V2 Rubric Detail — d7cbe8d0-5ef6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 02:49
Duration
9m 18s
Contact
Shandra Elsing
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00131978
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8100_Weak signal

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall51.2% (-6.8)

V2 Grader Summary

The agent correctly applied out-of-warranty policy by offering paid support and self-help, but failed to conduct any diagnostic troubleshooting for the weak Wi-Fi issue. The customer was forced to repeat information, and no resolution path was achieved, resulting in an Unresolved outcome. All technical information provided was accurate, and ownership was maintained throughout.

V1 Case Analysis

Customer (Shandra) reported weak Wi-Fi and blinking orange internet LED on EA8100 V2; warranty expired; offered paid support; provided reset KB article; customer will replace router.

Troubleshooting Steps
  • Requested serial number and model
  • Verified model as EA8100 V2
  • Checked warranty status
  • Offered paid-support option
  • Provided factory reset KB article
Key Observations
  • Agent failed to confirm serial number despite two attempts, leading to protocol lapse.
  • No Wi-Fi troubleshooting (reboot, placement, band check) was performed, even though the issue was within basic triage scope.
  • Agent offered paid support early but provided a self-help article after decline, meeting minimal out-of-warranty expectations.
  • Technical advice was accurate per KB, with no incorrect instructions given.
Positive Highlights
  • Correctly identified the router model as EA8100 V2.
  • Accurately communicated warranty expiration date (April 13, 2024).
  • Offered paid support per policy for out-of-warranty device.
  • Provided a valid KB article for factory reset as a self-help option.
  • No technical inaccuracies were found in the advice given.
Agent Errors / Gaps
  • Repeatedly asked for serial number without confirming or recording it correctly.
  • Did not perform or suggest basic Wi-Fi troubleshooting steps before offering paid support.
  • Failed to create a HappyFox case despite collecting customer data.
  • Did not validate or summarize next steps clearly before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the weak Wi-Fi issue; only offered paid support or self-help without resolving the symptom.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps (e.g., reboot, firmware check, signal test) were performed before closing the case.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status and offered paid support or self-help, aligning with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask diagnostic questions about Wi-Fi strength, device location, interference, or node status beyond basic model/serial lookup.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal system to verify warranty status, which was appropriate given the OOW context and customer inquiry path.
T3 Met No misinformation conf 95%
All provided information (warranty end date, $15 paid support, reset option) was factually accurate per KB policies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations about warranty and support options but had awkward pauses and minimal control over flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but relied on repetitive filler ('mm-hmm', 'understand') without adapting to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and offered available paths.
O2 Met Proactive follow-through conf 90%
Agent clearly communicated next steps: paid support, reset procedure, article guide, and option to call back.
O3 Not Applicable Closure confirmation conf 100%
First-time contact with no prior case history or handoff; no continuity required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope for L1 but unresolved due to OOW policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer with polite closings but did not express empathy for frustration or repeated effort.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral, scripted tone and did not adjust pace or style to match customer’s apparent confusion and difficulty.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat the serial number multiple times despite correct initial attempt, creating unnecessary repetition.
Call Transcript15 turns · 16 lines
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, product support is available at the cost to you. Paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two now. Please select from the following options. [silence]
00:00
Speaker 1
Hi, my name is Shandra and I have a Links key system router that is giving me trouble. And I wanted to, yeah, I just wanted to see if you could help me. It's just my Wi-Fi is very weak and I don't know why, but the internet button is, the orange one is blinking and the green one is stable. I don't know if that's normal. I never really take notice before. Yeah. I'm not sure this is the [silence]
01:00
Speaker 2
