V2 Rubric Detail — d5569762-6900-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 21:26
Duration
8m 45s
Contact
Roma Bhalerao
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133403
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall19.1% (-37.0)

V2 Grader Summary

The agent failed to conduct proper diagnostics, resolve the no-internet issue, or demonstrate ownership, instead repeatedly directing the customer to reattempt factory resets and offering paid support. No meaningful progress was made, and the interaction ended without a solution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to get internet after modem change; admin page at 192.168.1.1 shows blank screen after login. Agent repeatedly advised factory reset and offered paid support without performing WAN diagnostics or collecting model/serial. Customer declined paid support and ended call frustrated.

Troubleshooting Steps
  • Advised factory reset using paper-clip
  • Suggested re-installation of router via setup wizard
  • Offered paid-support session
Key Observations
  • Agent ignored KB-mandated Step 1 (test connection directly at modem) from universal_isp_modem_diagnostics.md, critical for modem/router issues.
  • Repeated factory reset advice without isolating the issue, violating KB troubleshooting flow.
  • Incorrectly stated that 192.168.1.1 should route to setup wizard after reset, ignoring customer's report of a blank screen (potential firmware/web UI issue).
  • Pushed paid support before any meaningful diagnostics, violating support protocol for out-of-warranty cases.
  • Failed to collect product model or serial number despite out-of-warranty status requiring verification.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not perform Step 1 from universal_isp_modem_diagnostics.md: test connection directly at modem.
  • Repeatedly advised factory reset without isolating the issue between ISP, modem, and router.
  • Incorrectly stated that 192.168.1.1 should route to setup wizard after reset, ignoring customer's report of a blank screen.
  • Pushed paid support before performing any diagnostics, violating support protocol.
  • Failed to offer any self-help path (e.g., KB article, email instructions) after customer declined paid support.
  • Did not collect product model or serial number despite out-of-warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any meaningful outcome; only repeated factory reset instructions and offered paid service without restoring connectivity.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting was conducted — agent skipped critical steps like testing modem directly, checking WAN IP, or verifying DHCP; jumped straight to factory reset and paid support.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device as out-of-warranty and offered a paid support option, aligning with policy, but failed to deliver the expected best-effort troubleshooting (e.g., modem test, WAN diagnostics) before resorting to paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked only about LED color and Wi-Fi name; did not identify symptoms like WAN status or IP assignment, nor asked targeted questions to isolate root cause (e.g., direct modem test).
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not guide customer to check router interface, verify WAN status, or run a speed test; relied solely on verbal description despite need for configuration verification.
T3 Partially Met No misinformation conf 89%
Correctly stated that factory reset should trigger setup wizard, but introduced confusion with inaccurate statement about needing to access '154.164.119.29' — an external IP not part of standard setup flow.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent introduced themselves and attempted to guide the call, but lost control by repeating the same advice and failing to de-escalate as customer frustration grew.
C2 Partially Met Confirmed understanding conf 85%
Used simple terms but failed to adapt to customer’s escalating frustration or confirm understanding; communication remained transactional and repetitive.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by repeatedly deferring to prior instructions and pushing paid service instead of actively resolving the issue or guiding through verified steps.
O2 Not Met Proactive follow-through conf 94%
No clear next steps with ownership or timeline — only vague offers of emailed instructions or paid support without commitment to follow-up or resolution path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and did not involve hardware fault, legal risk, or management request.
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 86%
Agent acknowledged customer’s decision to disengage at the end, but earlier responses lacked empathy and failed to recognize repeated effort or frustration.
X2 Not Met Tone & rapport conf 91%
Maintained a rigid, script-like tone throughout and did not adjust pace, style, or approach despite clear signs of customer irritation and disengagement.
X3 Not Met Overall experience conf 93%
Customer was forced to repeat reset attempts and re-explain the same issue; agent did not streamline support or reduce effort by taking control of diagnostics.
Call Transcript18 turns · 18 lines
Speaker 1
Hello, hello. Hi there, this is Roma. I had called
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. To hear more about your service options, press two. 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. Hello, thank you for calling Linksys. My name is Mel. This is your first time calling.
00:00
Speaker 1
Okay, more, multiple times today, so I'll just be quick. My Lynksys router is not detected in my app. They changed my modem, I reset everything. I'm trying to go through 192.168.1.1 but that website is not opening. Yes. It says Wi-Fi connected but No internet. I don't know if that is okay. Both lights are on. Blue. Yes, solidly.
01:00
Speaker 2
For currently connected, did you double-check if your device, for example, computer or a laptop, is connected to the network of your Linksys is no internet connection. And what is the light indicator at the front of your Linksys router? What color? Solid blue. Did you check what is the light color on the internet?
