V2 Rubric Detail — b50a68f2-5f9c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:36
Duration
11m 28s
Contact
Candice Warax
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132138
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Technical2.81/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.9% (-17.1)

V2 Grader Summary

The agent provided partially accurate troubleshooting by suggesting a direct connection test to isolate the issue, but failed to take ownership, set clear next steps, or demonstrate empathy. While the technical advice was sound, the lack of control, communication, and follow-through resulted in an unresolved case with significant customer effort — qualifying as an Ownership Gap.

V1 Case Analysis

Customer (E5400, serial N1003091927D01) reports no internet after power outage. Agent advised checking wall outlet, contacting ISP, and testing via TV. No resolution confirmed; no case created.

Troubleshooting Steps
  • Confirmed ISP (AT&T) and router LED status (green).
  • Suggested checking wall outlet and contacting ISP.
  • Advised testing router by connecting directly to TV (unclear if TV supports Ethernet).
Key Observations
  • Agent referenced 'old VPN name' at [10:00], which is not a feature of E5400 routers.
  • No case was created despite collecting model and serial, violating protocol.
  • Call ended abruptly without confirming resolution or next steps at [11:00].
  • Long silences at [08:00] and [09:00] disrupted flow and efficiency.
  • Advice to 'connect to TV' is ambiguous—most TVs lack Ethernet ports, making this step potentially invalid.
Positive Highlights
  • Correctly identified that a green WAN LED typically indicates physical connectivity [08:00].
  • Collected accurate product model (E5400) and serial number (N1003091927D01) [06:00–07:00].
  • Correctly emphasized the need to verify ISP-side service before blaming router [07:00–08:00].
Agent Errors / Gaps
  • Did not follow standard WAN troubleshooting flow: skipped power cycle, WAN LED verification, and firmware check.
  • Provided inaccurate technical advice: E5400 does not support consumer VPN functionality; reference to 'old VPN name' is misleading [10:00].
  • Failed to validate whether the TV could actually be used for wired testing—most smart TVs do not support direct Ethernet connection for internet validation.
  • Did not create or reference a HappyFox case number despite collecting serial and model.
  • Ended call without confirming resolution or summarizing next steps [11:00].
  • Gave fragmented instructions without confirming customer understanding or ability to perform steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or confirm a working state; only suggested external checks without verifying resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about ISP, LED status, and suggested direct connect test — relevant steps — but did not guide through router-specific diagnostics like WAN status or admin login.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified potential ISP/apartment infrastructure issue and advised appropriate isolation step (direct connect), but failed to complete full L1 troubleshooting path before deferring to customer action.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet), asked about device connection and LED color, but did not ask about WAN status, router reboot success, or firmware — missing key diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 90%
No use of remote tools, admin interface check, or KB lookup; relied solely on verbal customer report without attempting to verify via available resources.
T3 Met No misinformation conf 95%
Correctly explained that green LED indicates physical link, and that testing directly at the wall jack isolates whether the issue is with Linksys or upstream.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no clear structure, placed caller on unexplained hold, gave fragmented instructions, and abruptly ended call without confirmation or closure.
C2 Not Met Confirmed understanding conf 95%
Used confusing phrasing (e.g., 'trace that one', 'connect it directly to the TV'), did not confirm understanding, and failed to adapt to caller’s evident confusion and distress.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility to customer and ISP without taking ownership; did not document case, follow up, or ensure resolution path was clear.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up commitment; instructions were vague (e.g., 'check the wall', 'connect the TV') with no owner or expected outcome.
O3 Not Applicable Closure confirmation conf 100%
This was the first point of contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted — issue was within scope of L1 support but not fully resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s emotional state (caller was clearly distressed, speaking to family members, expressing frustration), and offered no acknowledgment or reassurance.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or language to match the caller’s confusion and stress; continued with complex, poorly structured instructions.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial number; agent increased effort by giving indirect, ambiguous instructions instead of guiding step-by-step.
