V2 Rubric Detail — 6c1e1bcc-6111-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:04
Duration
22m 50s
Contact
Peter Debris
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132448
Support Country
Other / Unmapped
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 (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall17.6% (-22.4)

V2 Grader Summary

The agent performed minimal troubleshooting but failed to resolve the SSID and rebooting issue, skipped standard diagnostic steps, and offered no valid resolution path. Despite partial ownership, the lack of escalation, follow-up, and customer-centric communication resulted in an ownership gap.

V1 Case Analysis

EA9500 router not broadcasting SSID and continuously rebooting; attempted hard reset (30 s, incorrect per KB), wired IP check, requested screenshots via email. Suggested firmware upgrade without verification. No serial, warranty, or case data collected. No escalation path offered.

Troubleshooting Steps
  • Instructed a hard reset (30 s, incorrect duration per KB)
  • Advised connecting laptop directly via Ethernet to check IP settings
  • Requested screenshots of network adapter settings to be emailed for analysis
Key Observations
  • Agent never confirmed the router model (customer said 'AI 9500', agent did not correct to EA9500).
  • Reset duration given (30 s) contradicts KB (10 s) for EA9500.
  • Extended silence (e.g., [16:00] 1-minute music loop) with no explanation.
  • Agent misspelled email address multiple times (e.g., 'PLD VR at K for kite... F O O N'), causing customer confusion.
  • No warranty, serial, or case number collected despite hardware-fault indicators.
  • No escalation or replacement path offered after diagnosing possible hardware failure.
Positive Highlights
  • Agent correctly identified that persistent rebooting and non-broadcasting SSID may indicate a hardware fault.
  • Agent attempted to obtain diagnostic screenshots from the customer to assess network configuration.
Agent Errors / Gaps
  • Incorrect hard-reset time (30 s instead of 10 s per KB for EA9500).
  • Failed to correct or confirm product model (EA9500 vs. AI 9500).
  • Failed to collect essential product information (serial, warranty, case number).
  • Provided no concrete next-step verification after suggesting firmware upgrade.
  • Misspelled and miscommunicated email address multiple times, causing customer confusion.
  • Allowed extended silence without explanation or hold context.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concludes with 'consider to do an upgrade' without resolving the issue or confirming a hardware fault; no resolution, RMA, or valid escalation provided.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent attempted a hard reset and direct Ethernet connection, but skipped foundational steps like power cycling the router properly, checking WAN status, or accessing the admin interface to verify settings.
R3 Not Met Correct resolution path conf 95%
Agent suggests upgrading the device without determining warranty status, offering an RMA, or confirming a hardware fault; fails to provide best-effort troubleshooting for an older, possibly out-of-warranty device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies symptoms (SSID not broadcasting, constant restarts) and attempts a reset, but does not ask diagnostic questions about recent changes, firmware updates, or modem status to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 97%
No use of real-time diagnostic tools (e.g., remote access, admin login, log review); reliance on email for screenshots is not a supported troubleshooting tool and adds customer effort.
T3 Partially Met No misinformation conf 92%
Instructions like accessing the web interface without internet are correct, but recommending a 30-second reset (vs. standard 10–20 sec) and mishandling the email address (verbal confusion, corrections) show technical inaccuracy.
Communication
C1 Not Met Clear & professional language conf 96%
Long unexplained silences, abrupt transitions (e.g., 'consider to do an upgrade'), and lack of agenda setting demonstrate poor call control and disorganization.
C2 Not Met Confirmed understanding conf 95%
Agent uses terms like 'SSID', 'IPv4', and 'web interface' without checking understanding; customer repeatedly expresses confusion but receives no simplified explanation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stays on the call and attempts steps but fails to follow through on reviewing screenshots or taking ownership of a potential hardware failure; no commitment to escalate or resolve.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timelines; the only action is a vague email request and suggestion to 'consider an upgrade' with no follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
A device exhibiting continuous rebooting and no SSID broadcast may indicate a hardware fault, which in-warranty should trigger an RMA; agent fails to assess warranty or escalate appropriately.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown; only one 'I'm sorry' and no acknowledgment of customer frustration over a non-functional router they inherited and cannot use.
