V2 Rubric Detail — fa80725c-7494-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 15:04
Duration
7m 10s
Contact
Noelia Espenosa
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135322
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall21.7% (-38.3)

V2 Grader Summary

The agent collected basic device information but provided no troubleshooting for the flashing orange light or no‑internet condition. No solution, next steps, or empathy were offered, and the call ended with the customer planning to return the router. Consequently, the issue remains unresolved.

V1 Case Analysis

Customer unable to establish internet on EA5400 router (flashing orange LED) when connected directly to wall Ethernet port with no modem. Agent verified out-of-warranty status and offered $10 paid support; customer declined and will return device.

Troubleshooting Steps
  • Collected serial and model number
  • Performed warranty lookup
  • Offered $10 paid support option
Key Observations
  • Customer connected router directly to wall Ethernet port with no modem, indicating possible misunderstanding of network topology requirements.
  • Flashing orange LED on EA5400 is consistent with WAN/internet connectivity issue per KB LED reference.
  • Agent correctly collected serial/model and performed warranty check.
  • No technical troubleshooting was performed despite clear symptoms and accessible device.
  • Customer declined paid support and chose valid self-help path (return).
  • Wall port connectivity issues (PPPoE, ISP registration) were not explored despite being common for direct-to-wall setups.
Positive Highlights
  • Correctly collected serial and model number (EA5400) from customer.
  • Performed warranty lookup and accurately communicated out-of-warranty status and paid support option.
  • Respected customer's decision to decline paid support and return device.
  • Maintained professional tone despite customer confusion and lack of receipt.
Agent Errors / Gaps
  • Failed to diagnose basic WAN connectivity issue: did not ask if wall port is active, if ISP requires registration, or if PPPoE is needed (KB references adjacent_common_wifi_questions.md and universal_firmware_update.md both imply WAN state checks).
  • Did not explain that EA5400 is a router, not a modem, and cannot create internet from a raw Ethernet port without proper upstream configuration.
  • Missed opportunity to guide customer through basic setup: verify cable, check for ISP registration page, or test wall port with another device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never provided a solution to the flashing orange light or no‑internet condition; call ended with the customer planning to return the router.
R2 Not Met Diagnostic thoroughness conf 95%
Only minimal questions were asked (wall patch, modem, serial) and no troubleshooting steps (power‑cycle, cable check, login to router) were performed.
R3 Not Met Correct resolution path conf 94%
Agent identified the unit as out‑of‑warranty and quoted a $10 fee but did not attempt best‑effort troubleshooting that is required even for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked about wall patch/modem and collected serial/model, but did not probe further (e.g., cable status, power‑cycle) nor determine a root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI, diagnostics) were used despite the issue being resolvable with router login and basic checks.
T3 Met No misinformation conf 96%
Information about warranty status and the $10 out‑of‑warranty assistance charge was accurate and consistent with policy.
Communication
C1 Not Met Clear & professional language conf 92%
Agent did not set clear expectations, did not outline next steps, and allowed long silences without guidance, leading to a lack of call control.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and asked for basic info, but did not adjust tone or check understanding of the customer's confusion about setup.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call (no transfer) but did not take ownership of fixing the connectivity problem, only pushed the customer toward a return.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow‑up actions were given; the call ended without a plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy or acknowledgment of the customer's frustration; tone remained purely procedural.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to the customer's confused tone, nor did they check comprehension throughout the call.
X3 Not Met Overall experience conf 93%
Customer was asked for receipt and serial number repeatedly without any effort to resolve the core issue, creating extra effort.
Call Transcript14 turns · 14 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 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. [sound of a click] This may take a moment. [sound of a click] It is processing. [sound of a key being pressed] Hello? [silence]
00:00
Speaker 1
Get help from you guys, because I tried to do it through Amazon, but for some reason it wasn't connecting me to you guys. Um, but I bought a router from Amazon, from this brand, and I'm just a little bit confused as to how to connect it. Um, no, um, like, I already have the the um, like the wall port situation, like, I just needed my own router. And so I bought one off of Amazon from your brand. It's the dual band WiFi 5 router. And I'm just, it's, it's showing up like I have like the WiFi name and like the WiFi password in front of me right now. It's just not connecting. Okay, so it doesn't there's no, um, no lights on it. Sorry. So it's not lighting up. The light on it is no, just flash is flashing for like half an hour now. So I'm not really sure what's going on and how to set it up and how to connect it to the wall port. Okay, so there's no other port anything there. Okay, it looks kind of modern, but it doesn't have any other ports other than the power port and the two Ethernet ports. Okay. And, um, I don't know what to do, how to set it up. Okay. Okay, so there's no LED light or anything next to the buttons. No, no. Okay, so just flashing an orange. Okay. Yeah. Okay. So it's Orange light is on right now, I'm not really sure how to connect it. [silence]
01:00
Speaker 2
Is this in the cell setup or? What is it?
01:00
Speaker 1
The Wi-Fi password is all working for it, but then once it connects, it says no internet connection and all the lights are on and everything. So, I'm just a little bit confused as to why it's not working. [silence] Uhm, the wall is connected directly to the router. [silence] There is no modem. [silence] Yeah. [silence] Um, the [silence] Serial number is 30NNBBWJ [_].
02:00
Speaker 2
You mentioned about, we'll figure that, but you mentioned about wall, is it a wall patch? Uh, is your router connected to a modem directly or that wall patch is connected to a modem? So there's no modem? Got it. Can you give me the serial number and model number of your Linksys router so I know which router we're talking here? I mean, I just need to check.
02:00
Speaker 1
0 104308 a 23231 and then the model number is e time, 5400 Urm, it's Noelia Espinoza. n o e l
03:00
Speaker 2
Got it. What is your first and last name so I can create a record file?
03:00
Speaker 1
um, I'm sorry. Wait, what is this for? No, what is this for? Okay. I mean, I just need help with connecting a computer. No, I actually don't. Because I have a friend in the exact same. Oh, sorry.
04:00
Speaker 2
Got it. What is your email address? What is your email address for documentation? For documentation. That's okay if you don't want to provide it; we're not going to force you to provide it. Just asking. Got it. Do you have a computer in case we do the troubleshooting? Okay. Do you still remember what
04:00
Speaker 1
Sorry. Yeah, Amazon? It was, June 16th. Yeah. I mean, it's on an online thing. I don't know how to get the receipt I guess. [silence]
05:00
Speaker 2
I, I, I already mentioned, ah, I forgot, ah, forget. So when, when was that? S- this year. Do you still have the, the receipt of this? So I can update the warranty. Let me wait, wait, wait, one, one second.
05:00
Speaker 1
Okay, yeah, I. sorry. Uh, oh, okay. Um, I'll, I'll just return it. It's fine. Cause I have a friend that bought the exact same one and said that it's literally all it, all she needs to do is just to plug it in. So, I, maybe I just got a defective one. That's all good.
06:00
Speaker 2
So, I tried to reload my tools right here, and check the serial number again. it's still showing that it's out of warranty, I really need the receipt to update the warranty. The reason for asking is this one... Go ahead. reason for asking is that for out of warranty devices, we charge $10 to assist. [silence] Non-refundable. [silence] [silence] [silence] [silence] I understand. Do you have questions?
06:00
Speaker 1
Um, no. Thank you. Thank you, you too.
07:00