V2 Rubric Detail — 51f8797a-6f3c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 19:47
Duration
10m 25s
Contact
Laura Anthony
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134514
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E9450 - no internet
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion by failing to perform basic troubleshooting (e.g., power cycle, admin UI check) and prematurely offering a paid support option, which constitutes a critical failure under B (Avoidance/Evasion).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the no-internet issue and skipped essential troubleshooting steps like checking the router’s admin interface or performing a proper power cycle. While one valid diagnostic suggestion was made (isolating the modem), the introduction of an unsupported $15 fee and inaccurate statements about warranty duration violated policy. The interaction lacked full ownership, tool usage, and empathy, resulting in an unresolved outcome with evidence of evasion.

V1 Case Analysis

Customer reports no internet on AX5400 router despite gold internet LED. Agent advised router reset and emailed steps, offered $15 paid support if needed. No WAN verification performed.

Troubleshooting Steps
  • Requested and captured serial and model numbers (AX5400, S/N A45T119M19B01174).
  • Suggested connecting a computer directly to the modem to isolate the router (not performed).
  • Advised a full router reset and promised emailed instructions.
Key Observations
  • Agent incorrectly stated WPS is only for phones ([02:00]) — WPS is for any Wi-Fi device, not just phones (adjacent_common_wifi_questions.md).
  • Agent claimed the router is good until 2028 without any technical or warranty basis ([09:00]) — this is a materially false statement.
  • Agent switched names mid-call (Jake → Nathan) ([10:00]), causing confusion and poor professionalism.
  • No verification of WAN port LED or physical cable connection before recommending a full reset (ax_maxstream_wifi_connectivity.md).
  • Paid-support fee was introduced without confirming warranty status or eligibility, violating protocol (universal_firmware_update.md, adjacent_common_wifi_questions.md).
Positive Highlights
  • Successfully captured model number (AX5400) and serial number (A45T119M19B01174) from customer.
  • Offered to send written reset instructions via email, which is a useful self-help step.
Agent Errors / Gaps
  • Incorrect statement about WPS usage — WPS applies to all Wi-Fi devices, not just phones (adjacent_common_wifi_questions.md).
  • Unsubstantiated claim about router lifespan until 2028 — no technical or warranty basis.
  • Failure to verify WAN connection or perform basic power-cycle troubleshooting (ax_maxstream_wifi_connectivity.md).
  • Did not confirm physical WAN cable connection or check WAN port LED status.
  • Introduced a $15 paid-support charge without confirming warranty status or eligibility (universal_firmware_update.md).
  • Name switch mid-call (Jake → Nathan) indicates poor case ownership and professionalism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue during the call and deferred to an email with a $15 charge for further support; no confirmation of restored internet.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent suggested isolating the modem by connecting directly to a computer, which is a valid diagnostic step, but did not complete a full power cycle sequence or check WAN LED status.
R3 Not Met Correct resolution path conf 95%
Agent introduced a $15 fee without confirming warranty status or offering best-effort troubleshooting; KB requires attempting reset and setup before charging.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (no internet, gold/yellow WAN light) and asked about Ethernet connectivity, but failed to ask follow-up questions about router admin access or recent changes.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools such as remote session, admin UI check (e.g., http://192.168.1.1), or firmware verification, despite the issue being resolvable via local diagnostics.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the router is 'good until 2028' and that a $15 charge applies — neither is supported by KB; warranty and paid support policies are misrepresented.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent attempted to guide the interaction but lost control during silences and transitions; framing was weak and call flow was disjointed.
C2 Partially Met Confirmed understanding conf 87%
Agent used some accessible language but failed to confirm understanding or adapt to customer confusion about Ethernet vs. Wi-Fi; jargon like 'connect directly to coax' was not clarified.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership — instead deferring to email instructions and a potential charge, without ensuring resolution or follow-up accountability.
O2 Partially Met Proactive follow-through conf 89%
Agent set a next step (email in 5–10 minutes) and suggested calling back, but introduced a fee and did not confirm receipt or offer real-time support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this is a first contact, so continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not express empathy for frustration, but remained polite and professional; no sarcasm or impatience, though tone was transactional.
X2 Partially Met Tone & rapport conf 86%
Agent maintained basic engagement and responded to customer input, but did not adjust pace or simplify explanations when customer struggled with technical terms.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and email; agent added unnecessary friction by introducing a fee instead of resolving the issue directly.
Call Transcript20 turns · 21 lines
Speaker 1
