V2 Rubric Detail — a9fdd77c-7636-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:54
Duration
10m 54s
Contact
Joe Fantozzi
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135670
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-52.3)

V2 Grader Summary

The agent failed to troubleshoot a static IP configuration issue despite the customer being in the router UI and asking specific technical questions. Instead of providing best-effort OOW support, the agent deferred to email and paid service, offered no empathy, and did not guide the customer to resolution. No tools were used, and the interaction lacked structure, ownership, or technical completion.

V1 Case Analysis

Customer reports E8450 router not connecting to internet; DHCP server enabled despite static IP configuration. Agent confirmed out-of-warranty status, offered to email static-IP setup guide, and directed to free AI chatbot. No configuration changes performed.

Troubleshooting Steps
  • Asked about recent power outage or ISP outage
  • Verified DHCP server setting is enabled
  • Identified router as out of warranty
Key Observations
  • Agent correctly identified that DHCP server should be disabled when using static IP (KB alignment: ea_series_router_setup.md and universal_isp_modem_diagnostics.md).
  • Agent provided a valid self-help path for an out-of-warranty device: emailing configuration steps and directing to free AI chatbot.
  • Agent did not attempt to guide the customer through disabling DHCP or verifying static IP settings, missing an opportunity for resolution despite warranty status.
  • Agent incorrectly stated that resetting the router would revert the Wi-Fi name to 'Linx's router' (KB contradiction: default SSID is 'Linksys' followed by model or random digits, not a personalized name).
  • Agent used excessive filler language ('the the the the'), reducing clarity.
Positive Highlights
  • Correctly identified the incompatibility between static IP configuration and enabled DHCP server (KB alignment).
  • Collected model number, serial number, and customer details (protocol adherence).
  • Correctly identified the router as out of warranty based on product lifecycle.
  • Provided actionable self-help resources: emailed setup instructions and directed to free AI chatbot.
Agent Errors / Gaps
  • Incorrect statement about Wi-Fi name resetting to 'Linx's router' after reset (KB contradiction: default SSID is not personalized).
  • Excessive verbal filler impaired clarity and professionalism.
  • Did not guide the customer through disabling DHCP or verifying static IP settings, despite this being safe and supported troubleshooting for out-of-warranty devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the router issue; only offered to email steps and suggested paid service without confirming any fix.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only about power outage and speculated; no systematic checks of WAN status, DHCP, or static IP despite customer being in UI and asking specific questions.
R3 Not Met Correct resolution path conf 96%
Agent refused troubleshooting due to OOW status and pushed paid service instead of providing best-effort troubleshooting as required for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; agent failed to identify symptoms or root cause, only asked about power outage and then speculated about hardware/firmware without evidence.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (remote session, admin UI, logs, KB lookup) to verify static IP settings or assist with configuration, despite customer being in the router UI.
T3 Partially Met No misinformation conf 89%
Agent correctly stated DHCP should be off for static IP but failed to provide actual setup steps or explain how to configure static WAN connection, leaving guidance incomplete.
Communication
C1 Not Met Clear & professional language conf 93%
Agent did not frame interaction, jumped between topics (warranty, paid service, reset), and lost control by meandering without clear transitions or expectations.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language but did not confirm customer understanding or adapt to expressed confusion about DHCP and static IP setup.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred responsibility to email and paid service instead of owning the resolution, even though issue was configuration-based and within L1 scope.
O2 Partially Met Proactive follow-through conf 87%
Agent promised to send email with steps but gave no timeline or confirmation it would include static IP setup, leaving customer uncertain about next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; this appears to be first contact, so no handoff or history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope despite OOW status, requiring best-effort troubleshooting, not escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy for customer frustration; only procedural statements and no acknowledgment of repeated effort or disruption.
X2 Not Met Tone & rapport conf 91%
Agent maintained flat, procedural tone despite customer confusion and repeated attempts to clarify static IP setup, failing to adapt to emotional state.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by requiring wait for email and potential paid service instead of resolving in-call with available knowledge or guided steps.
Call Transcript20 turns · 21 lines
Speaker 1
Hello, was your name again? [silence] Yes, I've got a linksys um E8450 router. Hey, Linksys router is set up for static IPs. And this morning when we came in, none of our devices were connected to the internet. I called Verizon. We went through everything, and we couldn't get it to work. So, I have an old, old Linksys router that we had before we had gotten this. And it was still set up. So, I plugged it in and everything worked again. But on this router, there's a yellow light that keeps blinking next to internet.
00:00
Speaker 2
E5484? All right. So that's the only Linksys setup you have. And what's the problem with your Linksys router? Mm-hm.
