V2 Rubric Detail — c66bc994-5f7c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:48
Duration
7m 20s
Contact
Liam Baker
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132094
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 - no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall59.9% (+3.9)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered valid support paths, but failed to resolve the issue or provide actionable troubleshooting. While communication and ownership were strong, the lack of diagnostic process and resolution steps resulted in an unresolved outcome.

V1 Case Analysis

Customer reports only default Linksys SSID after reset; agent offered email instructions for self‑help, no fix achieved.

Troubleshooting Steps
  • Advised a factory reset
  • Offered paid support session
  • Offered to email self‑help instructions
Key Observations
  • Agent never asked for or recorded the router model or serial number.
  • No proper diagnostic steps (admin page login, LED status, WAN check) were performed.
  • Agent assumed the device was out of warranty without verification.
Positive Highlights
  • Offered a free email with self‑help instructions when the customer declined paid support.
  • Acknowledged the problem and attempted to provide a path forward.
Agent Errors / Gaps
  • Did not collect required product details (model/serial).
  • Skipped standard troubleshooting flow for a router reset issue.
  • Provided no concrete configuration guidance before offering paid support.
  • Assumed out‑of‑warranty status without checking.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support or email instructions but did not resolve the missing Wi-Fi network issue during the call.
R2 Not Met Diagnostic thoroughness conf 92%
Agent did not conduct meaningful troubleshooting — only acknowledged the reset and default SSID without guiding through recovery steps like accessing setup via 192.168.1.1 or myrouter.local.
R3 Met Correct resolution path conf 94%
Agent correctly identified out-of-warranty status and offered appropriate options: paid support or free email instructions, aligning with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 91%
Agent asked only one diagnostic question about the front light and failed to identify root cause (factory reset state) through logical steps like checking connectivity or access to admin interface.
T2 Partially Met Appropriate tools / resources used conf 87%
No advanced tools were needed, but agent could have used basic KB-backed guidance (e.g., default login, setup steps) and failed to provide it during the call.
T3 Met No misinformation conf 97%
Agent correctly stated that factory reset reverts to default SSID 'Linksys' and accurately conveyed warranty status and support options.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control, framed next steps clearly, and closed the interaction without unnecessary delays or loss of direction.
C2 Met Confirmed understanding conf 92%
Agent used simple language, confirmed email spelling, and avoided technical jargon, adapting to customer’s communication level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up instructions without deflecting responsibility.
O2 Met Proactive follow-through conf 94%
Agent set a clear timeline (5–10 minutes) for email delivery and informed the customer of next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an out-of-warranty issue where support options were properly explained.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but offered no empathy for frustration; however, customer did not express strong emotion, so minimal empathy was required.
X2 Met Tone & rapport conf 91%
Agent matched the customer's pace, responded promptly, and kept engagement despite long silences on customer's end.
X3 Partially Met Overall experience conf 88%
Agent reduced effort by offering email instructions, but missed opportunity to guide customer through immediate fix (e.g., accessing router setup page).
Call Transcript13 turns · 14 lines
Speaker 1
My name is Liam. Yeah. Baker, yes.
00:00
Speaker 2
Welcome to Lynxys 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.Lynxys.com. Please have your device's 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 products... options... may be available depending on the issue. Thank you for calling Lynxys. My name is Nathan. May I know who am I speaking? Liam. What's your last name Liam? Okay. Is this your first time calling us Liam?
00:00
Speaker 1
[silence]
01:00
Speaker 2
okay, allow me to create a case ticket for you. I will need your email address. RRRC at AOL.com. All right. Tell me, how can I help you with this problem? What is the error? Go ahead, tell me what is happening.
01:00
Speaker 1
[silence]
02:00
Speaker 2
[silence] All right.
02:00
Speaker 1
yea. On the lights on the back. where it says internet, there's a light right there. There's no lights on the front. It's just on there's one light on the back. No lights on the front. And
03:00
Speaker 2
So right now, tell me what is the color of the light in the face of the router, the top of it? The light on the front. Do you have the light on the front? Have you tried Okay, you tried to push the reset button and now the default Wi-Fi, your Wi-Fi name is gone.
03:00
Speaker 1
Yes, the coming up is, that's been in my when I come up on network to choose my network, which my network is usually Sam, S-A-M but not showing up the link S-Y-S is showing
04:00
Speaker 2
placed by the default Wi-Fi name Linksys right? That's what's happened. S Y S Linksys. All right. I understand the problem now. When you press the reset button, it actually wipe out whatever configuration, including the Wi-Fi name, IQ frequency the router comes with a default Wi-Fi name Linksys and since you pressed the reset button, it erase your old configuration and revert it back to the default. The solution for this is you need to reset a factory reset the router, and then.
04:00
Speaker 1
I did go I didn't know the look who it does have a way um to tell what it says. Um I went it's the other thing I did I went to the VANCE System settings I did a network connection reset and it says reset connection I done that and it's still coming up not giving my network name. It's giving the Lin's name. Okay so my router's bad. Okay Okay. Yes, send it back. I want this. Yes. And you said I got an RRC by Ronnie Lynn. Ronnie Ronnie Cochran. Yeah. Okay.
05:00
Speaker 2
that, back your, now, your router is already out of warranty, moving forward, I can help you online, but there will be a charge of $15, good for one hour, non-refundable. If you don't want the page support, there is a free service that I can send to you, the instructions through email, okay? I'll send the instructions. You want the email or the paid support? Email? Okay. That makes it. Correct. Romeo Lima, Romeo Romeo Charlie @ aol.com. Give me 5 to 10 minutes, Liam. After this, you should receive the instructions on what to do. All right. And if you have any problems, discrepancies, give us a call back and we'll try the paid support.
06:00
Speaker 1
okay all right all right thank you thank you
07:00