V2 Rubric Detail — 779c0bf6-651e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:48
Duration
6m 48s
Contact
Karim Abdeldaqui
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133046
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA8300_Inquiring Wireless properties

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall64.8% (+20.8)

V2 Grader Summary

The agent demonstrated ownership and empathy, accurately guided the customer to locate network settings, and appropriately handled an out-of-warranty device. However, the customer never confirmed retrieving the requested subnet mask and gateway values, leaving the issue unresolved. The interaction lacked verification and structured closure, resulting in a partial resolution.

V1 Case Analysis

Customer requested subnet mask and default gateway for EA8300 router. Agent confirmed model, stated device is out of warranty, provided incorrect support URL (support.Links.com), and instructed customer to view network details on Mac. Customer ended call without confirming success.

Troubleshooting Steps
  • Confirmed product model (EA8300)
  • Informed customer device is out of warranty
  • Provided incorrect support URL (support.Links.com)
  • Asked if Mac was connected via Wi-Fi or Ethernet
  • Guided customer to view network details via macOS Wi-Fi menu
Key Observations
  • Agent provided an incorrect support URL (support.Links.com instead of support.linksys.com) at [03:00], which is a critical accuracy failure per KB guidance.
  • Agent referenced a non-existent 'AI tool at the bottom right' of the support site, creating misleading expectations.
  • Agent did not verify whether the customer successfully retrieved the subnet mask and default gateway before the call ended at [06:00].
  • Agent did not collect serial number, case number, or full customer contact details (name, phone, email), violating basic protocol.
  • Customer ended the call abruptly due to frustration, indicating poor operational closure despite the agent's attempt at empathy.
Positive Highlights
  • Correctly identified the product model (EA8300) from partial customer input.
  • Provided generally correct macOS instructions for accessing network details (Wi-Fi icon → Details → IP address, default gateway, subnet mask).
  • Expressed empathy and apologized for the previous agent's behavior.
Agent Errors / Gaps
  • Provided wrong support URL (support.Links.com instead of support.linksys.com). KB states the correct URL is support.linksys.com.
  • Referenced a non-existent AI tool on the Linksys support site, contradicting KB guidance.
  • Did not confirm whether the customer successfully retrieved the subnet mask and default gateway, leaving the issue unresolved.
  • Did not collect or confirm product serial number despite discussing warranty status.
  • Failed to gather customer contact information (name, phone, email) beyond a partial email mention.
  • Did not create or cite a HappyFox case number.
  • Did not confirm customer identity or validate the email address (wire.divot.1620@yahoo.com) for follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
The customer asked for the subnet mask and default gateway, but the agent did not provide the values nor confirm the customer successfully retrieved them before the call ended.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided the customer to check Wi-Fi details on Mac, which is a relevant step, but did not verify completion or troubleshoot further if the values were missing or incorrect.
R3 Met Correct resolution path conf 94%
Agent correctly identified the E8300 as out-of-warranty and offered self-service resources while still providing best-effort troubleshooting steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked about connection type (wireless) and acknowledged the device model, but did not explore the actual network issue (remote camera access) or determine if the gateway/subnet settings were indeed the root cause.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed; the request was for basic network info accessible via the customer's device, and KB-based guidance was sufficient.
T3 Met No misinformation conf 96%
Instructions to access Wi-Fi details on macOS are accurate and align with standard OS procedures for viewing IP, gateway, and subnet mask.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent responded to customer frustration and apologized, but failed to structure the interaction with clear expectations, transitions, or confirmation of task completion.
C2 Partially Met Confirmed understanding conf 85%
Agent used minimal technical jargon but missed opportunities to confirm understanding, especially after guiding through a multi-step process on the Mac.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and attempted to assist despite the OOW status of the device.
O2 Partially Met Proactive follow-through conf 86%
Agent gave a next step (check network details) but did not establish a timeline or offer follow-up if the step failed.