01:00
Speaker 1
and I don't know if there's a problem with the router if it needs to be reset or if there's something wrong. I don't see how it could be the settings because it's not even connected to anything. I don't we we don't know. We might have. I I don't know for sure. Right. Well, I actually got into the settings. I got into the settings on the router
02:00
Speaker 2
Let's see. Before your router got disconnected, did you have a power outage or an internet service interruption [silence] All right. We can do a reset on your router and reconfigure it again, but that will have to revert back to its uh default setting. So, your WiFi name will have to go back to the Linx's router [silence]
02:00
Speaker 1
uh when i was taking a bunch of pictures but what i'm confused about is like i said i run all static ips but when i go into configuration and i go to local network for some reason dhcp server is checked off and i don't understand why that would be. it it should be should be turned off correct so i'm wondering
03:00
Speaker 2
So if you're connection is through static IP The DHCP server is by default It should be turned off unless uh your connection is yeah yes. so unless your uh connection is through dynamic uh DHCP connection then it will be on but since you're on static uh connection then it's given that that the the the the the the the uh the uh the the the the the the the the the uh the uh the the the the the the the the the the the the uh the uh the uh the the the the the the the the the the the the the the the the the the uh the the the the the uh the the the the uh the the the the the the the the the the the the the
03:00
Speaker 1
Okay. Could that be the problem why couldn't connect to everything? Well, like I said, I put my old router back in and everything's working fine. So it can't be the internet. But I just want to make sure if I reset it I reset the router, I want to be able to get it back to the way it was.
04:00
Speaker 2
that we don't know yet because we haven't yet done any troubleshooting with your router. And we don't know yet if it's really your router or if it's your internet box that's... Mm-hm. All right. Uh we could... Well, uh, that's what I wanted to inform you, sir, is that if we do a reset your router and do reconfiguration, um, we cannot guarantee that it will be able to resolve the issue because we don't know yet what's the real reason why that's causing that.
04:00
Speaker 1
Okay. Okay. Okay. Well, like I said, I've got no problem trying to reset it. I was just, my main concern was, I didn't know why DHCP server was on. How is
05:00
Speaker 2
Your hardware are could no longer connect. It could be if it's not your internet connection, then it could be the hardware itself of the router. Could be hardware issue or a firmware issue of the router because your router is apparently already reached its end of life last 2024. And this product is already out of warranty. So if you want me to walk you through the steps on configuring your reconfigure your router again, you will have to apply for a paid connected service as your router is already out of warranty. Mm-hmm.
05:00
Speaker 1
Is this? I don't know what the... See right now it says if you could just answer this one question. It says DHCP server is on it shows the starting IP address um which isn't even my IP addresses because I don't use anything with a 168. Uh my IP. Okay. Okay. So how do you set up a static connection. On the
06:00
Speaker 2
uh, uh, I can, I can say the DHC the, HubCP should not be on because you're on static connection. That's what I can tell you. Uh, the DHC the, HubCP should not be on because you're on static connection. When you're on static connection, uh, it's also through your, your, other settings. Uh, there is a, a wave to set up your internet connection via, using a static IP address and not the DACP and, and,
06:00
Speaker 1
Okay, where would I find that? Because I want to take a picture of it. Okay, well, I guess you're not going to be able to help me then. Thank you. Sure. Uh, Joe. Vantazzi F-A-N Vantazzi. F-A-N-T-O-Z-Z-I. [silence]
07:00
Speaker 2
But that I could not provide you any details because that will be part of our technical support assistance. Yes, I can provide you an email, sir, or guidelines on how to access your router settings and how to change your internet connection to static IP. A quick personal record for you, sir. May I have your name? uh Joe uh, uh, Joe Santos. [silence]
07:00
Speaker 1
yes J as in Joseph F as in Frank A-N-T-O and dauml; A-G AT gmail.com Yes [silence] correct [silence] yes [silence] Verizon yes yes it's Verizon hold on one second [silence]
08:00
Speaker 2
your email address Joe? So it's your first initial of your name and then your first five letters of your last name at gmail.com. You mentioned your ISP was horizon, is it Verizon? Okay. Um, thank you, Joe. Can you provide me Joe the serial number of your Linksys router?
08:00
Speaker 1
The serial number is 3-8-D-10-M, as in Michael, 5-9-C, as in Charlie, 0-4-25. Right, I'm just trying to look at setting up static, for it. OK, perfect. OK.
09:00
Speaker 2
All right, got it. Thank you Joe. Now, I'm going to send you the troubleshooting steps, guideline on how to access your router's web interface and how to change. All right. So just wait for my email that will be sent to you Joe and follow the guidelines on that. If you still have any concern, you can always go to our site support.
09:00
Speaker 1
Okay, is that paid or is that free? Okay, where is that, where do I find that information, for the AI? Yeah? Okay, thank you. Yup, bye bye. [silence]
10:00
Speaker 2
And it's free. The AI agent on that site. You can chat on it and it's free. Just go to our, yeah, just go to our site, support.linksys.com. Once you're on that site, you can use the AI agent there or the bot. Yeah, right. Thank you for calling Linksys again, Joe. Take care and have a good time. Bye.
10:00