V2 Rubric Detail — a677d048-68cc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:12
Duration
8m 18s
Contact
Dan Boadwine
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp1.79/5
Overall24.2% (-3.8)

V2 Grader Summary

The agent failed to conduct any substantive troubleshooting or provide technical guidance, resulting in no progress toward resolution. While ownership was maintained and a clear callback was scheduled, the lack of diagnostic effort, continuity with prior support, and failure to reduce customer effort led to an unresolved outcome.

V1 Case Analysis

Customer reports new Linksys router cannot obtain internet with ARRIS SV8200 modem. Agent provided incorrect admin URL (192.1.168.1.1), performed no troubleshooting, and scheduled callback for Tuesday 10 AM EST without resolution.

Troubleshooting Steps
  • Confirmed modem model (ARRIS SV8200)
Key Observations
  • Agent provided incorrect router admin URL (192.1.168.1.1) contradicting KB guidance (correct URLs are 192.168.1.1 or myrouter.local).
  • No standard troubleshooting steps performed (power cycle, direct WAN test, WAN status check, LED verification).
  • Router model/serial number not collected despite being required for proper diagnostics and support pathing.
  • Call concluded with callback scheduling without actionable guidance or self-help resources.
Positive Highlights
  • Maintained polite and professional tone throughout the call.
  • Offered to send email confirmation for the scheduled callback.
  • Acknowledged customer's frustration and scheduling constraints
Agent Errors / Gaps
  • Provided incorrect router admin URL (192.1.168.1.1) violating KB accuracy standards.
  • Failed to collect router model/serial number, required for troubleshooting and support eligibility.
  • Did not perform basic troubleshooting steps (power cycle, direct WAN test, WAN status check, LED verification).
  • Scheduled callback without providing self-help guidance, KB references, or immediate troubleshooting options.
  • Did not verify if the router was in a ready-for-setup state (e.g., solid purple LED) per LED guidance.
  • Did not guide customer to test internet connectivity directly at the modem to isolate the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any resolution outcome; instead deferred troubleshooting to a future callback.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — no power cycle, no WAN test, no admin login attempt, no ISP configuration check.
R3 Not Met Correct resolution path conf 96%
Agent failed to attempt any resolution path despite customer having already spent hours with L1; skipped standard diagnostics appropriate for OOW or in-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only asked for modem model; no structured diagnostic process, no root cause identification or hypothesis testing.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use any tools — no remote access attempt, no speed test verification, no router login guidance, no logs or prior case data referenced.
T3 Not Met No misinformation conf 93%
Provided no technical recommendations or accurate information — only asked about modem ports without explaining relevance.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent initiated call and set a callback time, but conversation lacked structure, had disjointed phrasing ('Well most many people'), and failed to frame next steps clearly.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple terms but did not confirm understanding or adapt to customer’s expressed frustration and time constraints; communication was procedural but not tailored.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent retained ownership by not transferring the case, scheduled a follow-up callback, and committed to continuing support personally.
O2 Met Proactive follow-through conf 99%
Set clear next step: 'call you again next week... Tuesday at 10 am Eastern time' — specific, timed, and agreed upon.
O3 Not Met Closure confirmation conf 96%
Did not reference prior L1 troubleshooting, repeated basic questions (modem model), and ignored documented efforts from previous session.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted at this stage since agent committed to continue handling the case.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent acknowledged customer’s situation but did not express empathy for frustration over defective hardware suspicion or wasted time with prior support.
X2 Partially Met Tone & rapport conf 91%
Agent adjusted to customer’s limited availability by scheduling a future call, showing some adaptation to tone and pace despite procedural delivery.
X3 Not Met Overall experience conf 94%
