V2 Rubric Detail — 0f7410a0-7fd1-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 22:12
Duration
13m 43s
Contact
513-543-9121
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall27.5% (-26.5)

V2 Grader Summary

The agent failed to execute required troubleshooting and escalate a clear hardware fault (solid red LED), resulting in an unresolved issue. While some ownership and empathy were demonstrated, critical technical and escalation failures prevented meaningful progress. The call ended without resolution, next steps, or proper handoff despite valid escalation triggers.

V1 Case Analysis

Customer experiences intermittent internet loss; router logs unavailable. Advised Wireshark for traffic analysis and escalated to Level-2 for deeper investigation.

Troubleshooting Steps
  • Explained router does not store persistent logs (security rationale)
  • Suggested using Wireshark to capture traffic for diagnostic purposes
  • Advised against blanket factory reset without target identification
  • Escalated to Level-2 for deeper analysis
Key Observations
  • Agent correctly explained router log limitations per KB guidance
  • Valid third-party diagnostic tool (Wireshark) was suggested appropriately
  • No model/serial number or warranty information collected despite being relevant to troubleshooting
  • Initial model identification ('MVE 7000') appeared to be an ASR artifact for MBE7000
  • Escalation to Level-2 was handled appropriately but lacked defined timeline
Positive Highlights
  • Accurate technical explanation of router log security limitations aligned with KB
  • Appropriate suggestion of Wireshark as a valid diagnostic tool for intermittent connectivity
  • Correctly avoided unnecessary factory reset without clear target identification
  • Proper escalation path to Level-2 for complex analysis was communicated
Agent Errors / Gaps
  • Failed to collect required product identification (model/serial) and warranty verification
  • No HappyFox case/ticket number created or referenced
  • Vague follow-up promise without defined method or timeframe for Level-2 engagement
  • Initial model misidentification (MVE 7000) though context suggests MBE7000

