V2 Rubric Detail — d59c299c-6a79-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 18:24
Duration
6m 59s
Contact
Terry Jennings
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133795
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall61.7% (+17.7)

V2 Grader Summary

The agent maintained ownership and provided basic troubleshooting for an out-of-warranty EA6300 with a blinking white light, but gave technically inaccurate guidance on power-cycle order and LED interpretation. While next steps were clear and the escalation decision was correct, the customer was made to repeat information unnecessarily. The issue was not confirmed resolved, resulting in a partial resolution.

V1 Case Analysis

Customer reported EA6300 with blinking white light and no internet. Agent misstated LED as blinking red, gave incorrect LED interpretation, skipped modem test, advised cable check and power-cycle. Paid support offered; customer declined. No resolution confirmed.

Troubleshooting Steps
  • Advised to verify Ethernet cable connection
  • Suggested using a different Ethernet cable
  • Guided to power-cycle modem and router (router first)
Key Observations
  • Agent misheard/misstated LED color (customer reported blinking white, agent responded with blinking red)
  • Provided factually incorrect LED interpretation contradicting KB (blinking red is not a defined state for EA6300)
  • Skipped standard WAN isolation step (direct modem connectivity test)
  • Offered paid support before exhausting basic diagnostics or providing KB/self-help resources
Positive Highlights
  • Collected customer name, phone number, email, and device model/serial early in the call
  • Correctly identified product model (EA6300) and ISP (Charter)
  • Provided clear power-cycle instructions (unplug both, wait, plug router first then modem)
Agent Errors / Gaps
  • Misrepresented customer's reported symptom (blinking white vs. blinking red)
  • Gave materially inaccurate technical advice about EA6300 LED states
  • Failed to follow protocol for WAN connectivity issues (no modem-level test)
  • Prematurely offered paid support without providing actionable self-help steps

