V2 Rubric Detail — 3d4ed884-6582-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 10:42
Duration
6m 24s
Contact
No name
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00133076
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected call

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall34.2% (-29.8)

V2 Grader Summary

The agent correctly identified the customer had reached Linksys support by mistake but failed to conduct any meaningful troubleshooting or offer best-effort assistance. No resolution path was provided, ownership was disclaimed immediately, and the customer was redirected without empathy or effort reduction. While technically accurate, the interaction lacked diagnostic process, ownership, and customer-centered support.

V1 Case Analysis

Customer attempted to register/setup a Sky Broadband FR203 router (non-Linksys device). Agent identified the mismatch and advised contacting Sky Broadband support. No Linksys product involved.

Troubleshooting Steps
  • Requested model and serial number.
  • Verified model FR203 against Linksys device database.
  • Confirmed the device is a Sky Broadband router, not a Linksys product.
Key Observations
  • Customer was attempting to set up an ISP-provided Sky Broadband router, not a Linksys device.
  • Agent took over 2 minutes to identify the device mismatch despite clear model number (FR203) provided early in the call.
  • Repeated questioning of model/serial without confirming device type led to inefficiency.
  • Agent's final redirection to ISP support was technically accurate and operationally valid.
  • Call lacked concise call control, leading to prolonged dialogue and customer confusion.
Positive Highlights
  • Technical guidance was fully accurate: correctly identified the FR203 as a non-Linksys device and provided the appropriate next step (contacting ISP support).
  • No KB contradictions or incorrect technical advice were given.
  • Maintained professionalism throughout the call.
Agent Errors / Gaps
  • Delayed confirming whether the device was a Linksys product, leading to unnecessary questioning and inefficiency.
  • Failed to leverage the model number 'FR203' immediately to identify it as non-Linksys, prolonging the call.
  • Used repetitive and unclear phrasing during closing, which could have been more concise.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer's issue was router registration failing, but the agent did not resolve it or provide any troubleshooting path; instead, redirected to ISP without confirming device ownership or offering further help.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken beyond asking for serial/model; no attempt to verify connection, access local UI, or check firmware; immediately redirected without meaningful troubleshooting.
R3 Not Met Correct resolution path conf 93%
Agent assumed the device was ISP-provided and dismissed the case without confirming whether the customer owned a Linksys device or attempting best-effort support; violated OOW standard by not offering any troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify or clarify the symptom (failed registration), asked no relevant follow-up questions about setup steps, and failed to determine root cause (e.g., wrong device, connectivity, account).
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal lookup to verify model number, which is appropriate tool use, but failed to use any diagnostic tools (e.g., confirm if device is in database, guide to local access) that would have advanced resolution.
T3 Met No misinformation conf 97%
Agent correctly identified that the model number provided belonged to a Sky router, not a Linksys device, and accurately informed the customer they had reached the wrong support line.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectation about being Linksys support, but failed to maintain control — conversation became disjointed, with repeated silences and looping statements without clear direction.
C2 Met Confirmed understanding conf 92%
Agent used simple, repetitive language appropriate for a confused customer and avoided technical jargon when explaining the support boundary.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately disowned the case upon realizing it might involve an ISP device, without attempting to verify ownership or offer any support, violating customer ownership principle.
O2 Met Proactive follow-through conf 91%
Agent clearly stated the next step: contact the ISP’s support line, which was appropriate given the circumstances.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was misdirected, not complex or beyond scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent was polite and apologetic but did not acknowledge the customer’s frustration or repeated effort; empathy was minimal and transactional.
X2 Partially Met Tone & rapport conf 81%
