V2 Rubric Detail — cb5a035e-741b-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 00:36
Duration
45m 15s
Contact
Sherita Preston
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135255
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution2.81/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall58.3% (-9.7)

V2 Grader Summary

The agent successfully restored internet connectivity by guiding the customer through the setup wizard and confirming both phone and TV were working, satisfying R1. However, the agent provided materially incorrect technical information by directing the customer to 192.168.0.1 instead of the KB-mandated 192.168.1.1 for the E5350 (T3 Not Met) and violated the OOW best-effort troubleshooting standard by requiring a $15 payment instead of providing free troubleshooting (R3 Not Met, X3 Not Met). Despite these shortcomings, the issue was resolved, leading to a Successful Resolution outcome.

V1 Case Analysis

Customer reset E5350 router, lost internet. Paid-support session re-configured router via phone, set Wi-Fi SSID/password, confirmed devices connect. No WAN connectivity test performed. Issue not fully validated.

Troubleshooting Steps
  • Collected model and serial number.
  • Guided customer to access router UI via 192.168.0.1 using phone Wi‑Fi.
  • Walked through the setup wizard to configure admin password, SSID, and Wi‑Fi password.
  • Confirmed devices could associate with the new Wi‑Fi network.
Key Observations
  • Agent offered paid support before confirming that a free self‑help path could resolve the issue.
  • Long periods of silence and repeated prompts reduced call efficiency.
  • All technical information (IP address, URLs, model) provided was correct.
Positive Highlights
  • Accurately captured model and serial number.
  • Provided correct support URL (support.linksys.com) and local router IP (192.168.0.1).
  • Successfully guided the customer through the router setup wizard, resulting in a working Wi‑Fi network.
Agent Errors / Gaps
  • Did not verify WAN/internet connectivity from the modem before proceeding with router configuration.
  • Spent time processing payment before confirming a free troubleshooting option could work.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent guided customer through setup wizard, confirmed phone and TV were connected and working, resolving the core issue of no internet after reset.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped critical step of verifying modem connectivity or WAN status before reconfiguring; relied on assumption that router reconfiguration alone would fix internet access.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly framed OOW support as requiring a $15 paid service instead of providing best-effort free troubleshooting as required by policy; turned away from standard support path due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (no internet post-reset) and asked about lights, but did not logically diagnose root cause (WAN connection) before initiating reconfiguration.
T2 Met Appropriate tools / resources used conf 90%
Used customer's phone to access router UI at 192.168.0.1 and run setup wizard, which was appropriate given lack of computer.
T3 Not Met No misinformation conf 95%
Agent instructed customer to use 192.168.0.1, but E5350 (EA series) uses 192.168.1.1 or myrouter.local per KB; this is materially incorrect information.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic control but had multiple long silences, unclear transitions, and failed to manage expectations around payment and limitations.
C2 Met Confirmed understanding conf 85%
Used simple language, repeated steps clearly, and adapted to customer’s non-technical level during setup process.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end, did not transfer, and completed the configuration despite customer frustration.
O2 Partially Met Proactive follow-through conf 70%
Set immediate next steps (run setup wizard) but did not establish clear timeline or follow-up plan if it failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Acknowledged customer’s frustration about cost but responded with transactional tone rather than empathetic reassurance or apology.
X2 Partially Met Tone & rapport conf 70%
Remained polite but did not adjust pace or tone to de-escalate customer’s visible irritation about paying for service.
X3 Not Met Overall experience conf 90%
Required customer to pay $15 for service they expected to be free, creating unnecessary financial and procedural burden despite OOW policy allowing best-effort help.
Call Transcript72 turns · 74 lines
Speaker 1
Uh
08:00
Speaker 2
Thank you for calling Linksys. This is Abby. How can
08:00
Speaker 1
I unplugged the router. And the lady was telling me to reset the router. Now that I have reset my router, I have no Internet. The wi-fi is working perfectly, but my router is is not working. Okay, hold on one one second. Um [silence] [silence] what would the serial number be? I'll say serial number SN SN uh semicolon three zero [silence] K one zero C 659 00347.
09:00
Speaker 2
Okay, so the LinkSys router is not working. Can you have the model number and the serial number of your LinkSys device, ma'am. Just try to look under it. It's underneath the device. Yes. Three zero okay for Kite.
