V2 Rubric Detail — 29217db6-5f34-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 10:08
Duration
13m 47s
Contact
Anita Shanks
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00131999
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall29.0% (-27.0)

V2 Grader Summary

The interaction ended without resolution as the customer abandoned troubleshooting. While the agent showed partial ownership and communication effort, they failed to provide accurate technical guidance, use appropriate tools, or reduce customer effort during model identification. Critical inaccuracies (e.g., 'Verizon modem') and lack of diagnostic progression resulted in an unresolved outcome.

V1 Case Analysis

Customer Anita Shanks inquired about reusing WHW03V2 and SPNM55 devices as Wi-Fi boosters with BT. Agent misidentified SPNM55 as SPMX55, provided inaccurate information about fees and Verizon, and failed to guide setup. Customer declined further assistance.

Troubleshooting Steps
  • Collected customer name, phone number, and email.
  • Attempted to identify device models but misidentified SPNM55 as SPMX55.
  • Asked about BT router brand but provided no configuration steps for access point or extender mode.
Key Observations
  • Agent misidentified SPNM55 as SPMX55, leading to incorrect assumptions about device compatibility.
  • Agent introduced irrelevant topics (Verizon modems, satisfaction fees) that do not align with Linksys support policy or the customer's context.
  • No KB articles, setup guides, or self-help resources were provided despite the customer's clear intent to reuse the devices.
  • Customer ended the call frustrated and chose to discard the devices without a resolution.
Positive Highlights
  • Collected customer name, phone number, and email accurately.
  • Created a case in the system and provided a case number for future reference.
Agent Errors / Gaps
  • Misidentified SPNM55 as SPMX55, a critical error affecting troubleshooting and device compatibility guidance.
  • Incorrectly referenced Verizon modems, which are irrelevant to the UK/BT context and Linksys support policy.
  • Introduced non-existent 'satisfaction fee' and installation fees, misleading the customer about Linksys policy.
  • Failed to collect the second serial number, violating protocol for device verification.
  • Did not provide any self-help resources (KB articles, setup guides) after determining paid support wasn't applicable.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly stated 'I'm not going to bother' and abandoned the setup attempt; no resolution or functional outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent collected model numbers and ISP info but did not guide the customer through any diagnostic steps (e.g., checking firmware, mode settings, or placement) to use the devices as extenders.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged the customer’s ownership of the devices and suggested trying setup with BT, indicating willingness to assist despite OOW status; however, no concrete path (e.g., Access Point mode, firmware check) was provided.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified the change in ISP and confirmed model numbers (WHW03V2, SPNM55), but failed to ask key diagnostic questions about current configuration or prior extender use.
T2 Not Met Appropriate tools / resources used conf 90%
No KB articles, remote tools, or admin interface checks were used; agent relied solely on verbal exchange without consulting documentation for compatibility or setup steps.
T3 Not Met No misinformation conf 95%
Agent incorrectly referenced 'Verizon modem' (customer uses BT) and claimed 'the router is free of charge' — both factually inaccurate and unsupported by KBs.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created a case and offered a case number, showing some structure, but failed to set clear expectations or maintain control as the call drifted toward abandonment.
C2 Partially Met Confirmed understanding conf 75%
Agent attempted to gather information despite poor connection, but used confusing phrasing (e.g., 'SPN man') and did not adapt to customer’s difficulty identifying models.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent created a case and offered ongoing support if the customer changed their mind, showing some ownership, but did not proactively pursue resolution before customer disengaged.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a case number and invited future contact, but gave no specific next steps or timeline for action, leaving the path forward vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the customer declined further troubleshooting.
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 80%
