V2 Rubric Detail — f426a92a-6bee-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:55
Duration
16m 15s
Contact
Joe Barboza
Issue Type
Feature Question
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134050
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WUSB6100M Setup wizard
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 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
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp1.07/5
Overall20.6% (-9.4)

V2 Grader Summary

The agent failed to provide accurate technical information by claiming the WUSB6100M is unsupported, despite public driver availability. While some ownership was shown through email delivery attempts, the lack of a direct download link, poor communication, and failure to ensure resolution resulted in an unresolved case with significant customer effort — meeting the criteria for an Ownership Gap.

V1 Case Analysis

Customer requested WUSB6100M driver/setup wizard. Agent incorrectly stated device is no longer supported, failed to provide correct download link from KB, and emailed file was not received. Issue unresolved.

Troubleshooting Steps
  • Collected model number (WUSB6100M) and serial number (1810C658062).
  • Collected customer email (joe.barbosa@yahoo.com).
  • Attempted to email driver download (file not received).
  • Asked customer to check spam folder and offered alternate email (AAAP.org).
Key Observations
  • Agent incorrectly stated at [08:00] that 'we no longer provide support for this' — this is factually false per the KB (usb_wifi_adapter.md), which lists a current driver for the WUSB6100M.
  • No correct download URL was provided — the KB clearly lists the driver at https://downloads.linksys.com/downloads/driver/WUSB6100M_Win10v11.1.0.268-275.zip.
  • Agent relied solely on email delivery without fallback — customer never received the file and no direct download path was offered.
  • Hold times and filler ('uh', 'just give me one quick second') created inefficiency ([06:00], [08:00]).
  • Agent confirmed email address spelling at [11:00], showing attention to detail.
Positive Highlights
  • Agent collected model number, serial number, and email address, showing proper information gathering ([01:00], [03:00]).
  • Agent confirmed the customer's email address spelling to avoid delivery errors ([11:00]).
  • Agent offered an alternate email address (AAAP.org) when initial delivery failed, showing adaptability ([15:00]).
Agent Errors / Gaps
  • Incorrectly stated that Linksys no longer supports the WUSB6100M, contrary to KB documentation (usb_wifi_adapter.md).
  • Failed to provide the correct driver download URL from the official KB (https://downloads.linksys.com/downloads/driver/WUSB6100M_Win10v11.1.0.268-275.zip).
  • Did not verify successful delivery of the emailed file or offer a direct download alternative.
  • Ineffective troubleshooting — relied on repeated email refresh attempts without providing actionable steps or self-help guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent claimed the product is no longer supported and sent an email the customer never received; issue was not resolved and no valid fallback path was provided.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent collected model, serial, and email, and attempted to send a file, but did not troubleshoot installation or verify the correct driver was sent.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated the WUSB6100M is unsupported; the driver is publicly available per usb_wifi_adapter.md — this is a clear misdirection of an in-warranty or legacy-supported product.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent confirmed the model and attempted to assist, but did not ask about OS, installation status, or symptoms — root cause of missing setup wizard was not diagnosed.
T2 Partially Met Appropriate tools / resources used conf 88%
Email was used to deliver a file, which is appropriate, but agent failed to use the KB to provide the direct public download link that exists for WUSB6100M.
T3 Not Met No misinformation conf 98%
Agent stated 'we no longer provide support for this' — factually false per usb_wifi_adapter.md, which lists active driver downloads for WUSB6100M on Windows 10/7.
Communication
C1 Not Met Clear & professional language conf 95%
Agent used repeated 'just give me a minute' without setting expectations; long silences and no call framing or summary; lost control during delivery phase.
C2 Not Met Confirmed understanding conf 93%
Agent repeated email spelling without adapting to customer confusion; used passive language ('kindly confirm') instead of guiding next steps clearly.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent took initiative to send the file and offered an alternate email, but did not ensure delivery or follow through to confirmation.
O2 Not Met Proactive follow-through conf 94%
