V2 Rubric Detail — b784b194-7add-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:00
Duration
7m 53s
Contact
No Name
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#GI00136353
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to enable guess network

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical3.75/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall41.7% (-16.3)

V2 Grader Summary

Agent correctly identified the device as Xfinity-provided and appropriately directed customer to ISP (R3, T3 Met), but conducted no meaningful troubleshooting (R1, R2 Not Met), failed to use tools/KB to check for possible Linksys-based Xfinity router (T2 Not Met), and demonstrated poor customer experience through lack of empathy, poor adaptation, and high effort burden (X1-X3 Not Met). Issue remains unresolved with no ownership or follow-through.

V1 Case Analysis

Customer requested guest Wi‑Fi setup; unable to identify router model/serial; determined device is Xfinity‑provided; advised to contact Comcast for guest network configuration.

Troubleshooting Steps
  • Requested router model number.
  • Requested router serial number.
  • Attempted to locate label information on the device.
  • Identified the device as likely an Xfinity‑provided router.
Key Observations
  • Agent was unable to obtain the correct router model/serial information.
  • Agent did not provide any generic guest‑network configuration guidance.
  • Call contained multiple silences and repeated requests, leading to inefficient handling.
Positive Highlights
  • Agent remained polite and professional throughout the call.
  • Agent correctly identified that ISP‑provided hardware may be outside Linksys support scope.
Agent Errors / Gaps
  • Failed to verify the exact router model before concluding it was unsupported.
  • Did not offer standard guest‑network setup steps that could apply to many routers.
  • Poor call control with repeated requests and long silences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent provided no troubleshooting, self-help, or workaround for guest Wi-Fi setup; only redirected customer to Comcast.
R2 Not Met Diagnostic thoroughness conf 98%
Agent asked only for model/serial and then ended troubleshooting; no diagnostic steps attempted for guest network configuration.
R3 Met Correct resolution path conf 97%
Agent correctly identified device as Xfinity-provided router and appropriately directed customer to ISP for support, per policy for non-Linksys hardware.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent asked for model and serial number to identify hardware before concluding, showing logical symptom identification and device verification.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use internal tools or KB to verify if Xfinity router was a rebranded Linksys model capable of guest Wi-Fi, despite customer confusion and opportunity for best-effort guidance.
T3 Met No misinformation conf 97%
Agent's statement that Linksys only supports Linksys-branded devices and that Comcast router must be supported by Comcast is factually correct per KB scope.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted and asked for info but did not set clear expectations or summarize next steps beyond redirecting to ISP; weak call control during confusion.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not adapt to customer confusion about SSID vs. serial number or clarify router vs. modem terminology.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent transferred responsibility to ISP appropriately but made no ownership attempt via best-effort troubleshooting or resource sharing for possible Linksys-based Xfinity device.
O2 Partially Met Proactive follow-through conf 89%
Agent gave next step ('contact Comcast') but provided no timeline, follow-up, or alternative if ISP support failed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — device is not Linksys product, so ISP referral is correct handling, not escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; execution not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer frustration; tone remained procedural and dismissive of effort to find solution.
X2 Not Met Tone & rapport conf 93%
Agent maintained flat, scripted style despite customer confusion; did not adjust tone, pace, or approach to repeated misunderstandings.
X3 Not Met Overall experience conf 94%
Customer forced to repeat serial/model info multiple times; agent performed no actions to reduce effort (e.g., no KB lookup, no guidance offered).
Call Transcript14 turns · 15 lines
Speaker 1
Good morning. I'm trying to try and find out if I can set up a guest wireless for my home? Now, I want to set it up. I don't have one. And, and, you know, if I have company here, they want to use my Wi-Fi, I don't want to give them my actual Wi-Fi. Can I set up a guest Wi-Fi? [silence]
00:00
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. 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.lynx.com for more information about your product.
00:00
Speaker 1
We. are. yeah, the model number is 9, B is in David, 7, B is in boy. The serial number is 10A as in Apple, 793199, B as in David, 7, B as in boy. Yes, yeah, it's uh Gateway Wallace model. Yes. I didn't understand you.
01:00
Speaker 2
Ah, yes, you can set it up. Can you provide the model number and the serial number of your Linksys router? Let me check. All right. That means check here. And this is a Linksys router. Your router, sir, is a Linksys device, correct? Um, yes. The
01:00
Speaker 1
Uh, yeah, I think I said hold on then. Let me want to check on the bottom of it. All right, hold on now. Uh, The only thing I can see on here is, uh, it's got the, uh, network name, the SSID number. Is that what you're talking about?
02:00
Speaker 2
front of your our router is a Linksys router. yes. it should be under the router sir. it's printed on the label. [silence] the SN sir can you see their SN.
02:00
Speaker 1
No, I don't see that. I see the, yeah, the network name and and a password for the network name, that's that's about it. And and there's no other labels or anything on it. All right, okay.
03:00
Speaker 2
is it what you pull up any record? Here is Sarah, with regards, the serial number that you provided to me, can we double, check Sarah, the serial number? Good sir, did you find the cereal number?
03:00
Speaker 1
serial number for the for the modem. Okay, uh, it's uh, X F S E T U P dash 9 D 7 B. That's the network name for the for the for the modem.
05:00
Speaker 2
No, sir, the serial number of the router or the Linksys router, not the modem. [silence] All right, so you can't find the model number and the serial number. And can we, [silence]
05:00
Speaker 1
it's not a lynx it's it's i i guess it's modem and 2024 they changed it out and it's Xfinity it's on the top and on the bottom. Go ahead. Okay. Now, this is an Xfinity uh uh router. But I I got it from from Comcast.
06:00
Speaker 2
also so double check if it this alinksys uh device or a linksys router uh alright al if it's alright, so, sir, if it's from Xfinity, sir, we cannot provide you a troubleshooting steps with the access. You need to contact directly to agency, sir. Because we only troubleshoot links his rather. um yeah, so you need to contact directly to ComCaster. so that they can walk you through on how to enable your guest access.
06:00
Speaker 1
I Hear comcast number. Okay, hold on. Okay, I've got comcast here. I'll try them all right. Thank you.
07:00
Speaker 2
[silence] All right. So yes, your contact, the task. Thank you. You're welcome, sir. Have a good one. Bye for now.
07:00