V2 Rubric Detail — 367f86ae-81e1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:12
Duration
15m 9s
Contact
+447799664000
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall32.6% (+2.6)

V2 Grader Summary

The agent correctly identified the product as out of scope for Linksys support (met R3, T3) but failed to resolve the issue or provide meaningful guidance (R1 Not Met, O1/O2 Not Met). Technical accuracy indicators align with Assessment 3's authoritative findings (T1 Partially Met, T2/T3 Met). Communication, ownership, and customer experience were severely deficient—agent dismissed the customer without framing, empathy, or next steps, constituting poor call control and unresolved outcome. No auto-zero applied as dismissal was factually accurate, though behaviorally inadequate.

V1 Case Analysis

Customer requested support for non-Linksys legacy system (LTS 120/Lincoln PE 94). Agent confirmed Linksys does not support the device but provided no escalation path, self-help resources, or alternative support guidance.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified that the LTS 120 and Lincoln PE 94 are not Linksys router products.
  • Agent failed to verify the product in any internal database or escalate to a legacy/enterprise team despite customer claims of prior support.
  • No troubleshooting, warranty check, or alternative support path was offered, even though the customer referenced prior support and a Nexus upgrade path.
  • Agent repeated the same statement about only supporting routers without showing empathy or attempting to understand the customer's context.
  • Customer explicitly stated they were given different advice by previous support, but agent did not investigate or escalate.
Positive Highlights
  • Agent correctly identified that the LTS 120 and Lincoln PE 94 are not standard Linksys router or mesh products.
  • Agent collected the model number and serial number as requested, even though verification was not completed.
Agent Errors / Gaps
  • Failed to verify the product model and serial number against any internal or legacy database before concluding it was unsupported.
  • Did not follow standard protocol for handling legacy or off-topic but historically supported products.
  • Provided no escalation path, self-help resources, or alternative support guidance despite customer's clear need.
  • Repeated the same statement without adapting communication or showing empathy, contributing to customer frustration.
  • Did not acknowledge or investigate the customer's claim of prior support and the Nexus upgrade path mentioned.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided no resolution path for the registration key issue and dismissed the inquiry as out of scope without offering alternative support options or troubleshooting steps.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent verified the serial number against internal records (a diagnostic step), but did not explore software activation logs, prior support interactions, or escalate despite customer citing prior support confirmation.
R3 Met Correct resolution path conf 97%
Agent correctly identified the product (Linkum LTS-120/PE-94) as non-Linksys and outside support scope, aligning with company policy on brand and product boundaries.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent confirmed the symptom (registration key not accepted) and asked for model/serial to verify existence in system, but failed to probe deeper into prior support interaction or software context.
T2 Met Appropriate tools / resources used conf 96%
Agent used internal lookup tool to check serial number validity, which is appropriate and necessary for verifying product eligibility in support.
T3 Met No misinformation conf 97%
Agent accurately stated that Linksys does not support Linkum or Nexus products. The KB provided covers only Velop, MX, MR, EA, LN, SPNM, and LGS series; Linkum is not listed as a supported brand.
Communication
C1 Not Met Clear & professional language conf 95%
Agent never framed the interaction, set expectations, or guided the conversation; repeatedly interrupted with 'once again' statements and provided no direction, losing control during customer frustration.
C2 Not Met Confirmed understanding conf 94%
Agent used generic, dismissive language without adapting terminology or checking understanding, talked past the customer's frustration and technical complexity, and provided no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent took minimal ownership—verified product details but refused to assist further, provided no redirection to correct contact, and documented no case for follow-up despite customer's need.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or alternative contacts were provided despite customer's clear need for a resolution path; customer was left without direction after dismissal.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or available; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation was performed and, given the product is from a different brand (Linkum), escalation within Linksys was not warranted.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent's tone was dismissive and lacked empathy—e.g., repeated 'once again' statements, failed to acknowledge customer's frustration over invalidated equipment or prior support advice.
X2 Not Met Tone & rapport conf 95%
Agent maintained a one-size-fits-all tone, did not adjust communication style for customer's escalating concern or technical depth, and kept the customer disengaged.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and model information multiple times due to unclear identification; agent did not consolidate information or reduce repetition.
Call Transcript20 turns · 24 lines
Speaker 1
We've got a client who's got a Linksys 32 system. It's an older version 2.4.4. The registration key is not being accepted. Model number is uh, two seconds. So, I'm a guy that actually runs this to do, because I've got several things here that I'm not sure which is which. Is an Olympus. Does that sound familiar? Okay. Two seconds.
00:00
Speaker 2
welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance. hi, thank you for calling linksys. my name is ven and I'll be your host today mm-hmm What's the model number? Underneath or at the back of the linksys device there should be a model number.
00:00
Speaker 1
Well I just said I I I'm not the the person that does this we're just installing the software that's having problems. I think it's I've got a serial number for something here that I think is probably what we're looking at, which is link am serial number is 0710 11019 0046. And there's a separate sticker next to that.
01:00
Speaker 2
No. the model number is only attached at the back of it. Are you next to the physical device? What's the serial number? 07.
01:00
Speaker 1
22, that helps. Sorry no, it ends in 46, so 0 7 10 1 1 0 1 9 0 0 4 6. It's a link so L T S 1 2 0. Yeah. As I said, it is a potential. I'll tell you what, I don't find this kind of uh. Two seconds. Ah, David, can I get you to check something for me? He's looking for the Lynx serial number. I presumed it was that. Is that? [silence]
