V2 Rubric Detail — a99136b8-804e-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 13:11
Duration
5m 40s
Contact
343-204-2936
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00137244
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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall12.1% (-23.9)

V2 Grader Summary

The agent failed to resolve the cable-identification issue through any logical diagnostics or tool use (T1, T2, T3 Not Met), provided inaccurate guidance ('Eternit adapter'), and offered no concrete next steps (R1, R2, R3, O1, O2 Not Met). Minimal empathy (X1 Partially Met) and poor call control (C1, C2 Not Met) exacerbated the unresolved outcome. No escalation was needed or performed (E1 Met, E2 N.A.).

V1 Case Analysis

Customer unable to identify Ethernet cable for direct modem connection. Agent incorrectly referred to 'Ethernet adapter,' failed to collect model/serial/warranty, and did not schedule callback despite customer request for 9:45.

Troubleshooting Steps
  • Identified the yellow Ethernet cable as the internet/WAN port.
  • Suggested purchasing an 'Ethernet adapter' (incorrect terminology).
  • Offered an unscheduled callback for further assistance.
Key Observations
  • Agent used incorrect technical term 'Ethernet adapter' instead of 'Ethernet cable' — a material technical inaccuracy contradicting KB guidance (universal_isp_modem_diagnostics.md).
  • No product model, serial number, or warranty status was collected, violating core support protocol.
  • Callback was not scheduled or confirmed, despite customer specifying a desired time (9:45), leaving next steps ambiguous.
  • No actual troubleshooting (e.g., verifying cable function, testing direct modem connection) was performed — only vague suggestions.
  • Agent downweighted their own ability to assist ('I would recommend giving us a callback instead') without justification.
Positive Highlights
  • Maintained a polite and patient tone throughout the call.
  • Correctly identified the yellow cable as the internet/WAN port.
  • Offered to provide further assistance via callback, showing willingness to continue support.
Agent Errors / Gaps
  • Used incorrect technical terminology: 'Ethernet adapter' instead of 'Ethernet cable' — this is a material technical error contradicting the KB.
  • Failed to collect essential device information (model/serial/warranty), which is required for any product-specific support per Linksys protocol.
  • Did not schedule or confirm the requested callback, failing to establish a clear follow-up path.
  • Provided no actionable troubleshooting beyond identifying a cable color — no validation, testing, or next-step instructions were given.
  • Downweighted their own support capability without attempting basic diagnostics, undermining customer confidence.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the cable identification issue or provided a confirmed path forward; call ended with generic goodbye and promise of callback without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No logical diagnostic steps were conducted — agent relied on assumptions ('we did not change the cable') and skipped verifying symptoms or guiding testing (e.g., no LED or port-label verification).
R3 Not Met Correct resolution path conf 96%
Agent bypassed proper troubleshooting by suggesting purchase of new hardware ('Eternit adapter') instead of guiding customer to identify existing cables via LED/status checks or port labeling, misaligning with best-effort OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom identification or logical diagnostic process applied; agent skipped targeted questions and root-cause analysis despite customer's explicit confusion about cable mapping.
T2 Not Met Appropriate tools / resources used conf 95%
Failed to use available tools (router web UI, LED status, port labeling) to confirm connection state or guide cable identification; relied solely on customer's verbal description.
T3 Not Met No misinformation conf 97%
Provided materially incorrect guidance ('Eternit adapter' — non-existent term) and recommended unnecessary hardware purchase when existing cables could be identified via documented methods.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked framing, agenda, or clear transitions; agent used filler phrases ('uh yeah', 'no worries') and disengaged prematurely with vague callback offer.
C2 Not Met Confirmed understanding conf 95%
Used non-standard terminology ('Eternit adapter'), failed to confirm understanding, and did not adapt communication to customer's visible confusion or accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent offered a callback but did not commit to a specific time, take personal ownership, or document follow-up steps — disengaged after minimal effort.
O2 Not Met Proactive follow-through conf 96%