X2 Not Met Tone & rapport conf 95%
Agent maintains a rigid, technical pace despite customer confusion and repeated 'nothing happened' statements; does not adapt tone or simplify language.
X3 Not Met Overall experience conf 96%
Requesting screenshots via email creates unnecessary customer effort; agent could have guided IP check verbally or suggested simpler diagnostics.
Call Transcript38 turns · 42 lines
Speaker 1
This is lenksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lenksys specialist. Hi, this is Regina. Yes, hi, this is Regina from linksys technical support. I'm talking with Peter DeBris. So the the router is plugged directly to the wall outlet and then the SSID is no longer broadcasting.
00:00
Speaker 2
Peter. Yeah. Yeah. Hello. Yeah. Yeah. Correct. I'm I'm sitting with my laptop and the Wi-Fi and the and the E AI 9500 but I tried to connect but really nothing happened on still. And also it can find no it cannot find the link is still five four five two. So there is really nothing that the router is doing really nothing. Yeah.
00:00
Speaker 1
Okay, gently wired. So the router keeps on restarting. Okay. Can you please? Okay, let's proceed to hard reset the router. And if this is it's still longer, we're testing. So we
01:00
Speaker 2
connected. is connected. connected to the Delta and my laptop is next to it and I searched for a Wi-Fi connection with the router but it's, it's gone. It's completely disappeared. and the router is restarting. Sorry yes, it's continue to restart. Then it's switch on. And then you, the, the, the, E9500 has also on the front, um, some stripes and some blue stripes. This is, this is mini, mini, um, uh, indication and that's running during the startup and it continues and then switch off and start again. But I also don't see the Wi-Fi in my Wi-Fi list. So
01:00
Speaker 1
You can proceed to where you're computing. So press and hold the reset button for 30 seconds for seconds. to hard reset the router. Yes. for 30 seconds. [ silence ]
02:00
Speaker 2
For how much 50 seconds? [silence] Okay, let me try again. [silence] yeah, okay. I will push the reset button. Now, okay. You see also no changes on the on the router itself. Normally it switches off and then it's come back to life, but in this case basically nothing happened. But the reset button pushed in. Okay, that's 30 seconds. I release. [silence] now nothing happened.
02:00
Speaker 1
actually sure if the SSID is no longer broadcasting it possibly a hardware issue not just a firmware and then can let's check what the SSID is broadcasting it's this 0545 check if it is detecting on the network list or showing [silence]
03:00
Speaker 2
It looks that it not even responds to the reset button. Is it possible that it was a firmware in update and that it blocked the system or something? Because it happened suddenly today. Mm-hmm. Yeah. Okay. (sighing)
03:00
Speaker 1
okay, wire your computer directly to the router. Yes.
04:00
Speaker 2
because I cannot find it in the list. yeah right second. and then do one of the ethernet ports because the other one is connected to the network to the to delta. right choose one. I see only the light green button, okay I did say something that does this orange. [silence]
04:00
Speaker 1
[Silence 47 seconds]) the SSIDs the link since 05 052 (.) is now showing [silence]. The SSID is still not broadcasting (.) [Silence 20 seconds]
05:00
Speaker 2
blinking to the laptop and the green one sorry it's connected yeah it's now when I'm not uh well internet Wi-Fi is doing if I switch off I right now then normally you see that it come with the cable connection but that also nothing happen it was searching for a moment but now there is no communication it's only in green light but nothing else on both green light on the laptop.
05:00
Speaker 1
Yeah try to access the Web interface or go back to the settings same thing as what we access earlier settings network and internet look for the IP 4 address the IP for default gateway if it is still there the subnet mask Wi-Fi network and internet then click Wi-Fi look for your IP IP 4 address what is your IP
06:00
Speaker 2
[silence] internet. Wi-Fi. Um, let me see. Yeah, wait another second. Uh, it tells me there's [silence] now I got nothing.
06:00
Speaker 1
Yeah. You can actually go to the settings. You can see your SSID, sir. Try to access the same settings as we did earlier. It is actually the settings of your computer and this is ID. Same settings that we accessed earlier.
07:00
Speaker 2
off now I Have only know where Do I find filtering up again? Because the wife I cannot find anything it's I'm not connected to anything so I Yeah, okay. Yeah, okay, so I go to network and internet and go to Yeah, I or I can go to ethernet because I'm connected now to ethernet. And then I have an IP v6 server but not the 4 and with Wi-Fi I have nothing nothing
07:00
Speaker 1
what? is your IPv four address? It do. You have a cellular data, sir? Can you please take a photo of the information on that page or do screenshots and send it in my email? Then I will send your message via email and then reply. Hold on.
08:00
