V2 Rubric Detail — c0219cbe-7735-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:20
Duration
10m 28s
Contact
Teyler Hale
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135869
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-4.0)

V2 Grader Summary

The agent identified the router as out‑of‑warranty and end‑of‑life and sent a generic email with setup steps, but provided no troubleshooting, diagnostics, or hands‑on assistance. The issue remained unresolved, with minimal empathy and no effective guidance. Technical accuracy was limited to correct warranty status, but all other indicators show failure to meet support standards.

V1 Case Analysis

Customer unable to connect after moving E2500 router. Out-of-warranty. Agent sent email with invalid support URL (support.linstant.com); no troubleshooting performed.

Troubleshooting Steps
  • Collected model number (E2500) and serial number (10A40C68914249)
  • Collected customer name and email
  • Identified router as out of warranty and end-of-life
Key Observations
  • Agent failed to perform any technical troubleshooting for a clear Wi-Fi connectivity issue.
  • Provided an invalid and non-Linksys support URL: 'support.linstant.com' at [09:00], which contradicts KB guidance.
  • No verification of basic connectivity steps (e.g., LED status, reboot, modem sync) was attempted.
  • Agent placed customer on hold for ~4 minutes without clear progress or explanation.
  • Communication was disjointed and lacked structured guidance.
Positive Highlights
  • Correctly identified the product model (E2500) and confirmed it is out of warranty and end-of-life, consistent with product lifecycle status.
  • Collected customer name, email, and serial number accurately after clarification.
  • Acknowledged the need for reconfiguration and attempted to provide self-help via email (though execution failed due to invalid URL).
Agent Errors / Gaps
  • Failed to diagnose or troubleshoot the Wi-Fi connectivity issue despite customer reporting a clear post-move setup problem.
  • Provided an incorrect and non-existent support URL: 'support.linstant.com' — not a valid Linksys domain (correct is support.linksys.com).
  • Did not verify or guide customer through basic steps such as checking router LED status, rebooting, or accessing local admin interface at http://192.168.1.1.
  • Did not confirm whether the issue was with Wi-Fi password, SSID visibility, or WAN/internet connectivity.
  • Repeatedly used filler phrases ('okay', 'yeah') and showed poor call control, contributing to inefficient communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only sent an email with generic setup instructions and never confirmed the router was working or resolved the connectivity issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions or step‑by‑step troubleshooting were performed; the agent jumped to reconfiguration without investigation.
R3 Not Met Correct resolution path conf 95%
Agent identified the device as out‑of‑warranty and end‑of‑life but provided no best‑effort troubleshooting (e.g., power cycle, cable check, admin UI access) before directing to self‑help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask relevant diagnostic questions, or narrow down a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin UI, logs, power cycle sequence) were used despite clear need to verify router‑modem communication and connectivity.
T3 Met No misinformation conf 99%
Agent accurately stated that the E2500 is out of warranty and technical support ended July 2022, consistent with product lifecycle policy.
Communication
C1 Not Met Clear & professional language conf 94%
Interaction lacked clear framing, expectations, and control; agent placed caller on hold without explaining next steps and lost direction during silences.
C2 Not Met Confirmed understanding conf 93%
Agent used a scripted, generic tone and did not adapt language or check understanding with the customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call, captured customer details, and sent an email, but did not actively resolve the problem or follow up.
O2 Met Proactive follow-through conf 93%
Agent gave a concrete next step: check the email that was just sent; also mentioned a 3‑4 minute hold time.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history or hand‑off was relevant.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy or acknowledgement of the customer's frustration; tone remained purely transactional.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to the customer's confused or informal tone; no engagement cues were used.
X3 Not Met Overall experience conf 95%
