V2 Rubric Detail — 155eb85c-6a6f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:07
Duration
18m 42s
Contact
Alyssa Downes
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133784
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided performing any actual troubleshooting despite the issue being within L1 scope for an out-of-warranty device, instead immediately pivoting to paid service or a passive email guide without attempting best-effort resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps or meaningful troubleshooting for a reported Wi-Fi outage, despite the issue being within L1 capability even for an out-of-warranty device. While technically accurate about warranty status and product generation, the agent defaulted to avoidance by offering only a paid service or future email guide, violating the expectation of best-effort support. No empathy was shown, and customer effort was increased through redundant data collection and unresolved connectivity issues, resulting in an unresolved case and a critical failure due to evasion of responsibility.

V1 Case Analysis

Out-of-warranty E2500 customer reported Wi-Fi outage. Agent offered paid support or free guide without performing troubleshooting. Customer chose guide; email sent to LizaDowns13@gmail.com.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent skipped all KB-mandated WiFi outage troubleshooting steps (reboot, power-cycle, LED/WAN checks) despite clear customer-reported outage.
  • Paid support offered before attempting any free diagnostics, violating KB guidance for out-of-warranty triage.
  • Customer name recorded incorrectly (Alyssa → Liza) causing data inconsistency, though email was correct.
  • ISP identified as 'TVS' (likely misheard Spectrum/Comcast) but did not impact technical guidance.
  • Long silences and zero active troubleshooting reduced call efficiency and engagement.
Positive Highlights
  • Correctly identified E2500 as legacy E Series and communicated out-of-warranty status per KB (universal_support_contacts.md).
  • Provided a self-help path (email guide) when customer declined paid support, aligning with KB allowance for out-of-warranty cases (universal_escalation_guide.md).
  • Clearly explained replacement/RMA ineligibility due to warranty expiration per KB.
Agent Errors / Gaps
  • Failed to perform any basic WiFi outage troubleshooting (reboot, power-cycle, LED status, WAN connectivity) per KB requirements (adjacent_connecting_devices.md, universal_escalation_guide.md).
  • Presented paid-support option before attempting free diagnostics, contradicting KB protocol (universal_escalation_guide.md).
  • Misrecorded customer name as 'Liza Downs' instead of 'Alyssa Downs', creating data inconsistency.
  • Misidentified ISP as 'TVS' (likely transcription error of actual ISP name).
  • Did not collect serial number despite IVR prompts and agent request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No troubleshooting was performed and the issue remained unresolved; the agent only offered a future email guide without resolving the Wi-Fi outage.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped basic diagnostic steps like rebooting the router, checking LED status, or testing connectivity; jumped directly to warranty status and paid support options.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-warranty and acknowledged limitations, but failed to provide best-effort troubleshooting (e.g., factory reset, firmware check) before offering paid service or a guide.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process followed; agent did not identify specific symptoms (e.g., no internet vs. no Wi-Fi) or ask targeted questions about modem behavior or device connectivity.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — not even a request to check the router’s LED, access http://192.168.1.1, or perform a power cycle — despite this being a basic connectivity issue resolvable with standard diagnostics.
T3 Met No misinformation conf 98%
Agent accurately stated the E2500 is a legacy Wi-Fi 5 device and out of warranty; no technically incorrect information was provided.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected customer details and maintained basic call flow but failed to set expectations, explain next steps during the call, or guide the interaction toward resolution; transition to paid service felt abrupt.
C2 Met Confirmed understanding conf 93%
Used simple language, confirmed model and serial number clearly, and avoided technical jargon; communication was accessible despite lack of empathy.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent did not transfer the call and committed to sending a guide, showing some ownership, but did not attempt to resolve the actual issue during the interaction.
O2 Met Proactive follow-through conf 95%
Clearly stated that a setup guide would be emailed to liza.downs.13@gmail.com after the call and instructed the customer to follow it.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was made, and none was warranted — the issue was within L1 scope and could have been addressed with basic troubleshooting steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and the situation did not require one.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged the customer’s frustration, repeated effort (having called ISP and Cisco), or inconvenience; no empathetic statements were made.
