V2 Rubric Detail — a5cf4a46-75b4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 01:23
Duration
16m 52s
Contact
Jose Homefry
Issue Type
Printer/Device Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135590
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6500_Single devices unable to connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall17.9% (-38.1)

V2 Grader Summary

The agent failed to provide technically accurate information, making an unsupported claim about thermostat compatibility and falsely stating that technical support was no longer provided. The agent abandoned troubleshooting and disclaimed responsibility, resulting in an ownership gap where the customer was left without a resolution despite some basic diagnostic steps being attempted.

V1 Case Analysis

Customer unable to connect Honeywell Wi-Fi thermostat to Linksys router; other devices connect fine. Agent collected serial/model, advised power-cycle router and check device list via http://192.168.1.1 or http://myrouter.local, recommended thermostat factory reset (declined), and promised to email KB article. Issue unresolved.

Troubleshooting Steps
  • Collected router serial and model number
  • Advised power-cycle router (unplug 10 seconds, plug back in)
  • Suggested checking the router’s connected-device list via local web interface
  • Recommended resetting thermostat to factory settings (customer declined)
Key Observations
  • Customer’s Wi-Fi was functional for other devices, indicating the router likely was not at fault.
  • Agent did not verify thermostat-specific settings (SSID band, password, DHCP reservation) or test the thermostat on another network.
  • Agent promised to email a support article but did not confirm the email was actually sent before ending the call.
  • Agent incorrectly claimed the thermostat was not in a 'carrier compatibility listing' — this is not a valid Linksys support concept and misrepresents the issue.
  • Agent displayed poor call control, allowing customer to dominate the conversation and failing to redirect focus to the router issue.
Positive Highlights
  • Collected router serial and model numbers accurately.
  • Provided correct basic router power-cycle instructions.
  • Correctly identified that other devices were connecting to Wi-Fi, isolating the issue to the thermostat.
Agent Errors / Gaps
  • Did not perform targeted thermostat connectivity troubleshooting (e.g., confirm 2.4 GHz SSID, password, DHCP reservation).
  • No confirmation that the promised email was actually sent.
  • No clear escalation or follow-up plan beyond a generic article.
  • Incorrectly claimed the thermostat was not in a 'carrier compatibility listing' — this is not a valid Linksys support concept and contradicts the KB.
  • Failed to maintain call control; allowed customer to shift focus to landline phone issue without redirecting.
  • Did not verify customer could access the router web interface or knew the admin password before suggesting login steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call by offering only an emailed article and stating 'we no longer provide technical support here on', leaving the thermostat unconnected and no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent verified internet access via smartphone, asked for model/serial, and suggested power-cycling the router, but did not guide customer to check device list, DHCP reservations, or router logs — key steps for device connectivity issues.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly claimed the thermostat is not on a compatibility list and stated 'we no longer provide technical support,' which is not supported by KB; for an OOW device, best-effort troubleshooting (e.g., checking connected devices, firmware, SSID) should have continued.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (thermostat offline, landline down) and confirmed Wi-Fi internet access, but failed to ask about thermostat setup history, error codes, or current network settings that would narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or guide customer to router admin interface (e.g., http://192.168.1.1 or myrouter.local) to check connected devices or logs, despite this being a device-specific connectivity issue where such tools are necessary.
T3 Not Met No misinformation conf 95%
Agent stated 'the thermostat is not contained in the listing at or shiff and dep carrier compatibility' — this claim is unsupported by the provided KB. Additionally, the claim 'we no longer provide technical support here on' contradicts the OOW best-effort standard in the rubric.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to set agenda, used excessive filler ('mm-hmm', 'okay'), allowed long silences, and lost control of flow; no clear transitions or call framing occurred.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but introduced confusing jargon ('carrier compatibility') without explanation and did not confirm understanding or adapt to customer’s evident confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility with 'we no longer provide technical support' and handed off to an article instead of guiding through actionable steps, violating ownership principle.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to email an article but gave no timeline or confirmation of delivery; no callback or disconnect commitment was made or tracked.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue involved third-party device (Honeywell thermostat) and OOW router, not a hardware fault or legal/complaint trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, repeated contacts with Presidio and ISP, or effort fatigue; no empathetic statements were made.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, unresponsive tone despite customer’s stress and confusion; did not adjust pace or check comprehension during complex moments.
