V2 Rubric Detail — b4aa7604-7405-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:58
Duration
22m 6s
Contact
Alexis Hemphill
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135245
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory
Ticket subject: Wireless Connection Issue

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent recited a generic bridge‑mode setup script without engaging the customer, asking diagnostic questions, or providing a tailored solution. No troubleshooting, ownership, or empathy was demonstrated, resulting in an unresolved call. Technical guidance was materially incorrect, referencing a deprecated app and a non‑existent 'group note' connection type.

V1 Case Analysis

Agent recited a pre-recorded video script for Bridge Mode setup with incorrect UI instructions; no live troubleshooting performed; issue remains unresolved.

Troubleshooting Steps
  • Recited pre-recorded script for Bridge Mode setup via Linksys Smart Wi-Fi app (incorrect access method).
  • Instructed to navigate to Advanced Settings → Internet Settings (partially correct).
  • Directed to enable Bridge Mode without topology verification (contradicts KB).
Key Observations
  • Agent recited a pre-recorded video script instead of providing live troubleshooting.
  • Script contained non-existent UI elements ('select group note', 'link sysfiar').
  • Incorrect access method (Linksys Smart Wi-Fi app vs. web UI per KB).
  • No verification of customer's topology or ISP setup before enabling Bridge Mode.
  • No device model, serial number, or warranty status collected.
  • Call ended without resolution confirmation or next steps.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided pre-recorded script instead of live troubleshooting.
  • Instructed incorrect access method (Linksys Smart Wi-Fi app vs. web UI per KB).
  • Referenced non-existent UI elements ('select group note', 'link sysfiar').
  • Recommended Bridge Mode without verifying ISP compatibility or topology (KB warns this may break connectivity).
  • Failed to collect product model, serial number, or warranty information.
  • Did not confirm whether the issue was resolved or provide a follow-up plan.
  • Technical advice contradicted KB documentation for Bridge Mode setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only read a generic bridge‑mode script and never resolved the customer's problem.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps were taken; the agent did not ask any questions or gather information.
R3 Not Met Correct resolution path conf 90%
The agent did not determine the appropriate resolution path for the customer's situation; they just recited a script.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
There was no identification of symptoms, no relevant questions, and no logical diagnostic process.
T2 Not Applicable Appropriate tools / resources used conf 60%
No tools (remote session, logs, etc.) were used or could be evaluated from the transcript.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect instructions: referenced 'Linksys Smart Wi-Fi app' (deprecated) and told the user to select 'group note' as the connection type, which is not a valid option in the KB (KB lists 'Bridge Mode' under Internet Settings).
Communication
C1 Not Met Clear & professional language conf 90%
The agent never framed the call, set expectations, or guided the conversation; they just read a script.
C2 Not Met Confirmed understanding conf 85%
Communication was not adapted to the confused customer; the agent used a scripted, technical monologue.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
The agent did not take ownership, did not ask for serial number, and did not follow through on any commitment.
O2 Not Met Proactive follow-through conf 85%
No specific next steps or timeline were set for the customer's issue; only generic bridge‑mode instructions were given.
O3 Not Applicable Closure confirmation conf 60%
This was the first contact and no hand‑off or prior history was involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted given the lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
The agent showed no empathy or acknowledgement of the customer's frustration; the tone was purely instructional.
X2 Not Met Tone & rapport conf 85%
The agent did not adjust tone, pace, or style to match the confused, repetitive customer.
X3 Not Met Overall experience conf 90%
The customer was forced to listen to a long, irrelevant script, increasing effort rather than reducing it.
Call Transcript3 turns · 8 lines
Speaker 1
I don't know.
00:00
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 one now. for out of warranty products paid support may be available depending on your issue. to hear more about your service options press two. Please have your devices 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
Oh, you're up now. What are you doing? You should internet working. sis. what are you doing? always. Susan. I can't turn. it's going to work out. you know. what are you doing? always. [silence] [silence] Welcome. In this video, we will guide you through configuring your router. First, you need to install your router by following the standard so in the description section of this video setup. After that, you can switch to bridge mode. Followed instructions on how to set up your router. Once it is set up, only then can you switch to bridge mode. Now, I will show you the bridge mode steps using the Linksys Wi-Fi app. First, log into the Linksys Smart Wi-Fi app. If you have a cloud account, login using your cloud credentials. If you don't have a cloud account, simply use the router password to log in. Next, [silence] on the menu icon on the upper left corner of the screen. Now, tap on advanced settings and then select internet settings. the internet settings window will be displayed. Click on connection type. Now, under the connection type window, select group note. Then we'll be back on the internet settings window. click on the save button. Lastly, you will see the screen displaying what happens when you enable bridge mode. When you're ready, tap enable bridge mode. Just a few reminders. While saving your settings, your devices may disconnect temporarily until the changes have been applied. After the current node has been switched to bridge mode, it must always be connected to your pre-existing modem router or gateway using an ethernet cable. The primary nodes, on the other hand, may be connected either via Wi-Fi or an ethernet cable. it's setup process. The link in the description is set up. Only then can you switch to bridge mode. Steps using the link, sysfiar. First, log into the Linksys smart WiFi app. If you have a cloud account, log in using your cloud credentials. If you don't have a cloud account, simply use the router password to log in. Next, tap on the menu icon on the upper left corner of the screen. Now, tap on advanced settings and then select internet settings. Internet settings, settings and then... Now, tap... on advanced settings and then select internet settings. The internet said
05:00