V2 Rubric Detail — bc567226-6a8d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:47
Duration
19m 14s
Contact
Linda Johnson
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133817
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: setup new device_MR7350

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall67.6% (+17.6)

V2 Grader Summary

The agent appropriately handled an out-of-warranty case by offering one-time assistance, provided technically accurate setup and reset instructions, and maintained ownership. However, troubleshooting was incomplete — the root cause (modem issue) was not fully diagnosed, and the customer was left without a clear action plan. Customer effort was increased by repeated information requests, and next steps lacked specificity, resulting in partial progress but no resolution.

V1 Case Analysis

Customer unable to get internet after installing new Linksys router; red/purple LEDs observed. Agent verified Ethernet connection to WAN port and instructed 20-second reset, but modem showed no light. Advised customer to contact ISP; offered paid support and email for receipt submission. Customer will call back after ISP contact.

Troubleshooting Steps
  • Verified Ethernet cable connection to router's WAN (yellow) port
  • Instructed power-cycle of router and modem
  • Guided customer through a 20-second factory reset using the reset button
Key Observations
  • Agent never obtained or confirmed the router model number despite it being critical for accurate support
  • Warranty status was declared out-of-warranty without performing a lookup or validating with the provided serial number
  • No HappyFox case was created or referenced during the call
  • Customer disclosed health issues (chemotherapy) but received minimal empathy or accommodation
  • No concrete follow-up time was set — only a vague 'call back in the morning'
  • Agent incorrectly stated they were 'not trained for' modem issues without attempting basic modem status checks
Positive Highlights
  • Correctly explained the 20-second reset procedure (matches KB guidance)
  • Correctly identified WAN port (yellow) for modem connection (matches KB)
  • Offered to email a receipt request for warranty verification
  • Maintained a polite tone throughout the call
Agent Errors / Gaps
  • Failed to collect or confirm the router model number (critical omission)
  • Incorrectly asserted out-of-warranty status without a warranty lookup
  • Did not create or reference a HappyFox case number
  • Provided minimal empathy after customer disclosed chemotherapy and cognitive difficulties
  • Did not set a concrete follow-up time; only offered 'call back in the morning'
  • Failed to guide customer to check modem power/status beyond stating 'I don't know'
  • Did not attempt to verify if the modem was online-capable or required ISP provisioning

