V2 Rubric Detail — 0f7ddc5c-71c6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 01:18
Duration
46m 7s
Contact
Don Chen
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135044
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 - reinstallation required, new modem

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall25.0% (+5.0)

V2 Grader Summary

The agent identified the router as end-of-life and promised follow-up instructions, but failed to perform any meaningful troubleshooting, diagnose the actual issue, or use available tools. While ownership was maintained and a next step communicated, the lack of technical process, empathy, and diagnostic rigor left the customer's internet issue unresolved.

V1 Case Analysis

Customer reports no internet after new Spectrum modem install; Wi-Fi connects but no internet. Agent incorrectly identified router as obsolete E-series, skipped all troubleshooting, and promised email with reset instructions. No resolution achieved.

Troubleshooting Steps
  • Collected router serial number
  • Incorrectly identified router as obsolete E-series
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power cycle modem/router, check WAN status, verify DHCP, test at modem) despite clear guidance in KB (universal_escalation_guide.md).
  • Agent incorrectly labeled the router as obsolete and end-of-life without verifying the model number or checking the support site for EOL status.
  • Agent skipped all diagnostic steps and jumped directly to replacement or reset, contradicting KB guidance for Internet/WAN setup issues.
  • Agent did not confirm whether the customer could access the router web UI (192.168.1.1) or admin password, which are critical for reset instructions.
  • Agent did not verify WAN connection type (DHCP, PPPoE, Static) or ISP requirements, which are essential for modem-router compatibility.
  • Agent promised to send an email with instructions but did not confirm sending it during the call, leaving the customer without immediate guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrectly stated the router is obsolete and end-of-life without verifying the model number or checking the KB/support site for EOL status. This is a material accuracy failure.
  • Skipped all basic troubleshooting steps (reboot, test at modem, check WAN IP, verify DHCP) per KB guidance for Internet/WAN setup issues (universal_escalation_guide.md).
  • Did not confirm whether the customer could access the router web UI (192.168.1.1) or admin password, which are required for reset instructions.
  • Did not verify WAN connection type (DHCP, PPPoE, Static) or ISP requirements, which are critical for modem-router compatibility.
  • Promised to send an email with reset instructions but did not confirm sending it during the call, leaving the customer without actionable next steps.
  • Failed to follow protocol for Internet/WAN setup issues, which require diagnostic steps before recommending reset or replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No resolution achieved; customer still had no internet and was only promised future email instructions after call.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps performed (e.g., check WAN status, LED indicators, power cycle sequence); only collected serial number.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified EOL status but failed to verify if the issue was truly hardware incompatibility or a simple configuration issue before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (e.g., WAN IP, LED state), skipped diagnostic questions, and jumped to conclusion without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools like admin UI (192.168.1.1), speed test, or remote diagnostics despite needing to confirm router status and connection type.
T3 Partially Met No misinformation conf 92%
Correctly stated router is EOL, but did not confirm whether Spectrum modem requires bridge mode or VLAN settings that could resolve issue without replacement.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no call framing, poor transitions, and failure to regain control after customer frustration; conversation was disjointed.
C2 Not Met Confirmed understanding conf 94%
Used technical terms without checking understanding; did not adapt language or pace to customer’s emotional state or multilingual confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on call, collected serial number, offered solutions, and committed to sending instructions—no unnecessary transfer.
O2 Met Proactive follow-through conf 95%
Provided clear next step: 'I will give you five to ten minutes... you should receive the email through Selena'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given agent attempted resolution path.
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%
Minimal acknowledgment of frustration ('Ah, Okay'), no sincere apology for long wait or empathy shown during customer's emotional outburst.
