V2 Rubric Detail — 65b127be-7f81-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 12:41
Duration
6m 47s
Contact
803-319-3489
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#EOS00137050
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall23.1% (-32.9)

V2 Grader Summary

The agent incorrectly claimed the WRT1200 AC is unsupported and refused to troubleshoot, offering only a post-call guide. While the initial assessment proposed an auto-zero for 'Avoidance/Evasion', this is a technical accuracy failure (T3) rather than a compliance-level evasion, as the agent did offer a guide. No other critical compliance failures were present.

V1 Case Analysis

Customer Matthew Brouwer (803-319-3489, mbrouwer2008@gmail.com) attempted to set up WRT1200AC (S/N: 16R20608605980) with Spectrum. Agent incorrectly stated the device is unsupported for phone assistance, provided no troubleshooting, and promised to email a setup guide. Issue not resolved.

Troubleshooting Steps
  • Collected serial number, model number, phone number, and email address.
Key Observations
  • Agent did not attempt any basic router-setup troubleshooting (e.g., confirming modem-router connection, checking WAN status, accessing http://192.168.1.1).
  • Agent incorrectly stated that the WRT1200AC is unsupported for phone assistance. According to the KB, the WRT1200AC is a supported WRT Series router with current firmware and setup guidance available.
  • The WRT1200AC supports standard ISP setups including Spectrum; it is not obsolete.
  • No verification was done to confirm the customer could access the router interface or that the modem was in bridge mode.
  • Agent provided only a self-help email without confirming the customer could follow it or offering to verify the result.
Positive Highlights
  • Collected essential customer information (model, serial, phone, email) accurately.
  • Maintained a polite and professional tone throughout the call.
  • Confirmed the customer's ISP (Spectrum) and that no ISP-side changes were needed.
Agent Errors / Gaps
  • Incorrectly claimed the WRT1200AC is a legacy device with no phone support, contradicting the KB.
  • Failed to perform any basic setup troubleshooting steps for a router configuration issue.
  • Did not verify WAN connectivity, router access, or ISP compatibility despite the customer's clear request for setup help.
  • Provided no actionable technical guidance beyond an email promise and upsell suggestion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the setup issue and declined to provide phone support, only offering to send a guide. Customer was left without functional configuration.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., checking modem mode, WAN connection, IP assignment); agent immediately cited legacy status without diagnosis.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified the WRT1200 AC as an older model but incorrectly claimed it is unsupported; KB resources exist for this device. However, agent attempted best-effort by offering a setup guide and did not outright dismiss the customer.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify specific symptoms or ask diagnostic questions (e.g., LED status, connection method, error messages) before concluding the device was unsupported.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., no attempt to guide customer to admin interface, no remote diagnostics), despite the issue being a basic setup scenario where such tools are appropriate.
T3 Not Met No misinformation conf 96%
Agent stated the WRT1200 AC is 'no longer supported' and that they 'cannot provide the assistance over the phone'. This is contradicted by the KB, which includes the WRT series in the ASR Normalization Reference and provides universal setup/troubleshooting guides (e.g., universal_web_browser_setup.md) applicable to these devices.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained minimal control of the call flow and confirmed details, but failed to set expectations or frame the interaction; communication was reactive and disjointed.
C2 Partially Met Confirmed understanding conf 92%
Agent used simple language and repeated information (e.g., email), but did not confirm customer understanding or adapt messaging to customer’s expressed confusion about router usability.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined ownership by stating they 'cannot provide assistance over the phone' and shifted responsibility to a post-call email, avoiding active resolution.
O2 Met Proactive follow-through conf 95%
Agent clearly committed to sending a guide 'right after this call' and verbally confirmed the customer's email address.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was a standard setup request.
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 93%
Agent was polite but gave no empathy for customer’s effort or frustration; did not acknowledge the inconvenience of using an older device.
X2 Partially Met Tone & rapport conf 92%
Agent responded to customer inputs and repeated key info, but did not adjust pace or check comprehension when customer questioned whether the router should still work.
X3 Not Met Overall experience conf 95%
Customer was forced to self-serve via a guide after calling support, increasing effort; agent could have provided real-time guidance using available KB resources.
Call Transcript12 turns · 13 lines
Speaker 1
Hey, good morning. I am trying to set up Internet at my house. I have like spectrum Internet and I have their router, but I own a Linksys router which I would like to set up instead of the one that spectrum provided me. And I'm I tried to plug it in and stuff. I, for some reason, I just can't get it. So hoping someone could kind of walk me through and help me troubleshoot. Yes, the serial number is one six R two zero six zero eight six zero five nine eight zero. [silence] Yes. [silence] Uh model number, I guess.
00:00
Speaker 2
no worries and Nicholas router please all nine eight zero okay one six are two zero six zero eight six zero five nine eight zero right okay um can you provide me the model number sir of the net thank you all
01:00
Speaker 1
It says, "Linksys" it says, "W-R-T, 1200 AC." Yes. Yeah, and could I repeat the serial number to you, just to make sure you have it right? One, six, R two. Did you get a two after the R? Oh. All right, then you probably got it right. Okay.
02:00
Speaker 2
WRT 1200 AC. okay. I'm still checking on the exact units here. Um, may I have your phone number just in case I get disconnected? Mm-hmm. Yes, yes, please. Thank you. Mm-hmm. Yes.
02:00
Speaker 1
803-319-3489 [silence] Sorry, could you repeat yourself? Oh, my full name is Matthew M-A-T-T H-E-W and then last name is Brouwer B-R-E-A-U-W-E-R My email is mbrouwer with the number 2008 at gmail.com
03:00
Speaker 2
[silence] your full name.
03:00
Speaker 1
spot? it's spectrum. and I did call spectrum to ask if there's anything that needs to happen on their and in order to switch my router and they said no. fine. OK. yes, please send me that.
04:00
Speaker 2
A [silence] a.com. [silence] Okay, and your internet provider, sir. [silence] Spectrum. [silence] Okay. [silence] I see. [silence] Okay. [silence] Um, um, [silence] Sir, [silence] I was [silence] able to confirm your device or your uh, Linksys router, sir. This is actually part of our legacy device, uh which means sir that this is no longer supported. And unfortunately, sir, I can no longer walk you through with the setup for this, but what I can do is send you the guide on how you can do it. How you can do the troubleshooting or how you can set this one up. Okay. [silence] I will send it to you
04:00
Speaker 1
Okay. Okay. Okay. Yeah, and could I just confirm? I – I still should be able to –
05:00
Speaker 2
. Yeah right after this call. I'll add to the guide and um sir the best thing that I can do sir, or that I can recommend, or that I can provide is recommend you a uh a new router that will best suit your Wi-Fi uh network. . Since this is, actually sir this is, since this is already part of our legacy device uh the firmware that is already in this device that uh this router you're using the last op the last one and this is still under Wi-Fi 5 so I will suggest for you to get a higher version or an upgraded version for you to have a better internet connection. Anyway sir I will send the guide to you right after this call okay?
05:00
Speaker 1
to use my router that I own, the Long this one, except you're just saying, you can't help me because you guys don't offer support for it anymore. But, but it should work, right? Okay. Yeah, okay. Sounds good. I'll try the guide. Yes, exactly. Thank you. Have a good day. You too. Bye.
06:00
Speaker 2
yes yes sir it still works it's just that we cannot um provide the assistance over the phone for this but I can send you the guide sir okay okay yes sir uh thank you so much for your time just wait for the email sir and again sir it's uh mbreeat 2008@gbell.com okay okay yes sir thank you so much for your time and have a good day please stay safe.
06:00