V2 Rubric Detail — ea749b28-7556-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 14:12
Duration
9m 36s
Contact
No name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00135496
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected Call
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication2.00/5
Protocol5.00/5
Efficiency2.00/5
Overall4.0/5

V2 Rubric Scores

Resolution1.25/5
Technical5.00/5
Communication2.50/5
Ownership2.50/5
Escalation4.00/5
Customer Exp3.57/5
Overall57.6% (-22.4)

V2 Grader Summary

The agent correctly identified the device as a TP‑Link product and provided the correct TP‑Link support number, but never addressed the customer's forgotten router password. No troubleshooting or password‑reset steps were performed, expectations were unclear, and the customer was required to repeat information, resulting in an unresolved issue.

V1 Case Analysis

Customer called about a forgotten password for a device identified as TP-Link Deco S4R (model Deco S4R, serial J5D7L22007). Agent confirmed it was not a Linksys product and provided TP-Link support number (1-866-225-8139).

Troubleshooting Steps
  • Requested model number
  • Requested serial number
  • Verified product brand/model against Linksys database
  • Confirmed device was TP-Link Deco S4R (not Linksys)
Key Observations
  • Agent followed correct protocol by requesting model/serial before proceeding (transcript [01:00]–[04:00]).
  • Accurately identified the device as TP-Link Deco S4R based on model number (transcript [06:00]).
  • Provided the correct TP-Link support number (1-866-225-8139) as the appropriate next step (transcript [09:00]).
  • No technical inaccuracies found; all guidance aligned with KB and support scope.
  • Communication inefficiencies (filler words, pacing) did not affect technical accuracy or resolution.
Positive Highlights
  • Correctly followed support protocol by collecting model/serial before determining scope.
  • Accurately identified the device as non-Linksys and provided the correct next-step contact.
  • Maintained technical accuracy throughout the call despite customer confusion.
  • Apologized appropriately and explained support scope limitations clearly.
Agent Errors / Gaps
  • Excessive filler words and unclear phrasing reduced call efficiency (e.g., repeated 'I'm sorry' at [00:00], [07:00]).
  • Did not proactively confirm device brand before concluding it was TP-Link, though this did not lead to incorrect guidance.
  • Low empathy and pacing during customer silence ([07:00]–[08:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer requested help recovering a forgotten router password; agent never provided a recovery method or resolved the issue.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only asked for serial/model numbers and then redirected the call without performing any password‑reset steps or verification of the router type.
R3 Met Correct resolution path conf 85%
Agent correctly identified that the device (Deco S4R) is a TP‑Link product and redirected the customer to the appropriate brand support.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent followed a logical process to identify the device: asked for the serial number and model number, which allowed the agent to determine the root cause of the misdirected call (non-Linksys hardware).
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools were required or usable since the device was not a Linksys product.
T3 Met No misinformation conf 95%
Agent accurately stated that the Deco S4R is a TP-Link product and provided the correct TP-Link support number (1-866-225-8139). This is a factual external identification and does not contradict any Linksys KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent apologized and thanked the customer, but failed to set clear expectations early and allowed long unexplained silences (e.g., 1–10 minute wait without update).
C2 Partially Met Confirmed understanding conf 80%
Agent used polite language but repeated filler phrases ('I'm sorry', 'uh-huh') and did not confirm understanding when customer struggled with terminology (e.g., confusing serial with MAC).
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer the case but correctly declined to assist with a non-Linksys device; however, they could have offered guidance on self-help steps (e.g., checking label, factory reset).
O2 Partially Met Proactive follow-through conf 85%
Agent provided the TP-Link phone number as a next step, but did not specify what the customer should expect or offer follow-up support.
O3 Not Applicable Closure confirmation conf 90%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to handle the issue within Linksys and redirected to the appropriate brand support.
E2 Partially Met Escalation prep & handoff conf 75%
Agent provided the TP‑Link phone number but did not clearly explain why the escalation was needed or what the customer should expect.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologized (“I really do apologize”) and thanked the customer, showing empathy.
X2 Met Tone & rapport conf 80%
