V2 Rubric Detail — 14c87774-7493-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:50
Duration
8m 41s
Contact
Kervin Joseph
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135316
Support Country
United States
Product Family
ADAPTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall59.5% (+23.5)

V2 Grader Summary

The agent successfully delivered the promised driver via email, achieving a tangible outcome for the customer. However, technical accuracy was compromised by falsely claiming the driver was unavailable on the website, contrary to KB evidence, and no troubleshooting was performed to verify OS or guide the customer to the public download. While the customer received the driver, the resolution was partial due to avoidable misinformation and lack of proper diagnostic process.

V1 Case Analysis

Customer unable to locate WUSB6300 driver. Agent incorrectly stated driver is no longer on website, provided invalid registration URL, and failed to capture usable email. No valid self-help path established.

Troubleshooting Steps
  • Confirmed product model (WUSB6300).
  • Captured spoken serial number.
  • Checked warranty status (expired).
  • Incorrectly concluded driver is no longer available on website.
Key Observations
  • Agent incorrectly stated at [07:00] that 'the driver for this W-SB-6300 is no longer available on our website' — this is factually wrong per KB.
  • Provided incorrect registration URL 'register.linx.com' at [00:00] instead of 'register.linksys.com'.
  • Failed to confirm or correct the customer's email address, which was phonetically given as 'yourfirst yourLastname @Yahoo.com' — this is not a real email.
  • Warranty status was correctly identified as expired.
  • No actual troubleshooting or KB-based guidance was provided despite clear documentation on driver availability.
Positive Highlights
  • Agent verified the product model and serial number.
  • Agent correctly identified and communicated that the hardware warranty has expired.
  • Agent set an expectation of email follow-up within five minutes.
Agent Errors / Gaps
  • Incorrect URL for product registration (register.linx.com instead of register.linksys.com) — stated at [00:00].
  • Wrong claim that the WUSB6300 driver is no longer available on the Linksys site — stated at [07:00].
  • Failed to capture a usable customer email address before promising to send the driver — email provided is clearly a placeholder.
  • Did not direct customer to correct download page despite KB clearly listing WUSB6300 driver availability.
  • Did not verify or correct the customer's email address, risking failed communication.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent promised to email the driver within five minutes and confirmed the customer would receive it, providing the requested firmware/driver.
R2 Not Met Diagnostic thoroughness conf 95%
Agent collected serial number but performed no troubleshooting — did not verify OS, driver availability, or guide customer to KB despite clear documentation.
R3 Partially Met Correct resolution path conf 90%
Agent attempted to help but incorrectly assumed driver was unavailable; correct path was to direct to KB, not bypass with email.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't find firmware) and collected serial number, but did not ask about OS or version, nor logically narrow root cause.
T2 Not Met Appropriate tools / resources used conf 100%
Agent claimed driver was no longer on website, but KB clearly lists WUSB6300 downloads — failed to use available KB resource that was necessary for accuracy.
T3 Not Met No misinformation conf 100%
Agent stated 'driver for this W-SB-6300 is no longer available on our website' — contradicted by usb_wifi_adapter.md and universal_eol_firmware.md which provide active download links.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and gave timeline, but had long silences, repetitive phrasing, and no clear framing of process at start.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, apologized appropriately, and explained next steps clearly despite technical inaccuracy.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending driver and updating warranty status.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps: customer to reply with receipt, expect email within five minutes.
O3 Not Applicable Closure confirmation conf 100%
First contact, no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a driver download request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, apologized, and maintained a respectful tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched customer’s polite tone and pace, kept interaction smooth and professional.
X3 Partially Met Overall experience conf 85%
Agent added unnecessary step of requiring receipt to update warranty, though this did not prevent driver delivery.
Call Transcript10 turns · 13 lines
Speaker 1
Good morning Josh. How are you there? I'm doing fine, thank you. I just bought a network adapter
00:00
Speaker 2
Welcome to links 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.linx.com. Please have your device serial number ready for assistance. press one now. For out of warranty products, paid support may be available. 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. Nice. Thank you for calling links. My name is Josh. How may I assist you today? Good morning to you as well, sir. I'm doing great. How about you?
00:00
Speaker 1
So, I cannot find the firmware. I follow all the instructions. I went on the, I'm right there right now, looking at the next support. So I type I type the information, WSB 6300 downloads and when I tap that, it takes me to like 6 articles, but I cannot find the firmware. Yes, it's 1320 M15 E.
01:00
Speaker 2
Ahuhuh...uhuhuhuhuh...uhuh...uhuhuhuhuh... Mmm...I see.I really do apologize for that,wrist.sir...so before we proceed may have the serial number of this wireless adapter? Thank you so much for that. No worries. And thank you so much for that information as well. So let me verify again, the serial number to make sure that I got it correctly here, okay? So, it's one three E for echo two zero M for Mike 15 E for echo 0 1 0 8 5. Is that correct? Thank you so much for confirming. And did you mentioned that you just recently purchased this wireless adapter? Uh, and do you still have the copy of receipt?
01:00
Speaker 1
probably do I have to look for it but yes ok Irving Kerr VIN last name is Joseph J O S E P H joseph [silence]
03:00
Speaker 2
Uh-huh. So yeah, got this one sure because the thing is according your honor sorry. According here on our end the hardware warranty status of the device has already expired. However, there's no need to worry because if you still have the copy of the receipt, rest assured that we can just like edit the hardware warranty status of this wireless adapter. Uh-huh. So may I have your first and last name. Thank you so much for that. And what about your email address? Mhm.
03:00
Speaker 1
No, no, it's okay.
04:00
Speaker 2
Alright. So, let me verify again your email address. So your email address is yourfirst yourlast. G4G4 O4 Oscar S4 Oscar O4 Sierra OscarP4 Papa@Yahoo.com. is that correct? Hmm. Oh,Yourfirst yourLastname @Yahoo.com. All right. Thank you so much for That. and last thing, who's your your internet service provider? Starlink. All right, thank you so much for those information. So, can you only give me one city minutes? Okay. I will be sending you an email and once you receive the email, You can just reply to my email with the copy of the receipt attached okay Thank you so much for that answer So kindly So kindly give me one to three minutes [silence] [music] [silence] Hello, sir. Thank you for your patience. Uh-huh. Uh yeah. For this one, sir. I can't-- Mm-hmm. Since the driver for this W-SB-6300 is no longer available on our website, I will be sending you the driver instead via email. Okay? So, so once you receive the email, all you have to do is download the setup wizard and then just follow the process. So[silence]
04:00
Speaker 1
Okay. I will do that. Within five minutes. Okay. I truly appreciate your help, sir. All right. No, that will be all for now, sir. I appreciate your help, and you have a blessed day. [ silence ] All right. Thank you. Bye-bye.
08:00
Speaker 2
And you can also just reply to my email again with copy of the receipt attached, okay? So that I can update the warranty status of the device. So, Mm-hm. Yes, sir. Yes, thank you so much. And rest assured that you will be receiving the email within five minutes. Yes, sir. You are most welcome, sir. And, is there anything else? Thank you as well, sir. Again, thank you so much for calling Lexan. You have a great day as well. Bye for now. [silence]
08:00