V2 Rubric Detail — f1617b42-7644-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:36
Duration
8m 16s
Contact
Cheryl Avila
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135684
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA7300

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent failed to restore internet connectivity or provide meaningful troubleshooting, instead immediately deferring to warranty status and offering only paid support or replacement. Diagnostic questioning was minimal, no tools or KB were used, and the customer had to repeat information multiple times due to poor information capture. This resulted in an unresolved outcome with no resolution path executed.

V1 Case Analysis

Customer reported no internet on EA7300 (Max-Stream AC1750). Warranty expired. Agent verified power cycle was already attempted; no further diagnostics performed. Offered paid support ($15) or self-help email; customer declined paid support. Advised to purchase Wi-Fi 6/7 router.

Troubleshooting Steps
  • Verified customer had already power-cycled the router and checked cables
  • No further diagnostics performed (WAN status, firmware, reset)
Key Observations
  • Agent confirmed warranty expiration early but did not attempt deeper troubleshooting (e.g., WAN status, reset, firmware).
  • Paid support was offered before exploring free troubleshooting options.
  • Call ended with a recommendation to replace the router rather than a technical fix.
Positive Highlights
  • Collected customer information (name, email) for record-keeping.
  • Provided clear options (paid support vs. self-help email) and set expectations about warranty status.
Agent Errors / Gaps
  • Insufficient troubleshooting: Did not check WAN status, firmware, or attempt a reset despite the customer's clear issue.
  • Confusing price statement ($19,000 corrected to $15).
  • Did not verify serial number/model before proceeding, though they were eventually collected.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity and only suggested buying a new router or paid support.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if the customer power-cycled the router; no reset, LED check, or ISP verification was performed.
R3 Not Met Correct resolution path conf 95%
Agent identified the device as out-of-warranty and offered paid support or email instructions, but did not attempt any best-effort troubleshooting before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Diagnostic questioning was limited to a single power-cycle question; no systematic symptom identification or root-cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, logs, or knowledge-base references were used; the agent relied solely on a brief verbal check.
T3 Partially Met No misinformation conf 92%
Correctly stated the router is out of warranty and no longer receives firmware updates, but gave confusing pricing (“$19,000… $15.00”) and vague replacement advice.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent opened the call, collected info, but had long silences, repeated clarification requests, and did not clearly outline the troubleshooting plan.
C2 Partially Met Confirmed understanding conf 88%
Agent used polite language but did not adjust terminology for the customer’s difficulty spelling and seemed to speak in a scripted manner.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent created a record and offered options, yet did not pursue further troubleshooting or follow-up actions.
O2 Partially Met Proactive follow-through conf 89%
Agent presented two options (paid support or email) and suggested buying a new router, but gave no concrete timeline or next-step details.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the out-of-warranty status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized and used polite language but did not acknowledge the customer's frustration or repeated attempts.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a consistent, formal tone but did not adapt to the customer's difficulty spelling or repeated requests for clarification.
X3 Not Met Overall experience conf 95%
Customer had to repeat name, serial, and model multiple times; the agent did not capture the information efficiently.
Call Transcript18 turns · 18 lines
Speaker 1
we are not getting an internet connection
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's 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 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. [silence] or s technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
Provider said they think it's the router is the issue. Yes. What's the model? Um, a beefmaster okay did you all right all right all right serial number um uh one nine letter T one zero letter s zero lions zero one zero oh oh okay.
