V2 Rubric Detail — ba194f3c-7650-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:00
Duration
11m 4s
Contact
Karl Kinz
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135699
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership2.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall9.8% (-10.2)

V2 Grader Summary

The agent provided minimal, generic advice (reset and email instructions) without proper diagnostics, tool use, or ownership. No escalation was offered despite a probable hardware fault, and empathy or clear communication was lacking, resulting in an unresolved issue.

V1 Case Analysis

Customer reported no internet and inability to access router after reset. Agent misidentified company as Belkin, provided incorrect URL 'myrouter.that local', failed to collect model number, and gave garbled email address. No troubleshooting performed. Call ended without valid resolution path.

Troubleshooting Steps
  • Asked if the router had been reset.
  • Advised to connect a computer and visit 'myrouter.that local' (incorrect URL).
Key Observations
  • Agent introduced themselves as representing 'Belkin International' at [05:00], a different company from Linksys.
  • Provided incorrect router configuration URL 'myrouter.that local' at [07:00], which is not a valid Linksys access point.
  • Failed to collect product model number, preventing accurate troubleshooting or KB alignment.
  • Email address spelling at [10:00] was incoherent and would not result in successful delivery.
  • No verification of reset completion, Ethernet connection, or ISP handoff was performed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Misidentified the company as Belkin International instead of Linksys at [05:00].
  • Provided an incorrect and non-functional router access URL: 'myrouter.that local' at [07:00].
  • Failed to collect the product model number, a critical step for any support interaction.
  • Did not verify basic connectivity (wired or wireless) or guide through correct setup procedure.
  • Spelled out an invalid and garbled email address at [10:00], making follow-up impossible.
  • Did not check warranty status or create a case, violating core support protocol.
  • Gave no meaningful troubleshooting steps beyond a generic reset suggestion.
  • Failed to confirm customer's internet service type (Spectrum) or guide through PPPoE if applicable.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only promised to email setup instructions; the customer's lack of internet was not resolved or confirmed.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked only a single yes/no about resetting and gave no step‑by‑step troubleshooting (no power‑cycle modem, no LED checks, no local UI access).
R3 Not Met Correct resolution path conf 94%
Agent did not determine warranty status, did not consider a hardware fault, and offered only an email instead of a proper resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No systematic symptom identification or root‑cause questioning; agent jumped to “reset and email” without diagnostic probing.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI check, speed test) were used even though the issue required verification of router status.
T3 Partially Met No misinformation conf 88%
Agent correctly mentioned accessing the local setup page (myrouter.local) after reset, but provided no further accurate configuration steps.
Communication
C1 Not Met Clear & professional language conf 93%
Agent never set expectations, did not outline a plan, and allowed the conversation to drift without clear direction.
C2 Not Met Confirmed understanding conf 91%
Agent used generic language, did not confirm the customer’s understanding, and failed to adapt explanations to the customer’s technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent offered to send an email but did not take ownership of the problem, nor did they follow through with any hands‑on assistance.
O2 Met Proactive follow-through conf 90%
Agent gave a concrete next step – sending email instructions immediately after the call – and stated they would do it right away.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
No escalation was made despite the likely hardware fault; the agent should have escalated to a higher tier.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent gave no empathy statements; they did not acknowledge the customer’s frustration or repeated attempts.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to match the customer’s upset state; conversation remained flat and procedural.
X3 Not Met Overall experience conf 92%
Call Transcript17 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.linksys.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 the issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. [music]
00:00
Speaker 1
[silence] Yes, I purchased a router in the end of April. I'll receive a [silence]
03:00
Speaker 2
Hi. Thank you for calling Links of Joy. Who can I help you today?
03:00
Speaker 1
Okay, serial number is two one P, as in papa, one one M, as in Mike, two one B, as in Bravo, zero three two zero nine. sure, it's two one P one one M two one B zero three two zero nine.
04:00
Speaker 2
okay um I okay I have the serial number of that linkest Device please can you repeat it again please just to confirm if I got it correct
04:00
Speaker 1
Spectrum. First name is Carl with a K. Last name is K pregnant. K-I-N-Z, K-A-Y-S-C-I-N-Z, Amazon.
05:00
Speaker 2
Hi, my name is Jeff Van Arkel and I am here today representing Belkin International. I'm here to walk you through some general troubleshooting for your wireless router and your computer, just to help you to make sure that they're connected properly. I understand that you're unable to log into the router and that you can't get the Internet connection. So, in order to help you troubleshoot this, before we start, I'll need some basic information about your router and computer as well as where you purchased your router. So if you could give me your internet service provider's name, I'll have your first and last name as well as your email address, just so that if I need to follow up with you later, I can.
05:00
Speaker 1
Correct. I came in Monday morning and it was, the light was on, the Linksys light is on and, but there is no signal. No, nothing. I mean, even the hard wired stuff, nothing would work. Wi-Fi didn't work. So I unplugged everything. Called spectrum. Had them reset the router, or the modem I mean, and then reconnected everything. And as soon as I plug it in, the Linksys light comes on. It stays solid. It doesn't blink. It doesn't do anything. It just stays solid. But the nothing, nothing is coming out. And I push the
06:00
Speaker 2
uh-huh all right, so, um, like, you just use it for three weeks, and then the router stopped working? okay, I see. um, okay, have you tried have you tried to reset and reconfigure the router?
06:00
Speaker 1
(). yeah, but I'm not getting it's not. connecting. Well, I had like I said, I tried everything first and like I said, I have no plugging it in. I have no Wi-Fi, no no way to connect to the router.
07:00
Speaker 2
So because when you reset the router, you need to set it up again from scratch. Like when you try it, like you need to visit a website for you to configure it in order for it to connect again with your modem, especially the spectrum reset to your modem. Yeah. At first, it will not have any internet yet since you reset it. That's why you need to connect to it first using a computer. And then, once connected, you visit the website my router.that local.
07:00
Speaker 1
So, I have to plug it directly to it. But I have no, no internet connection. How can I do that? It won't, it won't let me do anything. But it has to be plugged into the modem to do that, correct? Okay, well, I can't do that right now because I can't disconnect our existing service.
08:00
Speaker 2
Well Ju, how are you?
08:00
Speaker 1
this is a business. OK, you can send me that. But like I said, I tried everything. I, even before I hit the reset button, I tried. There was absolutely no connection anywhere. Even before I called spectrum, there was no connection anywhere. I just came in Monday morning and nothing was worth and it wasn't working. Turned on the computers and I had no, no internet at all.
09:00
Speaker 2
Okay. Okay, I see. Or I can also send you the email instructions for the setup procedure, so that you can configure it on your own, or you can also call us back, if you want. Yeah, that's why you need to try to reset and reconfigure it first, because sometimes router will just disconnect from the network, especially if you have like power outage or sudden sudden internet outage from spectrum, then they will not reconnect automatically. That's why you need to reconfigure them.
09:00
Speaker 1
Okay, if you could email that to me, then. All right. Um, you want to read back the email address to make sure you have it correct. Yeah, sounds right. Okay, thank you. Bye.
10:00
Speaker 2
So you can try this step first and then after that and if it still won't work you can try to uh call us back after.Hmm.Okay. All right, so I'll just send you the email instruction sir right away after this call, all right? Oh yep, that's K K I N for Nancy Z at K A for Apple, y for yung, [silence] S for Sam, C for Charlie, O, T for Tango, I N for Nancy, S for Sam.com. [silence] Okay. All right sir, so just wait for the email I'll send it right away after this call. Thank you for calling Linkstus. We hope you have a good one. Bye.
10:00