V2 Rubric Detail — c85f58fc-5fb2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 01:14
Duration
30m 32s
Contact
Joan Chisholm
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132160
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall28.0% (-28.0)

V2 Grader Summary

The agent correctly identified the router’s reset state and warranty status but failed to perform any troubleshooting or provide immediate resolution. Despite being out-of-warranty, no best-effort steps were attempted, and the customer was directed to self-service or paid support without hands-on assistance, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

WHW03 shows solid purple light post-outage; no internet. Agent collected details, declared out-of-warranty, skipped reset/WAN check, and promised email with setup steps. No fix achieved.

Troubleshooting Steps
  • Confirmed router model (WHW03) and serial number.
  • Asked about the router's LED color (solid purple).
  • Inquired whether the router is connected to the modem.
Key Observations
  • Agent skipped core troubleshooting (power‑cycle, reset, login to myrouter.info).
  • Warranty status was declared out of warranty without verification.
  • Paid‑support was offered before confirming a simple self‑help solution.
Positive Highlights
  • Collected serial number, phone number, and email accurately.
  • Acknowledged the customer's frustration and offered a follow‑up email.
Agent Errors / Gaps
  • Did not walk the customer through router setup using the correct local URL.
  • Failed to verify WAN connection or perform a factory reset/pairing sequence.
  • Prematurely stated the device was out of warranty without checking.
  • Did not confirm whether the emailed instructions resolved the issue before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not restore internet connectivity or guide customer through setup; only offered email instructions and paid support without resolving the issue.
R2 Not Met Diagnostic thoroughness conf 94%
No meaningful troubleshooting steps performed (e.g., no reboot, no login to router, no verification of ISP connection); agent skipped basic diagnostics despite clear need.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status and immediately offered AI tool or paid support without attempting best-effort troubleshooting (e.g., factory reset, reconfiguration), violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent identified the pink light but did not follow a logical diagnostic path—no questions about modem status, no power cycle, no attempt to determine if issue was configuration or hardware.
T2 Not Met Appropriate tools / resources used conf 91%
No use of diagnostic tools (e.g., remote access, admin interface check, speed test); relied solely on customer description of LED color without verifying connectivity state.
T3 Met No misinformation conf 97%
Agent correctly interpreted the pink/purple LED as indicating reset/setup mode and accurately stated warranty status and available OOW options.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure—agent repeated serial verification, failed to set agenda, and allowed long silences; no clear transition to resolution path.
C2 Not Met Confirmed understanding conf 92%
Agent used inconsistent terminology (e.g., 'pink' vs 'purple'), did not confirm customer understanding, and failed to simplify explanations despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent remained on the call and committed to sending an email with instructions, but did not take ownership of resolving the core issue before suggesting paid service.
O2 Met Proactive follow-through conf 96%
Agent provided a specific next step: 'give me around five to ten minutes to send you the email' and confirmed the correct email address.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was made, and none was warranted—issue was OOW and could be addressed via self-help or paid support, not Tier 2 escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required; E2 is not applicable when no escalation takes place.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed no empathy for customer’s frustration over outage and lack of internet; used only scripted closings without acknowledging difficulty.
X2 Not Met Tone & rapport conf 91%
Agent maintained a flat, transactional tone and did not adjust pace or clarity despite customer’s repeated confusion and need for repetition.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number multiple times and was left to self-troubleshoot via email, increasing effort instead of reducing it.
Call Transcript35 turns · 36 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty, 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. [music]
00:00
Speaker 1
[silence] and take care yourself. and just i'm gonna get some. hs Today, and I think that my router back up and working.
11:00
Speaker 2
Thank you for calling links. This is Skylar. How may I help you? Okay. So, after the power outage, you lost internet connection. Okay. And before we continue, have you called links before?
14:00
Speaker 1
Oh, oh no, I don't have a ticket number on this. I can give you the serial number, though. [silence] Yes, ma'am. It's 51288787118. [silence] Yes, ma'am.
15:00
Speaker 2
[silence] Okay. Do you have a ticket number or reference number? Okay. All right. So, can I have first the uh let me just create a record for this, okay? And can I have your phone number? Let me try to pull up your record using your phone number. Mhm. Okay. Right. Yeah, me just pull up your record, well then, let me check. Again, that's 512-878-7118, right? [silence]
15:00
Speaker 1
yes. Chisholm. Uh-huh. Yes, that's right. I wrote down the serial number. Um, Okay. three two eight one zero M two nine eight zero six nine eight zero.
16:00
Speaker 2
All right. I was able to pull up a record here. Let's center. Miss Joan Criss Holm. Okay. Oh, two absorption. Sorry. And email address is Joan 19 5 0 at gmail.com. All right. And are you still using the same device? W H W 0 3. Okay. What is the serial number? Okay. All right. Let me check if uh I got that.
16:00
Speaker 1
That's correct. Yes. Uh, okay. I'm looking on the back. Um... I don't see a model number. I have the name, the password, the recovery key, the the... Oh, here's here's something. Okay.
17:00
Speaker 2
Correctly, three two. And then a for apple, one zero, M for mary, two nine, a for apple, 06980. Is that correct? Okay.
17:00
Speaker 1
OK.
18:00
Speaker 2
How long you had this P Arthur and? me? Okay. Okay. OK. Let me verify again the correct the serial number. OK. And that is three to and then a for Apple one zero and then is it M for Mary two nine a for Apple zero six nine eight zero.
