V2 Rubric Detail — 0f8925b6-637b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:46
Duration
17m 12s
Contact
Pam Gilkey
Issue Type
VPN
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132681
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VPN not working/Technical Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.8% (-35.2)

V2 Grader Summary

The agent failed to perform any troubleshooting, use available tools, or take ownership, instead redirecting the customer to ISP and IT without validating the router’s role. Despite technically accurate statements about modem-level failure and port forwarding, the lack of diagnostic process, poor communication, and no resolution path resulted in an unresolved case with high customer effort.

V1 Case Analysis

Customer (Pam Gilkey, 502-338-2126, gilkey@twc.com) reported inability to connect to Duo/Cisco VPN with 'domain name resolution failed' error on EA7200. Issue persists when connecting laptop directly to modem. Agent advised possible need for port forwarding but performed no router checks. Directed customer to contact ISP and IT for port details. No resolution achieved.

Troubleshooting Steps
  • Collected device model (EA7200) and serial number (32X10C6A905477) via phonetic spelling.
  • Confirmed that issue persists when connecting directly to modem.
  • Explained that router may block required ports for VPN and that port forwarding could be configured if port numbers are provided.
Key Observations
  • Agent correctly identified that the issue persists without the router, indicating upstream or configuration issue, but failed to leverage this insight for deeper troubleshooting.
  • Customer clearly spelled email address at [14:00], yet agent repeatedly misheard and incorrectly documented it (e.g., 'grggrl-g@twc.com' at [15:00], 'T-D-V-U-C comm' at [16:00]), showing poor listening and verification.
  • No DNS or router setting checks were performed despite customer's clear error message pointing to domain resolution failure.
  • Agent did not acknowledge customer frustration or provide empathy, despite customer expressing stress at [03:00] and [07:00].
Positive Highlights
  • Correctly identified that if the issue occurs without the router, the problem may lie with the ISP or corporate network, not the Linksys device.
  • Provided accurate high-level guidance that certain VPNs require specific ports to be opened via port forwarding on the router.
  • Successfully collected model number and, after clarification, serial number — meeting basic protocol requirements for device identification.
  • Directed customer to contact IT/ISP for port specifications, which is a valid step when internal resources hold critical configuration data.
Agent Errors / Gaps
  • Failed to perform basic DNS troubleshooting (e.g., check router DNS settings, suggest Google DNS, test name resolution).
  • Did not verify if customer could access router UI (http://myrouter.local or http://192.168.1.1) to review settings.
  • Did not suggest checking MTU size, firewall settings, or attempting a different device to isolate issue.
  • Repeatedly misheard and incorrectly recorded customer's email despite clear phonetic spelling, indicating poor data capture discipline.
  • Did not acknowledge or validate customer's frustration expressed early in the call.
  • Did not summarize next steps clearly or confirm understanding before closing the call.
  • Failed to document serial number accurately on first attempt — required multiple clarifications despite customer spelling it out.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve a valid outcome; redirected to ISP/IT without confirming root cause or offering actionable router-side fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., power cycle, DNS check, firmware update); relied solely on customer’s verbal report and ISP input.
R3 Partially Met Correct resolution path conf 92%
Agent correctly noted that if direct modem connection fails, router is not the root cause, but failed to offer best-effort troubleshooting for OOW device before redirecting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Identified symptom (VPN timeout, DNS resolution failure) but did not ask diagnostic questions about router settings, DNS configuration, or test connectivity beyond customer’s statement.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., guide customer to check router DNS settings, firmware, or port status); missed opportunity to verify configuration via local access.
T3 Met No misinformation conf 99%
Correctly explained that if VPN fails when connected directly to modem, the issue lies outside the router; also accurately noted ports may need opening for VPN.
Communication
