V2 Rubric Detail — de1f17b2-7552-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 13:43
Duration
7m 56s
Contact
Nick Mars
Issue Type
Port Forwarding
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135478
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Xbox keeps disconnecting from the network

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication5.00/5
Ownership3.50/5
EscalationN/A
Customer Exp5.00/5
Overall49.9% (-8.1)

V2 Grader Summary

The agent failed to resolve the Xbox NAT issue and violated the OOW best-effort standard by refusing phone assistance based on warranty status. Technically, the agent provided a material inaccuracy by claiming the web interface lacks options to change firewall or connection types, which is contradicted by the Gaming and Advanced Features KBs.

V1 Case Analysis

Customer reports intermittent moderate NAT and buffering on wired Xbox. Agent confirmed out-of-warranty status, offered $15 paid support, and will email self-help instructions for router configuration (UPnP/port forwarding).

Troubleshooting Steps
  • Collected serial number
  • Confirmed Xbox is wired
  • Asked if other devices are affected
  • Correctly stated UPnP is enabled by default per KB
  • Suggested port forwarding may be required (KB-consistent)
  • Offered paid-support option
  • Promised to email step-by-step instructions
Key Observations
  • Agent did not collect or confirm router model number, which limits accuracy of port forwarding guidance.
  • Agent incorrectly stated that no assistance can be provided for out-of-warranty devices, but this was followed by offering self-help via email (KB-consistent for self-help).
  • Technical advice on UPnP and port forwarding was correct per adjacent_gaming.md KB.
  • Email address was confirmed phonetically but not normalized in real time (minor communication gap).
  • Agent provided a valid self-help path via email, avoiding a dead-end closure.
Positive Highlights
  • Collected serial number promptly ([01:00]).
  • Confirmed customer's email address ([07:00]).
  • Correctly stated UPnP is enabled by default (KB-consistent).
  • Suggested port forwarding as a potential solution (KB-consistent).
  • Offered self-help path via email, providing value beyond paid support offer.
  • Maintained polite and professional tone throughout.
Agent Errors / Gaps
  • Failed to collect or confirm router model number (limits accuracy of port forwarding guidance).
  • Incorrectly stated that no assistance is available for out-of-warranty devices, though self-help was offered (minor protocol gap).
  • Did not verify whether customer had already checked UPnP status in router UI (missed troubleshooting step).
  • Did not confirm email address normalization during call (minor communication gap).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered paid support and promised email instructions without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked about connection type, other devices, and reboot history, which are relevant steps, but stopped investigation prematurely upon learning warranty status.
R3 Not Met Correct resolution path conf 95%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., checking UPnP, port forwarding, NAT type) as required by policy and instead immediately deflected to paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified moderate NAT as a symptom and asked about wired connection and other devices, but did not determine root cause or pursue diagnostic path to confirm UPnP status or port conflicts.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not access or guide customer to router web interface to verify UPnP, firewall, or port settings — tools necessary for accurate diagnosis were skipped.
T3 Not Met No misinformation conf 100%
Agent claimed 'there's no option on the web user interface to change the connection type or the, the firewall type to bridge or to like moderate,' which is contradicted by adjacent_gaming.md (Configure NAT Type/UPnP) and universal_advanced_features.md (Firewall/VPN Passthrough).
Communication
C1 Met Clear & professional language conf 97%
Agent maintained call flow: greeted, verified serial, asked diagnostic questions, communicated warranty status, and set next steps clearly.
C2 Met Confirmed understanding conf 96%
Used plain language, confirmed understanding (email address), and adapted tone to customer’s frustration level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent did not transfer the call and committed to follow-up email, but failed to take ownership of troubleshooting due to warranty status, limiting assistance.
O2 Met Proactive follow-through conf 98%
Clearly stated customer would receive email within 5–10 minutes, setting a specific timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Repeatedly apologized, acknowledged inconvenience, and remained courteous despite customer frustration.
X2 Met Tone & rapport conf 96%
Matched customer’s conversational pace, stayed patient, and checked comprehension on email details.
X3 Met Overall experience conf 95%
Collected serial and email once, avoided repetition, and provided a direct next step (email with instructions).
Call Transcript12 turns · 14 lines
Speaker 1
