V2 Rubric Detail — d3da1d40-795a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:50
Duration
8m 19s
Contact
Jonathan Johnson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136015
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall30.4% (-5.6)

V2 Grader Summary

The agent failed to resolve the customer's lack of internet issue, conducted no meaningful troubleshooting, and provided technically inaccurate information by claiming a power outage necessitates reconfiguration. Despite courteous communication, the agent violated the OOW standard by dismissing the out-of-warranty EA7500 with only a generic setup guide and no diagnostic effort, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports no internet via Wi-Fi after storm; EA7500 router (serial 18L20S03703098) shows green LED but no connectivity. Agent incorrectly declared end-of-support and declined troubleshooting, offering only a generic setup guide.

Troubleshooting Steps
  • Collected serial number, name, and email
  • Identified router model as EA7500
  • Incorrectly stated end-of-support status and declined troubleshooting
Key Observations
  • Agent provided factually incorrect information about EA7500 end-of-support status (KB shows it is not officially end-of-support as of 2026).
  • No basic troubleshooting (power-cycle, WAN check, web UI login) was performed despite clear post-storm connectivity symptoms.
  • Agent misrepresented Linksys policy by refusing all technical support for an out-of-warranty device (KB allows basic troubleshooting).
  • Customer was left without a functional resolution path despite reporting a potentially fixable issue.
Positive Highlights
  • Collected essential customer information (serial, name, email).
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated EA7500 is end-of-support (contradicts KB; no official end-of-support date listed).
  • Falsely claimed no technical support can be provided for out-of-warranty routers (KB explicitly allows basic troubleshooting).
  • Did not attempt any standard post-outage steps (power-cycle, WAN verification, web UI access).
  • Misread serial number (F instead of S), indicating possible data collection error.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent sent only a generic setup guide without troubleshooting the lack of internet despite customer reporting rebooted router, green light, and Wi-Fi connected but no data.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken: no power-cycle verification, LED check, WAN test, or admin login attempt before concluding reconfiguration was needed.
R3 Not Met Correct resolution path conf 96%
Agent dismissed out-of-warranty EA7500 with only a setup guide, violating OOW standard by not attempting best-effort troubleshooting (e.g., factory reset, WAN settings check).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms (e.g., blinking pattern, WAN light color), ask diagnostic questions, or determine root cause — jumped directly to 'reconfigure' without process.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent could have guided customer to check router admin page (http://192.168.1.1), verify WAN status, or test connectivity, but relied solely on verbal description.
T3 Not Met No misinformation conf 98%
Agent claimed the router 'needs to be reconfigured' because it was 'disconnected' due to a power outage. This is technically incorrect; routers retain configuration settings after power cycles.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted and collected info but did not set clear expectations or maintain structured troubleshooting flow, allowing conversation to drift without diagnostic focus.
C2 Met Confirmed understanding conf 93%
Agent used plain language, apologized for the outage, and spoke at a level the customer could understand; customer followed along and responded appropriately.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent created a record and promised an email but did not take ownership of resolving the connectivity problem, closing loop prematurely with self-help guide.
O2 Partially Met Proactive follow-through conf 89%
Agent gave a next step (‘check your email for the guidelines’) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or hand-off was relevant.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy (‘I’m sorry to hear about that, sir’) and remained courteous throughout.
X2 Met Tone & rapport conf 94%
Agent maintained a polite, calm tone and matched the customer’s pace, checking for understanding.
X3 Partially Met Overall experience conf 88%
Customer had to repeat name and email several times; the agent could have used the information already captured to reduce effort.
