V2 Rubric Detail — 0f4a0ff2-6ffb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:32
Duration
5m 25s
Contact
Joseph Chavis
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134651
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately pivoting to paid support without attempting any diagnostic steps, effectively evading responsibility for resolving the issue.

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
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, asked irrelevant questions, and prematurely offered paid support without attempting required best-effort steps for an out-of-warranty device. The core issue — router failing to connect to modem — was never addressed, resulting in an unresolved case with clear evasion of support responsibility.

V1 Case Analysis

Customer reports EA8300 not connecting to new modem; agent incorrectly asked for Linux OS model/serial, performed no WAN troubleshooting, offered $15 paid support without self-help guidance; customer declined and ended call.

Troubleshooting Steps
  • Incorrectly asked for Linux OS model and serial number
  • Collected router model and serial number
  • Attempted warranty lookup
  • Offered $15 paid support
Key Observations
  • Agent asked for Linux OS model/serial at [01:00], which is irrelevant to Linksys router setup and contradicts the KB guidance for Internet/WAN Setup.
  • No basic WAN troubleshooting was performed: no power-cycle, cable verification, WAN LED status check, or router login attempt (universal_isp_modem_diagnostics.md explicitly requires these steps).
  • Paid support was offered immediately after warranty determination without any free troubleshooting or self-help options, violating the KB's troubleshooting flow.
  • Agent did not provide any KB-referenced self-help steps (e.g., modem-router power cycle, WAN port verification, router settings access) despite the customer's clear issue.
  • Customer expressed frustration and disengaged after being offered paid support with no alternative path.
Positive Highlights
  • Polite greeting and self-identification at call start.
  • Collected customer email address.
Agent Errors / Gaps
  • Asked for Linux OS model/serial number instead of focusing on router WAN connectivity, directly contradicting the KB's troubleshooting steps for Internet/WAN Setup (universal_isp_modem_diagnostics.md).
  • Failed to perform any basic WAN troubleshooting steps outlined in the KB: no modem-router power cycle, no cable verification, no WAN LED status check, and no router settings access (universal_isp_modem_diagnostics.md).
  • Offered paid support before attempting any free troubleshooting or providing self-help resources, violating the KB's troubleshooting flow for Internet/WAN Setup.
  • Did not provide any KB-referenced self-help steps (e.g., modem-router power cycle, WAN port verification, router settings access) despite the customer's clear issue.
  • Did not acknowledge or validate the customer's reported troubleshooting efforts (power cycling, factory reset).
  • Failed to confirm basic topology: modem type, router WAN status, or physical connections, which are critical first steps in universal_isp_modem_diagnostics.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid troubleshooting path; instead pivoted to paid support without diagnosing the router-modem connectivity problem.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — agent skipped power cycle verification, WAN status check, or direct modem test despite the core issue being internet handoff failure.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to charging for support without first attempting required best-effort troubleshooting for an out-of-warranty device, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked irrelevant questions (e.g., 'model number of your Linux OS') and failed to identify the actual symptom: router not receiving WAN connection from modem.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools were used — agent did not guide customer to check WAN status, run speed test from modem, or access router interface to verify DHCP/ISP handoff.
T3 Not Met No misinformation conf 96%
Agent provided factually incorrect prompts (asking for Linux OS model) and gave a misleading conclusion that hardware issues cannot be fixed, contrary to support policy.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, lost control of the call flow, and allowed the customer to disengage without a resolution plan.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing terminology and did not adapt language to customer’s level; repeated irrelevant questions despite customer’s clear problem statement.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by immediately introducing paid support rather than taking responsibility for diagnosing the connectivity issue.
O2 Not Met Proactive follow-through conf 94%
No next steps were established; only suggestion was for customer to call back later, creating no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage — the issue required L1 troubleshooting, not escalation.
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 95%
Agent showed no empathy or acknowledgment of customer frustration; tone remained transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust to customer’s confusion or engagement level; continued with irrelevant questions and failed to maintain connection.
X3 Not Met Overall experience conf 96%
Customer had to repeat information unnecessarily and was subjected to irrelevant questions, increasing effort without progress.
Call Transcript10 turns · 11 lines
Speaker 1
[silence] Hello? [silence] Oh. Can you hear me? Okay, now I can hear you. Yeah.
00:00
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 one now. For out of warranty product, please have your device 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. Thank you for calling Linksys. My name is Gerald and now, yes, hello. Can you hear me? Okay.
00:00
Speaker 1
I bought a new modem and I'm trying to connect it but the, uh, uh, router's not connecting to the modem, um. I called my internet service provider and everything's good on their end. Uh, the modem is providing internet but for whatever reason, the router's not accepting the, uh, the internet signal. Um, all right, uh, model number is the EA, so Echo Alpha 8300. And the serial number is two one, P as in Paul, one zero, C as in Charlie, 696970701879
01:00
Speaker 2
what is the serial number and model number of your Linux OS?
01:00
Speaker 1
Joseph. Joseph j av e z. h. Joseph Daniel. all spelled normally, correctly. Joseph Daniel. one nine eight seven at gmail.com. Cox communications.
02:00
Speaker 2
What is your first name and last name so I can create a record for you? And what is your email address? Got it. What is your internet provider?
02:00
Speaker 1
Uh, just tons of power cycling, I guess. And then I tried to do the reset on the back using that button. Factory reset, I guess. Um, that was a long time ago.
03:00
Speaker 2
What troubleshooting have you done so far for your calling? Okay, big question. Do you remember when and where you purchased this Linksys router? Is it more than a year? Right? Okay. Reason for asking is that when I check this serial number right here, if this is correct, it shows no data here. And for, I need to validate the warranty of this one, but I can't without the data. But if it, okay. And this router is out of warranty and for out of warranty devices we charge $15 to assist. Are you okay with that? Non-refundable. Right. It's non-refundable. [silence] Unfortunately that's a
03:00
Speaker 1
Okay, well, why don't I just I'll have to call back cuz I'm gonna probably there's a different way I can go about it. So, yeah, I think I'll uh um, yeah, I'll maybe call you guys back. All right. Thank you.
05:00
Speaker 2
Okay so if it's a hardware issue we cannot fix that.
05:00