V2 Rubric Detail — e8efaa48-7558-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 14:26
Duration
6m 3s
Contact
Ana DeSantis
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135484
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys app Concern

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall69.4% (-6.6)

V2 Grader Summary

The agent correctly identified the E54 model is not supported by the Linksys app and provided the proper resolution path via web browser access, meeting R1 and R3. However, no troubleshooting was performed (R2 Not Met), and the agent's unexplained switch to Japanese constitutes a serious communication failure under C2 and X2, downgrading those from Partially Met to Not Met. Despite this, the outcome was successful and follow-up was clear, with no escalation needed.

V1 Case Analysis

Customer unable to detect E5 4 router in Linksys app. Advised to use local web UI (http://192.168.1.1) to manage Wi-Fi settings. Offered to email step-by-step instructions to desantis.rentals@gmail.com.

Troubleshooting Steps
  • Collected model number (E5 4) and serial number (30N10M2A10M2A04833).
  • Confirmed the router model is not supported by the Linksys app.
  • Advised use of the local web interface (http://192.168.1.1) to manage Wi-Fi settings.
  • Offered to email step-by-step instructions to desantis.rentals@gmail.com.
Key Observations
  • Agent correctly identified that the E5 4 router is not supported by the Linksys app.
  • Provided accurate alternative access method (local web UI at http://192.168.1.1).
  • Collected required product and customer information, including email for follow-up.
  • Agent referred to Linksys as 'temporal' multiple times, which is a significant branding error and affects communication and protocol.
  • Technical guidance was accurate per the KB (adjacent_app_transition_notice.md).
Positive Highlights
  • Accurate technical guidance: correctly identified app incompatibility and directed to local web interface (http://192.168.1.1) per KB.
  • Proactive offer to email detailed instructions, ensuring the customer has a clear path forward.
  • Collected model, serial, customer name, and email — completed core case documentation.
  • Efficient call flow with no unnecessary loops or resets.
Agent Errors / Gaps
  • Repeatedly referred to Linksys as 'temporal' (e.g., 'temporal support', 'temporal router') — this is a clear misstatement of the brand name and affects communication and protocol.
  • Asked for 'series number' after already receiving the model number, which is redundant and confusing.
  • Used unclear phrasing such as 'bond 6 App' instead of 'Linksys app', which could confuse the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 92%
Agent explained the router model is not supported by the Link app and offered to send web‑interface instructions as the best available outcome.
R2 Not Met Diagnostic thoroughness conf 88%
Agent only collected model/serial and gave a limitation answer; no troubleshooting steps (e.g., checking phone Wi‑Fi, app version, router mode) were performed.
R3 Met Correct resolution path conf 90%
Agent correctly identified the limitation (app incompatibility) and provided the appropriate alternative path (web UI instructions).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom and asked for model/serial, but did not ask further diagnostic questions to narrow the cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal knowledge (likely a KB lookup) to determine the model is not supported; no additional tools were required for this limitation.
T3 Met No misinformation conf 97%
Information that the router is not supported by the Link app and that the web interface can be used is technically correct per the KB.
Communication
C1 Met Clear & professional language conf 90%
Agent set the call purpose, gathered required info, explained the solution, and gave a clear next‑step (email within 3‑5 minutes).
C2 Not Met Confirmed understanding conf 88%
Agent switched to Japanese mid-call ('これはいいです。そしてシリーズ番号は？'), which the English-speaking customer could not understand, violating communication appropriateness.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case from start to finish, did not transfer, and fulfilled the promised follow‑up.
O2 Met Proactive follow-through conf 94%
Agent gave a specific next step (email instructions) with a realistic timeline (3‑5 minutes).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for a limitation issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was courteous and thanked the customer, but did not explicitly acknowledge the customer's frustration about the app not detecting the router.
X2 Not Met Tone & rapport conf 87%
Agent failed to adapt to customer's English-only communication, introducing Japanese mid-call, causing confusion and disengagement.
X3 Met Overall experience conf 91%
Agent collected all needed information once, avoided unnecessary repeats, and provided a concise next step via email.
Call Transcript10 turns · 10 lines
Speaker 1
[silence] Hi, I'm trying to connect my router and stuff to the Link app, but it is just not saying that it's detecting the router. Yeah, it's just not detecting the Wi-Fi. It's connected to my phone, but it's just not detecting the Wi-Fi. [silence] Right. [silence] Yes, the model number is E5 four. [silence]
01:00
Speaker 2
The product paid support option may be available depending on the issue. Hello, thanks for calling temporal, support, this is charm, how can I assist you today? All right, so you want to connect it on your, bond 6App. Is that correct? All right, let me check that one out here. Can you provide the model number and the serial number of your temporal router?
01:00
Speaker 1
[silence] serial numbers three zero N one zero M two A one zero M two A zero four eight three three [silence]
02:00
Speaker 2
これはいいです。そしてシリーズ番号は？これはいいです。そして太陽メールがインターネットサービスプロバイダ（ISP）であることをいいですか。[silence]もうちょっと待っていてください[silence]確認してもいいですか？そしてリンクスに初めて電話したことありますか？
02:00
Speaker 1
Yes, it is. I'm calling on behalf of my boss, this is not my router. Okay. The one that would be the account or mine? Um, for the account, it is Anna DeSantis. A-N-N-A. And then the last name is DeSantis, D-E-S-A-N-T-I-S. And it's gonna be DeSantis rentals rental. R-E-N-T-A-L-S. at G-mail.com.
03:00
Speaker 2
All right. I need to gather some information here for me to create a quick record for you. Just in case you will contact us in the future, then you have a record already. Kindly provide your first and last name and also your email address. I'm yours, ma'am. Thank you so much. Uh-huh. All right. And how about the e-mail address?
03:00
Speaker 1
com. Okay. Okay. And through that, I would be able to change the name and password.
04:00
Speaker 2
Okay, so thank you so much for providing me all the information ma'am, so let me create a quick graphic for you here. And also, based on the record and also with the model number that you have ma'am, I've been checking here this model is not supported by the Lensys app. So you cannot attach this router to your app ma'am. So if you want to access your router settings, you need to access it using the web interface of the router using the IP address. Yes, ma'am, you can change your Wi-Fi name and password. I can send you a step-by-step instruction on how to do it.
04:00
Speaker 1
That would be amazing. Is there any, do you have to email that? Yeah, you can send it to that one and I'll have her forward it to me. Okay. No, that's amazing. Thank you so much. You as well.
05:00
Speaker 2
and what website you can access? I guess I could send it to you under the email address that you provided to me. the [name]'s rentals. All right. So I will send it to you, ma'am. So expect an email from me within three to five minutes after we end the call. All right. Is there anything else you could assist me with other than this? All right. Thank you so much for contacting links. And have a good one. Bye for now.
05:00