V2 Rubric Detail — 44442cf4-76f6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:45
Duration
6m 16s
Contact
John Murtel
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135797
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Specific site cannot open

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall16.7% (-5.3)

V2 Grader Summary

The agent failed to troubleshoot the router after a power outage, incorrectly concluded the internet was working based on phone browsing, and dismissed the customer's credit-card transaction issue without verifying router settings or firewall status. No ownership was taken, no escalation offered, and the customer was redirected to the credit-card provider, leaving the issue unresolved.

V1 Case Analysis

Customer with non-Linksys Asus router reported post-outage website and credit-card processing issues. Agent failed to identify out-of-scope device, provided no troubleshooting, and incorrectly concluded internet was functional. Call ended without resolution.

Troubleshooting Steps
  • Collected serial number (29V11M22-02661).
  • Confirmed LED color (blue).
  • Asked if phone could access websites (customer confirmed yes).
  • Incorrectly concluded internet was working without further investigation.
Key Observations
  • Agent failed to recognize the device was an Asus router, which is outside Linksys support scope (KB: universal_escalation_guide.md states ISP-provisioned or non-Linksys devices should be directed to the correct support path).
  • No troubleshooting was performed beyond basic connectivity check; no reboot, firmware check, or firewall review was suggested (KB: universal_firmware_update.md, universal_mesh_node_management.md, and linksys_now_login_admin.md provide troubleshooting steps for Linksys devices).
  • Agent incorrectly declared the internet was working despite the customer's report of blocked services, contradicting KB guidance on isolating router-level issues.
  • Call ended without providing any self-help resources, escalation path, or technical guidance (KB: universal_support_contacts.md and universal_escalation_guide.md outline support paths and next steps).
Positive Highlights
  • Agent asked for the serial number at [01:00], showing an attempt to gather identifying information (KB: universal_escalation_guide.md).
  • Agent checked the LED status at [04:00], a standard initial troubleshooting step (KB: universal_mesh_node_management.md).
Agent Errors / Gaps
  • Failed to identify the product as non-Linksys (Asus router) at [01:00], violating protocol for out-of-scope devices (KB: universal_escalation_guide.md).
  • Did not collect model number, a basic protocol requirement for any support interaction (KB: universal_escalation_guide.md).
  • Provided inaccurate technical assessment at [05:00]–[06:00] by stating 'the internet is working' despite the customer's report of blocked services, contradicting KB guidance on isolating issues (KB: universal_firmware_update.md, universal_mesh_node_management.md).
  • Offered no troubleshooting steps, escalation, or self-help resources, leaving the customer without a valid path forward (KB: universal_support_contacts.md, universal_escalation_guide.md).
  • Ended the call without confirming resolution or providing any technical resolution, violating operational closure protocol (KB: universal_escalation_guide.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded internet was working and dismissed router involvement without verifying router settings or providing any resolution.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent asked if website worked before and tested phone internet, advancing understanding slightly, but skipped reboot, WAN check, and firewall review.
R3 Not Met Correct resolution path conf 96%
Agent did not determine warranty status, product type, or offer best-effort troubleshooting; instead redirected customer to credit card provider.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent jumped to 'internet is working' without asking diagnostic questions about router lights, settings, or post-power-cycle behavior.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, remote session) used despite customer mentioning firewall concerns and need to verify router configuration after power outage.
T3 Not Met No misinformation conf 97%
Agent claimed 'nothing has changed to your router' without evidence, contradicting customer's report of transaction failure after power outage.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but failed to set expectations or guide toward resolution, letting customer drive the call to an abrupt end.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and confirmed basic understanding but did not adapt to customer's urgency or explain technical concepts like firewall or router role.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent deflected responsibility to credit card company without investigating router, breaking ownership by avoiding necessary troubleshooting.
