V2 Rubric Detail — 0a95b13a-8164-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:16
Duration
23m 3s
Contact
713-582-1926
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00079550
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score 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
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall37.8% (+11.8)

V2 Grader Summary

The agent correctly identified the MR7500 as end-of-life and recommended replacement (R3 Met), but failed to resolve the immediate outage (R1 Not Met) and omitted required WAN diagnostics via the router's web UI (T2 Not Met). Material technical inaccuracies regarding Wi-Fi capabilities (T3 Not Met) and poor adaptation to customer confusion (X2 Not Met) reduced effectiveness. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero; the outcome was partial resolution due to unresolved service and incomplete troubleshooting.

V1 Case Analysis

Customer reports no internet; router shows 'connected without internet' and blinking yellow LED. Agent failed to obtain model number, incorrectly claimed device unsupported and firmware un-updatable, skipped WAN diagnostics, and recommended purchasing an MR7500 without troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Asked which port the Ethernet cable was plugged into.
  • Suggested power-cycling the modem/router.
  • Inquired about ISP equipment (DZS box).
Key Observations
  • Agent never obtained the router model number despite the issue being a connectivity problem and having the serial number available.
  • Agent provided materially incorrect technical information: falsely claimed the device is unsupported and firmware cannot be updated without verifying model or support status.
  • Agent failed to perform basic WAN diagnostics: did not guide customer to access router web interface to check WAN/Internet status, IP assignment, or connection details.
  • Agent misinterpreted router LED status: incorrectly explained blinking yellow on Internet port as 'trying to transmit data' rather than WAN connection failure.
  • Agent provided misleading product information: described MR7500 (Wi-Fi 5) as 'close to Wi-Fi 7', which is factually incorrect.
  • No HappyFox case was created or referenced during the call.
Positive Highlights
  • Correctly identified that the issue related to internet service (WAN) rather than the router itself.
  • Suggested a basic power-cycle of modem/router as an initial troubleshooting step.
  • Inferred the ISP as AT&T based on account records, which could help the customer contact the correct provider.
Agent Errors / Gaps
  • Failed to collect the product model number, which is essential for support eligibility and targeted troubleshooting.
  • Provided materially incorrect technical information about product support and firmware update policy without verification.
  • Skipped standard WAN diagnostics procedures required for 'connected without internet' issues.
  • Misinterpreted router LED indicators, leading to incorrect root-cause analysis.
  • Gave inaccurate product specifications in the MR7500 recommendation.
  • Failed to create or reference a support case (HappyFox) for documentation.
  • Did not provide self-help resources, KB articles, or email follow-up with troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet connectivity; closed with customer still without service and needing to contact ISP or buy new hardware.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about cable placement and suggested power-cycling the modem, but skipped key diagnostics like checking WAN IP, ISP status, or router login to verify settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as unsupported (EOL) and advised replacement, which aligns with best-effort OOW support policy rather than dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent noted 'connected without internet' and asked where the cable was plugged, but failed to systematically diagnose root cause (e.g., ISP outage, modem issue, router config).
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the local web interface (http://192.168.1.1 or http://myrouter.local) to verify WAN status or IP address, which is the required diagnostic step in troubleshooting.
T3 Not Met No misinformation conf 95%
Agent claimed the MR7500 is 'pro 6' and 'close to Wi-Fi 7' — it is actually a Wi-Fi 5 (AC1900) device, a material technical inaccuracy per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but had multiple long silences, unclear transitions, and did not set expectations for troubleshooting steps or outcome.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language at times but did not confirm understanding, used filler ('uhm', 'hmmm'), and failed to adapt when customer expressed confusion about roles and devices.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and offered advice, but did not take ownership of diagnosing the current outage or offer to follow up after ISP contact.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested contacting ISP and buying a new router, but provided no timeline, ownership of next steps, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope for L1 support.
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 80%
Agent offered brief apologies but did not explicitly acknowledge the customer’s frustration over returning from travel to broken service or lack of technical literacy.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone despite customer confusion; repeated 'go ahead' mid-sentence and failed to check comprehension after technical explanations.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, clarify device roles, and ask multiple follow-ups; agent added steps (buy new router) without exhausting troubleshooting on current device.
Call Transcript20 turns · 21 lines
Speaker 1
Yes, sir. I'm a Linksys customer. I've been out of town for a month. I came back and my Linksys internet service isn't working. Can you help me? I didn't understand everything you said. Okay. You want the serial number? It's going to be um uh I see the top number is 08232182. Can you read that? Okay. And your serial number is the one underneath that? 21P11M23B03378. I am Paul from Kansas. Thank you. You paying in- I'll do my credit card. [silence]
12:00
Speaker 2
Okay. Based on this real number, it seems like you have an account right here. Are you Paul Holmes? [silence] All right, thank you. Let me check [silence] your record real quick. [silence]