18:00
Speaker 1
Oh, I don't know. Um, it's been uh, it was sent to us to replace a a a faulty router and it sat in a box for a while and uh, we've I think we've been using it about a year. Yes. No, we don't. It uh, it looks uh pink, hot pink.
19:00
Speaker 2
about a year. Okay. Um, do you still have the receipt, ma'am, when you, um, got this router? Okay. What's the color of the light right now? Um, the top. Okay. And you only have one router? [silence]
19:00
Speaker 1
uh, there, there's, uh, one, uh, node that's connected to it. Uh, yes, it's red. Yes, ma'am. it's not red, it's, it's pink. Huh. Hmm. Yes. yes, if Yes?
20:00
Speaker 2
Oh, you have other nodes? And what's the color of the light of that node? Is it red? So right now it's uh, like purple or hot pink, right? solid, correct? Okay. Uh-huh. Okay. All right. This is, uh, this router is connected to your modem and your internet provider, is it unvail communications? Okay. Because based on the, um, based on the light on the router, ma'am, it shows it that um, it reset the configuration. Like right now it's purple, that means it's resetting.
20:00
Speaker 1
Okay. [silence] Okay, yes. [silence] Yes. I'm sorry. I, I don't I don't.
21:00
Speaker 2
Not yet, okay, welcome. That the reason probably that's the reason why you lost your internet connection, OK? Oh, right. Okay, so let me just check this. OK. And you mentioned that you you've got this like about a year, um, if you can recall ma'am what month and date you got this? OK, hold on. And what are the devices that you are connecting to this?
21:00
Speaker 1
our iMac, and it would be phones also, but the iMac is the most important right now. I'm I've got the uh Wi-Fi app open on my computer and it says that the link A56 is connected. I tried putting in the I tried putting in the password that is indicated underneath on the the bottom of the router. Uh it's a mostly letters with one number and it's about um you know 10 10
22:00
Speaker 2
Router mom, is it like phones, computers?
22:00
Speaker 1
I've got some and characters uh and it it um it it wouldn't uh I couldn't get it to connect. Okay. Yes. Yes. Okay. Great. Um, I'm not sure what a mode of [silence]
23:00
Speaker 2
Okay. Okay. Okay. So, so there's a possibility that won't connect because the router is not yet um set up because it's set on to um purple light or pink light. Okay. Okay. So, in this case, ma'am, um we need to um reconfigure the settings on your router to communicate to your um um modem. By the way, your modem uh what are the lights on your modem?
23:00
Speaker 1
um, I it can it connects to the Mac Mini. Um, it's connected with a cord. Uh, to, uh, to my Mac. Yes. Okay. Oh, [silence]
24:00
Speaker 2
Okay. Like where this router connected to. Is it connected to another device? Okay, um your internet provider you're getting connection from Anvil communications, right? That line from Anvil is it connected directly to your linksis? Is that connected?
24:00
Speaker 1
I don't whoo I don't know. Yes. Yes. And then I have to um uh, well, it must be because there are two blue chords that are uh plugged in. One uh goes to the uh to the computer and the other one goes somewhere. Maybe that goes to the modem. I I get I don't know I guess so.
25:00
Speaker 2
ok. at the back of your linksys router, mem at the back of your router, there's a cable plug into it aside from the power cord, right? Mm-hmm. Ok, the one, um, the one that is connected to the internet port of your linksys. That's connected to the modem, right?
25:00
Speaker 1
yes
26:00
Speaker 2
Okay. All right. All right. Okay. Um, ma'am. Okay. So here's the thing. Since the router needed to be, um, reconfigured because, again, it shows the, um, pink light on it. So that means, um, it's not set up to communicate to your internet provider. So this step here is to set up your router so that your internet connection will be, um, resumed to your router. But before we do start, ma'am, for any troubleshooting, let me just inform you about the status of your router. It shows it here in our system.
26:00
Speaker 1
Okay. Okay. Okay. but man I I can't I can't get on the internet. How can I get how can I get on your website? I can't I can't receive email. [silence]
27:00
Speaker 2
that your router is already out of warranty, okay? And complimentary phone support is no longer available, all right? But we do have different options, ma'am, for out of warranty linksys device, okay? The first option that we have is, this is uh one time, uh, the first option is um you can take advantage actually of our AI tool that can be found on our website and that is support.linksys.com. Okay. While uh okay. Okay. All right. So there is another option. I can send you an email where um, okay. All right, there's no like data on your
27:00
Speaker 1
OK. OK. Send me an email. I I can get it on my phone. Um, um, I I don't know. This is never
28:00
Speaker 2
Is there a phone I can use to check your mail, so that I can send you the link, or there's a third option that we have. This'll be a one-time non-refundable big technical support. And the troubleshooting will last after 60 minutes only. Okay. This is our paid Connect service, and that is for $15. And there's no guarantee that we'll be able to fix the issue. And in any case, we found out the job or the device is defective after all the troubleshooting. There will be no refund or replacement. Okay. Okay. So which option would you like to proceed? [silence] Okay.
28:00
Speaker 1
When the power has gone out, you know, it's always come right back. Um, so I guess I want to, uh, make sure it's not, uh, defective before I, uh, pursue it any further. Yeah. Yeah. Okay. Yes, ma'am. [silence]
29:00
Speaker 2
[silence] [silence] Yes, but based on the light. [silence] The reason why you don't have internet connection might be that the router right now is set back to its default setting, it's ready for setup, okay? So let me verify your email address. That's where I can send you the the instruction on how to do it? Like is it a video instruction, okay? That you can follow, okay? And the email address J O-A-N 1-9-5-0@gmail.com, right? Okay.
29:00
Speaker 1
Okay, thank you very much, I appreciate your help. Okay. Bye bye. Okay. Bye bye.
30:00
Speaker 2
All right. Let me just um check that and um okay. Just give me like around or five to 10 minutes to you the email. Okay? So just wait for the email after we are done. Okay. Wow. You're welcome. You're welcome. Thank you for calling. This is Karanah. Have a great day to you.
30:00