V2 Rubric Detail — 000eeaae-7bc1-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-09 18:07
Duration
5m 48s
Contact
Erin Rumore
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136544
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.2% (+5.2)

V2 Grader Summary

The agent successfully resolved the router connectivity issue, confirmed by the customer's report of two check marks and online status. However, troubleshooting lacked diagnostic rigor (no diagnostic questions or tool use beyond the router UI), and communication had minor flaws like misnaming the customer and providing an incorrect support URL. The interaction was effective overall but would benefit from improved diagnostic thoroughness and clarity.

V1 Case Analysis

Customer reported solid blue LED after ISP activation. Agent guided through router UI (CA option → Connectivity) and confirmed check-marks. Customer indicated internet access. Agent provided incorrect support URL (links.com/support). No model/serial/warranty collected. Issue appears resolved but with significant accuracy and protocol failures.

Troubleshooting Steps
  • Instructed customer to access router web UI.
  • Clicked the small CA option at the bottom of the page.
  • Refreshed the page and navigated to Connectivity.
  • Applied changes and verified network status showed two check-marks.
Key Observations
  • Agent provided an incorrect support URL (links.com/support) instead of support.linksys.com — a clear factual error per the KB (ACCURACY failure).
  • No collection of product model, serial number, or warranty status — critical protocol omission for a troubleshooting call (PROTOCOL failure).
  • Agent made a confusing and technically incorrect statement that the router was 'not found' after applying changes ([02:00]), which contradicts normal router behavior and could mislead the customer.
  • Agent did not verify actual internet connectivity (e.g., speed test or website load) after changes, relying solely on customer-reported check-marks.
  • Customer self-reported success, but agent did not confirm resolution through standard validation steps.
Positive Highlights
  • Polite and thanked the customer for patience.
  • Provided step-by-step guidance through the router UI.
  • Confirmed network status showed check-marks, indicating connection.
Agent Errors / Gaps
  • Provided incorrect support URL: links.com/support (should be support.linksys.com per universal_web_browser_setup.md).
  • Failed to collect basic device information (model/serial/warranty), violating standard protocol for troubleshooting calls.
  • Made a misleading statement that the router was 'not found' after configuration changes ([02:00]), which is not typical behavior and could confuse the customer.
  • Did not verify actual internet connectivity after changes — relied solely on customer report of check-marks without validation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms network status has two check marks and says 'connected', later affirms being online with a checkmark on iPad — issue resolved.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent guided customer through configuration steps (click CA option, go to connectivity) that led to resolution, but provided no diagnostic questions or logical sequence to isolate root cause.
R3 Met Correct resolution path conf 90%
Agent correctly directed customer to use the web interface to configure the router after activation — appropriate path for post-activation setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify symptoms or ask any diagnostic questions to determine the root cause; they jumped straight to configuration instructions without verifying the modem's status or the router's WAN state.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied on the customer navigating the router's local web interface (a valid tool), but failed to use other necessary diagnostics like a speed test or WAN status check to verify the connection quality.
T3 Partially Met No misinformation conf 100%
While the configuration path was functionally successful, the agent provided a materially incorrect support URL ('links.com/support') which contradicts the authoritative KB (support.linksys.com).
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained interaction flow and reached resolution, despite filler words and disfluency; call was not derailed, and transitions occurred, though framing was weak (e.g., misnaming 'Aaron' instead of 'Erin').
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms and repeated steps, adapting somewhat to customer’s pace; however, fragmented delivery ('tiny letters... CA option') and misnaming ('Aaron') indicate lapses in communication clarity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and saw resolution through confirmation of connectivity.
O2 Partially Met Proactive follow-through conf 80%
Agent gave actionable next steps (check connectivity, test internet), but no timeline or follow-up commitment was established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted — issue resolved at L2.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent did not explicitly acknowledge frustration, but remained courteous and solution-focused; customer expressed gratitude ('he was very patient and helpful'), suggesting acceptable tone despite lack of overt empathy.
X2 Partially Met Tone & rapport conf 70%
Agent responded to customer confirmations and adjusted pacing slightly, though misnaming and disfluency reduced engagement; customer remained cooperative and ultimately satisfied.
X3 Partially Met Overall experience conf 70%
Instructions were unclear at times ('tiny letters... CA option'), requiring customer effort, but agent guided to resolution without unnecessary repetition or holds.
Call Transcript10 turns · 11 lines
Speaker 1
This is Lynksis technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynksis specialist. Ah, hi Erin. This is Powell from Lynksis customer assurance team level two and this call is recorded for quality assurance purposes. Hello ma'am. Uh, how was it? Mhm. Oh. When they say, um, activated, um, was that they activated when the modem arrived in your home or, uh, Mhm. That is then now, okay. We're going to go back to your iPad and I hope the screen is still there.
00:00
Speaker 2
Um, good. So, I call them. They said they activated it and said it's activated and everything should work. Um, the router is just a solid blue. So, I don't know what to do now. Um, yeah. So, I was supposed to call them when I plugged it in and everything for them to activate it. So that is done now. [silence]
00:00
Speaker 1
Okay, and we I think we left uh under uh diagnostics. We uh that's the uh, last. There we go. That's the missing piece of the puzzle, Erin. Uh, we um it-it-it is now activated. So, we're gonna uh go ahead, configure your router. And if we uh go to- Oh, by the way, scroll down page uh-the page first at the bottom. And then there's uh tiny letters there, not letters, but uh a CA option. Click that one. The page refreshes, but it'll go back to the same screen. And then uh once it's back, go to connectivity.
01:00
Speaker 2
yeah. So now my network status has two check marks. It says connected. Okay. Yes. Yes. mm-hm. Yep. Okay. Okay. Yes. Yes. Yes. Your router is applying changes. Okay. No. It says router not found. You are not connected.
01:00
Speaker 1
it's going to do that because you changed the name. But if you look at. OK. Is it still blue? Now, I'd like you to go to this. All right. OK. Now, we're.
03:00
Speaker 2
all right and take your roller.
03:00
Speaker 1
Aaron, we're gonna go through the settings again and Erin and check and see if the name that you assigned earlier is already showing up. Are you connected to it does it have a checkmark, if no checkmark, all right. And you want to check the internet, like, um, Si YouTube or any websites that you like visiting, all right. Way is there uh anything else that I can help you with, ma'am, Mm hm.
04:00
Speaker 2
Okay. on the iPad yeah yeah it has a check mark yes yay I'm on oh no that was great and the gentleman who helped me earlier did a really great job too
04:00
Speaker 1
That's the missing piece of the puzzle. Oh, thank you. You're most welcome Aaron and to know more about the Linksys product, you can visit links.com forward slash support. You have a great day and enjoy your internet connection, okay? Take care now. Bye-bye.
05:00
Speaker 2
uh too um the key was i i should have read the directions and activated it uh first. Thu- he was very patient. Yeah, he was very patient and helpful. And you too, I just want to let you know. Um, thank you so much. Thank you. Bye bye.
05:00