No timeline or ownership was set for follow-up; agent did not commit to re-sending or verifying receipt within a defined window.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not require escalation — it was a straightforward driver download request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for wait time and thanked customer for patience, showing basic empathy, but tone remained transactional and did not acknowledge frustration over missing file.
X2 Not Met Tone & rapport conf 95%
Customer expressed repeated confusion and inability to receive email; agent did not adjust pace, simplify, or switch to direct download guidance.
X3 Not Met Overall experience conf 97%
Customer had to repeat email address, check spam, and provide a second email — all avoidable if agent had provided the direct public download link from the KB.
Call Transcript15 turns · 22 lines
Speaker 1
[silence] Well this is going to be simple. I'm trying to download your setup wizard for your uh um Pro Cor gang for your gang
00:00
Speaker 2
Welcome to links is 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.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 your issue. To hear more about your service options, press two. Please have your device 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.
00:00
Speaker 1
wireless uh adapter your USB adapter I've been all over your site and I can't find it anywhere what yeah I'm looking for the setup wizard your site says to use the setup wizard but it doesn't say where you can get it um the model number is USB 6100M what's the serial number oh my god I can't read that yeah oh it's the serial number I need a magnifying glass it's just I've had this for a while I was trying to use it on the computer I can't get it running for a veteran so the serial number is 181
01:00
Speaker 2
So, I'm just to make sure if I got it correctly. You're looking for a driver for your USB Wi-Fi adapter?
01:00
Speaker 1
Y, 106580 1162. My goodness. Yep. yep. That's very good. Thank you. Sure. I appreciate anything you can tell me. Yeah, I've been using you guys for years, but I don't I don't usually need a lot of help. I just can't find the uh driver download, the setup wizard. You know, it's supposed to send something.
02:00
Speaker 2
okay, uh, let me just speed that back to you. That's 18 Yankee 1, 0, C Charlie, 6, 5, 8, 0, 6, 2. okay, thank you so much. Just give me one quick second. and uh by the way, sir, is this like your first time calling Linksys?
02:00
Speaker 1
it looks like you use a setup with it i don't know where it is sure Joe Barbosa B-A-B-O-Z-A Barbosa yep yep it's joe Barbosa at Yahoo.com [silence] Who is my provider? It's uh, Comcast.
03:00
Speaker 2
and by the way sir joe who is your internet service provider comcast. thank you so much. [silence]
04:00
Speaker 1
Yep. I'm just looking for the... yeah, how to set up linksys's wi-fi adapter. Step 1: unbox the adapter. We have one million products include one billion.
05:00
Speaker 2
26. Now, since you're looking for a setup wizard, right? Uh, just give me one quick one. Um, just, just give me a minute. [silence] Okay, um, Cergio. Yeah, thank you so much, by the way, for patiently waiting on the line. I'm so sorry for it: um... So, um, I was actually able to pull up some information, um, regarding with the uh driver or the setup wizard that you need. So, um, I'll be sending it to you via email. This is the only thing that I can help you especially with this one, since we no longer provide support for this, but I will be sending you with this some information. Just keep me one moment. Okay, there you go, sir. Joe. I just sent it to you via e-mail. Kindly confirm if you received it already. I send you an e-mail. that email, yeah, so that email actually composed of, I mean consists the setup wizard that you need for, um, for the USB Wi-Fi adapter, Okay, um, they, you just received it, [silence]
06:00
Speaker 1
uh Don't don't don't don't Don't yes Don't Don't I've got to go back Not there it it's there Uh no I don't You said to me Joe Barbosa at yahoo.com Yes it's Joe Barbosa J-O-E B-A-R B-O-Z-A at yahoo.com All right Turn that done open it up again box nothing there
11:00
Speaker 2
uh uh yeah um just to confirm sir can you spell out your email address uh yeah i actually got it correctly so maybe you can try to check it from uh your spam messages or try closing the email and then reopening it back again
11:00
Speaker 1
I don't. I don't I don't have it. I'm sorry, I'm looking right at it, but I don't I don't seem to have it. Yeah. Yeah. Yeah. Yeah. Correct. Yeah, um,
12:00
Speaker 2
uh huh I try try using a different um you know device [silence] Okay. Um, sir, try to refresh your email sir. [silence] Do you have another email address that maybe we could use at AAAP.org? Yeah. Okay. link. Oh, okay. Thank you. Yeah, this is a zip folder. Yes. Okay. You too, Sergio.
13:00
Speaker 1
No, I'm very grateful for your help. Thank you. Yeah, let me see if I can get this into... [silence] All right.
16:00