V2 Rubric Detail — fd679624-6b63-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:21
Duration
16m 43s
Contact
Matthew Cobb
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133985
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing any troubleshooting, failed to provide best-effort support for an out-of-warranty device, and prematurely pushed a paid service without attempting resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly framed OOW status as a barrier to assistance, and defaulted to a paid service without attempting free diagnostic steps. No resolution, escalation, or clear next steps were provided, resulting in an unresolved case with significant avoidance and poor customer experience.

V1 Case Analysis

Customer reports no internet access despite Wi-Fi connected and solid LED. Agent offered $15 paid support, stated device out of warranty, but performed no troubleshooting. Advised customer to contact ISP.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any basic troubleshooting steps (power cycle modem/router, direct modem test, WAN status check) despite clear Internet/WAN issue.
  • Paid support was offered immediately without diagnosis or attempt at free troubleshooting, violating standard protocol.
  • Agent falsely claimed to have model number (EA72100) and warranty status not provided by the customer, creating a false audit trail and violating protocol.
  • No self-help resources (KB articles, setup guides) were offered after customer declined paid support, leaving customer without actionable next steps.
  • Agent correctly explained LED status meanings (solid = internet connected, blinking = not connected) as per KB.
Positive Highlights
  • Correctly explained the meaning of solid vs. blinking LED status (solid = internet connected, blinking = not connected) as per KB.
Agent Errors / Gaps
  • Failed to perform basic diagnostics (power cycle modem/router, direct modem test, WAN status check via http://192.168.1.1) despite clear Internet/WAN issue, violating KB protocol.
  • Prematurely offered paid support without any troubleshooting or diagnosis, contrary to standard support process.
  • Falsely claimed to have model number (EA72100) and warranty status not provided by the customer, violating protocol and creating a false audit trail.
  • Did not offer any self-help resources (KB articles, setup guides) after customer declined paid support, leaving customer without actionable next steps.
  • Incorrectly stated that Linksys cannot see or access the router, implying no support is possible for out-of-warranty devices, rather than offering self-help paths.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; customer disconnected without internet restored, no escalation, RMA, or confirmed troubleshooting path.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all basic troubleshooting (reboot, cable check, speed test) and did not verify modem status or LED meaning until late, after pushing paid service.
R3 Not Met Correct resolution path conf 96%
Agent failed to provide best-effort OOW troubleshooting (e.g., reboot, firmware, factory reset) and immediately defaulted to $15 charge instead.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process; agent speculated 'could be modem' without verifying WAN connection, ISP type, or physical layer.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., no guidance to access http://192.168.1.1, no speed test, no LED status verification) despite clear need.
T3 Partially Met No misinformation conf 92%
Agent correctly stated blinking light indicates no internet, but inaccurately claimed router is 'private' and implied no support possible due to OOW status.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set agenda, lost control of call, and allowed conversation to drift; no clear transitions or call framing.
C2 Not Met Confirmed understanding conf 95%
Used confusing terms like 'private router' and 'out of quarantine' without clarification; did not confirm customer understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by shifting responsibility to paid service and ISP without attempting resolution steps.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given; only suggestions were to call ISP or call back later with no follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation was warranted due to unresolved issue and agent's inability to assist, but no escalation was offered or initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy shown; agent did not acknowledge customer frustration or repeated effort, remained transactional.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s confusion; continued with scripted responses despite clear signs of disengagement.
X3 Not Met Overall experience conf 96%
Customer repeated information (serial/model) multiple times; agent created unnecessary effort by not using available data efficiently.
Call Transcript21 turns · 25 lines
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 serial number ready. For assistance, press one, one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press zero. press 8. 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. [silence] Thank you very much. operator [silence]
00:00
Speaker 1
Hi, Gerald. I am I'm not able to connect to the internet. Uh, my modem is um, it's it's online. It's powered. It's connected. Um, the router looks like. there's a solid light on. It's not blinking. All the cords are plugged in. But last night, it I noticed that it was blinking.
04:00
Speaker 2
then you can call an assistant name is Gerald
04:00
Speaker 1
So I want to make sure, I want to check on your end if everything's connected and working with the router because I can't get on the internet on my phone, I can't get on it on my laptop, it's not connecting, for some reason the Apple TV is still connected even though it's Wi-Fi operated so I don't know why some things are working and some things aren't but all I know is that last night it was blinking, I unplugged it, put it back in and it was solid but it's still not connecting even though it shows that I am connected to the Wi-Fi. Yeah, um, let's see. The serial number is, [silence]
05:00
Speaker 2
Can you give me the serial number and model number of that? the model number? What is your first name and last name? How do you spell that? and what was your email address? And what was your internet provider? Got it All right, so now Go into the internet provider
05:00
Speaker 1
Does everything show up there? what do you mean? [silence] what do you mean it's a private router? yeah, but then how does that so who has access to it then? like how do I know what's connected or not?
