V2 Rubric Detail — 75bda9e6-6f52-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:25
Duration
5m 39s
Contact
Max Trop
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134533
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_RE6350
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp4.29/5
Overall27.0% (-9.0)

V2 Grader Summary

The agent identified the device as out of warranty and offered paid support or a delayed email guide but performed no troubleshooting, diagnostic questions, or real-time guidance. No resolution was achieved, and while communication was polite and clear, the agent failed to provide the required best-effort support for an out-of-warranty device. The interaction resulted in no technical progress, meeting none of the core resolution or technical accuracy expectations.

V1 Case Analysis

Customer unable to set up Wi-Fi extender after fiber upgrade. Agent misidentified device as camera, did not collect model number, incorrectly stated warranty expired without verification, and misspelled email (C for Peter). No troubleshooting performed. Offered to email guide.

Troubleshooting Steps
  • Created a case record in the system
  • Collected partial serial number
Key Observations
  • Agent misidentified the device as a camera at [00:00], showing a fundamental misunderstanding of the issue.
  • No technical troubleshooting was performed — no questions about LED status, setup network, or access method were asked.
  • Agent incorrectly spelled the customer's email address as 'C for Peter' instead of 'P for Peter' at [04:00], risking delivery failure.
  • Warranty expiration was stated without verification or model lookup, violating protocol.
  • No model number was collected, making any troubleshooting guide sent potentially irrelevant.
Positive Highlights
  • Created a case record promptly.
  • Confirmed the customer's name (Max) during the call.
Agent Errors / Gaps
  • Incorrectly referred to the extender as a camera at [00:00].
  • Did not collect or confirm the product model number.
  • Stated warranty was expired without verification.
  • Incorrectly spelled the email address as 'C for Peter' instead of 'P for Peter' at [04:00].
  • Offered paid support before attempting any basic troubleshooting steps.
  • Failed to ask any diagnostic questions about the extender's LED, setup network, or access method.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was achieved; the agent offered paid support or an email guide but did not resolve the setup issue.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skipped troubleshooting entirely, did not ask about LED status, network visibility, or password, and jumped straight to warranty and payment options.
R3 Not Met Correct resolution path conf 97%
Despite the device being out of warranty, the agent failed to provide best-effort troubleshooting (e.g., guiding through setup steps, referencing KB articles in real time) as required by protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify symptoms (e.g., LED color, network name visibility), ask diagnostic questions, or attempt to determine root cause such as placement, password, or mode mismatch.
T2 Not Met Appropriate tools / resources used conf 96%
No use of KB resources, setup guides, or diagnostic tools (e.g., checking extender.linksys.com, Spot Finder, or default credentials) despite their relevance to the issue.
T3 Not Applicable No misinformation conf 95%
No technical guidance was provided during the call, so accuracy cannot be assessed.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set expectations about warranty and offered options, but failed to guide the customer through any actual resolution path or maintain control of the technical interaction.
C2 Met Confirmed understanding conf 96%
Agent used clear, simple language and spelled out the email address using phonetic alphabet to confirm accuracy, adapting to customer needs.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent created a case and offered assistance options, but did not take ownership of resolving the technical issue, effectively deferring all effort to the customer.
O2 Not Met Proactive follow-through conf 97%
Only vague timeline given ('three minutes') with no clear next step for the customer beyond waiting for an email; no follow-up commitment documented.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue and agent's approach.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained polite, apologized for the issue, and maintained a professional tone throughout the call.
X2 Met Tone & rapport conf 95%
Agent matched the customer's pace, confirmed understanding on email spelling, and maintained engagement without confusion.
X3 Partially Met Overall experience conf 88%
Agent avoided re-asking information already provided (serial number, email), but increased customer effort by not resolving the issue live and requiring wait time for an email.
Call Transcript8 turns · 9 lines
Speaker 1
I'm trying to set up this Wi-Fi extender and I'm having trouble connecting to it.
00:00
Speaker 2
Welcome to LynxSys 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.LynxSys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be please have your device's serial number and contact information ready. If unavailable kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling LynxSys technical support. This is Rio. How can I assist you for today. Please, I do apologize for you experiencing an issue setting up your camera.
00:00
Speaker 1
I think my mom used this when they were using a different router and modem before but they switched to fiber in the building. Serea number two, three. A one zero P. Zero six B zero six three. Eight four. Uh, just one. Uh, one second, let me.
01:00
Speaker 2
Do you may know, sir, if this is the first time you're going to set it up or it was working fine before? Can you give me just three minutes? Let me just fill in everything first in the system so I can create a case record for you. All right, sir, I was able to create a record for you in the system. However, based on your record here, the warranty of your product has already been expired. and just to set proper expectation that we no longer provide free technical assistance. [silence]
01:00
Speaker 1
uh I I guess you sent me the email 0 p 0 p 0 as in penguin.
04:00
Speaker 2
However, if you insist, we can still provide you a one time phone support, lasting only for 60 minutes, but there'll be a fee for that, and that's $15. So, uh, if you don't want to pay $15, sir, it's okay. We still have a free option for you, wherein I can send you an email, and how you can try to troubleshoot your extender so you can connect to your routers. That's for free. So, which one do you prefer? Okay, all right. Now, sir Max, uh, let me just confirm your email address, so that you'll be able to receive the troubleshooting guide. That would be M A X T R O P 136@gmail.com, right? T R O P.
04:00
Speaker 1
TROP Okay. Yeah. Okay, thank you. Oh, yeah, that's it.
05:00
Speaker 2
Yeah. C for Tango, R for Romeo, O for Oscar, C for Peter. 136@gmail.com. Correct? Okay. All right. Now, after our call's over, give me just three minutes, and then you can refresh your email after that three minutes. Okay? Thank you so much. Anything else I can assist you with, aside from this? Okay. Thank you so much. You have a nice day ahead. Bye-bye for now. Thank you.
05:00