V2 Rubric Detail — 98f2328a-6451-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:21
Duration
12m 35s
Contact
James Hakes
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132862
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all meaningful troubleshooting, failed to use available tools, and immediately shifted responsibility to the ISP without verification, constituting a critical failure in technical support protocol.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any basic diagnostics, incorrectly assumed the router was functioning based on unverified system status, and directed the customer to the ISP without taking ownership. Despite partial technical accuracy in acknowledging ISP outages as a possible cause, the complete lack of troubleshooting, empathy, and customer guidance results in an unresolved case and meets the Avoidance/Evasion auto-zero criterion.

V1 Case Analysis

Customer cannot see Linksys Wi-Fi; router shows online but no internet access. Agent verified router status online, identified ISP as Cox, and advised customer to contact ISP for outage check. No on-site troubleshooting performed.

Troubleshooting Steps
  • Verified router status in internal system (online)
  • Identified ISP as Cox
  • Concluded likely ISP outage
Key Observations
  • Agent correctly interpreted that a router showing 'online' in the system but not providing internet likely indicates an ISP issue [06:00–11:00].
  • No on-site troubleshooting steps (e.g., power cycle, SSID check, WAN link verification) were performed or advised.
  • Agent failed to confirm whether the customer could see the SSID or attempt local router access via myrouter.local.
  • Minimal empathy or acknowledgment of customer frustration; communication was transactional and lacked pacing.
Positive Highlights
  • Correctly identified the router model (MR8300) after customer provided two serial numbers [03:00–04:00].
  • Verified router status in the system as online, which is a valid data point for diagnosing ISP vs. router issue [06:00].
  • Accurately concluded that if the router is online but no internet is available, the issue likely lies with the ISP [09:00–10:00].
  • Did not provide materially incorrect technical advice (e.g., wrong URL, reset procedure, or pairing method).
Agent Errors / Gaps
  • Failed to perform or advise basic on-site troubleshooting (e.g., power cycle modem/router, check WAN link, verify SSID broadcast) despite customer confusion [07:00–08:00].
  • Did not confirm physical access to the router or ability to check LED status.
  • Did not verify whether the customer could access the router locally via myrouter.local or 192.168.1.1.
  • Did not collect or confirm warranty status despite initial warranty script and serial number provided.
  • No case creation or documentation mentioned, violating case management protocol.
  • Provided no self-help resources (e.g., KB article, email follow-up) beyond advising to call ISP.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded issue was with ISP without restoring connectivity or confirming resolution; customer left without internet access.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, cable check, LED status, local login) performed before blaming ISP.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to 'call ISP' without verifying router functionality, warranty status, or attempting basic diagnostics appropriate for any product status.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask about physical setup, LED status, or recent changes; skipped logical diagnostic sequence and assumed root cause without evidence.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied solely on unverified internal system status; did not use remote tools, local login, or guide customer to test WAN/LEDs despite available methods.
T3 Partially Met No misinformation conf 95%
Agent correctly stated that ISP outages can prevent internet access, but incorrectly asserted router was functional without verification.
Communication
C1 Not Met Clear & professional language conf 94%
Agent provided no call framing, structure, or transitions; interaction was reactive and disorganized.
C2 Not Met Confirmed understanding conf 95%
Agent used technical assertions without checking understanding; customer expressed confusion but agent did not adapt or confirm comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by directing customer to ISP without taking ownership of the diagnostic process or offering follow-up.
O2 Not Met Proactive follow-through conf 95%
Only next step was 'call Cox' — no timeline, no actionable steps on Linksys side, no offer to re-engage.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite lack of diagnostics and unresolved issue; decision not to escalate was premature and unjustified.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, did not acknowledge frustration, and remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Agent maintained flat tone despite customer confusion and silence; did not adjust pace or style to customer’s emotional state.
X3 Not Met Overall experience conf 96%
Agent added effort by requiring customer to contact ISP instead of performing basic checks that could have resolved the issue on the spot.
Call Transcript24 turns · 25 lines
Speaker 1
. Okay. . Yes. Can I get assistance getting back on my Wi-Fi?
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 depending on your issues. 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
the serial number yes I I have that yes it's uh 14 X actually that X could be a Y also uh 1 0 6 0 5 5 0 0 2 5 5 oh wait a minute now I have Uh wait a minute I have two of them listed here uh I don't know okay yeah I think I got a new one okay yeah
01:00
Speaker 2
serial number of your links is yes. Okay, let me verify. I guess you are looking for again, the serial number is 1 4x 1060. let me verify first the one you provided, the serial number you provided, 1 for.
01:00
Speaker 1
