V2 Rubric Detail — 55faf2be-6a91-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:13
Duration
9m 27s
Contact
Jorge
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133823
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate the 2.4ghz and 5ghz band
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall37.1% (+15.1)

V2 Grader Summary

The agent failed to resolve the core issue of linking the WRT3200ACM to the cloud account and incorrectly stated the router lacks cloud support, despite it being a Smart Wi-Fi model. While ownership and next steps were handled well, the technical inaccuracy and lack of meaningful troubleshooting resulted in an unresolved case. No escalation was needed, and no compliance failures occurred.

V1 Case Analysis

Customer unable to link WRT3200ACM to Linksys cloud account; agent incorrectly stated no cloud support and provided no valid troubleshooting.

Troubleshooting Steps
  • Collected router model (WRT3200ACM) and serial number (198116103AA).
  • Incorrectly informed customer the router has no cloud support.
  • Suggested uninstalling/reinstalling the app and using local web UI (http://192.168.1.1).
  • Promised to send email with instructions.
Key Observations
  • Agent incorrectly claimed WRT3200ACM lacks cloud support (07:00), which contradicts KB documentation - this is a material technical error.
  • No troubleshooting of cloud account login, password reset, or firmware status was performed despite the issue being app/cloud related.
  • Agent asked irrelevant questions about ISP and user intent (04:00–06:00), wasting time and showing poor focus.
  • Call ended without verifying any fix or establishing a valid next step beyond an unverified email promise.
Positive Highlights
  • Collected correct model and serial number after initial misrecording.
  • Maintained a polite tone throughout the interaction.
Agent Errors / Gaps
  • Incorrectly stated WRT3200ACM has no cloud support (contradicts KB: WRT3200ACM supports Linksys Smart Wi-Fi cloud account linking).
  • Failed to guide customer through cloud account login or password reset process.
  • Did not verify router firmware status, which is critical for app compatibility.
  • Asked off-topic questions about ISP and user intent instead of focusing on the app linking failure.
  • Did not provide correct URL for cloud access (https://linksyssmartwifi.com) or explain how to link a router to a cloud account.
  • Suggested local web UI as a workaround without addressing the core cloud account linking requirement for app features.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the app linking issue or enabled 5GHz; only suggested reinstalling the app and promised an email with browser instructions.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked for model/serial and suggested app reinstall; no diagnostic steps to troubleshoot the linking loop or verify account status.
R3 Partially Met Correct resolution path conf 94%
Agent correctly advised browser access but incorrectly claimed the WRT3200ACM lacks cloud support, which it has via Linksys Smart Wi-Fi.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No structured diagnosis; failed to ask about account login status, error messages, or prior setup attempts.
T2 Not Met Appropriate tools / resources used conf 97%
Did not use account lookup tools or verify cloud status at https://linksyssmartwifi.com, which was necessary for this issue.
T3 Not Met No misinformation conf 99%
Stated 'there's no cloud on this router' — factually incorrect as WRT3200ACM supports Linksys Smart Wi-Fi cloud management.
Communication
C1 Partially Met Clear & professional language conf 90%
Maintained basic control but had awkward pauses and did not set clear expectations or agenda.
C2 Partially Met Confirmed understanding conf 89%
Used simple terms but gave vague direction ('access it on the browser') without confirming understanding or providing immediate steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 98%
Provided specific next step (email within 3–5 minutes) and obtained customer’s email address.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was required for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Opened with apology and maintained polite, professional tone throughout.
X2 Partially Met Tone & rapport conf 87%
Responded courteously but did not adapt to customer’s confusion about the app’s looping behavior.
X3 Partially Met Overall experience conf 90%
Reduced effort by offering email instructions, but required customer to repeat serial number and did not resolve issue live.
Call Transcript14 turns · 15 lines
