V2 Rubric Detail — 09153410-6a54-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 13:54
Duration
7m 49s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133748
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall27.8% (-28.2)

V2 Grader Summary

The agent collected basic device details and placed the customer on hold but failed to provide any troubleshooting, resolution, or clear next steps. Despite a straightforward setup issue within L1 scope, no technical guidance was offered, empathy was absent, and customer effort was not minimized. The interaction ended without progress, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to complete EA5773T6 setup due to 'browser not supported' error on POS device. Agent collected model/serial and confirmed Optimum ISP but provided no troubleshooting steps before placing call on hold. Follow-up required.

Troubleshooting Steps
  • Collected router model (EA5773T6) and serial number (18L21S0C817472)
  • Confirmed Internet Service Provider (Optimum)
  • Verified error message ('browser not supported')
  • Confirmed phone connects to Wi-Fi but POS does not
Key Observations
  • Agent correctly identified the issue as browser compatibility and collected critical device information (model/serial) but omitted all KB-recommended steps (e.g., direct IP access via http://192.168.1.1).
  • Call was placed on hold at timestamp 07:00 without setting expectations, offering a timeline, or providing interim guidance, abandoning the customer in progress.
  • No validation of browser cache clearing, device substitution, or alternative access methods was attempted despite these being standard KB solutions for EA series setup issues.
Positive Highlights
  • Accurately captured and repeated the router model (EA5773T6) and serial number (18L21S0C817472), ensuring correct device identification.
  • Confirmed the customer's ISP (Optimum), which is relevant for potential configuration or connectivity issues.
  • Successfully isolated the problem to the POS system (phone Wi-Fi works) rather than a full network failure, demonstrating initial diagnostic capability.
Agent Errors / Gaps
  • Failed to provide any actionable troubleshooting steps for the 'browser not supported' error, despite clear KB guidance (universal_app_transition_notice.md) outlining solutions like accessing http://192.168.1.1 directly.
  • Placed the customer on hold without communicating a timeline, alternative solution, or clear next step, demonstrating poor call control and abandonment of troubleshooting flow.
  • Did not suggest clearing browser cache, using a different device, or accessing the router via http://192.168.1.1 — all standard KB-backed methods for EA series setup issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided a solution; call ended on hold with no resolution or follow-up plan.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked for serial number, ISP, and reset duration—no actual troubleshooting steps like suggesting a different browser, checking firmware, or accessing via local IP.
R3 Not Met Correct resolution path conf 90%
Failed to select an appropriate path—did not suggest using a supported browser, verify firmware compatibility, or offer remote assistance despite the setup issue being resolvable with basic guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified the symptom (browser not supported) and asked about reset and ISP, but did not logically progress to root cause (e.g., outdated firmware, unsupported browser version despite customer claim).
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote session, logs, admin dashboard) were required for this browser compatibility issue—could have been resolved with KB guidance and customer action.
T3 Not Applicable No misinformation conf 90%
Agent did not provide any technical instructions or recommendations to evaluate for accuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Set expectation to place on hold for 3–5 minutes, but lost call control by not guiding toward resolution and allowed long silences without re-engagement.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not adapt to customer’s context (POS system in restaurant) or confirm understanding of technical terms like browser support.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Did not transfer, but failed to follow through—placed on hold with no confirmation of return or next steps after research.
O2 Partially Met Proactive follow-through conf 80%
Provided a timeline (3–5 minutes on hold), but no clear owner or action after that—customer left hanging without confirmation of what would happen next.
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was clearly required—issue was within L1 scope (browser/setup guidance).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer’s frustration with POS system downtime; no empathy expressed despite business impact.
X2 Not Met Tone & rapport conf 85%
Maintained a flat, procedural tone without adapting to customer’s stress or fragmented speech; did not pace or simplify to match customer’s state.
X3 Not Met Overall experience conf 85%
Customer had to repeat information (serial/model) and was not guided efficiently—agent could have confirmed browser version or suggested alternative device immediately.
Call Transcript12 turns · 14 lines
Speaker 1
[silence]
00:00
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 1 now. For out of warranty products, paid support may 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. Hello, thanks for calling Linksys at Technical Support, this is Charm, how can I assist you today?
00:00
Speaker 1
I had to restart my Wi-Fi and I had to restart the router. And now I have to set it up again and when I'm setting it up on the computer, it's telling me that my. Um hold on. It it it is telling me that um uh it says your browser is not supported for setup. Setup supports the following web browsers. Um but then obviously the web browser that I have it it I do have the it it says I'm using Google Chrome version 14 or later. And I have that at the moment. Yes, I it it's a restaurant, so I have a whole, um, front end side where, you know, I'm going a POS system. You want the what was the number again? Serial and model. OK, one second. All right, serial number is 18L21S0C817472. Model number is EA5773T6. 0 recommended for the product. OK. I will right those down.
01:00
Speaker 2
Kindly provide me the model number and serial number of your Linksys Router. Let me check here. The serial number, sir, and the model number of your Linksys Router. Uh, I don't like that. Edward M. Not. Thank you so much for providing the information, sir. Let me check. Um,
02:00
Speaker 1
Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. Hold on. They're plotting. I go for it. All right. You're good. You can tell me. yeah. optimal.
03:00
Speaker 2
[KEEP_UNCERTAIN] I'll repeat the serial number, sir, correct me if I'm wrong. The serial number that you provided is 18LIMA21SAM0CHARLIE817472. Is this correct? Got it, thank you so much for... And also Sir, may I know who is your Internet service provider? Optimum.
03:00
Speaker 1
Have you tried swiping the card, people? Uh, give me one second. Uh, give me one second. What was the error message, again?
04:00
Speaker 2
Right. And the error message you're getting when you try to set it up is the browser is not supported with the... All right. What's the error message again?
04:00
Speaker 1
it says the brothers not supported but then before that I did get um an issue where it just said um I had to check my router hold on one second one second one second No, I'm just trying to it's yeah, I'm just trying to figure my internet issue out you guys you took that all right so the error message that I got on my my Wi-Fi router right now when I look at it it says your browser's not supported setup supports the following web browser. If your browser is not on this list, update your browser to a newer version. Check your browser security, but then when I look at my browser and it's updated, I have that. So right now, it's weird. Um, I have internet off of my Wi-Fi. Like the Wi-Fi, it does work. Like when I connect my phone to the Wi-Fi, it works. It's just my POS system that seems to be down. Oh yeah. All right. Give me. I held it down for probably like 30 seconds.
05:00
Speaker 2
Do you have any other device that we can use to set it up? Oh, only the POS is not working. You mentioned that you reset the device, right? Did you press the reset button? How long did you hold the reset button? Sorry. [silence] [silence]
06:00
Speaker 1
yep. You know what, let me just, because it's spotting, so I'm just gonna, yeah. Yeah. All right. That's fine. [silence]
07:00
Speaker 2
okay, so your your your phone is working, however, only the POS is not working. let me double check here. is it okay sir if I put this on hold for um about three to five minutes? I just need to pull up some information right now. thank you so much. You're staying on the line.
07:00