V2 Rubric Detail — 43c4e92e-74b9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:24
Duration
10m 22s
Contact
Nick Rahn
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication1.25/5
Ownership1.07/5
Escalation4.00/5
Customer Exp2.86/5
Overall24.4% (-21.6)

V2 Grader Summary

The agent escalated without performing any troubleshooting, diagnostics, or technical validation, despite clear evidence of app vs web interface discrepancy. No KB-backed guidance was provided, callback timelines were contradictory, and case continuity was broken. While escalation was justified, the absence of basic tool use, customer guidance, or ownership rendered the interaction unresolved and effort-increasing.

V1 Case Analysis

Customer reports app only sees main node and child nodes have no wired connectivity. Agent escalated to Level 2 and scheduled a callback.

Troubleshooting Steps
  • Recorded serial number
  • Escalated to Level 2 support
  • Scheduled callback
Key Observations
  • Agent provided no technical troubleshooting before escalating.
  • Inconsistent information about expected callback time (24‑48 hrs vs 3‑4 hrs).
  • Unprofessional filler language and unnecessary hold statements.
Positive Highlights
  • Apologized for the inconvenience.
  • Recorded the serial number provided by the customer.
  • Escalated the issue to Level 2 and promised a callback.
Agent Errors / Gaps
  • Did not collect or confirm product model number.
  • Failed to perform basic troubleshooting (reboot, firmware check, node pairing verification).
  • Gave conflicting callback time estimates.
  • Used vague, unprofessional phrasing ("pull off some resources", "let me double check that bunny").

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only promised escalation and callback; no resolution, fix, RMA, or customer education provided.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps, diagnostic questions, or tool use performed before escalation.
R3 Partially Met Correct resolution path conf 90%
Escalation to L2 was reasonable for recurring issue, but no warranty check or basic troubleshooting attempted first.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause; accepted customer description without probing.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (admin UI, logs, firmware check); relied solely on verbal report despite scenario requiring verification of app vs web discrepancy.
T3 Not Met No misinformation conf 95%
No technical guidance provided; failed to mention web interface as authoritative for node status per KB.
Communication
C1 Not Met Clear & professional language conf 94%
Conflicting callback windows (24-48 hrs then 3-4 hrs) and unexplained hold; agent lost control of call flow.
C2 Partially Met Confirmed understanding conf 88%
Polite language used but no adaptation to customer's technical level or confirmation of understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent owned escalation but did not attempt direct remediation before handoff; transferred after minimal effort.
O2 Not Met Proactive follow-through conf 93%
Contradictory and unrealistic timelines given; no specific follow-up owner, ticket number, or callback commitment honored.
O3 Not Met Closure confirmation conf 94%
No reference to prior history or handoff summary; case treated as new despite recurring issue.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation decision appropriate after confirming recurring issue involving app-node visibility and wired backhaul failure.
E2 Partially Met Escalation prep & handoff conf 90%
Customer informed of escalation and callback window, but no team name, ticket number, or clear reason provided.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for delay and thanked customer for waiting, showing empathy and professionalism.
X2 Partially Met Tone & rapport conf 88%
Tone remained polite but agent did not adjust pacing or language to customer's frustration and anxiety.
X3 Not Met Overall experience conf 96%
Customer asked to wait with no immediate help or workaround; unnecessary effort added by delaying resolution.
Call Transcript13 turns · 13 lines
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 number. 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 options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support is available, depending on your issue. Please have your device serial number and contact information ready. If unavailable, kindly call back later. Press three now.
00:00
Speaker 1
L. You got LTS 00114641. All right.
03:00
Speaker 2
Hello, thanks for calling MS technical support. This is charm. How can I assist you with the letter? Mm-hmm. Aye, yes. All right. Let me pull it up here. Please bear with me for a moment.
03:00
Speaker 1
[silence] Well, yeah, after I made the changes today, if I go on the online access, you know, like a web page on my laptop, it sees all of the nodes and says everything's connected fine and whatnot. Uh I if I use the the app, it only sees the main node and not the seven child nodes. Uh [silence] And that happened immediately as soon as I switched over to the the new server again. Now, in the app when I go to an overview, it shows the, the all the nodes are only connected, like the main node, but none of the seven child nodes, it doesn't see. Okay. [silence] Well, then I opened it here on my laptop where I can still access the old server. It sees all nine nodes connected fine. [silence]
04:00
Speaker 2
All right, I want to pull up your record here and let me double check. And this is with regards to the tor pine connection of your node. Is this correct? Um, yeah.
04:00
Speaker 1
[silence] And, um, right now, like, uh, Wi-Fi from each of the nodes seems to be working fine. uh well every other kid's got their little white lights and whatnot. uh, but, um, none of the wired connections and I don't really have that many, but none of the wired connections on the child nodes works. Uh, well, like Apple TVs and that kind of stuff, they don't see the internet anymore. Um, so, that's why I'm calling. Uh, I I I'm happy to talk to whoever. I'm anxious to get this fix. I did understand from the tech this morning that they were going to refer this to a level two tech. should the problems continue.
05:00
Speaker 2
Mm-hm. Mm-hmm. [silence] And yeah, I see it here that since you've had this problem recurring, so, yes, we will escalate this concern to our level two team. Um, also callback time
05:00
Speaker 1
Wow. All right. So I have no internet, uh, for two days. That's terrific. Yeah. Uh, yeah, my preferred time would be in an hour. Uh, but what, what's available? All right.
06:00
Speaker 2
For that one is between 24 to 48 hours. Umm, because I did apologize for that one, but um, the level two team will review your record here and they will try to call you back. Umm, if you have a preferred callback time, sir, do you have any preferred callback time? Umm, let me double check it here. Well, not. [silence] Okay. [silence] Is it okay to like if I put this con hold for about two to three minutes? I just need to pull off some resources here and let me double check that bunny. All right. Thank you so much. You see on the line.
06:00
Speaker 1
[silence] Hey. [silence] Oh, okay. Thanks. I will uh, wait by the phone. Yeah.
09:00
Speaker 2
[yawning] Hello, sir. Yes, thank you so much for patiently waiting on the line there. So, yes, I will escalate this concern to our level 2 team and expect a call back from them within three to four hours. All right. So
09:00
Speaker 1
It is, yep, yep. I'll be waiting. All right. All right. Appreciate it. All right, bye-bye.
10:00
Speaker 2
Love you. Bye. So... All right. Thank you so much, and have a good one. Bye for now.
10:00