V2 Rubric Detail — 441fd1c6-772b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 22:05
Duration
5m 0s
Contact
916-690-5375
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

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
Technical1.56/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall23.1% (+1.1)

V2 Grader Summary

The agent failed to resolve the issue, provided factually incorrect technical information (wrong URL, IP, and LED interpretation), and did not take ownership or set follow-up steps. Despite some troubleshooting suggestions, the interaction lacked accuracy, ownership, and customer-centered communication, resulting in an ownership gap.

V1 Case Analysis

Customer reported flashing green LED and intermittent internet loss. Agent failed to collect model/serial, provided incorrect support URL (suppormt.inkSys.com) and incomplete IP (168.1.1), and offered no valid troubleshooting. Call ended without resolution or confirmation.

Troubleshooting Steps
  • Asked for router type/serial (not obtained)
  • Suggested checking power adapter
  • Provided incorrect support website URL (suppormt.inkSys.com)
  • Provided incomplete IP address (168.1.1)
  • Instructed to check firmware status via router UI under 'Connectivity' tab
Key Observations
  • Agent provided an invalid support URL: 'suppormt.inkSys.com' (transcript [03:00]) — this is a hallucinated domain not associated with Linksys.
  • Agent gave an incomplete and incorrect IP address: '168.1.1' instead of '192.168.1.1' (transcript [04:00]) — this will prevent the customer from accessing the router.
  • No model or serial number was collected despite asking (transcript [01:00]), violating basic protocol.
  • Agent incorrectly interpreted a flashing green LED as a hardware fault without checking WAN status or performing basic diagnostics.
  • Agent did not verify any outcome or confirm whether the customer could access the router or check firmware.
  • Call ended without establishing a clear next step, escalation path, or self-help resource.
Positive Highlights
  • Agent attempted to engage the customer by asking for model and serial number.
  • Agent recognized the need for the customer to check firmware status, though the method was incorrect.
Agent Errors / Gaps
  • Provided an invalid and hallucinated support URL (suppormt.inkSys.com).
  • Provided an incorrect and incomplete router IP address (168.1.1).
  • Failed to collect product model and serial number.
  • Misdiagnosed flashing green LED as definitive hardware fault without proper troubleshooting.
  • Gave incorrect instruction: firmware status is not under 'Connectivity' tab in most interfaces — it's under 'Router Settings' or 'Advanced'.
  • Did not verify WAN connection status or perform basic diagnostics like power cycling modem and router.
  • Did not confirm whether the customer could access the router UI or understand next steps.
  • Failed to establish any operational closure path — no resolution, escalation, or self-help provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; customer left to self-diagnose firmware and power issues without verification of success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested checking power adapter and resetting router but skipped key steps like power-cycling modem, checking WAN LED, or confirming auto-update status.
R3 Partially Met Correct resolution path conf 85%
Agent suggested reset and firmware check aligning with OOW best-effort but failed to determine warranty status or offer RMA despite possible hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified flashing green light and asked for serial number but did not probe WAN status, recent changes, or modem behavior to isolate root cause.
T2 Partially Met Appropriate tools / resources used conf 85%
No diagnostic tools used; agent relied solely on verbal guidance. Remote session or log check would have been appropriate for issue isolation.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL (suppormt.inkSys.com) and wrong IP (168.1.1); claimed flashing green means hardware issue, contradicting KB which lists only Blue, Purple, Red, Yellow for MR/EA series.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened with script and asked for serial number but had long silences and no clear agenda or transitions to next steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to verify understanding after giving complex instructions and provided inaccurate technical details (wrong URL, IP).
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; ended call after directing customer to self-troubleshoot without follow-up or commitment.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step timeline or follow-up commitment set; agent only said 'check it out' and disconnected.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Potential hardware fault identified but agent did not escalate or consider warranty/RMA path despite valid trigger for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer's frustration over repeated reboots or express empathy; interaction remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent maintained monotonous tone and did not adapt to customer's confusion or adjust pacing; customer had to reconfirm basic access steps.
X3 Not Met Overall experience conf 90%
Providing incorrect URL and IP forced customer to re-verify basic access information, increasing effort unnecessarily.
Call Transcript9 turns · 9 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options. Please press two. Please have your device's 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] Thank you for calling Linksys. It is May. How can I help you?
00:00
Speaker 1
I just got off the phone with Spectrum and they checked uh the link with the modem and stuff like that and they said the download the upload speeds and everything like that are fine. Um the past few days I've been having to reboot my router uh a few times because I've been losing the internet connection and now it just continues to flash green. Is that a concern of saying pretty much like the router is starting to go bad or could it be a software issue like it's not like it needs updates or what? I'm just kind of trying to diagnose and figure out what I should do next. If I should get a new router or or what? [ silence ]
01:00
Speaker 2
Okay, for me to answer all your questions, I need to know first what router you're using. Can I have the serial number that's on the sticker underneath your router? [silence]
01:00
Speaker 1
green light would mean on the actual router? yes. it isn't it. yes.
02:00
Speaker 2
It hasn't changed. What type of router are you using? If you're using one of our oldest uh series like the EA series. If it's flashing green all the time. Uh okay. That means it's no longer connecting to the internet and possibly it's rebooting. So you need to make sure it's plugged in directly to the outlet and not just that um you need also to make sure that yeah it's using the power adapter that came with it because it's probably not receiving enough electricity. And aside from that it could be as well hardware issue already. If everything is um okay like the adapter then it could be that the router is already defective. You can try to reset and reconfigure but if the light still keeps on blinking. [silence]
02:00
Speaker 1
Uh-huh. that's a hardware issue, not a software issue. Okay. all right. I will doublecheck the power supply on that. And then um, I will double check. Is there a link online to actually check to see if there's any updates um that I would need or required for my thing. You probably you would need my serial number and everything. Or what would you do on your end to find out if my router is updated uh software wise. Uh-huh. Okay. Okay. I'll do that.
03:00
Speaker 2
That means it's already hardware issue hardware problem. Yeah, O okay. You need to log in first to the router settings. We don't have any remote access here to all our routers security purposes. So you need to check it and you can actually visit our website suppormt.inkSys.com. There are articles there which can help you. [silence] And our
03:00
Speaker 1
i'll double check it, since, and, since I have it hooked up to the computer, I should be able to connect directly to the routers through my computer, right? If that's where I have the internet hooked up to. Yeah, Uh, okay. I think it's 192.0. Can I think of that. Yeah, yeah, exactly. And it'll say on there, it, it, it, it'll say on there if it's updated or not? Right. Yeah. Okay, okay. Gotcha. Alright, I'll check out the firmware power and, okay. Alright, thank you very much for time. I'll check it out. If I any other issues, I'll call back. Okay, thank you. Alright, bye.
04:00
Speaker 2
also, we have AI. Mm-hmm. Yeah. Even better. Yes. 168.1.1. Uh, you need to log in first and once you're log in you will see the uh firmware under connectivity tab. Yeah, it will inform your router is up to date if the firmware is up to date. Firmware is up to date. Uh-huh. Okay. You're welcome. You take care.
04:00