V2 Rubric Detail — ac64f134-7f8d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 14:09
Duration
7m 0s
Contact
929-327-3902
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp2.86/5
Overall32.2% (-25.8)

V2 Grader Summary

Agent correctly identified E8450 as end-of-support but performed no troubleshooting, used no tools, and provided no actionable steps to resolve IP connectivity issue. Customer left with unresolved problem and only vague promise of a setup guide, resulting in Unresolved outcome.

V1 Case Analysis

Customer unable to access E8450 admin after reset; receiving incorrect IP. Agent confirmed model and end-of-support (June 11, 2026), offered setup guide and upgrade recommendation. No troubleshooting performed.

Troubleshooting Steps
  • Requested and confirmed serial number (38D10M51002958).
  • Confirmed model E8450 and end-of-support status.
Key Observations
  • Agent correctly identified the E8450 model and confirmed end-of-support status based on serial number lookup.
  • No troubleshooting steps were performed despite a clear technical issue (incorrect IP assignment preventing admin access).
  • Agent offered a self-help path (setup guide) and upgrade recommendation, which is appropriate for an EOL device.
  • Communication was polite but lacked empathy and structured guidance; customer expressed confusion about the guide's usefulness but was not reassured.
  • Technical advice was accurate per KB: E8450 is indeed end-of-support, and the agent correctly stated support ended June 11, 2026.
Positive Highlights
  • Correctly identified the router model (E8450) from customer input at [02:00].
  • Successfully retrieved and verified the serial number (38D10M51002958) at [03:00]-[04:00].
  • Accurately informed the customer that the E8450 reached end-of-support on June 11, 2026, based on warranty lookup (KB-confirmed).
  • Offered to send a setup guide to assist the customer with self-help (KB-appropriate for EOL devices).
  • Recommended upgrading to a newer router, which is appropriate given the EOL status (KB-aligned).
  • No technical inaccuracies were found in the agent's statements against the KB.
Agent Errors / Gaps
  • Failed to attempt basic troubleshooting (e.g., power-cycle router and modem, verify Ethernet cable connection, check DHCP client list, or attempt access via myrouter.local).
  • Did not confirm whether the customer could access the router via http://myrouter.local (an alternative URL that may resolve IP issues).
  • Did not explain why the IP address might have changed or how to locate the correct one (e.g., checking network settings on a connected device).
  • Did not collect customer contact information to send the promised setup guide, risking follow-through failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the IP connectivity issue; only suggested upgrading the router and sending a setup guide without fixing the immediate problem.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no power cycle, IP verification, cable check, or admin interface access despite clear symptom of incorrect IP assignment.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified E8450 as end-of-support but failed to provide best-effort troubleshooting (e.g., factory reset, IP check, LAN access) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process followed; agent skipped symptom probing and jumped to EOL status without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, ping, admin UI, ipconfig) despite issue being diagnosable with basic tools; KB not leveraged for verification.
T3 Partially Met No misinformation conf 90%
EOL status correct per KB, but IP misassignment explanation garbled and no actionable steps provided; recommendation to 'upgrade' vague and unsupported.
Communication
C1 Met Clear & professional language conf 93%
Agent opened with greeting, maintained call control, and closed appropriately without losing direction or composure.
C2 Partially Met Confirmed understanding conf 88%
Used simple language but did not confirm understanding or adapt explanations to customer's technical confusion about IP and reset.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Avoided transfer and offered to send guide, but did not take ownership of diagnosing issue or attempting resolution steps beyond EOL disclosure.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow-up commitments; only vague promise of 'setup guide' with no delivery mechanism or owner specified.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history available to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none warranted — issue was within L1 scope but not pursued due to EOL status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized sincerely ('I'm so sorry for the inconvenience') and remained courteous throughout despite customer frustration.
X2 Partially Met Tone & rapport conf 87%
Maintained calm tone but did not adapt to customer's frustration or verify comprehension of EOL implications or guide utility.
X3 Not Met Overall experience conf 94%
Customer repeated issue multiple times; agent offered no agent-side actions (remote diagnosis, direct link) and increased effort by deferring to unspecified guide.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to Lenx's support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance.
00:00
Speaker 1
Hi, how are you today? I have a question about the router. So basically what's happened, everything was fine, it was working for some period of time. It is connected to the cable modem, right? And then I started losing connections. So what I did, I tried to do a reset of the router to the to the default settings. And now, it seems it is reset, but when I try to connect it to the my laptop, it doesn't matter through Wi-Fi through the ethernet cable. Uh I can't connect to the router. So basically, it gives me the other IP address. Then, like, you know, default should be 192ddd [ silence ] So 168, 11 or zero one. Instead, it gives me some other AP address, and when I try to connect to the router, I just, I don't have the web interface of the router. [silence] Model number is uh E 8450. It is working well. [silence] When I connect directly to the modem, I have a connection. Yes. General number is three, eight, D 10 M, 5 1 0, 0 2 9 5 8. Uh-huh. Amazon Michael, right? No, no, no, no. 3 8 D is in Delta.
01:00
Speaker 2
Okay can you give me the serial number please? So it's gonna be 38D for Delta. 1-0-M. 1-1-1. E. Yes M and then one one.
03:00
Speaker 1
Michael, I'm fine. [silence] Yeah.
04:00
Speaker 2
five one right is it sea for Canada right okay okay sir as per checking in our records sir it shows that this device that you have is already um end of support uh the model e 8450 uh the the
04:00
Speaker 1
all right then okay thank you yeah thank you i'm good um it's not
05:00
Speaker 2
mean the support uh date ended last um june 11th 2026 and uh if the device is already and of support Sir, it means that uh phone and um phone and chat is no longer available. [silence] just to verify Sir, you're calling you're calling from US, right? Okay. So yeah, it is guaranteed Sir. [silence] So, um I can send you instead Sir, like uh a setup guide uh that will help you to navigate uh to access the router Sir. It has steps. [silence] Well you can just [silence] like uh just acknowledge uh the transcript that that I will sent you Sir, probable the service that you needed.
05:00
Speaker 1
Problem with the setup guide. it is a problem that it's working on a hardware level because I can't connect to the modem, but it's giving me the other IP address that it regularly should be. and I just can't connect to the modem. I mean to the router. they're online. I mean, they're on the website. Alright. Thank you. Okay. All right. Thank you. Take care.
06:00
Speaker 2
Well the guide, sir, will give you steps, sir. Like... like... steps that will help you to... how to access the settings. Ah, okay, okay. Alright. Well, I guess it's gonna be... uh... best if you will upgrade your router instead. Okay. I'm so sorry for the inconvenience, sir. But thank you for calling me, sis. Have a good day. You too, bye-bye.
06:00