V2 Rubric Detail — f6437f46-6381-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:35
Duration
30m 59s
Contact
Mike Mora
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132692
Support Country
United States
Product Family
OTHERS
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall54.4% (-1.6)

V2 Grader Summary

The agent correctly assessed warranty status and offered valid support options, demonstrating appropriate path selection (R3 Met). Some troubleshooting was attempted by asking the customer to test the modem directly, warranting Partially Met for R2 and T1. However, the agent failed to follow through on promised web interface guidance and did not fully resolve the issue. The interaction lacked strong empathy and clear next steps, but did not abandon the customer. A Partial Resolution outcome is justified due to meaningful but incomplete progress.

V1 Case Analysis

Customer unable to get MR7320 router to detect internet; router out of warranty; offered self‑help via KB and paid support; advised to contact ISP.

Troubleshooting Steps
  • Collected name, model (MR7320) and attempted to get serial number.
  • Checked warranty status (out of warranty).
Key Observations
  • Agent did not perform basic troubleshooting steps such as power‑cycling the modem/router, checking WAN port LED, or confirming cable integrity.
  • The call quickly shifted to warranty/paid‑support discussion without exhausting free troubleshooting options.
  • Agent correctly identified the device as out of warranty and gave accurate URLs.
Positive Highlights
  • Collected customer name and attempted to capture serial number.
  • Performed a warranty lookup and communicated the result clearly.
  • Provided the correct support website URL and explained the paid‑support option.
Agent Errors / Gaps
  • Failed to verify the router's WAN connection status (LED, cable, power cycle).
  • Did not guide the customer through a systematic troubleshooting flow (modem test, router reboot, LED checks).
  • Moved to paid‑support offering before confirming a free‑service fix was impossible.
  • Mis‑named the second model as "MAX 4200 C" instead of the correct MX4200 designation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity; offered only website or paid service and ended the call without resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent asked customer to verify modem connection by plugging computer directly into modem — a relevant diagnostic step — but skipped essential steps like power cycling or checking cables, and did not use web interface as promised.
R3 Met Correct resolution path conf 97%
Agent correctly identified device as out-of-warranty and offered two valid paths: self-service KB or paid Connect support, per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (router not detecting internet) and asked one targeted question (direct modem test), but failed to build a logical diagnostic sequence or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent mentioned using web interface but never guided customer to access http://192.168.1.1 or http://myrouter.local; no actual tool use occurred despite opportunity.
T3 Met No misinformation conf 98%
Information about warranty status, support.linksys.com, and $15 paid service was accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent opened call professionally and attempted to redirect to web interface, but lost control during long silences and failed to manage transition to resolution.
C2 Partially Met Confirmed understanding conf 91%
Agent used basic, non-technical language but did not confirm understanding or adapt to customer’s fragmented communication style.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent took initial ownership by gathering info and checking warranty, but ultimately handed off to ISP without completing troubleshooting loop.
O2 Partially Met Proactive follow-through conf 92%
Agent set expectation of options (KB or paid support), but final next step ('call ISP') was vague and lacked timeline or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly decided not to escalate; out-of-warranty issue with no confirmed hardware fault — self-service or paid support is appropriate path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; customer issue was likely ISP-related, not requiring internal escalation.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but offered no empathy statement or acknowledgment of frustration; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 90%
Agent continued at a steady pace despite customer’s hesitation, but did not slow down or rephrase to match customer’s disjointed input.
