V2 Rubric Detail — 38b9ab60-7ab2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 09:48
Duration
9m 1s
Contact
+447905217066
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

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). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.5/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall84.2% (-5.8)

V2 Grader Summary

The customer's request for a longer power cable was not fulfilled (R1 Not Met), but the agent conducted appropriate troubleshooting (R2 Met), selected a correct resolution path (R3 Met), and provided technically accurate guidance (T1–T3 Met). Ownership was demonstrated (O1 Met) with partial next-step clarity (O2 Partially Met), and communication and experience were strong (C1–C2, X1–X3 Met). No critical failures occurred.

V1 Case Analysis

Customer requested a longer power cable for ISP-provided Linksys SPNM60 mesh node. Agent explained that extended cables are not sold and may cause voltage drop, advised using a power strip to relocate the node. Call closed with self-help resolution.

Troubleshooting Steps
  • Confirmed the request was for a longer power cable.
  • Identified the device as SPNM60 (customer-stated at [02:00]).
  • Explained that Linksys does not sell extended power cables.
  • Advised on potential voltage drop risks with modified cables.
  • Recommended using a power strip as a safe and effective alternative.
Key Observations
  • Customer explicitly identified the device as SPNM60 at [02:00], enabling accurate model-specific guidance.
  • Agent provided technically accurate information about voltage requirements and power delivery risks, aligning with spnm_power_clip_setup.md KB guidance.
  • Recommended a safe, practical workaround (power strip) that meets the customer's need without compromising device safety.
  • Call was concise and resolved without unnecessary steps or loops.
Positive Highlights
  • Correctly identified the SPNM60 model (customer-stated), ensuring accurate advice.
  • Provided factually correct technical explanation about voltage drop risk with extended cables, directly supported by the KB.
  • Offered a safe and practical alternative (power strip) that aligns with Linksys support guidance.
  • Maintained clear, professional communication and closed the call effectively after customer acceptance.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer requested a longer power cable; agent stated Linksys does not sell them and offered only a power strip as workaround, not fulfilling the request.
R2 Met Diagnostic thoroughness conf 95%
Agent identified symptom (need for longer cable), explained technical risk (voltage drop), confirmed product context (SPNM60 with Community Fiber), and offered validated alternative (power strip).
R3 Met Correct resolution path conf 96%
Agent correctly determined product status and policy: no longer cables sold, modification discouraged; offered best-effort workaround (power strip) without dismissing customer.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified root cause (customer wants longer cable), understood technical implication (voltage integrity), and logically concluded modification is unsafe.
T2 Met Appropriate tools / resources used conf 97%
No tools were necessary — issue was product policy and safety question; agent relied on correct internal knowledge appropriately.
T3 Met No misinformation conf 96%
Agent accurately stated longer cables are not sold and could affect voltage delivery; suggestion to use power strip is safe and correct per engineering principles.
Communication
C1 Met Clear & professional language conf 94%
Agent acknowledged repeat request, maintained control despite audio issues, and closed call clearly with case creation and name provided.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, confirmed understanding, and matched customer’s polite tone throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case from start to close, did not transfer, created a case, and provided name for follow‑up.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested using a power strip but gave no concrete next‑step timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this accessory inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained courteous, patient, and solution-focused; thanked customer and closed professionally despite unfulfillable request.
X2 Met Tone & rapport conf 94%
Agent adapted to customer’s pace, maintained engagement, and confirmed understanding; customer ended call satisfied.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, provided answer directly, and did not require customer to perform unneeded steps.
Call Transcript10 turns · 10 lines
Speaker 1
Good day. Your line is a bit faint. I'm phoning from the UK. I have a uh link sys um what's called uh router uh provided by the um broadband provider community fiber. And I'm after a power cable from the plug to the router. And I'm after a a longer cable if if it's possible. Hello? Yes, I'm after one of the
00:00
Speaker 2
Hello. Hi, thank you so much for calling Linksys. This is Drietschia. Can I help you? [silence] Sorry, sir. Can you repeat the question?
00:00
Speaker 1
Your power cables for your modem and mesh routers. I have the plug. I just need that a longer cable. So what do I need? Um where can I get uh longer cables for this for your device?
01:00
Speaker 2
So you want to buy a power cable or a power adapter? Well we do not sell it uh we actually do not sell power plugs or uh longer cable um because again we bundle uh our devices with our uh our internet I mean the internet service provider community fiber and any other um fiber broadband uh company and um yeah we do not sell directly from us. You mean the uh you mean the one cable right?
01:00
Speaker 1
the power cable, you know from the, there's a cable between the plug and the device. The USB-cable powered CD, P-D Power cable. So this is the, uh, link is pinnacle to S-P-M 60 and the CF is it? Yeah. Okay. Uh, cut. I, I don't believe I can use a gen.
02:00
Speaker 2
I believe you can.
02:00
Speaker 1
Annual. Uh. USB-C cable big it has to be uh a a specially rated cable. Yeah. Yeah.
03:00
Speaker 2
Yair, concern with our, with my teammates and colleagues and they specifically mentioned that the cable that is provided is the minimum, I mean, the maximum length of the cable that is, that has been calculated so. Because supposedly the device should receive the specific volts from the power plug, right? The adapter. So, if you will change the cable to make it longer, then it may not provide the same rating of volts to the node. So, if you were if you are challenged with the length,
07:00
Speaker 1
I see right okay so you can't you can't buy a longer cable for for it then that's what you're saying right alright okay thank you very much for your help thank you uh it's okay I'll leave it at that it's all right okay thank you
08:00
Speaker 2
or the length of the connections there, or the distance of the nodes here, then I would suggest to just, um, buy a power strip and so you can move the node in a specific location you wanted to place the node. Yes, we do not recommend here. You're welcome. Amanda, here, your name, by the way, so I can, for, uh, for me to create a case here. Okay. No worries. Thank you for calling, by the way.
08:00