V2 Rubric Detail — 2fbcb18e-7c00-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 01:39
Duration
9m 19s
Contact
909-519-3187
Issue Type
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall3.3% (-16.7)

V2 Grader Summary

The agent delivered a scripted, one-way Cognitive Mesh setup monologue without diagnosing an issue, engaging the customer, or demonstrating ownership. Technical inaccuracies included non-existent model names and an invalid 'here button' method. No troubleshooting, empathy, or call control was shown, resulting in an unresolved interaction.

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 Not Met Issue actually resolved conf 98%
Agent delivered a generic setup monologue without addressing any specific customer issue or confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting performed; agent jumped straight to instructions without diagnostic steps.
R3 Not Met Correct resolution path conf 96%
No assessment of warranty, product status, or appropriate resolution path; assumed setup scenario without customer input.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools were used or needed; call was a one-way setup monologue with no interactive troubleshooting.
T3 Not Met No misinformation conf 95%
Agent referenced non-existent models 'C200 series', 'ML 1100 V2', and 'LRT-2100 version 2', and incorrectly cited the 'here button' as a setup method, which is not in KB for Cognitive Mesh.
Communication
C1 Not Met Clear & professional language conf 96%
Agent launched into a monologue with no framing, expectations, or call control; no transitions or pressure management observed.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms like 'parent node', 'solid blue light', and 'pair button' without checking understanding or adapting language.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent demonstrated no ownership; did not acknowledge a case, take responsibility, or follow through on any commitment.
O2 Partially Met Proactive follow-through conf 88%
Agent provided step-by-step instructions but gave no timeline, follow-up, or commitment for next steps.
O3 Not Applicable Closure confirmation conf 98%
No prior case history or handoff; this was a first-contact style interaction with no continuity needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted; the call was a basic setup monologue with no unresolved issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy, acknowledgment of frustration, or patience; tone was entirely transactional.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt tone, pace, or engagement to customer; delivery was flat and unresponsive.
X3 Not Met Overall experience conf 95%
Agent added unnecessary generic steps instead of streamlining; no effort to reduce customer repetition or complexity.
Call Transcript2 turns · 5 lines
Speaker 2
welcome to links this 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 while waiting you may also visit support.linksus.com for more information about your product. [silence]
00:00
Speaker 1
To set up your recent cognitive mesh Wi-Fi system. The here button provides the simplest and fastest way to get your system up and running. The here button setup is only applicable for the following Linksys models, connect and mesh series and LRT-2100 version 2. [silence] for education purposes, a parent node is a router or node that is connected to your modem or modem router. Meanwhile, a child node is an additional Texas electronic mesh node or router that you can extend your Wi-Fi network. First, enter all of your equipment in the same area as your modem. After the nodes are set up, you can reallocate your child nodes as needed. Next, power on all your nodes. Position them close to each other. If any of the nodes do not have a solid blue light, reset them by holding it for about 15 seconds, then release until the light becomes solid blue. Next, connect to the blue light. If you have a non Wi-Fi modem and a separate Wi-Fi router, remove the existing Wi-Fi router. Just power cycle your modem in waiting for your modem, reboots before you go to the next step. You can also proceed to the next step if you have a modem and router in one device. Now, connect your modem to the port labeled internet on your home wireless router. This is done. Hit the pair button to start the setup process. For all C200 series, the button is located in between the reset button and all the open network to device. For ML 1100 V2, the pairing button is written just above the reset button at the end. Now, hit the pair button for at least one second. Just take note that a quick tap will not work. The light on the router will begin blinking. Wait until your router stops This indicates that the router has been configured as a parent router and it is now online. It is powered on any child nodes, wait for the light on the child nodes to turn solid white as well. Once all your nodes have a solid white light, your Wi-Fi is ready to use.
05:00