V2 Rubric Detail — 08a040aa-7c98-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:46
Duration
42m 44s
Contact
Bradley Tvedt
Issue Type
Speed/Performance
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136755
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ 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

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical0.00/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp2.86/5
Overall36.4% (-19.6)

V2 Grader Summary

Customer's email download issue was resolved by disabling Safe Browsing, which the agent confirmed as acceptable. However, the agent performed no troubleshooting, used no tools, gave an incorrect support URL, failed to guide the call effectively, and did not address the customer's emotional distress or provide clear next steps.

V1 Case Analysis

Customer reported slow email download over Wi-Fi; disabling Safe Browsing in Linksys app improved performance. Agent confirmed workaround, warned of security implications, and suggested OpenDNS. Provided incorrect support URL and did not verify resolution or collect serial number.

Troubleshooting Steps
  • Verified product model and mesh topology
  • Confirmed firmware was up-to-date
  • Confirmed Safe Browsing was disabled and acknowledged performance improvement
  • Discussed security implications and suggested OpenDNS as alternative DNS
Key Observations
  • Agent provided an incorrect support URL (support.clinix.com) instead of support.linksys.com at [41:00], a serious accuracy error.
  • Agent did not obtain or confirm the serial number, a required protocol step for product-specific support.
  • Agent did not explicitly confirm that the issue was resolved after the workaround, reducing resolution confidence.
  • Agent gave partial DNS change instructions but did not complete them due to a language/technical confusion at [40:00].
  • Long silence and hold time at [40:00] reduced efficiency and communication clarity.
Positive Highlights
  • Identified and validated the correct workaround (disabling Safe Browsing) that resolved the performance issue.
  • Provided a clear security warning about the risks of disabling Safe Browsing.
  • Offered OpenDNS as a valid alternative solution to maintain security while improving performance.
  • Acknowledged customer frustration and apologized for the inconvenience.
Agent Errors / Gaps
  • Provided wrong support website URL (support.clinix.com) — a serious KB violation.
  • Did not obtain or confirm serial number, violating standard protocol for product support calls.
  • Failed to explicitly confirm that the issue was resolved after the workaround.
  • Gave incomplete DNS configuration instructions and appeared to lose focus during explanation at [40:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed email downloads quickly after disabling Safe Browsing; agent confirmed this resolved the issue.
R2 Not Met Diagnostic thoroughness conf 94%
Agent performed no systematic troubleshooting; accepted customer's self-diagnosis without validation or diagnostic steps.
R3 Met Correct resolution path conf 90%
Agent explained implications of disabling Safe Browsing and offered OpenDNS as alternative — appropriate path for software/config issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not ask diagnostic questions to isolate cause; accepted customer's observation without symptom identification or root cause analysis.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (router admin UI, logs, speed test) to verify problem or Safe Browsing impact; scenario required validation but none attempted.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect support URL (support.clinix.com) instead of authoritative support.linksys.com — clearly wrong and case-derailing.
Communication
C1 Not Met Clear & professional language conf 90%
Call contained long silences, unclear transitions, no clear agenda; agent failed to guide interaction or maintain control.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language and apologized but did not adapt to frustration or consistently confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Agent stayed on call and did not transfer but offered no follow-up or commitment to verify resolution or monitor outcome.
O2 Not Met Proactive follow-through conf 92%
No specific next steps or timeline given; only general advice to call back if needed.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved via customer self-fix and agent guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent repeatedly apologized and expressed sympathy for inconvenience — sincere acknowledgment of frustration.
X2 Not Met Tone & rapport conf 92%
Agent ignored customer's explicit distress ('harassment') and did not adjust tone, pace, or engagement despite clear emotional cues.
X3 Partially Met Overall experience conf 86%
Agent avoided repetition but introduced unnecessary complexity (OpenDNS) without confirming need or simplifying path forward.
Call Transcript21 turns · 26 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [music] [silence] [music] [silence]
00:00
Speaker 1
All right, all right. Okay. Don't lose that. Okay, I'll find out. [ silence] No, I'm beginning to feel like we should take a break. I'm not joking. This is becoming like harassment. Are you sure I don't have to go there? positive. okay. I'm going to call the County. [silence] Evening. [KEEP_UNCERTAIN] Uh, yes, I have a Linksys uh model LV, 1100. Um, I'm using mesh networks, so I have a parent node of the 1100. Then I have the child nodes. And I have been having difficulty uh when I go to open up and or when I house my phone in the morning, or my computer. Um, it takes a while to download email. And then from there, when I go to open an email, it just spins and spins and spins before it will load the content. And it may take
07:00
Speaker 2
Thank you for calling, Lindsay's. This is AIS. How can I help you?
27:00
Speaker 1
Five minutes, it may take one to two hours. Of it just spinning. So, I've done a complete reboot of the modem. I've done a complete reboot of the router, the parent router and all the child nodes. I have updated the firmware. And I don't know if this is the right or wrong thing to do, but while on hold, I was looking at chat GPT asking it what the issue may be. And it recommended that I turn off the is it Safe Browsing? Yeah, Safe Browsing. So I turned off the Safe Browsing feature and it definitely helped. But I want to make sure from Linksys' standpoint that the that
28:00
Speaker 2
I see. I'm sorry to hear about your internet connection connectivity issue. But before we proceed, sir, may I have the serial number of your linksys?
29:00
Speaker 1
[silence] Mhm. Okay. Yes, I, I will, I will. [silence]
