V2 Rubric Detail — a51ec2e8-7668-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:52
Duration
26m 49s
Contact
Carol Muench
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135720
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 - initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall90.1% (+32.1)

V2 Grader Summary

The customer successfully completed router setup and confirmed functionality, meeting R1. The agent provided accurate, step-by-step guidance appropriate to the scenario, maintained ownership, and adapted communication effectively. While silences and limited empathy language were present, the outcome was positive and fully resolved.

V1 Case Analysis

Customer completed setup wizard on an old Linksys router via mobile phone. Configured Wi-Fi SSID (Linksys09753) and admin password. Model number not captured. Final 'could not determine location' warning not addressed. Case created; no case number provided.

Troubleshooting Steps
  • Collected serial number and confirmed router LED status.
  • Guided customer to connect mobile phone to router's default Wi-Fi network.
  • Walked through Wi-Fi naming, password creation, and admin password setup in the web-based wizard.
  • Created a support case and captured customer email.
Key Observations
  • Agent did not obtain the router model number, which is a protocol gap for hardware support.
  • Long silences and unclear prompts (e.g., [13:00] 'M. [silence] M. [silence]') caused customer confusion and reduced efficiency.
  • Final 'could not determine location' error was not acknowledged or addressed before ending the call.
  • No case number was provided to the customer after case creation.
  • Agent correctly guided the customer through mobile-based setup and emphasized admin password security.
Positive Highlights
  • Successfully guided the customer through the setup wizard using only a mobile phone, which is a valid method per KB guidance.
  • Correctly advised the customer to use the same SSID for both 2.4GHz and 5GHz bands to simplify device roaming.
  • Emphasized the importance of the admin password and clearly stated it cannot be recovered, aligning with KB policy.
  • Collected the serial number and confirmed the router's physical LED status to verify power and link integrity.
  • Created a support case and captured the customer's email for follow-up.
Agent Errors / Gaps
  • Did not ask for or record the router model number, violating protocol for hardware troubleshooting.
  • Failed to provide a case number after creating a support ticket.
  • Did not acknowledge or troubleshoot the 'could not determine location' error reported by the customer at [26:00].
  • Excessive silence and unclear phrasing (e.g., [13:00] 'M. [silence] M. [silence]') disrupted call flow and confused the customer.
  • Did not confirm internet connectivity or WAN status post-setup.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms success: 'Singer on TV, I'm telling you that was easy... thank you so much.' and 'It just had to detect it, I guess. Yes, sir, thank you so much. This is awesome.'
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through identifying Wi-Fi networks, entering passwords, navigating setup wizard, and reconnecting to new network — all key steps for initial router setup.
R3 Met Correct resolution path conf 95%
Agent acknowledged device age ('very old') but proceeded with full setup support, consistent with OOW best-effort standard without dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified symptom (setup screen stuck), asked about lights, SSID visibility, password entry, and guided resolution — logical sequence leading to successful connection.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools needed; issue was appropriately resolved using customer's phone and verbal guidance through UI prompts.
T3 Met No misinformation conf 95%
All technical instructions (Wi-Fi naming, password creation, admin vs. Wi-Fi password distinction) were factually correct and aligned with KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and guided process, but had long silences and unclear transitions; did not frame interaction at start or manage flow smoothly.
C2 Met Confirmed understanding conf 80%
Agent used simple language, confirmed understanding ('you see that one, right?'), adapted to customer’s pace, and avoided technical jargon effectively.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case ticket, stayed with the customer throughout, and did not transfer — demonstrating ownership of the interaction.
O2 Partially Met Proactive follow-through conf 80%
