V2 Rubric Detail — 93200254-7065-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 07:14
Duration
11m 34s
Contact
Siva Nandakumar
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134612
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Specific device can't connect

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall62.7% (-3.3)

V2 Grader Summary

The agent correctly identified the Linksys router lacks telephone ports and referred the customer to Panasonic, but failed to perform any diagnostic troubleshooting or explore potential VoIP solutions. While ownership and communication were adequate, the lack of technical progress resulted in no resolution. The outcome remains unresolved due to absence of functional restoration or workaround.

V1 Case Analysis

Customer unable to connect Panasonic BT telephone to Linksys mesh router (assumed MX2000) after switching from analog to digital telephone service. Agent confirmed Linksys routers lack telephone ports and advised customer to contact Panasonic support for Wi-Fi setup assistance (03448443899).

Troubleshooting Steps
  • Confirmed Linksys routers (including MX2000) lack telephone ports.
  • Verified router status via LED indicators (solid blue).
  • Explained that the telephone may connect via Wi-Fi if it supports wireless connectivity.
  • Provided correct Panasonic support contact number for third-party device setup.
Key Observations
  • Agent correctly identified that Linksys routers do not support telephone line connections, aligning with product design and KB guidance.
  • Agent provided the correct Panasonic support number (03448443899) for third-party device assistance, as recommended in adjacent_smart_home_iot.md.
  • Agent did not verify the exact Linksys model or collect warranty/serial information, which is a protocol gap but not critical for this issue type.
  • Call efficiency was reduced by long silences and lack of structured troubleshooting flow, but technical accuracy was strong.
  • The issue was operationally resolved by directing the customer to the appropriate support path for their third-party device.
Positive Highlights
  • Agent accurately stated that Linksys routers lack telephone ports, which is factually correct per product design.
  • Correctly assessed that the Panasonic telephone could connect via Wi-Fi if capable, based on customer-provided model information.
  • Provided the correct Panasonic support contact number (03448443899) for further assistance, aligning with KB guidance for third-party devices.
  • Set clear expectations about support scope, explaining that Linksys only supports its own devices, which is consistent with KB guidance.
  • Reassured the customer that their Linksys mesh system was functioning properly (solid blue LEDs), reducing unnecessary concern.
Agent Errors / Gaps
  • Failed to confirm the exact Linksys model number before providing advice, though the assumption (MX2000) was reasonable.
  • Did not collect warranty status or serial number, which is a protocol gap but not materially harmful in this context.
  • Excessive silence and unstructured flow reduced efficiency, though the technical guidance was correct.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the core issue — connecting the telephone — and only redirected to third-party support without achieving functional connectivity.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were performed on the Linksys side (e.g., checking for VoIP compatibility, firmware features, or network settings); agent immediately deferred to Panasonic.
R3 Met Correct resolution path conf 97%
Agent correctly recognized that Linksys does not support third-party telephony hardware and appropriately directed the customer to Panasonic for device-specific setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (telephone not working post-upgrade) and asked if it supports wireless, but did not explore root causes like SIP/VoIP configuration or WAN mode.
T2 Met Appropriate tools / resources used conf 93%
No tools were necessary — the issue involved a third-party device with no native integration; agent reasonably relied on verbal confirmation and manufacturer guidance.
T3 Met No misinformation conf 99%
Agent accurately stated that MX2000 lacks telephone ports and that Panasonic phones can connect wirelessly — both factually correct per product specs.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but failed to set a clear agenda; multiple long silences and disfluencies disrupted flow.
C2 Met Confirmed understanding conf 95%
Agent used accessible language, confirmed understanding, and adapted to customer’s pace despite technical limitations of the call.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction end-to-end, did not transfer, and provided a specific next step (Panasonic contact number).
O2 Met Proactive follow-through conf 98%
Agent clearly communicated the next step: calling Panasonic at 03448443899, with no ambiguity about who should act.
O3 Met Closure confirmation conf 94%
Agent referenced LTS ticket number at start and acknowledged prior support contact, showing awareness of case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was third-party device setup, not a technical failure requiring L2/L3 involvement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used polite phrases like 'thank you for patiently waiting' but did not acknowledge emotional impact of losing telephone service.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational tone, used confirmations, and avoided rushing — kept engagement despite complexity.
X3 Partially Met Overall experience conf 91%
Customer was required to make an additional support call (Panasonic), increasing effort, though no unnecessary repetition occurred.
Call Transcript20 turns · 20 lines
Speaker 1
Welcome to NX. Good morning. Sorry, I didn't catch your name. Did you say George? George. Good morning, George. How are you? Yeah, I'm not too bad, not too bad. Thank you very much. Can I give you the ticket number to start with, please? It's LTS 00134612. Thank you.
