V2 Rubric Detail — 8253966e-7bd9-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-09 21:02
Duration
9m 2s
Contact
Aida Owens
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136603
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet/Reconfiguration
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall49.4% (+13.4)

V2 Grader Summary

The customer confirmed resolution (R1 Met), but the agent provided materially incorrect technical guidance (T3 Not Met) by instructing a 5-press pairing sequence instead of the proper factory reset for the MR9610. Troubleshooting was minimal (R2 Partially Met), tools were unused (T2 Not Met), and customer effort was not minimized (X3 Not Met). While the agent maintained ownership to confirmation (O1 Met), communication lacked empathy and adaptation (X1, X2 Partially Met), and no escalation was needed (E1/E2 N.A.).

V1 Case Analysis

Customer reported Wi-Fi not connecting on MR9610. Issue resolved via mobile app reset before agent intervention. Agent provided incorrect 5-press reset instruction and closed call without confirmation or proper case documentation.

Troubleshooting Steps
  • Collected model (MR9610) and serial number (L10J08A03840)
  • Asked about prior troubleshooting (reset via mobile app)
  • Instructed customer to close mobile app
  • Provided 5-press reset instruction (incorrect for model)
Key Observations
  • Customer resolved the issue independently at [06:00] by resetting via the mobile app and confirmed 'It worked. Just now.'
  • Agent ignored the customer's confirmation of resolution and instead gave a technically incorrect 5-press reset instruction at [08:00], which applies only to mesh node pairing, not standalone routers like the MR9610.
  • Agent failed to verify warranty status, did not create a proper case record, and closed the call without confirming the fix or offering next steps.
  • No empathy or acknowledgment of customer frustration was shown, despite customer expressing apology and stress during troubleshooting.
Positive Highlights
  • Collected model number (MR9610) and serial number (L10J08A03840) correctly at [04:00].
  • Asked about prior troubleshooting steps, which helped identify that the customer had already attempted a reset.
Agent Errors / Gaps
  • Provided factually incorrect 5-press reset instruction for a standalone router (MR9610), which is not a mesh node and does not use this pairing method.
  • Failed to acknowledge or validate the customer's self-resolution, instead introducing an unnecessary and incorrect procedure.
  • Did not confirm warranty status or support eligibility, nor document customer details beyond model/serial.
  • Closed the call without confirming the issue was resolved or providing a proper next step, leading to operational closure failure.
  • Did not demonstrate empathy or de-escalation despite customer's visible frustration and apology for prior troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'It worked after... we did all the troubleshooting before you so it worked.' Confirms resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED status and prior troubleshooting, then gave a 5-press reset instruction. Limited diagnostic effort beyond prior steps; skipped key steps like power cycle, WAN check, or ISP verification.
R3 Partially Met Correct resolution path conf 90%
Agent attempted a resolution path (reset instruction) but used an incorrect method (5-press) for the MR9610 model. Did not verify warranty status or consider hardware fault, but did not dismiss support outright.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (not connected, LED status) and asked about prior steps, but did not ask critical questions about ISP, modem, or power cycle despite connectivity issue.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, logs, speed test) were used despite the issue involving connectivity. Relied solely on customer description and prior troubleshooting.
T3 Not Met No misinformation conf 100%
Agent instructed 'press and release the reset button of the router five times' — this is the 5-press pairing method, not a factory reset. The MR9610 requires holding the reset button for 10–20 seconds per KB; this is a material technical error.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control, gave a clear instruction, and closed after customer confirmation. However, did not set initial expectations, acknowledge customer's frustration ('we were not patient at all'), or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical instruction ('reset button five times') without confirming customer understanding or adapting terminology. Customer followed the instruction successfully, but no comprehension checks were performed.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, provided a resolution path (reset instruction), and confirmed resolution with the customer before closing. Took ownership of the interaction from start to finish.
O2 Not Met Proactive follow-through conf 90%