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends the call stating they will call the cable company and ask to call back in the morning — no resolution achieved or confirmed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed basic steps (cable check, 20-second reset), but did not verify modem status, interpret LED states correctly, or complete end-to-end troubleshooting.
R3 Met Correct resolution path conf 96%
Agent correctly identified device as out-of-warranty, explained paid support policy, and still offered one-time free assistance — appropriate path per OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent gathered serial number and confirmed physical connections but failed to ask key diagnostic questions (e.g., modem LED behavior, prior setup attempts) or determine root cause.
T2 Met Appropriate tools / resources used conf 94%
Issue was physical setup and basic reset — no advanced tools (logs, remote access) were required or available; agent used correct KB-based guidance.
T3 Met No misinformation conf 97%
Agent correctly stated no registration needed, Wi-Fi credentials on label, and gave accurate 20-second reset instruction consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but allowed long silences, did not set clear expectations for next steps, and let customer dictate call closure.
C2 Met Confirmed understanding conf 95%
Agent used simple language, repeated instructions, and adapted to customer’s pace and confusion without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case record, stayed on the call, did not transfer, and committed to follow-up — full ownership demonstrated.
O2 Partially Met Proactive follow-through conf 90%
Agent noted they would email receipt request and invited callback, but provided no timeline or specific next troubleshooting steps.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly judged issue within L1 scope (setup and reset), did not escalate unnecessarily — valid non-escalation decision.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — customer issue was not beyond L1 capability.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite but missed opportunity to acknowledge customer’s health challenges with deeper empathy or reassurance.
X2 Met Tone & rapport conf 94%
Agent matched customer’s slower pace, repeated reset duration clearly, and maintained calm tone despite confusion.
X3 Not Met Overall experience conf 95%
Customer repeated serial number multiple times due to agent’s repeated requests, indicating avoidable repetition and increased effort.
Call Transcript34 turns · 35 lines
Speaker 1
[silence]
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, paid support may be available. 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. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today?
00:00
Speaker 1
me through this? I think I can do it, but I don't I don't a three times I haven't any. So I have I have the device connected. the wires connected to the router. And I believe they just I just connect them to the same disconnect the old router and connect those to the device. I think I know how to do it, but after that, how do I, how do I register it and all that stuff? I don't it it said something about registering your device. Make sure you have this model number or something, serial number.
01:00
Speaker 2
I'm sorry, what register are you referring to, ma'am?
01:00
Speaker 1
And I do have that. Yeah. And and and the password will show up, and my link that's that's on the machine. There is a password here, right? It says password. Yeah. So all I have to do is just plug it in, like the other way is plugged in, and I should be good to go. Can you talk me through that?
02:00
Speaker 2
Uh, actually, we don't need to register the product for you to enjoy your Linksys device, ma'am. Once you're able to set it up there in your end, everything will work fine. Uh, password for WiFi. Password and WiFi name is indicated at the bottom of the Linksys device. There is a sticker showing there. Correct. Yes. Uh, no. You need to set it up first. Uh, can you confirm to me ma'am if the is the device just recently purchased, this is the first time to use or it was working fine before?
02:00
Speaker 1
the problems I've been having, they believe that that my old linksys is old, and that it's not working properly. But of course they can't, the cable company can't check it because it belongs to linksys. Yes. Sirial number 33C as in cat 10M 296B 05951. I haven't plugged it in yet.
03:00
Speaker 2
Got it. Can you confirm to me. What's the serial number for that router, please? [silence] Can you just take a look there with me? It's okay. So, this is the first time you're going to set up the device?
03:00
Speaker 1
[KEEP_UNCERTAIN] but then we took it out and put the old one back up and I don't remember why this has been going on for a couple of weeks. So, it may be it's good. No, I think it's 293.29 B. Oh 5951. Um, it came on the 10th. I ordered it through amazon. I came on the 10th. So, I ordered it on the 9th. I think it's 293.29 B. Oh 5951. Uh it was a it came on the 10th. I ordered it through Amazon. It came on the 10th. So, I ordered it on the 9th. [silence]
04:00
Speaker 2
Uh, can you confirm to me, ma'am, again, if I got the correct serial number? It's 33T10M296 letter B. Ah, go ahead. 29B. And then you can start continue. When did you purchase this device, ma'am? Uh, that's it's that June this year.
04:00
Speaker 1
[KEEP_UNCERTAIN] Yes. [ silence ] Well, I didn't, you know, it came, it's on my, it will show up on my credit card, but, um, I ordered it through Amazon. [ silence ] And paid. [ silence ] Do you, do you. [ silence ] I said, are you kidding? This is, okay. Me, just.
05:00
Speaker 2
Do you still have a copy of the receipt for the device? yeah in the Amazon app you will have there the order details when did you receive how much the device, so later on, ma'am, I will be I will be sending you an email so that we can have a copy of the receipt. I know that you mentioned that you just recently purchased the device. However, based on your records here, the device that you have is already been out of warranty. Now, for out of warranty devices, we ... sorry.
05:00
Speaker 1
Okay. Okay. Um, it's Linda Johnson. There's a lot. Big Lynn here.
06:00
Speaker 2
