V2 Rubric Detail — 368e168a-6c4a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 01:49
Duration
7m 1s
Contact
Mikaila Billingsley
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134162
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_Unable to restart the router

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership1.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall53.6% (-8.4)

V2 Grader Summary

The agent provided technically accurate initial troubleshooting aligned with KB guidance, but failed to verify execution, take ownership, or confirm resolution. While the path was correct, lack of follow-up, empathy, and tool use left the issue unresolved. No escalation was needed, but full resolution was not achieved.

V1 Case Analysis

Customer reports router shows 'No Internet' on web UI. Agent advised testing the modem directly and power-cycling it. No model/serial collected, no outcome verification, and no follow-up scheduled.

Troubleshooting Steps
  • Verified customer's email address.
  • Advised connecting a computer directly to the modem to test internet connectivity.
  • Suggested power-cycling the modem for 1–2 minutes.
Key Observations
  • Agent provided technically correct advice per KB: direct modem test and power cycle are valid first steps for 'No Internet' issues.
  • Failed to collect router model or serial number, limiting ability to provide targeted support.
  • Did not verify whether the suggested steps resolved the issue or guide the customer on what to do next if they didn’t.
  • No empathy or acknowledgment of customer frustration was offered.
  • Call ended abruptly without a proper closing or recap.
Positive Highlights
  • Correctly verified the customer's email address.
  • Provided accurate and KB-aligned troubleshooting advice: testing internet directly at the modem and performing a proper modem reboot (per universal_isp_modem_diagnostics.md Step 1).
  • Avoided unnecessary steps—focused on the most likely source of the issue (modem/ISP) before router.
Agent Errors / Gaps
  • Failed to collect essential device information (model/serial).
  • Did not verify the outcome of the suggested modem test/reboot.
  • Lacked empathy or acknowledgment of the customer's problem.
  • Abruptly ended the call without confirming resolution or setting a clear next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested rebooting the modem but did not confirm resolution or verify if the issue was resolved; call ended without confirmation of success.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent advised checking modem directly and power-cycling — relevant steps per KB — but did not ask diagnostic questions (e.g., LED status, prior changes) or confirm customer executed steps.
R3 Met Correct resolution path conf 96%
Suggested correct initial path: test modem directly and reboot — aligns with universal_isp_modem_diagnostics.md Step 1 and Step 2.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Identified symptom (no internet) and pointed to modem as potential source, but did not probe for root cause (e.g., recent changes, LED status, router configuration).
T2 Not Met Appropriate tools / resources used conf 91%
No tools used (e.g., remote session, admin login, logs); customer was already on the web interface — agent could have guided to check WAN status at myrouter.info or 192.168.1.1.
T3 Met No misinformation conf 97%
Advice to connect PC directly to modem and reboot modem is technically accurate per KB; no incorrect information provided.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened call and gave a brief explanation, but did not set expectations, summarize next steps, or confirm completion before ending.
C2 Met Confirmed understanding conf 92%
Used plain language and repeated instructions clearly; no jargon, and steps were easy to follow for non-technical user.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — gave one suggestion and ended call without follow-up, confirmation, or offering further assistance.
O2 Partially Met Proactive follow-through conf 90%
Provided a specific action (unplug modem for a minute or two), but no timeline for resolution or commitment to follow up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Issue was within L1 scope (no internet after setup); agent attempted basic troubleshooting — appropriate not to escalate prematurely.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but offered no empathy or acknowledgment of frustration; however, customer did not explicitly express distress.
X2 Partially Met Tone & rapport conf 88%
Maintained consistent tone and clarity; customer repeated 'okay' multiple times — possible sign of confusion — but agent did not check understanding.
X3 Partially Met Overall experience conf 87%
Directed customer to perform hardware test and reboot — necessary steps — but could have reduced effort by guiding to router status page first.
Call Transcript7 turns · 7 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be mo... Please have your devices 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][silence]
00:00
Speaker 1
No, I was actually just on the phone with somebody like, mmm a little over five minutes ago. one moment, please. first name, MicaelaM-A-K-I-L-E last name, Billingsley B-I-L-L-I-N-G-S-L-E-Y I just, I don't know if the email
04:00
Speaker 2
Hello, thank you for calling Lynx. My name is Bel. Is this your first line calling? [silence]. Can you please verify your first and last name? Okay, thank you. Uh, yes, um, can I know how may I help you?
04:00
Speaker 1
was wrong the link just never went through okay the first name is M a kilia okay okay okay okay okay okay okay okay okay okay I have a question I'm able to get from my iPad
05:00
Speaker 2
oh, I see. Uhm, let me check if the email is already sent. One moment, please. Alright, um, email was here it's not yet sent. It's pending. Hold on, let me just verify again your email that's M-A-K-A-I-L-A-B. I-L-L-I-N-G-S. L-E-Y. zero1atgmail.com Okay. Alright, so it's still sending though, um, I'll just resign it here, so it will automatically be sent. And, um, in a minute, it will be received on your end. So I have already rechecking the email here. Okay. Thank you for the verification.
05:00
Speaker 1
I'm able to get on the website, but it just still says no internet connection. How can I exactly reset it from here? Okay. all right, thank you. [silence]
06:00
Speaker 2
Mm-hmm. Actually, if it still says no internet connection, one thing we check is the modem itself where the linksys router is connected to. You can connect a computer or laptop wire directly to it so you can confirm it yourself that it has internet connection. That could be the reason why the linksys router's Wi-Fi network says no internet connection since it depends on the modem. You can also do that or you can simply reboot your modem. You just have to leave it unplugged for a minute or two and then you check again if you have internet access. Mm-hmm. No, welcome. Thank you so much for calling. Bye-bye.
06:00