Customer was left to follow a generic email without any hands‑on assistance, increasing effort.
Call Transcript16 turns · 18 lines
Speaker 1
welcome up uh uh ever love I just moved my Wi-Fi to a new place and having issues getting into work. I had to like set up
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's serial number ready. For assistance, press 1 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 products, paid support option may be available depending on the issue. [silence]. Thank you for calling LinkSys. This is Ipe. How can I help you? [silence]. Okay. So you're trying to set up.
00:00
Speaker 1
Yeah. Yeah, it had me, I forget what it was called. What was that thing called babe? What was the name of it? But basically, yeah, it had me put a new password and it's not where it's not letting me connect to it. And the Wi-Fi, it was, it just wasn't, It let me connect to it but it wasn't working. and now I wanna [no audio] Yeah, zero number, okay. Are you ready for the model number? 2500B4 and the zero number is 10A40C.
01:00
Speaker 2
OK, you're setting up the router to a different location and right now it's not working. OK, I can OK. I can OK. Can you have the model number and the serial number of your Lynx device please?
01:00
Speaker 1
6, 8, 9, 14, 2, 49. Yeah. Just just confirming the first one was one. one zero. Yeah. Perfect. We've had it for about three years a little longer,
02:00
Speaker 2
[silence] Okay. So, it's [silence] 10A for Apple, 40C for Charlie, 689 14249, right? Yeah, 10A. Okay. Okay. Okay. And, sir, how long have you been using this device? Okay. Okay. Okay. Okay. Let me create the record. Can I have your name, please? Andrew and last name? [silence]
02:00
Speaker 1
You have Tommy Taulear. And his last name is Hale. H-A-L-E.And his email is Tommy Taulear, T-A-U-L-E-R. H at gmail.com. Is that correct? Yeah. They said like, yeah. They said like there's connection here. Then we have Tom.
03:00
Speaker 2
Taylor C E Y L E R okay, and the email address? Sure, C E Y L E R, okay, and who is your internet provider? ISP.net okay, so you have active internet connection with your modem right you verified it with the with your internet provider?
03:00
Speaker 1
I've calculated how much money we can put towards savings each month, but something's not working. [silence] Like the routers and things.
04:00
Speaker 2
Mhm. Okay. Okay. Well, if that is the case, yes, there's a need for us to check on your router settings, sir. Could be that the router is not communicating with your modem. That's why you don't have internet right now. And upon checking here in our system, your router, your links E2500 is already out of warranty. It's even one of our end of life routers, sir. And the technical support also ended last July 2022. So, what we can offer, sir, is our website. We do have a support website where you can find articles on how to set up this router manually. Okay, you can also take advantage.
04:00
Speaker 1
Yeah, if you'll send to email
05:00
Speaker 2
of our AI tool at the bottom right. So you can ask our AI agent how to configure the router. And if you want, I can also send you an email on how to access the router and configure it manually. So, yeah. Yes. Yeah. It will give you step-by-step instructions on how to set up the router because right now it seems that there's a need for you to reconfigure the router. Okay? So, let me put you on hold for about three or four minutes so I can craft an email. Okay? So just, yeah, just it's going to take about four minutes. Just hold on for me. [silence]
05:00
Speaker 1
I shouldn't do that. I'll just it contracts in your ads. [silence] I'm sorry. [silence] what's going on with one of the situations with still have you? All right, I don't need the cast coffee table. I'm just making floors. [silence] [silence] Yep, come here. [silence] Okay. [silence] Uh, [silence] babe, [silence] check your email. [silence] I'll get it.
06:00
Speaker 2
hello, [ coughs ] mister [ coughs ] hello sir. yes [ coughs ] uh yeah, thank you so much for patiently waiting. I apologize for the hold. sir, I just sent you the email, okay? just please follow the instructions given and yup [ coughs ] uh, I uh yeah, you may you may uh verify if you're able to receive the email. Okay? Those are the steps for you to be able to configure this Linksys router. [ silence ]
09:00
Speaker 1
Got it. Yeah. All right, thank you. You too, bye bye
10:00
Speaker 2
Okay. All right. She's able to get it. Okay. All right, sir. So, yes, just please follow the instructions and you may also refer to our website, support.linstant.com. Okay? Okay. Thank you for your time and thank you for calling Linstant. This is Epi. You have a great night. You take care.
10:00