V2 Rubric Detail — 938a06e8-698c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 14:06
Duration
7m 26s
Contact
Gustavo Carrasco
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Guillermo Beniga
HappyFox Case
#GI00009646
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall59.8% (+5.8)

V2 Grader Summary

The agent demonstrated ownership and communication skills but failed to conduct any meaningful troubleshooting or utilize available tools. The issue was not resolved, and no progress was made toward diagnosis, leaving the customer to call back later. While escalation was not needed, basic remote guidance could have advanced the case, making this an unresolved interaction with missed opportunities.

V1 Case Analysis

Customer reports router Wi-Fi not broadcasting (solid blue LED but no SSID visible). Serial # D10M26D05818, phone 830-776-1724. Ticket #9646 created. Customer advised to call back when at home for diagnostics/replacement.

Troubleshooting Steps
  • Asked about LED status (solid blue)
  • Asked whether Wi-Fi SSID is visible
  • Collected serial number and phone number
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power cycle, cable verification, Wi-Fi broadcast settings check)
  • Product model was never identified, and warranty status was not explicitly confirmed (though inferred as out-of-warranty)
  • Resolution relied solely on a callback without providing immediate actionable steps or self-help guidance
Positive Highlights
  • Collected serial number and phone number accurately
  • Created a ticket and documented the issue for future follow-up
  • Maintained a polite and professional tone throughout the call
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps (power cycle router, verify WAN connection, check Wi-Fi broadcast settings)
  • Did not collect or confirm the product model number
  • Did not explicitly confirm warranty status before discussing replacement (though inferred as out-of-warranty)
  • Provided only a vague next step (call back) without interim guidance or self-help resources

