V2 Rubric Detail — d6b85aa4-7fcc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 21:41
Duration
6m 37s
Contact
954-687-3074
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00137166
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_E9450

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent identified the router as end-of-life and recommended replacement but provided no troubleshooting, tools, or actionable next steps. Technical accuracy was partially met due to a minor inaccuracy about data deletion, while communication was accessible but lacked ownership, empathy, and effort reduction. The issue remained unresolved with the customer directed to self-service or purchase.

V1 Case Analysis

Customer reset router, lost Wi-Fi credentials and cannot connect to internet. Device is an older, unsupported model; advised to reconfigure from scratch or consider upgrading to a newer Wi-Fi 6 router.

Troubleshooting Steps
  • Collected and confirmed serial number
  • Checked product eligibility and determined the device is out of support
  • Advised customer to reconfigure the router from scratch or upgrade to a newer model
Key Observations
  • Agent did not provide step-by-step instructions for re-configuring the router after reset.
  • Agent identified the device as out-of-support without confirming the exact model or warranty status.
  • Customer left the call without a working solution or confirmed next steps.
Positive Highlights
  • Collected the serial number accurately.
  • Acknowledged the customer's security concerns about using an old router.
  • Offered to email troubleshooting instructions.
Agent Errors / Gaps
  • Failed to guide the customer through the router setup process (login, admin password reset, Wi-Fi configuration).
  • Did not verify the router model or explicitly check warranty eligibility.
  • Provided only a generic upgrade suggestion instead of actionable troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never got the router back online; only suggested re-configuring or buying a new router.
R2 Not Met Diagnostic thoroughness conf 94%
No diagnostic steps were taken (no questions about lights, cables, login, etc.).
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified the device as end-of-life and recommended replacement, but did not attempt any best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask diagnostic questions about symptoms (e.g., LED state, connection method) or follow a logical process to root cause.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (remote session, admin UI, logs) were used or offered, despite a reset router being a common scenario requiring verification.
T3 Partially Met No misinformation conf 87%
Agent correctly stated reset clears settings, but inaccurately claimed 'all your information has already been deleted' — misleading regarding data security.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves and acknowledged the issue but failed to set expectations, control the flow, or structure a resolution path.
C2 Met Confirmed understanding conf 91%
Agent used plain language and avoided jargon, adapting to the customer’s non-technical level and conversational pace.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership; suggested the customer go to a store and offered to send an email without following through.
O2 Not Met Proactive follow-through conf 92%
No concrete next steps, timelines, or follow-up commitments were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
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 85%
Agent acknowledged the customer’s concern about security but did not express empathy for frustration or effort; tone was transactional.
X2 Partially Met Tone & rapport conf 86%
Agent responded to questions but did not actively adapt to emotional cues or maintain engagement; conversation became disjointed.
X3 Not Met Overall experience conf 89%
Customer was told to reconfigure from scratch or buy a new router with no support actions taken to reduce effort.
Call Transcript12 turns · 13 lines
Speaker 1
Hi, Leoh. How are you Hi Leoh. How are you I have a linksys router and I wasn't able to connect to the internet. So I clicked on the reset button instead of the power button and now my default when I look up the Wi-Fi, the default name is the default name that comes with the information linksys O2 whatever and then the temporary you know temporary password that it came with. I'm not able to connect to the
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. [silence] Hi, thank you for calling Linksys technical support. This is Ryo. How can I assist you for today? Oh, I'm good, madam. Thank you so much for asking. How can I assist you? What's going on? Mm-mm. Mm-hm.
00:00
Speaker 1
The Internet. Right now the the router is yellow where it says um, internet and my username is not my original username but I changed it to it is defaulted back to the factory username so I'm just trying to get some help to connect back to the Internet. Mhm. Okay. Um customer number is 45 TM Tom 1
01:00
Speaker 2
All right. Got it ma'am. So ma'am, just a heads up by the way, if by chance you've accidentally hit the reset button, or you try to hit the reset button, uh automatically the device router settings will be deleted. So it uh it includes your wifi name and wifi password. Now all you need to do is you need to reconfigure the whole system from the beginning or from the scratch. So for this router, I mean what's the serial number for this device?
01:00
Speaker 1
CICO one. I think it's 5-0-0. Let me take a pic, picture we can make it larger. Hold on. Okay so for- 45 C as in Tom, 11, M as in mother, 15, B as in Bob, 0, 2, 5. But it's um, no, it's T 11, two ones. Um, yes, it's 45 C as in Tom, 11 the number one.
02:00
Speaker 2
Let me confirm again, 45T1M15B02255. So there is no more layer M. Okay. How long have you been using this router? All right. So ma'am, by the way, I was able to check the router that you have here. Unfortunately, they're based on the records here. The router that you have is already part of our oldest router, meaning to say we no longer uh provide any uh technical assistance for this device. The reason for that is because uh technical troubleshooting may not work anymore for your
02:00
Speaker 1
But it's still workable though. If I'm able to do everything from scratch, like you said, would it still work or? So, so does this put my information at risk if I use this router? With all the hacking and all of the cyber situations.
04:00
Speaker 2
router. [silence] So might be, uh, if you want, you still want to use this product, I can always send you an email. So you can try to troubleshoot on your own. [silence] Um, yeah, uh, you can try to reconfigure the whole system. Again, I cannot guarantee you that it will work because we no longer provide any further updates for this kind of router that you have. This is a uh, [silence] sorry good. [silence] Um, [silence] all your information has already been uh, deleted because you can only log in using a router password. So once you've reset the router, then you need to log in again, create a new router password.
04:00
Speaker 1
Okay. But I'm saying, if you send me the instructions and I follow it and I can still connect, is my content and my information safe on this router? Or is it better to get a different router? That's what I'm trying to figure out. Okay. Okay. All right. I'll just go check out All right, I'll head to the store and look for a newer link. Yes. You see that? What did I say to this? Uh,
05:00
Speaker 2
You don't have the email and password for the link this device. We don't have it anymore. Well, what I can recommend is you can try to follow the instructions. If it will work, then your information is still good with the router. However, if the troubleshooting won't go through, you need to upgrade to a newer version of router. Oh. All right. You can try to check, ma'am, a Wi-Fi 6 series, okay?
05:00
Speaker 1
Say it again, Wi-fi. Okay, Wi-fi spacecraft. Okay, so Wi-fi spacecraft. Sixteen router. Okay. All right, thank you very much, I think. Okay, all right, bye-bye. You too. All right, bye-bye. All right, have I have to go to the store. You. Bye, I, I have to go to this hour. You want to come?
06:00
Speaker 2
Wi-Fi 6 or Wi-Fi 7 routers, even if with different brand also. All right. Thank you so much, ma'am. You have a nice day ahead. Bye-bye.
06:00