V2 Rubric Detail — faf6bff4-7b2c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 00:27
Duration
8m 37s
Contact
810-845-4335
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent misrepresented the support brand (identified as 'Lenovo' instead of Linksys) and provided a fictional resolution path ('double click on the picture of the phone') that is not supported by any Linksys KB, evading actual troubleshooting responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent misidentified as 'Lenovo support,' provided an undocumented and technically inaccurate instruction ('double click on the picture of the phone') to bypass the app redirect, and failed to perform any diagnostics or acknowledge the customer's frustration. This constituted evasion of support responsibility (auto-zero), and the issue remained unresolved.

V1 Case Analysis

Customer unable to access router web UI; agent provided inaccurate guidance and did not resolve issue.

Troubleshooting Steps
  • Agent incorrectly identified as Lenovo support.
  • Agent instructed customer to double-click a phone image on the screen to access the router password page.
  • Agent suggested using a computer to access the web interface but provided no actionable steps.
Key Observations
  • Agent introduced themselves as a Lenovo support representative at [06:00], indicating a fundamental failure in company and product identification.
  • No collection of product model, serial number, or warranty status occurred at any point.
  • Agent provided technically inaccurate instruction: 'double-click the image of the phone' ([07:00]–[08:00]), which is not a valid method for accessing the Linksys web interface per any KB article.
  • Agent did not reference or follow the 'Linksys App Transition Notice' KB, which directly addresses this issue.
  • Call ended without confirmation of resolution, recap, or clear next steps.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect company identification: agent claimed to be from Lenovo, not Linksys — severe protocol and accuracy breach.
  • Provided non-existent troubleshooting step: double-clicking a phone image has no basis in Linksys documentation and will not resolve the issue.
  • Failed to follow 'Linksys App Transition Notice' KB: did not instruct customer to use http://myrouter.info or http://192.168.1.1, or to click 'Log Into Router' to bypass the app.
  • Did not collect any device details (model, serial, warranty), violating standard protocol for product support.
  • No validation of outcome or proper call closure — call ended abruptly without resolution confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided no verifiable resolution; instruction to 'double click on the picture of the phone' is not a documented method and does not resolve the reported issue of being unable to access the web interface.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken—agent did not ask for model number, confirm connection method, or verify if myrouter.local loads; skipped basic troubleshooting like cache clearing or trying alternate URLs.
R3 Not Met Correct resolution path conf 96%
No assessment of product type (e.g., SPNM60 vs. other models), warranty status, or support path; gave generic, incorrect advice without determining device-specific requirements.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Failed to identify root cause—customer mentioned repeated failed attempts to bypass app redirect, but agent offered no logical diagnostic sequence or symptom analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote session, KB lookup, model-specific guidance); relied solely on an unsupported verbal instruction with no reference to documentation.
T3 Not Met No misinformation conf 98%
The instruction to 'double click on the picture of the phone' to access the password page is not found in any provided KB and is technically inaccurate for Linksys devices.
Communication
C1 Not Met Clear & professional language conf 96%
No opening framing, agenda setting, or control of interaction; call lacks structure and ends abruptly after one unverified instruction. Agent misidentified as 'Lenovo support' instead of Linksys.
C2 Not Met Confirmed understanding conf 95%
Used vague, non-adaptive language ('picture of the phone') without confirming customer understanding or adjusting to reported frustration over repeated failed setup attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—offered no follow-up, failed to ensure resolution, and closed the interaction prematurely without verifying success.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or commitments provided; customer left without clear guidance on what to do if the unsupported method fails.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered polite closing phrases but provided no empathy for the customer’s frustration over multiple failed setup attempts; no specific acknowledgment of repeated effort or history.
X2 Not Met Tone & rapport conf 95%
Did not adapt to customer’s tone or pace; continued with scripted, irrelevant responses despite customer expressing ongoing confusion and effort.
X3 Not Met Overall experience conf 97%
Increased customer effort by directing them to an undocumented workaround instead of providing correct, step-by-step access instructions from KB.
Call Transcript7 turns · 7 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
al right... So... ... ... Hi, yes, I just had a question about my product. I was going to set it up and I'm was uh having issues trying to use the web interface
06:00
Speaker 2
Thank you for calling Lenovo's technical support. My name is Paul. How may help you today? [silence]
06:00
Speaker 1
Well, that's what I've gone to do and I do the myrouter.local, but because it just keeps telling me I need to download the app. So, how do I bypass that?Um, I mean, sorry, I'm not actually doing it at this time. I plugged it in, uh, honestly a couple of weeks ago and I just haven't even had time to call because I tried to do it on like two or three different occasions and I just haven't had time to deal with the fact that it keeps wanting me to deal with the application interface and it keeps telling me I need to put it on my computer or the my phone.
07:00
Speaker 2
Oh, yes ma'am, you can actually access the web interface on the router using the computer. should be fine. Yeah, it doesn't yeah, that depends on how you're accessing the app. Mm-hmm. Okay. So just Can you see like the picture, ma'am, of the phone? Yes. I know, it's not possible to
07:00
Speaker 1
Okay, when I get to that stream, cause I do remember there being an image on there. Um, so I should be able to double click it and that'll take me...Okay, perfect, I appreciate your time. Thank you so much, I appreciate that. I definitely will. Thank you so much, I appreciate it. Thank you, Paul. You as well. Bye bye. [silence]
08:00
Speaker 2
Yeah, just double click on the picture of to the phone it will route you to the page that asks for the router password. Yeah, just double click anywhere on the picture the phone. Yes, there's an image of like a phone. Yes, just double click on the image for the phone. Yes, so but if you have any issues, ma'am, feel free to give us a call so we can assist your with your sitting at the router, okay? Yeah, just double click. You're welcome, ma'am. And once again, my name is Paul from knotty cas ticket and support have a great day. You're welcome. Bye-bye.
08:00