V2 Rubric Detail — 2aa53062-6bf8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 16:01
Duration
7m 12s
Contact
Cristina Newman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication3.75/5
Ownership2.14/5
EscalationN/A
Customer Exp3.21/5
Overall49.0% (-19.0)

V2 Grader Summary

The agent correctly identified the TP-Link router and referred the customer appropriately, with accurate technical information and continuity of history. However, no troubleshooting or setup assistance was provided, and the agent failed to take ownership or ensure the customer had sufficient support resources, leaving the issue unresolved. The interaction was factually correct but lacked resolution progress and proactive ownership.

V1 Case Analysis

Customer inquired about using a TP-Link AX1500 as a replacement for her Linksys MR6350. Agent confirmed the device is TP-Link and advised contacting TP-Link support for setup.

Troubleshooting Steps
  • Requested and recorded model number (AX1500) and serial number (Y259043001824).
  • Identified the device as a TP-Link router (non-Linksys).
  • Provided referral to TP-Link technical support.
Key Observations
  • Agent correctly identified the TP-Link AX1500 as a third-party device and appropriately referred the customer to TP-Link support.
  • No technical inaccuracies were found in the agent's guidance regarding Linksys products or procedures.
  • Agent did not attempt to troubleshoot or configure a non-Linksys device, adhering to KB policy.
  • Communication was inefficient with filler phrases, but technical accuracy was maintained.
Positive Highlights
  • Correctly identified the TP-Link AX1500 as a non-Linksys device and provided appropriate referral.
  • Maintained technical accuracy throughout the call, with no KB contradictions.
  • Professional tone was maintained despite communication inefficiencies.
Agent Errors / Gaps
  • Did not collect customer contact information (phone/email) despite initial script prompting.
  • Did not verify ISP compatibility or network requirements for the new router.
  • Failed to create or cite a HappyFox case number, indicating poor case management discipline.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed the TP-Link router can be used but did not resolve setup, configuration, or connectivity issues; customer left without functional resolution.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed—agent only verified model/serial and referred to TP-Link without testing compatibility or guiding setup.
R3 Met Correct resolution path conf 97%
Agent correctly identified the device as non-Linksys and referred the customer to TP-Link support, which is the appropriate resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause—only confirmed device brand and model.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal systems to verify customer’s prior device (MR6350) and warranty status, which was relevant and appropriate.
T3 Met No misinformation conf 99%
All technical statements (e.g., device is a TP-Link router, support must come from TP-Link) were factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent initiated the call and collected information but failed to set clear expectations or guide the interaction toward a concrete outcome.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated information clearly, and adapted to the customer’s apparent lack of technical knowledge.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately deferred to TP-Link without attempting to assist in setup or provide actionable guidance, abdicating ownership.
O2 Partially Met Proactive follow-through conf 89%
Agent advised calling TP-Link but did not provide contact details, timeline, or follow-up commitment beyond what was on the box.
O3 Met Closure confirmation conf 95%
Agent referenced the customer’s previous Linksys MR6350 and its out-of-warranty status, demonstrating use of prior history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—device is third-party, so escalation to Linksys support would be inappropriate.
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 90%
Agent was polite and professional but did not acknowledge the customer’s urgency (return deadline) or prior frustration with equipment.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a neutral tone but did not adjust pacing or engagement level to the customer’s hesitations and confusion.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition or holds; only required action was for customer to contact TP-Link, minimizing added effort.
