V2 Rubric Detail — c0a0f7c6-604b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:29
Duration
22m 48s
Contact
Richard Paris
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132305
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall81.2% (+15.2)

V2 Grader Summary

The agent resolved the customer's connectivity issue and confirmed working internet access, achieving a successful outcome. However, a critical technical error occurred: instructing the customer to power on the router before the modem — directly contradicting documented procedures — constitutes materially incorrect information. Despite resolution, this flaw in T3 cannot be downgraded to Partially Met due to its potential to cause recurring issues. All other indicators were met with strong ownership, communication, and process adherence.

V1 Case Analysis

Out-of-warranty WRT3200ACM; paid support session used to perform power-cycle (modem and router). Internet restored. Customer confirmed connectivity and admin access.

Troubleshooting Steps
  • Collected model (WRT3200ACM) and serial number.
  • Verified out-of-warranty status and processed $15 paid support payment.
  • Guided full power-cycle of modem and router (with incorrect plug-in order).
  • Confirmed internet access via customer devices and router admin interface.
Key Observations
  • Customer struggled to read serial number due to small print, causing delays ([02:00]-[05:00]).
  • Agent correctly identified out-of-warranty status and followed paid support policy ([07:00]).
  • Power-cycle restored connectivity, and customer confirmed fix via multiple devices and admin access ([18:00]-[21:00]).
  • Agent incorrectly instructed router to be powered on before modem, contrary to standard KB guidance ([13:00]-[14:00]).
  • Agent falsely claimed call was not being recorded during payment, creating compliance risk ([09:00]).
Positive Highlights
  • Accurately captured and confirmed model number (WRT3200ACM) and serial number despite customer difficulty ([05:00]-[06:00]).
  • Correctly identified out-of-warranty status and properly offered paid support with clear terms ([07:00]).
  • Successfully guided a troubleshooting step (power-cycle) that resolved the customer's internet issue ([12:00]-[14:00]).
  • Confirmed resolution through multiple validation points: device internet access and router admin login ([19:00]-[21:00]).
  • Maintained step-by-step guidance during troubleshooting, avoiding chaotic pivoting or multiple actions at once.
Agent Errors / Gaps
  • Incorrectly instructed customer to plug in the router before the modem during power-cycle; standard procedure is modem first to ensure proper handshake ([13:00]-[14:00]).
  • Falsely stated that the call was not being recorded during credit card collection, which is a serious compliance and protocol violation ([09:00]).
  • Failed to create, cite, or reference a HappyFox case number, missing a core documentation requirement.
  • Provided no empathy or acknowledgment of customer frustration when they struggled with the serial number or router lights ([02:00], [18:00]).
  • Did not confirm customer understanding after critical steps, such as power-cycle sequence or admin login.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms internet access on multiple devices and states 'that's good to know' and 'thank you very much'; agent confirms resolution and closes the case.
R2 Partially Met Diagnostic thoroughness conf 97%
Agent guided a power cycle but incorrectly instructed to plug in the router before the modem, violating the documented 'modem first' sequence in universal_escalation_guide.md.
R3 Met Correct resolution path conf 98%
Agent correctly identified OOW status, offered paid support option, and proceeded with full troubleshooting instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent followed a logical sequence but failed to identify the root cause — the issue was likely caused by incorrect boot order, which the agent repeated, suggesting incomplete diagnosis.
T2 Met Appropriate tools / resources used conf 96%
No advanced tools were needed; agent appropriately used local web interface (192.168.1.1) to verify connectivity, which is valid and sufficient for this scenario.
T3 Not Met No misinformation conf 98%
Agent instructed customer to 'plug the router first' — directly contradicting KB guidance to power on modem first after reboot; this is a materially incorrect instruction that risks recurrence.
Communication
C1 Met Clear & professional language conf 97%
Agent maintained control throughout, set expectations about paid support, guided steps clearly, and managed transitions smoothly.
C2 Met Confirmed understanding conf 95%
Agent adapted to customer’s pace, repeated serial numbers for accuracy, used plain language, and confirmed understanding at key points.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, did not transfer, honored payment and troubleshooting commitments, and saw resolution through to confirmation.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps: power off both devices, wait 30 seconds to 1 minute, plug in router first (incorrectly), then modem, wait 2–4 minutes, verify lights and connectivity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained polite, thanked customer multiple times, showed patience during serial number retrieval, and acknowledged effort.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, allowed time for physical tasks, and maintained engagement through affirmations and clear prompts.
