V2 Rubric Detail — 6cd477fe-7193-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 19:15
Duration
8m 33s
Contact
858-565-7508
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided meaningful troubleshooting, failed to use required diagnostic tools, and defaulted to generic, unhelpful statements despite clear customer need and in-warranty status.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform basic diagnostics for a no-internet issue on an in-warranty MR7350, relying only on LED color interpretation and misdirecting to firewall without evidence. No tools were used, no next steps set, and no escalation occurred despite customer frustration and unresolved problem, resulting in a complete failure to resolve the issue.

V1 Case Analysis

Customer reports no internet on desktop; MR7350 router LEDs show blue (front), solid green, and blinking orange. Agent incorrectly stated blue LED means internet is present and suggested firewall issue without performing router diagnostics. No resolution achieved.

Troubleshooting Steps
  • Verified router model from record (MR7350).
  • Asked about LED colors and number of computers.
  • Suggested checking desktop firewall/antivirus.
  • Confirmed VPN was removed.
Key Observations
  • Agent provided materially incorrect technical information: claimed blue front LED on MR7350 means internet is present — contradicts KB guidance on LED interpretation.
  • Agent ignored the blinking orange LED, which may indicate connection instability or activity issues per KB.
  • No standard router troubleshooting was performed (e.g., power cycle, WAN status check, web interface login).
  • No escalation, callback, or self-help resources were offered despite unresolved issue.
Positive Highlights
  • Agent accessed the customer's record and correctly identified the router model (MR7350) from prior interaction.
  • Asked about the number of devices to help isolate the problem.
Agent Errors / Gaps
  • Provided incorrect interpretation of router LED colors: claimed blue front LED means internet is present — contradicts KB guidance.
  • Failed to perform standard WAN/internet troubleshooting steps (e.g., power cycle, check WAN status via web interface).
  • Did not collect essential information (serial number, warranty status).
  • Did not verify or guide customer through the firewall suggestion (e.g., temporarily disable to test).
  • Lacked empathy and did not set a clear next-step or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any outcome; customer still had no internet on desktop despite laptop working, and no corrective action was taken.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps (e.g., power cycle, check WAN, inspect router UI) were performed; agent relied solely on LED interpretation without verification.
R3 Not Met Correct resolution path conf 90%
Agent failed to select an appropriate path for a no-internet issue on an in-warranty MR7350, defaulting to generic LED explanation instead of systematic diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify root cause; skipped key diagnostic questions about modem, cabling, or router status, and incorrectly attributed issue to computer firewall without evidence.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., http://192.168.1.1, speed test, device list) were used to verify WAN connection or isolate issue, despite being necessary for accurate diagnosis.
T3 Partially Met No misinformation conf 80%
Agent correctly stated that a solid blue front LED indicates internet connectivity, but made contradictory statements (e.g., 'orange blinking which means it’s blue') and misattributed issue to firewall without confirmation.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, lack of structure, abrupt transitions, and failure to maintain control; agent did not frame interaction or guide customer through steps.
C2 Not Met Confirmed understanding conf 90%
Agent used vague, non-adapted language (e.g., 'check your firewall') without confirming understanding or adjusting to customer’s technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; offered no follow-up, made no commitments, and failed to drive resolution despite prior case history.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or plan provided; agent left customer without direction after identifying partial symptom.
O3 Partially Met Closure confirmation conf 70%
Agent referenced prior contact and identified device model (MR7350), but did not use findings from previous interaction to avoid repetition or advance troubleshooting.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent failed to escalate despite no progress, unresolved issue, and customer frustration — a warranted escalation was not initiated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was executed, so evaluation of escalation execution is not possible.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent provided no empathy statements, failed to acknowledge customer frustration or prior 45-minute unresolved call, and remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s emotional state or pace; continued with irrelevant firewall discussion despite confusion and distress.
X3 Not Met Overall experience conf 90%
Customer repeated information; agent introduced unnecessary steps (firewall check) without ruling out simpler causes, increasing effort.
Call Transcript12 turns · 14 lines
Speaker 1
stop Hey Carla I have a N Zag I got about three months ago from Amazon I was talking to somebody yesterday, um,
00:00
Speaker 2
D. welcome to Lynxusupport. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Lynxus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, 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.
00:00
Speaker 1
I picked because we had no internet and she fixed it and it's gone. I don't know what to do now. We spent about 45 minutes on the phone. She asked me a couple of questions. We found all kinds of things online and now it's gone again. The color of my router. Oh, it's blue. It was white, now it is blue on the bottom. And the uh Yes, it's blue. It's right under link sys, right? Yeah, it's blue again. I mean. Yeah. Well, but my my um,
01:00
Speaker 2
Mhm. Okay. It's no internet. [silence] Okey, what's the color of the light on your router, ma'm? It's blue? The one that's in the front, ma'm. Yes, yes, if it is blue, ma'm, that means it's on online. There is internet. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
01:00
Speaker 1
my computer says you're not connected, one laptop, I mean, no, I have one laptop and one desktop, the only thing that I'm working on now, the only thing that's connected is the is the desktop, yes, 8584423417, yes, yeah, I'm sorry, oh, yes, that that's the that's the one, I I just don't know what to do with this,
02:00
Speaker 2
How many computers do you have? and okay ma'am so you mentioned that you called yesterday do you have a ticket number or can I have your phone number so that I can pull up your name okay and then I'm I was able to pull up a record here first and with Marlene and your links of rotter is an MR 73 50 [silence]
02:00
Speaker 1
I just switched to, but now it's the same thing. It's blue, but, but the green light's on and the orange light keeps blinking, which means it's blue. Well, I, I'm only using the, the desktop now, and um, there's no internet. And I, I, oh, oh.
03:00
Speaker 2
Yeah that's okay Ma'am. if it is blinking since there is like an activity. okay or there it's like the only thing that you need to check it Ma'am is the light on the front right below Linux.[silence] okay?[silence] if the yeah if that light turns to red or purple that means there is no internet. but if it is in blue Ma'am that means there is an internet. it's connected. check it on your um have you check your laptop Ma'am since you've got two computers.[silence] Just to make sure Ma'am just to isolate the problem. Because um as I check your record yesterday,[silence]
03:00
Speaker 1
Um, so I, I will, um, I had had a VPN which I just got rid of. I thought maybe that was the problem. But I don't have it anymore. I don't know. I'm just it's, it's so frustrating. Okay. So I'm just I have to get it. I have to put it away. I I don't typically use it. Okay. Okay. I'm turning it on.
04:00
Speaker 2
hey this desktop is also having problem because of the firewall check your laptop [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 1
Yeah. Okay. Let's see. Okay. Um. You're not signed in. What does that mean? Okay. Okay, let me see if this works. Yes. Actually, my laptop does work. Um, it did connect to to my, uh, my Gmail. yes. Okay, I don't know how to do that. How do you do that? Yeah. You're right. M. Yeah, I just don't know Jeff, Jeff. Do you know any Jeff? Do you know anything about how to get to the firewall? Oh, Oh,
05:00
Speaker 2
Because as I checked in your record yesterday, there was like a firewall that's trying to block your connection. Did you check your firewall on your computer? Maybe that's the reason why you cannot connect to the internet. Because of the firewall on the computer. [silence] I'm not trained with firewalls on the computer, ma'am. [silence] Because if your [silence] [inaudible] doesn't have internet connection, your laptop doesn't have internet as well. But your laptop right now, there's an internet. So it could be just on the desktop that there is a problem like something is blocking your internet. Did you install, like an anti-virus or firewall on your computer? Like possibly like other brands like Norton, McAfee or other um third-party firewall? [silence] Okay.
06:00