V2 Rubric Detail — c6b85596-7720-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 20:50
Duration
7m 53s
Contact
Edward Lipman
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00135595
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion by not performing any troubleshooting or remote session and deferring the issue to a later callback without resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall29.1% (-18.9)

V2 Grader Summary

The agent confirmed the modem works but offered no concrete troubleshooting steps, only scheduling a callback. No diagnostic questions, tools, or accurate configuration guidance were provided, resulting in an unresolved issue and clear avoidance of problem solving.

V1 Case Analysis

Customer unable to get internet on Linksys node; direct modem works. Agent confirmed modem connectivity and scheduled a callback at 4:30, no troubleshooting performed.

Troubleshooting Steps
  • Confirmed that a computer connected directly to the modem receives internet.
Key Observations
  • Agent did not collect essential device information (model, serial, warranty).
  • No standard troubleshooting steps (WAN status check, router admin login, DHCP verification) were performed.
  • Call ended with only a scheduled callback, leaving the issue unresolved.
Positive Highlights
  • Agent offered a specific callback time (4:30) to continue assistance.
  • Agent acknowledged the customer's limited availability and tried to accommodate.
Agent Errors / Gaps
  • Failure to follow the recommended troubleshooting flow for no‑internet‑on‑node issues.
  • Missing collection of product model/serial number and warranty status.
  • Did not provide any immediate self‑help guidance or verify router configuration before scheduling a callback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the no‑internet issue and only scheduled a callback for later the same day.
R2 Not Met Diagnostic thoroughness conf 97%
Agent provided no step‑by‑step troubleshooting; only repeated that the modem works and offered a later call.
R3 Not Met Correct resolution path conf 96%
Agent suggested a remote session but did not initiate it and instead deferred to a future call, missing the appropriate path (e.g., WAN check, DHCP settings).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions were asked; the agent did not identify root cause beyond stating the modem works.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin UI, speed test) were used despite the issue requiring them.
T3 Partially Met No misinformation conf 89%
Statement that a direct‑to‑modem connection provides internet is technically correct, but no further accurate guidance was given.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent set a future callback time but did not clearly outline what would be done during that call.
C2 Partially Met Confirmed understanding conf 82%
Agent used informal language and offered a remote session, but did not tailor explanations to the customer’s limited technical knowledge.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took ownership of the call but avoided doing any real troubleshooting, opting instead for a later callback.
O2 Met Proactive follow-through conf 93%
Clear next step and timeline were given – a call back at 4:25 or 4:30.
O3 Not Applicable Closure confirmation conf 91%
No prior case history was referenced; this appears to be the first interaction on this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 89%
Agent decided not to escalate or perform a remote session despite the issue remaining unresolved; escalation would have been appropriate.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation was performed, and none is documented in the transcript.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy or acknowledgment of the customer’s frustration (‘day five of this…’) and remained neutral.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust tone or pace to the customer’s expressed fatigue; communication stayed generic.
X3 Not Met Overall experience conf 93%
Customer was asked to wait for a later callback and repeat information; no effort was made to reduce steps or hold time.
Call Transcript10 turns · 12 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. [silence]
00:00
Speaker 2
Self is fine, meaning the modem works. We've tested that left and right. The cables work, tested that left and right. Direct connections work. Wi-Fi works through the modem. When I use the Linksys routers, they don't. So, what ended up happening uh last night was um we could not um link the routers to the modem. And so in the end they did it through the website and apparently what ended up working is he went to some area where it said DHCP and he typed in four, ones and four, eights uh below that on number one and number two out of four. And then it linked up. And then the thing is, um he waited till all on my nose were green and then he's like, you know, we're good. Good good luck. Godspeed. We're done. Well, so of course, I try five minutes later and what ends up happening is the actual Internet doesn't work. So now I can sign in to my node. You know, and I did, he told me in the past, I had my Wi-Fi name of the node Wi-Fi name the same. And he told me not to do that. So I didn't. But but now when I typed in uh, the Wifi that goes to the node, even though it sign me in and it shows that there's quote signal, I get a no internet. Like uh, it, it literally, like you type in something simple like CNN and it's like CNN it's a black screen. And then eventually it'll say. And I tried resetting the modem by turning it off, like, unplugging it, and unplugging the node, and letting it kind of rejoin because that seemed to be the first thing on chat GPT that it suggested, and that was not it. Because it still doesn't work. So, oh, no, yeah, no, I mean, I'm happy to have you do that. If you think that there's something to fix. I mean, obviously, this is the point where I'm like day five of this just, you know, with with me talking to the reps and stuff. So I'm just trying to figure out if this is hopeless. Obviously, I'll buy a new system and move on with my life. But this is something that likely is going to work.
01:00
Speaker 1
Well, since connecting a computer straight to the modem provides internet, you should be able to get this node online.
04:00
Speaker 2
Okay, all right. So, um, so again, it's up to you. I can tell you my,, I mean, my wife doesn't know anything about computers. So even though she's in the house, she's also doing other things, and I think she won't, um, you know, I and I would have about when I get home, I'll have about a half hour, I can help you. So if you think you can fix it in a half hour, then we can do it, obviously, it's July 3rd, well, fireworks, etcetera, going on. So I have to.
04:00
Speaker 1
Well, I'll try, sir. I can also do a remote session. Well, not necessarily.
05:00
Speaker 2
[KEEP_UNCERTAIN] uh, you know, but, but I'll have about a half hour I can do that. Um, so if, if that's good, okay, that's fine. So, um, so yeah, it, it, it says that I'm getting home at 4:26. So if you uh, you know, so I, there's no way you can just remote in because we had a remote session last time, correct? All right. Um, what? Cause, I mean, I assume that's what you'll need, correct? I mean, you're planning on remoteing in with whatever that program is. Oh. Okay. Um,
05:00
Speaker 1
Uh huh.
06:00
Speaker 2
all right, well, uh, so do you want to just? I mean, I I don't think anybody there is going to be terribly helpful for you. Um, realistically. I mean, you know, they don't make any effort to know anything about these computers and I think they'll be overwhelmed with whatever you tell them. So, um, are you able to call me at 4:30 on the dot? uh, right now I'm 3:57. So, it tells me that I'm arriving home in 30 minutes exactly from now. because I just know they're going to make me leave in whatever, 25 minutes after I arrive.
06:00
Speaker 1
So, I'll call you again at 430. Yeah. You're welcome. Bye for now. Okay. Okay.
07:00
Speaker 2
Yeah, or if you wanna call me a minute early, just in case. You know, meaning that that way at least, you know, because we're, we're not gonna have a ton of time. You know, and I, okay, so why don't we just say 4:25 and one way or another, we'll figure it out. All right. Thanks.
07:00