V2 Rubric Detail — 5450f8e8-7976-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:07
Duration
6m 54s
Contact
No Name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136061
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall27.3% (-8.7)

V2 Grader Summary

Agent provided only generic product-age information and did not perform troubleshooting, tool use, or ownership of the no-internet problem. Customer was redirected to call back with son, leaving issue unresolved and requiring additional effort. No technical inaccuracies were found in lifespan statement, but no meaningful progress was made toward resolution.

V1 Case Analysis

Customer reported router failure and provided serial number only. Agent did not identify model, check warranty, or attempt troubleshooting. Advised customer to have son call back. No case created.

Troubleshooting Steps
  • Provided generic information about typical router lifespan and release year.
Key Observations
  • Agent failed to obtain the router model number despite having the serial number — a critical protocol miss.
  • No warranty status was checked or discussed, and no case was created.
  • No troubleshooting steps were performed for a non-working router, violating standard support process.
  • Agent defaulted to a callback suggestion without offering any self-help resources or immediate diagnostics.
  • Call ended without a clear operational closure path, amounting to abandonment.
Positive Highlights
  • Agent was polite and used a friendly tone.
  • Provided a reasonable estimate of router lifespan based on release year.
  • Confirmed support hours when asked by the customer.
Agent Errors / Gaps
  • Failed to collect or confirm the router model number despite having the serial number — a fundamental protocol failure.
  • Did not verify warranty eligibility or perform a warranty lookup.
  • Did not create a case or document the interaction in the system.
  • Provided no concrete troubleshooting steps for a non-working router.
  • Abandoned the support path by deferring to a third party without providing any immediate assistance or self-help options.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the lack-of-internet issue nor confirmed router status; customer was told to have son call back.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps performed – no questions about lights, cables, reboot, or firmware despite customer reporting no internet for two days.
R3 Not Met Correct resolution path conf 92%
Agent gave generic lifespan answer and suggested future callback instead of determining warranty, model, or appropriate next-step path for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify specific symptoms, ask diagnostic questions, or narrow down root cause; relied on customer's verbal description only.
T2 Not Met Appropriate tools / resources used conf 90%
Serial number provided but agent did not use it to look up model/firmware status; no tools (admin UI, remote session) attempted despite available data.
T3 Met No misinformation conf 96%
Agent correctly stated router released in 2019 and typical lifespan 5-10 years; factually accurate per general product guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent opened call and asked for info but conversation drifted to hours of operation without regaining focus or managing transition clearly.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and apologized but did not adapt to customer's nervousness nor confirm understanding of serial number.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent handed case to customer's son without attempting resolution, showing lack of ownership.
O2 Met Proactive follow-through conf 90%
Agent gave concrete next step (son should call back) and provided support window (up to 11:00 a.m. EST).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted; customer requested deferral to another caller, not escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered apologies and polite closing but showed limited empathy for customer's nervousness and frustration.
X2 Partially Met Tone & rapport conf 84%
Agent remained calm but did not noticeably match customer's anxious tone or repeat information for clarification.
X3 Not Met Overall experience conf 90%
Customer asked to repeat serial number then told to call back, adding unnecessary steps and effort.
Call Transcript9 turns · 9 lines
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[silence] Hi, hello. Hello. Yeah. I didn't know if you could hear me. So, can you just tell me if I give you the serial number of my, is it is it called a router? I don't see it. I don't see a model on the back here. I just see the serial number, but I want to know is what the kind of like the life expectancy of it is because I, it went out on me and I can't get it.
03:00
Speaker 2
Thank you for calling link service. My name is Jared you can hold. Yes, hello. Yes, can you hear me? Okay. Sure, if you can give me the model and the serial number, I probably can. Yes, what is that?
03:00
Speaker 1
And I don't know what to do. So, can I give you the serial number you can tell me if it's, you know, too old and I should get another one? Okay. It's 30 N10 M2. A2. 4052.
04:00
Speaker 2
sure um sure maybe we can try getting the model number from that serial number yeah what's the serial number right
04:00
Speaker 1
[KEEP_UNCERTAIN] You know, I don't know if I can do that. Um, but, I'm sorry. I don't think I can do all that cuz I get too nervous. But I want a son, my son's gonna come up here in a couple are you guys what, what time do you close? Are you open like 24 hours or not? For the troubleshooting thing. [silence] You know, I don't know if I can do that. [silence] Um, but, I'm sorry. I don't think I can do all that cuz I get too nervous. But I want a son. My son's gonna come up here in a couple are you guys what, what time do you close? Are you open like 24 hours or not? For the troubleshooting thing.
05:00
Speaker 2
Okay, so if you want to know the official release date of this one, just so you know the spiner of the routers, this was released 2019, and router usually it lasts five, six, seven, sometimes 10 years, depending on the technology, but but yeah, if you want to do troubleshooting with regards to your problem, no internet connection, we can troubleshoot this, is still, um, probably going to work. I'm sorry, sorry. We're not
05:00
Speaker 1
Oh okay okay I'll tell you what I'm going to have my son call back and then maybe you can talk to him and he he's more capable of doing it than I am. So I don't I think it should be okay if you can just if he calls back and you can just kind of work him through it and tell him how to get it going. So because it hasn't been going for two days. So. uh well okay that's that's. Excuse me. H no go ahead Yes. Okay thank you so much. I'll do that. Thanks. Thanks for your help. Thank you. You too. Uh bye. [silence]
06:00
Speaker 2
unfortunately, we're not open 24 hours, but we up to 11:00 a.m. Eastern Standard Time. For sure, for sure. But once you sorry, I was just about to say that, once your sign arrive there, just give us call back, we can help with this, okay? We'll, we'll help you with this. Thank you. Hopefully have a good one. Very welcome. Bye-bye. [music] [silence] [music]
06:00