V2 Rubric Detail — c427a32e-7edf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:24
Duration
6m 45s
Contact
209-606-9602
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall35.2% (-22.8)

V2 Grader Summary

The agent correctly identified the E5400's warranty and end-of-support status but performed no troubleshooting, used warranty status as a reason to stop helping, and ended the call with only a suggestion to buy a new router or look online. No meaningful diagnostic steps were taken, ownership was not demonstrated, and the customer was left without a path forward, resulting in an unresolved issue.

V1 Case Analysis

Customer reports no internet on E5400 router; warranty expired; advised to consult KB or replace router.

Troubleshooting Steps
  • Verified router model (E5400)
  • Checked warranty status in system
Key Observations
  • Agent did not perform any basic troubleshooting for the no-internet symptom (e.g., power-cycle, WAN cable check, router status page).
  • Warranty information was provided but the serial number was never obtained despite being asked.
  • The call ended with only a recommendation to replace the router, without confirming whether the issue could be resolved.
  • No attempt was made to verify modem functionality or WAN connection status, which are standard first steps per KB.
Positive Highlights
  • Collected the customer's phone number and email promptly.
  • Clearly communicated the warranty and support-end dates.
  • Correctly identified the E5400 as end-of-support per KB lifecycle policy.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to diagnose or attempt standard troubleshooting steps for a no-internet condition.
  • Did not obtain the router serial number after requesting it.
  • Provided only a replacement suggestion without verifying the root cause.
  • Did not follow the standard diagnostic path outlined in universal_isp_modem_diagnostics.md for isolating internet issues (e.g., test modem directly, check WAN cable, verify router interface status).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the call by suggesting the customer purchase a new router or look online for articles, with no troubleshooting performed or issue resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken — no power cycle, LED check, WAN test, or firmware verification — despite the customer reporting a clear 'no internet connection' issue.
R3 Not Met Correct resolution path conf 96%
Agent used end-of-support and expired warranty as justification to end the call without attempting any best-effort troubleshooting (e.g., setup, Wi-Fi, pairing, firmware, factory reset), violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms (e.g., LED state, modem status) or ask relevant diagnostic questions; jumped straight to warranty status without troubleshooting.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, remote session, speed test, physical inspection) were used even though verifying WAN connectivity and router status required tool-based validation.
T3 Met No misinformation conf 98%
Agent correctly stated the E5400 warranty expired in 2023 and end-of-support was June 11, 2026 — factually accurate per lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent greeted, collected info, and kept the call moving but never set expectations, explained a troubleshooting plan, or managed transitions toward resolution.
C2 Met Confirmed understanding conf 91%
Agent used plain language, avoided jargon, and spoke slowly enough for the customer to provide details; adapted to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by declining to assist with troubleshooting and effectively handed the customer a recommendation to buy a new router without effort to resolve.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps, timelines, or follow-up actions were given beyond 'purchase a new router' or 'look online'; no realistic path forward was established.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — the issue was within L1 scope (connectivity troubleshooting), even if agent failed to act; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required based on the situation.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite ('thank you for patiently waiting') but offered no acknowledgment of the customer's frustration or repeated effort with a non-functioning router.
X2 Partially Met Tone & rapport conf 85%
Agent followed a standard script but did not adjust pacing, tone, or engagement to match the customer’s informal, conversational style; no comprehension checks were made.
X3 Met Overall experience conf 92%
Agent collected all necessary information (name, contact, serial, ISP) without requiring the customer to repeat data or perform unnecessary steps.
Call Transcript12 turns · 13 lines
Speaker 1
Yes I'm trying to help my mom. her linsey router keeps saying no internet connection and we've done all the reset, replugged everything, checked the plug. Um and the light, the green light on the back showing but it's just showing no internet connection still.
00:00
Speaker 2
welcome to Linksys support to ensure quality service your call may be monitored certain products will be supported while and 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] Hi, thank you for callings. My name is Clark. Happy to help you. Hi, Seany just give me a moment okay.
00:00
Speaker 1
(singing) Okay. sure and be Carol, C-A-R-O-L, Olson, O-L-S-E-N. It is 775-266-1195. that's our home line. Okay. It would be n OLSEN@gmail.com. yeah, yeah. O-L-S-E-N. Okay. yes it is slash N 309 n 19 Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps.If there is silence or no speech, output only: silence
01:00
Speaker 2
All right, can I have also your phone number, please? Okay. So, in case your call gets disconnected, I'll be using this phone number so I can give you a call back right away. All right. Can I have also an email address, please? All right. So it's N-O-N-I and then your last name Alson at Gmail.com. Is that correct? Okay. All right. Perfect. Since I already have your personal information, I'll be asking now for the information of your Linksys router. Can I have the serial number, please?
02:00
Speaker 1
The address is 2354?AR, E55400. Who's your internet service provider? Do you just do? I think it's just -- I mean, we just have Linksy, but who do you pay for internet? Oh, it's Ayra then. Yes. A-Y-E-R-A. It's Ayra. A-Y-E-R-A.
03:00
Speaker 2
E 5400. All right. Thank you so much for that. Okay. Um, may I know also who's that again? I'm sorry. A Y rains. All right. So that's the E 5400 Model. ISP is A Y R A.
03:00
Speaker 1
Yeah. [silence] How long have we had this router, mom. [silence] Yeah. [silence] Five years. [silence] Five years? [silence] Oh, okay. [silence] I guess five years. [silence] Sure. [silence] Mine would be a little longer than that. [silence] That's right. [silence] When I tried changed from [silence] I used to have uh.
04:00
Speaker 2
This is your internet service provider. Okay. Okay. right. Just give me a sec. All right. Got it. Thank you so much for that. Just give me a moment. All right. And may I ask, how long have you been using this Linksys router by the way? All right. Okay. Got it. So let me just verify some information here regarding on your Linksys router. Just give me a minute, okay? I just need to check something quick.
04:00
Speaker 1
the one you see on TV often I had that and it went through a shop and then I bought it once alright that's right great huh uh huh okay [silence]
05:00
Speaker 2
Al right, so thank you so much, ma'am for patiently waiting on the other line. So, up on checking here on our system using the serial number of your Linksys router, it shows that the warranty status of your device has already expired last year of 2023 since it has only like a one year hardware warranty. And, based also on our main website regarding with the Linksys router model E5400. It's already reached its end of support this year last June 11th of 2026, meaning we can no longer provide any...
05:00
Speaker 1
Okay. Okay. Okay. All right, well I'll just, I can look online for the article supporting it and then if not, I'll have my son, my son can, we may just get her a new router. So. All right. Well, thank you. Okay. Bye-bye. You too.
06:00
Speaker 2
Technical assistance, support. So what we can only provide is some articles that you can try at your end. Or, uh, what we can also recommend is, uh, you need to, uh, upgrade or purchase a new router at your end, ma'am. all right. Thank you so much. Thank you for calling. Have a good one. Take care and good bye.
06:00