Agent said 'I really suspect your decision' (likely meant 'respect'), acknowledging the customer’s choice, but did not validate frustration over paying for a non-transferable booster.
X2 Partially Met Tone & rapport conf 78%
Agent persisted in gathering details despite connection issues, but maintained a procedural tone without adjusting pace or clarity to reduce customer confusion.
X3 Not Met Overall experience conf 96%
Agent repeatedly asked for serial/model numbers the customer struggled to locate, causing unnecessary repetition and effort without offering alternative identification methods.
Call Transcript24 turns · 26 lines
Speaker 1
Uh hi. I had, I've got two uh link seeds, um extender things. Um, I've moved house and changed my Wi-Fi. Sure. Can I still use them on my new Wi-Fi? Uh I've I've changed provider of my internet and they that it was with community fiber and they originally provided me with one of the link seed things. And now and I had to buy another one. Oh. Um ^I'm
00:00
Speaker 2
welcome to ** link **** support to assure quality service your call may be monitored please remain on the line for assistance. Yes hi thank you for calling link **** support this is Ruby how can I assist you? You mean the what do you mean that you can if you can use still use the new Wi-Fi like you mean the uh-huh
00:00
Speaker 1
I've now moved house and I've got a different ISP. Can I use the router extender? Can I now?
01:00
Speaker 2
Uh-huh. Okay, so you are trying to explain that your um old Internet service provider was Community Fibre, and you are now transferring to a different ISP. Hello, ma'am. So, you have a new internet service provider, and then you want to set up the router to this new ISP, to a new internet service provider. Uh, by the way, ma'am, I I cannot hear you, like there's no sound from your end. Yeah, you're cutting in and out. I cannot hear you. Can I have your
01:00
Speaker 1
British Telecom. I just, I just, I just, I just, I just, I just, I just, I just, I just, I just want to use it as a booster in a different room. So I, uh, I don't think they'll call them an extender or something. Do you?
02:00
Speaker 2
phone number just in case we get cut off then I can call you. [silence] Uh, sorry, the line is cutting in and out again, can you repeat the number? Uh-huh. Okay, so this is for UK, so it's 0479 3133 9061, right? Okay, um, thank you ma'am. Who is the new internet service provider? British Telecom. And the link's it's router, uh, let's check.
02:00
Speaker 1
Well, one was, and then I had to pay for another one. I had to pay for the booster. Okay. Yes. Anita. Yeah. Yeah. Shanked. Sierra, Sierra, hotel. Alpha.
03:00
Speaker 2
So this Linksys router and that you want to set up as a booster to this um British Telecom this router was bundled from Community Fibre uh let's try but we can try to add or let's check after okay mm let me ask ma'am if this is your first time calling Linksys okay so allow me first to create your record on the system so I need to gather some of your information to create that case so I have your best contact number may I have your first name it's Alpha Nancy India Tango Alpha Anita right and the last name
03:00
Speaker 1
November, Kilo, Sierra, Anita Shanks, R-M-Y name, one at hotmail. com. Yes. Yes. Yeah. So I've got one that says linksif Velop, tri and mesh.
04:00
Speaker 2
I thank you. And how about your email address? M-hmm. Okay. So let me repeat. It's your first name. So Anita Shanks1@hatmail.com. Okay. And right now your internet service provider is British Telecom Bt. Okay. And you have two linksis router. Can you provide to me the model number? Uh, the two linksis router ma'am have the same model number. What's the model.
04:00
Speaker 1
I don't know. Where will I find the model? Um, unit. Hold on. Okay. Serial number is 30. Sorry. 30 S 20 M 54 C 00800. No. 30. No, no. 30 S for Sierra.
05:00
Speaker 2
at the bottom of the device, it says SKU, labeled as SKU. or you can provide the serial number Instead. let me repeat. 30F for Foxchit 0-0M for Mike five, four, C. O. k. uh, and, d
05:00
Speaker 1
Do you just ask me for that? I can't see. I've got something that says Mac, S M unit UPC and then F G something or other. So there is, that's all I've got. the other, the other serial number. I've got, the other thing, the other number on it. is Mac. Do you want that number? That's the one I just gave you. oh sorry, I've be,
06:00
Speaker 2
Let me check if I can check. Yeah, I can see the model here. What's the other serial number? Cause you have two. [silence] [silence] Not the Mac address, but the S N stands for serial number. Uh, yeah, it cause you said you have two Linksys router.
06:00
Speaker 1
Pardon. Okay, the other one is... Oh, I've got the model number for the other one. Is S for Sierra P N M X 5 5. No, I don't think so. I don't know. It doesn't say. It doesn't. It has a different bottom to it than the other one. Yep. It has the serial number I get. Oh, sorry, sorry. I found the model number. W H W zero 3 V 2. [silence]
