V2 Rubric Detail — fb9f0bb2-6e8b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:44
Duration
6m 56s
Contact
Sy Diaz
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134367
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6100_No internet wired and wireless.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.8% (-35.2)

V2 Grader Summary

The agent failed to troubleshoot a basic connectivity issue, offered only paid support without attempting resolution, and demonstrated no empathy or ownership. Despite accurate technical facts (warranty, pricing), no meaningful progress was made, resulting in an unresolved outcome with high customer effort and poor experience.

V1 Case Analysis

Customer reported no internet access after installing a new Spectrum modem. Serial number provided. Warranty expired April 2017; agent offered $15 paid support. No troubleshooting performed. Customer declined and ended call.

Troubleshooting Steps
  • Advised that the router is plug-and-play and should be connected to the modem’s yellow (WAN) port.
Key Observations
  • Agent did not collect the router model number despite asking for it.
  • No basic troubleshooting (power cycle, LED check, direct-modem test) was performed.
  • Agent’s technical advice about plug-and-play setup was accurate per KB but insufficient for resolving the issue.
  • Agent correctly identified warranty status and quoted paid-support terms accurately.
  • Call ended abruptly without confirming resolution or offering alternative self-help paths.
Positive Highlights
  • Correctly identified the device’s warranty status and cited the exact expiration date (April 22, 2017).
  • Accurately quoted the paid-support fee ($15/hour, non-refundable) and duration.
  • Technical advice about plug-and-play setup and WAN port connection was correct per the KB.
Agent Errors / Gaps
  • Missing collection of product model number, which is critical for device-specific support.
  • Failure to perform standard diagnostic steps (power cycle, LED status check, direct-modem test) as outlined in the KB.
  • Did not offer self-help resources (e.g., KB articles, firmware update guidance) before offering paid support.
  • Poor communication structure: excessive filler words, unclear phrasing, and no validation of customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a concrete solution; call ended with customer still experiencing connectivity problems and no troubleshooting completed.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — agent did not guide customer through reboot, port check, local access, or firmware verification; relied solely on warranty status and offered paid support.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified device was out of warranty and offered paid support option, but failed to attempt best-effort troubleshooting (e.g., factory reset, reconfiguration) expected for OOW devices before closing.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask diagnostic questions about LED status or connection method, or determine root cause; skipped logical diagnostic process.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt to verify router status via local access (192.168.1.1), check WAN connection, or guide customer through basic diagnostics that would be necessary for connectivity issue.
T3 Met No misinformation conf 97%
Agent accurately stated the router is plug-and-play, correctly reported warranty expiration date (April 22, 2017), and gave correct paid support fee of $15.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced herself, collected basic info, and set limited expectations about warranty status, but failed to guide interaction toward resolution or maintain control of troubleshooting flow.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and avoided technical jargon, but did not confirm understanding, adapt to customer’s confused tone, or use comprehension checks during key moments.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — shifted to paid support without attempting resolution, and ended call without follow-up or commitment to assist further.
O2 Not Met Proactive follow-through conf 95%
No next steps provided — agent did not outline what troubleshooting would entail, set timeline, or commit to callback; left customer without direction.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was basic connectivity, resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy — did not acknowledge customer’s frustration, repeated attempts, or difficulty; remained transactional throughout.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s disoriented tone or fragmented speech; communication remained rigid and failed to re-engage or clarify effectively.
X3 Not Met Overall experience conf 95%
Customer had to repeat phone number multiple times; agent did not streamline data collection or reduce repetition, increasing customer effort unnecessarily.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] I my my name is Eric. I'm having some problem with uh,
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.luh dot 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. Hi, thank you for calling Linksys. My name is Raquel, and how may I assist you today? [silence]
00:00
Speaker 1
Dear Brother, can you help me a little over here? And tell me whether the browser is working. Or. Well, I got the serial number 1420630B 502053 35478256 for están here. Dia's. D-I-A's
01:00
Speaker 2
Yes. Uh-huh. Okay. Just... Uh-huh. Yes. Uh... Serial. Number. Uh-huh. All right, thank you. And the model number showing at the bottom, may I have it as well? All right. Thank you. And is this your first time calling Linksys? Right, let me create your record here. Uh, so I may have your last name.
01:00
Speaker 1
I got another phone number I don't know this one 679 301 596 6 Natalie Natalie no no no is 679 342 152 152
02:00
Speaker 2
Funds right thank you and Aha okay okay Oh I think
02:00
Speaker 1
uh huh i k d i a Z at Outlook.com that's right i got a new modem uh because of that i thought that would solve the problem
03:00
Speaker 2
Yes I'll confirm your email is ikpdiaz vero which is India, kilo for K, Delta for D, India for I, Apple, for A and zebra for Z, is that correct? And I'll say, yes that's correct. uh huh.
03:00
Speaker 1
This Spectrum is connected to this modem.
04:00
Speaker 2
I see got it and me know who's your internet service provider it spectrum I thank you so much because as per double checking it here this router is actually a plug in play meaning once it's connected directly to the modem it should be able to get internet right away it's dependent from the modem's internet let me make sure at the back of the links this router where it says internet or the yellow port is that where new modem is connected to
04:00
Speaker 1
Work without the browser. That's what I don't understand. Right, right. [silence]
05:00
Speaker 2
[DOWNWEIGHT] just a very fine when you'll your mode when you're even you connect a computer directly to the new modern it works it has internet right okay got it thank you and though going back to the hardware warranty of the old links is router um side as per double checking it here um its it already ended its hardware warranty and support last April 22nd 2017 and just to set your expectation we might need to like reset and reconfigure your router check if the port is detected and in the event it's already like um not fix it might be something to do with the router itself it could be the firm where and for out for our auto warranty devices if you wish us to assist you walk you through troubleshoot your links is router we do have this
05:00
Speaker 1
Yeah, I could I could buy a router for about price. Yeah. I could buy a router for about price. Okay. All right. Thank you very much. But I guess you goodbye. Thank you very much. Thank you. Bye. [silence]
06:00
Speaker 2
paid support amounting to fifteen 15 that's one five it's uh non refundable technical support lasting for one hour if we're unable to picture issue or determine um Okay, I'm sorry, unfortunately, we're not selling anymore Linksys router. But for our out for our out of warranty devices, if he wishes again to help you troubleshoot over the phone. I see under Sam. Uh huh. Okay, you're, welcome and have a wonderful day side, thank you for calling sis. Welcome. Bye bye.
06:00