V2 Rubric Detail — 36e86858-66ad-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 22:22
Duration
10m 43s
Contact
Lesley Starbuck
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133326
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: product compatibility
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall58.3% (-3.7)

V2 Grader Summary

The agent resolved the customer’s immediate request by advising them to unplug the Linksys router, which the customer confirmed. However, no diagnostic steps were taken to verify the root cause of the reported freezing, and the agent accepted the customer’s assumption without investigation. While the resolution was correct for the stated goal, the lack of troubleshooting and unnecessary data collection (serial number) limited the technical rigor of the interaction.

V1 Case Analysis

Customer reported internet freezing and wanted to disable Linksys MR6350 router. Agent confirmed solid-blue LED and advised unplugging power or Ethernet cable to disable the router. Customer accepted and confirmed the blue light turned off.

Troubleshooting Steps
  • Verified router model (MR6350) and LED status (solid blue).
  • Advised to unplug power or Ethernet cable to disable the router.
Key Observations
  • Agent initially misidentified the model list (MR150, MR420OCE5) despite the customer clearly stating MR-6350 at [03:00].
  • Serial number was garbled in transcription but agent attempted to capture it; likely ASR artifact.
  • No warranty verification, case creation, or follow-up path documented.
  • Agent repeated instructions multiple times without confirming customer understanding, contributing to poor communication.
  • Technical advice to unplug the router was accurate and aligned with the customer’s goal.
Positive Highlights
  • Correctly identified the solid blue LED as a sign of normal operation, consistent with MR6350 KB.
  • Provided technically accurate guidance: unplugging the router’s power or Ethernet cable will disable it and allow direct modem use, which aligns with the customer’s request.
  • Confirmed the customer’s action (unplugging) and observed the LED turn off, validating the outcome.
  • Allowed the customer to perform the action live on the call, demonstrating real-time support.
Agent Errors / Gaps
  • Incorrectly listed possible models (MR150, MR420OCE5) instead of confirming MR6350 as stated by the customer.
  • Failed to capture or verify serial number accurately; repeated an ASR-distorted version without correction.
  • Did not verify warranty status or create a HappyFox case despite collecting customer contact details.
  • Provided no probing questions to assess whether the router was actually causing the issue or if it was a modem/WAN problem.
  • Repeated instructions redundantly without confirming customer comprehension or offering structured next steps.
  • Used informal and unprofessional terms like 'Lynx Swatter' and made an off-topic joke about 'Starbuck' and coffee, undermining communication professionalism.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
The customer wanted to stop using the Linksys router because it was 'fighting for space' and causing internet freezes. The agent correctly advised unplugging the power or Ethernet cable, and the customer confirmed the blue light turned off and expressed satisfaction.
R2 Not Met Diagnostic thoroughness conf 95%
The customer reported freezing every 10 seconds, but the agent did not perform any troubleshooting (e.g., checking connection stability, suggesting a power cycle, or verifying if the issue was with the router or ISP). Instead, the agent immediately accepted the customer’s assumption and advised removing the device.
R3 Partially Met Correct resolution path conf 90%
While the agent provided a technically correct action (unplugging the router), they failed to assess whether the router was actually the cause of the problem. The resolution path skipped basic diagnostics, which is expected even for out-of-warranty devices under the OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
The agent did not identify or validate the root cause of the freezing. No diagnostic questions were asked about the nature of the freezes, affected devices, or network setup. The agent assumed the router was at fault without evidence.
T2 Partially Met Appropriate tools / resources used conf 85%
The agent did not use any diagnostic tools (e.g., checking firmware, signal strength, or logs) despite the customer reporting ongoing performance issues. While the final action was simple, the lack of tool use to verify the issue means the agent missed an opportunity to confirm the diagnosis.
T3 Met No misinformation conf 95%
The instructions to unplug the power adapter or Ethernet cable were technically accurate and consistent with how to disable a router. No incorrect technical information was provided.
Communication
C1 Partially Met Clear & professional language conf 85%
The agent collected necessary information but did not set clear expectations, frame the interaction, or manage transitions smoothly. Multiple silences and repetitions indicate poor call control.
C2 Partially Met Confirmed understanding conf 80%
The agent used simple language but referred to the device as 'Lynx Swatter' and 'Lynx router', which could confuse the customer. Comprehension checks were minimal, and adaptation to the customer’s pace was inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 95%
The agent owned the call from start to finish, did not transfer, and followed through by confirming the solution worked. No unnecessary handoffs occurred.
O2 Met Proactive follow-through conf 95%
The next step—unplug the power or cable—was clear, actionable, and completed during the call. No further follow-up was needed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
The agent was polite and cooperative but did not explicitly acknowledge the customer’s frustration or the impact of repeated freezing. Empathy was present but generic.
X2 Partially Met Tone & rapport conf 80%
The agent matched the customer’s informal tone but did not adjust for confusion or ensure understanding after key instructions. The customer had to repeat requests, indicating engagement gaps.
X3 Partially Met Overall experience conf 85%
