V2 Rubric Detail — b255e8a4-6eae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:53
Duration
16m 35s
Contact
Luz Estrada
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134394
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unstable Connection
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall5.9% (-50.1)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly dismissed the case due to out-of-warranty status without best-effort support, and provided no clear resolution path. Despite intermittent connectivity symptoms that may indicate hardware or configuration issues, the agent offered only self-service options and introduced irrelevant questions, leaving the issue unresolved and increasing customer effort.

V1 Case Analysis

Customer reports router solid light but no internet; device out of warranty. Agent advised to consult Linksys support website. No troubleshooting performed.

Troubleshooting Steps
  • Requested model and serial number (model not captured)
  • Asked if customer tested connection directly from modem
Key Observations
  • Agent failed to obtain the model number, which is critical for accurate troubleshooting and warranty verification per KB guidelines.
  • No standard troubleshooting steps were performed for a classic WAN connectivity issue (no power cycle, no firmware check, no LED diagnostics).
  • Agent provided only generic self-service direction without confirming any fix, resulting in an unresolved issue.
  • The technical advice given (website articles) was not contradicted by the KB, but it was insufficient for the customer's issue.
Positive Highlights
  • Agent correctly identified and communicated the warranty status based on system lookup (transcript [15:00]), which aligns with protocol for eligibility disclosure.
  • Maintained a polite and professional tone throughout the call.
  • Technical advice (website articles) was not contradicted by the KB, though it was insufficient.
Agent Errors / Gaps
  • Failed to collect the model number despite it being essential for troubleshooting and warranty validation (transcript [09:00], [10:00]).
  • Did not perform basic troubleshooting steps for internet/WAN issues: no power cycle instruction, no check of firmware version, no verification of WAN/Internet LED status (per universal_escalation_guide.md Step 1).
  • Provided only a generic website suggestion without guiding the customer to specific articles or confirming self-help capability, leaving the issue unresolved (transcript [14:00]).
  • Introduced an irrelevant question about iPhone 13 software (transcript [14:00]), which is unrelated to router functionality and not supported in KB for this issue type.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends call without resolving the intermittent internet issue, only directing customer to self-service resources.
R2 Not Met Diagnostic thoroughness conf 96%
Only one diagnostic question asked (connect to modem directly); no further troubleshooting like reboot sequence, LED check, or firmware verification.
R3 Not Met Correct resolution path conf 97%
Agent cites out-of-warranty status and stops assistance without attempting best-effort troubleshooting (e.g., power cycle, factory reset, firmware check) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process: agent fails to identify symptoms beyond 'unstable internet,' does not ask about LED status, recent changes, or network setup.
T2 Not Met Appropriate tools / resources used conf 94%
Agent performs no tool-based verification (e.g., warranty lookup confirmation, remote diagnostics, or case history review); relies solely on customer-provided serial without validating device status in system.
T3 Partially Met No misinformation conf 92%
Agent correctly identifies device is out of warranty but introduces irrelevant question about iPhone 13 software, implying a possible device-specific issue with no technical basis.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacks structure: no opening frame, no summary of issue, no managed transition—agent abruptly shifts to self-service suggestion without control.
C2 Not Met Confirmed understanding conf 95%
Agent uses non-technical customer’s confusion about modem vs. router but provides no simplified explanation or comprehension check; asks about iPhone 13 with no relevance.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowns case immediately upon determining OOW status, offering no ownership or follow-through beyond website referral.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given—only vague suggestion to 'search for that article' and use AI tool—no timeline, owner, or actionable path.
O3 Not Applicable Closure confirmation conf 99%
No prior contact history referenced or observable; appears to be first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation offered despite unresolved hardware-like symptoms (intermittent outage, solid light) that may indicate defect; agent放弃了 responsibility due to OOW status.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, and none was executed; E1 is scored due to failure to escalate warranted case.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent says 'I really do apologize' but does not acknowledge customer’s frustration, repeated ISP calls, or regret over removed backup router.
