V2 Rubric Detail — caae4508-7198-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 19:54
Duration
13m 15s
Contact
Kelly Compton
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134999
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_WRT54G
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.07/5
Overall28.2% (-27.8)

V2 Grader Summary

The agent failed to resolve the customer's internet outage, offering only a warranty-based dismissal and minimal troubleshooting. Despite correct technical facts about local access and reset duration, no diagnostic process was followed, no tools were used, and no actionable next steps were provided, leaving the issue unresolved.

V1 Case Analysis

Customer unable to access internet and cannot reach router admin page (192.168.1.1). Agent collected serial/email, stated warranty expired, suggested upgrade, and provided reset instructions. No actual troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and email address.
  • Advised that warranty is expired and suggested upgrading to a newer router.
  • Explained need to be connected to the router's Wi-Fi to access the local UI.
  • Provided reset button procedure (hold 15–20 seconds).
Key Observations
  • Agent skipped essential troubleshooting steps: no power-cycle of modem/router, no verification of Wi-Fi broadcast, no check of WAN status, no attempt to access admin UI after reset.
  • Warranty status was declared expired without verifying model or checking system eligibility.
  • Agent provided materially incorrect technical explanation: claimed modem is Wi-Fi 7 capable and that ISP modem updates inherently break first-gen routers — no KB supports this claim.
  • No confirmation that the reset was performed or that the issue was resolved before ending the call.
Positive Highlights
  • Collected serial number and email for the case.
  • Provided correct reset button procedure (15–20 seconds press).
  • Explained the difference between a power-cycle and a factory reset.
Agent Errors / Gaps
  • Did not ask for or record the router model number.
  • Failed to perform standard troubleshooting flow (power-cycle, verify LAN/WAN connection, login to admin UI).
  • Provided warranty expiration statement without system verification.
  • Did not confirm whether the customer was connected to the router's Wi-Fi before directing them to the local admin page.
  • Incorrectly claimed the customer's modem is Wi-Fi 7 capable without evidence ([10:00]).
  • Provided unsupported technical explanation that ISP modem updates break compatibility with first-gen routers ([12:00]), which contradicts KB guidance on universal ISP modem diagnostics.
  • Suggested that troubleshooting 'might not work anymore' due to router age without attempting any actual diagnostics.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the internet issue and closed the case by suggesting a new router purchase without restoring connectivity.
R2 Not Met Diagnostic thoroughness conf 90%
Only suggested power cycling and factory reset; skipped essential diagnostics like checking WAN status, LED indicators, or direct modem test.
R3 Partially Met Correct resolution path conf 85%
Correctly identified OOW status and outdated firmware, but failed to provide meaningful best-effort troubleshooting despite customer's immediate need.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic sequence; did not ask about LED status, WAN connection, or perform isolation steps to identify root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any diagnostic tools (e.g., checking router status page, testing modem directly, reviewing logs) despite their necessity for this issue.
T3 Met No misinformation conf 90%
Correctly explained that local access (192.168.1.1) works without internet and reset duration (15–20 seconds) is accurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Attempted to guide the interaction but lost control when customer expressed confusion; transitions were abrupt and expectations poorly managed.
C2 Partially Met Confirmed understanding conf 75%
Used understandable language but frequent miscommunications (e.g., 'lensnessS') and lack of confirmation checks reduced clarity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Took ownership by creating a case record but limited assistance prematurely due to warranty status without exhausting troubleshooting options.
O2 Not Met Proactive follow-through conf 85%
Provided no specific next steps, timeline, or follow-up plan; only directed customer to self-service with no actionable path.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required based on the issue complexity.
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 80%
Offered initial apology but became dismissive by attributing failure solely to device age without validating customer's experience.
X2 Not Met Tone & rapport conf 85%
Failed to adapt to customer’s growing frustration; maintained a scripted, detached tone despite clear signs of confusion and urgency.
X3 Not Met Overall experience conf 85%
Made customer repeat information and sent them to external sites without providing direct help, increasing effort unnecessarily.
Call Transcript20 turns · 23 lines
Speaker 1
Yeah, I am not able to access the internet and I feel like it's the router is the problem.
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your. Please have your device 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. Hi, thank you for calling liability technical support. This is Rio. How can I assist you for today? I do apologize to experience this kind of uh network issue, sir. Can you confirm to me if what's the serial number for your Linksys device, please? That would be at the bottom of the device. There is a sticker there. You may know what's the model number for this device, sir. I'm sorry. Uh let me confirm again the serial number you provided to me, okay? That's CDF1FA 315.
00:00
Speaker 1
no, you left out a character. It's KF D 1FA 36818 it's the first time in quite a few years, Kelly Compton. V-o-m-p-t-o-n. K Compton at
02:00
Speaker 2
681 818 is that all okay I got it thank you let me double check all right oh okay well uh if that's the case sir let me create for that record for you before we proceed and troubleshoot your router I know your first name and last name okay can you spell your last name for me email address how about
02:00
Speaker 1
B-ham dot RR dot comm. Say it again. No. K Compton at B-Ham dot RR dot comm. No. I've already talked. Yeah, I've already talked.