[silence] Hi there, this is Laura Anthony. And um my yeah, my router is [silence]
00:00
Speaker 2
Welcome to Lynx's 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.Lexus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device 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. Thank you for calling Lexus. My name is Jake. And you know who I'm. checking? Leah Anthony.
00:00
Speaker 1
Got two blue lights and one gold light. Would you like the serial number? You got it. Okay, it's so tiny, hold on, let me get the, I'm going to put you on speaker here because I got to get the magnifying glass. So, it's um, the serial number is um, A45, T is in Tom, 119, M is in Mary 19, B is in boy, 01174. Well, to the left, it says links this, model number is in elephant, 9450.
01:00
Speaker 2
Mm-hmm. Can you give me the serial number, please? All right. Let me take a look. Do you have the model of the device?
01:00
Speaker 1
But then on the paperwork here, it says Linksys's Quick Start Guide, AX5400, dual band, Wi-Fi 6 router. The lights? Yeah, the lights are two blue at the top. The internet is gold and there's no WPS light at all. I'm sorry, there should be no what? I'm sorry. Oh, okay.
02:00
Speaker 2
Correct. That's it. What is the color of the light on the device? Would you know? It's okay. It should not be light. I found out already. There should be no light on the WPS. WPS is only needed when you try to connect a phone.
02:00
Speaker 1
so the the the real good okay the internet one is gold yes yellow yes the modem is all uh connected um all of them are connected the um let's see here all four lights are connected. I uh and I called uh Cox cox and they've rebooted me a couple times but I still don't have internet. And I was trying to see if there was any I'm sorry All right. I'm sorry interrupt. Um, um, I can do whatever you want me to do but what do you want me to do connect disconnect my modem? Right. Uh-huh.
03:00
Speaker 2
If you connect directly to the coax without any links is it possible for you to connect a computer? fire directly to the coax modem. Uh okay. Right now we are not sure whether the problem is on the modem or on the link. medium we will remove the link from the equation and then make sure that the modem connected to computer. have internet. If that works meaning the problem is on the link device. All right. Now I need you to connect a computer directly to the modem. If
04:00
Speaker 1
Okay. Well, it's plugged in, to the, to a plug, the computer, and it's a laptop. So it must be wireless, because I can't get Internet on it. My modem, Cox modem, is plugged into the Linksys, router. So do I unplug the Cox? In the, Linksys? It does not have, it does not have Internet. It, oh, yes, I
05:00
Speaker 2
you have that kind of connection, it's wired, not wirelessly. Make sure that, not yet, not yet. Check whether your laptop has an ethernet port at the side. Then you can connect an ethernet cable to it, if it doesn't have, uh, ethernet, ethernet, not internet, ethernet. [silence]
05:00
Speaker 1
[silence]
06:00
Speaker 2
Does your laptop have a socket or ports for ethernet on the side? OK. All right.
06:00
Speaker 1
See. That's not it? Okay. Oh, okay. Yeah. But, oh, to my email. Okay. Well, yeah, I will, I have email and I don't have any internet connection, but my email is L Jamie.
07:00
Speaker 2
That's SDMI that's for the connection to the TV or any other devices now. This is what you're gonna do. We cannot verify yet that the comode is working, but you already called them. They said that they rebooted it and then they reset that one. So most likely it is working. Let's assume that it is working. The solution for your problem, Laura, would be to reset the router, your linkages, and then reinstall it. I can give you the instruction to your email. And if you want me to say, I can send it to you. Can you give me your email address, please?
07:00
Speaker 1
Anthony, you know, for Laura John, L.J. Anthony at Cox, C-O-X, dot net. Yeah, yeah. Oh. Okay.
08:00
Speaker 2
Mm-hmm. Lj Anthony at gmail.com. You can receive email, right? using your phone. You still have mobile data, right? If you don't receive this one. I will send you the instruction of this one, Laura. Can you give me five to 10 minutes after this one? If the problem persists, please give us a call and then we can assist you but there will be a charge of $15. Upon receiving this email and if it doesn't work, give us a call. This time, this will be a charge of $15. I hope that will work. Is that okay? Clear enough? Right? If you try first and then if it doesn't work, we can ask for a charge. That's what it says. You never know.
08:00
Speaker 1
[silence] Okay. Yeah, because I Okay. Okay. I didn't know if I needed to do some firmware update or if these expire because it's 10 years old. Okay. Okay. Okay.
09:00
Speaker 2
it's still work because 90% of the one that I send them email, they don't reply meaning it usually works. All right. give me back Laura. give me 5 to 10 minutes after the call. Go ahead, if you say. No, no, no need to. Oh, no, it's okay. Your router's good. Your router's still good. You can still have this until 2028. November 2028, it's still good. So it's just a good router. With the Okay. All right then. Yeah. Okay. You have this since 2022. 2814 and 526 so roughly around four years. Usually router will last around five to seven years.
09:00
Speaker 1
Oh, okay. Oh, okay. Thank you. Uh-huh, bye.
10:00
Speaker 2
Feels good. Okay. Okay. Uhum. give me around five to ten minutes after the call, you should receive your e-mail address, your email, Laura, for your phone. All right then. Thank you for talking, uhm, for calling, Linksys. My name is Nathan and have a nice day ahead of you. Bye bye for now.
10:00