V2 Rubric Detail — 73b6520a-810f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 12:11
Duration
9m 35s
Contact
+447748962276
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137436
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't access specific websites

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.1% (+57.1)

V2 Grader Summary

The agent correctly identified a network-level DNS issue and provided a technically accurate fix (Google DNS 8.8.8.8) that restored connectivity. While the technical guidance was sound and aligned with general networking best practices, the resolution was not fully verified before the call ended. No KB contradictions were found.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 91%
Customer reported the website was connecting again after DNS change, but agent did not confirm full resolution or test stability over time; final step was to try another browser without verification.
R2 Met Diagnostic thoroughness conf 89%
Agent identified the core symptom (site works off-network, fails on-router), ruled out client-side caching by using incognito, and applied a targeted fix (DNS change) that produced observable improvement — a logical and effective diagnostic path.
R3 Met Correct resolution path conf 87%
Agent selected DNS reconfiguration — a standard, appropriate fix for DNS-based blocking or caching issues — and did not prematurely escalate or dismiss the case, aligning with KB best practices for this symptom.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent confirmed the issue occurred only through the router, asked about device scope, and inferred a network-level cause (likely DNS or firewall), leading to a focused solution — demonstrating clear diagnostic logic.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent did not use remote tools or verify DNS settings directly in the UI, relying on verbal instructions; however, the fix was simple and commonly self-applied, reducing the necessity of tool use.
T3 Met No misinformation conf 97%
Changing DNS to 8.8.8.8 and 8.8.4.4 is technically accurate and a valid workaround for DNS caching or filtering; advice to test in another browser is also correct.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent provided clear steps but failed to set expectations early, clarify the plan, or manage confusion around model number; call lacked framing and smooth transitions.
C2 Partially Met Confirmed understanding conf 81%
Agent used accessible language and gave actionable steps, but did not adapt tone to customer’s frustration or confirm understanding after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, and pursued resolution independently — demonstrating full ownership of the case.
O2 Met Proactive follow-through conf 93%
Agent provided specific next steps: change DNS settings and test in another browser — clear, immediate actions the customer could follow.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolvable at L1 with DNS troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent did not explicitly express empathy, but maintained a neutral, helpful tone without impatience or discourtesy; minimal acknowledgment of frustration, but not dismissive.
X2 Partially Met Tone & rapport conf 84%
Agent adapted to technical level by giving clear steps, but did not adjust tone or pacing to customer’s stress; engagement was maintained but not enhanced.
X3 Partially Met Overall experience conf 85%
Customer had to manually enter DNS settings and repeat serial/model info, but agent guided them through necessary steps without unnecessary holds or repetition.
Call Transcript18 turns · 19 lines
Speaker 1
[silence]Hi, I've got one of your products, a Linksys, I'm not sure which one it is, but anyway, I've got a problem where I'm trying to access a website that I've created and I've been working on it. It's now, it, when I reboot the router, it allows me to access and then probably within a couple of minutes, it just boots me out and it basically sends me off to a an undiscoverable, you know, domain name. So it must be caching something somewhere and I just don't know how to get rid of it. I tried reboothing.
00:00
Speaker 2
Welcome to link sys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling link sys. This is Joy, how can I help you today? [silence] uh... (mumbling) uh... is it happening? (partially incomprehensible) to your other devices also or just one specific device? Okay. um, just to verify, this is Mr. Peter Yang, correct? and you have the SNMX42? Uh, the model number of your device is a C and Mx for two, is that correct? At the bottom of your order.
00:00
Speaker 1
[silence] so it's SPN MX56 meth a what sorry? Syrup number game yeah let's see. So I'm just sharing the image.
02:00
Speaker 2
It is the S P and MX 4 2 um for the model number. 5 6 and my A V-C three L number where that Li and. Umber can go.
02:00
Speaker 1
right zero number five nine s one zero m two or e zero two seven two. [ silence]
03:00
Speaker 2
Gone. Okay, hold on. Let me just check. And your internet service provider is who?
03:00
Speaker 1
uh, nodes as in, uh, extenders, um, yeah, I've got another three on top of this, um, coming off a the main router. 5.9. S, so, S 4 G A. 1 0 M. M. two-four-Em. 200. 2 7 000 23.
04:00
Speaker 2
How many nodes do you have in total serving the system. the tower. yeah. Okay. Um, let me verify again the serial number. Um, that's five. Go on. <noise> okay.
04:00
Speaker 1
Yes, there are. Yeah. so it's basically one one website that I've been configuring. Um so it's all working, it's all up and running and if I try and access it through any other network, if it works fine. Um but it seems to reboot the um the router and it lets me in, uh and then after a couple of minutes, it just boots me out. So, uh I think it must be caching something or or doing something that's, you know, maybe the firewall or something like that. Um but I just can't find out what it is that it's doing it. Yeah, yeah. So, everything I've done clear caches, I've done.
05:00
Speaker 2
[KEEP_UNCERTAIN] Have you tried to assign like you're using your computer right now to check the web site? How many web sites you can access? you can't how many web sites are giving you that error? Have you tried to clear cast on your computer on that specific web site or?
05:00
Speaker 1
i'm going through incognito, blah blah blah. If I change the network to my phone network, it works fine. As soon as I go through the router, it stops working. So what connects to the router itself? Yeah. So I'm connected at the moment. I'm just looking at it now. I'm in the um Linksys Smart Wi-Fi um help center or whatever, or, you know, configuration. Yeah. Uh, yeah.
06:00
Speaker 2
Okay, I see. Um, on your computer, make sure it's connected to your uh reader's network, then access my router dot local. Make sure your computer is connected to the network and access my router dot local. Okay, and then, going to go to connectivity. And then um, local network.
06:00
Speaker 1
So DNS1. I, three, so h, h, h, h, h. Yeah. All right. Yeah. Okay. No, saying it's not connected to the router. Okay.
07:00
Speaker 2
and then change DNS one to eight dot eight dot eight dot eight and yeah, DNS one for eight. And then, yeah, and then DNS to change it to eight, eight, four, four and then apply. Yeah, try to reconnect again if it it applied some change.
07:00
Speaker 1
yeah okay seems to be working so what do i need to do now and
08:00
Speaker 2
could try to access the website that you have problem with. [silence]
08:00
Speaker 1
that's connecting again. yeah. sorry say that again.
09:00
Speaker 2
it's not working okay try um a different browser also try to um access that website into a different browser to make sure if it's working with the other browser too
09:00