V2 Rubric Detail — 80c3b130-742c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 02:36
Duration
8m 40s
Contact
Jimmy Ellis
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall38.9% (-17.1)

V2 Grader Summary

The agent correctly identified the Ring Chime Pro as a third-party device and provided accurate technical advice about needing Wi-Fi settings, but failed to perform meaningful troubleshooting or offer Linksys-side support. While the customer’s issue was not resolved, the agent demonstrated partial ownership and technical accuracy, avoiding critical failures.

V1 Case Analysis

Customer wants to connect a Ring Chime Pro booster to LN1600 router; agent identified device but gave no setup steps, advised contacting Ring support, and provided generic support link.

Troubleshooting Steps
  • Confirmed router model (LN1600)
  • Requested booster serial/model number
  • Identified booster as Ring Chime Pro
Key Observations
  • Agent failed to provide any concrete steps to set up or connect the Ring Chime Pro to the LN1600.
  • No verification of Wi-Fi SSID, password, or 2.4GHz/5GHz band settings was performed, despite these being essential for third-party device setup.
  • Call lacked empathy and clear structure; agent repeated questions without confirming understanding or guiding the customer.
  • No escalation path, warranty check, or follow-up was offered.
Positive Highlights
  • Correctly identified the customer's router model (LN1600) early in the call [02:00].
  • Accurately identified the third-party device as a Ring Chime Pro based on serial number clues [06:00].
Agent Errors / Gaps
  • Failed to provide specific setup instructions for connecting a third-party device (Ring Chime Pro) to a Linksys mesh network.
  • Did not verify or guide the customer on accessing Wi-Fi settings (SSID/password) on the LN1600, which are required for pairing the booster.
  • Did not confirm whether the customer could access the router interface at http://myrouter.info (correct for LN1600) or check firmware status.
  • Provided only a generic support URL without directing the customer to a relevant KB article (e.g., adjacent_connecting_devices.md).
  • Minimal empathy and poor call control; failed to acknowledge customer confusion or set clear expectations.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent directed customer to contact Ring for setup and provided no Linksys-side troubleshooting or resolution for integrating the booster.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only requested serial/model number and performed no meaningful troubleshooting steps for the booster or router configuration.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the Ring Chime Pro as third-party and advised contacting Ring, but missed opportunity to provide Linksys-side guidance (e.g., sharing SSID/password, confirming bands) that could support setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (wanting to connect booster) and asked for device details, but did not establish diagnostic sequence or confirm root cause (e.g., lack of Wi-Fi credentials).
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not reference any KB or tools; should have used adjacent_range_extender_to_mesh.md for third-party device compatibility guidance.
T3 Met No misinformation conf 96%
Agent correctly stated Ring Chime Pro is not a Linksys product and accurately informed customer they need router's wireless settings (SSID/Password) and 2.4/5GHz band info to configure it.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent initiated framing and gathered info, but long silences and lack of clear transitions reduced control; call ended abruptly without confirmation.
C2 Partially Met Confirmed understanding conf 85%
Agent used simplified terms like 'booster' and repeated key points; confirmed understanding by restating customer intent, though 'lynksis' pronunciation may reflect accent.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent took initial ownership by pulling up account and identifying device, but closed loop by redirecting to Ring without attempting further assistance or documenting follow-up.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested contacting Ring and mentioned support.linksys.com, but gave no specific next steps, timeline, or offer of continued support.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue involved third-party device setup, not a technical fault requiring internal escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite and professional but offered no explicit empathy statements or acknowledgment of customer frustration or effort.
X2 Partially Met Tone & rapport conf 87%
