V2 Rubric Detail — efc6de70-76e0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 13:13
Duration
9m 2s
Contact
Jim Buhl
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135763
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.9/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall65.1% (-12.9)

V2 Grader Summary

The agent provided technically accurate information regarding LED status and factory reset behavior. However, the agent violated the OOW best-effort standard by explicitly stating they could not provide technical assistance due to the warranty status, despite subsequently offering basic steps. The issue remained unresolved at the end of the call.

V1 Case Analysis

Customer reported blinking blue LED on E8450 router (out of warranty). Agent explained LED meaning, suggested power-cycle of modem/router, and offered to email reset/reconfiguration instructions.

Troubleshooting Steps
  • Identified LED status and explained its meaning.
  • Suggested power‑cycle of ISP modem and router.
  • Offered to send reset/re‑configuration instructions via email.
Key Observations
  • Agent correctly identified the meaning of the blinking blue LED.
  • Agent stated the device was out of warranty but still provided basic troubleshooting steps.
  • No verification was performed to confirm whether the power‑cycle resolved the issue.
Positive Highlights
  • Clear, accurate explanation of LED behavior.
  • Provided appropriate next‑step guidance (power‑cycle, reset instructions).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Agent said they could not provide technical assistance because the router is out of warranty, yet proceeded to give troubleshooting steps (mixed messaging).
  • Agent did not ask whether the customer had already attempted a power‑cycle before recommending it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent suggested power cycle and reset but did not confirm resolution; customer did not report success, and issue remained unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent identified blinking blue LED and ISP, recommended power cycle, but skipped key diagnostics like checking WAN status or IP assignment, relying on generic steps.
R3 Not Met Correct resolution path conf 95%
Agent stated they 'cannot provide you any technical assistance' due to OOW status, contradicting OOW best-effort standard which requires troubleshooting even if no RMA is offered.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent recognized blinking blue light and asked for ISP, but failed to ask about recent outages, modem status, or perform logical narrowing of root cause.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools (e.g., remote access, logs) were available or necessary; agent used appropriate verbal diagnostics for a basic connectivity issue.
T3 Met No misinformation conf 97%
Information provided—solid blue = online, reset restores default SSID/password—is factually correct per KB documentation (universal_factory_reset.md and universal_password_login.md).
Communication
C1 Partially Met Clear & professional language conf 87%
Agent followed process and stayed on track, but failed to set clear expectations about paid support, creating ambiguity about what help was available.
C2 Met Confirmed understanding conf 93%
Used plain language, confirmed understanding, and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent collected serial number, created record, offered email instructions, and did not transfer—demonstrated ownership despite OOW limitation.
O2 Partially Met Proactive follow-through conf 87%
Promised to send reset guidelines but gave no timeframe or confirmation of delivery, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed—issue was basic troubleshooting within agent scope, even if OOW; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Met Customer effort minimised conf 93%
Remained polite, acknowledged customer’s effort, and expressed willingness to help despite limitations.
X2 Met Tone & rapport conf 92%
Matched customer’s conversational tone, paused appropriately, and checked comprehension on reset implications.
X3 Met Overall experience conf 91%
Avoided repetition, summarized key steps, and offered to email instructions—reduced customer effort effectively.
Call Transcript18 turns · 18 lines
Speaker 1
[silence] Hi there. I'm having issues with my possible with my internet connection right now and I'm wondering um if you can just tell me well I don't know if you need the serial number first or the model number but.
00:00
Speaker 2
welcome to links history support. To ensure quality service, your call may be monitored. For in warranty products our support team is available to help you 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. 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. Thank you for calling links history support. This is eyes how can I help you?
