V2 Rubric Detail — cb804d00-8115-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 12:56
Duration
7m 5s
Contact
+447498394040
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137440
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Specific device won't connect to the network

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall56.9% (+36.9)

V2 Grader Summary

The agent provided factually correct information about SSID changes but failed to use required diagnostic tools or reduce customer effort, resulting in an unresolved issue. Empathy was minimal, and the customer was asked to perform a high-effort fix (renaming SSID) without first attempting lower-effort troubleshooting steps. The call ended with no confirmation of resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested renaming the SSID as a workaround but did not confirm the MacBook re-connected or provide a definitive fix; the issue remained unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked the customer to forget the network and restart the Mac, which are relevant steps, but omitted core diagnostics like checking router LED status, MAC filtering, or band-specific issues despite KB guidance.
R3 Partially Met Correct resolution path conf 91%
Renaming the SSID was offered as a solution without ruling out more likely causes (e.g., 5GHz dropouts, MAC filtering); it was a plausible but not the most appropriate path given the symptom profile.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (MacBook disconnects after 1–2 minutes) and ruled out total network failure, but failed to ask targeted questions about Wi-Fi band, security settings, or router logs that could isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router admin UI, remote session, diagnostics) were used even though checking the router’s status would be a standard step for this issue, per KB requirements for device-specific disconnections.
T3 Met No misinformation conf 99%
Agent correctly explained that changing the SSID requires reconnecting devices and that the password can remain unchanged — factually accurate per KB guidance.
Communication
C1 Met Clear & professional language conf 96%
Agent collected required info (device, symptoms), maintained flow, and provided a clear next step; call was structured and on-topic despite customer digressions.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and confirmed understanding through repetition; customer followed instructions without confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and offered a solution path; no avoidance behavior observed.
O2 Partially Met Proactive follow-through conf 91%
Agent gave a next step (rename SSID) but did not set a realistic timeline or proactively schedule follow-up; only instructed to 'call back if it doesn’t work'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent did not explicitly acknowledge frustration or ISP change, but remained polite and solution-focused; minimal empathy shown, but not entirely transactional.
X2 Partially Met Tone & rapport conf 88%
Agent maintained consistent pace and tone; while not highly adaptive, the customer remained engaged and followed instructions without disengagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat personal information (name, email, serial) already provided; agent proposed renaming SSID — a high-effort action affecting all devices — without first trying lower-effort fixes.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Hi. Yes, isn't it Hello, good afternoon. I'm calling. I have internet. [silence] I have a Linksys and I just renewed my [silence] changed my internet operator. [silence] I'm with uh uh Community Fiber and they provided the Linksys and I'm having issue to connect one of my device. and I would like assistance with that. [silence] Yeah, sure. [silence] You need the serial number? And one second.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service. Your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys Support. This is Joy. How can I help you today? Okay, um, I have this real number of your Linksys device, please. Yes.
00:00
Speaker 1
7 to – Hello. Yeah. 7 to 10M, like mother. Number two. B Bravo Fox 1162 8. Jerome. Jerome 920 −0.
01:00
Speaker 2
mm-hmm go ahead yep continue just go ahead may I have your first and last name please how does it spell Jerome J for John and the last name
01:00
Speaker 1
the email address is under my wife name is Emily underscore Stern at G or not com so Emily Emily underscore Stern at G or not com how many devices well we have about three four laptops plus one phone he he he And we listen on mix on one.
02:00
Speaker 2
All right. And lastly your email address. [silence] Um, can you spell it please? Okay. Thank you. [silence] How many Linksys tower do you have in total for this system? Only one? Yes. How many devices?
02:00
Speaker 1
our phone and uh there's uh our camera for our kids is only my my MacBook Pro basically the the laptop is not connected is uh connected to the Wi-Fi and after one two minutes it kept disconnected disconnecting but uh I can see the icon of uh Wi-Fi in the name of the Wi-Fi uh community fiber but uh I don't have internet actually so it's why yeah all yeah all the
03:00
Speaker 2
And what specifics device that won't connect to the network? What's the light of your router? It's a solid white? Okay. But your other devices are connected fine right? They can go online?
03:00
Speaker 1
it over device is connected it's only the the Mac and I think it's the router some set up I don't know it's a specific setup. Yes that I tried that yeah. I try forget and connect again is the same thing after two minutes it disconnected on the on the Wi-Fi. Yeah reset also basically I forget the network forgot the Wi-Fi and put it again nothing.
04:00
Speaker 2
have you tried to um forget the network on your MacBook and then OK. Even if you like reset reset your network? Okay. Alright, because um if only the MacBook has um
04:00
Speaker 1
Yeah. [silence] Sorry say again. [silence] Yeah yeah yeah I try I try to restart. I try to uh forget and uh put the password again. Uh the same thing happens. It's like after too many he just keep disconnecting. You mean rename the [silence] No I haven't tried that uh
05:00
Speaker 2
a problem and other devices can connect perfectly fine. yeah, we cannot change anything on the router because the other devices might be affected to that one. have you also tried to like restart your Mac if you macbook. [silence] have you tried to like rename your router? Network yeah. rename the network name. Mhm.
05:00
Speaker 1
but that I will need to re earth re reset all my devices then, right? I think if I change the main, basically the main one that I connected with and change the password also or need the name of the and even I change the name, I will need to uh reconnect to all my devices. Okay. Uh okay, I can try that. You think that might be an and an option of uh yeah, to for rename? Uh okay, I will try this. Okay. Okay. Thank you. And bye. Thank you. Bye bye. [silence]
06:00
Speaker 2
Yeah, you need to, reconnect your other devices too with the new network name. Oh, yes, the um, you can just change the name and then let the password stay as it is. Yes, sir. You need to reconnect them. Mm-hmm. Yes. And if it, that won't work, yeah, if that won't work, then just feel free to call us back. I have. You're welcome. Have a good day. Bye.
06:00