Customer repeated modem model and speed test results that should have been in case notes; agent failed to leverage prior information, increasing customer effort.
Call Transcript10 turns · 13 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. Hello? Hello this is Mark from the Linksys Level 2 Tech team. Is this still the best time to call you back? Oh. Yeah, well, from what I understand, you're trying to set up this router, but you're unable to do so. And that's why it was escalated to the Level 2 team. Is the router? Go ahead.
00:00
Speaker 2
Hello. Hey, Mark. Yeah, I got your message. I'm just getting ready to leave. I've had something come up today. I'm not going to be able to work on the computer to try to solve the problem today. Yeah, we went through, well, Mark, we, the, the, the first technician I worked with on Friday, because that was the first time I had tried to set this up. We got it out of the box and, you know, put it in the. and we spent over two hours. I mean, he had me coding, I had to get my laptop out so we could connect directly to the the router and bypass the internet. Uh, it just, it, it, we went through so many different things and nothing worked. And I'll be honest with you, this is like my fifth router from. I've, I love the brand. But, you know, I've never had any problems before. It's always been open the box, put it in the system, you know, put my, uh, network name in, put my network password in, and go to work. I've never had any issues like this. And I'm, I'm really starting to wonder if perhaps this router was, a defect from the factory that got out. that this, this, this wasn't just something anomalous. this, this was just a bad router to begin with, and I just happened to be the person who bought it. does that make any sense?
00:00
Speaker 1
well, it could be, but I cannot be sure. I think that's pretty. OK. Well, I think yeah, well, based on the steps you did with the router, it's pretty much responding the way it should be, but it just can't detect internet from your internet service provider. What's the what's the model number of your modems? or was that asked before? I'm sorry, what was that? Against your surfboard, the, surfboard S82? Okay. How many...[silence]
02:00
Speaker 2
82... SB 8-200. Uh, 8,200. SB 8-200. And, see, I have a new modem. I was, I was gonna say, I was, I was going to put the router in first, then I was going to put a new modem in, because my level of internet from Xfinity is a one gigabyte service. But now, I did, I put my old router back in the system when all of this happened on Friday. And I checked the programming on it. I'm still at a one gigabyte connection. But when I type in 192.1.168.1.1, I can take just a few seconds for it to initialize. But how that is to the signal strength? [silence] And if I try to 192.1.168.1., I get nothing.
03:00
Speaker 1
Now, as I search online for this modem, has two ethernet ports, this aris sv 8200, are you using both ports? [silence]
04:00
Speaker 2
Checked on that, that moment ago, because I saw, you had called earlier before I got back in. And, I did a speed test and with the old router in the system with the old modem in the system, I'm getting 938.1 Mbps upload or download and I'm getting 41.45 Mbps download. So, I mean, you know, the system isn't really slower. I just wanted to bring everything up to a newer level because of the modem that's in the system, and the old Linksys router are about five years old. No, I'm just using one. [silence]
04:00
Speaker 1
Is the Linksys router still or connected to this modem at the moment?
05:00
Speaker 2
You talking about the, the one that I've got the problem with? [silence] Absolutely, absolutely not. It's back in the box. The the modem or the router that I'm running now is my old linksys. and I'm getting the speeds that I told you with that with that modem. Yeah, my old router is, is what I'm running now. The new new modem or router is in the box.
05:00
Speaker 1
Well most many people [silence] This is a stranger to further troubleshoot the router. [silence] Okay. Al, if that is okay, sir. We'll call you again next week. All right. How about I provide a level two hotline as well, just in case. Sure. I'll send it through email instead. Oh. All right. Well, uh, I guess we'll call again next week and continue troubleshooting. All right, it will come, sure.
06:00
Speaker 2
outside of my home office tomorrow and Wednesday. And I've got a golf tournament Thursday, Friday, Saturday, Sunday. So I will not be on the computer at all. Okay. Talk to me on Tuesday., say between around 10:00. That would work. 10:00 Eastern time. Would work. Okay, that would be good. Yeah, why don't you put that in an email and send us I'll have a record of it. Fantastic. Fantastic. So, sounds good. I appreciate it. Thank you.
07:00