V2 Rubric Detail — 731dcb26-73fd-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 20:59
Duration
7m 23s
Contact
Cathy Riley
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.1% (+45.1)

V2 Grader Summary

The agent correctly isolated the issue to a dead ISP modem by verifying the Linksys router's power status and the modem's failure to power up in multiple outlets. While the issue remains unresolved pending hardware replacement, the agent demonstrated strong ownership and technical accuracy in identifying the root cause. No meaningful troubleshooting was possible or required, and the agent provided a valid path forward with clear next steps.

V1 Case Analysis

Customer reports Linksys router powers up (green LED) but no internet; ISP (Smithville) replacing modem, expected July 6. Agent scheduled callback for July 6 at 9:00 PM ET. No troubleshooting performed. Incorrect support URL (support.bininsight.com) provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided an incorrect support URL ('support.bininsight.com') at [06:00], which is not a Linksys domain and contradicts the KB.
  • No device model, serial number, or firmware version was collected, despite the issue being hardware/network-related.
  • No technical troubleshooting steps were performed (e.g., power cycle, direct modem test, WAN status check), violating the KB's troubleshooting protocol.
  • Agent repeated scheduling and contact information unnecessarily, leading to inefficiency.
  • Agent provided a Level-2 phone number without confirming its appropriateness or escalation protocol.
  • Agent did not guide the customer to the local web interface (192.168.1.1 or myrouter.local) for diagnostics, as recommended in the KB.
Positive Highlights
  • Acknowledged the customer's situation and confirmed the callback aligned with the ISP's modem replacement timeline.
  • Scheduled a follow-up call for a specific date and time.
  • Provided a direct contact number as a contingency.
Agent Errors / Gaps
  • Provided incorrect support URL ('support.bininsight.com') instead of 'support.linksys.com' or a local access URL (192.168.1.1/myrouter.local). This is a clear contradiction of the KB.
  • Failed to collect essential device information (model, serial, firmware), violating protocol for hardware/network issues.
  • Did not perform any technical troubleshooting steps (e.g., reboot, direct modem test, WAN check), despite the KB's guidance for no-internet scenarios.
  • Repeated scheduling and contact details unnecessarily, reducing call efficiency.
  • Provided a direct Level-2 phone number without proper context or escalation protocol, which could confuse the customer.
  • Did not guide the customer to the local web interface for diagnostics, missing a key self-help path per the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the modem issue during the call; only scheduled a callback and provided contact information.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent verified router powers on (green light) and inferred modem fault via customer outlet testing — minimal but relevant troubleshooting that advanced understanding.
R3 Met Correct resolution path conf 96%
Agent correctly identified ISP modem failure, avoided unnecessary Linksys troubleshooting, and provided valid path forward (wait for replacement, contact L2 if needed).
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent used logical process: confirmed Linksys router powers up (green light), verified modem does not power up in known-working outlet, correctly isolated fault to ISP modem.
T2 Met Appropriate tools / resources used conf 92%
Agent appropriately relied on customer's physical observation that modem would not power on in any outlet; remote tools unnecessary as hardware was completely dead.
T3 Met No misinformation conf 97%
All technical guidance accurate: correctly identified modem power failure as ISP/hardware issue outside Linksys scope.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set callback expectations but conversation included long silences, repetition, and lacked clear opening framing, reducing clarity and efficiency.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed schedule preferences, and adapted to customer’s pacing and concerns about email access.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, followed up proactively, and honored prior commitments despite rescheduling.
O2 Met Proactive follow-through conf 97%
Clear next steps: callback scheduled for July 6 at 9 p.m., email follow-up sent, and direct L2 number provided for urgent needs.
O3 Met Closure confirmation conf 93%
Agent referenced prior conversation about electrician and scheduled callback, showing continuity and use of case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none warranted — issue was with ISP-provided modem, outside Linksys support scope.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for rescheduling, thanked customer repeatedly, and maintained respectful, empathetic tone throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s conversational pace, confirmed understanding of timeline, and adjusted communication around email/phone concerns.
X3 Met Overall experience conf 93%
Agent provided needed contact details without making customer repeat information and offered multiple contact options to reduce effort.