No concrete next steps or realistic timeline established; promised callback was vague ('call me in 945') with no accountability or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Agent correctly decided not to escalate a simple L1 cable-identification issue after attempting (though inadequate) troubleshooting steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used minimal scripted empathy ('rest assured', 'no worries') but failed to acknowledge customer's frustration or repeat-contact fatigue explicitly.
X2 Not Met Tone & rapport conf 94%
Maintained a disorganized, rushed tone; did not adjust pace/style to match customer's need for clarity, leading to unresolved confusion.
X3 Not Met Overall experience conf 96%
Increased customer effort by suggesting a store trip for a new adapter instead of guiding identification of existing cables via LED/status checks or port labeling.
Call Transcript10 turns · 11 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, ma'am. Uh yeah, this is Josh, ma'am, and thank you again for uh answering my call. So, uh, just to verify, have you... Understand, ma'am. Yeah, we, we really need to, have a computer that can be wired directly to the modem for us, to, as I mentioned earlier, to further isolate, because, even, because, it could be possible ma'am, that, there's no connection on the modem right now, even though that all, [silence]
00:00
Speaker 2
Yeah, hello. Yeah, I'm still trying to find, there's so many wires in here so I'm just asking ChatGBT which one is the, I don't know which one is (uh) which the ethernet adapter looks like but I'm trying to find, which one, um, it is. Um, I'm still trying to look for it cuz I really need to find it. (um, I'm talking. [silence]
00:00
Speaker 1
All of its lights are showing there is so that's the reason why we really need to manually check because as as we current sorry as our troubleshoot sorry our current troubleshooting we already tested ceiling system devices so it's not a coincidence like both of them are not chrg. Yes, ma'am. The uh yeah the - run it cable the yellow cable.
01:00
Speaker 2
Okay, you know what, can I, I wanna put the, Izan, go upstairs. I wanna put the old, uh, I wanna put the old, uh, the old adapter back to the computer how it was. So, can you tell me, uh, how to do that again? Like, the which wire goes in which? Because I don't wanna like mess this up. Like, this one is for upstairs. I wanna have, remember how you told me to bring the second router downstairs? So, I wanna plug, I wanna make it back to the same how it was before. Like, how, so I don't remember which wires it was. Can you just send me which wires it would be?
01:00
Speaker 1
So, actually we did not change the cable. We just replaced or swapped the node. So, don't worry. If you want to replace this second parent node the way it was, just unplug that node and relocate it back to its designated location. No problem, ma'am. That's correct.
02:00
Speaker 2
Yeah. Thank you. Give me one second. Uh-huh, uh-huh. The yellow one goes into the internet, right?
02:00
Speaker 1
yes ma'am. So for this [silence] one ma'am if you really [silence] cannot find uh uh sorry, an ethernet adapter there, is it possible to purchase. You do have a like nearby electrical store there that you can try to purchase a ethernet adapter so that you'll have it [silence] here. Yes, ma'am. So this will be uh yeah, regarding with that one ma'am, I I would I would recommend giving us a callback instead. So I don't know [silence] not callback. And I will [DOWNWEIGHT] be providing you with second number. Yeah, re re regarding with that when members assured that all our troubleshooting steps that we already made already been like, uh, inputted here in my notes because I can do that. No worries. I can do that. Oh, no worries. Yeah, it should be, uh, any brand you can purchase as long that it's called Eternit adapter. They will I would also ask for I would also recommend asking for assistant for this one.
03:00
Speaker 2
It's gonna be okay, but I want to speak to you directly because I cannot go explain all this to somebody else now. Can you just, can you think you can just call me and like literally in maybe in 30 minutes, I'll take right next to my house. The the place, I'll just, give me one second. I'm just going to check what time Walmart opens because Walmart is the closest to my house. uh, you just check what time Walmart opens. And can you tell me the name or is it called Ethernet adapter? [silence] [silence]
04:00
Speaker 1
uh rest assured that uh there's only one ethernet adapter so any brand should be fine Mm-hm. All right. All right, no worries, madam. you're most welcome, so yeah. Thank you again for answering my call, bye for now.
05:00
Speaker 2
OK. OK. OK, I'll look at it. OK, so if you can call me in, so right now it's 915. So if you can call me in 945, I'll get the, I'll go get it. OK, thank you so much. OK, thank you. Bye. Bye.
05:00