The agent required the customer to locate and repeat the serial number, which was unnecessary given the final resolution did not depend on warranty status or model-specific diagnostics.
Call Transcript19 turns · 20 lines
Speaker 1
[silence] Hi, my name is Leslie Starbook and I have a Linksys something here. I don't know what it is called. And things are plugged into it that I think I need unplugged because my internet is freezing. [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, 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 [ Customer Representative's Name]. How can I help you?
00:00
Speaker 1
Okay. I know I'm on the back. I have to find out which one is the serial number. Does it delete? Come on Mac or SIN? No, it's S slash N three. Good. S slash N. Let me get to the light. S slash N 3 4 N. Up like that. Okay, that's the serial number. We got that down. Okay.
01:00
Speaker 2
Sure, but I have to have the serial number first, off your linksys product. The S-N. Yes, dot S-N is the serial number. Yes, that's the serial number. [silence] Sure. But I have to have the serial number first off your Linksys product. The S-N, yes, the S-N, is the serial number. Yes, that's the serial number. [silence]
01:00
Speaker 1
one Q.M two seven A zero or a zero five two six seven. Yes. Thank you. I think this is the only one. Oh, hold on, hold on, hold on.
02:00
Speaker 2
So let me verify again. Your Linksys router serial number is T34N for Nancy, 10M for Mike, seven A4 Alfa, 0, 052675. All right, let me check our system first. How many of these Linksys products you have? All right. So your Linksys model is MR150, MR6350, MR420OCE5.
02:00
Speaker 1
Um, where would I find that? Oh, wait a minute. It's such small. Let me get my magnifying glass. I have MR-6350. That's, yes. Yes. The color of the machine of the box? Black. With a blue, with a, there's, there's a blue light in the front, small. Yes. [silence].
03:00
Speaker 2
Yes. That's the model of your linx. is now. What's the status of, of its LED, it's light, the color of it? The router others, there's an LED light on it. Can you check what it's that's a solid blue light. All right. This is showing a solid blue.
03:00
Speaker 1
Okay, I, I, I'm telling, I don't want the Lexus anymore, because I have a spectrum. I have everything spectrum. And this, this apparently, this, this, Lexus is fighting for more space on my computer, and I'm freezing every 10 seconds. So I, they told me to get rid of the Lexus and to turn it off. Now, is there any, there is one connection between Lexus and something that I got from Spectrum the other day, and it's a wire that goes from, that says internet, go ahead.
04:00
Speaker 2
Green light? I don't think there is any problem with your router, unless your router's light is showing a red or purple light. Okay. Alright. Ma'am, since you just want to remove your wireless router,
04:00
Speaker 1
Okay, all right, hold on. I, I, well, that's the internet line. There is one, one cable that's going to the ethernet on, on one modem on my spectrum and it's going to the, internet on your, on your, on your Ellucian. Yeah, I don't I can I just unplug the power.
05:00
Speaker 2
Yes, that's easy. You just need to unplug the cable that's connecting your router to your spectrum module. Yes, you just need to unplug that. Unplug it on the Linksys router and also unplug it on the modem because that's a one cable connecting your router to your modem. So you just need to unplug that. In fact, you can just turn off your Linksys router if you want or if you don't want to use it anymore.
05:00
Speaker 1
Okay. And then, it won't and so, yeah, so nothing, I don't have to unplug the cable, but I could. But if I unplug the power, then it won't fight for the freezer, right? My freezer will stop [silence] That's great. Right. Right. And that's, I hope that's all we have, yeah. So, if not, I'll plug it in the link and have them come back out. But, I think, I think, so just unplug the link and they won't fight for the internet.
06:00
Speaker 2
Yes, you can unplug the power, so that that, uh, that Linksys router will never, oh, a function. Mhm. So, uh, once you, once you, uh, unplug the power adapter from the power outlet, your Linksys router, will turn off, so it means it will no longer work. You will have no, uh, Wi-Fi connection to the Linksys router, so you can only, uh, access your internet through Wi-Fi on your spectrum. Hmm.
06:00
Speaker 1
Spektrum, or Linksys, won't fight for the internet. Okay. Thank you so much. All right. Can I do it while you're still here? Let me just pull this out. Thank you. Yeah? Sure. Leslie, last name's Starbuck. S T A R B U C K. I wish I'd send you two pounds of coffee. Yeah. Oh. L Starbuck 14@ gmail.com.
07:00
Speaker 2
Yes. Yes. Yes, sure. Before we end a call, may I have your name so I can create a record for you? [silence]. Starbuck. [silence]. You don't need a Starbuck, Sam. Ha ha ha. All right, Leslie, uh, how about your email address? [silence]. All right. [silence] All right, thank you, Leslie, for the information.
07:00
Speaker 1
Right. Okay. Let me. I can do that too. Right. Okay. Let me let me turn off go ahead. Oh. Right. The power cord, you you're saying. Yes. Okay. I'm going to I'm going to pull that now, okay? I'm just going to pull that and see what happens. Oh, there. Oh, the blue light went off. [silence]
08:00
Speaker 2
if you don't want to use the Lynx Swatter, you can just unplug its power adapter from the power outlet because that will turn off your Lynx device router. Or, you can unplug the cable that's connecting your router to your spectrum modem. Yes. Or or or yes, or you can, or you can also turn off the power switch of your Lynx router because there's a power switch at the back of your Lynx router. But just to conserve your energy, your electric consumption. You just unplug the power adapter from the power outlet. Yes. Yes. [silence] [silence] [silence] Yes. Yes. [silence] Yes. Uh, you will find when you connect your phone or other devices to your, uh, Wi-Fi, you will only see the Wi-Fi name of your specter. Mhm. [silence] Yes. So, are everything's good now? No other concern?
08:00
Speaker 1
Can I get your name again, please? Aye, OK. Do that one more time. Right? Right? OK. Thank you so much. You've been so helpful. Thanks. Take care. Bye bye.
10:00