V2 Rubric Detail — e7e251f8-5f84-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:46
Duration
34m 24s
Contact
Lex Barnett
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132115
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wi-Fi Not Broadcasting

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp2.86/5
Overall54.1% (-3.9)

V2 Grader Summary

The agent accurately conveyed the router's EOL status and offered valid options, meeting technical accuracy and ownership standards. However, core troubleshooting was incomplete, communication lacked control and efficiency, and no concrete next steps were established, leaving the issue unresolved despite correct technical framing.

V1 Case Analysis

Customer (Lex Barnett) reports Wi-Fi radio stopped broadcasting on EA9700; Ethernet works. Out-of-warranty router; agent offered paid support, suggested power-cycle and hard reset, and agreed to email steps.

Troubleshooting Steps
  • Confirmed Ethernet connectivity and speed.
  • Attempted to access router admin page (192.168.1.1) – no response.
  • Suggested power-cycle of modem and router.
  • Discussed hard reset as final option.
Key Observations
  • Agent struggled to capture the serial number clearly, leading to uncertainty in device identification.
  • Call contained excessive filler, long silences, and poor control, reducing efficiency.
  • Agent correctly identified the router as out-of-warranty and presented paid-support options.
  • Customer email was spelled phonetically (L-E-X.B-A-R-N-E-T-T) and should be captured as lex.barnett.
Positive Highlights
  • Acknowledged the customer's frustration and expressed understanding of long-term device use.
  • Accurately informed the customer about end-of-life and warranty status.
  • Offered to email detailed troubleshooting steps and a paid-support option.
  • Correctly advised against immediate hard reset due to impact on other users' connectivity.
  • Provided accurate general guidance on power-cycle sequence (modem and router).
Agent Errors / Gaps
  • Did not obtain a clear serial number or verify warranty status in the system.
  • Provided no specific Wi-Fi radio troubleshooting steps (e.g., LED status check, radio reset via button).
  • Poor call control with repeated filler, long silences, and lack of concise guidance.
  • Failed to set a concrete follow-up or callback time.
  • Spoke over the customer multiple times (e.g., [21:00], [24:00]), disrupting flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not restore Wi-Fi or access; only offered replacement, paid support, or future hard reset without immediate resolution.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent suggested power cycling and acknowledged hard reset as an option, but skipped key troubleshooting like recovery key or admin login verification.
R3 Met Correct resolution path conf 92%
Agent correctly identified EOL status, explained support limitations, offered paid-connect, and recommended upgrade — aligning with OOW best-effort standard by providing actionable paths.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (Wi-Fi not broadcasting) and asked about reset method, but did not probe admin password, recovery key, or firmware state.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not use remote tools or request recovery key reset, but appropriately relied on verbal diagnostics given customer’s ability to test wired connection and describe symptoms.
T3 Met No misinformation conf 96%
All technical statements — EOL status, hard reset consequences, paid support option — were factually correct and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent framed the interaction and attempted structure, but long silences, fragmented responses, and lack of clear transitions disrupted flow.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language and acknowledged customer’s history, but inconsistent comprehension checks and disfluent speech reduced clarity.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent created a case, stayed on call, explored options, and did not transfer — demonstrating ownership despite unresolved outcome.
O2 Partially Met Proactive follow-through conf 84%
Agent offered to email troubleshooting steps and discussed future hard reset, but no specific timeline or follow-up commitment was set.
O3 Not Met Closure confirmation conf 88%
Agent referenced prior contact vaguely but did not use or confirm any documented history, re-asking basic info unnecessarily.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope (OOW troubleshooting guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed understanding: 'I totally understand where you're coming from,' showing empathy for customer’s frustration with aging device.
X2 Partially Met Tone & rapport conf 83%
Agent maintained tone but failed to adjust for customer’s confusion and repetition, missing cues to slow down or rephrase.
X3 Not Met Overall experience conf 91%
Customer repeated serial number multiple times; agent failed to confirm accurately or reduce effort by guiding with partials.
Call Transcript62 turns · 65 lines
Speaker 1
Yeah, I've got an AE 9700. It's an old router, but it's been a good one up till today. [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 [silence] for assistance press one now for out of warranty products paid support may be available depending on your issue [silence] to hear more about your [silence] please have your device's serial number [silence] and contact information ready if unavailable kindly call back later [silence] [silence] Hi, thank you for calling Lynx, this is Technical support my name is Dylan how can I help you today? [silence] [thanks]
00:00
Speaker 1
Okay. Well, the whole, the whole issue started today. And I was going to go ahead and, and move the router from the, from the network rack to the top of the network rack so I could get a little bit better signal. And I had, I had purchased two brand-new, uh, Ugreen, uh, uh, ethernet cables, Cat8. And, uh, and so I changed it all and put it up on top of the rack. And, uh, and it was good. It had, uh, had good signal. And, uh, it improved by a couple points anyway. And, uh, I went in on the PC and, uh, when I did, I was going to, uh, go, you know, the number, the 192 168.1.1. And, uh, so I, I went in to check it out and it wouldn't allow me to go in.
