V2 Rubric Detail — f8dc6fc2-73f0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:30
Duration
8m 32s
Contact
Clayton D. Baker
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00129570
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 - initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall47.0% (-9.0)

V2 Grader Summary

The agent collected the extender's serial number and warranty status, determined it was out‑of‑warranty, and promised to email a support article. No troubleshooting steps or tools were used, and the issue remained unresolved at call end, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to connect RE6300 extender; warranty expired; agent offered to email configuration article and paid support.

Troubleshooting Steps
  • Verified model and serial number
  • Checked warranty status (expired)
  • Offered to email a configuration article
  • Offered paid‑support option
Key Observations
  • Agent did not perform any technical troubleshooting for the extender connection issue.
  • Communication was garbled and unclear; the agent assumed an email address without confirming it.
  • Agent offered paid support without first attempting standard troubleshooting steps.
Positive Highlights
  • Collected model number and serial number from the customer.
  • Checked warranty status and communicated that the device was out of warranty.
  • Created a ticket and promised to send self‑help documentation.
Agent Errors / Gaps
  • No troubleshooting steps (power‑cycle, reset, pairing method) were provided for the RE6300 extender.
  • Email address was not verified before promising to send instructions.
  • Agent’s explanations were confusing and contained many filler/garbled statements.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only promised to email an article and did not resolve the extender connection issue during the call.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (power‑cycle, reset, pairing instructions) were performed; the agent only collected serial number and warranty info.
R3 Not Met Correct resolution path conf 96%
Agent determined the device was out‑of‑warranty and offered paid support, but did not attempt best‑effort troubleshooting as required for OOW cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for model and purchase year but did not ask detailed symptom questions (LED status, power‑cycle, wiring) or narrow down a root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI check, logs) were used even though the issue required verification of extender setup.
T3 Met No misinformation conf 97%
Agent correctly stated the device had a one‑year warranty and that it was expired; no factual errors were given.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent kept the call moving by asking for information and promising an email, but failed to guide the customer through any resolution steps.
C2 Met Confirmed understanding conf 96%
Agent used plain language, repeated the customer's name for confirmation, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a ticket, promised to send instructions, and did not transfer the call.
O2 Met Proactive follow-through conf 96%
Agent gave a clear next step: wait up to five minutes for the email with instructions.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this simple OOW query.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent thanked the customer, used polite language, and maintained a courteous tone throughout.
X2 Met Tone & rapport conf 94%
Agent matched the customer's pace, repeated information for clarification, and kept the conversation engaging.
X3 Partially Met Overall experience conf 91%
Agent collected necessary details but did not perform on‑call troubleshooting, causing the customer to wait for an email.
Call Transcript11 turns · 11 lines
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.links.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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Transcribed message. Please hold while I notify the caller. Hello? Hello? Hello.
04:00
Speaker 2
Thanks for calling Nixxis. This is Mae. How can I help you? Hello. Mhm. This is Mae from Nixxis. How can I assist you?
04:00
Speaker 1
this have to do with, uh, yeah, Linksys? Yeah. Yeah, I got a 6300. I can't seem to get it hooked up to my router. I've tried a lot of different techniques. Yep. ArEE 6300. The serial number, do you need that? Okay. It's 17 × 1 1P0BA.
05:00
Speaker 2
Yeah, Linksys device. Are you calling for a Linksys router? R E 6300. Is that the model number? Okay. Uh, question first. Uh, when you bought this unit, what year was that? Can you still remember? If you can't, uh, you can provide to me the serial number. I can check it via serial number. Hmm.
05:00
Speaker 1
201,76 Papa. Yes. Yes. Okay. Okay. Well, I'll try the email. uh, you ready? Clayton. Wayne.
06:00
Speaker 2
okay is it one seven X ray one one P for Papa or T for tango Papa Zero boy alpha [REDACTED_PAYMENT_DIGITS] is that right okay let me just check it here real quick it shows here the device was purchased year [REDACTED_PAYMENT_DIGITS] and its warranty expiration was way back year [REDACTED_PAYMENT_DIGITS] this has a one year warranty so since it's already beyond I can just send you an article I mean an email which will help you to reconfigure this extender we also have other option paid a support but that's $[REDACTED_PAYMENT_DIGITS] for one time troubleshooting that will last for an hour yeah go ahead
06:00
Speaker 1
Okay. too
07:00
Speaker 2
W-U-A... Your last name, is it Wainwright? Okay. Can you spell your last name again, please? Just your last name. Okay. Got it now. So your first name and last name, I mean, for your email address, this is going to be your last name first name at gmail.com. Right? Huh. Wainwright.
07:00
Speaker 1
That's astound. Thank you ma'am. Appreciate your help. Bye bye.
08:00
Speaker 2
And who's your internet service provider, by the way? Troom. Astound, okay. I'll just create a ticket here real quick. After this, I will send the instructions via email. So you just wait for five minutes max once this call and you will receive the email. All right. Thank you. Thank you so much. Thank you again for calling. Bye bye for now. [silence]
08:00