V2 Rubric Detail — bfe24e6e-7a1a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:44
Duration
9m 18s
Contact
Traci Zahn
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136188
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall6.5% (-15.4)

V2 Grader Summary

The agent failed to perform any technical diagnostics, violating KB protocols that require ruling out the ISP via a direct modem speed test before attributing faults to the provider. No tools or local UI checks were utilized, and the agent provided no actionable guidance, resulting in an unresolved case.

V1 Case Analysis

Customer reports intermittent Wi-Fi in downstairs bedroom after moving Linksys extenders. No troubleshooting performed; agent incorrectly suggested ISP issue and ended call without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect the product model number, violating PROTOCOL for extender-specific support.
  • No troubleshooting steps were performed despite clear symptoms of extender placement/connectivity issues.
  • Agent incorrectly attributed the issue to the ISP without verifying modem status or WAN connection, contradicting KB diagnostics guidance.
  • Agent did not guide the customer through Spot Finder or signal strength validation, missing a key diagnostic step for extender placement.
Positive Highlights
  • Agent correctly asked for the serial number and obtained it despite garbled input.
  • Agent confirmed the parent node LED was solid blue, aligning with correct device status per KB.
Agent Errors / Gaps
  • Did not ask for the product model number, a critical omission for accurate extender support (PROTOCOL failure).
  • Failed to perform any troubleshooting steps (power cycle, LED check, re-pairing, placement optimization) as required by universal_range_extender_setup.md (ACCURACY failure).
  • Incorrectly attributed the issue to the ISP without verifying upstream connectivity via direct modem test or CGNAT check, contrary to universal_isp_modem_diagnostics.md (ACCURACY failure).
  • Did not confirm whether the extender was in wireless range extender or access point mode, nor verify its network assignment (ACCURACY failure).
  • Did not guide the customer through the Spot Finder tool or signal strength validation, missing a key diagnostic step for extender placement (ACCURACY failure).
  • Prematurely ended the call without resolution or concrete next steps (RESOLUTION failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid resolution path; customer was directed to ISP without verification of root cause.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — no request to check firmware, perform power cycle, verify node placement, or test speed at modem.
R3 Not Met Correct resolution path conf 96%
Agent assumed ISP fault without validating router status, firmware, or network topology — skipped basic diagnostics before redirecting to Xfinity.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms or follow a logical diagnostic sequence; no root cause established before attributing the issue to the ISP.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or KB resources were used; agent did not reference local UI (192.168.1.1), speed tests, or specific LED troubleshooting as required by adjacent_wifi_coverage.md and universal_escalation_guide.md.
T3 Not Met No misinformation conf 95%
Agent stated 'it’s an Xfinity issue' without evidence, contradicting universal_escalation_guide.md and adjacent_wifi_coverage.md which require testing speed directly at the modem first to rule out the ISP.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lacked call control: no framing, unclear transitions, vague responses ('mmhm', 'p'), and abrupt closure.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding after customer said 'I didn't understand you'; partial adaptation only.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — immediately deferred to ISP without attempting diagnosis or offering further support.
O2 Not Met Proactive follow-through conf 94%
No clear next steps defined — only vague suggestion to 'call Xfinity' with no timeline, action plan, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted based on interaction flow.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but showed minimal empathy — no acknowledgment of frustration or repeated effort; used filler responses.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s confusion or pace; customer had to repeat information and request clarification.
X3 Not Met Overall experience conf 95%
Customer repeated details (e.g., node status) and received no actionable help, increasing effort unnecessarily.
Call Transcript12 turns · 13 lines
Speaker 1
Linksys Linksys I'm calling Linksys. and they're on a film. No, they're the ones who I don't know. They're the ones who put in the extenders to help. Hi, my name is Tracy Zahn. We purchased a Linksys extender system when we had our um alarm system put in our house and we're starting to have internet issues. So I tried to move. Way the routers were in the house, weren't making sense to me. So I tried to move them and then it kicked us completely offline and I can't get back on.
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] I thank you for calling Linksys Support. How can I help you today? Okay, um I have this real number. [silence]
00:00
Speaker 1
Yeah. Oh, wait a minute. Um... I don't know if... can you give me a minute? Okay. Yes, she's online. Armworm number 2-0, J- Juliet 2-0 M- Michael 3-3B Bravo 19803. XTINITY. Five.
01:00
Speaker 2
And which is your internet service provider? How many Linksys nodes or towers do you have internal for the system?
01:00
Speaker 1
So let me clarify before, uh, answer that question. One has to be connected to the modem and then one extends out into the rest of the house, correct? Okay, well, that is what the problem is. So we need, I think we need a third one in the house then because we have a three-story house and one was on our modem, one was on our main floor and our downstairs bedroom, or third floor on our house is not connecting to anything right now. So do we need a third tower? Uh,
02:00
Speaker 2
Uh, and what is the light of the main tower? that is connected to your modem.Nodding. Yes ma'am' mmhm.Mmhm.MI p. Yeah. UI p. that might be uh, good. mmhm. Yes ma'am. to have a third node or a third tower. p. you can have the same model, mmhm. or um, a higher model, for this one. mmhm. That would be still compatible with the 4G.
02:00
Speaker 1
Okay, I didn't understand you. I apologize. You said Okay, well, what we don't want to do is purchase anything. We want to understand how come we've never had a problem for the last, like, two years and now, in the last, today we're having major issues connecting down to our third bedroom. That's what we really want to solve. Well, it was blue, but I disconnected it now. I'm sitting downstairs in our main bedroom or third bedroom. I can take it back upstairs and replug it into the router. You just have to give me a minute. Okay.
03:00
Speaker 2
Yes. Okay, that's all right Ma'am. Uh, may have their email address, please?
03:00
Speaker 1
Trace is on. Okay, so yeah, it's blue. We just regained on our simply safe system. So it's blue. That's what the tower is. The problem that we're having, and it's starting to sound like it's honestly an Xfinity issue, not Y'all issue is that we're not getting service consistently downstairs. But I think that's coming from the issues we are having last week, which was Xfinity. So we're going to have to call Xfinity. This isn't a Linksys. Oh. And I do appreciate it. Pardon? Mm-hmm.
08:00
Speaker 2
nsgreatm I'm going to read about the other node how about the...
08:00
Speaker 1
No, the other node is blue. yeah. So I appreciate you. We're going to have to fight Xfinity on this.
09:00
Speaker 2
Um, if if you want to reconnect. Okay, I see. Alright. Okay ma'am, so I guess. Okay ma'am. Thank you for calling Link aceite. Have a great one. Bye. [silence]
09:00