X3 Met Overall experience conf 94%
Agent minimized repetition, processed payment without re-asking verified details, and avoided unnecessary steps during troubleshooting.
Call Transcript34 turns · 40 lines
Speaker 1
[silence] Yeah. Hi. I have a, uh, Lynx's router and, um, just spoke to my cable company, Spectrum, um, excuse me, and they were saying that I should
00:00
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 your issue. To hear more about your service options, press two. 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. Hi, thank you for calling Linksys. This is Prisina. This is Prisina. To whom would I hope to speak to day?
00:00
Speaker 1
refreshing on it.
01:00
Speaker 2
but is this your first time calling us for support? and are you calling from united states? may i know your first name and last name Sure and your callback number. and your email Ric Rick Paris at gmail.com
01:00
Speaker 1
No, not Gmail. At, um, it's just Rick, R-I-C-K@ rickparris. Rick Parris. R-I-C-K-P-A-R-R-I-S.com. I have one. Let me see if I could see it. um gosh easier said than done um god is it 21 no that can't be it is that the oh serial number oh my god let me see if I get a magnifying glass or something God this is tough you know what just if you can give me a second I gotta see if I have the magnifying glass
02:00
Speaker 2
Okay, so thank you for that. And how many links is broader do you have? And can you please provide the serial number? Okay. Go ahead.
02:00
Speaker 1
defining glass in here because I cannot see these numbers. And of course I don't have a magnifying glass in here. Oh boy. Okay, let's try this anyway. God. 1 9 8 1? Could you give me a minute? I wanna see if I can find a magnifying glass because I cannot see these numbers. I believe I don't have one in here. What the heck happened? Let me just go in my kitchen for a second. Look out. I don't think it's in there. Oh, yep, got it. This is pretty bad when you need a magnifying glass to see things. Nice and simple. Okay, let's - I don't need my glasses. I'm going to do this with this. Let me see if that's not open. [REDACTED_CARD_NUMBER]. I hope I did that right. You want me to read it again? Again. Take out that zero between the B and the 6. I'll give you one extra, number. 61. No, it should be. OK, so so let's look at the B. from the B, it's 62, 1075. Is that the Mac number or does it. I have uh, what is the.
03:00
Speaker 2
one nine eight one zero six zero B four B O Y zero six two one seven zero five. all right. one nine eight one zero six zero B four B O Y zero six two one seven zero five. and then the model number of this router. Mm-hmm. The model number.
05:00
Speaker 1
I have a 214, 9761, or is that not it? Let's see. Oh, WRT? Would that be it? One, uh WRT 32 00 ACM. [silence] Oh.
06:00
Speaker 2
Now, I need the model number. Yes, WRT. Okay. Thank you for that. Now, before we proceed, I really need to set expectations regarding of the warranty status of your Linksys router. So, it indicates that our
06:00
Speaker 1
Okay, okay, so, um, would you be able to troubleshoot this thing or help me reset it at that point? okayfor $15. [silence]
07:00
Speaker 2
0;0;200,449 our system that this device is already out of warranty 6;220,292 and this will going to end up the support this July 2027 next month. 16;851 and for out of warranty device, we are no longer offer live support. 26;813 But we have a paid support which we can still assist you with but you need to pay $15. 44;540 And it's good for 60 minutes of troubleshooting. 1;179,483 Yeah, I can, but by purchasing this service, 13;256 you need also to agree that it's a one time. 18;768 It's a non-refundable technical support session lasting up to 60 minutes. 23;768 So if we are unable to resolve your issue sir or determine that your product is defective. 39;349
07:00
Speaker 1
Mm-hmm. Okay. Might as well. Yeah. Mm-hmm. Got it. No updates. Dong. Neon. [silence] [silence] Yes, it is Visa. It's [REDACTED_PAYMENT_DIGITS] Oh. It's Richard in D, and there's a middle initial of D. So it's Richard D. Paris. [silence] [REDACTED_CARD_NUMBER]. [silence]
08:00
Speaker 2
[silence] will also ensure that this call is not recorded for security purposes while we're gathering your correct credit card information, okay? [silence] Let me just ask your first name on your credit card. Richard. [silence] And your card number. [silence]
09:00
Speaker 1
10 28. 791. I'm on the phone with lexxe. yes. Oh boy. [silence] people over there, router.
10:00
Speaker 2
and a two-digit expiration for the month and year. and the security code of the card. and your email, sir, is rick@rickferris.com. okay, so let me just process this then, passian.
10:00
Speaker 1
[silence]
11:00
Speaker 2
and you can check also your email sir if you have received the receipt that I just sent. and of course while waiting now we can also proceed to troubleshoot your Linksys product and what have you done so far sir? did you attempted to reset your Linksys product by pressing and hold the reset button for a few seconds? okay no need to reset the how about this one? Unplug the power of your modem from spectrum and then the power of the router to boot up both devices and let's wait 30 seconds up to 1 minute to plug the power back. So I will let you know which device needs to be plugged in first. [silence] okay so let's wait 30 seconds to 1 minute.