C1 Not Met Clear & professional language conf 96%
Long silences, repeated miscommunications, no clear structure or transitions; failed to maintain control or set expectations.
C2 Partially Met Confirmed understanding conf 91%
Used some plain language but repeatedly misheard and misrecorded customer’s name and email, indicating poor adaptation to communication clarity needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Transferred responsibility to ISP and IT without attempting resolution; did not take ownership of guiding the case to closure.
O2 Not Met Proactive follow-through conf 95%
Provided vague next steps ('verify with Spectrum', 'ask IT for ports') with no timeline, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on available information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Failed to acknowledge customer’s frustration, repeated efforts, or work-from-home urgency; only offered perfunctory apologies.
X2 Not Met Tone & rapport conf 94%
Did not adapt tone or pace to customer’s escalating stress; remained procedural despite clear signs of irritation and urgency.
X3 Not Met Overall experience conf 97%
Repeatedly asked for same information (name, email), misrecorded details, and forced customer to repeat due to poor listening/recording.
Call Transcript21 turns · 24 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be recorded. 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. Please have your device's 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
I am so done. Okay. Tell me what that error on the screen says. The connection was reset and is not a fault. [silence] Now that's what's good to give in me. Connection attempt has failed. Please verify your internet connectivity. [silence] please verify internet connectivity. [silence] I'm not gonna hold for much longer. And we know the router's working. So I'm not, yeah, I'm not seeing anything. I'm looking at the routes. You can't see anything to lock. I don't think it's going to block. What's up? Yes, man. My name is Pam. And I don't know if you can, but I hope you can. I worked from home and on Wednesday, I tried to access my VPN from my laptop, which I've done every day for quite a while.
03:00
Speaker 2
Thank you for calling Linksys, this is Zepi. How can I help you?
07:00
Speaker 1
And it will not let me do it. We use a system called Duo and we use a system called Cisco. When I do log in to try to connect to the VPN, it's given me a message that it can't connect. Now Spectrum is my internet provider and I've talked to them and they said it's a router issue, which I have a Linksys router. Okay. The, you want the model number or serial number or both? Okay, the model num you want the model number or serial number? Okay, the model num yeah. The model numbers E is an Edward, A is an apple 7200 and is 32 X is an X-ray 1 0.
08:00
Speaker 2
M. okay, all right. so, ma'am, um, can I have first the model number and the serial number of your link is device? uh, both. both. model number and serial number. Mm, and the serial number.
08:00
Speaker 1
zero knows and Charlie, sixes on six, a sin apple nine oh five four seven seven. Yes. Uh-huh. Right. Well, I can't connect to my VPN. I can go when I try to connect through the router, it comes up with a message. Connection attempt has timed out. Please verify Internet connection. I know I have Internet. If I try to plug my ethernet cord straight into my modem to my computer, it still will not let me connect to the
09:00
Speaker 2
Okay, so that's 32 x for X-ray 1 0 C for Charlie 6 A for Apple 9 0 5477. Is that correct? Okay. And right now ma'am, you're unable to go online using the router. Are the VPN not working? Yes.
09:00
Speaker 1
do not uh... VPN. right it will not let me connect, it says connection failed due to unsuccessful domain name resolution. does that mean that Mhm. Correct. That is correct, yes. No, I did not. When I talked to Spectrum, which was last Friday, they asked me to do that. But I did not want to disconnect my full internet from my desktop because that way, because my husband was working and he needed the desktop
10:00
Speaker 2
VPN. Okay. Okay. So here's the thing. Okay. So you mentioned that you're still unable to connect to the VPN using your modem without the linksys router. Is that correct? So did you, did you, uh, uh, did you mention this to Spectrum that you still cannot connect to the VPN even without the links router, ma'am? Uh huh. uh, uh, uh, uh, [silence]
10:00
Speaker 1
