V2 Rubric Detail — aadae28c-6f6c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 01:33
Duration
29m 26s
Contact
Alex Brown
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134548
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7200 - no internet
⚠ 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: Discourtesy – agent made unprofessional remarks: 'just don't tell my boss… you get a swing at me', which undermines trust and constitutes discourteous behavior.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate instructions, and lacked diagnostic rigor. Call control and empathy were poor, and ownership was abandoned with a vague 'call back' suggestion. The interaction ended unresolved with no valid escalation path. The agent’s unprofessional comment triggered an auto-zero for Discourtesy.

V1 Case Analysis

Customer reported EA7200 router showing 'connected, no internet'. Agent performed power cycle and factory reset but provided incorrect post-reset instructions. Advised customer to contact ISP without confirming modem status or providing self-help resources.

Troubleshooting Steps
  • Confirmed serial number and model (EA7200)
  • Power cycled modem and router
  • Performed factory reset of router
  • Checked physical Ethernet connection
Key Observations
  • Agent did not confirm modem light status before troubleshooting (transcript [08:00])
  • Agent provided incorrect post-reset instruction: 'press the reset button one press and release' (transcript [22:00]) - not a valid EA series procedure per KB
  • Agent did not direct customer to local router interface (192.168.1.1/myrouter.local) to verify WAN status
  • Agent did not provide any KB articles or self-help resources despite out-of-warranty status
  • Call ended without confirming customer's ability to contact ISP or understanding of next steps
Positive Highlights
  • Agent correctly identified need to power cycle modem first (transcript [09:00])
  • Agent recognized potential ISP-side issue (transcript [28:00])
Agent Errors / Gaps
  • Incorrect post-reset instruction: 'press the reset button one press and release' (transcript [22:00]) - contradicts KB guidance for EA series routers (universal_factory_reset.md)
  • Failed to confirm modem light status before troubleshooting (transcript [08:00]) - critical for WAN diagnosis
  • Did not direct customer to local router interface (192.168.1.1/myrouter.local) to verify WAN connection status (universal_firmware_update.md)
  • Did not provide any self-help resources or KB articles for out-of-warranty customer (universal_support_contacts.md)
  • Vague resolution path: advised contacting ISP without confirming modem status or providing actionable guidance

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded with 'we’re not able to fix it… call us back', indicating no resolution was achieved and no valid escalation or RMA initiated.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed a power cycle and reset, but skipped key diagnostics like testing internet at the modem via Ethernet, checking admin login, or verifying firmware.
R3 Partially Met Correct resolution path conf 80%
Agent claimed the router was out of warranty without verifying serial number or registration, and offered no structured best-effort troubleshooting path despite customer frustration.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to isolate the issue systematically; jumped to 'modem problem' without confirming via direct Ethernet test or checking router logs/login.
T2 Not Met Appropriate tools / resources used conf 85%
No use of diagnostic tools such as remote session, admin UI login, or log review; relied solely on customer’s verbal description of lights.
T3 Not Met No misinformation conf 90%
Agent gave incorrect instructions: 'hold reset for 3, 30 seconds' and 'press reset one press and release' — contradicts KB which requires 10–20 seconds for EA7200.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, abrupt transitions, and lack of call framing; agent did not maintain control or guide the interaction effectively.
C2 Not Met Confirmed understanding conf 85%
Used inconsistent terminology ('pink', 'salt in white'), did not confirm understanding, and failed to adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent relinquished ownership by telling customer to 'call back tomorrow' without initiating escalation or follow-up.
O2 Not Met Proactive follow-through conf 85%
No clear next steps or timeline provided — only 'call us back tomorrow' — which lacks specificity and accountability.
O3 Not Met Closure confirmation conf 80%
Customer mentioned prior contact ('couple years back'), but agent did not reference any history or prior case details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was clearly warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Minimal empathy shown; only a brief apology at end, with no acknowledgment of customer's repeated effort or frustration.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust pace or tone despite customer confusion and multiple name changes; continued with unclear instructions.
X3 Not Met Overall experience conf 90%
Customer repeated information (e.g., reset attempts), and agent introduced ambiguous steps increasing cognitive load.
Call Transcript39 turns · 44 lines
Speaker 2
Welcome to Linksys 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 1 now. For out of warranty products, 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.
