V2 Rubric Detail — ab1c8fd8-7bc5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:40
Duration
7m 12s
Contact
+447939557894
Issue Type
Feature Question
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp0.71/5
Overall31.6% (-24.4)

V2 Grader Summary

The agent partially identified compatible boosters (SPNM60/62) but provided technically inaccurate information by listing full routers (LN1400, MBE7000) as boosters and failed to guide the customer through purchase steps, resulting in an ownership gap. Despite some diagnostic effort, the lack of tool use, incomplete troubleshooting, and failure to reduce customer effort left the issue unresolved.

V1 Case Analysis

Customer with SPNM60 router asked for compatible booster; agent incorrectly recommended incompatible models (LN1400, MBE7000) and gave no pricing or clear guidance.

Troubleshooting Steps
  • Asked for current router model
  • Provided generic product suggestions
Key Observations
  • Agent gave confusing, unrelated model suggestions (LN1400, MBE7000) that are not compatible with the SPNM60/62 mesh system.
  • No clear recommendation, pricing, or verification of compatibility was provided.
  • Agent did not collect serial number, warranty status, or confirm the customer's location beyond a brief question.
Positive Highlights
  • Agent asked the customer for the router model number at the start of the call.
Agent Errors / Gaps
  • Provided inaccurate compatibility information by mentioning unrelated models.
  • Failed to give a concrete booster recommendation or price, leaving the customer without a solution.
  • Communication was vague and lacked structure; the agent jumped between unrelated products.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified compatible boosters (SPNM60/SPNM62) but did not confirm pairing steps, provide purchase guidance, or resolve the customer’s uncertainty about compatibility and pricing.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for the router model (SPNM60) and confirmed compatibility but skipped logical troubleshooting steps (e.g., current node count, placement, pairing status) and relied on memory rather than systematic investigation.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified SPNM60/SPNM62 as compatible boosters but inappropriately listed LN1400 and MBE7000 (full routers) as suitable options, creating confusion about product suitability and path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for the model number (SPNM60) but did not probe symptoms, current setup, or constraints (e.g., coverage gaps, existing topology), limiting diagnostic depth.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, KB references, or compatibility matrices were used; agent relied on memory and provided inconsistent product information (e.g., listing LN1400/MBE7000 as boosters).
T3 Not Met No misinformation conf 95%
Agent incorrectly categorized LN1400 and MBE7000 as compatible boosters (they are full routers) and falsely claimed Linksys no longer sells routers, contradicting KB and public availability.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked framing (no clear expectations set), included unexplained silences, and ended abruptly without summarizing next steps; agent did not maintain control or guide the interaction toward resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and repeated model numbers but failed to confirm understanding of purchasing options or address customer confusion about compatibility and pricing.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent remained on the call and provided a recommendation but did not take ownership of directing the customer to verified purchase channels or validating compatibility details.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow-up were provided; customer was left to independently search for pricing, purchase options, and compatibility verification.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction with no prior case history or handoff context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted for a product compatibility inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so effectiveness cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of the customer’s confusion or effort; tone remained transactional and neutral despite repeated clarification attempts.
X2 Partially Met Tone & rapport conf 80%
Agent responded to the customer’s pace but missed opportunities to adapt communication (e.g., did not confirm understanding of complex purchasing options or adjust tone during moments of confusion).
X3 Not Met Overall experience conf 95%
Customer was forced to repeat intent and independently locate pricing, purchase channels, and compatibility details; agent increased effort by not providing direct links or guidance.
Call Transcript14 turns · 15 lines
Speaker 1
Hello I hope you can I've got a very vague question for you I have recently subscribed to uh community fiber who have installed um uis system uh for the nature of the uh broadband I'm told that for changes that are necessary that I need extra boosters can I can you suggest a booster
00:00
Speaker 2
Welcome to Linxesse Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linxesse, this is coach may. How can I help you?
00:00
Speaker 1
that would be satisfactory and uh able to join this particular system I've got at the moment. That's fine. It's uh S for sugar, P for Peter, M for Nelly, M for Mary, six zero. That is the model that has been supplied by um Community Fiber. Cut a long story short. I I uh subscribed to uh a premium package and then changed my mind because I couldn't see the uh the difference. Uh on the premium package, one extra booster was provided. Uh but now I've got to return that and I just want to
01:00
Speaker 2
Ashu, I'm working here for seven years. I can surely recommend you the best one. So what's the model number of the current links that you have?
01:00
Speaker 1
Get two more that are going to be compatible with the system that I've already got. Is that have I explained myself reasonably well. Are there restrictions on being able to join that network using the boosters that I buy from you? OK. So which booster would you recommend for that particular service? I've got a router and a booster. That is the number of the booster that I think I've quoted. If I were to get another two, can you tell me which one I should get? This is the SBN-M 60. How much would those be if I were to produce a purchase two?
02:00
Speaker 2
If you can maintain its features, I mean if you're looking for an extender, any of our... There will be none. [silence] I can tell you right now the model numbers, but when comes to price, it depends, because things were not set in stone.
03:00
Speaker 1
Okay. 6-2. And those would be compatible? Those would be compatible with a system I already got, would they? And how would I get the price if I wish to order two of these? Yes, I am,
04:00
Speaker 2
selling it anymore. It's all in our resellers. So the prices varies, especially from the country where you're calling from. So I'm not really sure how much it cost from your country. And for the model number, you can take note this one. It can be the same model number, SP and M 60 or you can look for SP or SPN M 62. Mm-hmm. Aside from that, the other...ah, yes. It's compatible. Yes, it is. It will truly work. Are you calling from United Kingdom?
04:00
Speaker 1
I do. Okay. Okay. Okay. L M L and 1,400. Okay. M B E 7000. That's quite a collection, isn't it? Okay.
05:00
Speaker 2
Do you have online um stores? Like Okay, so you can access that online store and search for the model number so that you will see the price. Aside from that, you can take note of this model number too. It's gonna be uh the uh LN 1400 R LN 1100. It could be also the uh MBE 7000. Yeah. So those are exactly but
05:00
Speaker 1
[KEEP_UNCERTAIN] Sorry to interrupt you, but those are all compatible with the system. I've got Arlee. Okay. Okay. Fair enough. I will certainly try that. Uh, and the, uh, online store for Leski, Lynx is, is, is what I've got Lynx is, um, but I can't There is Amazon, yes, but I was hoping to buy them directly from Lynx is, but I don't think I can do that. Are you saying, is that correct? [silence]
06:00
Speaker 2
yeah it's compatible but the one more suitable or the one that I can highly recommend is the same model number SPNM60 or the SPNM62. We have Walmart, Amazon, Walmart, Amazon, but I'm not sure if in your place there's Amazon there. [silence] Yes, we don't sell routers anymore. Unlike before, we can ship
06:00
Speaker 1
Okay, fair enough. I'll try that. Thank you for your help. Bye-bye. Bye-bye.
07:00
Speaker 2
throughout there. But Okay. Thank you so much for calling. You take care. Bye bye. Bye bye.
07:00