V2 Rubric Detail — d43f8eb6-6346-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:32
Duration
6m 2s
Contact
315-854-7368
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

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

V2 Rubric Scores

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

V2 Grader Summary

The agent failed to conduct any structured troubleshooting, provide accurate technical guidance, or demonstrate ownership. The customer’s core issue—dual-router setup causing internet loss—was not resolved, and no empathy or clear next steps were offered. Despite being a first contact, the interaction lacked basic call control and technical rigor, resulting in a fully unresolved case.

V1 Case Analysis

Customer reports no internet at home with two routers; unable to connect cameras; agent provided incorrect wiring advice and did not resolve the issue.

Troubleshooting Steps
  • Requested serial number (not provided)
  • Advised to connect Ethernet cable to router's internet port
  • Suggested both routers be connected to the internet port (incorrect)
  • Stated first router must have internet before connecting Linksys
Key Observations
  • Agent gave inaccurate wiring instructions for a dual‑router setup
  • Failed to collect essential product model/serial information
  • Call ended without confirming any resolution or next steps
  • Customer was remote and unable to test the suggested steps
Positive Highlights
  • Attempted to ask for the device serial number at the start of the call
Agent Errors / Gaps
  • Provided wrong advice on how to connect two routers (both to WAN port)
  • Did not verify modem or internet status before giving instructions
  • Did not confirm whether the suggested fix worked
  • Did not collect required product details (model, serial, warranty)
  • Poor communication: vague, repetitive, and lacked empathy

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; customer was left without internet and no solution was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken; agent skipped basic diagnostics like LED status, WAN connection, or correct router topology.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine product status or select an appropriate path, offering no best-effort troubleshooting despite customer being out of position to provide serial number.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify root cause or ask relevant diagnostic questions; no logical sequence of inquiry was followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, KB references, or evidence-based resources were used; advice was generic and unsupported by technical process.
T3 Not Met No misinformation conf 94%
Statement 'the first router should have internet before you connect the Linksys' is misleading and technically inaccurate in context of dual-router setup.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost control of call with filler sounds ('Mhhm'), long silences, and no framing or transitions; interaction was reactive and disorganized.
C2 Not Met Confirmed understanding conf 95%
Agent used unclear language, did not adapt to customer's confusion, and failed to confirm understanding at any point.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership—asked for serial number then gave minimal advice without follow-through or commitment to resolve.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan was established; customer was told to 'go back' and figure it out alone.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was made and none was clearly warranted—this was a basic setup issue resolvable at L1 with proper troubleshooting.
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 97%
Agent never acknowledged customer’s frustration about losing phone service or having to drive away to call support.
X2 Not Met Tone & rapport conf 95%
Agent used monotonous responses and did not adjust tone or pace; customer remained confused and disengaged.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat effort by driving back home; agent provided no remote guidance or reduced-friction solution.
Call Transcript11 turns · 11 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today?
00:00
Speaker 1
yes I got a a 5G router um and I've been using that but it would connect to my cameras because my cameras are two they need 2.4 G. so I switched it back to these routers and I wanted to make sure it was connected right but I I'm not having entered any internet so I can't make phone calls uh from my house so I had to leave and go all the way up the road to make a phone call. it just shuts my internet right off on my phone too. uh well
01:00
Speaker 2
Let me just confirm, sir. Did you make changes with a setup of your devices? Okay, I do apologize. "You've experienced this kind of issue." May I know sir, what's the serial number for your Linksys device, please?
01:00
Speaker 1
I don't have that because I had to leave just to make the call. I kept it wouldn't let me make the call from by the by the router. So I'm all the way at the road to call you. Um, I guess so I I I want to make sure that it's hooked up right because I have the two the two routers. It's got it's got two routers in the I don't know if they're connected right and maybe that's why, but I want to be able to get internet at my house so I can use my phone and you know, my TV and stuff.
02:00
Speaker 2
All okay. So right now, you're you're outside. So you wanted to ask for troubleshooting steps or guide for you. Is that what you wanted to do? Mm-hmm. Okay. Okay, now if by tender you want to know uh the information about the router. Now, all you need to connect store is from your link device. You connect an internet cable in the internet port and it connects to your
02:00
Speaker 1
Right. But there's only one, there's only one connection, the, that yellow cord from the internet, and, but there's two routers. So how do I connect the other router? okay. So, from the, the modem goes, from the modem internet port goes into one of the routers internet port. How do I connect the other, the other router? What, what connection do I make from where? Cuz there's. Okay. Uh-huh. Port one.
03:00
Speaker 2
remember from your internet service provider in the internet port as well that's all you need to secure so if you do have a base or the router so from that uh other router you connect it in the internet port that's all that you need yes there is an internet port right here you have you have the port 1 2 3 port 1 and connect it internet.
03:00
Speaker 1
Okay, so, okay. Yeah, I think I, I, I did that. Oh, okay. Um, I'm trying to, I'm gonna try to drive back down there right now and hopefully I don't lose service. Um, and I'll, I wanna go in and check that, but it's, it's been a, it's been a big problem and I I, every time I pull into my driveway, I lose service and I can't, you know, I can't get phone calls or anything. Like, the internet's really bad and I, I can I had two routers. So I would think that it, you know, it should be a lot better than that.
04:00
Speaker 2
Mhhm. Mh-mh. Mh-mh. Mhhm. You need to make sure, sir, that you've set up...
04:00
Speaker 1
Um, the first router should have what? [silence]
05:00
Speaker 2
up the first router first that it should have an internet before you connect it to the Linksys. the first router should be set up first meaning to say it should have an internet first before you connect the Linksys because the Linksys won't work unless the other router has an internet. Hello? Hello, sir. Hello? [silence] Are you still there?
05:00