V2 Rubric Detail — e7a830ce-7710-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:56
Duration
13m 49s
Contact
585-343-3116
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion (B) and Line Release (E): agent failed to engage in any troubleshooting, falsely declared the device as 'error devices', and prematurely terminated the call by redirecting to a non-existent 'ESE support' without validating the issue or device.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's router issue, provided inaccurate guidance, and prematurely redirected the customer to the ISP/ESE without proper escalation or next-step details. No troubleshooting, ownership, or empathy was demonstrated, resulting in an unresolved call.

V1 Case Analysis

Customer unable to identify Linksys router; agent provided no troubleshooting and directed to ESE support without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to correctly identify the customer's device and repeatedly asked for information that the customer could not provide.
  • No troubleshooting steps (power‑cycle, firmware check, etc.) were performed.
  • Agent gave inaccurate statements (confusing MAC address with serial number) and provided a vague hand‑off without confirming next‑step details.
Positive Highlights
  • Agent attempted to collect the serial number repeatedly.
Agent Errors / Gaps
  • Did not obtain or verify the correct product model number before proceeding.
  • Provided incorrect technical information (confused MAC address with serial number).
  • Did not perform any standard troubleshooting (power cycle, check WAN connection, etc.).
  • Ended the call with a vague transfer to another support group without a clear resolution or next‑step confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the issue; told the customer to contact the ISP or ESE support and ended the call.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting was performed; agent only asked for serial/model numbers and then redirected the customer.
R3 Not Met Correct resolution path conf 97%
Agent chose an inappropriate path (asking the customer to contact ISP/ESE) without confirming warranty status or diagnosing the router problem.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify the specific symptom, ask relevant diagnostic questions, or determine a root cause; only repeated requests for serial numbers.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (account lookup, remote session, firmware check) were used even though they were needed to verify the device and issue.
T3 Not Met No misinformation conf 96%
Agent gave inaccurate guidance (e.g., telling the customer to contact the ISP for a router issue) and failed to provide correct technical steps.
Communication
C1 Not Met Clear & professional language conf 97%
Interaction lacked clear framing, transitions, or control; long silences and repeated requests showed loss of call control.
C2 Not Met Confirmed understanding conf 96%
Agent used technical jargon without confirming the customer's understanding and did not adapt language to the confused customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent immediately transferred responsibility to the ISP/ESE instead of taking ownership of the issue.
O2 Not Met Proactive follow-through conf 97%
No concrete next steps or realistic timeline were given; only vague advice to 'contact the ISP/ESE'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Escalation to ESE was made without a valid trigger or proper justification.
E2 Not Met Escalation prep & handoff conf 96%
Escalation was not executed with proper details or clear communication to the customer.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent never expressed empathy or acknowledged the customer's confusion/frustration.
X2 Not Met Tone & rapport conf 97%
Agent did not adjust tone or pace to match the customer's evident confusion and repeated requests.
X3 Not Met Overall experience conf 97%
Customer was forced to repeat information and was given no actionable help, increasing effort.
Call Transcript23 turns · 25 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, 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. Silence. Thank you for calling Lisa's this is Mae. Hello?
00:00
Speaker 1
line underneath WPS, line underneath. Okay, hang on. Hey, I need to come in because I got to get the serial number. the link. Okay. On a new router? Um, is the, is the modem, the Linksys, is the new modem what you're asking for? [non-English speech]
02:00
Speaker 2
Mm-hmm. Okay. The WPS, that will only work if the device you're trying to connect has also WPS feature. Can I have first the serial number of your Linksys router? There's on the sticker underneath. Modem is different. Our Linksys router, there. [silence]
02:00
Speaker 1
Serious? Anything around you more? Did you say not the modem? It's not the modem. It's the router. But it's not their router? It's difficult to see. Hold on. What? Looks like M01, 00001. Okay, then. Silence
03:00
Speaker 2
Yeah, it's not the modem, but the router. Yeah, the Linksys router. Our serial number consists of 14 characters in total combination of letters and numbers. 14. Mm hmm. Uhhuh. I believe you need to contact your Internet provider if your concern is about that modem. [silence]
03:00
Speaker 1
GMH. That's not it. Yeah. I got a high connection. Yeah, you just rewrote it, that's all. Right, okay. Um... Okay. Okay. Spectrum username. I wanna to talk to her. I don't know what you... Hi, this is this is Sister Vicky. And so I'm looking at what is it exactly that you're asking her for? Cereal. The under your router, there's a sticker. Let's see. [silence]
05:00
Speaker 2
no, that's not the right on, too. The SN. serial number. that's on the sticker underneath our router. Yes, and the serial number is there.