Uh, so I couldn't. So today is the first time I've been able to actually do what they asked me to do. So does that indicate that it's a spectrum problem? 'Cause it won't connect. Yes, it was work I yeah, it's been working forever. Tuesday, it worked. I clocked out Wednesday morning, I tried to log in. Do you know what Duo is? I'm sure you do. It's an app. And when it popped, apparently I did not answer the Duo when I went to sign into my VPN. That's my IT people said that's not what's blocking it, something in either the router is blocking it, or a spectrum is blocking it. They seem to think it's Spectrum, but I needed to talk to you because Spectrum said it was the router.
11:00
Speaker 2
Yes, ma'am. Yes. there also a need for you to verify your VPN. Was that was it working before? It's a it's an application, Duo. Okay. [silence]
11:00
Speaker 1
So I don't know. Right. Mhm. Okay. Right. Okay.
12:00
Speaker 2
Okay. Yeah, actually, ma'am, with a router we can open some ports with that, but if ever the VPN is not working using the modem, then of course it will not work with a router. Because your router is behind the modem, [silence] okay? It also relies on the connection from the modem. And with the VPN, there are ports needed to be open. We can do that on the router if you have the ports. You may also need to ask that from your IT personnel, okay? If they do have the ports needed to be open for your VPN connection. Okay? We will gladly do that on the Linksys router. Okay? That's what we can do from our end. But you also need to verify this with spectrum since you mentioned that your VPN connection is still not working with just the modem. Okay? Without the Linksys, it's not working. Okay? So we just need to verify this with your internet service provider.
12:00
Speaker 1
right right no it's not working with the modem some connected verbally connect them through the modem to my laptop okay okay okay. Well, I know my husband went online. He can see, I guess we must have access to the to the Linksys whatever, and he could not see where anything said it was blocked. It looked fine to him. So now I just need to go back to spectrum then, and tell them that I've tried this. It's not working. So it has to be something they're blocking.
13:00
Speaker 2
it working unless it's working with the Ma then we will really try to work on that on your links is router like well mm hmm yeah so probably there's a need for you to mention that with Spectrum okay mm um you may also need to verify that with your IT uh personnel ma'ham okay if there's a need for them to um adjust some settings on your VPN software or something like that so yes.
13:00
Speaker 1
Is that? Yes. Okay. Okay. My name is Pam. It's Gilkey, G-I-L-K-E-Y. Mm-hmm. 502, sure. It's 502-338-2126. Email is gilkey, G-I-L-K-E-Y, at TWC.com. [silence]
14:00
Speaker 2
yeah. and you said that, um, the, Internet is working on your, like, system router, so, uh. yeah, so actually the router is configured just properly. so if there's a need for us to open some ports, you may, uh, check, that with your, IT, personnel, um, just ask for the ports, and we can do that on your, system, router. ma'am, I'm sorry, I wasn't able to get your name. Pam. your last name is, Okay, chelki. And can I also have your phone number, ma'am, for documentation purposes? Okay, and what about your email? [DOWNWEIGHT] twg.com. TTC or twg as in George twc.com. Okay, yeah, I'm sorry, let me verify that that's grg grl-g at twc.com. Okay. At twc.com. So that's g-r-e-g-g-i-L at twc.com. I'm sorry, cuz you're really cutting out. I, I wasn't able to get it right.
14:00
Speaker 1
You you you you you you you you you you you you you you you are you are right you yeah, yeah, yeah, yeah Yep, yeah Okay. And one last thing. Yes ma'am, let me clarify. You said you could open ports if if I needed you to, but I need the port number. T What numbers bro? Okay Okay, and that's what that's what Spectrum is telling me? but uh since it did not work from the modem to my laptop then it's not your all's issue. Okay, that's that's that's what I needed to know. All righty. Thank you so much. I appreciate it.
16:00
Speaker 2
G-L-L-K, okay, G-I-L-K. All right. At T-D-V-U-C comm. Okay. All right, well, thank you for that information, Miss Pam. So, if ever you need to call us in the future, just give us your phone number, so we could pull up your record. So would there be anything else? Mhm. Sure. Go ahead. it's needed, yes. Yes, you need the port numbers from your internet, from your IT personnel, ma'am. Usually for VPN, yes, there's a need for us to open ports on your Linksys router, because there are some ports blocked by the router. Yeah. Mhm. That is correct. Okay. Thank you so much for your time, ma'am. For more information,
16:00
Speaker 1
Okay. You too. Thank you. Bye-bye.
17:00
Speaker 2
Please visit our site, support.linksys.com. This is Epi again from Linksys. Thank you for calling. Have a great day. Bye bye. Bye. Sure.
17:00