V2 Rubric Detail — 8c541870-73b7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:39
Duration
28m 47s
Contact
Mark Nardela
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135124
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent abandoned the call without resolving the connectivity issue, provided no troubleshooting or escalation, used incorrect branding, and demonstrated no ownership or empathy. Despite the customer's detailed description of persistent outages and setup failures, the agent ended the session abruptly, forcing the customer to call back later. This meets the auto-zero criterion for call abandonment.

V1 Case Analysis

Customer with new MX2000 router cannot maintain internet or access admin interface. Agent misidentified brand, provided no troubleshooting, and ended call with incorrect advice.

Troubleshooting Steps
  • Requested model number (MX2000).
  • Asked for ISP name (Spectrum).
  • Asked irrelevant PPPoE questions (Spectrum uses DHCP).
Key Observations
  • Agent misidentified brand as 'Linux Technical Support' — a critical accuracy and protocol error.
  • No troubleshooting steps were performed despite clear technical issue description.
  • Agent asked irrelevant PPPoE questions for a Spectrum (DHCP) customer.
  • Factory reset advice was given post-call when the customer was not home, making it non-actionable.
  • No verification of basic steps (power-cycle, WAN status, admin login, firmware update).
Positive Highlights
  • Agent correctly asked for the router model number early in the call.
Agent Errors / Gaps
  • Brand misidentification: Agent stated 'Linux Technical Support' instead of Linksys, directly contradicting the KB and undermining credibility.
  • Failed to follow standard troubleshooting protocol: No power-cycle, WAN status check, admin login verification, or firmware update check.
  • Asked irrelevant PPPoE questions for a Spectrum customer (DHCP), contradicting the KB guidance for ISP setup.
  • Provided factory reset advice *after* ending the call, when the customer was not home, rendering it useless.
  • Did not collect serial number or confirm warranty status, missing critical support eligibility information.
  • Ended the call abruptly without attempting any resolution or setting clear next steps.
  • No actionable guidance was provided during the call, leaving the customer with no path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ended call without resolving connectivity issue or providing any valid outcome (troubleshooting, escalation, RMA, or education).
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting performed; agent only asked for model/serial and ISP before ending call.
R3 Not Met Correct resolution path conf 97%
Agent never confirmed warranty status or selected appropriate path (e.g., troubleshooting for new router issue).
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify specific symptoms (e.g., LED status, error messages) or ask targeted diagnostic questions about WAN/modem interaction.
T2 Not Met Appropriate tools / resources used conf 97%
No tools (remote session, admin UI, logs) used despite clear need for technical verification of connectivity failure.
T3 Not Met No misinformation conf 99%
Agent used incorrect branding ('Linux Technical Support') and provided contradictory guidance (ending call then offering reset instructions).
Communication
C1 Not Met Clear & professional language conf 96%
Agent abruptly ended call with 'I will now be ending our call' without clear transition, wrap-up, or maintaining control.
C2 Not Met Confirmed understanding conf 95%
Agent used inconsistent terminology, never confirmed understanding, and did not adapt to customer's confusion about PPPoE/settings.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; ended call and deferred resolution to future callback without effort.
O2 Not Met Proactive follow-through conf 96%
Only vague instruction to 'contact us back' given; no specific next steps, timeline, or ownership defined.
O3 Not Met Closure confirmation conf 95%
Agent treated interaction as new contact, re-asked for model/serial without referencing any prior troubleshooting steps.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Issue involved persistent outages requiring L1 investigation; agent abandoned call instead of escalating or continuing support.
E2 Not Met Escalation prep & handoff conf 97%
No escalation performed, so no execution of escalation path, details, or customer notification occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent offered no empathy or acknowledgment of frustration despite customer describing daily outages and repeated ISP calls.
X2 Not Met Tone & rapport conf 96%
Agent maintained scripted, disengaged tone and failed to adjust pace or style in response to customer's confusion and emotional state.