00:00
Speaker 1
Yeah. [sir] yeah, one second. Well, being that a small. and one second let me try to take a picture of that and blow it off. No, that was last night. Okay, the serial number is 3 8 D as in Delta 1 0 M as in Mary.
01:00
Speaker 2
Can you tell me first the serial number of your Linksys router so we could check first?
01:00
Speaker 1
51. C is in Charlie, 0 0 6 9 0. Yeah, correct. Fifty, sure. Correct. Well, it comes as a pair. I believe it has like an extender that comes with it.
02:00
Speaker 2
All right. I'll repeat again. The serial number is 38D for Delta, 10M for Mike, 51C for Charlie, 00690. Does that go right? [silence] So your Linksys router is model E8450. And this is the only router you have or you have other Linksys product? I see. [silence] All right. And you mentioned that its light status is blinking.
02:00
Speaker 1
Yes. For the top like, Yes. Yeah, it's R-O-N. And I called R-O-N already and they said that their their uh unit, I think they call it an O-N-T. And that that is good on their end.
03:00
Speaker 2
uh-huh a blinking blue means uh it could uh be uh putting up or starting up depending on the light behavior of your Linksys router uh it should have a solid uh light if it's uh connected and online but since it's still blinking up till now uh maybe your router got uh lost its connection to your internet service provider may I know who's your internet service provider
03:00
Speaker 1
from what they can tell.
04:00
Speaker 2
speaking of your internet service provider is ARVIG. Yes. Yes. Arvig. All right, thank you. I'll create first a record for you, sir. That all right? What's your full name?
04:00
Speaker 1
Jay-A. I am, yep. Yes. It's J B as in Boy UHL-10111 AA, hey, I figured that. Silence.
05:00
Speaker 2
Freddy. All right. Jim. And what about your email address? All right. J [ BU] 10 11 at a O L.com. All right. Thank you for that, Jim. Now, Jim, I have to inform you first uh, your Linksys router is uh, already out of warranty. Uh, Steve [rass. Uh, this was part of the E series Linksys uh legacy router. And uh, since it's out of warranty, I cannot provide you any technical assistance, but I'm willing to help you with your concern as much as I can.
05:00
Speaker 1
Yeah, no thanks. I was just I was just basically wondering that first question, what that blue blinking light means. And I think you've answered it. So it should be a solid blue if it's working properly, correct? Not that we're aware of. Okay. Okay.
06:00
Speaker 2
We do have er. We do provide technical support, but its will be a paid, er, support service. Right. Uh, I suggest to do uh power cycle on your er er internet box from er er er er er er, maybe you did you encounter a power outage or maybe an internet service inderruption from your internet provider? Because usually that that could be a cause why your lights or your router LED uh blink, uh, the th- the best thing is do a power cycle on your modem box and then your router. And once you do a power cycle, if its still keep blinking [silence]
06:00
Speaker 1
Okay. Yeah, that would be great. Is that with the paperclip thing in the back? to reset. Paperclip. Is that the paperclip to reset it? Yeah. Let me ask you this. If we do that process, does that
07:00
Speaker 2
<start_of_audio> So thinking that you may have to contact again your ISP, if there is really an internet connection, because maybe their internet has a downtime, or if it's not, so we can do a reset and reconfiguration of your router. And since you don't want the paid support, I can just send you an email on how to reset and reconfigure again your router. Is that all right? Um. What do you mean paper? Yeah, you. Yeah, you may need a pointed object or something like that because the pinhole button for the reset button is small, so you may need a pointed object to press and hold the reset button.
07:00
Speaker 1
[silence] Like like will I have to enter in the the name again? You know, okay. Okay. Okay. okay. All right. Yeah, sure. Yep. Okay, I'm going to do that. Okay, thanks for your help. Appreciate it. All right, bye bye.
08:00
Speaker 2
yes, Yeah, you may if you do a reset, then it will revert back to its default Wi-Fi settings, the one that's stated at the bottom of the router's product label sticker. That will be the Wi-Fi credentials, Wi-Fi name and password. It will revert back to that and then you would have to set it up again. So, my suggestion is do first a power cycle, because power cycle sometimes can fix technical glitches. So you just have to unplug it from the power outlet and bug it back. Okay? And I'll Yeah, and I'll be sending you the guidelines on how to reset your router, okay? All right. You're welcome. It's my pleasure, to assist you. Thank you, team.
08:00