V2 Rubric Detail — 1f17f16c-6a54-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 13:54
Duration
13m 10s
Contact
Linston Starks
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133595
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: : Cant connect to the WIFI

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.2% (+28.2)

V2 Grader Summary

The agent accurately informed the customer that remote access via the Linksys Smart Wi-Fi app is discontinued. However, they failed to offer local access as a viable alternative, did not troubleshoot or explore the customer's actual need, and allowed the customer to abandon their purchase without providing a path forward. While technically correct, the response lacked proactive support and customer guidance.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent correctly stated remote access is discontinued, but failed to offer any alternative path (e.g., local access via browser) or confirm understanding, leaving customer to return product.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps taken; agent did not verify device model, firmware, or attempt to guide customer to local access as a partial solution.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the limitation but did not attempt best-effort guidance (e.g., explaining local access) before allowing customer to abandon purchase.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for repetition but did not probe into device type, usage context, or attempt root cause analysis beyond surface question.
T2 Met Appropriate tools / resources used conf 90%
No tools were required for this informational issue; agent provided correct KB-based answer without misusing tools.
T3 Met No misinformation conf 95%
Statement that Linksys Smart Wi-Fi remote access is discontinued is factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded politely but did not set expectations, frame the interaction, or guide the customer beyond a single response.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm customer understanding or adapt messaging after customer expressed intent to return product.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the call from start to finish without transfer or avoidance.
O2 Not Met Proactive follow-through conf 90%
No next steps offered (e.g., 'you can still manage locally via 192.168.1.1') or timeline for follow-up; customer left with no actionable path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this informational query.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I'm so sorry' but did not acknowledge customer's investment or frustration at having purchased nodes for a discontinued feature.
X2 Partially Met Tone & rapport conf 85%
Agent maintained tone but failed to adjust when customer expressed disappointment and intent to return product.
X3 Partially Met Overall experience conf 85%
Agent gave direct answer but missed opportunity to reduce effort by offering local access workaround, leading to product return.
Call Transcript6 turns · 7 lines
Speaker 2
Welcome to Lynkses 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.lynkses.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty product, 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. Hi, thank you so much for calling Linksys. This is trust canahow.
00:00
Speaker 1
Yeah. So I was trying to find out, um, am I able to still access, uh, my notes from a different location? [silence] Am I able to use my, um, Internet or my phone with a Linksys Smart Wi-fi app to access my notes in another location? I haven't been more than one location.
11:00
Speaker 2
I'm so sorry. Can you repeat the question? Well, for that, sir, before you could do that. But right now, since the links to Linksys Smart Wi-Fi remote access has been discontinued, then that option or that feature is no longer I mean no longer available.
11:00
Speaker 1
I think I, um, so you don't have any, uh, written in the description. Go ahead. Okay. So I just bought these nodes, so I guess I'll just, I'll just send them back because that was the purpose of me buying them so I could have remote access. So there's no option other than, so is Lynsis getting out of the node business or? [silence] Okay. [silence]
12:00
Speaker 2
No, sir. It's just the Linksys remote access has been discontinued. Only local access where you can access the settings.
12:00
Speaker 1
Okay, then. Well, thank you.
13:00