V2 Rubric Detail — f5063a38-6359-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:49
Duration
25m 48s
Contact
Jerri Dover
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-33.2)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer's Wi-Fi outage, citing out-of-warranty status as a barrier to free support—contrary to the required best-effort standard. No diagnostic steps or tools were used, and the interaction lacked structure and empathy, resulting in an unresolved outcome with increased customer effort.

V1 Case Analysis

Customer reported Wi-Fi loss after new modem installation. Agent identified EA5400 as out of warranty, advised factory reset and reconfiguration, offered paid support or email guide. Customer declined paid support; agent agreed to send setup instructions via email.

Troubleshooting Steps
  • Advised factory reset using the reset pin
  • Explained the need to reconfigure the router due to the new modem
  • Offered paid support session
  • Offered to send email with setup instructions for self-help
Key Observations
  • Agent initially misheard and incorrectly transcribed the serial number (e.g., '30 and for Nancy, 1 0 M for Mike, 2 8 8 2 8 A S N') and model (E5400 vs EA5400), causing minor confusion [07:00].
  • Long, unexplained silences and poor call pacing disrupted flow and efficiency [06:00–07:00, 17:00].
  • Agent correctly diagnosed the root cause: router reversion to default settings after modem change, requiring reconfiguration [18:00–20:00].
  • No system-based warranty lookup was performed; status was declared based on assumption [12:00].
  • Agent offered a valid self-help path (email guide) after paid support was declined, supporting operational closure [21:00, 25:00].
  • Technical advice was consistent with the KB for router setup after modem change, including reset and reconfiguration guidance.
Positive Highlights
  • Correctly diagnosed that the router reverted to default settings after modem replacement and required reconfiguration [18:00–20:00].
  • Provided a clear explanation of why the SSID changed and why reconfiguration is necessary [18:00].
  • Offered a free email guide with setup instructions when the customer declined paid support, ensuring a self-help path [21:00, 25:00].
  • Clarified that out-of-warranty status does not mean the router is broken, only that free support is no longer available [16:00].
  • Technical guidance on reset and reconfiguration was accurate and aligned with the KB.
Agent Errors / Gaps
  • Incorrect model identification: stated E5400 instead of EA5400 [07:00].
  • Failed to perform a system warranty lookup; relied on assumption rather than verification [12:00].
  • Offered paid support before providing any free, basic troubleshooting steps [14:00].
  • Excessive silence and lack of call control led to inefficient interaction [06:00–07:00, 17:00].
  • Did not verify internet connectivity or WAN link state before advising reset [18:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Wi-Fi outage; only offered paid support or email instructions without restoring connectivity.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed; agent skipped diagnostics and immediately cited warranty status instead of testing the issue.
R3 Not Met Correct resolution path conf 96%
Agent refused free assistance solely due to out-of-warranty status, violating the OOW best-effort standard which requires troubleshooting for setup, configuration, and connectivity issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask relevant diagnostic questions (e.g., modem/router lights, device connectivity) and jumped directly to warranty explanation without identifying root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., no remote session, no guided speed test, no request to check physical connections) despite the need to verify internet source or configuration issues.
T3 Met No misinformation conf 93%
Technical statements about reset pin, need to reconfigure after modem change, and out-of-warranty policy are factually correct and consistent with documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, lack of structure, and no clear agenda; agent lost control of the call and failed to guide transitions effectively.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but did not adapt to customer confusion or confirm understanding; repeated scripted apologies without personalized communication.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent did not transfer the call but also did not take ownership of the issue; defaulted to paid support instead of providing free best-effort troubleshooting.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending email support and offered paid option, but provided no timeline or detailed follow-up plan for resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue could have been resolved at L1 with proper troubleshooting.
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 89%
Agent expressed generic sympathy ('sorry to hear that') multiple times, but tone was robotic and lacked genuine empathy or acknowledgment of customer frustration.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a rigid, scripted pace and did not adjust to customer’s repeated attempts to clarify or involve a third party (technical supporter).
