V2 Rubric Detail — bce5212c-7a07-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 13:28
Duration
10m 47s
Contact
Kathryn Sell
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#EOS00136164
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall31.5% (-24.5)

V2 Grader Summary

The agent provided technically accurate factory reset instructions per the KB, but failed to apply a logical diagnostic process (T1) or use available tools (T2) to isolate the internet failure. No attempt was made to follow the ISP/Modem diagnostic flow, and the agent relied on the device's end-of-support status to limit assistance rather than providing best-effort troubleshooting. The issue remains unresolved.

V1 Case Analysis

Customer reports no internet on router (Wi-Fi shows SSID but no connectivity). Agent did not obtain model number, skipped WAN diagnostics, and immediately recommended factory reset. Confirmed device is end-of-support. Collected email and promised setup instructions. No replacement offered.

Troubleshooting Steps
  • Advised power-cycle and full factory reset of the router (15-second reset button press).
  • Confirmed Wi-Fi SSID is broadcasting.
  • Collected email address to send setup instructions.
Key Observations
  • Agent did not ask for or confirm the router model number — a critical protocol failure.
  • No verification of WAN/Internet status or modem health was performed.
  • Agent jumped directly to a factory reset without proper diagnostics.
  • Provided accurate reset procedure but gave vague end-of-support information.
  • Offered self-help via email rather than a concrete resolution.
  • Failed to offer escalation or a clear replacement path for an out-of-support device.
Positive Highlights
  • Provided correct factory-reset instructions (15-second press) as per universal_factory_reset.md.
  • Expressed empathy for the customer's frustration and apologized.
  • Collected the customer's email and promised to send written instructions.
  • Correctly identified the device as end-of-support and set accurate expectations.
  • Provided accurate pricing range and purchasing options for replacement routers.
Agent Errors / Gaps
  • Failed to collect router model number — a required step for accurate support and warranty verification.
  • Did not verify WAN connection or perform basic ISP/modem diagnostics (e.g., test directly at modem).
  • Prematurely recommended a factory reset without confirming the root cause (per universal_factory_reset.md, reset only after failed access or forgotten password).
  • Provided an end-of-support statement without confirming warranty status via serial lookup or model verification.
  • Did not offer escalation or a clear replacement path for an out-of-support device, despite customer distress.
  • Did not follow the Step 1–3 diagnostic flow in universal_isp_modem_diagnostics.md to isolate ISP vs. router issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested factory reset and emailed instructions but did not confirm resolution; customer still lacked internet at call end.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked for serial number and suggested reset; skipped essential diagnostics like WAN status, modem test, or ISP verification.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified end-of-support status but failed to provide full best-effort troubleshooting (e.g., guided reset, setup steps); offered email instructions and purchase guidance, which aligns with OOW expectations to some degree.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Minimal diagnostic process: identified 'no internet' and flashing yellow light but asked no follow-up questions about modem, connection type, or prior changes, contradicting the isolation steps in universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 85%
No tools used (e.g., no remote access attempt, no guidance to check router UI at 192.168.1.1); relied solely on customer description despite available diagnostic paths in the KB.
T3 Met No misinformation conf 95%
Factory reset instructions (15-second hold) are consistent with universal_factory_reset.md; end-of-support dates are not contradicted by provided KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated call professionally but lost control; allowed caller to dominate with emotional outbursts without re-framing or guiding next steps clearly.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not adapt to caregiver’s distress or check understanding after key steps; missed opportunity for empathy or confirmation.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed support due to EOL status and offered only an email; did not take ownership of guiding the customer through resolution despite OOW best-effort expectations.
O2 Met Proactive follow-through conf 95%
Clearly promised to send setup instructions via email and confirmed the recipient address (Catherine cell9@email.com), setting a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within scope of L1 support, even if device is end-of-support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I'm so sorry for that,' acknowledging frustration, but did not specifically validate the customer’s concern about being sold an outdated device.
X2 Partially Met Tone & rapport conf 85%
Maintained neutral tone but did not adjust pace or emotional responsiveness to match the caller’s escalating distress or caregiver role.
X3 Not Met Overall experience conf 90%
Required customer to obtain a computer, perform a factory reset, and await email instructions; no attempt to minimize steps or assist remotely despite caregiver’s burden.
Call Transcript20 turns · 21 lines
Speaker 1
[silence] Um, yes, I am actually calling for my mother. She's 94 and she has no internet for like the last month, and I called Spectrum because we didn't know. And um, Spectrum had informed us that she owns her box through you guys. So and they so they can't really do anything but what she did help me walk through it to try to um, you know, get it to go or whatever, but it's not working still. So um,
00:00
Speaker 2
[silence] Welcome to Linksys Support. [silence] To ensure quality service, your call may be monitored. [silence] Certain products will be supported, while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Joy. [silence] How can I help you today? [silence] Uh huh. [silence] Okay.
00:00
Speaker 1
Okay, where do I find that? Well, okay. Yeah, that where is it now? Does it say serial number or does it have something else? Oh yeah, serial number. Okay, I have it. Are you ready? Okay, 1, 9, C, as in cat, 2 0, C as in cat, 6, 7, 9, 1, 3, 2, 4, 4.
01:00
Speaker 2
Yeah, I need to see your number of the device. at the bottom of the digital device. SN .
01:00
Speaker 1
