V2 Rubric Detail — 8bf45baa-71bf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 00:31
Duration
32m 38s
Contact
Judith Lozanoff
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135039
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall93.5% (+37.5)

V2 Grader Summary

The agent correctly diagnosed and resolved the stuck Ethernet cable issue by instructing the customer to press the locking tab, which the customer confirmed. Ownership was maintained, including a clear callback commitment. While empathy was not explicitly expressed, the agent remained patient and responsive. The resolution was accurate, efficient, and complete, meeting the criteria for successful resolution.

V1 Case Analysis

Customer unable to disconnect Ethernet cable from old router; agent instructed to press plastic lock tab; cable removed. Agent experienced SoftPhone issue and promised callback for MX6200 setup. No case created or documented follow-up.

Troubleshooting Steps
  • Collected device model (MX6200) and serial number (58 W10 M22).
  • Confirmed ISP (Spectrum) and purchase timeframe (June 20).
  • Identified the Ethernet cable locking mechanism.
  • Guided customer to press and hold the plastic tab on the RJ45 connector to release the cable.
Key Observations
  • Agent provided technically accurate and effective guidance on releasing the Ethernet cable locking tab (ACCURACY strength).
  • Call ended with a promised callback but no case creation, no documented follow-up, and no transfer to a stable system — a serious protocol failure.
  • Agent repeated model/serial number requests after already receiving them, causing minor inefficiency ([19:00]–[20:00]).
  • SoftPhone issue was acknowledged, but no alternative contact method (e.g., callback from another line, email) was offered to ensure continuity.
  • No guidance was provided for connecting the new MX6200, despite the customer's expressed need for setup help.
Positive Highlights
  • Correctly identified the RJ45 locking tab mechanism and gave precise instructions to release it.
  • Successfully resolved the immediate hardware access issue, enabling the customer to proceed with router replacement.
  • Collected essential product and ISP information early in the call.
  • Confirmed resolution by waiting for customer confirmation that the cable was removed.
Agent Errors / Gaps
  • Failed to create or cite a HappyFox case number, violating standard case management protocol.
  • Did not document the callback request or ensure a formal follow-up process was in place.
  • Repeated inquiry for model and serial number after already receiving them, reducing efficiency.
  • Provided no initial setup instructions for the MX6200, leaving the customer without next steps despite the call's purpose being router setup.
  • Did not verify if the customer understood how to connect the yellow internet cable to the new router’s WAN port.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed they were able to pull the Ethernet cable out after agent’s instructions: 'I got it out.'
R2 Met Diagnostic thoroughness conf 90%
Agent identified the physical connector issue, asked about the button and cable, and correctly instructed the customer to press the plastic locking tab to release the Ethernet plug.
R3 Met Correct resolution path conf 90%
Agent provided the correct solution (pressing the locking tab) for a physical connectivity issue without inappropriately escalating or dismissing the customer as out-of-warranty.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (cable won’t disconnect), asked clarifying questions about the connector and buttons, and correctly diagnosed the need to press the locking tab.
T2 Met Appropriate tools / resources used conf 95%
No tools were required—this was a physical hardware interaction issue. Agent used knowledge-based guidance appropriately without misusing or omitting tools.
T3 Met No misinformation conf 95%
Agent accurately described the Ethernet connector’s locking mechanism and how to disengage it, consistent with standard cabling design.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent did not open the call with framing or expectations, had multiple unexplained silences, and abruptly transitioned to a callback without managing the disruption clearly.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'small plastic thing,' 'press and hold') and repeated instructions in response to customer confusion, adapting to the customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed engaged, did not transfer, and proactively offered a callback when technical issues arose, demonstrating ownership of the case.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would call back within a minute or two and verified the customer’s phone number, setting a specific and realistic timeline.
O3 Met Closure confirmation conf 90%
Agent collected and used the model number (MX6200) and serial number throughout; no prior case history existed, so continuity was not applicable beyond initial data capture.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—this was a simple physical issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly express empathy or acknowledge frustration, but remained patient and continued assisting through repeated attempts; tone was procedural but not dismissive.
X2 Met Tone & rapport conf 85%
Agent adjusted communication by simplifying terms ('small plastic thing'), repeated instructions, and allowed customer to work at their pace, maintaining engagement.
X3 Met Overall experience conf 90%
Agent avoided unnecessary steps, did not ask for redundant information, and provided a direct solution without requiring customer-side tool use or complex actions.
