V2 Rubric Detail — f06e4d0c-73b3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:13
Duration
11m 22s
Contact
Ron Lamacchia
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135116
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-30.3)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided technically inaccurate information about reset duration, and defaulted to warranty verification without offering best-effort support. No resolution path was established, and the customer was directed to return later with documentation, resulting in an unresolved outcome with significant gaps in technical and customer service standards.

V1 Case Analysis

Customer unable to get new Linksys R74 router online. Out-of-warranty; agent requested proof of purchase and advised to call back after receipt is provided. No technical steps performed.

Troubleshooting Steps
  • Collected ISP (Spectrum) and serial number.
  • Asked about router LED status.
  • Confirmed a brief 5-second reset had been attempted.
Key Observations
  • Agent never guided the customer through router login, WAN verification, or basic setup steps despite clear internet connectivity issue.
  • Provided incomplete reset guidance — mentioned 5 seconds is insufficient but did not explain correct 10–20 second factory reset procedure per KB.
  • Declared device out of warranty without performing warranty lookup or citing expiration date.
  • No troubleshooting of modem-router link, DHCP, or Wi-Fi settings was performed.
  • Failed to offer any self-help resources (KB articles, setup guides) despite customer being out of warranty.
Positive Highlights
  • Collected ISP information (Spectrum) early in the call [01:00].
  • Asked about router LED status to assess device state [02:00–03:00].
  • Confirmed whether customer had contacted ISP, showing awareness of upstream dependency [05:00–06:00].
  • Maintained a polite and patient tone throughout the interaction, especially when customer expressed frustration with codes and setup [10:00].
  • Offered to send an email request for receipt, showing willingness to assist within policy constraints [10:00].
Agent Errors / Gaps
  • Failed to verify router admin access or guide the customer to the local web UI (192.168.1.1 / myrouter.local) for setup or diagnostics.
  • Provided incomplete reset guidance — stated 5 seconds is insufficient but did not instruct on correct 10–20 second factory reset as per universal_factory_reset.md.
  • Did not perform any WAN, DHCP, or internet connectivity troubleshooting despite the core issue being lack of internet.
  • Assumed out-of-warranty status without checking or confirming warranty coverage through official channels.
  • Did not offer any self-help path (e.g., KB articles, setup guides) after determining device was out of warranty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the router connectivity issue; interaction ended with customer instructed to send proof of purchase and call back later.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting performed — agent only asked about provider, serial number, and reset duration; no systematic diagnostic steps were taken.
R3 Not Met Correct resolution path conf 95%
Agent declared the router out-of-warranty and required proof of purchase before any assistance, without offering best-effort troubleshooting for setup, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify symptoms systematically; asked vague, non-diagnostic questions (e.g., 'is the name showing up?') and did not determine root cause of connectivity failure.
T2 Not Applicable Appropriate tools / resources used conf 85%
No tools (remote session, admin UI, logs) were used or referenced; no evidence of tool necessity or availability in transcript.
T3 Not Met No misinformation conf 95%
Agent stated that a five-second reset 'means that it's not reset at all,' contradicting KB which requires 10–20 seconds for factory reset on most routers.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow with questions but lacked clear framing, allowed multiple long silences, and failed to manage transitions or expectations effectively.
C2 Partially Met Confirmed understanding conf 87%
Language was simple but agent did not confirm understanding, adapt to customer’s repeated frustration, or adjust for accessibility needs (e.g., older user struggling with codes).
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred responsibility to customer to obtain receipt and call back, without taking ownership of the technical issue or committing to resolve it upon return.
O2 Partially Met Proactive follow-through conf 88%
Agent set next step (email receipt), but no timeline or follow-up commitment was made; customer left without clear expectations for resolution.
O3 Not Applicable Closure confirmation conf 80%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy, failed to acknowledge customer’s frustration or repeated effort, and remained transactional throughout.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt tone or pace to customer’s emotional state; continued scripted questioning despite customer’s confusion and stress.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat effort by obtaining receipt and calling back, creating unnecessary barriers instead of resolving issue during current contact.
Call Transcript23 turns · 23 lines
Speaker 1
Well, because I'm having trouble with my uh router to hook it up to the Internet.
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.Linksyth.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, 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] I think you're calling in. So this is G. G. How can I help you today? [silence] Yes, I'm having trouble with my network, router to hook it up there. I see. Um, I'm sorry, sir. May I know who is your internet provider, sir? [silence]