No, it actually where it's plugged in in the back. It has the two green lines on one side of the court and then the other side is a yellow light flashing. And I did unplug it for like 20 seconds and then I plugged it back in and it still did the same thing when I was on the phone with Spectrum because they were trying to help me walk through it. They weren't sure if it was their problem or if it was on the box or what.
02:00
Speaker 2
like, there's no internet connection on the router. Mm-hmm. Ok. All right, I see. But how about the network name or the Wi-Fi name of this router? Is it still showing up?
02:00
Speaker 1
What do you mean? Yeah, it comes up like on a TV, it comes up wireless connection. And it says the Wi- Fi and it's called linsky's 1324. And then Lord slash. And I'm 5G, HD. Um no it doesn't it says it connection fails. Okay, how do I do this? Okay.
03:00
Speaker 2
Like the Wi-Fi name for the router. Okay, I. So, for, but does it says, connected but no internet connection? Okay, I see. So, for this one, since you already rebooted the router, the last option that you really need to do is to do a full factory reset and then set up this router again. Yeah. Like, there's a reset button at the back of the router you like have to press and hold it for 15 seconds. But you need to.
03:00
Speaker 1
A computer, I need a computer. Um, mom, do you have your tablet? What? Where's your tablet? Or a computer or whatever. Oh. Yeah, she's going to get it. I can reset it though. Meanwhile, right? Mm-hmm. Okay, so she just talked to you, wait a minute. Now, hold on, hold on cuz when she ordered the internet, the cable guy brought this to her and she hasn't had it for that long. So why would he give her a box that's not that's obsolete? Just about, you know? [silence]
04:00
Speaker 2
computer for this one to set it up do you have a computer a laptop or an ipad Okay. But um yeah, but as for checking here on my end Ma'am, this model that you have is no longer supported. The end of support is last May 15, 2025. So after that, we can no longer provide any technical help for this. The original manufacturing date for that model is August 1st, 2019.
04:00
Speaker 1
Okay, so what's she supposed to do, do you guys give her a different one then? Whoa, that guy just then they just you guys all screwed her. She's 95 years old and you guys are gonna tell me that she just got this not too long ago and you guys sold her a one that is oh my lord. This is not right. Something needs to be done. Mom, when did you get when did you get this box this cable when did you get that? When I moved her. No, that let me talk. Get Linda, she's on the phone. Answer the phone so I could talk to Linda cuz you don't know. When she moved in here, but that's not right. Answer it, it's Linda. [silence] Answer that phone and ask the question. [silence] Let me talk to her. [silence] Mom, she's probably not. [silence]
05:00
Speaker 2
So, we have the list of products that are end of life and also end of support. And this one belongs to and off support. Even though it's new. For out of warranty and end of support devices, we don't have any replacement for that one. Since this product is no longer manufactured. When did you when did you purchase this one, Manny? OK. Yes but up for this device, Mom we can really no longer support it? [silence]
05:00
Speaker 1
she purchased here when she had her Cable set up they brought it here and they gave it to her I through Spectrum I would assume I don't know my mom's 95 years old I don't know she said the cable guy brought it to her she said when she had her Cable set up that's when he brought it Mhm that's why I'm very upset because somebody just screwed my mother over big time because and this has been this is ridiculous she's no and she's paying for it and she's still paying for internet which she doesn't even have yeah she paid.
07:00
Speaker 2
is even if you like purchase it brand new or where do you purchase this device? [silence] Uh did they did they purchase it? [silence] They did not purchase directly from Linksys or from Asurion? [silence] Yeah but okay I see because we no longer manufacture this unit long time ago so that's why it's one of the end of support devices. [silence] But um [silence] Oh I'm so sorry for that. but um I can uh um [silence] She's still paying for monthly rent for that router. [silence]
07:00
Speaker 1
You can send me what? Okay, yes, you can do that. That would be great. Sure, it'll be under, um, it'll go to Catherine, K-A-T-H-R-Y-N, and then S-E-L-L, the number nine at gmail . Correct, yes, yes. My name is Catherine Sley. [ silence ]
08:00
Speaker 2
Okay, I see. Maybe they just bring up places for that, but I can just send you the email instructions instead for the setup process. How about that? Since I can no longer work into phone. An email instruction. OK, mail me your your email address, please. So that's Catherine cell9@email.com, correct? I have your first name last name. Thank you. I will just send you the email instruction for this. Rough instructions. Beep [silence] OK. Do that [silence] About [silence]
08:00
Speaker 1
Okay. Okay. Okay. Okay. I really appreciate your help for this. Yes. Um, now if it does not work, where can she get another one? Where do we where do we go? And what do we do, you know, to get it? Do we have to go through Spectrum or do we go through you? Oh. Okay. Um, Okay. Okay. So, if you. Okay. Okay. Tell me.
09:00
Speaker 2
Whenever you reset it, just press and hold a reset button at the back, the red button. You might need a paper clip for that one to press and hold it for 15 seconds. Then just follow the setup procedure. All right. You're welcome. You're welcome. Thank you for purchasing our product. No, you cannot purchase it directly from us, but our products are still available at online stores like Amazon. And on our website, you can purchase it on Amazon and we have all our featured products on our website, support.linksys.com. Just visit that website and then there you can see some model numbers, featured products that are recommended.
09:00
Speaker 1
I mean just on on average like how much do they run? Do you know? Like just in average so, we know what we're looking at. Okay. Right. Do you guys have anything like coupons or anything to help her with? Okay. Alrighty. I appreciate it. Thank you so much. And then you'll send that right away that that email. Okay. Okay. Alright. Yep. Thank you. Bye bye.
10:00
Speaker 2
Uh, mold. Uh, mostly like 50 to $150. It depends on the model and also, um, it came with a bundle of three towers something like that. Um, unfortunately, Mail me do not offer that one at this moment. You're welcome, ma'am. Thank you for calling me. Yes, I have to be home. Yeah. All right, have a good day, ma'am. Thank you. Bye. Good-bye.
10:00