V2 Rubric Detail — f62361da-74b0-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 18:24
Duration
8m 22s
Contact
Bertrand Angrignon
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#GI00135370
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall11.5% (-24.5)

V2 Grader Summary

The agent never performed any troubleshooting for the router's lack of internet connectivity and focused solely on obtaining a serial number, which the customer could not provide due to mobility constraints. No resolution, ownership, or clear next steps were established, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports router shows 'Internet might not be available' but cannot retrieve serial number due to mobility constraints. No troubleshooting performed; advised to call back with serial/model info.

Troubleshooting Steps
  • Requested router serial number and model information.
  • Advised customer to have someone retrieve the label information and call back.
Key Observations
  • Agent did not perform any basic connectivity troubleshooting (reboot, WAN status check, cable verification, or router access guidance).
  • Repeated requests for serial number despite customer's stated inability to access the device.
  • No self-help guidance or escalation path offered; call ended with a callback request only.
  • Technical advice given (serial number requirement) was correct per KB, but no actionable troubleshooting steps were provided.
Positive Highlights
  • Agent correctly identified that serial/model information is required before deeper troubleshooting.
  • Technical advice regarding serial number requirement was accurate per KB.
Agent Errors / Gaps
  • Failed to follow standard internet-connectivity troubleshooting flow despite clear symptom ('Internet might not be available').
  • Did not verify router access or provide basic steps (power cycle, check WAN LED, cable verification, or router UI access guidance).
  • Did not offer any self-help path (KB article, email instructions, or chatbot) for an out-of-warranty customer who could not proceed without serial number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the connectivity issue; the call ended with the customer being asked to obtain the serial number and call back.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed – no questions about LEDs, cables, modem, or router settings.
R3 Not Met Correct resolution path conf 90%
Agent insisted on the serial number before any diagnosis, rather than pursuing standard troubleshooting for a non‑working internet connection.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond the customer’s statement, nor ask relevant diagnostic questions (e.g., WAN status, LED colors).
T2 Not Met Appropriate tools / resources used conf 90%
No tools, logs, or remote session were used even though they would be appropriate for a connectivity issue.
T3 Not Met No misinformation conf 90%
Agent provided no technical guidance or recommendations; therefore no technically accurate information was delivered.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never set expectations, outline a plan, or manage the flow of the call; the interaction was a repeated request for a serial number.
C2 Partially Met Confirmed understanding conf 85%
Agent used generic language and did not adapt to the customer’s mobility limitation or clarify steps in an accessible way.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred the responsibility to the customer (or a family member) to retrieve the serial number instead of taking ownership of the case.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested the customer could call back after obtaining the serial number, but gave no timeline or concrete next‑step details.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was clearly required at this point.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said, 'I totally understand your concern,' showing some empathy, but the overall tone remained procedural and limited.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not adjust language or pace to the customer’s mobility issue or confusion.
X3 Not Met Overall experience conf 90%
Customer was required to arrange for another person to retrieve the serial number, adding unnecessary effort.
Call Transcript18 turns · 18 lines
Speaker 1
[ silence ] yes uh i have a lynx is a router and uh doesn't connect to uh internet today i've called my uh internet provider which is uh vd
00:00
Speaker 2
Welcome to Linksist 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-linksist.com. Please have your device serial number ready. For assistance, press one now. For out-of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksist. This is Regina going to help you today. [silence]
00:00
Speaker 1
it Crown that CCA. And she will hear since that a router is connected, but when I try to to connect to to internet, it says might not be available. It says internet might not be available, available. It says internet might not be available. They got French. Sorry. Oh, I think so. I'm not sure. I've been I I have this router since 2011.
01:00
Speaker 2
Okay. Mm-hmm, yeah, so I totally understand your concern all about sure, but by the way, is this your first time calling us for support? Is this your first time calling us for support. It's okay. And I see and are you calling from United States?
01:00
Speaker 1
I don't know. I don't remember. Uh, first name is Bertrand, B-E-R-T-R-A-N-D. and, uh, last name is, sorry. Bertrand, B-E-R-T-R-A-N-D. Bertrand. Grignon. A-N-G-R-I-G-N-O-N. Uh, that's about that. That's it. [silence]
02:00
Speaker 2
May I know your first name and last name, sir? Sorry, can you spell it for me slowly? Your first name, it's B. Okay, and your last name. Okay, so that's Angrigatnon. It's a-N-G-R-I-G-N-O-N. Okay, and your callback number?
02:00
Speaker 1
call back my phone number. Um, it's uh, uh, uh, 4-5-0. 4-5-0-8-1-2-8-5-9-3 It's my name in one word, no, no punctuation. Uh, it's Bertrand@Videotron.c.a. [silence] yeah, it's a, our cable company. [silence] Videotron. [silence] yes.
03:00
Speaker 2
the V-I-D-E-O-T-R-O-N the V-I-D-E-O-T-R-O-N
03:00
Speaker 1
I see it. let's see it. Sorry. Yes. One, one row there. Yes. Oh boy, no. The router is under the desk and uh I am uh I have a mobility problem. it's very difficult for me to go there and uh I don't have the serial number. I'm sorry.
04:00
Speaker 2
And . com.com.com.com. And how many Linksys routers do you have, sir? How many Linksys router? Do you have one? One Linksys router. Can you please provide the serial number? Can you please ask someone who can assist you to provide the serial number?
04:00
Speaker 1
I'm sure it's not under warranty. I just want to have help, technical help. I'm sorry, I can't tell you that. I can't go there, uh, I have to walk with a walker. I can't do, uh, I can't, there are a lot of things that I can't do anymore.
05:00
Speaker 2
okay or just be right up with you uh huh but I I need to know the device itself. [silence] Okay. So, I really apologize for the inconvenience here. But do you have someone who can assist you to gather the serial number of the router?
05:00
Speaker 1
uh no, no, no, my wife doesn't know how to uh to uh handle this, yes, but the router is unattainable for me. I I need to to walk with a walker and this is on the it's been installed before I uh was uh before uh I needed the the router, so now with the walker, I can't go out. It's under the the the desk in my office. And it's
06:00
Speaker 2
Maybe there's somebody in your end who can provide it. Yeah, the serial number is actually labeled on the sticker of the router itself.
06:00
Speaker 1
You screwed there. Sorry. [silence] Are you need the serial number? Do you need anything else? I have to call my brother to come here and [silence] Okay.
07:00
Speaker 2
Yeah, yeah, it's okay. I totally understand that one. But to assist you further, um, Bertrand, we need to know the router itself. So maybe you can call us back if you have someone who can assist you to provide the information of the router, right? [laughter] Yeah, uh, tell your brother to take photo of the information labeled at the back or on the bottom of their router. So make sure to gather or to take photo for the model number, serial number of the router including its Wi-Fi ap.
07:00
Speaker 1
Okay. I'll do that. Yep. Thank you. Bye.
08:00
Speaker 2
and wifi name and wifi password. And of course feel free to call if back for a try and okay. Okay. So you're welcome and have a great day. Take care. Bye for now.
08:00