01:00
Speaker 2
Got it, ma'am. I do apologize. You don't have an internet connection with your Linksys router. Can you confirm to me what's the serial number for your Linksys device, please?
01:00
Speaker 1
Letter C, letter B, 06020, 20. Okay, I'll say it one more time. Model number. Maxstream AC 1750. Did you hear that? Maxstream AC 1750. And on the back for model number, it says the letter E, letter A, number is 7300. 2019.
02:00
Speaker 2
060 What's the model number for this device ma'am? No ma'am. Okay got it Um Yeah let me check How long have you been using this router?
02:00
Speaker 1
Uh, just today, we wouldn't. We've lost internet connection around noon today. We called the internet provider, we've been on the phone with them this whole time. And they've just now finally said, we don't think it's us, we think it's your router. Call your router technical support number, and here it is. That's why I called you. Yes. Okay. I think it's under my husband's name, Orlando. And from here it sounds like you're speaking, but I just can't make out what you're saying. I think it's under my husband's name, Orlando, or And.
03:00
Speaker 2
Ma'am, if prior to calling, is here, did you experience network outages or power outages, or just the router stopped working? Mm-hmm. Okay. Got it. Is this the first time you called Linksys? Okay. Let me create first a record for you before we proceed and troubleshoot your device. I mean your first name and last name.
03:00
Speaker 1
avula. A V as in victor, eye, L. A. V-U-L-A aviola. A-Z-A-V-I-C-T-O-R-I-L-A okay um Cheryl ch Ehr Y l avula A Z U LV U C T O R I L A Mm-hmm. Yes. Five letters. First letter A. Second letter V as in Victor. And then the last three letters I L A again um there again you want mine or you want the one that's probably associated with account. Mm-hmm ok my email address is Sherry ch Ehr R-I-E Dot.
04:00
Speaker 2
It's okay, ma'am. Since you're the one that I'll, it's okay. Since you'll be the one that I'll be speaking with, gonna create a record for you. Uh, I'm sorry. Can you spell out your last name again for me, please? Got it. How about email address? Your email address, ma'am.
04:00
Speaker 1
Avila, AVF. Fyle, like Charlie Fox Charlie Lima. rr. Spectrum. Okay. Yes, I'm
05:00
Speaker 2
Okay thank you. Again. Who's your internet service provider? Okay. Give me three minutes, ma'am, let me just fill in everything first in the system before I proceed. Thank you. All right. So, ma'am, by the way, have you tried just turning it off, turning it back on the Linksys router? Have you tried that so if there's no yes ma'am uh...
05:00
Speaker 1
I've done that, I have done that. Several times. And plugged it, unplugged it, checked all the cables. Correct. The little blue one, that little blue thing, I've not touched the little blue thing, I've just turned it on and off using the toggle switch and I've plugged it and unplugged it using the cord. Okay. [silence]
06:00
Speaker 2
[silence] but you did not okay but you did not try to click the reset button of the router right okay no okay great so I was able to create a record for you in the system ma'am however based on the records here the warranty of your product has already been expired and just to set proper expectation that we no longer provide free technical assistance for-out-our-warranty devices um however if you insist we can still provide you one time phone support lasting only for 5 uh for 60 minutes so there would be a fee for that and that's 25
06:00
Speaker 1
How many dollars? We should just go get one. Yeah, my husband, suggesting we just go, buy a new router. Okay. And when we buy a new one, it'll come with tech support for a while? Yeah. Okay. That's hard. And we should just talk, right? Oh
07:00
Speaker 2
$19,000. No. Yeah. That $15.00. 1-5. Now, now if by chance you don't want to pay the $15.00, it's okay. We still have a free option for you wherein I can only send you an email on how you can possibly troubleshoot the device for free. Yeah. Um, which one do you prefer? Uh, That's the last option that I can provide to you, ma'am, because your router is part of our first generation router. Aside that we no longer manufacture this device, we don't have any more firmware updates for your router. Uh, yes, ma'am. Uh, what I can highlight is suggest is you purchase the Wi-Fi 6 or 7 router. You can check it by Amazon, Walmart, Best Buy and Star.
07:00
Speaker 1
Okay. Y-F-Y-fi-f-fi-fi six or seven. Okay, thank you very much. Take care. Bye-bye.
08:00
Speaker 2
Yes, correct. All right. You're welcome ma'am. You have a nice day ahead. Okay? Bye bye for now.
08:00