V2 Rubric Detail — a0741dc0-6a5a-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 14:41
Duration
9m 38s
Contact
don test customer 7
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Vincent Tobias
HappyFox Case
#LD00121165
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: New Asset Created
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall84.5% (+40.5)

V2 Grader Summary

The agent correctly resolved the technical issue by identifying that the SPNM60 is not supported by the Linksys app and directing the customer to use local browser access. Troubleshooting and technical accuracy were strong. However, customer effort was increased by collecting personal information before disclosing the core limitation, and empathy was only partially demonstrated despite clear customer frustration. Ownership and next steps were handled well.

V1 Case Analysis

Customer unable to access SPNM60 via Linksys app. Agent confirmed model is not app-supported and advised local web UI access (http://192.168.1.1 or http://myrouter.local) with admin password. No verification performed. Customer email collected without justification, causing frustration.

Troubleshooting Steps
  • Collected model number (SPNM60) and serial number (72E60M28F03419).
  • Confirmed SPNM60 is not supported by Linksys mobile app (KB-confirmed).
  • Advised local web browser access (http://192.168.1.1 or http://myrouter.local) with admin password.
Key Observations
  • Agent provided technically accurate guidance per KB: SPNM60 is not app-supported and requires local web UI access.
  • Correct URLs (http://192.168.1.1 and http://myrouter.local) were provided for SPNM60 local access (KB-confirmed).
  • No verification of success was performed, leaving resolution unconfirmed and causing customer uncertainty.
  • Agent collected customer email without explaining its purpose, leading to customer frustration and reduced efficiency.
  • Call lacked clear structure, summary, or confirmation of next steps, contributing to weak communication.
Positive Highlights
  • Accurately identified SPNM60 as not supported by Linksys app (KB-confirmed).
  • Provided correct local web UI access method and URLs (KB-confirmed).
  • Explained no cloud account is needed for this device (KB-consistent).
  • Gathered essential device information (model, serial number, ISP) early in the call.
Agent Errors / Gaps
  • Failed to verify whether customer could successfully log in via web UI.
  • Collected customer email without explaining its purpose or tying it to a resolution path, causing frustration.
  • Did not confirm access to admin password or clarify where to find it on the device label.
  • Ended call without clear recap or confirmation of next steps.
  • Allowed long silences and disorganized questioning, reducing call efficiency and control.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent correctly identified that the SPNM60 does not support the Linksys app and directed the customer to use local browser access via IP address, resolving the core issue.
R2 Met Diagnostic thoroughness conf 95%
Agent asked for model number, confirmed Wi-Fi functionality, and used that information to determine app incompatibility — a logical and efficient diagnostic path.
R3 Met Correct resolution path conf 96%
Agent selected the correct resolution path: educating the customer on device limitations and providing the proper local access method instead of escalating or dismissing.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified the symptom (can't log into app), verified Wi-Fi was working, asked for model/ISP, and correctly deduced the root cause: app incompatibility with SPNM60.
T2 Met Appropriate tools / resources used conf 94%
No tools were required — the issue was resolved through accurate product knowledge about app support, which is sufficient and appropriate.
T3 Met No misinformation conf 95%
Agent accurately stated that SPNM60 cannot be managed via the Linksys app and must be accessed via browser — consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent gathered necessary info but failed to set expectations early; only after customer frustration did they explain why details were collected.
C2 Partially Met Confirmed understanding conf 90%
Agent used understandable language but did not adapt to customer’s growing frustration or confirm understanding of the solution.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the call, collected details, created a record, and provided a complete resolution without transfer.
O2 Met Proactive follow-through conf 95%
Agent clearly instructed the customer to access settings via IP address and router password — a specific, actionable next step.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with correct information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized briefly but did not proactively acknowledge the customer’s two-week struggle or validate their frustration about time spent.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a neutral tone but did not adjust pace or style in response to customer’s visible irritation and sense of wasted time.
X3 Not Met Overall experience conf 93%
Agent collected customer name, email, and serial number before revealing the key fact — app incompatibility — causing unnecessary effort and frustration.
Call Transcript14 turns · 16 lines
Speaker 1
Could you please favor us with a story?
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 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 products, paid support options may be available depending on the issue. [silence]
00:00
Speaker 1
[silence] Uh-uh. Uh-uh. [silence] . [KEEP_UNCERTAIN] Yeah, hello. Did you say your name is Sean? All right, what is it? I'm having problem connecting to my Wi-Fi 7 router. And I've been having these issues because I used to have the Wi-Fi 6 router and then it was upgraded. So you went to the I got the Wi-Fi 7 router.
02:00
Speaker 2
Hello. Thank you for calling Nexus Technical Support. This is Tram. How can I assist you today? Yes sir.
03:00
Speaker 1
For some reason, I'm unable to connect to my network to go to the mobile app. I beg your pardon? No, I cannot have been trying to do it for like almost two weeks now over two weeks. It is not working. I would log into the sometimes, I log into the actual account. And then after when I try to pick up, it doesn't detect the network and sometimes when it does detect it. When I enter my Wi-Fi, my router password, it is doesn't work. It just it stops. Uh oh.
04:00
Speaker 2
Um, I see. All right, so you can connect, uh, when you try to access the Linksys app, you cannot connect? Can you tell me sir what's the model number and the serial number of your Linksys router?
04:00
Speaker 1
The model number is S, for Sierra, P for Papa, N for November, M for Mike, 6-0. S-P-N-M-6-0 is 72, E for Echo, 60, M for Mike, 28, F for Foxtrot, 03419. [silence] I'm Community file by UK. [silence] Yeah, this is the first time I'm calling you. I've had issues before with my log in.
05:00
Speaker 2
All right. Tell about the serial numbers here. Uh-huh. Hold on. Did you rename both of them there? Got it. And also, sir, may I know who is your internet service provider? Okay. And you do have what? Two gigabytes per second? Community fiber. Got it. 2.4 and 2.5, around it. And also, sir, is it your first time calling a Winks? Do you see that your team so
05:00
Speaker 1
So I have to change the email address. So basically, that's the time of year. But this one has been going on for a while. It's been over two weeks, and I'm still having the same issues. It's not connecting and I don't know what's going on. Maybe it might be like some glitch or cash in the accounts, which I think my need to be... Yeah, the Wi-Fi is working. When I logged into the computer, through the browser, it works. It actually works, but it's just I can't log in to the app to manage the network. Um, yeah. [silence]
06:00
Speaker 2
uh i i should do apologize so here we have one sir so um the only problem is you can't um log into your account however um is it working sir or the wi-fi is working um wi-fi is working good oh right good and also sir since it's your first time calling linguis um i need to gather some information here to for me to create a quick record for you can you provide your first and last name and also your email address
06:00
Speaker 1
Sure, I will, but what I want to say, can you add me on to your mailing system or subscribe me for anything please.
07:00
Speaker 2
got, it, got, it. um, got, it. How about their last name? Got it. How about your email address, sir? mhm based on the information here sir that I have with this model number that you have um this model sir is not I mean that's not supported by the link sys app. so if you want to access your settings sir like your router settings uhm
07:00
Speaker 1
Really? So why did you need to take my details? Why didn't you just tell me that? Why did I take my details away from at my time on the phone? Why did you tell me it's not supported and keeping me on the phone for no reason? All right,
09:00
Speaker 2
you need to access it on the browser using the IP address and then input your router password, so there's no account that is connected to this router. It's not possible with this model that you have device. I'm creating your record here sir so that in the future if you contact us then we have a record for you with regards to the problem.
09:00