V2 Rubric Detail — f344be22-747a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 11:58
Duration
5m 4s
Contact
+447777693694
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall12.3% (-13.7)

V2 Grader Summary

The agent failed to address the customer's missing verification email, gave incorrect information about the remote-access website being discontinued, and provided no troubleshooting, next steps, or follow-up. The interaction lacked proper diagnostics, technical accuracy, and ownership, resulting in an unresolved issue.

V1 Case Analysis

Customer did not receive verification email for Linksys cloud account. Agent incorrectly stated remote access and verification emails are discontinued. No troubleshooting provided. Issue unresolved.

Troubleshooting Steps
  • Asked if customer could receive email (no troubleshooting steps taken)
  • Requested serial number (no response received)
  • Incorrectly stated remote access and verification emails are discontinued
Key Observations
  • Agent stated 'the link to Linksys Smart Wi-Fi Remote Access website has been discontinued' — this is factually incorrect per linksys_cloud_account.md, which confirms the website (linksyssmartwifi.com) is active and used for account creation, login, and password reset.
  • Agent claimed 'even if you're going to create an account, it will no longer send verification via email' — this directly contradicts the KB, which provides clear steps for account creation and verification email resend via linksyssmartwifi.com.
  • No troubleshooting steps from the KB were attempted: agent did not advise customer to check spam, use 'Forgot your password?' at linksyssmartwifi.com, or whitelist noreply@linksyssmartwifi.com.
  • Agent failed to collect model/serial number after initial request and did not proceed with alternative support paths despite the issue remaining unresolved.
  • Call ended without confirming resolution, offering escalation, or providing any follow-up — issue was abandoned.
Positive Highlights
  • Agent apologized for the inconvenience, showing basic courtesy.
Agent Errors / Gaps
  • Provided materially false technical information: claimed Linksys Smart Wi-Fi remote access and verification emails are discontinued, directly contradicting linksys_cloud_account.md.
  • Failed to follow KB procedure for missing verification email: did not advise customer to go to linksyssmartwifi.com and use 'Create an account' or 'Forgot your password?' to resend verification.
  • Did not troubleshoot basic email delivery issues (e.g., check email address, spam folder, whitelist noreply@linksyssmartwifi.com).
  • Did not collect essential device information (model/serial) after requesting it and receiving no response, and did not proceed with alternative support paths.
  • Ended call without any operational closure: no resolution, escalation, or self-help path offered despite the issue remaining unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent claimed verification emails are no longer sent and the remote access website is discontinued, offering no solution to the missing verification email issue.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked for a serial number and ended the call without any diagnostic steps, resets, or instructions to resend the verification email.
R3 Not Met Correct resolution path conf 97%
Agent provided an incorrect resolution path by claiming verification emails are disabled instead of guiding the customer through the proper cloud-account verification process.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic questions were asked; the agent did not identify the root cause of the missing email.
T2 Not Met Appropriate tools / resources used conf 94%
No tools, logs, or KB references were used; the agent gave inaccurate information instead of checking the account status.
T3 Not Met No misinformation conf 100%
Agent stated 'the link to smart WiFi Remote Access website has been discontinued' and 'it will no longer send verification via email', which is directly contradicted by the KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent acknowledged the issue and apologized, but failed to structure a resolution path or manage the transition to closure effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and apologized, but provided factually incorrect information that undermined clarity and prevented accurate understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership of the problem, offered no follow-up, and closed the case without resolving or escalating the issue.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or commitments were provided; customer was left without actionable guidance.
O3 Not Applicable Closure confirmation conf 98%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was clearly warranted for a verification-email issue.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized for inconvenience, showing basic empathy, but failed to demonstrate genuine concern by not pursuing resolution.
X2 Partially Met Tone & rapport conf 82%
Agent maintained a polite tone and pace, but response was generic and did not adapt to customer’s expressed confusion about verification failure.
X3 Not Met Overall experience conf 94%
Customer had to explain the issue fully only to be told the system is broken with no workaround, increasing effort and frustration.
Call Transcript6 turns · 6 lines
Speaker 1
Oh I've just been setting up one of your mesh systems the Velop I haven't had a problem with any of that um but when I was um using the app it asked me to verify my account um but I haven't received any email from you and there's no way to ask for another email Well basically when you when you download your um app to set up your system um it basically says um [silence]
02:00
Speaker 2
Hi. Thank you for calling Linksys. This is to Gino going to help you today. What do you mean for the email? You cannot receive any email?
02:00
Speaker 1
you need to verify your account within 48 hours. And it keeps it says that they've sent me an email, but I've checked my email address and it's correct. I haven't received it. It isn't in any of my it isn't in the spam folder. Um. And I've got no way of knowing the button which says send another email, but there's nothing on there. Hello. Yeah, it's the first time I've just set the system up and hardware's fine. It's just the software uh element. Well, it's not it's got nothing to do with the devices. They're fine. It's basically I haven't received the email to allow me to verify the app.
03:00
Speaker 2
Okay, I see. Okay, so, but is this your first time calling on Swaport Supporter before we proceed with your concern all about? MhMm. Can you please provide the serial number of that device? [silence] [music]. Okay. So these are [silence]
03:00
Speaker 1
Oh Right Okay So It Would work Okay for just maintaining the device at home Okay Oh absolutely fine yes Okay so Okay. Well, that's fine, as I say, as long as it's still, it's okay. I don't need remote access. It's basically just to manage it from home. Okay, that's great. Thanks for help. Bye. [silence] [silence] [silence]
04:00
Speaker 2
OK, so regarding with that one, sir, I'd like to really apologize for the inconvenience. Uh, yes, the link to Linksys Smart Wi-Fi Remote Access website has been discontinued. So, however, um, your router and Internet connection will continue working normally. So, you can still log-in on your Linksys app locally by using your router password. Yes, so actually your Linksys router is currently working. It's just as of the moment, we discontinued, yeah, the remote access website. So, even if you're going to create an account, it will no longer send verification via email. Okay. Okay. So, just do welcome to.
04:00