V2 Rubric Detail — 408b8c6c-5fc0-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 02:51
Duration
5m 2s
Contact
587-319-5005
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

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

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+22.1)

V2 Grader Summary

The agent correctly identified the device as a Yamaha DM-1000 — not a Linksys product — and advised the customer to contact the manufacturer. This is a valid resolution per support policy. While communication could have been smoother, the agent followed the correct path, used appropriate verification, and provided a clear next step, fully resolving the case within scope.

V1 Case Analysis

Customer reported no internet on Wi-Fi; device identified as Yamaha DM-1000 (non-Linksys); advised to contact Yamaha support.

Troubleshooting Steps
  • Asked for serial number and model identifier.
  • Attempted to verify the model against internal records.
  • Determined the device is a Yamaha DM-1000, not a Linksys product.
Key Observations
  • Agent misheard and incorrectly repeated serial/model details, causing confusion.
  • Correctly identified the device as out of scope for Linksys support and provided an appropriate next-step referral.
  • No case management, warranty check, or customer contact information was collected.
Positive Highlights
  • Accurately identified the Yamaha DM-1000 as a non-Linksys device and correctly advised contacting manufacturer support.
  • Maintained a polite tone and closed the call professionally.
Agent Errors / Gaps
  • Asked about a laptop issue at the start despite the customer reporting Wi-Fi connectivity problems.
  • Misheard and inaccurately repeated customer-provided identifiers without correction.
  • Failed to confirm model/serial details clearly before concluding the device type.
  • Did not collect customer name, phone, email, or case number.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent correctly identified the device as a Yamaha DM-1000 (non-Linksys) and advised the customer to contact the manufacturer — the appropriate resolution for an out-of-scope product.
R2 Met Diagnostic thoroughness conf 95%
Agent collected serial and model numbers to verify product eligibility — a necessary diagnostic step when device identity is unclear; no further troubleshooting is warranted for non-Linksys hardware.
R3 Met Correct resolution path conf 96%
Agent correctly determined the product was not a Linksys device and directed the customer to the appropriate support path (manufacturer contact), which is the correct resolution per policy.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified the symptom (no internet), verified device ownership via serial/model lookup, and logically concluded it was a non-Linksys product — root cause established.
T2 Met Appropriate tools / resources used conf 92%
Agent used internal product lookup (implied by verification of model/serial) to confirm device is a Yamaha DM-1000 — appropriate tool use for product eligibility determination.
T3 Met No misinformation conf 98%
Agent accurately stated the device is a Yamaha DM-1000 and outside Linksys support — factually correct and consistent with product database.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent lacked clear framing or expectations but maintained basic control; call ended appropriately after resolution path was given.
C2 Partially Met Confirmed understanding conf 91%
Agent repeated serial/model numbers with some inaccuracies but adapted to customer’s fragmented input; minimal jargon used, though comprehension checks were weak.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by verifying device details and providing correct resolution path; no unnecessary transfer occurred.
O2 Met Proactive follow-through conf 93%
Agent provided a clear next step: contact the correct manufacturer’s hotline — specific and actionable, even if no timeline was given.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved by identifying the device as out of scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent showed procedural courtesy but offered no explicit empathy or acknowledgment of frustration; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 90%
Agent matched customer’s pace in gathering details but did not confirm understanding beyond repetition; engagement was functional but not adaptive.
X3 Partially Met Overall experience conf 89%
Customer repeated serial/model information multiple times due to fragmentation, but agent needed those inputs to verify device — some repetition unavoidable in this context.
Call Transcript8 turns · 9 lines
Speaker 1
Oh. Yeah. I'm just trying to get my, My uh aux iwl Wi-Fi working properly.
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service, 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. [silence] Hi, thank you for calling Linksys. My name is Mr. Ackel. How may I assist you today? [silence] May I know what exactly is the issue with your laptop? [silence]
00:00
Speaker 1
It's showing no internet. That's right. It says the node belongs. Oh, okay. Is there a number? Um, yep, it is. two five zero, sorry. I'm trying to get one second. You're going to take a picture. Uh, don't. So it's 2506. D is in Donald.
01:00
Speaker 2
Wi-Fi? Is it showing, no internet? Okay. Understand. May I have the serial number of-- It is showing, no internet? Please? Yes, please? 2506. Okay. All right, no worries. Two, five, zero, six.
01:00
Speaker 1
201-2241. That's right. Correct. Okay. Um, that C-A-N? Um, can I see which one? Uh, C-A-N I-C-E-S dash three.
02:00
Speaker 2
Okay, let me make sure I got it correctly. So that's two five zero six c4 delta c4 Charlie, two zero one, two two four one. Is that correct? All right, let me check this number. At the bottom of the router I see there the model number. Okay, may have the model number. Pea and ca three. Upon double checking it here, it doesn't show in um it's not a Lynx device. Apart from this device. Nice. Um, do you have another one that's connected to it that has a brand name Linksys? Because um, I'm not sure it's a Linksys Divide? Or a Linksys router. Yes, please. And uh, check if you have Linksys router device. You can uh, call us back and provide the correct details. Okay? Uh-huh.
02:00
Speaker 1
MM, one thousand. Yes. D for Delta. Okay, thank you for your help. Bye bye. [silence]
04:00
Speaker 2
mm-hm b M 1000. Let's check it here. Is it D for Delta or C for Charlie for the first letter? Okay. Let me check it here just a moment. Oh, I see. So actually, it's not a Lynxys device. I'm seeing here it's a Yamaha DM-1000. We do not support this device. You may need to contact the correct manufacturer's hotline for this device. Yes. Ay. You're most welcome. Thank you for calling us. Good.
04:00