V2 Rubric Detail — cd790bcc-7645-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:42
Duration
12m 49s
Contact
336-302-4551
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
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
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall51.4% (-4.6)

V2 Grader Summary

The customer called specifically to verify if their firmware was up to date due to buffering in the Disney app. While the agent correctly identified the LED status for the MX2000 and helped isolate the issue to a third-party app, they failed to perform or guide the customer through a firmware check as requested. The call ended in a partial resolution as the customer self-diagnosed the app issue.

V1 Case Analysis

Customer experiencing Disney app (ESPN+) buffering on TV; asked about router firmware. Agent confirmed MX2000 model and solid-blue LEDs, but did not verify firmware version or update settings. Customer decided issue is likely the app and ended call.

Troubleshooting Steps
  • Asked for serial number (not obtained).
  • Confirmed model number MX2000.
  • Checked LED status (solid blue).
  • Inquired about other devices and streaming hardware.
Key Observations
  • Agent never addressed the core firmware-update question.
  • No troubleshooting steps were taken for the buffering issue (e.g., power-cycle router, check auto-update, test with another device).
  • Agent showed limited empathy and did not set a clear next-step beyond a generic callback offer.
Positive Highlights
  • Correctly identified the router model (MX2000).
  • Confirmed that all nodes show solid blue LEDs, indicating healthy mesh status.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Failed to verify firmware version or enable auto-update as per the firmware-update KB.
  • Did not suggest basic troubleshooting (router reboot, power-cycle, or testing with another device).
  • Did not collect the serial number or confirm warranty status when relevant.
  • Provided no concrete next steps or escalation path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 87%
Customer concluded the issue was with the Disney app after testing Spectrum app successfully; agent acknowledged this and closed appropriately without pushing unnecessary steps. Issue not fully resolved but best available outcome (customer self-diagnosed app issue) was accepted.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed device model (MX2000), LED status (solid blue = online), and verified other devices were working — this constitutes basic troubleshooting to isolate the issue to a single device/app. Did not check firmware or suggest speed test, but did validate network health indirectly.
R3 Partially Met Correct resolution path conf 83%
Agent did not initiate firmware check or deep troubleshooting, but correctly interpreted that the issue was isolated to one app on one device while the rest of the network functioned. Path chosen (accepting customer’s conclusion) was reasonable given evidence presented.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent identified symptom (buffering on Disney/ESPN+), confirmed other devices worked, and inferred the problem was not network-wide. However, the agent failed to address the customer's specific request to check if the firmware was up to date.
T2 Not Met Appropriate tools / resources used conf 92%
The customer explicitly asked if the router was up to date with firmware. Per universal_firmware_update.md, this can be verified via the local browser (http://192.168.1.1 or http://myrouter.local). The agent failed to use any tool or guide the customer to the interface to verify this, despite it being the primary reason for the call.
T3 Met No misinformation conf 95%
Agent correctly stated that solid blue light on MX2000 (Intelligent Mesh) means the node is online and configured, which is consistent with led_mesh_system_identifier.md.
Communication
C1 Partially Met Clear & professional language conf 84%
Call had silences and some repetition, but agent maintained basic control by confirming devices and closing when customer indicated resolution. Framing was weak, but interaction followed a logical arc from problem to closure.
C2 Partially Met Confirmed understanding conf 81%
Agent used simple language and confirmed understanding through repetition (e.g., 'other devices are working fine?'). Did not use jargon, and adapted to customer’s pacing despite delays. Could have confirmed comprehension more actively, but communication was functional.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call, asked relevant questions, and did not transfer. Closed based on customer’s own conclusion rather than abandoning, showing ownership of the interaction even if resolution was limited.
O2 Partially Met Proactive follow-through conf 79%
No formal next steps or timeline set, but agent confirmed the customer could call back if needed — a minimal but valid follow-up path. Customer initiated closure, reducing need for structured next steps.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and the issue did not clearly require escalation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'sorry for the inconvenience' and remained polite. Did not deeply acknowledge frustration, but did not become impatient or dismissive — maintained professionalism throughout.
X2 Partially Met Tone & rapport conf 83%