X3 Not Met Overall experience conf 90%
Customer struggled to read tiny serial number, repeated info, and was sent an article instead of receiving guided help — increasing effort rather than reducing it.
Call Transcript29 turns · 30 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 select from the following options: [silence] For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's 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. To hear these options again, [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] I'm not sure I am having problems connecting to my, oh, who it seems, my my phone is offline, uh, my landline, um, I'm having problems with reconnecting my Wi-Fi, my Honeywell Wi-Fi thermostat and I just got off the phone with Presidio and I also got off the phone with my, um, uh, uh, Internet provider and he thought maybe because it's on Aries um flashing lights and the link this is also connected. So, I don't know, you know, um, I don't know if you'd be able to help me.
01:00
Speaker 2
Hi, thank you for calling. My name is Raquel and how may I assist you today? [silence] Okay.
01:00
Speaker 1
the router is, that's Linksys, I think, the router. Uh, well it is Northside Cable in Iron Mountain but they subcontract with somebody else, I just got off the phone with him and I don't know who they are. And whatever happened, now my landline phone which is uh, you know, it's connected to my uh uh, you know, it's a digital line and it's not working now. But my Wi-Fi is on, so I don't understand why, I guess I'll have to call him back. But yeah, the Linksys, um, I have the wireless network number and all of that. So, I don't know, but it's not anything that's in uh, you know, on warranty or anything like that. So, yeah, that's that's
02:00
Speaker 2
Sorry, thank you for the- the details. Okay, and may I know who's your internet service provider? [silence]
02:00
Speaker 1
Are you able to help? [silence] Hello. [silence] I don't think so. I just got my laptop back. I don't think I have an ethernet cable. It's Wi-Fi connected of my phone. Uh-huh. I do have Wi-Fi right now. Because I'm looking at my phone. I do have my Wi-Fi service is working. You want the?
03:00
Speaker 2
We may need to further diagnose. Hello. Yes, Kaitlyn, I can hear you fine. Uh, it may seem like we can diagnose further OR have some settings on your router. And also, they have a computer that can connect using an ethernet cable. That can connect. We're wired. I see. I see. Kaitlyn, I see. I think it's the best. Oh, okay. Okay. Okay. Cause the best route is to check further the modem since no wi-fi or You have your wireless signal, but no internet, but may have the serial number of your Linksys router.
03:00
Speaker 1
The the what what number for the serial number? Would that be on the back of it? Let me see. Is that from? Oh, yeah. Yeah, that is it. Oh, my gosh. It's so tiny. I have to get a a flashlight and a Okay, that is ff/n, okay, 12, n as in Nancy. 20607307049. Well, the front says Lanxess. [laughter]
04:00
Speaker 2
(serial number) serial number. At the bottom of the router, there is a sticker and it's labeled with S/N is. Okay. You may also take a picture of it. Mhm. Mhm. Alright, thank you. And the model number showing at the bottom, are you seeing a model number that came with letters followed by numbers?
04:00
Speaker 1
865 00. Is that it? Okay. Yes. First time ever. And in fact, I got to call my internet guy again because now my phone isn't working. Yeah. H-U-M-P-H-R-E-Y. 9062822836. J-O-M-A-M-O. Sorry,
05:00
Speaker 2
All right, that's it. That's the model. Uh-huh, that's correct. And is this your first time calling Lexis? All right, okay. Allow me to... Uh-huh. Understood. And allow me to create a record here. May I have your first name and last name? All right, thank you, Josie. And may I have also your phone number in case you get disconnected. I'll be able to call you back. All right, thank you. And may I have also your email address?
05:00
Speaker 1
Oh, zero 1. And I have to find out why my phone is not working. My my landline that I just got off the phone with them, it went dead while I was talking to them. Okay, so what do you need? What else? I'm sorry. [silence] Oh yeah, my phone is is showing that I have Wi-Fi right now. The my cell phone that I'm speaking with you on and I can also go to the kitchen to my uh um yeah, it shows Humphrey House connected. I can also go to my um I I have a laptop. Then
06:00
Speaker 2
All right. Thank you. Then, uh huh. Okay. While my system is checking the warranty of your linksys router, let me continue to ask questions to validate the status of your router. When you go to your phone like a smartphone, and when you connect to your linksys, it there an internet? Like is it showing connected with internet? Uh huh.
06:00
Speaker 1
That's in the kitchen that is also connected. I can check that. Okay. Well, I just did that on my phone because the I was trying to with the um Carson from uh from the Wi-Fi company because he was trying to oh I wanted to find out what my IP address is you know, for uh yeah. So let me go on YouTube or anything. I should be able to you know, do something. Uh youtube.com. Okay. [silence] Logged on using uh Chromecast. Okay. [silence]
07:00
Speaker 2
Mm-hmm. Yes, please check, if make sure it's connected to your linksys, wifii then, try to open any websites, like umm, google websites, check if you it went if it will go through with the internet. Mm-hmm. Okay. Uh-huh. Okay. [silence] And, are you able to open, youtube.com?
