V2 Rubric Detail — 9a04406c-64e9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:29
Duration
5m 22s
Contact
614-632-4095
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately redirecting to ISP without any diagnostic effort, despite having tools and procedures available to isolate the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform even basic troubleshooting, incorrectly redirected the customer to an ISP/landlord without verifying the setup, and used confusing terminology throughout. The call ended with no resolution path, clear next steps, or demonstration of ownership. This constitutes avoidance of support duties, warranting an auto-zero under policy B.

V1 Case Analysis

Customer reports internet not working for a week. Agent stated Linksys device is not a modem without verifying topology or performing WAN troubleshooting. No model/serial collected. Advised customer to contact landlord/ISP without actionable steps.

Troubleshooting Steps
  • Stated that Linksys devices are routers, not modems.
  • Asked customer to identify ISP.
  • Asked customer to check where the Ethernet cable is connected.
Key Observations
  • Agent failed to collect product model, serial number, or topology details despite customer mentioning a Linksys-branded modem.
  • No basic WAN troubleshooting steps (power cycle, cable check, LED verification) were performed.
  • Agent repeated the same statement about Linksys not being a modem multiple times without advancing the call.
  • At [04:00], agent asked customer to check cable connection but did not interpret or act on the response.
  • Call ended abruptly without confirmation, recap, or resource sharing.
Positive Highlights
  • Agent correctly noted that some Linksys devices are routers only and do not include modem functionality (general accuracy).
  • At [03:00], agent attempted to guide customer to inspect physical connections, though it was not followed through.
Agent Errors / Gaps
  • Failed to gather essential device information (model, serial, topology) despite customer mentioning a Linksys modem.
  • Did not perform any diagnostic steps (power cycle, cable check, LED status verification).
  • Repeatedly stated the same fact (Linksys is not a modem) without progressing troubleshooting.
  • Misinterpreted customer's setup by dismissing possibility of a Linksys modem-router combo or gateway device.
  • Failed to confirm WAN connection status or guide customer through basic isolation steps.
  • Abandoned call without offering KB articles, email follow-up, or self-help resources.
  • Poor call control: allowed confusion, repeated unclear statements, and ended without closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent provided no resolution and told the customer to contact ISP/landlord without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed (e.g., reboot, cable check, LED status); jumped straight to ISP referral.
R3 Not Met Correct resolution path conf 90%
Agent failed to determine warranty status or attempt best-effort troubleshooting before redirecting to ISP.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No symptom identification beyond 'internet not working'; no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., remote diagnostics, admin login, speed test) despite clear need for WAN troubleshooting.
T3 Partially Met No misinformation conf 85%
Agent correctly stated Linksys is a router not a modem, but confused customer with 'AXIA' and 'Linch’s' terminology.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, agenda, or control; agent lost direction and allowed premature disconnection.
C2 Not Met Confirmed understanding conf 90%
Used unclear terms ('AXIA', 'Linch’s'), did not confirm understanding, and failed to adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent immediately deflected responsibility to ISP/landlord instead of owning the support process.
O2 Partially Met Proactive follow-through conf 85%
Told customer to call landlord/ISP but gave no timeline, follow-up plan, or commitment to reconnect.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy shown; ignored customer frustration and ended call without reassurance.
X2 Not Met Tone & rapport conf 90%
Failed to match customer's pace; repeated confusing statements without checking comprehension.
X3 Not Met Overall experience conf 95%
Forced customer to make additional calls (ISP/landlord) without attempting remote or self-guided troubleshooting.
Call Transcript10 turns · 11 lines
Speaker 1
Yeah, I was just calling because for some reason my internet hasn't really been working correctly for the past week.
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.linkesus.com. Please have your device serial number ready. For assistance, press 1 now. [silence] Hi, thank you for calling. This is G. How can I help you today? For? oh, the past week. So, my now. Yes, ma'am. Your internet is not working for the past week. So. Okay. My now, who's your internet provider, ma'am? So, sorry, my. Our Linksys device is not the provider. Do you have Spectrum or Verizon, AT&T or Comcast? I believe, ma'am, you are referring to your Linksys device. As I've mentioned, ma'am, this Linksys is your is not the main source of your internet. There is another main source of your internet that you need to locate for you to know AXIA.
00:00
Speaker 1
yes. No, that's the internet service. That's the internet service. Why five aexia? Yes. Yes, I am. No, my um, my modem is by Linksys, but my actual Wi-Fi, yes, it's called eXsia.
02:00
Speaker 2
Is that a brand name, ma'am? Okay. would say what's the name? Yes, what's. Sorry, just hold on, okay? You're calling from United States, right? Oh, Ma'am this HCL is not a, this is a device. And but it is not your modem. There is another device which is the main source of your internet.
02:00
Speaker 1
Yes, uh-huh, that's what it's called. No, the modem. No, the actual modem router like box is called Linksys. Linksys. That's what it says behind the box here. Uh-huh. I mean it's been working since February. Yeah.
03:00
Speaker 2
So your WiFi is description, yes, ma'am, that's the WiFi name but it's still not your modem, not your internet provider. Our Linch's our Linch's device, it's just a plain router, we don't have any modem router combination of device. Yes, but again, ma'am as I've mentioned, we our device is not a modem router, it's just a plain router, without a modem, without a main source of internet, this will not work. So we still have we really have to locate Can you try to check, ma'am? There's a cable at the back of your Linch's device. Check where is it connected.
03:00
Speaker 1
Once connected to the wall and once connected to the outlet part. I think it's like what an Ethernet, I believe is what it's called. Yeah. Yes, yeah, yeah. Uh-huh, I am. Yes. Hello. Yeah. You said it's possibly what?
04:00
Speaker 2
Okay, so you're connected directly to a wall. Okay, you are living on an apartment, ma'am. Mmm. Okay, so that means that the main source is not inside your house, but it's on... ... possibly... Mm. Yes, hello, ma'am. [silence]
04:00
Speaker 1
Yeah, let me just call them. No problem. Okay. Yeah. Okay. Perfect. Thank you. Okay. Bye.
05:00
Speaker 2
when you're able to ask your um landlord ma'am who is the internet provider because that's actually where we uh start the troubleshooting yes that's actually where we should start the troubleshooting so yeah just call us back if you already know who's your provider ma'am you're welcome ma'am
05:00