Agent adapted tone to be simple and direct, matching customer’s fragmented speech, but did not check comprehension after key statements or adjust pacing during silences.
X3 Partially Met Overall experience conf 86%
Agent asked for serial number twice due to unclear transmission, but otherwise avoided unnecessary steps; could have reduced effort by offering Wi-Fi setup guidance instead of deferring entirely.
Call Transcript14 turns · 16 lines
Speaker 1
(playing phone ringtone) you gotta talk to me products support team what am I talking about? playing phone ringtone what am I talking about? it's uh not that no the deal that plugs in the ring tank yeah it was plugged that in there well plug that right back in there it wasn't plugged in all the way
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Epie. How can I help you? [silence] [silence] Hello? Okay. Yes, hi there. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] that that blue deal, uh, pull that pull that out of uh plug in. And it's it's one of them uh boosters. It's a ring. you. Yeah, I want it to get tied into my knob. Yes. Yes. Yes, ma'am. Yes, ma'am. What's that? I guess
02:00
Speaker 2
okay, so you have a you have a booster and you wanted to set it up, will you want me to okay, so you wanted to connect it to your existing um mesh router existing mode. All right and yeah, I just pulled up your records, so this is Jimmy Ellis, right? And your email is J DA Ellis@resüe.net. So you have an LN 1600. Uh your the model number of your Linksys device is LN 1600. Is that the correct model?
02:00
Speaker 1
I'm not in the house. But yeah, they're brand new and we just uh we just activated it a few days ago. No, it's a booster. It's a booster that plugs into the wall. I had well, I got a DSN number and a Mac number. Well, I I can see uh it's a deal that plugs in to the wall and I had it before. And then I see one of them deals that you take a picture and uh it's uh 5288. Or I can give you the DSN.
03:00
Speaker 2
Mhm. And you said that you wanted to add a booster boost. Can I have the model number? What about the model number and the serial number, sir? Just try to look underneath it. Do you have the device with you right now? Yes. Just look at the sticker at the bottom, do you see any serial SN SN? Yes. And do you see any S S N number? Yeah, it's a booster. Yes. Yes, and do you see any model number or serial number on that device? Is that the serial number? [silence]
03:00
Speaker 1
one easy seven easy V 7 V 7 V 7 It's V 7. Yeah. It's 851 EV 7. Yeah . [silence]
05:00
Speaker 2
Okay. Okay. So that is again, G for George, five, X for X-Ray one, two, L for Larry, zero, two, two, four, eight, five, one V as in Victor seven E yeah. Okay, so that's the the last um five characters that's eight, five, E, V, seven eight, five, one, V, seven. Okay, that's the model number, I mean, that's the serial number.
05:00
Speaker 1
Yeah. Yeah. Five U M two e five. I got it from links. That it's ring. It's ring. Also, I might have to call ring. Okay, that's tied into my links. uh yeah so it's tied into my links router.
06:00
Speaker 2
That's what it says. Do you see any model number there, sir? [silence] Is that from link sys? Did it say link sys? [silence] Okay. I think it's the Ring Chime Pro. Yes, sir. You need to contact them. This is the Ring Chime Pro, right? [silence] Okay, yes, please ask them, sir, if it's compatible.
06:00
Speaker 1
Well, I don't know the settings. That I don't know. Yeah. No, I didn't go online even when we hooked it up. I got three. I got three of them. [silence]
07:00
Speaker 2
if it's compatible with your uh uh lynksis as long as you know the wireless settings you you already have the wireless settings of your router like right the uh for the 2.4 and the 5 gigahertz network do you know those settings the Wi-Fi settings of your lynksis your the Wi-Fi settings of your lynksis Lan 1600 router are you able to go online with your lynksis device no you have two lynksis devices, right? for your Lan 1600 you have two of those oh you have three okay, yes and is it working right now
07:00
Speaker 1
Yes. Okay. All right. Thank you. No, man. No, I thank you. All right, bye. Okay. Okay.
08:00
Speaker 2
are you able to go online? yes. so do you happen to know the like name of your linksys as well as the like password sir, because you need those settings in order for you to set up your ring chime pro. Okay, sir. So, would there be anything else? Okay. all right. well, for more information just please visit our site support.linksys.com. This is Epi again from Linksys. Thank you for calling. Have a great night sir. Take care. [silence]
08:00