V2 Rubric Detail — a9fdc460-794e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:23
Duration
6m 36s
Contact
Jordan Evans
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135986
Support Country
United States
Product Family
ROUTERS
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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall30.4% (+2.5)

V2 Grader Summary

The agent failed to resolve the customer's internet connectivity issue due to incorrect technical information (EA7500 v2 unsupported), lack of tool usage, and incomplete troubleshooting. Despite not escalating, the decision was appropriate as the case was within L1 scope, but poor communication and ownership led to an unresolved outcome with high customer effort.

V1 Case Analysis

Customer reports no internet after factory reset on EA7500 v2 (serial: 18021S05804039). Agent incorrectly stated product unsupported, offered no troubleshooting or resolution. Issue unresolved.

Troubleshooting Steps
  • Confirmed router model and serial number.
  • Asked if Wi-Fi SSID is visible and if PC is connected via Ethernet.
  • Verified Ethernet cable is plugged into router (not modem).
Key Observations
  • Agent made a materially false claim at [05:00] that the EA7500 v2 is no longer supported and support 'ended 2025'. This contradicts KB documentation (EA series is included in active support cards like universal_firmware_update.md).
  • No WAN troubleshooting was performed (e.g., checking router WAN status, power-cycling modem, verifying ISP connectivity).
  • Agent abandoned the call without offering resolution, escalation, or self-help resources despite the issue being unresolved.
  • Customer's email was misheard and incorrectly repeated, indicating poor listening/note-taking.
Positive Highlights
  • Collected router model and serial number correctly.
  • Confirmed customer's name and attempted to capture email (though with error).
  • Verified PC is connected to router via Ethernet, helping isolate the issue.
Agent Errors / Gaps
  • Provided factually incorrect information that the EA7500 v2 is no longer supported (direct contradiction of KB content).
  • Failed to perform any WAN diagnostics (e.g., power-cycle modem, check router WAN status, verify ISP connectivity).
  • Abandoned the call without providing resolution, escalation path, or self-help resources.
  • Misheard and incorrectly repeated customer's email address.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still had no internet after the call; agent provided no solution or valid path forward.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about Wi-Fi broadcast and Ethernet connection but did not perform further diagnostics like checking WAN status, power-cycling modem, or accessing router settings.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly claimed EA7500 v2 is no longer supported (contradicted by KB), leading to premature abandonment of troubleshooting; should have pursued standard ISP/router diagnostics.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet after reset) and asked basic questions but failed to narrow cause (e.g., ISP type, WAN IP, modem status).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, admin dashboard, WAN status check) despite being appropriate and necessary for diagnosing no internet post-reset.
T3 Not Met No misinformation conf 95%
Agent stated EA7500 v2 is no longer supported, which is factually incorrect per KB; this materially undermined trust and resolution path.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide interaction but lost control due to repeated miscommunications (name/email confusion) and lack of structured flow.
C2 Partially Met Confirmed understanding conf 80%
Agent misheard customer's name and email and failed to confirm accurately, but otherwise used accessible language; adaptation was inconsistent.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — prematurely dismissed issue based on incorrect support status and abandoned troubleshooting without exhausting L1 options.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan provided; call ended without direction for the customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation made, but issue (no internet post-factory reset) was within L1 scope; decision not to escalate was appropriate despite poor execution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the issue type.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent showed minimal empathy — focused on process over emotion, but did not become impatient or dismissive; tone was neutral, not hostile.
X2 Partially Met Tone & rapport conf 80%
Agent did not fully adapt to customer’s pace or correct misunderstandings efficiently (e.g., email repeat), but maintained basic engagement without disconnection.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial/model, name, and email; agent failed to reduce effort despite having time to document correctly.
Call Transcript9 turns · 11 lines
Speaker 1
[KEEP_UNCERTAIN] [silence] I'm sorry. Can you say that again? Oh, um, so I'm currently having an issue with my internet. I've called my internet provider, um, and after talking with them, they wanted me to make sure that it wasn't the router itself. Um, I'm able to connect to the router and I was even able to factory reset it and everything, but one Once I connect to it, I'm still not getting any internet. yes the serial number is it is 1 8 0 2 1 s 0 5 8 0 4 0 3 9 and the model number is EA 7 5 00 v 2.
00:00
Speaker 2
Got it. Can you give me the serial number and model number of that? Thank you. What is your first name and last name? So I can create a record.
01:00
Speaker 1
Yep. Evans, E.V.A.N.S. It is N.A.D.O.R.J. one five @ gmail dot com. Yes. [silence]
02:00
Speaker 2
Did you say Jordan? End your lasting... Thank you. What is your email address? All right. Let me verify real quick. So that's all D is in David. B.R.J. is in Juliet E15 at Gmail.com, correct? Thank you.
02:00
Speaker 1
yeah, so I reset it. I factored reset it. And then the only thing I've changed on it so far is just the name and the password. other than that it's factory settings.
03:00
Speaker 2
I'm checking the model number right here. I'm still waiting for the result but you said that you reset the router so that means it's back to default settings. Can you check if the WIFI name is broadcasting or you can connect but the Internet connection is not working. All right, so let me try that. Put a space there, so I can check it out. Yes, here. And sign into your account or create one.
03:00
Speaker 1
y I can, I can connect to it, [silence] So, I've got cables plugged into the internet and the ethernet. [silence] Um, I actually have my PC directly connected, but I have it plugged into the internet too. [silence] To the subscriber. [silence] Yeah, connected to the ethernet.
04:00
Speaker 2
what network at the back of your Linksys router, there are ports. Where's the cable plug? Internet that internet. Wait, your PC is connected to where? The Linksys router or the modem? Oh, so your computer is connected to the Ethernet, right? Not the internet, right? Correct. Good, thank you. Who's your internet provider? Oh. So, I just got the the serial number right here. I mean the model number, I mean sorry. So, based on the model number, unfortunately, this this product no longer have support. We no longer support this one ended 2025. So, what I can do, it might still work, but regarding the the router, I think it's the firm or problem, maybe related to firm or or the settings configuration. But, I continue to guide on how to
04:00
Speaker 1
That worked. Um, no. Okay. [silence]
06:00