03:00
Speaker 2
Compton. Let me confirm, sorry. That's K Compton Behamb at RR.com? Is that correct? K Compton at, I'm sorry, K Compton Behamb at RR.com. Got it. Thank you. All right. Now, sir, as you've mentioned, you are unable to uh have your internet working fine there. Uh did you experience network outages or power outages so far or just there out, they did not connect.
03:00
Speaker 1
I've already talked to my internet provider. and the internet connected fine. What? What? many many times. Many years. I couldn't tell you how many. I've had it for quite a while. and it was working fine up until just a couple hours ago. They said they did not
04:00
Speaker 2
okay. Have you tried? Sorry, go ahead. Have you tried just unplug and replug your router and modem if it will work? I don't think so. Well, um, let me just check here. Okay. How long have you been using this router, sir? Okay. Alright. I'd like the who's your internet service provider, by the way? Did they not like upgraded something from your internet service? Okay, all right. Now, I was able to Okay, so let's move on to create a record for you, here, in the system. However, based on your records here, the warranty of your product has already been expired. This is a proper expectation that we no longer provide free technical assistance for out of warranty devices. However, if you still really wanted to proceed using this router, I'm afraid sir that the router that you have is part of our first generation routers. meaning to say aside that we no longer manufacture this kind of routers, we no longer also provide any updated firmware for the router that you have. so might be sir the the last option that I could provide to you is you might try to consider upgrading to a newer router so that it won't have any conflict with your modem. So,
04:00
Speaker 1
What did you say? Where can I find the documentation? Yeah, and what is that? What is the address? support.linksys.com.
06:00
Speaker 2
If you want to use, try to visit our support.linksys.com website, we have documents there that'll try to help you reconfigure your router, but then again, we cannot guarantee that troubleshooting may not work because the router is already an old version router, sir. There is a link, documents that you can try not troubleshoot the device, it will help you troubleshoot your device. You can try, sir, open a browser and go to support.linksys.com and then you can search your model number of your router.
06:00
Speaker 1
I've been trying to go to this website, the 192.168.1.1, and then log in. But I can't I can't get into that website. Are you all having technical issues at lensnessS? Say that again. Yeah, and I'm having And that's my problem, right?
07:00
Speaker 2
the website. I'm, the local access is working fine. You need to make sure that you are connected to the Linksys router's Wi-Fi before opening the web page. So you can open it, you need to be connected first to the Linksys Wi-Fi, or the router's Wi-Fi. So you don't need to have an internet for you to be.
07:00
Speaker 1
Beatboxing. How do you connect to the Wi-Fi router? How do you reset it? Is that just pushing that button at the in the front of it? Yeah.
08:00
Speaker 2
To be able to open the web interface, as long as you're connected to the Linksys Wi-Fi, without internet or with internet, you can open the web interface or you can open the website. You could, uh, you may try to check, sure, what's the Wi-Fi name for your Linksys router. Did you try to reset the router, by the way? Uh, you need to push and press, uh, press the reset button for at least couple of seconds, like 15 to 20 seconds, and then that's the moment that the device will be reset. So, setting proper expectation again, when you try to hit the reset button, what you are going to do is you're going to reset your router settings, meaning to say, it includes your wifi name and wifi password.
08:00
Speaker 1
So hitting the reject button is different than unplugging it and pulling it back in. And that's different than hitting the reject button? Okay. Because right now, when I pull up Wi-Fi on either phone or laptop, I'm not finding the my Wi-Fi connection at all. I know, right. But I but I
09:00
Speaker 2
Sir, what uh that kind of troubleshooting is what we call um power cycling the device unplugging and then re plugging it. You're just basically rebooting the device. Yes, sir, they are different. Mhm. Go ahead. Okay. Go ahead. If you have your wifi name last time sir again if you're going to hit the reset button there the name of the wifi will be deleted. It will be into its factory default wifi.
09:00
Speaker 1
I haven't hit the reset button yet and I still do not see it. So does that mean hit the reset button? [silence] Okay. [silence] Static static static. What's reset what?
10:00
Speaker 2
Now, if your wifi name is not showing, that might be the problem or one of the reasons why internet is not working. So, for that, if your wifi is not broadcasting, you need to reconfigure your host system. So by doing that, you need to set it up again from the beginning that you have set up your device. Yes, sir. Reset button and then set it up again. But again, uh, troubleshooting might not work anymore for the router that you have sir, because this is a first generation router. You have a uh, brand new modem that is Wi-Fi 7 capable already. Your modem sir, is already Wi-Fi 7 capable. However, the router that you have is a first generation, so we recommend that you
10:00
Speaker 1
What is four and seven. Okay. Yeah, it is. Why was all of a sudden it's been working all the way up until today? Why all of a sudden does it stop working?
11:00
Speaker 2
is not working anymore, once there there will be an update going on with your modem even if your internet service provider did not heads you up that they're going to upgrade something, the moment that they're going to upgrade something in your modem, they automatically, the link router will be disconnected. So once the router is disconnected by that kind of upgrade going on, uh, there is a hard time for us connecting back your router to your modem because of the compatibility. That's the reason, sir. Okay. Modems upgrades are the one that's having an issue with the older or the uh older devices for routers that we have. Anything else sir? Okay, thank you so much Sir for your time. If you needed it again an assistance, you can always call us back. All right, have a nice day. See you bye bye for now.
12:00