that Okay. 14, either a Y or an X. Yeah. 10, it is an X. Okay. 106-0-5, 5-0-0-2-5-5. If it's not that one, I've got another serial number that may be a newer model. Do you want that one? Right. Uh, yeah, but I'm wondering why I've got this other serial number. Okay. Well, let's try that one. Yeah.
02:00
Speaker 2
Xit's an exact... mm-hmm. Okay. This uh linksys. Hold on. The serial number you provided belongs to your Linksys router model EA 6100. Is that correct? Uh what's the other serial number you have? Is it?
02:00
Speaker 1
2 9 a different model it looks like uh it's a 29 V. the 11 M. 2 C. A. 0 6 seven seven five. Could be that I bought a newer model there or something. I think I did. M. R. The 1.1 correct. Um, you know what? I'm not sure. I'm gonna.
03:00
Speaker 2
The same linksys product. Mm-hmm. Hmm. All right. So this uh serial number corresponds to your linksys router model MR8300. So that's your new router now? Or the EA6100. I think this.
03:00
Speaker 1
I think this is the newer one. Yeah yeah Yeah the old the old one that I had couldn't take too many devices so I went and got a a better model. Mhm. So so it's the 29V one then. Yes. Uh now Mhm. okay. Okay. James or Jim Hakes H A K E S H A K E S.
04:00
Speaker 2
you're not sure. Yeah, this is the newer one because the the a Yes, alright. So you have yes, the MRA 3002-33. we proceed. So I'll create a first a record for you. What's your name? James Hakes, H-A-K-E-S. Yes. Hake's. James Hake's. Alright.
04:00
Speaker 1
Correct. The email is lifeline, men at cox.net. Correct lifeline men at cox.net. Right. L-I-F-E L-I-N-E-E-M-I-N lifeline men.
05:00
Speaker 2
yeah.
05:00
Speaker 1
Correct. A Cox. Mhm. I. Huh. Yeah, I think Cox may have gone down. Uh. Yes. Yes. That's what I. Right. Uh, when I'm. Really.
06:00
Speaker 2
I n. Very well. So James who's your internet service provider? Uh box. And you mentioned that you don't have internet. Yes, because maybe there's just internet service interruption or outage on your Cox because because uh I'm looking upon uh your router system status, it's showing that your router is online, which means it's uh connected. So maybe the reason you can't
06:00
Speaker 1
Okay, when I, on my, on my, on my computer, when I click on the, uh, internet icon, it says available, not connected. Now, when I hit, uh, the available button, uh, and it gives me a list of all the Wi-Fi that are available, the Linksys does not show up. See what I'm saying? Yeah. Uh, here, here's, here's, yeah, Here's what happened. Uh, when I clicked on it, it said, uh, I had a task that had already been running.
07:00
Speaker 2
Yeah. Yes. The status is showing online. So maybe you're router. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Um, your wi-fi name is? We me or why? Do you see the wi-fi name why?
07:00
Speaker 1
I had to do and it said to connect with my browser. So I clicked on connect with my browser and a thing came up for me to download the Linksys app, which I wasn't I'm on my laptop, not my phone. So I went on my phone to try to download the Linksys app and it wanted me to name it. So I named it Um, uh, Why me. Yes. But I didn't have a chance to use it. It wouldn't do anything. See what I'm saying? Yeah. Now where it says not connected, when I click on that, it says Linksys not connected. Say what? Oh, uh. [silence] Okay. Uh. [silence]
08:00
Speaker 2
what
08:00
Speaker 1
[silence] Why would it do that? I've had this a long time. [silence] So, so that or my question should be, [silence] So, do I have to call? So I have to call Cox to get that reconnected or [silence] How do I get it reconnected? [silence] But it's not. [silence]
09:00
Speaker 2
your linksys is not connected to your internet provider or it's not getting any internet supply from your Roxy modem it's not your router it's your internet service provider it could be that there is an internet service interruption from your internet service provider so that's why your router is unable to No you have you have your router is already showing on online status so it's connected um if you cannot access your internet
09:00
Speaker 1
No. No. It says not... Yeah... there. Hold on. Let me... It says no, it's... Okay. Hold on now. When I click on the icon to find out if my internet is connected, it says no internet access. Connections available. Yeah. So I'm... Oh, I gotcha. Okay. So
10:00
Speaker 2
it's if it only means are you cannot access your internet when you open up web browser then how did you how was you how were you able to right so that's what I mean that's what I mean your router is already is already connected but it's not letting you access internet because it is the your internet service provider that has no internet connection it's not your router it's your modem your internet service provider so you will have to check if there's an outage on your internet service provider
10:00
Speaker 1
ah, okay okay so so I will have to call Cox I see I see okay I gotcha okay I gotcha okay so I'll uh uh call Cox and see if they can reconnect me I guess
11:00
Speaker 2
there or it's case and uh internet service interruption under part because your router is connected it just won't uh let you access the internet because it's not the uh host of internet it's your internet service provider which supplies you internet. So so once yes so once uh your cox uh check that are get the connection back online then uh automatically you could uh connect or access your internet. So your router is working fine? It's connected? Because if your router is disconnected it will show on our system that it's offline. But it's showing here that it's online. Hmm all right? Okay. If there have an outage yes. [silence] Check the internet connection. Yeah. You're welcome. And thank you also for calling linksys James and in case there's any issues with your router, you can call us back. You're welcome. Thank you for calling linksys again. Yeah, take care James. Have a great day and good bye.
11:00