V2 Rubric Detail — 3effaba2-6bdd-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 12:49
Duration
5m 32s
Contact
No name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00134028
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected call
⚠ Auto-Zero applied: D. Fraud — Agent misrepresented Linksys as 'Lynx Internet' and referenced non-existent 'Alancis router', suggesting potential brand impersonation or severe misinformation.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, used fabricated product names ('Lynx Internet Router', 'Alancis router'), and redirected the customer without assistance. This constitutes materially false information and abandonment of support responsibility, resulting in an unresolved case with a critical failure due to fraud-like misrepresentation.

V1 Case Analysis

Customer reports no internet; YouTube not working. Landlord-provided equipment. Agent failed to troubleshoot or verify device model. Advised contacting landlord/ISP. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect essential device information (router model/serial) despite customer having landlord-provided equipment.
  • No basic troubleshooting (power-cycle, LED status check, WAN verification) was performed, contrary to KB guidance in universal_isp_modem_diagnostics.md.
  • Agent provided materially inaccurate product references: 'Lynx Internet Router' and 'Alancis router' are not Linksys products — this is a serious accuracy failure.
  • Agent incorrectly stated 'we are Lynx Internet Close' and 'we are not internet service providers' — this misrepresents Linksys support scope and creates confusion.
  • Call ended without any technical resolution, KB reference, or actionable self-help step beyond a vague callback.
Positive Highlights
  • Agent remained polite and professional throughout the call.
  • Agent acknowledged customer constraints (landlord-owned equipment) and attempted to set expectations around support limitations.
Agent Errors / Gaps
  • Did not follow standard internet-connectivity troubleshooting flow per universal_isp_modem_diagnostics.md (Step 1: test at modem, Step 2: reboot, Step 3: verify WAN).
  • Did not verify modem/router LED status or perform power-cycle of devices — a fundamental omission.
  • Misidentified the product using non-existent names ('Lynx Internet Router', 'Alancis router') — contradicts all Linksys product documentation.
  • Used incorrect company and support identity ('Lynx Internet Close') — this is a severe accuracy and branding error.
  • Did not obtain required model/serial numbers and failed to offer any self-help path (e.g., KB article, local access URL, LED guide).
  • Did not provide any actionable next step beyond a passive callback, leaving the customer with no tools to progress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid resolution path; redirected customer to landlord/ISP without diagnosing the actual problem.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — no reboot check, no LED interpretation, no WAN test; agent immediately fixated on unobtainable model number.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated lack of model number as a reason to disengage rather than proceeding with universal diagnostics (e.g., reboot, LED check, modem test).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify root cause, skipped basic symptom analysis (e.g., LED status, device connectivity), and made no logical diagnostic progression.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not guide customer to check WAN status, run speed test, or access local interface despite clear need.
T3 Not Met No misinformation conf 96%
Agent repeatedly referred to 'Lynx Internet Router' and 'Alancis router', which are not Linksys products — materially incorrect information.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction lacked structure or control; agent fixated on unproductive model number request instead of guiding toward resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing, non-standard terminology ('Lynx', 'Alancis') and did not adapt to customer's difficulty locating model number.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated ownership by telling customer to contact landlord/ISP instead of offering actionable support steps.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested customer 'call back' later but did not establish clear next steps or timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent decided not to escalate but also did not perform basic L1 troubleshooting — an inappropriate decision given the open issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted due to lack of prior troubleshooting.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent failed to acknowledge customer frustration or express empathy; remained transactional throughout.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or tone; customer expressed confusion but agent continued scripted responses.
X3 Not Met Overall experience conf 96%
Agent repeatedly asked for model/serial number the customer could not provide, creating unnecessary repetition and effort.
Call Transcript12 turns · 12 lines
Speaker 1
Hello linksys I I have some a connection problem with the uh uh to the internet um last night uh I'm not sure whether it's uh the network problem or the device problem
00:00
Speaker 2
good news. Hi. Thank you for calling Linksys. My name is Josh. How may I assist you today? Good morning. Um, I woke up today and I realized my Youtube wasn't working and I was wondering if anybody's had the same problem oh no.
00:00
Speaker 1
how many, how many links? I think yeah we have only one, one modem, and the router, I don't know, it's because it's because it's a, it belongs to the landlord, he just move in to the house. [silence] uh the serial number of the of the modem or or the device. [silence] Okay, just a moment. [silence] I think this is the number BB8992251517. I think it is it is the number.
01:00
Speaker 2
Mhm, got that one sir and just to confirm, how many linksys routers do you have? Mhm. Oh. I need to show serial the serial number of your linksys router. The linksys devices. Sir, sir. Oh. Oh that's I'm sorry sir, I'm afraid that's not the correct exterior number. A hd f on that device. Does it say
01:00
Speaker 1
ah, this is not the one. It's a device. The modem. Is it white color, usually? Okay, then ... Because I'm not good at Atom. I may not have the serial number. Serial number. But the problem is that all the light, all the lights are on, except the light at the right modes. It says it's the link light, is flashing, is it normal or is it not normal?
02:00
Speaker 2
[silence] That that could be the modem, sir. [silence] Yes White Taurer. You have a device there that describe as a white tower because that's usually the one. [silence] For that one, sir, I really need to know the serial number or the model number instead to make sure that we can like give you a
02:00
Speaker 1
Of that device. I'm sorry, I cannot. Yeah. Because I made a photo, but I could not see the model number yet. I'm sorry. Let me see if I. Okay, but could you check whether the network is working well in my area or not? [silence]
03:00
Speaker 2
Proper advice, because also to make sure that it is a Lynx Internet Router, sir. So, can you at least provide me the model number? Yes, sir. [silence] No worries. Uh huh, no worries, sir. However, for this one, uh yeah we really need to know the model number just to make sure also as well that you are using a Lynx Internet Router, since you have reach Lynx Internet routers so yeah, Lynx Internet Technical Support. Uh no, sir. I we we don't have an option here to remotely access your network because again we are Lynx Internet Close.
03:00
Speaker 1
yeah
04:00
Speaker 2
So, we are not internet service providers. So, yeah, so, however, sir, your, I believe your issue has something to do with your modem's connection. So, for that one, you may need to ask your landlord to know who's your internet service provider and then have them contact the internet provider so that they can check if your modem is really working or not. Yeah. With the, if you have, our, yes, sir. However, if you have Alancis router, rest assured that we can like assist or walk you through on how to fix that one. However, we, again, we really need to know the model so that we can provide you the best recommendation on how to fix the issue. Uh, yes, sir.
04:00
Speaker 1
Yeah. Okay. Thank you very much. I call you later though. So I have those. I have numbers. Thank you very much. Okay. All right. Yeah. Have a good day. Bye bye.
05:00
Speaker 2
and don't worry Mhm. Don't worry sir if like if like Don't worry if you really have a linksys router or your landlord has a linksys router, you can just actually give us a callback so that we can further isolate the issue. Mhm. You're most welcome, sir. And thank you so much for your-- Mhm. I understand, sir. All right? You're most welcome. Thank you again for Calling Linksy, sir. Mhm. Bye for now.
05:00