Call Detail: 415945a6-641d-11f1-9

← Back to comparison table

✓ Feedback submitted — thank you!

Call Start

2026-06-09 16:07

Duration

7m 1s

Contact

Linda Hughes

Issue Type

Internet/WAN Setup

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Jerald Jun Villanubos

HappyFox Case

#LTS00132788

Support Country

United States

Product Family

OTHERS

CSAT

—

Sentiment Trajectory

—

Ticket subject: No Internet troubleshooting guide

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication2.00/5

Protocol1.00/5

Efficiency2.00/5

Overall1.8/5

V2 Rubric Scores

Resolution2.19/5

Technical1.88/5

Communication3.75/5

Ownership5.00/5

EscalationN/A

Customer Exp1.79/5

Overall56.0% (+20.1)

V2 Grader Summary

The agent correctly identified the EA6200 as unsupported and recommended a suitable replacement, demonstrating technical accuracy and ownership. However, no troubleshooting was performed on the existing setup, and the customer was left without a working solution, resulting in an unresolved outcome. The lack of diagnostic process and increased customer effort through repetition and unmet expectations prevented full resolution.

V1 Case Analysis

Customer reports EA6200 router not providing internet after connecting new Hitron CoDA-565 modem. Agent confirmed device is EOL/unsupported, recommended MX6200 upgrade, and promised to email a troubleshooting guide. No troubleshooting performed; no case created.

Troubleshooting Steps

None recorded.

Key Observations

Agent did not perform any basic diagnostics (reset, power-cycle, WAN link check, LED status) despite customer explicitly asking for troubleshooting advice at [05:00].
No verification of modem-router connection, Ethernet port usage, or internet connectivity was performed.
Warranty status and support eligibility were never discussed or looked up, despite clear evidence of EOL status.
No HappyFox case number was created or referenced, violating case management protocol.
Email capture was garbled in transcript ([06:00]: '731GNL'), indicating poor communication and potential data loss.
Agent failed to confirm whether the issue was with internet passthrough or Wi-Fi, despite customer's clear setup change.
No attempt to isolate the problem: e.g., bypass router to test modem-only internet, check for IP assignment, or verify physical cabling.

Positive Highlights

Accurately identified the EA6200 as end-of-life and unsupported — correct technical assessment per KB.
Correctly suggested a compatible newer model (MX6200) for Comcast service — valid product recommendation.
Collected the router's serial number and the customer's email address — intent was present despite garbled transcription.
Maintained a polite tone and did not interrupt the customer aggressively.

Agent Errors / Gaps

Failed to follow standard troubleshooting flow for a non-working router — skipped basic steps like power-cycle, reset, and WAN/LED verification despite customer request.
Did not verify WAN connection or router LEDs before recommending replacement — ignored customer's direct question about reset/on-off advice at [05:00].
No warranty or support eligibility check performed — critical protocol failure for a hardware support call.
Did not create or reference a HappyFox case number — failure in case management and documentation.
Provided no concrete next steps beyond sending a generic guide — left customer without actionable path or resolution.
Poor handling of email capture — agent repeated '731GNL' instead of confirming 'linda73@gmail.com' as spelled by customer.
Failed to acknowledge or respond to customer's request for basic troubleshooting — deflected customer's question at [05:00] ('Any troubleshooting advice?').

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 95%

Agent correctly identified the EA6200 as obsolete and recommended a compatible replacement (MX6200), but did not attempt to restore connectivity on the existing device, leaving the immediate issue unresolved.

R2 Not Met Diagnostic thoroughness conf 95%

No diagnostic steps (e.g., power cycle, checking WAN status, verifying physical connections) were performed before concluding the router was incompatible due to age.

R3 Met Correct resolution path conf 95%

Agent accurately assessed that the EA6200 is end-of-life with no firmware support and provided a valid, compatible product recommendation (MX6200) for the customer's environment and ISP.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

Agent did not gather key diagnostic details such as LED status, error messages, or connection symptoms; skipped root cause analysis and jumped directly to product obsolescence.

T2 Not Met Appropriate tools / resources used conf 90%

No tools (e.g., admin UI, WAN diagnostics, LED interpretation) were used; agent relied solely on model number lookup without validating current state or functionality.

T3 Met No misinformation conf 95%

Information provided about EA6200’s lack of firmware updates and MX6200 compatibility with Comcast is factually correct and consistent with Linksys documentation.

Communication

C1 Partially Met Clear & professional language conf 85%

Agent maintained basic call flow and collected necessary info but failed to set expectations, structure troubleshooting, or manage transitions clearly.

C2 Met Confirmed understanding conf 90%

Agent used accessible language, confirmed model/serial, and carefully verified the customer's email address without technical jargon.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent owned the interaction end-to-end, did not transfer, and committed to sending a troubleshooting guide despite the router being out of support.

O2 Met Proactive follow-through conf 95%

Agent set a clear next step: sending a customized troubleshooting guide within five minutes after the call, with ownership and timeline specified.

O3 Not Applicable Closure confirmation conf 100%

This was the first contact; no prior case history or handoff occurred.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted given the nature of the inquiry and available resolution path.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred during the interaction.

Customer Experience

X1 Partially Met Customer effort minimised conf 85%

Agent was polite but did not acknowledge the customer's frustration or effort in switching modems; minimal empathy expressed beyond basic courtesy.

X2 Partially Met Tone & rapport conf 85%

Agent communicated at a steady pace but did not adapt to customer’s repeated hesitations or clarify confusion around modem-router compatibility.

X3 Not Met Overall experience conf 90%

Customer had to repeat their email address multiple times due to unclear transcription and was given no actionable troubleshooting, increasing their effort.

Call Transcript12 turns · 13 lines

Speaker 1

yeah yeah i i have a question i i just got a new modem it's it's it's a Hitron CoDA-565 and i connected it to my Linksys. And I am having, I'm having a problem. So, I called my internet provider. They said everything's fine on their end. So I thought he said to call you. And I don't remember when I bought this. I don't know if you can tell if it's even, I thought, well, maybe it's too old now for my for my modems. So, is there any way you can tell me that? [silence] okay. The serial number is 12810J07308329. [silence] Uh, let's see where that is. Oh, here it is. EA6200.