00:00
Speaker 1
Yes, this is Alex Brown. What was that? Uh, no, I've got you. [silence]
05:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. And who am I speaking to? Alex Brown. Is this the first time calling us, Alex? Is this your first time calling us?
05:00
Speaker 1
Couple years back before. I'm trying to connect my router, but nothing seems to work. It just randomly shut off. connection. I'm trying to figure out the problem. Yep. Wait a minute, one second. I'm trying to take a picture. It's hidden. Let's see here. Okay. Yeah. All right. So serial number is gonna be. 32X200M as in Mary 2.
06:00
Speaker 2
I can I have the serial number let's take a look. Mm hmm. We have the model of the device. Usually the word links is below that one or after that one. If you can find it, that's okay. Ah, usually beside the word links is, you'll see something like this. That's right. [silence] [silence] All right. [silence] That's good. [silence] Now let's take a look. Tell me what have you done so far.
06:00
Speaker 1
Tried to reset it. And then, now I can't get back in it. It usually takes my password, now it doesn't. Uh what? Yeah, it was blinking and then it stopped blinking and then it looked like it was connected but still no internet. But now I just plugged it back in and it's trying to reconnect. Done my phone shoes at connecting when it is, and then it'll say no internet connection. Um next slide.
08:00
Speaker 2
Mm-hmm. Mm-hmm. How much of this? Is there a word, I mean light on top of it? What is the color light on top of the router and the face of the router? Mm-hmm. All right. Mm-hmm, mm-hmm, mm-hmm. How about the modem, by the way, who is the internet service provider? Mm-hmm. Next slide. Uh, do you see the color of the lights on the modem? Is it stable?
08:00
Speaker 1
which one? The one on top, the white one? the... um no it's white and it's blinking and it I had it not blinking but then I don't know this it just that doesn't cut was working this morning um so the the the if I could connect to it [silence]
09:00
Speaker 2
Okay. So, so usually the one that would indicate Internet would be, should be green or blue, right? That's right. That's right. Now, there are two possibilities on this one now. Actually, the router could be defective or must reconfigure, and another option would be to make sure that the modem is working. If the modem is working, there's nothing we can do in the router. Now, this is what we're going to do. It was working this afternoon. So, is it possible for you to connect the computer directly to the modem by passing the link?
09:00
Speaker 1
So the Wi-Fi shows that it's connected with no internet connection. But the light's still blinking and it doesn't do that. It's just randomly. That's just annoying. To try to reset it? Yeah. Yeah, I clicked the small button in the back and held it in. That wiped out all my passwords from the app to log in, so now I can't get back in there either. [silence] Yeah, wait, um is it how much is it?
10:00
Speaker 2
If you can connect. If not, it's okay. Mm-hmm. All right. Mm-hmm. Have you tried to have to reset the router? Yeah? The EA7200. Yeah. Have you done it? Don't do it now. You did. How long did you press? Ah! No, all right. This is what you're gonna do. Uh, your router's already out of warranty, but I'm feeling good today. I'm gonna help. Just don't tell my boss. You get a swing at me. All right. Uh, may I have your email address? Alex, I will create a paste ticket for you. [silence]
10:00
Speaker 1
Okay, so it's gonna be brown Like the color. .?x as in X-ray. Oh, nope, I'm wrong. So it's brown.n as in Nancy. Alex, X zero zero at gmail.com. Do I just unplug it? Okay, it's unplugged. [silence]
11:00
Speaker 2
No, no, no, no, just an email. Yeah, I know. [名字出来.truman.com] We're gonna do [wrap up, recycle]. We're gonna turn on the off more than in the router, that's power cycle, and then power to reset the Linksys, and then try to reinstall it, okay? Let's start with the turning off the Linksys. Can you unplug the power of the Linksys? Yeah.
11:00
Speaker 1
Modem, as in, what do you mean? Like, there's only one router. One thing to unplug. Oh, unplug the modem. Oh, gotcha. Okay. Uh, that's unplug now. Yes, I've done this before, too. [silence]
12:00
Speaker 2
Alright,
12:00
Speaker 1
[silence] Okay. Logging in tomorrow.][silence] Bug dent. OK.]
14:00
Speaker 2
All right. Can you plug the power of the modem? Do not plug the lenses. Just the modem.
