V2 Rubric Detail — bb64edc4-7a74-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 02:28
Duration
28m 16s
Contact
Lory Manhon
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136301
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall49.4% (-4.6)

V2 Grader Summary

The agent demonstrated ownership and provided factually correct reset instructions but failed to leverage available diagnostic tools or reduce customer effort. While OOW status was handled appropriately, lack of deeper troubleshooting and poor communication of next steps left the issue unresolved, resulting in an ownership gap.

V1 Case Analysis

Customer (Lori Monahan) reports EA8300 with orange LED and no internet. Performed reset (30 s) and power‑cycle steps; issue not resolved. Router out of warranty.

Troubleshooting Steps
  • Requested a 30‑second reset of the router using the reset button
  • Guided the customer through a manual power‑cycle counting sequence
  • Checked LED color after each step
Key Observations
  • Agent never verified the WAN/Internet connection from the modem before resetting.
  • Repeated reset and power‑cycle steps without confirming outcome led to inefficient handling.
  • Call ended without a concrete next‑step plan or escalation path.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected the serial number and identified the router model.
  • Attempted a reset per the firmware update/diagnostic KB.
Agent Errors / Gaps
  • Did not follow the standard troubleshooting flow (no WAN check, no cable verification).
  • Failed to confirm internet connectivity after each reset/power‑cycle.
  • Provided no clear escalation or replacement recommendation despite the device being out of warranty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call stating they will wait for Spectrum technician; internet issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed reset and power cycle steps but did not verify WAN status, check cabling, or guide customer to router UI for deeper diagnostics.
R3 Met Correct resolution path conf 95%
Agent correctly identified router as out of warranty and proceeded with phone-based troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified amber LED and initiated reset but omitted key diagnostic questions about WAN connection, ISP status, or cable health.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use available tools such as guiding customer to http://192.168.1.1 to check WAN status or logs, which were necessary for accurate diagnosis.
T3 Partially Met No misinformation conf 90%
While reset instructions (hold 30s) are correct, the agent introduced an unsupported '10 steps of turning on and off' sequence not found in any Linksys KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the call with reset steps and counting, but the 10-step sequence was confusing and poorly explained, disrupting flow and call control.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions, and confirmed understanding where possible, adapting to the customer’s non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer the customer, and took responsibility for troubleshooting throughout.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or realistic timeline were provided; agent only said to 'keep it on and observe,' leaving customer without actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted based on the information provided.
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 80%
Agent acknowledged customer’s effort ('I know you've done everything') and offered continued support despite OOW status, but did not explicitly validate frustration or express empathy.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a calm tone and repeated instructions, but did not adjust pace or simplify further when customer showed confusion during the 10-step sequence.
X3 Not Met Overall experience conf 90%
Customer was asked to perform multiple reset attempts and a complex manual power cycle sequence, increasing effort without clear diagnostic value.
Call Transcript28 turns · 28 lines
Speaker 1
Hello, turning to Lynn's. Go to that go to support.Linksys.com. the fucking I've done everything. Just motor. they should give us a pri or you look rent it or whatever from them. right? yeah. it's like ten bucks a month. speaking. [silence] [silence] go over to they look there all [silence] [silence] [silence] [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] [silence]
00:00
Speaker 1
One moment, please. This message has been transcribed. One moment while I notify the caller. Hello? hi. I'm Lori. Norm. Yeah, hi. I actually was just talking to the AI chatbot. Yeah. The website, our model E83, router is not working. We've like,
16:00
Speaker 2
Thank you for calling, Ina. My name is Leanna. May I know who am I speaking? Hello? Hello yes, my name is Leanna. Yes, you are? Lori. Okay, how can I help you, Lori? I'm sure it's
16:00
Speaker 1
We popped Spectrum. It's not on their end. And we've like done all the troubleshooting things, whatever. and they're still, I even plugged in like a different device in the router. It's still not giving internet. But our and our modem is fine. The serial? Yeah. Just one second there. It's, it is. 21 P10C63729717. Yep. 21 P10 or oh, I guess. C83729717.
