V2 Rubric Detail — bc6a42ac-8201-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:05
Duration
7m 50s
Contact
419-409-4304
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.25/5
Technical1.25/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall35.7% (-8.3)

V2 Grader Summary

The agent correctly identified the Belkin device and limited support scope (R3 Met), but failed to provide any troubleshooting, resolution, or actionable next steps (R1, R2, O1, O2 Not Met). Technically inaccurate advice about password location (T3 Not Met) was issued before device identification. While empathetic (X1 Met), the interaction lacked structured guidance, ownership, and effort reduction, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect Clover payment device to Wi-Fi; router identified as Belkin F9J112B (S/N: 3055GN6103609). Agent confirmed device is unsupported by Linksys. No Belkin support contact information or actionable next steps provided.

Troubleshooting Steps
  • Collected partial router model number (F9J112B) and serial number (3055GN6103609) from customer
  • Identified the router as a Belkin device
  • Confirmed that Linksys does not support Belkin hardware per KB policy
Key Observations
  • Agent correctly identified the router as a Belkin device and accurately communicated that Linksys does not support Belkin hardware.
  • Agent failed to provide Belkin support contact information (phone number/website) despite confirming the device is unsupported by Linksys.
  • No password recovery steps were offered (e.g., checking router label for default Wi-Fi password or performing a factory reset on the Belkin device).
  • Call ended without confirming resolution or setting a clear follow-up path, resulting in operational abandonment.
Positive Highlights
  • Correctly identified the device as non-Linksys (Belkin) and accurately communicated Linksys's support scope limitations
  • Expressed empathy by acknowledging customer's frustration ('I understand, fully understand that')
Agent Errors / Gaps
  • Did not provide Belkin support contact information despite confirming the device is unsupported by Linksys
  • Failed to offer self-help guidance such as checking the router label for the Wi-Fi password or performing a factory reset on the Belkin device
  • Left the customer without a clear resolution path, leading to operational abandonment

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided a solution; told customer the router is unsupported and suggested buying a new one without addressing the connectivity issue.
R2 Not Met Diagnostic thoroughness conf 90%
Agent performed no troubleshooting steps beyond identifying the device via serial number; no verification of Wi-Fi settings, signal, or device compatibility was attempted.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as Belkin via serial number lookup, explained Linksys does not support it, and advised upgrading without misrepresenting support eligibility.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic questions were asked about symptoms, error details, or network status before concluding support limitations; agent jumped to serial number request.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used serial number lookup to identify device ownership (Belkin) and communicated this information to the customer.
T3 Not Met No misinformation conf 95%
Agent stated 'The password is at the bottom of the unit' before identifying the device as Belkin. Per KB, this is Linksys-specific advice and technically inaccurate for non-Linksys hardware.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent acknowledged customer urgency ('I get what you mean, I understand') but provided no clear expectations, framing, or structured guidance about support limitations.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and expressed understanding but did not adapt communication when customer showed confusion about passwords or confirm comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed responsibility immediately upon identifying Belkin device and offered no alternative path forward or troubleshooting within customer's current setup.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timelines provided; suggestion to upgrade was vague and did not address the customer's immediate business need for device connectivity.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history or handoff context existed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Decision not to escalate was correct — device is out of scope for Linksys support, and no internal escalation path exists for competitor hardware.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given device is not supported by Linksys.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'I get what you mean, I understand, fully understand that,' acknowledging customer's business-critical frustration.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a calm tone but did not adjust pacing, simplify language, or check comprehension when customer struggled with serial number entry and expressed distress.
X3 Not Met Overall experience conf 85%
Customer had to repeat serial number information in fragments due to poor guidance; agent did not streamline input or offer alternative identification methods.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to Linksys 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. [silence] While waiting, you may also visit support.Linksys.com for more information about your product. [silence] Thank you for calling links. This my name is Jared. Can I help.
00:00
Speaker 1
yes, honey, I'm calling because I would like you to help me to connect one of my device on a Wi-Fi. I already got Wi-Fi with you guys. Uh, Linda, what is this device? What is its name? Clover? It's a Clover. Oh, that is merchandises for me to be able to um, uh, charge the payment to a customer when they come and pay with credit card Visa, MasterCard, whatever.
01:00
Speaker 2
[silence] you're trying to connect one device to the Wi-Fi what device is that? one second well what's a problem connecting that to the Wi-Fi is it [silence]
01:00
Speaker 1
What they will say? No intern? They say, no internet. No, no, no. Listen, I'm not even. Listen. I'm not even know the password for me to get in, or for me to added on it, on a our devices. You guys never give me no password. I don't R. [silence]
02:00
Speaker 2
It incorrect password or no internet. Either devices are working fine connected to the same network or no. Sure, sure. I can help with that. If that in the case. So, we don't have your password right here. Just set expectation. The password is at the bottom of the unit. If that's a default. [silence] everything's good. [silence] So, you want to type the bar code right here. Dot, dot, dot. Dot, dot, dot. [silence] Everything's good. [silence]
02:00
Speaker 1
Okay. Okay, so what do you need from that- from that routing? Give me one second. I can't see your number. Yes? Yes? No, this. 30 55 G. N as noncy 6 1. 0 three. 6. 0. 9 the O number. Yeah. F as in Frank. 9 J. As in kangaroo 1. 1. 1. 2 B. Yes m. G.[silence] So, since a no, I have a white prize. But so not the white by now working. So this is a business and I need a
03:00
Speaker 2
All right, thank you, let me check this one. Hold on. Oh, okay. I see. All right. This is a Belkin router. So, regarding this um, router, unfortunately, Belkin support doesn't have, I mean, support for this anymore. Like, um, technical support. They don't support this router anymore. [silence] [silence]
06:00
Speaker 1
working, because otherwise, Uh, we're in trouble. I'm in trouble. Uh, all right, thank you.
07:00
Speaker 2
no, I get what you mean, I understand, fully understand that. Oh, but the the problem here is that this, again, Bilken router doesn't have a support anymore. Bilken no longer support this device and other routers they produce. And I can only help with Linksys devices. This is also not Linksys route. Well be best to upgrade to latest routers that that support latest technology. But that's helpful though, not forcing you to do it. Thank you. [silence]
07:00