V2 Rubric Detail — 5cfbb782-7f87-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 13:24
Duration
10m 1s
Contact
608-295-3894
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#EOS00137059
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-47.7)

V2 Grader Summary

The agent failed to perform any technical diagnostics, skipped essential steps like the direct modem test and local interface check, and refused support based on EOL status, contradicting the rubric's OOW standard. No ownership, empathy, or meaningful troubleshooting was demonstrated, leaving the issue unresolved.

V1 Case Analysis

Customer unable to get internet after new modem; router model E1200 out of warranty and end-of-life; advised that device is unsupported and offered KB articles via email; recommended upgrade.

Troubleshooting Steps
  • Collected serial and model numbers
  • Performed warranty/status lookup in internal system
Key Observations
  • Agent did not follow the basic ISP/modem diagnostics (direct modem test, power cycle) before concluding the router was at fault.
  • No attempt was made to verify WAN status or reboot the router/modem.
  • Call contained long silences and minimal empathy toward the customer's frustration.
Positive Highlights
  • Collected required customer information (name, phone, email, serial, model).
  • Provided clear warranty and end-of-support status.
  • Offered to send helpful KB articles and suggested a hardware upgrade.
Agent Errors / Gaps
  • Failed to perform Step 1 of universal ISP/modem diagnostics (direct modem test).
  • Did not instruct the customer to power-cycle the modem and router.
  • Did not check the router’s WAN status or attempt a basic reboot/reset.
  • Minimal acknowledgment of the customer's frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated they can no longer provide support due to EOL status and only offered to send articles or suggest buying a new router; no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed; agent only collected personal info and declared the device unsupported.
R3 Not Met Correct resolution path conf 97%
Agent dismissed support due to EOL status without attempting best-effort troubleshooting (e.g., power cycle, WAN test, firmware check) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify specific symptoms or ask targeted diagnostic questions beyond confirming no internet; no root cause analysis attempted.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools or diagnostic resources despite clear need for direct modem test and router interface check per KB.
T3 Not Met No misinformation conf 96%
Agent claimed they 'can no longer provide any support' because the device is end-of-life, contradicting the rubric's mandate for best-effort OOW troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent framed the call and gathered info but lost control by not guiding toward any resolution path and ended without clear closure.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not adapt to customer’s apparent frustration or check understanding; communication remained transactional.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—closed with suggestion to buy new hardware instead of offering actionable support steps or follow-up.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given; vague offer to 'send articles' lacked ownership, timeline, or commitment to follow through.
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—issue was within scope for L1, though mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy expressed for customer’s situation (new modem, legacy router failure); agent remained neutral and detached.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pacing to customer’s emotional state; interaction felt robotic and disengaged.
X3 Not Met Overall experience conf 96%
Placed full burden on customer to either troubleshoot alone or purchase new equipment without reducing effort via agent-led diagnostics.
Call Transcript17 turns · 18 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.
00:00
Speaker 1
I'm having problems with our router and I checked you called we started out with the cable company they said they think it's a router problem and gave us the phone number for for you guys.
01:00
Speaker 2
uhm hi thank you for calling sis my name is Clark how can I help you? mhm all right sir can you tell me what are the problems you're experiencing
01:00
Speaker 1
Pardon me. So, we can't connect to the Internet? Correct. It was working fine yesterday. So, what had happened is, about a week ago, the power supply that goes to our modem, the cable that you plug into the wall. That went bad. So, they told me to bring the modem and the power supply in and exchange them. So, I did that. And now with the new modem, which I did yesterday, it seems like it's not connecting to the router.
02:00
Speaker 2
Can you tell me more information regarding the issue that you're experiencing right now? I see, so no internet connection at all. Is that correct? Okay. Is this working fine before or between the day?
02:00
Speaker 1
correct yes yes oh Gary Sarrough My last name is S
03:00
Speaker 2
I have a new modem from your internet service provider right now is that correct? I Is it already installed and being activated? Okay. All right, thank you so much for that. So, um, technically, since you're you have like a new modem, so probably um, the router is not recognizing the new modem at all, the reason why it's not detecting any internet connection. So, we'll try to do some troubleshooting right now in order for the router to um, gain connection to your new modem. So, in order for me to further assist you, regarding on that, uh I need to gather some information first, in order for me to create a ticket, under system. Will that be okay? All right. Can I have your first and last name? Um, it would be okay, sir, if you're going to spell your last name?
03:00
Speaker 1
Correct. That's correct. Okay. Email address is g SARON@charter.net.
04:00
Speaker 2
All right, thank you so much for um confirming that. Can you also confirm your phone number showing our system 6-0-8-295-3894 correct? Okay. In case our call gets disconnected, I'll be using this phone number so that I can give you a call back right away. All right. Can I have also your email address. Uh-huh. Okay. All right, since I already have your personal information, then I'll be asking for more information of your link this route there. Can I have the serial and the model number of that one, please?
04:00
Speaker 1
The serial number is 108 10f C 151 F 1731. uh would that be the Linksys E 1200? E 1200. Yes. Correct. Oh I would say years. I don't know exactly.
05:00
Speaker 2
Alright, and what is the model number of this one, sir? Well, it's E1200. Alright. Alright, thank you so much for that. And then, I believe your internet service provider, sir, is Spectrum. Is that correct? Okay. And may I ask, um, may I know how long have you been using this Linksys router, by the way?
05:00
Speaker 1
[(silence) ( only: not understandable) need to what okay [(silence) It's not it's not ( only: not understandable) It's not it's not It's not Publicly um clerk and recording recording clerk, for recording is recording (silence)]
06:00
Speaker 2
okay, correct, I see, sir. Thank you so much for that. Uh let me just verify some information regarding on your linksister, out there, sir. I need to um check just give me a minute or two then, okay? I I need to verify some information first, especially on the links of whether that you have, just give me a minute, okay? [silence] All right. Um, thank you so much for patiently waiting on the other line sir. So upon verifying um, the information on your links router using the serial number that you just provided to me which uh, it shows in our system that the hardware warranty of the device has already expired last September 29 of 2012. And aside from that based on our links website, um, the device is already part of our end of life and end of support, uh, last August 9 of 2025. So that means we can no longer provide any support regarding on this links router. It's already a part of our end of support
06:00
Speaker 1
Okay. So this router would have came from Spectrum, correct?
08:00
Speaker 2
do support devices um what we can only provide is we can send you some articles that you can try to troubleshoot on your end um or the recommendation that we can provide is you can also upgrade your router to a newer one since this model is one of our legacy router that we have before so we'll no sorry if these router probably purchased this one or this router was purchased way back before since based on our information this device probably purchased around 2011 since the warranty expired year 2012 since it had only like a one-year hardware warranty
08:00
Speaker 1
All right. So, okay. Okay, thank you for your help. Bye. [silence]
09:00
Speaker 2
[ silence ] Uh-huh. Uh-huh. go ahead. Uh-huh. You can actually do that one, sure. Um, since this router is an older model and probably the modem that you have is a newer one and probably that's also one of the reason why um, it's not getting any internet connection. But we, we can also provide you some articles or links um, via an email, sir, that you can try to do uh, some troubleshooting on your end. But if those articles won't help or won't work, then uh, you decide to uh, purchase like a new one. All right? Thank you so much. Um, thank you for calling Linxis. This is Clark. Have a good one. Take care and goodbye. Bye-bye, sir.
09:00