V2 Rubric Detail — 0fa605e6-5f5c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 14:54
Duration
9m 17s
Contact
Jesse Arkfeld
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132024
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Auto-Zero applied: T3 Not Met due to provision of materially incorrect information: agent directed customer to 'www.Links.com/support', a non-existent URL. This constitutes a critical failure under rubric section F (Non-Adherence to Documentation) as it undermines trust and prevents access to valid support resources.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.43/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent followed a logical diagnostic path by recommending a direct modem test and created a ticket for continuity, but failed to resolve the issue or demonstrate empathy. Critically, the agent provided an invalid support URL, which constitutes a material inaccuracy warranting auto-zero. The interaction ended with no service restoration and unresolved root cause.

V1 Case Analysis

Customer reports no internet after router reboot. Agent advised power-cycle modem/router and suggested direct-connect test. Did not confirm test results. Provided ticket LTS00132024 and incorrect URL (www.Links.com/support). Customer to call back tomorrow.

Troubleshooting Steps
  • Advised power-cycle modem and router with 1-minute wait.
  • Suggested waiting for stable DSL light before powering on router.
  • Recommended forgetting and reconnecting Wi-Fi on iPhone.
  • Proposed direct-connect test of computer to modem.
Key Observations
  • Agent provided an incorrect and unsafe support URL: 'www.Links.com/support' (not a Linksys domain).
  • No product model, serial number, or warranty status was collected or verified.
  • Agent did not confirm whether the direct modem test was performed or succeeded.
  • Customer mentioned hardlining a computer tomorrow, but agent did not follow up on this critical diagnostic step.
  • Call ended without validating any troubleshooting steps or confirming technical resolution.
Positive Highlights
  • Agent maintained a polite and professional tone throughout the call.
  • Provided a ticket number (LTS00132024) for continuity in future contact.
  • Suggested valid diagnostic steps: power-cycling sequence and direct modem test.
  • Correctly advised modem-first, router-second power cycle sequence.
Agent Errors / Gaps
  • Provided materially incorrect and unsafe support URL: 'www.Links.com/support'.
  • Did not collect product model, serial number, or warranty information, violating protocol requirements.
  • Failed to confirm outcome of any troubleshooting step, including the critical modem direct-connect test.
  • Did not verify whether the customer successfully reconnected to Wi-Fi after forgetting the network.
  • Issued a HappyFox ticket without ensuring basic case data was captured or validated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer repeatedly states 'no internet connection' and the call ends without service being restored or a confirmed resolution path.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides customer through power cycling modem and router, checks iPhone Wi-Fi, and suggests direct modem test — but skips checking cable connections, model number, or WAN status.
R3 Met Correct resolution path conf 80%
Agent correctly identifies need to isolate modem vs. router issue and sets up follow-up via ticket, aligning with best-effort troubleshooting path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (no internet) and initiates reboot sequence, but does not ask about LED status, model, or physical connections to narrow root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately recommends testing internet directly at the modem — a valid and necessary diagnostic step for this scenario.
T3 Not Met No misinformation conf 95%
Agent provides incorrect URL: 'www.Links.com/support' — which is invalid; correct domain is support.linksys.com (per KB references).
Communication
C1 Met Clear & professional language conf 85%
Agent maintains control, gives clear instructions in sequence, and transitions logically from reboot to next-day test plan.
C2 Met Confirmed understanding conf 85%
Agent uses simple, non-technical language and repeats steps clearly; adapts to customer’s pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owns the case, creates a ticket, and does not transfer — demonstrating accountability for continuity.
O2 Met Proactive follow-through conf 90%
Agent provides ticket number and confirms customer can call back tomorrow — clear next step with ownership and timeline.
O3 Not Applicable Closure confirmation conf 95%
No prior case history mentioned; no handoff occurred — this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation needed yet — agent is following correct L1 diagnostics and has established a path forward.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, and none was warranted at this stage of troubleshooting.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledges customer’s frustration or expresses empathy; interaction remains transactional throughout.
X2 Partially Met Tone & rapport conf 80%
Agent communicates clearly but does not check in on emotional state or adjust tone in response to customer’s expressed fatigue.
X3 Partially Met Overall experience conf 80%
Providing a ticket number reduces future effort, but deferring the critical diagnostic step to the next day increases customer burden.
Call Transcript16 turns · 16 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? Hi, this is Dennis from Linksys. May I talk to Jessie? Am I talking to Jessie? All right, thank you for answering the phone. Yeah, I'm calling you to see the status of your router after rebooting it. There is no internet connection still. I see. How about this one, can we try to reboot um the modem and the router? Um, let's see if there is any difference. So this time just turn off the modem. Turn off also the
00:00
Speaker 2
Good. [silence] Fine. It's not no internet connection. [silence] Correct.
00:00
Speaker 1
just the router and leave them off for a minute. After a minute, turn on the modem. Wait for the modern to get stabilized before you turn on the router, okay? Right, correct.
01:00
Speaker 2
Yeah, we're waiting, a, minute and then I'm gonna plug in the modem, we wait for that light to turn solid, and then turn on the router. Okay, [silence] [silence] [silence] [silence]
01:00
Speaker 1
Go ahead. [silence] Yes, that will be better because we need to make sure that your modem is also providing you internet access, so that we are make sure that your router is really connected to the internet while it's plugged into the modem, because the main force of your internet connection is [silence] Modem. [silence]
02:00
Speaker 2
Okay, I'm going to plug it back in. And if this doesn't work, I was thinking, you know, I could bring a computer out here tomorrow and I can hardline tomorrow.
02:00
Speaker 1
Is your modem okay? Right, that is why it is better if you have a computer to really test that your modem is really functioning well or not.
03:00
Speaker 2
Yeah, yeah, yeah. I know. And the lights, it says I got a, you know, solid DSL light. So, I don't know if that means it's connected, really connected, but it is, every time it is showing a solid light. Okay. [silence]
03:00
Speaker 1
Which one is solid the light on the road? Okay is it solid white? Ah, okay, okay. All right, thank, yes, please go ahead. Okay, wait for it until the light is solid white. Okay. Okay.
04:00
Speaker 2
Okay, it's solid. I'm gonna plug in the router. Yeah, the DSL, DSL is, Yep, connected, so I can plug in the router. It's plugged in. Okay.
04:00
Speaker 1
All right. Can you double check your iPhone, please? Forget the network and reconnect, okay?
06:00
Speaker 2
We got solid white. [silence] Forget it okay.
06:00
Speaker 1
There is still no internet connection. I believe it that is the case, we need to really test if the computer can go online straight to the modem. So we need, we need to bypass the router and connect our computer straight to the modem and test first if the mode, if the computer can go online while it's attached to the modem. Okay. Oh sure, let me provide you a ticket number so that when you contact tomorrow, we will be able to pull up your record right away. Um, are you ready to write down?
07:00
Speaker 2
I got a blue check mark and it says no internet connection, what yeah I understand, I understand okay so I'm gonna call back tomorrow. bye ready
07:00
Speaker 1
Okay. Your ticket number is LTS, it's L for Laura, T for Tom, S for Sam. 00132024. And there are only two zeros after the letter S, LTS00132024. All right. So, is there anything else that I can help you with before we end this call? You're most welcome. And for more details about our products and services, feel free to visit our website, which is www.Links.com/support. And thank you again for contacting Linksys. Jessie, this has been Dennis again. You have a great day. Goodbye.
08:00
Speaker 2
LTs 00 132024 Yes correct. No man. You did, great. Thanks I'll call back tomorrow. Thank you bye.
08:00