V2 Rubric Detail — ba6dd8f0-6be6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 13:56
Duration
16m 49s
Contact
Theresa Howard
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134038
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by refusing free troubleshooting based on warranty status, contrary to OOW best-effort policy, effectively evading support obligation.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication5.00/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall0.0% (-62.0)

V2 Grader Summary

The agent performed a basic power cycle but failed to conduct meaningful troubleshooting, incorrectly denied free support due to warranty status, and ended the call without resolution. Despite polite communication, the agent evaded ownership and provided materially inaccurate information, resulting in an unresolved outcome with auto-zero for avoidance.

V1 Case Analysis

Customer with EA2500 router reported no internet connectivity (blinking green LED). Agent guided proper Ethernet cable placement and power-cycle. Determined device out of warranty; offered paid support or email instructions. Recommended router replacement.

Troubleshooting Steps
  • Verified correct Ethernet cable placement from modem to router's Internet (yellow-labeled) port
  • Guided power-cycle of modem and router (modem first, then router)
  • Checked router LED status post-reboot
Key Observations
  • Agent correctly identified EA2500 model and confirmed serial number early in call
  • Technical instructions for cable placement and power-cycle were accurate per KB guidance for EA Series routers
  • Agent appropriately identified device as end-of-life (EA2500 released 2012, EOL confirmed in KB)
  • Offered valid self-help options (email instructions, AI support) for out-of-warranty device
  • No verification of internet connectivity was performed after power-cycle
  • No attempt to access router web interface (192.168.1.1) to check WAN status or logs
Positive Highlights
  • Correctly identified router model EA2500 and confirmed serial number
  • Accurately guided Ethernet cable placement to Internet (yellow-labeled) port
  • Followed proper power-cycle sequence (modem first, then router)
  • Maintained professional tone throughout call
  • Provided appropriate self-help options for out-of-warranty device
  • Correctly identified EA2500 as end-of-life product per KB guidance
Agent Errors / Gaps
  • Did not verify internet connectivity after power-cycle before concluding troubleshooting
  • Missed opportunity to check router web interface (192.168.1.1) for WAN status or error logs
  • Prematurely concluded end-of-life status without attempting minimal additional troubleshooting (e.g., factory reset)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet connectivity and closed the call by suggesting the customer buy a new router without resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent instructed a power cycle of modem and router, which is a valid first step, but did not proceed with further diagnostics such as checking WAN IP, ISP status, or DHCP assignment.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated that free troubleshooting is unavailable for out-of-warranty devices, violating the OOW best-effort standard; should have continued troubleshooting instead of offering paid support or replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (blinking green light) and asked about cable placement, but failed to ask key diagnostic questions like whether other devices have internet or if the outage is isolated to the router.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal warranty lookup tool but did not attempt to access router status via local interface or guide customer to check WAN settings, missing opportunity for deeper diagnosis.
T3 Not Met No misinformation conf 96%
Agent incorrectly claimed free support is not available for out-of-warranty devices, contradicting policy; also gave vague guidance on port labeling without confirming WAN vs LAN.
Communication
C1 Met Clear & professional language conf 94%
Agent set expectations clearly (e.g., 'wait 2–3 minutes', 'I’ll put you on hold') and maintained control of the interaction despite customer interruptions.
C2 Met Confirmed understanding conf 92%
Agent used simple language, repeated instructions, and confirmed understanding (e.g., 'Is it still blinking green?'), adapting to customer’s apparent confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined to troubleshoot due to warranty status, failed to take ownership, and ended the call without resolving the issue or ensuring follow-up.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were established; offer of email instructions was vague and not confirmed, and paid support option lacked defined scope or timeline.
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 was performed and none was warranted, as the issue could have been resolved at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed empathy ('I'm so sorry to hear that') and remained polite and professional throughout, even when customer expressed frustration.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a courteous tone but used a rigid script and did not adjust pace or style in response to customer’s emotional state or repeated confusion.
X3 Not Met Overall experience conf 95%
Agent asked customer to repeat serial number and other details already provided, increasing customer effort unnecessarily.
Call Transcript26 turns · 28 lines
Speaker 1
Hi. Let's see. Router. Keep blinking, and the charge spectrum said I should probably call you because
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. For out of warranty products please have your device's 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] Hello, thank you for calling Linksys Technical Support. This is Charan. How can I assist you today?
00:00
Speaker 1
Nothing's working to get my internet going. [silence] Not that I -- no, I've I've checked no. [silence] Uh I have a serial number or MAC address. Which one do you need? 10A 30 C 6 C 41 63 46.
01:00
Speaker 2
