V2 Rubric Detail — a541d8aa-817b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:05
Duration
16m 26s
Contact
252-258-4649
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to troubleshoot, provide technical guidance, or demonstrate ownership—collecting only basic information before the customer terminated due to time. Resolution indicators were Not Met due to no progress toward fixing the connectivity issue. Technical Accuracy indicators align with Assessment 3 (N.A. for T3 as no guidance was given). Communication, Ownership, and Experience indicators were Not Met due to poor call control, lack of adaptation, and unmet customer effort reduction. No critical failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer unable to get new MX55 EC router online; blinking red light; no troubleshooting performed; customer will call back tomorrow.

Troubleshooting Steps
  • Collected model and serial number
  • Asked about ISP and modem connection
  • Requested contact information (name, email, phone)
Key Observations
  • Agent provided no concrete troubleshooting steps for router internet connectivity or LED status interpretation.
  • Call focused entirely on information collection without advancing diagnosis or guidance.
  • Customer left without any validated next steps or self-help resources despite clear connectivity symptoms.
Positive Highlights
  • Polite greeting and professional tone maintained throughout.
  • Collected necessary contact details and confirmed business hours for follow-up.
Agent Errors / Gaps
  • Failed to guide the customer through basic router setup (power-cycle, Ethernet WAN connection, local UI access).
  • Did not verify modem status, WAN link, or LED state interpretation.
  • No clear troubleshooting plan or next-step guidance provided before ending the call.
  • Did not reference KB articles, default credentials, or self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call stating 'I’ll call back tomorrow' with no resolution provided; agent did not confirm issue resolution or offer alternative outcome.
R2 Not Met Diagnostic thoroughness conf 97%
Agent collected model/serial/ISP info but performed no diagnostic troubleshooting (e.g., power cycle, WAN connection check, router login) before concluding.
R3 Not Met Correct resolution path conf 96%
No resolution path determined: warranty status unassessed, no RMA suggested, no best-effort troubleshooting initiated despite out-of-warranty context (OOW standard violated).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked generic questions (model, ISP) but failed to identify symptoms systematically or link to root cause (e.g., modem sync, IP assignment).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (remote session, router UI, WAN diagnostics) despite clear need to verify modem-router handshake; relied solely on verbal description.
T3 Not Applicable No misinformation conf 90%
No substantive technical instructions or recommendations were provided, so accuracy cannot be evaluated.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no call framing, plan, or transitions; long silences and abrupt termination ('It’s so late. What time y’all open tomorrow?') indicate loss of control.
C2 Not Met Confirmed understanding conf 94%
Agent used technical jargon without adaptation (e.g., 'mesh network'), did not confirm understanding, and ignored customer confusion during model/serial repeats.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent collected data only and terminated call without commitment to follow-up, transfer, or next action; allowed unresolved issue to conclude naturally.
O2 Not Met Proactive follow-through conf 95%
No agent-defined next steps, timeline, or ownership; customer unilaterally decided to 'call back tomorrow' with no guidance from agent.
O3 Not Applicable Closure confirmation conf 90%
Transcript and Assessment 4 confirm this was the first contact with no prior case history referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation occurred, and the call lacked valid triggers (e.g., confirmed hardware fault, repeat unresolved issue, management request).
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation attempted, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent expressed no empathy for frustration/setup difficulty; terminated call with only business hours ('We’re open 8 a.m. Eastern...') and no acknowledgment of effort.
X2 Not Met Tone & rapport conf 94%
Agent maintained a one-size-fits-all tone despite customer confusion/fatigue; no adaptation of pace, style, or comprehension checks.
X3 Not Met Overall experience conf 96%
Customer repeated model/serial/email multiple times; agent did not reduce effort via summarization, confirmation, or streamlined input handling.
Call Transcript32 turns · 33 lines
Speaker 1
I am trying to get my Linksys set up. I got a new router, so I can't get it to connect. So I'm having a problem. [snoring] First time. [indistinct noise] What would the model number be? [indistinct noise] I see a serial number.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. This is Skar. How may I help you? [silence] Okay. Have you called Linksys before or is this the first time? [pronouns]: (Okay. So you have pooled links before, this is the first time.) Okay, can you have the model number and serial number of your router? [silence] Well, I'm going to create a record. [silence] Um, you can check it at the bottom or underneath the router. [silence]
00:00
Speaker 1
Oh, here's the model I've got the model number EMX MX55 EC 43 K10 M2 uh hold on a sec I'll make sure I turn my light on I can't really see what this hold on a second M2 8B is in boy 11312 That is correct.
01:00
Speaker 2
The, uh, can you have the serial number? Okay. And how about the serial number? Okay. Okay, that's 4 3 K for Kilo 1 0 M for Mary. And then that's 2 8 B for Brian 11312. Okay. And again, that's an M R, um, I'm sorry MX rather, M X.
01:00
Speaker 1
yes yes do you talk about blinking lights I oh there's I know there's one one two three four five yes I I I I I got existed mesh network the problem is I got a new router from from the the cable company and I can't pair it to the to the internet cake the router the best system is is not a the mesh system is not all I mean it it it was working on the old router but I can't get it paired to the new one
02:00
Speaker 2
Okay 55 EC right how many notes but this is it I know then how many nodes do you have you wear only this one so you already have an existing match network and you're just going to add this uh okay all right so it's okay also it you've got a new like [silence]
02:00
Speaker 1
Yes. Uh optimum. No. That's it. I just gave it to you. That's the main one. Blinking red. It's never, so should it be connected into the modem? I don't, it wasn't before.
