V2 Rubric Detail — 9dcf79a4-668e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 18:43
Duration
5m 31s
Contact
Nathalie Randall
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133280
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA6350
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all diagnostic troubleshooting, falsely declared the device unsupported, and dismissed the customer without attempting any resolution path.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly claimed the router was unsupported due to age and Wi-Fi generation, and dismissed the customer with a vague recommendation to buy new hardware. No tools were used, no empathy shown, and no escalation offered despite a clear symptom (direct modem connection works). This constitutes a complete avoidance of support responsibility.

V1 Case Analysis

Customer reports no internet via router; direct modem connection works. Agent confirmed device is out-of-warranty first-gen model. No troubleshooting performed. Advised upgrade due to alleged Wi-Fi 7 incompatibility — technically inaccurate. No KB articles or self-help offered.

Troubleshooting Steps
  • Collected serial number and customer name
  • Confirmed ISP is Spectrum
  • Asked if internet works when connecting directly to modem
  • Asked about VPN usage
  • Checked warranty status and informed customer it is expired
Key Observations
  • Agent failed to collect or confirm the product model number, relying only on serial number to infer it's a first-gen device without verification.
  • Agent provided materially inaccurate technical information: claimed Wi-Fi 4/5 router cannot work with Wi-Fi 7 modem, which is false — modem Wi-Fi generation is irrelevant when router is in use; only WAN/bridge mode matters.
  • No actual troubleshooting was performed despite customer describing a clear WAN connectivity issue.
  • Agent did not offer any self-help resources, KB articles, or actionable steps beyond purchasing new hardware.
  • Call was inefficient due to long pauses and administrative delays, but not excessively looping — flow was linear if incomplete.
Positive Highlights
  • Collected customer name (Melanie Randall) and serial number accurately, despite ASR artifacts in initial reading.
  • Confirmed ISP (Spectrum) and gathered basic environmental context including direct modem connectivity behavior.
  • Clearly communicated that the device is out-of-warranty and no longer supported, setting accurate expectations around free support eligibility.
  • Maintained a generally calm tone and did not interrupt the customer, allowing them to describe the issue fully.
Agent Errors / Gaps
  • Failed to collect or confirm the product model number despite needing it for accurate support.
  • Did not perform basic troubleshooting steps such as power cycling the modem and router, checking LED status, or testing WAN connectivity.
  • Provided materially incorrect technical advice: claimed Wi-Fi generation mismatch between router and modem prevents functionality, which is not supported by networking principles or Linksys KB.
  • Failed to clarify whether the modem is in bridge mode or acting as a router, a critical factor in double-NAT or WAN issues.
  • Did not offer any self-help resources, KB article links, or alternative support paths such as the online chatbot or community forums.
  • Allowed call to close without confirming any next step or follow-up action, leaving customer with no resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent suggested buying a new router but provided no resolution, troubleshooting, or valid escalation for the existing device.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps (e.g., power cycle, cable check, LED status) were performed despite customer describing a clear symptom (direct modem connection works).
R3 Not Met Correct resolution path conf 95%
Agent refused assistance due to warranty status and claimed the device is unsupported, violating OOW policy requiring best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent skipped root cause analysis, did not ask about WAN/LED status, and falsely attributed failure to Wi-Fi generation mismatch without evidence.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., local access, firmware check, logs) were used or suggested, even though router status could have been verified.
T3 Not Met No misinformation conf 94%
Agent incorrectly claimed the router is 'only WIFI 4 to 5 capable' and that no support is provided for first-gen devices — contradicts KB guidance and product reality.
Communication
C1 Not Met Clear & professional language conf 91%
Agent lacked call control, provided no agenda, and ended abruptly after a generic recommendation without confirming understanding.