O2 Not Met Proactive follow-through conf 96%
No next steps or timeline provided beyond 'call the credit card guy'; no follow-up plan or actionable guidance given.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior case history to maintain or reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue involved potential router misconfiguration after power loss — a valid escalation trigger — but agent made no attempt to escalate despite customer impact.
E2 Not Met Escalation prep & handoff conf 93%
No escalation occurred, so execution details were absent; customer was left without path to deeper support.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but showed minimal empathy for business-critical outage and closed with abrupt, irrelevant comment ('10 months ago').
X2 Partially Met Tone & rapport conf 88%
Agent matched customer’s pace somewhat but failed to adjust tone to convey urgency or concern for business impact of transaction failure.
X3 Not Met Overall experience conf 95%
Customer had to repeat problem description and was sent to another party without agent-side verification, increasing effort unnecessarily.
Call Transcript12 turns · 13 lines
Speaker 1
Yeah, hi Gerald. I'm actually, uh, calling because our power went out at my shop. And, um, it's saying I can't, we're trying to push this product because if my product arrives at 8 a.m., I'll have an issue because we'll start our shift at 8 a.m. and if it doesn't arrive.
00:00
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. please have your device's serial number and contact information ready. if unavailable, kindly call back later. for out of warranty products, paid support option may be available depending on the issue. regarding linksys. my name is Gerald, yvans. [silence] if you. if you. [silence] if you. [silence] if you are calling linksys, my name is Gerald.
00:00
Speaker 1
What? the credit card guy? He said "it was an internet issue." It's not allowing us to access websites. And then, I called the internet people. The internet people said that "it's our router." Because we have an aftermarket router and it's not allowing... And we have a firewall. I guess that's blocking us from accessing um, websites and processing credit cards. So, which leads me to you. I'm sorry. What? Was it? Wasn't it what? What? Yeah, it's been, it's been, it's been, it's all been, it's all been working fine. So, it's been working fine for a while and then, when the power went out and came back on, that's when it kicked it off and it won't allow us to process credit cards anymore. [silence]
01:00
Speaker 2
Was that working before? Connected to the same router? That website you're trying to open, were you able to access that connected to the same router? [silence] Can you give me the serial number and model number of your Asus router?
01:00
Speaker 1
Yep. Link C setup a one password recovery key. Serial number okay. Serial number is going to be 29V11M22 - 02661. It's the first name's John. Last name is Murtough. M U E R T O at Yahoo.
02:00
Speaker 2
What is your first name and last name so I can create a record for you? [silence] And what is your email address? [silence] "Who's your internet provider? [silence] "Quick question, do you have internet connection right now working or no?
03:00
Speaker 1
Uh, it says it's working. It just won't allow us to access anything. No. Correct. Correct. You said what? uh, The lights? Uhm. What color is it? Blue. Uh, it currently is yes. Uh, it currently is yes. Let me see here.
04:00
Speaker 2
Yes, the color? Is your phone connected to Wi-Fi? Can you go to any website? You can try your email. Go to your email, see if you can open it up.
04:00
Speaker 1
Yep. it's pulling it up websites right okay. okay I see what you're saying so I'm gonna call I'm gonna call this credit card guy back then because he's the one that kind of sent me on this this uh mission to nowhere and uh thank you. that actually answers my question. Yeah I know I mean like you got a point if it's allowing me to use it on my phone to access this stuff and then I'm trying to I just swiped a card and it says the transaction provider return[silence]
05:00
Speaker 2
All right. so the internet is working then. no problem with the internet. With regard to firewall, something would by default, it should be the same and you were able to access this before without a problem. nothing has changed to your router, right? you did not make any changes. so I don't see any problem with that. Let's see if that's the case, but we'll we'll figure out. you don't want to do like troubleshooting something. just want to make sure that you
05:00
Speaker 1
And there's no response from the host, which is them. So, I'm going to call them again and figure this out. Okay. Thank you Sarah. Okay. Thank you. Bye.
06:00
Speaker 2
Sure. But if you think this is 10 months ago, I'm sorry. Sorry.
06:00