V2 Rubric Detail — 57ea9e92-6e49-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 14:47
Duration
23m 47s
Contact
Richard Moirse
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134231
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (C) — agent told the customer 'you are on your own,' dismissed their concern, and provided no meaningful support, demonstrating a critical failure in customer experience.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to conduct proper diagnostics, incorrectly declared a hardware defect, and dismissed the customer by suggesting they purchase a new router on Amazon. No troubleshooting beyond a single reset was performed, warranty status was not verified, and no escalation was made despite potential hardware failure. The interaction ended with discourtesy and no resolution, warranting an auto-zero for Discourtesy (C).

V1 Case Analysis

Customer reports no internet connectivity and cannot see the default Linksys Wi‑Fi SSID after a reset. Agent performed a reset, claimed the device is defective/out‑of‑warranty, and suggested purchasing a new router. No resolution achieved.

Troubleshooting Steps
  • Reset button held 15‑30 seconds
  • Viewed available Wi‑Fi networks on computer
Key Observations
  • Agent never collected a clear model number or serial number despite multiple prompts.
  • No standard troubleshooting flow was followed (modem check, WAN LED status, cable verification, DHCP test).
  • Agent made an unsupported claim that the device is defective and out of warranty without verification.
  • Communication was fragmented, with long silences and repeated unclear prompts.
  • Customer was left without a viable solution or a proper escalation path.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to obtain product model/serial number and warranty status.
  • Did not follow Linksys troubleshooting protocol for no‑internet issues.
  • Provided inaccurate information about warranty and replacement eligibility.
  • Suggested purchasing a new router without confirming defect or eligibility for repair.
  • Poor call control; excessive silences and unclear instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared a defect and told the customer to buy a new router on Amazon, offering no resolution, RMA, or valid escalation path.
R2 Not Met Diagnostic thoroughness conf 96%
Only one reset was attempted; no checks of WAN connectivity, admin interface, or cable integrity were performed despite ongoing connectivity failure.
R3 Not Met Correct resolution path conf 95%
Agent assumed device was out-of-warranty and not replaceable without verifying warranty status or ISP-provisioned rules, then immediately suggested purchasing a new router.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked for provider, serial number, and light status, but failed to follow a logical diagnostic sequence or identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no access to router admin page, no speed test at modem, no remote session — despite clear need to verify router state.
T3 Not Met No misinformation conf 97%
Agent incorrectly concluded hardware defect without evidence and falsely stated no replacement possible, contradicting KB policies on warranty and ISP devices.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure; agent used long silences, gave no expectations, and failed to maintain control or guide the interaction.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing phrasing (e.g., 'Lindsay’s name') and did not adapt to customer confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated responsibility by saying 'you are on your own' and suggesting third-party purchase instead of resolving the issue.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; only vague suggestion to 'upgrade' with no guidance, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
No evidence of prior contact or case history; customer mentioned previous call but no documented continuity was used.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent identified possible hardware defect but failed to escalate; instead closed case with invalid advice to buy new device.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was documented, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent was dismissive ('you are on your own'), showed no empathy, and responded to customer frustration with unprofessionalism.
X2 Not Met Tone & rapport conf 95%
Agent maintained a disengaged tone, used confusing language, and did not adjust to customer’s repeated confusion or emotional state.
X3 Not Met Overall experience conf 94%
Customer repeated information; agent added effort by failing to use available diagnostics and leaving customer to self-resolve.
Call Transcript37 turns · 40 lines
Speaker 1
yeah i have uh no uh i'm offline excuse me who it is who is my internet provider accent
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, depending on your issue. 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, linksys. This is Sita. I'm going to help you today. [silence] no internet connection, sir. May I know who's your internet provider, sir?
00:00
Speaker 1
Axium. I checked, I checked with them, I checked with them and they said everything's all right. You know, as far as their their stuff goes, they said to check with you people. Serial number is 30N- and is in new 10M- is in make 28D as in dog 07686. Okay.
