V2 Rubric Detail — b2e32f30-6115-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:35
Duration
9m 9s
Contact
Deral Titts
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132461
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent released the call abruptly after silence without attempting callback commitment or offering return contact method, violating protocol for handling dropped calls.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.19/5
Technical1.25/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent identified the device was out-of-warranty and offered paid support, but provided technically inaccurate instructions (10-second wait vs. 30-second minimum) and cited a fake website (support.cognosis.com). The call was abandoned mid-troubleshooting without resolution, follow-up, or proper closure, resulting in an ownership gap. The abrupt termination constitutes a critical failure under 'Line Release' policy.

V1 Case Analysis

Customer reported no internet on EA7430 after Spectrum outage. Agent offered paid support, advised power-cycle, provided incorrect URLs, and terminated call without confirmation. Issue unresolved.

Troubleshooting Steps
  • Advised power-cycle of modem and router (unplug both, wait 30 seconds to 1 minute, plug back in)
Key Observations
  • Agent provided two incorrect and potentially unsafe URLs: 'register.linxys.com' [00:00] and 'support.cognosis.com' [08:00].
  • Agent misheard and misspelled customer's last name as 'Tits' instead of 'Pitts' [01:00].
  • Agent terminated the call abruptly after 10 seconds of silence without attempting re-contact or leaving instructions [07:00–09:00].
  • No verification of whether the power-cycle resolved the issue; customer was not asked to confirm router lights or test connectivity.
  • Warranty status was stated without evidence of lookup; no offer of self-help path after paid support was declined implicitly by non-response.
Positive Highlights
  • Correctly identified the need for a modem-and-router power-cycle as a valid first-step troubleshooting action for WAN issues.
  • Collected full serial number (35L10M2480056) and model number (EA7430) despite ASR challenges [03:00–04:00].
Agent Errors / Gaps
  • Misheard and misspelled customer's last name as 'Tits' [01:00].
  • Provided incorrect and potentially unsafe website URLs: 'register.linxys.com' [00:00] and 'support.cognosis.com' [08:00].
  • Stated warranty status without verifying via lookup or providing evidence.
  • Offered paid support before confirming the issue or attempting basic troubleshooting.
  • Failed to verify whether the customer completed the power-cycle or if internet was restored.
  • Abandoned the call without confirming customer presence or providing a clear next step [07:00–09:00].
  • Did not create or cite a HappyFox case, violating case management protocol.
  • Gave no self-help resources (KB article, email, or correct support site) after customer did not respond to paid support offer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet connectivity issue, failed to confirm any outcome, and ended the call without achieving resolution or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested power cycling both modem and router, which is a relevant first step, but did not follow up to verify results or proceed with further diagnostics.
R3 Met Correct resolution path conf 96%
Agent correctly identified the device as out-of-warranty and offered paid support per policy, aligning with appropriate resolution path for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent skipped key diagnostic questions (e.g., LED status, WAN IP, ISP outage confirmation) and did not identify root cause before recommending action.
T2 Met Appropriate tools / resources used conf 91%
No advanced tools (remote session, logs) were necessary for basic power-cycle troubleshooting; agent acted appropriately within scope.
T3 Not Met No misinformation conf 98%
Agent instructed to wait '10 seconds' (should be 30–60 sec per KB) and provided incorrect URL 'support.cognosis.com' instead of 'support.linksys.com'.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost control by failing to manage silence, did not re-engage customer, and abruptly terminated call without transition or confirmation.
C2 Partially Met Confirmed understanding conf 92%
Agent used simple language but did not confirm understanding or adapt messaging after customer repeated steps; minimal comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent introduced paid support but abandoned call mid-troubleshooting without fulfilling commitment or transferring responsibility.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up plan was established; call ended without closure or direction for customer.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff or continuity required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy beyond brief apology for warranty status; failed to acknowledge customer frustration about internet outage.