C2 Not Met Confirmed understanding conf 90%
Agent used scripted corporate language without adapting to customer’s technical level or checking comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent disowned the case by citing warranty and discontinued support, offering no follow-up or ownership.
O2 Not Met Proactive follow-through conf 92%
No specific next steps, timelines, or follow-up commitments were given — only a vague suggestion to purchase new hardware.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Agent failed to escalate despite no troubleshooting and a potentially resolvable issue — escalation was warranted.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation was attempted, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy, did not acknowledge frustration, and maintained a dismissive, transactional tone.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to customer’s pace or emotional state; continued with scripted responses despite customer’s uncertainty.
X3 Not Met Overall experience conf 92%
Customer had to repeat serial number and email; agent created unnecessary effort by not leveraging available information efficiently.
Call Transcript12 turns · 12 lines
Speaker 1
Welcome support. Hi. I was just on the phone with my internet provider and my, my router is not working. Oh.
00:00
Speaker 2
Welcome to Lenoxus 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.Lenoxus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products [silence] Paid Please have your devices 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. [silence] Hi, thank you for calling Lenoxus technical support. This is Rio. How can I assist you for today? [silence] Oh, um,
00:00
Speaker 1
I know Duval. no [silence] yeah. I don't see it. I can't read it is it? Uh, 14Y 3 0 J 0 1 7 2 0 6 4 0. I think so, but I'm not sure. No.
01:00
Speaker 2
Oh, yes, you experience no internet, ma'am? Uh, ma'am, if I may as prior to calling us here, did you experience network outages or power outage so far? Okay, so just the Linksys device disconnects to your network, is that correct? Okay. May I know what's the serial number for your Linksys device, please? Thank you. Is this the first time you called Linksys? [silence] All right. Guess, but if by chance, like you call us like more than a year ago or recently? Okay. Then if that's the case, ma'am, I'm just going to create first a quick record for you so that we could be able to proceed. [silence].
01:00
Speaker 1
Okay. Melanie Randall. What else did you need? Sorry. R- A- N- D- A- L- L. M- E- L- N- R- A- N- D- A- L- at Gmail. Spectrum. Yeah. Okay. [silence]
02:00
Speaker 2
Add your first name and last name. [silence] Sorry, that's Randall or Randall. [silence] Okay, perfect. Got it. About email address. [silence] And lastly, ma'am, again, who's your internet service provider? [silence] Can you give me at least 2 to 3 minutes? Let me just fill in everything first in the system before I proceed. Yeah. [silence] Phone [silence]
02:00
Speaker 1
no, I don't know how to do that. yes. yes. and it works if I plug my VPN, my computer directly into um the router or the modem. It doesn't work through the router. yes. yes. I have no idea probably awhile. [silence]
03:00
Speaker 2
Did you not like upgrade it your modem somehow?
03:00
Speaker 1
No, it's a work router. I work from home. Whatever they gave me is what I used. Yeah. [silence] Yeah. Uh-huh.
04:00
Speaker 2
okay, so, this is a work round. It was issued by the company all right, so madam, i was able to create the record for you in the system. However, based on the record here, the warranty of your products is already been expired. Now, just to set proper expectation, throughout warranty devices, we no longer provide free technical assistance. And aside from that, I found out also that the router that you have is for our our first generation routers, meaning to say, aside that we no longer manufacture this device. We no longer also provide any technical assistance for this router. The reason for that is because even if we try to troubleshoot your router, there is a tendency that it might not work anymore, because uh you have already upgraded into Wi-Fi 7 modem. Well, the router that you have is.
04:00
Speaker 1
Okay, all right. Okay. No, that's it. Thank you. You can stay.
05:00
Speaker 2
You're only Wi-Fi 4 to 5 capable. So there is already a conflict on that. Now I recommend you can try to upgrade to a higher version, or you can try to check other routers. Already Wi-Fi 7, okay? All right. Anything else I can assist you with? Yes, aside from this. Thank you so much, ma'am, for your time. And you have a nice day ahead. Bye bye for now.
05:00