V2 Rubric Detail — 098073b6-71c4-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-27 01:03
Duration
7m 49s
Contact
615-278-6061
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely failed to address the customer's reported issue, provided irrelevant and fabricated information, and demonstrated no intent to resolve.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provide accurate information, or demonstrate ownership. The interaction consisted of incoherent, off-topic statements with no path to resolution, resulting in an unresolved case and a clear instance of avoidance/evasion.

V1 Case Analysis

Customer reported Ring camera and mesh system issues. Agent provided no relevant support, failed to collect device details, gave incorrect URLs, and delivered incoherent technical statements. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect product model, serial number, or any identifying device information.
  • Provided incorrect registration URL: 'register.Linksus.com' [00:00], which is not a valid Linksys domain.
  • Gave factually wrong default login credentials: claimed 'admin at one, two, three. Exclamation login' [04:00], contradicting KB default of username: admin, password: admin.
  • Referenced non-existent or irrelevant technologies: 'Cisco support', 'Nano Technology', 'Tomcat 12' [01:00], 'total care' [05:00].
  • Made unfounded assertions about customer's network: 'bridge mode on your airs', 'guest network', '13 clients connected' [05:00], with no diagnostic basis.
  • No troubleshooting flow, validation, or attempt to isolate the issue with the Ring cameras or mesh system.
  • Call ended without resolution, next steps, or operational closure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect essential product information (model, serial, warranty).
  • Provided incorrect registration URL (register.Linksus.com).
  • Gave wrong default login credentials, contradicting KB guidance.
  • Referenced non-Linksys entities (Cisco) and fabricated features ('total care').
  • Made unsupported claims about customer's network configuration.
  • Did not identify or confirm the actual issue with the Ring cameras or mesh system.
  • Performed no troubleshooting steps.
  • Ended the call without resolution, next steps, or escalation plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never resolves or attempts to resolve the issue; ends with 'I don't think it does anything, because it's not exactly.'
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps are provided; agent offers random statements like 'I'm just putting Tomcat 12 it doesn't change settings it doesn't do nothing.'
R3 Not Met Correct resolution path conf 94%
Agent fails to select a valid resolution path, instead referencing irrelevant topics like 'But they had bridge mode on your airs.' without assessing the product or issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process is followed; agent does not identify symptoms or ask relevant questions, instead stating incoherent phrases like 'Usernames admin. *** at one, two, three.'
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools or resources are used, and no troubleshooting occurs that would require tool use.
T3 Not Met No misinformation conf 96%
Technical information is inaccurate or nonsensical (e.g., 'Usernames admin. *** at one, two, three.'), and no correct guidance is given.
Communication
C1 Not Met Clear & professional language conf 93%
Agent fails to guide the interaction; no clear structure, expectations, or transitions — call devolves into disjointed monologue.
C2 Not Met Confirmed understanding conf 92%
Agent does not adapt communication to customer; uses confusing jargon and invented phrases like 'air source force central' with no clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent shows no ownership; offers no accountability, avoids responsibility, and provides no commitment to resolve.
O2 Not Met Proactive follow-through conf 93%
No next steps, timelines, or follow-up commitments are established; interaction ends ambiguously.
O3 Not Applicable Closure confirmation conf 91%
No prior case history is referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation is mentioned and none was warranted in the context of this interaction.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurs; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent shows no empathy or professionalism; dismissive tone evident in 'I don't think they've ever, I don't think Omcast did.'
X2 Not Met Tone & rapport conf 93%
Agent does not adapt to customer’s tone or emotional state; remains disengaged and incoherent throughout.
X3 Not Met Overall experience conf 92%
Customer effort is increased by agent’s failure to clarify, repeated irrelevance, and lack of structured guidance.
Call Transcript3 turns · 7 lines
Speaker 1
to configure your home network we need some basic information
00:00
Speaker 2
Welcome to Linksys support. For in-warranty warranty products, available to help with performance and hardware issues. Register your product by visiting register.Linksus.com. please have your device serial number ready. For assistance, please press 1 after the tone. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, please press 2. Please have your device serial number and contact information ready. If unavailable please call back later. For out of warranty products, paid support may be available, depending on the issue.
00:00
Speaker 1
A Cisco support by doing it through the web browser. I'm here says telling you right now to make cualquier button for Nano Technology. I recommend that your air source force central to configure your gateway a mobile app that features the blah blah you already got that. You can customize your network from a smartphone which happens. I'm just putting Tomcat 12 it doesn't change settings it doesn't do nothing. But that's your password now if you try to log in. that's got to be longitude user app. Think of a password that's at least eight characters. at, uh, uh. Usernames admin. *** at one, two, three. Exclamation login. Thank you for purchasing. I don't think they've ever, I don't think Omcast did. Thank you for purchasing arrest, surfboard products. Please take a few minutes to register your product to take advantage of the, whatever. You got, you had product support, warranty, promotional offers. Um, good, stop asking. But they had bridge mode on your airs. Uh, you've got a guest network. And you can, have a secondary home. Cool. Connect. And it says your wireless is active. You have 13 clients connected through your total care. Is mom connected to the mission or or TV but it said that the ring cameras just went offline. Was it on though? She go back home. It just says, I don't think. How long you had that camera, Rick? How long? A long time. Before the mesh? Around the mesh, you think? Kelly got it for us for Christmas, and I think Matt and Amanda were here. So we had the mesh system then. Probably around serving quarter time. I take it, right? No, this is brand new. So you just bought it. Yeah, I bought that probably two months ago, three months ago. Does that mean you can. I don't think it does anything, because it's not exactly.
01:00