V2 Rubric Detail — 619513a0-70b0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:10
Duration
14m 12s
Contact
Jason Mansfield
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134786
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: firmware inquiry
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall62.3% (+6.3)

V2 Grader Summary

The agent provided technically accurate information and guided the customer toward using the Linksys app to verify firmware, partially addressing the concern. However, no investigation into historical events was conducted, and the customer was left to self-serve that aspect. The interaction was polite and controlled but fell short of full resolution or ownership of the diagnostic request.

V1 Case Analysis

Customer requested historical firmware/activity logs and current firmware verification on MX5500. Agent confirmed auto-updates and provided app steps to check current version but could not retrieve past logs or escalate. No resolution achieved.

Troubleshooting Steps
  • Confirmed Wi-Fi connectivity and that the router is online.
  • Collected serial number.
  • Provided instructions to view current firmware version via the Linksys app (Menu > Network Administration).
Key Observations
  • Agent misidentified the router model as 'SP and MX 55' ([03:00]), which is not a valid Linksys model; correct model is MX5500 based on serial and 'intelligent mesh' description.
  • No warranty or eligibility check was performed despite the request for historical data.
  • Agent correctly explained that firmware updates are automatic and provided accurate steps to check current firmware via the app, per KB guidance.
  • Agent failed to offer escalation, remote diagnostics, or any alternative path for historical log retrieval, despite the customer's explicit request.
  • Communication lacked empathy and structure, with repetitive phrasing and no confirmation of understanding.
Positive Highlights
  • Correctly explained that firmware updates are automatic by default, consistent with KB in universal_firmware_update.md.
  • Provided accurate steps to view the current firmware version in the Linksys app (Menu > Network Administration), as documented in linksys_now_login_admin.md.
  • Correctly advised against downloading firmware from third-party websites, citing security risks, per KB guidance in universal_firmware_update.md.
Agent Errors / Gaps
  • Incorrect model identification: referred to 'SP and MX 55' ([03:00]), a non-existent model; should have identified MX5500 based on serial and context.
  • Failed to collect or verify warranty status when the customer requested historical logs, a key eligibility factor for advanced support.
  • Did not explain why historical logs are unavailable or offer escalation to technical support for further investigation, per KB limitations in universal_firmware_update.md.
  • Provided no clear next-step or follow-up plan beyond generic app instructions, leaving the customer without resolution.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent confirmed router is online and provided correct guidance on checking firmware via the app, but did not resolve the customer's core request to review historical activity (e.g., reboots or device connections from last year).
R2 Partially Met Diagnostic thoroughness conf 94%
Agent verified serial number, confirmed model (SPNM55), and acknowledged the router is working; advised using the app to check firmware, which is a relevant self-help step, but did not attempt to retrieve logs or investigate historical events.
R3 Partially Met Correct resolution path conf 93%
Agent correctly explained auto-updates and app-based firmware checks per KB, but did not determine whether historical data access was possible or explain its unavailability, limiting the resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (concern about unauthorized access) and asked if the router was working; however, no targeted questions about logs, reboots, or security events were pursued.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent directed customer to use the Linksys app — an approved tool — to check firmware, which is appropriate; however, did not use backend systems or admin tools to check for historical events despite customer request.
T3 Met No misinformation conf 98%
Agent accurately stated that firmware updates are automatic and should be managed through the Linksys app, consistent with universal_firmware_update.md and security best practices.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call control and kept the interaction moving, but failed to set clear expectations or structure around the investigation of past events.