X3 Not Met Overall experience conf 97%
Customer repeated problem multiple times; agent added no efficiency and instead imposed burden of calling back later.
Call Transcript15 turns · 17 lines
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, 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.
00:00
Speaker 1
hey good morning you need good you What's going on? Not bad. How about yours? freaking this. Me too. I sucked on Saturday but it's been hot. I'm quitting this game. You too. yes I've recently purchased a uh a router and uh my internet keeps going out every day and the my internet provider told me to call you know they kept doing all their troubleshooting they couldn't help me out and they recommended me to call you another technical support center they said that none of their technicians had any idea how to fix my problem and they kept sending me through this whole troubleshooting process which told me to turn off my router turn them off then turn them back on just to test it to see if it worked um this is something that I've already done it's I've tried resetting uh several times and it still doesn't work when you're trying to set up your uh new router and you put in the new password and still it doesn't allow you to connect it says failed connection and it still doesn't want to let me in even though I'm supposed to remember my password I still can't get in. [silence]
02:00
Speaker 2
Hello. Hello, thank you for calling Linux Technical Support. This is Sharon. How can I assist you with today?
22:00
Speaker 1
shooting in that they basically said you got to call the router company and figure out what's going on. Sure. Let's see. I'll give you this. Let's see. What the model number? Model number is MX2000, and the serial
23:00
Speaker 2
I see. I do apologize to hear that. 130. But yeah, no worries. Let me assist you with this one and assist you with this. Right. Can you provide the model number and serial number of the Linksys router? Mhm. All right. Beep. [silence] Beep.
23:00
Speaker 1
Almost 12 straight nights. I go to try to stream TV and I have to call the internet provider and have them reboot my modem. And they've had somebody come out, they've replaced
24:00
Speaker 2
right, and how about the fail number? got it when did you observe - with regards to this connection that you have sir? that it goes on and off?
24:00
Speaker 1
The their modem may request, and they basically said it has to do with something with with this system. No, it was they replaced it because I was calling because of this problem. So, like five days in, six days into this, you know, after five and six nights of having to call every day, they came out. You know what I mean? Yes. Yes.
25:00
Speaker 2
I hear it. So they replaced their modem. And when they replaced the modem, sorry, did you upgrade it? I mean, lately, did you upgrade your subscribe speed also? All right. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. All right. So when you have a new modem, sorry, did you reset your firewall router or you just directly plug it in?
25:00
Speaker 1
My good, I don't know few seconds. It's three. I got the three pack. Spectrum.
26:00
Speaker 2
All right. Can you give the password, sir.Oh, right. Okay. So, here's the thing, sir. Since you mentioned that you have a new modem from your internet service provider, and also, may I know who is your internet service provider before we proceed? [silence] What do you mean the keypad or EDU.5728. Yes. I want, no, to add the PPPoE or the internet setting to the modem. Right. Now, since I cannot proceed to the step-by-step troubleshooting, I will now be ending our call. Have a nice day. Thank you and goodbye. [silence]
26:00
Speaker 1
Well, I'm not home right now. Okay, I guess I'll have to call when I'm home. Sure, Mark Nardella.
27:00
Speaker 2
You, you, you need to press and hold the reset button. And once, once you press that one, your router will go back to its default settings or factory settings. All the devices that are are connected to your, your router right now to your Wi-Fi will be disconnected, but you can use your old Wi-Fi name and password once it's is set, set up. Do you you want to proceed with this, this troubleshooting? Okay, well, if you need assistance with accessing the original recording, please let me know so I can provide further assistance.
27:00
Speaker 1
and it's Mark M-A-R-K dot Nardella M-A-R-G-E-L-L-A at Outlook.com. Okay, thank you. All right, you too. Bye.
28:00
Speaker 2
All right. Mm-hmm. at Outlook.com got it. All right. So I will take note of that one gear. Once you um get home you will contact us back so that you will reset or we will walk you through how to reset the router. All right. Alright. Thank you so much Officer and have a good one. Bye for now.
28:00