07:00
Speaker 2
I, what's the model number for the other one? Okay, SPMX55. Then the other one is also SPMX55. Well, what? But is it a Linksys brand?
07:00
Speaker 1
Well, I I moved nearly two months ago. So it was, it was being used for a couple of maybe a couple of years or something. I mean, if it's no good, I'll throw it away, but it seems a waste. Yeah. Yeah yeah yeah it's there, it's there, it's the brand.
08:00
Speaker 2
Okay. How long have you been using this, S.P.N.M.? Okay. So since you want, yes, ma'am, because you are moving to British Telecom and you want to add this one as a booster. Okay. So since you are trying to add this one as a booster to your extended British Telecom, you have a modem from British Telecom and you have also a router from British Telecom. What's the brand of the router from BT?
08:00
Speaker 1
and it's BT yeah one device that the telephone is plugged into and it is a BT yeah Yeah that is correct No I mean that's that's what I'm trying to that's what I'm trying to find I you're gonna tell me it doesn't work. I'll get rid of it, but it just seems a waste. But I'll I'll just get rid of it. Yes, but the the point is, I don't want it in the same room as the modem because I need it to boost it. I need it in another room. When I when I had it before the booster, it was for my it went into away from the um from the the modem or router whatever it's called to to boost the signal. Yeah.
09:00
Speaker 2
Um, I cannot try tell you right away that if it will not work. We can try to set it up using uh into the British telecom modem. Is the modem from BT already activated? Is it already working? Okay. cause you have one SPN, one WHW man. One should act as a main node or a main router. So one should be wired to the British telecom.
10:00
Speaker 1
Yeah, okay. Okay, I see what you're saying. You know what? I think I don't, I think I'm just going to forget it. I think I'm just going to forget it. Is there anywhere I can recycle these things? [silence] Yeah, but they made me pay extra for the booster when it wouldn't work, so that's why I was thinking, well, I paid extra and they said I could have got a booster from any, I realized afterwards I didn't have to buy the one that they suggested. So they, I, that's why, I don't expect their modem to work with my BT thing. I don't care about that, but I also don't want to waste this thing.
11:00
Speaker 2
uh verizon modem? uh -hun the other one will act as a booster? yeah we can try to set it up. but uh-huh uh for this one man. you cuz usually if community fiber is like bundling a device so it's already paid from community fiber. uh okay okay um cuz I well I mhm uh yeah well the only option that you have [silence] uh the router is free of charge. [silence] yes [silence] uh so you can set it up by yourself. [silence] and then the only thing that you will pay for is the installation. [silence] but if you are doing installation that means you are making this a permanent solution. [silence] oh okay um because uh if we do any kinda setup on that and you move out you know you have to become an active service before you can transfer. [silence] we no longer do that uh in satisfaction fee if it fixed any issues though it still applies. [silence] does that meet your needs? [silence] yes. for example, you want, uh, if you can sell this one to all your friends, it's up to you, but we can try to set it up first into BT modem. We can try, we can just try one, uh, well, there's no harm in trying. We can try. So, do you want to proceed, man, to set it up into the BT modem or? Uh-huh. Oh, how about this one? Uh-huh. Because you, I already created your case on the system. If you change your mind, for example, you contact British Telecom, you can ask them if it will work under modem, okay? Because you don't want to proceed with uh, setting up or that troubleshooting. And then, once the [noise] and don't like
11:00
Speaker 1
Okay. All right. Okay. No, I'm gonna, I'm, I'm, honestly, I'm not gonna bother. I, I, I know what I'm like. I know that I won't, once I've decided not to bother, that's the end of it for me. Okay, thank you very much. Okay, bye-bye now. Bye.
13:00
Speaker 2
Yes, that it will work on their modem. You can always give us a call. for assistance, it's up to you. I will provide your case number so if you change your mind, you can give us a call and provide this case number. Okay? You have pen and paper right there? Oh, oh, I see. out, no worries, ma'am. I really I really suspect your decision. Well, if that's what you want. Okay, but again, if just in case you change your mind, just give us a call. You're welcome. Bye, Ma'am.
13:00