V2 Rubric Detail — b4696afc-65a9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 15:24
Duration
15m 44s
Contact
James Gianfagna
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133114
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall48.8% (-9.2)

V2 Grader Summary

The agent accurately identified the router model and provided factually correct technical advice, but failed to conduct any live troubleshooting or use diagnostic tools. Despite the device being out of warranty, no best-effort support was offered beyond emailing self-help guides, leaving the issue unresolved. The interaction reflects a technically accurate but procedurally incomplete response, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports EA8300 router internet drops; out of warranty. Advised to reconfigure router with new Spectrum modem and sent email with setup guide.

Troubleshooting Steps
  • Confirmed router model (EA8300) and warranty status (out of warranty).
  • Advised to connect the cable to the yellow Internet port.
  • Instructed that the router must be re‑configured after a modem change.
  • Offered to email a detailed re‑configuration guide.
Key Observations
  • Agent did not perform any basic troubleshooting (power‑cycle, LED status check, WAN verification).
  • Ticket number was communicated unclearly and likely unusable.
  • The call relied solely on sending an email without confirming the issue was resolved.
Positive Highlights
  • Correctly identified the router model and its out‑of‑warranty status.
  • Provided accurate guidance on using the yellow Internet port.
  • Offered to send a written guide and gave a ticket reference, showing willingness to follow‑up.
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps for a WAN connectivity issue.
  • Did not verify the router’s WAN LED or internet status before recommending re‑configuration.
  • Provided a garbled ticket number, making it difficult for the customer to reference.
  • Did not capture a valid serial number despite the customer offering a possible one.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered to email self-help guides without confirming resolution or guiding through steps live.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed — skipped basic steps like rebooting, checking LED status, or testing connection; relied solely on warranty status to limit support.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified out-of-warranty status and offered self-service email support, but failed to provide any best-effort troubleshooting despite customer need.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about symptoms (e.g., LED behavior, internet access on other devices), skipped root cause analysis, and defaulted to warranty status.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — did not attempt remote diagnostics, check admin interface, or guide customer through live tests despite a clear connectivity issue requiring investigation.
T3 Met No misinformation conf 99%
Technical information provided (e.g., use Internet port, reconfigure after modem change) is accurate and consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow and provided a ticket number, but failed to set clear expectations about lack of live resolution due to warranty status.
C2 Met Confirmed understanding conf 93%
Agent used simple language, confirmed customer details, and adjusted pacing to match customer’s speech and comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a ticket, stayed on the call, did not transfer, and took ownership of sending follow-up materials.
O2 Met Proactive follow-through conf 97%
Agent clearly stated next steps: wait for email, follow guide, check ticket status online; provided ticket number and support site instructions.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue was within scope of L1 support, though limited by warranty policy.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite but did not acknowledge customer frustration about out-of-warranty status or express empathy for repeated ISP calls.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, used calm tone, and allowed space for clarification without rushing or interrupting excessively.
X3 Partially Met Overall experience conf 89%
Agent required customer to repeat effort later by emailing instructions instead of walking through them live, increasing customer effort.
Call Transcript29 turns · 30 lines
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.linkssys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device 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. [silence] Thank you for calling Linksys. This is Ice. How can I help you?
00:00
Speaker 1
modem for my cable and they said the modem hasn't dropped it once, but the lenseless, I bought a lensess router and I just want to know if you can help me. they said they gave me your spectrum, gave me your number and I maybe I have it plugged in the wrong thing. I don't know. Heck, I don't know. so. Yes, ma'am. I think it's 21 P10 C69731384. And I may have just, I don't know. It may be my own.
01:00
Speaker 2
Can you provide me with the serial number of your Linksys router?
01:00
Speaker 1
Go ahead. Yes, ma'am. But should I be plugging it into the Ethernet or the internet [silence] one in the back? The yellow port, not the Ethernet one? Is that correct? Okay. yeah James John Faina. John [silence] Faina. yeah G I a N F A G N A.
02:00
Speaker 2
Yes, one. You only have this one like, is it rather? Oh, it should be on the Internet part. Oh, yes, yes. I'll create first a record for you, sir. May I have your name? James Janfana. All right, James Janfana. May I know your email?
02:00
Speaker 1
your email address is Johnponier@gmail.com
03:00
Speaker 2
Email address? [silence] Yeah, just [silence] @gmail.com [silence] All right, thank you. Uh, James, you mentioned... Spektrum uh is that your internet service provider? [silence] All right. Uh James, I've checked on our system. The serial number you provided to me. [silence] It corresponds to a Linksys router model EA8300. [silence] And [silence] apparently [silence] this router is already out of warranty [silence] It's warranty status [silence]
03:00
Speaker 1
okay I just wonder what do I need to get like they'll give me a free router I just keep it keeps dropping stuff and like the light goes on and off does that make sense on the top
04:00
Speaker 2
