V2 Rubric Detail — bbdf3b48-6353-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:04
Duration
12m 18s
Contact
Adam Theis
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00132609
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: App issues
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all troubleshooting, escalation, and ownership, directing the customer to call back later with no interim support.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent collected basic contact information but performed no troubleshooting, provided no technical guidance, and failed to escalate or take ownership. The interaction ended with a vague suggestion to call back later, resulting in zero progress and increased customer effort. This constitutes clear avoidance of support responsibilities.

V1 Case Analysis

App shows zero nodes; no troubleshooting performed; agent advised customer to call back later without scheduling follow-up or providing self-help steps.

Troubleshooting Steps
  • Collected customer name, email, and phone number
  • Asked if password reset on web interface had been attempted
Key Observations
  • Agent did not verify router model or serial number, which is required for mesh troubleshooting.
  • No standard LinksysNOW app troubleshooting steps were offered (e.g., recovery key, local admin login).
  • Agent only offered a vague callback suggestion without scheduling, escalation, or self-help resources.
Positive Highlights
  • Agent collected customer name, email, and phone number accurately [09:00].
  • Agent acknowledged customer's effort in trying basic troubleshooting steps like reinstalling the app and rebooting [08:00].
Agent Errors / Gaps
  • Failed to follow protocol by not collecting product model, serial number, or warranty status despite troubleshooting being necessary [08:00–12:00].
  • Provided no technical troubleshooting steps despite customer having already tried app reinstall, reboot, and login/logout [08:00].
  • Did not offer any self-help path, KB article, or email with instructions after customer expressed frustration and need to leave [11:00].
  • Failed to create or cite a HappyFox case despite collecting customer information [09:00].
  • Abandoned support path by advising only to 'call back later' without setting expectation, callback option, or escalation [11:00–12:00].
  • Did not confirm whether customer could access local web UI (myrouter.info or 192.168.1.1), a critical step for password recovery [11:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered no resolution path and told the customer to call back later without attempting any troubleshooting or account verification.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken; agent only collected personal information and did not attempt to troubleshoot the app or account issue.
R3 Not Met Correct resolution path conf 97%
Agent chose to defer help rather than pursue best-effort troubleshooting (e.g., guiding login via web portal or checking account status).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify root cause or ask relevant diagnostic questions about the app error, device sync, or account login status.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., cloud account lookup, admin dashboard, remote diagnostics) were used despite the issue being cloud/app-related.
T3 Not Met No misinformation conf 96%
Agent provided no technical guidance or accurate information about resolving app errors or mesh node visibility.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure; agent failed to set expectations or maintain control, ending abruptly after customer expressed frustration.
C2 Not Met Confirmed understanding conf 95%
Agent used generic responses and did not adapt communication to customer’s clear frustration or need for actionable steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent avoided ownership by instructing the customer to call back later instead of committing to resolve the issue.
O2 Not Met Proactive follow-through conf 97%
No specific next steps, timeline, or callback commitment were provided—only a vague suggestion to try again later.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Issue involved a persistent app/cloud failure likely requiring Tier 2 support, but no escalation was initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent failed to acknowledge customer frustration meaningfully; no empathy shown beyond minimal politeness.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pacing in response to customer’s growing irritation about long hold times and unresolved issue.
X3 Not Met Overall experience conf 95%
Customer had to repeat personal details and was then told to call back later, increasing effort unnecessarily.
Call Transcript9 turns · 11 lines
Speaker 2
[silence]
00:00
Speaker 1
Yes, hi. I'm having issues getting my mesh network to connect to my online account. It's kind of showing there are no nodes. Yet, uh, yet my Wi-Fi is working. So I was curious if there's an account issue or what would be going on? Um, yeah, it should be that. I just had the Lynksys. It has a black background and a blue couple of L's on the logo. Hm. Correct. On my iPhone. Correct. And it worked fine a week ago. Then I logged in and [silence]
07:00
Speaker 2
Hi, thank you for calling Linksys. My name is Wan and I'll help you today. Is that on the Linksys smart Wi-Fi app? All right. And you're using your cell phone, or tablet, or any other device. All right.
07:00
Speaker 1
every time I log into the app, a, a, a window pops up and says an unexpected error has occurred. Try these options troubleshoot which are not helpful at all. And then it says, zero devices, zero nodes. After you have you like reboot my router. Yes. Yes, log that log back in, actually deleted the app, re-downloaded the app. some of those some of those basic things. Yes, I think. Yep. And I.
08:00
Speaker 2
all right, and just to clarify, I did apologize, just to also clarify, did you try logging out and logging back in just to make sure? Thank you so much for that one. Before anything else, can I ask, is this your first time calling? since this is your first time calling, I'll just have to gather some quick information so I can create a case in our system, can I have your first and last name.
08:00
Speaker 1
Tice, and that's spelled T as in Tom, hysis, as in Sam. Yeah, that's the letter A, the letter D for Dean, dot, my last name, t h E I S at g m s.com. Got it, and that's what my account should be registered under. Correct.
09:00
Speaker 2
what's the last name again? thank you so much Adam thys what about the email address? uh huh thank you so much A.d . thys @ gmail.com and the phone number that you're currently calling is it four zero two nine nine zero three one seven zero
09:00
Speaker 1
no uh nope I had to just leave the house um is that something I need to move forward I yep I had to after being on hold for too long correct I have to go pick up a kid it that is correct I I've only accessed the app in the house just to make sure I was on the Wi-Fi network and within range all right. Well, that's frustrating because I've waited for a while. Now, do you have any idea, like, can someone call me back or do I just have to just call that 1-100 number and go through this again? [ silence ]Is there a way to elevate this phone number so when it calls, I don't have to wait as long as I did this time? [ silence ]
10:00
Speaker 2
I'm sorry, um, to reset the password on the web interface or trying to access the router, is that correct? Thank you so much. Since you try to reset and change the password and still no changes, still no devices listed and nodes currently showing up, we'll try to raise this concern as well. So in the meantime, once you're back to your home next to the device, please call us back instead. Currently, since we are expecting some high volumes of calls as well, we highly suggest that you need to call us back since we cannot process any kind of off immediate calls uh callback. No, unfortunately, during this time. I'm like at this specific moment, we are just experiencing some high end of calls. Maybe in an hour or two it might lower down. All right. Thank you so much for calling Linksys as well. Take care and have a great day. Feel free to call us back.
11:00