V2 Rubric Detail — c6108c66-7fc8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 21:12
Duration
7m 34s
Contact
706-621-0820
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137162
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless channel issue
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent misidentified the router model, skipped all diagnostic steps, and avoided best-effort troubleshooting by citing end-of-support status without providing required guidance, resulting in an unresolved issue. Critical failures in technical accuracy, communication, and ownership triggered auto-zero for avoidance/evasion under the OOW standard.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never got the Sonos device to connect or changed the Wi-Fi channel; only offered to email a guide without verifying current channel or signal strength.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting performed: agent did not verify current channel, signal strength, or access router settings, and jumped directly to model lookup and email guide.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the router as end-of-support but failed to provide required best-effort troubleshooting (e.g., guiding through IP access or channel change) despite customer's active issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process: agent never asked about current channel, signal strength, or Sonos connectivity status, skipping root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (router admin page, channel scanner, or speed test) despite the issue being channel-related and customer already attempting myrouter.local.
T3 Not Met No misinformation conf 97%
Misidentified router model as 'WT1200 AC' instead of 'WRT-100-ACV-2' and incorrectly suggested channel changes might cause slow speed or dropping, contradicting KB guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked clear framing, included frequent disconnections ('I can't hear you'), and agent lost control of the conversation with robotic audio and silences.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing language ('acquire the channel of those devices'), did not confirm understanding, and failed to adapt explanations to customer's repeated access attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided fixing the problem, deferred solely to an email guide, and ended the call without ensuring resolution or follow-through.
O2 Not Met Proactive follow-through conf 93%
Vague timeline provided ('give me 5 minutes') with no confirmation of delivery, next steps, or callback commitment; no realistic timeline or ownership of follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior history or handoff context referenced in the transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and none was warranted — the issue was within scope for self-help or basic guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed minimal empathy, focused on technical failures ('I can't hear you') without acknowledging customer's frustration or prior hour on hold with ISP.
X2 Not Met Tone & rapport conf 93%
Failed to adapt tone or pace to customer's confusion and repeated access issues; maintained a passive, one-size-fits-all approach despite customer difficulties.
X3 Not Met Overall experience conf 95%
Customer repeated model number and issue multiple times without efficient guidance; agent added effort by not directing through known access methods (e.g., 192.168.1.1).
Call Transcript16 turns · 16 lines
Speaker 1
Um, so, um, so so and but we recently got um, new internet service, like, two months ago, and we're having trouble connecting to the Sano fits at our pool. Um, and I was on the phone withSin's for an hour and what he figured out is our um, router is switching channels and we have to be on channel six or 11. Um, so, we have links and I've actually got the ethernet cable hooked up to it too.
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. Ddingass my name is Mr. Gerald Loyal. Hello.
00:00
Speaker 1
to my computer. They told me how to do it, and I'm sorry, I typed in the address bar my router dot local and it [silence] did you did you hear any of that? Okay. So, we have a Sonos system that has been in our house for years. And we just had new internet service put in like two months ago. So, our Sonos at our pool is not connecting. And what's happening is our router is randomly picking channels. And Sonos said we have to be on channel 6 or 11. So,
01:00
Speaker 2
Sorry, if you're saying something I'm not understanding it. It's kind of breaking up. So, hello? No, no, I did not hear it. I did not hear that. Okay. Okay.
01:00
Speaker 1
was on the phone with our internet service but we bought our router and he told me I had to get in touch with you guys to try to get this fixed uh huh correct yes we have three and the the one that's not connecting is is the furthest away from the house [silence] I'm sorry hello can you hear me yes can you can you hear me
02:00
Speaker 2
[KEEP_UNCERTAIN] there? uh... only one's on a speaker that's not connected, right? and change... ten... got it... so do you... sorry... eight... er... either... eleven... or six, right? oh... hello? hello? uh... you there? hello? Oh yeah, I can hear now, but kinda robotic sound, so...
02:00
Speaker 1
I don't know. Okay, I am actually right down where our router is um for our internet and the Wi-Fi. Um can you hear me? Okay. So I have um so in my address bar I put my router.local, but it's not loading. Okay. [silence] Yeah. It doesn't work. Template: Me: Are you sure? Me: Did you try to use the IP address of router? Yeah. What model of router do you have? Me: ASUS. Okay. Does a scanner available in front of your router? Yes. What color is it? Me: Blue. So, please press and hold for 5 seconds. Me: Okay. you can see the screen now. Yes. Me: So what you need to do, just go to the setting and try to find the WAN IP address. Or I directly hold and talk and I need to continue.
03:00
Speaker 2
Yeah, I do hear you now. Probably my phone line. But yeah, I can hear you now. I'm sorry, go ahead. Yeah, um, I'm sorry, go ahead. Yeah, um, you got me in the line. Let me see what I can do with that. I'll help you anything about the links that would rather regarding connecting your Sonus though and changing the channel. I'm not sure if that's going to help. It's not just gonna change uh the specific channel of for that. But it will affect your other devices too. So it acquire the channel of those devices that are currently working fine.
03:00
Speaker 1
Hey. Yeah, okay. Yeah, yeah, yeah, okay. It is, oh gosh, one six r 206076027 266 six. Uh, let's see. Where is the model number? Oh, sorry. I've got the wireless network, a password. There's a number above that seven one.
04:00
Speaker 2
they might get affected once we change the channel, either probably slow speed or dropping something like that. Not too sure what's going to happen though. But it's possible it's going to happen. I'm just having expectation. So what's the serial number and the model number of that? And this is the bottom of the unit.
04:00
Speaker 1
Oh, I see it. I found it. Sorry, it is it's tiny. It's WRT-100-ACV-2. Brad. Brad. hillary is spelled H-I-L-L-I-A-R-Y. 0915. That's the email.
05:00
Speaker 2
Uh huh. Got it. Okay. Um, what is your email address?
05:00
Speaker 1
Hillary Hillary.
06:00
Speaker 2
Let me check the model number right here. So, I checked the model number here. Based on the model number that you provided, WT1200 AC. Unfortunately, the support of this ended 2023. So, that means we cannot any longer support this router. I can send you the guide on how to change the wireless channel though. I have your email. [silence]
06:00
Speaker 1
No, I mean, but if it's going to tell me to go to My Router.local, I'm trying to do that and it won't load. Okay. Okay. Okay. All right, thank you. Bye-bye.
07:00
Speaker 2
I'll send it to you. let me just get that. But you have questions? You can try to use the IP address. I wish I'm going to send it to you. All right. I'll send it to you. Give me 5 minutes once finished calling, I still need to get it and edit it. Okay. Thank you so much for listening. You take care.
07:00