V2 Rubric Detail — dd409a8e-8059-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 14:31
Duration
13m 56s
Contact
+448000820770
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall32.5% (-23.6)

V2 Grader Summary

The agent gathered basic information but failed to execute meaningful troubleshooting, omitting critical tools (myrouter.info) and ending the call abruptly without resolution or next steps. Technical accuracy had minor gaps, communication was partially effective, and customer effort was increased through repeated requests and lack of guidance. The outcome qualifies as partial resolution due to initial diagnostic attempts but ultimate failure to progress.

V1 Case Analysis

Customer reports laptop cannot connect to Wi-Fi; other devices work. Agent collected SPNM60 model/serial but provided no troubleshooting steps or resolution path. Call ended unresolved.

Troubleshooting Steps
  • Asked for router model and serial number
  • Asked about router LED status
Key Observations
  • Agent collected model (SPNM60) and serial (10M09F095) but did not use them for model-specific guidance or troubleshooting.
  • No KB-aligned troubleshooting steps were performed (no power-cycle, password verification, LED validation follow-up, or guidance to http://myrouter.info).
  • Call ended abruptly without resolution, escalation, or self-help path despite unresolved issue.
  • Communication included long silences, fragmented dialogue, and insufficient empathy for the customer's frustration.
Positive Highlights
  • Collected router model and serial number early in the call (protocol adherence).
  • Asked about router LED status (valid initial check per KB).
Agent Errors / Gaps
  • Failed to execute basic Wi-Fi connectivity troubleshooting (power-cycle, password verification, LED status follow-up) per KB guidelines.
  • Did not guide customer to http://myrouter.info (correct admin URL for SPNM60) to check Wi-Fi settings or MAC filtering.
  • No concrete resolution path, escalation, or self-help resource provided despite unresolved issue.
  • Poor call control: frequent silences, unclear structure, and inadequate acknowledgment of customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provides a solution or confirms the issue is fixed; the call ends abruptly with the customer still confused and disconnected mid-conversation.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked for model/serial number, checked if other devices were connected, and requested LED status — basic but relevant steps. However, no deeper troubleshooting (e.g., password verification, router login, restart) was completed.
R3 Partially Met Correct resolution path conf 91%
The agent attempted to gather device info (SPNM60) and isolate the issue to one device, suggesting an effort to tailor support. However, no warranty check or decision on RMA/best-effort path was documented.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified that only the laptop was affected and asked about error messages and LED status — initial symptom isolation. But no logical sequence to root cause (e.g., incorrect SSID, wrong band, saved network) was established.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the primary tool for the identified model (SPNM60). Per KB, SPNM60 requires http://myrouter.info for local access to verify settings, but agent never guided the customer there despite connectivity issues.
T3 Partially Met No misinformation conf 89%
No major inaccuracies (e.g., correct focus on SPNM60), but missed key guidance: no mention of default admin password being Wi-Fi password on SPNM models, or how to manually connect to 2.4GHz. Instructions were incomplete, not factually wrong.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent opened with apology and attempted to gather info, but lost control due to fragmented dialogue, repeated requests, and abrupt disconnect. Still, tried to re-engage after silences.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and avoided jargon, but failed to clarify the mysterious device or explain why only the laptop failed. Did not confirm understanding, though customer confusion was evident.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and attempted diagnosis rather than transferring immediately. However, did not commit to a resolution path or follow-up, leaving customer stranded.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan was given. The call ends abruptly without direction, failing to set expectations for resolution.
O3 Not Applicable Closure confirmation conf 99%
No prior case history is referenced or evident; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
The issue (persistent Wi-Fi failure on one device with unclear setup) warranted escalation after basic steps failed, but agent offered no escalation path despite customer frustration and time invested.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent apologized twice and acknowledged customer’s time loss, showing basic empathy. But did not validate emotional distress or repeated effort in depth.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a calm tone despite customer’s agitation and repeated attempts to re-engage. However, did not adjust pacing or simplify steps sufficiently for a clearly overwhelmed customer.
X3 Not Met Overall experience conf 95%
Customer had to repeat model/serial multiple times; agent did not document or retain info. No actions were taken agent-side to reduce effort (e.g., guiding to myrouter.info).
Call Transcript15 turns · 21 lines
Speaker 1
Hello? Hello? Hello? You're up here, you go ahead. I started... somebody -- okay, let me go all over again. Hold on a minute, please. Yeah. Um, I sort of... I'm a new customer. I've just... for some reason I switched off from Hi-Optic to you. And the so-called engineer came to fix it. And I realize that, you know, that he was angry. I was asking him, how do I get the TV to say the thought this hand and angrily left this place.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling, this is technical support. This is Charm. How may I assist you today? Hello? Hello, sir. Can you hear me? I you. Yes, this is Charm. How may I assist you?
00:00
Speaker 1
