V2 Rubric Detail — 0063b74c-607c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 01:15
Duration
8m 44s
Contact
832-544-7076
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall58.2% (+2.2)

V2 Grader Summary

The agent accurately conveyed that remote access via the Linksys app has been discontinued and suggested local access via myrouter.local, which is technically correct. However, no troubleshooting was performed to confirm router functionality or app connectivity, and the customer was left without clear, actionable steps. While the agent maintained ownership and used appropriate language, the lack of resolution, empathy, and detailed guidance resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to locate router in app; informed that remote Smart Wi‑Fi access is discontinued and advised to use local access (myrouter.local or 192.168.1.1).

Troubleshooting Steps
  • Clarified that the issue is with remote Smart Wi‑Fi access.
  • Informed the customer that remote access has been discontinued.
  • Provided local access URLs (myrouter.local, 192.168.1.1) and instructed to use the "Access Local" option in the app.
Key Observations
  • Agent did not verify that the customer could successfully access the router locally.
  • No product model, serial number, or warranty status was collected.
  • Long initial silence before the customer spoke.
Positive Highlights
  • Provided accurate information about the discontinuation of remote Smart Wi‑Fi access.
  • Gave correct local URLs (myrouter.local and router IP) for managing the device.
Agent Errors / Gaps
  • Failed to ask the customer to try the local access method and confirm success.
  • Did not collect basic device information (model/serial) even though it is standard protocol.
  • Minimal empathy shown despite the customer's frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer's core issue (app not locating router, 'motor mount' confusion) was not resolved; agent only explained remote access discontinuation without confirming if local access worked.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only one clarifying question about app access method and skipped basic troubleshooting like checking network connection, router power, or app permissions.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the discontinued remote access feature but failed to guide the customer through local access setup or verify device compatibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom of remote access failure but did not investigate whether the app could connect locally or if the router was online.
T2 Met Appropriate tools / resources used conf 95%
No additional tools were needed; agent used correct KB knowledge about remote access being discontinued.
T3 Met No misinformation conf 99%
Information provided (remote access discontinued, use myrouter.local for local access) is technically accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set an expectation about remote access but did not structure next steps or confirm understanding, leaving the call directionally incomplete.
C2 Met Confirmed understanding conf 94%
Agent used plain language and avoided technical jargon, matching the customer’s informal communication style.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, and attempted to provide a resolution path without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent mentioned using local access but did not confirm the customer knew how to do it, nor set a follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
No escalation was necessary as the issue was within L1 scope and resolvable with proper guidance on local access.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent did not explicitly acknowledge frustration, but maintained a calm tone despite customer confusion and non-technical descriptions like 'motor mount'.
X2 Partially Met Tone & rapport conf 89%
Agent adapted language to be simple and accessible, though missed opportunities to check comprehension after key instructions.
X3 Partially Met Overall experience conf 87%
Agent avoided asking for unnecessary details, but left the customer to self-navigate local access without step-by-step support.
Call Transcript7 turns · 9 lines
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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device 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.
00:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] Oh, oh. What is this? [silence] Hi. My name is Ja'Quan Harter. I'm calling because I, um, I can't, like, when I'm on the app, I cannot, my motor, motor mount, whatever the thing is, it don't connect to my car. It don't, it, it don't work. It don't do no, no, nothing. It's like, and I've, it don't work, so, I don't know, I don't know what it is, but, it just don't work, so I don't know what can I do for that.
03:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you?
06:00
Speaker 1
It doesn't appear there. It can't locate it. Yeah. And it allows us to change the password and stuff like that. But it's saying that there is like it can't locate it. It can't locate my username and password. [silence]
07:00
Speaker 2
Okay, um, so you're using the app to locate or to to access your router? Oh, okay. Can you access the the app? By the way, did you try to access the app locally? Access local only or you're using your username and password to access it? Okay. All right. So just to uh set your expectation here, um, the Linksys Smart Wi-Fi remote access has been discontinued. That's the reason why you're having issues right now.
07:00
Speaker 1
I'm hoping he's okay.
08:00
Speaker 2
Okay. However, your router and internet connection will still continue to work normally. You can still manage your router locally by accessing my router.local or the router IP address. Okay. You can still use the app, but um for you to be able to use it, you you need to access the router locally. There's an option there, access local, on the app. Okay. Um you don't need to use the email address or password, because if you use the email address or password, that's you're accessing it remotely and that has been discontinued.
08:00