X3 Not Met Overall experience conf 96%
Customer was forced to either pay for support or wait for an email; no attempt was made to reduce effort by resolving the issue during the call.
Call Transcript41 turns · 41 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. linkcis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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.
00:00
Speaker 1
Yes, I'm having trouble with my Wi-Fi connection with Lynx. It just changed on me, and I was wanting to see what I needed to, how to fix it. Do you need the serial number? 30EN10M16288129.
06:00
Speaker 2
Thank you for calling Lynx. This is Is, how can I help you? I see. I'm sorry to hear that about your Lynx router. May I know the serial number of this product? Yes, [silence] Okay, [silence] I see, [silence] sorry to hear that, [silence] I won't be able to hear you if you are not closer to the router. [silence] No problem, [silence] sorry to hear that, [silence] if that is the case, [silence] I suggest you have the unit check by a technician nearby, [silence] Oh, I see. [silence] Before that, [silence] you may want to reset the router using the reset pin, [silence] so you can try connecting it, [silence] then try to restore it from factory settings, [silence] Sorry, [silence] No problem, [silence] so you will need the reset pin to reset the router, [silence] it will be on the far right of the router, [silence] May I know what router you have, [silence] Okay, [silence] You will need to be closer to the wall where the router is placed. [silence] It will redign. [silence] May I know if you have [silence] Wi-Fi on your device right now? [silence] Is it on the router? [silence]
06:00
Speaker 1
[silence] 28 a a is in Alpham. Yes. Yes. Yes. Yes. Yes. Yes. Yes. I'm not for sure that
07:00
Speaker 2
All right, let me verify again. The serial number is 30 and for Nancy, 1 0 M for Mike, 2 8 8 2 8 A S N, uh, Apple, 1 8 S 2 9 0. Is that correct? So your Linksys router is model E 5400. And you only have this. The model of your
07:00
Speaker 1
Do you want me to check to see, or is that you're saying that's what it is? Okay. Jerry. J-E-R-R-Y. [silence] Jerry. Jerry, J-E-R-R- [silence] I-G-E-R-I, Jerry I.
08:00
Speaker 2
The serial number, December 8th, 5400. E5400. All right. I'll... I'll create first a record for you, ma'am. May I know your name? What's your first name again? All right.
08:00
Speaker 1
They asked me D.O.D. O.V.E.R. D. O. V. as in Victor, E. R. Over.
09:00
Speaker 2
[silence] J for John, E for echo, O for O أنواع and just repeat that, Jerry. J for John, E for echo, R for Roosevelt, I for inch, Jerry. [silence] And your last name, Jerry. [silence] T-O-T-E-R [silence] D for Delta, O for Oscar, B for Victor, E for echo, R for Roosevelt. [silence] All right. Thank you, Jerry. And [silence] your email address, Jerry, is [silence].
09:00
Speaker 1
2 J. J. R. I. Dover is Jerry Dover just like my name just like my name at hotmail.com yes L. J. J. L. I.J. A. Y. telephone company Nella. J. Georgia yes I. J. A. Y. and then silence
10:00
Speaker 2
So it's Charles Jerry Dover at hotmail.com Okay, thank you And may I know who's your internet service provider? ELL
10:00
Speaker 1
jay a y a j a is an Apple white yes telephone yes yes
11:00
Speaker 2
E-L-L-I-J-Y, that's your that's your Internet or provider. I thought it's a place in Georgia. So, LLJTeLLIJTeell phone. All right.
11:00
Speaker 1
Yes. My wife, no, I don't. Why did it just all of a sudden, why did it, I didn't get no kind of notifications or anything and just all of a sudden cut everything off without any kind of uh notifications or anything. I've had this for
12:00
Speaker 2
You have issues with your router, is it disconnected? You have no internet, I see. So jerry, I check on our systems and it shows that your Linksys router model e that model e 5400 already out of warranty because this router is an old classic type router from Linksys and it has a limited one year warranty so this router of yours is already out of warranty so I could no longer provide you any free technical support or assistance.
