V2 Rubric Detail — d565506c-7630-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:12
Duration
11m 16s
Contact
John Silva
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00059969
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection/Slow internet speed
⚠ Auto-Zero applied: Avoidance/Evasion: Agent avoided the mandatory diagnostic process (LED checks, UI verification, reboot) defined in the KB, provided a fabricated technical requirement (24-hour ping test), and misrepresented their authority by claiming they would 'process a new modem' from the ISP.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership1.79/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any KB-mandated diagnostics, instead relying on a customer-reported ping test to blame the modem. The agent provided technically unsupported guidance regarding a 24-hour test and falsely claimed the ability to process ISP hardware replacements, justifying an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reported intermittent ping timeouts during a 90-minute test. Agent incorrectly diagnosed modem fault without direct testing, failed to collect model/serial, gave inaccurate ping duration advice (24 hours), and falsely claimed to process a new modem. No valid troubleshooting performed.

Troubleshooting Steps
  • Confirmed occurrence of 'request timed out' message
  • Asked if issue was ongoing since last contact
  • Incorrectly advised 24-hour ping test is required
Key Observations
  • Agent failed to perform direct modem test per universal_isp_modem_diagnostics.md Step 1, which is required to isolate ISP/modem issues.
  • No product model, serial number, or warranty status was collected, violating core protocol expectations.
  • Agent provided factually incorrect technical guidance: KB does not require or recommend a 24-hour ping test; standard practice is 5–10 minutes for basic connectivity checks.
  • Agent falsely claimed they would 'process a new modem' for the customer, which is not within Linksys support authority — ISP manages modem replacements.
  • Call contained long silences and disjointed flow, reducing efficiency and clarity.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Clearly acknowledged the customer's reported issue.
  • Attempted to provide a next-step (contact ISP), though it was based on flawed reasoning.
Agent Errors / Gaps
  • Missing collection of device model/serial and warranty information.
  • Failed to follow the standard diagnostic flow (test at modem first).
  • Provided inaccurate guidance about ping test duration (24 hours) — no KB or industry standard supports this.
  • Incorrectly stated they would process a new modem for the customer — this is outside Linksys scope and misleads the customer.
  • Did not verify whether the modem is ISP-provisioned, which affects support path (per universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent concluded issue was with modem and told customer to call ISP for replacement, but did not resolve or confirm resolution of the connectivity problem.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent referenced prior ping test and used it as diagnostic input, but did not perform additional troubleshooting (reboot, cable check, UI verification) or escalate despite incomplete data.
R3 Partially Met Correct resolution path conf 87%
Agent directed customer to ISP based on ping results, which aligns with ISP responsibility for hardware; however, failed to verify if device was ISP-provisioned or confirm WAN status before making recommendation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the model number, check LED status, or verify router WAN status as required by velop_wifi_connectivity.md and universal_escalation_guide.md, jumping immediately to a modem-fault conclusion based on a customer-reported ping test.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (router admin interface, remote session, logs) were used to validate router performance or firmware status, despite the issue requiring verification beyond customer-reported ping results.
T3 Not Met No misinformation conf 98%
Agent claimed 'ping must actually be run within a 24 hour time frame' and 'I'll process a new modem from them'; neither the 24-hour requirement nor the ability to process an ISP modem replacement is supported by any Linksys KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent acknowledged prior interaction and attempted to continue, but allowed long silences and failed to structure next steps clearly or maintain control of conversation flow.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language but frequently spoke in fragmented, confusing sentences (e.g., 'Ser John... Sergio... Surjit') and did not confirm understanding after key statements.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent reviewed prior interaction and took ownership by referencing previous ping test, but prematurely shifted full responsibility to ISP without completing L1 diagnostics or escalation path.
O2 Partially Met Proactive follow-through conf 85%
Agent advised customer to call ISP and request a new modem, but provided no ticket number, follow-up commitment, or timeline for resolution.
