V2 Rubric Detail — 7dd321ba-813b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:26
Duration
13m 20s
Contact
917-789-5978
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#EOS00137448
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-51.4)

V2 Grader Summary

The agent incorrectly declared the E7350 out of support without verification (violating OOW best-effort standards), conducted insufficient troubleshooting, and failed to take ownership or provide clear next steps. Communication was fragmented with repeated information requests and no empathy, resulting in partial—but not meaningful—progress toward resolution. The outcome is Partial Resolution because some diagnostic steps were initiated, but no valid path forward was established.

V1 Case Analysis

Customer reports no internet on E7350 router (orange LED). Agent confirmed EOL status, performed power-cycle, suggested wired test, and advised contacting ISP. Closed with self-help guidance.

Troubleshooting Steps
  • Asked customer to power-cycle the router (unplug/replug)
  • Inquired about additional networking hardware (Netgear extender)
  • Suggested connecting a computer via Ethernet to verify WAN connectivity
  • Confirmed EOL status based on model number
Key Observations
  • Agent correctly identified the E7350 as end-of-life and managed expectations accordingly.
  • Suggested a wired test to isolate the issue, which is a valid diagnostic step per KB.
  • Power-cycle instruction was correctly given and aligned with standard troubleshooting.
  • Agent confirmed warranty/EOS status early, avoiding unnecessary troubleshooting.
Positive Highlights
  • Collected essential customer information (name, phone, model) efficiently.
  • Prompted the customer to power-cycle the router, a standard first step.
  • Correctly recognized the E7350 as end-of-support and managed expectations accordingly.
  • Provided a clear next step (contact ISP) and closed the case appropriately for an EOL product.
Agent Errors / Gaps
  • Abruptly said 'Bye' at [05:00], causing a confusing hand-off before re-engaging.
  • Did not confirm serial number, which could have provided additional verification of EOS status.
  • Did not explicitly guide the customer to check the modem directly, which is a recommended step in the KB for isolating ISP vs. router issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told customer to contact ISP and stated 'we can no longer provide any technical assistance with your router' without resolving the connectivity issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about power-cycling the router and observed the orange LED, but did not guide customer through critical steps like direct modem testing or WAN status check.
R3 Not Met Correct resolution path conf 95%
Agent claimed device was 'of our and of support' without verifying warranty status and refused best-effort troubleshooting, violating OOW standards for legacy devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (no internet, orange LED) and asked some diagnostic questions but skipped logical isolation steps like testing the modem directly.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools were used (e.g., no remote session, no guidance to check WAN status via http://192.168.1.1); agent relied solely on customer description.
T3 Not Met No misinformation conf 100%
Agent falsely claimed 'we can no longer provide any technical assistance' for the E7350, which is covered under EA series KB guides requiring best-effort troubleshooting regardless of warranty status.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked clear framing, included frequent silences, repeated requests for identical information (name, phone, email), and ended abruptly without a structured wrap-up.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but failed to confirm customer understanding; repeated questions indicate mismatched communication pacing and lack of adaptation to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent immediately deferred responsibility to the ISP after minimal effort, took no ownership of troubleshooting, and provided no commitment to follow-through.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow-up commitments were given; only a generic directive to contact the ISP with no actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was customer-facing ISP connectivity, not an internal escalation need.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent provided no empathy statements, acknowledged no frustration/history, and maintained a purely procedural tone despite customer inconvenience.
X2 Not Met Tone & rapport conf 85%
Agent failed to adapt communication to the customer's confused tone, did not re-engage after silences, and provided no clarification of instructions.
X3 Not Met Overall experience conf 95%
Customer repeated serial number, name, phone, and ISP information multiple times; agent failed to use already-provided data, increasing effort with unnecessary repetition.
Call Transcript20 turns · 23 lines
Speaker 1
Uh, yes. Um, I have the Lynx router and it's not working. I don't have any internet at at home, so I was just wondering if like if you guys can send a tech down to check it out. Yeah.
00:00
Speaker 2
welcome to linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance I thank you for calling my name's Clark how can help you mmm you're you're you're you're requesting for a local technician is it correct? unfortunately for length of support.
00:00
Speaker 1
Okay. So do I need a call mark? Oh, go ahead. Okay. Okay.
02:00
Speaker 2
sirus router not providing any internet connection is your um internet service then you should need to contact your internet service provider at the end. all right so we can actually run uh we since we already on since we already since you're already on on the line with us we can actually assist and check where is the issue coming from and then if we found out that um the issue is on your internet service provider then uh that's the the the the the last recommendation that we can provide to you then uh just give me a um a minute okay.
02:00
Speaker 1
it's ashley chen it's CH. E land gegen it's a s hw wie
03:00
Speaker 2