Hi Josh, how are you? I'm doing pretty good. My name is Nick Moss and I've got a Linksys router and I do a lot of online gaming on the Xbox.
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 1 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 I thank you for calling Linksys my name is Josh how may I help you today I'm doing great sir how about you hmm hm, got this one, sir. and before we proceed, may I have the [silence] serial number of your linksys router [silence] all right, thank you so much for that one, so let me verify again the serial number, okay? so your serial number or the serial number of the router is 2P4P, 1P1M4M, 23.
00:00
Speaker 1
I'm not, I've gotten, I've got a wired connection into my router directly into my route, I'm not sure. Not sure, my brother.
02:00
Speaker 2
Before Bravo 0 1 7 2 7. Is that correct? Alright. Thank you so much for confirming. And may I know who's your internet service provider? Thanks. Thank you so much for that. And by the way, was the device provided by your internet service provider also like a gateway or a modem router or it is just a pure modem? I see. How about this one? Does the modem also broadcast its own network or only the links router? I see. Yeah, for this one, sir, regarding with the UPnP, I'm going to set your expectation that by default, it is already enabled. But there are times that the router's configuration may interfere with the UPnP. So usually, reg-CO.
02:00
Speaker 1
and I don't understand why I'm like, out of all the people that I play with on Xbox, I'm the only one that has this issue. And no one's ever thought . . . I I
03:00
Speaker 2
already turned on. And, and there's no option on the web user interface to change the connection type or the, the firewall type to bridge or to like moderate. Uh, however, for this one, if you're experiencing, applying online games on your like a specific console, like Xbox or police station, uh, you might need to do or perform uh, port forwarding on the router itself. However, for that one, uh, you really need to get the ports from the developer of the game or from the game in order for us to enter the correct ports that needs to be entered.
03:00
Speaker 1
Like, no one that I know of has to input their own ports and do all this. I mean, they literally just connect their internet to it, and they play, and they don't have any network status issues. It's directly directly wired into the router. Yes, I've I did all that yesterday. I mean, I can I can do it again. Um, I can unplug it. I can let it sit for 30 seconds to a minute. I can plug it back in. I can, you know, hard reset the Xbox itself, you know, and and reboot that. But and like, I sometimes like sometimes, it'll that everything will be good, you know, and then all of a sudden just randomly, boom. It'll be moderate again.
04:00
Speaker 2
I see. And may I know how like how's this Xbox connected to the linksys router? Like is it wired or? I see. And have you already rebooted the linksys router prior calling us as well?
04:00
Speaker 1
it's only my xbox but I don't I don't look at my NAT types and stuff like that through the network. You know what I mean? Like I don't know if there's issues with that stuff. I mean I don't, you know what I mean? Like this is the only thing that's being affected
05:00
Speaker 2
Now, have you to further isolate this one. What about your other devices like your phone, your computers that are wirelessly connected to the routers, are they experiencing the same issue like buffering or intermittent or only your Xbox while you're playing? Mhm. [silence] Got that one. So, yeah, we might need to access the web user interface on the router and then try to disable some settings in order for your Xbox to be like, so that you won't be experiencing a buffering when you try to play on your game console. However, for this one, sir, I'm gonna set your expectation first regarding with the The hardware warranty status of your router, uh upon checking here on our end, the hardware warranty status of the device has already expired and I really do apologize, sir, but we can no longer provide assistance over the phone or chat for out of warranty devices. However, rest assured that all our troubleshooting guides and articles are still available on our support website. However, sir, if you really wanted to be assisted over the phone, we do have this one time nonrefundable support that will last up to 60 minutes, or an hour, but that will cost you $15. Like $15. I I totally understand, sir. Don't worry if you don't want to avail the paid service. I will be sending you on step by step instructions on how to log in into the web user interface of your router and then on how to optimize the settings. [silence]
05:00
Speaker 1
Yeah, it's M-O-S-S underscore 339 India Nancy is in November at hotmail.com. Yes. Yes. Thank you.
07:00
Speaker 2
All right. So may I have your email address. Mm-hmm. Thank you so much for that one. So let me verify your email address is it is m4m over Oscar S4 Sam S4 Sam underscore 33 I4 and 4:46N at Hotmail.com. Correct? Thank you so much. Thank you so much for confirming and rest assured that you will be receiving the email within five to 10 minutes. You're most welcome, sir. And again, I really do apologize for the inconvenience and thank you so much for calling. You have a great day.
07:00