05:00
Speaker 1
We got a new router today, and I didn't see anything so what's I'm guess I don't know the difference between a modem and a router. Okay, so that's a black box. Z3 D3 I think it's a comma 1 and a capital M O D E M say it again Deb. Hold on. She's gonna save it on my phone. Capital D3 .1 capital M.
06:00
Speaker 2
Modem is the one connected, or that's the main source of your internet, provided by your internet provider. Our Linksys is the secondary. What was it? 2 3.
06:00
Speaker 1
small O-S-N starts with SN serialize number okay so the modem we have is Euro it's not it doesn't belong to Spectrum we don't have a Spectrum one we have a Euro one numbers then No I I mean we've had this we've had this set up for years we just went and got the new router or the modem today and you know now we can't get on it all so no we don't have one of those we have a personal one because we have
07:00
Speaker 2
That's the Mac address. That's not the serial number. SN serial number. Uh, probably that's not a Linksys router. Can you see a Linksys logo on it or a Linksys printed name on the router? Is it really Linksys? Mhm.
07:00
Speaker 1
Of invisible fence outside. So we went with this Euro one, so it can all be connected. So. model number of the Linksys device? I, I, I'm not even sure, no. I don't even know what we're what else we're hooked up to here. or so. Um, Hmm. I'm thinking. Okay. Okay, our network, our, do you want our Wi-Fi network is? Do you have that?
08:00
Speaker 2
Uh-huh, yeah. I just really need to know what the LinCS device you're calling for. Model number, serial number. Well, you can- or you can read something to me that you can see on the box on top of it or anything that is imprinted on the router for me to identify. Not necessary.
08:00
Speaker 1
hold on of the router okay I got spectrum stay away or pay me let's see my wi-fi network is hold on move hold on let's see here my wi-fi network is and it just has all these on here Linky so Linky WPS 8578, correct? [silence]
09:00
Speaker 2
model number serial number or maybe there's something imprinted on top EA yeah links to router not the Wi-Fi network, but the one on the router actual links to router [silence]
09:00
Speaker 1
Hold on. Let me get this to go back. links the WPS eight 57. eight I'm going to look. Hold on.
10:00
Speaker 2
What was it? Not that one, can you see model number or serial number? Maybe there's something there that starts with E for Echo E 1000, E 2000, E 2500. Or maybe you can see E a 5300.
10:00
Speaker 1
Hmm. Okay, how about this? s n two five two two two zero five zero three seven nine three eight. [silence] correct it's got s n I'm looking.
11:00
Speaker 2
two five two two, two zero five zero three seven nine three eight. one second. There's no data here on my end upon checking no data at all. Uh, there's nothing there that you can see. Model number? Model number.
11:00
Speaker 1
[silence] D-30 D 3.1 modem. Well, um owns the number [silence] model number. N 0 1 0 0 0 1 three 0. I'm holding the modem. correct 0 1 0 0 0 1.
12:00
Speaker 2
Sometimes it's printed on top. Go ahead. That's a modem. That's not a router. That's the reason why. I need the model number of the Linksys router and or the serial number. You're looking at the wrong box. Check the box for it starts with letter N for Nancy. Uh, that's from Amazon. That's an Euro device.
12:00
Speaker 1
right, that's our modem. That's our modem. We don't have... So, that's our modem. And so, what is it that we need from you to get this thing done? Okay, that's what we needed to know. Thank you very much. Bye. [silence]
13:00
Speaker 2
0 10001. you're calling right now Eric 6 right now. so you're calling right now. Eric is basically you're calling right now links. This is an error devices. This is an error. You're calling right now links. Technical Department. You need to contact the ESE support instead. You're welcome. Bye for now. Then bye bye.
13:00