C2 Met Confirmed understanding conf 95%
Agent used plain language and avoided jargon, adapting well to the customer’s non-technical phrasing and level of understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the case without transferring, but did not take ownership of retrieving historical data or confirming firmware status remotely; closed with open-ended 'call back if issues arise'.
O2 Partially Met Proactive follow-through conf 89%
Agent provided a next step (use the app to check firmware), but did not commit to follow-up or offer further assistance proactively.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was within scope for L1 support and could be addressed via self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent remained courteous and patient throughout, acknowledged the customer’s concern about possible intrusion, and closed with a warm tone.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s pace, responded clearly, and maintained engagement without rushing or overloading with technical detail.
X3 Partially Met Overall experience conf 87%
Agent reduced effort by directing to the app, but could have explored whether backend logs were accessible, potentially avoiding customer-side investigation.
Call Transcript28 turns · 29 lines
Speaker 1
Oh, hello. My name's Jason Mansfield. I've got a gigaclear link C router. Um, I went away on holiday last year and it sounds horrible. Someone people tried to get into my flat. and nothing was stolen, I don't think. But I didn't even think about my router for my uh gigaclear account. and I I checked my settings and uh I think I don't know but I I think some things might have been changed.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling Linksys. This is Isis. How can I help you? [silence]
00:00
Speaker 1
I can't imagine I'd change it myself but, you know, I don't know that much about routers and stuff. And another thing I've done was I changed my SSIDs and passwords and an item come up that got disconnected and I have no idea what it is. So I was wondering if you could advise me, basically. Right. Okay. Um, Um, oh yeah, yeah. Everything's working. It's all work.
01:00
Speaker 2
Hi. Okay, oh. Hm. Okay, okay. Is. Is since you mention that you are on a holiday last year, there may be uh, a power outage in your area or an internet service erruption that got you router disconnected. Uh, but can you, but can you see your wifi name on your devices? Like when you check on your phone, can you see your wifi name?
01:00
Speaker 1
I'm on the internet now, yeah? Ah, yes, yeah. Yeah. Sorry? Yeah, it's all, it's all, I'm online. Yeah. I just wanted to check, check things like, okay, yeah. Is that on the bottom of it? serial number yet. Okay, it's 55V10M29E08091. Yeah. [silence]
02:00
Speaker 2
So you can connect to your WiFi name? It's working now? So no other concern? Is it back online? Okay, that's good. Okay. All right. Can you provide me the serial number of your router? Yes. At the bottom of your router, there's a serial number. Let me verify again. The serial number is 55V for victory. 108 705.
02:00
Speaker 1
Yep. Yep. E, E, E for elephant. Yep. Actually, this is the only one I've got... I've got an extender mode but I haven't plugged it in. [silence] S PN MX 55, that's right. Yep. It is. I've got a... I've got a... Oh, what's this called? It's a... intelligent mesh but it's not even out of the packet. I haven't plugged it.
03:00
Speaker 2
For Mike, 29A for Al Fa. Zero eyes. Okay. And then zero, eight, zero, nine, one. All right. Let me check first. How many of this or the Lynx is product you have? You only have one Lynx product or which is for the model is SP and MX 55. So this is the only Lynx product you have. [silence]
03:00
Speaker 1
Yeah, what's the node? I have one router, is that the same thing? I've got the, yeah, yeah, yeah, okay. It's the same thing, yeah? The node and the router are the same, yeah, we've only got that, that's the only one I've got plugged in, yeah. Yeah. It's Jason Mansfield. J-A-S-O-N. [silence]
04:00
Speaker 2
Yes. So, since this is the only router lynx is router, you have ESPN, MX, 55. So, you only have one nodes. And your uh, yes. Yes, router or nodes. So, you only have one node or one router. And this router uh, yes. ESPN MX 55. Um, uh, your internet service provider is Vigaclar? All right. I'll great for so record for you, sir. May I know your name? Can you still your name, sir? J-A-S-O-N J for George.
04:00
Speaker 1
for Indian. E for Elephant. LD. Have I got one on record or can I just give you one I can remember? Anyone will do, yeah? Okay brilliant. JPM, 143, 2004 them, 2000, at gmail.com.