Call Transcript16 turns · 17 lines
Speaker 1
Yes, ma'am. I'm having a little trouble with my Wi-Fi router. We had a storm yesterday and it blinked the power and I cannot get my Wi-Fi back working. Okay. Hold on a second here
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling linksys, this is Ice. How can I help you? I see. I'm sorry to hear about that, sir. May I have the serial number of your linksys router?
00:00
Speaker 1
Serial number, one, eight, L, two, zero, S, zero, three, seven, zero, three, zero, nine, eight. S, that's for Sam. That's correct. Yes. Yes, that's it.
01:00
Speaker 2
i'll repeat again the serial number is 1 8 L for Lima 2 0 F for Fox 0 3 alright so you only have one Lynch East Waters sir no other nodes
01:00
Speaker 1
Jonathan Johnson, J-O-N-A-T-H-A-N, Johnson, J-O-H-N-S-O-N, Johnson, yes, Johnny Johnson, J-O-H-N-N-Y, Johnson, the number 6 3 at iCloud.com.
02:00
Speaker 2
I'll create first record for you, sir. May I have your name? [silence] Jonathan Johnson. [silence] Thank you, Jonathan. And your email address is [silence] So Johnny
02:00
Speaker 1
[silence] [silence] Yes, Spectrum and I've already went through all their tech support and narrowed it down to the Wi-Fi because I could connect a laptop to the back of their modem and I could get on the internet. But [silence] Uh-huh.
03:00
Speaker 2
Johnson 63@iCloud.com. right. Thank you, Johnny. Who's your Internet service provider? Uh-huh. I see. So I think uh yeah uh since you experienced uh an electricity uh power outage because of the storm uh your router may have been disconnected and so we need to set it up again or reconfigure your router, but I have to inform you, Johnny, that your router is already out of warranty. And it has also reached its end of life by 2020, which means this router is a very old router. It uses an old technology and so we no longer manufacture this type of router. And also this router which is end of support last 2025, which means we no longer support this router. So we cannot provide you any technical support for this router already reached its life cycle phase, end of life and end of support. But what I can do, Johnny,
03:00
Speaker 1
okay. can I tell you what it's doing and see if that helps any? can I tell you what it is doing and see if that helps you to let me know maybe what's wrong with it? So I can I I've rebooted it at least two dozen times now, but it it's appears the cable's good. It's got a green light. It
05:00
Speaker 2
Can i can send you, uh, networking setup guide with regards to this kind of support routing. So you can just uh click on those guidelines to set up again your new router, uh, your old router EA7500. All right. Okay. Pardon? Uh, what do you mean what it's doing? Uh, I see, uh, blinking? It goes like, or what? Mm-hmm. Mm-hmm. [silence]
05:00
Speaker 1
It's flashing, orange or whatever, on the back for the, for the connection there with a cat6E cable. Uh, my phone and my TV that work on Wi-Fi, they show that it's connected to the Wi-Fi, but there's no data. There's no internet. Does that make any sense to you? [silence]
06:00
Speaker 2
Okay. Yes. Yes, because, as I've mentioned, uh, Johnny, your router was disconnected. So, it needs to be reconfigured. So, you can see, you have reset your router, so you will see its default WiFi name, but once you connect to it, uh, you will not have no, uh, access to internet. You can be connected to its WiFi name, but you cannot access internet because the router was not, uh, set up yet. So, it needs to be reconfigured again, so that once its setup is completed, then
06:00
Speaker 1
Okay. Okay. So how, uh, will I be able to do that from my phone or do I have to connect straight to the router with a laptop or something? Okay. Thank you. Okay. Sounds good. Thank you.
07:00
Speaker 2
by that time when you connect to the Wi-Fi name of your router, you can access your Internet. So, the guideline that I'll be sending to you, there is a networking set up guide there, so you can just follow the guidelines there, okay? You can do it by your phone or your laptop depending on what devices you use. Hmm, all right. You're welcome. So, just check your email for the guidelines that I'll be sending. And just follow the guidelines because it's easy and It's instructional step-by-step troubleshooting steps and how to set up your router, okay? Thank, yeah. You're welcome.
07:00
Speaker 1
Thank you. Thank you, to you, to you. Bye. Thank you. At this point I'm going,
08:00
Speaker 2
Oh, thank you for calling Linksys again. Danny and if there's any issues again, you can always call us back. Okay. You're welcome. Thank you for calling again, Linksys. Danny, take care. Have a great day. Bye.
08:00