V2 Rubric Detail — b0d88454-7b8e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 12:07
Duration
24m 24s
Contact
No name
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00136500
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.62/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall23.7% (-10.3)

V2 Grader Summary

The agent correctly identified the device as a third-party product but failed to provide logical troubleshooting or clear next steps, resulting in redirection without resolution. Technical accuracy suffered due to nonsensical instructions ('type 1800'), and poor call control created customer frustration despite expressed empathy. The outcome qualifies as partial resolution due to verification efforts but lack of meaningful progress.

V1 Case Analysis

Customer reported a VAST M8x hotspot device with no data connectivity. Agent initially misidentified the device, provided incorrect instructions (typing '1800'), and requested photos via email. Confirmed the device is not Linksys and advised contacting VAST support.

Troubleshooting Steps
  • Requested serial/model numbers (customer provided only MAC and IMEI).
  • Incorrectly instructed customer to type '1800' into a browser to identify the device.
  • Guessed the model as HTC-M14 without evidence.
  • Requested a photo of the device via email to verify brand.
  • Confirmed the device is not a Linksys product and advised contacting the manufacturer.
Key Observations
  • Agent failed to recognize early that 'VAST' is not a Linksys product despite clear branding.
  • Provided factually incorrect troubleshooting step: instructing the customer to type '1800' into a browser (transcript [04:00–05:00]), which has no relevance to Linksys device identification or troubleshooting per the KB.
  • Incorrectly identified the device model as HTC-M14 (transcript [06:00]), which is not a Linksys product and contradicts the KB.
  • Spent excessive time on hold and repeated email attempts, including sending to an incorrect email address initially.
  • Eventually correctly identified the device as non-Linksys and provided appropriate next-step guidance.
Positive Highlights
  • Maintained a polite and apologetic tone throughout the call.
  • Eventually recognized the device was not a Linksys product after reviewing the photo.
  • Provided a clear next step by advising the customer to contact the correct manufacturer.
Agent Errors / Gaps
  • Instructed the customer to type '1800' into a browser to identify the device — this is not a valid Linksys procedure and has no technical basis in the KB (transcript [04:00–05:00]).
  • Incorrectly guessed the device model as HTC-M14 without any supporting evidence (transcript [06:00]), contradicting the KB.
  • Failed to collect or verify the correct email address promptly, leading to multiple failed email attempts.
  • Did not conclude non-supportability earlier despite clear evidence (VAST branding, no Linksys model/serial).
  • Wasted significant time on invalid troubleshooting instead of immediately verifying product compatibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the device was not a Linksys product and redirected the customer to the manufacturer without resolving the data activation issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model/serial numbers and requested a photo to verify the device, but performed no troubleshooting for hotspot data connectivity (e.g., SIM, APN, carrier status).
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device as non-Linksys and advised contacting the manufacturer, which aligns with support boundaries; however, did not offer best-effort guidance despite the device being marketed as 'powered by Linksys Mobile'.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent gave irrelevant instructions ('type 1800' in a browser) and never inquired about SIM card, data plan, APN settings, or carrier activation—missing core diagnostic steps for a hotspot data issue.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent appropriately used email to request a photo for device verification, but failed to leverage diagnostic tools or knowledge base for hotspot configuration, which was necessary given the customer’s stated need.
T3 Not Met No misinformation conf 95%
Agent provided technically nonsensical instructions ('type 1800' and spelling it as 'F-G-H-S-A'), which are not supported by any Linksys KB and are factually incorrect for any known Linksys configuration process.
Communication
C1 Not Met Clear & professional language conf 90%
Long holds (e.g., 10-minute hold), unclear directions, repeated requests for information, and abrupt transitions caused loss of call control and left the customer confused.
C2 Partially Met Confirmed understanding conf 80%
Agent expressed empathy and attempted to confirm understanding, but used unclear phrasing (e.g., spelling '1800' as F-G-H-S-A) and did not adapt explanations when the customer showed confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of resolving the data-activation problem; after verification, they simply redirected the customer to the manufacturer without attempting troubleshooting.
O2 Not Met Proactive follow-through conf 85%
