V2 Rubric Detail — a2620a0a-7bdc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:24
Duration
10m 42s
Contact
Randy Fedell
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136592
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp2.14/5
Overall17.4% (-10.6)

V2 Grader Summary

The agent performed limited troubleshooting but critically failed by using fabricated terminology ('Xensis') and misdirecting the customer to contact their ISP for a customer-owned modem. The absence of a mandatory direct modem test and abdication of ownership left the issue unresolved, meeting criteria for auto-zero. The interaction demonstrated partial troubleshooting effort but was undermined by technical inaccuracies and poor customer ownership.

V1 Case Analysis

Customer reports intermittent internet loss on Linksys node after brief connection. Agent incorrectly diagnosed modem failure without direct testing, failed to collect product details, and advised contacting ISP despite customer ownership of modem. No proper WAN diagnostics performed.

Troubleshooting Steps
  • Verified Ethernet cable connections between modem and Linksys device
  • Observed no link indicator on Linksys WAN port
  • Reset the parent node
Key Observations
  • Agent failed to perform direct modem test (e.g., connect PC to modem) before declaring it faulty — violates universal_isp_modem_diagnostics.md Step 1.
  • Agent incorrectly advised customer to contact ISP (Optimum) despite customer owning the modem — contradicts KB guidance on customer-owned equipment.
  • No power-cycle of the modem was performed — a basic step missing from troubleshooting.
  • Agent did not collect product model, serial number, or warranty status — critical protocol failure for hardware troubleshooting.
  • Agent introduced irrelevant time zone discussion, adding confusion and no value [08:00].
  • Agent did not verify WAN settings or attempt manual configuration despite possible ISP-specific requirements.
Positive Highlights
  • Agent remained polite and apologized for the inconvenience.
  • Agent confirmed Ethernet cable connections and performed a node reset.
  • Maintained a calm tone throughout the call despite customer confusion.
Agent Errors / Gaps
  • Failed to follow proper WAN-diagnostic protocol: did not test modem directly with a PC as required by universal_isp_modem_diagnostics.md Step 1.
  • Provided materially incorrect guidance by directing customer to contact ISP for a customer-owned modem.
  • Omitted essential troubleshooting step: power-cycling the modem before concluding hardware failure.
  • Did not collect product model, serial number, or warranty status — a critical protocol failure for hardware support.
  • Introduced irrelevant and confusing information about Philippines time zones [08:00], which added no value to troubleshooting.
  • Did not verify WAN settings or check for PPPoE/VLAN requirements that could explain connectivity loss.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Issue not resolved; customer was told to replace modem or contact Optimum without confirmation of fault via direct modem test or successful resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent checked cables, performed loopback, reset node, and observed Linksys UI, but skipped essential direct modem test with speed check to isolate the fault.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly directed customer to contact Optimum for a customer-owned Arris modem and failed to attempt best-effort troubleshooting (e.g., direct modem test) as required by OOW standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (no WAN detection, missing X mark) and ruled out cables/loopback, but failed to ask about direct modem connectivity — a critical diagnostic gap.
T2 Not Met Appropriate tools / resources used conf 95%
Did not perform required direct modem test (computer-to-modem connection) to isolate ISP/modem issues, which is mandatory per KB guidance for this scenario.
T3 Not Met No misinformation conf 95%
Used fabricated term 'Xensis' and incorrectly instructed customer to contact Optimum to register a self-owned modem. These are materially incorrect technical claims that violated KB accuracy standards.
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained basic call flow but lost control during time-zone discussion and failed to set clear expectations or transitions for next steps.
C2 Not Met Confirmed understanding conf 90%
