V2 Rubric Detail — d7a3ed26-74b3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:45
Duration
12m 33s
Contact
Maria Montelongo
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135378
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 v4_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall35.0% (-21.0)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered paid support (R3 Met, T3 Met), but failed to conduct meaningful troubleshooting (R2 Not Met, T1 Not Met, T2 Not Met) and neglected customer experience (X1, X2, X3 Not Met). Despite owning the case (O1 Met), the lack of follow-through on promised email (O2 Not Met) resulted in an ownership gap.

V1 Case Analysis

Customer reports loss of internet connectivity on EE2500V4 router. Agent collected model, serial, and contact info, offered paid support after basic reset failed. Customer declined and will purchase a new router.

Troubleshooting Steps
  • Collected model and serial number
  • Asked about router LED status and cable connections
  • Guided a 10‑second reset of the router
Key Observations
  • Agent did not follow the standard WAN troubleshooting flow (no modem power‑cycle, no WAN status verification).
  • Long periods of silence and poor call control; the agent gave minimal guidance.
  • Only a reset was attempted; no further diagnostics such as checking LED colors, WAN IP, or cable integrity were performed.
  • Agent correctly identified the device as out of warranty and offered the paid Connect service.
Positive Highlights
  • Collected essential customer information (model, serial, name, email, phone).
  • Accurately communicated warranty status and the availability of paid support.
Agent Errors / Gaps
  • Failed to perform comprehensive internet‑loss troubleshooting (modem power‑cycle, WAN port check, LED interpretation).
  • Provided no actionable steps beyond a simple reset, leaving the issue unresolved.
  • Lack of empathy and clear communication; many silences and abrupt transitions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet connectivity; customer declined paid support and decided to replace router.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped foundational troubleshooting: no power-cycle modem first, no WAN LED verification, no IP check, jumped to paid support offer.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered paid support per policy, without promising free repair/replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to establish logical diagnostic sequence: asked for model/serial before confirming symptom, did not isolate issue between router/modem/ISP.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no remote access, admin interface check, or basic diagnostics like WAN IP or LED status despite availability.
T3 Met No misinformation conf 95%
Information provided (out-of-warranty status, paid support cost, no replacement eligibility) aligns with documented Linksys policy and KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened call and collected info but lost control during silences, failed to set expectations, allowed disjointed transitions without agenda or time framing.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not adapt to customer’s confusion or frustration; no comprehension checks after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned interaction end-to-end, did not transfer, and attempted to provide path forward via paid support.
O2 Not Met Proactive follow-through conf 95%
Promised to send email with setup details but gave no timeline, failed to confirm receipt or follow up; customer left without actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
This was first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was out-of-warranty with no hardware fault confirmed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer’s frustration, repeated troubleshooting attempts, or emotional state; tone remained transactional and indifferent.
X2 Not Met Tone & rapport conf 95%
Agent maintained rigid, script-driven pace and failed to adjust to customer’s confusion about network name changes and lack of LED feedback.
X3 Not Met Overall experience conf 95%
Customer repeated model, serial, name, and email multiple times; agent did not use information efficiently and created unnecessary effort.
Call Transcript23 turns · 24 lines
Speaker 1
Do you have a question? Do you have a question? Good afternoon, Kyla. I was wondering if you could assist me with some troubleshooting on my Linksys device. I'm not getting, apparently I have no, my router is not.
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 1 now. For out of warranty product, 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. Thank you for calling Linksys. This is Carla. How may I help you? Okay. Alright, tell me how may I help you, ma'am? [silence]
00:00
Speaker 1
working with my Internet. I called my Internet provider, and they said on their end, that's good. So I'm calling you guys to see if you could troubleshoot with me or something. I don't know if I'm out of date on this device or. For what? I'm sorry? Yes, yes. I'm sorry, someone's calling me. Yes. Yes, correct. Uh, I almost want to say that yes, we probably had something going on last night because I had some other appliances that were uh, rebooted this morning. So it could have been possibly that something like that happened. But um, when I've had that happened before, I reset everything and it works perfectly.
01:00
Speaker 2
okay, so, so basically your main concern right now, you lost Internet connection using your Linksys router and um uh this is working before, right, this was working before, okay. There was any outtage, ma'am, um before you lost Internet. Mhm. Mhm. Okay. Um,
01:00
Speaker 1
It's find in best case is not Uh-huh. My model number is EE 25 0 0 V 4. Uh that'll be 10 A 40 M 21 B 1 2 3 6. Mhm. Correct. [silence] That'll be
02:00
Speaker 2
