V2 Rubric Detail — a3bca06c-6337-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:43
Duration
9m 36s
Contact
Elsbeth Swaykowski
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to provision of materially incorrect information (invalid support URLs: 'support.links-es.com', 'link-sis.com') — constitutes a critical failure under rubric section A–F: Non-Adherence to Approved Resources.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve a basic SSID change request, provided factually incorrect support URLs, and offered no troubleshooting despite the issue being easily addressable via local web interface. No ownership or effective guidance was demonstrated, and materially inaccurate information triggers an auto-zero under critical failure rules.

V1 Case Analysis

Customer unable to change Wi-Fi SSID after storm-induced outage. Agent provided invalid support URLs, did not collect model/serial, and offered paid support without troubleshooting. Customer left to self-resolve with unreliable guidance.

Troubleshooting Steps
  • Stated router is out of warranty without system verification
  • Suggested using the Linksys app to change SSID (no guidance provided)
  • Provided invalid support URLs: support.links-es.com, support.linksis.com ([06:00–07:00])
  • Recommended YouTube tutorial for 'how to set up Linksys router using the Linksys app'
  • Offered paid support option
Key Observations
  • Agent provided two invalid support URLs: 'support.links-es.com' and 'support.linksis.com' ([06:00–07:00]), which are not official Linksys domains and could mislead the customer.
  • No model or serial number was collected, despite the SSID change process being model-dependent ([04:00–05:00]).
  • Paid support was offered before any basic troubleshooting or self-help guidance was properly delivered ([07:00]).
  • Agent failed to guide the customer through the actual process of changing the SSID via app or web UI (myrouter.local), despite this being a standard procedure documented in the KB.
  • Agent repeated 'All right' nine times consecutively at the end of the call ([09:00]), indicating poor call control and communication.
Positive Highlights
  • Acknowledged the impact of the storm and power outage on the customer's service ([01:00–02:00]).
  • Correctly identified the symptom: SSID reverted to default after power loss ([04:00]).
  • Recommended the customer try free self-help options before paid support ([07:00]).
Agent Errors / Gaps
  • Provided materially incorrect support URLs: 'support.links-es.com' and 'support.linksis.com' ([06:00–07:00]), which are not valid Linksys domains and contradict the KB (should be support.linksys.com or myrouter.local).
  • Failed to collect or confirm product model and serial number, which are essential for accurate troubleshooting and warranty validation ([04:00–05:00]).
  • Prematurely introduced paid support before attempting any basic, safe triage steps such as guiding the customer to access the router via myrouter.local or the Linksys app ([07:00]).
  • Did not walk the customer through the actual process of changing the SSID, even though this is a common and documented procedure in the KB (adjacent_connecting_devices.md and universal_mesh_full_rebuild.md).
  • Repeated 'All right' nine times in succession at call close ([09:00]), demonstrating poor communication and lack of closure structure.
  • Did not confirm whether the customer could access the router or app, nor clarify Wi-Fi vs. admin password access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer asked to change Wi-Fi name back to 'Blacky'; agent did not perform or guide through the change, leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted (e.g., reboot, login to router, check SSID settings); only suggested YouTube or app download.
R3 Not Met Correct resolution path conf 96%
Agent identified device as out-of-warranty and immediately offered paid support without attempting best-effort troubleshooting (e.g., SSID change via web UI), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask for model number, current firmware, or confirm symptoms; jumped directly to app recommendation without diagnostic process.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., local web interface at http://192.168.1.1 or http://myrouter.local); issue could have been resolved locally with basic access.
T3 Not Met No misinformation conf 97%
Agent provided incorrect URLs: 'support.links-es.com', 'link-sis.com' — neither is valid; correct domain is support.linksys.com.
Communication
C1 Not Met Clear & professional language conf 94%
Call featured multiple long silences, no clear agenda, and agent failed to guide interaction toward resolution.
C2 Not Met Confirmed understanding conf 95%
Agent used unclear language, gave wrong URLs, and did not confirm customer understanding; customer had to repeat and clarify.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; deferred to app or paid support instead of attempting resolution despite simple nature of request.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timelines given; only vague suggestions to watch YouTube or call back later.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent acknowledged customer’s situation ('I understand that') and remained polite, but did not specifically recognize storm-related hardship or repeated effort.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s literal communication style; provided confusing URLs and no comprehension checks.
