V2 Rubric Detail — fd0dabe0-5fb1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 01:09
Duration
8m 27s
Contact
Derek Charles
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132156
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_No internet connection after changing the modem
⚠ Auto-Zero applied: Discourtesy – agent dismissed customer’s urgent connectivity issue without empathy or troubleshooting, citing out-of-warranty status as a barrier to help, and ended the call with a dismissive tone.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any troubleshooting despite a clear post-modem-replacement outage. Instead, they cited out-of-warranty status and pushed paid support without attempting best-effort diagnostics, violating OOW standards and demonstrating discourtesy. No resolution or meaningful path forward was provided, leaving the customer without internet or support.

V1 Case Analysis

EA8300 router lost WAN connectivity after new Spectrum modem; out‑of‑warranty; customer declined paid support and will replace unit.

Troubleshooting Steps
  • Collected model number, serial number, phone, and email.
Key Observations
  • Agent did not attempt any basic WAN troubleshooting (power‑cycle, WAN status check, reset).
  • Agent immediately moved to warranty/paid‑support options without diagnosing the issue.
  • Customer expressed frustration and chose to replace the router rather than pursue support.
Positive Highlights
  • Accurately captured the device model, serial number, and contact information.
Agent Errors / Gaps
  • Skipped required troubleshooting flow for a WAN connectivity problem.
  • Failed to acknowledge the customer's frustration or provide empathy.
  • Prematurely offered paid support without first attempting free, standard fixes.
  • Did not give any self‑help steps or KB references for out‑of‑warranty customers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; only offered paid support after stating the device was out of warranty.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, check WAN status, verify IP) were performed despite a clear connectivity issue after modem replacement.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to paid support without attempting best-effort troubleshooting (e.g., firmware check, reset, configuration), violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to ask relevant diagnostic questions (LED status, internet on modem, router reset) and did not identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote access, admin login, logs) used; a basic WAN check via http://192.168.1.1 would have been appropriate and necessary.
T3 Met No misinformation conf 94%
Information about warranty status, support.linksys.com, and paid-connect service was factually correct.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, guide interaction, or maintain control; ended call abruptly with 'So which option’s a little bit easier.'
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but did not confirm understanding or adapt to customer’s growing frustration and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case immediately by shifting to paid support instead of taking responsibility for troubleshooting.
O2 Not Met Proactive follow-through conf 96%
No clear next steps, timelines, or follow-up commitments provided; customer left with no actionable path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; the issue should have been addressed at L1 with basic diagnostics.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; ignored customer’s frustration ('thanks for nothing') and provided no acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 95%
Agent maintained a scripted, transactional tone and failed to adapt to the customer’s emotional state or pace.
X3 Not Met Overall experience conf 96%
Customer repeated serial/model numbers unnecessarily and was forced to seek external help due to lack of agent action.
Call Transcript13 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 dot Linksys dot com. Please have your device 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, 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
Like yeah, my [silence] router quit working. [unclear] I, uh, got a new modem, hooked it up [unclear] and talked to Spectrum for several, while almost an hour. Uh, whenever we hook the Ethernet cable into the internet or into the PlayStation 5, it works fine. Um, but whenever we hook it into the router, it just
02:00
Speaker 2
Thank you for calling Linksys, this is Karen Lomi Holpi. Okay.
02:00
Speaker 1
doesn't work. So I don't know if maybe it's just old and expired or or what. Yeah, so they connected their modem and they're still having the router issue. Uh, as far as I can remember, this is the first time. Yeah, the let's see where's the model number. Yeah, there's a WP. Oh, there it is. Uh EAA8300.
03:00
Speaker 2
So, there's no internet connection after changing the modem, right? Okay. Let's, before we continue here, have you got Linksys before or this is the first time? Okay, let me just create a record for this phone. Can you have the model number and the serial number of your Linksys device? You can check that at the bottom or underneath the router.
03:00
Speaker 1
21 P0C 688 03 191 Yeah. [silence] Correct. Spectrum. [silence] Nonado
04:00
Speaker 2
How about the serial number? Okay, let me check if I got it correct information. The model number is EA 8300 and the serial number is a 1-2 and is it P for Peter? Then 1-0 C for Charlie 6 8803191. Okay. And who's your internet service provider? Thank you. Right. And could I have also your phone number, sir?
04:00
Speaker 1
41, 8 0 1 2. Derek Charles. Yup. Yup. Right. Aaron. aARO or underscore ACE, ace 19 at yahoo.com. Right.
05:00
Speaker 2
how about your first last name okay Derek so what is dear k again on then last name is Charles the h a r l e s and how about your email address okay again email address is Aaron underscore a one nine at Yahoo.com and your concern right now sir again after changing the modem from spectrum um router is no longer also working but before changing the modem Sir is the internet connection works fine on your router
05:00
Speaker 1
My son said, it went out about one, 15. He was home today while I was at work. And then uh, a friend of mine came and hooked up to the modem. And whenever they did that, we couldn't get the router back online after that. So it's been down since one 15 today. And I was thinking it was the internet, but it's the modem now because the internet's working. Okay, so do I need to put the router back? Oh.
06:00
Speaker 2
Okay. But because since that's a new modem, it could be that the settings in that modem is no longer synchronized to the Linksys router. So there's a possibility that you need to re configure the settings on your router since you've got you connected a new modem. Okay. Okay. Okay. So before we start for any troubleshooting, we're going to make sure that the media and adapter and all the connection is correctly layered. Okay. Okay. Okay. Sure, let me just inform you about the status of your Linksys router. It shows it here in our System that your Linksys router is already out of warranty and if your device is already out of warranty, sir, um it's no longer covered with the complimentary technical support. But you don't need to um worry, we do have several options for our out of warranty Linksys devices. Our first option is our AI tool that can be found on our website and that is support.linksys.com. Okay? While our second option is our paid connect service, this is a one-time non-refundable technical support that will last up to 60 minutes. Okay? And there's no guarantee that we'll be able to fix the issue. And after troubeshooting, if we found out that device is defective, there will be no refund options available. Is that clear or do you still have any questions there? Once again, thank you for calling Linksys Technical Support. Have a great day. Sam.
06:00
Speaker 1
I guess I'll get another router cuz I'm not gonna pay and it not work and I don't have any internet here, so I can't use the AI options. So thanks for nothing.
08:00
Speaker 2
So which option's a little bit easier.
08:00