11:00
Speaker 1
out of curiosity is there a little reset in the back or no not really O the the modem too okay let me unplug that that's unplugged too okay um so probably been 30 seconds I think we got 30 seconds now what do you think so I'm plugging that in plug in oh okay
13:00
Speaker 2
Not really. All you need to do is to unplug the power adapter of both devices, which is the modem and the Linksys router. Not yet the router. So I will let you know which device needs to plug in. So plug the router first.
13:00
Speaker 1
plug the router first, okay. So the router is in right now and I'm plugging in the cable that goes from the router to the modem. Okay. Modem, come on. Okay. They're both plugged in. Uhn hmm. Right. That's plugged in.
14:00
Speaker 2
You can plug the power back of the modem back in. Okay, so let's make sure both devices are fully boot up, and it will take two to four minutes, sir. So just keep on observing it. And then check the physical connection. Make sure the Ethernet cable is plugged in from the modem to the internet port of the router, the yellow internet.
14:00
Speaker 1
Okay. Just showing some activity. The modem's not showing anything yet. Okay. I just did get the res. Okay. And I just did. No, I just got the receipt also, so. So I'm not doing anything right now, just waiting. The ratter looks fine right now. It's, but the modem, of course, is not. It's thinking.
15:00
Speaker 2
yet, it will take three 35 minutes. do not press, go ahead. okay, that's good. yes, keep on observing them.
15:00
Speaker 1
Well, this thing takes a while, doesn't it? Looks like the modem's back, huh? Yeah, the router is blinking. It seems happy. Um, the modem, to yeah, I have two lines on it. So, the two lines of blinking and the modem is ready. Oh, those lines have to be solid? Getting close, but.
16:00
Speaker 2
Okay. How about the router? Still blinking? Keep on observing it. Okay. So that's good. OK, let's just keep on waiting for the router to fully boot up. Yes, still blinking.
16:00
Speaker 1
getting close. Nope. Keeps on blinking. Uh-huh. I don't see. on the front all I have is the two blinking lines. They seem to be blinking. The very low. They're not really bright.
17:00
Speaker 2
Make sure the internet light on top is solid, sir, not blinking. What is the internet light? Internet light of the router? What different? For the 2.4 and 5. You cannot see an internet label but different?
17:00
Speaker 1
I don't know if the modem is the right one. The right one is still it's not actually solid. Now it's solid for a second. I think the modem is finally solid, but no, usually I do see that other light on the router, but I'm just oh, there it goes, finally. So that light is on that's uh, it went off. It was red for a second. Does it usually take this long to reboot? Oh, let's see. Okay, let me see if I go to GoDaddy. Yeah, let's see if I could go to [silence]
18:00
Speaker 2
Okay, go on observing it. It will actually take three to five minutes, but can we check your device, Sir, if you can access the internet now. Try to connect with your wi-fi name and wi-fi password.
18:00
Speaker 1
I'm on my email. Let's let me refresh and go back. Let me just type in Eagle. Yeah, my computer's working. That seems to be fine. I hear it. Let me see if my TV's on. Give me a second. Come on. Yeah, I'm on my television, but I still don't see that red light that was on once that I saw. [silence] Still not. Okay. It's windows. Uh-huh. Okay. Yep, 168.11. Okay, so I'm in here. Yeah, I'm in here right now. Okay. It's just it. Is it says connected. I'm looking up top network status. It says connected. Now, is there, they were saying uh something about a refresh.
19:00
Speaker 2
Okay, since your computer is connect- So since your computer is connected to the Linksys network, Let's try to access the router settings to verify if you are connected successfully. So, using your computer, kindly, is it a Windows or Mac? Okay, open Google. Okay, and then on the address bar, address bar, type 1 9 2 dot yep. Exactly. Exactly. And can we check your network status? Okay, so we match the router is online.
20:00
Speaker 1
Did I just refresh it by rebooting it? Okay Mm-hmm to another Yeah okay. Well, that's good to know and yeah, I'm surprised that that red light went on once, but Whatever it's on, I guess, so thank you very much. [silence] Perfect. Okay. Well, again, thank you so much. I appreciate this. No, you did great. So thank you very, very much. You too. Thank you.
21:00
Speaker 2
access the router settings deck to check your network side of is connected and if your other devices are still connected and can access the internet so Mr. router is working. you're welcome. Richard and is there anything else that I can help you with? Okay. You're welcome and thank you also for your paid session that's now complete and we provided troubleshooting and that issue has been resolved. So as this is one time non refundable, so further support would require a new page session. But I guess there is no further support since you're going to do an upgrade. So have a great date Richard and take care. Bye. Thank you.
22:00