V2 Rubric Detail — 582b57ca-7989-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 22:23
Duration
37m 20s
Contact
Mark Mclean
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135409
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the networks
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent failed to perform basic troubleshooting, used no tools, provided hallucinated information (e.g., fake URL), and gave incoherent, off-topic responses instead of addressing the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.88/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The customer self-resolved the issue, but the agent provided no effective support, used incorrect information, and demonstrated no control or technical accuracy. Despite the outcome, the agent failed in ownership and execution, resulting in an Ownership Gap classification. The auto-zero is upheld due to clear evasion of support duties and provision of hallucinated content.

V1 Case Analysis

Smart lock (DDL240X-1HW) failed to connect to 2.4 GHz Wi-Fi. Agent provided no structured troubleshooting, gave incorrect support URL (supportygdlynksis.com), and did not verify resolution. Customer reported success, but handling was operationally deficient.

Troubleshooting Steps
  • Asked if other devices were connected to the 2.4 GHz band.
  • Requested error message from the lock.
  • Suggested factory reset of the lock (customer had already done it).
Key Observations
  • Agent provided an incorrect support URL: 'supportygdlynksis.com' at [37:00], which is not a valid Linksys domain and could mislead the customer.
  • No structured troubleshooting steps were provided for connecting a 2.4 GHz-only IoT device (e.g., verify SSID/password, ensure 2.4 GHz band is enabled, disable band steering if needed).
  • Agent failed to verify resolution when the customer reported success at [35:00].
  • Call lacked control, with excessive filler words, long silences, and unrelated questions.
  • No warranty status or support eligibility discussion was conducted.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided a wrong and potentially misleading support URL (supportygdlynksis.com). This contradicts the KB, which specifies support.linksys.com as the correct support domain.
  • Failed to collect or confirm essential device information (serial number, firmware version, Wi-Fi password).
  • Did not follow a logical troubleshooting path or reference KB articles for IoT device setup (e.g., adjacent_smart_home_iot.md).
  • Gave no structured guidance for connecting a 2.4 GHz-only device (e.g., verify SSID, disable band steering, check for DFS interference).
  • Did not confirm resolution or validate that the smart lock was fully functional after connection.
  • Used excessive filler words ('uh', 'um', 'okay') and long silences, indicating poor call control.
  • Failed to create or cite a HappyFox case despite claiming to pull up a record.
  • Did not explain correct next steps or provide accurate self-help resources.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states 'It's fixed. Yes. Not sure why, but it connected.' at 35:00 and confirms it is working at 36:00.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked vague, repetitive questions without structured troubleshooting; skipped basic checks like SSID/password verification or router settings.
R3 Not Met Correct resolution path conf 90%
Agent did not determine warranty status, hardware fault, or choose an appropriate path; simply gave vague statements and incorrect guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause; asked irrelevant questions (e.g., about a 'second child nacimiento') and did not follow logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., checking router admin page, firmware, or Wi-Fi settings) despite needing to verify 2.4 GHz network configuration.
T3 Not Met No misinformation conf 98%
Agent provided a hallucinated URL 'supportygdlynksis.com' which contradicts the authoritative KB (support.linksys.com).
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no opening frame, no transitions, frequent silences, and agent lost control (e.g., 'I thought we'd be able to change hands').
C2 Not Met Confirmed understanding conf 95%
Agent used confusing terms ('ubiquitous door knobs', 'second child nacimiento'), failed to confirm understanding, and did not adapt to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent showed no ownership: offered no actionable help, gave nonsensical responses, and did not take responsibility for resolving the issue.
O2 Not Met Proactive follow-through conf 90%
No next steps defined; agent did not set expectations or timeline, and ended call abruptly after resolution was self-achieved by customer.
O3 Not Applicable Closure confirmation conf 100%
First contact confirmed; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (IoT device connection).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy; responded with confusion and irrelevance during customer frustration (e.g., 'I'm a big mom'), not acknowledgment or reassurance.
X2 Not Met Tone & rapport conf 90%
Agent did not match customer’s tone or pace; remained disengaged and incoherent even as customer expressed confusion and effort.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by asking redundant questions, providing unclear instructions, and failing to streamline the process.
Call Transcript30 turns · 36 lines
Speaker 1
[silence] It was disgusting.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
I think it's like just by default. [silence] Hi, my name's Mark McLean. I'm having a hard time connecting a 2.4 GHz device to my network and I was hoping you could help. Yes, I did. I It is a Panasonic doorknob. No, it's a doorknob.
01:00
Speaker 2
Thank you for calling links and this is Carla How may I help you? Okay. So did you already separated the names here? The 2.4 and 5. Okay. And what device you are trying to connect? I'm sorry. I thought uh Sonos right? I stand up. [silence]