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed resolution; customer ended call without verifying if power cycle or cable change fixed the issue.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent suggested checking cable and power cycling, but did not verify WAN connection at modem or confirm if ISP was online — key steps missing.
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status, offered paid support, and still provided troubleshooting — appropriate path for OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking white light and suggested physical layer checks, but did not ask about modem status or test internet at modem — incomplete diagnostic process.
T2 Met Appropriate tools / resources used conf 93%
No advanced tools (e.g., remote access, logs) were needed or available for this basic connectivity issue; agent used appropriate low-level diagnostics.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated power cycle order: 'plug the router first, then the modem' — correct order is modem first, then router (per KB). Also initially misidentified LED as red instead of white.
Communication
C1 Met Clear & professional language conf 94%
Agent collected info, set expectations on warranty and paid support, provided steps, and closed professionally.
C2 Partially Met Confirmed understanding conf 88%
Agent used clear language but introduced $15 fee abruptly without confirming customer’s willingness or understanding, creating potential confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case throughout, did not transfer, and continued support despite OOW status and customer disengagement.
O2 Met Proactive follow-through conf 92%
Agent clearly stated next steps: try different cable, power cycle (unplug both, wait 30 sec–1 min), plug router first (incorrect but stated), wait 3–5 minutes.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Issue was basic connectivity — within L1 scope. No escalation needed, and agent handled appropriately.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or required.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized for OOW limitation and remained polite, but empathy was procedural, not personalized to customer’s frustration or neighbor-helping context.
X2 Partially Met Tone & rapport conf 85%
Agent followed a consistent pace but did not adjust tone or simplify further when customer repeated 'uh huh' — possible disengagement not addressed.
X3 Not Met Overall experience conf 96%
Customer had to repeat email (SANTI72@sbcglobal.net) and serial number multiple times due to agent’s verification loop — avoidable repetition.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] We've got a Linksys router here, a AC 1750 and it
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.linksus.com. Please have your device serial number ready. For assistance, please press one now. For out of warranty products, 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] Hi, thank you for calling Linksys. This is Regina, how can I help you today?
00:00
Speaker 1
The link is just keeps flashing on it it appears to be not be working and Look it uh, yeah, it is hard wire ethernet cable to uh, modem. I believe it is. I'm actually trying to help a neighbor here. Uh, but I believe it is first time calling for support. Yes. From state of Nevada Reno. Yes, you may. My first name is Terri. Last name Jennings.
01:00
Speaker 2
okay, so it appears that the router doesn't have any internet connection. But is this your first time calling us for support? Okay, and M-hm. I see. And are you calling from United States? May I know your M-hm? May I know your first name and last name? Terrence. The T E R R Y.
01:00
Speaker 1
Jennings, it would be 650-208- 27 61. Uh well, it, ie it won't be my email that the people that owe this is a different email. Um, you just need an email address? Okay. You could Okay. Okay. So um, use um Sanity 72. @SB
02:00
Speaker 2
jennings and your callback number and your email okay yes I need the email address to create a record here in our system and also to send some updates from us linksys okay
02:00
Speaker 1
Global.net. Right. Right. Yes. I believe. Hang on, I have it here. One second. OK. Hang on, let me get the router out here. I have it, just a second. I just got to turn it on. OK, so the serial number is one nine.
03:00
Speaker 2
Okay. So it is SANTI, S for Sam, A for Alpha, N for November, T for Tom, E for Edward, 72 at sbcglobal.net. And I guess you have one Linksys router that you're calling about, right? Can you provide a serial number? Yeah, sure. Take your time.
03:00
Speaker 1
T is in Tom 1 0 S O 18 0 4 4 1 4. this is a charter. is E 8 7 300. that is correct. okay. [silence]
04:00
Speaker 2
And who is your internet service provider? Charter. And the model number for your Linksys device is an EA6300. Okay, now, before we proceed, I would like also to set an expectation [silence] regarding of the warranty status of your Linksys device. Okay, so it indicates in our systems here that this device is no longer under warranty, and I really apologize that live support is no longer available. However, we have paid support, so I can still assist you [silence] to figure out what's really going on with [silence] the main router. Yes, sir. Okay, sounds great. Thank you. Okay. Pleased to assist.
04:00
Speaker 1
I see. So, this is out of warranty at this point? I see. Well, I'm just wondering, so how old is this router? Can you tell me that? [silence] Okay. All right, let's move on. All right, I see. Okay, I see. So, I think what we're going to do, if it doesn't work, is just get a different router, being this one's so old. We're just going to get a new one.
05:00
Speaker 2
the link is down, but then, you need to pay fifteen dollars, and it's good for sixty minutes of troubleshooting. Yes, but Go ahead. Yeah, it was actually purchase Feb. 27, 2018. But since it's blinking red, sir, you need to check your physical connection. So, check if the cable is properly plugged into from the modem to the port of the router. Can you also try to use a different cable also because the main cause of the blinking red light is the physical connection. Yeah.
05:00
Speaker 1
[silence] I will check the cable. Uh huh. No, it's just blinking. It's not blinking red. It's just white, but it's just blinking. Uh okay, son. Right, blinking white, not red. Yeah, I did that. Uh huh. Uh huh. Uh huh. Uh huh. I see. Okay. Thank you very much ma'am. Will I'll uh I appreciate your effort. Uh huh, you bet. Bye bye.
06:00
Speaker 2
but yeah, can we use also different ethernet cable, because if the router itself, so it doesn't have internet connection, it must turn to solid red, but it's blinking red, which means yeah. blinking white. You can also try to power cycle your Linksys router. So for example, unplug the power of the modem, including the router. Wait for 30 seconds to 1 minute to plug the power back, then plug the router first, then the modem, and wait for three up to five minutes for the boot up process, and check if the connection restored. Okay, you're welcome, Terry. Okay. Thank you also for your time and have a great day. Bye for now.
06:00