V2 Rubric Detail — cd020bc4-69c7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:10
Duration
8m 48s
Contact
Deborah Davis
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133672
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall39.9% (-16.1)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided accurate support options, but failed to perform any meaningful troubleshooting or demonstrate empathy. No diagnostic steps were taken, no tools used, and the customer was left to self-resolve — resulting in an unresolved case with high customer effort and no technical advancement.

V1 Case Analysis

Customer reports EA7450 router not getting internet; WAN port flashing orange, front LED steady white. Out of warranty. Agent did not perform basic diagnostics (power cycle, direct modem test, factory reset). Directed customer to support.linksys.com AI tool and offered paid support, which customer declined.

Troubleshooting Steps
  • Collected model number and serial number
  • Confirmed out-of-warranty status
  • Asked about LED indicators
Key Observations
  • Agent failed to perform or guide basic WAN diagnostics per KB (universal_isp_modem_diagnostics.md Step 1: test modem directly with Ethernet).
  • Agent did not suggest power cycling modem and router (universal_escalation_guide.md Step 1 and velop_wifi_connectivity.md Step 3).
  • Agent did not guide factory reset as a troubleshooting step (universal_escalation_guide.md Step 1).
  • Agent inaccurately framed reset/reconfigure as the only solution, skipping KB-mandated diagnostics (power cycle, direct modem test).
  • Customer expressed low technical confidence, but agent did not adjust communication or provide simplified, step-by-step guidance.
Positive Highlights
  • Accurately captured model number (EA7450) and serial number (32Y10C6903478).
  • Correctly identified and communicated warranty status as out of warranty.
  • Provided the correct support website URL (support.linksys.com).
Agent Errors / Gaps
  • Failed to verify WAN connectivity by having customer connect PC directly to modem (KB violation: universal_isp_modem_diagnostics.md Step 1).
  • Did not suggest power cycling modem and router (KB violation: universal_escalation_guide.md Step 1 and velop_wifi_connectivity.md Step 3).
  • Did not guide factory reset as a troubleshooting step (KB violation: universal_escalation_guide.md Step 1).
  • Did not confirm whether customer had already tried basic steps (reboot, cable check).
  • Incorrectly implied reset/reconfigure is the only solution, skipping foundational diagnostics per KB.
  • Did not acknowledge customer's low technical confidence or provide step-by-step guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved — customer still had no internet; only directed to self-help or paid service without restoring functionality.
R2 Not Met Diagnostic thoroughness conf 96%
No actual troubleshooting steps performed — did not guide customer to test modem directly, check cables, or access router UI despite known WAN light issue.
R3 Partially Met Correct resolution path conf 93%
Correctly identified OOW status and offered valid OOW paths (self-help, paid support), but failed to provide any best-effort troubleshooting as required by rubric.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Identified symptom (no internet) but skipped diagnostic process — no questions about modem test, WAN cable, or prior changes; jumped straight to reset suggestion without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use any tools — no guidance to check router UI (192.168.1.1), no speed test verification, no remote session offered despite clear need for WAN diagnostics.
T3 Met No misinformation conf 99%
Accurate info provided: correct model (EA7450), correct URL (support.linksys.com), and valid suggestion that factory reset may help.
Communication
C1 Partially Met Clear & professional language conf 90%
Maintained basic call flow and gathered info, but long silences, repetitive 'yes ma'am', and passive responses indicate weak control during key moments.
C2 Met Confirmed understanding conf 92%
Used plain language, confirmed understanding, and gave clear step-by-step direction (e.g., spelling out support.linksys.com).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership: created record, stayed on call, did not transfer, and remained engaged until closure.
O2 Partially Met Proactive follow-through conf 90%
Provided next steps (website, paid support) but no timeline, follow-up plan, or callback commitment — left customer to self-manage next actions.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within scope for L1, though unresolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No expression of empathy — did not acknowledge customer's effort, frustration, or difficulty navigating multiple devices and providers.
X2 Partially Met Tone & rapport conf 89%
Remained polite but did not adapt tone to customer’s uncertainty or emotional cues (e.g., sighing, sister yelling); communication was transactional.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and walked across room for model number — agent could have minimized effort by guiding faster or offering remote tools, but instead offloaded all work.
Call Transcript16 turns · 17 lines
Speaker 1
Hi, um, my. I'm having difficulty connecting with the internet and I talked to my, um, provider, which is Spectrum.
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 one now. For out of warranty products, paid support may be available depending on your issue. 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. [silence] Thank you for calling, Linksys. This is Appie. How can I help you?
00:00
Speaker 1
