⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided responsibility by redirecting to ISP without performing any router-side diagnostics, despite having a clear path to isolate the issue using standard procedures.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership1.00/5
Escalation0.00/5
Customer Exp3.57/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent received a report of internet loss on an MR9000, asked minimal qualifying questions, and immediately redirected the customer to call their ISP without performing any troubleshooting, tool use, or ownership. No diagnostic steps were taken, resulting in no progress and an unresolved case. The interaction constitutes avoidance of technical support responsibility.
V1 Case Analysis
MR9000 no internet since 2 am; agent collected serial/model, incorrectly referred to ISP without diagnostics, provided invalid phone number (800-0204), no case created, call ended abruptly.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to follow standard ISP/modem/router isolation process outlined in universal_isp_modem_diagnostics.md.
Provided an invalid phone number (800-0204) that does not correspond to Verizon technical support.
Did not verify basic router status (LEDs, power, WAN cable) before referring to ISP.
No case number was created despite collecting serial and model.
Call ended abruptly without confirming customer understanding or offering further support.
Positive Highlights
Collected the correct model number (MR9000) and serial number (32A10M24B02954) from the customer at [02:00].
Acknowledged the customer's issue and expressed empathy at the start of the call.
Agent Errors / Gaps
Did not perform Step 1 of universal_isp_modem_diagnostics.md: testing connection directly at the modem.
Failed to check router LED status or perform a power cycle — basic steps required for any no-internet issue.
Provided incorrect and unusable phone number (800-0204) for Verizon support.
Did not create or cite a HappyFox case despite collecting identifying information.
Incorrectly concluded ISP was at fault without any diagnostic evidence from the router side.
Did not confirm whether the modem was online or check for internet signal on the WAN port.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent did not resolve the issue or achieve any outcome; only redirected customer to ISP without troubleshooting.
R2Not MetDiagnostic thoroughnessconf 98%
No meaningful troubleshooting steps were performed (e.g., power cycle, LED check, cable verification, direct modem test).
R3Not MetCorrect resolution pathconf 97%
Agent failed to follow the appropriate resolution path: should have first isolated whether the issue was with the router, modem, or ISP using diagnostic steps.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 90%
Agent identified the symptom (no internet) and asked about outages and ISP, but did not proceed with logical diagnostics to determine root cause.
No tools were used (e.g., no guidance to check router UI, no suggestion of speed test or LED status), despite being necessary for this connectivity issue.
T3MetNo misinformationconf 94%
Agent did not provide any technically incorrect information; suggesting ISP contact is valid, though incomplete as a standalone action.
Communication
C1Partially MetClear & professional languageconf 92%
Agent opened the call politely and asked initial questions, but provided no clear plan, structure, or transition before abruptly ending.
C2MetConfirmed understandingconf 95%
Agent used accessible language and addressed the customer respectfully ('ma’am'), adapting to a non-technical caller.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent did not take ownership; immediately deferred to ISP without attempting any router-side diagnostics or resolution.
O2Partially MetProactive follow-throughconf 88%
Agent provided a next step (call ISP at 800-0204), but gave no timeline, follow-up plan, or commitment to reconnect.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 95%
No escalation was made, and given the lack of troubleshooting, a valid escalation to L2 or appropriate diagnostic path was warranted.
E2Not MetEscalation prep & handoffconf 95%
Since no escalation occurred and none was initiated, execution details and customer notification are missing.
Customer Experience
X1MetCustomer effort minimisedconf 97%
Agent expressed empathy: 'I'm so sorry to hear that, ma’am.'
X2MetTone & rapportconf 94%
Agent maintained a calm, courteous tone throughout and matched the customer’s pace.
X3Not MetOverall experienceconf 96%
Customer was forced to make an additional call to ISP; agent did not reduce effort by performing basic diagnostics first.
Call Transcript12 turns · 12 lines
Speaker 1
Yeah. So our Leg-up XE's wi-fi router has been out of connection to internet since like 2 o'clock this morning.
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 may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. Hello, thanks for calling Linksys Technical Support. This is, how can I assist you today? [silence]
00:00
Speaker 1
And I was wondering if you guys know what's going on?
01:00
Speaker 2
I'm so sorry to hear that, ma'am. Just to confirm, ma'am, before it disconnected, is there any power outage or any internet outage happening? Is your internet service provider, is it down or not? Your modem, is it working or not working? Can you tell me what's the model number and the serial number of this Linksys router? All right.
01:00
Speaker 1
So, you need the model number and the serial number, you said? Uh, so, the serial number is... Let me know when you're ready. Okay. Uh, serial number is 32A10M24B02954. And then the model number is MR9000. Uh, lin cheese.
02:00
Speaker 2
Yes. Yes, please. Yes, I'm ready. Um, R and a thousand and zero. Zero. And your modem, sir. I may know who is your internet service provider. Um, no, not Boite's List. Um, is it... [silence]
02:00
Speaker 1
oh um I'm pretty sure it's uh Verizon, but uh I'm not gonna lie. I don't really know cuz my mom's the one that does all this, but she's at work right now. So uh yeah, no, there is no internet connection. Like at all. There hasn't been since 2:00.
03:00
Speaker 2
um, Spectrum, is that uh Xfinity or Verizon? I see. And also, can you can you confirm sir, if your modem is working if there is an internet connection coming from the modem? as he um, I see. Because what I can highly what I can highly suggest the user is to contact first your internet service provider and confirm to them if the modem is working or there is no internet outage from them or their network is not down. And once you confirm to them that it's working, then you can contact us back cause maybe their internet is down or there are any issues happening from their [silence]
03:00
Speaker 1
Do you, by chance, have their phone number? Because I've been trying to look for it, and I can't find it. I'm going to be honest. All right. All right. I'm ready. Yeah.
04:00
Speaker 2
... let me double check. I can provide you one of the phone numbers for a technical support. Are you ready? It's 800