V2 Rubric Detail — a7015060-7a66-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-08 00:47
Duration
19m 25s
Contact
Jaz Takamune
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#EOS00136290
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-54.5)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided only a generic recommendation to replace the obsolete E1200 router, and demonstrated no empathy, ownership, or structured guidance. Despite correctly identifying the device as outdated (T3 Met), the lack of diagnostic effort, best-effort OOW support, and customer engagement resulted in an unresolved issue and poor overall support quality.

V1 Case Analysis

Customer reports E1200 router not connecting to internet. Agent identified device as obsolete and unsupported. No troubleshooting performed. Advised replacement.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the E1200 as obsolete and unsupported, per Linksys KB guidance for legacy devices.
  • No basic troubleshooting was performed despite the issue being internet connectivity (e.g., power cycle, modem check, LED status verification, local access attempt).
  • Warranty status and support eligibility were not discussed, nor was any attempt made to collect serial number, ISP, or firmware information.
  • No self-help resources (e.g., KB articles, setup steps, or firmware checks) were offered to the customer.
  • Communication lacked empathy and structure; the customer was left with no actionable steps beyond hardware replacement.
Positive Highlights
  • Correctly identified the E1200 model and accurately stated it is obsolete and no longer supported by Linksys, aligning with KB guidance.
  • Avoided providing incorrect technical advice or unsafe workarounds for an unsupported device.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for internet connectivity (e.g., power cycle, modem/router restart, LED status check, local access attempt).
  • Did not collect or verify serial number, ISP, or firmware version, which are relevant for support eligibility and diagnosis.
  • Did not direct the customer to any self-help resources (e.g., KB articles on setup or firmware).
  • Did not confirm whether the issue was with the router or upstream (modem/ISP) before declaring the device obsolete.
  • No acknowledgment of customer frustration or empathy was provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only suggested replacing the router and provided no resolution to the connectivity issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent did not ask about ISP, power-cycle, or check settings.
R3 Not Met Correct resolution path conf 95%
Agent concluded device was obsolete and recommended replacement without confirming warranty status or attempting best-effort troubleshooting for OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask diagnostic questions, or work toward a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin UI, etc.) were used despite clear need for basic diagnostics.
T3 Met No misinformation conf 90%
Agent correctly stated the E1200 is an older, phased-out model with limited support, consistent with KB guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked framing, clear expectations, or structured call flow; agent jumped to recommendation without guidance.
C2 Not Met Confirmed understanding conf 95%
Agent used generic script and did not adapt language or check customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership, offered no follow-up, and transferred no effort toward a solution.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were given.
O3 Not Applicable Closure confirmation conf 91%
This was the first contact; there was no prior case history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent chose not to escalate without first attempting reasonable L1 troubleshooting, which is an inappropriate escalation decision.
E2 Not Met Escalation prep & handoff conf 93%
No escalation was performed, and a warranted escalation (or at least proper troubleshooting) was omitted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgement of the customer’s frustration about a long-standing router problem.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to the confused, repetitive customer; interaction remained flat and scripted.
X3 Not Met Overall experience conf 96%
Customer was asked to repeat information and received no actionable assistance, increasing effort.
Call Transcript7 turns · 10 lines
Speaker 1
Yeah. I'm, I'm on a hold. Oh, yeah? Yeah. I have to call somebody else. You know what? If you have dinner with me into the chair. Yeah? You will feel you. All right, we're doing civil. hello yes yes yes I can hear you uh yes uh jazz Takamune but my account it I'm not I'm not I'm not I'm not I'm not I'm not I'm not I'm not
04:00
Speaker 2
[KEEP_UNCERTAIN] Good morning. Thank you for calling. So my name is Is. elbows. Is it your first time? Thank you for calling. is it your first time? Yes. Okay. Hello? Is there anyone on the other line? Is there anyone on the other line? Can you hear me? I can hear you. Sir, can you hear me on the other line? Is this your first time calling? Yes. May I have your first and last name?
15:00
Speaker 1
I'm the counter. sorry. sorry. uh Jay-Z. umune. yes. I'm her grandson. oh just one yeah. yes. okay ready? one oh eight two oh C six five two one nine[silence]
16:00
Speaker 2
Can you please spell first the first name? [silence] Yes, please just indicate your first name, please. [silence] Mm-hm. And your last name. [silence] Okay. So, if you're not the account holder, are you calling in behalf of the owner? [silence] Okay, I see. [silence] All right. That's okay. [silence] And how many links to devise are you calling for? Is it only one? [silence] All right. May I have the serial number of the latest device that you would like to call for? [silence] Please go ahead. [silence]
16:00
Speaker 1
six oh four E model number. E 1200. are not con spectrum. It says it's not connected to the Internet. Like, I called Spectrum before they referred me to. Sorry, what? Um, I'm I don't know how long. I came here, I came to my grandmother's house for vacation and you know, their Wi-Fi is not working. So, I don't know how long it's been like that. How long have you had that router? Long already. She says kind of long already. We need to get a new one. Is that what it is? Yeah, I looked for it a long time ago. She said. I'm giving us trouble for a while. mm-hmm. I see. I see. [silence]
17:00
Speaker 2
like how many years Hmm, I see. Sorry, you said that it is already a long time ago, cannot remember. Okay. No worries. Okay. So, yeah, I understand that this, you have been using this router for a while now. However, this type of router is already an obsolete device, which means it's already a faced out product from links that we no longer support. So, one could be the reason that it did not work anymore. So, I could suggest that it's time to replace this with a new one since there's not a guarantee that the router will still work. [silence]
18:00
Speaker 1
Okay. Okay. Gotcha. Okay. Thank you. You too. All right. [silence]
19:00