V2 Rubric Detail — 072d5dbc-7ae4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:45
Duration
12m 28s
Contact
Jefferson Bueno
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00136364
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: other cs related concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall3.3% (-18.7)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claiming that the ability to access some sites proved the router was not the cause. The agent ignored the customer's evidence that the site worked on cellular data, and failed to check DNS or Parental Control settings as outlined in the KB, resulting in an unresolved case.

V1 Case Analysis

Customer reported a specific website failing to load in Safari only when connected to Wi-Fi (works on cellular). Agent misidentified the router model as M-RAC-20MS (correct model: MR20MS) and incorrectly concluded the issue was with the Safari server, refusing to troubleshoot router settings. No technical steps were performed. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, and serial number.
  • Verified that other internet services (Netflix, etc.) were reachable.
Key Observations
  • Agent misidentified the router model as M-RAC-20MS (correct model: MR20MS).
  • Agent incorrectly concluded the issue was with the Safari server despite clear evidence of a Wi-Fi-specific problem (works on cellular, fails on Wi-Fi).
  • No diagnostic steps were performed for DNS, firewall, or content filtering, which are common causes of selective site blocking.
  • Agent refused to troubleshoot based on a false premise, violating support protocol.
  • Customer was left without actionable next steps related to router configuration.
Positive Highlights
  • Collected customer name, email, and serial number early in the call.
Agent Errors / Gaps
  • Incorrect router model identification (M-RAC-20MS instead of MR20MS).
  • Fundamentally incorrect diagnosis: claimed issue was with Safari server when evidence pointed to a network-specific problem.
  • Failed to perform any router-specific troubleshooting for DNS, firewall, or content filtering settings.
  • Refused to provide support based on a false premise, stating the issue was 'out of scope' when it was clearly within router troubleshooting scope.
  • Did not follow standard troubleshooting flow for site-access issues: no verification of DNS, no suggestion to change DNS, no check for parental controls or QoS settings.
  • Provided no actionable next steps related to router configuration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'cannot provide you any technical support' and attributed the issue solely to Safari, leaving the customer without resolution or actionable path forward.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken (e.g., testing other devices on Wi-Fi, checking DNS, reviewing blocked sites); agent assumed router was fine based only on Netflix access.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the issue as out of scope without attempting best-effort troubleshooting (e.g., checking parental controls, DNS, or site blocking) despite customer reliance on the connection for work.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to identify the root cause or ask diagnostic questions. The customer explicitly stated the site works on cellular data but not on Wi-Fi, which is a primary indicator of a router/DNS/filtering issue, yet the agent ignored this and blamed the 'Safari server'.
T2 Not Met Appropriate tools / resources used conf 100%
Agent used no tools or KB resources. Per universal_custom_dns.md and spnm_wireless_ui_guide.md, the agent should have checked DNS settings or Parental Controls (Instant-Privacy) to see if the site was blocked, especially since the customer mentioned 'Black site' (blocked site).
T3 Not Met No misinformation conf 100%
Agent's conclusion that the issue 'must be with the Safari server' because other sites work is technically incorrect. Router-level DNS issues or Parental Control filters (as seen in spnm_wireless_ui_guide.md under 'Parental Controls') can block specific sites while allowing others.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to frame the interaction, set expectations, or guide troubleshooting; instead repeatedly redirected blame to Safari without maintaining control of the conversation.
C2 Not Met Confirmed understanding conf 92%
Agent used filler words ('uh', 'well') excessively, did not adapt language for clarity, and made no comprehension checks despite customer confusion and repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent refused ownership by stating the issue was outside Linksys scope and offered no follow-up or internal accountability.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested contacting Safari or using incognito mode, but provided no timeline, ownership, or commitment to further assistance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was not complex or beyond L1 scope—it required basic router diagnostics.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for customer’s work-related urgency, used dismissive language, and failed to acknowledge frustration beyond scripted acknowledgments.
X2 Not Met Tone & rapport conf 91%
Agent maintained a flat, procedural tone despite customer distress and did not adjust pace or engagement level to match emotional state.
X3 Not Met Overall experience conf 93%
Customer repeated information about the issue multiple times; agent did not reduce effort by proactively testing hypotheses or offering direct solutions.
Call Transcript24 turns · 24 lines
Speaker 1
Hi, my name is JT, and I have a question regarding my router. Yeah, so basically, I already called the service, which is Spectrum, for my Wi-Fi. And yeah, cuz basically, I have this, I purchased this Wi-Fi and then they gave me this modem, and then the router, which is LinkSys, something, so. [silence]
00:00
Speaker 2
Welcome to links, this 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.com for more information about your product. Thank you for calling links. This is ice. How can I help you? All right. What is your question? [silence]
00:00
Speaker 1
Oh, for heaven's sake.
01:00
Speaker 2
All right. I'll create first record for you, ma'am. May I know your name? Sir Jefferson Bueno, and your email address, Jefferson.
