V2 Rubric Detail — 833382b4-8125-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 14:49
Duration
9m 48s
Contact
954-326-5368
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137515
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys App Concerns
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall43.8% (+23.8)

V2 Grader Summary

The agent provided technically accurate app troubleshooting (T3 Met) but failed to conduct a logical diagnostic process (T1 Not Met) by skipping critical verifications like cloud account registration. Communication was partially effective (C1, C2 Partially Met) but did not adapt to language barriers, and ownership was incomplete (O1, O2 Partially Met) with no clear next steps. The issue remained unresolved (R1 Not Met) due to insufficient diagnostics and lack of empathy (X1 Partially Met).

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still sees 'no internet' in the Linksys app for one location despite routers working; agent did not confirm resolution or address the sync issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested app-level troubleshooting (force-close, reinstall) which is relevant, but skipped critical diagnostics like verifying cloud account registration or router status after relocation.
R3 Partially Met Correct resolution path conf 85%
Agent selected a plausible path (app troubleshooting) for a suspected sync issue, but did not verify if the cloud account had both routers linked or if one remained registered to the old location.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the symptom (app shows offline but router is online) but asked no probing diagnostic questions regarding cloud account, node status, or registration after moving houses.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (remote session, logs, admin dashboard) were required or used; the issue was handled via verbal app-troubleshooting advice only.
T3 Met No misinformation conf 97%
Advice to log out/in, force-close, or reinstall the Linksys app is technically accurate per KB for resolving app-side synchronization glitches.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent attempted to clarify the issue ('you mean the app says offline but it’s online?') but failed to set clear expectations, manage transitions, or maintain control as the call became disjointed and ended abruptly.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language and affirmations ('mm-hmm') but did not adapt communication style when customer expressed confusion ('I'm not understanding you') or language difficulty.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent stayed on the call and attempted to help, but did not take full ownership by offering follow-up, committing to resolve, or providing active management (closed with passive suggestion only).
O2 Partially Met Proactive follow-through conf 81%
Agent provided next steps (reinstall app) but gave no timeline, callback commitment, or realistic follow-up plan; left customer to self-resolve.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be the first contact with no handoff or continuity requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — the issue was app-troubleshooting within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and did not show frustration, but used minimal empathy ('I see') and failed to acknowledge customer stress or repeated effort (e.g., language barriers, wife's interruption).
X2 Partially Met Tone & rapport conf 83%
Agent maintained a calm pace and used affirmations, but did not adjust tone, pace, or style when customer expressed confusion or language difficulty.
X3 Partially Met Overall experience conf 80%
Agent suggested standard steps that could resolve the issue but did not reduce effort by offering remote support, Spanish-speaking callback (as requested), or preventing unnecessary repetition.
Call Transcript18 turns · 19 lines
Speaker 1
Good morning. The sum of the fees you spend. Yeah, because this, I have two, I have account benefits. And when I have two accounts. When I have the two accounts. [silence] Yeah . I pulled it in only one . The mess . When I checked, when I entered my login, supposedly I don't have internet. But I have it. [silence] Yeah, yeah. Yeah, the router. I have two. I have it two house. When I have two house, I have only one house. I have it two. Two router, message. And different house. I bring the my other house. I put it in my new house. I create, I create together.
00:00
Speaker 2
So uh are you currently in I mean uh in contact with the routers right now or your you tried to access it remotely? Uh-huh.
01:00
Speaker 1
But when I, when I log in, the links suppose to show me the, the other houses. I, I don't have an internet, something, something like that. But I have an internet. But my, my router, my, my router is not sync, synchronize, something like that? [silence] Yes. Right now, I'm like, I put in my link, everything, I log in. And my house is working, I, it's working right now, my internet, Wi-Fi, everything. But when I put it, the log in the for,
02:00
Speaker 2
Okay good. Now, uh, oh, so you, okay, just to make sure I got it right, sir, um, you mean that your Linksys app tells you that your Linksys router is offline. But, uh, it's actually online. Mm-hmm. Mm-mm.
02:00
Speaker 1
Links. Yeah, because I put together all my... my old house and put on my new house. You know what I mean? You understand me? Yeah. Yeah, it's correct. I have a new internet network, but when I said my other house, I bring the mess of my other house, I put it in my new house. I have it in my house. I have a two account. The mess, yeah. How do the syncronize.
03:00
Speaker 2
Mm. I see. I think uh there's I think there's no uh uh yep. uh yes sir. yes sir. So just to make sure I got it right uh you got two house with two different networks but it has the same log in Mm. Mm. Mm hmm. uh huh
03:00
Speaker 1
you there together I have a one we will see one two three four five mess right now in this house yes but sorry pause
04:00
Speaker 2
Okay, there is actually no issues with that, sir. What I can suggest is to try to force close the links app because it might have some glitch when you try to log in. Because if you say that it goes offline, but it's actually online, then the issue is coming from the links app. So you may try to force close the links app and re-login, but in the event that it's still the same, you may try to uninstall and reinstall the links app. mm-hmm. mm-hmm. So there are five nodes in the house.
04:00
Speaker 1
No. No. Um, yes. Yes. Yes. Before I have a, I have a to, but when when when I sell the other house, I bring the two, I put it. No, it's, it's not synchronize, I size. All the not all. All my TV in my house. I put it. I cable. I cable. There for the V. Only I put the cable. But I don't know. I see I have all, it's working, all my Wi-Fi for the No because you know what I mean? I have a T-mobile. I I don't know you said it or you said only the the Wi-Fi that that that that the I am. You know what I mean? Yeah.
05:00
Speaker 2
Yeah. In the house where you at right now? Mm-hmm. Are they working fine? Mm-hmm. Hmm-hmm, but right now, sir All of our electrician which is installing [silence]
05:00
Speaker 1
how though how yeah all my all my I put already no yeah yeah it's it's blue right now everything is blue yes everything is blue yeah it's everything is blue I have a the [silence]
06:00
Speaker 2
Are they all showing online, like solid blue light? I'm sorry, sir. I think we got a little bit of a miscommunication. So right now, your parent node, the main router that you have, it shows solid blue. So everything is solid blue. Even your child nodes.
06:00
Speaker 1
Yeah. The the principle the the other the other house that the yeah the only house. Yeah, this is. Yeah, this is when I put it when I log in the for your website. She's showing me the other house. This is no internet. I no internet. I no internet. T to internet. I no internet on no internet.
07:00
Speaker 2
deparent node. mm-hmm. mm-mm. I see. Yes sir um you may try to log in I mean log out log in to the linksys app because you probably have logged into your account on your in your other house mm-hmm mhm
07:00
Speaker 1
Yeah, I'm not understanding you. You know, not somebody Spanish who somebody.
08:00
Speaker 2
I see. I don't think there's any problem with your router sir. So, all you need to do is just perform a troubleshooting with your Linksys app. You don't have to do anything about your Linksys router. just just give it I mean just as what I've mentioned earlier, you can try to log out, log in or close the Linksys app or uninstall and reinstall the Linksys app if it still doesn't work. Unfortunately, sir, there's no one.
08:00
Speaker 1
yeah i when when my wife is looking for me um maybe somebody help me when my my wife is very angry girl i'll call you later when when my wife is coming thank you
09:00
Speaker 2
Here, who can converse through Spanish? And we no longer have a chat support. Uh-uh. Oh, sure, sir. Mm-hmm. You can ask your wife to call us back again or you can call us back and we can talk with your wife later on to, you know, um, yeah. Alright, sir, no problem. Alright, hav- have a great day, sir, and thank you for calling.
09:00