No explicit next steps, timeline, or follow-up commitment was set. Resolution occurred organically through customer effort, not a structured agent-led plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved during the call without need for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained neutral and professional but did not proactively acknowledge customer's frustration ('we were not patient at all') or express empathy. Response was generic, not sincere or specific to the customer's experience.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a steady pace and tone despite fragmented customer input but did not adjust communication style (e.g., simplify jargon, check comprehension) to match the customer's confused state.
X3 Not Met Overall experience conf 90%
Customer repeated serial number and email multiple times; agent did not streamline information gathering, confirm details on first pass, or reduce repetition, increasing customer effort.
Call Transcript13 turns · 15 lines
Speaker 2
Welcome to linksys 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.linksys.com for more information about your product. [silence] [mantras]
00:00
Speaker 1
Being speed. This is better. This is better than that. But this, you know, working. Yeah, I'll just do my work. Stop. I'll die. Oh, man. Three line formats connect to that, right? Yes, please. Button will not be a, so did you try this option? Manage your watch. Yeah. Is it asked to try that? Should I try that? Oh yeah, I don't know what I tried baby. I'm so sorry. I think you tried, uh, yeah. Is your phone still on Brian or? You want to do it or I should try to do it? You can try since your phone's can't you? There you go. Oh, that feminist. And now it's blue. They're still blinking. It's going to be showing blue inners. But this one is managed Wi-Fi. We're not setting up Wi-Fi. Okay? Yeah, but it's, see, it never fully erased everything because it still has your, the name you created and password. Go to the reference and select loading the setup experience. Okay. I'm just gonna go for the flow. If there's any shit, I'm just gonna read. I'm calling Linksys. Last time I call them. Hi, Gerald. How are you? Good, good. I'm calling regarding the Wi-Fi. I have a Linksys um um uh router and then I have a modem. I call that um IT company for the Wi-Fi and they told me that my internet is connected is the router. We tested with a different router. The other router works. This one doesn't works. [silence]
01:00
Speaker 2
Thank you for calling, assistance. My name is Gerald Fogel. I'm doing good. How are you doing?
03:00
Speaker 1
One second. Yes. My my husband will tell tell you. Serial number is OK. the three two. L is in Lima. one zero Jellers. zero eight a is an alpha. zero three eight four zero. Is model is M.r nine six one zero. uh owens AID A O won.
04:00
Speaker 2
okay let's figure out why it's not working. Can you give me the serial number and model number of that please? Okay. Yeah. and model. Okay. Okay. Thank you. What is your first and last name so I can create a record for you?
04:00
Speaker 1
As an Apple. AID A. MIDIN 64 at gmail.com. Yes. M I as in India D as in Delta. I as in India. N as in Nancy. 64 Gmail. etay Mino 64 Gmail.com. Breeze line.
05:00
Speaker 2
And, and what's your email address? Wait, uh, I was not able to catch up. So what I got here is A, I, D, A, M, A, D, I, N, got it. And who is your internet provider? Okay.
05:00
Speaker 1
it's pink it's pink yes it still looks purple yeah I'm troubleshooting right now reset the pas reset the button yeah I think that's working right now give me one second because it's saying configuring your Wi-Fi through the mobile app I downloaded my go oh did you just connect it
06:00
Speaker 2
what's the right indicator now is it solid purple? alright and troubleshooting that you have done by what other scholarship you have done so far prior calling sir what are those troubleshooting that you have done okay I mean just that reset sir are you doing the setup?
06:00
Speaker 1
No. No, it's not. No, it's not. Yeah, it's not connected. Okay.
07:00
Speaker 2
It's connected now? No? No? But it says, configuring Wi-Fi, so it's, configuring the wireless settings of your router, so, not connected, okay. Alright, close, the app, right now. Uh, we're gonna, might need, to use, that later, but, not right now. So, close, that and once you have, it close.
07:00
Speaker 1
Okay. Yes. One second. Okay. Sorry. It worked. Just now. I'm sorry. It worked after. Apparently, we did all the troubleshooting before you so it worked. I'm sorry. We were calling you. We were not patient at all. Sorry. Yes. Yes. Amazing. All right. Thank you. Bye-bye. Thank you.
08:00
Speaker 2
press and release the reset button of the router five times, one second gap in between presses. So it sounds like this. Press, release, release. Five times. You're good. You're good. So it's working now. You don't need assistance anymore, correct? [silence] Bye bye. Take care.
08:00