Case ticket was created but no explicit timeline or follow-up action was communicated; however, setup was completed successfully.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history indicated; this appears to be first-time support.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
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 85%
Agent showed patience and stayed courteous, but used minimal empathy language ('Mm-hmm', 'okay') without explicitly acknowledging customer effort or frustration.
X2 Met Tone & rapport conf 80%
Agent matched customer’s pace, repeated instructions when needed, checked comprehension ('you see that one, right?'), and kept engagement through complex steps.
X3 Met Overall experience conf 85%
Agent used information as provided (serial, SSID, password) without unnecessary repetition; guided customer efficiently through setup with minimal extra steps.
Call Transcript28 turns · 32 lines
Speaker 2
welcome to links is 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 dot links is, dot com, Please have your device serial number ready. For assistance, press one now for out of warranty products, paid support may be available depending on your issue. To hear more please have your device's 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.
00:00
Speaker 1
born in I don't see baby boy
04:00
Speaker 2
oh and you were speaking. sorry again. Your name is Jill Carroll. Yes, What's your last name, Carol? all right, tell me how can help you, Carol
09:00
Speaker 1
So I got my Z holder, and I believe my old Linksys, my old Linksys is no longer working, and I have opened my cabinet where my TV is and I had a new Linksys box. I'm thinking, okay. I probably bought it a couple years ago when my old Linksys was acting up and I never needed to put it in place. Well, today I'm putting it in place. However, when I plugged it in and I get a screen that says, let's get started. And it's got a next and a cancel and it wants me to access the wizard, setup wizard again to reset the device to factory settings. I I don't know how to advance that screen. Number one. I don't have a computer. I have my mobile phone and it seems like it's just, I don't, I can't advance the screen.
10:00
Speaker 2
Mm-Hmm. all right.
10:00
Speaker 1
[DOWNWEIGHT] I don't have anything to make it go to necks. does it? I do I I can do that. serial number is F or excuse me three O N as in Nancy one zero M as in Mary two eight A as in Apple 0 9 7 5 3. Thank you. How old is it? How old is it? Well, uh well on the bottom of the screen, it says 2019. I just never used it. I bought it, but I never used it.
11:00
Speaker 2
All right. Do you have the router with you right now? I need the model number. model. model. Let me take a look. Oh, this is a very old router, bud, that one. That you can see if it can still work around seven years old. Seven. Yes. It's okay. Let me see if it's not the hardware issue that made me the compatibility. Are you using the Spectro and oh<pause time="15s" /> what else okay. tell me the color of the light right now.they're unit? is it red? is it green? blue? on top of the router. what is the color of the light? what is the color of the light on the... oh there's no light.
11:00
Speaker 1
There's no light on the router. There's no like on top of it. Okay, let me look at that. No, I don't see a light on it at all. That's what I'm trying to tell you. There I'm there's a green light. Hold on. Hold on. There's a green light. There's a green light underneath the internet cable and a green light underneath the Ethernet cable. Um, see, they were underneath. I couldn't see them. Sorry about that. I did have a uh link list 09753. Is that right or? Should I look for another? Okay.
13:00
Speaker 2
[silence] [silence] M. [silence] M. [silence] M. [silence] M. [silence] M. [silence] That's the back. hv. M. [silence] Is it banking? [silence] All right. Okay. Can you try to check you? [silence] Okay, good. Oh, yeah. Okay, okay. That's good. [silence] That's right. Now. [silence] And can you turn the router upside down? You may see the WiFi name of the router. Tell me what it is. Is it Linksys 13 L? [09:753] Yep, yep, that's okay.
13:00
Speaker 1
Okay, you asked me. I don't know what you asked me. I'm sorry. Can you say it again? Hmm. Here's what I think you said. Can I go to my phone? I don't know where I'm going to go to my phone at on my phone. Okay, I'm with you now. I just couldn't tell. What am I looking for? [Silence]
14:00
Speaker 2
Can you check if we can find this WIFI name on the phone through open the settings on the phone and you see it?
14:00
Speaker 1
