V2 Rubric Detail — d1debb6a-7c5f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:04
Duration
9m 26s
Contact
254-690-0076
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall49.9% (+29.9)

V2 Grader Summary

The agent correctly identified a factory reset as the needed action and gave accurate reset instructions, but the call never reached a confirmed resolution and lacked follow‑up, empathy, and effort‑reducing measures. No escalation was required, and ownership was mostly maintained.

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 95%
Agent never confirmed the router was set up or the issue resolved; only gave reset instructions and ended the call without verification.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed the customer to hold the reset button for 30 seconds and wait for a solid pink/purple light, but did not verify the result or ask further diagnostic questions.
R3 Met Correct resolution path conf 90%
Agent correctly identified that a factory reset is the appropriate step to re-associate the router with a new ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for the model number but did not probe the current router state, light status, or other symptoms before recommending a reset.
T2 Met Appropriate tools / resources used conf 90%
No additional tools were required; the issue could be resolved with verbal instructions from the KB, which the agent provided correctly.
T3 Not Met No misinformation conf 100%
Agent incorrectly claimed the Linksys app cannot be used because 'email is no longer available or cloud services is no longer' – a factual error contradicted by KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but had multiple silences, did not clearly set expectations or manage transitions, leading to a loosely controlled call flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not actively confirm the customer’s understanding or adapt tone to the customer’s confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, provided guidance, and did not transfer the customer elsewhere.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next‑step instructions (reset, wait, use app) but offered no follow‑up, callback, or timeline for checking back.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this simple setup issue.
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 85%
Agent offered a brief apology but did not demonstrate strong empathy or acknowledge the customer’s frustration about being away from home.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a consistent, neutral tone but did not adjust style to the customer’s evident confusion or pace.
X3 Not Met Overall experience conf 90%
Agent required the customer to be physically present and repeat steps, providing no alternative to reduce effort (e.g., remote assistance).
Call Transcript14 turns · 16 lines
Speaker 1
Yeah, good morning. I got a question. Um, I changed my router and then I had to link it to my, um, to my Wi-Fi and I don't know how to do it because I had a, uh, I think I, I created the account before and I don't know where to go or what to do. Yes. Uh huh.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while any other support will rely on self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. My name is Ven and I'll help you today. You mentioned you changed routers.
00:00
Speaker 1
Then it is, uh, my, uh, my company, a sugar company. So now how to hook it up, the, uh, yes. Uh, ooh, the, from the new, the new company, I'm, I'm not at my house right now, so I cannot tell you. So I can give the information, the, the picture I got from you guys. Okay. Okay, you know, I, I, okay, I got it here, the one, the one you need. The, uh, is the, uh, the one, the model, right? Okay, it's uh, the letter U, the number six, the letter T, the letter G, 55, 20, uh.
01:00
Speaker 2
Oh, I'm sorry. You change Internet providers? And what's the model of your current router? I see. In order to re-associate a Linksys router with a different Internet provider, you need to perform a complete factory reset. If the light turns to either a solid I'm sorry. Yes, the model. just to confirm you're currently speaking with LinkSys technical support. Is this a LinkSys device? Is the U6T G 55229 E a LinkSys model? Yes. [silence]
01:00
Speaker 1
BE Victor number two. Okay, give me one... Let me see if my daughter's in the house so we can uh... we can do it when I'm in the phone.
03:00
Speaker 2
All right, thank you so much for that one. So, in order for you to pair up your WHW03 with a new internet provider, you need to perform a complete factory reset by holding the reset button for at least 30 seconds, which allows the router to factory reset. Once 30 seconds has passed and your Linksys router has performed a factory reset, you can then pair it up and it allows you to set it back up from the very beginning. You cannot log in or sign into your Linksys router using the app since email is no longer available or cloud services is no longer [silence]
03:00
Speaker 1
okay yeah because I remember before I used to go online and care about give me one second Kelly can you go to the uh the game room please hurry up please okay I had to be on home to do that okay give me one second because my daughter is there right now okay Kelly can you get your your tablet please too
04:00
Speaker 2
available on the Linksys app. And in order for you to set up your Linksys router, after a factory reset, you will either need a computer, laptop or a cell phone using the app to pair it to your internet provider's modem. Yes, you need to be physically there so you can link it up manually as well. [silence]
04:00
Speaker 1
Okay. Okay, can you tell me how to do it now? Hello? It's red right now. Okay, Katie, go in the back. Hold it in the back. All right, you see the button right there? No. All the way in the back, in the bottom. The bottom. Okay, you see the button that says reset? The red one? Yes. Hold it for 30 seconds.
05:00
Speaker 2
once again you need to factory reset your linksys router what's the light on the router? All right. You need to hold the reset button for 30 seconds so it can perform a factory reset.
05:00
Speaker 1
okay, now what's up... okay, yeah, either go, Kelly. Okay. Let me see. Let me see the color now. Okay. Now it's blink blinking uh blue. Okay.
06:00
Speaker 2
After 30 seconds has passed, you let go of the reset button and you just need to wait for two to three minutes until the router is on a ready to set up mode, which is either a solid hot pink, or a solid purple light. Yes, blinking blue indicates it's rebooting. [silence]
06:00
Speaker 1
Talk to me a It's blue Aaron nothing thank you Okay. It's still blinking. Okay, now it's is a pink Okay. I got it. What what uh where where I going now. Oh. Okay. What time you guys close today.
07:00
Speaker 2
Now, you must have a device that has the Linksys app as well. In order for the Linksys app to work, for example, your phone right now, since you're at home, the app will not work. The device must be near the physical router in order for it to pair up properly. We're available from 8 a. m. to I'm sorry, 8:00 p. m. to 10:00 a. m. Eastern Time. I may know what time will you be available later? [silence]
08:00