V2 Rubric Detail — 8db074bc-7f8c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 14:01
Duration
8m 22s
Contact
727-709-0417
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#EOS00137066
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-36.0)

V2 Grader Summary

The agent identified the E‑1200 as a legacy, unsupported device and suggested an upgrade, but provided no concrete troubleshooting or resolution. No systematic diagnostics, tool use, or ownership was demonstrated, and the call lacked empathy and clear next‑step timelines, leaving the customer's Wi‑Fi issue unresolved.

V1 Case Analysis

Customer unable to get internet on E‑1200 after ISP outage; agent identified device as legacy, offered reset guide and upgrade suggestion, customer declined further help.

Troubleshooting Steps
  • Confirmed router model (E‑1200).
  • Asked about power‑cycle; customer had already unplugged/replugged multiple times.
  • Informed customer the device is a legacy model no longer supported.
  • Offered to send a reset/re‑configuration guide and suggested a router upgrade.
Key Observations
  • Agent correctly identified the E-1200 as a legacy device no longer supported per KB (legacy_pre_2010_devices.md).
  • No diagnostic steps were taken to isolate whether the issue was with the modem, ISP, or router (e.g., direct modem test, checking WAN status).
  • Agent shifted to upsell without attempting basic troubleshooting steps such as factory reset or checking for firmware updates (though not applicable for this model).
Positive Highlights
  • Correctly identified the router as a legacy E‑1200 model and communicated support limitation.
  • Collected basic contact information (name, phone, email).
  • Offered to send a step‑by‑step guide for reset/re‑configuration.
Agent Errors / Gaps
  • Did not verify WAN connectivity by testing directly at the modem (per universal_isp_modem_diagnostics.md).
  • Failed to obtain the serial number after requesting it (transcript: 'May I have the serial number of your link sys ma'am' — not provided, not followed up).
  • Provided an upsell recommendation without completing basic troubleshooting.
  • Did not confirm whether the suggested reset guide resolved the problem before closing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concludes with recommendation to upgrade hardware and does not restore internet connectivity; no resolution or valid escalation occurs.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skips basic diagnostics like verifying modem status, checking WAN connection, or testing direct Ethernet — instead jumps to legacy status explanation without ruling out simpler fixes.
R3 Met Correct resolution path conf 90%
Agent correctly identifies E1200 as legacy (per legacy_device_support.md), explains lack of support, and recommends upgrade — the appropriate path for an end-of-life device with known compatibility risks after ISP updates.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only surface-level symptom acknowledged ('no internet after outage'); no follow-up questions to isolate cause (e.g., modem LED, device connectivity, WAN IP), and no logical progression to root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools: agent doesn’t guide customer to check router UI, run speed test, or inspect modem. Issue could have been triaged via myrouter.local or direct modem test but was not.
T3 Met No misinformation conf 98%
Agent accurately states E1200 is a legacy device no longer supported — consistent with KB guidance on pre-2010 hardware; no technical inaccuracies in that assessment.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks clear opening, transitions, or structured flow; long silences and abrupt topic changes indicate poor call control.
C2 Not Met Confirmed understanding conf 90%
Agent does not tailor language to the customer’s level, offers no comprehension checks, and uses vague statements (“I will send you the step‑by‑step guide”) without confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent does not take ownership of fixing the problem; instead suggests the customer call their son and ends the call without a concrete plan.
O2 Partially Met Proactive follow-through conf 85%
Agent promises to send a step‑by‑step guide, providing a next step, but no timeline or follow‑up commitment is given.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offers no empathy or acknowledgment of the customer’s frustration (“I will really suggest…”) and remains transactional.
X2 Not Met Tone & rapport conf 90%
Agent does not adjust tone or pace to the customer’s apparent confusion; the conversation is flat and unengaging.
X3 Not Met Overall experience conf 90%
Customer repeats information (serial number, model) and is left to seek external help (call son), indicating unnecessary effort was not reduced.
Call Transcript14 turns · 16 lines
Speaker 1
Uh, yes, I have a Linksys system wifi and last night my cable went out and when they brought it finally brought the cable back and online, my uh wifi here isn't able to connect to it's connected but it's not able to get internet. Spectrum. Yes. Let me see if I've got it here. Is it on the system itself? I'm looking at the bottom of the router. Silence.
00:00
Speaker 2
Okay. So, did they confirm that the Internet is working on their end? I see. May I have the serial number of your link sys ma'am and please? Yes, ma'am on the bottom of the uh router. It's labeled as an
01:00
Speaker 1
It's labeled what? I don't see it. You know, I see a little red reset button here. I wonder if I should press that? I do not see the DX. Okay. It's a black one. And uh all the lights are
02:00
Speaker 2
I will not, such a dress, ma'am. Do you have a white router, ma'am? Or a black with an antenna? Black ones. I see.
02:00
Speaker 1
Green. Two of them are are kind of flashing, sort of. But the third one is solid green.
03:00
Speaker 2
and where's it? do you see a model number?
03:00
Speaker 1
E-1200. Yes. [silence] 813. I'm I'm sorry. 727-709-0417. That's Pamela Moore. That's right. That's right. that's Pamela A Moore at hotmail.com
04:00
Speaker 2
So, will we wait for that, ma'am? May I have your phone number just in case we get disconnected? Mhmm. This is your 417. Got it. How about your first and last name? M-O-O-R-E, right? Mhmm. I see. How about your email address, ma'am? Thank you. Good. Your Linux device, ma'am, right after you lost internet connection last night, did you try to press any button? Yeah, but I didn't. It's my old Linux. And I don't know if that device could be my router wireless one. Anyway, so your email? My emails are all in the Linux. So I can't have dispense to that, Sorry. Okay. And I asked you about your on your draft, you said your image is mug145. Yeah. [silence] As I can see there, these are all [silence] Um, and what is your experience that time to you? Yes, I can see you on Skype sometimes, you played[silence]
05:00
Speaker 1
No, I didn't didn't hit the reset button, but I've plugged and unplugged everything numerous times. Yeah, I turned it off by my surge protector uh removed it everything.
06:00
Speaker 2
Like reset or WPS. Okay. Okay. By the way, ma'am, let me just inform you that this device, the 1200, this is already part of our legacy device, which means that we no longer provide support for this kind of uh for this model. But what I can do, ma'am is if you have, like, a different source of internet, like your 4G network or your mobile data, I can send you the guide on how you can do the reset and reconfiguration properly. [silence]
06:00
Speaker 1
No. No. Okay. All right. Well, it sounds like I need to call my son then. Okay. well, thank you for your help.
07:00
Speaker 2
Is there like an update from your modem, ma'am that they informed you that there's an update? No, because if there's an update, ma'am, then there's really a possibility that this router won't go online anymore because it's an outdated device. I see. Um, I will suggest, ma'am, I will really suggest for you to do an upgrade instead on your router. And just in case in the future there will be again a loss of Internet connection, at least your new device or your upgraded router will not be like this, like loss of Internet connection. And you have to redo it again. Anyways, uh, if you need assistance for your uh from your son, I will provide your I will send you the uh step-by-step guide, ma'am, so that he you will be able to help you.
07:00
Speaker 1
Oh well I don't think that'll be necessary. I don't think that's necessary. All right. All right. All right. Thank you. Okay. Yes. Thank you for your time. Okay. Bye-bye.
08:00
Speaker 2
Thank you. Okay. Got it. Okay. Yes, ma'am. Got it. Okay. Thank you so much for your time. You're welcome. Have a good day. Stay safe. You're welcome and above me.
08:00