V2 Rubric Detail — a4713040-71a1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:57
Duration
19m 24s
Contact
Jeremy Burton
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
Escalation4.00/5
Customer Exp3.21/5
Overall61.4% (+5.4)

V2 Grader Summary

The agent followed policy and escalated appropriately, but failed to resolve or meaningfully troubleshoot the hardware issue. No solution was provided for the faulty power connection, and the customer was left waiting for L2 review without a timeline, resulting in an unresolved outcome despite correct technical information and tool use.

V1 Case Analysis

Customer unable to access router settings and reports loose power adapter connection causing router to power off when moved. Agent provided correct URL (myrouter.local), collected serial number (58W10M21E03457), confirmed customer name (Jeremy Barton), requested purchase receipt, and escalated to Level 2 for hardware investigation. Model number not collected. No immediate fix provided.

Troubleshooting Steps
  • Provided correct local web address (http://myrouter.local) for accessing router settings.
  • Requested serial number for device identification.
  • Advised that replacement power adapters are not sold separately by Linksys.
  • Requested purchase receipt to assess warranty eligibility.
  • Offered to email a receipt-attachment link.
  • Escalated the case to Level 2 for hardware fault investigation.
Key Observations
  • Agent correctly provided the accurate local web access URL (myrouter.local) as per KB guidance in universal_web_browser_setup.md and adjacent_smart_home_iot.md, which is the recommended method for all current Linksys routers.
  • Agent failed to collect or confirm the router model number, which is a required protocol step for hardware fault handling and accurate support pathing.
  • Warranty status was not verified despite the customer explicitly asking if the unit was still under warranty and expressing interest in a replacement.
  • Agent did not offer any self-help guidance for the power issue, such as checking for debris in the port, trying a different power outlet, or using a known-good compatible adapter, which could have been provided safely even without model confirmation.
  • Long silences and lack of a clear recap left the customer without a structured summary of next steps.
Positive Highlights
  • Provided the correct local web address (http://myrouter.local) for accessing router settings, aligning with KB recommendations for modern Linksys routers.
  • Successfully collected the serial number (despite garbled input) and confirmed the customer's name (Jeremy Barton).
  • Accurately explained company policy regarding power adapter replacements and the need for warranty validation.
  • Offered to email a receipt-attachment link and properly escalated the case to Level 2 for further investigation.
Agent Errors / Gaps
  • Failed to obtain or confirm the router model number, a critical omission for hardware fault resolution.
  • Did not verify warranty coverage despite customer inquiry and escalation path depending on it.
  • Provided no actionable self-help steps for the power adapter issue beyond requesting a receipt.
  • Did not confirm whether the customer successfully accessed the web interface after being given the correct URL.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer requested a replacement power adapter or new router due to a loose power connection; agent did not resolve the issue, only escalated after stating Linksys does not sell adapters.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not perform meaningful troubleshooting — failed to guide customer to check power LED, test connection stability, or access router UI despite customer expressing intent to do so later.
R3 Partially Met Correct resolution path conf 85%
Agent correctly followed policy that adapters aren't replaced standalone and escalated, but did not explore warranty eligibility or offer best-effort troubleshooting for the hardware defect.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the loose adapter and web access issue, asked for serial number, but did not ask diagnostic questions about LED status, physical inspection, or prior reset impact.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to pull up router by serial number and initiated email for receipt upload — appropriate tool use given the hardware replacement context.
T3 Met No misinformation conf 95%
All technical statements (e.g., no standalone adapter replacement, correct use of myrouter.local) were accurate and aligned with KB policies.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control by collecting necessary info (serial number), setting next steps, and guiding the interaction despite interruptions.
C2 Met Confirmed understanding conf 90%
Agent used clear, simple language, confirmed device type (iPhone), and repeated instructions for myrouter.local access without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case end-to-end: collected details, looked up device, communicated policy, initiated escalation, and did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 80%
