V2 Rubric Detail — 0cddba90-73d2-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 15:49
Duration
5m 20s
Contact
205-936-1782
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion – agent failed to perform reasonable troubleshooting and offered no actionable solution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent concluded the E2500 router was out of support and advised replacement without performing any diagnostic steps, using tools, or offering next-step guidance. This lack of troubleshooting, ownership, empathy, and clear communication constitutes avoidance/evasion, resulting in an unresolved outcome. While T3 was technically accurate, the failure to attempt best-effort troubleshooting for an OOW device violates core support standards.

V1 Case Analysis

Customer reports Wi‑Fi failure on E‑2500 router (out of warranty). Agent confirmed model, informed that the router is end‑of‑life with no firmware updates, and advised replacement.

Troubleshooting Steps
  • Customer performed a hard reset of the router
  • Agent verified the router model (E‑2500)
Key Observations
  • Agent correctly identified the E-2500 as end-of-life and unsupported, consistent with KB guidance in universal_legacy_device_wifi.md and adjacent_device_setup_scenarios.md.
  • No diagnostic troubleshooting was performed (e.g., checking WAN connection, Wi-Fi settings, or interference), despite customer reporting intermittent connectivity.
  • Warranty status was not verified through official lookup; agent relied solely on customer's statement.
  • No case was created, and no support path (paid support, KB article, email follow-up) was offered.
  • Call ended abruptly without confirming customer understanding or providing closure.
Positive Highlights
  • Correctly identified the router model (E-2500) from customer input at [02:00].
  • Accurately informed the customer that the E-2500 is end-of-life and no longer receives firmware updates, which aligns with KB guidance in adjacent_device_setup_scenarios.md (Legacy Pre-2010 Devices section).
Agent Errors / Gaps
  • Failed to perform basic diagnostics (e.g., verify WAN status, check Wi-Fi settings, or suggest interference mitigation) despite customer reporting intermittent Wi-Fi.
  • Did not verify warranty status through official channels or perform a warranty lookup.
  • Did not create a support case or ticket for the interaction.
  • Did not offer any self-help resources (e.g., KB articles) or paid support options.
  • Abandoned the call without confirming resolution or setting a clear next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded router is out of support and advised replacement without resolving the issue or offering troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked only one vague question about last working time and performed no systematic troubleshooting steps.
R3 Not Met Correct resolution path conf 95%
Agent identified E2500 as out of support but failed to attempt best-effort troubleshooting (e.g., factory reset, config check) for an OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process; agent jumped to conclusion about firmware without verifying symptoms or isolating cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (admin UI, firmware check, LED observation) used despite being necessary to confirm router status and guide resolution.
T3 Met No misinformation conf 92%
Agent accurately stated that E2500 no longer receives firmware updates and is end-of-life, consistent with KB guidance.
Communication
C1 Not Met Clear & professional language conf 94%
Agent provided no clear agenda, failed to manage call flow, and ended abruptly without confirmation or closure.
C2 Not Met Confirmed understanding conf 93%
Agent used filler language, did not adapt to customer's hesitant tone, and failed to confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; simply handed customer a recommendation to replace the router without follow-up or effort.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were given; customer left without guidance.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy or acknowledgement of customer's frustration or effort.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to match customer's confused, hesitant speech.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by offering no self-help steps, forcing full replacement without exploring alternatives.
Call Transcript11 turns · 11 lines
Speaker 2
[downgraded audio quality]
00:00
Speaker 1
Yes, um, uh, my Wi-Fi is not, um, working right. I have a Linksys, um, router from you guys and it's not working. Everything else is working but this router. I think it's out of warranty. I don't know. But, I need to know what to do. Um, the serial number is FM1A0A4. 0C09696EK-096. And sunny.
01:00
Speaker 2
paid support option may be available depending on the issue. I recall needing assistance and I spoke to that. that. That. What a serial number in my my number?
01:00
Speaker 1
89-09-942.
02:00
Speaker 2
and a 1 0 A. got it. yeah what's the model number
02:00
Speaker 1
Um, last month... it's, I've tried troubleshooting. I had mash the reset button and everything. It's, it's like, it's going in and out.
03:00
Speaker 2
Okay, when was the last time it was working? any troubleshooting that you have tried? any troubleshooting that you have tried or not troubleshooting? Yeah, let me check. the problem could be related to firm wear because I checked the model number right here, E-2500. There is no future update for this router and the firmware it cannot be updated anymore because it's not in our website no more. and probably
03:00
Speaker 1
It's out of, it's out of date, it's out of date. So I need to go back and get another one. I don't know, but I had it for a long time, so I guess I have to go get another one. Alright. No, it's just.
04:00
Speaker 2
it might not be able to catch up with latest technology right now or to your internet source internet providers device also the supported sorry sorry go ahead yes out of date and also out of support when did the support of this 2022 no longer support this model number yes it's it's best to upgrade the latest router if i'm not mistaken this was released a 2011 or 13. right you have questions
04:00
Speaker 1
I figured it because when I typed it in, you know, on such bottom online for technical support, it didn't find it. So,
05:00
Speaker 2
all right well i hope you have a good one you take care then
05:00