X3 Not Met Overall experience conf 95%
Customer was forced to search YouTube and re-enter information; agent increased effort by providing incorrect support links.
Call Transcript13 turns · 16 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device 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
Well, we had a major, we had a terrible storm here. I live in Pennsylvania and by New Jersey and there was no service, so now the power came back on yesterday in the middle of the night on Sunday morning that would be, you know.
01:00
Speaker 2
Hi, thank you for calling Linkys. My name is Van and I'll help you today. [silence] Uh-huh. [silence] All right. [silence] All right. [silence]
01:00
Speaker 1
around one o'clock in the morning so I I I speak slowly I'm a little but anyway point being is this this um my when I go on I can't get the internet uh I don't know if it's because I can't get the internet or if it's because of this my my network was called blacky I called it blacky you know when I set it up and I had a password my um now it says when on all our devices like we have two TVs, you know, uh smart TVS and we have both each have a So I got a mobile phone and we have a laptop. They all say link, these set up 95, C, which is the name on the bottom, you know, on the labels on the bottom of the um, whatever you call this. Anyway, and there's a password, which is F capital O, or maybe that's a number O. Anyway, UKSF capital O again HJ, you know what I'm saying. Do you want the, but I can't seem to change it back to Blackie. For any of the, any of the devices we have, you know, and I I'm sorry. But I can't. I don't have the email. Anyway, so link C is my Wi-Fi, and Blackie is the Wi-Fi on all the other devices. Can, can I just change it back to blackie so that I can at least know if it's them, my provider, you know, where I get my internet from, or if it's this. Do you understand, was that, it's like simple enough. Why do you want the serial number? It's like, yes, you are. Yes. Yeah. Yes.
02:00
Speaker 2
All right. So just to verify, just to verify, am I speaking with Elzbieta Swierczewski? Thank you so much. So what happened was the storm caused an outage on your internet, but now that it's back and it's running, the Wi-Fi name from Blacky went back to the default Linksys name. So your Blackie Wi-Fi is the Linksys, but it's just a different name. To change it back to the Blacky Wi-Fi that you would like to have, you need at least [silence] Leased the Linksys app, download it so it can do the changes for you. However, all right. All right. [silence] Before anything else, ma'am. I will set your expectations that your router is unfortunately no longer in warranty. The warranty status of the device had expired around August 14 of 2023, which sets it to where it's no longer eligible for [silence]
04:00
Speaker 1
I understand that. How much is it going to be? No, now you have a support site. Now, wait a second. Let me write that. Let me write that down. Okay? On YouTube, I could get it. I I I kind of figured I could get it because I can I but I have to use my phone because the both TVs are they phone. Um okay. And what is it for uh well, I can go on to YouTube. Let me write that down. And what would I What would I re yes, go ahead.
06:00
Speaker 2
travelers resolution also been all rubrician steps are completely for and amiss a video guide on need a video guide are through our support site which support dot links dot com for if yes we have the support site uh-huh the first one is YouTube the second one is
06:00
Speaker 1
yes support support dot l-y-o-l i had the wrong, I had them transposed I'm sorry um okay support at lynx sys lynxys.com okay right okay
07:00
Speaker 2
the second one is support.links-es.com, link-sis.com. L-I-N-K-S-Y-S. No words there. Yes, support.linksis.com. The third option, which is completely optional, is the payment option, which is just $[REDACTED_PAYMENT_DIGITS] for a one-time, non-refundable, technical support troubleshooting lasting up to an hour. However, for our recommendation, at least try the free options first. If they're still having some troubles, you can always call us back, and we can proceed with the option
07:00
Speaker 1
And you accept a credit card, right? Yeah. Bank of America card. Yeah, but I'm just saying you accept, you accept, bank of America card, right? Oh, cool. If I have to, I will. All right, so you suggest I look at YouTube first. What would I look for in the in in requesting. To set up uh linksys.
08:00
Speaker 2
initial $[REDACTED_PAYMENT_DIGITS] payment if you need to. Yes, as long as it's like Visa, we can accept that. No, we can try it later on. Usually it's like AMEX. Yeah, yeah. But we can just search on YouTube. How to set up the Linksys router using the Linksys app.
08:00
Speaker 1
Using using using links is that okay? Because I'm kind of literal, so it does if I'm guided. I Great. All right. All right. I'll try both. Okay? And, and if I have problems, then then I'll have to call you back. All right. Thank you so much. That's okay. You too, dear, thank you.
09:00
Speaker 2
All right. All right. All right. All right. All right. All right. All right. All right. Thank you so much for calling Linksys. Take care and have a great day as well. Bye bye for now. [silence]
09:00