Agent matched the customer’s pace despite delays and silences, allowing them time to test apps and report back. Communication was not dynamic, but it accommodated the customer’s rhythm.
X3 Partially Met Overall experience conf 80%
Customer repeated model/serial info due to ASR issues, increasing effort. However, agent did not require redundant steps beyond initial identification, and allowed customer-led testing (Spectrum vs Disney app), reducing imposed burden.
Call Transcript15 turns · 20 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hello? Hello? Hello, yes hello, Hello? [silence] Hi, thank you for calling Linksys support, how may I help you today? Please tell me your device's serial number.
00:00
Speaker 1
Are you there? Yes. I can hear you, but you don't seem like you can hear me. Well, we are having trouble with our TV buffering and we have a Linksys router. So, I was told to ask you if our router is up to date with firmware. My spectrum who is my provider my Wi-Fi provider.
01:00
Speaker 2
links is this is Hello? Hi, hello, sir. Can you hear me, sir? Yeah, I just, I just hear you, sir. Sorry for that. There might be some delays on the line. Anyways, how can I help you, sir? Mm-hmm. Okay, and you, I know, you asked me to call her for the firmware. Mm. I see.
01:00
Speaker 1
Silence.
02:00
Speaker 2
okay sir may i have the serial number of your lenses please okay you do have it sir uhum. Okay. Let me just check on the exact unitshire. And my know how many laces device do you have. Three. Okay. What is the light on the top of your main routers you
02:00
Speaker 1
A5. Do you need the password? Oh, model number is MX2000. Blue. Mhm. Okay, this one's blue in the back of the house. Let me look upstairs. They're all blue.
04:00
Speaker 2
okay uh sir what you just read to me sir is the wifi name how about model number sir? can you look for model number please? mx2000 okay. okay. what's the light on the top right now sir? the light indicator on the top? uh solid blue. okay. And you have three nodes right? how about the other node sir? [ silence ]
04:00
Speaker 1
Well, I haven't tried I haven't tried the streaming on another TV. Uh I'm watching the one down stairs and it's the one that uh is buffering. I could go up and try the one up stairs. But the TV in the den, I go to my Disney app. Unless Disney app is having troubles. When I go to my Disney app and try to watch a Wimbledon tennis match and I select certain ones, they just buffer and buffer and buffer.
05:00
Speaker 2
all solid blue blue light on the top of this device here she read this me and that means that this our configured or set up okay your other devices sir are those working fine if they're connected to your TV I'm sorry your Wi-Fi
05:00
Speaker 1
ESPN Plus on the Disney app. Yeah, it's doing it again right now. And we did everything with spectrum possible. We rebooted we reset we. Uh, and it does not happen on our normal spectrum app. When we just watch the normal spectrum app, it's when I go to the Disney app and try to go to ESPN Plus that, and select one of the matches that I want to watch that it will not connect. frustrating [silence] You three three, six, three zero two four five, five one. Yeah, it won't connect with any of the matches. I've tried several different matches to try to watch and they're all buffering. Zumo.
06:00
Speaker 2
I see, I understand that one sure, yeah sir while we wait, I just need to check on the exact unit, while we wait may I have your phone number just in case we get disconnected [silence] sure do you have like a streaming device on this TVrah, Roku, Amazon Firestick [silence]
07:00
Speaker 1
It's a Spectrum zMo box. My other what? My other my other what? Second one. Beat person. Uh, yeah, well, I hadn't even noticed anything there. I mean, wouldn't we, I've been working on a computer this morning and uh, we, we work out of our home and use them a lot to transfer photos and we're photograph
08:00
Speaker 2
OK. OK. So just a confirmation, your other devices are working fine, right? When it connected to the to the router, your other devices are like your phone, your computer.
08:00
Speaker 1
receive people and I hadn't gone upstairs to check that TV, uh, and the Disney app to see what's going on with that, but yeah, the phone and the uh computer and all seems to be working fine. Do you want me to check the other TV? I can't imagine it's the TV down here. But I will, if you want me to. Uh And I just went to the spectrum app and it came right up. So it's got something to do with the Disney app, uh, and ESPN+ on the Disney app. Because I'm on spectrum right now and I went to the ESPN channel that's covering just the major match and it came right up. So maybe it's not your alls issue. Maybe it's a Disney App I could try another app, go to another app and see if i think it's the disney app, So I think we can end our call. If everything looks good on your end, I think it's got something to do with that app, the Disney app. So thank you very much. You have a okay, thank you. You have a blessed day.
09:00
Speaker 2
Actually yes sure, because as you mentioned all other devices are working fine, aside from this TV. So this has something to do with the TV. You're welcome sir. And you can call us back soon. Yes sir. Sorry for the inconvenience and you can call us back if you need further assistance. Thank you sir. Bye bye.
12:00