V2 Rubric Detail — 1c5dabc0-7593-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 21:23
Duration
9m 32s
Contact
404-245-6745
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.5/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall50.0% (0.0)

V2 Grader Summary

The agent failed to perform any troubleshooting or diagnostic steps, relying solely on ticket history and escalation. While communication, ownership, and escalation were handled appropriately, the lack of technical progress left the customer's dead-zone issue unresolved.

V1 Case Analysis

Customer reports intermittent Wi-Fi dead zones and loss of Wi-Fi calling signal in a 4,300 sq ft home with three mesh nodes. No troubleshooting performed. Escalated to Level 2 with callback expected within 2–3 hours.

Troubleshooting Steps
  • Reviewed existing ticket history
  • Confirmed prior escalation to Level 2
Key Observations
  • Agent did not perform any Wi-Fi coverage troubleshooting (e.g., node placement, adding a node, firmware check).
  • No product model, serial number, or warranty information was collected.
  • Call concluded with an escalation and callback expectation only.
  • Agent made one minor technical inaccuracy: stated one child node covers up to 3,000 sq ft, while the KB specifies 'up to 2,700 sq ft per node depending on model and home layout'. This is a slight overstatement but does not contradict the KB's general guidance.
Positive Highlights
  • Agent was courteous and used the customer's name.
  • Clear communication of the callback timeframe (2–3 hours).
  • Verified the customer's phone number for the callback.
  • Acknowledged the ticket history and confirmed prior escalation, showing continuity.
Agent Errors / Gaps
  • Failed to follow standard Wi-Fi coverage troubleshooting flow; no diagnostic steps were taken.
  • Did not obtain essential product details (model, serial number) required for proper support.
  • Missed opportunity to provide self-help guidance (e.g., node repositioning, adding a node) before escalating.
  • Provided a minor overstatement of node coverage (3,000 sq ft vs. KB's 2,700 sq ft), though this did not materially mislead the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent performed no troubleshooting and only escalated; no resolution of dead-spot issue achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken; agent relied solely on ticket history and escalated without troubleshooting.
R3 Partially Met Correct resolution path conf 88%
Agent escalated due to prior L2 involvement but did not assess current device status, warranty, or attempt best-effort troubleshooting for out-of-warranty scenario.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond customer description or ask diagnostic questions to determine root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools used (remote session, logs, firmware check); agent relied solely on verbal history without validating current state.
T3 Partially Met No misinformation conf 90%
Agent stated child node covers 'up to 3000 sq ft' which aligns with KB guidance, but failed to apply it to customer's 4,300 sq ft home with three nodes.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set callback expectation but provided no structure for current call, lost direction after escalation announcement.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but did not adapt explanations to customer's technical level or confirm understanding of mesh limitations.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned case by confirming callback number, referencing prior ticket, and committing to forward escalation without transferring.
O2 Met Proactive follow-through conf 96%
Agent provided clear next step (L2 callback) and realistic timeframe (2–3 hours); customer acknowledged understanding.
O3 Met Closure confirmation conf 95%
Agent referenced prior L2 escalation and ticket history, avoiding repetition of basic questions and maintaining continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Escalation justified by prior L2 involvement and persistent issue; agent confirmed approval, indicating warranted escalation.
E2 Met Escalation prep & handoff conf 90%
Customer informed of escalation path, callback window, and contact verification; correct team (L2) and reason communicated.
Customer Experience
X1 Met Customer effort minimised conf 88%
Agent expressed appreciation for patience, used courteous tone, and remained professional throughout.
X2 Met Tone & rapport conf 85%
Agent matched customer’s calm but concerned tone, avoided jargon, and maintained engagement via confirmation checks.
X3 Met Overall experience conf 93%
Agent leveraged existing ticket to avoid repetition, minimizing customer effort in re-explaining history.
Call Transcript10 turns · 14 lines
Speaker 1
hello yes i'm calling in reference to uh and you could pull up my account by my telephone number
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, 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. [silence] Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you? [silence] Yeah, absolutely. Uh, just give me one moment. Okay, um, I have an uh, ticket here, this is uh, named under uh, Eric Mari, email address uh, eric at amari - electric.com. Let me just go ahead and check the ticket. So this call was actually happened 121 days ago. Um, on this router that you have, let me double check it.
00:00
Speaker 1
okay, and I have three of them. I have three out of mesh nodes in my home and I'm still having dead spots. My home is 4,300 square foot. right now, where I'm sitting right now, I'm only getting two bars of Wi-Fi. If I move three feet one way, I get full three bars of Wi-Fi. So sometimes I'll be sitting here and this phone starts chopping. If I go right outside my front door, I lose signal altogether on Wi-Fi if I'm making a call.
02:00
Speaker 2
okay, so for one child node, it could actually cover for about uh up to 3000 square feet. so yeah. okay. and um in which okay so when you mentioned dead I'm sorry Okay, I see. and in that area, sir, can you check or can you tell me like
02:00
Speaker 1
No, no, no. I'm talking about when I go outside of my home. No, I'm, I'm in my office right now in my home. See, now I just get like three bars. Um, if I move my phone just two feet to the left, I still have the two bars, but at times I'm in my office. I just, I would lose the call altogether that I have to move in, in another part of my home to get the signal back. And when I'm on Wi-Fi calling, if I go outside of my house, right inside, outside the front door, I lose Wi-Fi signal altogether. See, right now I'm back in the room again, and I only getting two bars, so they come in and out. It's, it's standard walls. They're standard walls, sheetrock sheetrock walls in a home.
03:00
Speaker 2
um is there some appliances or maybe the area okay I see okay so this room sir how thick is the wall if you can actually under if you can estimate it okay just give me one moment, let me just go ahead and double check on what have you performed with the previous level two technician, okay? Um, hello, sir, Eric Mori. Yeah. Thank, uh, thank you so much by the way, for, um, patiently waiting on the line. So, I did double check it here, and then since the ticket has been already um, escalated to our level two technicians. And since this is actually the same, um, issue that you were encountering with the previous one, so I will be, uh, escalating the issue directly to our level two technician. Because I already have an approval from them. So, uh just, just to set a proper expectation about the callback process, since all of them are now engaging with the call, so, this is just only a the maximum timeframe. So, the callback may you know, the callback process may take for back about two to three hours. But if there is already an available technician, they will definitely going to go ahead and call you back. Now, the phone number that we have on file, the 404-245-6745. Is this your best callback number? Do you have any other alternative phone number, if in case. Okay, yes. So, thank you so much. I'm sorry, Eric. So, just keep your lines open so that our level two technicians can definitely reach you out, right, you know, right away, whenever they are available. Okay?
03:00
Speaker 1
Yes, I'm here. OK. How long? [silence] Yes, sir.
08:00
Speaker 2
Sir Eric are still with me? [silence] Okay. So, uh, yeah, I have already uh forwarded your ticket. So everything uh should be good, okay? Just just please expect a call back from our level 2 technicians. Have a good one, sir. [silence] Uh, yes, this is just only a maximum time frame that will gonna be 2 to 3 hours, but whenever there is already an available technician, then they'll then they'll definitely call you back right away, okay? Uh sir Eric?
08:00
Speaker 1
You said two to three hours, I should get a call back. Okay, thank you. Thanks. [silence]
09:00
Speaker 2
Yeah, that is only the maximum time frame. But, whenever they are available then they'll definitely call you back right away. Okay? So just keep your lines open. Okay. Thank you so much as well. Have a good one sir. Bye-bye for now. [silence]
09:00