V2 Rubric Detail — 519df2ea-719c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 20:19
Duration
8m 11s
Contact
Tatsy Burrell
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135003
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-11.3)

V2 Grader Summary

The agent failed to resolve the customer's no-internet issue, provided incomplete troubleshooting, and gave a technically inaccurate reset instruction (30 seconds vs. 10–20). No escalation was needed, but the interaction lacked empathy, structure, and effective tool use, resulting in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

Customer reports no internet and solid orange LED. Model number not collected. Agent advised 30-second factory reset (incorrect per KB) and emailed setup steps. No verification of fix. Call ended without confirmation of resolution.

Troubleshooting Steps
  • Customer performed power-cycle of modem and router.
  • Customer performed a manual reset (held reset button).
  • Agent advised a factory reset (30-second reset) and to follow emailed setup instructions.
Key Observations
  • Agent never asked for or recorded the router model number, which is critical for accurate troubleshooting per KB.
  • No verification of WAN cable connection or back-panel LED status (e.g., WAN port green light) was performed — a core step in 'No Internet' troubleshooting per KB.
  • Agent advised a 30-second factory reset, but KB specifies 10–20 seconds until the LED flashes red and turns solid blue — this could result in an incomplete reset.
  • Call ended without confirming whether the customer completed the reset or restored connectivity — no validation of outcome.
  • Agent did not address the reported 'invalid admin password' issue, which may indicate a login or firmware issue.
Positive Highlights
  • Captured the device serial number accurately at [01:00].
  • Attempted to gather customer email for follow-up communication at [07:00].
Agent Errors / Gaps
  • Failed to collect the router model number, preventing model-specific guidance.
  • Did not perform basic WAN troubleshooting (check cable, check WAN LED) as required by KB for 'No Internet' issues.
  • Provided incorrect factory reset duration (30 seconds vs. 10–20 seconds per KB), risking incomplete reset.
  • Did not verify admin login capability or troubleshoot the 'invalid password' report.
  • Ended call without confirming resolution or next steps, leaving customer without closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed internet was restored; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only asked about LED color and reset; skipped key steps like power-cycling modem, checking WAN cable, or verifying DHCP.
R3 Not Met Correct resolution path conf 90%
Agent sent generic email and instructed a 30-second reset (vs. KB 10–20s), which is an inappropriate resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED state and reset attempt but failed to ask about modem status, WAN link, or DHCP settings.
T2 Not Met Appropriate tools / resources used conf 85%
No tools (remote session, admin UI, logs) were used despite opportunity to verify router status or network configuration.
T3 Not Met No misinformation conf 90%
Agent instructed 30-second reset, contradicting KB guidance (10–20 seconds); this is a materially incorrect instruction.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, structure, or control; ended abruptly after sending email without confirmation.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not confirm understanding or adapt tone to customer’s frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer but failed to resolve issue; promised email but no follow-through on resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned sending email instructions and a reset, but provided no timeline or guarantee of follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy; ignored customer’s frustration about paying for help and repeated efforts.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust pace or tone despite customer’s confusion and repeated attempts to explain.
X3 Not Met Overall experience conf 90%
Customer repeated serial number and troubleshooting steps; agent added effort by deferring to email instead of resolving live.
Call Transcript12 turns · 15 lines
Speaker 1
Well, it appears that my router is giving me problems.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Domain.lynsys.com. Please have your device's serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your. 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. Hi, thank you for calling Lynxus. This is Joy. How can I help you today?
00:00
Speaker 1
I don't have any internet. 37A10M27C01967 37A10M27C01967
01:00
Speaker 2
What kind of problems? Ma'am? May I have the serial number of your device, please? Can you repeat it again, please, just to verify? Okay, let me just check just a moment.
01:00
Speaker 1
what's that? [silence] orange [silence] orange [silence] solid orange
02:00
Speaker 2
All right. So, um what is the light of the router? The LED light? The light of the router. Does it have any light? Is it blinking red or orange or blue? And who is your internet service provider? Okay. Oh, what is it again? Brandberg, okay. mm-hmm, may I have your first and last name, ma'am? How do you spell that one? Your first name is?
02:00
Speaker 1
TASYRN 1995@ gmail.com. Well, I unplugged everything and waited and then plugged everything back in. And then I unhooked my router and plugged it back in and still wasn't any change.
04:00
Speaker 2
And lastly, your email address, email address, I would ask what two or shooting steps have you done so far before calling us?
04:00
Speaker 1
And then I did the reset. I held it in. And so, and I got the same results. Um, except now when I was trying to see what was, you know, what I had on there. It's still my TV still says there's no connection to the internet. And when I tried to put my why my number, my password in, it's telling me that it's invalid. Yes. It's there's still two of them on there.
05:00
Speaker 2
uh-huh. Right, um, when you check your Wi-Fi settings on the Wi-Fi list, is your network name still there or did it change to Linksys? [silence]
05:00
Speaker 1
Okay. Okay. So, how do I get that done? Okay. [silence] Well, I don't want I don't want to pay for somebody to tell me what to do with it. I understand. Okay, thank you. [silence] Okay, well I I held it for probably a full minute. Okay, thank you. Bye bye.
06:00
Speaker 2
Okay. okay. I'm just sending you the email instructions. instead. Yeah, welcome, ma'am. And, by the way, for you to reset the router properly, just press and hold the reset button, the red button for 30 s to make sure that it will go back to default settings. Okay, I see. All right. So if that's the case, and then just follow the setup procedure that I'll be sending you through email, all right? Okay. And just to verify again, ma'am, your email. that's cates, lrn995@gmail.com. Okay. Okay, thank you for calling Lee's's, ma'am. Have a good one. Bye.
07:00