Call Transcript14 turns · 14 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys. Hello? Hello, this is Eric from Linksys customer assurance team. May I speak with Kathy Riley? Hello, Kathy. Uh uh I apologize if I called you today because I know we had a scheduled call back at 9:00 p.m. Eastern Time later on. But I had I had a change of schedule and I cannot contact you on that timeframe. I even sent you an email, uh for me to know if uh you can respond on whatever options we have here like um if you can reschedule tomorrow in the same time I can process it or if you really wanted to be assisted today, I may be able to endorse your case to one of my [silence]
00:00
Speaker 2
okay okay there's your specialist hell o this is Kathy
00:00
Speaker 1
[silence] Oh, okay. So, you already contacted like the an electrician as what we discussed last week, am I correct? Oh, oh, I see. I appreciate the information. So, you mean to say that your lynx router is still powering up and there's LED. That's what we had uh checked if you connected a device. But on your modem, both of your smart uh G uh 5G modem are not working. Am I correct?
01:00
Speaker 2
Okay. All right. The rotor, I plugged it into the wall. This was after I talked to you and there was a green light. I plugged it into a different outlet. So you already contacted the technician that. Well, Smithville is sending a new modem and it take at least a week, they said, to get it. So I may not until next Monday. Yeah, I
01:00
Speaker 1
not firing up. I see. I see. I appreciate it. Okay. Yep. I appreciate the. Yep. I appreciate that. Okay, so at least we have somehow verified the issue and nailed it down. Okay, and I cannot do it without your help. I appreciate your assistance, Kathy. So, we'll just have it like on Monday next week. So, that will be in July, right? That will be July 6th, am I correct? Okay. Okay. Okay. I also sent you an
02:00
Speaker 2
I mean, it's not working, um, yeah, so, that explains why it wasn't working to the Linksy, so, yeah. So anyway, uh, he's going to take about a week to get it. And I was going to tell you when I called tonight that you might as well wait until, uh, next Monday evening, if that's okay. Hmm, and I'll have it by then. Yeah. Yeah. July 6th beyond of Monday. Yeah.
02:00
Speaker 1
Okay. I agree as well. I agree as well with that, okay? But uh, since you're, you have your internet service provider uh, check there and your linksys router did power up. So it might be on the modem as well, okay? Because if it's not the outlet, it should still be powered up using the other outlet where in your linksys was able to power up, okay? So, um, Yep, and at the same time as well, Cathy, uh, you can also check the email that I sent because she can also respond to the email just in case she'll have a change of schedule as well, okay? So that I'll be notified. And I
03:00
Speaker 2
if that new modem doesn't work then it has to be something in the wall there. Okay. I agree as well. Yeah. uh-huh. Yeah. Yeah, I just did it and put it in a different plug-in and it had a green light. So then I knew it wasn't it. So, uh, do you want to call back Monday say at 9:00? Yeah. At the same time, we're still catching if I'm not back to that place. Did y'all send that to my phone? Yeah. Uh-huh. Yeah. Yeah, I just did it and put it in a different place. then I knew it wasn't it. So, uh, do you want to call back Monday say at 9:00?
03:00
Speaker 1
I sent it to both of your email addresses that you provided to me. You have the email from MLR halfway blumarble.net and there's also car halfway gmail.com. Okay, so yep, same time frame. And at the same time as well, uh Kathy, just in case that you have an update with your government service provider that it became earlier than Monday, and you really need to ask assistance with your E500E. There's also a direct line that I included on the email. Okay. uh for our level two department. Okay. Okay. And just in case that you're not able to get
04:00
Speaker 2
I sent it to both of your emails addresses that you provided to me. You have your email. Yes, okay. I know my phone's not working. I don't know if my email's working or not. I'll have to, I'll have to check that as well as if it's working. So we'll plan on Monday, next Monday at 9:00 o'clock. Oh, okay. Okay. All right. That sounds good. Thank you. All right. [silence]
04:00
Speaker 1
Uh, the email, uh, do you have a pen and paper handy? I can also provide the number. Uh, we're located here in the Philippines. Yeah. That, for the level two, that's 213- 289-3408. You got it correctly. And again, Kathy, I appreciate your assistance, okay, especially in contacting your Smithville ISP, okay? So if that will take a week for them, provide you, but again, if it, it became earlier, then feel free to give us a call or call us back. Uh,
05:00
Speaker 2
uh, Okay, hold on a second. Where are you located at? Oh God, it's really hot here. Really hot. Okay, uh, what's your phone number? That's two one three. Two one three two eight nine three four oh eight. Okay, I appreciate your assistance. Okay. [silence] that's a I'm looking for those devices. Uh, then, [silence]
05:00
Speaker 1
Emily so that I'll be notified and I can provide you a callback, okay? Okay. Okay. Would there be anything else, Kathy? Okay. So thank you again for answering my call and my name again is Eric, your level two technician and feel free to visit our website, support.bininsight.com. Goodbye for now, Kathy and have a great day.
06:00
Speaker 2
Alright, I appreciate it. Alright, thank you. I had No, that's it. You have a good day. You too, thanks. Bye-bye.
06:00