V2 Rubric Detail — 954d5e72-66c5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 01:17
Duration
10m 42s
Contact
John Norton
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133334
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Account Issue
⚠ 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.
⚠ Auto-Zero applied: T3 Not Met: Agent provided a materially incorrect URL (http://my router.com) instead of the correct local address (myrouter.local or 192.168.1.1), which constitutes a critical technical inaccuracy that could prevent customer access and mislead them to a potentially malicious site.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
Escalation0.00/5
Customer Exp3.57/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the customer's request to change their cloud account email, offered no valid troubleshooting, and provided an incorrect URL (myrouter.com), a critical technical error. Despite courteous communication, the lack of tool use, escalation, and accurate information resulted in a fully unresolved case with a high-risk inaccuracy, triggering an auto-zero.

V1 Case Analysis

Customer needs to change cloud account email (old AOL inaccessible) and reports red LED on MX5300. Agent incorrectly stated remote access is discontinued and gave wrong local URL (myrouter.com). No valid resolution provided.

Troubleshooting Steps
  • Confirmed device model (MX5300) from customer description.
  • Incorrectly informed customer that Linksys Smart Wi-Fi remote access is discontinued.
  • Suggested accessing router via incorrect web URL (http://myrouter.com).
  • Did not troubleshoot red LED or guide email change process.
Key Observations
  • Agent stated at [02:00]–[03:00] that 'the Linksys Smart Wi-Fi remote access website has been discontinued,' which is factually incorrect — the service remains active for login and account management.
  • Agent provided the invalid URL http://myrouter.com at [04:00], instead of the correct http://myrouter.local or http://myrouter.info for local access.
  • No troubleshooting steps were taken for the red LED symptom reported at [00:00] and [01:00].
  • Agent failed to explain that the cloud account email can be changed within the Linksys app or at linksyssmartwifi.com, a standard KB-supported procedure.
  • Call contained long silences and disjointed flow, reducing efficiency and clarity.
Positive Highlights
  • Agent successfully confirmed the product model (MX5300) from customer description.
  • Agent acknowledged customer's situation and maintained a polite tone throughout.
  • Agent correctly identified that the cloud account functions as a username and that current login access allows continued app use.
Agent Errors / Gaps
  • Provided factually incorrect information that Linksys Smart Wi-Fi remote access is discontinued.
  • Gave invalid URL (myrouter.com) for local router access instead of myrouter.local or myrouter.info.
  • Failed to guide customer through correct process to change cloud account email.
  • Did not troubleshoot reported red LED symptom on MX5300.
  • Did not collect serial number or verify warranty status when account change and potential hardware issue were involved.
  • Did not offer any valid next step, escalation, or self-help resource.
  • Allowed call to close without confirming customer understanding or operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer wanted to change their cloud account email; agent did not resolve this, only advised to avoid changing it and use local access, which does not fulfill the request.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken toward changing the cloud account email; agent immediately declared the service discontinued without attempting verification or alternative paths.
R3 Not Met Correct resolution path conf 96%
Agent failed to pursue any valid resolution path for a cloud account issue, such as escalating to account support or checking account portal options, instead dismissing the possibility entirely.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (cannot change email due to outdated AOL account) but did not ask diagnostic questions about account creation, login status, or prior access attempts.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., account lookup, cloud dashboard, or remote session) that could have verified account status or supported the change request.
T3 Not Met No misinformation conf 99%
Agent instructed customer to go to 'http://my router.com', which is incorrect; correct local addresses are myrouter.local or 192.168.1.1 — a material technical error.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call control but allowed long silences and failed to structure the interaction with clear steps or transitions.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, avoided jargon, and responded with patience and clarity appropriate to the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the call from start to finish, did not transfer, and attempted to provide guidance despite limitations.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested local access as an alternative but gave no actionable next steps for the actual request (email change), leaving the customer without direction.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue required account-level intervention likely beyond L1 scope, yet agent did not escalate or even mention escalation as an option.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so there was no execution of escalation details, communication, or handoff.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation, used polite language, and remained professional throughout despite customer confusion and silence.
X2 Met Tone & rapport conf 92%