06:00
Speaker 2
N. S. F. E. L. D. after F, right to L. D. to L. D. all right. Jason Mansfield, all right, thank you, Jason. And your email address, Jason. Yes. Any email you can provide. yeah, any email address.
06:00
Speaker 1
P, P, P for Peter, P for Peter. Yep, M for Michael. Yep. Yep. Yep, two zero zero four, yep. Then another, it's two, zero zero four, then two, zero zero zero. Yep. Well, I just,
07:00
Speaker 2
So, it's J for John, T for Tom, M for Mike. All right. P for Peter. JPM, M for Mike. Yeah, and then, one for three, 2004, at gmail.com. All right. After 2004, another 2012, at gmail.com. All right. Thank you, Jason. So, you mentioned that your router is working fine. What is the issue with your router? Or what do you
07:00
Speaker 1
I'd like to check if there's anything strange happened last year, if I can. I contacted Gigaclear and they said that they don't have records that far back, but Linksys, you you probably do. I'd also like to check my firmware. Make sure it's up to date. There's an auto update, but I've I've I've read on the internet that it doesn't always do it with Gigaset clear. And yeah, just wondering if there's anything anything abnormal you can tell me that might've happened and what's happening.
08:00
Speaker 2
anything abnormal? Let me check if there's anything. So far, I don't think there is any issues with your router.
08:00
Speaker 1
Yeah. Yeah. Could you check the certain dates as well as if it's possible? Can you check certain dates from last year, if anything happened, if there was a restart or anything was connected or a new device was connected? Because my records don't go back that far. Okay. Okay. Linux ya
09:00
Speaker 2
[silence]
09:00
Speaker 1
Okay, I haven't got the links yet, but I can I can uh I can go straight into the um router um uh with administration, but it doesn't the it doesn't go back that far. But will the um will the link seeapp let me look back to last year? So what's on now? Okay. Okay. Okay, brilliant. Yep. Yeah, I knew that. Okay. Okay.
10:00
Speaker 2
Parse this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
10:00
Speaker 1
network settings on the administration, on Lynxys app.
11:00
Speaker 2
version for your Linksys router by going to the network. Yes. So, you can check the firmware of your router, if it's up to date by clicking on first on the menu. That's the three horizontal lines at the top of the Linksys app. And then go to the network administration. Once you tap on that, it will provide you information about your router and the current firmware version of your router, and it will tell you if it's up to date. But usually, it should be up to date because...
11:00
Speaker 1
Okay. Yeah. that's how I've got it set up. Yeah. Okay. I think so yeah. I think so. Yeah. I just wanted to know. you're all right. You can't look back to my dates and I've got to check my own firmware. Okay. with the link to the app or is there a best way? Is that the only way I can check? Can I just go online and check what the latest firmware is or do I have to use the links he's at? Okay. Okay.
12:00
Speaker 2
By default, your router, is or have the feature that it is automatically update if there is new or latest version of your firmware. All right, so that is all, Jason? You have to use the link, this app. Because if you go search on other website, they don't have really the firmware version. And if you upload that, it may be different from the router you are using.
12:00
Speaker 1
Okay. Okay. Brilliant. I'll do that. Okay. Well, thank you very much. I've massive, it really. If I can't look. Okay, yeah, I'll bring that. Okay, brilliant. Thanks. Okay.
13:00
Speaker 2
So it's better to update your firmware version using the app because if it is out of date but the app will tell you that you need to update your router and you have an option there to upload the firmware version, the latest version firmware of your router, and then you can download it to the app. And it's much safer than going to other websites because you don't know if there's any virus attached to that link or download link for the firmware version of your router. But I think there are Yeah, all right, so there's no other concern. Um, if you have any problems with your router, you can, yes, you can always call us back. Yes.
13:00
Speaker 1
You're very welcome. No problem. You have a good day. Okay, bye-bye.
14:00
Speaker 2
You're welcome. It's my pleasure to assist you, Jason, and thank you for calling Lincoln West Take care and have a great day. Goodbye Yes
14:00