys E5400 after returning from travel; Ethernet light is yellow. Agent confirmed device is out of warranty, offered paid support or AI tool, but provided no actionable troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and contact information
  • Verified warranty status (out of warranty) via internal system
  • Suggested reset and reconfiguration without specific steps
  • Offered AI self-service tool and paid technical support options
Key Observations
  • Agent referenced model E5400 at [06:00] but did not confirm it with the customer despite initially asking for model/serial.
  • No concrete troubleshooting steps provided (e.g., power cycle modem/router, check cable connections, verify WAN light).
  • Agent moved to paid support before confirming basic WAN connectivity or performing any isolation steps.
  • Customer was not guided through checking ISP status beyond asking if they called Spectrum.
  • Call ended without summarizing next steps or setting expectations for follow-up.
Positive Highlights
  • Accurately cited support.linksys.com as a valid self-service resource.
  • Correctly identified the device as out of warranty using internal system data.
  • Collected serial number, name, and email, showing partial case documentation effort.
  • Did not provide technically inaccurate advice (e.g., correct URL, no false reset procedures).
Agent Errors / Gaps
  • Failed to confirm the router model number with the customer despite referencing it at [06:00], creating a protocol gap.
  • Did not provide any actionable troubleshooting steps (e.g., power cycle, cable check, modem restart) despite customer asking about reset button at [08:00].
  • Prematurely escalated to paid support without performing basic WAN isolation or confirming physical layer status.
  • Did not verify whether the modem was online or what its lights indicated.
  • Left the call without establishing a clear next step or callback plan, resulting in operational abandonment.
  • Minimal empathy or acknowledgment of customer’s inconvenience despite clear frustration cues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet connectivity issue; only offered paid support, AI tool, or purchasing a new router without implementing a fix.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted (e.g., no power cycle, no modem test, no WAN connection check, no login to router interface).
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the E5400 as out-of-warranty and presented available options (AI tool, paid support, new router), but failed to attempt best-effort troubleshooting (e.g., factory reset, reconfiguration) before directing customer to external solutions.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not follow a logical diagnostic process — skipped basic questions about modem status, cable connections, or recent changes, and did not isolate the source of the problem.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote access, admin dashboard, speed test, logs) despite the need to verify WAN connectivity and router configuration.
T3 Met No misinformation conf 97%
Agent accurately stated the router was out of warranty, provided the correct URL (support.linksys.com), and correctly described the paid Connect service cost and limitations.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic call flow but lacked structure — no clear agenda, excessive filler words ('okay'), and no explicit transitions between topics.
C2 Met Confirmed understanding conf 94%
Agent used simple, non-technical language, confirmed understanding, and adapted communication style to a non-technical customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and did not transfer, but did not take ownership of resolving the issue — instead deferred to paid support or replacement without attempting resolution.
O2 Not Met Proactive follow-through conf 93%
Next steps were vague ('you can call us later') with no specific timeline, action plan, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue remained at L1 scope and no escalation trigger (e.g., hardware fault, complaint) was present.
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 89%
Agent expressed polite empathy ('I'm sorry to bother you') but did not acknowledge the customer's frustration over lack of internet or repeated effort.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s pace, used a patient tone, and maintained engagement with affirmations and clear closing remarks.
X3 Not Met Overall experience conf 92%
Customer had to repeat serial number and personal details; agent performed no actions on their behalf (e.g., remote diagnostics, configuration) to reduce effort.
Call Transcript20 turns · 21 lines
Speaker 1
Yes, I'm not sure if my run test. [silence] router is working correctly.
00:00
Speaker 2
So, no internet connection right now using the Linksys router. was this working before? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. All right, so it might be that there are some settings right now on your Linksys that it's no longer communicating to Spectrum, since you mentioned that you went to another place and then when you came back, it was not working.
01:00
Speaker 1
[silence]
02:00
Speaker 2
Come on back. Um you know you don't no longer have internet connection, right? using the links. Okay. Ma'am may I know the model number and serial number of the links? router. You can check that underneath the router itself or at the bottom. And how about the um serial number? Uh-huh Uh-huh. Okay, let me check if I got the correct serial number. That's um three zero and for Nancy, one zero and for Mary,
02:00
Speaker 1
Correct. four, four, zero, five, three, seven, three, five, eight, three. Francine Gantino, G-A-N-T-O-N-I-O, F G-A-N-T-O-N-I-O at yahoo.com. [silence]
03:00
Speaker 2
Number two, and then A for Apple, A for Apple 0 9 6 8 1. Right. And can I have also your phone number to create a record? Uh-huh. Uh-huh. All right. How about your first name and last name? Okay. And how about your email address? Okay. Francine is spelled as F-R-A-N-I-I'm sorry, F-R-A-N-N-C-I-N-E.
