V2 Rubric Detail — e6a25c0a-6661-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:23
Duration
18m 13s
Contact
Christopher Belcher
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133227
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent released the call without establishing a confirmed callback time, effectively abandoning the interaction despite promising to return.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent initiated basic troubleshooting but failed to diagnose the root cause, provided technically inaccurate information about LED status, and abandoned the call without resolution or confirmed callback. Critical failures in communication, tool use, and customer ownership resulted in a poor experience with no progress toward fixing the issue.

V1 Case Analysis

Customer reports router Wi-Fi (2.4 GHz/5 GHz) not broadcasting; Smart Wi-Fi portal shows 'router not found'; LED stuck on white. Agent advised power-cycle of modem and router but did not verify result, failed to collect model/serial, and ended call with vague promise to call back without scheduling time.

Troubleshooting Steps
  • Reviewed case and confirmed remaining paid support time
  • Advised full power-cycle of modem and router (unplug for ≥2 minutes)
  • Attempted to verify LED status via customer description
Key Observations
  • No product model, serial number, or customer contact details collected despite being a technical support call.
  • Agent placed customer on hold three times (04:00, 10:00, 13:00) with no explanation, totaling over 13 minutes of silence.
  • Agent ended call at 18:00 without confirming whether the customer performed the power-cycle or if it resolved the issue.
  • No verification of router admin access, web UI status, or WAN connectivity was attempted.
  • LED behavior (white 'Linksys' text) strongly suggests a boot/firmware issue, but agent did not recognize or address it.
Positive Highlights
  • Correctly identified that the customer had remaining paid support time and confirmed continuation of service (06:00).
  • Provided technically accurate initial step: full power-cycle of both modem and router with 2-minute wait (09:00).
  • Repeatedly attempted to re-engage customer after silence (13:00, 17:00), showing awareness of disconnection risk.
Agent Errors / Gaps
  • Failed to collect product model number, serial number, or verify warranty status (critical protocol failure for troubleshooting call).
  • Did not confirm customer's ability to access router web UI or Smart Wi-Fi app before or after suggested fix.
  • Left customer on hold for excessive, unexplained periods (04:00–06:00, 10:00–13:00, 13:00–17:00), severely impacting efficiency and communication.
  • Disconnected call without confirming outcome of suggested power-cycle or setting a specific callback time (failure in resolution and protocol).
  • Did not escalate, document, or create any follow-up mechanism for unresolved critical issue.
  • Failed to interpret or act on critical symptom: LED stuck on white text 'Linksys' instead of solid blue, which indicates potential firmware corruption or boot failure (missed diagnostic opportunity).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved — Wi-Fi remained down, internet access not restored, and call ended without fixing the issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested a power cycle (valid first step), but did not verify model, check firmware, or access router UI to investigate further.
R3 Met Correct resolution path conf 90%
Agent followed standard protocol: initiated reboot sequence as first troubleshooting step for connectivity loss, appropriate for any product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (no internet on Wi-Fi bands) and asked if router was online, but failed to ask for model number, LED status, or WAN IP to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any diagnostic tools — never directed customer to check http://192.168.1.1 or http://myrouter.local despite symptoms indicating router UI access could reveal DHCP/WAN issues.
T3 Not Met No misinformation conf 93%
Agent incorrectly stated the LED was solid blue when customer clearly reported a white light — contradicts KB guidance on LED states; also misinformed about paid support minutes being carried over.
Communication
C1 Not Met Clear & professional language conf 96%
Multiple long silences, abrupt transitions, and uncoordinated call release ('I'll call you back') without confirmed time show loss of call control.
C2 Partially Met Confirmed understanding conf 82%
Agent used basic language but repeatedly said 'sir' without checking understanding; failed to adapt tone to customer’s escalating frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent attempted troubleshooting and promised callback, but abandoned call without ensuring continuity or honoring follow-up commitment.
O2 Partially Met Proactive follow-through conf 83%
Agent mentioned calling back but set no specific time, leaving customer without clear timeline or ownership of next step.
O3 Partially Met Closure confirmation conf 80%
