V2 Rubric Detail — 75c65734-69ae-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:09
Duration
5m 27s
Contact
anonymous
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
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall7.5% (-20.5)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting on the customer-owned Linksys E5400 router, despite the customer reporting a clear internet connectivity issue. The agent defaulted to suggesting an ISP technician without isolating the problem, used no diagnostic tools, and ignored the customer’s hearing difficulty. The interaction resulted in no resolution and added customer effort, warranting an 'Unresolved' outcome.

V1 Case Analysis

Customer reports no internet on E5400 router with Spectrum service. Agent skipped all standard diagnostics, did not verify WAN status or LED indicators, incorrectly stated router needs upgrade, and advised contacting Spectrum technician without isolation.

Troubleshooting Steps
  • Asked whether computer connects via Wi-Fi or Ethernet
  • Asked for Wi-Fi network name (SSID)
Key Observations
  • Agent skipped all steps in universal_isp_modem_diagnostics.md: no direct modem test, no WAN status check, no LED verification.
  • Agent incorrectly stated E5400 router 'needs to be upgraded' without diagnostic evidence.
  • No serial number or warranty discussion despite customer mentioning purchase timing ('a couple years ago').
  • Customer's hearing difficulty was not acknowledged or accommodated.
  • Call ended without confirming router status or providing self-help path.
Positive Highlights
  • Correctly identified E5400 as a standalone router (not a modem).
  • Correctly stated remote reset is not possible for standalone routers.
Agent Errors / Gaps
  • Failed to follow universal_isp_modem_diagnostics.md procedure (direct modem test, WAN status, LED check).
  • Did not verify router WAN connection or LED status before recommending ISP technician.
  • Incorrectly stated router 'needs to be upgraded' without evidence.
  • Did not collect serial number or confirm warranty status.
  • Did not acknowledge customer's hearing impairment.
  • Abandoned troubleshooting prematurely, leaving customer with no actionable steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggests customer call ISP for technician without resolving the issue or confirming if the Linksys router is at fault. No resolution achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skips diagnostic steps like testing modem directly or checking router status; jumps to 'call technician' after one question.
R3 Not Met Correct resolution path conf 96%
Agent directs customer to ISP technician without attempting to troubleshoot the Linksys E5400, which is in the customer's possession and potentially at fault.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to identify symptoms systematically, asks only one vague question about Wi-Fi name, and does not isolate the source of the problem.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools such as speed test, router login (192.168.1.1), or WAN status check — all standard for internet connectivity issues.
T3 Partially Met No misinformation conf 92%
Agent correctly states that remote reset is not possible for security reasons, but provides no further accurate troubleshooting guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Agent does not set expectations, provide structure, or manage call flow; ends conversation abruptly after suggesting ISP technician.
C2 Not Met Confirmed understanding conf 97%
Customer discloses hearing difficulty, but agent does not adapt speech (e.g., slow down, repeat, confirm understanding).
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent deflects responsibility by saying 'best to send a technician' instead of owning the issue with the customer-owned Linksys router.
O2 Partially Met Proactive follow-through conf 91%
Agent gives a next step (call ISP for technician), but no timeline, follow-up, or detailed instructions provided.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted within Linksys support scope — issue could have been triaged but wasn’t.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent shows no empathy for customer’s frustration or hearing difficulty; interaction remains transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent does not adjust tone, pace, or clarity despite customer’s hearing issue and confusion; fails to maintain engagement.
X3 Not Met Overall experience conf 97%
Agent increases customer effort by sending them back to ISP instead of guiding through basic router diagnostics they can perform.
Call Transcript12 turns · 12 lines
Speaker 1
[silence] [silence] [silence] Yeah, I'm calling in regards, I have um, uh, spectrum cable, and the guy went through everything, checked everything, modems, oh, all, all set, the only thing is I'm not getting my internet off of this, my two.
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, press 2. To speak to a technical support specialist, 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. Thank you for calling Linksys. This is L. How can I help?
00:00
Speaker 1
TV works, phone works, the whole nine yards, but the modem, apparently, to my computer, is not working. And they said to call you. They gave me the number. And it's, you know, it has the numbers back here. Model number E500, eh, five, four, four, four. And I have a spectrum. This here, my daughter got this here, a couple years ago. It's always worked. All of a sudden, my internet isn't working. And he said you could reset it from over there.
01:00
Speaker 2
e 5400. Do you have such a real number? Well, for stand alone router, sir, we don't have that option because we are not allowed to do it for security reasons. So, we cannot reset it remotely.
01:00
Speaker 1
So I'd have to go buy a new modem, right? ma'am, I can't understand what you're saying, I'm hard of hearing. Um, I'll, is there any way you can fix my modem or what do I got to do? You got to tell me. Yeah, but this this, yeah, I own this modem. This is not from Spectrum.
02:00
Speaker 2
So we will just walk you through the whole process, but that depends on your concern. Um, but you've mentioned for the modem, sir, modem is from your internet service provider. Um, Wi-Fi or, um, Wi-Fi or wired, you're actually using that one using the uh, Linksys router. Um, however, um, we'll properly, properly isolate it. First, you've mentioned that you don't have any internet with your computer. Uh, yes, sir. Well, for the modem, sir, modem is from Spectrum from your internet service provider. Um, we don't have an option.
02:00
Speaker 1
understand this is my yeah Eve model number says E 5400, 400 and I my daughter bought this over at Walmart. [silence] Everything's fine. He checked everything. I called them and he went through everything, checked everything, said the modem's working the whole nine yards. The only thing is going to my internet, my internet won't boot up, open up. I can get it, but it just says check your fittings and we did all that and everything was booting up. It's just not working correctly.
03:00
Speaker 2
the E5400 that is a router. Simply... OK. But before anything else, before we conclude that... that router that you actually really need to upgrade. You've mentioned that other of your devices are working fine, right?
03:00
Speaker 1
my internet. And he said, you could reset this so my internet will work. Yeah. It's, it's, uh, it's, it's everything's all on one thing through, uh, spectrum cable Wi-Fi. That I know of. The what? I I don't know all that technical stuff. Should I call spectrum and them send a technician here?
04:00
Speaker 2
Is it only sir the... um, how does your computer connects to the router? Like, is it connected via wi-fi, or is it connected via an Ethernet cable directly to the lightsys? What's the wi-fi name, sir, that you're using? What's the wi-fi name that you are using to connect? It would be better sir, yes. I think it would be best if you ask for a technician.
04:00
Speaker 1
OK. I'll give them a call and I got the number here. OK. I'll call them back. Thank you. Bye.
05:00
Speaker 2
Okay, so we can properly isolate it if the linksys router really needs to be reset because um we have to make sure that it's on the linksys router. But I think it would be best to send a technician over. Okay. And then you're welcome, sir. You take care, okay?
05:00