Hi, ma'am. I know that you just recently purchased the device. That's why we wanted to ask for a copy of the receipt so we can validate the warranty period. Because then again, this router has already been out of warranty and for out of warranty devices, we no longer provide free technical assistance unless they avail of our paid support, which is for 60 minutes, but there would be a fee of $15, right now. But right now, I can assist you one time. However, moving forward, if you cannot attach a copy of the receipt in the email that I'm going to send to you, we might not be able to assist you further. Okay? Let me create first a record for you in the system. May I know your first name and last name, please? Thank you. And how about email address? [silence] GovernmentU free technical assistance unless they avail of our paid support, which is good for 60 minutes, but there would be a fee of $15. But right now, I can assist you one time. However, moving forward, if you cannot attach a copy of the receipt in the email that I'm going to send to you, we might not be able to assist you further. Okay? Let me create first a record for you in the system. May I know your first name and last name, please? And how about email address?
06:00
Speaker 1
know, spell b i G lINHERE@aol.com. Charter spectrum YES. Well I've got, I've got the. the plug in on the modem, I was gonna take the old one out now and plug it in to. the. modem, right the router. That's that's what you said, right? I'm sorry, overextrisal.
07:00
Speaker 2
To the screen what your internet service provider? Spectrume. spectrum very Now for the Linksys device that you have there, ma'am. Can you try to plug it in here to your modem? yeah yeah you need to remove first, your older
07:00
Speaker 1
It's just about there. OK, I think we're plugged in and I'm getting a solid blue light. No, it's flashing blue lights in the front. Yeah. Yes. Yeah I did. [silence] the yellow port. Yes. And it's Yes. And that's plugged into the modem. [silence] That's correct. Sorry, I'm at this point with them. [silence] I just found something else that I think is supposed to be plugged in. No.
09:00
Speaker 2
Okay. So, ma'am, at the back of the Linxsys device, did you connect an internet cable in the internet port? Okay, it's in the yellow port, right? Okay. So, the modem, there are no other ethernet cord connected at the back of it, correct? Only the Linxsys one? Okay. All right. So, tell me when you're ready to troubleshoot. So I can provide you and [silence]
10:00
Speaker 1
Okay, I think I'm all plugged in properly, but I'm getting a red light now. Yeah. That's correct. Oh, wait a minute, wait a minute. Let me double check. I'm double checking. Yes, those two are connected properly. Yes.
12:00
Speaker 2
All right. So again, ma'am, let me just check double check the physical connection first. Okay. For the modem, only one ethernet cable connected at the back of it, and then it is connected to the link sys internet port, the yellow port, correct? Okay. Sorry. Okay. And also no other.
12:00
Speaker 1
No, it's just the male, plug. that, that goes. That, electricity plug into the electrical outlet. Um, is that correct? Where is the [<i>reset</i>] button? The red button on the back or. blue button? know. I pressed the blue or the red. Um, Okay, I buried something. receive the packet. found the packet. Hello? Um, still trying. Try that.
13:00
Speaker 2
it cable connected at the back of the Linsys, right? Mhm. Okay. So, that's the power, the power source, you mean, correct? All right. So, since there is a red light showing at the top of the Linsys router, kindly try to reset it. You hold and press the reset button for 20 seconds. Yes, ma'am. That's the one. The red light. The red one.
13:00
Speaker 1
How long do I hold it for again? Okay. I'm pressing it. You could tell me when to let go. Thank you. It's blue. Now. Okay. Do you want me to hold it again? Did you say? No. Okay, gotcha.
14:00
Speaker 2
20 seconds. Sure. All right, ma'am, you can now release the reset button. Give it at least two minutes, it's still rebooting. No, just just leave the device there.
14:00
Speaker 1
It's blue, but I just noticed the the modem may be having an issue. I think the plug in here, the whole one second. I think I'm going to have to unplug the router to replug it. Or no, I don't. I'm going to plug in the modem down here. No. That might be what's going on because that wasn't fully seated I don't think. Can you tell if the modem's working? [silence]
15:00
Speaker 2
unless I don't know. I mean, uh.
15:00
Speaker 1
The router is showing a purple light and the modem is showing no light. It should have a light, shouldn't it? Okay. If I unplug the device and [silence] I have to move.
16:00
Speaker 2
uh but actually i really don't know about your modem because we are not trained for that device but if you unplug the device then it will already not have a life if you unplug the modem then the device will not be connected
16:00
Speaker 1
because it wasn't seated properly. So I did unplug it and moved it to the other end of the um, I forget what they're called. Um, the long thing that has several plugs. Yeah. Can you tell? Sorry, go ahead. You go. Um, okay. Well, I don't know how to know. I expect it should have a light, but I don't know. Um, seems everything.
17:00
Speaker 2
All right. If you have unplugged the modem, ma'am, then you need to wait for it to become stable, stable light. So just tell me when it's stable already before we proceed troubleshooting.
17:00
Speaker 1
I think I'm going to have to call the cable company and see if they can do something with the modem, because it's not lighting up. It's been plugged-- I mean, I unplug it, plug it back in. It's been plugged in for long enough. It should do something. I'm sure it. Can I call back in the morning? I feel like I'm just my brain isn't working. I've had chemo three times and and my brain just doesn't operate well, but in the morning, I'm baffed.
18:00
Speaker 2
Okay. maams all right yeah you. You can uh Peace uh call back to us I've notated everything here in the system you know you don't need to repeat yourself all over again okay that's not a problem. Yes.
18:00
Speaker 1
So, THANK Y- THANK you, I appreciate you.
19:00
Speaker 2
okay ma'am, not a problem. you can always call us back. you're welcome. ma'am have a nice day. bye-bye
19:00