V2 Rubric Detail — 8b9ceae4-6424-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 16:59
Duration
7m 37s
Contact
Samantha Baker
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00127569
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by telling the customer to call back later with physical access, rather than attempting any remote troubleshooting or escalation, despite having partial device information and a clear security concern.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to diagnose or address the unsecured network issue, performed no troubleshooting, and avoided ownership by instructing the customer to call back later. No technical guidance, empathy, or escalation was offered, resulting in a complete failure to progress the case. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer reports router displays 'unsecured network' warning. Agent unable to locate device record despite serial number (10822C6B366186) and two phone numbers. Model number not provided. Advised customer to call back with model number and be physically present at the router. Follow-up scheduled.

Troubleshooting Steps
  • Requested and repeated back serial number (10822C6B366186) for verification.
  • Attempted to locate device record using serial number and two phone numbers (513-718-5148, 513-474-1052).
  • Asked for router model number.
  • Explained that physical access to the router is required to change Wi-Fi security settings.
Key Observations
  • Agent attempted to locate the device using the serial number and two phone numbers but failed to find any record.
  • No router model number was obtained, preventing any model-specific troubleshooting or guidance.
  • Agent correctly explained that physical access to the router is required to change Wi-Fi security settings (KB-aligned).
  • Call ended without any technical resolution; only a callback was scheduled.
  • Agent did not confirm warranty status or support eligibility, though a lookup was attempted.
Positive Highlights
  • Agent correctly asked for the serial number and repeated it back for verification (KB-aligned).
  • Agent attempted to look up the customer's account using two different phone numbers, demonstrating effort.
  • Agent accurately explained that physical access to the router is required to change Wi-Fi security settings (KB-aligned).
Agent Errors / Gaps
  • Failed to obtain the router model number, which is essential for providing specific guidance on securing the Wi-Fi network.
  • Did not provide any actionable self-help steps (e.g., checking the router label for default credentials or visiting support.linksys.com).
  • Did not confirm warranty status or explicitly state support eligibility despite attempting a lookup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting steps; call ended with customer agreeing to call back later with physical access.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed for the 'unsecured network' issue; agent only attempted to locate device record via serial and phone number.
R3 Not Met Correct resolution path conf 96%
Agent did not determine product status or choose an appropriate path (e.g., best-effort troubleshooting); instead defaulted to 'call back later' without attempting remote guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions about the 'unsecured' warning, Wi-Fi security settings, or router model were asked; agent focused solely on CRM lookup.
T2 Not Met Appropriate tools / resources used conf 96%
Agent only used CRM lookup tool and did not attempt to guide customer through accessing router UI or use any KB resources despite having partial serial number.
T3 Not Met No misinformation conf 95%
Agent provided no technically accurate information about securing a router; only vague advice to be physically present was given.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked clear framing or agenda; interaction drifted into repetitive number collection and ended without structured closure.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive, transactional language and did not adapt to customer's confusion or check understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent failed to take ownership by deferring action to customer ('call back on Thursday') instead of offering remote troubleshooting options.
O2 Not Met Proactive follow-through conf 96%
Next step was vague ('maybe Thursday') with no commitment, timeline, or ownership from agent; no follow-up scheduled.
O3 Not Applicable Closure confirmation conf 100%
This was first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent did not escalate despite being unable to resolve or even begin diagnosing the issue; abandonment of case without escalation is a failure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy for elderly user or caller's concern about unsecured network; interaction remained entirely transactional.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust pace or tone to match customer's hesitant, repetitive speech; continued demanding numbers without reassurance.
X3 Not Met Overall experience conf 97%
Customer repeated phone numbers multiple times due to agent’s failure to streamline identification process or reduce effort.
Call Transcript16 turns · 16 lines
Speaker 1
uh yeah I was checking um a router that we have is saying unsecured
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. [silence] For out of warranty products. Paid support may be available, depending on your issue. Please have your device's 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 technical support. This is Charm. How can I assist you today?
00:00
Speaker 1
on the iPad? Um, I have to serial number. Oh, let me grab this real quick. All right. 1-0-8-2-2-C-6. B as in boy 3-6-6-1-8-6.
01:00
Speaker 2
yes sir I can do provide the model number and serial number of this linksys router [silence] 3 6 6 1 8 6 okay one moment here [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
01:00
Speaker 1
Sounds like someone can't respond in thes to the question. They might be really stressed. You said I don't actually have it with me. So, do I need to have that? [silence] Amar. you start? Yeah.
02:00
Speaker 2
I'll repeat the serial number that you provided, Ma'am, and correct me if I'm wrong. The serial number that you provided is 1, 0, 8, 2, C, 6, B, 3, 6, 6, 1, 8, 6. Is this correct? Cause I couldn't pull up any record with this. C as in Charlie, 6 B as in Bravo. Correct? Can you see there the model number, Ma'am, of this device? [silence] [silence]
02:00
Speaker 1
0, can give you a phone number? Uh huh. Can you pull it up by name or? 0 by phone number? Okay. Um, 5 one three, seven one eight, 7, 8, 48. 7, 8, 48. Yeah, 5 one three, 7 one eight, 7 eight four 8.
03:00
Speaker 2
I can't pull up any, I can't pull up any record with this router that you have, that's why I need. Can you provide your phone number, let me try to pull up if you have a record here. Mhm. So it's 513-718-5148, correct? 718-48. Got it, that's the phone number up here. Please bear with me. [silence]
03:00
Speaker 1
Uh, okay. Um, I could try a different one, which would be 5 1 3 4 7 4. I don't think this is it. 1 0 5 2. It's probably an old cell phone number that's not, I don't have anymore. Hmm.
04:00
Speaker 2
Alright, with this phone number, unfortunately, I could not pull up any record.
04:00
Speaker 1
Oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, four seven four-1-0-5-2. [silence] I do not. [silence] Um, so what I'm trying to do, my mother-in-law who is older, [silence] she doesn't know how to take care of this. [silence] And so, [silence] we called her Cincinnati Bell, and they said, I actually looked at the router and it said Linksys on it. And [silence] so I called Cincinnati Bell and then they give me this number. [silence]
05:00
Speaker 2
so it's five one three four one four one zero five two I see all right so um i couldn't pull up also any record with this number and if I may ask them, you don't have the link "sister" with you? [silence]
05:00
Speaker 1
um, and she gave me the serial number on it through Messenger just a few minutes ago, but I don't actually have it. Um, now she's had a few things linked to her cell phone, but I I don't know that number. It's gone. Um, but she had me come over and and show me and it says her it says unsecured network. So, we were just trying to figure out what was going on with that. I mean, I know that I mean, is there something that I could do on my end? I mean, have you ever had that before? I mean,
06:00
Speaker 2
And [silence] Okay. with regard to this one ma'am, I need to know the model number of this Linksys router that you have so that I could provide you the
06:00
Speaker 1
O.k. Okay. O.k. Okay. Well, I will try to, call back on maybe Thursday, I'll go over and do that. O.k. Thank you. You too.
07:00
Speaker 2
the correct steps on how to troubleshoot it and also you should be physically where the router is so that you can access the router settings by connecting your device to that router. All right, so yesterday. I will take a note of the one here on my Thank you so much, Samantha. Have a good one. Bye for now.
07:00