V2 Rubric Detail — ba91d32e-75ad-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 00:34
Duration
9m 20s
Contact
Franco Iadevaia
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135582
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR5500 - 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

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall8.6% (-47.4)

V2 Grader Summary

The customer resolved the issue independently by switching ports, but the agent failed to conduct any meaningful troubleshooting, verify the product model, or provide technical guidance. While the issue was resolved, the agent did not achieve a successful resolution through proper support processes, resulting in an Unresolved outcome due to lack of diagnostic effort and ownership.

V1 Case Analysis

Customer reported no internet on MR5500; after switching WAN port, internet restored. Agent confirmed model, no further action needed.

Troubleshooting Steps
  • Asked which WAN port the router was connected to
  • Identified device model as MR5500
Key Observations
  • Agent did not verify that internet was working after the customer switched ports.
  • Standard troubleshooting flow (power cycle, WAN status check, firmware check) was not followed.
  • Agent asked an unclear question about ISP options that added confusion.
Positive Highlights
  • Correctly identified the router model (MR5500).
  • Polite and thanked the customer for their patience.
  • Customer expressed gratitude and confirmed the issue was resolved.
Agent Errors / Gaps
  • Failed to collect model/serial number cleanly at the start of the call.
  • Did not confirm that the internet connection was restored before ending the call.
  • Provided an irrelevant ISP list question, showing lack of focus on the issue.
  • Long silences and lack of clear call control.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer resolved the issue by switching ports independently; agent did not confirm or guide the fix but acknowledged it worked.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked no diagnostic questions about cables, power cycle, or WAN status; relied on model guess and ISP inquiry without structured troubleshooting.
R3 Not Met Correct resolution path conf 94%
Agent failed to determine warranty status, verify product model from serial number, or choose a path based on device eligibility; guessed model and gave no tailored resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No symptom-specific questions asked (e.g., modem status, cable check); agent skipped root cause analysis and jumped to assumptions about model and ISP.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use or suggest local access (http://192.168.1.1), remote diagnostics, or speed test—tools appropriate for no-internet troubleshooting.
T3 Not Met No misinformation conf 94%
Agent stated 'So you have an MR5500' without verifying from serial or label; provided no technical guidance or accurate instructions.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no call framing, and lack of control; conversation drifted into personal topics without managing focus or transitions.
C2 Not Met Confirmed understanding conf 92%
Agent repeated serial number incorrectly, used vague language, and failed to confirm understanding or adapt to customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership; offered no follow-up actions, troubleshooting plan, or accountability for resolution.
O2 Not Met Proactive follow-through conf 92%
No next steps, timelines, or verification process established; call ended abruptly without closure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this connectivity issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged customer’s gratitude but offered minimal empathy; no recognition of frustration or effort despite customer’s emotional tone.
X2 Not Met Tone & rapport conf 90%
Agent failed to match customer’s pace or emotional state; shifted to off-topic personal exchange instead of maintaining engagement on issue.
X3 Not Met Overall experience conf 92%
Customer had to repeat serial number, troubleshoot independently, and clarify connections; agent increased effort rather than reducing it.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to LINCSIS 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 regaled lynk.kss.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.
00:00
Speaker 1
[silence] ah Yeah, you're speaking with Franco.
03:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. I know who, I'm speaking Franco. What's your last name, Franco?
03:00
Speaker 1
I've been gone from my house for about two weeks. I have a a wireless um uh uh 5G wireless Verizon router, and um I got back to my house and I can connect to my router uh for the internet, but um when I try to connect to my um to my uh my my router, my Linksys router, I'm getting no internet at all. And uh I just I just tried because there's two ports on the uh wireless router, and I had it plugged into port one. So I tried plugging it into port two and the light on the Linksys router went from red to blue and then it went to uh to red again. So I'm plugging it back into the first one, And it's kind of the light, uh, the, uh, light is just kind of blinking on and off. And it's solid red, so it's, um, apparently that means I'm not getting internet. Uh, hold on. I just had it's on my phone. I'm talking to you and hang on. Serial number is okay, serial number is 4 5, 1 0 Mary, ah, was and Mary, 2 8 D, is in Delta 02040.
05:00
Speaker 2
[silence] [silence] we can still recover that one tell me what is the serial number of therouter [silence] and then we just need to
06:00
Speaker 1
Yeah. I just bought it a couple of months ago. I'm sorry, say internet. Uh no, it's uh Verizon. Oh yeah, hang on, I'm going to stick them briefly. Well, I got it, I got it now. I switched the ports and apparently somehow it went back, it's working now. Yeah, you did a great job.
07:00
Speaker 2
So you have an MR5500. Yep, yep, okay. Chorus, internet service provider, Bank, ex-std. or spectrum? All right. Do this one. I need you to go to your Linksys MR5500. It's connected to port number one right on the Verizon side. Is it?
07:00
Speaker 1
I really appreciate that. I mean, your efforts are so astounding. I could not explain how grateful I am. You, anyways. What's your name? Oh, really? What's your name? Was that? Say it again. Nathan? Are you, oh, you live in California? Oh, it's, what a, what a mess, Kel. Yeah, I, I moved, I moved from Los Angeles to, uh, to, uh, Boulder City, Nevada, which is just outside of Las Vegas. So, I mean, I know, and I just drove back from there today. So, I know the feeling. Trust me. I feel the pain. Anyway, if I have any problem, If I have any problems, I was going to call back, but I I I didn't realize it was going to be this simple. Anyway, thank you, sir. Have a nice. Take care. Bye.
08:00
Speaker 2
all right thanks bubble have a nice day enjoy right good night
09:00