08:00
Speaker 2
I we cannot see your router right here. So we don't have access to your router here. It's a private router. So what I mean is that we cannot see your router here. If that's what you're asking. We don't have access to that. You have the access to it. We don't have access to that. Now, regarding with the internet, we will figure out why it's not working. It could be the internet source is the issue or maybe
08:00
Speaker 1
[KEEP_UNCERTAIN] you said, you said how much is it? To do, to work with what, because, I don't understand. Um, cuz you're saying that you can't access it, so I'm I'm not, I'm not clear on what that means and how we can see that works or not. Okay. Okay.
09:00
Speaker 2
It is off then update or something else we'll figure out but let me see this real number here show that you're EA 72 100 is out of quarantine for going to assist with this will be charged $15. non repoundable this device is out of quarantine 15 15 non repoundable. So so what No. So we do the troubleshooting, we will assist you over the phone, but that is walking you through how to do the troubleshooting. Like, you do the troubleshooting there, we'll help you. I mean, we'll walk you through on how to do it. That's what we do here.
09:00
Speaker 1
the modem shows that it's online and that it's um powered on and it's connected it has a strong connection and then also for on my end i see that it says the Wi-Fi is connected like there's the bars like on my laptop, but it is not connected, because I can't go on any websites, it says it's not connected to the internet. So, So, when you say continue, you mean like you're not able to walk um walk me through the steps to see what's wrong unless I unless I agree to a charge? [silence]
10:00
Speaker 2
Although since I'm not exactly sure what is the problem right now, there's no guarantee I can fix the problem or we can fix the problem. It could be the internet source is not working, which is your spectrum of modem. If. Well, your link is rather, it's reliant to the modem. I'm not going to argue with that, so what's your plan with this? Do you want to continue or not? Now.
10:00
Speaker 1
Am I understanding correctly? But you're also saying that a lot of the issues could be because of it's related to the modem? Okay. So, there's really no way of knowing. Um, but yeah, but I don't, I just don't know why it would have to be charged for for. Yeah, no, I, know it's not you. Um and and to be clear, you're, you said it doesn't, you're not able to see it in the system? Like the, the, the specific uh device? Or like when you said it was private, is that what you meant? [silence]
11:00
Speaker 2
That is correct. That is correct. That is also correct. There is if we do the troubleshooting. Unfortunately, I'm just following our process right here. That is correct, yeah.
11:00
Speaker 1
But shouldn't, so so shouldn't that be something that is able to be seen though? Generally speaking, since it is a Linksys um um device? Like what makes it
12:00
Speaker 2
Yes, we don't see it here. We don't have access to that. Oh, I'm sorry. We are not the internet provider. Your internet provider might see that your modem is offline or not because they have access to that. Your router is connected to the modem, which is the internet source and that's private device. It's yours. Yes, we don't see it here. We cannot see anything from your router.
12:00
Speaker 1
Uh.In this in the system.What is it?Does it show that it's.You said.it's out of warranty.So like what does that mean.is it?Past a certain age?So when when little is it then?2019.So two but routers they they generally they generally keep their function well right?[silence]
13:00
Speaker 2
Now, auto for it. This router have one year warranty and it's past one year. That's why it's out of warranty. But if you're asking how old is the router when it let's see the official release date of this. Based on the serial number, yes, I have the the date. Official release, it's mid-2019. So that's yeah, 2019 up to the day.
13:00
Speaker 1
I see. Um, um, generally speaking, do you know what it means if the, if the light on the links, is it solid versus blinking? Because how it's shared like, yeah. Okay. When it blinked. Oh yeah, cuz last night it started blinking, but then right now it's solid. It's been solid all day, but it's not connected to – it's not – nothing's connected. So, um, based on the solid light, that should mean, technically it should mean that it's connected, though. if I'm understanding correctly, right? Okay. Um, all right. Well, um, well, thank you. I – I'm going to, um, I do have the – the internet provider coming, so I'll just have them see if there's anything wrong on that end, because I'd rather not pay $15, um, if they're able to just – if it's something on that side.
14:00
Speaker 2
...last internet connection. No, when it's solid, but when it's blinking, it's not connected to internet. Or it could be the cable is not detected, plug into different cable. [silence] ...connected. Yes, should be correct.
15:00
Speaker 1
And if it's not then, you know, I'll have to like call you again. But, um, you know, it is what it is. Okay. Okay. Thank you. I don't, um, not right now. Hopefully it'll just work soon. But thank you. Okay. Bye.
16:00
Speaker 2
Okay, understood. Well, if you, give us a call back, you can use your phone number as your reference number so you don't need to repeat yourself on what's going on. Okay? Thank you so much for understanding. You have other questions? Okay. Hope you have a good one. Hopefully. You're very much welcome.
16:00