Used non-existent terminology ('Xensis', 'X on one'), did not confirm customer understanding, and failed to adapt explanations (e.g., did not clarify wireless cannot connect to wired modem).
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by directing customer to ISP/manufacturer without exhausting troubleshooting or offering follow-up support, despite the issue being within Linksys's diagnostic scope.
O2 Not Met Proactive follow-through conf 95%
Provided no concrete next steps or timeline — only vague suggestions to 'contact Optimum' or 'buy a new modem' without ownership or accountability.
O3 Not Applicable Closure confirmation conf 100%
Appears to be the first contact with no prior case history referenced in the transcript.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Hardware fault was suspected (modem port not functioning), but agent failed to escalate and instead provided incorrect resolution path (directing to Optimum for owned modem).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted or warranted beyond L1 efforts, but none were performed correctly to trigger escalation.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologized ('I really do apologize') and thanked the customer for patience and time throughout the interaction.
X2 Not Met Tone & rapport conf 90%
Failed to adapt communication to customer confusion (e.g., did not explain why wireless cannot connect to modem, did not check comprehension after key steps like loopback test).
X3 Not Met Overall experience conf 85%
Customer was asked to repeat cable swaps and loopback steps without efficient guidance; agent introduced unnecessary friction by not minimizing repetition or handling actions agent-side where possible.
Call Transcript18 turns · 20 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hi Randy. [silence] Yeah, so, is it better? Is this line better? It's the same? I'm sorry. Okay. [silence] Yeah, that's the Linksys Smart WiFi App. That that service is already stopped. Mhm. Yeah.
00:00
Speaker 2
Right here. No, but it's okay. I mean, no, it's about the same. Yeah. Hey, on this report, it says, you know, it says on the linky smart WiFi services it says stopped and then below that it says the interconnection IPv six is disconnected. It's funny though that we connected to Randy there for just about 30 seconds and then [silence]
00:00
Speaker 1
Okay. So ... Oh, the ... the ... you mean to say it ... it went ... it went blue, solid blue and ... Hmm. Yeah. Because the problem here, sir, is ... the ... the nodes are really not getting a signal from the modem. Okay? It's not getting ... Yeah. As you can see under internet ports, that is ... like an indication. Okay? That's where we check whether the cable is detecting the ... I mean, whether the ... the link ...
01:00
Speaker 2
We lost it. That doesn't make sense though. Did we were able to connect to for just a second for just a little bit? Yeah, it went solid blue and then it connected to my home network for just a little bit and then it then we lost it. So Okay.
01:00
Speaker 1
Xensis is detecting the modem so if there's no X that means uh there's no connection from the modem to the Linksys. So, it's not detecting the the connection from your modem. So, if if that is the case, we really we really won't get a connection. Uh we we don't have internet. Okay, and we've tried different cables already. So I don't know if it has something to do with the port on your modem. And can we try this by the way, sir? Can we connect um can we disconnect the ethernet cable from your Aeris? Disconnect it from the Aeris. Connect um that other end of the cable to the internet port of your Linksys. Okay. So one and to the internet and then one and to the Ethernet. Okay. It flounders. You can actually connect as long as the device is Ethernet enabled, if that supports Ethernet, we can. We can actually connect your. Yes, definitely. Yeah, that's why I asked you earlier, sir, if you have tried connecting.
02:00
Speaker 2
OK, OK, I got it. Shouldn't I - do I have to - can I not connect my phone directly to the Aris Or do I have to have a router? I can't connect any - like my computer or my phone directly to the modem. Because if we can't connect to the modem, that's - That would tell us if if it's the modem, right.
03:00
Speaker 1
No, no sir, because your modem is is a plain modem. It's wired. It doesn't have a uh wireless. Um, yeah, it doesn't have the wireless. It's not wireless capable, I mean. So you cannot connect your wireless device to it wirelessly. Only the router. Okay, so now we've we've tried the loopback, okay? That's what we call the loopback, one end of the cable from the uh internet, and then the other end to the Ethernet port. Can we check again the links this page, sir, if you still have it open? Yes. Try to look for the check marks. [silence]
