V2 Rubric Detail — c5e69d8a-6442-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-09 20:35
Duration
6m 31s
Contact
Linda Haynes
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132819
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_MR20MS

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall88.8% (+44.8)

V2 Grader Summary

The agent successfully isolated the issue to the customer’s PC Ethernet port, confirmed the Linksys router was functioning (solid blue LED), and recommended a valid workaround (USB-to-Ethernet adapter). While the primary issue was not fully resolved, a best-effort outcome was achieved. The interaction was well-controlled and technically accurate, though next steps lacked specificity and some repetition increased customer effort.

V1 Case Analysis

Customer reported 'network cable unplugged' error on desktop when connected directly to modem. Agent confirmed Linksys router Wi-Fi LED solid blue, indicating router functionality. No model/serial collected. Recommended USB Ethernet adapter due to suspected PC Ethernet port fault. No diagnostics performed on PC (driver, Device Manager, or network settings). Issue unresolved; customer directed to seek external PC support.

Troubleshooting Steps
  • Asked customer to connect PC directly to modem and observe status.
  • Confirmed router Wi-Fi LED solid blue (router functioning).
  • Suggested the PC Ethernet port may be faulty and recommended a USB Ethernet adapter.
Key Observations
  • Agent correctly ruled out Linksys router as the source of the issue based on solid blue Wi-Fi LED [04:00].
  • No model/serial number collected despite troubleshooting a hardware fault — critical protocol miss.
  • Agent failed to take control of the call; allowed customer to drive conversation with minimal structure [00:00–02:00].
  • No diagnostic steps performed on PC (e.g., Device Manager, driver check, network settings).
  • No KB article, email follow-up, or escalation path offered despite unresolved issue.
  • Call ended abruptly without clear recap or confirmation of next steps [05:00–06:00].
Positive Highlights
  • Agent correctly interpreted solid blue Wi-Fi LED as indication of router functionality [04:00], demonstrating accurate LED knowledge per KB.
  • Agent logically isolated the router from the issue by testing direct modem connection, following sound troubleshooting flow.
  • Recommended a practical workaround (USB Ethernet adapter) that could allow customer to regain connectivity.
Agent Errors / Gaps
  • Missing model/serial number and warranty verification — critical protocol miss for hardware fault call.
  • Insufficient diagnostic steps for a PC Ethernet issue — no check of Device Manager, driver status, or network settings.
  • No escalation, callback, or follow-up plan offered despite issue remaining unresolved.
  • Poor call control — allowed customer to repeat issue multiple times without intervention [00:00–01:00].
  • Failed to summarize or confirm next steps — call ended abruptly without closure [05:00–06:00].
  • Did not offer any self-help resources (KB article, email, chatbot) after declining to escalate.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent confirmed the Linksys router was working (solid blue LED) and isolated the issue to the customer's PC Ethernet port, recommending a USB-to-Ethernet adapter as a workaround. However, the primary issue (wired Ethernet connectivity) was not fully resolved, only bypassed.
R2 Met Diagnostic thoroughness conf 95%
Agent methodically tested the PC directly on the modem, used Windows network connections to verify the physical link, and logically ruled out the router and cable, advancing the diagnosis meaningfully.
R3 Met Correct resolution path conf 94%
Agent correctly identified the issue was outside Linksys equipment (PC hardware) and offered a practical, best-effort workaround (USB adapter) rather than dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified the symptom (‘Ethernet cable unplugged’ error), asked targeted questions about physical connections, and logically isolated the PC’s Ethernet port as the likely failure point.
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately used the customer’s OS-level tool (Windows network connections) to diagnose a local hardware issue, which was the correct and necessary tool for this scenario.
T3 Met No misinformation conf 96%
All technical guidance was accurate: solid blue LED indicates online status, USB-to-Ethernet adapter is a valid workaround for a failed Ethernet port.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, framed the diagnostic process, guided step-by-step, and managed transitions smoothly despite customer interruptions.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and confirmed understanding by directing the customer to perform specific actions and report back.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and took responsibility for verifying the router’s status and offering guidance.