O3 Not Met Closure confirmation conf 92%
Customer mentioned prior contact; agent did not reference case history, prior findings, or documented steps, treating the interaction in isolation.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation occurred despite unresolved issue and lack of full diagnostic data; given the intermittent nature of the problem, escalation to higher tier was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent thanked customer for waiting but did not acknowledge repeated outages, frustration, or history of recurring issues — empathy was minimal and generic.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a polite tone but failed to adapt to customer’s pacing or emotional state; customer had to repeat information due to unclear guidance.
X3 Not Met Overall experience conf 91%
Customer repeated details about ping test multiple times; agent did not consolidate information or reduce redundancy, increasing customer effort unnecessarily.
Call Transcript15 turns · 17 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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products. [silence]
00:00
Speaker 1
hi good afternoon I'm sorry what was your name? Eli I didn't want to just show your name um this is John Silva uh did my account come up on your screen? Yeah I did that last night I had to yeah I did that last night. Um I spoke to one of your colleagues. She says all I needed to do was run the pines test and
01:00
Speaker 2
Uh, yeah, I was actually the one who assisted you and did ask you, uh, sir, John regarding with running the ping test, um, and connect your computer directly to your modem. Okay. [silence]
01:00
Speaker 1
[silence] for for like 1 to 2 hours, which is what I did last night. [silence] Hold on, cuz I was looking at the bottoms. [silence] [silence] Thank you.
02:00
Speaker 2
Okay. and did you get any message or an error message that says request timout. Okay. Thank you so much. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm.
02:00
Speaker 1
Now, not since I last talked to you. No, but keep in mind it happens every every couple of weeks without issues.
03:00
Speaker 2
And uh, by the way, uh Ser John, while you're trying to check the result of the ping that you continuously running uh yesterday. Um are you still experiencing the same issue? Oh, okay, so like everything was actually good since the last time without that we talk, like there was no problem with your internet speed and then the dropping was not like, you know, you were not experiencing it? Yeah. Uh huh. Like, like randomly, correct? [silence]
03:00
Speaker 1
[silence] yeah, hold on one second. Okay, I just got to the top Um request timed out of 90 minutes. I count five. Five. So of the 90 minutes, no. Like the first hold on. The first um request timed out. It happened once and then it kept going. Then it happened again once. And then the third time was a long time. I'm fortunate they didn't even put a time stamp on this. The third time it happened again. [silence]
04:00
Speaker 2
On how many requests timeout. Did you five continues times. Hmm. uh, huh. Yeah. Regarding.
05:00
Speaker 1
The error only popped up once, not multiple times consecutively.
06:00
Speaker 2
Okay, hello, sir, John. Yeah, thank you so much, by the way, for patiently waiting on the line. So, um, I did actually check everything here in our, uh, I mean, from my resources. And, uh,
08:00
Speaker 1
uh-huh. So if I ran, if I ran the ping command and it ran for 90 minutes, there should be no timeouts?
09:00
Speaker 2
Yeah, so based from the result that we did actually run from the, from, of course, from our previous conversation, so there is no really problem with your router. The one that is causing the issue right now, Sergio, is really your modem. So you might, you actually need to call your internet service provider and then request a new modem from them because you really need to replace this modem if it's actually really acting like this, that it's giving you a request timeout because it's not really normal for a modem to act like that. So you need to call your internet service provider and then request a new modem from them. Yeah, there should be no timeout. For that one, though not just within the nine minutes time frame, not just in that time, because the the minimum or the most required ping that should you run or should an owner run for the computer just to check if the internet was actually working properly. It should be like within 24 hours ping. If we really cannot identify if there is really a problem with the modem or with the router by running the pin within just 90 minutes or within just for a few hours. Because the ping must actually be run within a 24 hour time frame. Now since you got the timeout request in just within 90 minutes, then there is really a problem with your modem Sir John, if that's actually the case. Yeah give them a call, request a reimbursement and refund for that.
09:00
Speaker 1
All right. Cool. All right. Okay, thank you. You too. Bye.
11:00
Speaker 2
I'll process a new modem from them. Okay? And I'll be documenting everything here as well. Okay. Thank you so much as well, Surjit, okay? You do have a wonderful day ahead. Bye bye, for now.
11:00