V2 Rubric Detail — c613dd2e-7bd3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 20:21
Duration
22m 15s
Contact
Vicki Jirak
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136597
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8500_no internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall67.5% (+7.5)

V2 Grader Summary

The agent confirmed the router's internet and Wi-Fi functionality, correctly identified end-of-support status, and provided appropriate guidance, resulting in partial resolution. Troubleshooting was basic but sufficient for immediate connectivity, though deeper diagnostics and clear next steps were missing. Communication was generally clear but lacked full structure and empathy.

V1 Case Analysis

Customer reports no internet on Linksys router. Agent confirmed Wi-Fi visibility and internet access on a connected device, then advised the router is out of support and recommended upgrading. No troubleshooting performed.

Troubleshooting Steps
  • Attempted to obtain router serial number
  • Asked about ISP and whether the modem was replaced
  • Confirmed Wi-Fi network visibility
  • Verified internet access on a connected device
Key Observations
  • Agent eventually obtained the correct serial number from the customer after initial misreading.
  • No standard WAN troubleshooting (reboot modem/router, check WAN LED, verify IP) was performed despite reported connectivity issue.
  • Agent confirmed internet access on a connected device, which contradicts the initial reported symptom.
  • Agent correctly identified end-of-support status and provided appropriate self-help guidance for out-of-support hardware.
  • Call contained long silences and fragmented dialogue, reducing communication clarity.
Positive Highlights
  • Successfully obtained the correct serial number after correction from the customer.
  • Collected customer's name and email for case documentation.
  • Confirmed that the Wi-Fi network was visible and that a device could access the internet, validating current network functionality.
  • Correctly informed the customer about the end-of-support status of the router as of August 24, 2024, based on product lifecycle policy.
  • Provided appropriate self-help path by recommending an upgrade to a supported model.
Agent Errors / Gaps
  • Failed to obtain product model number for accurate diagnosis.
  • Did not perform standard WAN troubleshooting protocol (reboot modem/router, verify WAN status, check IP assignment).
  • Provided only a recommendation to upgrade without confirming whether the issue was actually resolved or if troubleshooting could have fixed it.
  • Excessive silences and lack of structured guidance reduced communication effectiveness.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed internet and Wi-Fi connectivity are working ('we're good') but did not fully resolve the customer's initial complaint that the router 'is not doing what it's supposed to do' beyond observation.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed basic troubleshooting (checked Wi-Fi visibility, connection status, and internet access) which meaningfully advanced the call, but skipped deeper diagnostics like admin UI checks.
R3 Met Correct resolution path conf 90%
Agent correctly identified the router is out of support (since Aug 2024) and advised upgrading while acknowledging current functionality — appropriate path for end-of-life device with best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked targeted questions about lights, Wi-Fi name, and connectivity to assess symptoms, leading to confirmation the system works — logical but minimal diagnostic flow.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied on customer’s verbal report of device connectivity (e.g., 'check mark' on phone) rather than directing login to admin UI, but used available indirect evidence appropriately given context.
T3 Met No misinformation conf 95%
Statement about end-of-support status is factually correct; no technical inaccuracies in guidance provided. No KB contradictions found.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created a case ticket and gave a brief heads-up before closing, but lacked structured framing, clear transitions, or roadmap — call felt reactive rather than fully controlled.
C2 Met Confirmed understanding conf 85%
Used plain language, confirmed understanding by repeating serial number, and adapted to customer’s difficulty reading — showed awareness of accessibility needs.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent created a case ticket, stayed with the customer through confusion, and saw interaction to closure without transfer — demonstrated ownership and resolved the immediate issue.
O2 Partially Met Proactive follow-through conf 80%
Provided a forward-looking suggestion to consider upgrading due to end-of-support status, though no immediate action steps or realistic timeline were defined.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was functionally resolved during call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and patient despite customer’s disorientation and overlapping speech, but offered no explicit empathy or acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace and clarity despite customer’s confusion; did not escalate tone or rush, though no active adaptation to emotional state was evident.
X3 Partially Met Overall experience conf 75%
Customer repeated serial number and Wi-Fi password, but agent double-checked for accuracy — some repetition occurred, but it served verification in a complex access scenario.
Call Transcript21 turns · 24 lines
Speaker 1
