V2 Rubric Detail — 807b77ea-80ab-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 00:15
Duration
23m 20s
Contact
815-861-3439
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137381
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 - no TS done
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent acknowledged customer's technical issue but completely avoided troubleshooting, defaulted to warranty/support policy discussion, and disengaged from resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any technical diagnostics despite the customer reporting a router failure and printer connectivity issues. While the policy information provided was accurate, the agent completely avoided the troubleshooting process, leading to an Unresolved outcome and a valid auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer unable to connect printer to Wi-Fi on WHW01 (serial 25F10605931475). Agent confirmed out-of-warranty status, provided incorrect support URL (support.linxs.com), performed no troubleshooting, and misinterpreted LED status as resolution. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model
  • Provided warranty duration information
Key Observations
  • Agent provided incorrect support URL 'support.linxs.com' — a critical accuracy error per KB.
  • No troubleshooting steps performed for the reported printer connectivity issue despite clear problem description.
  • Agent misinterpreted customer's LED description ('aqua green') as confirmation of resolution without verifying Wi-Fi functionality.
  • Call ended without confirming resolution or offering any self-help path (e.g., KB article, power cycle steps).
  • Agent repeated generic statements about unlimited phone support without addressing the technical issue.
Positive Highlights
  • Correctly collected customer's model number (WHW01) and serial number (25F10605931475).
  • Collected customer's email address (jose85@gmail.com) for potential follow-up.
Agent Errors / Gaps
  • Provided wrong support website URL (support.linxs.com) — materially incorrect and contradicts KB.
  • Failed to perform any diagnostic steps for printer-WiFi connectivity issue despite customer's clear problem statement.
  • Did not verify if router Wi-Fi was active or if printer was within range.
  • Misinterpreted customer's LED description as resolution confirmation without context.
  • Gave no actionable next steps or self-help resources (e.g., KB article, troubleshooting steps).
  • Ended call without confirming resolution or setting clear follow-up expectations.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm resolution; customer reported printer connectivity problems and router going down, but agent closed without troubleshooting or verification.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken — no questions about power, reset, firmware, signal strength, or network setup; skipped basic troubleshooting despite customer describing active failure.
R3 Partially Met Correct resolution path conf 94%
Agent correctly acknowledged unlimited phone support for out-of-warranty devices and did not dismiss customer, but failed to initiate best-effort troubleshooting (e.g., factory reset, admin login, signal check) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask targeted questions, or pursue root cause; instead shifted to warranty discussion without diagnosing printer or router issue.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (admin UI, remote session, logs) were used or required to be used because no troubleshooting path was initiated.
T3 Met No misinformation conf 97%
Factual statements about 3-year hardware warranty, unlimited phone support, and no charge for service are accurate per Linksys policy.
Communication
C1 Not Met Clear & professional language conf 96%
Call featured long unexplained silences, no agenda, and lack of control; agent did not frame interaction or guide customer through steps.
C2 Partially Met Confirmed understanding conf 93%
Agent used simple language but failed to confirm understanding or adapt to customer’s fragmented speech; minimal effort to ensure comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — avoided problem-solving, offered no follow-up, and allowed customer to disengage without resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or commitments provided; interaction ended with no action plan.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted; issue could have been handled at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation performed; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent expressed some reassurance (e.g., 'you did good', 'we can figure it out') and affirmed value of support, but overall tone was disengaged and lacked genuine empathy for customer's frustration.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s hesitant, repetitive pace; failed to maintain engagement or check comprehension during key moments.
X3 Not Met Overall experience conf 95%
Customer repeated serial and model number; agent did not reduce effort by pre-filling data or performing actions on their end.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linxs.com for more information about your product. Hmm. Hello? Good, what happened? Hmm.
00:00
Speaker 1
I bought these about four or five years ago. How long are these good for? [silence] [silence] yeah. Two years. Three years. [silence] yeah. Let me check the main one. Give me a second.
18:00
Speaker 2
the warranty is three years, but the phone support is unlimited. You can call us anytime, we can help you on the phone, but the warranty on the hardware is three years, and left of one of the around three years. Now, the yeah, the lifespan of a router is around five years, after that it may still be working, but you may need to upgrade it for two reasons. Number one, security, and number three is the speed. It may be slower compared to the network or internet service provider. Do you have a model of your router? What happened when you say it goes down?
18:00
Speaker 1
It, it just went down, like I was trying to set my, uh, my, um, my printer, and I was, and, and, um, and it was not, it was not grabbing the signal, and, you know, one thing led to another. But anyways, you're looking for, uh, the model? What are you looking for? Okay. Okay. The serial number is 25F 10605931475. Okay. Okay. And the model. two five F, F. twenty five. Yeah, Fox. one zero six zero five nine three eight four seven five. And the model number is W H W 01. The color of the node right now. It's like a black.
19:00
Speaker 2
As in Fox. all right. 106. all right. Oh, okay. What's the color of the node now?
20:00
Speaker 1
it's a a a blue uh more like an aqua green yeah you should be good right yeah no it um don't work see so so these are from 23 right okay [silence]
21:00
Speaker 2
Deal. De...Deal. Yeah it's working then it should be good. You figured it out. Yeah you figured it out. That's good. So you did good. Anyway you don't have to worry about the phone support even if this is already out of warranty since 2023. As long as it is physically working you can turn it on and there's power. We can figure it out. There's no limit on us on calling us. So you don't have to pay anything. As long as we can fix it you're good. All right. By the way who's the inter? Go ahead. Yes. I know you had issues since 2020 and then the router expired on 2020 on the
21:00
Speaker 1
Okay. I'm limited, you know? Well, good. I'll keep that in mind if I decide off-rain. Okay. Well, that's good to know. Well, thank you. Thank you for calling, taking me up on the phone. I know, it's a J A, E S C O, E S C O 85 at gmail.com.
22:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] side. [silence] But the phone support [silence] anytime. [silence] You can call us. [silence] There's no limit on that one. [silence] You cannot get that one from other brand. other brand give you one-year warranty and one-year phone support. [silence] For us phone support is unlimited. [silence] You can go [silence] You can give [silence] Good to know. [silence] Yes. [silence] You don't have to pay anything. [silence] And don't fall on the traps on other schemers telling that hey, you need to pay 500 or $100 for support on the phone. [silence] We don't charge. [silence] What's your email address? [silence] What is your email, Jose? [silence] All right, then. [silence] Thanks Jose. [silence] And just in case you need assistance, [silence]
22:00
Speaker 1
Thank you. Thank you. I'm good, I think. Thank you. Bye-bye. [silence]
23:00
Speaker 2
that to be. But my name is Nathan and anytime. Colleague this. Be good. All right. Have a nice day and bye bye for now.
23:00