V2 Rubric Detail — 230a9144-6e73-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 19:47
Duration
10m 15s
Contact
Carson Thomas
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134329
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Computers don't have Internet
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to engage meaningfully with the technical issue, provided nonsensical statements about warranty status, and did not pursue resolution or escalation, indicating evasion of responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to resolve the issue, provided factually incorrect information, and showed no ownership or empathy. While a single diagnostic suggestion was made (modem test), the overall interaction lacked coherence, technical accuracy, and customer focus, resulting in an Unresolved outcome with auto-zero due to avoidance.

V1 Case Analysis

Customer unable to get internet on computers (Wi-Fi or Ethernet) while phones work; MX4000 mesh network; partial troubleshooting performed, no resolution achieved. Paid support option discussed but not pursued.

Troubleshooting Steps
  • Collected device model and serial number
  • Attempted warranty lookup
  • Asked about mobile device connectivity
  • Inquired about wired Ethernet connection to the router
  • Suggested testing direct modem connection
Key Observations
  • Agent collected model and serial number early in the call ([01:00]) and attempted a warranty lookup ([04:00]), which aligns with protocol.
  • Agent correctly identified the symptom pattern (mobile devices work, computers do not) and began isolating the issue by asking about wired Ethernet ([07:00]) and suggesting a direct modem test ([07:00]), which follows the logical troubleshooting path in universal_speed_below_plan.md Step 1.
  • Agent did not guide the customer through essential troubleshooting steps such as rebooting the router, checking LED status, or verifying DHCP settings, which are basic steps for connectivity issues.
  • Communication was often unclear, with fragmented instructions and long silences, making it difficult for the customer to follow.
  • Agent mentioned paid support option ($15) for out-of-warranty devices, which is correct protocol, but did not pursue it further or provide self-help alternatives.
Positive Highlights
  • Agent collected the product model number (MX4000) and serial number (38U10M5BB31728) early in the call ([01:00]), demonstrating correct protocol.
  • Agent attempted a warranty lookup based on the serial number ([04:00]), which is proper case management.
  • Agent correctly identified the symptom pattern and began isolating the issue by asking about wired Ethernet and suggesting a direct modem connection ([07:00]), aligning with KB guidance in universal_speed_below_plan.md Step 1.
  • Agent mentioned paid support option for out-of-warranty devices, which is correct protocol.
Agent Errors / Gaps
  • Failed to verify LED status or power cycle the router, which are basic steps in any connectivity troubleshooting flow.
  • Did not check or confirm DHCP settings or IP assignment on the affected computers.
  • Provided no actionable resolution or concrete next-step plan beyond the initial suggestion.
  • Communication was unclear and often unintelligible, with long silences and garbled speech.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ended without resolving the issue, confirming a fix, or providing a valid escalation, RMA, or educational outcome.
R2 Partially Met Diagnostic thoroughness conf 95%
The agent asked whether mobile devices work (confirming symptom isolation) and suggested a direct modem test, which is a relevant diagnostic step, though broader troubleshooting was lacking.
R3 Not Met Correct resolution path conf 97%
The agent incorrectly stated the device was 'out of Ryan two devices which are $15' — a garbled and inaccurate assessment of warranty status with no basis; no valid resolution path was selected.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
The agent identified the symptom (computers no internet, mobile devices work) and asked about direct modem connection, showing some diagnostic logic, but did not pursue root cause systematically.
T2 Not Met Appropriate tools / resources used conf 96%
No evidence of tool use (e.g., remote diagnostics, logs, dashboard check); relied solely on customer description despite a complex, multi-device issue requiring deeper analysis.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information: 'not a foreign countries for out of Ryan two devices' — an incomprehensible and factually wrong statement about warranty/device status.
Communication
C1 Not Met Clear & professional language conf 97%
Agent failed to set expectations, allowed long silences, and did not guide the interaction; responses were disjointed and reactive.
C2 Not Met Confirmed understanding conf 96%
Used confusing, non-sequitur language (e.g., 'Saut du pied', 'out of Ryan two devices') that did not adapt to customer level and likely impaired understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — no commitment to follow up, no transfer attempt, and no effort to resolve beyond minimal questioning.
O2 Not Met Proactive follow-through conf 96%
No clear next steps, timeline, or follow-up plan communicated; the interaction ended without direction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation was made despite lack of resolution and clear technical complexity; warranted escalation was not initiated.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution criteria cannot be satisfied.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer frustration; response 'I think it's more like a router issue but not sure' showed no empathy or confidence.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace; used scripted, confusing language that disengaged the customer.
X3 Not Met Overall experience conf 96%
Customer had to repeat information (e.g., issue description), and agent introduced confusion rather than reducing effort.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, I have a um, linksys mesh network at home and um, I'm having an issue because I can't
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 one now. For out of warranty products, 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. Thank you for calling LinkSys. My name is Mr. Gerald. Get all.
00:00
Speaker 1
See the network on all my devices, but it's working with all my mobile devices, but it's not working with any computers, even in wireless mode. Uh, yeah, the serial number is three 8 U 10 M 5 B B, three 1, 728. Uh, model number MX, four, zero, zero, zero zero series.
01:00
Speaker 2
I see. And you give me the serial number and model number of that, all right? And model number? Got it. What's the light of this router right now? [silence]
01:00
Speaker 1
we. Five. First name is Carson, C-A-R-S-O-N. Last name is Thomas, T-H-O-M-A-S. D. Thomas, 511.
02:00
Speaker 2
Saut du pied, OK. And how many links is thisiddle, do you have, the title? five nodes, OK. All right. What is your first name and last name so I can create a record for you? What is your - what is your email address?
02:00
Speaker 1
I mean, I had nothing remotely successful. I mean, I've hooked iPad checked the iPad and two phones and they're getting wireless connection but when I go to a PC a MacBook and I try and get and I'm on the wireless, I'm getting no internet. [silence]
03:00
Speaker 2
and who's your internet provider? any troubleshooting that you have done? Silence
03:00
Speaker 1
Yeah, I mean, Should I wait until I have Well, yeah, no, that's fine. Yeah. No, I'm just, I'm just concerned that I'm having a problem with Xfinity. But that wouldn't explain, that wouldn't explain it because I'm I'm getting a Wi-Fi connection, but I'm not getting a connection.
04:00
Speaker 2
all right we'll figure out what to do with that but so I checked the serial number here based on the serial number that you provided showing that your rather unfortunately is not a foreign countries for out of Ryan two devices which are $15 to assist non- reputable that you're good with that mhm. uh you can ask me a question what is that?
04:00
Speaker 1
DC connection. Um. Um. Correct. I mean, can you think of a reason why the internet service provider would be the issue? Um. Correct. Yeah. Um. Correct. Yeah. Yeah. Correct. Yeah. Yeah. Correct. Yeah. Yeah. Correct. Um. If you give me one second, I can test that. Um. Um. Um. Um. Um. Um. Um.
05:00
Speaker 2
okay I think it's more like a router issue but not sure so with regards to this one so you're saying that your computer your Mac cannot I mean can connect to Wi-Fi but it's telling you no internet connection is that what you're trying to say I mean is that what you're saying what about your other devices your mobile phone can connect to Wi-Fi it it's working right okay so what about if you do you have a computer that can be however directly to the router does that work or no um
05:00
Speaker 1
So I'm turning off my Wi-Fi and I've got an ethernet connected That's not working either Uh Uh, yes, that. Well, I just had that no, but I can double check.
07:00
Speaker 2
okay what about if you hardwire that computer directly to the modem does that work? I mean if possible
07:00