14:00
Speaker 1
no, I've called links this before. I do. Okay. 207, 991, 4133. Correct. [silence]
15:00
Speaker 2
All right, so before we um continue, let me just create a record for this. Have we caught length since before? This is the first time. Okay, do you have a ticket number or a reference number? Okay. Okay. All right, can I have just your phone numbers here so that we can uh we try to check if I can pull up your record using your phone number. Okay. All right and okay. Again, that's 207-991-4133. Okay. Okay, I was able to pull up a record here.
15:00
Speaker 1
I believe so, Yep. Breathe! I can connect to the 2.4 with my phone, I haven't tried anything else.
16:00
Speaker 2
Yeah. uh. Okay. Uh. Um. Okay. Uh. And. Is there any other wireless devices already connected to the 2.4? Mhm. Uh.
16:00
Speaker 1
I've tried and it has not worked. Yes. No, but I can. Certainly, let me go upstairs. Don't have a phone TV here in front of me.
17:00
Speaker 2
First time to connect this door knob to the two point four. so um, but when your phone is connected, is that an iPhone? like, have you tried other devices like TV sir? Have you tried it connecting to the two point four? Okay. Can you try it sir? . Can you check it? Yes, that is connected to the five digit boost. right? Oh, did you try to turn on the turn on the Wi-Fi before you run it?
17:00
Speaker 1
One hung flower finger. Time. Okay. but it's help if I let you get to it. well [ silence ] oh [ silence ] cause I'm not don. [ silence ] it's says it, I've connected the TV to it and it says it works. yup? the Panasonic doormat app or the door app yes no yes yes.
18:00
Speaker 2
okay so that'll make sure the T uh the 2.4 network is working because there are already two devices that is already um able to connect to the 2.4. uh when you connected the Panasonic um the door knobs here you um use the app right yes yes and then was there like an error message when you tried to connect [ silence ]
20:00
Speaker 1
or one that does what they do in, to port for a at the time. Is there enough line level, contact. Phone is connected to the 2.4 also. Yes. Well, I'm trying to re get it, re replicate it for you, sir. So we ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...
21:00
Speaker 2
Okay, when you set up the ubiquitous, the door knobs, sir did you like check if the phone is also connected to the 2.4? Um, then to rest on err messages when it tried to connect. And what is that error message?
21:00
Speaker 1
Is WiFi connection failed? Please make sure your wireless router is working properly. Please make sure the device is close to the wireless ladder and make sure the WiFi network name and password has been entered correctly. Collected. Collected. Collected. Collected. And I'm positive I have the WiFi name and password entered correctly. 100%! Do you need a tie? It's not working. Test your brakes today. Ready? It goes dot com. I've had the doorknob connected to another network before, so why this would not work with your guys' network is hard for me to understand. [silence] [silence] Did I lose you? [silence] But what I can tell you is the door used to work on another network. It has not worked since I swapped to your guys's network. [silence]
22:00
Speaker 2
Okay, am still here, sir. Sorry. Because if the 2.4 is like not working, the other devices, like your phone and TV, will not also connect, if there is a problem on that network. [silence]
23:00
Speaker 1
I don't think that's the what I want to do. I went to your guys' network for a reason, but this is not working. I don't know. I I'm gonna try let's see.
24:00
Speaker 2
are there like is there an option on your on your door knob to like reset it like go back to its default settings to remove whatever configuration you have with the hold network? Yes, this is the reason for the big mistake. Okay. Okay, those are good numbers. All right. So now let's move on to the computer or I mean the second child nacimiento. Yeah. hopefully we'll get the um the same number.
24:00
Speaker 1
[silence] uh I have no idea what you mean by blinking, I there's no light on it.
25:00
Speaker 2
And then go to DNA. [silence] And then go to share browser info with [silence] [silence] [silence] Is your door knob Wi-Fi server blinking when you try to add it onto the app? [silence]
25:00
Speaker 1
... Just reset it to factory settings and went through the setup again, and I still get the Wi-Fi connecting failed.
29:00
Speaker 2
It's still, um, not connecting. [silence]
29:00
Speaker 1
[silence] It's a mode DDL240X- 1HW. Yes. Correct. Oh, you're right. It is Phillips. Excuse me.
30:00
Speaker 2
when you connected this search to the app, did you use the app like added to your app? make sure you apply that on your address. this is panasonic, sir, right? or is it panasonic or is it a phillips? yes.
31:00
Speaker 1
well it was let me make sure i have not somehow changed it uh yes my phone is connected to the 2.4.
33:00
Speaker 2
your iPhone is also connected right now to the 2.4, right? [silence] [silence] Oh, you got it. I thought we'd be able to [silence] change hands or something. Again the error message is unable to connect right.
33:00
Speaker 1
Connected. man, it connected. It's fixed. Yes. Not sure why, but it connected. Yep.
35:00
Speaker 2
Hold on. Is it connected to the second phone or first first phone? Like how about I'm a big mom. What do you want? I'm sorry. It connected. Now, it can you double check and use it if it's really working. Before
35:00
Speaker 1
It's working. OK. Thank you very much.
36:00
Speaker 2
[silence] to our web site to for updates at supportygdlynksis.com and anytime you need a sense again in the future just give us a call, okay? Okay. Thank you for calling G LinkSys this is Scarla bye for now.
36:00