V2 Rubric Detail — cafcfca0-81e9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 14:14
Duration
18m 3s
Contact
406-420-2044
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137633
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300v11 signal issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp2.86/5
Overall50.1% (-17.9)

V2 Grader Summary

The agent correctly explained the router’s role in IP assignment but failed to perform essential diagnostics (e.g., checking the WAN IP via the router admin interface), resulting in an unresolved issue. Communication was clear but lacked empathy, and while customer effort was minimized, ownership was incomplete due to deferral to Spectrum without verification. No critical failures triggered auto-zero.

V1 Case Analysis

Customer sees wrong location (Sacramento) in Spectrum app. Agent confirmed issue is not with Linksys router, advised contacting Spectrum. Suggested checking account address, disabling VPN, enabling location services, power-cycling equipment, and clearing app cache. No case created.

Troubleshooting Steps
  • Explained router's role in IP address provisioning
  • Provided generic self-help steps (VPN, location services, power-cycle, clear cache)
  • Advised contacting Spectrum for account/address correction
Key Observations
  • Agent accurately explained that the Linksys router does not control the Spectrum app's location data and correctly identified the issue as out of scope.
  • Technical advice was factually correct and aligned with KB guidance on ISP-related app behavior.
  • Call contained long silences and repetitive phrasing (e.g., 'regarding with'), reducing efficiency.
  • Agent collected customer information but did not create a support case, though the issue was outside Linksys support scope.
Positive Highlights
  • Accurately explained the router's function: it adopts the IP from the modem and does not control ISP app behavior.
  • Correctly identified that the issue lies with Spectrum's app or account, not the Linksys hardware.
  • Provided a clear list of actionable self-help steps that are valid and safe for the customer to try.
  • Collected customer name and email correctly despite phonetic spelling.
Agent Errors / Gaps
  • Did not create a support case in HappyFox despite collecting customer information.
  • Provided generic advice without verifying the customer's specific environment (e.g., whether a VPN is in use or location services are disabled).
  • Used repetitive phrasing ('regarding with', 'going to') that reduced communication clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue and directed the customer to contact Spectrum without confirming a solution or providing an alternative path forward.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent identified the symptom (incorrect location in Spectrum app) and suggested relevant steps (power cycling, account check), but did not verify router WAN IP or check for CGNAT/DNS issues, missing key diagnostic opportunities.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified that the router inherits its IP from the modem and that the issue likely stems from Spectrum's app/account, but failed to explore whether the router could contribute (e.g., via DNS settings or double NAT), limiting the troubleshooting path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (Spectrum app showing Sacramento instead of Kalispell) and acknowledged the customer’s observation about intermittent correctness, but did not ask targeted questions to isolate cause (e.g., device-specific vs. network-wide).
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use any available tools or resources. Per KB guidance, checking the router admin interface (http://192.168.1.1) to verify the WAN IP or connection status is a standard diagnostic step for connectivity/IP issues, which the agent skipped entirely.
T3 Met No misinformation conf 95%
Agent accurately explained that the router receives its public IP from the modem and cannot independently control location data used by third-party apps like Spectrum. This is a technically sound explanation of network architecture.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the interaction by stating they would check the issue, but never reported back on findings or provided a clear timeline, leaving the customer without closure.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and repeated information clearly, adapting to the customer’s pace and confirming understanding through paraphrasing.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent took initial ownership by gathering info and offering suggestions but ultimately deferred full responsibility to Spectrum without attempting router-side verification or follow-up commitment.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a list of five actionable steps (power cycle, disable VPN, etc.), but did not specify who should do what when, nor did they offer to follow up or confirm resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first contact; no prior history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not clearly require escalation beyond standard L1 support.
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 remained purely transactional, never expressed empathy or acknowledged the customer’s frustration about the location issue; tone remained informational without recognizing the customer’s repeated effort or dissatisfaction.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s conversational pace, used accessible language, and maintained engagement throughout, checking comprehension through confirmation loops (e.g., reiterating steps clearly).
X3 Met Overall experience conf 93%
Agent avoided making the customer repeat information unnecessarily and provided a concise set of actions without adding avoidable steps or holds.
Call Transcript23 turns · 29 lines
Speaker 2
Welcome to Lynx's 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. [silence] Hi, thank you for calling Lynx's Technical Support. My name is Ellie. How can I help you?
00:00
Speaker 1
Yeah, yeah. They said it's the I address that, that for some reason, you know, sometimes it, it, um, you know, it does the correct, I guess, I address. Um, so I get the correct, uh, uh, signal for the spectrum where we are, but then most of the time it does not. Okay, um, let's see. The serial number is 29V
01:00
Speaker 2
oh when you uh when you say about like you were in Sacramento city like is this about the address that has been registered to your system okay I see uh sir can I have the model number and the serial number of your link this router
01:00
Speaker 1
M, as in Mary, 22 B. As in boy, 01, 4, 05. And you wanted the model number? M, as in Mary, R, as in Robert, 8-three, 0, 0 V, as in Victor, 11. Spectrum.
02:00
Speaker 2
OK, thank you so much. I just please. OK, thank you so much. And who is your inter service providers? OK, thank you so much. And is this your first time calling?
02:00
Speaker 1
Yes. [silence] Robert Lust that's L as in Larry. You S as in Sam. T as in Tom. Uh . My - excuse me. My email address is Robertlust51@gmail.com [silence]