symptom. okay. Wi-Fi okay, not connected. I see. yes, I do see that. I have two of them, though. I have linksys09753 and I have zero LMEX 0 0.9753 underscore 50 50 gigahertz. okay? okay. I got okay, I got one. I don't know. you're asking me if it's connected. words. it's in the networks. that's what I can tell you. I'm gonna see if it says if it's connected or not. hold on.
15:00
Speaker 2
And look for the WiFi name Linksys 0. You see that one, right? 09753. Okay, select that one. 5G. Okay. Okay, you can select any, you can choose any. It would work. You're connected to it, right? Yeah. Yeah, go ahead. The password is underneath the router. No problem Linda. [silence]
15:00
Speaker 1
It's hitting incorrect password I'm trying again okay obviously well I put it in is the join button lit up to join it says incorrect password again. So let me see if I've recorded it right D M D eight H N B oh I didn't. You look like a B let me let me try again it's.
17:00
Speaker 2
it works. [silence] Oh, that's good.
17:00
Speaker 1
Sorry or time I should have to get this. Geez that isn't it. A. A. A. Uh yes uh C. S. Carroll Sue Minch M-U-N-C-H 61 at gmail.com. Okay, I'm in a screen now the session of the ses.
18:00
Speaker 2
Yes. Okay. [silence] Carol, if you don't mind, let me create a case ticket for you. What is your email address? Thanks.
18:00
Speaker 1
Captive Wi-Fi. The screen's really tiny. It's brought the licensing agreement. Then it's got the get started page. This is I've read accepted license terms. Then I have the next button. Next. Okay. So when it's asking for the name. No, I don't want to do anything later. I want to be done with this when I'm done with it. So it says Wi-Fi settings. You can personalize it. I don't want to do it. Okay. Let me just make up something real quick and record it. Do I have to have any goofy characters or anything? Okay, let me get this done. Okay, that's that one. And it says two password. I see what's got to be. Eight characters. It takes numbers.
19:00
Speaker 2
Mm-mm. Mm-hmm. You can say your own Wi-Fi or whatever. Whatever Wi-Fi. Mm-mm. No, just ordinary one. Mm-hmm.
20:00
Speaker 1
okay. okay, network name. it went to the two point four gig network name. and now it's asking me for a network name for the five gig network name. do I have to do all these? oh. I I can make the I can make it the same password and the same in the same name? okay. thank you. that was good. thank you very much. okay. let me get that one in.
21:00
Speaker 2
okay you want to yeah because they are two different 4 and the 5G if you name it the same it will show up as one WF you can make it the same so that your out example your phone same password the WF name yeah yes [silence]
21:00
Speaker 1
Okay. we get the next one. Thank you so much for hanging with me. it looks the same. I'll say next. I'll click this little screen. it says create an admin password to access the web-based setting page of your. Okay. Um, does it have, do I have to have so many characters or anything?
22:00
Speaker 2
Mm-hmm. Good. Okay. You need to mem remember this admin password. Only you knows this one. I cannot recover this for you. You have to write it down. This is the one that controls everything. Do not give it to someone else. All right, creating you one. Uh, not necessary. [silence]
22:00
Speaker 1
Okay, does anybody else see this besides me? I don't know how to cover this. Okay, well, hold on just a second. Okay. I got a screen. Here's a summary. Okay, that was good.
23:00
Speaker 2
No. No, that's not. That's why I can not recover if. Right.
23:00
Speaker 1
and save.
24:00
Speaker 2
You will be kicked out from your phone because you were connected to the old Wi-Fi name, let's see if you need to go back to the settings, reconnect to the new Wi-Fi name. That's the that's the thing you need to do. Go. Mhm. You saw your new Wi-Fi name? Did you save it? The one that you're Yeah. Yeah. Okay, cool. Go. Good. Yes, please. It will ask for a password. A password that you created. Not the admin. That the perhaps your wife password not the admin password but the Wi-Fi password hi yes yes yes it's good I'll write copy any doesn't read Any read I'll be here by then
24:00
Speaker 1
Singer on TV, I'm telling you that was easy. Okay, I'm having an issue. It says can't scream. stream show connection air. Could not determine the location of your device over the last several hours. What? Okay. Oh, I got it. It just had to detect it, I guess. Yes, sir, thank you so much. This is awesome. Thank you. You have a great day. Yes? All right. All right. Thank you. You have a great day. Thank you. Bye bye.
26:00