01:00
Speaker 2
let's see the problems with your AI 9700. If it's staying at the desktop screen, or turning off when you play games,
01:00
Speaker 1
There was a, there was a notification in the upper left-hand corner of the screen from Lynch's and said something about Wi-Fi 7. Of course, I disregarded that because I don't have a Wi-Fi-7 router okay? So, I, um, I, I, like I said, I was getting, I was getting good, uh, connection. I was getting 900 and something down from, uh, on, on, on my ethernet on my PC and, uh, then, then I, uh, I, I went in and I went in to reset the router because I thought, "Well, maybe that's the problem and I can't connect with, uh, with Lynch's. With my router. And so, I, when I did that, I, uh, I lost my Wi-Fi." [silence]
02:00
Speaker 2
mmhmm oh sorry what was the last action you did?
02:00
Speaker 1
the, first thing that I did was I went, I, I went in and I reset. I, I turned the router off and I turned it back on again. And then I went back to the PC and I, I, I tried to log in again, which I could not. And, uh, then, uh, I lost, I lost the, the Wi-Fi part of it because I have, I have a, uh, a Google speaker on my, my office desk. And I, I asked it what time it was. And it said, I can't connect with Wi-Fi. So, from that time on, I didn't have any Wi-Fi at all. But I do have Ethernet. Ethernet is good and it's functioning at 944 up and down.
03:00
Speaker 2
mhm oh my god okay, so uh, technically, sir, you have an ethernet cable you It's directly connected to the router, okay? Mm-hmm. Router. Mm. Uh-huh.
03:00
Speaker 1
uh changed out several times because because I you know uh've moving things around the things and I've never had this problem but the third one goes from the switch back it it goes it goes into a another part of the house and goes to an eight port switch okay so that's the third one that's plugged in and everything else is is vacant there's nothing else plugged into it I I mean I I mean I I've I've had this router for a long time and I and uh I've never had any problems with it with it losing uh losing Wi-Fi uh but like I say Wi-Fi is gone um I I've got a whole bunch of um of home um automation things you know, bulbs and switches and and uh things of that sort so it if you go to the um if you go back to the uh um like on my phone on an iPhone
05:00
Speaker 2
Mm-hmm. OK. Oh, you mentioned, sir, there's internet if it's connected hardwired. It's just that the Wi-Fi doesn't have broadcasting.
06:00
Speaker 1
Like, the internet is, is, uh, is fine. And I've, I've tested it on my television. I, tested it, uh, I get 975 down and up on my TV. So, I know that it, the, the router is functioning properly when it comes to Ethernet. But it is not. It is not on Wi-Fi. Wi-Fi, uh, if you, if you go to Wi-Fi and you, check it on my phone, it says not available. Okay. Okay, I did not do a hard reset. All I did, basically is I, I've been through several scenarios there. I, I went back and I, I unplugged the router. I, um, I, I turned off the, uh, I unplugged the, the, um, uh, the fiber modem. And my router does not take anything but fiber.
07:00
Speaker 2
Hmm. Okay. Yeah. Not on W- Wi-Fi. Not available. And you've mentioned that you did reset it. How did you perform a reset? Okay. Soft reset. Yeah.
07:00
Speaker 1
modem, okay? And after resitting those two things, I just plugged it back in again and then uh thinking that after several times that I didn't get any response, I just unplugged the whole system. I unplugged everything from the network rack. I unplugged the uh uh uh uh surge protector, the uh uh well just the whole scenario, the the the network switch, the everything, just like if you if you get out of power outage. And then I plugged it back in, waited, and sure enough. But it it it kind of it was kind of odd because like I I take it back a few steps because what it did when I when I initially had the router up on top of the uh the uh network rack, I came back in here to my office. And everything was working. The wireless was working. The, uh, the, uh, ethernet was just fine. Uh, and everything was fine, except for the fact that it would not connect with, with a Linksys. So when I would put in the 192.168.1.1, it would just, it would just sit on the, on the browser screen and do nothing. And then eventually a, a pop-up would come up from Linksys. And it would say, if you're doing, uh, doing something with, uh, uh, seven, and of course, like I said, the router is not capable of, uh, seven. So I just disregarded it because I, I looked up there to see what it said. And it said, if you're having trouble connecting, it's because of this network seven. And, uh, and that was the whole scenario. That was, that was it.