03:00
Speaker 1
Correct. Yeah, yes. Uh see, it's an old router. That's why I'm thinking maybe that's what my issue is. It's old. And where the Ethernet light is in, it's yellow. [silence] Yeah.
04:00
Speaker 2
And again your internet provider on the is Spectrum. Correct? Okay. Right. And what is the light on the router right now, ma'am? Is it like... It shows the solid light on the top of it. Mm-hmm. Mm-hmm. Okay. It's yellow. Okay. That could be that the router is not communicating to the internet. okay? But um before we uh we can actually uh do possibly...
04:00
Speaker 1
I have a cell phone and an iPad, an iPhone and an iPad. I do have a laptop, but not here. It's, I have it in Arizona and I'm in Ohio. So, Uh.
05:00
Speaker 2
they do a reset on that router and then reconfigure the settings to communicate with Spectrum. But what are the devices connected to your network ma'am? Like you have computers phones. [silence] you have a computer, like maybe a laptop. Okay. Okay. Because there's a possibility to uh um check the internet settings first from your cable modem so that we can properly um reconfigure the settings of your router. Okay? But we can still try to reconfigure it. Uh just uh OK uh I hope that fixes it.
05:00
Speaker 1
Yes, I did, and the issue is not with them. The issue, uh, that that's working fine. All I have with Spectrum is internet and that's not working. [silence]
06:00
Speaker 2
Try to use your the settings on your iPad or your iPhone. But did you already call your internet provider? Did you call Spectrum already, right? Okay. All right. All right. And, ma'am, before we do start, for any troubleshooting, on your E5400, let me just inform you the about the status of this router, it shows it here on our system that this router is already out of warranty, and links could no longer provide complimentary phone support. But you don't need to worry about it, we do have options for out of warranty links products. The first option that we have is you can take full advantage of our AI tool that can be found.
06:00
Speaker 1
What did he say a website was? [silence]
07:00
Speaker 2
on our website support.linksys.com, Okay. Well, the other option is, this is our paid connect service. This is a one-time non-refundable technical support that will last up to 60 minutes. This one-time support, ma'am, there's no guarantee that we will be able to fix the issue. And in any case, we found out that the device is defective, there will be no refund or replacement. The paid connect service, ma'am, will only cost you $15. Okay. So, which option would you like to proceed? Support.linksys.com. That is on that site, the support.linksys.com, there's an AI tool there that you can take full advantage,
07:00
Speaker 1
Okay. Okay, there's no way. I know on the bottom, I saw something that was reinstall or reconnect or some button that I could press to rest it. Uh would it be advisable to do that? Oh, well, you know what? First of all, I'm sorry to bother you with these questions, but um, uh, the router is old. You could probably tell from the number that it's old. Would you advise getting a new router?
08:00
Speaker 2
Mhm. Mhm. Mhm. it's okay. Yes. Yes. Yes. um that is also your option ma'am since new rounters um no
08:00
Speaker 1
There's no way from there you could see if that router is working. No. Okay. Yeah. Okay well let me talk to my my daughter about this and I'll figure out what I'm gonna do, okay? Okay.
09:00
Speaker 2
If you bought a new router, then it could be, there is still, um, complimentary phone support, if you're having a problem on that router, then you can, um, call the technical support and you'll be provided with free assistance. And also, um, could be that most routers right now is a bit like more faster with the router that you have. Okay? Mhm. Um, no, ma'am. The only way we could check that is to a manual troubleshooting on your router. Mhm. Okay. Okay, no problem, ma'am. If you still really need assistance on that, you
09:00
Speaker 1
Okay. Okay, great. Thank you so much. Thank you, Carla. Bye bye.
10:00
Speaker 2
you can always give us a call okay and you can just provide your ticket number, uh, your phone number so that we can put up your record. Okay? You're welcome. So, thank you for calling Lincoln's ma'am. This is Carla. Have a great day to you. You're welcome ma'am. Goodbye.
10:00