No clear next-step timeline was set; the only action was to redirect to the manufacturer with no concrete resolution path or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the device was confirmed to be a third-party product outside Linksys support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized and acknowledged the customer’s frustration (e.g., 'I totally understand sir and I really do apologize for the inconvenience').
X2 Partially Met Tone & rapport conf 85%
Agent showed empathy but did not adjust communication style when the customer struggled with instructions or exhibited confusion, maintaining a rigid pace.
X3 Not Met Overall experience conf 95%
Customer had to repeat email addresses multiple times, provide alternative emails, and wait for delayed messages, creating avoidable friction and delays.
Call Transcript38 turns · 41 lines
Speaker 1
[silence] yeah good morning. Yes, hi. Uh I'm calling about uh now what the device have seen. I've been trying to activate it. Uh, it's come on and all that but I don't have no data on it. So I'm trying to say how do I get data on the device?
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service your call may be recorded. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? [music] Good [virtual]. I see. Uh just to confirm, you are trying to configure one of our Linksys devices, correct?
00:00
Speaker 1
The the it's more of a hotspot device. I don't know if it has a router. Let me give you the It has a Mac number and IMAI number. Yeah, that's what I'm seeing. the Mac number. And I'm the same guy on the Mac number. Those are the only two numbers I see. Oh. [silence] F/F/T/L.
01:00
Speaker 2
And may I have the serial number of that router? It's a -- I see. Oh yeah. Can you tell me the serial number? Because all of our devices have a serial number Got that one sir. But could you get me the -- serial number, the one that says S or N on the device itself? N, yeah. Because that's the serial number of the device
01:00
Speaker 1
those are the only numbers give me a second. k-k now that i think i see the fc0 ID i don't see nothing uh there's only three things uh FZN Mac uh and uh IMEI. k there's nothing else on the uh the um um uh oh wait model. I uh this is an m8x uh m8x uh device um VAST M8 x but uh I don't see no other numbers i only see a Mac number I see uh IMEI and uh I see um.
02:00
Speaker 2
Bandi. So how about model? Does it show any model day? Uh huh.
02:00
Speaker 1
Yeah, because on the manual, user manual, it said powered by linksys, mobile, it said for assistance, call a number. It said the device is powered by linksys, mobile. All right. Okay. Because an out-of-spot device, let me see. Okay, all right, all right.
03:00
Speaker 2
I see. Oh, however, it's that, sorry, the device that you have is lynx deck, correct? OK, got this one. So, uh huh, hold up. Let me check my resources regarding with this one. Haha, got that one. So, I'm going to put the call on hold for around 10 minutes. Okay? Kindly hold on the line. Thank you. [silence]
03:00
Speaker 1
Yes I do. Okay. I'm sorry Chris that over
04:00
Speaker 2
Hello sir. Thank you for patiently waiting. So, just to verify, do you have a phone or a computer that has an internet connection? Okay great. So on your on that device, kindly open a browser and type this in the like on the Google search. So f for France, g for goat, H-H-for hotel, s for Sam, Afor alpha.
04:00
Speaker 1
1800 1800 enter um oh you see uh yeah okay um um uh uh uh oh is that the device
05:00
Speaker 2
No, no worries. So all that's, I want, is, is, uh, for you to just type in one eight zero zero and press enter. Yep. All right, please, please, please, please, please, please. Um, yes, please. Uh, wait, please just make sure, do you have the, uh, flightless device? This is the, the, the, the, uh, the model of the, uh, of the, uh, uh, uh, uh. I have, the, uh, model, whats model? So if it's correct, is, uh, FHSAX1800. You confirm?
05:00
Speaker 1
it as the model number no I don't see that as the model number so I have to see that on the device as well right okay okay model number I see I see model it just says HP HP HPP-p dash M14 that's what I see on the device
06:00
Speaker 2
<start_of_audio> [ silence ] Yeah, because the model and the serial numbers should be indicated on the device itself. Because we cannot see and like we cannot determine the model. So just to confirm the model number of the device is HTC-M14, correct? All right, thank you so much for that. So let me check here real quick. [ silence ]
06:00
Speaker 1
O. K. This is a support SOS device. The name is vast but it has a MAX, a manual, or a user manual of it. It says the device is powered by links to the mobile for assistance, call a certain number. So that's why I called because all I need is that I'm trying to see if I get data the thing is activated but I don't know how to get data on the device.
07:00
Speaker 2
[ Silence ] [ Silence ] [ Silence ] [ Silence ] hi sir thank you for patiently waiting uh yeah i really do apologize sir but we don't have a model number here that states HTC-M14 um so [ Silence ] could is that possible that that's not or the device that you have is not a linkss device uh vast vast uh uh
07:00
Speaker 1
