Call Detail: 0c52f0c6-8053-11f1-b

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Call Start

2026-07-15 13:42

Duration

21m 19s

Contact

+966555366488

Issue Type

Hardware Fault

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

zainab.alhefaiti@sutherlandglobal.com

HappyFox Case

#LTS00137258

Support Country

Saudi Arabia

Product Family

OTHERS

CSAT

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Sentiment Trajectory

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Ticket subject: LGS308P_Switch disconnect

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall2.6/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication0.00/5

Ownership0.00/5

Escalation0.00/5

Customer Exp0.00/5

Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to diagnose or resolve the recurring switch disconnection issue, providing no troubleshooting steps and incorrectly claiming a steady blue light indicated normal operation. The agent avoided ownership by instructing the customer to call back later without initiating escalation or taking any actionable steps. Communication was disorganized, technically inaccurate, and lacked empathy, constituting a clear case of Avoidance/Evasion under critical failure criteria.

V1 Case Analysis

Customer reports LAPN600 switch disconnects after ~10 min. Agent confirmed model/serial but performed no troubleshooting. Call ended with callback suggestion after 10 min.

Troubleshooting Steps

None recorded.

Key Observations

Agent confirmed correct model (LAPN600) and serial number (C14810706135) after initial confusion.
No troubleshooting steps (power cycle, cable check, reset, firmware) were performed despite hardware fault symptoms.
LED behavior (steady blue) was not contradicted by KB but was incompletely addressed.
No warranty or support eligibility discussion occurred.
Call ended with vague callback suggestion instead of concrete resolution/escalation path.

Positive Highlights

Eventually confirmed correct model (LAPN600) and serial number after clarification.
Attempted to collect necessary device details, showing intent to follow protocol despite execution issues.

Agent Errors / Gaps

Failed to perform standard troubleshooting for switch disconnection (reboot, cable check, reset, firmware).
Did not verify warranty status or discuss support eligibility.
Provided no actionable next steps; only vague callback suggestion.
Poor call control and inefficient information gathering (prolonged phonetic spelling of email/serial).
Misinterpreted steady blue LED as normal without addressing intermittent disconnections, which is a known hardware fault pattern.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 97%

Agent never provided a solution, reset steps, or any resolution for the switch disconnect issue; instructed customer to call back after ten minutes with no action taken.

R2 Not Met Diagnostic thoroughness conf 96%

No diagnostic questions or troubleshooting steps performed; agent only collected email and serial numbers and avoided any network testing or configuration checks.

R3 Not Met Correct resolution path conf 95%

No appropriate resolution path was chosen – no warranty check, no best-effort troubleshooting attempted, and no escalation offered despite recurring disconnections.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

Agent failed to identify root cause; accepted 'blue light steady' as confirmation of health without validating internet stability or backhaul, contradicting KB guidance on intermittent disconnects.

T2 Not Met Appropriate tools / resources used conf 94%

No tools used — did not direct customer to router UI, check logs, run speed test, or verify connection status via admin interface despite clear need for diagnostics.

T3 Not Met No misinformation conf 93%

Agent incorrectly stated that a steady blue light means 'everything is fine,' which contradicts KB guidance that a node can show solid blue but still have connectivity issues or not appear in the network.

Communication

C1 Not Met Clear & professional language conf 95%

Call lacked structure; agent used repetitive filler phrases ('God willing'), lost control of the interaction, and provided no clear direction or expectations throughout the call.

C2 Not Met Confirmed understanding conf 94%

Communication was not adapted to customer's level — used repetitive religious phrases without checking understanding, simplifying technical concepts, or confirming comprehension.

Customer Ownership

O1 Not Met Ownership & empathy conf 96%

Agent avoided ownership by deferring to undefined 'technical support' and instructing customer to call back later with no action taken or commitment honored.

O2 Not Met Proactive follow-through conf 95%

Only next step was 'call me back after ten minutes' — no realistic timeline, no accountability, and no follow-up plan or commitment established.

O3 Not Applicable Closure confirmation conf 90%

Appears to be first contact; no prior case history referenced in transcript or assessments.

Escalation Judgment

E1 Not Met Correct escalation decision conf 93%

Escalation was warranted due to persistent hardware-like symptoms (recurring disconnections), but agent made no attempt to escalate, document need, or transfer to higher-tier support.

E2 Not Applicable Escalation prep & handoff conf 90%

No escalation was performed on this touch, so execution cannot be assessed.

Customer Experience

X1 Not Met Customer effort minimised conf 94%

No genuine empathy shown; agent used scripted religious phrases ('God willing') instead of acknowledging customer's frustration, repeated effort, or service impact.

X2 Not Met Tone & rapport conf 93%

Agent did not adapt tone, pace, or communication style to customer's confusion or emotional state; maintained disorganized, inefficient interaction without checking comprehension.

X3 Not Met Overall experience conf 95%

Customer was forced to repeat email, serial number, and model information multiple times due to poor spelling-out process, lack of verification, and agent's failure to reduce effort.

Call Transcript137 turns · 182 lines

Speaker 2

شكراً لاتصالك بالدعم الفني للينكسيس. للاستمرار باللغة العربية، اضغط 1. شكراً لاتصالك بالدعم الفني للينكسيس. عميلنا العزيز، يرجى ملاحظة أن مواعيد العمل لدى مركز الدعم الفني قد تغيرت. ساعة العمل من الاثنين إلى الخميس من العاشرة صباحاً إلى السابعة مساءاً بالتوقيت المحلي. أيام الجمعة من العاشرة صباحاً إلى الحادية عشر ونصف ظهراً، ومن الثانية عشر ونصف ظهراً إلى السابعة مساءاً. مكاتبنا تكون مغلقة أيام السبت والأحد وأثناء العطولات الرسمية. للدعم الفني، اضغط 1. لمعلومات عن الضمان أو أسئلة عن طلبات الاسترجاع، اضغط 2. السلام عليكم، معكم زينب من نينكسيس. كيف درساتك؟