V2 Rubric Detail — 16d0abf4-6ac0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 02:47
Duration
28m 24s
Contact
Charles Goodman
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately deflecting to ISP without any troubleshooting or attempt to resolve, effectively abandoning the support obligation.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided no technical guidance, and abdicated responsibility by directing the customer to call their ISP without assessing the device or network. The interaction lacked empathy, structure, and ownership, culminating in a dismissive 'That’s all the help you get.' This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to see any Wi-Fi networks; agent suggested power cycle and directed to Spectrum without proper diagnosis. No device info collected, LED status ignored, issue unresolved.

Troubleshooting Steps
  • Suggested power cycle (unplug/replug router)
Key Observations
  • Agent failed to collect product model, serial number, or confirm device ownership despite customer being on hold and available.
  • No standard troubleshooting performed: skipped LED interpretation (flashing blue/no lights are escalation triggers per KB), router login attempt, reboot sequence, or ISP verification.
  • Agent incorrectly redirected customer to Spectrum despite customer confirming Spectrum does not provide/support the router, violating KB escalation guidance for hardware/LED issues.
  • Missed clear escalation triggers: solid red or no LED after reboot requires immediate escalation per universal_escalation_guide.md Step 2, but agent did not recognize or act on this.
  • Call ended with dismissive, unprofessional statement: 'That's all the help you get' — violates communication standards and provides no self-help or next-step guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to follow Linksys support protocol: no device identification, no warranty check, no case creation, and no documentation of the issue.
  • Did not perform basic troubleshooting per KB: skipped LED interpretation, router login, reboot sequence, or ISP verification.
  • Provided incorrect support path: redirected customer to ISP despite customer confirming ISP does not provide the router, violating KB guidance for hardware/LED issues.
  • Missed clear escalation triggers (no LED or flashing blue after reboot) which require immediate escalation per universal_escalation_guide.md Step 2.
  • Gave unprofessional closing: 'That's all the help you get' — violates empathy and communication standards, and fails to provide self-help or escalation path.
  • Did not attempt to access local router interface (192.168.1.1 or myrouter.local) to verify settings or connectivity, despite customer reporting no Wi-Fi networks visible.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the Wi-Fi visibility issue and ended with 'That’s all the help you get,' indicating no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken (e.g., reboot, LED check, login to router); agent immediately directed customer to call ISP without investigation.
R3 Not Met Correct resolution path conf 97%
Agent failed to determine device status or attempt any Linksys-specific troubleshooting before telling customer to call Spectrum.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent asked no relevant diagnostic questions about model, firmware, connection type, or symptoms beyond vague prompts.
T2 Not Met Appropriate tools / resources used conf 97%
No tools (e.g., http://192.168.1.1, speed test, firmware check) were used or suggested despite clear need.
T3 Not Met No misinformation conf 96%
Agent incorrectly told customer to call 'Spectre' (mispronounced ISP) and gave no accurate technical guidance.
Communication
C1 Not Met Clear & professional language conf 97%
Call lacked structure, expectations, or control; agent drifted and failed to guide the interaction effectively.
C2 Not Met Confirmed understanding conf 96%
Agent used no adaptation in language, provided no comprehension checks, and failed to clarify customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent abdicated ownership by directing customer to ISP without first attempting to diagnose or resolve the issue.
O2 Not Met Proactive follow-through conf 97%
No clear next steps or timelines were provided; only vague suggestion to call ISP without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; continuity not applicable for first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted at the point of contact due to lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy; closing with 'That’s all the help you get' dismissed customer frustration.
X2 Not Met Tone & rapport conf 97%
Agent did not adapt to customer’s emotional state or pace; customer repeated issues due to lack of engagement.
X3 Not Met Overall experience conf 98%
Customer was forced to repeat information and told to call ISP, adding unnecessary effort and friction.
Call Transcript2 turns · 15 lines
Speaker 2
WELCOME to Allux 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 products, paid support may be available depending on your issue. To hear more about 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. Does what does that Does that work? Yeah, thanks.
00:00
Speaker 1
What networks can you see Tracy? Can I go to set up Wi-Fi things? Yeah. It's on my mobile. And I don't see anything table house. The network's not even showing up. That's why I thought spectrum showing the problem spectrometer. I only have one network that shows up on mine. So I've got other networks, but nothing like the, it's all neighbors. It's a spectrum set up and a spectrum set up. Oh, there we go. Yeah, no, I see that. Oh, fuck. So, I don't know. Do what? I don't know why it's not a it's a spectrum problem. Because they just provide the wi-fi. They don't provide the router. They want $5 a month for a router. No. Did you tell them that our internet was showing up? Yeah, she says it's working, but do it wouldn't show up here. I wouldn't think we have there's no there's no spectrum internet showing up. Okay, Tracy. how about, how about I'm not, how about if you make the telephone call? No, I'm just telling you what I know, okay, you know more than I, Nothing's showing up. Nothing's showing up, so how about if I give you. Check your network. How about if I give you the telephone number and you can call spectrum and talk to them. I mean, I'm happy to try. Huh? I'm happy to try, but we don't even know what our problem is. Are you trying to call used telling me that our internet is up and running and she can see it's connected. And. So she says it's our router, not our modem. And since they don't supply our modem, I mean, our router, she can't help me. All right here we go. No. How do we get hold of the. How do we what? How do we get hold of our router? Our router people. I'm on the phone on hold right now. Listening to music. All right you won't be in the video try and call them back. Well you can call and ask them questions if you would like. I'm happy to help. What what what do I call? Uh You need to call. Spectre. So our internet is under spectrum business. Do what? Sure. unplugged. back in. If you have a separate router, back in also. okay. do hang up? If your internet isn't back online in 10 minutes or so, make a call. Is there anything else? That's all the help you get. Do you speak to an agent? [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] What are four digits 307 no 1 3 3 4 1 3 3 4 [silence] [silence] okay, first one. Okay, perfect. We will go in the phone is trying to read it here. On this phone. You do make sure. Okay. Okay. Sure that people it can make over the back. Yep. And the either next people through. Yes. Yeah. Please upload it. Will Okay. Yeah, it's a lot. and see what it's going to do. All right, let's go. Thank you, Chrissy. A.S., here. Up, down. above again. Okay. Go straight in. Come back up. actually. See us. Yes. very just a one blue light flashing how am i doubles and i got to work. [silence] So I've got no blue lights on. Oops. [silence] We don't even have a blue light on this. [silence] Yeah I'm going to [silence] confirm that the [silence] light that you got for Midwest [silence] is a [silence]. I'm 1 175 yeah, that's my phone. Yeah. How soon can they get them there? He's looking. Okay. Got to be tomorrow. Okay. Okay. Okay. No, we're a business. I'm out. are. We can't get in it now, but now Paris, the modem's totally down. Oh, yeah, no, it's totally down. You got it. you got to be an expert. We're all through done the wire. Okay, one moment, I'm breeching out to help. It all feels so difficult to snap. [silence]
05:00