V2 Rubric Detail — 854f7128-6a57-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 14:19
Duration
9m 46s
Contact
Fyodor Mullings
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133751
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Asking for the Client policy feature

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall69.1% (+25.1)

V2 Grader Summary

The agent correctly resolved the case by informing the customer that the LAPAC2600 cloud manager and client policy feature are discontinued due to end-of-life status. However, troubleshooting was inadequate — the agent asked irrelevant questions (ISP) and failed to use appropriate diagnostic tools, resulting in Not Met ratings for R2 and T1. Customer effort was increased unnecessarily, and next steps lacked clarity, though ownership and technical accuracy were maintained.

V1 Case Analysis

Customer (Jan Sumki) reported missing 'client policy' feature and historical usage stats in LAPAC2600 cloud manager. Agent confirmed device is end-of-life and cloud manager discontinued (KB-aligned). No case created; vague offer to discuss with team. No next steps provided.

Troubleshooting Steps
  • Collected model and serial number
  • Verified internal status of cloud manager and feature availability (KB-aligned)
Key Observations
  • Agent's technical advice was fully accurate per KB: LAPAC2600 is cloud-managed, end-of-life, and no longer receives updates (ACCURACY = 5).
  • No case or ticket number was created for the customer's feature request (PROTOCOL failure).
  • Agent promised to discuss with the team but provided no timeline, reference number, or method for follow-up (RESOLUTION weakness).
  • Unnecessary ISP question added minor inefficiency (EFFICIENCY = 3).
  • Call ended abruptly after customer thanked agent without confirming if further assistance was needed.
Positive Highlights
  • Accurately collected model (LAPAC2600) and serial number (26G10S107A00291)
  • Provided technically accurate information that the cloud manager service is discontinued and device is end-of-life
  • Maintained a polite and professional tone throughout the call
Agent Errors / Gaps
  • Failed to create a case or formal escalation ticket for the feature request
  • Did not provide a clear escalation path, expected response time, or reference number for follow-up
  • Did not confirm whether the customer needed further assistance before ending the call
  • Asked for ISP information unnecessarily when irrelevant to the feature request

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent confirmed the client policy feature and cloud manager are discontinued, correctly setting expectations about no further updates or access.
R2 Not Met Diagnostic thoroughness conf 93%
Agent asked for ISP (German Telecom) which is irrelevant to a cloud management feature issue; no actual troubleshooting steps (e.g., checking account status, cloud service logs, or feature availability) were performed.
R3 Met Correct resolution path conf 96%
Agent correctly identified the LAPAC2600 as end-of-life and appropriately explained that no further updates or features will be provided, aligning with documented support policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 91%
Agent failed to diagnose root cause — asked irrelevant question about ISP despite issue being cloud-feature availability; did not verify account status or cloud service health, jumping straight to 'discontinued' without diagnostic process.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent likely used internal KB to confirm EOL status, but did not use available tools (e.g., cloud account lookup, service status dashboard) to validate feature unavailability for this specific account.
T3 Met No misinformation conf 97%
All technical statements — device end-of-life, cloud manager discontinued, no future updates — are factually accurate per Linksys business product lifecycle policies.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but had awkward transitions (e.g., 'Hello, welcome back' after silence), did not set expectations, and failed to manage call flow smoothly.
C2 Met Confirmed understanding conf 94%
Agent used respectful language ('sir'), avoided jargon, and adapted tone to be polite and professional despite technical nature of inquiry.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and committed to discussing with team, showing accountability.
O2 Partially Met Proactive follow-through conf 86%
Agent stated they would discuss with the team but provided no timeline, no follow-up mechanism, and no actionable next step for the customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was a known product limitation (EOL), and agent correctly resolved it at L1 by providing accurate information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous, thanked customer for waiting, and closed professionally despite the negative news being delivered.
X2 Met Tone & rapport conf 93%
Agent maintained a consistent, respectful tone and pace appropriate to the customer’s formal style.
X3 Not Met Overall experience conf 90%
Agent asked for ISP information (German Telecom) that had no relevance to a cloud feature availability issue, creating unnecessary customer effort.
Call Transcript11 turns · 13 lines
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Hello, thank you for calling Linksys tech support. This is Charm. How can I assist you today?
00:00
Speaker 1
Jan sumki, I'm calling on behalf of my own network because we are using like the cloud manager from Linksys and uh I got informed that a new client policy feature should be ready uh in 2023 and we have 2026 now and I haven't received any update so far. Yeah, yeah, yeah, I I can see here. Yeah. Of course, no problem. The model number is L A P A C 2600.
01:00
Speaker 2
I hear it. It's regards to your cloud account. Correct. Um, yes. We're going to provide the model number and the serial number of your links router.
01:00
Speaker 1
and the serial number would be 26 G 10 S 107 a 0o two 91
02:00
Speaker 2
Got it. Got it. One moment here. What's the problem with the device or with regard to your cloud account or to your cloud service?
02:00
Speaker 1
a I was just wondering because it always says there's a new client policy feature coming uh in the next version and uh the version should be available in early 2023 and I still haven't received any update to that for client policy or even to see my uh my usage so I cannot scroll back in the usage and you said it was going to be a paid feature to see the historical statistics and I still can't see it and if I click on it if I want to activate it it just uh gets me to your start page and nothing happens I see no product I can book or anything
03:00
Speaker 2
Mm-hmm. I see. Okay. Got. One moment here. And who is your internet service provider? silence Let's see. So YouTube is and
03:00
Speaker 1
are to German Telecom. I'm from Germany actually so I'm not from the US. I'm just calling because uh you're at the headquarters Sure no problem. All right. 他 写 這 篇 文章 是 為 了 滿 足 什 麼 需 求 呢 Hello, welcome back. Yeah? Okay. Okay. Okay, so I see, I might have to switch to another product.
04:00
Speaker 2
Hello, sir. Yes, thank you so much for patiently waiting on the line, sir. And also, sir, I already pulled up some information here with regards with that policy that you mentioned. So, upon checking here, sir, that policy is no longer available, or since your device was already, we don't, it's part of an of life device, it means that we don't manufacture the device anymore. And also, the cloud manager was discontinued and no update anymore. So, whatever the configuration your device has now, that's the only configuration you have only.
08:00
Speaker 1
I see, okay. Well, then I have to thank you for the information and I wish you a good day. Bye.
09:00
Speaker 2
With regards to that, sir. We cannot guarantee you that one. But however, I will discuss this one to our team so that we could check. If there are access points to be manufactured in the future. All right. Thank you so much also, sir. And have a good one. Bye for now.
09:00