V2 Rubric Detail — d919c8dc-73ce-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:26
Duration
9m 37s
Contact
Jovanie Martinez
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135163
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E7350_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall70.5% (+14.5)

V2 Grader Summary

The agent provided technically accurate guidance regarding power-cycling and factory resets consistent with the KB. While the issue was not resolved during the call, the agent maintained ownership and provided a clear path forward via email. No critical failures or KB contradictions were identified.

V1 Case Analysis

Router flashing orange after reset (post‑storm). Collected serial 023D02795, model E7350. Guided through power‑cycle modem/router, proper reset, and emailed step‑by‑step setup. No fix confirmed.

Troubleshooting Steps
  • Confirmed ISP (Spectrum).
  • Collected serial number.
  • Advised power‑cycle modem (3 min) and router.
  • Instructed proper reset procedure and re‑setup of E7350.
  • Offered to email step‑by‑step guide.
Key Observations
  • Agent did not explicitly confirm the router model before referencing E7350‑specific steps.
  • No verification was obtained that the router was successfully reset and functional.
  • Call contained long silences and filler, reducing efficiency and clarity.
Positive Highlights
  • Collected the serial number accurately.
  • Provided clear power‑cycle instructions for modem and router.
  • Offered to email a step‑by‑step guide to help the customer troubleshoot independently.
Agent Errors / Gaps
  • Failed to ask for or confirm the router model before giving model‑specific guidance.
  • Did not specify the correct reset button hold time (10‑20 seconds) for a full factory reset.
  • Introduced a paid‑support option before confirming the issue was unresolved.
  • Limited empathy and did not acknowledge the customer's frustration after the storm.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue during the call; only offered to send an email with steps. The router remained non-functional at call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent advised power-cycling modem and router, and factory reset, which are relevant steps, but did not confirm whether the customer performed them or assess LED behavior post-reset.
R3 Met Correct resolution path conf 95%
Agent appropriately offered best-effort troubleshooting via email without dismissing due to warranty status, aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified flashing orange light and reset event but failed to ask follow-up questions about modem status, LED sequence, or whether power-cycle resolved connectivity.
T2 Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, logs) were available or necessary; verbal troubleshooting was appropriate for a hardware reset scenario.
T3 Met No misinformation conf 98%
Instructions to power-cycle modem, reset router, and reconfigure are factually correct per KB (universal_factory_reset.md and adjacent_smartphone_wifi.md).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provided next steps and managed flow but had multiple long silences and did not set clear expectations at start of call.
C2 Met Confirmed understanding conf 95%
Used plain language, confirmed understanding of email address, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, and committed to sending personalized instructions.
O2 Met Proactive follow-through conf 95%
Clearly stated next steps: disconnect router, test modem, reset, and await email follow-up with setup guide.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge customer frustration from thunderstorm or failed reset attempt with empathetic language.
X2 Met Tone & rapport conf 95%
Matched customer's pace, used simple terms, and maintained engagement through clear action items.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition; consolidated troubleshooting into a single email, reducing customer effort.
Call Transcript8 turns · 14 lines
Speaker 1
Hey, um, coming to talk about my router after a thunderstorm. Um, [silence]
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. [silence] Thank you for calling Linksys, how can I help?
00:00
Speaker 1
the router, for the Linksys router turned orange, and after that, someone clicked reset reset it, they clicked the reset button, and after that, the the light never turned blue, it's just flashing orange. Uh, Spectrum? Yes, because he told me if it was online, I told him yes, and he told me that it should be working. The serial number is 37A1.
01:00
Speaker 2
ah okay. Who is your internet service provider, sir? [silence] Spectrum? Okay. Have you already contacted [silence] sir Spectrum to make sure that the modem is [silence] okay, um [silence] since you've [silence] had a thunderstorm? [silence] okay. Because we can [silence] we [silence] um [silence] Can I have you say the serial number first? Let me just double check there [silence] out there?
01:00
Speaker 1
zero two three D 02795. Yeah. Yes. I think the first time, because I wouldn't hear when they clicked I think they just pressed it once. And today I was with the AG assistant and they told me to hold down the button until it turns off.
02:00
Speaker 2
50 right, this is the model number of the, linksys router you have, okay. And how long did you press, or the reset button? Oh, okay. Because what we can do, sir, on this one, if you actually hit the reset button, usually everything that is configured, on the linky said router will be removed, or deleted, so it will revert back to its default wi-fi name and password, so uh, it will disconnect to the internet, until you set it up again, to create a new connection with your internet service provider however um, just to set your expectation, usually if there is a huge um, thunderstorm. That disrupts the [silence] Okay. thing, but we will walk you through with the entire process, do a hardware check, and then help you with the set up so it will reconnect back to your internet service provider. But we have to make sure first that we can isolate the modem so it won't waste the $15 that in case you will proceed. But if you don't want to go through that path, which is okay, I can send you an email step-by-step that you can follow first to try and troubleshoot the E7350 like how you can properly reset it and then set it up again. I can send it to your email for free and then just in case it won't still connect using the steps that I'll be providing the email, then you can give us a call back. We can proceed with the paid connect. So, which option would you like to proceed, sir? Email first. Okay. Um can I have the can I can I have an email address that I can send it to?
03:00
Speaker 1
uh, yes, it is uh Giovanni Martinez? [silence]
07:00
Speaker 2
That is I.T.Z... That's B for Bravo is right? then AJO V123 at Yahoo comm... Gmail... Okay. First name and last name. you want? Giovanni. Okay. So do you have also a computer sir, that you can use? It would be best if you can check the modem personally. Do you have a computer? Okey so better sir disconnect the linksys router first before you do any reset disconnect the linksys router connect your computer after sir you connect your computer turn off the modem for at least three minutes after three minutes turn it back on wait for the modem to stabilize if you think that the modem is online then you can then you can check if your laptop can get internet connection connected to the modem. If it can get online connected directly to the modem then connect back the linksys router and then turn off again the modem wait for three minutes turn it back on then do a reset and then set up the E7350 okay? Alright So give me sir maybe three to five minutes after this phone call, let me personalize the email, so at least it will be easier for you to follow the step by step. Do you have any additional concerns or questions? Okay, all right. If anything else, just give us a call, okay? You're welcome, sir. Have a good day. Take care. Bye, bye. Mhm. Mhm.
07:00