01:00
Speaker 1
Yeah, in the front it's like it's both blue solid. Linksys, the modem was changed, so it's showing me the default Linksys Wi-Fi name. Linksys 02635. I had customised one before but when we changed the modem it came back to the original one. Yes. Okay. [silence]
02:00
Speaker 2
The front of the links is router. What is the Wi-Fi name that you have set up for your links? Is this your Wi-Fi name ever since or you have created a customized one before? Okay. So after you change the modem and this happened, it shows no internet access. Am I correct? Okay. Every time you change your modem from your internet provider, your links is router requires to be factory reset and have to be reinstalled again.
02:00
Speaker 1
Yeah. So uh, I was sent the instructions. I followed on the instruct, all the instructions. The only problem is when I go to 192.168.1.1, that page, the first page that opens is login page. When I click on login, it goes to a blank page. Nothing happens over there. So that is my
03:00
Speaker 2
this will not automatically connect to the internet you have to really do a factory reset and do a re installation now um I think that is what you need to do but I think you're already aware that your Linksys router is already out of warranty right? and we no longer manufacture this model so if you want to be assisted over the phone then um you can avail for the paid service just for the one time non-refundable assistance or I can create instructions on how you can reinstall the router again connected to your new modem um
03:00
Speaker 1
My main issue. If you're going to let make me do the same thing again, it's not going to help. You have to help me with something else so that my money is worth worth [silence] Okay. [silence]
04:00
Speaker 2
Yeah. Roma, it means that you haven't factory reset your Linksys router. The 192.168.1.1 is accessible, however, you were routed to a login page. You shouldn't be able to route it to that page if the router was factory reset properly. Now, if you access the 192.168.1.1, if you device is reset properly, you should be able to be routed to the setup wizard, which there you can reinstall your router again. So, again, if you want to be assisted over the phone, go ahead and you can pay for the $15 for the one-time and non-refundable support. That's only a guidance for the phone. And replacement, if the device is deemed defective, is not available. Okay? Because we no longer...
04:00
Speaker 1
So the instruction that you sent. Me is for factory recent. Right? Okay. So when it reaches it the light starts blinking, and after like few minutes, the light light becomes solid. That means it's factory reset is done isn't it
05:00
Speaker 2
We can manufacture this device, or again, we can send you the instructions to your email address for free if you don't like to pay, okay? So, which one of the options would work for you? It's physical reset factory reset. Okay. If it still shows solid blue, and if it, if you are still routed to the login page, it means it was not successfully reset. You have to do it again. If you have read the email, the instructions have been provided. You have to follow this again. Make sure you use a pen or a paper clip to properly reset your Linksys router.
05:00
Speaker 1
yes. yes. so I did that. I am able to see my Wi-Fi network in the list of Wi-Fi's that I see. I click on it, the check mark appears on the Wi-Fi network. It shows Wi-Fi connected, but no internet. That means what the instructions I was supposed to follow, I have followed all of them. But still it is not taking... agreed. Yes.
06:00
Speaker 2
Yes, and make sure you're connected to the original wifi name. If you're going to be routed to the setup wizard, that means it was factory reset. If if if it's not, then you have to do it again. of course, it will show of course, it will not show an internet connection because you're trying to set up again your links to this router. Okay? If you factory reset the links to this router, it will not show internet connection. You have to reinstall it again. Okay? And it will not show you the same wi-fi name that you have used before. It will go back to
06:00
Speaker 1
that's is exactly that's what is happening. So the same, the name which was original name, exactly the same name I'm using, I'm connecting it. It's it's it says no internet. That's what is the instruction. They say that the the internet will not be active until until I'm able to access 154.164.119. 29. I am ready to pay. I don't mind paying, but will you be able to make sure that I get my internet back? That is my question. there is there is, okay. So if you because you're going to give me the same instruction, there is a high chance that it's not
07:00
Speaker 2
Its original SSID. This paid service, all right, I understand that, okay, this paid service, okay, is only assisting you over the phone. We can try our best to make it work, but this may or may not work, okay? We will know that during the process. There will be a chance it will work, there will be a chance it will not work, just to set your expectations.
07:00
Speaker 1
i'm not going to work and my money is going to go it's better if i go to some other company and buy some other router isn't that a better option for really it's better. I have been trying to get through this since yesterday and every time I talk to you it is the conversation is not at all truthful. You're going to tell me the same thing again and again. I think there's no point in talking to you anymore. Thank you.
08:00
Speaker 2
I understand if that's your decision. Uh, yeah, we, we understand if that's your decision. It's up to you. It's your discretion. So, for us, we can assist you with our paid service. However, just to set your expectations, it may or may not work. We can try our best. But if you want to proceed with, and get a router in a different brand, that's okay. So, it's that's up to you. That's for your discretion.
08:00