V2 Rubric Detail — 45a9b898-774b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 01:54
Duration
52m 30s
Contact
Billy Mobile
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135885
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN6001 - unable to manage using App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall37.0% (-19.0)

V2 Grader Summary

The agent correctly identified the device as a commercial model incompatible with the Linksys app and committed to sending follow-up instructions, demonstrating ownership. However, the interaction lacked systematic troubleshooting, technical precision (including unsupported claims about security), and empathetic engagement, while failing to guide the customer through immediate resolution steps. The outcome falls short of full resolution due to incomplete technical validation and customer support.

V1 Case Analysis

Customer cannot manage WRT Pro 7 via Linksys app. Agent confirmed app incompatibility, offered email with PC setup instructions, and suggested retail replacement (MX6200). No warranty/case discussion.

Troubleshooting Steps
  • Confirmed LED status (white).
  • Collected serial number (63U10M25E01380).
  • Identified model as WRT Pro 7 (initially misidentified as LN6000).
  • Confirmed incompatibility with Linksys mobile app.
  • Explained PC-based configuration requirement.
Key Observations
  • Agent initially misidentified model as 'ln 6000' despite customer stating 'WRT Pro seven' later.
  • Agent provided materially false technical information:
  • - 'OpenWRT 587' is not a valid firmware version (WRT Pro 7 runs standard Linksys firmware or optional OpenWRT, but not a proprietary '587' version).
  • - Incorrect security rationale: 'the cloud is open' and 'anybody can see it' is not accurate; WRT series lacks cloud integration by design.
  • No warranty status discussed or verified.
  • No HappyFox case number created.
  • Agent correctly identified that WRT Pro 7 is not supported by Linksys mobile app.
  • Agent provided valid self-help path (email instructions, retail replacement suggestion).
Positive Highlights
  • Correctly identified WRT Pro 7 incompatibility with Linksys mobile app.
  • Explained PC-based configuration requirement.
  • Collected customer email for follow-up.
  • Offered to send setup instructions.
  • Suggested retail replacement (MX6200) for easier management.
Agent Errors / Gaps
  • Incorrect model identification (initially 'ln 6000').
  • Provided false technical information about 'OpenWRT 587' and security rationale.
  • Failed to reference official KB for WRT series configuration.
  • Did not establish warranty status or support eligibility.
  • No HappyFox case number recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent identified the device as unsupported by the Linksys app and suggested managing via computer or replacing with a retail model, but did not confirm if the customer could access a computer or guide them through actual login steps to resolve the core issue of device management.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked for serial number and LED color; skipped basic troubleshooting like rebooting, checking web UI access (http://192.168.1.1 or myrouter.info), testing connectivity, or verifying configuration — no meaningful diagnostic progression.
R3 Partially Met Correct resolution path conf 87%
Agent correctly identified the device as commercial-grade but failed to determine warranty status or confirm whether it was ISP-provisioned; suggested replacement without exploring return options or confirming purchase channel, limiting resolution path accuracy.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No logical diagnostic sequence: did not identify specific symptoms beyond 'can't use app', skipped verification of internet connectivity, local access, or configuration state; jumped directly to conclusion without narrowing root cause.
T2 Not Met Appropriate tools / resources used conf 92%
Relied solely on verbal knowledge without using any tools — did not attempt to access the router’s web interface, verify firmware, check DHCP clients, or use remote session; missed opportunity to confirm device state despite customer having internet.
T3 Not Met No misinformation conf 95%
Agent made several unsupported technical claims: stated the cloud is 'open' and 'anybody can see it' as the reason for app removal, and referenced 'Open WRT 587', neither of which are supported by the provided KB. While the app incompatibility for commercial devices is generally correct, these specific justifications are fabricated.
Communication
C1 Partially Met Clear & professional language conf 88%
Introduced self and set expectation about sending email, but lost control during long silences and failed to re-engage; pacing was disjointed and transitions were abrupt, especially when going silent to 'go to the lab'.
C2 Partially Met Confirmed understanding conf 85%
Used some accessible language but introduced unexplained jargon ('commercial device', 'technical guy', 'Tao guys') without checking understanding; customer remained confused about how to proceed despite explanation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and committed to sending follow-up instructions — demonstrated ownership throughout the interaction.
O2 Met Proactive follow-through conf 96%
Clearly stated: 'give me around 10 minutes after the call, I will send you the instruction' — provided specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; customer appears to be setting up a new device for the first time.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was a known limitation of a commercial device, not a complex technical fault requiring higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Customer expressed frustration ('fucking leaving', 'why so long?') and confusion, but agent never acknowledged emotional state or repeated effort; response remained detached and procedural.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace to match customer’s agitated and confused state; used technical terms without simplification and allowed long silences that increased disengagement.
X3 Partially Met Overall experience conf 86%
Avoided transfer and promised helpful follow-up, but still required customer to obtain a computer and repeat information; could have offered immediate web UI guidance instead of deferring to email.
Call Transcript22 turns · 37 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 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 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 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 is available. 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 and contact information ready. For assistance, press one now. For out of warranty products, press two now to learn more about paid support options. If unavailable, kindly call back later. Press the number for the option you want.