I'm so sorry to hear that one, ma'am. If I may ask, ma'am, is there any power outage or any internet outage happened? Right. So can you provide the model number, ma'am, and the serial number of your Linksys router? Can you provide the serial number, ma'am? Serial number, please. Right. It just came in a minute. Let me check out the-
01:00
Speaker 1
Then I want to find out this blue cord that says Ethernet, should that be in slot two, three, or four? Or does it matter? That's where the Blue cord should be. Okay.
02:00
Speaker 2
let me put it. My test there is only for that my double check. It should be on the internet port member. There is a yellow label at the back. yes the that the internet cable should be well where's the cable uh located then is it um on the ports want to.
02:00
Speaker 1
Okay, so I've got one two, this is linsky 2500. I've got one cord going into one, which is the charter and then two three and four. I don't have anything. And I just put like you said, the blue one into internet instead of ether net.
03:00
Speaker 2
Yes. Yes, sir. Your the cord from your spectrum modem or the cable from the spectrum modem should be plugged in on the internet port where there is a yellow label. Um, how is it? What is that again, ma'am? So how many uh ports are there on your modem?
03:00
Speaker 1
Well, wait a minute. He may. OK. There's. Shoot. There's voice. There's the ethernet power. Then it's got the cable and then it has two cable. One says voice, It says one and two voice. So that wouldn't mean it. There is. OK, on the back of the modem, there is only two power, ethernet and cable. OK, it was in the router. Under ethernet. [silence]
04:00
Speaker 2
The internet cable, mhm. So the, uh, Ethernet cable or the cable, mhm, is it plug into the, the end of that one, is it plugged into your link. Link sys router? [silence]
04:00
Speaker 1
But you said to plug it in the internet. Okay, but there's no internet, only ethernet on the modem. Uh, what are you asking? Yes, yes. And it is. Yes. Oh, the light says, uh, blinking green.
05:00
Speaker 2
Can you find that plugin to the internet? Where there is a yellow label.Is it on the link sys, ma'am. No worries. On the modem. How about on the link sys? The cable should be plugged in on the link sys router where there is an internet label or a yellow label at the back. All right, so it's already plugged in. And what is the latest status, ma'am, of your router? Yes. What is the light color of your link sys router? [silence]
05:00
Speaker 1
There has been. So the intern- is- the modem is blue. All the blue lights are on like they're supposed to be. [silence] Blashing. [silence] Yeah.
06:00
Speaker 2
It's now blinking green. But earlier it is solid red. I see. Take one moment here. Is there any light on your LinkSys router right now, ma'am? Is it solid green or a flashing green? A flashing one. How about on the internet port? Is it flashing also? [silence]
06:00
Speaker 1
Okay. I did that earlier, but I will do that again. Oh, shit. Shoot. Okay.
07:00
Speaker 2
Okay. Right, here's the thing, ma'am. What we will do here is kindly unplug both the modem and the router from the power source, and wait for 20 seconds before you plug it back in. I see I see.
07:00
Speaker 1
And I was told to do the router first. I mean the modem wait until it fires up and then do the other or can I plug in both then and wait till it's completely all blue? Okay. praying this works, thank you. oh my goodness.
08:00
Speaker 2
Yes. Plugin first the modem No ma'am once you plug in the modem then you plug in the router also Okay
08:00
Speaker 1
And it's still rebooting, so. Teresa h e R e Sa T. email is Howard. dot Teresa. And that's th-ER-ESA at w w w S and Sam, T is and Terry. L is and Lee dot com. Howard. Dot Teresa, ([silence]).
09:00
Speaker 2
Yes, ma'am, let's wait for about 2 to 3 minutes until that device is done starting up. And while waiting, ma'am kindly provide your first and last name and also your email address for me to create a correct record for you. Mm-hmm. Maybe you got it. And just to confirm, ma'am, your phone number is 3 1 4 3 2 2 6 8 20. Is this correct? All right. Thank you so much for the confirmation. Let me create a record of it. Right, mam, is it okay if I put this on hold for about two or three minutes? I just need to pull up some resources here, would that be okay? Okay, please bear with me. [silence]
09:00
Speaker 1
yes [silence] No, the blinking green.
14:00
Speaker 2
Hello ma'am. Thank you so much for patience and analyzing. So what's the light status. Is it still blinking green or a solid green or a solid red? I see still blinking green. All right. So the last option that
14:00
Speaker 1
a free email.
15:00
Speaker 2
you can do here with your router ma'am if we need to reset this one. However, upon checking here with the Slink sys router that you have, it's already out of warranty, less August [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] And for the out of warranty device, ma'am, I do apologize, but I couldn't provide a free troubleshooting over the phone. However, if you insist, I can provide you a one time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay a $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that you will do. However, ma'am, if you don't want to proceed with the payment, what I can do is I could send you an email instead as step-by-step instruction on how to troubleshoot it yourself. And also you may consider trying our links is AI answer for guidance. Which one would you prefer? [silence] All right. And also just to set the proper expectation on with this titled that you have.
15:00
Speaker 1
Hello. Hello. How old is this router? So you think we probably need a new router. Okay. Thank you. Bye-bye. Thank you.
16:00
Speaker 2
It's already part of our end of life router. It means that we don't manufacture this router anymore, and also no updated. Yes, hello, ma'am. Jess, can you hear me? All right. You have this router since 2015, so it's been 11 years. Yes, ma'am, that's correct. You need to purchase a a latest one, a Wi-Fi 6, or Wi-Fi 5 router. All right. Thank you so much also ma'am, and have a good one. Bye for now.
16:00