X2 Not Met Tone & rapport conf 94%
Agent maintains scripted, impersonal tone throughout; introduces iPhone 13 question that confuses context and shows lack of adaptation to customer’s technical level.
X3 Not Met Overall experience conf 96%
Agent increases customer effort by directing them to search articles and use an AI tool instead of providing direct guidance or performing basic troubleshooting steps.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to LynxSys 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 link Singles.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, 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. [silence] Thank you for calling Linksys. This is Epie. How can I help you? [silence]
00:00
Speaker 1
[silence] This message has been transcribed. One moment while I notify the caller. Hello? Hello? Yes. Uh, I have some issues with a uh router and I called spectrum and Spectrum said that don't see any issues with the internet. But it's the router. They're the one who gave me the number from you guys. Mhm. Uh, yes. The serial number is 18 L of life 20.
09:00
Speaker 2
Hello? Hello, this is Abby from Linksys. This is Abby from Linksys. How can I help you? Yes, ma'am, hello. Okay, can I have the model number and the serial number of your Linksys device? Just try to look underneath it.
09:00
Speaker 1
723, 723, 946. Luz Estrada. Luz Estrada. L as light. U as umbrell A. C as zebra. T as in Thomas. E as in Edward. M as Maria. A as in apple. D as David. Hotmail.
10:00
Speaker 2
Okay, it's 18 L for Larry two zero S for Sam, uh zero C for Charlie uh 723946, right?
10:00
Speaker 1
Mm-hmm. Correct. I I have some issues since yesterday and they said they rebook the module but then it says it's not a mud the problem. They said the issue is uh the router. I said, well, I don't know. They want me to unplug it and plug it back in, wait for a little bit in the broadcast yet. I did, but then it keeps it happens yesterday and it happens again today. So definitely they told me to it's not the module. It's the router.
11:00
Speaker 2
Luz at hotmail.com. Okay. So that's Luz Haass at hotmail.com. Okay. All right, ma'am. So yeah, thank you for that information. So, um, specifically What's the problem with your router? Are you not able to go online?
11:00
Speaker 1
Right now the fix is, yes. They fix it and it's on now. But it's where it works. And it's not blinking on anything. It's solid light, but the internet is not working, so until I plug it and unplug it back in, so they reboot it again. Yeah, but they said it's not on the end because it's not coming on its spectrum. Right, remember. [silence] [silence] I know.
12:00
Speaker 2
Okay. So, but right now, all of your devices can't go online, right? I see. Okay. So you're trying-- what are you--. You-- you mean to say the internet is unstable. So you've tested your connection from the modem. So did you like try connecting your computer straight to the modem and verify if you have stable connections that way without the Linksys. [silence]
12:00
Speaker 1
I never I never use this you know it's just like and now when I wanted to use it is much isn't it something huh
14:00
Speaker 2
Fix your connection issues since you're having intermittent connection there. So you just need to search for for that article, ma'am. So you can search for, uh, uh, tips or how to resolve the issue, um, regarding unstable connections. So aside from that, you can also take advantage of our AI tool at the bottom right. So there's an AI agent at the bottom right. You can make use of that so that's that's what we can offer ma'am. Since the this is no longer covered for technical support. How long have been, uh, how long have you been using this iPhone 13? Is there any link between the new software that you're running and the unstable connection that you're having?
14:00
Speaker 1
But I don't know. I don't remember. It's been a while. You know, I I I used to have I used to have a router, too, from from Spectrum. And uh guy, the technician, uh showed up the last time, he said, I don't need it. So, he took it. I regret it now that he took it. Big time. Because if was on my it, there was only the router, you know, I can remove my my router and just leave them. So, Okay.
15:00
Speaker 2
perhaps you have a text analyze this device. Okay. Yeah, I really do apologize for that. As much as we wanted to give out technical support now, but it just shows here that your device is out of warranty. Mm-hmm. Okay. Understand.
15:00
Speaker 1
Wow. Thank you for letting me know. That's all. Thank you.
16:00
Speaker 2
All right. You may you may try you may try our website, ma'am. You may actually check some articles there. So might thank you so much for your time then. And thank you for calling Lingues Smith Blue. This is Epi. You do have a great night. Take care, ma'am. Thank you. Bye-bye.
16:00