V2 Rubric Detail — 73830694-758d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:43
Duration
13m 34s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135547
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall39.4% (-16.6)

V2 Grader Summary

The agent correctly identified the EA9300 as out-of-warranty with no firmware updates and provided technically accurate reset guidance, but failed to use appropriate diagnostic tools (T2 Not Met) and did not take ownership (O1, O2 Not Met), resulting in an ownership gap despite meeting OOW troubleshooting expectations (R3 Met).

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on EA9300 router (SN: 18R10609901491). Agent confirmed model/serial, stated no firmware updates are available (contradicts KB), suggested power-cycle (already done), and factory reset. Customer declined reset due to 15+ connected devices. Agent recommended purchasing a new router. No diagnostics performed; issue unresolved.

Troubleshooting Steps
  • Collected model number (EA9300) and serial number (18R10609901491).
  • Confirmed customer performed power-cycle of modem and router.
  • Suggested factory reset of the router.
Key Observations
  • Agent made a materially false claim at [05:00] that 'there is no updated firmware for this router anymore' — the EA9300 is an EA series router and receives firmware updates via the Linksys Smart WiFi interface (http://192.168.1.1 or http://myrouter.local). This is a serious accuracy failure.
  • Agent failed to perform basic troubleshooting steps such as checking wired performance, verifying ISP connection, or assessing WiFi channel congestion.
  • Agent did not offer any self-help resources (e.g., KB articles), escalation path, or email follow-up after customer declined reset.
  • Agent acknowledged customer's frustration but failed to provide alternative solutions or manage expectations effectively.
Positive Highlights
  • Collected both model number (EA9300) and serial number (18R10609901491) from the customer, fulfilling basic protocol requirements.
  • Confirmed that the customer had already performed a power-cycle, avoiding redundant troubleshooting.
  • Acknowledged the customer's concern about the number of connected devices when discussing factory reset implications.
Agent Errors / Gaps
  • Provided false technical information: claimed EA9300 has no firmware updates [05:00], which contradicts KB — EA series routers support automatic and manual firmware updates via http://192.168.1.1 or http://myrouter.local.
  • Failed to verify upstream connection by suggesting a wired test to the modem, a standard first step in speed/connectivity issues.
  • Did not check for WiFi interference, channel congestion, or device overload — all relevant for a router with many connected devices.
  • Did not offer any self-help path (e.g., KB article, email with steps) after customer declined factory reset.
  • Incorrectly implied that Spectrum modem updates could cause issues with a non-updating router — no evidence in KB supports this claim.
  • Poor communication: repeated 'last option' without offering intermediate diagnostics, failed to recap next steps, and did not provide closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly stated 'you can't help me' and 'I won't buy their products anymore' — no resolution or meaningful outcome achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model/serial, asked about modem changes and firmware, and suggested a power‑cycle and factory reset, but did not perform deeper diagnostics such as wired tests or interference checks.
R3 Met Correct resolution path conf 88%
Agent correctly identified the EA9300 as out-of-warranty with no further firmware updates, explained the limitation clearly, and offered best-effort troubleshooting (reset) before recommending replacement — aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified intermittent disconnects and asked about recent changes and firmware status, but did not investigate time-based patterns, wired vs wireless behavior, or specific device symptoms beyond generic questioning.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the router's web interface (192.168.1.1 / myrouter.local) to check settings or logs, which is the primary diagnostic tool for connectivity issues across all provided KB articles.
T3 Met No misinformation conf 97%
Correctly stated EA9300 has no further firmware updates, and reset instructions (hold for 20 seconds) were accurate per universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent initiated call professionally and asked relevant questions, but allowed multiple long silences, failed to reframe or summarize, and lost control as customer became frustrated without regaining structure.
C2 Partially Met Confirmed understanding conf 85%
Used polite language ('ma’am') and repeated key points, but did not simplify technical terms like 'firmware' or confirm understanding of reset implications for IoT devices.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent repeatedly told the customer they could not help and offered no further assistance, showing a lack of ownership of the problem.
O2 Not Met Proactive follow-through conf 90%
Agent only suggested a reset and a 24‑48‑hour observation window, with no concrete follow‑up or timeline commitment.
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 100%
No escalation was performed and none was clearly warranted based on the transcript.
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 85%
Agent apologized several times and said 'I understand,' showing some empathy, but the tone remained scripted and did not fully address the customer’s frustration.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a consistent, polite tone but did not adapt to the customer’s escalating frustration or change pace.
X3 Not Met Overall experience conf 90%
Suggesting a full factory reset would force the customer to re‑configure dozens of devices, increasing effort rather than reducing it.
Call Transcript23 turns · 25 lines
Speaker 1
Can you tell me why my router on my items sometimes they work, sometimes they don't? Is it because of the router?
00:00
Speaker 2
all right. Hello, thank you for calling. This is [ silence ] tech support. This is Tom. How can I assist you today? [ silence ] let's double check again can you provide the model number and the serial number of your Analysis router it's under the router it's on the label name. printed on the label
