V2 Rubric Detail — 4c777a1a-741d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 00:47
Duration
17m 12s
Contact
Cameron Childers
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135256
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500_No internet wired and wireless.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-30.2)

V2 Grader Summary

The agent failed to perform any meaningful diagnostics or consult the KB for a total internet outage, instead recommending the purchase of an MX6200 router. No technical troubleshooting or warranted escalation occurred, leaving the customer's issue completely unresolved.

V1 Case Analysis

Customer reports complete internet outage despite ISP confirmation of service. Agent collected model (E2500) and serial but performed no troubleshooting. Recommended new MX6200 router instead of diagnosing issue. No resolution or next steps provided.

Troubleshooting Steps
  • Requested serial number (confirmed: 10A30C67513618)
  • Requested model number (confirmed: E2500)
  • Asked if Wi-Fi SSID was visible (customer said yes)
Key Observations
  • Agent confirmed model number as E2500, identifying it as an E Series router (per KB model family guidance).
  • Agent never performed standard internet connectivity troubleshooting (power-cycle, WAN LED check, local admin access).
  • Agent recommended an unrelated product (MX6200) instead of diagnosing or resolving the current issue.
  • No empathy expressed for customer frustration; call ended abruptly without clear closure.
Positive Highlights
  • Correctly identified and confirmed the customer's model number (E2500) and serial number (10A30C67513618).
  • Collected complete customer contact information (name, email).
Agent Errors / Gaps
  • Failed to perform basic internet/WAN troubleshooting (power-cycle, LED check, local admin access) despite customer reporting complete outage.
  • Did not verify WAN connection status or router functionality before suggesting hardware replacement.
  • Provided a sales recommendation (new MX6200) rather than troubleshooting the existing E2500 device.
  • Poor communication: no acknowledgment of customer frustration, no clear next step, and abrupt call ending.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent recommended a new MX6200 router without resolving the customer's internet connectivity issue or performing any diagnostic steps.
R2 Not Met Diagnostic thoroughness conf 98%
Only asked if customer tried power-cycling; skipped essential steps like checking WAN/Internet LED, verifying cable connections, or testing with a direct modem connection.
R3 Not Met Correct resolution path conf 97%
Suggested purchasing a new router instead of troubleshooting the existing device, which is an inappropriate resolution path for an in-warranty support case with reported internet failure.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply a logical diagnostic process. Despite the customer stating the ISP confirmed the line is perfect, the agent asked no targeted questions about LED states or WAN connectivity, jumping straight to a product recommendation.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any KB resources or tools. For a total loss of internet, the agent should have referenced universal_isp_compatibility.md (Quick ISP Diagnosis) or universal_firmware_update.md, but instead relied on a sales pitch.
T3 Partially Met No misinformation conf 85%
The recommendation of the MX6200 as a WiFi 6E router is factually accurate based on the product family mentioned in the KB, but the guidance was irrelevant to the technical problem. No contradictory technical instructions were given because no troubleshooting was attempted.
Communication
C1 Not Met Clear & professional language conf 96%
Call began with automated message, agent failed to set expectations or structure the interaction, and abruptly shifted to unsolicited product recommendation without transition.
C2 Not Met Confirmed understanding conf 95%
Used technical terms like 'Wi-Fi 6E' without explanation and did not adapt language to customer’s expressed difficulty; no comprehension checks performed.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the problem; instead deflected by suggesting a new purchase rather than investigating the reported failure on the current device.
O2 Not Met Proactive follow-through conf 96%
No next steps were established; customer was left with a product suggestion and no actionable plan to restore internet on their existing setup.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Customer reported complete internet outage after ISP confirmed line integrity — a clear escalation trigger per universal_escalation_guide.md Step 2, which was ignored.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be considered effective; customer was not informed of any engineering support path.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer frustration over total internet loss; agent remained transactional and offered no empathy or validation.
X2 Not Met Tone & rapport conf 96%
Agent continued with sales pitch despite customer’s repeated expressions of connectivity issues, showing no adaptation to emotional state or urgency.
X3 Not Met Overall experience conf 96%
Customer was asked to provide serial and model number, then given an irrelevant product recommendation, increasing effort without progress.
Call Transcript11 turns · 13 lines
Speaker 2
welcome to linksys support. for in warranty products our support teams available to help with performance and hardware issues. to register your product, just go to register.linksys.com. have your device serial number ready. for further assistance? press one now. for out of warranty products, paid support may be available depending on your issue. please have your device serial number and on contact information ready. available, kindly call back later. for out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Hi there. I was told to contact you guys because our internet is not working at all at our house. and I contacted Charter Spectrum who we have for internet and they ran everything and they came out and replaced everything and everything on their end looks perfect. We have internet, we have good service and so they're thinking that it might be the
11:00
Speaker 2
Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? Um,
11:00
Speaker 1
[silence] [silence] yes it's 1 0 A 30 C 675 136 18 [silence] yes where would I find that? Oh [silence]
12:00
Speaker 2
All right. Thank you for that information. Yes, we can further check your linksys routers internet and uh to properly address you with that,may have the serial number of your linksys router found at the bottom. [silence] All right. Thank you. And may I have the model number as well. [silence]
12:00
Speaker 1
2-5-0-0. Yes. Okay. Why, Cameron Childers? Yes, 5-4-1. 7-6-1 6-0-7-5 Yeah Cam cameronchilders32@hotmail.com C-A-M-E-R-O-N
13:00
Speaker 2
All right, thank you and is this your first time calling Linksys? Allow me to create a record here as well and may I have your first name and last name? All right and may I have also your phone number in case gets disconnected, they'll be able to call you back. All right, and may have also your email address. All right, just to make sure I got the spelling correctly, how do you spell your first name?
13:00
Speaker 1
Ron. Oh yeah. Oh yeah. Oh yeah. Oh yeah. Oh yeah. No. No, it won't even like come up. Like if I'm on my TV or phone, like it won't even pop up half the time. And then it's gotten really bad in the last like 24 hours. It used to be okay, where like we could connect sometimes, but now we're not able to connect at all.
14:00
Speaker 2
All right. All right. And how about your last name? All right, thank you. And going back to your Linksys router, while I'm checking the warranty and support, have you already tried like turning off and on the router itself? Okay, thank you. And just to verify, uh on your smart devices or Wi-Fi devices, are you still able to see the Wi-Fi signal coming from the Linksys router?
14:00
Speaker 1
[silence] Yep. [silence] Yep. [silence] Okay. [silence] Okay, so how do I do, that's fine. How do I do that? Okay. It's 1500 square feet. Yes. Okay. Okay, okay. And can you tell me the model number again? Okay, okay, awesome. Okay, that is all. [silence]
15:00
Speaker 2
it sports newer Wi-Fi technology. By the way, how big is your house when it turns two square feet? 1,500. Okay. Um, I can recommend the Vallop Pro 6E, that's the MX 6200. That's a uh Wi-Fi 6E router. Right now, we are not selling it since the Linksys store is not available yet, but you may check it via online store, authorized online store such as Amazon or through your local store. You can search it by model number. MX 6200. All right. Anything else I can assist you with Linksys? All right, this is once again Rakel, Camryn and this is Lindsay Smith. Thank you for calling and have a wonderful day. Take care. Welcome.
16:00