V2 Rubric Detail — b57fcbc2-6c19-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 20:01
Duration
5m 7s
Contact
Bob Bertrand
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall41.0% (-29.0)

V2 Grader Summary

The agent correctly interpreted the red LED and warranty status and communicated simply, but failed to conduct full troubleshooting or take ownership. While the likely issue is ISP-related, the agent skipped basic triage steps and provided no concrete next steps or follow-up path, leaving the customer to manage resolution independently. This results in an Unresolved outcome due to incomplete diagnostic effort and lack of ownership.

V1 Case Analysis

Customer reports solid red LEDs on router nodes after remodeling; suspects AT&T line/modem issue. Advised to test internet directly via AT&T modem. If no connectivity, contact AT&T. Informed device is out of warranty; offered paid support. No model/serial collected.

Troubleshooting Steps
  • Confirmed current internet status (working).
  • Identified solid red LED state on all nodes (indicating WAN disconnection).
  • Recommended direct-to-modem internet test using a computer.
  • Explained that if the test fails, the issue is with AT&T and customer should contact them.
  • Informed customer of out-of-warranty status and offered paid support.
Key Observations
  • Agent did not collect product model or serial number, a required protocol step for product-specific support.
  • Warranty status was asserted without verification, reducing confidence in support eligibility determination.
  • Agent provided technically accurate guidance per KB article universal_isp_modem_diagnostics.md by recommending direct modem testing and contacting AT&T if the test fails.
  • Customer name 'Bob' was captured at [04:00] when agent said 'Not a problem, sir Bob.'
  • Agent correctly interpreted solid red LED as WAN disconnection, aligning with KB guidance.
Positive Highlights
  • Correctly identified solid red LED as WAN disconnection per KB guidance [04:00].
  • Provided accurate next-step troubleshooting: test internet directly at the modem [03:00–04:00].
  • Properly directed customer to contact ISP (AT&T) if the direct test fails, following KB isolation protocol.
  • Clearly explained the diagnostic logic: if modem test fails, issue is ISP-side; if it passes, issue may be with Linksys device.
  • Offered paid support options appropriately for a likely out-of-warranty device.
Agent Errors / Gaps
  • Failed to collect product model number, serial number, or perform warranty lookup despite troubleshooting a hardware-connected issue.
  • Stated warranty status as 'out of warranty' without evidence or verification, potentially misleading the customer.
  • Did not acknowledge customer's frustration or remodeling context, missing empathy opportunity.
  • Did not confirm customer's ability to perform the direct modem test (e.g., availability of Ethernet cable, computer with Ethernet port).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or confirm resolution; only advised customer to test modem and contact AT&T without verifying root cause or offering further support.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked one relevant diagnostic question (connect PC to modem) and correctly interpreted red LED as loss of internet, but skipped power cycle, firmware check, and other standard triage steps.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified out-of-warranty status and directed customer to ISP for a likely upstream issue, but did not offer best-effort troubleshooting steps (e.g., power cycle, check cables) before closing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (red LED = no internet) and asked one targeted question about modem connectivity, but did not gather model/serial, confirm setup, or explore other potential causes like cabling or router state.
T2 Not Met Appropriate tools / resources used conf 92%
No tools were used (e.g., remote access, firmware check, logs), and agent did not guide customer to local UI (192.168.1.1) to verify WAN status or settings despite red LED indicating possible configuration or sync issue.
T3 Met No misinformation conf 97%
Agent accurately explained that solid red LED means no internet connection and correctly stated device is out of warranty — both factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow and responded to customer, but provided no clear agenda, allowed long silences, and failed to summarize or confirm next steps.
C2 Met Confirmed understanding conf 89%
