V2 Rubric Detail — 09d288c4-634e-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 15:23
Duration
8m 49s
Contact
Dorothy Lee
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00130948
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to recognize 'MNIX' as a probable ASR artifact of 'MX' (a valid Linksys mesh series), dismissed the device incorrectly, and provided no troubleshooting, guidance, or empathy. The interaction lacked technical accuracy, ownership, and effective communication, resulting in a complete failure to resolve or advance the customer's request to disable band steering.

V1 Case Analysis

Customer requested instructions to disable band steering for camera compatibility. Agent could not identify router model, incorrectly stated device was not Linksys, and provided no guidance or next steps.

Troubleshooting Steps
  • Attempted to collect model number
  • Asked customer to confirm device brand
Key Observations
  • Agent failed to verify or capture a valid product model despite customer effort to provide it.
  • Incorrectly concluded the device was not a Linksys product after hearing 'MNIX', potentially mishearing 'MX' series (e.g., MX series such as MX5500).
  • Did not offer any self-help resources, escalation path, or follow-up despite unresolved issue.
  • No case number was created or documented.
  • Customer disengaged due to lack of progress, not resolution.
Positive Highlights
  • Polite greeting and professional tone throughout the call.
  • Attempted to collect customer contact information and model number [05:00–06:00].
  • Repeated phone number for verification, showing attention to detail [06:00].
Agent Errors / Gaps
  • Did not confirm product model or family before proceeding; failed to clarify ambiguous model input ('M, N as in Nancy I X') which may refer to MX series.
  • Provided inaccurate statement that the model is unsupported without verification or further investigation.
  • Offered no technical guidance, escalation path, or next-step summary.
  • Did not document or create a case number.
  • Prematurely abandoned troubleshooting when customer expressed confusion, rather than re-engaging with clearer questions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the customer abandoned the call after the agent failed to recognize or assist with the request to disable band steering.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only for model/serial and did not perform any troubleshooting steps related to band steering or Wi-Fi configuration.
R3 Not Met Correct resolution path conf 96%
Agent did not verify product eligibility correctly—misidentified 'MNIX' as non-Linksys without cross-checking possible ASR errors (e.g., MX series); failed to offer any path forward even if out of scope.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify the symptom (need to disable band steering) as a valid technical issue, nor asked relevant questions about router model, firmware, or interface type.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (e.g., admin UI, logs, KB) were used because no troubleshooting was initiated.
T3 Not Met No misinformation conf 97%
Agent provided no technical guidance; incorrectly dismissed the device as non-Linksys when customer likely said 'MX' (as in MX series), a known Linksys mesh product line.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, frame the interaction, or maintain control—call devolved into confusion and ended abruptly.
C2 Not Met Confirmed understanding conf 95%
Agent struggled with basic information capture (name, email), used unclear language, and did not adapt to customer’s evident confusion about device identification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—after initial confusion, offered no further help, effectively abandoning the case.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan was provided; customer disengaged with no closure.
O3 Not Applicable Closure confirmation conf 94%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and the issue (band steering) is within L1 scope, so escalation was not warranted.
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 97%
No empathy expressed; agent did not acknowledge customer effort or frustration, only gave a brief, detached closing.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust tone or pace to match customer’s uncertainty; communication remained rigid and unresponsive.
X3 Not Met Overall experience conf 96%
Customer repeated personal details multiple times; agent added effort by failing to recognize likely model (MX) and restarting verification unnecessarily.
Call Transcript12 turns · 14 lines
Speaker 1
there we go dot com
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 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 please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of warranty product, paid support option.
00:00
Speaker 1
C O. feel bad about not being able to call these. Hi Dillon. I am calling to, uh, so, I am trying to set up some cameras and according to our Lowe's, I need to disable the band steering on our wi-fi so that I can have the 2G and 5G, so,
02:00
Speaker 2
Hi, thank you for calling. This is technical support. My name is Dylan. How can I help you today?
03:00
Speaker 1
But. Okay, so you understand what I'm needing? Correct. Yep. Yes. Yep. Uh-huh. I- Well, I am calling to, um, for, for a different, person, the, account would be under, I believe is you Dorothy, right, yeah, it's Dorothy Woods, mm-hmm. No, it's D-O-R-T-H-Y, D-O-H-Y, O-H-Y, oh yeah, D-O-R-O, there's another O in there, yeah. Dorothy Woods. Yep, mm-hmm. The email address is DORTHORT, P-H-E, F T-H-E, F is in Frank, O-R-T, at Hotmail.com. Yep. Yes.
04:00
Speaker 2
Dorsey woods. For dorsey that's d o r c y. Uh Dorothy. Dorothy woods. All right. How about the email address? one that's right. Okay that's dor the fourth at hotmail dot com. Okay.
05:00
Speaker 1
okay, that's my number. so the other number that would need to go on there is you ready? 989-239-0996. Correct. Yep. I've got the model number is M, N as in Nancy I X.
06:00
Speaker 2
Got it. Let me also verify the phone number. It's one it's 9 8 9 7 9 8 1 1 3 8. Yes. All right. Let me just repeat that one. It's 98923909 6. All right. Okay. Um, now can you provide me the model number and the serial number of your Linksys router?
06:00
Speaker 1
Yes. that's what it says on this card. And I think they, they have like three little boxes. I don't know. It's different than what I've ever seen, so. Oh, that's what shows up. And now wait a minute, that's what shows up when I, um, when I am, on our site for the Netflix for the uh service. But when I it shows it shows it shows Wi-Fi, Linksys.
07:00
Speaker 2
X4 X-ray? That's the model number. [silence] [noise] I wanted to make sure that you're calling the right hotline, because this actually isn't under LinkSys router. We don't have a model with MNI... MNIX. [silence] You mean your internet service provider? [silence]
07:00
Speaker 1
Okay. Yeah. I give you it. Okay, hang on. Let me see if I can get going off with a different unit. There's three different units in itself. Okay, nevermind. Nevermind. It's not. It's not. It's not under you. Okay. All right. Thank you so much. Bye bye.
08:00
Speaker 2
okay uh... what i mean is the device itself ma'am like the block box or I'm sorry oh okay I see all right you're very much welcome ma'am bye for now
08:00