V2 Rubric Detail — 7f6866b8-68d9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 16:44
Duration
6m 42s
Contact
No Name
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133431
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
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Ticket subject: Trouble Accessing the linksys app

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall75.7% (+19.7)

V2 Grader Summary

The customer resolved the issue by disabling their Nord VPN after the agent suggested turning off mobile data. While the outcome was successful and the agent demonstrated ownership, key diagnostic steps were missed — particularly around common app blockers like VPNs and the availability of web browser management. The interaction was functional but lacked depth in troubleshooting and empathy.

V1 Case Analysis

Customer unable to find router in Linksys app; VPN was blocking connection. Customer disabled VPN and app now works.

Troubleshooting Steps
  • Collected model (SPNM62) and serial (59E1029E29) numbers
  • Advised turning off mobile data (irrelevant)
  • Customer self-diagnosed and disabled VPN, restoring app access
Key Observations
  • Agent failed to follow KB guidance (universal_app_transition_notice.md) recommending web browser management instead of the app
  • Agent provided irrelevant troubleshooting step (turning off mobile data) instead of checking for VPN/firewall interference
  • Agent did not direct customer to http://myrouter.info, the correct access URL for SPNM62 series per KB
  • Agent did not verify customer's self-resolution or confirm app functionality post-fix
Positive Highlights
  • Agent asked for and collected the device model and serial number
  • Customer independently identified and resolved the root cause (VPN interference)
  • Agent acknowledged customer's difficulty and attempted to engage in troubleshooting
Agent Errors / Gaps
  • Failed to follow KB-recommended troubleshooting path for app connectivity issues
  • Provided technically inaccurate and irrelevant advice (turning off mobile data)
  • Did not guide customer to the correct web browser access URL (http://myrouter.info) for SPNM62 series
  • Did not verify that the customer's self-resolution (disabling VPN) fully restored app functionality
  • Incorrectly recorded model/serial numbers initially (though later corrected in transcript)

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Oh yeah, I back yeah, I've accessed by the, um, via the app. It's because my, my VPN was on... Thank you. No, that's all.'
R2 Partially Met Diagnostic thoroughness conf 93%
Agent only suggested turning off mobile data, but did not ask about or suggest checking for a VPN, which was the actual cause; missed opportunity to explore common app connectivity blockers like web browser access or app cache.
R3 Partially Met Correct resolution path conf 91%
Agent pursued a valid but narrow troubleshooting path (mobile data), but failed to consider or suggest alternative resolution paths such as using the web browser interface (per universal_app_transition_notice.md) or inquiring about third-party software like VPNs.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (app can't find router) and asked about mobile data, but did not ask about the customer’s Wi-Fi connection status, app error details, or use of a VPN — all relevant diagnostic omissions given the actual root cause.
T2 Met Appropriate tools / resources used conf 95%
Issue was simple and resolvable without tools; agent used customer-provided information appropriately and no remote tools or logs were necessary for this basic connectivity troubleshooting.
T3 Met No misinformation conf 97%
Suggestion to turn off mobile data was technically sound and not harmful; no incorrect technical information was provided.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent greeted and collected info but lacked clear structure, used excessive filler ('uh huh'), and failed to set expectations or guide the interaction smoothly through transitions.
C2 Met Confirmed understanding conf 93%
Agent used simple, non-technical language and confirmed understanding through direct yes/no checks; adapted communication to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and stayed with the customer until resolution was confirmed.
O2 Not Applicable Proactive follow-through conf 100%
Issue resolved during call; no follow-up or disconnect/callback commitment was made or required.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was simple and resolved at L1.
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 88%
Agent offered a brief apology but did not acknowledge the customer’s frustration with repeated app failures or express empathy for the inconvenience caused.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a neutral tone but did not adjust pace or emotional engagement to match the customer’s evident frustration; interaction remained transactional.
X3 Partially Met Overall experience conf 90%
Agent suggested a low-effort step (turn off mobile data), but the actual fix (disable Nord VPN) was discovered by the customer, indicating avoidable effort due to incomplete troubleshooting guidance.
Call Transcript10 turns · 12 lines
Speaker 1
I want to ask you, I have a a link Jazz, I believe it's a um mesh system by a tube, and I'm having issues, I'm having issues in using the application app App app uh, so it's just saying that it can't find my router, and I've used it before, but for some reason it's dropped out and just hasn't been able to reconnect, things dropping off.
00:00
Speaker 2
welcome to linksest support to assure quillity service your call may be monitor please maintain on the line for assistance. thank you for calling linksest tech support this is Tram. How can I assist you with today. um uh huh. um uh huh. I 'm I doubt apologize to hear that want sir. So what's the error message here when you try to access Delinkis app. um uh huh. I here it. And when
00:00
Speaker 1
really it would have been. Where were we? I think it might been last year, maybe December. Yes, along those lines. Yes I stand there with me. So the can you hear me sorry. So the model number is S for Sierra P for Papa, N for November.
01:00
Speaker 2
The company provided a teaser. Alright, so they bet it up, December of last year, correct? Okay. Can you provide her the model number and the serial number of your links router? Yes sir. I can hear you.
01:00
Speaker 1
from the mother. the serial number is uh five nine Echo one zero. mother two nine. Oh correct. Oh really? mother echo two nine. Oh correct.
02:00
Speaker 2
All right. SPM X56. Yeah. How about the serial number? All right. 99543. Got it.
02:00
Speaker 1
That's correct. That's right. That's correct. Yes it is. I haven't turned my [mumble] data off, I think my my phone is set to automatically switch to mobile data or Wi-Fi, but it would preference to Wi-Fi if there's a connection. [silence]
03:00
Speaker 2
All right. Got it. Thank you so much for providing me this information. Only the problem is you have trouble accessing the Linksys app. Is that correct? Okay. And you're using your phone while accessing the app. Okay. And just to confirm sir, is your phone, Sir, is it connected to this Linksys Wi-Fi? And also Sir, did you turn off your mobile data while you accessing the app? Just to make sure Sir, can you turn off the mobile data? Sorry. I'm trying to first close the app and access the app again. all right so you already turned off the data and then access the page again for the Lynx's app yes sir you need to turn it off all so sorry
03:00
Speaker 1
Yeah, I think it's, I think it's the, uh, Nord VPN, that's, that's what's throwing it out. why I haven't been able to access, so I have sorted that now. [silence] Oh yeah, I back yeah, I've accessed by the, um, via the app. It's because my, my VPN was on, which I think was, was causing the disruption. [silence] Thank you. No, that's all. Thank you very much for your help. You too. Take care. Bye bye.
06:00
Speaker 2
Yes, sir. So you already accessed the page or the Linksys app. Nice. I see. Already. No worries regarding that one. Sir, so is there anything else you could assist you with other than this? We are very matched. You are concerned. Have a good one. Bye for now.
06:00