V2 Rubric Detail — f892acce-7a1d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 16:07
Duration
15m 32s
Contact
Catherine Krauzer
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136193
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.57/5
Overall45.4% (-10.6)

V2 Grader Summary

The agent correctly identified the E5400 as end-of-life and offered a best-effort reset path, but failed to conduct meaningful troubleshooting or use available tools. Despite empathetic communication and adaptation, the lack of diagnostic progression and unresolved internet issue resulted in an Unresolved outcome. Customer effort was increased by reliance on undelivered email without fallback.

V1 Case Analysis

Customer reported Wi-Fi/internet loss after WPS press on E5400 (out of support). Agent advised factory reset and emailed setup guide, but customer did not receive email. Issue unresolved.

Troubleshooting Steps
  • Identified router model as E5400 and confirmed it is out of support
  • Advised factory reset via reset button (10–15 seconds)
  • Sent step-by-step setup instructions via email (twice)
Key Observations
  • Agent correctly identified E5400 as end-of-life and out of support per KB guidance (universal_support_contacts.md).
  • Provided accurate factory reset procedure (hold reset button 10–15 seconds) for E Series routers (universal_factory_reset.md).
  • Failed to verify email delivery despite customer reporting non-receipt, leading to no progress.
  • Did not perform basic WAN/modem isolation steps (e.g., check modem status, power cycle modem) before recommending reset (universal_isp_modem_diagnostics.md).
  • No confirmation of internet restoration after reset advice; call ended prematurely without verifying outcome.
Positive Highlights
  • Correctly identified E5400 model and informed customer it is out of support, aligning with KB guidance (universal_support_contacts.md).
  • Provided accurate factory reset procedure (hold reset button 10–15 seconds) for E Series routers (universal_factory_reset.md).
  • Offered to send step-by-step setup instructions via email, which is appropriate for out-of-warranty support.
  • Confirmed customer could use a tablet for setup after reset, providing flexibility.
  • Repeatedly attempted to resend email upon customer report of non-receipt, showing persistence.
Agent Errors / Gaps
  • Did not verify WAN status or perform modem power cycle before recommending reset, missing a critical troubleshooting step (universal_isp_modem_diagnostics.md).
  • Failed to confirm customer received the emailed instructions before ending the call, leaving the customer without the necessary setup guide.
  • Did not offer alternative methods to deliver setup instructions (e.g., SMS, web link, reading key steps aloud) after email failure.
  • Did not verify whether the factory reset restored internet connectivity, ending the call without resolution.
  • Did not offer or discuss paid support path for out-of-warranty device, despite providing only self-help guidance (universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the router was working again – only sent email instructions and the customer said they still had no internet.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only suggested a factory reset and emailed steps; no diagnostic questions about lights, WAN status, power‑cycle, or ISP were asked.
R3 Met Correct resolution path conf 85%
Agent identified the device as end‑of‑life and recommended an upgrade, while also offering self‑help steps (reset and email guide).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer stating the issue started after pushing the WPS button and that the computer was ethernet-connected, the agent did not ask about LED status, WAN connectivity, or perform any systematic troubleshooting before jumping to a factory reset.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use available resources. The customer explicitly mentioned their computer was 'ethernetted to the router,' yet the agent did not guide the customer to the local web interface (http://192.168.1.1) to check WAN status or connectivity, relying entirely on an email that the customer could not receive.
T3 Met No misinformation conf 90%
The factory reset instruction (10-20 seconds) is consistent with the 'Most Routers' section of universal_factory_reset.md. The E5400 end-of-support status is a product fact. The URL typo 'linksis.com' is an ASR artifact per the Normalization Reference.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent began with a greeting and set a brief expectation, but the call contained long silences, repeated email attempts, and no clear progression toward a solution.
