V2 Rubric Detail — 20f10230-6374-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:56
Duration
11m 23s
Contact
No name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132663
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent misidentified customer's device (E2500 as Lenovo laptop instead of Linksys router), demonstrating material technical inaccuracy (T3 Not Met) and failure to apply basic product knowledge, which constitutes a critical failure under rubric standards.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's lack of internet, provided technically inaccurate information, and abdicated ownership by directing the customer to the ISP without performing basic troubleshooting. No tools were used, communication was ineffective, and the interaction ended without resolution or proper closure, resulting in an unresolved case with critical accuracy failures.

V1 Case Analysis

Customer reports no internet; unable to identify router model; agent did not provide troubleshooting and call ended without resolution.

Troubleshooting Steps
  • Requested serial number
  • Requested model number
Key Observations
  • Agent misidentified the customer's device as a laptop rather than a router.
  • No proper WAN/modem troubleshooting was performed.
  • Long periods of silence and no clear guidance were evident.
  • Agent failed to collect essential information (model verification, topology) before attempting assistance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrectly assumed "E2500" referred to a laptop.
  • Did not ask about modem/WAN connection, LED status, or power‑cycle steps.
  • Provided no actionable troubleshooting steps for lack of internet.
  • Ended call without confirming a resolution or setting a follow‑up.
  • Poor empathy and communication; repeated silences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid path forward; ended call without confirming resolution or offering actionable steps beyond contacting ISP.
R2 Not Met Diagnostic thoroughness conf 97%
No structured troubleshooting performed — skipped reboot, modem test, or WAN status check; relied solely on LED observation and ISP referral.
R3 Partially Met Correct resolution path conf 92%
Suggested contacting ISP, which is appropriate for no-internet cases, but failed to first verify modem/router status or connection type (DHCP/PPPoE), missing key diagnostic context.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic sequence — did not identify symptoms (e.g., WAN IP, connection type), skipped basic questions, and assumed ISP fault without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., router UI, speed test, WAN status) that were necessary to diagnose a no-internet issue; relied only on customer’s verbal description.
T3 Not Met No misinformation conf 98%
Misidentified E2500 as a Lenovo laptop instead of a Linksys router model; incorrectly stated that back-panel lights indicate router activity without confirming WAN connection status.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, no expectations set, no control maintained — agent responded reactively and allowed call to end abruptly without closure.
C2 Not Met Confirmed understanding conf 96%
Used incorrect terminology (e.g., laptop model for router), failed to adapt to customer’s confusion, and did not confirm understanding at any point.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by immediately shifting responsibility to ISP without attempting diagnosis; did not commit to resolving the issue.
O2 Partially Met Proactive follow-through conf 90%
Provided a next step (contact ISP) but gave no timeline, follow-up plan, or detailed guidance on how to proceed or what to report.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was basic connectivity, not a confirmed hardware fault or complex case.
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 96%
No empathy expressed; ignored customer’s frustration and repeated difficulties; remained transactional and disengaged.
X2 Not Met Tone & rapport conf 95%
Did not adapt to customer’s pace or emotional state; used confusing language and failed to maintain engagement, leading to customer disconnection.
X3 Not Met Overall experience conf 97%
Customer had to repeat information, struggled to read serial numbers, and was asked to take a screenshot despite lacking a phone — unnecessary effort imposed.
Call Transcript20 turns · 22 lines
Speaker 1
Welcome to [contact information]. Oh yes, your [inaudible]. [carmen] Your warranty products or support is not available. Depending on the issue, to learn more about your service options. Please have your devices, serial number and contact information ready. I am very sorry, but I do not have the invoice.
00:00
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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. 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. [silence] Thank you for calling Linksys. This is Ice. How can I help you?
00:00
Speaker 1