X2 Not Met Tone & rapport conf 94%
Agent maintained flat, transactional tone despite customer’s anger and confusion; failed to adjust communication style or check comprehension.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and email multiple times; agent could have documented it instead of making customer re-verify.
Call Transcript15 turns · 25 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 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.
00:00
Speaker 1
Yeah, guys, I'm just waiting on this call here. [silence] [silence] What the fuck? To stop? Let's do this. hello, thanks. i've been waiting for so long. can you, can you guys just help me please? my goodness. been waiting for forever, man. been waiting for three hours. Please leave your message for [silence] 아 foutu 없다 嗯嗯买了两账煤油了妈买料买了 jiao油妈买解油了姑娘 jiaoYard marche. Damn, hold me, bro, assist me. What's up man? Hello, um, my name is Jonathan, nice to meet you. Um, yeah, we have a problem. Our internet, so basically we got a new modem, a spectrum one, yesterday. So we...
11:00
Speaker 2
[silence] Thank you for calling Lyngis. My name is Nathan. May know, who am I speaking? Yes, Josh, right? Go ahead.
39:00
Speaker 1
I got a, uh, a new one. And so, when we try to use the Wi-Fi, it says we need to connect it, uh, enable it, or something like that. The Wi-Fi bar is full. So, like, it's good Wi-Fi, but we just can't use it. So, it won't what. So, if I connect to the Wi-Fi, it says no internet connection for some reason. So, yesterday, we, um, yeah, we try to connect it, uh, using the Spectrum app, but the Spectrum app, everything is fine. It says everything is, uh, there's nothing to connect. So, we guess it's the Linksys problem because we have a Linksys router. And we try to unplug it, wait five minutes, and refresh. We did it multiple times. It just doesn't work. So, yeah, we have no Wi-Fi right now, so.
40:00
Speaker 2
Ah, Okay. Can you give me the serial number of your Linksys router? [silence] All right. Can you please spell out the
40:00
Speaker 1
But is it at the bottom or at the top? At the bottom. Okay. 14Y30J079152110. Uh let me check that one more time. Uh yeah, 210. That's the ending right? So, uh I'm gonna repeat it again. Uh 14Y30J07915210.
41:00
Speaker 2
at the bottom turn it upside down and get a fine there so 110 is the ending one more time Get it mhm All right. I got it
41:00
Speaker 1
Yeah, we got a new Spectral modem. Everything was okay. Everything was okay with the old one. We just got we just got a new one yesterday. So, no. Yeah. [silence]
42:00
Speaker 2
You have an old router E8? [silence] Alright, so I see with me, I see it's still working. [silence] Okay. Do you have a new modem right from Spectrum? [silence] Okay. [silence] Okay. Is, I'll set an expectation with you. What's your name again? I didn't get it. My apologies. [silence] [silence]. Don, right. Okay. [silence] Don. Your router is a little bit, obsolete. It's end of life and end of support. Your modem is [silence] [silence]
42:00
Speaker 1
So what I do? What's the second option? I don't really understand well.
43:00
Speaker 2
updated, it's the latest work version. There may be some issue on compatibility, it may not work, right? Now, there are two solutions that I can offer. The best solution is yes, you need to replace your router and buy a new one, to match the new modem. Your modem is very fast. This router is slower. Now, another solution, that's the first one, the best one. Second solution, temporary, you can format this router, reinstall it. It may work for let's say few months a year max, and then during the time, you can plan to purchase or buy a new router, right? Okay, you need to format. You need you need to format, reset, and then reinstall it. I can give you the instruction, it's easy to follow. Can you give me your Trans Thursday, September
43:00
Speaker 1
Okay. My email. Okay, let me uh check my email real quick. 'Cause my phone don't have data, so I'm going to text my mom. I'm going to I'm going to use her email. Uh, so her email is Selena with C-L-I-N-A, C666@gmail.com. So C-E yeah, so it's C-E-L-I-N.
44:00
Speaker 2
Your email. I will send it to you. Give me your email. Yes. I sent it to your instructor. [ silence ] Something that you can receive. [ silence ] [ silence ] Entry six, right.
44:00
Speaker 1
Okay. Okay. Silence. Lot Sea 666. Dom. Chen. Okay. Thank you. Bye. Thank you. Uh. So, uh, do I call back or.
45:00
Speaker 2
[KEEP_UNCERTAIN] All right, Don, I will give you, give me five to ten minutes. I will write down the instructions step by step, one, two, something like that. that is easy to follow. Okay, five to ten minutes. You should receive the email through Selena, c666@gm.com. All right. Thanks Don. And yes, Selena c66636. What's your last name Don? I didn't get it. Then all right. Thanks, on, I will give you email after a call. By for now. Bye till then. I will send you an email and then Goodbye.
45:00