V2 Rubric Detail — c394163e-6695-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:34
Duration
6m 7s
Contact
Melinda Behannon
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133290
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent provided no troubleshooting, no resolution, and dismissed the issue based on device age without validating the claim or offering alternatives.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed the EA6400 cannot work with modern modems, and offered no resolution, escalation, or next steps. The interaction lacked empathy, structure, and technical accuracy, resulting in a complete failure to assist the customer.

V1 Case Analysis

Customer reports no internet on EA6400 (S/N 13410607403567). Agent confirmed model, serial, ISP (Spectrum), and noted device is outdated (Wi-Fi 4 vs Wi-Fi 5). No troubleshooting performed. No next steps or case created. Call ended without resolution.

Troubleshooting Steps
  • Collected model number (EA6400) and serial number (13410607403567) [01:00, 04:00].
  • Confirmed customer contact information (phone: 409-782-6342, email: aol.com) [02:00–03:00].
  • Identified ISP as Spectrum [03:00].
  • Stated that EA6400 is outdated and may not support newer ISP modem updates [05:00].
Key Observations
  • Agent correctly identified the EA6400 as a legacy Wi-Fi 4 device that may not support newer ISP firmware updates [05:00], which is factually accurate per KB.
  • No troubleshooting steps (power-cycle, LED check, firmware access) were performed despite a clear no-internet issue.
  • Call ended without case creation, next steps, or operational closure, leaving the customer with no path forward.
Positive Highlights
  • Accurately identified the EA6400 as a legacy device (Wi-Fi 4) that may not support newer ISP modem updates [05:00], which is technically correct and consistent with Linksys KB.
  • Collected complete device information (model, serial) and customer contact details (phone, email) [01:00–04:00].
  • Correctly identified the ISP as Spectrum, which is relevant for compatibility assessment [03:00].
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for no-internet issues (e.g., verify WAN, check LEDs, power-cycle) [05:00].
  • Did not attempt to guide customer through accessing router interface (http://192.168.1.1) to check firmware or WAN status.
  • Provided only a generic statement about device obsolescence without actionable guidance or escalation path [05:00].
  • Did not create or reference a HappyFox case number.
  • Lacked empathy and failed to acknowledge customer frustration over complete internet loss.
  • Allowed call to end without confirming understanding or setting next steps [06:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated the device is outdated and cannot communicate with updated modems but provided no resolution, workaround, or escalation path.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (e.g., reboot, cable check, WAN test) were performed or suggested despite complete internet loss.
R3 Not Met Correct resolution path conf 97%
Agent did not verify warranty status, offer RMA, or attempt best-effort troubleshooting; dismissed issue solely due to device age.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask about LED status, modem connectivity, or perform any diagnostic sequence to identify root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., firmware check, admin interface, speed test) were used or referenced to assess the issue.
T3 Partially Met No misinformation conf 92%
Agent correctly noted the EA6400 is an older Wi-Fi 4 device, but incorrectly claimed it cannot work with updated ISP modems — a material inaccuracy.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure, clear expectations, or transitions; ended abruptly without confirmation or closure.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without explanation and did not confirm understanding or adapt to customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent took no ownership, offered no follow-up, and abandoned the case by attributing failure to device age.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up actions were communicated to the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation was made despite unresolved hardware/software issue and lack of resolution path.
E2 Not Met Escalation prep & handoff conf 95%
Escalation was not executed, so no details on team, reason, or customer notification were provided.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed minimal empathy, did not acknowledge customer frustration over weeks of slow internet and sudden outage.
X2 Not Met Tone & rapport conf 94%
Tone remained detached and unresponsive to customer’s emotional state; no adaptation in pace or style.
X3 Not Met Overall experience conf 96%
Customer had to repeat information (model, contact details) without any action taken, increasing effort unnecessarily.
Call Transcript11 turns · 12 lines
Speaker 1
Yes, I am checking my link to see if I have a problem with it or not.
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's 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 please have your devices' 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 Jackie. How can I help you today?
00:00
Speaker 1
it's my router. my his router. So he gave me off your phone number. So I could check and see what's going on with it. Okay. Yeah, one moment. E a 64. Yes, yes. I have exactly.
01:00
Speaker 2
Yes, Ma'am, what seems to be the problem with your Likes device? oh okay, I'm trying to look for the model number of your links, just please. E6400. Is your internet not working right now, Ma'am? Is that the main concern you have for this router? No internet.
01:00
Speaker 1
No internet at all. I've been having problems for weeks with it being slow, but now, starting as of this morning, there's absolutely no internet. 409-782-6342. Melinda, last name is BeHannon. B E H A N N O N. It's BeHannon681.
02:00
Speaker 2
Okay. No internet at all? How long have you been using this device ma'am? Mm-hmm. No internet connection. Okay. I'll do need to check on the exact unit. I may have your phone number in case I get disconnected ma'am. 634-64,42. How about your first and last name? Can you spell that one for me please? 64,42. Got it, thank you. And your email address ma'am. [silence]
02:00
Speaker 1
at aol calm aol calm yes yes 8 So what Okay let me look one moment [silence] [silence] [silence] Thank you
03:00
Speaker 2
AOLCOM, right? yes, thank you. Okay. so, your internet provider is, uh, Spectrum. Okay. so, oh, okay, you're using EA6400. may I have the, uh, serial number, ma'am the serial number.
03:00
Speaker 1
All right. The serial number is, let's see, 13410607403567. So even though the unit works, it's unable to work with your system anymore. So it's useless. That's what she. Stop me. See? Okay.
04:00
Speaker 2
is because this is already an outdated or a defective unit? Anyways, Ma'am. So it's still turning on, but the firmware that is installed to this router is no longer updated. You have this since 2014, Ma'am. Hello? Unfortunately, yes, Ma'am. The reason for that one is because if your provider will have an update on this modem, on their modem, this device will not be able to communicate with that anymore, especially now that there's already a Wi-Fi 5, and this unit is still under Wi-Fi 4. [silence]
05:00
Speaker 1
All right. Well, thank you very much. Bye-bye. You're welcome, man.
06:00