V2 Rubric Detail — 6b6ccf1a-7620-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:15
Duration
18m 52s
Contact
Bertrand Angrignon
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00135370
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 (8 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall10.7% (-11.3)

V2 Grader Summary

The agent offered only a generic factory‑reset instruction, did not perform any diagnostic steps, used no tools, and gave no follow‑up or escalation. The customer’s multilingual confusion was not addressed, resulting in no resolution and a high level of customer effort.

V1 Case Analysis

Customer unable to connect any device; EA8350 router; advised factory reset (30 s) but no verification; call ended without resolution.

Troubleshooting Steps
  • Requested router model number.
  • Informed the router is end‑of‑life / unsupported.
  • Advised a factory reset by holding the reset button for 30 seconds.
Key Observations
  • Agent did not follow the standard troubleshooting flow (no WAN check, no power‑cycle, no DHCP verification).
  • Incorrect factory‑reset instruction (KB specifies 10‑20 seconds, not 30 seconds).
  • Call ended without confirming whether the reset fixed the problem or offering escalation/replacement options.
Positive Highlights
  • Agent apologized for the limitation and used a polite tone.
Agent Errors / Gaps
  • Failed to collect confirmed model/serial number before providing guidance.
  • Provided inaccurate reset duration.
  • Did not verify the outcome of the suggested reset.
  • Prematurely ended the call stating the router is unsupported without offering proper escalation or self‑help resources.
  • Failed to confirm customer access to router or ability to perform reset (e.g., no reset button visible).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent states 'we can no longer assist you' and offers no resolution path beyond a factory reset, which the customer struggles to execute. Issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent only suggests a factory reset without asking diagnostic questions or checking the router’s status.
R3 Not Met Correct resolution path conf 92%
Agent treats the EOL router as a dead‑end and does not pursue best‑effort troubleshooting or verify warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No systematic symptom identification; agent does not ask about WAN lights, DHCP, or error messages.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never uses any tool (remote session, router UI, speed test) that would be appropriate for a connectivity issue.
T3 Partially Met No misinformation conf 88%
Agent correctly states the reset procedure (hold reset button 30 seconds) and notes the model is end‑of‑life.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gives a brief instruction but does not keep the conversation on track, repeats “we can no longer assist” without clear transition.
C2 Not Met Confirmed understanding conf 90%
Customer switches between English, French, and Spanish; agent continues only in English and does not simplify or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent ends the call after stating they cannot help further, offering no follow‑up or alternative assistance.
O2 Not Met Proactive follow-through conf 93%
No concrete next‑step timeline or callback was set; only a generic reset instruction was given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation was performed and, given the router is EOL, escalation was not clearly required.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologizes twice (“I do apologize”) but does not acknowledge the customer’s frustration or repeated attempts.
X2 Not Met Tone & rapport conf 90%
Agent does not adjust tone, pace, or language to match the multilingual, confused customer.
X3 Not Met Overall experience conf 92%
Call Transcript18 turns · 23 lines
Speaker 1
Yes, good morning. I have a connection problem with my Linksys router,
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more of your service op, 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. My name is Venn and I'll help you today.
00:00
Speaker 1
And I'd like to know if you can help. Well, I cannot connect anything on the on the network, so there is an error on my computer, with a IP number and another number and dynamic slash home. I suppose you don't know if you want to read that to you or you want to have the serial number or I'm sorry. My death. It's the 2350. Just just one moment. [silence]
01:00
Speaker 2
When you mention about a connection problem, what's the specific problem? Do you not con, uh, you're unable to go to the Wi-Fi or cannot go online? Mm-hmm. Mm-hmm. What's the model of your router as well? What's the model of your router? [silence]
