V2 Rubric Detail — c9c7310c-7b1d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:38
Duration
9m 1s
Contact
334-414-7749
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+11.9)

V2 Grader Summary

The agent correctly identified the SE3005 as an unmanaged switch, explained it lacks app management, and resolved the customer's confusion. Technical accuracy and resolution were strong, though communication framing and empathy could have been improved. No escalation or follow-up was needed.

V1 Case Analysis

Customer attempted to use Linksys app with SE3005 unmanaged switch; agent clarified that the switch has no app support and provided upgrade guidance.

Troubleshooting Steps
  • Asked for and recorded the model number (SE3005).
  • Identified the device as an unmanaged switch.
  • Explained that unmanaged switches have no app or configuration interface.
  • Answered follow-up question about upgrade options and speed capability.
Key Observations
  • Agent correctly identified the SE3005 as an unmanaged switch and accurately explained its limitations per the KB.
  • Agent provided useful guidance on upgrade paths and performance capability.
  • Agent's communication was slightly abrupt and could have included more empathy, especially after customer expressed prior frustration.
  • Minor technical inaccuracies (e.g., 'obsolete' claim, 'MPPS' instead of 'Mbps') were noted but did not materially impact the resolution.
Positive Highlights
  • Accurate technical identification of the SE3005 as an unmanaged switch per the KB.
  • Clear explanation that the device is plug-and-play and has no app management capability.
  • Efficient handling without unnecessary troubleshooting steps.
  • Provided helpful context on upgrade options and performance limits.
Agent Errors / Gaps
  • At [07:00], agent said 'this is I think obsolete' — this is speculative and not supported by the KB. Unmanaged switches are not 'obsolete' simply because they lack app control; they are functional and appropriate for their intended role.
  • At [08:00], agent said 'this can handle up to 1000 MPPS' — 'MPPS' is incorrect; the correct term is 'Mbps'. While the speed claim is accurate, the unit error is a minor technical inaccuracy.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly identified the SE3005 as an unmanaged switch and explained it cannot be managed via the Linksys app, resolving the customer's core confusion about app connectivity.
R2 Met Diagnostic thoroughness conf 90%
Agent asked for model/serial number, confirmed device type, and logically concluded no app support exists—no unnecessary troubleshooting steps were skipped or added.
R3 Met Correct resolution path conf 90%
Agent selected the correct path—informing the customer that switches are not app-managed—rather than misdirecting to router-based solutions or dismissing out of warranty.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (app can't find device), asked for model/serial, and correctly deduced root cause: the device is an unmanaged switch with no app interface.
T2 Met Appropriate tools / resources used conf 90%
No tools (remote session, logs, etc.) were required; agent relied on accurate product knowledge to resolve a factual misunderstanding, which aligns with T2 guidance.
T3 Met No misinformation conf 95%
Agent correctly stated the SE3005 is an unmanaged switch with no app support and no WiFi. While the KB provided does not explicitly list the SE3005 specs, the agent's claims are consistent with the nature of unmanaged switches and no contradictions were found in the provided KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent did not open with clear expectations or structure the interaction; transitions were reactive rather than guided, though call control was maintained.
C2 Met Confirmed understanding conf 85%
Agent used plain language (e.g., 'plug and play', 'no settings') appropriate for a non-technical user and avoided jargon.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, provided accurate information, and did not transfer unnecessarily.
O2 Not Applicable Proactive follow-through conf 100%
Issue was resolved during the call; no follow-up commitments or next steps were required.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was resolved at L1 with correct information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted—resolution achieved without escalation.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite but did not acknowledge customer frustration about failed app setup or prior email support failure; empathy was minimal.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer tone but did not check understanding after explaining switch limitations or probe emotional state beyond surface level.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, resolved the issue directly, and did not require redundant steps from the customer.
Call Transcript13 turns · 14 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 readily and stay on the line for assistance. While waiting, you may also visit support. Linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yeah, hi, this is Jerry love. I've been using your system for a number of years and everything's been fine. Uh, I have the, uh, AC 2200 system and, uh,
02:00
Speaker 2
Thank you for calling Linksys. My name is Gerald.
02:00
Speaker 1
I I had I lost connection to a couple of my devices. I've re-established it. But I decided to download the app, uh so that I could manage it in the future. And, um I keep getting an error that it cannot find my, uh uh the router, uh so, um I'm kind of at a loss here as to what to do. Yes, the serial number is 13p as in Papa 20f as in fox 118904Three 71. I'll have to go look at the model number. I'm not sure.
03:00
Speaker 2
What is the serial number and the model number of that? [silence] Checking now.
03:00
Speaker 1
Okay, the model number looks like S E three zero zero five. Yes. Well, what happened was I lost connection to, um, one phone and, uh, an iPad. I, I continue to have connection to a MacBook
04:00
Speaker 2
Okay, thank you. Wait, hold on. Um, right. Got it. So right now, you do have internet connection, right? And it's working. The problem is that you're the the switch is not working sometimes.
04:00
Speaker 1
Pro, an iMac, and, uh, one iPad. And, um, so, you know, I fooled around with that for a while and, uh, eventually I, realized that my password, I was using the wrong password to get in. I found the right password. So, I, I reconnected and when I did that, my phone came back up. So, uh, I'm, I'm happy with that. But, I tried to, I wanted to be, be able to work this in the future if I had a problem. So, I, I realized I needed to have the app. So, I downloaded the app. Then going through the process, I get to the point where it tells me to put the phone near the, uh, to the, uh, system and, um, the router modem and, and it, and it says it can't find it. So, um, I, at one point, I entered [silence] I tried to get some help through an email, I think, was supposed to send me a code and that never came to my email. So, I'm just trying to get the app to recognize the system. That's where I'm stuck at. [ silence ] Uh, uh, that explains it. Okay. All right. Um, well, Okay.
05:00
Speaker 2
okay the the se 305 it's an unmanaged switch it does not have app and you cannot use the app to manage it because it's unmanaged it's a plug and play switch hub but yeah if you have a problem with your Linksys routers I can help with that I'm a expert with Linksys routers this is not a router although it's a switch hub
06:00
Speaker 1
Okay, okay. Well, I'll keep that in mine. Thank you very much. Um, No, I think, um, I guess I do have a question. I'm trying to think about, um, Is this, uh, Linksys, is it, um, Is it going to be obsolete here? Is this something I need to upgrade to something else? Yeah. When you say plug and play, what exactly do you mean by that?
07:00
Speaker 2
Thank you so much for coming. Other questions? This is yeah you're right. This is I think obsolete. Let me check. But however, this is a plug play and manage switch even if it's obsolete. There's no settings for this one. Unless support is detected, you can upgrade to a different switch hub. This is just a plug play. No Wi-Fi.
07:00
Speaker 1
Uh-huh. Yeah. Okay, Yeah, Yeah. Okay. Yeah, that's the way it works. Well, what would be uh, what would be a good upgrade from this? Um, I mean, my internet's speed? Uh, no, it's slower than that. Oh, okay. Alright. Okay. Alright, I appreciate your help. Thanks. [silence]
08:00
Speaker 2
So you just need to connect this one to the internet source or to any routers that you have there, connect the other port, I mean the other cable to the port of the switch and the other port, I mean other cable is connected to the router or modem, modem Whatever, what is the what is your subscription speed? Is it 1000 MPPS? Yeah, no need to upgrade because this this can handle up to 1000 MPPS. So, no need to upgrade the switch.
08:00