Listened with their website. I need to go in to get uh more data. You know because I want to use it for internet that's what it's for yeah that's why I really that's why I will need the assistance. Listen. I uh it just says vast but there's no H one but there's vast V SASD. But why does it say on the user manual why does it say powered by Linksys for assistance please call
08:00
Speaker 2
Aha I understand. I totally understand sir and I really do apologize for the inconvenience, however I'm gonna set your expectation that all our hotspot devices are already one of our end of support, so however I just want to make sure that this device is real links this so again on the device you can see vast spelled as V-A-S-T and H1 is that correct? VAS so yeah if that's the case here I'm gonna set your expectation that the device that you have is not linksys but vast so so this is vast is a
08:00
Speaker 1
All right. Screenshot or what? Or what? OK. uh. OK. alright you have an email. OK mine. OK there's a G. OK let me give you G. G-L-A-X-I 15.g.o at gmail.com.
09:00
Speaker 2
I see. Uh can you, can you send me an email for that or can you take a screenshot for that instead and then send an email to me? So that I can verify of the. Actually, not the screenshot but a picture of the device itself so that I can verify if it is a Linksys device or not. Yeah. May I have your email address? Mhm. All right. So just to confirm sir, your email address is G for G. L for L. E for E. X for X.
09:00
Speaker 1
No, no, g, g, that's a G and letter G, galaxy G A L A X I 15, that's Galaxy, that's Galaxy G A L A X I 1, 5, dot G O, gold and orange, yeah. Yep. Now, Jim? Okay, all right. Thanks.
10:00
Speaker 2
is ready for India number 15 begin, and then go for umbrella at gmail.com. So that's correct, right? I see. Yeah. And gmail.com. All right. Thank you so much for that, Sir. So kindly give me one to two minutes, okay? I will be sending you an email and once you received the email, just reply to my email with the photo of the device attached on it. Thank you. Kindly give me one to two minutes. Hi, thank you for- sorry, sorry. Thank you for patiently waiting. So just to verify, I have already sent you an email. So let me know if you have received it.
10:00
Speaker 1
[silence] Not yet. I have not received anything. Yes. I checked my spam. There's nothing. All right. Yeah.
13:00
Speaker 2
I see. can you check on your spam or try to reload. or relieve. or refresh there. I see. all done.
13:00
Speaker 1
O K One sec Still the same Do you want to confirm the email again That's galaxy but it ends with an I galaxy with an I not the Y G L E X I dot dot one five write I G Nothing
14:00
Speaker 2
Hello, sir. I have sent another email, so you should be able to see it by now. [silence] I see. Yeah, your email address according here on our end is galaxy15@gmail.com. So I'm gonna I'm gonna like verify your email. Yes, sir. That's correct, sir. [silence] Wait, is it galaxy? [silence]
14:00
Speaker 1
Yes. Yes, galaxy.dog.eu dot GO.com at gmail.com, Okay, let somebody try this other one. Uh, that's a let me give you a that is G-A-L 019.
15:00
Speaker 2
15 to go or gal 1. 15? I see. Uh-huh. Uh-huh. Yes, I. Yeah, I'm going to the next rotation, the next the one that have been indicated here. So, if that's the case, do you have an other email address that I can send you the an email? Mhm. Mhm.
15:00
Speaker 1
zero two eight at gmail.com okay. yes, yes, that's go uh zero one nine two one nine eight gmail. com. yes okay. all right. th-thank you.
16:00
Speaker 2
Thank you so much for that then, so your alternative email address is goals 101928@gmail.com, correct? All right, thanks so much for confirming. So, kindly hold on. I'll be sending you another email address to this email right?
16:00
Speaker 1
Okay. Okay, yeah, I just receive it now, yes. I see links is technical support, yes. Thank you. (speaking in Mandarin [dialect unclear]) just send. I just aim the screenshot device. Yes. Okay, okay.
17:00
Speaker 2
Hello, sir. How's it going there? Hello, sir. you just sent it? All right. Thank you so much for that then. So finally give me one to two minutes to check if I got it. Thank you.
20:00
Speaker 1
[silence] Okay, right. Uh, do you have a number for that? Sorry? Oh, yes, yes, yes. I am. Yes. Yes. I'm calling from New York.
22:00
Speaker 2
See the email and also I have seen the photos that you have sent. So I'm gonna set your expectation, sir, that your device is not links. but vast. So for this one, sir, you're calling for a third-party device. So I would recommend calling the the correct manufacturer for this one, since we are not technically trained for this unit. Uh, let me check. So just to verify, are you calling us from the U.S.? Are you calling us from the United States? Uh huh. Hold on, let me check here real quick.
22:00
Speaker 1
[silence] Oh, OK. [silence] Okay, where's that go? [silence] five, five and nine.
23:00
Speaker 2
Hi, sir, thank you for patiently waiting. So I, you might try to call him. 559, 537,
23:00
Speaker 1
5 3 0 8 3 1 7. Okay. Thank you. I appreciate your assistance. Have a good day. Thank you.
24:00
Speaker 2
8317.The all right so all right so Again, sir, I do apologize for the inconvenience and thank you so much again For calling links you're have a great day.You're most welcome Bye for now.
24:00