08:00
Speaker 2
since she hasn't conceded. I offer my expertise here. because he has a compas- he has a competition fore- or friend who should be friends with well I heard say
09:00
Speaker 1
Everything was working wireless and Ethernet. But then after I went back in and I I tried turning the router off and turning back on it just somewhere along that line it lost the wireless capability totally. So Mmm. Yes. Yes. Yes. Let's [silence]
10:00
Speaker 2
Mm-Hmm. Okay. Okay. Okay. OK. Uh-huh. Uh-Huh. OK. I see. Alright, sir. I totally understand where you're coming from right now. I have notated everything here on my end and um, for me to be able to proceed further, I need to run some verification with you and I'll be asking you a few questions about the uh uh Linksys router that you have right now. So, okay. So, I believe I believe this isn't the first time you've called us, right? But I believe you called us way back before. Okay. So, if that's the case, sir, let me just create a quick record here. Uh, starting with your full name.
10:00
Speaker 1
Lex last name is Barnett. B-A-R-N-E-T-T. Mm-hmm, yes. Email address is the same as my name. L-E-X.B-A-R-N-E-T-T. That's correct. I don't even know where to find it, but I'll go see if I can I can look it up. Okay, hold on and I'll get that for you.
11:00
Speaker 2
All right, so that's Lex Barnett, and how about your email address? Sure, Lex. All right. And let me also verify your phone number. It's 270-4214-566. All right, sir, thank you so much for that one. And now, can you provide me the serial number of your EI 9700? You can find it underneath the Linksys router, sir.
11:00
Speaker 1
Yeah. what what do you gotta get? I'd have to get the the serial number uh, and links us uh, rod, uh, probably have to have a flashlight in order to do that.
12:00
Speaker 2
All right, sir, no problem. [silence] and and did you try resetting the router? [silence] [silence] [silence] like, if you buy a brand new phone or buy a new one.
12:00
Speaker 1
are you there? okay, I got a serial number, one, looks like eight R10 six zero.
13:00
Speaker 2
Am I talking to the internet? And can you also put consider a lockdown die be internet table? That is running from the main are they're ready for the in the clothes. Is it one is it on? of the month. Yeah, yeah.
13:00
Speaker 1
Three. Um. Eight. 3 8 0 0. Uh huh. Yeah. 8 3. Okay, hang on. 1 8 r one zero six zero three.
14:00
Speaker 2
Okay. Sir, let me just repeat that one. It's 18R for Romeo. 106, 038300. The first option here now is that you can reach us with the mouth by a book of your options. Hmm.
14:00
Speaker 1
B806. I'll believe this is 6. 604. Okay. That looks like it. That's incredibly hard. Oh, gosh.
15:00
Speaker 2
[silence]
15:00
Speaker 1
Internet Service Provider here in Franklin, Kentucky, I think it's called a, hang on a second, I'll find out for you. Hello? What's, what's the name of the, okay, hang on just a minute, okay? This is the guy from the electric board. Okay. It's about the electric, it's electric board. That's what the name of the internet company is here. Okay. I don't, I don't, I don't, I don't, I don't, I don't, I don't, I don't, I don't, I
16:00
Speaker 2
and I may also know, sir, who's your internet service provider? Okay, so you have actually EA 9300. Electric board.
16:00
Speaker 1
[silence] Pardon me? Thank you so much. no it's uh it's called electric board. What's it called? The internet company? It's it's it's the part of the electric company here. I think it's called Franklin Electric Board EPB EPB fiber. Thank you.
