V2 Rubric Detail — 0b501cb6-6c45-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 01:12
Duration
75m 16s
Contact
Trung Nguyen
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#PR00110086
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Child node lost connection to network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.93/5
Escalation0.00/5
Customer Exp3.57/5
Overall26.4% (-25.6)

V2 Grader Summary

The agent failed to perform any technical troubleshooting, skipped required triage steps, and relied entirely on an unresolved escalation. While empathy and some follow-up commitments were present, no meaningful progress was made toward resolving the child node issue, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports MX4200 child node not working for months; case already escalated to higher department; agent offered to follow up and ping supervisor, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • No troubleshooting steps were performed despite the issue being ongoing for months.
  • Agent did not verify warranty status, serial number, or collect full device details.
  • Communication was vague, repetitive, and lacked a clear timeline for the promised follow‑up.
Positive Highlights
  • Polite greeting and verification of ticket number.
  • Correctly identified the product model (MX4200).
  • Apologized for the inconvenience and expressed empathy.
Agent Errors / Gaps
  • Failed to run basic diagnostics (reboot, reset, firmware check) on the child node.
  • Did not confirm warranty status or collect serial number when relevant.
  • Provided no concrete escalation path or timeline per the universal escalation guide.
  • Repeated filler language and unclear phrasing, reducing call efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states issue will be resolved but provides no actual resolution or confirmation of outcome; case remains unresolved with only a promise of future follow-up.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — agent does not ask about LED status, perform a power cycle, check firmware, or suggest factory reset.
R3 Not Met Correct resolution path conf 96%
Agent escalates without verifying warranty, model/serial, or performing basic triage; fails to offer best-effort troubleshooting for ongoing issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent does not identify symptoms, ask diagnostic questions, or determine root cause; relies solely on prior case notes without technical investigation.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no remote access attempt, no request to check admin interface, no speed test, no firmware verification.
T3 Not Met No misinformation conf 96%
Agent suggests replacement or refund without confirming hardware defect or warranty eligibility — contradicts RMA protocol requiring triage first.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintains call control and offers hold/callback, but fails to structure interaction or transition to problem-solving; reactive rather than guiding.
C2 Partially Met Confirmed understanding conf 89%
Agent uses polite language and acknowledges frustration but does not adapt technical depth or confirm understanding of customer’s setup.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent commits to follow up with supervisor and says he will ping Larry, showing some ownership, but immediately defers decision-making to another team.
O2 Met Proactive follow-through conf 95%
Agent sets expectation of 24–48 hours for feedback and offers a callback, providing a clear next step and timeline.
O3 Met Closure confirmation conf 97%
Agent pulls up ticket, confirms customer name/email, references prior case handled by Larry, and does not re-ask known information.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation to higher department already occurred, but initial escalation was made without completing L1 triage — violates protocol requiring basic troubleshooting first.
E2 Not Met Escalation prep & handoff conf 94%
Agent does not specify which team or individual will act, what information will be sent, or give a firm commitment — only says he will 'ping' the supervisor.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent repeatedly says 'I understand, sir,' apologizes for the inconvenience, and validates customer’s frustration over long wait time.
X2 Partially Met Tone & rapport conf 88%
Agent matches customer’s formal tone but does not adjust pace or check engagement; customer expresses ongoing concern without reassessment.
X3 Partially Met Overall experience conf 90%
Agent avoids repetition by referencing existing record, but does not reduce effort by offering immediate troubleshooting or alternative resolution paths.
Call Transcript19 turns · 20 lines
Speaker 2
[silence]
00:00
Speaker 1
how you doing? I have a ticket number. The ticket number is TE-00-1-1-8-0-0. ... 86. This is correct. Yes. The when.
58:00
Speaker 2
Spoke from Linksys' customer assistance team. How can I help you, today? Yes sir. Okay. Hold on. Let me check. Yes, sir. Can you have your ticket number? So I can, pull up your previous record or that system. Okay. So again, that's T 00110086, correct? Okay. Hold on. Let me, double check this one. Okay, so I was able to pull up a record associated to your phone number. So, could you confirm is this information correct? Am I talking to Mr. Tom Ong-Yen? Ong-Yen
58:00
Speaker 1
Yes.
59:00
Speaker 2
Okay, and your email address, so it is young oh, Nguyen Nguyen, Okay. And your email address are is Nguyen at myGLNC.com, right? Okay, so yeah, let me double check this one. Okay, so this is actually regarding your MX 4200 Linkus Wireless, right? Yes. Yes. Hmm. Yeah, that. Yeah, but for some, yeah, yes, that. Yeah.