or whatever number you require. I don't I don't have that but and it may not even pertain to my computer. It might just pertain to the one upstairs. Um but I don't have any internet. I can't get through and I just got done talking to Spectrum who is in takes gives me the internet and they said it doesn't sound like it was their problem that it might be links. But um I don't think I don't think that links is for my computer. I think it's for the one upstairs. So, do you have any suggestions? What I just told you. I do not have it. I don't know what it is.
01:00
Speaker 2
[silence]
01:00
Speaker 1
[silence] See, that's what I mean. I don't have any way to get to anything because I don't have any internet. Let me play. No. I just clicked on it and it is um and that came up. There is a. [silence] Okay, so you you won't be able to help me get internet. And is that what you're telling me? Because right now, the time shop is the distribution enter to device. If we last to the internet turn it off, it's nothing got any internet there. There are four devices. It says there are four devices connected to your router. [silence] [silence]
02:00
Speaker 2
What I mean to say, ma'am, is that if it's really internet, then you really have to contact your internet service provider because your router function is to distribute internet to your devices and it will not distribute internet to your devices if it doesn't get any internet supply from your modem, the modem which is provided by your internet service provider. Because sometimes, because you have to know, ma'am, you have to know, ma'am, that your internet service provider may have a connection, their connection, their land connection may be good, but it could be the modem, the one that's
03:00
Speaker 1
Uh, yeah, okay. Well, thanks anyway. Bye. What? Yeah, what? Can you confirm? A light. Uh, I'm looking. I don't. I don't know. I don't see a light. Um, I don't know where it would be. I don't know what it is.
04:00
Speaker 2
that they provided to you may have an issue with its hardware or its configuration. So tell me. Okay. Ma'am? Can you confirm if your router is showing a light light color? The L.E.D. Okay, provide me the serial number so that I could check. Hello?
04:00
Speaker 1
Yes. Just a minute. I'm looking. Yes, I am. And I said, hold on just a minute. I am trying to find the number. Okay. I see some numbers, but I can't read them. Give me a minute. I can see the screen directly. Do you have a cell phone? I don't have a cell phone. I'm sorry. [silence]
05:00
Speaker 2
Yeah. Are you still there? [silence] Okay. You can take a screenshot of it on your phone so that you can enlarge it on your phone.
05:00
Speaker 1
there are three different numbers, and I don't know which one is which. [silence] [silence] Okay, um I I I don't I think we have it. start Does it have a uh well never mind. I'm just going to give you this one and see if this works for you. Um 10 A 30 C 638 09 683 [silence]
06:00
Speaker 2
Uh, the one that has a, say, serial number. It's usually above or below the MAC address. If you can see the MAC address, then above that or below that, there is a serial number. It usually have 4T.
06:00
Speaker 1
Yeah. do you want me to just email that to you. Well, there's another number, but it says Mac address.
07:00
Speaker 2
1 0 a for Apple 3 0 C for Charlie 6 3 8 0 9 6 8 3 all right Uh can you check the model number of this It's also in the product label sticker Uh if you see the Linksys logo usually it's beside the Linksys logo or below that You see the SN
07:00
Speaker 1
Yeah. Um. No, I don't know. Are you sure that that is? L-I-N-K-S? What's that say? E-E-E-2500. E2500, is that it? five zero zero is not showing any light. Well, from this side of it, I can't see one. I mean, if it's where all the wires hook into it, I'm oh yeah, it does have lights. I see them now. I got a flashlight and I'm looking through to the back where all the wires soak into it and yes, there are green lights back there.
08:00
Speaker 2
So that's the model number of your Lenovo laptop, E2500. And you say it's not showing any light? Okay, so if it's showing a light there, then it means there's activity on your router.
09:00
Speaker 1
Okay. Okay. Did you? Uh nope. I just haven't had my computer on for a little while because first of all it kept telling me I was locked out because I couldn't sign in because I didn't know what the email address was. So I just didn't turn it on for a long time. So now I turned it on and it's telling me I don't have Chrome. I can't get on the internet. And I was talking to spectrum about some other business and I mentioned all that to them and they said, well, we don't think it's us. You need to call the links. [silence] talked to them. And I mentioned all that to them and they
10:00
Speaker 2
The lights on the back of your router showing as being bright indicate activity. Your modem router is not receiving or sending data if there is activity present. Consider the router's back panel to see if there was a power outage or internet service interference.
10:00
Speaker 1
[silence] So she gave me a number. So I called and it ain't you, so, thanks anyway. I appreciate it. All right. No, you don't need it. Thanks. Bye.
11:00
Speaker 2
Let me see. All right. May I have your name, ma'am, so I can create a record for you? [silence]
11:00