17:00
Speaker 2
Is it service electric cable? Is it service electric cable? Electric board OK well uh Franklin EPB OK I found it electric power board all right um What's the broadcast time? Uh All right so um
17:00
Speaker 1
"Mr John, you're on. thanks it was possible I was it's been quite a struggle today just worked out. Thanks. Yeah, it's fine" [silence] "mess up a ticket. [silence] again, thanks very much" [silence] "I've got someone else to go now. All right"
18:00
Speaker 2
sir Lex I've already created a record of you here and I checked here your link is router just to set your expectations. So Lex the router that you have right now is actually already part of our end of life devices and by next month this device will no longer be supported as well. So technically it will be part of our end of support products by next month and with that being said we'll soon be no longer providing any assistance for this router. But anyway looking at here you you are indeed right. It's been quite a while since you've been using this router and um unfortunately sir for out of warranty devices we no longer provide a free troubleshooting assistance over the phone. However uh
18:00
Speaker 1
what line did you have before that? I took it on honey, even though, uh, I've already done that now. Hmm Yes, yes, I've already done that. I've done that several times. In fact, I I like I said, I I unplugged, I unplugged everything and and powered it back up. So yeah, that didn't help. Hmm
19:00
Speaker 2
We do have an ongoing support through our paid connect service for a one time fee of a $30, which you might want to consider. But still, it's not a guarantee that it will resolve your issue. Um, but for now, we can, if, we can try to like, uh, do a sequence reboot on your network. So we're, uh, we we can actually try on unplugging both your modem and your router from the power source and then yeah, wait for at least two minutes and plug it back in sequentially. You have done that? Okay. Okay. All right. Mhm. But that that that was that time. Okay. All right, sir.
19:00
Speaker 1
I know yeah. Yeah. Well, uh, you know, in the past, uh, I would say in the past two weeks,
20:00
Speaker 2
So, um, as for this one, sir, I can send you uh, an email for the troubleshooting steps that you can perform further, if, um, uh, yeah. If you're not going to opt in with the paid connect service, um, um, also, I will provide you more troubleshooting steps. Because technically, your only problem is that you're unable to, I mean, the, uh, the Wi-Fi is no longer broadcasting. I, uh, from that, you are unable to access the web user interface. But, uh, I can, uh, walk you through and help you out, you know, in trying to access the web user interface, um, so that I can, you know, identify the error when you're logging into the web UI. Sometimes it, it.
20:00
Speaker 1
I went back through and made sure that all the devices in my list, of course, it's that oval list with the icon of the router in the center.
21:00
Speaker 2
Ahem. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. What does it matter if it's irresponsible? mm-hmm. mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. we'll actually mm-hmm mm-hmm Maybe we'll actually. Mm-hmm. Mm-hmm. Mm-hmm.
21:00
Speaker 1
If you were in my shoes, what would you do? Would you replace the router? I think it's about time to do it anyway. [silence] Yeah. Yeah. Well, it sounds about like time to replace, doesn't it?
22:00
Speaker 2
Um, uh, yeah, if I were, I mean, if you're going to ask me for recommendations, sir, I would really suggest upgrading into a new system. Uh, technically, this router may not be able to keep up with the upgrades coming from your internet service provider. Aside from that, um, you may encounter more issues moving forward, considering that we have already stopped updating its firmware. And also, um, we will no longer be supporting this router by July. Yes, sir.
22:00
Speaker 1
Well, you know, I consider it just a, uh, a, a serious issue with the router because, uh, I, I don't know how many times that I've, you know, we've been down for, uh, because of, uh, power outages and, and, uh, I have, I have moved the router around several times and, and, uh, and, and replace cable and and done a lot uh a multitude of different things and always you were able to just go ahead and turn it back on, and it would go through its boot system, and it would be just fine. And, uh, no, not now.
23:00
Speaker 2
But, well, we... Mhm. Uh... Yes, sir? Mhm. You might need a system, sir, that would work best for your setup.
23:00
Speaker 1
Well, it's not really, it's not really a, a hardcore automation system. In fact, I tell you that there was only 21 devices on it when I checked it last. And that's not bad. That's not, that's, I'm not overworking the router at all. Mm-hmm. Mm. Yeah.
24:00
Speaker 2
[silence]
24:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Well, let me, let me tell you this, that the, uh, the company that I get my internet through gave me a router when they, when they first came here. It was still in the box, still here, and, uh, but I was concerned that about the coverage, you know, because, you know, here I have a tri-band and, uh, and so I decided to just use my own router and opposed to theirs because then it, it was just a little tiny little router that, uh, that, that that was, I think it was just a dual band and, uh, so I used my own Linksys router instead, so.
25:00
Speaker 2
Releasing more powerful and more advanced routers that support uh huh. Uh huh. Um. Disruptive technologies? Yeah. Yeah. That's actually fair enough. sort of yeah.
25:00
Speaker 1
Mm. Mm. Well, yeah. Let me ask you this. Now tomorrow, I can't do anything today because my daughter and my son-in-law, they live in a separate part of the house. so they, they have uh, they have access and uh, I, I don't want to cut their uh, their devices out because right now they have ethernet, but they don't have wifi. So, they probably wouldn't even know anything's, when anything's gone down. But tomorrow on my list of things to do would be first thing to get up and go in and and reset the router, hard reset and uh, see if I get anything back out of it. more of your thoughts on that?
