V2 Rubric Detail — 7c65085c-5f9e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:49
Duration
12m 26s
Contact
Hebru Call
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132145
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 - no Wifi on the computer
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly avoids responsibility by stating 'I cannot help you on this one' and ends the call without attempting resolution, despite the issue being within support scope (Wi-Fi connectivity).

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

V2 Grader Summary

The agent failed to perform basic troubleshooting, avoided ownership, and provided no valid resolution path for a core support issue. The call was abandoned prematurely with no technical assistance, escalation, or next steps, constituting clear avoidance. This meets the auto-zero criterion for Avoidance/Evasion (B).

V1 Case Analysis

Customer (Ruth) unable to connect computer to internet via EA5400; other devices work. Agent did not troubleshoot router, incorrectly suggested PC issue, and ended call without resolution or case creation.

Troubleshooting Steps
  • Collected partial model and serial number.
  • Asked about ISP (Spectrum) and modem lights (blue, online).
  • Confirmed other devices (TV, phone) have internet.
  • Asked customer to check Wi-Fi detection on computer.
  • Suggested rebooting computer and contacting PC manufacturer (HP).
Key Observations
  • Agent incorrectly concluded the issue was with the PC at [11:00] without verifying router Wi-Fi settings, DHCP, or admin access (http://192.168.1.1). This contradicts the KB, which directs troubleshooting the router first for Wi-Fi connectivity issues.
  • Failed to collect full serial number despite customer providing it phonetically: '30NNN10MARY21COW6778' at [01:00]-[02:00].
  • Wasted time confirming TV internet (Peacock) instead of progressing to router diagnostics or client-side network reset.
  • Did not attempt to verify if the computer could access the router admin page (192.168.1.1), a critical diagnostic step per the KB.
  • Ended call abruptly without recap, case number, or follow-up plan, leaving customer without direction.
Positive Highlights
  • Agent confirmed ISP (Spectrum) and checked modem light status (blue, online) at [02:00]-[03:00].
  • Agent verified that other devices (TV, phone) had internet, correctly isolating the issue to the computer.
  • Agent used customer's name (Ruth) and maintained polite tone throughout.
Agent Errors / Gaps
  • Did not collect complete serial number despite customer providing it.
  • Failed to verify router status (LEDs, admin page, WAN connection).
  • Incorrectly attributed issue to PC manufacturer without ruling out router or Wi-Fi configuration, contradicting KB guidance.
  • Provided no actionable troubleshooting steps for the reported Wi-Fi connectivity issue, despite the KB providing clear steps for router diagnostics.
  • Did not create or reference a HappyFox case.
  • Did not discuss warranty status or support eligibility.
  • Ended call without clear resolution, recap, or next steps.
  • Misled customer by stating 'I'm limited to the router' while refusing to perform any router troubleshooting, despite the issue clearly involving the router.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent states, 'I cannot help you on this one... you can give us a call anytime' without resolving the issue or offering a valid path forward.
R2 Not Met Diagnostic thoroughness conf 98%
Agent asks vague questions but performs no systematic troubleshooting (e.g., no power cycle, no WAN check, no router login), relying solely on customer self-diagnosis.
R3 Not Met Correct resolution path conf 97%
Agent abandons support by claiming limitation to router only and refuses to assist with Wi-Fi connectivity, which is within scope, instead dismissing the customer.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No logical diagnostic process: agent fails to isolate whether the issue is with the router, computer, or network; does not verify WAN status or Wi-Fi settings.
T2 Not Met Appropriate tools / resources used conf 97%
Agent does not use any tools (e.g., local router access, LED status check, firmware verification) or KB resources appropriate for diagnosing Wi-Fi connectivity.
T3 Not Met No misinformation conf 96%
Agent provides technically incorrect information: implies he cannot assist with Wi-Fi issues despite it being core support scope; says 'I may destroy the computer' — unprofessional and inaccurate.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacks structure: agent drifts between devices without focus, repeats unclear prompts, and ends abruptly without closure or confirmation.
C2 Not Met Confirmed understanding conf 94%
Agent fails to adapt to customer’s confusion; uses ambiguous phrasing ('walk with me', 'is it affected as well?') without confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowns the case: states 'I cannot help you on this one' and ends the call instead of investigating further or escalating.
O2 Not Met Proactive follow-through conf 96%
No next steps provided — only a vague 'you can give us a call anytime' — with no actionable guidance or timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation offered despite unresolved issue; agent closes call prematurely instead of escalating to appropriate team.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed; customer was not informed of any escalation path, team, or expected follow-up.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy shown: brief 'I'm sorry' followed by dismissal; no acknowledgment of frustration or effort.