Agent claimed to 'review your case' but did not reference prior reset, model number, or configuration changes, indicating superficial continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and, given that only one troubleshooting step was attempted, escalation was not yet warranted.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer’s frustration, repeated disconnections, or history of unresolved issues — no empathy expressed.
X2 Not Met Tone & rapport conf 94%
Agent maintained robotic, repetitive tone ('sir', 'okay') and failed to adjust pace or style to customer’s stressed state.
X3 Not Met Overall experience conf 92%
Customer had to repeat the same problem multiple times; agent did not leverage case history or reduce steps (e.g., remote diagnostics).
Call Transcript15 turns · 19 lines
Speaker 2
Welcome to Linksys support. To ensure quality. Service, your call may be monitored. For in-warranty products, our support. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com / r/Linksys.
00:00
Speaker 1
hi, yes, I was just on the phone with one of your agents who helped me reset my uh my Wi-Fi, my router network, um because I was having issues. And it's No, it's she walked me through the whole thing, and it got all set up and connected, but now it's back to not being connected again. my Wi-Fi, the 2.4 and the 5 are not broadcasting the Wi-Fi signal. I'm only getting my Wi-Fi through the extender. And I'm back on this [silence]
02:00
Speaker 2
Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can help you today? any and you got disconnected. Okay.
02:00
Speaker 1
Links to Linksys Smart Wi-Fi website and it says router not found retry. So I'm not I don't know. Heck. It was working and then two minutes after I got on the phone third stop working again. Well. Yeah, I'm getting internet. The extender's working. I mean, it's the Linkss the light is lit up and it's, you know, it's getting the Wi-Fi, but somehow when I go to the like on my computer, it says no internet secured on my network. What do you want me to do? It says when I go on my computer, it says no internet secured on the band on the band. and the okay.
03:00
Speaker 2
But you are... Is your router sir, still online? Is it still... Are you still getting internet? Mhm. Can you try checking if you're still connected to the Wi-Fi since you mentioned that you have separated the bandwidth? I see. Alright sir, let me just review your case here, um...
03:00
Speaker 1
That's correct. Felder, correct. Okay. Okay, thank you. [silence]
04:00
Speaker 2
role playing with Mr. Christopher Belcher. Okay, um, let me uh give me at least uh two to three minutes to review your case, okay? Just bear with me. All right.
04:00
Speaker 1
Yes. Okay? Okay. Okay. Okay. Well, I'm only connected to the Wi-Fi from my extender, the 2.4 and the 5.
06:00
Speaker 2
hello sir, thank you so much for patiently waiting. alright sir, i've checked here and it shows that you still have a remaining 30 minutes from the page connect service you have available earlier. so uh we're we're going to continue that one and we're going to proceed with uh troubleshooting. uh but for now, can you tell me um can you tell me if you are connected to the wi-fi?
06:00
Speaker 1
G bands from my router are not connecting. they're not broadcasting. I get a thing that says no internet when I try to connect to either of those. right right. correct. right. that was about two or three minutes after I yeah, I was on one computer. I went upstairs to my other computer to try to reconnect it and it was it was already gone. and I'm back at the original computer. I was doing the troubleshooting the first time and that's not connecting. it's saying no internet.
07:00
Speaker 2
Mm.hmm. to either of those. But you were able to connect to the Wi-Fi, it's just that it doesn't have internet. Okay. So after the you've confirmed earlier that it it does have internet after a few minutes it no longer um provides you internet. Okay. Okay. Okay, after. All right, sir. So let me just mhm. All right sir uh just to [silence]
07:00
Speaker 1
Well, the indicator on my Linksys router is, the word Linksys is, is lit up in white. I don't have a blue indicator., that's always just the Linksys, the word Linksys is, is in white. Okay. Mhm. Oh, of the modem from the internet? Okay. When I do that, it's going to disconnect this call. If I am
09:00
Speaker 2
confirm confirmed again. The light indicator on the device is still solid blue I see. Mmhm. Oh okay. Yeah. Got it sir. Alright. So how about this? Why don't we try, we try a sequence and reboot first and um uh for doing a complex troubleshooting to avoid um compromising your previous configuration. So let's unplug both your modem and your router from the power source and then let's wait for at least two minutes. Yes sir.
09:00
Speaker 1
Sure, because if I it's gonna disconnect my phone, okay? Thank you. [silence]
10:00
Speaker 2
where's where I'll be calling you yeah I'll be calling you back mm alright sir no problem [silence] hello sir Hi sir Christopher. Are you there? [silence] since I'm not getting any response from you, I'll be releasing this call and call and I will be calling you back. All right. So, I'll proceed and disconnect this call and I'll call you back.
10:00