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never provided a solution, RMA, or confirmed resolution; closed call with 'we're good' despite unresolved intermittent connectivity.
R2 Not Met Diagnostic thoroughness conf 95%
Agent conducted no meaningful troubleshooting - relied on customer's self-reported steps (reboots, LED check) and suggested third-party tool instead of initiating diagnostic sequence.
R3 Partially Met Correct resolution path conf 87%
Agent recognized need for deeper analysis and avoided shotgun approach (no factory reset), but failed to confirm warranty status or follow proper escalation path for hardware fault indicated by solid red LED.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked no diagnostic questions despite clear escalation trigger (solid red LED), relying entirely on customer's summary without narrowing root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Suggested Wireshark (third-party tool not in KB) instead of using Linksys-approved diagnostics for solid red LED escalation trigger; skipped required internal tools.
T3 Partially Met No misinformation conf 90%
Model misidentification ('MVE 7000') likely ASR artifact; log security claim oversimplified but not materially false per KB. Core technical position about limited logging was accurate.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent summarized issue and set research expectation, but lacked initial framing/structure and allowed customer to dominate early interaction with minimal call control.
C2 Partially Met Confirmed understanding conf 84%
Adapted to customer's technical level (recognized 'techie'), but used jargon like 'Wireshark' without comprehension check despite customer expressing confusion about logging.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent stated intent to move to level 2 and possibly handle case personally, showing ownership, but no formal handoff or case update was confirmed or documented.
O2 Partially Met Proactive follow-through conf 82%
Committed to research and possible follow-up ('I may be the one to handle this'), setting soft expectation, but provided no specific timeline, owner, or guaranteed action.
O3 Partially Met Closure confirmation conf 81%
Acknowledged prior contact and summarized issue without re-asking core symptoms, but did not reference case number, detailed history, or use prior findings to avoid repetition.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Failed to escalate warranted case - solid red LED is explicit hardware fault trigger per escalation guide, yet agent deferred to personal research instead of formal escalation.
E2 Not Applicable Escalation prep & handoff conf 80%
No escalation was executed during the call; agent only indicated informal intent to move to level 2 without performing actual escalation.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Expressed understanding ('I understand the problem... I will research') and validated customer's effort, but tone remained transactional with minimal acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 83%
Matched customer's technical/pragmatic pace and avoided basic steps, but did not adapt to emotional state or maintain engagement through comprehension checks during technical discussion.
X3 Partially Met Overall experience conf 84%
Avoided making customer repeat troubleshooting already performed, but introduced third-party tool (Wireshark) that added unnecessary effort instead of handling diagnostics internally.
Call Transcript21 turns · 21 lines
Speaker 2
[silence] Welcome to Linksys Support. To ensure quality service, your call may be monitored. [silence] Certain products will be supported, [silence] while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yeah, Nathan. My name's Terry. Yeah, my name's Terry Conklin. And would you take my phone number? When we get disconnected, you can call me back. Yeah. Because I was just on the phone, I was just on the phone with someone at your tech support group. And if I lose the internet, I don't, I don't, I don't get very good self-service. So while we're talking, if I lose the internet, I'm probably going to lose the phone call. And then I have to go somewhere else in my house to go get a cell connection, and then I can come back down to my office, and then I can come back down to my office, and then I can come back down to my office, where I'm...
02:00
Speaker 2
Thank you for calling Linux. My name is Nathan. May I know who am I speaking to? Yes. How can I help you, sir? Yeah, is this the one that ends 9121? All right. Tell me, how can I help you? That's okay. Just kidding.
02:00
Speaker 1
I am now, so, the, the problem I'm having is trying to document that my intermittent internet connection is because of my internet supplier, and not the Linksys router. So I started down a line of questioning with this young lady on the phone and, uh, probably because of me, I did something and we lost connection. But nonetheless, I'm calling back to see if someone can't help me determine if this intermittent connection is the ISP or whether it's the router. Yep.
03:00
Speaker 2
Your Internet service provider is the Pathfinder. Is it... is it the same?
03:00
Speaker 1
yep. But it doesn't do logging. is what I understand from the help page. How can I how can I see a log? I mean, I've got your I've I've logged in to to the 192.168.1.1 and I've got the linksys page up here.
04:00
Speaker 2
And your router is an MVE 7000. This is a good one. Alright. Yeah, yeah, it does not. It only it does not save logs, the reason is logs can be used to by hackers and snoopings need to eavesdrop on your transaction and we remove it because it creates history. So people can take a look, oh this is what the connections and things like that. So they remove it. You can see the logs, but it is a real time. What are the current transactions right now. And it moves after... Okay. [silence]
04:00
Speaker 1
