V2 Rubric Detail — 3751e34a-7b21-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-08 23:03
Duration
18m 51s
Contact
Pranay Lotey
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136453
Support Country
United States
Product Family
USB ADAPTER
CSAT
—
Sentiment Trajectory
—
Ticket subject: WUSB6300 - looking for a driver

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership4.29/5
EscalationN/A
Customer Exp0.00/5
Overall28.9% (+8.9)

V2 Grader Summary

The agent incorrectly claimed the WUSB6300 v2 was discontinued and driver unavailable online, contradicting KB documentation which confirms public driver availability. Despite taking ownership, the agent failed to provide accurate information or a verifiable resolution path, resulting in an unresolved case with multiple technical inaccuracies and poor customer experience.

V1 Case Analysis

Customer requested driver for WUSB6300 V2. Agent incorrectly stated product was discontinued, failed to provide download link, misrecorded email, and did not verify information. No resolution provided.

Troubleshooting Steps
  • Agent incorrectly claimed the product was discontinued and unavailable online.
  • Agent misheard the model number as 'Mix 300J'.
  • Agent claimed to search internal 'lab' or 'archive' for driver, despite public availability.
Key Observations
  • Agent falsely claimed WUSB6300 V2 was discontinued and unavailable online — KB explicitly provides driver download.
  • Agent misheard model number as 'Mix 300J' — failure to confirm correct product.
  • Agent incorrectly recorded customer email address.
  • Agent did not provide direct download link despite public availability.
  • Agent set incorrect expectation about driver availability and compatibility.
  • No case number created or warranty verification performed.
Positive Highlights
  • None significant. Agent's attempt to assist was undermined by technical inaccuracies and procedural failures.
Agent Errors / Gaps
  • Incorrectly stated WUSB6300 V2 was discontinued and unavailable online — directly contradicts KB.
  • Failed to confirm correct product model (WUSB6300 V2 vs. 'Mix 300J').
  • Did not provide publicly available driver download link (https://support.linksys.com/kb/article/518/).
  • Incorrectly recorded customer email address as 'B.R.A.N.A.Y...@GMEL.com' instead of 'Pranay.lotey@gmail.com'.
  • Failed to verify email address before promising to send driver.
  • Excessive silence during call without progress updates.
  • Did not create a case or reference KB documentation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent promised to email the driver but did not provide a download link or confirm successful delivery; resolution was not achieved during the interaction.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified missing driver and OS, but skipped standard troubleshooting steps like directing to public KB or verifying model-specific support status.
R3 Not Met Correct resolution path conf 99%
Agent claimed the product was discontinued in 2022 and required lab archive access, but WUSB6300 v2 is still supported with publicly available drivers per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (missing driver) and asked for OS, but failed to verify model version or direct to correct public resource.
T2 Not Met Appropriate tools / resources used conf 99%
Agent claimed driver was not available online and required 'lab archive' access, but KB confirms public availability via support.linksys.com.
T3 Not Met No misinformation conf 99%
Agent incorrectly stated the driver is not available online and that the product was discontinued in 2022; KB (usb_wifi_adapter.md) lists WUSB6300 v2 as supported for Windows 10/11.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set some expectations ('give me five minutes') but had long silences and no initial framing; call control was weak.
C2 Not Met Confirmed understanding conf 95%
Agent mispronounced and misspelled customer's name and email (BranaY.Lotey@GMEL.com), showing lack of adaptation and attention.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by promising to send the driver and offered a callback option if not received.
O2 Partially Met Proactive follow-through conf 85%
Agent set a timeline ('within two minutes', 'call back if after an hour') but the action (emailing driver) was not verifiable or completed.
O3 Met Closure confirmation conf 95%
No prior history; agent referenced own search effort and continued the same thread.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a driver request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer's situation (moving, no wired internet, relying on old hardware).
X2 Not Met Tone & rapport conf 95%
Agent used robotic tone, failed to adapt to customer's informal style, and made repeated errors in name/email.
X3 Not Met Overall experience conf 98%
Customer was forced to wait and provide email instead of being directed to immediate self-service download, increasing effort unnecessarily.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product.
00:00
Speaker 1
Oh, hello, it's Praneet. Praneet. P.R.A.N.A.Y. L-O-T-A-Y. I've just moved into a new place and I don't have a wired internet yet. So I found my old Linksys WUSB6300 V2. And I can't find the drivers for it on the internet.
11:00
Speaker 2
I'm a chatbot. What issue? How can help you? Can you give me the model? Okay, What issue?
11:00
Speaker 1
Yeah, if you can just send me the driver on email or something, that'd be really appreciated. Okay, sounds good. Thank you so much. Oh, I was just saying thank you.
12:00
Speaker 2
Just Mix 300J Let me see if it's available. Don't go. Oh, the other router. This is no longer available in the network. Also, we discontinued this since 2022. All right. Let me see if I can find the driver. Right? Let me go to the lab right now. In the online, there is no available. Let me see if there is an archive in the lab. This will take some time, around five minutes. I will be back and I will tell you if I can get something. Thank you. Sorry, you're saying? I will be back. Give me five minutes. [silence]. Okay, I'll be back. I will go to the lab. Let me see if there's an archive in there that I can find. Don't go.
12:00
Speaker 1
[silence] Yes. I'm here. [silence] Yes, I have Windows 10, so that's perfect. [silence] Yes, it is Pranay.lotey@gmail.com.
17:00
Speaker 2
Hi, Pranay, you there? Hello? Okay, apologies, took me some time. I I found a driver but this is Windows ten, Windows eleven now. Would that be okay with you? I can send it to you. You know, just tell me. Okay. Okay, can you give me your email address, please? Let me repeat, B. R. A. N. A. Y dot LOT. E. Y. at GMEL.com. All right. I'll send it to you. Give me around two minutes. I have to download it outside from the network. And then [silence] Other than that, it should work from there. All right? Talk to you soon. Bye!
17:00
Speaker 1
Okay. Okay, sounds good. Um, it, it, okay. Okay. Okay. Um, let me just wait till I get the email to make sure it was my email. But other than that, yeah, should be good. okay. Sounds good. All right, thank you so much. Bye.
18:00
Speaker 2
I'll send it. Aight. Anything else? Okay. Set expectation. This will work with Windows 10, Windows 11. but some older version of Windows 10 it will 11 it will work, but then your version none. Alright then. Anything else? Okay. Sunday @lotte.gtp. Alright. Give us a call back if after an hour you don't receive anything give us a call back. Alright? All right. Okay. Bye bye for now.
18:00