V2 Rubric Detail — 8b877d50-5fae-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:44
Duration
19m 15s
Contact
Sherly Pete
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132154
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E4200_Unable to connect to internet.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall25.0% (-11.0)

V2 Grader Summary

The agent correctly identified the EA4200 as end-of-life and advised upgrading to a Wi-Fi 6 router, but failed to perform any meaningful troubleshooting or resolve the connectivity issue. The interaction lacked empathy, ownership, and effective call control, resulting in an unresolved outcome with no technical progress made.

V1 Case Analysis

Customer with Cisco router (mistaken for Linksys E4200) reports Wi-Fi connectivity issues. Agent advised reset and power cycle, then incorrectly stated device is end-of-life. No case created. Recommended contacting Spectrum for replacement.

Troubleshooting Steps
  • Asked customer to power-cycle the router
  • Advised factory reset via reset button
  • Checked status of internet-port LED (blinking)
Key Observations
  • Agent incorrectly assumed the router was a Linksys E4200 despite customer stating it was Cisco [12:00].
  • Declared device end-of-life without verifying model or warranty status, providing inaccurate technical guidance [17:00].
  • No case was created, and no KB article, email, or self-help resource was offered to the customer.
  • Failed to perform basic WAN isolation steps (e.g., direct modem test) despite blinking internet LED indicating possible upstream issue.
  • Customer was left with only a vague recommendation to 'get a Wi-Fi 6 router' without actionable steps.
Positive Highlights
  • Agent collected customer name, phone number, and email despite connectivity issues [14:00–15:00].
  • Maintained a polite and professional tone throughout the call.
  • Correctly advised power cycling and factory reset as initial troubleshooting steps [16:00].
  • Acknowledged customer's inability to access email and did not insist on immediate verification.
Agent Errors / Gaps
  • Incorrectly identified the router as a Linksys E4200 despite the customer explicitly stating it was a Cisco device [12:00].
  • Provided end-of-life and end-of-support information without verifying the actual product model or serial number [17:00].
  • Failed to perform basic WAN troubleshooting (e.g., direct modem connection test) despite blinking internet-port LED indicating possible upstream issue [16:00].
  • Did not create a HappyFox case or document a case number, violating case management protocol.
  • Did not offer any specific self-help resources (KB article, email, chatbot) after concluding no support was available.
  • Misheard and incorrectly normalized serial number without customer confirmation (e.g., 'OC1' to '0C1') [13:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested buying a new Wi-Fi 6 router but never resolved the connectivity issue or confirmed any outcome; customer left without working internet.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked about blinking light and factory reset; skipped power cycling modem, checking cables, testing speed, or accessing admin interface.
R3 Partially Met Correct resolution path conf 91%
Correctly identified E4200 as end-of-life and recommended upgrade path, but did not verify warranty status or attempt any troubleshooting before suggesting replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Minimal diagnostic process: only asked if WAN light was blinking and whether reset was tried; no root cause analysis or symptom verification.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools like remote diagnostics, admin UI check, or speed test despite being appropriate for a connectivity issue.
T3 Met No misinformation conf 97%
Accurately stated that EA4200 is end-of-support and recommended Wi-Fi 6 routers as current standard.
Communication
C1 Not Met Clear & professional language conf 93%
Frequent long silences, no call framing, abrupt transitions; agent failed to guide interaction or maintain control.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but did not confirm understanding or adjust for customer’s evident frustration and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership; redirected customer to Spectrum without attempting resolution or follow-up actions.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or timeline; only vague suggestion to 'ask Spectrum for a compatible model.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Correct decision not to escalate—issue was obsolete hardware, not a resolvable L1 technical problem.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted; category fully N.A.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed despite customer frustration, repeated failures, and inability to access services.
X2 Not Met Tone & rapport conf 91%
Agent maintained flat, procedural tone without adapting to customer’s emotional state or pace.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and email; agent did not streamline data collection or reduce effort.
Call Transcript18 turns · 25 lines
Speaker 1
Oh, yeah. It's fun. Lay it down.
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, paid support may be available. Please have your device 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. [silence].
00:00
Speaker 1
