V2 Rubric Detail — a7d11810-6033-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:37
Duration
13m 32s
Contact
Sophia Zowin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132267
Support Country
United States
Product Family
OTHERS
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 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately requesting payment for out-of-warranty support without attempting any standard best-effort steps (e.g., power cycle, firmware check, admin login), effectively evading responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-46.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, avoided responsibility by pushing paid support, and provided no resolution path. Despite the router being out of warranty, best-effort support was expected but not delivered. The interaction lacked empathy, structure, and ownership, resulting in an unresolved case with unnecessary customer effort.

V1 Case Analysis

Customer reports no internet; MR7320 router shows red light. Agent did not perform proper troubleshooting and requested payment; offered callback.

Troubleshooting Steps
  • Confirmed router front‑panel LED color (red, then blue after power‑cycle).
  • Asked about basic power‑cycle (already done by customer).
Key Observations
  • Agent pushed paid‑support without confirming warranty eligibility.
  • Failed to collect accurate model/serial information.
  • No concrete troubleshooting steps were taken beyond acknowledging the LED color.
  • Communication lacked empathy and was overly sales‑focused.
Positive Highlights
  • Agent asked about the router's front‑panel LED status.
Agent Errors / Gaps
  • Requested payment before verifying warranty or eligibility.
  • Did not verify or record the correct model/serial number.
  • Provided no actionable troubleshooting guidance.
  • Did not set a clear next‑step or timeline for resolution.
  • Displayed poor empathy and rushed the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any troubleshooting; closed by offering a call-back after payment request.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were performed — only asked about router light and serial number; skipped basic checks like WAN connection or admin login.
R3 Not Met Correct resolution path conf 97%
Agent pushed paid support without first attempting standard best-effort troubleshooting for an out-of-warranty device, violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED and no internet, asked for model/serial, but failed to ask diagnostic questions about modem, cables, or device logs.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., remote access, admin UI, firmware check); relied solely on verbal description despite needing router status verification.
T3 Partially Met No misinformation conf 92%
Correctly mentioned firmware as a possible cause, but incorrectly stated the issue was 'non-repairable' without diagnosis.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure — abrupt payment request, no agenda, and lost control when customer expressed confusion.
C2 Not Met Confirmed understanding conf 94%
Used technical terms without adaptation; demanded payment and email without confirming understanding, ignoring business-user context.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Failed to take ownership — immediately shifted to paid support instead of attempting resolution or self-help guidance.
O2 Not Met Proactive follow-through conf 96%
Only offered 'call back' with no specific next step, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation occurred and none was warranted — issue was unresolved but within L1 scope; agent should have attempted troubleshooting first.
E2 Not Applicable Escalation prep & handoff conf 91%
No escalation occurred, and given the lack of troubleshooting, escalation was not yet justified.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy shown — dismissed concerns with 'no guarantee' and pressured payment without acknowledging frustration.
X2 Not Met Tone & rapport conf 96%
Tone remained transactional and rigid; did not adapt to customer’s stressed, confused state.
X3 Not Met Overall experience conf 97%
Customer repeated personal and device details; left to figure out next steps alone, increasing effort.
Call Transcript18 turns · 21 lines
Speaker 1
[silence] hello um our wi-fi is I work at it's like our business wi-fi and it's not been working all day.
00:00
Speaker 2
Welcome to Lark, this 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. linksys.com. Please have your device serial number ready. For assistance, press one now for out-of-warranty products. Paid support may be available depending on your issue. Please have your device's 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. Thank you for calling Inksiss. My name is Gerald. How may I help you?
00:00
Speaker 1
Yeah, like, yeah. So, uh it has to the the devices, and the devices say like, knock, um, no internet. Um do you know what the router looks like? Okay. Yeah, I will hold on 1 second, sorry
01:00
Speaker 2
you mean to say you don't have internet connection. Okay. Can you give me the serial number and model number of your lexus router? Well, I mean it depends actually. Some of the routers have antennas, some doesn't have antennas. You do have linksys router, correct? Okay.
01:00
Speaker 1
I'm sorry are you still there well when I click on our Wi-Fi like on a device it comes up like the IP device our default default route way I searched that and then it like your guys website comes up. Oh, uh... model number is MR. 7320. 37 T as in Tom 10 M as in Mom 2 AA 006 65 Sophia Zalwin, Z like zebra O-W-I-N Stephen F-P-E-P-H-E-N at Epic Pool, S-I wait SCI.com.
04:00
Speaker 2
All right. What is your first name and last name so I can create a record for you? What is your email address? [silence] Let me read it back to you. So that's.
06:00
Speaker 1
Yeah. Um, would that be Net gear. Verizon. On top of it.
07:00
Speaker 2
depend@p-i-c-t-o-o-l-s-c-i.com. Right? Who's your internet provider? Uh, not sure if they're, no, they're not an internet provider. Point Q. Okay. Verizon. What is the light of the router, the Linksys router, the light in front? Yeah.
07:00
Speaker 1
... Oh, it was red. I just turned it on and off, but now it's blue, but it was red. Okay. Yeah, I unplugged like every single thing on the wall. I'll hang up. [silence]
08:00
Speaker 2
Okay, take a look at the front of the router. There's the word Linksys and below that there's a light indicator. What is it right now? That's right. What kind of troubleshooting you have done prior to calling? You do turn it, I mean aside from turning it off, turning it back on, did you unplug the cable or what other things you have done? Okay. So we're going to check the serial number right here. The serial number you provided, it's showing no data and I cannot see the the warranty of this router. Is this a a new router? You just got this one or how long?
08:00
Speaker 1
Probably like five, six years. How much? For just a whole new system? Oh, well, I work for a business, so I don't like have their card number. I don't know what to do here. Um, okay. Let me find one. What if you guys, like, don't even fix the problem? I'm confused, I'm confused, but you guys are going to like troubleshoot. Like, what are you going to tell me?
09:00
Speaker 2
I need to ask your card details. Is that okay? [silence] Um anything we can use to charge you $[REDACTED_PAYMENT_DIGITS] because we cannot proceed without charging you. [silence] Like I said... [silence] I'm gonna I'm gonna walk you through how to do the troubleshooting. [silence] And, well, to be honest with you, there's no guarantee I can fix the problem because I'm not sure what is the problem right now. It could be a hardware issue, it could be a software--
10:00
Speaker 1
Okay. Okay. Yeah, I'm trying to get a card number right now. [silence]
11:00
Speaker 2
However, if it's a firmware problem, we're going to check if the firmware is updated, if not updated, we'll go and update it, but if it's the latest firmware is still, red light, then we're going to do other troubleshooting, maybe advanced troubleshooting, not too sure for now what's the problem. So, yeah, it's non repairable, again, just to be clear with that non repairable, whether problem is fixed or not, I just want to be clear. So, do you want to proceed or no? [silence]
11:00
Speaker 1
So. [silence] Well, am I able to just give you a call back?
12:00
Speaker 2
Sure you can call us back or do you want me to set
12:00
Speaker 1
okay, that'd be good. okay. where you gonna send that to? okay. okay. okay. thank you. okay. thank you. thank you. bye.
13:00
Speaker 2
And you're guide and how you can troubleshoot the router, that way you won't be charged. How I make you can try it first, if you don't want you can call back. All right, give me five minutes. Your email, the email that you provided. Give me five minutes, once we're in the call, I'm gonna edit it. The network show up. Uhm have a good one.
13:00