17:00
Speaker 2
can you get me the model, uh, the serial number I should say. uh, can you repeat, please?
17:00
Speaker 1
There's a like Saturn shaped orange light on the top. Uh spectrum. No, no one's in there. Yeah, it's Lori Monahan and my email is L-O-R-Y-M-M-O-H-A-N at yahoo.com.
18:00
Speaker 2
all right tell me the color of the light right now on the router is it orange magenta orange red or orange yellow umber all right by the way who's your internet service provider square and let me final solution.
18:00
Speaker 1
Email is l-o-r-y-m-o-n-a-h-a-n@yahoo.com.
19:00
Speaker 2
One more time, for the email. Yeah.com. Alright. Can you press the reset button and hold it for 30 seconds? There's a reset button underneath. Alright. And for information, your router is already out of warranty. I will help you on the phone support, make this work. But if this is a hardware, I cannot replace this one. I hope it's okay. That's okay. I can help you. There's no charge, that's free.
19:00
Speaker 1
So, after I reset, the lights will turn back on. But unfortunately, that light on the top also turn back on. Yeah. It's uh, it's like an orange amber color. So like a like an orange yellow, not like a dark orange, but yeah. It was like Saturn. The wifi name? Yeah. It's uh. Linksys- L-I-N-K-S-Y-S-29717 29717 Can I what? I'm sorry.
20:00
Speaker 2
okay. E A 8300 right. what is the color in the light on the top? White, blue, red, magenta, orange, yellow. Can you turn the router upside down and tell me what is the default wi-fi name or network name? Yes. Under that there is 29797. Okay. Can you detect okay. Can you detect that one using your phone?
20:00
Speaker 1
Yeah. [silence] Let me check this. Uh, no, it says, it's searching. My things. Settings. uh, it networks. Let's see. No. No, but it just um, it says, it says it's connected, but then every time I do this, like it'll say it's connected. Oh, it says Wi-Fi not connected. And then you close out of the thing and then it says not connected.
21:00
Speaker 2
wait, what?
21:00
Speaker 1
Yeah, I'm gonna actually hand type it in and make sure it's the one that I've been getting on. 29717 3. Okay. I'm trying it right now. Did you. You must have renamed it, Norm, when you got it. As it says it's not. We have our home system and that's just Linksys 2G.
22:00
Speaker 2
You can see the length is 2917, right? It's just not you're not connected or no internet. As long as it is visible, I'm okay with that one. Can you confirm? [silence]
22:00
Speaker 1
Okay.
23:00
Speaker 2
[silence] It's not available. All right. All right. Can you try to reset again? This time, use a paperclip or something hard to post the reset button. Hold it for 30 seconds, 30 seconds. Tell me the color.
23:00
Speaker 1
same. good shot. yeah. yeah. we have, we have Spec coming tomorrow. oh, go ahead. mm-hmm. yeah, like the whole, all the lights turned off. and then after holding it for a little bit, probably about 15 seconds and then it turns back on. yeah. yeah. no. no, it's just it's like a
24:00
Speaker 2
still red, right? When you press, when you press, it's okay. When you press the reset, did it react? Did it change to red? Did it turn off, something like that? Oh, that's good. Hmm. Hmm. What they're trying to do is just just to make sure that their router is functional. Just in case the internet comes to you. They can say that hey, your router is not working. We can argue that hey, we know that the router is working. All right. Okay, save me. Now, still solid orange, right? Is it magenta or light pink? Something like that.
24:00
Speaker 1
yellow orange. okay. okay. okay. I'll turn it off.
25:00
Speaker 2
yellow, orange. let's do one more step. this time this is a 10 steps of turning on and off the router. all right. I will do the timing. I will do the counting. you follow. now just confirm to me the steps. I need you to turn off the router. you can either switch to off or unplug. did you unplug or turn it off? you do it? off. okay one, two, three, turn it on. four. turn it off. one, two, three, four, turn it on. one, two, three, four, turn it on.
25:00
Speaker 1
But if you like it.
26:00
Speaker 2
and turn it off turn it on off
26:00
Speaker 1
Okay. Alright. The light's on. In the black. And the light hasn't turned on yet. The orange one. That's a good sign. Let's see if Let's see if it came back on. Uh oh. I know, I got a little excited. Yes. Yeah, yeah. It's an amber, like the yellow orange. You know what? So, I, it's almost 11:00 o'clock here. We got Spectrum coming in the morning. So, or in the, tomorrow afternoon. So, I'm just, I'm gonna let you go. We're gonna go to bed. I appreciate your.
27:00
Speaker 2
Okay, turn it on and keep it on. And observe the light. Mm-hmm. Orange. Orange? Yes. What is the color? All right. Can you press the reset button, hold it for 15 seconds, one, five. Get up later. Sure. Anytime. Oh, sorry.
27:00
Speaker 1
you're helpful yeah I appreciate it all right have a good tonight no that's it
28:00
Speaker 2
You can call Lori. You can call us Lori. Don't worry for the other warranty. We will help even if out of warranty. All right. And history. All right, then. Anything else? Good night, bye.
28:00