Yes, it would depend on your Internet connection, or if it's not your Internet connection, it could also be your routers performance. And I would love to walk you through the troubleshooting steps to know the reason why you're experiencing a drop of on and off connection. But as I've mentioned before, your router is already out of warranty. So I cannot provide you a free technical.
04:00
Speaker 1
That's kind of crazy. Well, obviously, I don't want to pay for it. So, I guess I'm illegal sound. Yeah, but I-- after before you send that, I-- I have to have it in the internet, not the ethernet one, right?
05:00
Speaker 2
On advice of legibly will. Unless you apply for the paid support, that's the time that I can walk you through the steps on how to. All right. So, if you don't wanna pay for the troubleshooting steps, James, I can just send you the guidelines on how to troubleshoot the issue with your dropping off internet connection. I would send it to your email. The email support is free. So, would you like that? [ silence] Yes. Uh when you plug in your router to your modem, uh spectrum modem, make sure that you plug [ silence]
05:00
Speaker 1
[silence] Yeah, they all have. They're both yellow, yeah. Yeah, that's where it is. Go ahead. [silence] No, I've [silence] been on [silence] well, I've been on the phone with them for an hour and they said it's already in gone. [silence] So, but I can't get the light to come on [silence] on the links thing, so it all
06:00
Speaker 2
plug in one end of the cable to the Internet port of your router, the one which has a yellow label indicating that it is the Internet. And the other end of the cable, you could plug it to your Spectrum modem. But you have to know, James. Mhm. You have to know, James, that when you plug in the cable, it doesn't mean that you could already access your Internet because you need to set up first your router. Maybe your router has been reset or disconnected, so you may have to Hello?
06:00
Speaker 1
Well, uh, I, I just got a new router. Uh, they're telling me it's yeah, go ahead. Oh, go ahead. You can send me yeah, you can send me that, too, huh? Nope. You're going to send me that too.
07:00
Speaker 2
So it could be that your router got disconnected. So you may have to reconfigure again your router. Yes. To set it up. Because our system shows also that your router status is showing offline. So maybe that's a reason why you can't access internet as of this moment. So you may have to reconfigure your router. And I can also. Mhm. So I can also send you. Oh, what you have something to say, James? Yeah, I'm going to send you the troubleshooting steps.
07:00
Speaker 1
Yeah. Do you know, but I just got a new router today. Will it be, will that change anything? I just got a new router today. So, will that change anything based on, like, do you have an old router for me or whatever? I don't know.
08:00
Speaker 2
On how to troubleshoot the issue with your internet connection that goes on and off. And I'll also be sending you the guidelines on how to re configure your router. Okay? Hello. What did you say James? mm-Hmm. If you have a new router, then I can assist you on how to set it up for free but uh you will have to um register that router so that you can upload the proof of purchase so that we can validate the warranty status of your router. What's the serial number of that new router?
08:00
Speaker 1
[silence] sorry, I have a new yeah, sorry. I have a new modem. I'm sorry, not a new router. Yes, I have a new modem, not a new router. I'm sorry.
09:00
Speaker 2
What type of router you have? Because the serial number you provided a while ago corresponds to the Linksys router model EA-8300, and that router is already out of warranty. Hello, James? I see. All right. So, since you have a new modem, that's the same thing. You will have to reconfigure your router because your router was set up previously with your old modem. So, now that you have a new modem, uh that's the usual process. You will have to reconfigure your router because its settings was, uh, [silence]
09:00
Speaker 1
okay.
10:00
Speaker 2
program with your previous or modem before, so it will not work with your new modem unless you reconfigure again your router. Okay? So I'll be sending the email guidelines on how to reconfigure your router so that you can set it up. Just follow the instructional guide on the email that I'll be sending to you. If you have any trouble understanding the guidelines, you can use our support site, support.linksys.com because we have an AI agent or Linksys support assistance on that site. You can use it freely. Alright? Thank you for calling Linksys again, James. Uh before we end the call, I can provide you your ticket number so that in case you have other concerns with your router, you can contact us.
10:00
Speaker 1
Haven't email you yet? Okay. Okay. Okay. What was the first letter? So L.t.s. 1013, keep going. 1331. L.T. 133114.
11:00
Speaker 2
Mhm. So your ticket number is L for Lima, T for Tango, S for Sam, zero zero, zero one three three three one one four. L for Lima, three one, one four, one three, two one one four.
11:00
Speaker 1
okay yeah the reason it's not working working is because I gotta um with this okay I guess I'll wait for your email to try and do that no I just I mean you're gonna send an email it's G I a n N f a g N a R at gmail.com have you sent the email yet [silence]
12:00
Speaker 2
Yes. So. new modem Because when you have a new modem you will have to set up again or reconfigure your linksys router So you're going to wait the email before you and the call Yes. Yes.
12:00
Speaker 1
Yeah okay, thank you um, G-I-N, okay. okay okay usually it comes through pretty quick but okay all right well that's fine
13:00
Speaker 2
Maybe Maybe uh Maybe because uh because of the different time zone. The email is not yet arr arrived but you can check it from time to time because in my record here, it's already been sent to your email. Or you can also go to our support site when you go to support.Linksys.com
14:00
Speaker 1
Okay. All right. Thanks. Have a good one. All right. [silence]
15:00
Speaker 2
you can click on check ticket status and then try to type in your email address and your, the ticket ID number that I provided you. So that you can log into that and from there you can see your ticket case and you will also see the email that I've sent to you if ever you still haven't received the email. All right. Thank you for calling Linksys again, James. Once again, this is Izz T. Please take care and have a great day. Bye.
15:00