V2 Rubric Detail — f8ffa6f4-632e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 11:41
Duration
7m 57s
Contact
Adrian Carr
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00132915
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LOGIN Issues

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+22.1)

V2 Grader Summary

The agent provided accurate DNS configuration guidance and stayed with the customer to completion, meeting core technical and ownership expectations. However, the interaction included irrelevant questions and lacked verification, empathy, and clear next-step communication, preventing full resolution confirmation. The issue was partially resolved with moderate customer effort.

V1 Case Analysis

Customer requested OpenDNS setup on SPNMX56. Agent guided to Local Network > DNS settings, entered 208.67.222.222 / 208.67.220.220, applied changes, advised Wi-Fi reconnection. No verification of success performed. Call ended without confirming resolution.

Troubleshooting Steps
  • Collected customer contact details
  • Confirmed router model SPNMX56
  • Instructed to access router admin page
  • Guided to Local Network > DNS settings
  • Entered OpenDNS primary and secondary DNS addresses
  • Applied changes and advised Wi-Fi reconnection
Key Observations
  • Agent asked irrelevant 'Linux account' question at [03:00], indicating confusion about the platform and lack of clarity in guiding the customer.
  • Agent failed to confirm that the customer could access the router's admin page before giving configuration steps, risking wasted effort if login failed.
  • No verification of DNS change success or internet connectivity was performed after the change; call ended prematurely at [07:00] despite customer uncertainty.
  • Agent used non-standard term 'Meet Meepoop' at [07:00], likely ASR artifact for 'my mesh network' or similar, but still reflects poor clarity.
  • Customer initiated closure ('Shall I come away now?') suggesting agent failed to assert control or confirm resolution.
Positive Highlights
  • Correctly identified the need to configure static DNS under Local Network settings.
  • Provided accurate OpenDNS IP addresses (208.67.222.222 / 208.67.220.220) per KB guidance.
  • Advised customer to reconnect Wi-Fi after router applied changes, acknowledging temporary downtime.
Agent Errors / Gaps
  • Asked unrelated 'Linux account' question at [03:00], showing misunderstanding of customer environment.
  • Failed to verify admin-page access before providing DNS configuration steps.
  • Did not confirm successful application of DNS settings or test internet connectivity post-change.
  • Allowed customer to end call without confirming resolution or setting clear next steps.
  • Used unclear and potentially confusing terminology ('Meet Meepoop') at [07:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent guided customer to input OpenDNS addresses and advised reconnection, but did not confirm resolution or test success.
R2 Partially Met Diagnostic thoroughness conf 75%
Agent identified the DNS change request and directed the customer to the correct settings, but skipped verification of current DNS or post-change connectivity.
R3 Met Correct resolution path conf 90%
Changing DNS via router settings is the correct path for enabling OpenDNS filtering; agent followed appropriate resolution for the ask.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (wanting OpenDNS) and gave correct next step, but asked irrelevant questions (Linux account, pair node) instead of diagnosing DNS behavior.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were needed; agent correctly used the router UI as the appropriate resource for DNS configuration.
T3 Met No misinformation conf 95%
Provided correct OpenDNS addresses (208.67.222.222 / 208.67.220.220) and accurate instructions to apply them in Local Network settings.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and guided the customer through steps, but introduced off-topic questions and lacked clear framing or transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent used some technical terms (e.g., 'static DNS1') without simplification, but did respond to customer input and stayed on task after initial confusion.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent stayed on the call, provided complete instructions, and did not transfer or abandon responsibility for the issue.
O2 Partially Met Proactive follow-through conf 80%
Agent advised customer to reconnect to Wi-Fi after changes, implying a next step, but did not set a clear timeline or offer follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this configuration request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and closed professionally, but showed minimal empathy or acknowledgment of customer effort or confusion.
X2 Partially Met Tone & rapport conf 75%
Agent continued with minor confusion (e.g., 'Meet Meepoop') but generally matched pace and kept customer engaged through completion.
X3 Partially Met Overall experience conf 80%
Agent asked for unnecessary details (Linux account, pair node serial), but ultimately delivered the correct path without redundant holds or repetition.
Call Transcript14 turns · 15 lines
Speaker 1
Yes, please. Thank you. Um what it is, I'm trying to I'm aware of link's is his own, um, parental block. Um, but it only allows for up to 10 sites per device. So, what I'm looking at, I was recommended it by GigaClear, which is open DNS, which will block up to 25 sites across all devices. But what it's asked me to do is input the two DNS addresses for open DNS. And I'm I'm wondering, and I'm asking, which
00:00
Speaker 2
Welcome to Lynxus support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you so much for calling Lynxus. This is Trish. Can I help?
00:00
Speaker 1
[DOWNWEIGHT] where i do that on your on your link-sys um system yes i'm logged in there i i have i have before yes so it's 07 4 15 7 104 5 14
01:00
Speaker 2
Okay, um, we're able to log in to the settings of the router, like the through the browser page. But first, can you please provide me, okay. But first, can you please provide me your um, the model number of your Langer's device? We've called Langer before. This is the first time. Oh, okay. All right, well, that's the case then. Um, please provide me your phone number so I can pull up your records.
01:00
Speaker 1
That's right, yes. That's it. Yeah, sounds about right. Oh dear. Hang on a second. Uh, let me try and find it. Ugh. No. Um, so it is, the serial number is, yeah.
02:00
Speaker 2
okay so am I speaking to Adrian Wilshire? Okay. And um your email is uh spot, uh 54321@Simo.com. All right. And um your internet service provider is giga clear and your um device is SP and M six uh 56 correct? Okay. Alright can you confirm the serial number of the pair node please? Silence I think you're not uh with your with the pair not.
02:00
Speaker 1
I don't know what that means. Sorry. Via the the IP address. I have I'm looking at connectivity.
03:00
Speaker 2
Okay. Great. Do you have a Linux account? You have a Linux account? How did you log in on the Linux device? I mean on the settings via the IP address? Okay. Uh, so right now, what do you see on the screen? Mhm.
03:00
Speaker 1
Okay, yeah. Um, won't be a sec. I'm just gonna, get them. Okay. The numbers I was, I was given, was for primary DNS 208.67.222.222. And for secondary DNS 208.67.220.220.
04:00
Speaker 2
Okay, connectivity. So, um, and then click on local network. So what are the numbers that was provided to you? Okay. Right, and what else? Okay, so as you can see on local network. Transcribed for transcripts from deande.com
04:00
Speaker 1
right all right okay all rightgeh oh I see Oh done automatically
05:00
Speaker 2
work you see there there's static DNS1 and static DNS2. Try to input those numbers and try to click apply right after.
05:00
Speaker 1
I just make sure I'll put it in. Right, it says your roof was applying changes. The action you performed may cause devices to temporarily lose connectivity. This may take a few minutes. Please wait until the operation is complete. Yeah, still, it's waiting. It looks as though it's doing that. So is that all I need to do, or is there something else I need to do? Right. [silence] Okay. Are you familiar with people changing this to use open DNS? Okay. Oh right. You are not, you are not connected to your router. If you're using a wireless connection. Oh right. Okay. Well, shall I come away now and then come back if there's a problem? Yeah. Okay, then. So, but that should be all I need to do. Okay then. Thanks a lot. Bye.
06:00
Speaker 2
Well, it's a real rare case sir. On Meet Meepoop. okay, so that's normal sir, since we've did we did some changes on our routers there, you just have to reconnect to the Wi-Fi and then hit try again. Yeah, sure, it's okay. Yes sir. Alright, no worries sir, you're welcome. Bye, Pinay.
07:00