Call Transcript25 turns · 26 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. 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. [silence]
00:00
Speaker 1
hi um hold on one second. okay I just want to put you on speakerphone. so I just bought a new I guess it's called a mesh router and um so I'm trying to I'm trying to switch out my old blinkish router with this new router. uh but the first thing I noticed is it only has three uh places on the back the internet the power and then I don't know what the other one is it's compared to my old one I have one two three four five six different places to plug things in
18:00
Speaker 2
Thank you for calling Lynx. This is Eppie. How can I help you? [silence] Yes, ma'am. [silence] uh-huh. [silence] Yes, ma'am. [silence] [silence]
18:00
Speaker 1
I have the email. Yeah. I have, I guess it's that there's four different Ethernets, and this one must just have one. Your way, one. Yeah. The model number is MX 6200 and the serial number is 58 W10 M22
19:00
Speaker 2
Okay. Yes, uh, that really depends on the model for newer models right now, it, um, you, you can see two ports at the back. But it depends, um yeah, that really depends on the model. What is the model numbers of of that links this device? ma'am? Do you see the, uh, model number in the serial number? MX 52. Okay. Mhm. [silence]
19:00
Speaker 1
E 00399, 399, yes, 399. Yes. Yes. Mm-hmm. Uh, just the one. Mm-hmm. I think it was a week ago. Let me look.
20:00
Speaker 2
Okay. And your internet provider is Spectrum, right? Okay, all right. Okay. So, how many MX 62 hundreds you have? Just that one. Okay. And when did you purchase this mail? When is the exact date of purchase?
21:00
Speaker 1
order place June 20, 00:00:12,16 -> 00:00:12,972 Right.
22:00
Speaker 2
June 20. OK so that's June 2026. OK I'm just I just need to update this one now just give me one minute.
22:00
Speaker 1
That's fine. I have not connected it yet. Uh, that's why I'm calling just for some help. I have it connected to an ea 7300. Yes. I'm having trouble get, I'm having trouble getting the internet, uh, cord out. There must be like a little lock button or something. I mean, it doesn't just pull out.
23:00
Speaker 2
Speaker 1
23:00
Speaker 1
The LAN cord. A land cord. What's a LAN cord? I had two things plugged into the Ethernet. I can't, no. I'm just having trouble. I don't see anything above it. Yeah. There's a little blue button to the left of it. I've pushed that.
24:00
Speaker 2
is uh there's some kind of lock there uh yeah the ethernet um the the ethernet cable Yeah you just need to you just need to press and hold this small plastic locking tab at the top of the connector there's a small plastic tab there you need to press and hold that and then and then firmly pull the plug so you can disconnect that
24:00
Speaker 1
there's a blue button there's another there's a red one that's stuck in I wonder if that's a let me see if I can I may see if this works I'm trying everything this I am to the there's a yellow cord that goes in where it says internet but I can't see any button to push to get it out [silence]
25:00
Speaker 2
there's a button yes a button are you are you looking at the cable is it a cable ma'am the cable looks like a telephone jack but that is bigger are are you are you trying to disconnect the uh the the old links router or [silence] there's uh actually it's not a button but you need to press and pull that small plastic locking tab
25:00
Speaker 1
On top of the connector? Yes.
26:00
Speaker 2
yes there's actually a a small um plastic thing there on top of it you you just need to like uh press and hold [silence] that cable is the one that goes to the modem right that's coming from the modem and that is connected to your old linksys router [silence]
26:00
Speaker 1
okay, it says internet, oh, so there's no tabs, I'm just fooling around on it. That's why I called you. It's like it does not come out. I'm looking for anything plastic. Okay, I'm looking for anything. Yeah, I can't. I tried that too cuz I'm like, no, it's the same thing. It's
27:00
Speaker 2
Yeah, that's actually the Ethernet cable now. Yes, the internet is the port, okay? You need to pull the, the uh, firmly pull the plug straight out of it. Maybe it's stuck. Okay, um, can you pull out the the cable from the modem? Hello?
27:00
Speaker 1
I cannot. It's the same thing. It's not coming out. So, there's a plastic thing somewhere in between, like, like right at the base where it's plugged in.
29:00
Speaker 2
Okay. Yeah, I think we lost the connection there. So, yes. Can you pull out the plug from the, uh, from the modem? Yeah. Cause there's a need for, for you to press that, uh, small plastic thing, ma'am, on that cable in order for you to pull it out. Yes. Are you, are you able to go online using your phone? Cause you may try, actually, you may try watching it in YouTube, how to pull out the ethernet cable.
29:00
Speaker 1
All right, that works, thank you. Are you still there, Hello, Okay, I got it out. Yeah, hello, I'm still here. I got it out. Hello, hello,
31:00
Speaker 2
Okay, um, hello? Hello?
31:00
Speaker 1
Hello, I'm still here. I got it out. Yes. All right. That'll be great. I will. Okay. Thanks.
32:00
Speaker 2
All right. Hello? All right. Hello, yes. You. There's a problem with our problem with our SoftPhone. Ma'am. Can I give you a call back because it seems that there's a problem. Yes. Let me verify your phone number. That would be 216 409-6916. Okay. Just please wait for my call. Ma'am. Okay. After now after a minute or two. Okay. Thank you. Just please wait for my call.
32:00