X2 Not Met Tone & rapport conf 92%
Agent maintained a flat, transactional tone throughout and did not adjust pace or style in response to customer hesitations or confusion; interaction lacked engagement.
X3 Not Met Overall experience conf 95%
Customer was asked for multiple personal details (name, number, email) and still left with full burden of self-resolution via an unsent guide, increasing effort unnecessarily.
Call Transcript16 turns · 18 lines
Speaker 1
Hello. I just got off the phone with Cisco and they gave me this number to get some further help with my Wi-Fi.
00:00
Speaker 2
Hi. Welcome to Lynx's 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.Lynx-Sys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, 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. Hi, thank you for calling Lynx's, how can I help you today? [silence]
00:00
Speaker 1
and So, I, yesterday, my Wi-Fi went out. I called my provider and then, um, they said it's probably an issue with the modem. So they directed me to you guys to give you a call, see what we can do. Uh, TBS. Mm-hmm. Uh, TBS. It's gonna be, uh, 10 A20 DC
01:00
Speaker 2
[silence] Yes, and how can I help you, ma'am? [silence] Uh-huh. [silence] Uh-huh, I see. Whose is your internet provider, ma'am? TVS, uh, Tango Victor Siera. [silence] Is that the right name, ma'am, TVS? [silence] Okay, may I also have the city and the number of your node, please?
01:00
Speaker 1
Six seven three five zero nine eight one. It's the last four, zero nine eight one. Yeah, everything else. 970-889-4775 Alyssa Downs alcohol >< DowNES Atomic City <silence> downes
02:00
Speaker 2
over, mom? Okay, how about your first and last name, mom? How do you spell your last name, ma'am? W. Got it. Thank you. How about your email address? 13-AT-vail.
03:00
Speaker 1
[silence]
04:00
Speaker 2
Okay. Do you happen to see a serial number, ma'am? Yeah, that's ending with 0918, right? Sorry, is it 50981? How about the model number, sir? E5. e2500. How long have you been using this device, ma'am? Hello. Hi ma'am, yeah it seems that uh, this is an E2500. How long have you been using this ma'am? Four years up.
04:00
Speaker 1
yeah, I believe so. at least. yeah, it looks like it. I mean, the internet light and the light by the power cord are both green.
15:00
Speaker 2
okay. And you confirm that your that your modem is working fine. It's up and running. Correct. Okay. Just for this device, ma'am. It shows that this is part of our legacy routers. This is e25 00. That's what you have mentioned. And uh, this device then is already using an old network or old Wi-Fi network old. So yes, we can try to do troubleshooting for this device but then since this is already an out of warranty device, we can no longer have it replac- or refund.
15:00
Speaker 1
So, if that the trouble shooting doesn't work I just have to re-purchase another modem? Mhm. Okay. So, would I how would I go about doing that? Okay.
16:00
Speaker 2
Um. Yes ma'am, that will be a good idea because this router ma'am is still under Wi-Fi 5 and, you know, if your modem is an upgraded version then that's not the reason why it will not connect. Hmm, okay. So, yes, for this one ma'am, since this is still uh, you can still, you can try to troubleshoot the device but since this is, this is already out of warranty I can offer you two options for this. Uh, we do have a paid service that is 15, [silence]
16:00
Speaker 1
I guess I'll try the free kind first.
17:00
Speaker 2
- For an hour of troubleshooting, ma'am, and that way I'll be able to walk you through step-by-step with a guide on how you can set this node. Other option, ma'am, this is for uh this is uh free. I can provide you the guide on how the nodes or how this router is configured, but that will be sent to your email address. Which one would you prefer, ma'am, would you like to take a risk and have it troubleshoot for $15 or would you like to try first the free guide?
17:00
Speaker 1
Yeah, yeah, it is. okay Cool. You too, thank you.
18:00
Speaker 2
Okay, okay, so anyways, that, that will be sent to your email, ma'am, after this call, that will be, Liza Downs, number one, three, at gmail.com, right? Okay. Okay, so please wait for that email, ma'am, and just follow the guide, and you'll be able to configure your Wi-Fi network. Okay, thank you, ma'am, and have a good day. Please stay safe. You're welcome. Bye bye.
18:00