V2 Rubric Detail — 3d0eb990-7a61-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 00:09
Duration
15m 41s
Contact
Lisa Mendoza
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136113
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000 - unable to access the router through App
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent provided materially incorrect information by claiming remote cloud access was disabled for security reasons, which is directly contradicted by the Linksys Cloud Account KB. No diagnostic questions were asked and no troubleshooting was performed, leaving the customer's issue completely unresolved.

V1 Case Analysis

Customer unable to access router remotely; agent incorrectly claimed cloud access was disabled and provided no solution.

Troubleshooting Steps
  • Agent incorrectly claimed remote cloud access was globally disabled.
Key Observations
  • Agent provided factually incorrect information at [14:00] claiming cloud remote access was disabled for all users due to security issues.
  • No product model, serial number, or warranty status was collected, violating basic protocol.
  • Call ended without troubleshooting, escalation, or follow-up plan.
  • KB documentation confirms remote access is still supported on compatible models via https://linksyssmartwifi.com.
Positive Highlights
  • Agent greeted the customer by name and acknowledged the caller at [13:00].
Agent Errors / Gaps
  • Incorrectly claimed at [14:00] that Linksys disabled cloud remote access for security reasons — this is false per linksys_cloud_account.md and adjacent_network_security.md.
  • Failed to collect product model, serial number, or verify warranty status, which are essential for accurate support.
  • Did not attempt any troubleshooting steps such as verifying firmware, checking account login, or confirming router model compatibility.
  • Did not offer a resolution path, escalation, or follow-up despite the customer's clear need.
  • Misled the customer by implying the feature was permanently removed rather than diagnosing a potential configuration or account issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated remote access was disabled for security reasons and offered no alternative path, leaving the customer unable to access their router remotely.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken; agent did not verify router model, cloud account status, or guide customer through login attempts at https://linksyssmartwifi.com.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed remote access was universally disabled, rather than assessing whether the customer’s model supports cloud access and guiding them to set it up.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent made no attempt to diagnose the issue—no questions about router model, firmware, or cloud account; jumped to an unsupported conclusion.
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools (KB, dashboard, logs) were used or referenced; no opportunity to assess appropriate tool use due to lack of investigation.
T3 Not Met No misinformation conf 99%
Agent claimed Linksys disabled remote access for security reasons in April/May, which is contradicted by the KB: cloud access via https://linksyssmartwifi.com is a core feature for managing routers remotely from any browser (linksys_cloud_account.md).
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to frame the interaction, set expectations, or guide the conversation; call ended abruptly without closure.
C2 Not Met Confirmed understanding conf 94%
Agent used vague, unverified technical claims without checking understanding; customer repeated 'okay' passively but did not confirm comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—offered no follow-up, no offer to help set up cloud access, and dismissed the request as impossible.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or commitments were provided; customer was left with no actionable guidance.
O3 Not Applicable Closure confirmation conf 90%
No prior case history mentioned; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted—issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer’s need; responded with a flat, dismissive tone.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s expressed need for remote access; maintained a one-size-fits-all response despite clear dissatisfaction.
X3 Not Met Overall experience conf 95%
Customer was forced to seek help elsewhere due to lack of actionable support, increasing their effort unnecessarily.
Call Transcript5 turns · 9 lines
Speaker 1
Bye-bye you I love you. t2-2961442 Uma seis, 14 pontos devore, três pontos, outro zero. help. [silence] help. [silence] help. help. [silence] Wolf baby. Wolf. Hi, G. The, everyone out following. So Wi-Fi for the Corona. Lisa Mendoza. The, actually yesterday was,
04:00
Speaker 2
Thank you for calling Lynch's. My name is Nathan. I know who am I seeking. Lisa Mendoza. Is this your first time calling us? Lisa? [silence] All right. [silence] Let me check if I can --- [silence] go
13:00
Speaker 1
Um, I, I'm curious, so when I'm at the house where the WI-Fi is, I'm able to log into my account and view everything, but when I'm not there, I can't. Is there a way I can log into my account without, not without being there? Oh, okay. Oh, okay. [silence]
14:00
Speaker 2
some yeah how's it going I know lisa well we disabled that feature long time ago we can we can that one the reason for that is we remove the issue the connectivity by the cloud because we had reports that the cloud is not safe and security they can me look at your router if we enable that one we disable that around March last March and I don't know sorry April last of April so May and June started that one your router is one of the higher end and most likely the
14:00
Speaker 1
Okay, I see. Okay. All right, thank you. No, that'll be I just, I just would like to be able to access it from somewhere else, so I gotta figure out something else. All right, thank you. Yeah, yeah. Okay. All right, thank you. Bye-bye. Thank you, you too, bye-bye.
15:00