V2 Rubric Detail — dc0af01c-8228-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:45
Duration
5m 34s
Contact
310-980-9509
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137717
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - new modem, no internet

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting, provide actionable guidance, or escalate despite unresolved printer and Ring device connectivity issues. The interaction lacked ownership, technical accuracy, and customer-centered communication, ending without resolution or follow-up. All core indicators reflect a complete breakdown in support quality.

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%
Customer reported printer was 'connected' but could not scan or print; agent provided no resolution or path forward before call ended.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only one vague question about band separation without guiding through diagnostic steps like checking SSID, password, or WPS compatibility.
R3 Not Met Correct resolution path conf 85%
No determination of product status or support path; agent did not attempt best-effort troubleshooting despite OOW expectation for setup/connectivity issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No systematic diagnosis; agent failed to identify symptoms (e.g., connection vs. printing), ask targeted questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 85%
Agent did not access router UI, logs, or KB tools to verify settings or connectivity—relied solely on customer description.
T3 Not Met No misinformation conf 85%
No technically accurate guidance offered; only a jargon-heavy question about band separation without context or instruction.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame interaction, lost control when customer shifted focus, and did not manage transitions or time effectively.
C2 Not Met Confirmed understanding conf 90%
Used unexplained technical terms ('separate 2.4 and 5 GHz band') without adaptation or comprehension check.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership—no troubleshooting, escalation, or follow-up initiated; call ended abruptly.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up commitment established before disconnection.
O3 Not Applicable Closure confirmation conf 80%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Case warranted escalation due to unresolved multi-device connectivity issues, but agent closed without escalation.
E2 Not Met Escalation prep & handoff conf 85%
No escalation performed, so execution cannot be evaluated—critical details and customer notification missing.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed for customer's time pressure or frustration; interaction remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent repeated unclear phrasing without adjusting tone, pace, or terminology to match customer confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat information and was left without streamlined support, increasing effort unnecessarily.
Call Transcript12 turns · 12 lines
Speaker 1
Nothing is working. [silence] Yes, hi. We changed our modem and then we are connecting everything to the router because we get internet. The computer is connected, but the printer, I can't connect printer to the internet. [silence] Only the printer or ring. General ring.
00:00
Speaker 2
Welcome to Lynx's 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 ready and stay on the line for assistance. Uh. Hi, thanks for calling. Our Technical Support. My name is Ellie. How can I help you? Uh, okay, the printer. So, how many other devices that are not connected to the network aside from printer?
00:00
Speaker 1
Yeah. Ring and ring cameras and printer. Mhm. Uh my name is Sarah the the you want the account number and name of the account is my husband's name is Rob? K. R O D K K A Y. Do you want our account number?
01:00
Speaker 2
ring doorbell. Oh yeah. the ring cameras and prints. and I will uh who am I speaking with by the way? okay thank you so much. ah it's okay I I have uh I have pull up the uh I have pull up it here already so give me one second.
01:00
Speaker 1
I'm going to go to the printer first because I have an appointment in five minutes, so let's work on the printer, please. Okay. Okay. I am on my laptop. What do you want me to do?
02:00
Speaker 2
Okay. So here's what we are going to do for this one, um, Ms. Sarah. So, since the Ring camera and the printer is not connected to the device, so for this one, we, yeah, we need a, uh, a laptop or a computer that, uh, for this one because we need to access the router settings of your Lynksis device. I mean of your Lynksis router. [silence] [speaker change] Uh-hm. [speaker change] The laptop is already connected to your Lynksys network. Okay. Uh, by the way, the printer is connected to [speaker change] [silence]. [silence]
02:00
Speaker 1
Yes. This morning was, broader. What is the question? Okay, let's ask my husband. He has this question. What's happening? Yes.
03:00
Speaker 2
Before. And what printer is this one? Brother. Um, by the way also, just to make sure, did you separate before the 2.4 and the 5 GHZ band? Did you separate before the 5 GHZ and the 2.4 GHZ band of your Wi-Fi connection? Uh hello, Sir Rod. Uh yeah, uh regarding with your Wi-Fi or your uh network connection, did you separate before the 2.4 and the 5 GHZ band?
03:00
Speaker 1
I don't know what that even means. For the printer? It's not on my phone. And I don't That's the problem. Router. Router? Oh. Again. Why? Because I've only connected the printer. The printer is connected. It's connected to the. It's not connected. I guess it is. It said connected. But I can't scan anything. It says it's not connected. It is connected. It's connected to the router. I can't scan anything. And here's the logo with the three half circles. But I can't scan anything. The ring is not connected.
04:00
Speaker 2
Yeah, so right now how many network name is showing up if you are going to connect a device to your Wi-Fi. I know on your phone, even on your phone. How many, did you customize the Wi-Fi, yeah, I mean did you customize the Wi-Fi name before?
04:00
Speaker 1
That's another frame. I think so. OK. OK. I should scan. Yeah. When I say, a scan, it says, not connected. Oh, it's connected now. OK, good. All right. It's connected now. OK, thank you. Bye.
05:00
Speaker 2
okay, uh, okay, so Searod, if the printer is already connected to the Wi-Fi, uh-huh, it's not scanning anything, yeah, I thought, uh-huh, all right, oh, okay, yeah, thank you so much as well, bye-bye for now.
05:00