O2 Partially Met Proactive follow-through conf 91%
Agent advised the customer to seek computer-specific help but did not set a clear next step, timeline, or follow-up action for the workaround.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made, and none was warranted since the issue was correctly identified as a PC hardware problem outside Linksys support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed appreciation for patience, remained courteous, and ended the call professionally despite the unresolved PC issue.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s pace, remained calm during physical connection struggles, and kept the interaction focused and engaging.
X3 Partially Met Overall experience conf 90%
Agent asked the customer to reconnect cables multiple times, increasing effort; a more efficient approach could have minimized repetition.
Call Transcript12 turns · 13 lines
Speaker 1
This is linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linksys specialist. Hello? Right. I'm not sure how to, but but let me catch up. I'm not sure, but let me catch up first. So your computer now is connected to the modem, right? So, we are
00:00
Speaker 2
your desktop. Yeah. Could it be that the ethernet, the ethernet cable itself is defective? It's brand new. Not the cable, the connection to the, to the desktop. That's what I'm saying. No, because it was, it was going to the, it was going to your router. Yeah. Directly to your computer. That's right, and it's not. So is it the connection, is the connection on the computer bad? Is that the problem, the connection? Yeah. It's connected to the modem directly. Yeah.
00:00
Speaker 1
Linksys rather is out of the picture for now, correct? Now, can you try to open the page while your computer is connected to the modem directly? If it's working, it should work. And the ethernet cable, is it unplugged or it read it? It's unplugged. So that means it did not read the cable. So how about if take a look at the your keyboard. I mean, at the left side, bottom left of the keyboard, there's uh,
01:00
Speaker 2
Sorry. Not connected. Is the network cable plugged in? Everything's plugged in. The desktop is connected to the modem, right? Yes.
01:00
Speaker 1
Windows symbol or Windows icon, four boxes together. Press that and then type in network connections. [silence] It's still network cable unplugged, so, I guess the router is not the problem here if that's the case. [silence] Since it's this manual is connected to the modem, so, the router is not a problem. It could be a cable or the part of the computer. [silence]
02:00
Speaker 2
And then it comes up with what it did before, the Ethernet network cable unplugged. That's what I needed to know. [silence] Yeah, there's something I guess wrong with the port of the computer itself. That's the only thing I can think of And there's a setting that can be changed.
02:00
Speaker 1
Since it is a physical connection. There's no settings for that. Instead, you're probably going to need an ethernet adapter to connect to your USB port. And then. But let me confirm. I want to make sure that everything is okay in your Linksys router. Is your Linksys router connected still to the watch? Oh no, we disconnected it. So, can you connect that back to the router? I mean, modem? And let's do that. [silence]
03:00
Speaker 2
I've tested on that to make it work. yeah, there's what I. okay. okay. okay, all right. now, take that you know. don't don't don't do just a clip on it. here. I know, but it's hard to get. yeah. You don't want to break that. break that cable. it's very hard to get ahold of it. with it. I can't. Okay, that's back and then I'm gonna put this one back because this is a nice card. Okay. Is this the one? [silence] Okay, I've got my links. My Wi-Fi back.
03:00
Speaker 1
Right, so the, the Wi-Fi now is back and it's online. I get the... And it's solid blue, right? Yeah, because it should be solid blue. Perfect, that's good to hear. Any questions that you wanna ask for your Linksys router? Alright. Well, if all good, we do like this,
05:00
Speaker 2
Hey, I'm just going to have to get some technical help for the computer itself, it looks like, so um Is there anything else that you can do to help us get that to work? The Wi-Fi. Yes. No now it's keep. Down. Now it is. because I had to reset it. Yes, a solid blue. What are you doing? Oh, okay. Uh, no I think I'm good on that. Yeah, that's not going to do anything. It won't fix it. It won't fix it. Nope. Okay, I'll just leave it out. All right. Okay, I think that all I can do.
05:00
Speaker 1
right. Well, thank you for your patience and cooperation with this one. I hope you guys have a nice day. You guys take care. Thank you. Bye bye.
06:00
Speaker 2
I thank you for your help. Okay. Bye.
06:00