All right, so, um, here's the thing. In order for us to better assist you regarding on that, then we, uh, we might need to gather some information first. In order for us to create a ticket in our system, can I have your first and last name, please? All right, can you Alright. Got it. Thank you. Can you also provide your, can you also verify your phone number showing on your system? It's 917-789-5978. Is it correct? Okay. In case our call got disconnected, I'll be using this phone number so that I can give you a callback right away. Um, can I have also your email address, Ashley? All right, thank you so much for for providing that. In order for uh source uh we have already your personal information then we'll be asking up what information of your links from route there. Can we have the serial number and the model number of that one please? Um All right. And what is the model number of the router? Uh usually the model number is at the bottom of it.
03:00
Speaker 1
[silence] Oh, I see it. [silence] It's E7350. [silence] [silence] It's been a few years, but [silence] I don't really remember when we got it. [silence] It's been a while. [silence] Uh, C Spire. [silence] Yeah, C and then S-P-I-R-E. [silence] Yes.
05:00
Speaker 2
All right. Got it. Thank you so much for that. So it's E7 to 350. All right. And may I ask, or may I know, Ashley how long have you been using the Linksys router, by the way? I got it. Thank you so much for that. Um, before we can proceed, can I please have your full name? I am sorry. I was just asking that for security. I see. I see. All right. Your full name? [silence] Alright, and what's your phone number? Just in case we need to contact you, all right, your phone number, please. [silence] Of course. I got it. Email address. The Email Address. You're placing the order. And who's your internet service provider again, I'm sorry? Um, see Spire. Oh, Cspire. All right. Got it. Thank you so much for that. Bye. [silence] Thank you so much for the call. Have a great day. Bye bye. Thank you.
05:00
Speaker 1
Yeah, I unplug the internet and the uh power to it. And then I waited a minute and then I put it back in. I did that twice. Uh, I did that twice. Uh, wait, can you set again? I
06:00
Speaker 2
Mhm. Okay. I see. Um, did you only unplug and plug it back in the Linksys router? Is that what you did?
06:00
Speaker 1
Oh, we just have a Linksys router. Um, no, but we have this, like, Netgear thing that, like, helps extend the Wi-Fi. I'm not sure what it does. But it's not a router. Well, it's sitting in there. Huh. Wait, say that again. Sorry. [silence]
07:00
Speaker 2
Did you also include to unplug the the modem from tmobile, or only the Linksys router? Okay. Um, aside from the Linksys router, is there like a a another black box that that you have on your end right now? aside from the Linksys router, okay? um, may I ask, where is the, okay, where is the Linksys router connected to? uh, connected from? Is it on the network device? So, so the the at the back of your Linksys, router T mobile, so they would be plugged into your modem. plugged into the Linksys router. Do you mind plugging them back in and connecting a device.
07:00
Speaker 1
yeah it's behind my TV, it's like a it goes through the wall, it's connected like on the router and it goes behind my wall yeah the light in front of my little router? yeah, it's orange it's orange yeah [ silence ]
08:00
Speaker 2
Okay, so it's connected to a wall patch is that correct, okay, um what is the light in front of your linksys router, is it orange, yes, is it orange or is it blue, okay, so no internet connection at all, I see, so here's the thing, um Ashley, okay, um, upon checking here on our system, using the serial number and the model number that you just produced, uh, based on, uh, our, um, system, it shows that the warranty of the
08:00
Speaker 1
Okay. I No, I I fail lot. oh well what do you mean by that? like uh have a TV next to it. well okay yeah nope nope no it doesn't Okay. Well I don't know
09:00
Speaker 2
to the television you have connected to is working or not. So yeah, let me share my screen for you to do another troubleshooting step with me, and then we'll... do an alternative option for your use case. Let me share my screen for you. The running to the wall connected to link shatter is really providing a connection. Is to connect a computer like a wired the to connect a computer that can be wired or any devices that can be wired to check if the internet is running to that cable. Um that's what you need to have just to make sure and further check because some how, if you gonna contact your internet service provider, they will just say um yes um the connection is um running, but technically, they're just checking the connection of your entire area but not checking the connection at your house. So that's what you need to confirm. Um [silence] [silence] but unfortunately, since again as what I mentioned, since the device is
10:00
Speaker 1
Okay, I'll let my service provider know and I'll figure something out. Thank you so much.
12:00
Speaker 2
of our and of support, we can no longer provide any technical assistance with your router. So that's the recommendation that I can provide to you, Ashley, just to check if the Seespire is really telling the truth, because our Linksys router is very dependent on the internet service provider connection. If there's an active connection automatically, the Linksys router will get the connection, but if the cable is not running any connection at all, automatically the Linksys router loses connection. So that's what you need to confirm, okay? [silence] All right, yeah, sure. All right. And again, in order for them also to check, you can actually request a technician from them since again, the Linksys routerIf your internet service provider provides the free support, we cannot cover it. [silence] We can no longer provide any technical assistance for that service. [silence] So we can't assist you necessarily to provide the configuration. [silence] You might need to seek a little bit of assistance from your internet service provider. [silence]
12:00
Speaker 1
Uh. yeah. okay yeah thank you so much bye-bye.
13:00
Speaker 2
Please. Uy these parts are your internet service provider, okay? Ask for a local technician from them. All right. Thank you so much, Ashley. Uh, this is Clark. Have a good one. Take care. Goodbye
13:00