14:00
Speaker 1
Uh-oh. It still looks like it's trying to power on. I didn't do this before. uma, sei. it says power and broad band is lit up, but usually the eethernet lights up. I don't know why it's
15:00
Speaker 2
ivolve now not yet wait wait it's okay it takes time give it around one minute or two and then after that power on the linksest
16:00
Speaker 1
um I'm Dan. um it's blinking white and then now it stopped and now it's seems to be trying to do something um it's just blinking white my light's white [silence]
17:00
Speaker 2
you were up like a like a like a like a like a, okay and you are on the links.
17:00
Speaker 1
And now let's see if it's blinking faster. The Ethernet is starting to light up on the motherboard good. Like what?I don't know. It's actually green now, which is good. welcome. On the Ethernet, yes? Maybe?Blinking faster.
18:00
Speaker 2
Do you see something like... Pink. color pink on the top. [silence] color pink on the top on the light. [silence] [silence] [silence] Okay. [silence] I hope this would work. [silence]
18:00
Speaker 1
But, it hasn't really, um Jake, my phone says it's, uh, connected to Linksys but no internet connection. Um, it's blinking, um, white. Yep. But she couldn't turn it off.
19:00
Speaker 2
That's all right. Ok. and the blinking white and you press the reset button and hold it for 3, 30 seconds and observe the light. It should turn red or turn off, something like that.
19:00
Speaker 1
Now the white light's blinking slower. Now that's 10 seconds to me. Now it's solid, and then he's saying, oh, now it's blinking. Slow here.
20:00
Speaker 2
That indicated that the router was good.
20:00
Speaker 1
Yeah, you know it stayed and. Now it's blinking slowly again. Now it's off Yep. no light at all. I let go of the reset. Let go. Yeah, Let's go. and.
21:00
Speaker 2
Next time. I hope it turns green or white. Solid white. All right. It's off. Uh, yeah. Okay. Yes, please.
21:00
Speaker 1
Yeah, not solid. Yeah. Solid white. No, it's white. It looks like it's on now, but hanging tight. We'll see if it connects. Okay. Connected. No Internet connection.
22:00
Speaker 2
salt in white salt in blue it'll still blink all right now i need you to press the reset button one press and release one press
22:00
Speaker 1
Okay. Okay. [silence] Nope. Still solid. I have the app. Now, I'm going through next.
23:00
Speaker 2
You ready, John? It's blinking side. Hmm. Do you have the link just up in your phone? Did you download it? Yeah.
23:00
Speaker 1
trying to connect it again now it's blinking again do do . And now it says, please wait with a circle and detecting internet. I think it's loading. . Almost there . it's still loading. It says, it switched to almost there, though, so maybe. Ok. It says restart your modem. Do we have to do that again or just go next? Ok. Now. It says, please wait. OK. Your internet connection cannot be verified.
24:00
Speaker 2
How's that? Is it working? It's okay. Let's say great next next. We've done that already. All right. Something's wrong in the internet connection. Can you verify whether the connection on the physical is on the internet work? The one that's yellow. At the back of the route, the model.
25:00
Speaker 1
Back of the modem. Okay, Sam, plug it, plug it back in. [silence] Hold on back it. No, it's blinking yellow. Now it's uh, nope, still blinking. Blinking yellow, but I think I see green on the actual cord. I don't know. [silence]
26:00
Speaker 2
Any ... this and fly ... and no no no sorry back up the link just just use yellow port internet port just jiggle just unplug their Apple, just to make sure that it's not loose Yes.[silence]- [silence] [silence] all right tell me but just start with the brown
26:00
Speaker 1
Blinking light. When it does work, it usually solid light. Okay. [silence] They're open. Yeah, they're open tomorrow. They closed. So that's payment. They ask. [silence] Yep. Yep.
28:00
Speaker 2
what's the color white or blue [silence] yeah Alex something's wrong with the line on the connection on the modem side not on the router I have a feeling that it is like this your router's good it is reacting it is can you try to call next light and then try to ask them to reset the modem Ah that's close that's alright I'm sorry I apologize we tried but then but just give us a call by tomorrow we can help you that be okay have a good day Alex apologies we're not able to fix it but it's on the rst side but still willing to help if you call us back and have a nice day thanks for calling my name is Nathan and have a nice day good night Alex bye bye for now
28:00