04:00
Speaker 2
No, I mean, can I do it wirelessly? I mean, can I do it wirelessly? Ja.
04:00
Speaker 1
refresh the page first. We have an X on one. Okay. Okay. So, sir, as you can see, okay. It actually, Yeah, as you can see the ports are working on the linksys. Okay, so that has something to do with your modem. The modem port is not working here. Your Arris modem. When we plug in the cable back, I mean if we plug in the cable from your modem to linksys, the linksys is not recognizing it. It doesn't have any X mark. So it has something to do with your modem. We try different cables. So we even reset the parent node. So, yeah. So it has been isolated now. There's something wrong with the hardware. Your Arris modem. So you need to check this one back with Optimum. You need to contact Optimum for this. Because it has something to do with their modem, sir. It could be the port on
05:00
Speaker 2
OK. OK. OK. I need to what? Why would I contact Optum? I have my own modem.
06:00
Speaker 1
Oh, oh, I thought you got it from optimum. Oh, sorry. I see. I see. Okay. All right. Yeah, so, yeah, I see. I think yeah, is, yeah, from this point, sir, it's really the iris, which is the problem. So, yeah, that could be it. Yes, because some, you know, some electronic devices will.
07:00
Speaker 2
I have my own. The Aries is mine. No. If you rent, if you rent, I mean, they they charge you a rental fee and you could buy lots of modems by the time you end up paying the rental fee. So, I just have my own. I mean, I went to have my own. So, I'll probably just need to contact Aries or, or I could probably say at this point, I just need to probably go buy a new one. We had a big storm. I was on vacation and then we had a big storm while I was gone and maybe it. I mean, I don't have any other electronics that are damaged or anything, but maybe maybe that was damaged. I don't know.
07:00
Speaker 1
We'll will get affected. Even the links is it loses its signal once you once the there's power outage or something like that. yeah. No, sir, actually, I'm in the Philippines. Yes. We're, we're, yeah, we're, yeah, we're using the Eastern we're following the Eastern Standard Time. So we're open 8:00 a.m. to 11:00 p.m. Eastern.
08:00
Speaker 2
Right, right, yeah. Yeah. Are you on the East Coast or the West Coast? Oh, you're in the Philippines. Okay, because I thought it said call the support line, yet last night I tried calling and it gave me your times, but I think it used, I couldn't remember if it was Eastern time or or, uh, okay, all right, because I did try to call, I did try to call, um, about, the, I tried to call the company, see about the modem, but they were, I think they were, I mean, they were closed too by the time I got home last night, but I think they're on the West Coast. I still might [silence]
08:00
Speaker 1
Oh, okay. All right, well I really do apologize for this. Yes. So yeah, it, it, it could be that the port there on your Ares is already busted. So if, if it, if it can just fix with, with some reset or something like that, but uh I'm not too sure if this Ares has an uh reset something, but uh yeah, really not detecting, the lynx is just really not detecting your modem at all. Okay? All right. Okay. Not a problem, Herrāndy. Well, I.
09:00
Speaker 2
to try to be able to get a touch with them before the day is over. Okay. Well, you've been so kind and so helpful. I just, sorry we couldn't, we couldn't get it done. It much might just be a little bit of not, you know, a little bit weak enough or where it's not functioning, but it still was able to get a connection for just a little bit there. So. Okay. Right. Okay. Okay. Well, thanks so much for your help. I sure appreciate it. You've been, you've been great.
09:00
Speaker 1
Thank you, uh, thank you so much for your time and your patience working with me, okay? So once you have the, once you replace your modem, you can always give us a call back, okay? for, for us to set up the, uh, yeah. So you have a new modem, so you need to contact Optimum for that because I think they need to register that new modem. Okay? Thank you again. You have a great night, sir Randy. Bye now. Okay.
10:00
Speaker 2
Okay, thank you. Okay. Right. Okay. Thanks so much. I sure appreciate it. Okay. All right. All right, thanks a lot. Bye-bye. [silence]
10:00