and they did a diagnostic up on my modem and they said the modem is online, but they're telling me they think it's my, um the my yeah, my Wi-Fi. they think it's they can't, because they don't have access to my my, um, well, the modem, yes, but not to the links, because they I didn't get it from them. Sorry. No, because Yeah. And they
01:00
Speaker 2
Yes, [silence] Thank you. [silence] okay, but they haven't connected a computer straight to your modem like they've not uh they did not disconnect your linksys to verify if you have active internet connection, right? Uh huh. But uh they okay. All right. But they did not disconnect the linksys. They've just checked the signal. All right. All right. Yes, cuz for us to verify if you really have active internet connection with your modem now, you can connect your computer straight to the modem without the linksys.
01:00
Speaker 1
Sure. I have the serial number. I didn't get the model number. I'll do that next. But the serial number is 32Y10C6903478. And let me get the correct. Yes. And let me go get the model type for you. Sorry. I'm going, I'm walking, unlocking. All these things are across the room from each other so I have to keep [silence]
02:00
Speaker 2
you online that way. But that's all right. can I have the model number and the serial number of your Linksys device? Oh Okay. Okay. 3 2 Y for Yankee. 1 0 C for Charlie 6 9 9 0 3 4 7 8 some numbers. Right? Okay. Let me just check this realist. Okay. Thank you. It's okay. Yeah, I actually yeah, I have the uh good thing I have the model number here. Um it says uh as I've checked the serial number. So it shows EA 7 4 5 0 as the model number. So ma'am, let me just create a record. Can I have your name right then?
02:00
Speaker 1
It's Deborah Davis, D-E-B-O-R-A-A-H D-A-V-I-S nine at gmail.com. Exactly. Um, probably three years. Maybe, maybe, whew. Maybe, maybe. I don't know, I can't remember, but it I had a I had to get it. So it's during the COVID. So it was like 2020, right? Because I had to buy a new router so I could connect. Yes.
03:00
Speaker 2
Okay. And your email address now? Okay. So right now you don't have wireless connection. Okay. And how long have you been using this router? Three years. Okay. Yes, 2021.
03:00
Speaker 1
That's the year, right? Yeah, that's the year it was made. The port that's connected to the modem, it's flashing orange. One side is yellow, the other side is flashing orange. The front, the link guy is not flashing, it's just a steady light, it's just lit up steady. It's not flashing. No, it's white. It's white. Yeah.
04:00
Speaker 2
Okay, all right. Hmm. Okay. So, what lights are lit on your lens is router right now, ma'am. Okay. What about at the front? Is it blue? Is there red? It's white, okay, all right. Okay. So, Ms. Debra, upon checking here in our system, your router EA 7450 is already out of warranty, ma'am. So, since it's out of warranty, you're no longer covered for free technical support. However, Ms. Deborah, we can give you two options for this, okay? It's either you go for our website, that would be support.linksys.com. You can find there articles on how to reconfigure this router, because it seems right now your router is not communicating with your modem and that's the reason why you don't have wireless connection. So, you need to maybe have this reset and reconfigure. Okay? It's like you're starting from scratch. You can also take advantage of the AI tool at the bottom right, that would be on our website. And again, the website is support.linksys.com. The other option, the second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] now. It's $[REDACTED_PAYMENT_DIGITS] Um, it's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. So, this service is nonrefundable, so if you want us to walk you
04:00
Speaker 1
So, the option is I would go into a system of a website and figure it out for myself. Okay. Um I'll I'll try that I'm not, I'm not that um savvy, but I think I might be able to do it after all the stuff I've been doing today. Um yeah, give me the the website. Okay. Just like it is on my router. Okay. And then .com. Got it. Okay. And then, okay. And then it'll,
06:00
Speaker 2
you through the process, then there will be a fee for the service. How would you like us to proceed? [silence] yes ma'am. [silence] yes ma'am. It's a self-help tool. Yes. [silence] You can try that first. Okay, you can try that first. [silence] You can always give us a call back if ever you happen to change your mind. [silence] So, the website is support L-I-N-K-S-Y-S.com. Yes, support.linksys.com [silence]
06:00
Speaker 1
tell me... ask me that I want to reset it maybe, is that it? Okay. And that's on the back of my, yeah, on the top. Okay. How do I set that up? All right. I'll give that a try. What's my, may I ask you something funny? What's the, I don't know? What's my rate of success, if you will, to have this reset or reset, right? Oh, how to set it up.
07:00
Speaker 2
[silence] yeah you can you can uh look for the AI tool at the bottom right so just ask the AI how to set up EA7450 and And which is the model number of your message? Okay. Yeah sure no problem go ahead. Well yes if you reset it to factory default and have it reconfigured ma'am. Well that is what we usually do if there's really
07:00
Speaker 1
So my success rate is relatively high. Hey, I'll take those odds. My sister, I can hear my sister yelling at me now. What? Okay, I will. Thank you so much for your help. I really appreciate it. Have a good afternoon. Thank you too. Bye.
08:00
Speaker 2
if there's no connection, that's what we do normally with the linksys router. So if you can follow the instructions given from the website, then probably you'll get your internet back. Probably around 70%. Okay. You can try it, ma'am. Yeah, there's no harm in trying. Okay. All right. Well, thank you so much. Not a problem, Ms. Davis. This is Eppie again from Linksys. Thank you for calling. Have a great day. Bye-bye. Bye. [silence]
08:00