V2 Rubric Detail — c1a89746-821f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 20:40
Duration
7m 56s
Contact
732-841-1577
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137708
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall67.8% (-10.2)

V2 Grader Summary

The agent correctly identified the E2500 as end-of-life and provided accurate self-service resources, fulfilling R3, T3, O1, O2, O3, C1, C2, X2, and X3. However, the agent failed to conduct any diagnostic troubleshooting (R2, T1 Not Met) or verify local access before directing the customer to self-help resources, resulting in a partial resolution (R1 Partially Met). No critical failures (auto-zero) were present.

V1 Case Analysis

E2500 (EOS) customer hard-reset router; agent confirmed EOS status, explained Cisco Connect unavailable, provided support.linksys.com and emailed home networking guide for self-setup.

Troubleshooting Steps
  • Collected model number (E2500) and serial number
  • Verified EOS/warranty status
  • Explained Cisco Connect discontinuation
  • Provided support.linksys.com and emailed home networking guide
Key Observations
  • Agent correctly identified EOS status and set appropriate expectations
  • Omitted critical self-help details: local router access URL (192.168.1.1/myrouter.local) and default admin password 'admin'
  • Long periods of silence/hold reduced efficiency; email delivery delay caused customer confusion
  • Agent misheard email address once ('framer@gmail.com' vs 'E.Primer@gmail.com')
Positive Highlights
  • Accurately communicated EOS status and Cisco Connect discontinuation
  • Provided correct support website (support.linksys.com) and offered detailed emailed guide
  • Collected required product information (model, serial, customer contact) efficiently
  • Set clear expectations about support limitations for EOS device
Agent Errors / Gaps
  • Failed to provide standard local router access URL (http://192.168.1.1 or http://myrouter.local) required for E Series post-reset setup
  • Did not mention default admin password 'admin' for E2500 after hard reset
  • Misheard customer's email address during collection

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided self-help resources but did not confirm whether the customer could access the router or resolve the core issue of reconfiguring after a hard reset; customer received email but did not confirm successful resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not ask any diagnostic questions about LED status, ability to access http://192.168.1.1, default login credentials, or current network state before directing to KB articles.
R3 Met Correct resolution path conf 95%
Agent correctly identified E2500 as end-of-life and out-of-warranty, and provided appropriate best-effort support via documentation rather than offering an RMA or escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions were asked — agent did not verify symptoms (e.g., WAN light, login capability), determine root cause, or logically isolate the problem before recommending self-service.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used support.linksys.com appropriately, but failed to leverage basic diagnostic tools like checking local access (192.168.1.1/myrouter.local) or confirming default password (admin), which were necessary for this scenario.
T3 Met No misinformation conf 95%
All technical information provided (discontinuation of Cisco Connect, E2500 being end-of-life, availability of web-based setup) is accurate per Linksys documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations ('give me around three to four minutes'), managed time effectively, and maintained control of the interaction without unnecessary holds or digressions.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language and adapted communication style to the customer’s level, avoiding jargon and maintaining accessibility.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, created a record, did not transfer, and followed through on sending the email guide.
O2 Met Proactive follow-through conf 95%
Agent provided a specific next step (email with guide) and a realistic timeline (3–4 minutes), and confirmed delivery when customer acknowledged receipt.
O3 Met Closure confirmation conf 95%
First contact; agent collected necessary details (name, email, serial number, model) and did not re-ask information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope of L1 self-help for an end-of-life device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not explicitly acknowledge customer frustration or express empathy for the inconvenience of a hard reset on an aging device.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, maintained engagement, and used a courteous tone throughout the interaction.
X3 Met Overall experience conf 90%
Agent reduced customer effort by proactively sending a step-by-step guide via email, avoiding the need for the customer to search for documentation independently.
Call Transcript14 turns · 15 lines
Speaker 1
Hi there. Um, I just did a hard reset of my Linksys cisco router, and just need some help connecting through Cisco Connect. Yeah, it's the Linksys E2500. [silence]
00:00
Speaker 2
Welcome to Lynxis support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. Thank you for calling Lynxis. This is Epay. How can I help you? Okay. All right. Actually, MAMACISCO Connect is no longer available, but uh can I have the model number and the serial number be of your Lynx device, please?
00:00
Speaker 1
Yeah, back when I got it. Oh yeah, the serial number. It used to have like a CD and all that stuff. probably doesn't work anymore, but the router is still good. Um the serial number is 1 0 A 2 0 C 6 3 3 3 2 4 3 3 4. Yes, the name is Emily. No, uh P R A M as in Mary E R.
01:00
Speaker 2
And the Okay. Thank you for that. Let me just create a record. Ma'am, can I have your name? Okay. And your email address. Ma'am? Yeah. Okay. Okay. And your phone number, ma'am, please. [silence] Okay, thank you for that.
01:00
Speaker 1
The email address is E.Primer@gmail.com. Well, it, it was. Then I was having some trouble. I called Verizon FIOS, my, like, wi-fi provider. They helped me and said the Ethernet's fine, the internet's fine, so reset your router. So, that's what I just did, and now I'm trying to see if I can get back online. Okay. Okay.
02:00
Speaker 2
framer at gmail.com OK. OK. So right now your internet is working with a linksys router? OK. All right, you can actually configure the router, ma'am, but without the use of the Cisco Connect. Cause Cisco Connect software is no longer available. OK. Yes. And, ma'am, just to set your expectation, cause according to our tracking here in our system based on the serial number, and
02:00
Speaker 1
Okay.
03:00
Speaker 2
Now, the model number that you've given me, this router is already out of warranty. Okay. Um, how long have you been using this device? Yes. Okay, because it's it's even one of our end-of-life routers, ma'am. Uh, the uh, we no longer manufacture this particular device. Um, no further developments, no updates for this. And even the technical support is is not covered, okay? Um, it ended July 2022. Okay? So, yes. So, it's it's really an old um model, but the router's still working, okay? What we can offer, uh, Miss Emily is, uh, we can give you the website. Our website which is support.linksys.com, you will find there articles on how to reconfigure or reset our router.
03:00
Speaker 1
Okay, yeah, that's fine. And I don't need software for that or anything, right? Great. Okay, great. Sure.
04:00
Speaker 2
you This dual band router let me just verify Yeah it's a dual band router Yeah so um Yeah we have articles there and you can also take advantage of our AI tool at the bottom right Okay And aside from that ma'am I can also send you our home networking guide Okay wherein uh it will give you step-by-step instructions on how to access the router set up the router again So it's like you're you're setting it up for the first time [silence] No need a software Yeah so you just need to access the router settings and configure it from there So we'll give you the uh the instructions and we'll well uh let me just I'll send you the email Okay So just give me around three to four minutes for that ma'am Okay, just let me put your in all. [silence]
04:00
Speaker 1
Hey. [silence] How are you? [silence] I'm still checking.
06:00
Speaker 2
Hello, miss Emily? [silence] Yeah, um, yes, I'll track my email if I'm able to receive it.
06:00
Speaker 1
I don't see it yet, but maybe it takes a minute. [silence] Yes, that's right. [silence] Oh, I just got it. [silence] It came through, yeah. Yes, thank you. You too. Thank you, yeah, bye.
07:00
Speaker 2
yep it's again e4echo P as in Peter R A M E R at gmail.com try to check your spam mail just maybe it's there um try to refresh as well your okay yes so you may just click on the link the Linksys home networking guide and we also have the website there which is support.linksys.com all right okay Miss Emily thank you again ma'am for calling Linksys this is Epi you do have a great day enjoy your weekend bye
07:00