Agent used simple, non-technical language (e.g., 'red means disconnected') and adjusted tone to match customer’s casual style without jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership — closed interaction by directing customer to test and call AT&T with no offer to follow up, re-engage, or assist further.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or timelines were set; agent only said 'try that and then I'll talk to them' — vague and lacks accountability.
O3 Not Applicable Closure confirmation conf 100%
This was first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was upstream (modem/ISP), not requiring internal escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but did not acknowledge customer’s effort in remodeling or frustration with intermittent red lights; missed empathy opportunity despite clear context.
X2 Partially Met Tone & rapport conf 86%
Agent matched customer’s conversational pace but did not check understanding after key instructions or adapt to moments of hesitation and silence.
X3 Partially Met Overall experience conf 87%
Agent reduced complexity by giving one clear step (test modem directly), but placed full burden on customer without offering remote guidance, visual aids, or self-service tools.
Call Transcript8 turns · 10 lines
Speaker 1
Okay. [ silence ] [ silence ] [ silence ] Hi, Abby. Hey. I think last time I bought my tower, I paid for support, but I don't know. You're probably gonna tell me if I have a support plan or not. Do you want a phone number or? Okay. Okay. Okay, cool.
00:00
Speaker 2
Welcome to Linksys Support. 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 one now. For out of warranty product, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Epie, how can I help you today? Let me just check your records. I'll check your record first.
00:00
Speaker 1
spy phone, you know who I am. It is. Yep. Yep. 114 Okay Okay Well, you always hated when the There's more than one thing happening. We're moving some stuff around because we're remodeling and the router and all that kind of stuff got messed near move around into the living room. And right now I'm getting like red on my tower if it's been happening intermittently, but when we move things, uh where the internet comes into the house is like an old-fashioned like phone little square box that's kind of very picky, picky, picky. And I think it might be an AT&T thing and not a Linksys thing. So I didn't know if you guys could tell me, hey, test this out and if this doesn't work, yeah, you need to call AT&T or no, we can fix this for you. I'm kind of in that it might be not your you're might not be my problem at the at the router level. It might be where it comes into the actual cable being a little bit like too brittle. Mine is not working because my towers are red.
01:00
Speaker 2
So right now right now is your internet working [silence]
02:00
Speaker 1
yes. well when when the parents read they all go red. right? so, yeah. yeah. [silence] um and how do I do? [silence] yes, I do. [silence] yeah. [silence] Oh. [silence] then like hard wire straight in. no, I've not tried that. [silence] no. okay. I have not done that yet. I'm calling you, I'm, I'm calling you first. [silence] Mm-hmm. [silence]
03:00
Speaker 2
All the the links to these devices are read. They're all read. Okay. Did you verify your connection from AT&T? Have you checked with, you do have a modem from AT&T, right? And, uh, that it's plugged in to the parent node? Mhm. Did you try to connect a computer to the modem and check if you have active internet connection? Yes. Sir, you haven't tried that. But did you call AT&T? And they, cause, uh, since all of your, uh, the parent nodes or, I mean, all of the, uh, the nodes are red. So there's, so.
03:00
Speaker 1
Okay, gotcha. Gotcha. Gotcha. Okay. Okay. Well, let me try that and then I'll talk to them if I need to because I'm going to have to go get a whole bunch of things set up to do that little test. But, nice to know I can try that and just plug straight in. So, I'll try that and then I'll contact AT&T. But, thanks for the guidance. I appreciate it. Okay, okay. Okay, man. Now I know. Okay, cool. Okay. Thank you. Okay. [silence]
04:00
Speaker 2
Okay, visibility that you've lost signal from your modem as well. Okay? Okay? because red means it's disconnected. The, the parent node doesn't, um, it does not detect any signal from the modem or it does not detect any internet. So, we would, we, we can try to connect your computer straight to the modem and, uh, check if you have internet. Because if not, you need to verify that with AT&T. Okay? Yes. Yes. Not a problem, sir Bob. You can always give us a call. Okay. And yep, just to inform you that this device is already out of warranty. Okay. So, we do have options for that. No worries. Okay. All right. So, thank you again for calling. Good Agencies, this is Abby. You do have a great day. Bye bye.
04:00