00:00
Speaker 2
[silence]
00:00
Speaker 1
it's the same issue. Which your colleague did help out yesterday evening. So, just to let you know, all the router are working. We got three. But the only issue is by changing the telephone line. from the audio to digital, on the older routers applicable utility warehouse, the telephone line was working. now the telephone line is not working. So the link key router doesn't allow the telephone to plug in. Yes.
01:00
Speaker 2
Oh, yes, sir. So I'm going to set your expectation that there's no ports on this model that you have and I assume the model number is MX2000, which is one of our mesh devices. So So uh the thing is, uh don't think that if I'm going to go for a different brand, uh so let me know how can I help you or ask you something. What do you want to listen to the problems? You want to try to talk to the user? That's your problem or what is wrong?
01:00
Speaker 1
Uh huh. Right. yeah. So how do I overcome this now? Oh, you mean the telephone equipment itself? Ah ah I I didn't know the telephone I didn't know you can get a wireless telephone. Ah.
02:00
Speaker 2
Telephone lines uses different cable and our router, or our devices don't have that port on they're that suitable. Uh-huh. Just to confirm, is your telephone able to connect wirelessly? Like does it have a wireless feature? Because if that's the case, yeah, we can just connect your telephone wirelessly to the router's network. Uh, by the way, just to confirm, uh-huh. Yes, sir. However, I'm gonna have to quit the explanation that I'm not technically trained for.
02:00
Speaker 1
A model number of uh what? Oh, it's a BT telephone. BT British Telecom. There's no yeah British Telecom. Uh one second, please. Yeah. Thank you. It's there. It's okay. Okay. Okay.
03:00
Speaker 2
[silence] the telephone. So [silence] however, uh, let me check that [silence] telephone here on my end. So [silence] I have the model number of that device. Uh [silence] that, [silence] that. [silence] uh [silence] and [silence] on that device. Can you check if there's a model number indicated there? [silence] Thank you so much. [silence] You're most welcome.
03:00
Speaker 1
[silence] [silence] it's k-e-x - hello, - yes. [silence] KK e-k-ex I-FUN t- 4-tango, G-Golf, C-charly, four- 20, e- 4- Echo. [silence] all right. thank you. thank you. thank you.
04:00
Speaker 2
Sir. Yes sir. Yes sir. I'm still here. Yes sir. Thank you so much sir. Sir so. Ah finally Give me one to two minutes okay. I just need to check if this. Uh, telephone has a wireless. Feature. So that if. Ah Thank you so much. You're most welcome.
04:00
Speaker 1
Hello. Is that Panasonic? All right. Sorry. Yeah, I didn't realize. Sorry, it is Panasonic. Sorry. Yeah.
07:00
Speaker 2
Hello, sir. Thank you for patiently waiting. Uh sorry, just to confirm, on the front on your phone, the brand is Panasonic, is that correct? That's great to know. All right. So, yesterday upon double checking here on my end, this this device actually can connect wirelessly to a router. So, for this one, yes, sorry. So, for this one, since you mentioned that this device was provided by British telecom, uh... No worries. So, yeah, for this one, sir, uh as I mentioned, uh this device can connect wirelessly to the network or any router. So, uh since, uh.
07:00
Speaker 1
[silence] Oh, it's household. Oh, I don't know. Oh, it's the home. Yeah, go on, please. Yeah, please, yeah.
08:00
Speaker 2
as I mentioned earlier as well, that we're not technically trained for this device, since this is a third party and we are only trained for our devices, which is lynx. you may need to contact Panasonic support for this one and have them like assist you on how to connect this telephone to our network. however, rest assured that rest assured that your lynx devices are currently working or properly working, as long as their lights are showing solid blue. so it is just that we are not technically trained on how to connect your phone to our network, okay? Or to the lynx network. yes, sir. oh, would you like me yeah, would you like me to provide you the support hotline number for Panasonic support?
08:00
Speaker 1
Yeah. Yeah. Okay, please. Uh, yeah, I've been, I've been, okay, I I can call Panasonic. Okay, what's the number, please? That's correct. That is correct. Yes. Yeah. 03448443899. Oh, my God. 03448443899. Yeah.
09:00
Speaker 2
un, yeah. Hold on sir. I just confirm, are you calling us from the UK, correct? Thank you so much for confirming. All right. So Panasonic support contact number is 03448443899 is correct, sir. And again, rest assure that your Linksys device are working properly. It is just that this specific device needs
09:00
Speaker 1
Yeah, can I can I ask you something? You said you're not technically allowed to uh advise us on the connection with the router and the wireless phone. When I ring Panasonic they may say the same thing, your telephone is working, but we can't advise you connecting to the router, they can say the same thing. Yeah. But I'll call them and if there is a problem then I'll come back to you. That's uh yeah.
10:00
Speaker 2
Oh, no, sir. I, since your Linksys router are already working, all you have to ask them is, you need assistance on how to connect their device to our network. As long as you know the Wi-Fi password of your Linksys devices, rest assured that they can walk you through on how to connect their device to your network.
10:00
Speaker 1
Right. Okay, thank you very much. Yeah, thank you. Okay. bye bye. Thank you. bye. bye. [silence].
11:00
Speaker 2
Rest assured that you can count us back if you need further assistance. However, again, uh, for like third-party devices, we're not technically trained for them. However, we can still try to, to, uh, and if ever, but, I just, uh, setting your expectation that we are only trained for our devices, okay? Okay. [silence] [background music] Uh, alright. Huh, you're most welcome, Mhm. And thank you so much again for calling, sir. Bye for now.
11:00