V2 Rubric Detail — 0d2a3d60-7662-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:04
Duration
22m 8s
Contact
Donna Gonzalez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135711
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA8300_Multiple devices

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-48.2)

V2 Grader Summary

The agent failed to resolve the internet outage, provided no concrete troubleshooting steps, and did not offer escalation or clear next steps. Technical accuracy was lacking due to skipping modem-direct test per KB, and communication/ownership were poor with no empathy or structured guidance. Outcome is Unresolved as R1 and R2 are both Not Met.

V1 Case Analysis

Customer reports Wi-Fi signal but no internet on TV/computer. Agent gathered serial number but no model number. No troubleshooting performed beyond asking about power-cycle/reset. Issue unresolved; follow-up required for modem/WAN diagnostics.

Troubleshooting Steps
  • Asked if the router had been power-cycled/restarted
  • Asked if the reset button had been pressed
  • Inquired about availability of a computer with Ethernet for direct testing
Key Observations
  • Agent failed to obtain a valid model number despite customer attempting to provide it.
  • No concrete troubleshooting steps (e.g., modem test, router reboot, WAN status check) were executed.
  • Call ended without a clear next-step, escalation, or callback arrangement.
  • Agent did not verify upstream (modem) connectivity before proceeding, which is critical for no-internet issues.
  • No discussion of warranty status or support eligibility beyond initial automated message.
Positive Highlights
  • Attempted to gather serial number (21CSN10CSN68907428) from customer.
  • Asked about power-cycle and reset, which are relevant first steps.
  • Inquired about Ethernet-connected computer for further testing.
Agent Errors / Gaps
  • Failed to capture correct product model number despite customer providing bottom-label information.
  • Did not instruct customer to test internet directly at modem to isolate ISP/modem issue.
  • Did not guide customer through a power-cycle of modem and router as first troubleshooting step.
  • Did not attempt to access router interface (192.168.1.1 or myrouter.local) to check WAN status.
  • Did not discuss warranty status or support eligibility despite having serial number and customer frustration.
  • Lacked clear call control; many silences and repeated questions without progress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed internet restoration, initiated RMA, provided valid escalation, or explained limitation; call ended with no resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked vague questions about Wi-Fi signal and smartphone connectivity but did not conduct structured troubleshooting (modem test, cable check, admin login, LED verification).
R3 Not Met Correct resolution path conf 95%
Warranty status was not determined; no resolution path selected based on product status or issue type (no RMA, troubleshooting, or escalation).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply logical diagnostic process: did not test directly at modem to isolate ISP issue per KB, instead looped on smartphone Wi-Fi and reset button without root cause identification.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used or suggested (remote session, admin UI at 192.168.1.1, speed test, modem check) despite clear need for diagnostics in 'no internet' scenario.
T3 Partially Met No misinformation conf 80%
Agent correctly identified Linksys as Wi-Fi source but used non-technical phrasing ('Wi-Fi connector') and failed to provide authoritative troubleshooting steps (e.g., modem-direct test) from KB.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked clear framing, expectations, or structure; agent repeatedly asked questions without guiding call or maintaining control.
C2 Not Met Confirmed understanding conf 90%
Agent used technical jargon and unclear phrasing, did not confirm understanding, and did not adapt to customer's confusion about device roles.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership, made no commitment to follow-up, transferred no action, and offered no solution before ending call.
O2 Not Met Proactive follow-through conf 90%
No next-step plan, timeline, or callback commitment established; call ended without closure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent neither escalated nor justified decision not to escalate despite unresolved outage and insufficient L1 work.
E2 Not Met Escalation prep & handoff conf 90%
No escalation performed; execution cannot be evaluated as none occurred despite warranted need.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed little empathy; no acknowledgment of frustration or repeated effort (e.g., 'I'm sorry to know about the internet' is generic, not sincere).