12:00
Speaker 1
years, it's been more than a year since I've had this. I've had this one for years. Why would it just all of a sudden just get rid of my E5400 model without any kind of notification? [silence] So it came through my, it came through my phone company. That's where it was, it came from my phone company. So would I have to go back to the phone company to get a new
13:00
Speaker 2
Yes. Yes. there's no need for a notification, because when you purchase the router, it's already indicated on the box. And I think when you purchase it, or the seller should have already told you that this product is already, is only good, it's warranty status for one year only. I think the bags are the pamphlet included when you purchase these router, it's already stated that the product only has a limited warranty of one year. But uh,
13:00
Speaker 1
What's the best Wi-Fi router? Where do I purchase a Wi-Fi router? [silence]
14:00
Speaker 2
No, your router is still working. It's just that we cannot provide you assistance, if you want me to help you troubleshoot the issue with your router. Now, if I cannot provide you free assistance, but if you want me to help you troubleshoot your router, you will have to apply for the paid support or paid connect service wherein you will have to pay for me to walk you through the troubleshooting steps guideline because your router is already out of warranty. But if it's no internet connection, I advise that you check first on your internet provider, because maybe it's not the router issue but your internet provider, maybe they have a problem with their site.
14:00
Speaker 1
It, it's not, it's not no, it's not because I've already talked to the uh my internet uh provider, our ETC company. I've talked to them and they give me this number, uh directly to you to to uh see what was going on with it. But you're saying it's out of warranty. When did it when was it out of warranty? What date was it out of warranty? Yes, what date was it you're saying it's out of warranty. What date was it out of warranty? It was out of a warranty in 2020. Uh how's it been working? I mean the the warranty on it was out in 2020.
15:00
Speaker 2
an internet service interruption, or maybe you had a power outage. your router it's 2020.
15:00
Speaker 1
Okay, but it's still a good it's still a good router. Is that what you're saying? It's just the warranty's not on it any longer. How much? How much. How much is that.
16:00
Speaker 2
Yes, the out of warranty. Yes, the out of warranty doesn't mean that your router is not working. The out of warranty means that I could not provide you free assistance on how to troubleshoot your router. That's all what it means for out of warranty. It doesn't mean that your router is not working. It only means that I, myself could not help you troubleshoot the router to check what's the reason why it gets disconnected. I could not provide you free assistance. But if you want me to provide you assistance, you will have to apply for paid support. That will cost you money. If you really want me to assist you, you will have to apply for paid support. That will cost you 15$ per hour.
16:00
Speaker 1
[silence]
17:00
Speaker 2
US dollar. It's a one time non refundable technical support, it would only last for this session, maximum of 60 minutes and there is no guarantee that 15 one five. Yes. And there is no guarantee that we'll be able to resolve your issue because we don't know yet if it's a router issue or it's your modem issue, the one provided by your internet provider or if it's an internet connection. How do you confirm that did you did you connect a computer directly to your modem? [silence]
17:00
Speaker 1
it's not connected my phone. And it was working fine. Why would my just... why would my network just automatically change? It was just Linksys only. And then when it went out, it come up with the that number I gave you the rest of 1-8-2-9-0 on it. It just automatically change change from Linksys to the Linksys with the number on it. And that's when it went out and quit working. Why would it do that?
18:00
Speaker 2
Um, you will have to. Mm-hmm. Okay. All right. So since um you don't see so since uh you don't see the Wi-Fi name. It's uh your router have been uh revert or restart to its default uh settings. So that's why you cannot connect to your internet. Because as you've mentioned you have your internet provider change your modem. So since you have changed your modem, uh it will really uh revert back to its default settings which means you will have to set it up again. Because once you have a new modem.