X2 Not Met Tone & rapport conf 95%
Agent maintained scripted tone despite customer confusion and disengagement; failed to adjust pace or check comprehension.
X3 Not Met Overall experience conf 96%
Customer repeated personal details unnecessarily; agent did not use available info efficiently and created avoidable friction.
Call Transcript14 turns · 17 lines
Speaker 1
Well, [silence] Yes, I'm having trouble with my uh links trying to get on the internet and I called Spectrum and they gave me your number to help me try to
00:00
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.linxys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support. Please have your devices 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. Hi. Thank you for calling. This is Regina. I'm going to help you today. [silence]
00:00
Speaker 1
get this straightened out if I can. Yes, I think he is. Uh-huh. Yes. Uh, first name is Daryl. D E R A L. Last name is Pitts. P I T T S. no. D E R A L. That's okay. Yes. Yes ma'am. Uh, 919-477-3010. His
01:00
Speaker 2
Is this your first time calling us for support? And are you calling from the United States, sir? May I know your first name and last name? Okay. So your first name is Daryl, D-A-R-E-L. Okay. Sorry, Daryl. And your last name is Tits, E-I-T-T-S. And your callback number? [silence] And your email?
01:00
Speaker 1
Dpitts1, D-P-I-T-T-S-1, number one at nc. dot rr dot com. Yes ma'am. Just one. Uh, I'm trying to find it now. No, uh, I can look on the machine, right? Okay, hold on one second. Let me put the phone down. Hold on. Sure. You there? I got you on this, I got you on the speaker box. [silence] just [silence] one.
02:00
Speaker 2
yes d recits number one at nc november charly rr.com and how in what languages router do you have then can't Le provide a serial number yes underneath her on the bottom of the router okay sure yes I'm still here
02:00
Speaker 1
All right, the serial number is. 35 L. 10 M, mary. 248 zero, zero, 5-56. Yeah, I think, yeah, it looks like 8, uh-huh. I didn't know whether it was eight, huh? The model number? Uh, any model number? Password. Uh, model number is,
03:00
Speaker 2
Mm-hmm . Okay, so it is 3-5-L for Lima, 1-0-M for Mike, 8-2-4-8-0-5-5-6. And the model number? The model number. [silence]
03:00
Speaker 1
OK. E as an easy A as an apple, 7430. Is EA seven four three zero? Yes, ma'am. Easy apple, 7430. Spectrum, security and the system went down last night on the internet and I just cannot get on the internet. Transcriptionist- JOELL Ro
04:00
Speaker 2
887340 Okay thank you for that and you mentioned earlier that your internet service provider is Spectrum okay it doesn't have any internet connection I totally understand that now before we proceed um sir I would like to set the expectation regarding of the warranty status of your link
04:00
Speaker 1
Oh, really? okay. Now what I did do, I didn't do the uh I did a route I unplugged that and wait till 10 seconds and plug that back in. But the modem, I did not I did not do that to the modem. So
05:00
Speaker 2
Sccess router. my how it does in our system that this device is no longer under warranty. and I really apologize that live support is no longer available. however, we have a paid support. So I can still assist you figure out what's really going on, but then you need to pay $15 and it's good for 60 minutes of troubleshooting. but but have you tried also to power cycle your modem and then the router? Unplug the modem and then the router. then wait for 30 seconds to 1 minute to plug the power back to boot it boot it up. Now include the modem. Okay. unplug moddem and the router. and let's wait for 30 seconds.
05:00
Speaker 1
They do both of them, right? Okay. So unplug both of them at the same time and wait 10 seconds.
06:00
Speaker 2
it's the router. yes. wait 30 seconds to 1 minute. I will let you know which device needs to be plugged in first. so make sure both devices are plugged in. okay now proceed to plug the power back of the router hello hello are you still there hello Darrel [silence] Are you still there? Okay since there has been no response from the other line, I really need to release this call after 10 seconds in order to give it to another customer. Okay, so for more information on our products and services, feel free to call us back at 800 3267114. You may also visit our website at . Our website support.cognosis.com for the helpful tips and guidance. Have a nice day. Bye.
06:00