V2 Rubric Detail — ef18e5fa-74d7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:03
Duration
10m 49s
Contact
Daniela Aristicabal
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135428
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall5.6% (-50.4)

V2 Grader Summary

The agent failed to resolve the internet-connectivity issue and provided only minimal, generic troubleshooting. They incorrectly claimed the model was unsupported, did not use any diagnostic tools, offered no clear next steps, and did not demonstrate ownership or empathy, resulting in an ownership gap.

V1 Case Analysis

Customer reports EA650 router not routing internet to Wi-Fi devices despite ISP service working. Agent incorrectly claimed device is end-of-life, advised reset and direct modem test, and recommended replacement without verifying outcomes or offering escalation.

Troubleshooting Steps
  • Collected partial serial number (1Y21J7605)
  • Incorrectly identified model as EA6350 (customer stated EA650)
  • Advised power-cycle of router and modem
  • Suggested factory reset via reset button
  • Recommended connecting a computer directly to the modem to test internet
Key Observations
  • Agent incorrectly identified model as EA6350 despite customer stating EA650.
  • Agent falsely claimed EA650 is end-of-life and unsupported, contradicting KB guidance.
  • No verification of WAN LED status, DHCP settings, or firmware version was performed.
  • Agent did not confirm whether direct modem test or reset resolved the issue.
  • No escalation or warranty verification offered despite unresolved issue.
Positive Highlights
  • Agent attempted to collect serial number and customer contact information.
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Incorrectly identified router model as EA6350 when customer stated EA650.
  • Provided materially false information that EA650 is end-of-life and unsupported (KB confirms EA series routers receive firmware updates).
  • Failed to verify completion of reset or direct modem test steps.
  • Skipped standard troubleshooting steps (WAN LED check, DHCP reservation, firmware update status).
  • Did not offer escalation despite unresolved issue and potential hardware fault.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet connectivity; only suggested reset or replacement without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about power cycling and suggested wired test but did not guide execution or interpret results.
R3 Not Met Correct resolution path conf 90%
Agent declared model end of life and no longer supported, then pushed replacement instead of offering best-effort troubleshooting for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause or apply logical process; skipped critical diagnostics like LED status, WAN IP, or admin interface per universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any available tools (remote session, admin dashboard, or guiding customer to local web interface) to verify WAN status, which is core for diagnosing 'no internet' issues.
T3 Not Met No misinformation conf 90%
Agent claimed EA6350 'reached end of life and end of support' and 'no longer receive firmware updates,' contradicted by universal_firmware_update.md which lists EA series as supported for firmware updates via Smart WiFi interface.
Communication
C1 Not Met Clear & professional language conf 85%
Long silences, repeated script fragments, and no clear framing or transition; agent lost control of conversation.
C2 Not Met Confirmed understanding conf 80%
Agent used generic language, did not check customer's understanding, and did not adjust terminology to caller's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent did not take ownership; instead of resolving or following up, suggested customer buy a new router and ended the call.
O2 Not Met Proactive follow-through conf 85%
No concrete next-step timeline set; only vague suggestions to reset or replace the router were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
No escalation performed despite unresolved issue and limited troubleshooting; agent dismissed case due to OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was documented as necessary.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent provided no empathy statements; tone was purely procedural.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to caller's frustration or pace; communication remained static and scripted.
X3 Not Met Overall experience conf 85%
Customer repeated information and was asked to perform steps that could have been verified by the agent; unnecessary friction remained.
Call Transcript13 turns · 17 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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 1 now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
[silence] Hey, this is Daniela. I am trying to call because I do have your guys' router, and for some reason it's not working. Can I hear you?
01:00
Speaker 2