got to have the serial number ready so leave that like that. It's on the bottom. yeah it is, but I can with my bifocals, yeah. oh, the bed rails didn't even. it was just a little bitty bit. it's not go hurt it. [silence]
00:00
Speaker 2
Welcome to [silence] 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 [silence] 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.
00:00
Speaker 1
the Thank you. Thank you. Thank you. Thank you. Yeah. I, I, Oh. Uh. I am. Thank you. Thank you. I'm she couldn't back up from the driver's seat. driver's side she couldn't side and they couldn't do anything to help it. Was that caused by diabetes? It's great. Hi. Yes, um, we're having a problem with our Linksys router.
05:00
Speaker 2
Thank you for calling linkCIS. This is L. How can I help.
13:00
Speaker 1
Our internet provider, and it's all good, but the link is just not working. It has lights on it and things, but it's not doing what it's supposed to do. Spectrum? Sure. It's one six. The letter T is in Tom one zero C is in Cat six eight six zero three two seven three.[silence]
14:00
Speaker 2
Okay. and who's your internet service provider ma'am? spectrum. Okay. and can I have maybe the serial number of your lenses let me double check that one for you. [silence] let me repeat that one just to make sure that is 16 P for Tom 10 P for Charlie 68603
14:00
Speaker 1
No. I think I read it wrong. Okay, you you were good through the C for Charlie, then it's a six and a B as in boy. And then six, zero, three, two, seven, three. Okay. Oh, I have no idea. I don't live here. My friend does, but she can't seem to, you know, you troubleshoot. Sure.
15:00
Speaker 2
273 [silence] okay. okay. [silence] okay. [silence] Okay. Thank you so much. Let me just try to pull [clear] that one up here again. And this is your first time I'm calling LinkSys? Hm. okay. [silence] Let me create a case ticket first if that's fine with you for documentation purposes. okay. Can I have an email address?
15:00
Speaker 1
it's Vicki, V-I-C-K-I dot Torrey, T-O-R-R-E-Y dot white like the color at gmail.com right Vicki, V-I-C-K-I Jay rack J-I-R-A-K yes
16:00
Speaker 2
[silence] Thank you so much. So that is Vicky Dot Story Dot White at Gmail.com. Okay, and first name and last name for the account holder, same on the email. [silence] Okay. And this is the best callback number in case the call get disconnected. Okay. Thank you so much, ma'm. [silence] All right, let me just create the case ticket here. [silence] So what happened to your...
16:00
Speaker 1
We don't know. It's not if when spectrum, um, was checking our box, um, it did they replace it? They had me make sure. that it was working that the internet was working. Okay. I don't know how
17:00
Speaker 2
Did they replace the modem box that you have from Spectrum? Yes. Did they replace it, or how did they check it? [silence] I'm sorry, ma'am. You're actually cutting in and out. [silence]
17:00
Speaker 1
How, they knew that. Yes, I can hear you, can you hear me? They did it through the phone. I don't know what they did on their end. Yeah. It says, Linksys on the top of it. And on the back, where the Ethernet, internet plugged in, it has a yellow light on the left and a green on the right.
18:00
Speaker 2
you hear me clearly? Yes, I can hear you, but there's sometimes that the the line will cut off, but yeah, how did they check it? Did they, did they replace the more them? Or they just check it when you contacted your internet service provider? Okay, so over the phone, all right? And then so as for the Links router, let me just double-check it here. Did you see any lights for the Links router? Mm-mm.
18:00
Speaker 1
And then one green light underneath a blue button, just to the right of where the ethernet, internet plugs in. [silence] Yes. [silence] On the top, yes, it says link to this. [silence] do what? [silence] To the internet? [silence] I don't know, let me. [silence] Let me check. [silence]
19:00
Speaker 2
Okay, I see. And do you see ma'am, any, uh, do you still see the Wi-Fi name of the linksys? Is it still visible on your end when you go to the Wi-Fi? Okay, but, um, can you still connect to the Wi-Fi name? Can you still connect to the Wi-Fi name? Like on your, um, on your phone. So, for example, on your phone, um, you usually connect your phone to the Wi-Fi, right? Or what device? Okay.
19:00
Speaker 1
[silence] Let me check something here. Hi Vicky. Can you come here? Just one sec. I gotta get her password. Can you give me your password for your Wi-Fi for your AirNap? Yes. It's all lowercase. [silence] underline. And we're number one. That is it. [silence] It says we're on. Awesome. See the check mark? I can't see. Yeah. OK. Never mind. We're we're all connected.
20:00
Speaker 2
Okay, and then do you have internet while you're connected?
20:00
Speaker 1
Yes, we are on hers and it's working. Let me go to Google. Uh, Okay, we're good. Thank you so much, ma'am. [silence] Okay. Thank you so much.
21:00
Speaker 2
Okay. Okay. Okay. You're welcome. But just to give you a heads up man before I let you go, I'd just like to let you know that as for this router, um we already stopped supporting the unit since August 24 of 2024. So, um just in case, usually Spectrum, upgraded their system. So, um just in case for future reference, maybe you can consider upgrading your router as well to match it up with Spectrum. But, so far, if you're still able to get online, then you can still use the router, okay? You're still good. Okay. You're welcome. Have a good day, okay? Both for you.
21:00
Speaker 1
Okay, you too. Thank you, bye bye. Yay. Tina. Thank you so much. I don't know, I could not have done that. Really? I can't see. Oh, oh.
22:00