V2 Rubric Detail — 1ed5bce6-7c99-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:54
Duration
32m 40s
Contact
508-723-3386
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent never engaged beyond the opening greeting, providing no troubleshooting, guidance, or resolution. No technical information, ownership, or escalation was demonstrated, resulting in a complete lack of assistance and an unresolved outcome.

V1 Case Analysis

Customer called about range extender reset, provided serial and MAC address, but agent did not respond after welcome. No troubleshooting performed. Call ended with no resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent only delivered the automated welcome and did not speak again.
  • Customer provided serial number '20JM37017' at [04:00] and MAC address 'E89F80FB6EDC' at [05:00], but received no response.
  • Customer recited accurate factory reset steps for a range extender at [17:00]–[18:00], indicating they had prior knowledge or were reading from a guide.
  • No agent voice is present after [00:00], confirming complete lack of engagement.
  • Call ended with no resolution, summary, or next step.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Complete failure to engage with the customer after the initial automated message.
  • No collection of product model number, which is critical for accurate support.
  • No verification of the issue or attempt to diagnose the problem despite customer providing identifying information.
  • No delivery of troubleshooting steps, even though the customer was attempting to self-diagnose.
  • No operational closure — no next steps, escalation, or self-help resources provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution or outcome was provided; the call ends without the issue being addressed.
R2 Not Met Diagnostic thoroughness conf 97%
There is no evidence of any troubleshooting steps being taken.
R3 Not Met Correct resolution path conf 96%
The agent never selected a resolution path (no RMA, no escalation, no education).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions or logical process were observed.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources could be assessed because the agent never engaged in troubleshooting.
T3 Not Met No misinformation conf 96%
The agent did not provide any technical information or recommendations.
Communication
C1 Not Met Clear & professional language conf 96%
The interaction lacked any framing, guidance, or call control after the opening greeting.
C2 Not Met Confirmed understanding conf 95%
No communication was made to the customer beyond the initial welcome; no adaptation to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
The agent never took ownership; the call stalled with no follow‑up or commitment.
O2 Not Met Proactive follow-through conf 96%
No next steps or timelines were set.
O3 Not Met Closure confirmation conf 95%
No prior history was referenced; the agent never provided a handoff or continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation was made and none was warranted (the issue was never diagnosed).
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy, professionalism, or patience was demonstrated; the agent remained silent.
X2 Not Met Tone & rapport conf 95%
The agent did not adapt to the customer's tone or keep the customer engaged.
X3 Not Met Overall experience conf 95%
Customer effort was not reduced; the agent never acted to simplify or resolve the issue.
Call Transcript2 turns · 18 lines
Speaker 2
Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Okay then. That might be used as a referral for you, okay. Oh. [silence] I was wondering if you could send a map? I can read his number to you. [silence] Are you like? Are you saying it? Yeah. 20 J M 37 0 1 7. Yeah. 49. Necessary in there, then. Okay. Okay. Okay. That's. I'm going to need you this mac address. Mac. and E89F80FB6EDC E89F80FB6EDC yeah the last eight the last B could be an eight right an eight underneath that and that other one I gave you as a B further up number right didn't You want to be passionate, Joey? I love you. well, okay. let them tell me that. I mean, what's that? well, they'll say, yeah, over time it burns out or whatever. but I don't know. Together with this live chat and then once you click on it, it keeps going off it. It just keeps going back to the original. Yeah. Yeah well these school departments are very tall Kelly these kids are first now see her. after the power unplugs your device raise the lid to fully charge it. it's usually a tiny pin hole, either on the sides or bottom of the device. Step 3 Now, you'll need a thin object like a paper clip, pin, or SIM ejector tool to press the reset button. Step 4 Press and hold the reset button for 10 seconds. You'll see the lights on the extender blink or turn off. Step 5 After releasing the button, give it a minute for the extender to fully reset. Once done, the lights will stabilize. And the extender is now back to factory settings. [silence] You know, so I should [inaudible] for five minutes. You know, this won't be business as usual. I don't think. I'm not. Thank you. What's up? [silence] Really? I thought it was just in the back painting. Yeah, he's like, yeah, they think. Well, he must've went to get something coming back. Maybe the light bulb is just out. I don't know. I don't know. I just pulled them already. Yeah. What's that? Well, I I put it back in the same one because there's two different outlets. Yeah, I put it back in this one. You put it in this one. But it's the same thing. The even outlets. They don't know. Well, let's see if the uh, you know, but that's all also for uh the Wi-Fi for your phone. Yeah. If you're having trouble with the phone. It's because we're not having the booster here. Let's just see if the Netflix is working. [silence] That's nice. That's nice. These must all be on because you're off. Yeah, again, the TV's working. I might be right. It might just be not. I don't know. Someone's coming to talk to me then. Mm. [silence] Uhhh-hmm. [silence] The media-sa- [silence] lord. [silence] [silence]
01:00