Agent instructed customer to send receipt via email and mentioned escalation to L2, but did not provide expected timeline or follow-up window.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was confirmed first contact with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation was appropriate — agent recognized hardware issue beyond L1 scope and initiated L2 review after verifying ownership and policy constraints.
E2 Partially Met Escalation prep & handoff conf 80%
Agent informed customer of escalation to L2 and provided email path, but did not specify team, expected response time, or next action details.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered polite apologies but did not explicitly acknowledge customer’s frustration with defective hardware or validate effort spent troubleshooting.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, remained patient during delays, and adjusted tone to be supportive without rushing or interrupting.
X3 Partially Met Overall experience conf 80%
Customer had to locate receipt independently, adding effort; however, agent reduced friction by sending direct email instructions for submission.
Call Transcript28 turns · 31 lines
Speaker 1
Does it feel good? Oh. hey uh so I was trying to get to the web page to get my router settings to do something with my router uh and so I had to do a reset a while back uh so I haven't got in there yet I can't find it it won't Safari browser won't let me get into it uh the 192.168.1.1 I forget what the other web address was out my info router router something yeah um I'm using a a mobile device my cell phone mm-hm Apple Apple iPhone to the Wi-Fi yes yes it is
00:00
Speaker 2
Oh, I see, right. And Yeah, what's the um device you're using, sir? Are you using a laptop or a computer? All right, your phone. And your phone is connected to the Lynx's Wi-Fi? All right.
01:00
Speaker 1
Just a minute. I guess my. My plug. I might need y'all to send me another plug. This thing is not. The power cable. Oh my gosh. Yeah. The power cable. It does. I mean, it's just too loose or something. But it's brand new. I haven't moved it or pulled it out and unplugged it and plugged it back in. But it just keeps every time I move my router, it it powers off uh with that plugged. And y'all send me another one of those by chance? I got the serial number and everything. Just uh okay. Uh and repeat what you were saying. I just. Yeah.
02:00
Speaker 2
Yes, can you put in the HTTP? Um, oh, yeah. All right. So, yeah, gain the, the, um, input, HTTP. It's colon for slash for slash. Um.
02:00
Speaker 1
m router. That's right. my router. R-O-U-T-T-E-R. local. Okay. Well, it's got a book back up. It's going to take a minute. And then, okay, in this minute, let me write this down. and the stuff off my router. Local did you say? Yeah. Local. Okay. Yeah, TPS colon forward slash forward slash my router. Local. Okay. And then, and then what? So it should come to the sign on screen. all right enter yeah I got it
03:00
Speaker 2
my router.local, yes, my router.local colon, forward slash, forward slash, my router. My router.local, yes. Enter. Yes. Enter. Yep.
03:00
Speaker 1
I know, okay, I know how to do it. Okay, so uh that's good. Um what, what about, um can I get another power cord or something uh for this? I got some issues with my power cord allegedly, or seemingly. I wonder. Hmm, yes. What if, what if, okay, okay. What if, what if my router's still under warranty? I may just get another whole warranty replacement. Let's do that, let's check on that. Okay, okay. Thank you. Yeah, just a second. Alright, one second. Uh so, what external power supply there's gonna be?
04:00
Speaker 2
All right. With that case right? I apologize, but we don't sell any power adapter. Um if you want to purchase a new one, you need to go to your local stores and bring that adapter and check if they have the same adapter. Um let me double check. Let me double check on it. Um, can you provide the serial number of that router, sir, so that I can double check?
04:00
Speaker 1
58 W is in whiskey. 1 0 M is in Mary. 21. He is in Echo 0 3 4 5. 7 That's me. Yup. Hmm. All right. [silence]
05:00
Speaker 2
All right. So I already pulled it up here. Just to confirm, am I speaking to Jeremy Barton? All right. Thank you so much, Jeremy. Please bear with me. [silence]
05:00
Speaker 1
[silence] Uh yes, correct. I mean, uh yes, I mean if you move it, it's like, it just, it powers off and I have to, you have to just wiggle it back in there. I don't know what's going on. Um, yeah, it's but it's it's got a, it's got a bad it's got a, a not good connection on the back where the power plug adapter plugs into the rear of my of my router. It's not good. It's not it's not a secure it's not a secure connection. It's just really flimsy, I guess. And this is yeah. and it [silence] Okay.
06:00
Speaker 2
So the adopter of this one keep on disconnecting. Yes. I see. I see. Got it. Okay. And also, sir, did you access already the web interface of this router?
06:00
Speaker 1
