V2 Rubric Detail — b9988d24-719c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:22
Duration
7m 14s
Contact
Carol Legall
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135002
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA6350-4B
⚠ 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
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-47.7)

V2 Grader Summary

The agent failed to diagnose or resolve the router issue, offering only a reset and eventual suggestion to buy new hardware. Minimal troubleshooting was performed, no tools were used, and the customer was dismissed with inaccurate warranty and support information. No escalation occurred, and the interaction resulted in an unresolved outcome with significant customer effort and no ownership demonstrated.

V1 Case Analysis

Customer reports router repeatedly resetting and no internet. Agent did not confirm model number, assumed warranty expired, advised power-cycle (already attempted), explained reset erases Wi-Fi settings, offered $15 paid support, and recommended purchasing a new MX6200. No diagnostic steps performed.

Troubleshooting Steps
  • Advised power-cycle/reset of the router
  • Explained that a factory reset erases Wi-Fi SSID and password
Key Observations
  • Agent never asked for or confirmed the router model number, a critical protocol failure for troubleshooting.
  • Warranty expiration was stated without verification via serial lookup or customer confirmation.
  • No diagnostic steps (e.g., checking WAN status, firmware, or LED pattern) were performed despite repeated resets.
  • Customer had already performed resets multiple times, yet agent repeated the same ineffective suggestion.
  • Recommendation to buy a new router was premature and not based on any technical assessment.
Positive Highlights
  • Collected the device serial number and customer email for record-keeping.
  • Correctly explained that a factory reset erases Wi-Fi SSID and password (accurate per KB).
Agent Errors / Gaps
  • Did not collect or confirm the router model number — a fundamental protocol failure for product-specific support.
  • Assumed warranty expiration without verification or lookup (contradicts KB guidance on warranty checks).
  • Provided no substantive troubleshooting beyond a generic reset suggestion, despite the customer having already performed it multiple times.
  • Failed to diagnose the actual issue (e.g., check if the router is stuck in a reboot loop, verify WAN connection, or inspect firmware status).
  • Recommended purchasing a new router without first attempting any valid diagnostic steps (contradicts KB troubleshooting flow).
  • Repeated filler language and unclear phrasing (e.g., 'I love it', 'Oh God') reduced professionalism and clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested buying a new device and did not resolve the router issue or offer a valid troubleshooting path to resolution.
R2 Not Met Diagnostic thoroughness conf 93%
Only asked about power cycling and reset; no systematic troubleshooting like checking firmware, connectivity, or logs was performed.
R3 Not Met Correct resolution path conf 92%
Agent prematurely concluded the device was out of warranty and pushed paid support/new hardware instead of attempting best-effort troubleshooting for an older device.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Did not identify root cause, failed to ask diagnostic questions about symptoms, firmware status, or network state.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools such as remote access, firmware check, or logs; relied solely on customer description without verification.
T3 Partially Met No misinformation conf 85%
Correctly explained that factory reset erases Wi-Fi settings, but inaccurately stated warranty had expired and that paid support was required.
Communication
C1 Not Met Clear & professional language conf 88%
Agent delivered a long monologue without clear structure, failed to set expectations, and lost control by shifting focus to sales instead of resolution.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not confirm understanding or adapt to customer’s expressed confusion about access.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership; avoided troubleshooting by suggesting paid support and replacement.
O2 Not Met Proactive follow-through conf 90%
No clear next steps provided other than purchasing a new device; no follow-up plan for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue could have been triaged but wasn’t escalated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
No empathy expressed; dismissive tone when suggesting customer buy new hardware without resolving issue.
X2 Not Met Tone & rapport conf 88%
Agent did not adjust to customer’s pace or confusion; failed to maintain engagement or check comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated information; agent added effort by pushing unnecessary hardware purchase instead of solving issue.
Call Transcript12 turns · 14 lines
Speaker 1
No. Hello, yeah, um, yesterday. My umm Linksys went down and up till today is not functioning. So I called uh I I called spectrum and they said that the problem is not theirs is probably link Linksys and they said it might need a firmware update upgrade and I'm sure you would know better than than them I think. The serial number is one four Y four zero M two seven B zero five one one nine.
00:00
Speaker 2
I do apologize you. Mm-hmm. Go ahead. Mm-mm. Mm-mm. Okay, got it. Thank you, ma'am. I do apologize, you experienced a network connection in your router from links. Is. Minnow, by the way, what's the serial number for links this links to the device, please? Mm-mm. Mm-mm. I know, by the way, um, if this is the first time you've called linked systems. Okay. Mm-hmm. Okay. How long have you been using this router, ma'am? Okay, got it. Uh, let me create a user record for you in the system before we proceed and troubleshoot your device. May I have your first name and last name? About email address. Email.
01:00
Speaker 1
2,000 at yahoo.com. Okay. Yeah, yeah, I did that about three times and then when I called um Spectrum, they told me to do the same thing. So about four times I did it. Yeah, I did. Yes. Yeah, I did click press the reset button every time. [silence]
03:00
Speaker 2
Sure. Thank you. I love it. Great. So give me just at least three minutes, ma'am. Let me just create a record for you. Okay. I'm just going to finish it here in the system. Thank you. Um, have you tried by the way, ma'am? Uh, like power cycling the device. You fold uh, you turn it off, turn it back on. If it will work. Okay. Oh, God. But you did not press the reset button at the back of it, right? You did. You did. You did hit. Great. So remember, by the way, you want.
03:00
Speaker 1
Okay, repeat that because because I am not getting any access to go online. So
04:00
Speaker 2
By the time that you are going to press the reset button, ma'am, it means that you're going to erase your current router setting. So it includes your Wi-Fi name and Wi-Fi password. That's what that will happen. Now, if that's the case, you need to reconfigure again your Linxis device so that it will be connected to your Internet or to your modem. Now, I was yes, because once you hit the reset button, ma'am, it means that you've erased your current Wi-Fi name and Wi-Fi password. So you need to set it up again from the beginning, from scratch. Now, I have double-checked the Linxis device that you have here. I was able to create a record for you also in the system. However, based in your records here, ma'm, the warranty [silence]
04:00
Speaker 1
Oh... Okay. Okay. Okay. Well I I'm not I'm not that savvy so if I'm going to go through this I I think I'll just go ahead and probably get a new device
05:00
Speaker 2
50 of your product is already been expired, and just to set proper expectation that we no longer provide free technical assistance for our warranty devices. However, if you still insists, we can still provide you one time phone support, but it will only last for 60 minutes and that's for $15. Now, if uh-huh. Go ahead. [silence] Um, actually, that will be my our last option for you, ma'am, because of course, if you're going to troubleshoot your router, there is a still a tendency that you will still experience the same issue because this is our first generation routers. You might try to um upgrade to a newer version so that you will have a smooth connection moving forward.
05:00
Speaker 1
Yeah, I think I'll do that. Okay. OK. Amazon, Home Depot. That's nice. OK. Nice topic. OK. All right. No. Um, what's the latest model? Because I don't know MAX 6200, right? 6200. OK. All right. OK. Thank you. No.
06:00
Speaker 2
All right now yeah you can by the way purchase it via Amazon Walmart best by target home depot they're the one selling links to devices now anything else I can assist you aside from this best by yeah Best Buy target home depot All right Anything else? You can try ma'am MX 600 Yeah Yes ma'am All right Okay anything else? You're welcome So if you need further assistance setting up your new device you can always call this back here
06:00
Speaker 1
okay then all right yeah okay then thank you bye
07:00
Speaker 2
Mal. Okay. That's fine. All right. Thank you and have a nice day. Bye-bye for now. Bye-bye.
07:00