13:00
Speaker 1
Yes, I have reset it a couple of times. Oh yeah, I can say, yeah, it comes up on my, uh, I'm using my, my tablet, my Android tablet, uh, to try to connect to the, to the Internet. And it says, link says, it says, uh, it's what's the word? It's not connected. It says, it says identified, but not connected.
14:00
Speaker 2
All right, so waiting for the result right here. I'm looking for the model number EGH 310 documentation, but did you already reset the router prior calling? So I'm assuming you can see the Wi-Fi name in your network list, right? Like when you go to your Wi-Fi settings, phone settings.
14:00
Speaker 1
Yeah, let me go back and look. Make sure I'm telling you . . . what it's doing here. Okay, says . . . connected without internet. Linksys 03378. It is plugged in to the . . . . . . let me verify it. But it's the internet port, and the . . . one on the left is blinking yellow, the one on the right is blinking . . . solid green. The other end of this cable is connected to the . . .
15:00
Speaker 2
all connected, but no internet. Right? Okay. At the back of your Linksys router, there are ports. One of the port is labeled internet. So where is the cable plugged in? Is it plugged into the internet port or the ethernet port? Okay, and the other end of that cable is connected to where?
15:00
Speaker 1
Connected to a DZS, whatever they are, router, what do you call? I'm not a computer literate guy. Uh but it's connected to a box that says DZS and it has a status light, uh battery, alarm, one, configuration, internet, got a bunch of things. It's got one, it's just not, it's not all green. I see three green lights, one blinking light. Uh uh no, I have not. I thought you were my internet provider. What are you?
16:00
Speaker 2
Ee I uhm okay. And have you already contacted your internet provider regarding this? Oh, we're not the internet provider. We are the router provider, but we don't provide the internet. So, well
16:00
Speaker 1
okay. I need to have my son here to tell me what all this means. The device that has the Linksys name on it with the four antennas sticking up that is that on the front has a world thing that's that's yellow or green Linksys that's your product correct?
17:00
Speaker 2
artwork. what I see is the so the I would suggest is to turn off the the modem and then have it back on and it does work and we will see what to do with it. But normally if there's internet connection coming from the internet source, the router should be working. it's reliant to the modem. hmmm hmmm. yeah, that is the problem itself. And I just got the result that unfortunately, this is one of the product that Linksys is no longer support and the firmware of this cannot be update already, maybe one of the reasons as well, or you're not getting into attachments.
17:00
Speaker 1
am I am I am I paying you something monthly for this device I I see so what I would need to do to get a up-to-date router is is go where go to Best Buy or someplace yeah yes I I yes I do I'm going to get a pencil just a minute okay say that again [silence]
18:00
Speaker 2
Maybe it's working. It's just needed internet connection coming from the internet source, and the internet source is offline, probably. Oh, you're not paying monthly for this, and we don't charge monthly. It's just one-time payment for the router. [silence] Yes, you can go to Best Buy, Walmart, or Amazon, order it online. [silence] Be convenient, more convenient. But but yeah, you want you want me to suggest some some model number there will that is suitable for your need. Can you give me idea how big is your home and how many devices do you use every day? [silence] How many devices do you use every day and how many devices total?
18:00
Speaker 1
yeah it's one story 2 300 square feet we we have two Samsung smart TVs and and an Android device an Android tablet okay what's a good number blank
19:00
Speaker 2
So, how big is your home? Is it single story or one or two? Okay, then I think I do have model number in mind that I'm going to suggest one sec. Let me check if that's available. Let me just check if that's available. one sec.
19:00
Speaker 1
okay you call it okay yeah this is going to be under your label link sys model MR 7500 okay.
20:00
Speaker 2
[silence] Okay. So what I'm going to recommend is model number MR7500 and that's a good router. It can cover up to 2700 square feet and can handle 55 plus devices. It's also with the latest Wi-Fi technology, not really the latest, uh big but um it's pro 6 and the latest Wi-Fi is Wi-Fi 7, so this is close to 7 Wi-Fi. It should be good for um umumer years. Go ahead, sorry. Yes, correct.
20:00
Speaker 1
Okay, I'll, I will look into purchasing that, and in the meantime, I'll contact, my internet provider. Uh, if you were, if you were trying to um, see if your internet was working, what would you do other than unplugging your, your router? What else would you do? Unplugging and plugging it, plugging it back in, what's it? Hey, um, let me ask you this. I'm sorry, go ahead. What does it mean when it, on the, on your router, in the back it says 'internet', and it's got only got one green light, the other is a blinking yellow light, what does that mean? Okay. And then next to it I plugged in a 12 VDC uh the power, the power source, that, that's not important, I think.
21:00
Speaker 2
Oh um I would uh go ahead uh no go ahead uh no go ahead uh sorry about that. So it means it uh it detected the cable. Uh the cable is there uh and it's trying to transmit the data but uh it's not successful or something like that. Uh and also it's reading the speed uh the speed is
21:00
Speaker 1
Okay. Okay, I will go back and I will try to figure this out. I don't even know who provides my my internet. I'll have to go back and look. I I tell my credit card is just automatically paid. I never get anything from them. Hey, is there is there a way is there a way I can determine who provides my internet by any my devices? Can I look at them and see? Yeah. Okay. Okay, I think. My modem is online. Okay, I'll give them a call. Thank you. Bye-bye.
22:00
Speaker 2
Maybe not with your case right now, yeah, since it's snowing today. Oh, I see. There should be a way to do that. But based on the record right here when reading, I think you have AT&T provider based on the record. But you can try to contact them and ask them if the modem is online, something. All right, uh, thank you so much, you take care. Bye bye.
22:00