V2 Rubric Detail — b87201f4-772e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 22:29
Duration
13m 33s
Contact
Jesavana Dimarco
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135865
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ 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

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication1.25/5
Ownership2.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall15.6% (-18.4)

V2 Grader Summary

The agent failed to perform any technical diagnostics or use KB-driven troubleshooting, instead insisting on the customer's physical presence. The agent misidentified the hardware setup by assuming a separate modem existed despite the customer's contradictions, and provided no meaningful technical guidance beyond a generic email.

V1 Case Analysis

Customer reports complete Wi-Fi and internet outage. Agent failed to perform any troubleshooting, incorrectly stated remote support impossible, and sent only generic setup email. No resolution achieved.

Troubleshooting Steps
  • Collected serial number
  • Identified device as E5350 (unverified by customer)
  • Sent generic setup email
Key Observations
  • Agent claimed physical presence at the router is required to assist, which is factually incorrect and contradicts Linksys remote support model ([02:00], [03:00], [05:00]).
  • No basic troubleshooting was performed: no power cycle, no LED check, no WAN verification, no speed test at modem.
  • Agent failed to confirm the router model with the customer despite uncertainty ([01:00]).
  • Agent provided no actionable next steps beyond a generic email the customer had already tried ([12:00]).
  • Customer's frustration was not acknowledged, and the call ended without a clear resolution path ([13:00]).
Positive Highlights
  • Collected the serial number accurately from the customer ([01:00]).
  • Captured the customer's name and email address correctly ([07:00]–[08:00]).
Agent Errors / Gaps
  • Incorrectly stated that the agent must be physically present at the router to provide support ([02:00], [03:00], [05:00]). This is a fundamental violation of remote support protocol.
  • Failed to perform any basic troubleshooting steps (reboot, LED check, WAN verification) despite the issue being a complete internet outage.
  • Did not verify the router model with the customer before referencing the E5350.
  • Provided no meaningful next step or escalation path after the customer declined the ineffective email solution.
  • Gave contradictory information about the presence of a modem and the network topology ([04:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; customer's Wi-Fi remained non-functional, and no RMA, troubleshooting confirmation, or limitation explanation was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (e.g., reboot, modem test, LED check); agent skipped troubleshooting and defaulted to email instructions.
R3 Partially Met Correct resolution path conf 93%
Agent correctly acknowledged inability to remotely access the router but failed to explore best-effort OOW troubleshooting (e.g., guiding customer through reset steps over the phone despite location).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify specific symptoms or determine root cause. No diagnostic questions were asked regarding the LED state or modem connectivity, which are primary steps in the universal_escalation_guide.md and adjacent_wifi_coverage.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools or KB-driven diagnostic paths. Despite the customer stating they were not home, the agent did not attempt to gather basic information (like the LED color) that would have allowed for a preliminary diagnosis based on the KB.
T3 Not Met No misinformation conf 94%
Agent provided no technical guidance. The agent assumed the customer had a separate modem ('you have a box connected to your Linksys router') while the customer explicitly stated they only had 'the little router box,' showing a failure to validate the hardware setup before providing advice.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lost control of call flow, and repeatedly echoed same point (‘need to be at home’) without advancing the interaction.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language and polite tone but failed to adapt to customer’s frustration or confirm understanding of instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disclaimed ownership by stating ‘we can’t help unless you’re there’ and transferred responsibility to ISP without attempting resolution.
O2 Met Proactive follow-through conf 93%
Agent committed to sending email instructions within 3–4 minutes and followed through, providing clear next step.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer expressed frustration over unresolved issue and lack of support options, yet agent did not escalate or offer alternative path despite warranted escalation triggers.
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 92%
Agent apologized twice and maintained politeness but did not specifically acknowledge customer’s hardship, repeated effort, or emotional state.
X2 Not Met Tone & rapport conf 94%
Agent maintained a rigid, scripted tone and did not adjust pace or empathy level despite customer’s escalating frustration and confusion.
X3 Not Met Overall experience conf 96%
Customer had to repeat information (e.g., email address), and agent imposed physical presence as a hard requirement, increasing customer effort.
Call Transcript24 turns · 24 lines
Speaker 1
the unreboughtING-version. Hi, so I called earlier about my Wi-Fi not working and I figured out it was outreach internet. They are currently closed right now because of the Independence Day weekend.
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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. 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. Thank you for calling Linksys. This is Evi. How can I help you?
00:00
Speaker 1
And I was wondering if you guys could kind of just reset it because that what it's likely out till Monday and my phone does not work at all up here. I live, so I only go off the internet. So I was kind of curious what to do about that. Yes. Yes, the serial number is 30 K 1 0C 6 7 90 7 6 7 8.
01:00
Speaker 2
Okay, so your Wi-Fi is not working right now. Um, and you're using a linksys router. Can you have the model number and the serial number of your link device? [silence] Okay, let me just check this serial number now.
01:00
Speaker 1
[silence]
02:00
Speaker 2
