V2 Rubric Detail — f37b3a60-6926-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 01:59
Duration
12m 33s
Contact
Ratnapal Kamble
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00133539
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall20.6% (-13.4)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly denied free support for an out-of-warranty device, and offered only a paid service or self-help article without resolving the issue. No troubleshooting was attempted, contradicting the required best-effort policy for OOW cases, resulting in an unresolved outcome with increased customer effort.

V1 Case Analysis

Customer reports no internet after Spectrum modem replacement; MR7350 shows solid blue/yellow LEDs. Agent misidentified model as E73, incorrectly stated warranty expired, and offered $15 paid support without diagnostics. No resolution; advised callback.

Troubleshooting Steps
  • Asked about LED status
  • Briefly mentioned router reset without instructions
  • Offered to send a troubleshooting article
Key Observations
  • Agent misidentified product model as 'E73' despite customer clearly stating 'MR7350' at [00:05].
  • Provided factually incorrect warranty information — MR7350 has a limited lifetime warranty, not a one-year warranty.
  • No standard WAN/ISP diagnostics performed (e.g., modem check, power cycle, WAN cable verification).
  • Failed to guide customer to access local web UI at http://192.168.1.1 or http://myrouter.local despite login issues.
  • Prematurely offered paid support before attempting free, standard diagnostics.
Positive Highlights
  • Collected customer contact information accurately.
  • Repeated the issue back to confirm understanding of LED status.
  • Offered a self-help article as an alternative to paid support.
Agent Errors / Gaps
  • Misidentified product model number — customer stated 'MR7350' at [00:05], agent referred to 'E73' at [00:07], which is not a valid Linksys model.
  • Provided factually incorrect warranty information — MR7350 has a limited lifetime warranty, not a one-year warranty as stated by the agent.
  • Did not perform basic WAN troubleshooting: failed to verify modem online status, check WAN cable connection, or guide power cycle of modem and router.
  • Prematurely offered paid support without attempting free, standard diagnostics.
  • Failed to guide customer to access http://192.168.1.1 or http://myrouter.local to verify connectivity or reset credentials.
  • Did not interpret LED status correctly — solid yellow on WAN port indicates no link, requiring physical layer diagnostics (cable/modem check), which was not addressed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent offered only a paid service or a self-help article without resolving the internet issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, WAN check, LED verification); agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated no free support is available for OOW devices, violating the OOW best-effort policy which requires genuine troubleshooting attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause or ask relevant diagnostic questions (e.g., modem status, cable connection, router login).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., speed test, admin UI, remote session); only mentioned sending a generic KB article.
T3 Not Met No misinformation conf 93%
Agent incorrectly claimed no technical support is available for OOW devices, contradicting documented policy requiring best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent gathered customer info but had awkward pauses, repeated requests, and failed to set clear expectations about next steps.
C2 Partially Met Confirmed understanding conf 87%
Language was understandable but agent did not adapt to customer’s frustration or confirm understanding of technical terms.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent owned the call without transfer but failed to provide any actual troubleshooting, only deferring to paid service.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned a callback option but gave no timeline, follow-up commitment, or actionable path beyond reading an article.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted since the case was closed without attempting resolution.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent offered brief apologies but did not acknowledge customer’s frustration about warranty expiration or lost expectations.
X2 Partially Met Tone & rapport conf 86%
Agent maintained neutral tone but did not adjust pace or style to customer’s emotional state or check comprehension.
X3 Not Met Overall experience conf 94%
Customer repeated name spelling; agent increased effort by requiring callback after self-help instead of resolving now.
Call Transcript18 turns · 21 lines
Speaker 1
Hi, my name is Ratnapal. I'm having an internet issue from last two days. I was wondering if you could help me. Uh, I see the blue light [silence]
01:00
Speaker 2
Thank you for calling, Linksys this is Ruby. How can I assist you? [silence] Oh, sorry to hear about it, sir. So you have internet connection issues and what issue is that, sir?
01:00
Speaker 1