X3 Partially Met Overall experience conf 91%
Customer repeated model/serial info, but agent did collect both devices’ details; agent reduced some effort by checking warranty, though final advice added friction.
Call Transcript32 turns · 37 lines
Speaker 1
I can't just say
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's serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's 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.
00:00
Speaker 1
I feel like famously we're unnumbered. [silence] Is Palcho in here, Devan? Palcho. Is it worth a Parson? [silence] What? Is it really late? You think so? I don't know. [silence] I'm not fricking up anything. No, I'm kidding. It's ok. [silence] Please wait. Dude, get it? seems like to it's doing well or might be working. I was just having a problem with my router. Well, during the day, it went out and it could not find the internet, and then I power cycled it and then it found it. And then it did it again the other day, and then it just like went out completely. Um, but yeah, right right now. Um, well, the internet's fine, um, yeah, but the router the router went out and so it's not producing a signal.
03:00
Speaker 2
Thank you for calling L. S. this is how can I help you? Yes, Sir. okay, so your internet went out. It's not working.
16:00
Speaker 1
But, like, every time I get on the app and I try to connect to it, like, it finds it, and then it says checking checking the internet, and then it pops up saying that the Ethernet cord's not plugged in or something, but it's plugged in.
17:00
Speaker 2
Okay, so that's on the Linksys app. Okay. All right. So, actually, there is another way for us to check on the router settings. We're just going to use the web interface to verify if the settings are correct, if your Linksys router is really communicating with your modem. So, we will actually do that, sir. So, before.
17:00
Speaker 1
Okay. Hold on, one second. I think it's working. Um... But I do have a question about another, like I have two, I have two wireless routers. One of them, um, like I, um, like when I hooked it up, um, it found it and everything like that and it said the exact same thing, could not find the internet.
18:00
Speaker 2
Yes. Yes. Ma'am? Mm-hmm. Mm-hmm. [silence] Mm-hmm.
18:00
Speaker 1
Um, it, it can no longer find this, uh, router anymore. Um, no, well, I, I, uh, well, when my first one wasn't working, I went to go find another router, so I got another router and then I hooked it up and then it was just saying the exact same thing. All right, I can give you the model and serial of this first one here. Okay. Um, the model, you said the model? Yeah. Okay. Model
19:00
Speaker 2
Okay, so you've connected two routers with the same account? [silence] Yes.
19:00
Speaker 1
It's mr732037T10m28A02460. Yes. yes. I've had this one for probably over a year and a half. I'm not sure, but I've been using it for a while.
20:00
Speaker 2
Okay, and the serial number. Okay, that's the serial number of this router MR 73 20. Okay. And how long have you been using this device? Okay.
20:00
Speaker 1
Mike Mora MORA Mike b Mora 3 email mm-hmm mm-hmm mm-hmm fibercom mm-hmm F-I-B-E-R.
21:00
Speaker 2
and let me just create a record I wasn't able to get your name search may have your name, please. Mike last name? What about your email? Okay, so that's your first name Mike, M-I-K-E. Last name B in boy Mora M-O-R-A, the number three at gmail.com. And who is your internet provider? cyber com, okay. Is it fibercom or cybercom? Okay, fiber. All right. Okay, so [silence] so
21:00
Speaker 1
it's detecting it and then it kind of goes through this uh, yeah, it it it'll go through the process like it'll it'll like first off, it tries to find it and then it finds it and then it says okay, checking for the internet, checking internet. And then once, uh the little, uh thing is done, it'll say uh, plug in it says, I don't know it says your ethernet or your uh make sure you using the internet uh port.
22:00
Speaker 2
Right now the MR7320 is not working. Um, is it not detecting on your Linksys app? That is the error message. But right now your internet is working or it's not
22:00
Speaker 1
No, it's not working. Yes. Yes. Okay. Uh, I do. Yes. Searching.
23:00
Speaker 2
it's not working, it's not working MR7320, okay. Yeah, probably the router is not communicating with your modem, Sir Mike. That's the reason why the router is not detecting the modem. Do you have any computer available? A laptop or maybe a desktop? Okay. So, so, so here's the thing, Mike. I just actually checked the serial number of your device, okay? I just checked the warranty status and it seems that your device MR7320 is already out of warranty. Okay. For sure,
