V2 Rubric Detail — fa6b15c0-7484-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 13:09
Duration
6m 37s
Contact
479-659-4795
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall5.7% (-26.3)

V2 Grader Summary

The agent identified the router as an obsolete E1200 but provided no troubleshooting, gave inaccurate technical information, and transferred responsibility to the ISP without taking ownership or setting clear next steps. Consequently, the issue remained unresolved and the interaction failed on most quality metrics.

V1 Case Analysis

Customer with E1200 router reports no internet despite Wi-Fi connection. Agent incorrectly stated the device is obsolete and does not broadcast Wi-Fi, offered no troubleshooting, and failed to collect email for promised reset instructions. Issue unresolved.

Troubleshooting Steps
  • Confirmed router model (E1200) and serial number.
Key Observations
  • Agent made a materially false technical claim: the E1200 router does not broadcast Wi-Fi (transcript [05:00]). This contradicts Linksys KB and product specifications.
  • No basic troubleshooting steps were performed for a reported internet connectivity issue.
  • Failed to collect customer email after promising to send instructions, leaving the customer without follow-up.
  • No case number was created, and no warranty lookup was performed despite discussing support eligibility.
  • Call ended without confirming understanding or next steps, leaving the customer with unresolved confusion.
Positive Highlights
  • Correctly identified and recorded the router model and serial number (transcript [02:00]).
  • Attempted to set expectations about device support status, though inaccurately.
Agent Errors / Gaps
  • Provided factually incorrect information: claimed the E1200 router does not broadcast its own Wi-Fi network (transcript [05:00]), which is false per Linksys product specifications and KB.
  • Failed to perform standard troubleshooting for internet/WAN connectivity (e.g., power cycle, LED check, WAN status verification).
  • Did not collect customer email address after promising to send reset/reconfiguration instructions.
  • Did not create or cite a case number, violating case management protocol.
  • Misrepresented product support status without verifying warranty or consulting a lookup tool.
  • Allowed the call to end without confirming the customer understood the next steps or had a viable path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not restore internet connectivity, performed no troubleshooting, and deferred to ISP without resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted; agent jumped to 'obsolete device' and offered only email instructions.
R3 Not Met Correct resolution path conf 97%
Agent correctly identified device as legacy but violated OOW standard by offering no best-effort troubleshooting and deferring to ISP.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms, ask diagnostic questions (e.g., LED status, cables, power cycle), or determine root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (remote session, admin UI, logs); agent could have guided customer to http://192.168.1.1 to check WAN status or firmware.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the router does not broadcast its own Wi-Fi network, which is false for an E1200 per KB.
Communication
C1 Not Met Clear & professional language conf 94%
Long periods of silence, no clear agenda, and agent never guided conversation toward a solution.
C2 Not Met Confirmed understanding conf 93%
Agent used generic language ('ma'am') and never confirmed understanding or adapted explanations to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately shifted responsibility to ISP and did not take ownership of resolving the connectivity issue.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested customer call ISP and said they would email instructions, but set no concrete timeline or follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the legacy device context and lack of troubleshooting effort.
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 90%
Agent apologized for inconvenience at start but became dismissive and lacked continued empathy.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace to customer's confusion; many silences left customer without guidance.
X3 Not Met Overall experience conf 95%
Customer repeated serial/model numbers multiple times and endured long silences; agent did not streamline the process.
Call Transcript14 turns · 14 lines
Speaker 1
Good morning, Josh. I just got off the phone with Cox Cable and they suggested that I call you. I seem to have a problem with my internet staying on. So anyway,
00:00
Speaker 2
Welcome to Linsys support to ensure quality service. Your call may be monitored for in-waruity warranty: Our support team is available to help with performance and hardware issues. Register your product by visiting register.com. Please have your device serial number ready. For assistance press 1 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. Hi, thank you for calling Links. My name is Josh. My assistant, today.
00:00
Speaker 1
That's why I'm calling. And I've got my my Blinksys serial number here ready for you. What do you need to know from me? Uh, well the only one that I've, that I know about is this router I've got. Yes, of course. 108-22-C-673H-0-704. [silence]
01:00
Speaker 2
Yes, ma'am. Uh-huh. So yeah, uh, first of all, I would like to apologize for the inconvenience. And how many Linksys devices do you have in total? Uh-huh. All right, got that one, ma'am. So may I have the serial number of that router? Mhm. All right, thank you so much for that, man. So let me verify again the serial number. So it's 10822; C for Charlie, 67; 3; H for Hotel; 0704. So that.
01:00
Speaker 1
yes, on the front it said 1200. Is that the right I just said Cisco links CB 1200. Is that the model number? Oh okay. That's well I uh I don't know what you mean by that. I'm I'm paying for Wi-Fi uh but and on my phone uh the icon is on. This is the first time this has happened. The icon on my phone says I have Wi-Fi but but I don't. [silence]
02:00
Speaker 2
Crack. [silence] Thank you so much for confirming. [silence] And may I also have the model number. [silence] E1200, is that correct? [silence] I see. [silence] Yes, got that one, ma'am, so. [silence] That's correct, ma'am. [silence] So. [silence] Uhuh. [silence] Yes, thank you so much for those information again. [silence] However, uh, just to verify, currently, this router does not have an internet connection, correct? [silence] Uhuh. [silence] Mm hmm.
02:00
Speaker 1
I mean, it's not it's not coming to my phone. [silence] Well, I don't have email, so that's not going to work for me.
03:00
Speaker 2
I see. Uh, it could be possible, ma'am, that the router needs to be reset and reconfigured. However, uh, before we do that, or before we do the troubleshooting, I'm going to set your expectation that this router, ma'am, is already one of our end of support, or obsolete devices. Uh, that means, ma'am, that we can no longer provide assistance over the phone for chat for this router. However, what I can do here on my end, is to send you a step-by-step instructions via email on how to properly reset and reconfigure your router. Mm-hmm. I see. Uh, yes, ma'am, for this one, since this device again is already one of our end of support, and one of our end, sorry, obsolete devices, I would recommend
03:00
Speaker 1
Well, do I - does my uh, does my Wi-Fi that I pay Cox for, does that come with this router or they will replace that or what? [silence]
04:00
Speaker 2
[silence] upgrading the router instead, since again, this device is one of our legacy devices.
04:00
Speaker 1
So, let me ask you one more question, then I think. Uh, so, to get, to get the Wi-Fi that I'm paying for, I don't have to have a router? Is that what you're telling me? [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
05:00
Speaker 2
Yes ma'am, if, however, as I assume with your current setup, you only have a modem which that device does not broadcast its own network. So that's the reason why you have the LynX roads router. However, again, since this is latest router is already obsolete. So, I would recommend in order for you to not to purchase another router on your own. So that's the reason why I would recommend calling your internet service provider and Jus ask if they have a device or modem that also broadcast Wi-Fi.
05:00
Speaker 1
Okay, let me write that down just a minute.Okay, thank you, Josh, for your help. Okay. Thank you. Bye.
06:00
Speaker 2
No worries, ma'am. [silence] You're most welcome, ma'am, and thank you so much again for calling Nexis. You have a great day. Bye for now.
06:00