For out of warranty product, paid support option may be available, depending on the issue. Hi, thank you for calling Linksys, my name is Raquel and how may I assist you today? Hmm. You mean of not working, you mean it's not connecting to the internet? The router is not connecting to your internet provider's. Hello? Nayela? Can you hear me fine? Hello, Nayela? Are you still there? Can you hear me? Okay. I thank you, I can hear you now. Do you mean that not working is that the router is not picking up internet?
01:00
Speaker 1
So, the internet, they're picking it up, like the internet is like, I already called my internet server, like, pretty much. and we already did everything. It is working the internet, but the router is not routing the internet to the devices. Okay. Correct. one. Y. 2. 1. J. 7. 6. 0. 5.
02:00
Speaker 2
correct? okay okay so the affected devices are those connecting via Wi-Fi right from the basedische router correct got it and if you could provide me the serial number of your linksys router that can be found at the bottom. correct good All right. Let me make sure I got it correctly. So that's one, four, Why for yellow? two, one J for Juliet. Zero, Seven, Six, Seven, Four, eight. Is that right? All right. Thank you. All right. and the model number showing at the bottom. Is it EA, Six, Three, Five, Zero. Echo alpha. six, three, five, Zero. No problem.
02:00
Speaker 1
Good. Go ahead. Go ahead. Hold on for a second. I don't know where it says that. A650. Yes, it is. Excuse me? It is Daniela Ariztal. What's happening? I S-C-I-C-A-V-A-L.
04:00
Speaker 2
[KEEP_UNCERTAIN] All right, Thank you Daniela and okay and my, I have was your phone number in case we get disconnected, I'll be able to call you back. [silence] All right, thank you and how about your email address? Okay, I'm sorry, it should be email, I'm sorry to cut you off, email address. Uh huh. Uh huh. Uh huh. Uh huh.
05:00
Speaker 1
[silence] Yes. Yes. The spectrum. Yeah, I already tried that and it's connected to the Wi-Fi, but it is not getting any internet connection. There's no internet. [silence]
06:00
Speaker 2
you and while my System's checking the warranty and support of your Linksys router, have you already tried like turning off and on your router and uh internet box from your provider? Okay. And may I know who's your internet service provider? Yeah. And since you already tried turning off and on and there's still no internet via Wi-Fi and we're going to double checking it here, the router is actually a plug and play, meaning it should be able to get internet from the modem right away. Um do you have a computer that can connect wired using an ethernet cable? Okay. This computer is capable to connect using a ethernet cable like an ethernet cable
06:00
Speaker 1
You know.
07:00
Speaker 2
I see. All right. So here is the thing, um, Daniella, just to set the expectation of going back to the model number of your router, it actually reached end of life and end of support, meaning Linksys no longer manufacture this model number and it no longer receive firmware updates or maintenance. This could be the factor that it's not getting internet. And we no longer provide technical support as well for this model. But my recommendation for you is you can try resetting the router by pressing and holding the reset button at the back that... Okay. If uh if ready is that. Um my other suggestion the best way to check the internet because the router's internet is dependent from the modem is by trying...
07:00
Speaker 1
I already, I've been, I've been with that router for like five years now. Five or six years now. If it's been working, since always, it just had an issue. situations go. So everything is connected. I already like the internet is working. All my neighbors had an outage same as I did. But all of them their internet got back. That's why I called spectrum. And they did not, um, I already looked it up, it's like we already did everything, we ended up getting, um, the router not being able to work. The router is not very
08:00
Speaker 2
I'll connect the computer directly to the modem bypass the linksys router if we don't Uh huh. Understand. Okay, cuz you can try like even if if you have no computer, but you you have a TV that can connect using a an ethernet cable, you can actually test the modem. Mhm. Understood. [silence] Okay. ah since I've already reset it, restarted it, and it's the same. And just to give you a head up again that the router has stretched end of support. So it no longer received firmware. So that could be the reason that Oh, the router could be already not working and it's, um, already faulty. But if you're going to buy a router, a new router in just in case, replace the Linksys router, and if it's still showing no internet, so probably it would be the modem. Mm. yes, but again, if you have a new router, if it's still the same, you can make call with your spectrum to check the actual box to internet. Okay? Okay. All right. You're most welcome. take care. free call Linksys and have a wonderful day. Hello, all the yellow up. You may disconnect the call. I'm not allowed to end the call on my end.
08:00