on my computer. [silence] Wi-Fi settings. [silence] see A. [silence] oh, a hand just popped up. secretive. [silence] oh, and it didn't do anything. [silence]
05:00
Speaker 2
Okay, so AR is under DC, did you see the links is part Wi-Fi? The blue screen? No, no. On the lower right side at the screen there's a letter word CA star date alpha. Do you see it? Yeah. Blue OK. What happened? Almost OK. Now. Now. Yeah it's gone now. You are now, if you check any of the devices
05:00
Speaker 1
Trouble, shooting, okay, uh, oh, yeah. destination port, destination, okay, logs. What is it telling me? Okay.
06:00
Speaker 2
in here, it will create options that are not available a while ago. Now go to troubleshooting. Under the logs, you can enable the logs. This is a little, it's not really significant unlike the typical logs coming from other devices that shows you who's connecting, who's disconnecting, something like that. It doesn't work that way. I know a tool that can help you with this one. Wireshark, if you're familiar with that one, it will tell you what are the connections, disconnections,
06:00
Speaker 1
Yeah. Um, wireshark. years ago. I used to use wireshark. How? Dun dun dun. How? uh uh uh, logins you use as far as you use as sell a router that does this logged into Yeah. Yeah. Okay. Yeah. Okay. But how, I mean. How? Okay. Okay. Um. How do you?
07:00
Speaker 2
And it's not just specific to any other device. It will tell you where is the disconnection. Is it coming from the internet or is it coming from the router or is it coming from the device. It's not a set of parties. I got it from experience, Wireshark. I'm an old, we are old people. Now they use different tools. Oh, you remember that one. This is the problem limited. Go ahead. You're asking. No, we don't have that one. Unlike the WRR before, the old, old ones, yes, those are loggings. It
07:00
Speaker 1
connect directly to the to the router which which I am and then it starts going down you lose internet connection does the light on the router turn red yes it does um have I restarted the modem restarted the router yes I have um then it says verify your modem connection is the Ethernet cable from your modem plugged firmly in yes it's firmly in there what else does it prompt me what are the other well that's and then that's the only suggestion your help chat bot or whatever it is tell yeah that's all link bot what what am i to but what I like is this page it's in front of me that clearly shows the network status and that shows my device yeah I'm connected directly to the router but then it starts going down you lose internet connection does the light on the router turn red yes it does um have I restarted the modem restarted the router yes I have um then it says verify your modem connection is the Ethernet cable from your modem plugged firmly in yes it's firmly in there what else does it prompt me what are the other well that's and then that's the only suggestion your help chat bot or whatever it is tell yeah that's all link bot what what am I to but what I like is this page it's in front of me that clearly shows the network status and that shows my device.
09:00
Speaker 2
[silence] [silence] [silence] [silence] say that
09:00
Speaker 1
the router and the internet and it shows the internet i've seen the screen, it shows the internet connection goes down it turns red i guess it's an X that appears there um is i there's there's no way for you guys to there's no way for you guys to log this you know you can't get to the web okay all right so i gotta do third party look at wire shark and see if that can't help me that yeah
10:00
Speaker 2
Good. I will send it to you. and you can, you're a techie. Uh, your tech theory. Right? You can understand technical stuff. All right. Let me read this one. research in this one. And then once I get a deeper understanding, I'll share it to you. give you your tips and guide so that you can take a look. Okay. Let me summarize. You have an internet connection that is intermittent in connectivity. Now, you reported this issue to your ISP. They said that is not them. They pointed in the router. You don't believe that the router is the issue because it seldom does right? It could be a hardware then. Yes. But if it isn't the hardware, it could be connectivity. Now, you wanted to get the news to prove to your ISP that it could be somewhere else, not necessarily the router. It could be the physical connection. It could be the MTF along the way on the inside of the ISP. [silence]
11:00
Speaker 1
Right. Okay. Fair. Thank you so much. Right. [silence].
12:00
Speaker 2
or could be the source itself. but that's not, what he wanted to. you can't see that. you cannot see that in the current logs because it's limited. my suggestion is a Wireshark, at least we can see the in and out intermittent, how many times disconnection, how many retries. that's a third party. I've seen that if this is a Cisco managed router, by all means we can see this by granular model. but this is a regular residential router, they limited it. and that's why it's cheaper. so let me get this one. I understand the problem. I understand your need. let me research this one and I may be able to help you. would that be fair? if I do try to factory reset and do things like that, we'll be doing shotgun and without knowing who's our target this right? and it's not fair. it's not good. we'll just be wasting our time. I'd rather get
12:00
Speaker 1
Okay. That's it. I appreciate you looking at this. Okay. Okay. Okay. All right, thank you. Yeah, we're good. You too. Nathan thank you Nathan bye bye. [silence]
13:00
Speaker 2
speech ends if there is anything else I can help you with anything else I can help Terry aside that one I know he I will I will I will be moving to level 2 so I'll take care of this for you I right now I'm handling level 1 calls. I'll be moving to level 2 calls. I may likely be the one to handle this for you. right then. are we good? okay then. thanks Terry and have a nice day. and thanks for calling. my name is Nathan. good day bye.
13:00