V2 Rubric Detail — 31814386-6413-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:55
Duration
10m 8s
Contact
Michael Jedin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132775
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: email related

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall14.2% (-21.8)

V2 Grader Summary

The agent failed to perform any router-specific troubleshooting, immediately deferring to the ISP without verifying basic connectivity or device status. No ownership, empathy, or effective communication was demonstrated, and the customer was left with no resolution path. The interaction ended with the customer instructed to call back after external investigation, resulting in an unresolved case.

V1 Case Analysis

Customer (Michael) reported inability to send/receive email and blinking EA7300 router after returning from 6-month absence. Agent did not perform router troubleshooting (power-cycle, WAN status check, admin UI login) and prematurely directed customer to ISP (Utopia). No case created, warranty not checked, and no self-help resources provided.

Troubleshooting Steps
  • Collected router model (EA7300) and partial serial number (T910S04701157).
  • Asked for ISP name (Utopia).
  • Asked how long the router has been in use.
Key Observations
  • Agent did not perform any basic router troubleshooting (power-cycle, WAN status check, admin UI login) despite customer reporting a blinking router, directly contradicting KB guidance.
  • Agent did not attempt to interpret the blinking LED pattern, which is a critical diagnostic step per the KB.
  • Agent prematurely blamed the ISP without verifying the router's WAN/Internet status, violating the KB's troubleshooting flow.
  • No case number created, warranty status not discussed, and no HappyFox documentation initiated, violating case management protocol.
  • No self-help resources (KB articles, email with steps) provided after directing the customer to the ISP, missing an opportunity to empower the customer.
  • Long silences (e.g., [01:00], [05:00], [08:00]) with no explanation or active listening cues, contributing to poor communication.
  • Agent misheard and misstated the customer's email address (JEDILLON as J-A-D-E-I-N), risking case documentation errors.
Positive Highlights
  • Agent correctly identified the router model (EA7300) and attempted to collect the serial number.
  • Agent asked for the ISP name (Utopia), which is relevant to diagnosing WAN issues.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow: did not power-cycle router, check WAN/Internet LED status, or access admin interface (http://192.168.1.1 or http://myrouter.local) before blaming ISP, directly contradicting KB guidance.
  • Did not interpret the blinking LED pattern, missing a critical diagnostic step per the KB.
  • Did not create a HappyFox case or document the interaction, violating case management protocol.
  • Did not verify warranty status or discuss support eligibility despite having model and serial number.
  • Misheard and misstated the customer's email address (JEDILLON as J-A-D-E-I-N), risking case documentation errors.
  • Provided no self-help resources (KB article, email with steps) after directing the customer to the ISP, violating KB guidance for unresolved calls.
  • Failed to acknowledge customer frustration or provide empathy during extended silences, contributing to poor communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told the customer to contact Utopia (ISP) and call back later without resolving the email or connectivity issue.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were conducted; agent skipped router diagnostics like checking WAN status or LED behavior and immediately deferred to ISP.
R3 Not Met Correct resolution path conf 90%
The agent failed to attempt basic router troubleshooting (e.g., power cycle, admin login, firmware check) before redirecting to ISP, which is not appropriate for a Linksys support case.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause or ask targeted diagnostic questions; only asked about power outages without verifying router status or internet connectivity.
T2 Not Met Appropriate tools / resources used conf 90%
No tools such as accessing http://192.168.1.1, checking WAN status, or running a speed test were used despite being necessary for diagnosing connectivity issues.
T3 Partially Met No misinformation conf 75%
Suggestion to check for ISP outage is technically valid, but agent provided no further accurate guidance on router-specific diagnostics or configuration.
Communication
C1 Not Met Clear & professional language conf 90%
Agent did not set expectations, lacked call control, and ended interaction without a structured plan or confirmation of understanding.
C2 Met Confirmed understanding conf 80%
Agent used simple language, confirmed spelling of email, and asked basic yes/no questions suitable for a non-technical customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; redirected customer to ISP without attempting any resolution steps or committing to follow-up.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested calling back after contacting ISP, but provided no specific timeline or actionable next step for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation was made, and the agent did not consider internal troubleshooting or L2 escalation despite the issue being within L1 scope.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, and the customer was not informed of any escalation path or support options beyond contacting the ISP.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, expressed empathy, or recognized the inconvenience caused by email failure.