you lost your connection. Oh, okay. Well, ma'am, there's really a need for us to check on the router, because if it's not working, probably your router is not communicating with your modem. And if that is the case, there's a need for us to verify the settings by accessing your router. So we need to be on the router, near the router in order for us to access it.
02:00
Speaker 1
know, there's based on you to figure it out, okay. So can you guys not do that because I'm not home or can you guys do it? Or what is the plan? So I need to okay? So how do we do that? Then do I have to be home? What? So how okay. So I don't have my phone does not work when I'm home. How am I supposed to call you guys if the Wi-Fi isn't working? I don't have any service.
03:00
Speaker 2
We don't have an onsite technician ma'am. We can only assist you over the phone. We need to we need to be on your router, okay? Um we need to have the hardware. So we can check the router if it's communicating with your modem. So that's the only way for us to verify the settings. We don't have any access to your router here. [silence] [ silence] Yes, you need to be at home. [silence] Okay, here's the thing. Um you may try our [silence]
03:00
Speaker 1
So the, no. No. My, I have the little box and that is it. Um, I've, like I said, I've been in the house for a year and a half now, and it's only the little router box. And the internet does not work, so I cannot make phone calls. I cannot go on the internet when I'm home. I don't have a computer. So last time you guys just sent somebody out there. Is that outreach that sent somebody out there?
04:00
Speaker 2
Website. First name. Okay? Um, are you able to go online using your, your modem? Because uh, you have a modem. You don't have a modem. Okay. Okay. You have. You have a a box connected to your Linkus router. Now that is the modem, okay? That, that, that is the uh, the box that came with your internet provider. Now, you may try connecting your computer. If you have a computer at home, you may connect it straight to your modem. [silence] No ma'am. We really don't have an on-site technician.
04:00
Speaker 1
Okay. I, that's not what I asked you. I asked you, I asked you if outreach sent somebody out there because I've had somebody come out there before to reset it, and for it to work. I cannot get a hold of outreach. So, it was the internet provider who went up there. [silence] Okay. So they're closed. So that's why I was calling you back, because I cannot get a hold of them. So, it's basically just, go ahead. [silence]
05:00
Speaker 2
You may try at your internet provider. Maybe they're, yeah, maybe that's your internet provider, Ma'am. Cuz we don't offer any onsite technician. So you may try reaching outreach and check if they can do that. If they can assist you connecting the modem to the router and configure it. Well, I apologize, Ma'am. In order for us to Yeah, in order for us to assist you, we need to we need to be on your device.
05:00
Speaker 1
Okay, yeah, so, like I said, I cannot make phone calls when I'm home. I don't have a computer to plug it in at. So none of those options are gonna work. So that's why I'm out of town calling you because it does not work at home. I live out in the country in the middle of buttfuck nowhere. And that's why I have internet. So, so there's nothing to do about it because you guys can't do anything because you I need to be there. Yeah, and I have no okay. Okay. And go for it. Yes. Yes, because like I said, I cannot make phone calls and I don't have a computer to do that. So,
06:00
Speaker 2
So, you need to be at home in order for us to. You know? You know. Yeah, we really have no other choice, ma'am. We don't have any other option. We we can send you. Mm. We can probably send you an email, um, and instructions on how to configure this router, uh, that's the best that we can do.
06:00
Speaker 1
So, if I could have been home to call you guys to get this shit figured out, then I would have been home. So what? So, yes, I would like you guys to send me an email so I can try to get this figured out myself. Since you guys cannot do anything. Yeah, that would be great. It's J E S A V A N N a. It's D I space capital M A R C O.
07:00
Speaker 2
Yeah. Well, the best that we can do is to send you an instruction or instructions and how to set this up manually. Yes, ma'am. I apologize. We really need to be on the device in order for us to walk you through the process. But since you cannot call us at home, then we'll rather send you an email and follow the instructions from there. Okay. But let me create a record. Can I have your name? And your last name?
07:00
Speaker 1
Jes Abana, dot o three at gmail.com. No, it's V as in Victor? Yes, yes.
08:00
Speaker 2
okay. And, uh, what about your email address? Okay, let me verify that again, ma'am. That's J for John, E S as in Sam, A B as in Boy, A N A. D for David, oh V for Victor, okay. .03@ gmail.com. Okay. All right, ma'am. Okay, so, I'll just create a record for you here and I'll send you the the email using uh, this email address. So, uh, just give me uh, three to four minutes.
08:00
Speaker 1
okay. Sounds good. Have a biker. Is there a router box at the house for the Wi-Fi? The last time I recall was just a little, thing like this with the two cords and that was it. I literally with it and I don't ever see the memory of like a square one that usually comes Oh, no, you're fine. Okay. The lady's fucking retired. She goes, you need a call when you're there to see for us to be connected to the router. Can't next.
09:00
Speaker 2
OK. So, I can send you the email, OK? All right. Just hold on. his.
09:00
Speaker 1
No, I have to wait for the release. Yeah. Okay. And then it's just the router. Because I don't have a box. It's just the hard wired one. So I will do that. Um, was okay. I just got the email. Yeah. And I'm reading over it right now. And that's pretty much what I did yesterday. So it looks like it's just not going to work till Monday. Because I've already done this multiple times because I've been out there for a year and a half. So I know how to work the Wi-Fi usually.
12:00
Speaker 2
Hello, ma'am. Yes, hi. Thank you so much for patiently waiting. I apologize for the hold. Yeah, I just sent you the email instructions. So you may follow that, um instructions on how to set up your E5350 router. Okay. All right, so you have the, you've received the email, right? [silence]
12:00
Speaker 1
So, that's pretty much it until I can get a hold of outreach then. Okay. Well, thank you, I guess, for not really helping at all and wasting the time. Have a good rest of your day.
13:00
Speaker 2
Yes, ma'am. So, okay. Well, thank you for calling Linksys, Ms. Sousa. Thank you again. You have a great night.
13:00