C2 Met Confirmed understanding conf 75%
Agent used phonetic spelling for the email and simple language, but also used some technical jargon and did not fully simplify the process for the customer’s limited screen visibility.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and offered to send instructions, but did not ensure the issue was resolved nor follow up to verify the email was received.
O2 Partially Met Proactive follow-through conf 80%
Agent gave a timeline (“wait three to five minutes for the email”) and repeated the send, but did not confirm receipt or provide an alternative path.
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 warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent apologized for the inconvenience and expressed empathy: “I really need to set an expectation… I do really apologize for the inconvenience.”
X2 Met Tone & rapport conf 80%
Agent used phonetic spelling to match the customer’s pace and repeated instructions, adapting to the customer’s difficulty seeing the serial number.
X3 Not Met Overall experience conf 85%
Customer had to repeatedly check spam and wait for email while the agent did not offer an immediate alternative (e.g., read back steps, resend via chat), increasing effort.
Call Transcript28 turns · 29 lines
Speaker 1
[KEEP_UNCERTAIN] indie. Oh, I'm in distress. I have a linksys modem. Yeah, okay, here's the story. Yesterday, um, my my Wi-Fi went out, my internet, and I thought it was my equipment, but it ended up being the internet company. And I got everything plugged in and I pushed the WPS button and now nothing'll connect to the the router.
00:00
Speaker 2
Welcome to the linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling linksys. This is Renata. How can I help you today? [silence] Okay. So, I totally agree with that.
00:00
Speaker 1
Yep. Yes, United States Catherine Crowder. No, C-A-T-H-E-R-I-N-E ready for a last name? K-R-A-U-Z-E-R, four 197876176 T-O-L-E-D-O, oh C-A-T-2-0-0 to yahoo.com.
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from the United States? Yeah. Can I know your first name and last name, ma'am? So your first name spells K - A - T H R - I - N E. And your last name? Yes. And your call back number? Okay. How about your email? Okay, let me just verify it.
01:00
Speaker 1
Yes Toledo cat. I have one. Do you want to know what kind it is? Okay. The serial number. My daughter's going to read it to you 'cause I can't see really well. Three zero. This is the serial number. Yeah. Three zero. N One. Zero M two one B one three three two five. [silence]
02:00
Speaker 2
Do you have infinity? S for Charlie, O for Oscar, L for Lima, E for Edward, D for Delta, O for Oscar, T for Charlie, A for Alpha, T for Tom, 2002 at yaho.com. And how many links is router do you have Catherine, one. Can you please provide us? Yeah, can I have your serial number? Okay, sure. [silence] I guessed
02:00
Speaker 1
Yes, it's an older one. My internet is Toledo TESLA T-O-L-E-D-O T E S L A 5.0 and 2.4. Toledo TESLA T-E-S-L-A. Mm-hmm. And it's 2.5 and 5.0. Yeah, that's Yeah, it's Toledo TESLA.
03:00
Speaker 2
So, the model number is an E5400. I see. And who is your internet service provider? [silence] So, [silence] So, your internet service provider is... [silence] Toledo. The Toledo Tesla. I guess that's your Wi-Fi name. What I mean is that, your internet service provider, the one you provide to the internet and you're paying monthly from them?
03:00
Speaker 1
They worked fine yesterday
04:00
Speaker 2
Okay, so thank you for that. Um, I see. Now, before we proceed, um, Catherine, I really need to set an expectation regarding of the status of your router. and I do really apologize for the inconvenience, but this product is no longer received software or security updates is no longer eligible for technical or warranty support. So, I highly recommend that it's time for you to do an upgrade or purchase a new one. Yeah, but of course, if you doesn't want to do an upgrade and it seems like the router is working in your end. Uh what I can do is to send you an article or step-by-step instructions in how to set up this router again. It can also feel free to reset this one and follow the instructions to besides the discount. [silence]
04:00
Speaker 1