O3 Met Closure confirmation conf 95%
Agent referenced the customer’s device (E8300) from system records, avoiding redundant questioning.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this informational request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed sincere empathy for the previous hang-up: 'I'm really so sorry for that inconvenience, sir.'
X2 Met Tone & rapport conf 92%
Agent adapted to the customer’s frustration with a calm, courteous tone and maintained engagement despite silences.
X3 Partially Met Overall experience conf 85%
Agent avoided making the customer repeat personal info and provided direct steps, but could have reduced effort by offering remote guidance or confirming success.
Call Transcript14 turns · 14 lines
Speaker 1
Hey, I was just on the phone with somebody and they hung up on my face. I was just asking them a question. I'm trying to, I'm trying to get, ugh, this web traffic, like the subnet mask number and the gateway number for my router, and then she said to open up on my computer and I don't know where to find it. Can you help me with that? Uh-huh.
00:00
Speaker 2
Welcome to lexus support. Please have your devices serial number and contact information ready. Thank you for calling links-is this is Effie. How can I help you okayAll right. So Okay. So you're asking for the subnet mask and the default gateway. Um, why do you need those settings, sir?
00:00
Speaker 1
It's a long story. I have I have say that again. I have a camera system and I think some information is wrong because when I'm connected on the same internet as it, it works, but when I'm away, it doesn't work. So, if I connect on a different internet and I had somebody come take a look at it maybe a year or two ago and I remember he called you to get some information and he plugged in some numbers and it changed. So, I'm thinking he might have been changing those numbers. So, for that reason, I was like, I'll give you a call and maybe we'll just double check, make sure they're right. But when I asked her, she said she couldn't give me those numbers over the phone. So,
01:00
Speaker 2
why do you need those settings, those information? What is your main issue by the way? What what's your main issue here? What's your main problem? [silence] Yes, cuz those information are
01:00
Speaker 1
OK. I have the IP address but I'm just. Uh-huh. Oh go ahead. Yeah. Uh yeah. Yeah.
02:00
Speaker 2
uh uh uh IP address it's a device I just pulled up your records yeah uh the wire divot 16 to 0@yahoo.com so you have an E8300 is that correct?
02:00
Speaker 1
hmm. if you could just help me find. these numbers, just, where can I see all my computer, that's really all I need.
03:00
Speaker 2
Okay. Yes, sir. So just to set your expectation, I believe that the previous technician did mention to you that your device, the E-A 8300, is already out of warranty. So, yes, sir. Actually, your device is already out of warranty. That just means it's no longer covered for free technical support. Okay. We do have options for out of warranty devices. We can give you our website, which is support.Links.com. You can find our articles related to your issue. Okay. You can also take advantage of our AI tool at the bottom right. That would be support.links.com. That's our support site, sir. And the second option. Well, if you
03:00
Speaker 1
the sub-net mess and the default, please. Okay. I'm on the, no, I'm on the Mac. Give me one second. I think that's a. Okay. I have my computer here. Let, let me turn it on. Okay.
04:00
Speaker 2
You really want to find the IP address?
04:00
Speaker 1
Yeah. Wireless. You're going to... I'm sorry. Okay, so I'm on the bottom, right? Okay, more Wi-Fi settings. Okay, link sees 04128 properties. Okay. Yeah, I have the SSID protocol security key. I don't see. Okay, here's the default gateway.
05:00
Speaker 2
[silence] but is your computer, is your iMac computer connected wirelessly or is it hard wired? It's wireless. So if you go to the Wi-Fi icon on top. [silence] And uh [silence] you're connected to your name, do you see their details? Do you see details option? [silence] Or do you have network settings? [silence] Do you see details? [silence] Yeah. Below that, you should see their IP address, default gateway and the subnet mask. There are uh information[
05:00
Speaker 1
All right. Can you you see whoever I was speaking to last? Cause she was very impatient. She hung up the phone in my face when I answered. I don't think that's the customer support you guys were looking for. I appreciate your help though. Uh no that should be it. All right. You too. Bye bye.
06:00
Speaker 2
I'm going to be there to that you needed. Oh, I'm so sorry for yeah, I'm really so sorry for that inconvenience, sir. But yeah, would there yeah, would there be anything else that you need help with? Okay. All right. So just please don't forget to visit our site, support.Linksys.com. Thank you again, sir, Kareem for for calling Linksys. This is Epi and you have a great night. Take care, sir.
06:00