23:00
Speaker 1
ène. Can you check another model and serial number for me? Okay, it's MAX 4200 C.
24:00
Speaker 2
Out of warranty devices, sir, you're no longer covered for free technical support, okay? However, I can give you two options for that. It's either you go for our website. That would be Support.LinkSYS.com (극).com. You can find the articles on how to set up your router, MR7320, and you can also take advantage of the AI tool at the bottom right. Okay. Second option is our paid connect service, which will cost you $15, lasting for 60 minutes of troubleshooting. And the this service is actually non-refundable. So, I would be able to walk you through the process to set up the LinkSYS router, but there's a fee for the service. And that would be $15. Yes. Go ahead, please. And the serial number?
24:00
Speaker 1
[KEEP_UNCERTAIN] Three, eight, U, one, zero, M, three, nine, A, two, seven, eight, two, seven. [silence] Yes, yes. [silence] Um, I am not sure. I just barely got it. [silence] um, I got it from [silence] uh, well, uh, I got it from a friend, so, um, it [silence] So, yeah, I, this is the one that I hooked up and, um, it found it at first.
25:00
Speaker 2
Okay, so that's triple eight, you for umbrella, one zero, M for Mary 39, a for apple, two seven, eight, 27. Correct? And how long have you been using this device? Mm-hmm. Like, just an estimate. Mm-hmm. [silence]
25:00
Speaker 1
but it said the same error message, um, could not find the internet or something like that. Um, so then we pushed the reset button to reset it to do like a factory reset. And then now it can no longer find it. Have a check if I have, um, I don't think so. Where, where would I plug it into?
26:00
Speaker 2
Okay. All right. Did you verify if you have active internet connection with your modem? Have you checked that? Like, have you tried, yeah, like have you tried connecting your computer straight to the modem, sir? Verify if you have active internet connection. I don't know. Have you checked any device? Like, I mean in your phone, like phone and in your phone, like your computer and your phone, can you connect to the modem? Okay. Okay. Okay. Just just remove the ethernet from my computer and connect it to my phone and that did not work. Okay. Okay, well we can just proceed and just go with the steps, the steps is gonna walk us through. Yeah, yeah, yeah. Okay, so basically, it's gonna ask you for the code number, but the code number is formed off of your IDs. from PO number, firm number, the machine serial number, and your account ID. Do you happen to have your BO number with you? Do you have your BO number with you?
26:00
Speaker 1
would I go from the, oh, from the, from the actual modem yeah, I think I did. Um, actually I did and, what's that? Just one. Um, uh, Yes, I did. You are on.
27:00
Speaker 2
Yeah. How many MX 4200s you have? Just one. How many MX 4200 device you have? Just one. Okay. Okay. Yeah, so sir Mike, have you checked your modem connection? Like did you verify, um what I'm trying to say is did you connect a computer straight to the modem and check if you can go online that way? Because you've already tried both routers and uh, so you you are online using just the
27:00
Speaker 1
No. No. No. Well, yeah, I hooked up my internet to the modem and it, it, it didn't work. There was no, um, internet. Um, let me, uh, hold on one second here. Um, okay, here we go. Um, see, I'm getting my laptop. And let me check the brand of, of one would. Uh, I, I can't see it. It's kinda hidden behind a something.
28:00
Speaker 2
modem. Right. There's still no internet, even though you've disconnected the Linksys. Connect the computer straight to your modem. What's the brand of your modem, by the way. The the one from Fibertel. Mm-hmm.. [silence]
28:00
Speaker 1
Yeah, right now It says no no ethernet, or I have it hooked up and it still says no internet. Yes.
29:00
Speaker 2
Okay, so you've tried connecting the computer straight to your modem and there's still no internet?
29:00
Speaker 1
Um, I, I have. Does that mean does that mean there's no internet coming from the modem? Yes, um, the right color, the, the, the, the, the cable is connected to the modem. Okay. Okay. Okay. Okay. Let me call them and see what they say. Thank you. All right. Thank you. Yes, tube by.
30:00
Speaker 2
Sure, thanks, for your time, sir Mike. This is Epi from Linksys. You do have a great night. Thank you for calling. Bye-bye.
30:00