V2 Rubric Detail — 2d2d8198-692a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 02:22
Duration
7m 9s
Contact
Paul Butler
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00133541
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp3.57/5
Overall19.6% (-12.4)

V2 Grader Summary

The agent failed to perform any actual troubleshooting, incorrectly declared the device out of warranty without verification, and prematurely pushed paid support while redirecting the customer to the ISP. Despite polite communication, no technical progress was made, and the issue remained unresolved. The interaction lacked diagnostic rigor, ownership, and customer effort reduction.

V1 Case Analysis

Customer reported internet loss after power outage with Spectrum modem flashing blue/white. Agent declared device out of warranty without verification, offered $15 paid support, and advised customer to contact Spectrum without performing router diagnostics or providing self-help resources.

Troubleshooting Steps
  • Asked if modem is online (no validation performed)
  • Offered $15 paid support before triage
  • Advised customer to contact Spectrum
Key Observations
  • Agent declared device out of warranty without verifying model, serial number, or purchase date (KB violation).
  • Paid support offered before any basic triage or diagnostic steps (protocol violation).
  • No modem diagnostics performed (contradicts ISP diagnostics KB).
  • No router diagnostics (LED, WAN, firmware) performed (contradicts escalation KB).
  • No self-help resources provided after paid support decline (protocol violation).
Positive Highlights
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Declared device out of warranty without verification (contradicts universal_support_contacts.md).
  • Offered paid support before basic triage (violates universal_paid_support_workflow.md).
  • Skipped modem diagnostics (contradicts universal_isp_modem_diagnostics.md).
  • Skipped router diagnostics (LED, WAN, firmware) (contradicts universal_escalation_guide.md).
  • No self-help resources provided after paid support decline (violates universal_paid_support_workflow.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the router issue; ended call by directing customer to contact Spectrum and call back later.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps performed; only asked if modem was online without verifying connection or guiding customer through diagnostics.
R3 Not Met Correct resolution path conf 90%
Agent assumed device was out-of-warranty without verification and immediately offered paid support instead of attempting standard troubleshooting or confirming product status.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic process followed; failed to identify root cause, skipped basic checks like WAN status or power cycling, and prematurely blamed potential modem issue.
T2 Not Met Appropriate tools / resources used conf 85%
No tools used (e.g., no guidance to check router UI, no speed test, no firmware check) despite clear need for diagnostic verification.
T3 Not Met No misinformation conf 85%
Incorrectly stated device was out of warranty and end-of-life without confirmation; misrepresented paid support as the only path without validating issue or device eligibility.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and politeness but lost control during long silences and failed to frame interaction or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but did not adapt to customer's expressed concern about modem behavior or confirm understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent abdicated ownership by redirecting customer to ISP without attempting to diagnose the router or confirm whether issue was on Linksys side.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested customer call back after confirming modem status but provided no timeline, follow-up commitment, or proactive next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the lack of technical investigation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent remained polite, used courteous language, and acknowledged customer’s concerns without becoming defensive or dismissive.
X2 Met Tone & rapport conf 75%
Agent matched customer's calm tone and pace, maintaining a neutral and professional demeanor throughout.
X3 Not Met Overall experience conf 85%
Agent increased customer effort by requiring them to contact Spectrum and then call back, rather than guiding through a direct diagnostic path.
Call Transcript14 turns · 14 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? Yes, hi. Sir, this is Ruby from linksys technical support. Am I speaking to Sir Paul Butler? Ah, uh-huh. Uh yes, sir. So, thank you for answering this call back, sir. Because I was like checking your Uh device and for this model, sir, I am really too sorry to inform you that this device belongs to the end of uh, uh like out of warranty already because it has a one year of warranty and it belongs to the end of life also, sir. This model. So for this one, sir, cuase your problem, that concern of the router is that after the power outage you lost the connection and is the modem working sir?
00:00
Speaker 2
Hello? Hello? Hi. Yes, ma'am. I think, uh, we lost our connection.
00:00
Speaker 1
The modem from Spectrum, is it online? I mean, I mean the modem online. Okay. So modem is online. So for this device, I am really sorry to inform you that it only has the one year of warranty. And if you will proceed as for technical assistance, we have this paid service for $15 that will last up to one hour and it's purely for troubleshooting only. No refund or replacement since this is an out of warranty device. So paid service for
01:00
Speaker 2
Yes, I pay for that monthly on a lease, so it's it's in warranty. Yes. Oh, yes. The modem, the modem is the cable modem, you mean, man, from spectrum. Yes, it is online.
01:00
Speaker 1
$15 for a technical support if you, if you want to avail very, let me know. Yeah, $15. one five, uh, but it's not a guarantee that device will work. It might work, it might not work. But of course, I'll do all my best to help you out with this uh concern. So, if you want to avail, just let me know. And also, I can send you an article for the troubleshooting guide that you can follow. But if you want to proceed, just let me know, sir. Okay. So just give me time, sir, because it has a one year, a one hour, uh, of uh troubleshooting, so I want to really maximize the one hour. So let me just prepare everything, okay? Thank you. Let's kindly stay on the line first.
02:00
Speaker 2
Okay. Yes. Yes. Yes, let's go ahead and proceed. Okay.
02:00
Speaker 1
[silence] Yes. Okay. Uh Okay. Okay. Um Uh Sure, yes sir. It's done. Uh-huh.
03:00
Speaker 2
[silence] Can I ask you a question, ma'am? [silence] Yes. I'm looking at my cable modem and um there's an online uh light. Um it's flashing from blue to white. I know it's not flashing from blue to white
03:00
Speaker 1
Oh. Yes, good thing that you like informed me again because I because its really important that modem is online because you are paying for $15 and it's not refundable. You mentioned earlier that modem is online and you want to proceed with the service. So yeah, I am not trained for uh to check on the modem but we can check if it's working or not. I mean I'm not trained to to push it modem but we can
04:00
Speaker 2
not in your, you know, um, one of your products, but I would hate to, um, you know, pay for the service only to discover that the cable modem itself is, is offline. Um, is there a way that you would be able to test if my cable modem, if I thought it was working, but I'm not getting a steady blue light on the online, like I would normally get. So I don't know if there's a way you can test that or would I have to go to spectrum first? Okay.
04:00
Speaker 1
So, usually, sir, if the modem is online, it should be on stable blue, is that correct?
05:00
Speaker 2
that it. Normally, but I'm now noticing that it is no longer on stable blue it is flashing. Um, so now I'm concerned maybe. It's not yes. Maybe it alternates between blue and white.
05:00
Speaker 1
King or if the modem is online and once you confirm then give us a call back and then we can proceed with the troubleshooting. Sir. Or what else? Uh huh. Okay. Hmm. Hmm. Mm-hmm. Mm-hmm. Yes. Okay. Well that's really good to hear, huh. Because of course $15 is not refundable. So give us a call. Once you uh call back once you confirmed with Spectrum if modem is really working good okay. You're welcome sir. You have a nice day. Bye sir.
06:00
Speaker 2
Okay, thank you. Yeah, no, that makes that makes sense. So, I guess I will stand down on your help tonight and contact Spectrum and determine if my modem is working. And then if it is, then I will call back to you. [silence] Okay, well, thank you very much for your help. Okay, you too. Goodbye. [silence]
06:00