V2 Rubric Detail — 6c4d0fce-60f6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 15:51
Duration
7m 17s
Contact
Lester Cypher
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132424
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall47.4% (+3.4)

V2 Grader Summary

The agent correctly handled the out-of-warranty status and committed to sending setup instructions, maintaining ownership without escalation. However, no troubleshooting or diagnostic questions were asked, and the agent failed to demonstrate empathy or adapt communication for an elderly, non-technical caller. The lack of engagement, unclear follow-up timing, and increased customer effort result in a partial resolution.

V1 Case Analysis

Customer (Lester Cypher) needs help setting up a new router; device is out of warranty. Paid support offered and declined. Agent will email setup instructions but misrecorded email address. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misheard and misrecorded the customer's email address as 'Blaser@thevolunteerway.org' instead of 'lester@volunteer.org' ([04:00]).
  • Customer provided serial number '278B01521' ([01:00]–[02:00]), but agent failed to confirm or validate it.
  • Agent did not ask for or confirm the router model number, which is critical for accurate setup guidance.
  • Agent asked irrelevant question about interpreter ([04:00]), showing poor focus on customer context.
  • No troubleshooting steps were performed, even basic ones like power cycling or accessing the correct setup URL (192.168.1.1 or myrouter.local).
  • Agent did not clarify whether 'register.linksys.com' was still relevant or if setup was browser-based only.
Positive Highlights
  • Agent correctly identified and communicated that the device was out of warranty ([03:00]).
  • Agent acknowledged the customer’s lack of technical experience and offered email instructions as an alternative to paid support ([06:00]).
  • Agent maintained a polite and respectful tone throughout the call, appropriate for an elderly customer.
Agent Errors / Gaps
  • Misrecorded customer email address as 'Blaser@thevolunteerway.org' instead of 'lester@volunteer.org' ([04:00]).
  • Failed to confirm or validate the router serial number despite customer providing it ([01:00]–[02:00]).
  • Did not collect or confirm the router model number, a critical omission for setup support.
  • Asked irrelevant question about interpreter instead of focusing on setup needs ([04:00]).
  • Provided no concrete troubleshooting steps before offering paid support.
  • Did not verify customer's ability to access web browser or understand setup process.
  • Failed to clarify whether 'register.linksys.com' was still relevant or if setup was browser-based only.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent promised to send email instructions for setup and clarified no registration is needed, but did not confirm resolution or verify understanding; outcome pending customer action.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps taken—agent did not ask about current setup status, connection issues, or model type; immediately pivoted to warranty and email after serial collection.
R3 Met Correct resolution path conf 95%
Correctly identified device as out-of-warranty and offered appropriate options: paid support or email instructions—aligns with policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No symptom identification or diagnostic questions—agent assumed setup need without confirming issue; no root cause exploration.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools required or used; issue was basic setup guidance for OOW device, resolvable via documentation.
T3 Met No misinformation conf 95%
Information provided (no registration needed, setup via browser, paid support option) is factually correct per Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Collected serial and email, kept call moving, but failed to set expectations or frame interaction—no opening summary or confirmation of next steps.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not adapt to elderly caller’s pace or confirm comprehension; missed opportunity for empathy or clarity checks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by collecting details, not transferring, and committing to send instructions—no avoidance or deflection.
O2 Partially Met Proactive follow-through conf 80%
Stated email instructions would be sent but gave no timeline or follow-up commitment—customer left waiting without clarity.
O3 Not Applicable Closure confirmation conf 95%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation made and none warranted—issue was OOW setup request, handled within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed despite customer stating age (90), lack of tech experience, and difficulty—remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Did not adjust tone, pace, or engagement for elderly, non-technical caller; no comprehension checks or reassurance offered.
X3 Not Met Overall experience conf 90%
Customer repeated serial number multiple times due to unclear confirmation; left to wait for email without immediate help, increasing effort.
Call Transcript16 turns · 16 lines
Speaker 1
yes I want to register that the slinks thing I got here
00:00
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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your support options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Joy. How can I help you today? [silence] [music] [silence]
00:00
Speaker 1
uh. Do you remember ? I'd you still, uh, would, would that be right on the equipment ? uh, Okay, I'm gonna get, that ready. I should have that out. I'm sorry. What's the matter ? I've got a few in my hands. Let's see. Serial number. two, 1. T is in Peter. One, 1.
01:00
Speaker 2
I have the serial number, I'll link this device, please. Yes, sir.
01:00
Speaker 1
as a mother, 2 7 8. B as in boy, 0 1 5 2 1. Hello? Hello? uh, yeah, I know that V is right down the C. B for boy. And then what? What did you want the other one? 2 7 M. 2 7 B as in boy.
02:00
Speaker 2
Yeah, um, is it a for apple and then b for boy? 0152 1. Um, is it 27 a for up, all b for boy? 015 2 1.
02:00
Speaker 1
ask to one okay thanks a lot I
03:00
Speaker 2
Okay. Let me just check this one just for a moment. Mhm. Mhm. All right, um, as for jockey here on my end, uh, this router is no longer under warranty. We can no longer provide free technical support for this unit. But if you need help for troubleshooting, you can avail our paid service. That's $15 for an hour. But if not, we can just also send you email instructions.
03:00
Speaker 1
Email instructions. email is Lester at the volunteer.org . Yeah, it's Lester, L-E-S-T-E-R . Cypher, C-y, p as in Peter, H-E-R . that's my last name, Cypher. Lester .
04:00
Speaker 2
Yeah, sure. May I have your email address, please? Blaser, B-L-A-S-E-R, thevolunteerway.org, right? Mm-hmm. And your first and last name? And last name. What's your first name? Blaser. OK. And who is your interpreter?
04:00
Speaker 1
[KEEP_UNCERTAIN] or spectrum. What's my main concern? We have a router on there now. Spectrum go uh has changed the box for the TV and the router I have is antique. So uh my organization, The Volunteer Way, is a charitable organization and we get uh what is leftovers and things from all the different stores. And we get we got the router and we and it's a a better router. It's a more faster router and that's what we have to do. We got to put the faster router in now.
05:00
Speaker 2
ISP. so whose your name a constraint again it this router. yeah. mm hmm okay I see. so you have the
05:00
Speaker 1
Yes. Step up and get to speed more. And then that and it'll tell me how to register it? Okay, so I have go to say I'm I'm 90 years old. We've we've never had any tech. And I'm it's very difficult for me. Okay.
06:00
Speaker 2
like set up this router okay okay. I see. So, I'll just send you the email instructions for the set up process for this unit. All right. Um no need to register it. You just have to set it up on the web browser in order for it to work. Mhm. Okay. All right. So, just follow the process. No need to register this product. You just have to uh visit a website to start the set up procedure. So, I'll just send you the email instructions for that. Later.
06:00
Speaker 1
Okay, alright, thank you very much. I appreciate it. All right, bye. God bless. Bye.
07:00
Speaker 2
You're welcome, sir. Have a good day. Thank you for calling Link Savers. Bye. Mm-hmm. You too.
07:00