00:00
Speaker 1
uh I wasn't logged in. Well there was no internet connection. Log in with your router. Log in with your router password, which is password. log it into it wasn't logged in open your phone's Wi-Fi got up quite fine. find it. [silence] I'm going to take it upstairs and see if we can find a... Yeah, they do need residence funds. I've already done your account. And email is [silence]. at 500 service with [silence]. with fucking leaving if I can change it. Think that's really it. It's usually sure. They're not. How can I claim that it's my route twice? Ethan Playing counter strike [silence] [music] Why so long? I said a half hour. Get in the fucking shower. [silence] Oh, shit. You hit the button with something. I'll just give a... I'll see what are you on this one here says fucking full bars and seven Wi-Fi seven the one that I made out. I've changed my browser security to allow Java. That would be of no use though. So it's same. [silence] Oh, I'm back to the fire at Jordan . I think it's . I tried to enable jail . Uh, some fancy. You cannot install what is enabled on the emergency. How are we doing? Equal. I got you. We are done I'm I'm[silence] My name... The lady of the house. Gillie. Gillie, G-I-L-L-Y. I bought a new router.
01:00
Speaker 2
Thank you for calling Linksys. My name is Datan. I know who I'm speaking. sorry again, your name is. Louis. Joey or. Okay. Billy. All right, tell me how can i help you sir.
40:00
Speaker 1
I plugged in the wall. I hooked up to the new modem. Working. I can't do nothing on the link this app. Can't find. The model number. I need the serial number. All. I needed the model number.
41:00
Speaker 2
I don't have that information. Sorry.
41:00
Speaker 1
Oh, I did have that Linux is 01380.
42:00
Speaker 2
That is the network or Wi-Fi name. There's another one in there. Serial or SN. It starts with a number followed by a letter. Two numbers, letter. 13 characters long. It starts with a number. Two numbers and then followed by a letter. Now, that one. SN or serial number. SN. Okay. Can you check? Turn the router upside down.
42:00
Speaker 1
The serial number is 63. U as an umbrella. 1 0 M as in Mary 25 E as in echo 0 1 3 8. 0. 6,000. What is that? No.
43:00
Speaker 2
it is written in ah there's a label underneath you can find it there okay ln 600 right 6000 that is the model ln 6000
43:00
Speaker 1
So what sir? And uh the link says? Yeah. Oh, no, no, on my phone, I'm connected. Yes. [silence] it's good.
44:00
Speaker 2
All right. Tell me, what is the color of the light on the router? Tell me the color or the light on the top of the router. White. [silence] All right. [silence] When you tried to connect to the Wi-Fi, do you see an error message? Yes. [silence] If you tried to connect to the Wi-Fi, you couldn't connect, right? [silence] You have internet. [silence]
44:00
Speaker 1
connected to the Linksys. Yeah. то ректелюмент. Yeah. Just can't do... Yeah. Yeah. Monitor my stuff and
45:00
Speaker 2
And your problem, your issue right now is you cannot use the Linkus app to manage the router. Correct? Yes. mm. This device is not supported by the Linkus app. This is an open device. It's not supported. If you use the Linkus app, it cannot detect this router and it will not work. That's the problem with this one. Because it's designed as a mid-range or commercial, you configure this one, connect it to mid-range or something like that. VPN and you can interface. So it will not work on the Linkus app or mobile app. And the reason is we removed that one because we have some issues on the [silence]
45:00
Speaker 1
Okay. So how do I connect, how do I connect devices? Excuse me? How do I connect devices to this router then? I don't know how to change it, you know what I'm saying? I don't know how to add, I can't do nothing. That's why everything I know how to do is through the linksys app. So, what what do I do?
46:00
Speaker 2
[silence] with Open WRT 587. You can put a VPN on this one. [silence] The cloud is open. [silence] Anybody can see it, and that's why they remove it. [silence] They disconnect it, so that to protect it from not working. [silence] You can [silence] you can [silence] [silence] you want to connect device to it. You can [silence] log in. [silence] It has a default Wi-Fi name, right? Did you change it? Mhm. [silence] Uh, okay. okay stay with me let me find a way let me go to the lab this device is not usually a retail or residential it's a commercial one let me go to the lab and check okay don't go please [silence] [silence]
46:00
Speaker 1
computer only, no phone, no nothing. Uh, I don't have, I don't have I don't have access to either one right now. Yes. Billy model 500 No last name.
49:00
Speaker 2
the only way you can manage the router is through a computer. no. would that be okay? I can help you. if you have a computer, we can connect. or uh tablet. tablet you have. okay. we need that one because that's the only way we can to manage it and then add or change the Wi-Fi name, something like that. that's the only way. it is designed to be this way, a limitation of this device. I can send you the instruction on how to configure it if you want. can I have your email address please? mmhmm. can you spell your last name to me please?
49:00
Speaker 1
yes no dot in between Billy and mobile just Billy mobile 500 okay this router I bought right on the paper it says the loop WRT Pro seven so is this just a
50:00
Speaker 2
Billy mobile, okay? And then... Okay, let me read it. I L L Y dot M O B I L E 500 at Gmail dot com, correct? Okay. All right, then, uh, give me around 10 minutes after the call, I will send you the instruction on how to manage it. Once you have the computer, you can access it. That'd be okay. All right, then.
50:00
Speaker 1
Or is this a router also? [silence] Okay, is this a good one, a strong one? [silence] Uh, yeah, I'm pretty sure.
51:00
Speaker 2
It is an advanced router. It's not designed for a house or residential. It's designed for, let's say, small business. And if you don't want to manage it that way, it's like a technical guy, IT guy, you do this way. If not, you replace it with another device, a regular retail like Mx6200, Mx4200, if you can still replace this one. I do suggest get your ordinary router. This is designed for technical people who wants to manage the router deep inside. Very good. Very good. Very strong and that's why it's designed for Tao guys. Very strong, very good. Who is your internet service provider? Spectrum, right?
51:00
Speaker 1
Okay. Yeah, I think so. I think so now. Okay. Thank you.
52:00