And then we have phone. And this fellow call on it on this call. Oh, well, should throw them and It's all done. And the computer don't work. [silence] okay. Okay. Okay. I won't bring anything up. because I'm not connected to the Internet. Okay. I'll try to go to the bank. No, that goes. going no where. See? can't reach that page. [silence] Relative plug and replug the phone out there once. Do you know how to do that? Yeah. Not not from the wall. From the phone. 30. I don't know. There should be. two. is it for the power, it's for the phone? Quart. Quad for then to were worse often what you learned, so whatever, yeah, I'll cut that you can have the piece wall we're standing around waiting. I'm taking this one because it doesn't have. We'll get back in now, if that makes any difference? [silence] That That's the way it goes in? How do you the hole? That has to be up. Hi Raquel. I'm calling. Yes, my name is Shirley.
03:00
Speaker 2
Thank you for calling. My name is Raquel, how may I assist you today? Yes. Hello?
11:00
Speaker 1
Are you there? Hello? Okay. Okay. Okay. Um, we're Spectrum customers. We've got a modem and we've got a router. The router we thought was acting up because we would not connect, our Wi-Fi won't connect. So we went and got a new router and that's not doing the trick. So they suggested now I call you, um, I mean, we went and got a new modem. We're supposed to call you about the router. The router's by Cisco, pardon me. And you on your recording that said you needed serial numbers? Okay. Serial number on it is OC one, O C one, O C one, O C
12:00
Speaker 2
Yes, I'm here. Shirley, my name is risk today. Yes, I can hear you fine. [silence] . Okay. Okay. [silence] Yes. May have the serial number, please.
12:00
Speaker 1
146291. Okay. Yes, that is correct. On the modem or on the router. Okay, what am I supposed to look at? No, I see it gives me a MAnh butter. Butter. One butter. One butterbu. One butterbutterbutter.
13:00
Speaker 2
All right, I think the letter O is zero, so but let me recapitulate make sure that I got it correctly say that 0-1-C109C1-C01691. Is that correct? All right, let me check the serial number. The model number is showing at the bottom. Is it E 4200? On the same device the device's also router. Let's check if it shows the model number E 4200.
13:00
Speaker 1
See address, or otherwise there's a number below that. Yes. Pete, P-E-T-E, like a boy's first name. I can give that to you, but I can't access my email. Okay. Okay, it's D like David, S, both like Sam, Pete, P-E-T-E, at charter, dot net.
14:00
Speaker 2
I see. Understand, no worries. Let me also create a record here. Is this your first time calling lawsuit? Let I may have your last name, surely. Okay. And may have your email address. Okay. That's okay. This is only for documentation purposes. Once you have an active email. Okay. We have it. All right. Thank you. And may have your phone number as well, in case.
14:00
Speaker 1
OK, my phone that I'm calling you on is my mobile phone. Because my home phone's not working right now, but I'll give you both numbers. The phone I'm on now is mobile, it's, it's 608-628-8564. My home number, landline, is 608-221-0901. Yeah. Yeah, we
15:00
Speaker 2
Get disconnected, I will be able to call you back. Okay. Yes. Mm-hmm. Um-hmm. All right, thank you. Right. Mm-hmm. All right, thank you. And, going back to your concern while my system is checking the hardware warranty and support of your Linksys router, have you tried turning off and on the Linksys router just to make sure it will and just to make it.
15:00
Speaker 1
It says on the back of the board internet. Yes. It's a big gray cable that's connected there. But it's blinking.
16:00
Speaker 2
sure at the back of the lens is outlet where it says internet port is that where your modem is connecting to using an ether net cable? okay. Okay. so there's a blinking light and have you tried pressing or resetting it to factory settings like. there's a reset button in it and have you tried like pressing and holding its reset button? Yes, you may try and just to set your expectation as well surely after the reset by pressing and holding the reset button on the router and if it's still the same it might be something to do with the router itself because I was checking here on my system. this router that you have has actually reached end of support an end of life. meaning it's already an obsolete device or model and it's no longer it's no longer receiving firmware updates and no more um maintenance on this router. so probably it's on its hardware and firmware itself. so rather i would suggest perhaps it's time to you to upgrade your router. i would suggest you can um i suggest you can contact spectrum so that they can provide you an exact model number that will work with their uh with their modem. so that's a better a best option for you to have or check what router that you can get with spectrum modem.
16:00
Speaker 1
They gave us that free of charge. I mean for the Modem but the router you think they carry those in stock that that we could get through them to be compatible. Okay, okay. Okay. Okay. Alrighty. That's what we'll do. Can you give me an idea of what these cost? Just a rough idea? Okay. Okay. Okay, okay. I appreciate your help.
18:00
Speaker 2
ice yes it would suggest to get an advice from them what model number of router that you can get from them or other model or other third-party data that they can recommend all right I do not have the visibility as much as I would like to give you surely but I would suggest you can get like a Wi-Fi 6 type of routers those are the latest one that has an up to date Wi-Fi security so that I can only recommend Wi-Fi technology
18:00
Speaker 1
I guess that's our next steps. you too bye bye.
19:00
Speaker 2
all right, that's great. And once again raquel chun thank you for calling sis, and have a wonderful day. Bye, bye.
19:00