V2 Rubric Detail — 336e7d1a-7036-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 01:35
Duration
5m 15s
Contact
Thomas Murray
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00134703
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided meaningful troubleshooting, offered no solution, and allowed customer to end call prematurely without attempting resolution or escalation.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to engage in any meaningful troubleshooting, offered no technical guidance, and prematurely ended the call without resolution, escalation, or next steps. The interaction reflects clear avoidance of responsibility, warranting an auto-zero for evasion. All core indicators are rated Not Met due to complete lack of technical, procedural, and customer service follow-through.

V1 Case Analysis

Customer reports Linksys app shows no internet despite devices having connectivity; agent asked for model/serial but gave no further assistance.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect required device information (model/serial).
  • No troubleshooting steps were offered for the app connectivity problem.
  • Call ended without a clear resolution or next-step plan.
Positive Highlights
  • Polite and courteous tone.
Agent Errors / Gaps
  • Failed to gather essential product details.
  • Did not provide any troubleshooting or self-help guidance for the reported app issue.
  • Did not set expectations or offer escalation/return options.
  • Closed the call without confirming a resolution or next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended the call without resolving the app connectivity issue or offering any solution, workaround, or escalation path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent only requested model/serial number and did not attempt to diagnose the app issue.
R3 Not Met Correct resolution path conf 96%
No resolution path was selected; agent did not suggest self-service, escalation, or alternative access methods despite the app failure.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked only for model/serial number and did not conduct any diagnostic process to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use available tools such as web browser access (http://192.168.1.1 or http://myrouter.local) which could have diagnosed or bypassed the app issue.
T3 Not Met No misinformation conf 94%
Agent stated 'there's an issue with the app right now' without confirming a known outage or providing KB-backed information.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked structure, framing, or call control; agent did not set expectations and allowed abrupt termination.
C2 Not Met Confirmed understanding conf 95%
Agent used fragmented, unclear language and did not adapt communication style or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership, made no effort to resolve, and allowed customer to disengage without follow-up.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or commitments were provided; customer was left without direction.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
App connectivity issue persisted and agent failed to escalate despite likely need for higher-level support or engineering.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was executed; therefore no details, team assignment, or customer notification occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration; closing was dismissive and impersonal.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer's tone or pace; communication remained disjointed and failed to maintain engagement.
X3 Not Met Overall experience conf 96%
Customer repeated information unnecessarily and was not guided through any useful steps; agent increased effort rather than reducing it.
Call Transcript9 turns · 9 lines
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's serial number for assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number for assistance. Press one now. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options are available. Thank you. One of our representatives will be with you shortly. We value your time, thank you for waiting. Please note that wait times may app may apply based on your requirements. [silence]
00:00
Speaker 1
Yes Thomas Murray uh I in a couple years yes so I have a I have a Linksys system I'm I'm looking for access via my iPhone so I'm working from my iPhone I'm connected to my local network but when I open up the Linksys app which I've used without having issues but I did get a new phone probably a couple months ago I haven't been in the app probably since then so perhaps it's related but when I open up the app it's telling me that the name of my network
01:00
Speaker 2
Thank you for calling Linksys. My name is Nathan may know who am I seeking. Thomas Murray addition consultation and counseling. That's the first time calling us Thomas. mm. All right. and then we'll find what it's about. uh huh.
01:00
Speaker 1
my residence is glad tidings, and I know I'm on it because when I go to the settings of my phone and the Wi-Fi, it shows I'm connected, but the Elgus app is, okay, so the Elgus app is saying glad tidings has no internet connection, which doesn't make sense, um because, yeah, exactly and and I know that the computers have internet, like, it's not just like the app, I think, is, you know, something's off with the app. I've tried logging out, logging in. I just set my reset my password. So yeah uh yeah let me find out I don't remember where it is, let's see
02:00
Speaker 2
Mm-hmm. right. Mm-hmm. yes. there's an issue with the app right now. can you give me the model of the router and the serial numbers now? let's take a look.
02:00
Speaker 1
uh uh hell well honestly ah oh I mean honestly I've
03:00
Speaker 2
Hello. Elaine says, go ahead. It's OK. No, no, it's OK. It works. OK. Nice to be here.
04:00
Speaker 1
that's my that's my problem they're not like this anymore okay well I appreciate your help sorry to bother all right have a good one thanks you as well thank you
05:00
Speaker 2
That's all right. Anytime. Anytime. Thanks, Thomas. And have a nice good day. Bye. Bye for now.
05:00