59:00
Speaker 1
That I handle this, um, yes, yes, I understand, but, um, uh, is it, what, what, what is the hold up? Yes, yes, that's fine, yes, that's fine. [silence]
60:00
Speaker 2
Yes, that's correct. Yeah, however Larry is not out of the office yet within the portal for some reason. Yeah. Okay, so based on your records, so yeah, he actually forwarded this one to that team. But can I place this call on hold? So just give me three to five minutes, I'll just have to review your record here in our system and I'll be right back, okay? Just stay on the line. [ silence ]
60:00
Speaker 1
[silence]
69:00
Speaker 2
[KEEP_UNCERTAIN] okay sir so upon checking your record years sir so it yeah so Larry actually forwarded your case to our higher department yeah it so it's already forwarded however we haven't received yet uh feedback from them so basically we are still waiting for a feedback from our higher management team yeah so normally so it should take it will take like uh 24 to 48 hours but for some reasons yeah we don't know what seems to be the hold back why they haven't provided yet uh feedback or a reply yeah so what can I do sir at this point of time is I can uh yeah so um yeah unfortunately sir it's yeah we don't have like a supervisor on the line right now
69:00
Speaker 1
But, uh, they're in this, they're in the same, they're in the same office as as you you are located in or or not? Or are they... They're because I've been I've been dealing with this since November of last year. I've done everything that you you have asked me. I've been patiently waiting and and and doing the steps that you require, but right now, I'm I'm not able to use my internet on a certain part of my house because that child node is not working. So my connections, and, and, I have
70:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, so we do not have someone. Ah, no, sorry. They are on a different office. Yeah, they're not. So what we can do is, yeah, we can offer a callback. Yeah, from our. Yeah, yes, sir. I can see it on your record. Okay, yeah. So, you know, I am going to use, um, that's the full name. [silence] Um, agreed. [silence]. The receiver, uh, business [silence].
70:00
Speaker 1
I have devices that are hooked up to - that specifically hook up to that child node and they're not working like they should be because that child node is - is not working. And I really would like to get this resolved. Ugh. Hey there, Logan.
71:00
Speaker 2
Okay. Yeah. So, yeah, unfortunately, so, yeah, we go. Yeah, as mentioned, we, yeah, since this is forwarded to our upper management, then they are the one who decide on how to proceed with the case. So, what we can just provide to them is our recommendation, which is actually to replace, or if the replacement is not available, then we will go for refund. But still, that's up to them. To them. To them.
71:00
Speaker 1
But, you know, I was just saying that I've just I've just been waiting and and I feel like me being patient would would help speed things along. But I don't know. So at at this at this point, what what can be done to help?
72:00
Speaker 2
So that's actually what Larry did, based on the record. Yeah, yeah, I understand, sir. Yeah, I understand, sir. I can see it on your record that you have been dealing with this same issue. I think that's already six months ago. So, yeah, even if I'm on your shoe, I might feel the same way that you do. Yeah, unfortunately, that is the thing that I can... Yes, go ahead. Yeah. Yes. Yes, sir. Yeah, so what can I do so is...
72:00
Speaker 1
well, please do, and I would like some kind of acknowledgement that this is being reviewed, but right now I have to call and I have to sit on hold for about an hour before someone like yourself can speak to me. I know it's a weekend coming, so I won't hear anything from you guys until next week, hopefully the earliest, but I I'm really I really would like to get this resolved.
73:00
Speaker 2
Yeah, to follow up the case, yeah, I will ping our supervisor regarding this issue. So I will put this one up to them. Um, yeah, yeah, yeah, yeah. Don't worry, sir. I will be the one to follow up this one as well. So I will inform Larry and our Supervisor as well about this one. So, yep.
73:00
Speaker 1
well I I I do I do appreciate that yes all right well now that's it I just wanted to find out if if there's anything I can do to help speed this along okay all right I appreciate you you speaking with me um and hopefully I'll hear from you early next week if not I'll I'll be in touch
74:00
Speaker 2
Yeah, it will be resolved. That's soonest. Okay. You're welcome, sir. Yeah, again, sir, I really do apologize. Yeah, for the inconvenience. I understand. You just want the issue to be resolved. Yeah. Okay. Yeah. Is there so anything else that I can help you with or no? I Yeah, I this okay everything is here yeah everything is here on on our on your record I don't think yeah you missed something yeah everything is here yeah all the required documents okay okay okay okay okay okay okay okay okay okay oh okay okay sir okay okay. Okay. So, so, once again, so yeah, my name's Paul from Pinksys customer assurance team. Have a great day and stay safe always. Bye bye.
74:00