30:00
Speaker 2
Hello, sir. Thank you so much for patiently waiting. I apolog for the inconvenience I had to [silence] Bye. All right, um, sir. May I just confirm if your name is Bradley Pivette? All right. So your Lynx system products are model L& 1100, which is the parent node and L& 1200, uh, there are two of them, the child nodes. And they are still connected and online. It's just that you're having connectivity [silence]
33:00
Speaker 1
So close. So when I go to open up email, it it will show on my phone or it will show on my computer uh downloading 32 messages and it just it takes a while. And then that will, you know, after a couple of minutes, it will download. And then if I click on an email, it again, will just sit there and spin before it will load, what I'll call the content of the email, whether it's text or images. If I disconnect my Wi-Fi from my phone, the emails load as they come in.
34:00
Speaker 2
"Mhm. Mhm. Uh-huh. Uh-huh.
34:00
Speaker 1
And the content is readily available, but I'm using my cellular service to do that. So, when I go to a browser on either my phone or on my computer, I can load browser content immediately. So, my upload and my download um is is fine. Um, it's it is when I am downloading, and it's not just me, it's my wife, it's anybody who connects to our Wi-Fi network when they go to download emails, it just takes forever. So, um, as I as I mentioned earlier, I did a complete reboot of the modem and the router, and I shut everything down for, like, 15 minutes. disconnected all cables, and then started the modem up first, waited about 10 minutes, then plugged everything into the router, and I had the router turned off, so plugged in power, plugged in ethernet cables, then switched on the router. I waited until I had a white light on the router, and then one by one, I plugged in the child nodes, but I didn't proceed to the second child node until I had the first one, you know, with a white light. I, and I've been through this process before with technical support. So, you know, I, I understand the pace at which you do a reboot. So, while I was on hold and I still was having the same issue after doing all of that, [silence] doing a firmware update through my phone. on the linksys app. Duh, while I so then I called linksys technical support and while I was waiting I got on with chat GPT. typed in all of the issues information model numbers, etc. And it suggested disabling safe browsing on you know, that from my linksys app. And when I, I'm sorry. Yes. So, I I disabled safe browsing from the app on my phone, from the linksys app on my phone. And my email is now downloading very quickly and the contents is filling in.
35:00
Speaker 2
Mm-hmm. and you disable. Correct, okay.
37:00
Speaker 1
Like real time. But I decided to stay on the. stay on the phone to speak with you, to ask the question. Is there something else I should be doing? and or am I making a mistake by disabling safe browsing. Okay. Okay.
38:00
Speaker 2
Well, to answer your question, Brad, disabling your safe browsing in your linksys app is generally safe and acceptable, especially if you want unrestricted internet access. But I have also to advise you that disabling the safe browsing features in your linksys app removes your network-wide protection against phishing, malware, or adult content. That is the cons if you disable your safe browsing feature.
38:00
Speaker 1
So, go ahead. Okay. So, I hang on.
39:00
Speaker 2
But, uh, yeah, but if you just want, uh, since you disable your safe browsing and you were able to access, uh, open your email and download the messages, uh, faster than it was before, then that's okay because it's actually safe. It's just that, uh, you will, uh, have also open your Wi-Fi connection to some phishing or malware or other content, some, uh, emails or sites that could, uh, enter on your Wi-Fi connection.
39:00
Speaker 1
Security software on our computers. Mm-hmm. But I, we don't, it's just my, my wife and I. Go ahead.
40:00
Speaker 2
So, if you disable the Safe Browsing on the Linksys app, you lose the router's defense mechanism that develops on it. The DNS defense that prevents your devices on your network from visiting known malicious or phishing sites. It's only prevent your devices to visit those malicious sites, and it also block your devices from accessing some adult or inappropriate content. But I think this could be, this could be, um, كن or you [ Pronouns ] can use Open DNS as an alternative. You just have to change some DNS server addresses settings. So if you enter Open DNS, they have the configuration page for Linksys router on their community forum. Just to let you know because if you disable this, your devices are still vulnerable to online threats and websites that might not be safe for you to visit. Is that the question? Yes, sir. because I do not feel comfortable. Mmm, mmm, [ silence ] because I don't know what my kids are visiting or what they should not visit. [ silence ] Please wait. [ silence ] How to change DNS in Linksys router, I'll Login to your Linksys cloud account. Select your network device. Go to settings. [ beep ] and head over to the internet set up option, scroll down to the internet, DNS fields. RWA. [ silence ] remote we can talk in Arabic. Sorry, I am not logging on. I don't use Linksys. [ silence ] pick your
40:00
Speaker 1
Okay. Okay. My wife and I don't go to that. Yeah. Okay. Okay. All right. That is it. All right.
41:00
Speaker 2
Yeah. Right. You have the, you can control that because you know what site is good to access, and so I think it's okay that you disable your safe browsing because you can still manage the adult site or whatever, so I think it's still good. Yes, so it's still good. And at least it was able to fix the issue you have with your email downloading messages that gets too slow or took a while to load, right? So I think that's fine to disable your safe browsing. So that is all? All right. So if you ever have any other concerns, you can always call our technical support line, and you can also visit our site support.clinix.com, because if...
41:00
Speaker 1
Okay. You did. Thank you. No worries, it's okay. It's okay. Thank you. Bye-bye. [silence]
42:00
Speaker 2
Has all other articles you want to know about Linksys routers and some also connectivity issues with regards to some, internet connection. So you can actually read some articles on our site. Alright. So thank you for calling Linksys, Brad. Hope I answer very, your question. So if there's anything else, call us back again. And thank you so much for your patience a while ago. I'm so sorry about that because I really had to take, yeah. Thank you. And take care. Have a great day, Brad. Goodbye.
42:00