01:00
Speaker 1
it? Giving to for what? For the model number? The number I'm giving to you is not the right number? Let me check it out. Okay. [silence] I'm not sure if it's the number you're looking for. 72 43, uh no sorry, 7249 6954. Well I have it here E.
02:00
Speaker 2
Was it EAA8350? Let me quickly double check everything.
04:00
Speaker 1
tout à fait
05:00
Speaker 2
So, a point about checking, a, APA. Yeah, and, with the current model that you have. I do have to set your expectations that the E8.35, uh, it has already been considered as an end of life, what and an end of, of support router. History that. cuz, what you're currently facing is, um, the unit cannot provide any internet. you might need to consider doing a complete factory reset and setup the router, so
05:00
Speaker 1
[silence]
06:00
Speaker 2
Sorry sir, you cut it a bit there. But yes, it just means that if you cannot recover the data or save the current status on your phone that any, anything that has been saved on your system. Yes, unfortunately it's no longer being supported. A factory reset. Yes.
06:00
Speaker 1
So doing that will do the factory reset. Okay. Okay. So the laptop going to have to recognize it another time. That's right. It took a while to react. Put on the battery reset. Go ahead. Go ahead. When you do a reset, the modem.
07:00
Speaker 2
The bare minimum requirement to a factory reset is you must have either a laptop or computer ready. And to factory reset your router, you need to hold the reset button for 30 seconds so that you can set it back up afterwards once it's done the factory reset. Yes. Just by holding the reset button for 30 seconds, it will perform a factory reset. [silence] You need the laptop to set it back up from start afterwards. [silence] Yes, that's correct.
07:00
Speaker 1
en deux boutons trop ne pas de bouton le reset non ça tu l'as il serait dedans et il y a pas de une relit can you tell me how to do a factory reset on their In Doesn't for the reset button in the back so I won't need and the blue button is is it the reset button or we got to put a little the red one all right can you wait I'll try to do it just in case just one moment I understand but maybe you can help just one moment.
08:00
Speaker 2
[silence] Once again, you just need to hold the reset button for 30 s on the router. I do apologize, but this is as far as we can try to guide you with since the router is no longer being supported. [silence] No, the red reset button. [silence] Go ahead, but we can no longer assist you. This is as far as we can try to assist you. We can no longer situate the unit since it is no longer being supported, so any inquiry regarding about the model, we do apologize, but we can no longer proceed further.
08:00
Speaker 1
[KEEP_UNCERTAIN] Il est en train de checker si le mot de passe fonctionne. Ah ok il va dire non. Ou bien c'est un mot de passe avec des caractères lui. Ouais. C'est moi, on va le laisser aller. Impossible de connecter. Fermé. Passe-moi la feuille. Il est parti lui? Le Moine qui parlait, je pense qu'il a accroché. Vas-y. You still there? [silence] Okay. We have a very, very complicated password to type. Yes, I understand that before buying another one, I want to check if it, this one is still working. Yes, I understand that. Yes, I understand that.
11:00
Speaker 2
Yes, I'm still here. [silence] I see. But once I have tried to, for the work, we can no longer assist you with the model since it's no longer being supported by Lynx. This is as far as we can try to take you in terms of making the router [silence] [silence]. but [silence] it's not guaranteed that it may work successfully since the unit no longer gets any kind of updates. [silence] Yes, we understand that you need to try and at least make the router work again, but we can no longer assist you with it.
12:00
Speaker 1
C majuscule. Add time. Add là, parce que là ici. Add tank, tu fais add carrot cue p... OK. Add. Une autre lettre, c'est quoi? N? N. N scuée. Une autre add? Oui. Monsieur? D majuscule. D. D. Attends. Encore. 3. 39 sur 3. Non, 2. 2589. C'est tout de suite là. OK. Ça. C'est le password là. Ça c'est password. Inviter à Ok. 2589. C'est tout? Oui. Il est pas écrit, hein? Mon pain ne marche pas. T'avais-tu gardé 30 secondes ton reset? As-tu fait le reset de ça ou de l'autre? J'ai fait un reset du modem de videOk. Mais pas du... Je savais même pas qu'il y avait un reset faisable dessus. Bien, on l'a fait. Impossible de connecter. Ok.
13:00
Speaker 2
All right if there's nothing else I'll once again you know thank you so much for calling links as well. Take care, and have a great day as well [ silence ]
14:00