V2 Rubric Detail — 0cbdfe28-812c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:36
Duration
5m 38s
Contact
631-834-2334
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136886
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall21.3% (-4.7)

V2 Grader Summary

The agent initiated a technically plausible workaround to access the router UI but failed to diagnose root cause, verify product/warranty status, or establish ownership. Call control and empathy were deficient, and the interaction ended abruptly without resolution. No critical compliance failures (e.g., abandonment, discourtesy) were observed, so auto-zero does not apply.

V1 Case Analysis

Customer unable to access router admin page. Agent incorrectly instructed to move WAN cable from modem to LAN port. No resolution confirmed; call ended mid-silence.

Troubleshooting Steps
  • Collected shipping address for power adapter shipment.
  • Instructed customer to disconnect Ethernet cable from modem and move from yellow Internet (WAN) port to LAN port on parent node.
Key Observations
  • Agent instructed customer to move WAN cable from yellow Internet port to LAN port, which contradicts Linksys KB guidance and would prevent router from functioning.
  • No device model, serial number, or warranty status collected despite troubleshooting a hardware setup issue.
  • Call ended abruptly with no confirmation of outcome, next steps, or escalation path.
  • Agent assumed customer had Ethernet cable but later pivoted to using existing WAN cable, showing lack of initial assessment.
  • Mention of sending a power adapter suggests device may not be powering on, but agent never confirmed power/LED status.
Positive Highlights
  • Agent was polite and empathetic to customer's busy schedule.
  • Attempted to avoid requiring additional hardware by proposing a workaround.
Agent Errors / Gaps
  • Provided factually incorrect technical advice: moving WAN cable to LAN port breaks router functionality and prevents admin access (direct violation of KB procedures).
  • Failed to identify or record product model number and serial number.
  • Did not verify customer's ability to access web UI or confirm router power/LED status.
  • Gave dangerous instruction that could render router inoperable.
  • Ended call without confirming resolution or establishing next steps.
  • Did not follow basic troubleshooting flow: no symptom confirmation, no topology check, no access validation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with silence during cable reconfiguration; agent never confirms password retrieval or internet restoration
R2 Partially Met Diagnostic thoroughness conf 93%
Agent proposes using existing Ethernet cable to access router UI (a relevant step), but skips diagnostic checks like LED status before physical changes
R3 Not Met Correct resolution path conf 95%
Agent never determines product model or warranty status, proceeding with generic workaround without assessing appropriate resolution path
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questioning about symptoms (LED colors, internet behavior); agent assumes access issue and jumps directly to cable manipulation
T2 Partially Met Appropriate tools / resources used conf 89%
Agent attempts to guide customer to router web UI (valid tool), but access is unconfirmed and no remote tools are used
T3 Partially Met No misinformation conf 90%
Instruction to move Ethernet cable to LAN port is standard, but reference to 'yellow port' lacks KB support and risks confusion
Communication
C1 Not Met Clear & professional language conf 97%
Disorganized dialogue mixing unrelated topics (power adapter, shipping address), no clear agenda, abrupt transitions, and loss of control during customer distraction
C2 Partially Met Confirmed understanding conf 87%
Agent acknowledges customer's distraction and allows pacing adjustments, but uses procedural tone without simplifying terms or confirming comprehension of technical steps
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent mentions sending power adapter but provides no tracking, timeline, or follow-up commitment; fails to own the technical issue
O2 Not Met Proactive follow-through conf 93%
No concrete next steps, timeline, or callback commitment established; call ends abruptly without documented follow-up
O3 Not Applicable Closure confirmation conf 99%
No prior case history or handoff context referenced; appears to be first contact for the issue
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted; agent attempted direct resolution
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation took place, so execution cannot be assessed
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledges customer's distraction ('I know you're kind of rush') but fails to explicitly validate frustration over internet loss or urgency
X2 Partially Met Tone & rapport conf 86%
Maintains procedural tone without adapting communication style to customer's confused/distracted state; comprehension not checked during key steps
X3 Not Met Overall experience conf 92%
Customer required to physically locate cables, disconnect ports, and reconfigure hardware without agent-side assistance, creating avoidable effort despite awareness of customer's busy context
Call Transcript8 turns · 9 lines
Speaker 1
This is Lenksis technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lenksis specialist. Uh, hi, Kimberly. This is Paolo from Lenksis customer assurance team level two and this call is recorded for quality assurance purposes. Hello, ma'am. I'm fine. Thank you for asking. Kimberly, I just want to inform you ahead of time, okay? I think we can send you a power adapter. I just need to know, um, there's a spare one somehow they were able to, um, uh, get another one and I'll, uh, ask the customer service team further later how they can ship this to you. Okay? But anyway, uh, for now, we're going to go to your technical concern and, uh, yeah, were you able to, um, get a ethernet cable? Why
00:00
Speaker 2
Hi, how are you. So, you're not going to believe this, but I completely forgot. I'm so sorry.
00:00
Speaker 1
yeah, remember that... oh... it's okay... uh, I know um... that I remember you said your uh, son's um, roommate will come. That's why when I heard that one, I sent this to the team right away... so uh, uh, how about this? Cause uh, okay... Oh yes, hoo you're right, I totally forgot about that, okay, uh the ship... the shipping address.
01:00
Speaker 2
What's going on in my house today? I have like company coming. You know, my son's eight college friends are coming and I've been cooking all day, and I completely forgot about it. Oh my God. I'm so sorry. Totally lost my mom. Yes. Yes. Yes, yes. Um, you know what? No go ahead. As I'm talking to you, I'm going downstairs 'cause I think my husband said no, but I think there was a box of wires in the workbench that I'm going to look. Um, but so do you need my address in case you want to mail the uh, Yeah. Go ahead. Yes.
01:00
Speaker 1
Do nine. to verify, it's four three zero Commonwealth Road, Mount Pleasant, South Carolina, two nine four six, six. Okay. Now, uh, I was thinking about this yesterday, I was requiring to get an Ethernet cable, but, uh, I, I know you're kind of rush about the internet, okay?
02:00
Speaker 2
15, uh, what am I saying? 15. Is it 430? Commonwealth, one word. Commonwealth Rd. Mount Pleasant. Two nine four six six. I think I have every type of HDMI wire accessible. Correct.
02:00
Speaker 1
There's another way that we can access that page without an extra ethernet cable. But here's what's gonna happen okay? uh you have an ethernet cable between the parent node and uh to the modem right. We can use that but there will be temporary loss of the internet. Once we access the page, get the correct password and then uh we can plug back. But the internet will be down for a couple of as long as we get that um password. Would that be okay? Okay. I see. And um the phone that you're using right now talking to me is that on the Wi-Fi calling right now cause at the moment we disconnect the parent node, we might be disconnected. But it's fine. Okay. Alright, let's do that. So, okay. Now, uh, the first thing that we do. Okay. The first thing that we do is that we will uh, at the back of the parent node. Okay. We know that it's connected to the yellow port, right? Uh, okay. Now, um, disconnect first the other end of the cable from the modem. And then once done, we're gonna go back to that yellow port. Disconnect it from that yellow port from the parent node. Transfer it to the other port. There are extra port there called LAN port.
03:00
Speaker 2
All right. Sorry, I don't need the wire on that one. Hold on. Go ahead. Yes. The cable from the modem, go ahead. The land porch. Let me see. [silence]
04:00