09:00
Speaker 1
zero zero three four seven yes i don't know what the model the model number would be what what with the my oh it's a password above it it's Linksys 00347 model number E5350 E5350 Sharita Preston
10:00
Speaker 2
Yes, 10 grandchild. Mama's serial number, right? And do you see any model number? It's right above that, ma'am. It's right above the. Okay. Oh, okay, E535, 0. All right. And ma'am, can I have your name?
10:00
Speaker 1
Sharita, Preston, 422 at gmail.com.
11:00
Speaker 2
Cirita Preston all right, and your email address ma'am. OK, let me verify your email address. That is again your first and last name, Cirita C-H-A-RI-T-A, Preston, P-R-E-S. Oh Shereeta. So, S-H-E-R-I-T-A. OK. Okay, got it. And who is your Internet provider, ma'am? [silence]
11:00
Speaker 1
I'm sorry hold on one second one second I'm so sorry okay it's been a long time I don't know how long but it had been working fine before I pushed the reset books um maybe four to five. [silence]
12:00
Speaker 2
Okay. Now since the device is reset to factory defaults, there's a need for us to have it reconfigured, ma'am. Okay? Hello? Okay. So, since the device, can you hear me okay? Hello? Okay. All right. It's all right. Okay. So since your device is reset to factory defaults, there's a need for us to reconfigure that, okay? And how long have you been using this device, ma'am? Like, um, how many years? Can you give me an estimate? Y like five to six years?
12:00
Speaker 1
Girl, I have to pay y'all to put my internet back on? that's crazy. I don't want to do that. Uh I mean, it's the first time ever. I pressed the reset button and it's been working fine. Like, out of warranty, like How much do I have to pay just for y'all to reconfigure it? Like, that's crazy. There's no warranty now. Have we wa [silence]
13:00
Speaker 2
Okay. All right. So, based on our system, uh, based on the model number, ma'am, your device is already out of warranty. Okay, just to set your expectation. Now for out of warranty devices, it's no longer covered for free technical support. However, ms. Preston, uh, we can give you two options for this. It's either you go for our website, which is support.linksys.com. Okay, that is our support site. It will give you, um, uh, links. Yeah. Uh, ma'am for me to walk. [silence]
13:00
Speaker 1
abit this time, like, what's, I mean, I'm working from home. I have a project due. Okay, ma'am, what, what, what, what. So, basically, I would have to buy another, so, why when I bought this and got it warranty, nobody told me that it was going to go out. I was not aware. I would have, we got the better one. So, every time I buy a laptop, it has a, it has a, it has a warranty date on it? Like, I just bought it.
14:00
Speaker 2
Yeah, for me to walk you through the process actually, for me to walk through the process, it will cost you $15.00 man, just a one-time charge, um, lasting for 60 minutes of troubleshooting. So, and uh yeah, this PayConnect service by the way is non-refundable, okay? Since your device is out of warranty, uh we cannot longer have that replaced, if ever the device seems to be defective. And, uh... It has a hard...
14:00
Speaker 1
i said it would work. i didn't know that when I first purchased it. I nobeberry told me that I purchased it when I called to get it set up the first time. Nobody told me it was a warranty. Nobody told me in five years I'd be throwing it away or paying to get it reconfigured. I don't mind about paying to get it reconfigured, but I should be some type of courtesy because I didn't know none of this. I wouldn't have bought this one if it was going to go out in five years. So that means I only had it for another five years and I have to call back and pay another $15 to get it configured? I was not under the. What's the option? [silence]]
15:00
Speaker 2
Yeah, for this particular device it has three year warranty. [silence] Well the reason, yeah, that's why we're giving you options ma'am because again the devices. [silence] Uh you can go for the website. It's it's for free, okay. It's a self-help tool. You can find their articles and how to reconfigure this.
15:00
Speaker 1
and it's going to take 60 minutes. Where is that? What website? L-I-N-K.