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to confused customer; failed to keep engaged or check comprehension at key moments.
X3 Not Met Overall experience conf 90%
Customer repeated information (device setup, smartphone test); agent introduced unnecessary complexity by focusing on smartphone without resolving core modem-router issue.
Call Transcript15 turns · 17 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, Press 2. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
[silence] [silence] Yes, hi, I hope you can help me. My name is Norma. I've been having trouble for the past two to three days without internet service. I am an Optimum customer, but I have your I have a Lacey's um Wi-Fi router. [silence] Yes, [silence] let me see. Oh, let's see here. You said there's there's serial number. [silence]
06:00
Speaker 2
Hi, thank you for calling Lynxis. My name is Raquel and how may I assist you today? I see and I'm sorry to know about the internet. I may have the serial number of your Lynxis device so that I can assist you properly.
14:00
Speaker 1
It's, um, it's actually 21 CSN, Peter, 10 CSN, Charles, 68907428. Thanks. at the bottom model number, where it's underneath the serial number, is that but that's that's my Mac address. The model is um some current made and trained A as in Apple.
15:00
Speaker 2
Yes. It's labeled with S slash N? Mm-hmm. All right, thank you. And may have also the model number showing at the bottom? On top of the Mac address, it's usually printed in smaller text.
15:00
Speaker 1
Classie yeah and then L A Bedi and dog Y Mm-hmm and 182 at yahoo.com short 347 481 481 8779 yeah I've tried that several times did you
17:00
Speaker 2
Okay, Classy, uh- ah, D-W- White. Okay. And then 587 at gmail.com, I'm sorry, yah hot.com. All right, thank you. And may I have also your phone number in case we get disconnected, I'll be able to call you back. Mhm. All right, thank you. And while my system is checking for the warranty and support over Linksys router, um, have you tried turning off and on like restart the router and the modem? And just to verify, when you uh check the Wi-Fi signal of the router, are you still seeing it on your Wi-Fi devices like it broadcasts a Wi-Fi, but when you try to connect, it shows no internet.
17:00
Speaker 1
Yes, it's popping up like a orange signal, it's like a globe. And every time that pops up it doesn't, it doesn't give me no internet access. Well, it's the TV and the computer for now. Yeah. No, my phone is fine. I have my Wi-Fi off on my phone. I'm fine. Um, I don't, I don't think so because I'm my phone is working fine.
18:00
Speaker 2
Okay. Okay. And how many devices are affected with no internet? [silence] And how about your smartphone like if you're going to open wifi your smartphone and connect to its wifi? Are you also able to see the wifi name coming from the router? [silence] And when you try to connect to it, it also shows no internet, right? Okay. So your wifi, I mean your smartphone is connected to the Linksys wifi signal. Is that correct?
18:00
Speaker 1
is a flight without the white sign. Yes. I need, know, I really need to see what is happening on this mobile. This is, comparatively, these people. My thing is my my Wi-Fi um cause I'm a optimum Cablevision customer and the lynx system is the Wi-Fi connector, isn't it? Yeah.
19:00
Speaker 2
Okay.
19:00
Speaker 1
Yeah. It's not gonna say Lynch's, is it? Not gonna say, no, because my wife, uh-huh. Yeah. I am connected. I am connected.
20:00
Speaker 2
something to do with the WiFi on the router because we'll try other device like for example, your smartphone, if you open WiFi on your smartphone, are you seeing the WiFi name coming from the Linksys router? Uh huh. Or how about uh Well, do you have a customized WiFi name already coming from the Linksys router, right? Okay, uh try to connect your smartphone to that and make sure your cellular data is off then test if you can get internet while connected to your Linksys WiFi. We'll try and check it. Okay, so you're connected to your WiFi of Linksys. Are you online? Are you able to access any websites [silence]
20:00
Speaker 1
So what is my, okay. So one, oh, no, I never do that. Actually, because I do have a router from Optimum also. I mean a modem. I have a modem, and then I have your Wi-Fi linked to it.
21:00
Speaker 2
So one device, okay, so one smartphone is connected to the Wi-Fi overling, CIS and two other devices are not. And it's showing offline. Have you happen to press the reset button at the back of the router or not? [silence] Okay, got it. Noted on that. Um, do you have a computer that can connect using an ethernet cable? Uh huh. Yes. But in order for for troubleshooting, [silence] okay, for troubleshooting, the plan is we can access the settings of your router, login into it and then. [silence] you're online, inspect the devices that are affected with no connections?
21:00