V2 Rubric Detail — 148826e8-7037-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 01:42
Duration
9m 30s
Contact
Kevin Jacobs
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134704
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7530 - forgot Wifi password
⚠ 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: Agent exhibited avoidance/evasion (critical failure B) by refusing to assist with statement 'We may break more things than help,' violating core service standards and abandoning the customer.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, did not recognize the ISP-provided device, avoided ownership, and provided no technical guidance or empathy. The interaction ended with the customer seeking external help, constituting an unresolved case and a clear critical failure due to evasion.

V1 Case Analysis

Customer unable to find/connect to Wi-Fi on Spectrum-provided Linksys MR7350; no troubleshooting performed; call ended without resolution.

Troubleshooting Steps
  • Asked for device brand and model.
  • Asked if a computer could connect to the router (Wi-Fi or wired).
Key Observations
  • Agent provided no actionable steps to locate or configure the Wi-Fi network (contradicts adjacent_connecting_devices.md).
  • Agent did not direct customer to the router's local web interface (192.168.1.1 or myrouter.local) to verify Wi-Fi settings (per adjacent_connecting_devices.md).
  • Agent misheard/misstated the model as MR7330 instead of MR7350, risking incorrect guidance.
  • No discussion of ISP-provisioned device support path (per universal_support_contacts.md).
Positive Highlights
  • Attempted to identify the device model (MR7350).
Agent Errors / Gaps
  • Failed to guide customer to check router LEDs (solid blue = ready state; per universal_escalation_guide.md).
  • Did not instruct customer to locate the default Wi-Fi SSID/password on the router label (per adjacent_connecting_devices.md).
  • Did not direct customer to access the local admin interface (192.168.1.1 or myrouter.local) to verify Wi-Fi settings.
  • Did not suggest power-cycling the router/modem to resolve potential broadcast issues.
  • Misidentified the model as MR7330 instead of MR7350, which could lead to incorrect troubleshooting.
  • Did not clarify that ISP-provisioned devices (like this Spectrum unit) are supported by the ISP first (per universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any path forward; customer ended call stating they would need external help to connect their printer.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked vague, repetitive questions (e.g., 'what is the device?') without logical progression or meaningful troubleshooting like rebooting, checking admin UI, or verifying connection type.
R3 Not Met Correct resolution path conf 96%
Agent failed to identify the device as ISP-provided (Spectrum) and did not direct customer to contact ISP per KB guidelines, missing correct resolution path for managed devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process observed — agent did not identify symptoms, ask targeted questions about connectivity, or determine root cause; repeated unclear prompts instead.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., remote diagnostics, admin interface) despite clear need to verify Wi-Fi settings or device status; relied solely on customer description.
T3 Not Met No misinformation conf 96%
Agent provided no technically accurate information; statements like 'We may break more things than help' are non-technical and unhelpful.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to guide interaction — no clear framing, poor call control, and repeated passive responses ('That’s OK') without advancing the case.
C2 Not Met Confirmed understanding conf 94%
Agent used generic, non-adaptive language despite customer self-identifying as 'computer illiterate'; no simplification or comprehension checks performed.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided responsibility by implying they might 'break more things than help,' effectively disowning the case instead of attempting resolution.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan provided; customer was left with no actionable guidance.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite being unable to assist; warranted escalation due to unresolved issue and customer frustration was ignored.
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 96%
Agent showed no empathy; response 'We may break more things than help' was dismissive and increased customer anxiety.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s pace or emotional state; continued with unclear, unhelpful statements despite customer confusion.
X3 Not Met Overall experience conf 96%
Customer was forced to seek third-party help, indicating unnecessary effort and failure to reduce friction.
Call Transcript16 turns · 17 lines
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling linksys. My name is Nathan. May I know who am I speaking to? Kevin Jacobs. Yes, Kevin, how can I help?
00:00
Speaker 1
I am totally computer illiterate.
01:00
Speaker 2
what is the device that you have? Is it Liberty or coming from the internet service provider? Okay. Most internet service provider, give you a modem and at the same time a router. Sometimes, they give you two devices or one device. Can you tell me
01:00
Speaker 1
yes, they definitely gave me a router. Oh, but hopefully it's printed on the front. So give me a second and I'll look. Oh, shoot. Oh, oh, well, I don't see a name on it. Give me a second here. I I seem to have lost my flashlight. Uh, you know, uh, oh. It just says spectrum on it.
02:00
Speaker 2
if your internet service provider gave you a router? Would you know? [ silence] Uh, what is the brand of the router? Would you know? [ silence] Is it air or is - it. [ silence] The Spec - [ silence] Truman device is connected to another [ silence] and you got a cry. [ silence] Is it going to [ silence] That's the one that's giving a Wi - [ silence]
02:00
Speaker 1
speak fer me add attest to Wi-Fi, so that I could I couldn't run my printer. So right now the only thing that I know of I use the Wi-Fi for is the printer. Well, it's on the on the front of the box it says Linksys, L-I-N-K-S-Y-S. Yeah, dodown I didn't have much room so I had to pinaggle some stuff, but
03:00
Speaker 2
If you have that on, take a look. mm-hmm mm-hmm. All right. What is the name of your Wi-Fi? Do you know? You don't need to get the password yet. Mm. And then turn it upside down. Do you have a serial number and a model number?
03:00
Speaker 1
The model is MR7350 33 C 010 M 02-1-07 051 MS B 07 051. [silence]
04:00
Speaker 2
7:03 MR 7330. Do you have the serial number? D 07 can you repeat one more time? After the 2 1 D 07. 0:00 [silence] 0:24 you have a coaxial cable you can connect to the router.
04:00
Speaker 1
Do I have the internet connected to the router? Is that what you said? Yes. Yes. Yes. Connecting to the router. Let's see. Let's see if I can figure out how to do this. Like I said, I'm not a goddamn computer person, so Uh, let's see here. Does this say anything about?
05:00
Speaker 2
No, no. Do you have a computer that can connect to the router? Is it connected right now? To the router. Using Wi-Fi or wired. Any other method, as long as it is connected. Okay. Okay.
05:00
Speaker 1
Settings, pictures, documents, Wi-Fi. Let's see if Wi-Fi is over here. Wi-Fi. That up, blah, blah, blah. Windows. Um. I don't know. Um [silence] All right. Hang on a second. I'll just do it the fricking slow way since I don't know any other way. Um. Let's see here. Connect general straightforward process first. Device Wi-Fi is talking on the settings. Set the network. correct password. Oh, there it goes. I. Hang on, let me. settings. Maybe it's in settings. Settings, system network and internet. Is that what I'm that I'm looking for, network and internet?
06:00
Speaker 2
You cannot find it. That's OK. Yes, correct. Yes, if you show, OK. You cannot find it. That's OK. Yes, correct. Yes, it should show on the left corner.
07:00
Speaker 1
Well, I guess not. Okay. I'll just have to get somebody over here that knows computers and knows how to do this. [silence]
08:00
Speaker 2
Up there always a why fire? Anytime. Give us a. Yes, Kevin. Yeah. We may break more things than help. Just give us a.
08:00
Speaker 1
Okay. Okay, thank you. Uh, just give me one second. Make sure it's not there. Nope. It ain't there either. So okay. Thank you very much. Thank you.
09:00