I have not know it just recently booted up yet. No, I'm not there yet. I I'll do that. And when I'm I can do that on my own time. Uh I'm not really interested in doing that right now. I'm doing some other things while you're looking up my stuff and so I'm just one thing at a time and then yeah, I want to get off the phone as soon as possible after after I find out about getting uh you know some sort of help with this power situation on my router. Yes. Yes, Ma'am. Yeah, that'll be fine. Thank you. Thank you so much. Mhm.
07:00
Speaker 2
Hello, sir. Yes. Thank you so much for patiently waiting on the line. Um with regards to your concerns there about the power adapter, uh, we do apologize, but we don't uh, replace a power adapter only. And we require the device yeah, in order to replace the power. Yeah. Unfortunately, this is one of our company policies, sir, sorry about that. [silence]
09:00
Speaker 1
(background noise) uh, yeah, I, I would like to get a whole new router. I want a whole new router, okay? Because it might not be just the power adapter. I'm assuming it's just that. It could just be the port where it plugs into, which is on the router itself. So, between that port and the plug, there's a problem. So, I want that problem fixed. Can I get that problem fixed? Can y'all fix it for me? I will send these two back to you and you can send a, send me a replacement. That would be perfect for me. Um, and then my 10 minutes on the phone has not been wasted and then I'll have a router that works better and more functional and correctly. Thank you so much for checking on that for me. Okay, whatever you need. [silence]
10:00
Speaker 2
Since your unit is still working and only the adapter is not, what we can highly suggest is for you to replace it. Mm-hmm. [silence] I see all right. Because if that is the case, sir, we need to isolate, we really need to isolate the problem and with regards to that we're doing our best.
10:00
Speaker 1
Okay. Go ahead. Okay. That's fine. Okay. Yeah, yeah. I just, I just need all the specific details, uh, you know, a video of it or or whatever. Um I had to do that on another situation here with a electric, uh, battery powered the mower I had. I they needed a video of the defective battery and so forth. So um, yeah, whatever y'all need, just let me know exactly what you need and I will send it your way and and we'll go from there. I'll be on home when you get back. Thank you. Okay. Thank you. Uh-huh. [silence]
11:00
Speaker 2
I have a... And we will request some photos of that one, with regards to hard... issues. But let me double check it again, alright? One moment, please. [silence] Okay. All right. Thank you so much for this one moment. [silence]
11:00
Speaker 1
Is. Uh oh. Another deep guy, but it was either once.
12:00
Speaker 2
Hello, sir. Uh, yeah. so may I know, sir, where did you purchase this router? [silence]
13:00
Speaker 1
I'm not sure. I kann't I can't be for sure. I think it was from y'all. Uh oh yeah, Oh gosh. is it what? What is it? Yes. Oh absolutely absolutely yes ma'am absolutely yes correct. Yep it came in the Box. Okay. Okay. I'll have to look I'll have to look in my email. I'm sure it's in there I will get it. So then let me write down this. Okay so receipt. Okay Router. Okay and then uh let me look. Let's see here.
14:00
Speaker 2
And this power adapter that you have there, is it the power adapter came along with the back? The power adapter, is it the power adapter came along with the back with this router? All right. And also, for this device or router, sir, we need the we, the receipt of this one, so that we have a reference. Do you still have the receipt of this router?
14:00
Speaker 1
uh uh uh what else money and then uh are dining you have to have it now because I mean it's probably gonna I'm gonna have to search for it on the on the where I purchased it from which must have been uh Amazon and it might take me a little bit to find it but if you know if if you can wait with me I mean I don't know uh I can find it here in a few minutes well well yeah just let me look okay I'm working on it let's see uh All right. Uh, uh. Uh, get there. So I got it from y'all, so, uh, Okay. What what's I need to find out what's your subject line in the email is going to be so I can search through my email. It's not on, it's not from Amazon. Yeah, okay. Uh, uh. All right, let's see. I think I might be in luck. Technical support. [silence]
15:00
Speaker 2
All right. So I will send it. I will send an email to you, sir. I will send an email. One moment here. [silence]
16:00
Speaker 1
Okay. Uh. Oh, uh, ma'am.
17:00
Speaker 2
hello sir yes i already sent you an email sir on where you can attach the receipts so in case you already find the receipts
18:00
Speaker 1
Okay. Okay. Okay. Thank you so much. You have a great one. Thank you for your time. Oh, yes. All right. Bye bye.
19:00
Speaker 2
you may respond to that email and this ticket will be escalated to our level two team and once for further investigation, sir, and you need to send a receipt for. That, and they will response to you, all right. All right, thank you so much. I
19:00