03:00
Speaker 2
what's your ISP? okay. so, what's— dubs? okay so, the MX 55 EC, sir. is that the one connected straight to the optimum? okay. can I have also the model number of the device that's the one connected to the optimum, the main node? okay. what's the color of the— what's the color of the light of this one, sir? all right. um. before we
03:00
Speaker 1
No, I don't have either one of those. I bought this is my own personal modem. Wait, I'm sorry. You said from Optimum there's a what now? Yeah, I got the modem. So what about that one from Optimum? No, it's not connected. I thought it just connected wirelessly. It's never been connected. It's it's it's never been connected. It's actually connected to hold on a second. [silence]
04:00
Speaker 2
from optimum, sir. there's an optimum modem, and then there is another wireless router from optimum. so this is like a modem. Okay. Okay. That modem from optimum, it's connected directly to the MX 5, 500, or there is another device. Okay. Um, which one that is? [silence] [silence]
04:00
Speaker 1
Hold on. There's a cord here. Let me see what the cord, bear with me. So hold on one second. Maybe that's my problem. Oh, hold on. Yeah, it's connected. I'm sorry. It's connected to the modem. Yeah, it is connected to the modem. Yes. two five two two five eight four six four nine Marvin. Last name Maassian. Marvin, M-A-R-V-I-N marin
05:00
Speaker 2
And the one that was replaced is the modem. Okay. So can I have your phone number? Let me just complete your record. and how about your first name on last name? Your first name spelt as M-O-R-G-A-N. Okay. Can you spell
05:00
Speaker 1
MC KESSON, that email address is A as in Apple, A is an Apple, A is an Apple, N D A and A ND B as in Boy, G as in George.
06:00
Speaker 2
Spell it also your last name, sir. And how about your email address? Okay. Again, um, first one is you've got, um, three A's, right? Three A for Apple. And then N for Nancy, D for David.
06:00
Speaker 1
[KEEP_UNCERTAIN] You want me to give it to you again? One one three one two. What's that ma'am? What, what, what do you, oh, oh you're talking about my email. It's A A N D A A N, is so it's A N B cleaning 113 at msn.com.
07:00
Speaker 2
And then A for Apple and for Nancy and then another two A and then N D again. And what's the um, letter again after B for Brian? Um, yes sir, just the one after B for Brian. Okay, at, uh, your email, sir. Yes. At MSN.com, right? [silence]
07:00
Speaker 1
Yes. No. Two A's. No. A-A Okay, let me do it. You ready? Apple, apple, Nancy, dog, boy, cat, Larry, Ed, apple, Nancy, it, Nancy, George, 113@msn.com.
08:00
Speaker 2
So let me just got a correct just check if I got it correctly again sir. [silence] That's AAA and then n to ace. Mm-hm. Yes. [silence] One one three right? At .com thank you. Okay. All right. Um, again sir, just to verify the modem from Um optimum. It's connected. [silence]
08:00
Speaker 1
Yes. Come on. Yes. Yes, correct. That's correct. Hold on one second. Let me get back over there. Four years. Okay. What were you asking me about the modem? There's only one light on, which is power.
09:00
Speaker 2
I had this. MX 55 EC.
09:00
Speaker 1
A-L-T-I-C-E A-L-T-E. Is that going to be the MID number or which one? Hold on. It's very small writing. Let me. I don't see a model number. [silence] A-L-T I-C-E.
10:00
Speaker 2
used to the model and the model the brand and the model of your modem if you have that on the device? And how about the model number? The model number of this altus. Spoken again: "a l t e r". Right.
10:00
Speaker 1
Here's the MO number, that it? [silence] You ready? [silence] 23. [silence] No, I'm sorry. Let me start over. 26. [silence] Man, that's mall. [silence] Let me start over. [silence] 263-4900, 1447-02L2P. [silence] By my internet service provider. [silence] So, what is the problem? Why is it not connecting it?
11:00
Speaker 2
The fee Yes. Yes it is very Umelta provided Uh did you did you bought this modem sir or? This is given to you by your internet service provider Um did you already
11:00
Speaker 1
Yeah, but I've got internet service at my home. It's just the the standard. Yeah, there's
12:00
Speaker 2
There are some possible reasons that the settings right now on your router, it's not communicating to your modem. Or it could be that the modem, it's not yet properly set up that it's been recognized by your Internet service provider since the light on the router, or modem rather, is still just the power, right? The modem that okay. The modem that you have is that the black, the color.
12:00
Speaker 1
Yes. I'm assuming. No. It doesn't have you know it's not on. So is this something I just need to call them to come and set up? Yes. It's working. I mean I'm looking at TV now through the internet. Nice.
13:00
Speaker 2
and that modem that you have is it also wi-fi and the light on the internet is not on on your modem right um yes when you connected the modem did you run the set-up did you set up the modem then you Do you have a computer? Maybe a tablet or an iPad? Because we need to check, ma'am. Why is it that the modem that you have is only
13:00
Speaker 1
I'm online but in other words, when I'm on my, I'm, I'm on my phone right now. and let me go to the internet. so I'm on my phone. and I can connect to the internet. it's a weaker signal, but I can connect. what do you mean? Verizon, Verizon, Verizon. uh-huh. uh-uh.
15:00
Speaker 2
power. That, let's see, it would be, like, if it is modem, sometimes it could be, like, um, internet, or it could be, like, online. Um, in the front of your mom. Okay, go ahead. Mhm. What's the name of your network, sir? Like, your phone. Where is it connected to the wi-fi? is Verizon. Where is that connected, sir? Is that on from your modem? You said it's Optimum, right? [silence]
15:00
Speaker 1
Yeah. I tell you what I'm gonna do, ma'am. It's so late. What time y'all open tomorrow? Okay, I'll call back tomorrow, okay? Thank you so much.
16:00
Speaker 2
We're open 8 a.m. Eastern time, sir, until 11 p.m. Eastern. Okay, you're welcome.
16:00