16:00
Speaker 2
350 router. And uh you can also take advantage of the AI tool at the bottom right. So there's an AI agent. It will give you instructions and how to set up this router. Well for for the uh that's for the paid connect service. It will take you 60 minutes. But for the uh support site ma'am um it's for free. Okay. You can just go to that website support. That is again S-U-P-P-O-R-T support.linksys.com. Yeah linksys
16:00
Speaker 1
[silence] [silence] And if I don't have any internet, how am I supposed to go on the internet to the website? This is what I'm saying. support home. [silence] [silence] It keeps saying, I can't I can't load the page. It says supportliquify.com refuse to connect. That's what I'm saying. I have no internet access.
17:00
Speaker 2
Well, if you're able to go online using your premier modem, you may use that temporarily. You may connect your computer to the modem or you can use your phone if you have, uh, if you have data, um, you can you can temporarily connect to that, man. That would be support.linksys.com.
17:00
Speaker 1
No.
18:00
Speaker 2
Are you able to use your, are you able to use your data on your phone? Cause, uh, [silence] Uh, if you're able to go online using your premier modem ma'am, you may use your modem to connect to the internet and you can go to that website to search for the, uh, [silence] Well, um, yeah, we, we need to process it over the phone, uh, we need to get your credit card information ma'am for us to [silence]
18:00
Speaker 1
Well, I have internet by the time I'm off the phone with you though. Thank you. Okay, we'll do that. And if it's not a hardware problem, so if it is a hardware problem, I'm just out of $15 and I still have to go buy a router. But can't you do a hardware check and see that it's before we go through this process. Before I spend the $15, I want to be sure I'm going to have internet man. Yes, the lights are lit up on the router. The power is turned on. It says internet, the light is lit up.
19:00
Speaker 2
Of course, we will, we would be able to resolve your issue, as long as it's not a hardware problem. Okay. Yes, ma'am. Because we cannot replace your device. since it's out of warranty. Um, Yeah, sure. Okay, well, do you have lights lit up on your router? Is the power turned on? And what, what are the lights that are lit?
19:00
Speaker 1
It says internet, and it's green. i don't see any lights in the front. Is there no? It's just a black router, dark gray router, it has linksey on top and the light is on the back. One green light where it says where it says, internet. Yes.
20:00
Speaker 2
What about the front? [silence] That Linksys, uh, the Linksys logo. I mean, the Linksys label, does it have any light? Quit up there. Is it blue or is it green? [silence] Internet? Okay. So there's an internet light at the back. Okay. All right. So do you have any computer available so as we can configure this wirelessly?
20:00
Speaker 1
Yeah. No, I don't have a computer. I just have my phone and my TV. That's it. That's all I have. I did. They're the ones who gave me your number to call y'all. She said the Wi-Fi signal into my house is perfect. There's no allergies nowhere around me and they gave me your 1-800 number to contact you when I told them what type of router I had. [silence] Yeah. [silence] Yeah. [silence] Yeah. Or an assistant. [silence] And I was thinking about getting a Google Assistant. [silence] They told me to first get the laptop. [silence] Yeah. I did. [silence] They're the ones who gave me your number to call y'all. She said the Wi-Fi signal into my house is perfect. There's no allergies nowhere around me and they gave me your 1-800 number to contact you when I told them what type of router I had. [silence] Well, [silence] when's the best time for you for me to call y'all? [silence] Or email, when can I receive an email? [silence] Thank you, come again. [silence] Thank you, come again. [silence] Yeah. [silence] You, you, you, you too. [silence] Okay, thank you. [silence] Okay, thank you. [silence] Goodbye. [silence] Bye, [silence] bye. [silence] Yeah. Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence] Bye, [silence] bye. [silence]
21:00
Speaker 2
Okay. Well, prior calling us, did you make contact with your ISP, which is Premier and verify if your Wi-Fi's online? Mm. So they had.
21:00
Speaker 1
Yes, I did verify the connection. [silence] Uh, [silence] Okay, so, okay.
22:00
Speaker 2
verified your connection and your modems. Hmm. They have a. Mhm. Cobarants. Sorry, my dogs are behind me. Okay, then. Okay. Yeah, because right now, Ms. Kristen, we won't be able to check the modem connection since we don't have any computer. Okay? So, the only way for us to have this reconfigured is using your phone. Right? And again, if we use your phone, there is no guarantee that we would be able to to uh test your modem connection. Because we can't hardwire your phone to your modem. That is wireless. Yeah. So, if we if this uh we we will try to reconfigure the router.
