V2 Rubric Detail — d8b52184-7739-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:49
Duration
16m 49s
Contact
Maryann Gross
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135876
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - no internet
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided conducting any substantive troubleshooting, failed to use available tools or knowledge base guidance, and defaulted to passive case creation without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform basic diagnostics, provide accurate technical guidance, or demonstrate ownership. With no troubleshooting, no tool use, and no empathy, the call ended with an unresolved internet connectivity issue and unjustified passivity, constituting clear avoidance behavior.

V1 Case Analysis

Customer reports WHW03 V2 mesh system has no internet; laptop fails to connect. Agent did not perform basic WAN diagnostics or power cycle. No resolution or next steps provided.

Troubleshooting Steps
  • Asked customer to verify Wi-Fi network visibility and connection to router.
  • Requested serial number and model.
  • Asked for ISP name.
  • Asked about LED color (confirmed red on all nodes).
Key Observations
  • Agent did not follow standard troubleshooting flow for WAN connectivity issues despite red LED indicating failure.
  • Model and serial number were captured but not confirmed or validated for accuracy.
  • Agent referred to customer as 'Marwin' instead of 'Marianne', indicating lack of attention to detail.
  • Email address was phonetically misheard and incorrectly recorded (Jackneby November Alpha Sierra Oscar Peter Romeo Alpha Nancy Oscar George at gmail.com).
  • No troubleshooting steps such as power cycling, checking WAN settings, or accessing the web interface were attempted.
  • Call ended without resolution, escalation, or clear next steps.
Positive Highlights
  • Agent correctly identified the need to connect to the router first before diagnosing internet access (adjacent_connecting_devices.md).
  • Agent asked about the LED color, which is a valid initial diagnostic step (universal_escalation_guide.md).
  • Agent attempted to create a case and collect customer information, showing intent to document the issue.
Agent Errors / Gaps
  • Failed to verify WAN connection or perform power-cycle of modem/router despite red LED indicating failure (universal_isp_modem_diagnostics.md).
  • Did not collect or confirm usable serial number and model before proceeding; serial was garbled in recording but recoverable from context.
  • Provided an incorrect/garbled email address for case creation, indicating poor data handling.
  • Did not offer any concrete troubleshooting steps or a resolution path despite clear symptom (red LED, no internet).
  • Misidentified the customer's name (Marwin vs Marianne), reducing trust and professionalism.
  • Failed to access router interface at http://myrouter.local or http://192.168.1.1 to check WAN status or firmware (universal_isp_modem_diagnostics.md).
  • Did not check or suggest verifying ISP credentials or PPPoE settings if applicable.
  • Did not escalate or suggest next steps despite clear hardware-like failure (solid red LED on all nodes).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution was achieved — internet connectivity was not restored, no troubleshooting completed, and no valid escalation path executed.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were performed (e.g., no reboot, no check of WAN connection, no verification of modem status).
R3 Not Met Correct resolution path conf 90%
Agent did not determine warranty status, product capabilities, or appropriate resolution path; defaulted to case creation without diagnostic foundation.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause; did not ask relevant diagnostic questions about ISP type, PPPoE, bridge mode, or WAN IP.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — no remote access attempt, no KB reference, no guidance to http://192.168.1.1 to check internet status.
T3 Not Met No misinformation conf 85%
Agent incorrectly framed the issue as 'connect to the router first' — customer already connected devices; the real issue is WAN-side internet connectivity.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost control of call flow — jumped between model number, serial, ISP name, case creation, and light color without structure.
C2 Not Met Confirmed understanding conf 85%
Agent used confusing phrasing ('trigger out how to connect') and did not confirm understanding or adapt to customer's pace.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent showed no ownership — only offered to create a case ticket without committing to follow-up or personal accountability.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up commitment provided to customer after case creation.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Escalation was warranted due to unresolved internet issue and red LED, but agent did not escalate or attempt resolution.
E2 Not Met Escalation prep & handoff conf 80%
No escalation was performed, so execution of escalation (correct team, details, customer notification) could not be met.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy; did not acknowledge frustration, urgency, or impact of no internet.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to customer’s hesitant, fragmented speech; continued with disjointed questioning.
X3 Not Met Overall experience conf 85%
Customer had to repeat model and serial information multiple times due to poor call structure and lack of active listening.
Call Transcript13 turns · 13 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, 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.
00:00
Speaker 1
This is Marianne. Hi, my linksys router is not picking up my internet and I've been, I've already checked with the internet service and that seems to be fine. Uh, it started today. [ silence ] I bought it two years ago.
11:00
Speaker 2
thank you for calling Linksys. My name is Nathan. May I know who am I speaking? Marianne. How can I help you Marianne? Mm When did the problem started?
11:00
Speaker 1
earlier today. Yeah. Can I see? Yes, I can see it. No. Well, it's, it's, it's hard to, to, to spell. So, it looks like it's connected. Yeah. Like my phone is connected. My laptop will not connect. I get an error. Let me start it up real quick and tell you. Yeah. I, yeah. I am connected to the rest.
12:00
Speaker 2
ok ready. Can you see Wi-Fi network? Can you connect to it? What is the error? OK. OK. OK, let me explain. There are two ways to connect. First one, you need to connect to the router first. The router will be the one to connect to the Internet. Your objective is to connect to the router. When you're connected to the router, then we can trigger out how to connect to the Internet. OK, go ahead. try to connect to the router first. Ah, you're connected to the router. So, from your device going to the router, there is no issue. The issue is around the
12:00
Speaker 1
Sorry, I was trying to get the air you wanted. Oh, let me go back to the router. Okay. The serial number, oh wow, it is so tiny. Let me see. See if I can zoom in on it. Okay. Serial number is
13:00
Speaker 2
Alright, tell me what's the serial and model of your router? [silence]
13:00
Speaker 1
2-0 G it's in GM 2-0 M as in Mary 3-A-A it's an Apple Apple 3-6-260. Um. Nothing at all. is this on a sticker in here? um. um. a model um oh model yeah W-H-W-03 V-2 the color
14:00
Speaker 2
You have the model, by chance. All right. Tell me what is the color of the line on top?
14:00
Speaker 1
Oh the light is red. Yep. Um, I have, I have three, but two are hooked up right now. Um, I only, yeah, they're they're here. Yeah, I have on. I have one that I'm using now and it's near this. Yeah. Do you want me to plug it in or no? Okay. Yeah. Okay. spectrum, gross, G-R-O-S-S. Uh, M-A,
15:00
Speaker 2
of the light, right. You have how many of this device? Um, two, three. Three. Can you bring the other three? Can you bring the other two nearby? Uh, they should be nearby the modem, right? Can we the color of the light on the other two? Mhm. Yeah, all three of them should be. By the way, who's the internet service provider? Is it Expecto or Xfinity? Let me let me create a case ticket for you, Marwin. What's your last name? And you and your email address?
15:00
Speaker 1
s o p r a n o g at t-mail dot com
16:00
Speaker 2
Jackneby November Alpha Sierra Oscar Peter Romeo Alpha Nancy Oscar George at gmail.com All right. And A soprano you're a singer. All All Right. Are they plugging now? Marian? Are they
16:00