Hi, thank you for calling. uh, uh, this is my name is Raquel, how may assist you today? hmm. mm-hmm. Mm-hmm. Uh-huh. Right regarding with your Linksys router. Um, let me check. Um, do you mean it's not working with internet? Mm-hmm. Okay, understand. May I have the serial number overboard Linksys router? Um, found at the bottom of it.
01:00
Speaker 1
number, but it's the Linksys: 01036. is that it? underneath the sticker. can you give me a second, please? uh, serial number is S- N- not N as in Nancy, 20M, 12B, 01, 036. sure.
02:00
Speaker 2
All right. That is a default SSID. How about the serial number that has 13 to 14 characters with letters and numbers found at the bottom on the sticker? Yes. Sure, no worries. uh-huh. Okay, I'm sorry, Chandra. Can you repeat the the serial number?
02:00
Speaker 1
No, no, I'm gonna do it, just, um, I'm trying. I'm trying to hold the flashlight and talk to you, but, okay, let's see. S dash N, or slash 2 8N as in Nancy. 20M 1 2 B 0 1 0 3 6.
03:00
Speaker 2
What is it? Okay. All right, Lemme let me make sure I got it correctly. So that's 2 8 N for Nancy, 2 0 M for Mary, 1 2 B for Boy, 0 1 0 3 6. Is that correct? All right, thank you. And just to verify the model number showing there. Is it EA8100?
03:00
Speaker 1
Can you do that again, sorry, E-A-8 100 V2. Yes, correct. Yes. E-L-S is in Sam, I-N-G. P.O. Box 957, Waimea, W-A-I-M-E-A, Hawaii, H-I, nine six seven nine six.
04:00
Speaker 2
Echo Alpha 8100. So model number is it starting with a letter? E for Echo. A for Alpha. 8100. Alright, thank you. And is this your first time calling [silence]? Alright, let me create a record here. May I have your last name? [silence] Alright, thank you. And may I have your email address? [silence] Alright, thank you. And how about an email address.
04:00
Speaker 1
F A N E L S I N G 1@hotmail.com. Yes. Yes. I can, but for some reason, in the last couple of days, I only get. [silence] Okay, looking at this screenshot, this is what I see. I need you to verify that this is the correct address, because what I was told is that, [sound of keyboard typing] Almost done here, [sound of keyboard typing] And the game was revealed at E3 2018 by Microsoft.
05:00
Speaker 2
Address, active email address. All right, let me make sure I got it correctly, so that's your first name, SHAN, then your last name, Elving. All right, thank you. The number one at hotmail.com. All right, thank you so much. And while my system is checking the hardware warranty of your Linksys router, going back to your concern with the low Wi-Fi. Do you mean like you when you are connected to the Wi-Fi, you're unable to open a website or use the internet right?
05:00
Speaker 1
two lines instead of the five. So, it's like a week signal. Um, but I am having. Yeah, I am having some Wi-Fi service. Yes. Spectrum. I don't know that I'm really poor on these kinds of things. I'm not very good. All I know is what I've seen right here is the internet there's a button that has a yellow light that is blinking and a green light that is stable. That's all I I don't know what I got. I sorry very sorry for [silence]
06:00
Speaker 2
Okay. Okay, for the, it's having a weak signal, and maybe it was your internet service provider. All right, and upon checking it here, your router has two Wi-Fi signal. I may know which one you're having weak signal. Is it the 2.4 or the one that has five gigahertz? [silence] Okay, no worries. And, okay. For this one, we may need to identify which signal that you're connecting to or connected and has having a weak signal since your router broadcast to Wi-Fi signal. And by the way, Sandra, just to set your expectations going back to the hardware warranty and support of a linksys router. Upon double checking it here, it's already ended. It um ended last. Let me double check it here. um April 13 of 2024. And for out for our out of warranty devices, we no longer provide live technical support over the phone. But if you wish us to uh help you troubleshoot your linksys router with a weak signal, we have this paid support um amounting to $15. It's uh non-refundable troubleshooting session only. If we determine your device is defective and we're unable to fix your issue, no refund or repair would be done.
06:00
Speaker 1
Okay. It's okay. I'll just wait and get a new router. Oh, thank you so much. Yes. That's all. I just wanted to see if you guys could help. I got the number from Spectrum and they don't do, you know, they don't do someone else's router. Oh, thank you very much. You have a great day. Thank you so much. Bye.
08:00
Speaker 2
Would you like to avail this? Mm-hmm. Understand. You can also try like if you wish to troubleshoot on your end, you can try resetting the router. I can provide you an article guide, or you can follow how to reset your router and reconfigure it, and then test again your Wi-Fi signal. If you wish, no worries. And is there anything else that I can assist you with, Linksys? Mm-hmm understand and can check the article guide. And if you wish again to, like, avail with the support, you can contact us anytime, okay? Mm-hmm. You too, welcome. Bye for now. [silence]
08:00