V2 Rubric Detail — 3b403c80-8095-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 21:36
Duration
16m 44s
Contact
239-255-9839
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137352
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall16.9% (-5.1)

V2 Grader Summary

The agent failed to resolve the LN1301 router setup due to skipped diagnostics, incorrect URL usage for the model series, and poor case continuity. Communication was disorganized and unresponsive to customer confusion, with no ownership, escalation, or empathy demonstrated. The interaction ended unresolved despite the device being under warranty.

V1 Case Analysis

Customer with new E5450 router reports no internet connectivity. Agent misidentified model, gave incorrect public IP instruction (192.168.1.1), failed to verify WAN status, and provided no resolution or next steps.

Troubleshooting Steps
  • Incorrectly identified router model as LN1300/LN1301
  • Instructed customer to connect modem to router WAN port
  • Guided customer to connect laptop to router Wi-Fi
  • Asked customer to enter 192.168.1.1 as a public IP address (KB violation)
Key Observations
  • Agent misidentified router model as LN1300/LN1301 despite customer clearly stating E5450 at [03:00].
  • Provided factually incorrect instruction to treat 192.168.1.1 as a public IP address ([15:00]), contradicting KB guidance (this is a private admin IP).
  • Failed to verify WAN connectivity, DHCP assignment, or router LED status — critical diagnostic steps omitted.
  • Did not collect serial number, confirm warranty status, or create/update a case — protocol failure.
  • Call ended abruptly without resolution, escalation, or documented next steps.
Positive Highlights
  • Agent attempted to guide customer through modem-to-router connection and Wi-Fi setup.
Agent Errors / Gaps
  • Incorrect model identification (LN1300/LN1301 vs. E5450) — directly contradicts customer statement at [03:00].
  • Gave wrong IP address instruction — instructed customer to treat 192.168.1.1 as a public IP, when KB specifies it is a private admin IP (http://192.168.1.1).
  • Failed to verify WAN connectivity or router LED status — critical diagnostic steps per universal_internet_setup.md.
  • Did not collect serial number or confirm warranty status — protocol failure.
  • Did not offer escalation, callback, or documented next steps — no operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still lacked internet access at call end; agent provided no final solution or confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through basic setup (modem connection, Wi-Fi join) but skipped essential diagnostics (LED checks, cable verification, router interface access).
R3 Partially Met Correct resolution path conf 85%
Followed initial setup path but failed to confirm warranty status (ticket showed in-warranty device) or address model-specific Cognitive Mesh requirements, limiting resolution depth.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified no-internet symptom and asked about prior setup but missed logical diagnostics (LED states, physical cable verification) before attempting UI access.
T2 Not Met Appropriate tools / resources used conf 95%
Used incorrect URL (192.168.1.1) for LN1301 despite customer reporting blank browser; model-specific KB requires myrouter.info/myrouter.local for LN series.
T3 Partially Met No misinformation conf 90%
Modem-to-internet-port instruction was correct, but persisting with invalid URL after customer reported inability to access browser constituted inaccurate troubleshooting guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure: no interaction framing, frequent unexplained silences (e.g., [silence] after key prompts), abrupt transitions, and loss of control during customer confusion.
C2 Not Met Confirmed understanding conf 94%
Used technical terms ('address bar') without adaptation; ignored customer's repeated reports of 'blank' browser and disconnection, failing to simplify explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent took no ownership: ignored prior contact reference, provided no commitment to resolve/follow up, and ended call without closure despite unresolved issue.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up plan communicated; customer was left without guidance after repeated failures.
O3 Not Met Closure confirmation conf 95%
Customer referenced prior contact (name/phone) but agent treated interaction as new, did not review or reference case history per ticket data showing prior contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Escalation was warranted after persistent connectivity failure with prior contact history but was not initiated; agent failed to recognize repeat-unresolved trigger.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be judged as correct.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer's frustration/history; tone remained purely transactional despite repeated customer confusion and effort.
X2 Not Met Tone & rapport conf 94%
Failed to adapt communication style to customer's confused/disengaged state; did not re-engage, check comprehension, or adjust pace despite multiple customer expressions of failure.
X3 Not Met Overall experience conf 95%
Customer repeated critical information (model number, connection status) multiple times; agent increased effort through unclear instructions (e.g., 'type this number' without confirming browser state).
Call Transcript30 turns · 32 lines
Speaker 1
Hello. As a public day on, I'm trying to hook up my uh, Linsky, um, Wi-Fi? No, it's not. The new device was just just place in just purchase. First time.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality support, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling Linksys. This is Skylar. How may I help you? Okay, is this the first time to set up the device or this was working before? Okay. Do you have a Linksys before or this is the first time? First time to call Linksys.
