V2 Rubric Detail — b951aeae-6e5e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:20
Duration
7m 52s
Contact
Maria Chavez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134300
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500_no internet connection
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical information (E2500 being a Wi-Fi 7 device), which constitutes a critical failure under rubric section A–F.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped essential diagnostics, and provided factually incorrect information about the E2500 supporting Wi-Fi 7. Despite maintaining basic call control, the agent showed no empathy, did not adapt communication, and neglected escalation or proper out-of-warranty support, resulting in a fully unresolved case with critical technical inaccuracies.

V1 Case Analysis

Customer reports no internet on E2500 router despite solid LEDs. Agent incorrectly stated the model is obsolete and unsupported since July 20220, mentioned Wi-Fi 7 (irrelevant), and advised generic power-cycle and reset. No proper diagnostics performed. Offered to email step-by-step reset instructions. Issue unresolved.

Troubleshooting Steps
  • Advised 30-minute power-cycle of the modem/cable.
  • Suggested router reset and re-configuration.
  • Incorrectly informed customer that the E2500 is obsolete and unsupported since July 20220.
  • Mentioned Wi-Fi 7 technology, which is irrelevant to the issue.
Key Observations
  • Agent made a materially false claim that the E2500 is unsupported since July 20220 — this date is impossible and contradicts Linksys support policy.
  • Mentioned Wi-Fi 7, which is not relevant to the E2500 or the customer's connectivity issue.
  • No proper diagnostic steps (e.g., direct modem test, WAN status check, router admin page review) were performed per KB universal_isp_modem_diagnostics.md.
  • Failed to collect serial number or verify warranty status despite asking for it.
  • Advised a 30-minute modem power cycle — KB recommends 30 seconds, not 30 minutes.
  • Did not guide customer to check WAN status in router settings or test connection directly at modem.
Positive Highlights
  • Polite tone and offered to send a follow-up email with detailed steps.
  • Attempted to collect model number and serial number, showing awareness of protocol.
Agent Errors / Gaps
  • Incorrectly claimed the E2500 router is obsolete and unsupported since July 20220 — this is factually false and the date is impossible.
  • Mentioned Wi-Fi 7 technology, which is irrelevant to the customer's issue and the E2500's capabilities.
  • Advised a 30-minute modem power cycle — KB universal_isp_modem_diagnostics.md Step 1 specifies 30 seconds, not 30 minutes.
  • Failed to follow the standard ISP/modem/router diagnostic flow: no direct modem test, no WAN status verification, no access to router admin page.
  • Did not obtain or verify the router's serial number despite asking for it.
  • Provided generic advice without confirming the customer's environment (e.g., modem type, ISP status, router admin access).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet connectivity or offer a valid resolution path; only suggested reset and email, leaving issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model, ISP, and other devices, but skipped critical steps like modem test or WAN status check, relying on generic advice.
R3 Not Met Correct resolution path conf 90%
Agent cited E2500 obsolescence but failed to provide meaningful best-effort troubleshooting (e.g., firmware, factory reset with setup) or recommend replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified no internet and asked basic questions, but did not isolate source (ISP vs modem vs router) or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., speed test, admin UI to check WAN status); agent relied solely on customer description despite diagnosable issue.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed E2500 supports Wi-Fi 7, a non-existent capability; also gave vague reset instructions without setup guidance.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced themselves, collected necessary info, maintained flow, and closed professionally despite unresolved issue.
C2 Partially Met Confirmed understanding conf 80%
Agent used formal tone and technical terms but did not simplify explanations or confirm understanding with a clearly confused customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and offered to send email, but did not take ownership to resolve the core connectivity problem.
O2 Partially Met Proactive follow-through conf 85%
Agent promised an email with steps but gave no timeline or confirmation of follow-up, leaving expectations incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff involved.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation despite unresolved issue and obsolete device; agent should have escalated for advanced diagnostics or replacement guidance.
E2 Not Met Escalation prep & handoff conf 90%
