V2 Rubric Detail — ca66040e-7423-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 01:34
Duration
9m 17s
Contact
Kathy Heiden
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135261
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-47.3)

V2 Grader Summary

The agent identified the router as end-of-life and suggested purchasing a new device without performing any troubleshooting, asking diagnostic questions, or using tools. No empathy or clear next steps were provided, and no escalation was needed or performed. Consequently, the customer's internet issue remained unresolved.

V1 Case Analysis

Customer reported no internet on E-1200 router; agent confirmed device is out of warranty and end-of-life, advised replacement, and provided support links without troubleshooting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent accurately identified the E-1200 as end-of-life and correctly communicated that no further support or updates are available.
  • No basic troubleshooting was performed despite the customer reporting a connectivity issue — no reboot, no LED check, no WAN verification.
  • Agent provided correct guidance on replacement and directed customer to valid self-help resources (support.linksys.com and www.linksys.com).
  • Call was efficient in duration and avoided unnecessary loops, but missed opportunity to validate simple fixes before recommending replacement.
  • Tone was polite and professional, but lacked empathy or probing questions about current setup or symptoms beyond 'can't get on internet'.
Positive Highlights
  • Correctly identified the E-1200 as an end-of-life product with discontinued support (July 2022), aligning with Linksys policy.
  • Provided accurate information that no security updates or fixes will be issued for this model, justifying the need for replacement.
  • Directed customer to correct and safe support resources: support.linksys.com and www.linksys.com.
  • Collected model number, serial number, customer name, and ISP (Spectrum) — all relevant details for case handling.
  • Call was concise and avoided unnecessary steps or redirection, maintaining efficiency.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for a no-internet issue: did not instruct customer to reboot router/modem, check LED status, or verify physical WAN connection.
  • Did not ask about or verify whether the issue might be on the ISP side (e.g., modem lights, ISP outage).
  • Missed opportunity to confirm if the problem was configuration-related and potentially resolvable via factory reset or reconfiguration using KB articles.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the router is end-of-life and out of warranty, then advised purchasing a new router without resolving the connectivity issue or attempting any fix.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, cable check, LED status, firmware check) were performed; the agent moved straight to a recommendation to replace the device.
R3 Not Met Correct resolution path conf 90%
For an out-of-warranty device the agent should have offered best-effort troubleshooting; instead only a generic website link and purchase suggestion were given.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
The agent did not ask diagnostic questions about lights, cables, power-cycle, or ISP status; the root cause was never identified.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI, speed test) were used even though the issue required verification of WAN connectivity.
T3 Partially Met No misinformation conf 85%
The statement that the router is end-of-life and will not receive updates is correct, but the agent gave an incorrect URL (www.linksis.com) and offered no concrete troubleshooting guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
The agent introduced themselves and collected basic info, but did not set expectations, guide the call flow, or summarize next steps.
C2 Met Confirmed understanding conf 85%
Language was simple and appropriate for the customer; no technical jargon was used.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not attempt to resolve the connectivity problem and offered only a purchase suggestion, showing lack of ownership.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline were provided beyond a vague recommendation to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the simple nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged the customer's frustration or repeated‑contact fatigue; tone remained purely transactional.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to the customer's apparent confusion; the interaction felt scripted.
X3 Not Met Overall experience conf 85%
Customer was asked for basic info but then forced to seek a new router; no effort was made to reduce effort by troubleshooting or remote assistance.
Call Transcript9 turns · 10 lines
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 serial number ready. For assistance, press one now. For out-of-warranty products, paid support 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. We're calling Linksys. This is Abby. How can I help you? Mm-hmm. Mm-hmm. Okay. All right, ma'am. Can I have first the model number and the serial number of your Linksys device? Just try to look underneath it. E-1200. Okay. And do you see a serial number?
00:00
Speaker 1
3361. Macy Hyden First name is Kathy. Kathy. Heiden. H-E-I-D-E-N. It's K H-E-I-D-E-N The number two at W-I-dot R-R dot com. Right.
06:00
Speaker 2
Okay, and ma'am, can I have your name? I'm sorry, your name again is? Kathy. Okay. Last name. And can I also have your email address ma'am? Oops. Mm hmm. Okay. And your internet provider spectrum, right? Okay. How long have you been using this device ma'am?
06:00
Speaker 1
Oh, we probably had this router for several years. Right, I can't get on the Internet.
07:00
Speaker 2
I see. All right, cause, uh, yeah, base on our system here, base on the serial number you've given me, ma'am, your device is, uh, out of warranty, okay? And, uh, it's even one of our end-of-life routers. The technical support, ma'am, for this device, um, already ended last, uh, July 2022. So, what we can offer, Miss Heidi, is our, um, website, which is support.linksys.com. You will find their articles on how to reconfigure this device. So, since you're not online, right? Using the Linksys? Yes, ma'am. So, uh, this is.
07:00
Speaker 1
Would I be better off just getting a new router somewhere? Okay. All right. And where where would I get something like this? Like at Best Buy or Amazon? Okay. Already. Okay. Well thanks for your information.
08:00
Speaker 2
It's one of our end-of-life routers ma'am, even one of our legacy routers. So yeah. Yes ma'am. Better you get a new router cause there will be no further updates for this. No security updates. Even if there's any like issues, there will be no fix for their development for this particular router. So we suggest you upgrade your router to a newer model. Okay. Yeah, you can always... Yes, you can always purchase links to devices from Amazon or Best Buy by... or Best Buy or any local stores near you. [silence]
08:00
Speaker 1
okay. thanks you too, bye.
09:00
Speaker 2
Yeah. Not a problem ma'am. Thank you for your time then. Well, for more information, just please visit our site at www.Linksys.com. This is Eppy again from Linksys. Miss Kathy, thank you for calling. Have a great night, ma'am. Take care. Bye bye.
09:00