07:00
Speaker 1
and the sign in, WMC- Y-T-S-Y-T-S so that the Interval, I don't know why it's asking me to sign in to my linksys Wi-Fi. I didn't, uh, I wonder if that's what the problem was, why my, why it would not connect my Wi-Fi thermostat. That's why the guy told me, Honeywell's procedure told me it was a problem with my, uh, Wi-Fi. Actually, I couldn't play Pandora, 'cause that's what I had on earlier. Uh, you know. Oh yeah, I see YouTube. Yep, yep, and I can see, yep. What's the last word? There's marketplace, so that means that I can
09:00
Speaker 2
We're not going in, but try YouTube instead and play some video instead of YouTube check if it went through.
09:00
Speaker 1
you can see [silence] I don't know if you can hear that I'm listening to the last one with Lauren [silence] it was yesterday's news [silence] [silence] so so definitely so my Wi-Fi is on uh-huh okay I'll turn it down now so yeah so my Wi-Fi is on uh huh [silence] No, see that's the problem I uh okay let me go to uh TCC, which is uh the connect comfort um app for uh for for my thermostat. That's where I got a message [silence] that it lost contact,
10:00
Speaker 2
Okay, that's correct. Okay. And is your. I I I actually hear it. That's correct. And. And. That's correct. Then is this your first time to connect your thermostat to your Wi-Fi?
10:00
Speaker 1
uh, with my wife with my Wi-Fi because, you know, I mean, what's the purpose of having a Wi-Fi thermostat if it doesn't work when you're gone? Uh, like right now, it shows that it's trying to connect. Uh, let me see, I'll close it. Okay, so when I go it shows me my temperature, it's 74, it's 79 outside. Uh, oh my gosh, hi, you made it 76, but it's not, it says it's off because it is not connecting to my, uh, Yeah, it's not connected. Mm. It used to work fine, yes, it used to work fine.
11:00
Speaker 2
Mm-Hmm. yes, that's right. Mm-Hmm. And it used to work fine before, right? This thermostat. Okay. Got it. Thank you. And by the way, uh, with your linksys routers model number, uh, I regret to inform you, uh, Josie, with this, the system at which it pertains that the thermostat is not contained in the listing at or shiff and dep carrier compatibility. That's a pity, isn't it?
11:00
Speaker 1
Because it's oh wow because it's old. [silence] Yeah. [silence] It does that. [silence] Okay, let's see uh Honeywell communication alert. [silence] alert. It's 15 PM. Yeah, this is a um this is a communication alert from Honeywell that uh my thermostat is not communicating with my total connect comfort. Oh wow. Yeah, I did. I've been through all of that. They told me it was that's why I ended up, I called my internet guy because they told me that it was my um that it's probably my my Wi-Fi or my router. So, you know, we have like everybody keeps pushing it on somebody else that's the problem. You see what I mean? Now. Now.
12:00
Speaker 2
Mm hmm. Mm hmm. Ah see see May contact thermostat. What could be the cause of that error? Mm-hm. I see. I see. Mm-hmm. I got it. Understood. Yes that's correct. Um how about try resetting the thermostat to factory settings you may ask assistant from them how to reset it back to factory settings and then retry setting it up, connect back to.
13:00
Speaker 1
Oh, no, no, no, nope, nope, that's not it. Because, I've already taken off the wall, followed all directions. So what you're saying, uh, but before, I-I need to make a call to the guy because he, uh, while I was talking to him, my phone went off, and I'm paying for Wi-Fi and, and telephone and it quit working. Um, so, so most likely it is the, it's the, it's disconnecting and connecting the, uh, Wi-Fi, I mean not Wi-Fi, the modem or whatever, all that stuff is what I need to do. It sounds like that's really what I need to do. Yeah. Yep. Because, um, and, and I don't know, does it matter what order? Just take, I know you have to wait so many seconds or whatever before, we connecting, right?
14:00
Speaker 2
mmm then turning it on and off mm-hmm all right mm-hmm OK for the router just uh one
14:00
Speaker 1
You know. Oh. Okay. Okay. All right, I'll try that. Okay, so I guess that's it. You can't help me there. Okay. Oh, you want me to try that right now? What is connected to my Lexus, right? Yes.
15:00
Speaker 2
Give it 10 seconds, like unplug it from the power, give it 10 seconds and turn it back on. Okay, how about this one, Josef, as well? I will provide you an article guide instead how you can log in to your router settings using local access. Then once you are able to log in, try to change channel instead or check if the thermostat is really connected in your router's network by going to the devices list. No worries, I'll provide you the step-by-step instruction how to to check and where to check. What are the devices connected to your links Wi-Fi? Unfortunately, since we no longer provide technical support here on
15:00
Speaker 1
Oh, okay. Uh, are you going to? Oh, are you going to email it to me or you want to give me the website? What which one are you trying to give me? Oh, okay, and that is the Jomamo01@yahoo.com. You'll email it to me. Right? Okay. All right. Yep. Thank you. Okay. Well, thank you much. Okay. Thank you. Bye. Thank you. You too. Bye. Bye. [silence]
16:00
Speaker 2
Over the phone for your resident's model number. I'll provide you instead a article guide where you can where you can follow how to login into your router settings. I will email it to you. Yeah, that's correct. Yes, correct. All right. You're most welcome. It's once again Raquel. My pleasure. Have a wonderful night. Thank you for calling limes. Bye bye.
16:00