V2 Rubric Detail — d8c9b8a8-79fd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:17
Duration
7m 4s
Contact
Linda Mclaughlin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#EOS00136154
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping internet connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.43/5
Overall32.9% (-23.1)

V2 Grader Summary

The agent provided only generic power-cycle and reset advice, did not perform any diagnostic steps or use tools, and failed to resolve the intermittent connectivity problem. No escalation was made despite the issue remaining unresolved, and empathy was minimal. Consequently, the call ends without a solution.

V1 Case Analysis

Customer reports intermittent internet drops on a Linksys E900 router. Agent suggested power-cycle, reset, and emailed a reconfiguration guide. No diagnostic testing performed; issue unresolved.

Troubleshooting Steps
  • Collected router model (E900) and serial number (partial)
  • Suggested power-cycle of the router
  • Suggested reset and reconfiguration
  • Emailed a reconfiguration guide to the customer
Key Observations
  • Agent did not follow standard diagnostic flow (e.g., direct modem test, WAN status check).
  • No verification of whether suggested steps resolved the issue.
  • Suggestion to upgrade router implies potential out-of-warranty or end-of-life status.
  • Long silences and unclear communication reduced efficiency.
Positive Highlights
  • Collected router model and serial number.
  • Sent a reconfiguration guide to the customer.
  • Maintained a polite and professional tone.
Agent Errors / Gaps
  • Failed to perform WAN diagnostics (e.g., direct modem speed test) to isolate the issue.
  • Did not verify whether the suggested power-cycle/reset resolved the problem.
  • Provided generic advice without confirming outcome or root cause.
  • Did not discuss warranty or escalation options despite potential hardware/age issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only suggested power-cycle, reset, and router upgrade; no confirmation that the issue was fixed.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting steps were taken (no WAN check, no firmware check, no diagnostics).
R3 Partially Met Correct resolution path conf 90%
Agent offered a generic reset/re-configuration path and suggested a router replacement, but did not verify hardware status or warranty before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions to isolate the cause; jumped straight to power-cycle/reset.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI check, speed test) were used despite the issue requiring verification of router WAN status.
T3 Met No misinformation conf 98%
Advice to power-cycle, reset, and the note that a router upgrade may be needed are technically correct.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves and asked for name/email, but did not set clear expectations or guide the call flow beyond sending a guide.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated the customer's name and email, and avoided technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and sent a guide, but did not take further ownership to verify the fix or follow-up.
O2 Partially Met Proactive follow-through conf 86%
Agent gave next steps (check email, try reset, consider new router) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent did not escalate despite the issue remaining unresolved after basic advice.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered minimal empathy; did not acknowledge the customer's frustration or repeated attempts.
X2 Partially Met Tone & rapport conf 88%
Tone remained polite but did not adapt to the customer's evident irritation.
X3 Partially Met Overall experience conf 87%
Customer had to repeat name, email, and model information; agent could have pulled from the call record.
Call Transcript12 turns · 13 lines
Speaker 1
I'm calling because I'm having a problem. I believe with my, router because my modem is is fine and working the way it should be working. And I needed to see if I could get some technical help with it. My internet service cankeeps cutting in and cutting out. And I'm constantly having to recycle my modem and my router. And I've already been on theTranscribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] speak to a real person and they gave me a website to trouble shoot or to help you know, to help not being able to use it. I've been on the phone for two hours now and like I said it's a cycling problem with my internet. There's nothing wrong with the cable and I canrerach. I called over the weekend and they said theya' ground crew helped them work on the lines or something like that, but I still, nothing changed. It's still has been, probably has been going on for days. Really? I'll try and get somebody to help you now. Yes, that would be great. Just a moment, honey.
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.
00:00
Speaker 1
Phone with my internet provider and we've checked the modem and the upstream and downstream they're all working good. So I think it might be a router issue. The model number is um I think this is the model C817749 E Okay, so let me see. This is a okay, this is um, all right, this is Cisco Linksys E900.
01:00
Speaker 2
okay what's the model number of the router we don't have router to touch that one that has the same model as you mentioned uh look for the device that has linksys
01:00
Speaker 1
Okay, that's the model number. Yep, the serial number is 12-3, 1-0, C as in Charlie, 6, A as in Apple, 2-3-4, 2-8-1, a spectrum.
02:00
Speaker 2
okay, so the model, I believe is E 900. hold on, ma'am. mm-hmm, can you give me the serial number, please? yeah. Frank. out. okay. and uh-um who's your internet service provider? I'll, [silence] I'll be right back. okay. [silence] [echoing] [background noise] mm-hmm. okay. okay, I can go ahead and [silence] Yeah. all right, no. okay, hold on a moment, I'm turning you to the [silence] [background noise]
02:00
Speaker 1
Correct. Or the brother. Okay. Okay. Um, All right. I guess I will have to go do that then. Got it. Okay. I will work on getting a new router then. Oh, okay. That would be great. It's Linda McLaughlin. M C L-A U-G-H-L-I-N. Okay, an email.
03:00
Speaker 2
Yeah. Okay. Yes, ma'am. That is better, ma'am, because even if we can fix the issue of the router, it's not a guarantee that it will work. Okay. But, um, my suggestion is you can try to power cycle the router, or maybe try to do a reset and reconfiguration. I can send you a set up guide for the reconfiguration if you want. Okay. Um, you just have to provide me your full name and email. How do I spell your last name? Yeah. Okay. And your email. What? Can I just send it back
04:00
Speaker 1
Linda McLaughlin 1 8 2 2 @gmail.com. So this just reconfigures the router, but there's no guarantee, right, that this is going to fix it. Okay. Yeah. Okay. Okay, got it.
05:00
Speaker 2
[silence] Okay. Yes. Yes. [silence]
05:00
Speaker 1
okay. miss me? Oh. while. while. Oh. see anything yet? Oh, I just got it. okay. got it. okay. thank you very much. I appreciate it. you too. bye bye.
06:00
Speaker 2
Okay. All right. So, I've sent you the the the guide already. Um, please check your email. [silence] Okay, that's great. So, uh, again, ma'am, you can try to to reset and reconfigure, but the best option is to upgrade your router. All right. You're welcome, Linda. Thank you for your time and have a good day. Bye for now.
06:00