so reset it on the bottom, that little red button on the bottom, you got to put a pin in and push that down? To factor reset it? And I use, uh we have a phone and a tablet. Will those work? Would any of those work? Go get your tablet. Okay, because my, I have my computer but my screen went out. I'm just having an issue with all this dang on technology. But my screen went out so I can't use my computer and my computer is ethernetted to the router. So if I get my screen on, then I could use my computer, right? [silence]
05:00
Speaker 2
via email. after this call. Yeah, press and hold it for let's just say 10 yeah 10 to 15 seconds or make it 15 to 20 seconds. And I once it's reset, just follow the instructions that I will send to your email for the setup process. You need to use a laptop or computer to set up your linksys router, okay? Yeah, you can use your tablet to set up the router. [silence] Yeah, that's okay.
05:00
Speaker 1
Right. All the tablet will work? All right, she's going to get it. She's going to use the hotspot off her phone to get internet on her tablet 'cause we have no internet. That's the problem. It's saying connected to the Wi-Fi, but it's just saying not connected to internet. Okay, she got it. She's getting it on. Um, so you're sending me an email and I have to follow the instructions in that? Reset the router first and then follow the instructions in the email. Okay. Let me see. I'm getting on my phone and looking at the email and instructions. Please. [silence]
06:00
Speaker 2
You can use it to, your tablet, table to set up the E54. Yeah, of course. You can proceed to set up your Linksys router. After it has a reset. Yes, but make sure to reset the router. Yes. Can we wait three to five minutes for the email instruction.
06:00
Speaker 1
[KEEP_UNCERTAIN] [silence] I have a [silence] link- sys smart WiFi Mailler [silence] that I'm opening. Oh, no. That's to verify my [silence] that's to verify my stuff when I signed up for the app. [silence] Okay. [silence]
07:00
Speaker 2
Hold on. I'm still working with that. [silence]
07:00
Speaker 1
Sorry, I can't understand what you're asking. Could you please repeat or clarify? Press WPS if you want to connect to the network, and then reconnect to the network again.
08:00
Speaker 2
um, no, it won't affect because the WPS button is to connect to wireless devices. Doesn't have any connection such printer, a device that has the WPS button also. And I actually sent the instructions to your email, um, Catherine at Let's Check.
08:00
Speaker 1
Hold on. Let me check My Spam, okay? What is the. What is the email thing? Oh. Yeah, I didn't get it anyway. It's, uh, linksys...at down...It's not it. Is it? Okay. I'm moving, I'm sorry. I'm looking. I keep refreshing it to see if it comes on.
09:00
Speaker 2
It's an instruction. Step by step instruction. [silence]
10:00
Speaker 1
I haven't got it. You should three to five minutes. I have to wait for.
11:00
Speaker 2
Yeah, but I just sent it. Or I already sent the instructions to your email. It shows. Here are the step-by-step instructions to set up your Linksys E5400 router. So let me just send it again. And please check also your spam or junk. And I sent it twice. [silence]
11:00
Speaker 1
No, no, it's T as in Tom. Yes.
12:00
Speaker 2
Let me just verify your email using phonetics. So it is C for Charlie, O for Oscar. So Toledo cat,
12:00
Speaker 1
I am refreshing. Okay, it says end of support. No Internet connection. All right. We already looked up until 15. All right. I guess, I don't know. I'm going to reset it and then try to follow the instructions. And I can do the smart thing, right? Or is it not supported?
14:00
Speaker 2
okay so I updated your email and sent the instruction can we refresh your email okay yep yeah yeah and you can also feel free to visit our support site Catherine we have links at support.Linksys.com [silence]
14:00
Speaker 1
All right and because I'm doing it on the phone it's not working and loading, right? I gotta be doing on the test. Okay. All right, thank you. You too. Five and a second, Sarah. I think that there's work
15:00
Speaker 2
for the helpful tips and guidance. We have also links to AI agent there that can assist you regarding with your concern. Okay? Yeah, but of course, try to reset the router and follow the instruction they sent to set up your links to prouder again. So thank you so much for your time, Catherine, and have a great day. You're welcome. Bye for now.
15:00