No escalation executed, so no details provided to higher tier or customer about escalation reason/timeline.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration after multiple failed restarts or expressed empathy for repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent maintained scripted, one-size-fits-all tone and did not adapt pace or style to customer’s confusion and repetition.
X3 Not Met Overall experience conf 95%
Customer repeated the same issue multiple times; agent did not consolidate information or reduce redundant steps.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] Yes, ma'am. Uh there's no connection between my antenna and my computer. Uh the the system is is working, the Wi-Fi
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.linksys.com. Please have your device serial number ready for assistance. Press one now. [silence] For out of warranty products, paid support may be available depending on your [silence] Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling. Linksys, this is El. How can I help [silence]
00:00
Speaker 1
Router is working, the lights are on and everything, but there's no connection between my computer and the antenna.
01:00
Speaker 2
uh antenna sir uh what's what's the model number of the Linksys that you're using can i have sir the serial number thank you so much very let me just double check down here And who is your internet service provider.
01:00
Speaker 1
Reza, Ling goes, Razo Ling. As far as I know, no. Um, I we we only have three computers connected to that to that uh system and there's no internet
02:00
Speaker 2
Rizalink? Okay. Rizalink, okay. So, aside from your computers, sir, how about other devices that are connected to the Wi-Fi of the E 2500? Are there working with internet? Okay. And what have you tried so far?
02:00
Speaker 1
Uh, you know, on, on, on Friday it was down. The system was down. They brought it back up Sunday morning. And, uh, right now, they're saying, I called them again today, and they're saying that there's, there's, uh, there's, uh, connection to the antenna. But from, from the, the antenna to my computer, there's, there's no, uh, there's no, there's no, there's no connection. So, they're saying that my router, um, it's something wrong with my router and we restarted the router many times. Uh, we, we disconnected it for more than five minutes. We reset it and still no connection.
03:00
Speaker 2
Uh oh. Okay, probably because it took too long for the internet to restore back from your internet service provider. So that's the reason maybe the, even if you power cycle it multiple times, it's still unable to create a new connection. What you'll probably want to do is power cycle your cable or your modem. So first thing you want to do is just unplug it from your power and then let it sit for about 30 minutes. Probably have to do, sir, on the router, aside from power cycle, because you've already tried to unplug it and then plug it back in. I think that's the one that you did for five minutes. It still won't connect. It still doesn't have any internet. I think it would be best if you reset and then reconfigure this router to create a new connection from your internet service provider. However, just to, give you a heads-up. The E2500, sir, is actually part of our obsolete routers, which means that we no longer manufacture this and we already stop supporting the unit since July 27 of 20220. The reason for that is because most of the Internet Service Providers along US, they are actually trying to upgrade into newer Wi-Fi system, which they're [music] [cat whining]
03:00
Speaker 1
on the web it asked me for it and plastic and i put the skik the dish and went straight to the internet and you all site cool yet i got internet again if i need if you need to
05:00
Speaker 2
you're trying to use in your Wi-Fi technology which is Wi-Fi 7 um you can still uh you can still try to reset and then set it up again to connect it back with your internet service provider.
05:00
Speaker 1
again ma'am okay sure uh yeah it's going to be e e e e.g e.g farms okay yeah it's gonna be a for apple i for india farm labor at yahoo.com
06:00
Speaker 2
Okay. All right, Sir, but just in case, um, would you like me to send you an email in case it happens again? You can try to reset and then reconfigure it just in case if multiple reset does not work. I can send you an email step by step for that one. Okay. Can I have your email address, sir? Can you spell that one for me?
06:00
Speaker 1
Maria Chavis for it's going to be, you could put Maria Chavis. No, that'll not be great. Thank you so much for your help. OK. Bye-bye. me metí aquí al internet aquí al Cisco me metí aquí al Cisco y luego me salí de internet.
07:00
Speaker 2
Okay, and first name and last name, sir. Maria Chavez, okay. So yeah, I'll send an email sir on that one for future reference. So it's going to be step-by-step process on how you can reset and then reconfigure it if it happens again. And then multiple power cycle does not restore the internet, okay? Anything else, any follow up questions? You're welcome, sir. Thank you as well for taking the time calling Lincees. You take care. Have a good day. Thank you, sir. Bye-bye.
07:00