01:00
Speaker 2
Yes, yes. Excellent. Okay. I see. Got it, sir. Apologies for the inconvenience. Anyway, sir, may I have the serial number of your latest device, please? [silence] Got it, sir. Let me just check on the executive first, okay? Thank you, sir. [silence]
01:00
Speaker 1
What was? I'm calling from the. USA. Who is my provider? It's a links, L I N K S Y S. Oh my,
02:00
Speaker 2
Silence, silence, silence, silence, okay, silence, silence, okay, silence silence, silence, silence, silence, okay, silence, mhm. I know, sir, what I mean is your modem sir, is it the brand, is it exxon? SilenSilence Silence, yes, that's your router, sir, your modem, sir. The
02:00
Speaker 1
Yeah. You want it, the name of that? [silence] Uh, yeah, wait a minute, I gotta get a flashlight, yeah, the, the name of it is a D T R A N. [silence] Yeah. [silence] There's a, there is a yellow, yellow light, green light whatever color you wanna call it.
03:00
Speaker 2
The device file. your provider. Yeah, just the, just the model. Sure. active one. Okay. Is there any light indicator on your router? Like at the back parts or the front, the back
03:00
Speaker 1
correct, yes. That's a that's a length one you talk about, right? Yes, it is yeah. Yeah, it's on the back. Yeah. It's uh yellow green, whatever color. What have I done? Ah. I uh I called uh my uh cable net provider, which is Axiom, and they said everything's alright. And I called you people before. And freaked around a little bit. And we thought it still might be the from the cable company, the Axiom. So I called them back and they checked everything again. They said no, everything's alright to call you people again. So that's what I've done.
04:00
Speaker 2
at the back of the device right yes yes okay yes sure so that's that's actually the port light sure anyways what troubleshooting steps have you done so far so far sir yes um reset reboot power cycle
04:00
Speaker 1
207-443-6023, Richard? Yes. Yeah, I called earlier, yes. A few people talk to you.
05:00
Speaker 2
I'm sorry, sir. You just called today, sir. And you have failed. Yes, sir. And you have failed to... [silence] Okay, got it. Got it. Got your record here, sir. [silence] [silence]
05:00
Speaker 1
and I did what? yes it's yes yes yes I did uh I did have the paid service yes yeah yes Yes, yes, I do have a computer. Yes.
06:00
Speaker 2
You have a computer. Okay. Okay. And you... Yes, you've... You say that you've uhm reset the device uhm and, okay, you did run the setup. Is your computer able to connect to the linksysname, sir?
06:00
Speaker 1
I know I don't think so. I don't know really, to be honest with you. Okay. Now how do I get uh, that? I'm not sure how to do that. Hmm, to type it in? Uh, yeah, I got I got Wi-Fi up here now. Uh, network and internet Wi-Fi. Okay, the Wi-Fi is on. Now, what do you want? The available network.
07:00
Speaker 2
okay okay yes that's okay sure uh how about this yeah it seems that you still have a remaining time sir for the troubleshooting so we will proceed with that sir anyways uh on your computer sir if you can go to the settings uh do you see this Wi-Fi? uh yes sir okay can you confirm sir is it connected to this network name? yes yes yes yes yes yes yes yes u h u h yes yes
07:00
Speaker 1
works only one it shows is I'm from Aroustick in Maine. All right. And it shows the Aroustick town office is the only only one. Yeah. There's only one on here want me to press the reset button and hold it? Ah I think it was 15 seconds. Yeah. Yeah. Hold it. 15 seconds. 30. Okay. Yeah, sure. Just a minute. it'll be a little bit. So before I get back to you. [silence]
08:00
Speaker 2
(Soft music) yes. yes, sir. (Soft music) that's the only Wi-Fi name. okay. okay. how long did you press the reset button, sir? earlier sir, before. no, sir. with the previous technician, how long did you press the reset button? 15 seconds. okay. can we do it again, sir? make sure to press the red button. press and hold it for 30 seconds. 15, sir. 30. three zero, sir.
