V2 Rubric Detail — 18f2d29e-80a6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:37
Duration
12m 36s
Contact
631-834-2334
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#TE00136886
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership3.21/5
Escalation4.00/5
Customer Exp5.00/5
Overall50.1% (-3.9)

V2 Grader Summary

The agent failed to perform any troubleshooting for the customer's persistent no-internet issue, relying solely on escalation without diagnostic follow-through. While empathy, communication, and case history usage were adequate, the lack of technical engagement left the problem unresolved. The escalation attempt was appropriate but executed poorly, resulting in an unresolved case.

V1 Case Analysis

Customer reports no internet on MBE7000 (SN: 59A10M29D01153) for two days. Agent confirmed ISP (Exinity), attempted transfer to Level-2, failed, and scheduled callback within an hour. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent confirmed customer identity, device model (MBE7000), serial number, and ISP (Exinity) early in the call.
  • No troubleshooting steps were performed despite a clear internet outage report.
  • Agent attempted transfer to Level-2 support but failed twice, resulting in long hold times.
  • No warranty status or case number was discussed.
  • Callback was offered as a fallback but without confirmation of time or reference.
Positive Highlights
  • Agent verified customer identity, contact information, and device details accurately.
  • Confirmed the device model (MBE7000), serial number, and ISP (Exinity), which are relevant for troubleshooting context.
  • Remained polite and used the customer's name throughout the call.
  • Promptly attempted to escalate to Level-2 support when the issue was beyond their scope.
  • Offered a callback option when escalation failed, maintaining a path forward.
Agent Errors / Gaps
  • Failed to perform any basic troubleshooting for a complete internet outage (e.g., power-cycle modem/router, check LED status, verify WAN connection).
  • Did not verify if the issue was upstream by testing internet directly at the modem.
  • Did not check the router's LED status (per KB: led_intelligent_mesh_consumer.md or led_cog_mesh_group_b_ln11xx.md).
  • Did not confirm whether auto-update was enabled or check firmware version (per KB: universal_firmware_update.md).
  • Did not provide a documented callback confirmation (e.g., case number, scheduled time).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states they still have no internet; agent provided no resolution, workaround, or confirmed fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., power cycle, modem test, router login) despite a clear 'no internet' issue requiring diagnostics.
R3 Partially Met Correct resolution path conf 92%
Escalation to Level 2 was appropriate given prior unresolved attempts, but agent skipped basic L1 diagnostics (e.g., reboot, cable check) expected before escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask any diagnostic questions to identify the root cause of the 'no internet' state; only verified account details.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use any required tools for a connectivity issue, such as the router admin interface or a modem-direct speed test as outlined in velop_wifi_connectivity.md.
T3 Met No misinformation conf 94%
All factual statements (MBE7000 model, ISP Exinity, phone number) were accurate; no incorrect technical advice was given.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set initial expectations but lost control when transfer failed; fallback to callback lacked clarity on timing or ownership.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, repeated key details, and adapted tone to customer’s frustration level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent attempted to maintain ownership by initiating escalation, but handed off without performing any diagnostic effort first.
O2 Partially Met Proactive follow-through conf 87%
Agent offered a callback 'within an hour' but did not confirm who would call or what would happen if it didn’t occur; timeline lacked specificity.
O3 Met Closure confirmation conf 93%
Agent referenced prior case history, used existing model/ISP info, and did not make customer repeat known details.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation was justified due to ongoing unresolved issue and prior L2 involvement; not a premature avoidance.
E2 Partially Met Escalation prep & handoff conf 89%
Escalation path initiated correctly, but failed transfer led to vague callback plan without confirming team, reason, or follow-up protocol.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy ('I’m sorry to hear that', 'Thank you for your patience') and remained courteous under pressure.
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, maintained calm tone, and checked understanding of key info (name, number, model).
X3 Met Overall experience conf 93%
Agent accessed case history directly, avoided re-asking serial/model/ISP, and minimized customer effort during handoff attempt.
Call Transcript10 turns · 12 lines
Speaker 1
Thank you. Hello. I have had a very big problem for two days. I've been talking to a level two um troubleshoot person and um we thought we fixed it yesterday but we didn't. I have no internet today. It went out today. Sure.
00:00
Speaker 2
Welcome to Lynx's support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Lynx's technical support, my name is Donna, how may I help you today? I'm sorry to hear that. Would you mind giving me three to five minutes to check your previous record in the system? Thank you so much. By the way, is this your phone number? 1-6-3-1-8-3-2-4-3-5
00:00
Speaker 1
Yes. [silence] Yes. [silence] You said 015, right? right. Correct. I really don't know what the serial numbers are. But everything else is correct, so I'm sure it's good. Yes. I know that. I'm Sorry. Yes, yes.
01:00
Speaker 2
Yeah, 015. and your first name and last name is Kimberly Albert, right? The model number of your product is MBE 7000. and then the parent node Stroke number is 59 Alpha 1 0 Mike, 29 Delta 0 11 53. is this correct? I see. No problem. And your internet service provider is Exinity, correct? Thank you so much. By the way, it appears that your case has been escalated to our level two technician. Let me uh, follow up, let me follow up your case. Can you give me two to three minutes? Okay, thank you so much. Hello, Hello. Kimberly? Hello? Uh. Can you please hold for about two, three minutes? I'm trying to transfer this call to our Level two technical right now. Okay. Thank you so much.
02:00
Speaker 1
Hello? hello? Are you still there? Hello? Sure.
09:00
Speaker 2
Hello. Yes. I'm still here. I'm sorry for the delay. I'm trying to transfer this call now to our level two tech. Can you please hold on for about 2 minutes a Thank you so much.
09:00
Speaker 1
[silence] yes yes great
11:00
Speaker 2
Hello. Thank you so much for patiently waiting, Kimberley. Are we still connected? I apologize. Our level two technician is currently engaged in a call. Can we process a call back for you within within an hour instead? Thank you.
11:00
Speaker 1
Um, nope. Uh, I will wait for him. Same one that I've been dealing with? I think his name is Paulo. Okay, great. So, sorry. I'm, sorry. It's not the same person. Okay. All right. They'll call me. Bye.
12:00
Speaker 2
Appreciate your patience. You still have other questions that I can help you with today? Thank you. Yeah, his name is Paulo. But it's another Paulo this time. Okay. Yeah, yes, correct. Thank you so much for your understanding. Bye-bye. [silence]
12:00