26:00
Speaker 2
Well that's actually that's actually the last resource. [silence]
26:00
Speaker 1
Mm-hmm. Yeah. Well, they, well, yeah. I'll have, yeah. Well, well, being that it's going to, not be. [silence]
27:00
Speaker 2
that we usually do the hard reset, but most of the time it would really help um recover your device and you know, work from um work like it's brand new every time you do a hard reset. You can actually consider that. It's just that um for now, if you wish not to perform that uh because it might compromise the um configuration that was already connected since they're using it and uh well, I would suggest do doing it on a separate day because um it will erase yeah, it will erase your current configuration. So you really need to start from scratch and set it up again.
27:00
Speaker 1
under your plan anymore. And I, I would, I would seriously think about just going ahead and replacing it then. If I start out fresh, that would, that might be the best thing to do. Yeah. Yeah. Well, do you think if I reset the router, that I would be able to uh, communicate with uh, with Linksys again? You know, with the one.
28:00
Speaker 2
of the year man of the year? yes sir yes sir. I would also suggest that one considering that this device is we're actually one of our legacy routers. Considering the age of the router uh um you even though you're going to reset it. It would you would probably would still encounter some issues with the the router in the future. So might as well Well um well okay and sir um as what I've uh mentioned earlier
28:00
Speaker 1
Yeah. Okay. Okay. Uh, Yeah. Well, you have directed me down the road that I didn't want to go down, but uh I guess it comes sooner or later, doesn't it? Uh Yeah, well, it was great. And I just like to say today, when when I went back in and I reviewed it the first time. Uh like I said, I had products. products. wired and so it as soon as it dropped the wired out, it was like to me was the
29:00
Speaker 2
uh, yes, uh, since said, is really, you know, it's really hard, especially when you've been using this router for couple of years already and it's giving you, um, good connectivity. It's really hard. Yeah. Mhm.
29:00
Speaker 1
The router was just, was basically defective and just went out, finally, you know, just died on the, uh, on the wired side, because it's kind of odd, you know. Hmm. yeah yeah yeah well it yeah well it to me it hitting reset but tomorrow and trying to reset it under these circumstances with what you say with with limited access to any kind of service and all kinds of things like that well it all kind of goes over into the trash
30:00
Speaker 2
Even with the Linksys app, they've been rolling out some updates and removing those old models, not old models, but specific models in accessing the router, I mean, the Linksys app, so, yeah, it's, I think it's, it's on their own discretion, yeah, yeah, that's unfortunate, but, well, if you're still going to stick with Linksys routers, or if you're going to purchase Linksys router,
31:00
Speaker 1
Well, I well could you know, if you were in my shoes and I know who you work for. would be what would be the best router that you know of right now? I mean, I've I've been looking I I've been looking myself and I I thought a Asus would probably be the way to go. I I know that. I know that. I know. Well, I I I recommended Linksys to my uh uh nephew the other day and he and he got the uh Veup 7. Yeah, I in 15 minutes everything was all set up and he was all ready to go. And and I thought I thought, well, that's not not like the old days.
32:00
Speaker 2
Well are there then? [silence] I [silence] I could only suggest of linksys routers. [silence] Yeah but the linksys routers are powerful [silence] So they they're very good. [silence] Uh-huh. [silence] Oh yeah those are those are um our latest routers those valo points. [silence] Yeah, actually [silence] and [silence]
32:00
Speaker 1
Yeah. Okay. Well, thanks for your time. And I know which way to go now, because otherwise, otherwise, I would have went in there and hit the reset button tomorrow and and and had more headaches and went through a whole scenario of stuff. And uh, I've been talking to AI all day and AI, AI was was pointing the finger at LyX in the beginning, saying that uh, they've been making changes here and there and uh, some something that's happened. And and I thought, well, it didn't have anything to do with my router losing the the wireless, because if the Ethernet's running and the wireless is is not, I, I would right away look at that router and say, yeah, there's something screw going on. Okay.
33:00
Speaker 2
Yeah. 'Cause they have um, uh, easy setup feature so, Yeah, it can be set up right away. All right. Uh huh. Yeah, sir. Uh huh. Punya. Um, yeah, sir. [silence]
33:00
Speaker 1
Okay. All right. Well, I'll call you back sometime and tell you about how my new uh, ASUS is doing. Okay. All right. Thank you. Bye bye. Oh, all right. Bye bye.
34:00
Speaker 2
I totally, uh, just, so you understand that. Mhm. Uhhuh. Sure sir, we're looking forward to it. Alright sir. You're very much welcome sir, and thank you as well sir. Have a great day. Take care.
34:00