V2 Rubric Detail — a20a0de2-7a6e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 01:45
Duration
14m 41s
Contact
615-522-8626
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent delivered only a greeting and then remained completely silent while the customer repeatedly asked how to set up their device without a smartphone. No troubleshooting, guidance, or engagement occurred. The complete lack of response constitutes call abandonment, resulting in no resolution and maximum customer effort.

V1 Case Analysis

Customer asked how to install Linksys app without a smartphone; agent provided no guidance.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never responded to the customer's request for an app‑installation workaround.
  • No device model, serial number, or warranty information was collected.
  • Call ended with the customer expressing profanity and no closure or next‑step was offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failure to address the customer's question.
  • Did not follow standard protocol of gathering product information.
  • No attempt at troubleshooting or providing self‑help resources.
  • No clear closure or escalation path provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution or outcome was provided; the customer’s request for app-free setup was never addressed.
R2 Not Met Diagnostic thoroughness conf 97%
The agent did not perform any troubleshooting or diagnostic steps after the customer explained their lack of a smartphone.
R3 Not Met Correct resolution path conf 96%
No resolution path was selected — the agent did not offer web-based setup, KB guidance, or escalation despite the clear support need.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
The agent failed to identify the symptom (inability to use mobile app) or ask any diagnostic questions to determine the root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools, KB articles, or resources (e.g., universal_app_transition_notice.md) were used to assist the customer.
T3 Not Met No misinformation conf 95%
The agent provided no technical information, such as how to access the router via http://192.168.1.1 or http://myrouter.local.
Communication
C1 Not Met Clear & professional language conf 97%
The agent failed to guide the interaction, set expectations, or maintain control — remained silent after greeting.
C2 Not Met Confirmed understanding conf 96%
No adaptation to the customer’s accessibility need (no smartphone) or communication level was attempted.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
The agent did not take ownership; the call was effectively abandoned without handoff or follow-up.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were communicated to the customer.
O3 Not Applicable Closure confirmation conf 90%
There was no prior case history, and the agent never engaged — no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and none was warranted due to lack of engagement or diagnostic effort.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
The agent showed no empathy or professionalism in response to the customer’s frustration and repeated requests.
X2 Not Met Tone & rapport conf 96%
The agent did not adapt to the customer’s tone or emotional state; complete lack of engagement.
X3 Not Met Overall experience conf 96%
The customer was forced to repeat their issue multiple times with no reduction in effort from the agent.
Call Transcript3 turns · 5 lines
Speaker 1
Welcome to Lenoxus support.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
um says he doesn't have a smartphone. I didn't expect me to install an app. Um, you could tell me how to do this without the app or I'll just end it back. They're going to tell you download from Google first. If you have a flip phone, how would you do that? How would you install an app if you don't have a smartphone? Like I said, smartphone, not just an iPhone. How can you install an app if you don't have a smartphone? Now, if I were to say, well, are you using a tablet? Do you have a tablet? Is it an Android? Okay. Then that's the way around me, but, no, I have a laptop, a Windows PC. Like, God damn crops. God damn God.
03:00