okay, first, you need to know model number and serial number of your link system device, you can check at the bottom or inside. Alright, and how about the serial number? Please slowly ma'am. okay let me check if I got the correct serial number ma'am 10 and then 40 12336. Okay, and who is your internet service provider?
02:00
Speaker 1
Next link. [silence] Yes, 254 9772206. [silence] First name Maria, last name is Montelongo, M O N T E L O N N G O. Maria. [silence] Yes.
03:00
Speaker 2
Okay. And can I have also your phone number, ma'am? Mhm. Mhm. And how about your first name and last name? Okay. Um, first name again, ma'am, can you spell it slowly? Okay, again, first name is Marie, correct? Oh, Maria, sorry. And how about your email address?
03:00
Speaker 1
uizzy03@yahoo.com. Correct. Yes. Incorrect.
04:00
Speaker 2
Okay, let me just check if I get it correctly. So that's see for Charlie, you for Umbrella, Q for Queen, you for Umbrella, I for um Indigo, Z for Zebra, Z for Zebra underscore 03@yahoo.com, correct? And again, your main concern is you lost internet connection using your e2500 version four. Okay. And um you already called the guy and they mentioned that there is no problem with their um at their end. Okay. Um on the top of your um router ma'am.
04:00
Speaker 1
[KEEP_UNCERTAIN] Uh-huh. No, it does not have any type of lighting. The back of it, yes. On the back of it, were there- Uh-huh. Go ahead. Yes. Yeah. Yes. And I, [silence] No. Nope. Nope. Okay. Is there- Both of us. When I'm done. One. One. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Yes.
05:00
Speaker 2
Is there any light in it? Mhm. Okay, how about at the back of it? The cable is plugged in from the modem goes to the internet port of the router, right? You're connected to your router. Do you use phones? Mhm. Or do you a laptop? Okay. And when you lost internet connection, what have you done so far? Mounted you like turn off your modem, turn off the router.
05:00
Speaker 1
I hit the reset button and I've hold it down for like 10 seconds and try to see if it did the same job.
06:00
Speaker 2
Mm-hmm. and so it did not work. Okay. So right now, ma'am, on your phone when you try to check it on your phone, when you go to Wi-Fi, can you see there the name of your network? Okay, it still shows linksys, right? Since that's the default. [silence]
06:00
Speaker 1
and, and actually this morning it was showing as links, it was showing as blinks this, and then I was, it gave me the option to like change it, so I went ahead and change it back to how I had it, and I mean, it's, it says it's connected, but there's, there's it's not working, there's nothing there.
07:00
Speaker 2
So when you um, because when you do the reset man when you reset the arm router it will set back to default right and did you run the setup after you do the reset?uh ok how did you uh change the name man?Yep. OK. All right give me a second I will send you an email but you can just reply. OK. Yeah. Uh give me your model number and password and yeah I will just send it to you right now and you can reply it to me, and let's just do this Talk about for the 12 minutes wait, I will send you that email that I said. OK? Yeah. And what is your number again? And this phone number works, right? OK. Yeah. OK. So just exactly this week and you will I will send you right now in a few seconds. OK? Yeah. Thank you.
07:00
Speaker 1
[silence] let me one second. because now I'm I was I was trying to figure it out on my TV when I was trying to connect it. now it's actually giving me the option to put a password in. It it wasn't even giving me this option before. I don't know what the heck is going on. Let's see. How do I know if if my if my router is no longer um compa well I guess not compatible but um just like out of like how I I guess my question how how often should I be upgrading my router? Uh-huh.
08:00
Speaker 2
I was like the first time you go to Fife live. Um, it depends on the type of use that you're using them on how like if you have like needs, advanced uh...
08:00
Speaker 1
Got that model? Uh huh. Won't be able to help me much, huh? [silence]
09:00
Speaker 2
um... it's already out of warranty, um, linksys uh, are no longer providing, um, uh, free technical assistance to this, okay? Um, there's no, um, complimentary phone support. But, actually, we do have different options if the device is ready out of warranty, you can, um, like, take full advantage of our AI tool, that can give you also instructions how to resolve any problem you've encountered today's, um, linksys. And our second option is, our one-time, non-refundable technical support, that will last up to 60 minutes of troubleshooting, and this is our paid Connect service, where I can walk you through on how to troubleshoot or check the, um, internet on your router, okay? And it will cost you for $15.
10:00
Speaker 1
Yeah. No, I'm going to go ahead and uh try to proceed to getting a different router on here. I'm I'm just going to, yeah, because this apparently, I mean if the router's not even picking up the troubleshooting, I've done everything on the app. Uh, you know, of course we set it multiple times. It doesn't have a lot of lighting on this to where I know whether if it's a green light or a red light and you know the the process is actually going forward. You know, I'm kind of just guessing and waiting on it to do something. But then again, there's not a lot of, you know, different signal lighting on the device. So I think I'm just going to go ahead and try to go purchase something more upgraded to that. I mean, cuz it it if it's my, my internet
11:00
Speaker 2
Okay. And in any case, if our device is defective, there will be no refund or replacement. So which options would you like to proceed, ma'am? Mhm. Mhm. Okay. There'll be no problem.
11:00
Speaker 1
My internet is working and my internet provider, on their end, they're telling me I have a signal. It's just, you know, obviously I need to figure something else. Okay. Thank you very much. Bye.
12:00