on top and a yellow light below that so on the router um I'm not sure what's in what it indicates solid blue and solid yellow below that and just yeah I just want to give very quick information about it we call customer care of spectrum they came they changed their router and I'm sorry they changed the modem they also did some setting on the uh uh strict poll and uh they said after five minutes it will be fine internet will be working fine but yeah unfortunately we are not able to connect uh username and password which is given on the sticker [silence]
02:00
Speaker 2
There's a blue light. Like, the light indicator is solid blue. There's solid yellow.
02:00
Speaker 1
Am I activated yet? [silence] Yes. [silence] six six nine two two four five nine four six. My first name is Penn [silence] R as in robert, A as in alpha, T as in tango, N as in Nancy, A as in
03:00
Speaker 2
well, thank you for that information sir. So you have a new modem from Spectrum. Is the modem activated by Spectrum already? Okay. And before we proceed to check on the Spectrum router, may I ask if this is your first time calling Spectrum? Okay, sir, allow me first to gather some of your information to create your case on the system. Let's start right away with your phone number so, just in case we got cut off, then I can call you, I can call you back. 669-224-5946. How about the first name? Can you spell that, sir? Sorry, hold on, sir. Hold on, sir, because I really cannot hear you clearly. Just give me a minute. Okay, thank you, sir. So, start again. Okay, Ratanpal. How about the last name? Okay. And your email address? Okay, so it's ratnapal.campbell1891@gmail.com.
03:00
Speaker 1
Correct. Uh, we we bought it, but uh we bought it from Spectrum. Oh no no we bought it from Amazon. Okay we bought these uh links from Amazon. one so it's a 7 350. Yeah serial number is 37A10.
05:00
Speaker 2
you're welcome and your internet service provider is spectrum is the links this router provided by spectrum also okay and how many links this routers do you have one and what's the model number you can find it at the bottom of the routerand what's the serial number
05:00
Speaker 1
No.
06:00
Speaker 2
let me repeat, just correct me right way if I got it wrong. So, it's three, seven. Is it P for Papa? Uh-huh. Uh-huh. Uh-huh. Uh-huh. Thank you, sir, for very fine. Let me check the serial number. Stay on the line. And thank you for patiently waiting, sir. So upon checking it here, okay, this router has only a one-year warranty. And it's already expired, sir. And I am really sorry to inform you that for out-of-warranty device, there's no more technical support like a free technical support sir, since this is an out-of-warranty device. And, but we have an option for you. Of course, first option, I will be sending you article on how to do the troubleshooting for this E73 model. a new E 도입 device. Do you want to proceed with this paid service? Because you already also confirm that your modem is new, like newly provided by Spectrum and it's already activated. Well, that's already good.
06:00
Speaker 1
Okay, you said, uh, the router, uh, is, uh, expired. One year, so we do have a one year warranty. We do not have warranty at all. Is the warranty lost? Uh, how it can be expired. Uh, we bought it, uh, it's been? but they cannot help you. That's the point. they cannot help you without paying. Okay. So if we pay $15,
09:00
Speaker 2
Because if you avail for the paid service, okay, it will not be wasted since modem is online and we do our troubleshooting over the phone. Yes, sir. It only has a one year of warranty for this model. So, there's no more technical support. And yeah. Yes. But this router has a one year of warranty, okay? So, yes, sir. It's already expired. Okay?
09:00
Speaker 1
okay
10:00
Speaker 2
uh our troub shooting will be over the phone I will be giving you instructions okay and it will last for one hour okay uh but it's purely for trapping shooting no refund or replacement available since this is an out of warranty device and also though what we will be doing all the troubling shooting steps okay it's still not a guarantee that the device will will work it might work it might not work sir so do you want to proceed sir or I will be sending you a article for the troubling shooting guide you have option to follow the article first
10:00
Speaker 1
Okay, let me think about it and I see he wife password sitting history. Sorry, I did that. [silence]
11:00
Speaker 2
And then if you still need assistance, you can give us a callback and avail for the $15 paid service. Um hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. I'm sorry. Yes. For this once since it did uh did you reset the router. Press the reset button on the link-ss router. Did you press the reset button of the router like reset the router? Uh okay. So, let me just give you this um just uh advice. Okay, it's a guide. So, when you troubleshoot this router, okay, once I send you the article, of course you need to connect the
11:00
Speaker 1
Sure. Uh-huh. Yeah. Let me, let me, let me. Yeah, sure. Let me think about it and I call you back shortly. Okay? Sure. Sure. Thank you so much.
12:00
Speaker 2
sure, sure. Yes, sir. So, give us a call back and then just provide your phone number, okay? When you call us back, to pull up your record, okay?
12:00