V2 Rubric Detail — dd98dd1c-7487-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 13:30
Duration
7m 26s
Contact
Armando Bahena
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135297
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp2.50/5
Overall20.6% (-11.4)

V2 Grader Summary

The agent collected serial and model information but performed no diagnostic steps, offered a paid‑service option, and only promised an email with instructions. No resolution was achieved, ownership was lacking, and the interaction was not well‑guided or empathetic, resulting in an unresolved outcome.

V1 Case Analysis

EA-7250 reset to defaults, no internet. Agent collected info but offered paid support without troubleshooting. Ended call with off-topic remark. No resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any troubleshooting despite a common, resolvable issue.
  • Agent prematurely offered paid support without assessing the problem or attempting standard fixes.
  • Call ended with an unprofessional, off-topic remark completely unrelated to technical support at [07:00].
  • No confirmation of next steps or follow-up process was clearly communicated.
Positive Highlights
  • Collected complete customer information (serial number, model, name, email, ISP).
Agent Errors / Gaps
  • Did not perform basic troubleshooting (power cycle, WAN status, router login) for a factory reset issue, which is a standard first step per KB.
  • Failed to verify if the router was online or check internet connectivity status via LED or web interface.
  • Offered paid support without first attempting any in-warranty troubleshooting, violating support protocol.
  • Asked an irrelevant, personal, and inappropriate question at [07:00]: 'What do you think gives people the impression that they know you're non-binary?' — this has no place in a technical support call and constitutes a severe communication failure.
  • Did not confirm whether the customer would receive or act on the promised email, leaving the case unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never restored internet connectivity or provided a working solution; only offered paid service or email instructions.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed beyond collecting serial/model; no diagnostics, power‑cycle, or status checks.
R3 Not Met Correct resolution path conf 94%
Agent pushed a $15 paid‑service option without first attempting standard free troubleshooting or confirming warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions (e.g., power‑cycle, WAN status) nor identify a root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, router UI, logs) were used; the issue could have been investigated with basic checks.
T3 Met No misinformation conf 92%
Agent accurately described the optional paid‑service and the promise to email step‑by‑step instructions.
Communication
C1 Not Met Clear & professional language conf 94%
Interaction lacked clear structure; after gathering info the agent abruptly switched to a sales pitch without guiding the next troubleshooting flow.
C2 Not Met Confirmed understanding conf 93%
Communication remained generic; no effort to match the customer's frustration or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of fixing the issue, instead offered a paid service and deferred to email.
O2 Met Proactive follow-through conf 90%
Agent gave a concrete next step: “we’re sure that you will receive the email within the 10 minutes.”
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said “I understand your need for a reset” but did not acknowledge the customer's frustration or repeat attempts.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone, pace, or style to the customer's confused, fragmented speech; remained scripted.
X3 Met Overall experience conf 91%
Offering emailed step‑by‑step instructions reduces the effort the customer would otherwise spend searching for the guide.
Call Transcript12 turns · 14 lines
Speaker 1
Well, hello. Hey, I just needed some help on getting connected back online. I noticed that yesterday when I got home with my, I think my router reset itself or maybe someone pushed a button or something. But it's back to the default.
00:00
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. 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. My name is Josh. How may I assist you today?
00:00
Speaker 1
um Wi-Fi network and it's not letting let's not let my devices connect uh Oh just one oh yeah . give me one sec your number is [phonetic] [phonetic] [phonetic] [phonetic] [phonetic] [phonetic] [phonetic] [phonetic] . [silence]
01:00
Speaker 2
yes I I see I got this one text so just to confirm I know how many links this devices to have I guess so and I have the serial number of that router all right thank you so much for that one so let me verify again the serial number okay
01:00
Speaker 1
3 35 K and then yes no okay nope yeah a man
02:00
Speaker 2
is it three five then a for alpha? it's … I see uh huh so yeah, let me verify again uh Sorry Sir so I'm gonna verify now the serial number right? thank you so it's three five K for kilo 10 M for Mike 25 a for alpha 0 3 6 9 8 is that correct? thank you so much for going all right thank you so much for confirming and may I also have the model number? the model number can be found underneath
02:00
Speaker 1
Oh. Oh, yeah, I found it. E-A- 7-2-5-0. Yes. Oh, spectrum. Yes. Yeah, Armando. A-R-M-A-N-D-O. Last name B-A-H-E-N-A. Thank you. Um, no problem. Yeah. Okay. Take care.
03:00
Speaker 2
meet the device. Uh huh. Thank you so much for that one. And by the way, sir, are you calling us from the United States? Uh huh. And who's your internet service provider? I'm sorry, was it Spectrum? All right. And who's sorry. May I have your first and last name? Uh huh. And mhm. I'm sorry, your last name spelled as B A H for hotel and then
03:00
Speaker 1
E. Pacific and A. so. just for. perfect. Yeah, email address is Pacific N W 0 0 8, 8 at Gmail.com. Correct.
04:00
Speaker 2
Is that correct?. Um, sorry. I see. So, it's does it uh uh does it uh sorry uh does it uh spelled as b h sorry b a h e n correct? And uh thank you so much for confirming again. So last thing, sir, may I have your email address? Uh-huh. Uh-huh. Alright. Thank you so much for that one. So, going back to the issue, uh you mentioned that your router currently does not have an internet connection. Is that correct? Uh and have you already rebooted this link router prior calling us?
04:00
Speaker 1
I had disconnected it, uh, from the power, but, uh, nothing, uh, happened. Um, this happened... So, go ahead. Yeah, no, I didn't, no. Yes. Yeah, yeah, they told me that everything looks good on their end. Okay, yeah, I just want to go back to my original, I don't want to be in the default. Yeah, I just want to be able just to get back into my, uh,
05:00
Speaker 2
Nevertheless, all our troubleshooting articles is still available on our website. However, sir, if you really want it to be assisted over the phone, we do have this one time non refundable service that will last up to 60 minutes for an hour that it will cost you $15. Don't worry, sir, if you don't want to avail the paid service, I can actually send you the step-by-step instructions via email in how to properly reset and reconfigure your router. understand, sir. I understand your need for a reset and will provide you with guidance. I understand, sir, and I totally understand. yes, don't worry. We're sure that you will receive the email within the 10 minutes. What do you think gives people the impression that they know you're non-binary?
06:00