V2 Rubric Detail — daf7ce68-606b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 23:19
Duration
5m 32s
Contact
Demetrios Tarver
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132335
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall73.8% (+29.8)

V2 Grader Summary

The agent accurately assessed the device as out-of-warranty and provided correct technical guidance, including a viable next step via email. Troubleshooting was limited in depth and empathy was insufficiently expressed, though ownership and communication were strong. No escalation was needed, and the customer accepted the self-help path, resulting in a partial resolution.

V1 Case Analysis

No internet access; advised factory reset; sent instructions via email; out-of-warranty, offered paid support. Bypass test not confirmed.

Troubleshooting Steps
  • Asked about router LEDs.
  • Asked if customer connected directly to the modem (bypass test), but did not confirm result.
  • Advised factory reset and reinstallation.
Key Observations
  • Agent correctly identified out-of-warranty status and offered paid support option.
  • Customer attempted to report bypass test result at [03:00] but agent interrupted with repetition of the same question.
  • No model number collected despite being critical for obsolete/out-of-warranty device support.
  • Factory reset advised without confirming whether the issue was actually with the router or upstream.
Positive Highlights
  • Clearly explained warranty status and support options for out-of-warranty device.
  • Provided a concrete next step (factory reset) and committed to sending written instructions via email.
  • Avoided pushing paid support after customer declined, offering free self-help path instead.
Agent Errors / Gaps
  • Did not request or record the router model number (critical for obsolete/out-of-warranty device).
  • Interrupted customer at [03:00] when they began to report bypass test result.
  • Failed to confirm the outcome of the direct modem connection test before recommending reset.
  • Did not create or reference a HappyFox case number.
  • Did not validate that the router was the actual point of failure.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent offered to email factory-reset instructions but did not confirm resolution during the call; issue remained unresolved at close.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about direct modem connection and router lights, but skipped key steps like checking WAN IP or admin interface, limiting diagnostic depth.
R3 Met Correct resolution path conf 98%
Agent correctly identified device as obsolete/out-of-warranty and recommended appropriate best-effort step (factory reset) instead of unwarranted escalation or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet, orange light) and asked about bypass test, but did not logically sequence further diagnostics (e.g., DHCP, firmware, WAN status).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent could have directed customer to check router admin page (192.168.1.1) to verify WAN status, IP assignment, or firmware, which was appropriate and necessary.
T3 Met No misinformation conf 97%
All technical info was accurate: model is obsolete, no firmware updates available, factory reset restores defaults — consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call, collected required info, maintained control, asked relevant questions, and closed with clear next step (email instructions).
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, confirmed understanding by summarizing options, and adapted to customer’s request for email.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up instructions without deflection.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step (email with reset instructions) and confirmed it would be sent post-call, setting realistic expectation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within scope for L1 troubleshooting and customer accepted self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but did not explicitly acknowledge customer’s frustration or repeated efforts; empathy was generic, not personalized.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral, professional tone but did not adjust pacing or emotional tone to match customer’s evident stress and urgency.
X3 Met Overall experience conf 94%
Agent reduced customer effort by offering to send detailed instructions via email rather than requiring real-time repetition or complex verbal guidance.
Call Transcript12 turns · 12 lines
Speaker 1
yes ma'am Demetrius DEMETRIUS last name Tarver Tarver. djtarver04@gmail.com 404-451-3869
00:00
Speaker 2
Welcome to Linksys support. To ensure, 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. Hello, thank you for calling Linksys. My name is Bells. Is this your first time calling? May I have your first and last name? And your current email? And your current phone number, please.
00:00
Speaker 1
I just want just a router journal number is 21 p 11 m 2 c a 0 2 0 2 8 e a 8 3 0 0 uh spectrum um so we've already went through spectrum and determine that the modem isn't the issue for us not being able to access the internet but it appears that we're connected but nothing actually loads
01:00
Speaker 2
and how many links is this device the may have the serial number the model number of this device please who's the internet service provider okay all right and how may I help you with this router okay and is there any lights appearing on this router
01:00
Speaker 1
at the top is only the white solid links is logo and then the yellow uh internet or orange is either orange yellow whichever one I don't know if it's supposed to be or it looks like yellow or orange to me, but we'll just say orange. It happened last night. We reset it. We reset everything. The modem included, uh, went through a whole bunch of different diagnostics to figure out that it's just not the modem, but we have reset it. We've turned it off. We've cut the power. We've reset it multiple times yes, Mom. I've done all that.
02:00
Speaker 2
[silence]
02:00
Speaker 1
say that one more time yeah uh yes Matt IP address on the router yeah we bypass we did it on um a console bypass um yeah we bypass with a lan cable on the playstation and it had worked we were able to access the internet I can reconnect it real fast like [silence]
03:00
Speaker 2
I see. Did you try to connect a computer directly to the spectrum modem? Does it have an IP address? No. Did you try to connect a computer directly to the spectrum modem? Like did you bypass the Linksys router? Did you connect it directly to the spectrum modem? And do you have an access on the internet? Mm-hmm.
03:00
Speaker 1
I would have to unplug the router, but is that okay? Okay, can you send the instructions to my email.
04:00
Speaker 2
Yeah, that's actually okay. Uh, just to inform you, K, that the Linksys router, uh, this is already an obsolete model, which we no longer manufacture. Um, it's already been out of warranty, so any assistance over the phone is no longer for free at this point. If you need help over the phone, you can continue with the paid service. That's a one-time and underfundable support, or I can send you the instructions to your email address for free. You could try to factory reset the router and reinstall it.Uh, sure. Yeah, I'll create instructions on how to factory reset the router. Factory reset means you will make this go back to its original settings. Uh, it's like the first time you purchased it, which you need to reinstall it again, connect it to the spectrum modem.
04:00
Speaker 1
Okay, okay. That'll work. Okay. That sounds good. Thank you so much. Thank you.
05:00
Speaker 2
So you can try that option, since you've already tried to restart and power cycle the router, so that is the last resort. Yes, you can try that, but for any firmware, there's no updated firmware for this, okay? So you may try factory resetting it. Yes, you're welcome. No worries. I'll send the email over after the call. Thank you.
05:00