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; customer was told to call back when at home with no troubleshooting performed.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted (e.g., power cycle, cable check, LAN test); agent only asked about LED status and Wi-Fi visibility without guiding customer through actions.
R3 Partially Met Correct resolution path conf 92%
Agent correctly indicated that a replacement could be considered after verifying defect, but failed to attempt any best-effort troubleshooting (e.g., firmware check, admin login) even though the device may be in-warranty or out-of-warranty — support should still guide through basic steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the solid blue LED and lack of internet, and asked if Wi-Fi was visible, but did not ask about physical connections, modem status, or perform logical diagnostics like suggesting a LAN connection test.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not reference KB, suggest accessing http://myrouter.local or http://192.168.1.1, or recommend checking firmware; skipped standard diagnostic tools despite issue being remotely diagnosable in part.
T3 Met No misinformation conf 98%
Agent correctly stated that solid blue means the router is online and that replacement requires proof of defect — both factually accurate per Linksys guidelines.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic control and collected information, but did not set expectations about next steps beyond 'call back when home' or explain why on-site presence is required for troubleshooting.
C2 Met Confirmed understanding conf 95%
Agent used simple, clear language, repeated for confirmation, and adapted to customer’s non-technical phrasing (e.g., 'router or routes') without confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a ticket, captured contact details, and committed to retaining notes — showed ownership without transferring or abandoning the case.
O2 Met Proactive follow-through conf 96%
Agent clearly set next step: customer to call back when at home; noted that record will be saved to avoid repetition — realistic and communicated.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted at this stage — agent reasonably determined that further action requires customer to be on-site, and decided to defer resolution attempt until then.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required — customer had not yet performed basic troubleshooting or returned home.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, used empathetic phrases ('don’t worry'), and closed courteously — maintained professionalism despite unresolved issue.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, used accessible language, and confirmed understanding through repetition — kept engagement despite limitations.
X3 Partially Met Overall experience conf 91%
Agent reduced future effort by creating a ticket and noting details, but required customer to initiate another call instead of offering remote guidance (e.g., check cables, reboot) that could have been attempted even from work.
Call Transcript13 turns · 14 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 products, paid support may be available depending on your issue. To hear more about your service, 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
Good morning. This is: Gustavo. Ma'am, I'm having trouble with one of my routes or with my router. I've reset it. I've contacted my internet provider and everything is good on their end. Um I reset both, you know, devices. Uh blue light is on. Um I tried all last night and I wanted to see if uh maybe I can get like a new replacement or I bought it two years ago. Yes, serial number is 50.
01:00
Speaker 2
Thank you for calling Nixus. This is May. How can I help you? One second. Mm-hmm. Hi, how can I assist you? I'm Uh-huh. three years ago. I see. Can I have the serial number?
01:00
Speaker 1
d as in David 1-0 M as in Mary 26 D as in David and then 05818. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Does someone is connected to the to the modem? Right, the main um router. No, when when I try to like um like connect my TV or connect the iPad. It won't it won't like uh says unavailable. Uh huh. Uh-huh. Okay. And that one's blue, and it's a solid blue. Yeah. No. So no internet connection. So, uh, yes. I've done that. I've clicked it, and I put the password, but it just doesn't connect. Like, it just stays, [silence] um, [silence] you know, on your phone you can like
02:00
Speaker 2
sure, don't worry the linkseys router, can you tell me what's the light status of the main one, the one that disconnected wire to the modem, what's the light on top. Is it just staying solid blue because solid blue means it's working fine. Is it like your concern is about dropping of internet, not no internet connection. Okay. Can you still see your Wi-Fi broadcasting? Is it still visible? Can you see it on the Wi-Fi list? Is it showing incorrect
03:00
Speaker 1
no, it just doesn't, nothing shows up. the PC is unable to connect. Hmm. I do not. Could I have a laptop? No, I haven't done that. I'm not at home right now. I just left home. I'm at work.
04:00
Speaker 2
unable to connect? Unable to connect. What's the error message? Okay. But you said that you tried to enter the password, but it's not connecting. Is it showing unable to connect or incorrect password? Unable to connect. Okay. Got it. So you have a computer that can be hardwired. You don't have a computer. Okay. Laptop is fine. Can you connect the laptop to the Wi-Fi? Or is it also showing unable to connect? [silence]
04:00
Speaker 1
It would have so I have to be at home, okay, okay, okay, yes, yes, and Gustavo Carrasco, it's it's spectrum and they also did, they also did like I was, I called last night and they did like. [silence]
05:00
Speaker 2
Hmm, you're at work, I see. Because regarding the replacement that you're asking with, yeah, you really need to be at home because for us to grant the replacement, we need to deem the device defective first. And don't worry, if ever it's proven that the links is not really working, uh, we will gonna replace it. All right? So, just give us a call instead once you're available. Is this your active email address? Um, uhm device's registered under to Gustavo.com, is it still active? Okay. What's your first name and last name, just to complete your record? Okay, and who's your internet service provider? Uhm offers?
05:00
Speaker 1
I guess I can update or something and then she told me the and I did the same thing. I I turned it off. I you know reset it and everything and he was able to see from his end that there there's internet. Because the only thing is that I don't we don't own that that router so I can't be able to tell you if it's if it's the router or not but on the modem is showing that it's online and that there's internet. Mhm. Yes. Aha I'm sorry. Okay.
06:00
Speaker 2
They're right, mhm, mhm, mhm. Okay. All right. So yeah, uh, there were troubleshooting steps that needs to be performed to your uh, with your links justified. So, once you're at home, can you give us a call and no worries, I already created a ticket here. If ever you'll call back, just provide your phone number and we will just pull up your record here. Okay? And is this your phone number? 8307761724.
06:00
Speaker 1
Yes. Uh-huh. To repeat. Perfect. Thank you. Bye.
07:00
Speaker 2
9646. Is that correct? Okay. All right. And I will also put a note here regarding the issue that you shared with me so that you don't have to repeat yourself explaining again once you call back, okay? All right. You're welcome. Thank you again for calling Gustav. Bye for now. You take care.
07:00