V2 Rubric Detail — 42dc83d4-7962-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:43
Duration
7m 41s
Contact
Hellen Phillips
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135592
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to open ports on the router for the printer
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall16.5% (-39.5)

V2 Grader Summary

The agent failed to perform meaningful troubleshooting for the ISP visibility issue, provided materially incorrect technical guidance, and offered no resolution or next steps. Despite acknowledging local internet functionality, the core issue remained unaddressed, ownership was lacking, and customer effort was not reduced.

V1 Case Analysis

Customer (Helen) reports ISP (Optima) says router is offline, though phone has internet. Agent confirmed phone connectivity but did not log into router (http://192.168.1.1) or check WAN status. Incorrectly warned that changing settings could damage EA8300. Suggested upgrading router as only next step.

Troubleshooting Steps
  • Asked the customer to check the Wi-Fi network name on the phone.
  • Confirmed internet access (email, web) from the phone.
Key Observations
  • Agent failed to perform any router-level diagnostics (login, LED check, WAN status) despite the issue being WAN-related.
  • Agent incorrectly claimed that changing settings on the EA8300 could damage the router — this is false and contradicts KB guidance (see universal_firmware_update.md and adjacent_common_wifi_questions.md).
  • No attempt to collect serial number, verify warranty, or offer a concrete troubleshooting path beyond a generic upgrade suggestion.
  • Agent correctly identified the router model (EA8300) and confirmed local device connectivity.
  • Agent accurately stated that Linksys does not have remote access to customer routers.
Positive Highlights
  • Correctly identified the router model as EA8300 (transcript [07:00]).
  • Confirmed that the customer's phone had internet access via Wi-Fi (transcript [03:00]), establishing basic network functionality.
  • Accurately explained that Linksys does not have remote access to customer routers (transcript [04:00]–[05:00]).
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed changing settings on EA8300 could damage the router (transcript [03:00]), which is false per KB — configuration changes and firmware updates are safe and supported on EA-series routers (see universal_firmware_update.md).
  • Failed to perform basic WAN diagnostics: did not instruct customer to log into router (http://192.168.1.1), check WAN status, or test modem directly (see universal_isp_modem_diagnostics.md).
  • Did not collect serial number or discuss warranty/support eligibility, missing an opportunity to clarify support options.
  • Offered no actionable troubleshooting steps — only suggested upgrading the router without validating the actual issue.
  • Did not check or explain router LED status as a diagnostic tool (see adjacent_common_wifi_questions.md for LED guidance).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent concluded no action needed because internet works locally, but did not verify or resolve the ISP's inability to see the router online.
R2 Not Met Diagnostic thoroughness conf 98%
Agent stated there are 'no troubleshooting steps that I can walk you through' and skipped basic diagnostics like checking WAN LED, rebooting, or accessing router status page.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EA8300 as legacy/out of warranty and recommended upgrade, but failed to offer best-effort troubleshooting for the immediate issue before suggesting replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent verified local Wi-Fi but did not probe WAN status, modem-router link, or other devices to isolate the ISP visibility issue.
T2 Not Met Appropriate tools / resources used conf 98%
Agent claimed 'we don't have any remote access' and failed to guide customer to use local tools like http://192.168.1.1 to check WAN connection status.
T3 Not Met No misinformation conf 99%
Agent claimed changing settings on EA8300 'may damage the router' — a materially incorrect statement unsupported by KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call control by confirming device connectivity but had long silences and lacked clear framing or transitions.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and confirmed connection method but did not consistently confirm understanding or adapt to emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deflected responsibility by stating 'we don’t have any access to all our routers' and offered no ownership of diagnostic process despite available customer-side tools.
O2 Not Met Proactive follow-through conf 94%
No next steps, timelines, or follow-up actions provided; agent ended call with no plan despite ongoing ISP visibility concern.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and issue did not clearly require escalation beyond L1 support.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent acknowledged customer’s profession and repeated that internet works, showing some recognition but response was transactional and lacked sincere empathy.
X2 Partially Met Tone & rapport conf 84%
Agent maintained calm tone and engagement but did not fully address customer’s confusion about ISP visibility.
