V2 Rubric Detail — 0e1e0490-6f1e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 16:10
Duration
6m 27s
Contact
717-832-3454
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.7/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.1% (-62.9)

V2 Grader Summary

The agent provided factually correct information about product types but failed to resolve the customer’s inquiry, offer next steps, or demonstrate ownership. No troubleshooting, empathy, or call control was shown, resulting in an unresolved outcome with significant gaps in resolution, communication, and customer experience.

V1 Case Analysis

Customer asked about range extenders and a router-modem-telephone combo. Agent confirmed Linksys does not sell extenders directly (available via Amazon) and that Linksys routers are standalone routers without modem or telephone capability. Mentioned Wi-Fi 6E/7 models.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided correct information about product availability and capabilities per the KB.
  • Call suffered from multiple long silences and poor call control, reducing efficiency.
  • Agent incorrectly suggested Netgear or Orbi as modem-router-telephone solutions, which is outside Linksys scope and could mislead the customer.
  • No model/serial/warranty details were required for this feature question, so their absence is not a protocol failure.
Positive Highlights
  • Accurately informed customer that Linksys no longer sells range extenders directly but they are available via Amazon (per adjacent_device_setup_scenarios.md).
  • Correctly clarified that Linksys routers are standalone devices without built-in modem or telephone functionality (per universal_isp_compatibility.md and adjacent_device_setup_scenarios.md).
  • Mentioned current Wi-Fi 6E and Wi-Fi 7 product lines, providing up-to-date information.
Agent Errors / Gaps
  • Repeated silences and lack of engagement disrupted call flow.
  • Failed to restate or clarify the customer's question after initial confusion, leading to disjointed conversation.
  • Provided off-brand recommendation (Netgear, Orbi) for a modem-router-telephone combo, which is not within Linksys support scope and could mislead the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the customer's inquiry about available products with telephone support; no solution, RMA, escalation, or self-help path was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting or diagnostic steps were taken; agent did not ask for model/serial number, confirm issue type, or guide customer toward a resource.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine if the customer had an existing device, warranty status, or support eligibility; offered no appropriate resolution path (e.g., KB, store link, mesh guidance).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms or root cause; customer was asking about product availability and telephone capability, but agent did not clarify needs or offer relevant options.
T2 Not Applicable Appropriate tools / resources used conf 92%
No troubleshooting occurred, so tool usage (KB, remote access, etc.) was not applicable.
T3 Met No misinformation conf 95%
Agent correctly stated that Linksys sells routers only (not modem combos) and that range extenders are no longer sold directly but available via retail.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost call control, repeatedly asked 'what’s your question again?', and failed to set expectations or structure the interaction.
C2 Not Met Confirmed understanding conf 94%
Agent used inconsistent terminology (e.g., 'bundle', 'sat') and did not adapt to customer confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent took no ownership; did not commit to follow-up, transfer, or next step, and allowed call to end without resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up actions were communicated; customer was left without direction.
O3 Not Applicable Closure confirmation conf 98%
This was a first contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and the inquiry (product availability) did not require escalation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation was performed, and none was warranted for a product availability question.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration; tone remained flat and disengaged throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s repeated attempts to clarify needs; communication remained one-sided and unresponsive.
X3 Not Met Overall experience conf 96%
Customer had to repeat questions multiple times; agent introduced confusion with terms like 'bundle' and 'sat'.
Call Transcript14 turns · 14 lines
Speaker 1
[
00:00
Speaker 2
Welcome to Lynx's 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.lynx.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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available, depending on the issue. I'm sorry, ma'am. Hello?
00:00
Speaker 1
Uh, product anymore? I'm trying to find out what's available, what do you have available now? Is this the right place to talk to call, or not? Do you have a search number? yes, I'm trying to look for any device. I want to find out what you have available now. [silence] Okay, that's Xfinity uh, Comcast. and what we we have we need a kind of uh telephone phone supports support system that uh has telephone capability. okay. We need uh
01:00
Speaker 2
Um, trying to, uh, you are trying to look for a new device, sir? Okay. Okay. Um, okay, we already have Wi-Fi 6e and Wi-Fi 7 available right now, sir. Um, may I know who is your internet provider? Xfinity. Okay. Uh-huh. Um, sorry, sir. What is that? [silence]
01:00
Speaker 1
Do you have any, do you make, um, uh, extenders or range extenders or boosters? [silence] Oh. Hello? Are you there? Okay. Okay. Do you have like a range extender? [silence] Wi-Fi.
02:00
Speaker 2
Okay, you mean bundle sir. Our yes sir, unfortunately. Yes sir, unfortunately sir, our router don't have any bundle, like sat (silence) no. Yes, sorry sir. Yes sir. What's your question again sir?
02:00
Speaker 1
Five ranges. Okay. Work. Uh-huh. Okay. Okay. Okay. Okay. Does this will be, this will be, uh, um, like a router modem system? Is that. Okay, but none of none of them has a telephone.
03:00
Speaker 2
Yes, sir. We we still have range extender, sir, but we no longer sell it directly from Linksys. You can get it in Amazon or any local store, sir. But where the extender, sir, if you're talking about the extender, sir, those are already old device or older setups. What we have right now, sir, is some mesh network. Yes, mesh networks will consist of one two or three or more than nodes. One will serve as a parent and the other nodes will serve as child nodes. uh yes sir.
03:00
Speaker 1
capability. [silence] well, yeah. Well, you know, we have kind of we've had Lynxsys modem and uh and and router system before. are you telling me you guys don't make them anymore, right? is that. Hello. [silence] okay. What I'm saying is that we've had your system that, you know, that uh no, compatible with uh
04:00
Speaker 2
oh uh no sir this don't have a modem capability sir a modem sir that that should be provided by um Comcast or Xfinity yes hello sir sorry hello sir
04:00
Speaker 1
Cast that also had a combination.
05:00
Speaker 2
Gateway you mean sir? Unfortunately, sir, linksys routers are just plain routers, sir. If you wanted to look for a modem router combination, sir, you can look for netgear or orbi mode, orbi devices. just a router, sir? a mesh router, sure. uh, still, that is just a uh, plain router. uh, what? the difference about mesh router is it can uh, work as a router. uh, It is a router, but it can work.
05:00
Speaker 1
It can have a next year would this okay? Okay? So that's all you that's all you make nowadays. Hmm? All right okay thank you Bye
06:00
Speaker 2
It can have like extenders, like boosters. Yes, yes, sir. You're welcome, sir. Bye-bye, sir. [silence]
06:00