Call Transcript15 turns · 17 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.llinksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your device serial number and contact information, 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
Mom, I think it's done. It's done. Turn it off. [silence] I have enough. Mom. [silence] My Dad comes. My dad, I'm inside. Hey. Tada. Okay it has to notice but air. What? It's a hazy eyes. Okay now I'm just the other one. I'll get you. I'll be going. Why are you hitting stuff? Okay. Are you mad? Okay. What? [silence]
02:00
Speaker 2
Thank you for calling. Thank you for calling Linksys. Yes, my name is Nathan. Nay know who am I speaking? Can this?
05:00
Speaker 1
It's WORAQ, W-A-R-A-X. Um, well, I'm calling about my mother. Um, it, it, yeah, it would probably be K-A-R-E underscore free, F-R-E-E, two@yahoo.com. Uh, mom's internet is not working. It's like I unplugged it and plugged it back in and it's saying that there's no internet. Um, it is, okay, the model number is E5400. And the serial,
06:00
Speaker 2
Candice, what's your last name, Candice? All right. You first I'm calling us, right And this is. All right. And you have an email address? I will create a ticket for you. Something that you can receive. Um, tell me, what is the problem? Let me, um, what is the model of your router? And you give me the serial number as well. And the serial number. Yes, um, thanks. Thanks a lot. Please hold on the line for they're connecting you to the next available agent. I think they can assist you in resolving your problem, and you'll have a great day. Thank you.
06:00
Speaker 1
It's N1003091927D01, 701. Okay. Um, it started after the power went out, and it wasn't working very well, and so then I unplugged it and plugged it back in and it's been about what, 45 minutes now? Um, Mom, do you have Xfinity or who's your internet company? It's AT&T. So should I just call AT&T? Okay.
07:00
Speaker 2
[y] Um, Number? Let me find the router. I'll get back to hear. Stay in the line. Um, Did you call the internet service provider? If the line is good on their side, it sits spectrum or Xfinity your internet company. Um, um, not yet. not yet. Let's take a look. Um, do you have an AT&T device aside from
07:00
Speaker 1
do you have any other device besides this? No. No. Yeah, I'm kind of like, getting up to the TV, to my phone, to her phone and it's not working. I mean, it pops up, but it says no internet. Um, it is that's just WPS mom. It's a, it's, it's going there from it. I know it's there's no color on it. It's just on the internet line or yellow. It said green light.
08:00
Speaker 2
[silence] [E E 1 5 4 00 your links.] It is connected to another device. Can you trace that one and check what is the status of that device? [silence] [Mhm.] All right. What is the color of the light on the router? Your E 1 5 4 00? [silence] In the front. Ah, okay. [silence] [ silence] It's a green light on it. Green means it's good. Now, follow that line that goes a yellow with the internet line. Follow that line.
08:00
Speaker 1
Okay. One second. Okay. [silence] Okay. I found it. No, Mama, this one. This one. Where does that line go to? I don't know. It's right here in the wall. Okay. Do you want me to unplug it from the wall and plug it back in? Okay. No, it's just plugged into the wall. It's just plugged into a wall. We're at an apartment complex, yeah, and it just goes into the wall. No, I will actually, let me do that. Thank you.
09:00
Speaker 2
Where is the other end?
09:00
Speaker 1
Okay. Okay. Yes. Okay. No.
10:00
Speaker 2
Not yet. Okay, that's the first one that you need to talk to them. The second one is we need to verify if the router is working. Now you can still see your old VPN name, right? Okay. Now, try that one and then verify whether they have internet, because if we do something on the router, we reset it or format it. If there is no source coming from the wall going to that one, it will still be useless. We need to verify if from the apartment complex if they have internet. Now, another way to verify that one is you remove the linksys. You connect it directly to the TV, and if there's internet, then the problem is in the linksys. Or do you have a computer that can connect directly wired to the internet port? TV would be good. If they have, you connect it directly to the TV and if you have...
10:00
Speaker 1
Okay. All right. Thank you. You too. You're right. Yeah! All right. Bye-bye.
11:00
Speaker 2
Internet then the problem is in the link. This if you still have no internet the problem is coming from the apartment complex. Yes, all right. All right, Candace, nice talking to you and I hope you got my instructions. Have a nice day and good day. I hope I was able to be of help. And thanks for calling. My name is Nathan and from and bye-bye for now. All right.
11:00