V2 Rubric Detail — d467651c-612a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:06
Duration
6m 57s
Contact
347-665-7222
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall60.4% (+16.4)

V2 Grader Summary

The agent correctly identified the device as a TP-Link product and provided the appropriate support contact number, which constitutes a valid resolution path for a non-Linksys device. While the interaction had communication gaps and lacked deep troubleshooting, the agent used resources appropriately and delivered a meaningful outcome, resulting in a partial resolution.

V1 Case Analysis

Customer reported no internet on TP-Link BE5000 Deco. Agent initially misidentified as Linksys, then corrected and provided TP-Link support number. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Asked for serial number (unsuccessful)
  • Identified device as TP-Link BE5000 Deco after initial misidentification
  • Provided TP-Link support phone number
Key Observations
  • Agent initially misidentified TP-Link BE5000 as a Linksys product at [02:00], creating confusion and contradicting the KB.
  • Agent corrected the manufacturer to TP-Link and provided a valid support number, showing awareness of non-Linksys devices.
  • No basic troubleshooting (e.g., power cycle, modem check, LED verification) was performed despite customer reporting no internet.
  • Hold time from [04:00] to [05:00] lacked explanation or reassurance.
  • Phone number was repeated unclearly at [06:00] (e.g., 'eight six six two two five eight one three nine').
Positive Highlights
  • Recognized that the BE5000 Deco is a TP-Link product and not a Linksys device after initial confusion.
  • Took initiative to place customer on hold and retrieve TP-Link support contact information.
  • Provided a valid support path by giving the correct manufacturer's hotline number.
Agent Errors / Gaps
  • Misidentified TP-Link BE5000 as a Linksys product at [02:00], contradicting the KB and creating confusion.
  • Failed to perform any basic troubleshooting (e.g., power cycle, WAN check, LED verification) before redirecting the customer.
  • Did not confirm customer's ability to access the device or clarify the model number despite ambiguity.
  • Provided only a phone number without offering self-help resources (e.g., KB article, email follow-up).
  • Did not verify understanding or confirm next steps before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent correctly identified the device as non-Linksys (TP-Link) and provided a contact number, which is the best available outcome for a misidentified product.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed; agent only asked for ISP and model/serial, then concluded it was not a Linksys product.
R3 Met Correct resolution path conf 95%
Agent correctly determined the product was not manufactured by Linksys and directed the customer to the appropriate vendor (TP-Link), which is the correct resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (no internet) and asked for ISP and model number, which are relevant diagnostic inputs, but did not proceed with any further logical troubleshooting.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent used internal knowledge or lookup to confirm BE5000 Deco is a TP-Link product and retrieved a support number, indicating use of appropriate resources.
T3 Met No misinformation conf 94%
Agent accurately stated that the BE5000 Deco is a TP-Link product, which is factually correct and supported by public product information.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent framed the interaction by asking for device info and placed customer on hold with a time estimate, but had long silences and disjointed flow upon return.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language and repeated the phone number clearly upon request, adapting to customer’s need for clarity despite initial confusion.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent took ownership by researching and providing the correct TP-Link support number, fulfilling the necessary action for a non-Linksys device.
O2 Met Proactive follow-through conf 95%
Agent provided a clear next step — calling the TP-Link support number — and verbally confirmed the number with the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was required because the product is not a Linksys device; agent handled the situation appropriately at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted due to product misidentification.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent said 'thank you so much for patiently waiting' and remained polite, but did not explicitly acknowledge customer frustration or effort.
X2 Partially Met Tone & rapport conf 90%
Agent adjusted communication by repeating the phone number slowly when asked, showing responsiveness to customer pace.
X3 Partially Met Overall experience conf 89%
Agent reduced effort by looking up and providing the correct support number instead of telling the customer to search online.
Call Transcript11 turns · 12 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 products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue. Thank you for calling Lindsay. This will help. Sorry, ma'am, uh you don't have any internet connection right now. Okay. Um who is your internet service provider? Spectrum. Okay. Um can I have the Lindsay router that can have the the serial number of the Lingenius router.
00:00
Speaker 1
Uh, this says that I know that's a model. Um, hold on one second. Is there being number they have W something like that? Uh one numbers is because that different numbers over here. I don't know which one you need. You know. You say BE 500. Um, trying to get. Yes, yes, yeah, it's and the rest of the not blowing.
02:00
Speaker 2
um, sorry, ma'am. is it the steril number? uh, okay, sorry. um, are you using ma'am the BE 5,000 whole home mesh Wi-Fi 7 Deco? Yeah, BE5000 Deco. Are you using that one? Oh, okay, because the BE, yeah, because the BE5000 Deco, ma'am, is actually under TP-Link. So, TP-Link is actually a different router manufacturer.
02:00
Speaker 1
Oh, that's the number that Spectra gave you didn't me, I don't know, I don't know, the company Oh, okay. Okay. I have to call another number then, is it that's what you're trying to tell me? Okay. Okay. Do you have a number that you can give to me, please?
03:00
Speaker 2
actually different.
03:00
Speaker 1
It's so boring. It's like boring. Thank you.
04:00
Speaker 2
okay. okay I'll put you on hold then for two to three minutes I'll be back let me just check if I can pull up their phone number.
04:00
Speaker 1
// [silence] Khachaturyan? What did you do? You go yourself? // [silence] Did you talk to him? // [silence]
05:00
Speaker 2
hello, ma'am. hi, ma'm. thank you so much for patiently waiting. so for tpm, link hotline number you can try to contact this one. [silence] hello, ma'am.
05:00
Speaker 1
Mhm, yeah. Say that again. Uh-huh. Okay. Okay, let me see there. A66 225-8135. Oh, 39 you say the last number? Okay. I got it. Okay, I got it. Thank you very much.
06:00
Speaker 2
Okay. Um, eight, six, six. Two, eight, six, six. Two, two, five. 8 1 3 9 three nine the number nine yes yeah okay. Okay, um, so it so it is eight six six 225 81 3 9 you're welcome ma'am you take care okay bye bye
06:00