00:00
Speaker 1
Okay. What am I what do you need? S N? Okay. 18R 10 60.99. 01491. Is it the WPS number? Oh, E, okay. I see it E A 9 3 0 0.
02:00
Speaker 2
Okay. Can you see there the model number, ma'am? It's under the lynx's name. There should be a model number. Um, mm-hmm. Got it. Thank you so much.
03:00
Speaker 1
Did i i changed the modem no not lately. What's that. How long have i what this issue. Today. Today. Today. Party? [silence]
04:00
Speaker 2
And also IFTS ma'am, uh, did you, uh, upgrade your subscribe Speed lately or change your modem? Mm-hmm. Not lately. All right. What since when did you observe ma'am with regards the um connection that you have that it's krip-on? How long have you observed this issue? Uh, How long did you observe or are you experiencing this issue that your connection gets um keeps getting disconnected? All right. So you, it's just?
04:00
Speaker 1
Mm-hm. Correct. There's no, there's no updated what? I don't know what you're saying. There's no updated what?
05:00
Speaker 2
[silence] so also I'm upon checking here just to set a proper expectation that your device was already out of runby and also there is no updated firmware for this router anymore. So it means since there is no updated firmware. There might be some connectivity issue. With regards to this, it will keep on disconnecting to your network and
05:00
Speaker 1
There are no more updates. So what am I supposed to do? Well, that costs a lot of money. I did that already. Mm-hmm. This morning.
06:00
Speaker 2
there is no, um, firmware updates. Yes, there's no more updates or software updates for this router that you have. Uh, what I can say to you, ma'am, is to purchase a latest router or buy a latest one. And also, you may try to unplug both the router and the modem from the power source and wait for 20 seconds before you plug it back in and observe the connection within 24-- we already did that one. uh, when did you do that one, ma'am? Like, I'm talking-- just this morning.
06:00
Speaker 1
Indeed. Uh, but I can understand just get a uh, get a uh, uh, right, I have cameras won't work, uh, Alexa won't work. The tablet might work once in a blue moon.
07:00
Speaker 2
right so you unplugged the modem and the router. and still the connection keeps on cutting in and out. Like it's disconnecting. all right. The last option that we can do here ma'am is we mean we will reset this router and once we reset this router ma'am just to set the proper expectation that if this device will be reset it will go back to its default settings all the devices that are connected to your router will be disconnected and you will be required to connect all of those devices again. So if you please open a small piece of paper and place it right below the reset buttons. then press it using some kind of stick to be able to push it back. Then hold it for 20 seconds. [silence]
07:00
Speaker 1
Oh, that's pretty hard. When did you stop updating? Well, it's been working since today.
08:00
Speaker 2
Be disconnected from your Wi-Fi, we'll be disconnected, and you need to set it up again. Yes, I understand that one man and also since this browser that you have, don't have any software updates or firmware updates, it will happen again that there might be a connectivity issue. Because your Spectrum modem keeps on updating their software, however, the router is not updating anymore. It stopped updating since July of 21st 2021. Yeah, I understand that it's still working and that's good to hear. So the last option that that we can do is we will reset the router.
08:00
Speaker 1
Well, I don't want you to do that if I have to reset nine. No, I don't want you to do that because I have 900 things that I gotta figure out how am I supposed to reset 'em all? And I don't know how. Um, quite a few. I don't know offhand. At least, um, two, three, four, five, six, Nine cameras, couple tablets, a couple of three Alexas, and some, I don't remember what else. Couple phones. That's that's the internet, correct? That's the Wi-Fi, correct?
09:00
Speaker 2
but it would take about an hour. Oh, I see. So how many devices are connected to your router? When you try to- yes, yes, ma'am.
09:00
Speaker 1
Mm -hmm. So a lot. It just says, keep saying it's offline, offline, offline. And then I try and it won't go back. And then it'll go back. And then if one goes back, the next one, the other one goes off. I've tried to turn those on multiple times today and I can't keep them on.
10:00
Speaker 2
Yes, that is correct. When you tried to connect your Alexander or your Ring camera, what was the error message? Have you tried to connect it back to the network manually? [silence]
10:00
Speaker 1
or just don't purchase any of them. Or don't get any of them and just get Spectrum Router. No, I can't do that. I can't have everything go out.
11:00
Speaker 2
All right, so, yes, ma'am. The last option is the reset, but it may work or may not work. I cannot guarantee you that once that it will go back the devices that are connected to your router will be connected again to the Wi-Fi since there's no software updates. So, what I can highly suggest, ma'am, is for you to purchase the latest one that will go up to your modem. I will respect your decision with regards to that one, ma'am, but the last option is to only reset the router and observe the connection within 24 to 48 hours.
11:00
Speaker 1
Mm-hmm. So, I can't have that done. OK, then you can't help me. It's pretty much what you're saying. [silence]
12:00
Speaker 2
[silence] yeah, I understand that one, ma'am, but [silence] it was hard to do that one since all your devices are connected now to the Wi-Fi. [silence] um since you already did the power cycle on both the modem and the router, that's the basic steps that you can do, and yes, there's no other options rather than to reset the device. [silence] um yes, I understand that one, ma'am, but yeah, I really do apologize that I'm not [silence] [silence] I'm not able to assist you with this, ma'am, since that's the last option that I [silence] call for you to do that one.
12:00
Speaker 1
Okay, then. That's all I need. I don't. You can't help me. Okay doe, I won't buy their products anymore. Thank you. Mhm. Bye.
13:00