V2 Rubric Detail — 591ee520-6ff2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 17:30
Duration
8m 17s
Contact
Dennis Sanchez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134643
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall55.8% (-0.2)

V2 Grader Summary

The agent followed OOW policy correctly by offering a free guide and avoiding transfer, but failed to conduct meaningful troubleshooting such as guiding a direct modem test or power cycle sequence. Despite accurate technical knowledge, the lack of diagnostic progression left the issue unresolved, resulting in an Unresolved outcome.

V1 Case Analysis

MR50 router shows solid red after move; out‑of‑warranty. Agent offered email guide for reset/reconfiguration; no troubleshooting performed.

Troubleshooting Steps
  • Asked customer to verify modem connectivity by connecting a computer directly (not performed).
  • Suggested a factory reset and re‑configuration of the router.
Key Observations
  • Agent did not verify the result of the suggested reset before ending the call.
  • Agent quickly moved to a paid‑support offer without performing basic troubleshooting (e.g., power‑cycle, checking WAN status).
  • No case/ticket number was provided to the customer.
Positive Highlights
  • Collected essential customer information (name, email, phone, model, serial).
  • Offered a free self‑help guide rather than forcing paid support.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to perform or guide the customer through a power‑cycle/reset of the router on the call.
  • Did not confirm whether the router obtained a WAN IP after reset.
  • Did not give the customer a case number or reference for future follow‑up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered a guide and told the customer to contact Xfinity after a reset.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped essential troubleshooting: did not guide customer to test modem directly, verify WAN cable, or perform power cycle sequence; only suggested reset without steps.
R3 Met Correct resolution path conf 97%
Agent correctly identified device as out-of-warranty and offered both paid support and a free step-by-step guide per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified solid red LED and asked about ISP, but failed to logically isolate root cause (modem vs. router) with proper diagnostic steps.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent mentioned testing modem directly but did not guide customer through it; relied on verbal description instead of confirming via tool or test, which was necessary here.
T3 Met No misinformation conf 97%
All technical information provided (red light indicates problem, need to reset, OOW policy) was factually correct and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but did not set expectations for call flow, time, or structure; transitions were abrupt, especially when discussing paid service.
C2 Partially Met Confirmed understanding conf 88%
Language was clear but generic; no active adaptation to customer’s apparent confusion or frustration, nor comprehension checks after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and fulfilled commitment to email the guide.
O2 Met Proactive follow-through conf 95%
Clearly stated next steps: follow guide, then contact Xfinity if still no connection; no false promises or unrealistic timelines.
O3 Met Closure confirmation conf 96%
Collected all necessary info (model, serial, contact) once and used it throughout; no redundant questions asked.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given OOW status and non-defective device indication.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite but showed minimal empathy; did not acknowledge customer’s effort in moving equipment or express understanding of frustration.
X2 Partially Met Tone & rapport conf 86%
Used a standard script tone without adjusting pace or warmth; customer had to prompt for action, indicating disengagement risk.
X3 Met Overall experience conf 94%
Avoided repetition of information, consolidated solution into one email guide, and minimized steps for the customer.
Call Transcript16 turns · 17 lines
Speaker 1
Hey, I'm having issues with my router. It was working fine, and then I went to move it, so I unplugged it from the, or I unplugged the Surge Protector,
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. Please have your devices 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, thanks for calling ISIS. This is G, I can help you today.
00:00
Speaker 1
It was housing both the modem and router, and when I went to go plug it back in, the router will not reconnect. Of course. Give me one second. It's going to be MR50. Yep. Perfect. It's going to be 454910M28D03253.
01:00
Speaker 2
I see what is the model number sure of your laces sir okay and may I also have the serial numbers here please okay let me just check on the exact huh
01:00
Speaker 1
no problem it's going to be Xfinity so Comcast no no I purchased everything yes yes I have I have a modem that I purchased oh I'm not sure maybe one or two years ago [silence]
02:00
Speaker 2
From unit, sir? Okay, just give me a couple of seconds. Who is your internet provider, sir? Xfinity. So, I believe sir, Xfinity, they have modem and router combination of a device. Do you have a wi-fi, sir, from the Xfinity alone? No. Oh, I see. So, you only have a modem. Okay, got it Thank you. Um may I just ask, when did you purchase this device, sir? Okay. [silence] [silence]
02:00
Speaker 1
Okay. Yes, it's going to be 202 280-5126. It's going to be Dennis Sanchez. It's going to be Dennis . Roberto . Sanchez@ Gmail.com.
03:00
Speaker 2
Yeah, it shows here that, uh you have this since 2024. Okay. Anyway, sir, uh I'll just need to create a ticket for you here before I inform you about this. So, may I have your phone number in case we get disconnected? 664-26. 26. How about your first and last name, sir? Uh-huh. Okay, and your email address. Sure. Gmail.com
03:00
Speaker 1
Yes. All's good. Yeah. I did move it. Uh, all lights are solid on my modem. Oh. I don't have a computer. Could be that my computer might not be working.
04:00
Speaker 2
well, did you try checking on the modem sir, if that was still getting internet connection? since you mentioned that you move these nodes uh, this, uh, device and the, the modem. all lights are solid. okay, and um, how about trying to connect sure a computer straight to the mode, uh, to the modem? just to confirm sir, if the there's still internet connection from the main source? have you tried? okay. What is the light on the top sure, of the device of the, uh, the link is yes.
04:00
Speaker 1
the top? It's uh red. Uh solid red. Uh okay. Uh do I continue? [silence]
05:00
Speaker 2
Yes, on the part, the top front part. Solid red or flashing red, sir? Solid red. OK. Sir, I believe what you need to do with this device is to reset it reconfigure it back so that it will connect back to your uplink, to your modem. Since this was disconnected, they might have totally lost its connection to the device or the domain source. Yes, a reset reconfigure will help. Yes, sir. And sir, unfortunately, since this is already an out of warranty device, we can no longer provide free assistance for, uh, for this. But then, I could offer you options for, uh, for us to proceed with the troubleshooting, or, if you want,
05:00
Speaker 1
I'll take any thing that can help me use my Wi-Fi again. [silence] Uh, I just possible to help me troubleshoot it right now, or just tell me how to reset it? [silence] I It's
06:00
Speaker 2
I can also send you the full step by step guide on how you can do the reset and reconfigure things. Um sir, yes, as I've mentioned, sir, since this is already an out of warranty device, uh the paid service, sir, is worth $15.00 for an hour of troubleshooting. So that will be over the phone, uh right now. And um just to let you know, sir, that the $15.00, sir, is non refundable and also not applicable for replacement in the case that the router is defective. I believe that, uh it's not defective yet. Anyways, sir, for the other option, which is the uh free guide, that will be a step by step guide, sir, that will be sent to your email.
06:00
Speaker 1
All right, then I'll take, I'll try the free one, I guess. Okay. Thank you. [silence]
07:00
Speaker 2
And that's for free and that will be sent to your email. Okay. Anyways sir, just in case you won't be able to um you were able to follow that guide sir, and uh you are still not getting internet connection. Right after you reset and reconfigure the router, please get in touch with Exfinity, ask them sir to check the modem, because we cannot guarantee sir that even if the lights are all on, it's not a guarantee that the modem is working. Okay. Anyways, you can call us back sir if you need further assistance uh we are open until 11 p.m. You're welcome sir. And just provide your reference number for follow up, sir. Your phone number or your email address, sir. Okay. Have a good day, sir. Please stay safe. And I just sent to you the guide, sir. You're welcome, sir. Have a good day.
07:00