X3 Not Met Overall experience conf 93%
Customer repeated information about coaxial cable; agent did not leverage known facts or streamline steps, increasing effort unnecessarily.
Call Transcript11 turns · 13 lines
Speaker 2
[silence] Welcome to LynxEx support. To ensure quality service, 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 while waiting. You may also visit support.lynxsys.com for more information about your product. [silence] Thank you for calling LynxEx. This is May. How can I help you?
00:00
Speaker 1
Here in the house, so I don't know why the and why the my internet provider, which is Optima says that it doesn't show to be online. That's what my internet provider said. That's what she said. Yeah, yeah, that's what I that's what I told her. She don't understand either. What do you think? What what that that don't make sense to me. I'm an operating room nurse. What do you think? Is that does that make sense to you?
01:00
Speaker 2
The router, it's not showing online from their end. But you already informed them that you can, like, visit websites on your devices or it's working. When you check. Okay. Okay. Okay. Yeah, it really make, um, it seems like they're trying to, um, like, maybe they're just, um, guessing that they're out there is really the problem.
01:00
Speaker 1
Yeah, so they listen writer, huh, yeah, yeah. Go to, um, okay, connections and software. Okay, I'm there. Cillif, 2011, 2011. On guard. Right. I turned it off yesterday when I was working with, so I know which one was working.
02:00
Speaker 2
Your phone. Is it connected to the linksys Wi-Fi connection? Okay, linksys. Okay, please go to the settings of your phone then and go to Wi-Fi after that thing. And then Wi-Fi, and under Wi-Fi, can you see what's the Wi-Fi name that this phone is connected to? Okay, tab the little eye. Is this an iPhone or Android? Okay. Now just make sure that your data is not enabled. Only Wi-Fi is turned on. [silence]
02:00
Speaker 1
Yeah, my movidade is turned off. Um. Now my I can get my email and everything. I'm sorry. Okay, I, I, I've had to give I've had to get it on my internet power back and see if this person, it was yesterday. Maybe that person was cross-eyed or something. [silence]
03:00
Speaker 2
Good, good. Okay, so it's turned off. So when you tried to visit websites using this computer or tried to surf Internet, it's working, right? Okay. because here's the thing, uh, indeed. Yeah. And because, uh, I'm afraid if we will change settings on the router, since you're using one of our legacy device, EA8300, it may damage the router. Right now, you said that your phone is working online through Wi-Fi, since data is not enabled and the rest of the devices, I can say as a technician that your router is just really fine. It's still working.
03:00
Speaker 1
she says she can't tell. she can't see that the router is online but she can see that modem is but she can't see that my router okay bye bye do you have a way of checking it do you have a way of running any kind of test no no with me with me can you run any test with me what wait a minute wait a minute you say you don't have you don't have an access to all your tatters.
04:00
Speaker 2
Yeah. Right, right. Okay. Just let them know that you call Linksys and was confirmed that the on C and the router is working, okay? So that they will, we don't have any um connection with them. So they need to inform them instead. Um for that one part of security, we don't have any access to all our routers. We can just walk through our customers. Yes, we don't have any remote access where we can have a reboot or check the settings of the router. What we can just do from our end is to walk through our customer how they can fix the router, how can they access it. But, [silence] When when [silence] [silence] It comes um when it comes to [silence] [silence] [silence] Oh sorry. [silence] when it comes to us [silence] uh who can remotely access the router, we cannot. [silence] Walk through what what do you mean? [silence] [silence] What I mean is [silence] we can just walk through our customers [silence] [silence] on how they can fix their router. [silence] In your case, Helen, [silence] the internet is working. [silence] So, for that one, [silence] there's no troubleshooting steps that I can walk you [silence] through. [silence] not unless if you have other concerns [silence] like [silence] ass lake internet or dropping. [silence] Then we can do something about that, [silence] but since your internet is working, [silence]
04:00
Speaker 1
And lagging or dropping anything. I did find that the one X- X- X-coaxial card to the modem was loose and whatever. But that was, of course, true. So what would you do if you if I was flagging or whatever? What would you do then if I was dropping? Just a minute. Just a minute. Okay, are you there? Okay, I guess they hung up. The phone was bugging me. They were calling in, but they quit. Okay, so what would you do if I told you that it was dropping? My, my, my, my, my rattle was dropping, okay. Okay,
06:00
Speaker 2
uh... Mhm. Uh, there's, uh, yeah. Yeah, I'm still here. Okay. Mhm. I can recommend you then to upgrade your router instead because this EA 8300 is already part of our legacy device, which we don't manufacture. [silence] the EA8300, that's your router, right? EA8300 model number. That's the model number of your router.
06:00