02:00
Speaker 2
I see. Thank you. Thank you so much for that one. Etc. LINCOM. With that serial number, there seems to be no record pertaining it on our end. What about the model number? just to confirm, you're currently speaking with Lynxis technical support, is the unit that you're currently describing a router, or a rooter? [silence] I see. [silence] I see. [silence] However, I'll set your expectations that we not... we do not deal with a unit Lyncom LT-S 120, and
02:00
Speaker 1
Okay, this is a legacy system, just so you're aware. Uh, it definitely says linked system material. Yeah. Yep. It's got serial, different serial number for this as well. There's a, yep. serial number for on one of the discs is different. That helps. This is a legacy one. That's an older. But they're all in the same thing. Yeah. Nope, not that we're aware of. It's, as I said, it is a legacy system. just needs installed with original software and it's a registration key that I think you guys have to provide because sometimes gets changed for some reason okay so the time to uh tells us before we install the the software unfortunately not an update it's it's using the existing it's using existing software we phone support beforehand to uh check before we re Imaged machine we were told as long as it was the same machine the registration key that existed which we have a copy and a picture of would work we were advised if there were If it wasn't like uh there's a new system called nexus but from what we were told uh the registration key the software provided by yourself would still work as long as it was the same machine it's the same machine
04:00
Speaker 2
[silence] [silence] Go ahead. The Lincoln PE 94. While such expectations, Linksys does not have any kind of models in regards to a Lincoln PE 94. Once again, Linksys
05:00
Speaker 1
Okay, so, uh, this is, again, lab computer. It's software that you provided and we have the documentation to say that you absolutely did support this. Uh, I've got the this in front of me. Yes, but once again, we phoned you beforehand for this because we knew it was an older system and we checked with somebody from support and their exact quote on this was, because we told them we had to re image your machine that we couldn't get a backup for it, so like re imaging is final. They said that as long as it's exactly the same machine, it should be activated by the same registration key. Okay.
07:00
Speaker 2
And that's only deals with routers switches, or any kind of models that regards with internet. [silence] Once again, if the unit [silence] [inaudible] Once again, if the unit is a legacy model, we no longer support legacy devices, or as you mentioned with the software.
07:00
Speaker 1
So it is exactly the same machine as quoted by your support. And we've used the same registration key, which was advised by your support to install the software. So, if we've done something on the back of what was advised by your support, that has now invalidated a company's lab equipment on software that you provided, I'm sorry, but that onus is on you. If you don't support it, then all you have to say at the start is, We don't support it. And then we could have told the clients, We can't do this. Okay. That is not what we were told by yourselves. Also, I have to point out as well that the guy that I spoke to originally on the support was well aware of the systems that I was speaking about when I spoke to him. So, I'm not quite sure why. So, I'm guessing you've currently.
08:00
Speaker 2
Sure. Once again, linkages only deals with
08:00
Speaker 1
They, they supported these up until a certain point and then you know just giving us wrong advice, which has now just invalidated someone's actual med, uh laboratory equipment. Is that correct? Is that a good understanding? Yeah, yeah, yeah, but I'm going to ask you again. When we phoned your support, why were we not told that when we discuss this with your support previously? Why were we given a completely different advice and also offered another product as well? [silence] [silence] [silence] [silence] [silence] [silence] [silence] I do not remember the phone number I watched. No, is there a three number similar to what I've just picked up here. We do also have other suggested.
09:00
Speaker 2
Once again, sir. Linksys only deals with routers. We do not deal with any kind of lab equipment. When you initially phoned us as well just to also reconfirm was the phone number that you may have dialed. Was it 07799 66 400? I see.
09:00
Speaker 1
Numbers, which is an 117 three numbers. Because the link to our software registration, which has a number on it. I don't know if that's still in valid. Valid. We also have an email from yourselves regarding the equipment, and also the offer to get Nexus, which is your nex available upgrade for the software. But our simple query, and I don't know why you don't seem to be acknowledging this. If we call you and ask you something about whether a computer can be re-imaged, which is the very final thing and explain the details, then if you don't support that equipment, and you don't support the software, and that you know it's not going to work, then you have a responsibility to tell us that before we go ahead with an action so that we can feed back accurate information to our customer. From what I'm gathering from this, although you are avoiding the
10:00
Speaker 2
Just to reconfirm as well, the units you've been inquiring, is it the LTS 120 and the Lincoln PE 94?
11:00
Speaker 1
just install those that we had and with the registration key that we had that once it was rebuilt this as long as it was the same computer, which was the the big stuff that we'd asked beforehand that it would just work it would activate off that. They did say that if it didn't work we we could no longer generate keys, but they have said that it would work. We do have the original key and the original key does not work. And saying we don't support something, it's fine if you told us all that before we went and installed and went ahead with this, but the problem is your support has said that so you now put us in a position that we need to find out what's happening. Yeah, that's fine. Can you put me into somebody that deals with
12:00
Speaker 2
mmhmm. I see. However, sir, I do have to set your expectations that currently you are speaking with a Linksys support technician which only deals with routers. And, if you're currently enquiring No. If you're inquire regarding about Linkum, it may be a, I'm sorry, you're inquiring about Linksys. Linkum is a completely different brand and a completely different company and Nexus is also part to it. Linksys, on the other hand, completely and only deals with routers. No. Once again, we only deals with routers. We really do not have any information about Linkum, but once again, Linksys.
12:00
Speaker 1
So, can you just confirm that there are nothing to do with yourselves. Perfect.
15:00
Speaker 2
Yes, that is correct.
15:00