Agent used a polite, calm tone throughout, matching the customer’s frustration level.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat serial numbers multiple times and received no direct assistance, increasing effort.
Call Transcript18 turns · 18 lines
Speaker 1
Yeah. Hi, Josh. I got the – I forgot my password. Yeah. Go ahead.
00:00
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 dot 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 the issue. 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. Hi there, thanks for calling linksys. My name is Josh. How may I assist you today. Uh huh. So just to verify. Irene, yes, I'm sorry. Hmm. Uh, I'm sorry. Just to verify. I'm sorry. Just to verify. I'm sorry.
00:00
Speaker 1
I, I just bought my TV and then I just forgot my password. The I.D. I know it. And the password I forgot. They asked me. Yeah. I have a PPP link. Yeah. What's the brand name? I bought from your company, I believe. Yeah. And now I want to set up my my TV. I forgot my ah password. That's all. I need my password. Is it, can you hold it? Which one? The S.M. The S.M. O. Okay. The S.M. number Y for yellow 2580-14B for ball 011.
01:00
Speaker 2
to confirm, are you referring to the Wi-Fi password? Uh-huh. Got. Uh-huh. Uh-huh. Uh-huh. Got that. Uh, yes, got that one. Uh, before we proceed, may I have the model number of your Linksys router? Uh, your Linksys, yeah. Yeah, uh, the SN, yeah, the one that, yes please.
01:00
Speaker 1
729. Just on the router? Or not the Wi Wi router, right? Okay. B, the router. You asked me for what brand? On the bottom of that, right? Yeah. One second. One sec. You mean like a black box, right? The, yes, I do have that. I have two of them.
02:00
Speaker 2
All right. Thank you so much for that one. And can you also double-check sir if the-- Can you check if the brand on the router is showing Okay, the router. Yes, sir. Yes, sir. the manufacturer of that device. Yes. No worries. But, no, sir. Uh I'm just to verify, do you have a Yes? Yes. Okay. All right. That's great to know. So, can you provide
02:00
Speaker 1
Can bring the Y one, the wireless one, or the one that have a wire? Yes, I, I, I have two of that, yeah. Which one, the CM math? Which one you're looking for? Oh, okay. You mean X and?
03:00
Speaker 2
I'm sorry, but I'm afraid that that was the wrong serial number. So for now, I want to double check if you are using a router. However, since you mentioned that you have two, can you, like, give me one of the routers' serial numbers? The one that is warred directly to your modem or internet source. Add the serial number, the one that says s-n? Yes, sir, that's correct.
03:00
Speaker 1
J for Jack, number 5, D for doctor, number 7, L for Larry, two, two, zero, zero, seven. Is that the one that PC that you're looking for? The model number on that one. I don't see it. You mean to see the maximum number? Model number. Is it MO that means more of this this this? 215101
04:00
Speaker 2
uh-huh, and- can you also tell me the- model number? Yeah, please. I'm afraid, I'm sorry, sir, not the Mac number or the Mac address, uh, underneath there's, like, there should be on the sticker that indicated and it says model or model number.
04:00
Speaker 1
Yeah. Sure. I know my idea, I don't wanna, uh, uh, uh, you know? Yep. Okay, go ahead. Thank you. Hmm. Ah. Yep.
06:00
Speaker 2
So much for that one. So kindly give me one to two minutes, okay? I just need to check this one on my end. Thank you so much. Uh-huh. Thank you so much. You're most welcome. Hello, sir. Thank you for patiently waiting. Yeah, upon checking here on my end, it seems like the model number that you have provided, which is Deco S4R, I'm afraid this device is a TPLink router. I really do apologize, sir, but you have reached Linksys Technical Support. That means that we are not TPLink.
06:00
Speaker 1
[silence] You have number I can call? [silence] Hi from [silence] [silence] My service is from Sprinklr. [silence] Uh-huh. [silence] So, what should I call? Should I call to my service, uh spec?
07:00
Speaker 2
So, so technically, sir, you have called the wrong support. And I really do apologize for that one. Uh, uh, no, sorry. Mhm. No, sir. I'm going to set your expectation that currently you have reached Linksys technical support. So we are not TP-Link. Uh huh. I see. And since we are not TP-Link, uh this call is misdirected. And I really do apologize as well since this is not our brand. That means that I'm not technically trained for this kind of devices. Since again, uh we are not TP-Link, but Linksys. Right. Uh, yeah. Yeah, you, sir, you need, you really need to contact TP-Link support for this one. [silence]
07:00
Speaker 1
Okay. You have a phone number I can call? Yes. I'm in Florida.
08:00
Speaker 2
Let me check, sir. Kindly give me one to 10 minutes. By the way, are you calling us from the U.S.? Alright. Thank you so much for that, ma'am. Got that one so kindly give me one to 10 minutes, okay?
08:00
Speaker 1
Hi. 1866 yeah? 225 8139. Thank you. Bye.
09:00
Speaker 2
Ah, hello, sir. Thank you for patiently waiting. Uh huh. All right. That typical hotline number is 1-866-225-8139. You're most welcome, sir, and thank you so much again for calling.
09:00