V2 Rubric Detail — 32a76c8c-6e3a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 12:59
Duration
6m 45s
Contact
Joseph Thomas
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00134273
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall58.3% (+2.3)

V2 Grader Summary

The agent acknowledged the customer’s need for an outdoor wireless bridge, correctly stated that Linksys does not offer such a product, and recommended TP-Link as an alternative. While no deep diagnostics or tools were used, the agent made a reasonable effort to assist within the constraints of product availability. The outcome falls short of full resolution but represents a partial resolution through appropriate third-party guidance.

V1 Case Analysis

Customer asked about outdoor wireless bridge compatibility with Linksys mesh. Agent confirmed Linksys does not offer such a product and recommended TP-Link outdoor access points. Incorrect URLs were provided, and no device details were collected.

Troubleshooting Steps
  • Confirmed Linksys does not offer outdoor wireless bridges.
  • Recommended third-party TP-Link outdoor access point as an alternative.
Key Observations
  • Agent provided multiple incorrect URLs: 'register.linksus.com' at [00:00] and 'linksas' at [00:00], both of which are invalid and not official Linksys domains.
  • Repeated misspelling of 'Linksys' as 'Linksis' and 'linksas' indicates either a significant pronunciation issue or lack of familiarity with the brand.
  • Agent correctly answered the core question about product availability and offered a practical third-party alternative.
  • No product model, serial number, or warranty status was collected, which is acceptable for a general feature inquiry but reflects a missed opportunity for case documentation.
  • Agent failed to provide correct support resources or clarify support eligibility, reducing customer confidence.
Positive Highlights
  • Correctly informed the customer that Linksys does not sell outdoor wireless bridges, answering the primary question accurately.
  • Provided a specific third-party recommendation (TP-Link outdoor access point) which gives the customer a clear next step.
  • Confirmed that a non-Linksys device would create its own network and not integrate with the mesh system, which is technically accurate and sets proper expectations.
Agent Errors / Gaps
  • Provided incorrect URL 'register.linksus.com' at [00:00], which is not a valid Linksys domain and may be a hallucination by the ASR system or agent error.
  • Repeatedly misspelled 'Linksys' as 'Linksis' and 'linksas' at [00:00], which undermines brand credibility and may confuse the customer.
  • Failed to provide the correct support URL (https://support.linksys.com) or local access URLs (http://192.168.1.1, http://myrouter.local).
  • Did not collect any product or customer information, though not strictly required for this inquiry.
  • Did not clarify warranty or support eligibility, even though the call began with an automated message about in-warranty support.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Agent confirmed Linksys does not sell outdoor bridges and suggested TP-Link as an alternative brand, which partially addresses the customer’s request but does not resolve compatibility or setup concerns.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent acknowledged the customer’s use case and offered a third-party recommendation after checking resources, but did not ask diagnostic questions about mesh model, distance, or environment to assess feasibility.
R3 Met Correct resolution path conf 95%
Agent correctly identified that Linksys does not offer outdoor wireless bridges and appropriately directed the customer to a third-party solution, aligning with available support options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent recognized the customer wanted to extend coverage to an adjacent building and identified the need for a non-mesh bridge, showing basic diagnostic reasoning, though no root cause or compatibility analysis was pursued.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent stated they would 'double check my resources' and returned with a brand recommendation, suggesting some use of internal information, though no specific KB, tool, or compatibility check was demonstrated.
T3 Met No misinformation conf 98%
Agent accurately stated that Linksys does not sell outdoor wireless bridges and that TP-Link offers long-range outdoor access points, which is factually correct and consistent with product availability.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow and responded to customer questions, but allowed long silences and did not set clear expectations or structure the interaction effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and avoided technical jargon, adapting somewhat to the customer’s level, but did not confirm understanding or adjust for repeated customer clarifications.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent attempted to assist by researching and offering a third-party option, showing some ownership, but did not follow through with setup guidance or contact details for TP-Link.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a next step—contacting TP-Link—but did not specify how, when, or what information the customer would need, limiting its usefulness.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted, as the inquiry was about product availability and third-party alternatives.
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 86%
Agent was polite and patient throughout, but did not express empathy or acknowledge the difficulty of the customer’s situation or effort in setting up multiple nodes.
X2 Partially Met Tone & rapport conf 87%
Agent responded to the customer’s repeated attempts to clarify and stayed engaged, though communication was somewhat disjointed and lacked active confirmation of understanding.
X3 Partially Met Overall experience conf 85%
Agent reduced some effort by suggesting a specific brand (TP-Link), but left the customer to research setup and compatibility independently without further support.
Call Transcript6 turns · 9 lines
Speaker 1
heya little uh heya good morning Josh uh I'm calling in regards to wondering if you folks sell a an outdoor wireless bridge I have developed a system with three nodes
00:00
Speaker 2
Welcome to Linksis 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.linksus.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be when. Please have your devices serial number and contact information ready. If unavailable, call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling linksas. My name is Josh. How may I assist you today?
00:00
Speaker 1
And I'm going to need to place. I I have an adjacent building that we're trying to get wireless service to and it's been recommended that I use a bridge and I was wondering if you folks sold an outdoor wireless bridge. [silence] Okay, okay. Okay, so go ahead. I'm sorry. Okay. Okay. Okay. So so I, I, I, will, will I be, maybe, maybe you can answer me this. Will I be able to do the if I had a wireless bridge, would that work with my mesh router? And cause and and and and go ahead, I'm sorry.
01:00
Speaker 2
Sure your estimation that the recommended distance between the nodes is 15 to 20 ft so uh however, again, if mm-hmm your main uh yeah, your main concern is if you want to purchase an outdoor device, yeah, we don't have that one, sir. [silence] Uh, it really mm-hmm. [silence] Yeah, it really depends on the brander and and it also depends on the feature of that device. And if you are like thinking like uh traditional range extender or wireless bridge, yeah, I'micester that you can use that one to extend the signal coverage of your
02:00
Speaker 1
I see. So they will separate and and and they won't run over each other. I see. Do you have any recommendations for uh exterior wireless bridge? Sure. Okay. [silence]
03:00
Speaker 2
your mesh devices. However, again, since this different brand or different or non landsafe device is not uses mesh technology, it will create its own network. So, it will not be part of the mesh technology. Yes sir, that's correct. For that one, I, hold on sir. Let me double check my resources real quick. Okay. However, I can like search for a different brand for this Kodak Oplogy of yours. But since we don't have, as I mentioned earlier, yeah, we no longer have this one. So kindly hold on the line, sir. Thank you. [silence] Hello, sir. Thank you for patiently waiting. You're most welcome, sir. Uh regarding with this period, your you say there are actually lots of like devices. So the the one thing I recommend like the brand is go for TP link since they do have this long-range outdoor access point. However, sir, regarding with the set up or the yeah on how to set up their unit, I'm afraid you really need to contact them for and ask them on how to. Oh, it's TP link, yeah, see petr Tom, then petr or Paul. then then it link as in L in K. So yeah, a link.
03:00