00:00
Speaker 1
three two y two zero M 26. No, I'm sorry. It's two C b zero one three four zero one three six four. Yes. Correct. Sure.
01:00
Speaker 2
spectrum. Okay. And may I also have the serial number of your Lindsay's device, please? Uh-oh. Okay. Let me just read it back to you. Uh-32 W for Yankee, 20M for Mike. Is it to Charlie Bravo? Okay. And 01364. Okay. Let me just check on the exact, you know, sure, just maybe a couple of seconds, okay?
01:00
Speaker 1
2-1-6-6-9-5- 7-8-6-1. Yes, you are.
02:00
Speaker 2
You know what I did 93. OK, so I have found a record here, sir. Can, can I just confirm that I'm speaking to mister Ron? Yes, yes. Uh, you have here your information and, is there any lights going on, sir, on your router, sir?
02:00
Speaker 1
yes. Yes, No, it's, it's on solid. Yes. But then when you... Yes. Then I, you know, I went on my back and I hit the reset and it Just blinks. It blinks on the back. Right? What's blinking a yellow, yellow, light blinking on and off. How long? or You want me to do it or I do. I Yes, I did. I held it in for I don't know, maybe five seconds.
03:00
Speaker 2
Is it on the lace's word? What does it? Is it blinking through or? Solid white? Just solid white. Mm-hmm. Mm-hmm. How long did you press the reset button, sir? Mm-hmm. No, sir. You mentioned, you mentioned, sir that you already did. Five seconds. [silence]
03:00
Speaker 1
Ah yes for the for the internet well it's uh uh i think it's r l i even tried changing that to r lsl roadrunner.com [silence]
04:00
Speaker 2
[KEEP_UNCERTAIN] how about the Wi Fi name sir? the Wi Fi name that you set up for your internet, is it still showing up? what what is the name sir? yes, the Wi-Fi name you set up okay. [silence] , okay
04:00
Speaker 1
And I tried changing my password because I couldn't remember it. And then I got a message from Google saying if someone's trying to change your password... ...I've been trying since about 6:00 this morning... when I got up to turn the TV on and watch the news, and it said no internet, not connected... uh... No, I didn't, but the last time I talked to...
05:00
Speaker 2
No internet. Yes, sir. Did you already talk to Spectrum about this concern sir but the issue?
05:00
Speaker 1
They told me that I own my own router and and there's nothing they can they can check or do anything about that, because it's my own routers. Yes, they own a modem. Yes, they own a modem. Oh, no, I, yeah, I, I didn't talk to them today, no. Yep. Yep.
06:00
Speaker 2
0, well. Yes, yes, sir, but they own the modems here, right? Or did you? Yes. Yes, sir, because your licensed routers are dependent on their modems. So that's the reason, sir, why I'm asking you if you already talked to them. Anyway, sir. Yes, sir. Okay. Okay. So since it's, uh, the name is still showing up, sir. And, um, yeah, you did the reset, but it's just five seconds, right? That means that it's not reset at all. Mhm. Okay.
06:00
Speaker 1
No, I just received that's uh that was the old one. And it was, it was. It wasn't uh it wasn't connecting uh to my devices outside. So I got a new one. I just got a new one the other day. It came yes yes came Saturday. And I hooked it up this morning. It's uh don't forget the I think it's pretty it's the same as the old one.
07:00
Speaker 2
Uh-huh. Is this the new, what is the model, I'm sorry, what is the model number, sir, of the new one that you purchased? Mm-hmm. Um, where did you buy it? Do you have the proof of purchase, sir?
07:00
Speaker 1
it's a it's an R74. I.Yes, I bought it from Walmart. Yes, it does. yes, it is.
08:00
Speaker 2
did you purchase this router sir or 74 is this a linksys router or not or 74 okay uh this serial number you provided me sir this is not the new one right because based on what i have here sir this was purchased around uh september of 2022 okay sir how about this since you just purchased
08:00
Speaker 1
I ordered it online, so I don't have a receipt. [silence] I got the Walmart order. You want the order number? I don't know how to do that. I'm sorry. [silence] I see. Well, I'll have to wait until [silence] I talk to my granddaughter. This morning, she said, [silence]
09:00
Speaker 2
This router, sir, and I believe you have the receipt, right? Yes. How about the online receipt, sir? Can you do a screenshot on that, sir? And can you send it to us, please? Yes, because what I have here, sir, as I've mentioned, this is out of warranty. And we actually do need a proof of purchase for us to provide you with the the free service.
09:00
Speaker 1
If she gets a chance, she was going to stop by here later. I'm sure she can figure it out. If not, well have to call you. We'll have to call you back. Okay. Whatever. All right. But if she gets it all figured out, that won't be necessary. She's she's 18 years old. I'm sure she could she can go through it. I just I I tried and tried and they they send me codes and I put the code in and they say it's the wrong code and I write the code down and they I I send it and you know I I put the code in and it would say wrong code. I mean, I was
10:00
Speaker 2
okay. yes, yes, sir. Okay, how about I sent you the an email to sir for you to send us a copy of the receipt once your granddaughter is already there, so that they can just take a picture of the receipt and then send it to us. and then call us, Baxter. Oh, yes. I see. okay. anyways, so just call us back.
10:00
Speaker 1
Okay. tentu. You have a good day. Goodbye. Yep. that's
11:00