22:00
Speaker 1
Okay? Okay. Okay. So with my on. So I have my, I have. Okay. Okay, okay.
23:00
Speaker 2
Okay. But if the router cannot get a connection from the modem, ma'am, later on, okay, there might be a need for us to contact your internet provider for that. Okay. Because there's, there, there's no way that we can, right now, we can test your modem connection, because again, we don't have any computer available. We only have your phone. All right. So just, just, just, I'm just setting up an expectation here. Yeah. We can, we can use your phone. We can still use your phone to reconfigure this router. Okay. But again, um, with a phone, we won't be able to test your modem. So that's why if, if in case the Linksys router will have a hard time communicating with your modem, then, uh, later on, there's a need for us to contact them. All right? So, yeah. So, we will go,
23:00
Speaker 1
Okay. Yeah. Can I be American Express? [silence] To read a question?
24:00
Speaker 2
Oh, for the payConnect service. For the $[REDACTED_PAYMENT_DIGITS] Right? Okay. Okay, ma'am. So, for your security, I need to stop the recording, okay? So, we we can process the uh transaction. So, here we go. Let me do that now. All right, ma'am. So, what type of credit card are we going to use for this transaction? Yes. And hold on. What is the name that appears in a card?
24:00
Speaker 1
I don't want to see here. I'm [REDACTED_PAYMENT_DIGITS] Shit I thought I had it in my pocket. I don't know whatever the card went. Hold on. I just took my pants off. Okay. I have card number is [REDACTED_PAYMENT_DIGITS]
25:00
Speaker 2
And can I have the card number please?
25:00
Speaker 1
Five oh oh, eight eight two three 18749. Oh, it is 5:27 2543.
26:00
Speaker 2
Okay, and the expiration. And the security code. Okay, so let me just place the order. [silence] [silence]
26:00
Speaker 1
Okay. I got it on the bottom. Okay. I have my phone in my hand. Okay. [silence]
28:00
Speaker 2
You should be able to see there a sticker and just take a picture of that. So take a photo, because we need those settings later on. All right. So now can we go to your phone and then go to settings. [silence] Go to settings. [silence] And then Wi-Fi. [silence]
28:00
Speaker 1
go to my Wi-Fi. okay. it says linksys. yes. yes, it says connected with our internet when I click on it. yes, it says that. no, it says connected without internet on my phone. it says current network, linksys00347 connected without internet.
29:00
Speaker 2
Yeah. Okay, now do you see the Linksys? The Linksys what is the Linksys? Is that the same name that showed up underneath the Linksys router? Okay, that's what it says. It says connected. It does have a check mark, right? Okay. All right, can we open up a browser? Do you have Google Chrome on that phone? [silence]
29:00
Speaker 1
Yes. HTTP. Mm-hmm. Okay. Mm-hmm. 0.168.
30:00
Speaker 2
okay, open a browser and then on the address bar type in HTTP colon slash slash yeah it's HTTP colon slash one 192.168.0.1
30:00
Speaker 1
Okay Okay In fronta we get this connection, can you give me a callback? Oh, okay perfect Okay says let's get started, it says let's get started, the set up bridge will help you configure and get it connected to the internet. Now it says, I have read and accept the license terms for using the software.
31:00
Speaker 2
And then press answer. Yeah, sure, ma'am. No problem. I do have your number here, which is 908-859-1240. Okay. So, all right. After you press enter, what did you get? Okay. So, do you see there manual sets off? So after you [silence]
31:00
Speaker 1
When I press next. Ex, ask me for way fill settings. You can personalize your way fill network. By changed in network name. What do I do? Just press next. So skip out it. So. Yeah. Okay.
32:00
Speaker 2
Yeah, just check that option, ma'am. And do you see an option below. If you scroll down. Do you have manual set up? Very good. Yes. Do you have the option to change the name? Okay, yes, you may actually change the name M if you want to. Cause by default it's /xm. You may change it to something else.
32:00
Speaker 1
so it says two point four G H Z network then said two point four G H Z password were do I put there another password okay and it says five G H Z network okay okay
33:00
Speaker 2
Yes, you may create your own password. You may use the same Wi-Fi password for both networks now because this is dual band so it will broadcast two networks at the same time. So you may create your own network name for the 2.4 as well as the 5 GHz. For the Wi-Fi password, you may set up.