X2 Not Met Tone & rapport conf 93%
Agent does not adjust tone or pace to match customer’s agitation; communication remains ineffective and disengaged.
X3 Not Met Overall experience conf 95%
Customer repeats information about device status; agent adds no efficiency, requiring customer to test multiple devices unnecessarily.
Call Transcript24 turns · 25 lines
Speaker 1
[silence]
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 one now. For out of warranty products, 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. My name is Nathan. May I know who am I speaking to? Your name again? Hebrew.
00:00
Speaker 1
Yes, sir. No. Well, I do, but I'm not giving it. Um, I've called my ISP and, uh, talked to them and they said everything looked good on their end and that it may be my, um, my Wi-Fi. Okay, the model number is E as an elephant 5400 and the serial number, serial number is 30NNN.
01:00
Speaker 2
is this your first time calling sir? mm hmm all right let me create a case ticket for you do you have an email address? alright that's alright. now tell me uh what is the problem? mm hmm tell me the model of your router and the serial number as well mm hmm .
01:00
Speaker 1
one zero Mary 21 cow 6778 [silence] I guess today we had a wind storm last night so I wasn't online or on the computer just till now Spectrum Spectrum yeah yes uh what do you mean yeah [silence]
02:00
Speaker 2
Let me take a look. Since when did the problem started? Can you tell me what is the internet service provider that you are connected? Spectrum. They gave you a modem, they gave you a modem, right? Can you tell me what is the what is the status of the modem? There are lights on the modem. Can you check whether you see anything yellow?
02:00
Speaker 1
um, I see uh there's three blue uh lines lights that says power online and voice. Uh, well they're blue but everything's working like it's supposed to, but like I said, I just can't you know get into my internet. I uh I turn the computer on and it shows up a picture and you're supposed to click on it and then it's supposed to bring up to where I enter my pass, uh password but it's not doing that. No, it won't do nothing. It won't go to the next, it won't go to that page. All right. What have you tried to do?
03:00
Speaker 2
o on line what is the color of the light blue do you still see your old wifi name and you still detect and connect to it all right. Walk with me.
03:00
Speaker 1
Yeah. It's not doing anything. Normally, it shows a picture that, I guess, the computer does, and then I just click on the picture and then it shows up my home screen where I put in my password. It's not even doing that. Uh, let me go check. I know the phone's not, it's working, because I'm on it.
04:00
Speaker 2
when using your computer, you can detect your Wi-Fi coming from the available Wi-Fi, right? And then did it ask for a password or it just say, uh connected, no internet. [silence] uh-huh. [silence] hm. it's on the computer. [silence] how about the TV? is it affected as well?
04:00
Speaker 1
Gee whiz this is aggravating. Let me, let me do one more step here. Yeah the TV's on. All of it is. [silence]
05:00
Speaker 2
is it connected to the Wi-Fi?
05:00
Speaker 1
Yeah, my phone is not. I'm on the phone that I got through, I'm with Spectrum home phone and my TV is working. It's just my internet. Yes, the TV is working. I just turned it on and it is working and my telephone is working.
06:00
Speaker 2
So, your phone is affected, your computer is so affected. The internet in the TV, is it working? Can you verify? So, you can visit the network settings
06:00
Speaker 1
Okay. Let me go back in there. No, you're fine. No. No, you're fine. Because last night I could get no TV and now I'm getting TV.
07:00
Speaker 2
YouTube in the TV, right? Or let's say, Purloo or any other? Amazon, maybe. Okay. I'm sorry. I just wanted to verify. Okay. So, I’d like to just.
07:00
Speaker 1
yes, I'm getting, um, peacock. that's what I normally watch. I'm getting peacock. Uh, normally I don't think I have the Amazon. uh, repeat that again. uh, let me say
08:00
Speaker 2
So, you have internet on the TV as well. Amazon, right? attorney TV channel Maybe, this, this is Local TV, right? MSNBC. Local TV, if you're even if you don't have internet, you can connect to that one. Amazon, what else? Can you watch.
08:00
Speaker 1
Okay. Okay, I'm going to 2B. okay, uh, 2B is connected. Okay. Yeah, because I don't, don't think I've got there to modem in my Wi-Fi box. Okay, back at my computer. No, it's not letting me do they yet. That's what I'm trying to tell him.
09:00
Speaker 2
So, meaning, there is internet on the router. Let's go back to your computer. Maybe the problem is on the computer. Okay, can you go to the settings on the computer, settings and check if you have Wi-Fi?
10:00
Speaker 1
Hey everybody.
11:00
Speaker 2
Ah. Yeah. Can you try to reboot the computer. Let's see if it will work. Also, the problem could be on the computer. Who's the computer supplier? Can you try to call HP and check this. Why is it that your Wi-Fi is not working and it's not showing, because if you can click that one and pick up the Wi-Fi, then you're good. Right now, your Wi-Fi is not showing.
11:00
Speaker 1
right. Oh right. No. Oh you're fine. Okay. All right. Well thank you. Bye. Yeah.
12:00
Speaker 2
I cannot help you on this one. Uh my I'm limited to the router. I can help in the router. But in the computer, I'm not trained with this one. I don't want to make an exhibition. I may destroy the computer and make a problem. But you can give us a call anytime, right? You can give us a call anytime. All right? All right. Okay. Have a nice day. And bye bye Ruth. Bye bye.
12:00