00:00:00.271 - Then I realized I couldn't you know, I couldn't get the Wi-Fi on my 00:03:784 - laptop. 00:05:884 - And, I mean, everything was and so I can get the Wi-Fi on my laptop. So I called but he's been he's been trying to help for about almost three hours now. Oh my God, it does have me the whole morning to now till four o'clock. So, basically, and he left something here. And I've just seen it. I think it's a Wi-Fi. So, the bottom line is I'm not to tap fivo to my laptop. And you're because I work from home. So, today I've not done anything. So, I don't know. How do I I feel like I need somebody to come in again, have a look at what this guy came to do and left this device. I don't know what it is. I would like just take it to your, maybe you should have got something. I've you never told me anything young man. Then this device here I don't know what the device for. So, that's all me about how can you come to me so I can get Wi-Fi access to my laptop. Yes, yes, please. And your colleague- No, no, everything is okay. The TV is working, but your colleague was telling me, he was trying to help me to get a new address or password or he stayed for a Wi-Fi, right? He stopped- was a- for for the laptop? Have you been trying, trying, trying? He's not- we're going to go in there. So, the best thing I think, we need somebody to come and have a look, that machine, that thing, that your person left over here. So that, when I need to be fixed so that I can be accepted the laptop or not. Because he left it over here without saying anything. He seemed to be, I don't know, I don't know. I'm not judging or making lambent. But that's why we are having this message. He left it over there, whatever it is, and never say anything. Hello.
01:00
Speaker 2
Alce, I do apologize to hear that. Once uh, so just to confirm, sir, only your laptop is not connected to the Wi-Fi? How about the other device? silence Google Desktop as well. Alright, for that, sir, I do apologize. that's why sir. we will isolate the problem. Before we proceed, I need to gather information like can you provide the model number and the serial number of your router? So that we could check if it's compatible with your laptop.
02:00
Speaker 1
Well, hello, or the router, the white one, yes, all the black, okay, hold on, please, I'll be to disconnect it, my God, say that again, okay, my God, [silence].
04:00
Speaker 2
The serial number of your links is router Sir. It's under the router only Sir. You don't need to unplug everything. The serial number is under the router. It's printed on the label. You don't need to unplug everything. Hello all must be the most. Those of the child, no, no, the two other nose. Yes. Hello sir.
04:00
Speaker 1
one zero M zero nine F 095.com. Today is S. the Sarah P for Papa and can you see the over here? my goodness hello yeah it's SP N M 606
06:00
Speaker 2
How many, please? Okay. On the two, other links. All right. Can you see there the model number, sir? Yes, sir.
06:00
Speaker 1
[KEEP_UNCERTAIN] 60 or something like that, like 6-60. You know, it says there's no – when I drove the W-Fi, they say there's no community fiber in the W-Fi, you know, the main server. So they say you have to go to other networks. I go to other network, I put community fiber in there, I put the password, and it still don't connect. Well, let me ask you this. So let me actually, before we go, I suspend this. So this stuff that the engineer left here, what is it – what did he use it for? What is it useful? Because he left it here. I don't know, because I just came – just see, he left it over here. What did he use it for? What was it useful? [silence] I don't know why there's just 60, 60 or something like that. 6-60. [silence] You know, it says there's no – when I drove the W-Fi, they say there's no community fiber in the W-Fi, you know, the main folder. So they say you have to go to other networks. I go to other network, I put community fiber in there, I put the password, and it still don't connect. Well, let me ask you this. So, let me actually, before we go, I suspend this. So this stop that the engineer left here, what did he use it – what did he use it for? What was it useful? Because he left it here, I don't know, because I just came, just see. He left it over here. What did he use it for? What was it useful? [silence] I don't know.
07:00
Speaker 2
Oh, if you get it, all right, so when you connect your laptop, sir, to the Wi-Fi, what's the error message? hmm All right. Did they uh... All right, so the community pipe Are provided you this router when did they install it sir? Mm-hmm All right, I can only walk you through sir um over the phone since we don't have uh technical support on your area. All right. So, sir, can you turn off and on your Wi-Fi in your laptop? And also, sir, if I may ask, what's the light status of the router? Is it solid white?
07:00
Speaker 1
It's only it's, there's nothing else connected to it. Like let me repeat. The voter is connected to my Sky TV, which needed to be one guy, so we needed a Wi-Fi. So that one is working okay. So I took your call and they said you have to have a different W- what do you call it, Wi-Fi system for your laptop. So he was trying to need to get a different thing. So then I realized this guy is over here and I ran over here. Maybe if I can reach him, You know what I'm talking about. It is Apple. Well, Mac definitely I'm not Apple choice. never to Tim cook. all right, just going Anthony it e d t r M.
10:00
Speaker 2
Um, no, sir. Since you mentioned that some other device are working and connected to the Wi-Fi, right, only this laptop is not working or not connected. [silence] I'm back to browser page under, um, Mm-hmm. Yes. Yes. Go ahead. Add. All right. And okay. Let's double check here. Your internet service provider is, is the SKY cable or the community fiber? What's the light indicator of the child?
10:00
Speaker 1
Hello. Hello. So what should I do, please? Yeah. You have what? [silence] Mm. Mm. [silence] You are alone.
12:00
Speaker 2
yes, sir. I'm still here. okay, let's, um, so does, the community fiber activate, uh, this router already, sir? they, they activated it already?
12:00
Speaker 1
hello my goodness. Look at how these people are. They run away again, didn't it? and need a huge seat.
13:00