33:00
Speaker 1
Now it says, now it says, create a administrative password to access the web-based settings page on your E5350 router. Okay. I did that. Now I'm pressing next. Okay. Now it's saying, register your product. Yep. [silence]
34:00
Speaker 2
Or you may create a Wi-Fi password. [silence] Yes. You may use this, uh, you may use this, uh, the same password for that, for the Wi-Fi password and the router password, man. So you, you won't get confused with the passwords. So just use the same, uh, just use one password. Hmm. Okay, you may skip that part. Hmm. I'm sorry. What was that again, Ma'am? That's all right. You can actually just uh you may do it later on. So do you see next option or –
34:00
Speaker 1
I mean, I could press refresh at the bottom, but it's still not doing anything. There's a gray box that popped up. I can't do anything. I press back. I can press next now. It says, this might take a couple minutes. It says checking for internet connection, please wait.
36:00
Speaker 2
You don't have the option to proceed? Okay. All right. for me to purchase access Okay. All right.
36:00
Speaker 1
[silence]
37:00
Speaker 2
[silence] Yes, mamam Yes, of course. I can hear you. [silence]
37:00
Speaker 1
Yes, I see the screen, yes. It says configuration, parental controls, troubleshooting. They're the firmware version, says 1.0.0-026, April 26th, 2019.
38:00
Speaker 2
So what is it doing now? okay, so we're on the setup screen, and are you under system status? Do you see system status? What's the firmware version? okay, and do you see their internet IP address yeah, under internet connection? [silence] [silence] Do you [silence] Gotta do that later.
38:00
Speaker 1
Sure. So I try to get onto the internet IP address one, zero, two, two, zero, five, three. Go ahead. [silence] [silence] OK. [silence] On my phone. Good. [silence] OK. [silence] Wi-Fi. [silence] I'm clicked on it. [silence] It says off. 34 00 Yeah.
39:00
Speaker 2
now just minimized that page try to minimize that page okay yes and back to Wi-Fi ma'am just try to go back to Wi-Fi yes and are you able to see the network that
39:00
Speaker 1
Insert password. OK. [silence] Open, it says, clock.
40:00
Speaker 2
Okay, try to connect to that network. Yes, the password that you set up. Okay, just let me know if it's connected. Did it say connected? Does it have a check mark. Okay, try to go online, man. So try to open any website, like yahoo.com, or you may also check your mail. Check if you can
40:00
Speaker 1
Um, it's letting me open up an email. So now I'm trying to put the password in on my TV. [silence]
41:00
Speaker 2
Open your email. I'm sorry, ma'am. Yes. Try to connect your TV.
41:00
Speaker 1
It is connected. TV just went blank.
42:00
Speaker 2
Okay, now test if it's working. So try to watch any videos or movies. Thank you. silence
42:00
Speaker 1
Uh, it was, that my TV had went blank but now it's like it's loading back up now or something. Look like it's slowly loading back to my home screen on the TV. Okay. Yes. It's Missy.
43:00
Speaker 2
Ma'am, sorry about that. You're seeing something? *silence* Is it working now? Alright, so both your phones and your TV are working, right? You're connected to the network? Okay. So what we actually did.
43:00
Speaker 1
It'll be, uh, be super. Bye bye. [silence]
44:00
Speaker 2
Ma'am, we ran the setup wizard, OK, to configure it again, and we've also personalized your network. We've set up a different network there, as well as your Wi-Fi password. So just take note of your Wi-Fi password because you need that in case you need to add another wireless device in the future. So MASHERIDAH, would there be anything else, Ma'am? OK. Well, thank you so much for your time. This is Epi again from LINKSYS. Thank you for calling. Have a great night, Ma'am. Thank you. Bye-bye.
44:00
Speaker 1
Oh, I'm sorry. I have to hang up. I'm so sorry. I have a Bluetooth in my ear. I'm sorry. Thank you so much. Okay, bye. [silence]
45:00
Speaker 2
Hello ma'am? Okay. No, it's okay. Thank you again. Bye bye. Take care. Bye bye.
45:00