03:00
Speaker 2
Oh. Let me just go ahead and create a record on this conversation. Can I please have your first name and your last name? Okay, thank you so much Robert. And can I also please have your uh active email address? Okay, thank you so much. Uh just just give me a minute or two. Let me just go ahead and put them put this um information. [silence]
03:00
Speaker 1
No everything else is, you know, I mean you'll work in fine with any of the other devices. I you know, I'm having no problem with my computer. No problem with my phone. You know, no problem with my printer. You know, everything is, you know, working fine on that part. It's just this with the streaming the the spectrum.
04:00
Speaker 2
so regarding with the thing that you are actually experiencing right now, sir, did you encounter some problems with your router like its signal out? address. Okay, regarding with the streaming, sir, since you mentioned it also earlier, what was exactly the problem regarding with that one?
04:00
Speaker 1
With what? Yes. Oh, what it does is it is I I live here or my my residence here is in close to Kalispell Montana but but the signal that when I you know go to the app the spectrum app and you know, I click on it it it brings me up with the Sacramento California.
05:00
Speaker 2
With the streaming that you mentioned, what does it exactly...okay. Uh-huh. So the address that was registered when you try to access the Spectrum app, what shows is not your address, but in Sacramento instead. um-huh at Sacramento okay mm-hmm [silence] yes [silence] Okay. let me just go ahead and check on this one. But uh just to say
05:00
Speaker 1
Okay, yeah, the, whatever the, um, person last night with Spectrum was checking out. They said all the, you know, IP addresses or whatever, you know, were fine. Um, but it's just just the idea of this, us getting this Sacramento signal when it, when it boots up.
08:00
Speaker 2
But let me just go ahead and check on what other things that we can do regarding with your problem, okay? Okay. P address that is like, you know, the modem will going to provide. Of course, the router will also going to adopt it. So, basically, the router always relies on the modem, but let me just go ahead and double check it. Okay. So here are the things that can answer your question regarding with the Spectrum app. So it's totally out of our scope. But I can still provide you some ideas regarding with this one. So the spectrum app is likely like, you know, showing a different address due to an incorrect registered IP address or, you know, an updated account address record. So, that's the primary causes of the issue. And then the second one here, sir is my be the account. I mean, your spectrum account is is somehow outdated. So, uh to fix this one, sir, for you to have a like, you know, for your spectrum app to get your original location which is on Montana. There there are five things that you can do about it. First thing is you can check your account with spectrum. And make it [silence] second thing if you do have a VPN on your phone, turn it off. Third thing is enable your location services.. uh that you can change it on the app of the spectrum that you have. The fourth thing that you can do about it is to power cycle your equipment. That, uh that, uh, mention your modem and then your Linksys Router. The fifth thing that you can do about is to clear the cache that the app because the main problem here, sir, is not really from the Linksys Router, but from the spectrum or from your internet service provider itself.
08:00
Speaker 1
Well, they said, you know, all the the IP addresses were were fine for all the devices. Um, that that [silence] [silence] [silence] [silence] [silence] [silence]
13:00
Speaker 2
Yeah, because uh the IP address that has been assigned to each of your devices is basically from the modem itself. the router will only get the IP address from the modem and then it will only going cascade those IP addresses. It'll going to distribute them to each of your devices that you have inside your house. Now, uh regarding with the uh uh uh cuz sometimes it's actually about the like, you know, the incorrect registered IP address of your spectrum. So that's why it will act like this but uh and also the manufacturer of your spectrum modem also really matters. Like where
13:00
Speaker 1
So, I don't know. You know they recycle these things. So what what I need to do is I need call Spectrum back and and tell them that
14:00
Speaker 2
i mean you know where did that modem spectrum being manufactured And also for or regarding also with your account profiling the spectrum can actually also update some information regarding with your account from them they can it can also be updated might be there are some information that hasn't been updated and when it when it will be updated of course everything will going to be fixed um
14:00
Speaker 1
This modem has the incorrect IP address, and that that it needs to be updated and changed. Um, clearance looking on my phone here.
15:00
Speaker 2
Yes. yes sir. Because what I can really guarantee to you right now is your Linx's router doesn't have any problem at all. As it is functioning well. As as per you mentioned earlier, you don't have you did not any encounter any problem, but regarding with the IP address or the address that you're actually seeing on the app, especially we're we are talking about your spectrum app. So, the spectrum app actually doesn't uh really we actually don't know about that one. And only the spectrum people can really do answer your question regarding with it.
15:00
Speaker 1
Okay. Where, would it have, would it have anywhere in the Spectrum app on my phone, the, the, IP address? [silence] Okay. All right. Um. [silence]
16:00
Speaker 2
I actually don't know. I really can't answer your question for especially regarding with the spectrum app. I really can't walk you there on that one because I to tell you honestly, I don't have any idea about the spectrum app. yeah uh for that one, sir. You might really want to contact them again and then uh maybe they can help you or walk you through uh regarding with everything especially with their app or regarding with their application. but on this one, sir, for as much as I really want to help you
16:00
Speaker 1
Okay, but, but as far as what you can see for the, for the router that it's all fine. Okay. All right. Okay. All right. Thank you. You too. Bye bye. [silence]
17:00
Speaker 2
I really don't have any idea about their applications. [silence] for the Linxyst router, sir, I can really guarantee to you that, yeah, it will always rely on the modem, sir, to tell you honestly. So whatever information the modem is providing, the Linxyst router will only adopt it and then provide a wireless connection to all of your devices inside the house. Yeah, sir, you're right, sir. But whenever you need some clarifications, especially with your Linxyst router, you can always call us back. All right. You too, Sir Albert. Thank you so much as well. Have a good one. Bye-bye for now.
17:00