V2 Rubric Detail — d102e558-7a12-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 14:47
Duration
7m 17s
Contact
218-405-0932
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.2% (-24.8)

V2 Grader Summary

The agent performed minimal troubleshooting—resetting the router and suggesting the customer connect a PC directly to the modem—without verifying the modem or router status, using any diagnostic tools, or providing a concrete resolution. No empathy or clear next‑step timeline was offered, and the call ended with the customer being told to call the ISP, leaving the issue unresolved. Technical accuracy was partially met due to correct basic instructions, but critical diagnostic steps were skipped.

V1 Case Analysis

Customer reports no internet after router reset. Agent collected serial (14x1060c40-9-6-3) and ISP (Rvig), advised router reset and direct modem test, and recommended contacting ISP. No LED or WAN status verification performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and ISP name
  • Advised performing a router factory reset
  • Suggested connecting a computer directly to the modem to test internet connectivity
  • Recommended contacting the ISP for further assistance
Key Observations
  • Agent did not verify the router model or LED status, missing a key diagnostic step per KB guidelines.
  • Failed to follow the full ISP/modem isolation process: did not instruct customer to power-cycle the modem or check its online status.
  • Did not access or guide customer to check router's WAN status or IP assignment via http://192.168.1.1 or http://myrouter.local.
  • Communication lacked structure: long silences, unclear phrasing, and no recap of actions or next steps.
  • Customer confirmed no internet even when connected directly to modem, yet agent did not escalate to ISP troubleshooting steps or suggest modem reset.
Positive Highlights
  • Collected the customer's serial number and ISP name, which are relevant for case documentation.
  • Correctly advised connecting a computer directly to the modem to isolate the issue — aligns with Step 1 in universal_isp_modem_diagnostics.md.
  • Correctly identified that if the modem has no internet, the issue lies with the ISP or modem, not the router.
Agent Errors / Gaps
  • Failed to identify router model, which is critical for accurate troubleshooting (e.g., LED interpretation, reset method).
  • Did not instruct customer to power-cycle the modem before testing direct connection — a required step per universal_isp_modem_diagnostics.md.
  • Did not guide customer to check router's WAN status or IP address via local web interface (http://192.168.1.1 or http://myrouter.local), missing a core diagnostic step.
  • Did not verify if modem's blinking yellow light indicates an error state or if it needs reboot — per KB, LED status should be checked.
  • Provided no follow-up steps beyond 'call ISP' without confirming whether modem is functional or if ISP settings (PPPoE, VLAN) are needed.
  • Did not summarize the troubleshooting path or confirm understanding with the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended call with customer told to call ISP without verifying router or modem status, no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed reset and PC-to-modem test (valid first step) but did not proceed to router admin UI or LED checks after test failed.
R3 Partially Met Correct resolution path conf 85%
Suggested ISP contact after modem test, but did not verify modem status or router configuration first; best-effort OOW troubleshooting incomplete.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified no internet, asked about reset and cables, but missed LED status, WAN IP, and admin page checks per KB.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use router admin interface (http://192.168.1.1) or interpret LED indicators, which were needed to confirm router status per universal_isp_modem_diagnostics.md.
T3 Met No misinformation conf 98%
All technical instructions (reset with paperclip, connect PC directly to modem) are factually correct and consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent asked questions but had long silences, repeated unclear questions ('international service provider?'), and failed to set clear expectations or manage transition.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but repeatedly misheard 'Rvig' as 'international service provider' without clarifying, showing poor adaptation to customer's speech/accent.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by telling customer to call ISP without exhausting router-side diagnostics (admin page, LED status, firmware).
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timeline given; only vague directive to 'call your ISP' with no follow-up plan or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue was still in early diagnosis.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; no acknowledgment of customer’s frustration after reset failed and issue persisted overnight.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s fragmented responses or confusion; repeated questions poorly and failed to pace the interaction effectively.
X3 Not Met Overall experience conf 95%
Added customer effort by offloading problem to ISP without ruling out router-side fixes; did not perform agent-side diagnostics that could have reduced steps for customer.
Call Transcript16 turns · 16 lines
Speaker 1
Hi. I'm having trouble connecting my router to the Internet. I just reset it last night and I woke up this morning and it is still not connected. I tried unplugging it for 5 minutes and then plugging it back in and I've tried the reset button but that does not seem to do anything.
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Oh, let me see. Serial number. There it is. It is 14x1060c40-9-6-3. My internet service provider is Rvig. [silence] Mm-hmm. [silence]
01:00
Speaker 2
Okay. I'm May I have the serial number for that links2C device please? And who is your internet service provider? Okay. Let me just check this see and it's just a moment.
01:00
Speaker 1
uh the bottom Not the one at the bottom no Yes yes No yes Yeah It shows up I can connect to it but it has no internet connection Yes the cable Yes, uh Yeah Well the table is connected uh I also have it connected to my Coffee
02:00
Speaker 2
Did you, like, press the reset button of this router? Like, the button at the bottom, the red one? Okay. But how about the network name of this router? Is it still showing up on your Wi-Fi list? Okay. And the Ethernet cable is still connected to the internet port of this router, right?
02:00
Speaker 1
Computer and my computer does not get internet either. Mm-hmm. I'm wondering is the modem connected to the internet? I don't know what the lights mean on it. I can try. Let's see. It's the modem. Yes. The yellow light, I don't know what that means. Yeah. But it is connected.
03:00
Speaker 2
Okay, I see. Kindly reset this router. You might need a paper clip or a pin to reset it. The reset button is at the bottom. Can you see that? Can you connect your computer directly to your modem? You can remove the router and replace it with your computer. Yeah, so your computer will be connected directly to the modem wired. [silence]
03:00
Speaker 1
[silence]
04:00
Speaker 2
Ms. Is it international service provider again? I didn't get the one. How did you spell that one, ma'am? Yeah, let's try to check if your computer can go online. Do you have a model number of the modem? Model number. Yeah, model number. [silence]
04:00
Speaker 1
So let me see here. Model name, see E-M-max, a tin, there's a model name. The model name is stedia-four five.
05:00
Speaker 2
Yeah, that one. Just give me the model name instead. Let me check. [silence]
05:00
Speaker 1
The internet, Ethernet cable, the blue one is green. while the one that is connected to my computer is yellow. [silence] No, it does not. [silence] I will do that right now. [silence] I have not.
06:00
Speaker 2
It's blinking yellow, those big, yellow, blinking yellow for the light indicator. Yeah, I see. and when you try to check your computer, does it have any internet connection or no? Okay, so that's why the router doesn't have any internet connection, too. Have you tried to call your internet service provider for this one? Yeah, just call them first and let them know that you already connected your,
06:00
Speaker 1
All right. Thank you so much for your help. You too. Bye. [silence] Thank you.
07:00
Speaker 2
all right computer directly to your modem but still there's no internet connection so that they can help you with that all right all right? yeah you're welcome ma'am thank you for calling lin rest have a good day bye
07:00