08:00
Speaker 1
Okay, I did that. Okay. [silence]
10:00
Speaker 2
M. Yes, sir. Okay. So, let's now text her. If we can see the length, his, uh, name, it's tomorrow. But at some point right now, he's, not, [silence]
10:00
Speaker 1
The link's name, there's the Russell Town Office. There's LWL, E-L-W-E-L-L, and there's Netgear 20. Uh huh. No. At the top, it says Wi-Fi and that's on, like I say, and it shows available networks: you've got Russell Town Hall, LL L and Netgear. What? Something else just happened here. Okay. It's got Hotspot F A 8 5.
11:00
Speaker 2
yes go to the settings of your computer check on available network or other network okay still no Lindsay's name [silence] no Lindsay's name there is still no Lindsay's name sir [silence]
11:00
Speaker 1
that just popped up. Uh. Well, down below that it's got, uh, manage known networks, edit, remove and edit networks. Well, Huh, it took off a couple of them. I was gonna two on now hotspot 85 and l well e l we L L Okay, now it's down to one, a Russian town office. That's what town office is down to, just that one. [silence] So what's it doing, anything or not the? Do what now? Settings of what? Network and internet, settings, you mean? Okay. Okay. It says network and internet, not connected, you aren't connected to any networks. And the uh Wi-Fi is on.
12:00
Speaker 2
What are you doing? I don't know me. Last time. Yes, yesterday. It will be blue check. Anyways, let's let's now try sure the if the name is showing up. Yes, go to the settings of your phone sure. I'm sorry, your computer rather. Yes, yes.
15:00
Speaker 1
and there's a bunch of other stuff down below Mobile Hotspot is off the airplane mode is off uh VPN I don't know you'd have to click that on and the Ethernet is it that that uh you'd have to click that on too I guess the Wi-Fi the the Wi-Fi is on according to this it's lit up But it but it also says you aren't connected to any in the networks Uh oh.
16:00
Speaker 2
Okay. So let me just check on this one. Mm-hmm. I see. Okay. It seems that there's already a defect on this device, sir. Anyways, after we set the light on, I'm sorry, through reset, their default WI, WIFI name should show up on this, on the list of available [silence]
16:00
Speaker 1
Right. Like I say, anyone let up is is uh Wi-Fi and I and I told you the other one that's showing right now is uh F and that VPN mobile Hotspot and airplane mode. That's it. Oh, wait a minute. Wait a minute. There's proxy dial up and net advanced network and that's the end of them. [silence]
17:00
Speaker 2
It can have to draw what. But right now you mentioned that there is none, right? Mm-hmm [silence]
17:00
Speaker 1
So, it's doing what, nothing? Hmm. So what do we do now? Okay. Sure. Sure. Really? Well, which one is showing up? What's showing up?
18:00
Speaker 2
Yes, sir Okay, just give me a minute, sir. OK, I just need to check on some other troubleshooting sir you did with the previous deck. Mm-hmm. Yes a confirmation sir, the default name is not showing up right? Yeah, only the other wi-fi networks are showing up. The default name sir, Links. is
18:00
Speaker 1
Well, I got a Lynch box here, so. I don't know. I don't know nothing about it, especially. I don't have nothing else. All I got is this computer and the TV hooked to it.
19:00
Speaker 2
That's the thing, so it is right here. [silence] Can you try to check it in other devices here like your phone? Like other like iPad [silence]Mhm... [silence]
19:00
Speaker 1
To what can be done? I mean, aren't you jerking? Huh.
20:00
Speaker 2
[silence] Okay, so based on what we have, uh, troll shooter, what we have done, and the previous texture also did a reset uh on the device and it shows that this is not responding to that, the reset, or uh, to that.
20:00
Speaker 1
Thank you. [silence] Thank you.
21:00
Speaker 2
For out of warranty devices, sir, and for, um, for devices, sir, that is no longer working. Unfortunately, we can no longer replace it or return your money, sir, for this since this is a paid service. But the best suggestion, sir, because you mentioned that your reset is done and we also did a reset and checked, and the default name is showing up, and it is right now. Uh, I will suggest, sir, for you to do an upgrade inside on your router. Unfortunately, sir, I don't have any visibility with prices right now, but you can try checking it on Amazon, Amazon.
22:00
Speaker 1
You gotta be kidding me. Ha ha ha. so uh I'm on my own then huh okay yeah okay thank you you too yeah bye
23:00