00:00
Speaker 1
No, I called already earlier, but I wasn't set up on my laptop. I don't know if you have the notes in there on Dwayne Sikkar. 239-255-9839. Yes. Yes. [silence] Yes. Yes men! [silence] What's the brand? Let me get the box. Let me get the box. [silence] Where do you see that? On the bottom of the device.
01:00
Speaker 2
And the router that you have, is an LN1300. And on the bottom of the device.
02:00
Speaker 1
There is that located. Where is that located? Is there the numbers? You're not Marvel. The number is E5450. 5450. Yes, I'm looking at E5450 model number. E5450.
03:00
Speaker 2
model number is LN 1301. I'm sorry, E for Edward. And then is that on the device itself sir?
03:00
Speaker 1
Only one. I didn't hear you. Yes, that's all. That's it. Silence. Sil.
04:00
Speaker 2
Okay. Okay, thank you. And you have only one Linksys device right now, correct? Only one Linksys device. Is the 50 one communication fuse fiber cable?
04:00
Speaker 1
Yes, in the Fiber connection, it is. It's in the US Virgin Islands. No, it does not work without this Internet connection. Yeah, without this connection, the Internet would not work because of where I'm located at. Now right now I have the modem plugged out. Should I plug it back in? [silence]
05:00
Speaker 2
All right. So we're going to proceed now and setting up the device by the way, if the computer is connected straight to the modem, then your internet connection works fine. So without your Linksys, the internet will not work. [silence] Okay Holden.
05:00
Speaker 1
had a different router. I had a different router that I lost the password so I got a new one so I can get my internet service back on. be there.
06:00
Speaker 2
Before you had this Linksys router, sure, what was your router? Yes, sir. Okay. So, the modem right now is not connected to your Linksys router, it's not yet connected.
06:00
Speaker 1
Yes, I did that a while ago. I just did it. Yes. This is window. 10.
07:00
Speaker 2
Can we connect the modem to the internet port, sir? And then on your laptop, is this windows or Mac? Is it 11 or 10? Okay. [silence]
07:00
Speaker 1
Link key: zero one seven nine seven. OK. It said connect automatically so do I press connect? OK, there's a password now.
08:00
Speaker 2
All right, after you connect the modem to the router. Okay. On your laptop, on your laptop right now, can you go to the Wi-Fi icon on the lower right? Okay. can I click on Wi-Fi? Okay, what are the network names or the SSID that you can see there? Okay, kindly connect to that name. uh yes, click on connect. Great, type in a.
08:00
Speaker 1
Yes, I can see right there. I'm going to pick it in now. All right. It's verifying. Verifying the connection.
09:00
Speaker 2
Yes, OK. [silence]
09:00
Speaker 1
It says internet secure disconnect.
10:00
Speaker 2
So it's just connected. So kindly open a browser, then kindly check if you can access the internet. Okay. Do you have internet now? Can you access the internet?
10:00
Speaker 1
No, I'm not seeing the icon for the internet service. Comes up. Okay, that from driving the bomb. Beep. Every time I do it, it says, um, password bomb can connections. It says, password scan to connection. See
11:00
Speaker 2
Okay, how about this? Can we open a browser like Google Chrome. OK. I'm sorry. [silence] I'm sorry. [silence]
11:00
Speaker 1
barcode says scan connection. yes, I closed it. yes, I am, but I'm not getting in. no, they're that's your data, no. [silence]
12:00
Speaker 2
yes sir I'm not sure what is that are you using Google Chrome right now when you open Google Chrome share on the upper right hand side corner can you see there the three dot
12:00
Speaker 1
[DOWNWEIGHT] Yes, I did. It said you're connect, you're not connected. You're not connected. I'm not connected. So I'm not connected. No, the whole system is not connected. That's what it's telling me. Okay. Okay. I'm seeing, I'm seeing, um, the internet is coming up now, I'm seeing. [silence] Yes, I did. It said you're connect, you're not connected. You're not connected. I'm not connected. So I'm not connected. No, the whole system is not connected. That's what it's telling me. Okay. Okay. I'm seeing, I'm seeing, um, the internet is coming up now, I'm seeing.
13:00
Speaker 2
Open Google Chrome, right? Up on the upper right-hand side, which is yours not connected so on Google Chrome, How about this, on the address bar, can you take this
13:00
Speaker 1
[silence] Uh, back over again. No, it's not, it's not connected. No. The bar where the, the bar where the internet's um icon comes up is not there. Yes, I did. I'm not seeing anything on the address bar, okay? Just blank. [silence] So on my iPhone, the Wi-Fi is on. I opened Safari and Google Chrome, but it doesn't connect. So I'm not seeing anything on the address bar. Just blank. [silence] So on my iPhone, the Wi-Fi is on. I opened Safari and Google Chrome, but it doesn't connect. So I'm not seeing anything on the address bar. Just blank.
14:00
Speaker 2
[cough] There wasn't the address bar right now. [silence] Did you open Google Chrome? [silence] Then on the address bar, what's on the address bar? Is it just blank? [silence] Can you type this number on the address bar?
14:00
Speaker 1
two toes one nine two eight one six eight oh okay go ahead two toes ninety two oh okay four 16 8.
15:00
Speaker 2
192, 192. What is your public IP address? Yep, 192.168, Dot 1. 1. Yep. Job- .m. And that's robot. Yep. [silence] so what's on the screen right now? okay you want me to call
15:00