Call Transcript16 turns · 16 lines
Speaker 1
Welcome Yeah I called about a month three weeks ago because my [silence]
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. Thank you for calling Linksys. This is technical support. My name is Elie. How can I help you? I've set up on my own before. [Silence] I'm having trouble with n ingress.
00:00
Speaker 1
I sent- I got the modem from you. You I was they sent me one. But- but they said you can either go buy the- the router yourself or buy it from us. I said let me see if I can find one and I did get one but I'm not sure if it's the right one. If not then I have to get one of yours so,
01:00
Speaker 2
Uh, yes, I can, um, answer that question, but let me just, uh, go ahead and double check everything first, okay? Uh, thanks. Since you were advised to get, uh, router or a modem. Okay. Okay. Oh. Okay. Uh-huh.
01:00
Speaker 1
Right. Mm-hmm. Uh Well, they said the modem was it's too old. I needed to get new new equipment. Sookay. This is not from you though. It's from Walmart, I believe. But I I don't know anything about this. I just told them what because the other one I have is from you. The box is from Linksys. But the new one, I don't know what what information do you need uh from the box?
02:00
Speaker 2
Okay. Uh by the way, I I'm speaking with Miss Christina Newman. Okay. Uh let me just go ahead and double check it. So um so you have a problem with the internet connection router. Uh-huh. Oh, okay. Uh can you give me the model number and the serial number of your new router? Oh, okay. Uh the model um model number. [silence] Uh the model you up the model. You have the model number.
02:00
Speaker 1
No, I didn't open it. I didn't open it yet because if it's not right, I need to, okay, here it goes. I need to return it. Uh, model number AX1500. Yes. uh, yeah. Yeah, it is Y259043001824.
03:00
Speaker 2
Uh, AX 1500. Okay. And can you see any serial number information? uh okay uh let me just read it back to you that's Y for Yankee to five nine zero four three zero zero one eight two four. Okay. Uh can you see any brand from this router? Okay.
03:00
Speaker 1
This has a TP- Link. I don't - Thatcher. I mean, I don't know anything about this or mmm. Mmm. Wait a minute. The one I have I don't. Mm-hmm. Mm-hmm. Mm-hmm. Yeah, right right.
04:00
Speaker 2
Oh, okay. Okay. So, um, no, it's okay, Ms. Christina. So the router that you just bought, uh, Ms. Christina, so this is a TP Link router. Now, uh, if you need help to set this one up, since you wanna replace the previous router that you have and that was the MR 6350, correct? Uh, yeah, the previous one that you have or the old Lynx router that you have. I did check the record here. And as per checking here, uh, the previous router that you have is the MR 6350 and it's already out.
04:00
Speaker 1
and tactical. Oh, but is it the right route? Because I have to return it by Monday, because I had it for a couple of weeks, okay. Mm-hmm. Mm-hmm. [silence]
05:00
Speaker 2
uh, [stutter] of warranty. So that's why I believe you decided to get a new router. Uh, this new router that you got or that you just got, uh Ms Christina, this is a TP-Link. Now, for a technician to help you, you need to call the TP-Link um technical support. Yeah. Uh, let me let me check if this is a router or something. Okay. Ah yes. It is a TP-Link. I mean this is a router. You can absolutely use this one. So uh all you just have to do right now is to call a TP-Link technician so that
05:00
Speaker 1
So, okay, is there, I didn't open it yet, so there's a number inside to call, or, cuz I don't know. Oh, yeah, it says tech support. I see an 866 phone number. There's a number there. But it is the right router. It's the correct router? But, is it different from because I see it says, um, it's a Y56 router and Y65 65. 65 1.5 GBPS. That's right. That's right. I have no clue what this means. So this, this is the right one? Okay. Okay, good. Okay.
06:00
Speaker 2
they can help. I can help you setting this one up. Okay? Uh, let me check. Uh, okay. So, okay, that's that. Yes, that's a router. It can, you can definitely use it. Yeah. G-B-P, yeah. Ah yeah, that. Yeah, that's, uh, you, you did really purchase a new router. So, and, uh, yes, you can really use this one.
06:00
Speaker 1
So, I just have to call them, and they walk me through it. Okay, good. All right. Thank you. Okay. For you too. Okay, bye-bye.
07:00
Speaker 2
yes okay, thank you miss Christina, I hope you have a good day
07:00