X2 Not Met Tone & rapport conf 85%
Agent maintained a passive tone and did not adapt to customer confusion or repeated attempts to explain the problem.
X3 Not Met Overall experience conf 95%
Customer was forced to contact ISP and call back later, adding unnecessary steps instead of reducing effort through direct troubleshooting.
Call Transcript18 turns · 20 lines
Speaker 1
Mm. I haven't problem getting my um email. Uh I started up the service yesterday. I had been out of town for an extended period of time. And I had discontinued it. And for some reason I'm getting my able to get my um iPad to work, but I can't seem to get my
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, paid support may be available to please have your devices serial number and contact information available. Thank you for calling Linksys. This is Ice. How can I help you? [silence]
00:00
Speaker 1
mails or send emails or send the messages. no, uh-oh. it says that, it's, I'll show you, I'll tell you what it says. just a minute, here. logging in. I see your email. um, here's, what it says. I was trying to bring it up. it's not, it's just, it's not bringing anything up. and when I try to send a message, it tells me it's um, it's uh, not able to send it. oh, like this one here.
01:00
Speaker 2
So you can access your email? Is that it? [silence] Okay.
01:00
Speaker 1
it says, I have a long, so, so, uh, and I have the past. I don't know. I think the router, router needs to be booted back up, but I'm not sure how to do that. Oh, so, uh, what I what I they they're my messages aren't my, my, uh, contacts. When I send a message to a contact, I can't it's not delivered, it's not delivered and my email is not coming up, my current emails. The old ones do, but the the current ones don't.
02:00
Speaker 2
so do you have a Linksys router?
02:00
Speaker 1
I was... It's... My email address? Yahoo? Uh-huh. Yeah. Yeah. Uh-no. It's yahoo.com. Um, just Jadedin, J-E-D-I-N, Michael at yahoo.com. J-E-D-I-N, Michael, M-I-C-H-A-E-L at yahoo.com. J as in Jerry, E as in Edward, D as in David, I as in Israel, and as in Noan, or Nancy. And then Michael. Uh-huh. That's correct.
03:00
Speaker 2
Jie- dean? My- J-A-D-E-I-N. Okay. Um, Jaden- Michael- @yaahoo.com.
03:00
Speaker 1
Correct. Um, Mike, uh, Mike. Jared Dillon. J-E-D-I-L-L-O-N. Uh-huh. Uh-oh. Uh, Utopia Model Number, I'll have to go out and let's see, maybe I have it here. Uh, Um,
04:00
Speaker 2
So, that's your email which you cannot send messages and you cannot also receive messages. All right. May I know your name, Sir? Michael. Judan. Thank you. And who's your internet service provider?
04:00
Speaker 1
[silence] [silence] EA 7300, is that it? EA, like an Edward Apple, 7300. Uh serial number is big, long number. It's T as in Tom 9, capital T as in Tom 1 0 S as in savior 0 4 7 0 1 1 5 7. Correct.
05:00
Speaker 2
EA7 3 00 . uh can you uh check what's the serial number of that router? [silence] So it's T for Thomas 9 T for Thomas 1 0 1 0 S for Sam.
06:00
Speaker 1
Correct, correct. No other, no, no, no other. No, no, no, no, no, no, no, no, no. See, I was gone for six months out of town, and I came back a few days ago, and I had, yesterday I had them turn it back on. Well, it looks like it's blinking. I can see the lights is blinking on top of it, but um, it's, I'm, I haven't been able to send messages or get any email or receive it or receive it. The light is on top of the router. It's just blinking.
07:00
Speaker 2
the serial number of your router, and you only have this Linksys router, no other Linksys products, uh, and, so, your router is not on right now, uh, or is it on, uh, what's the light, uh, what's the light on,
07:00
Speaker 1
six, it's just blinking on and off, L-I-N-K, S-Y-S, blinking on and off. And it's that model is EA7300. He is an Easter, A is Apple. Oh, I don't know. I could have had power outage when I'm gone, but I I I don't know. I I wasn't here. I I was been gone for six months. So I need to call, uh Utopia again. So I need to call Utopia. I have not, I called them yesterday to start it, but I thought it was because of router. I called your number. of linksys. [silence]
08:00
Speaker 2
Did you check if we have a power outage or when you went out? No? No. Uh, Or, yeah. Yeah. Or there must be an internet service interruption from your internet service provider. Uh, that may be the cause. Uh, did you call or write at Utopia? [silence]
08:00
Speaker 1
Well, I can call Utopia. Uh, I did, I just started it, uh, before I left, uh, oh, I've been using it. It's, it's, it's four or five years old at least. I'll call U topia. I'll call Utopia, the service provider and see if they know what's what's wrong. Okay. Oh, ah, okay. Okay. Okay. I can ask that too. Mhm. Okay. Reconnect. Okay. [silence]
09:00
Speaker 2
How long have you been using this router? No, how long have you been using this router? I'm just seeing yes, uh, yes. [silence] Yes, because it may be they had an internet service interruption. You could also call your Electricity if they had a power outage when you went out, so that we would know. And once you get the information, call us back again so we could try to do some troubleshooting steps with you. Linksys is right, though, yes. All right. You're welcome.
09:00