01:00
Speaker 1
P, pineapple, a, apple, s, snake, T, u, umbrella, and a, apple, bueno, my last name, ciro six twenty one at gmail.com. pascqua, no L's. it's ciro621 at gmail.com. correct. yes, let me check my router. I'm gonna see in a second. so my router, um
02:00
Speaker 2
So it's Jefferson Pasqual, good on 0621. I see. Pasqual. Bueno. Zero 621 at email.com All right, thank you, Jefferson. All right. On your links is rather mannol, what's the Syndio number? [silence]
02:00
Speaker 1
the serial number is it's it's it zero U10M15DB03486 [silence] Yeah. [silence] Yeah, yeah. [silence] no, I don't know this modem. It doesn't say about this modem, but according to the spectrum, the modem is there. So, I think, yeah, I only have this one. [silence]
03:00
Speaker 2
I repeat again, the serial number is 5-0-U for Uniform, 1-0-M for Mike, 1-5-D for David, 03486. Is that correct? And you only have one Linksys or product or there're other
03:00
Speaker 1
I am not ready
04:00
Speaker 2
All right. So your Linksys router is model M-RAC-20MS. And you only have one Linksys product. Now you mentioned Jefferson, that you can access your Netflix, uh other sites. So your internet is working. And your router is also working because if your router uh is not working, you will not be able to access all those sites through Wi-Fi. Now, since it's only uh about your Safari account, I think uh you will have to check on the Safari side. um, check on them. Maybe there's something wrong with their server or with your account. Because if it's a router issue, you will not be able to access all the other sites as well.
04:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay, thank you. [silence]
05:00
Speaker 2
cannot access internet through Wi-Fi, so since there is no issue with your router, I cannot provide you any technical support since I'm only trained to troubleshoot with regards to lynx router and your issue is about the server of your Safari account. So, you may have to contact your Safari account or because it's out of our scope. If it's only about your router, then we can do troubleshoot but if it's your Safari account, but that is outside of our scope. What does it say uh jefferson uh
05:00
Speaker 1
Um, [silence] yeah. I think, [silence] I think it's, it's a software issue because, you know, um, well, I'm, I'm basically and obviously receiving emails from my job and they want me to open a link there, in order for me to accomplish or to finish my job. But, when I click on it, cuz, I'm using an iPad, it prompts me to go to Safari application to load that page. And then it says here, Safari can't open the page because it couldn't connect to the server. And so, um, I use my personal data to just work on it, but I cannot stay like this for a long time. So, I'm just wondering if there's something to do with Black site or something like that. But it says here, Safari can't open the page because it could not connect to the server. But I'm connect [scarble]
06:00
Speaker 2
when you log into your Safari. maybe it's a software issue. maybe the Safari got an update on our software. I see. thank you for waiting. I see. thank you for waiting.
06:00
Speaker 1
connected to the Wi-Fi I didn't. understand yeah Well, I mean. Well, I mean it's been two weeks already.
07:00
Speaker 2
so yeah, you can connect your internet but since uh the message itself uh mentioned that you could not connect to the server then it has something to do with the server itself. So you may have to uh check on Safari if there's some uh or major issue. issue on their side or any kind of maintenance uh issue with their site. Because uh, if it's a router, then there's no issue because you can access your internet uh well and through using Wi-Fi. So it's just, I think it's just the server of Safari or maybe they're down or whatnot. So just check on them or check Google, search on it, maybe there has been uh an issue with their server.
07:00
Speaker 1
I'd, I'd like to ask you a question. I'm not, um, I'm not, I am, I, I guarantee that it's not a server or problem thing or like, like that. I don't heard that. No, I mean, no. No. basically, um, I, I use my phone and my iPad. I'm not able to, if I'm connected to the Wi-Fi, but if I use my personal data, like for Verizon, it, I mean, it prompts me to, I mean, it allows me. So I don't know if this iPad and my phone block the site something or if the spectrum that I have is limited only for Facebook and Netflix which that allows me to open, but I'm not pretty.
08:00
Speaker 2
... ... ... Yeah, because if it's a router issue, then you should not be able to access other sites. But since it's only that site, then it may have something to do with that site. You can try to use other devices. See if you could open the link forwarded to your email while using the link forwarded to your email. and I know so Mhm. uh-huh.
08:00
Speaker 1
sure. Sure, because I talked to them and they said they have a good internet connection, yada, yada. So, and so they directed me to you where the router is thingy. Do you think how do I work this one out? Yeah, but then again, I mean my Wi-Fi would be um.
09:00
Speaker 2
Right. Yes, but as I've mentioned, I can only help you with troubleshooting your router, but since your router is working fine, so I couldn't do anything and it's, as I've said, it's out of my scope with regards to the server for your Safari account. You can try to, as I've said, use other devices, try to open that link. Or use try to open that link in incognito mode.
09:00
Speaker 1
Yeah, because I mean, I'm able to open it, I'm able to open it, but if I use only my personal data, but I cannot, um, I cannot use my personal data. The reason why I I get this Wi-Fi or this internet because I want to work, but then again, if it doesn't allow me, I'll just cancel it, I think. So, yeah, let me just ask I don't know how to ask. now. Okay, let me just figure this out. Maria, appreciate your help. Thank you. I already restarted too, so I don't know. I mean, I I did everything already. Restarted, stuff like that, but yeah, um, I might just look for a person to talk to for my Safari or my internet.
10:00
Speaker 2
Yeah. If it still doesn't work then... M-hm. Yeah. You can also try to refresh your device or restart it.
10:00
Speaker 1
There used to be free seating, I think it's more in the Apple problem. Okay. Yeah. Anyhow, thank you. Okay. I think I'm okay. I'm okay. Okay.
11:00
Speaker 2
You need to contact the server site or your device manufacturer. Okay. You're welcome. Thank you and goodbye. You can end the call now.
12:00