18:00
Speaker 1
What about the reset start, reset button on the back of it. Underneath it. So you're saying when they put me in a new modem. It interfered with the router then?
19:00
Speaker 2
your router will need to be reconfigured because your router setting was uh based on your previous uh modem so now that you have a new or modem you will have to reconfigure it again and set it up so your router is fine you just need to be set up again or reconfigured oh that's nut oh reset it only reset your router but it will not uh set up your router because if even if you do a reset on your router uh it will not uh be able to connect you to your internet because you still need to set up your router
19:00
Speaker 1
So the new Modem would meet the okay, the new Modem would require new settings for the the router. Is that what you're saying? Okay, hold on.
20:00
Speaker 2
Yes, because your router settings was previously set up with your previous modem. So it's settings is embedded to that modem you have previously. No, what I mean is that your router, you will have to set it up again, just like when you set it up previously with your older modem. Because your router settings were set up with your previous modem. And now that you have a new modem, you will have to set it up again with your new modem. It's like when you change your internet provider. If before, you have a spectrum and you change to your to Verizon
20:00
Speaker 1
Okay, okay. Could you talk, could you tell, could you tell my technical supporter what you just told me about the modem please? Could you tell my technical? [silence]
21:00
Speaker 2
thenn when you connect to your internet you will have to connect to your verizon and not to spectrum because if you connect to your spectrum you will not be able to get any more internet connection because you already have a new internet provider verizon. So that's what happened with your router also. It will not connect because you already have a new modern. now as I've mentioned Jerry your router is out of warranty. So if you don't want to apply for the paid support, I can just send you guidelines to email which is free. Pardon?
21:00
Speaker 1
Technical. This is Jack. Oh. Will you talk to the my links? This is Jerry Dover, 1350 Mountain Road. And um I'm trying to get my links back on and she's telling me because I've got a hello, are you there? Hello? Okay, she's trying to tell me because I got a new modem, it's something's and I was gonna see if she could just tell you about my links. Okay. Are you still there? Hello? Hello? Hello, I'm I'm letting you speak to my technical support, okay? But you said since I got a new modem,
22:00
Speaker 2
Hello? Hello, Jerry. Okay, Jerry, as I've said, you need to set up your router. Yes, so you need to set up your router again.
22:00
Speaker 1
he was telling me because I got a new router I would have to get the links connected back because of the new. Are you telling you you'll have to change the Wi-Fi name and password? Okay. She didn't say anything to me. Okay. Is that all I need to do is change the the Wi-Fi name and password then? Hello? Are you there? [silence]
23:00
Speaker 2
and to set up your router um your um internet provider doesn't know uh the configuration of your router because it's a Linksys product. That's why I've as I've mentioned the only way for you to set up your router is for me to walk you through the steps or through the email support that I'll be sending to your to you.
23:00
Speaker 1
I know. But you was telling. I know, but you was telling me because I got the new modem. I would have to get back with my network provider, my internet provider. Okay, so you're saying all right.
24:00
Speaker 2
Jerry, as I've mentioned to you, your internet provider doesn't know how to set up your link router because it's our product. That's why we have the technical support because we're the ones who assist you to uh set up your router. No, you don't have to go to your network provider because you're uh I mean, your internet provider only supplies you internet. The reason why your router disconnected is because you need to set it up again because you have a new uh modem. Uh it's not it's not the uh uh
24:00
Speaker 1
I know that. Send me the email support please. Thank you. Okay thank you.
25:00
Speaker 2
issue because they only provide you a modem do the thing is that you need to set up your router it's your router that needs to be set up not the modem right so would you like to apply for the paid support if you don't want then I'll just send you the email support all right I'll send you the email support to your to your Jerry so just check your email and if there's you're welcome if there's an issue you can call us back again and maybe you'll apply for the paid support so I can walk you through the steps okay you're welcome thank you for
25:00