Speaker 2
Yeah, I did do the same. I go to Internet to Wi-Fi Network and Internet Wi-Fi. [ silence ] Uh, uh, uh, can I make a pitch? Yeah. Oh. It's now away. [ silence ] you sent an email. Okay.
08:00
Speaker 1
That is just a trigger message. So I send it to your email. Sorry, okay. There is a [KEEP_UNCERTAIN] we really apologize that we do not have the option to do that. We can only use our email. So I send it to your email which is PLdVR@TABLESON.NL. Oh, sorry. So PLdVR@ABELSON.NL. So PLD VR at K for kite, a for alpha, B for boy, E for Edward, L for Lima, letter F for a friend or Frank, and then O for Oscar, N for November. NL, F O O N. double O. cable phone
09:00
Speaker 2
EAL
11:00
Speaker 1
so Oscar Oscar November dot NL I just sent the message kindly check that information on your email
12:00
Speaker 2
Sometimes. Some. Call. Guy. A. Of Abel. B. Of Barry. A. Of. Arcured. Allege. O. Leo. That's. Well friends. And then. Older. Older, Nico. Captain, correct.
12:00
Speaker 1
I do screenshot yes yes the settings that to CPU earlier which is your IP before Dill
13:00
Speaker 2
Yeah. I'm checking. Oh, there it is. Yeah. okay and we need the the copy of the photo of the information displayed on the page, a screenshot of the page is round. yep so, a copy of the photo of the information displayed on the page. yeah. okay let me make a picture first. of the laptop you mean. Yeah. It's silence. Yeah. No. Okay. And then the second one is, what do you want more to see? A screenshot of the pages. Okay. Okay. Yeah. Okay. Here it is. And then can you send your free story as well of what happened? Yeah. Ya. Yeah. I've sent it already. Okay. I have another one as well. Thanks. That's applying. Okay, you got the second picture, and that's, uh... Uh normal. Um... So I sense, let's see. Let me check. Let me check.
13:00
Speaker 1
[music] [silence] [music] [silence] [music] [silence] [music] [silence] [music] [music] [silence] [music] [silence] [music] [silence] [music] [silence] [music] [silence] [music] [silence] [music] [silence] [music]
16:00
Speaker 2
Yeah, I put it to. Yeah, I added it to the attachment. Yeah. Yeah, I think I did, but why not?
16:00
Speaker 1
but the wi-fi name, the link is, is 05452, is it showing on the network list? how about in your iPad? might be, but let me just try to figure it out. it's, you can only see a router setup that is sent me. [silence]
17:00
Speaker 2
[silence]. There is still no IP address. [silence]. No, no, no, not seeing. [silence]. No, it's gone. [silence]. [silence]. [silence]. And what I said, I think that the link is, it's passed away. [silence]. No, no, there is also not on not on my laptop and not on my iPad. [silence]
17:00
Speaker 1
How about the message or the information displayed on that page wherein you can no longer see the IPV4 address? Let me just refresh my tools here in my end. it might still be processing. But were you able to click the information share below with your Wi-Fi? click that one.
18:00
Speaker 2
yeah, I sent in a second one. I sent the second one off the internet, uh, page of my laptop. you got two, uh, two ones. and my iPad also, gives no signs of any links is, uh, zero five, four five, two or so. it's really gone. [silence]
18:00
Speaker 1
[KEEP_UNCERTAIN] What is the information below with your Wi-Fi network and internet, then Wi-Fi, it's turned on and then below it. Now, how about when you're going to click Wi-Fi? Were you able to see the information that have an SSID? Bro, to call. Yeah, because if the SSID is no longer broadcasting, then it is possibly a hardware related issue. Uh where did you purchase this device and when it purchased? Yeah. Yeah, because the
19:00
Speaker 2
[KEEP_UNCERTAIN] [silence] no, no, not, no, no, no, [silence] nothing. Yeah. Oh, and it's uh it's a the older one. I think it's uh five years or so. I took over from uh from someone else
19:00
Speaker 1
Already tried everything and then the main issue because it is not all about the firmware version, sir, because actually we can still access the web interface of the router even if it is without Internet connection. But we need also to make sure that the SSID is broadcasting. So maybe you can also consider to do an upgrade since we already did everything, tried to figure out what's really going on with the router, but it seems like it's good hardware related issue, since the SSID is no longer broadcasting.
20:00
Speaker 2
yeah.
20:00
Speaker 1
Consider to do an upgrade.
21:00
Speaker 2
That's... now to do the update... Upgrade. Ah, okay. Yeah. Yeah. Uh-huh, okay. Well, can you send me information about it? Okay, and that's a mesh system. And that's... okay. Now, yeah. Okay, yeah, maybe that's the best. Then let's uh... I will check for it. And then... Yeah.
21:00
Speaker 1
access point or your switchest that we unplug earlier? So is there anything else that they... Go ahead. Okay, thank you also for your time sir and have a great day. Take care. Bye. You're welcome, bye.
22:00
Speaker 2
Mm-hmm. Yeah. Okay. Good. Yeah, certainly. Mm-hmm. now I think we tried everything. So thank you for this. Okay. Yeah. Thank you. Thank you. Bye. [silence]
22:00