Agent matched the customer’s conversational pace and tone, showing adaptability and maintaining engagement.
X3 Not Met Overall experience conf 94%
Agent provided an incorrect URL and failed to offer a real solution, forcing the customer to accept workarounds and avoid necessary actions.
Call Transcript16 turns · 19 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Good evening. This is from Linksys. Hi there, sir. [silence] Yeah. Yes. You hear me okay? Yeah, good thing. I do have your number here, sir. I was able to call you back. Yep. So, no worries. All right. So, yeah, I was about to ask um for the model number of your Linksys device. Yeah, it should be on the router. Try to look at the front. Mhm.
00:00
Speaker 2
Hi. [silence] Hi. I'm here. Hey. [silence] Hey are you there uh Yeah, I got close to my router and something happened. Um, [silence] I don't know. Thank you so much. [silence] Okay, so there's not a model number of the router? [silence] The front of the router. [silence] Now it's turned red. I don't know why. Um, the front of the router. Tell me you can hear me. [silence] Can you see the front of the router now? Repeat the model first please. Yeah. Tell me now you can hear me. Uh, yeah, okay, I think I have the model. Uh, so what's the first thing I'll do to fix it? Uh okay. [silence]
00:00
Speaker 1
Mm-hmm. Well, do you see anything that says m R or that starts with the letter M or MX [crosstalk] 53, okay. How long have you been using this device? Two years, okay. [silence]
01:00
Speaker 2
it's just a white box, Oh, it's just a white box it says links on us just so square box, um, says, Vellose up, setup DB, uh, password recovery key, serial number, uh, Mac address. Oh, model number, MX5300 MX5300. Um, oh, gosh, uh, several years, uh, and I've got no, actually, um, only about two, it's only about, I think, two years old, because I've got a I've got a, uh, yeah, four of these around the house. [silence]
01:00
Speaker 1
Yes. Okay. Yes. Yeah, I understand that sir. But, sir, let me just set your expectation, okay, that these links, this Linksys Smart Wi-Fi remote access website has been discontinued. Okay. Um, that is with the connection of your, if you're going to change your email account, your lingcessmartwifi account email, uh, we may not be able to get any emails. Cause, uh,
02:00
Speaker 2
I can access my account, but that's fun. And it says I've got four nodes, 23 devices. But the problem is I got to change my email. And I don't want to, I just want to change my email, because I don't have access to AOL anymore, because I deleted that account. That's what's going on.
02:00
Speaker 1
that that is related to the Linxsi smartphone, wifi website. So, as per management, um, the website has been discontinued. Though the website is discontinued for your router and internet connection will still continue to work normally. And you can still manage your router local settings by accessing Myrouter.local. Okay? If you really want to use the Linksys app, uh, you have an option on the Linksys app to access the, uh, there's a local access option as well. So, that's the changes they've made, uh, that's the update actually with regard to the Linksys smart wifi. So, I can show you another way to access your router. Okay.
03:00
Speaker 2
Okay, um, silence silence Okay, um,
03:00
Speaker 1
So, instead of using the app, you can use it you can access the router by using the web interface. Just go to http://my router.com. Yes, it's still working. but if you change, if you'll change your email you we may not be able to do that anymore. Anymore. Yes, can you hear me? [silence]
04:00
Speaker 2
H
04:00
Speaker 1
he change your account sir we may not be able to do that anymore.
05:00
Speaker 2
Yep. so if I know as it is, are you ever going to have to email me? Yes. you will have to email me? so I should just leave everything alone. cuz it's working. Okay, so I should just leave it alone and even though even Okay and so that email address is really irrelevant anyway. It's just kind of a username basically. [silence]
05:00
Speaker 1
Yes, as long as you're still logged in, as long as you don't sign out from your account, you should still be able to view it. [silence] creating, you created an account, like, uh, where did you create an account, is it, um, to register, to register your, uh, product, oh, that, that doesn't have to do with the link to smart waizer, there, that's a different thing, it's for the registration of your product, yeah. [silence] Yes, that is correct. [silence] Okay.
06:00
Speaker 2
Does that have anything to do with my router? It doesn't. Yeah. I went to linksys.com. Yeah. Well, okay. Okay, so I don't need to worry about that. That's just if I want to replace it or buy something. Okay, as long as, as long as this app is working and my account is working, then uh we're, we're good to go. Um, all right. Well, you have been very helpful and I will ignore the fact that it's AOL. I'll consider that a username. I got rid of AOL after 20 years. And so I, I didn't realize it didn't realize that this would.
08:00
Speaker 1
Yeah, you can always do that. You can go to change the Wi-Fi password. You just need to go to Wi-Fi settings to do that. OK. Speaker 1: Okay. No worries, sir. I appreciate your patience as well, so thank you for choosing Linksys. This is Abby. You too have a great night, Mr. Jon. And you have a great weekend as well. No worries, sir. Bye-bye.
09:00
Speaker 2
Figure out how that's possible, but...uh again, it doesn't matter. I'm just going to uh not mess with anything anymore. And I greatly appreciate your I greatly appreciate your time today. You too. Thanks for calling me back. You too. Thank you. All right. All right.
10:00