Speaker 1
[ silence ] Hi, so I downloaded the app and I was trying to link my RADER10 account which I've linked before and when And if I go into the app, it says that I don't have any uh router linked to my account. But then when I try adding an existing router, it just gives me an error. So I just tried to uh set up like a new router to the account. But then when it says to get ready for setup and then I try to find the router, it says I have a router linked to the account. But then when I go back, it still says I uh don't have it linked to an account. [silence] Yes, so my model is... the LinkSys WRT3200ACM.
00:00
Speaker 2
uh-huh so. uh-huh. All right, that was the other index. Oh, I do apologize to hear that one sir. But, let me, uh, assist you with this concern. Before we proceed, sir, can you provide the model number and the serial number of your anyxus router.
01:00
Speaker 1
And then the serial number. Yes. The serial number is 19 81161 03AA. That's an Apple. 033. And that's the serial number.
02:00
Speaker 2
How about the serial number? Let's do that. That's actually the reason. 568. Sorry. All right let me double check. They say with me for a moment sir. So I just want to repeat the serial number that you provided to me sir it's 1 98 1 16.
02:00
Speaker 1
after the zero three three, it's nine one at the end. Yes. Yes. Yes. Mm-hmm.
03:00
Speaker 2
0 alpha 033, is this correct? 391. Thank you so much for correcting me this one. So the only problem is that you cannot link this on the links app. correct. All right. [silence] [silence] and the link won't show on the...
03:00
Speaker 1
[silence] It's arogant. [silence] Um, sorry, Wes. [silence] Uh, I wanted to add another Wi-Fi network to it because right now I just have the 2.4 gigahertz, so I wanted to create the 5 gigahertz uh, which one do I call uh the 5 gigahertz Wi-Fi, and then I also wanted to set my priority device.
04:00
Speaker 2
okay... ...please bear with me. and also let me know who is your internet service provider? okay... ...may I know, sir? why do you want to link your linksys? I mean, this router to your account? or on the app? may I know what's the reason why you want to link this router on the app or the linksys app? no. Okay. And just an O.K.
04:00
Speaker 1
Okay. But also, just my issue is that on the app I can't link, it says I can't link an account to a router. Like, I'm stuck at the opening screen. Yeah. Oh, no, that might be the problem. It's connected to
06:00
Speaker 2
expectations, sir, On the links is up. You cannot separate the band, the 2.4 and the 5 GHz band on the settings of the app because on the app it has limited access only. If you want to separate the band, you need to access it on the browser instead and also using the IP address of the router. Yeah. Yeah. Oh, like normal. If you're on Bluetooth confer data. So and also sir, your computer, I mean you're using your phone to connect or access the Links app, correct? Moving this computer and does your phone is it connected to the Links wi-fi? Thank you.
06:00
Speaker 1
Or yes. Yes, it is actually. Okay. Sounds good. Yes, please, that would be appreciated. Yeah.
07:00
Speaker 2
so, it is connected to the Linksys Wi-Fi. So if it's connected to the Linksys Wi-Fi, so try to uninstall and reinstall the app. And also try to login using the router password instead. Because this one, you cannot add it to your account. There's no cloud on this router that you have, so you can just access it locally. Anyway, so we want to thank. Watch the rest of the setting. Alright. And also do you want me to send you an email on where you can access the router settings for me to send the website and we can just We can just find email. That would be all. Alright. So, I will send you a link on where you can access the website of the router settings of this router and also a step-by-step instruction on how to do it. Can you please provide your best email address? [silence]
07:00
Speaker 1
Jorge, George, J A V I E R, ISME 117 at Yahoo Oh it's M-E M-E M-E I-M-E 117@yahoo Yes Is me Yes Yes Okay, thank you So perfect Thank you Bye-bye
08:00
Speaker 2
Um, you have to report this sir, um, by email because I wouldn't know. Um, it's just, um, Yep. And by the way, your comment that even though you disconnect, which I'm not happy. I will add it as to your and I'm going to do that. So it's Jorge, Javier, I. S. N. you write 1 1. Yeah. So expect an email from me within three to five minutes. I will send you a advanced instructions on how to access their router settings. You're welcome, sir. Have a good one. Bye for now.
08:00