V2 Rubric Detail — 14f8df32-7fa5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:57
Duration
8m 40s
Contact
561-376-3692
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00137105
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected Contact
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall30.9% (-61.1)

V2 Grader Summary

The agent correctly identified the Archer AX4400 as a TP-Link device (T3 Met) but failed to perform meaningful troubleshooting, maintain ownership, or reduce customer effort. While some communication accommodations were made, the lack of diagnostic follow-up and premature disengagement resulted in an unresolved case. The response was factually sound but procedurally deficient.

V1 Case Analysis

Customer called regarding a claim for an Archer AX4400 (S/N Y255393001012). Agent confirmed it is a TP-Link router, not supported by Linksys, and directed customer to contact TP-Link for assistance.

Troubleshooting Steps
  • Collected customer name and email address
  • Requested and recorded model and serial number
  • Verified manufacturer based on model number
Key Observations
  • Agent accurately identified the device as non-Linksys using the model number, preventing misdirection.
  • Provided a clear, actionable next step by directing the customer to the correct manufacturer.
  • Maintained professionalism despite customer confusion and several pauses.
Positive Highlights
  • Correctly recognized product mismatch early in the call (at [06:00]) and avoided providing unsupported advice.
  • Accurately interpreted 'Archer AX4400' as a TP-Link product based on known branding, demonstrating product knowledge.
  • Gave a concise and correct resolution path, empowering the customer to take next steps independently.
Agent Errors / Gaps
  • Did not create or cite a HappyFox case number, which is a minor protocol miss for tracking purposes.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the call by stating the device is not a Linksys product and directed the customer to contact another manufacturer, providing no resolution path or support for the claim.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked for model/serial and whether troubleshooting was done, but performed no actual diagnostic steps (e.g., power cycle, LED check) despite the reported symptom of 'not powering on'.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device is not a Linksys product and avoided misrepresenting support eligibility; however, failed to offer best-effort guidance (e.g., basic power troubleshooting) before redirecting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked a generic question about prior troubleshooting but did not identify specific symptoms, ask about LED status, or follow a logical diagnostic sequence.
T2 Partially Met Appropriate tools / resources used conf 94%
Agent used internal lookup to verify the model is not a Linksys product — a correct use of tools — but did not confirm basic power troubleshooting steps that could have ruled out simple faults.
T3 Met No misinformation conf 99%
Agent accurately identified that the Archer AX4400 is a TP-Link product, not a Linksys router, which is factually correct and supported by public product knowledge.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent introduced themselves and attempted to gather information, but long silences, filler language ('uh', 'um'), and abrupt transitions indicate weak call control.
C2 Partially Met Confirmed understanding conf 92%
Agent spelled out names using phonetic alphabet and confirmed email spelling, adapting to potential comprehension issues; however, did not confirm understanding of the issue or adjust for customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately disclaimed responsibility upon identifying the non-Linksys device without attempting any troubleshooting or offering follow-up, transferring ownership entirely to the customer.
O2 Partially Met Proactive follow-through conf 91%
Agent provided a next step — contacting the correct manufacturer — but did not provide contact details, timeline, or offer to assist further.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history exists to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted because the device is not a Linksys product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent maintained a polite tone and closed professionally, but did not acknowledge the customer’s frustration or effort in pursuing the claim.
X2 Partially Met Tone & rapport conf 89%
Agent adapted slightly by spelling names and confirming details, but did not match the customer’s pace or check comprehension of technical points.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial number multiple times; agent did not document or reuse information efficiently, increasing customer effort.
Call Transcript12 turns · 14 lines
Speaker 1
yeah I'm sorry I'm trying to make a claim yeah I mean I made it what go ahead I'm providing what I had made a claim through Walmart they told me to reach out to the manufacturer to for the next step I guess [silence] I have a router Wi-Fi
00:00
Speaker 2
Welcome to lynxys 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. Hi, thank you for calling lynxys technical support. My name is Dylan. How can I help you today? [silence] A claim. Uh do you mind providing me more information of what you were referring for the claim? What what kind of claim is this, sir? Mm-hmm. Uhu. I see. Um, have you already run some troubleshooting on the router to verify if the device is really defective? Uh, adapter? Mm-hmm. I see. All right, let me just note that one, sir, and I'll be running some verification with you in order for me to proceed further. So, I'll be also gathering some information about your Linksys router. Okay. Before that, let me just uh noteate something here. Uh, give me at least uh two minutes. uh uh [silence] not uh well uh [silence] No sir. [silence] yes uh I just want to confirm with you by means of saying not powering on, there's no lights at all. I see. all right sir uh let me just run some verification first. uh do you mind providing me your first and last name?
00:00
Speaker 1
his team is Pierre. Yes, yeah. P-A-T-R-I-C-K. P-I-E-R-R-E. What'd you say? I can't hear you. Yes. No P-A-T-R-I-C K. like Tom, like Rick. Yeah, Patrick Pierre.
03:00
Speaker 2
P for Papa, A for Alpha, I for
03:00
Speaker 1
First name Patrick, last name Pierre, P-I-E-R-R-E. It is green like the color, check, like a check that check you right, 19, at gmail.com. Yeah. Yeah, yeah, C-H-E-C-K, so green check 19.
04:00
Speaker 2
um thank you so much, um sir Patrick uh how about your email address hello that's uh green check 19 at gmail.com um check that's uh C H E C K right all right.
04:00
Speaker 1
Okay, then let me see. So it is the model number is Archer AX4400. Now, Archer AX like apple and Xavier, 4 4 0 0. Izakke. So, can you type? Yeah, that's what it says. It's all [ silence ] okay, then let me see. So, it is the model number is Archer AX4400. Now, Archer AX like apple and Xavier, 4 4 0 0.
05:00
Speaker 2
Got it, sir. Now, can you provide me the model number and the serial number of your Linksys router? Thank you. [silence] I-m sorry, that's Archer - 4 - 4. [silence] Uh-huh. Is that the exact model number? Can you check underneath the device, to see the correct details?
05:00
Speaker 1
Archer, get next to it is A1400. okay. what do you need anything? it is Y255393001012. oh, k. I think I'm, disable the internet. to be so who's the manufacturer for CP. link? but on the, but on the claim, it don't says it don't say CP link it says links is on something k. as the model that you could get.
06:00
Speaker 2
okay. how about the serial number sir? Oh, okay. I think um, you called it in a wrong manufacturer, sir. it shows that this one is a TP-Link router and not a [Linksys] router. the TP-Link. Linksys is a different manufacturer. yes, sir. based on the model that you provided
06:00
Speaker 1
Okay. Okay, I might give them a call. You don't have their number by chance, right? Okay. All right, thank you. All right. Thank you.
07:00
Speaker 2
we don't have uh any router with this kind of model. And um I've looked at here and it shows Link AX 4400. So you may call Link regarding this one. Yes sir, unfortunately. all right sir. You're very much welcome sir. Thank you for calling. Have a great day. all right. Hello sir, do you want me to release the call?
07:00