Agent maintained a calm tone but did not adapt pacing or clarity to the customer’s evident confusion and fragmented speech; missed opportunities to rephrase or confirm understanding.
X3 Not Met Overall experience conf 96%
Customer was sent away to contact another provider, increasing effort rather than reducing it; no attempt to assist even with basic guidance despite possible OOW scenario.
Call Transcript14 turns · 14 lines
Speaker 1
they're not continuous links I tried to set up the the links to my router but it's since yesterday it can't go through I don't know why it is you links for all okay like okay if okay I have one link I have a router my router sky router again a full [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
I just feel there's a day set up one I just see register. Okay. Okay, Router Serial number. Okay, I'll leave it. Serial number is this one 982 9850 1 is called the panel. No no there is a back here. Is a D D 2 1 0 2 2 7 D 0 yeah it's okay. Yeah yeah it's not coming. [silence]
01:00
Speaker 2
Do you have the serial number of your router? Okay. Yes, sir. That is that. I see. I see, I'm sorry, sir is that coming from the linksys device? I see What about the Model number May have the Model number? [silence] Exit. [silence] No, sir. That is correct. Sir? The other one, sir. No, sir. No, sir. The one that says yes, sir. I see. I see. I'm sorry, sir. Is that coming from the linksys device? I see. What about the model number? Do you have the model number?
01:00
Speaker 1
model number it is the mark yeah mark model is the FR203 okay okay is link link
02:00
Speaker 2
no sir, model number. it should state there that model and then the [...] all right, got that one. let me double check the model number here. give me one minute. [...] hello sir, thank you for patiently waiting. upon checking here on our end sir, it seems like that you provided me the model number of your sky broadband, which is the device provided by your internet service provider. so just to verify, do you have a linksys router?
02:00
Speaker 1
[silence] Because I [silence] I tried to register a semiconductor analysis and then put [silence] these names, no, that's why [silence] that didn't come up. [silence] It's the block the outer. [silence] Oh, I will check this eleg.
03:00
Speaker 2
Yes, [silence] Since you're currently with router, can you describe me the [silence] like, can you describe me the router, sir, or the device? Is it a white tower, [silence] or is it like a square, um, black device? [silence] Yeah, [silence] can you double check, because it could be possible that the one that the information that you're providing me is not coming from our router, but from your internet service provider, which is is KY, so [silence] can you check if you have a link router, so that we can help you or assist you on how to set that up. [silence] Yeah, so [silence] just confirm, [silence]
03:00
Speaker 1
Because I register yesterday and then I put the detail and then I follow the instruction and then it does come up, they say you can find your router. I don't have link to define, I have here sky modem router is the modem. Okay here Okay.
04:00
Speaker 2
from may i know where did you get that Linksys router you got that one Sir i however in order for me to properly assist you with your concern, i really need the model or the serial number of your Linksys deviceOh, I see. Uh, oh, I see. Oh, I see. Got that one, Sir. uh i'm gonna set your expectation that you have reached Linksys Technical Support not Skybroadband. So if you're trying to contact your Internet service provider, uh, I really do apologize, Sir, but you called in a wrong number.
04:00
Speaker 1
what? Ah, so you, so it's need, me to, is a different provider. Ah, so, uh, because I'm I'm not, I'm not links provider. Uh, so this is a different company. Okay, that's fine. Okay, thank you. [silence]
05:00
Speaker 2
All right, sir. Since you don't have anything devices, I recommend to call again or double check the correct hotline number for your internet service provider for them to be able to assist you with your concerns. Yes, sir. You need to double check again the hotline. Yeah, that's correct. Since currently you have reached. Yes, sir. Because currently you have reached link technical support, not sky broadband or your internet service provider. Yes, sir. That's correct. You have reached different support. Yes. Yes, sir. That's correct. Yes, sir. That's absolutely correct.
05:00
Speaker 1
What? Simba, how much is the sky? The sky is in some place. That is unseasoned, where these No, the sun didn't move. 03: No, this is the Sun. 04: So, the Sun says, 'How much is the sky?'
06:00
Speaker 2
You're most welcome, sir. And again, thank you so much for calling Linksys. You have a great day. Bye for now. Ah, hello, sir. You may now end the call.
06:00