V2 Rubric Detail — 1fb8e3ac-68dc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:03
Duration
9m 5s
Contact
718-812-2983
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to establish control, gather necessary information efficiently, or provide any technical guidance. The interaction ended with no resolution, next steps, or ownership demonstrated, resulting in a fully unresolved case. Despite challenging customer communication, the agent did not apply adaptive techniques or structured troubleshooting, leading to failure across all primary indicators.

V1 Case Analysis

Customer called to use five WHW03 v2 nodes to replace Spectrum router for better coverage in a three-bedroom apartment. Agent confirmed model number but failed to collect serial number, discuss warranty, or initiate any troubleshooting. Call ended with customer stating they would call back; no resolution or next steps provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent confirmed model number as WHW03 v2 but failed to collect serial number despite clear opportunity.
  • No troubleshooting steps were performed despite clear need and KB guidance for mesh Wi-Fi setup and coverage optimization.
  • Call control collapsed with multiple long silences and disorganized dialogue, especially between timestamps 03:00 and 07:00.
  • Customer ended call without resolution, escalation, or scheduled follow-up.
  • No reference to KB articles or self-help resources was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect required product information (serial number).
  • Did not follow standard troubleshooting protocol for mesh Wi-Fi setup or coverage issues as outlined in KB (e.g., velop_wifi_connectivity.md, universal_mesh_node_management.md, universal_isp_modem_diagnostics.md).
  • Failed to confirm ISP/modem compatibility or test modem directly, missing a critical diagnostic step per universal_isp_modem_diagnostics.md.
  • Did not provide any technical guidance, next steps, or escalation path.
  • Allowed the call to end with no operational closure or follow-up plan, violating protocol for unresolved calls.
  • Poor communication and call control led to customer frustration and abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended with customer stating 'I'll call you back' without any resolution, troubleshooting confirmation, or actionable outcome.
R2 Not Met Diagnostic thoroughness conf 98%
Agent asked repeatedly for model number but performed no diagnostic steps such as power cycle, firmware check, or pairing instructions.
R3 Not Met Correct resolution path conf 97%
No determination of warranty status, no identification of correct resolution path (e.g., setup guidance, ISP coordination), and no best-effort troubleshooting offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No symptom identification or logical questioning sequence; agent fixated on model number without diagnosing the actual setup issue.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools (e.g., admin interface, speed test, remote diagnostics) despite need to verify node functionality and configuration.
T3 Not Met No misinformation conf 95%
Agent provided no technical guidance, recommendations, or information that could be assessed for accuracy.
Communication
C1 Not Met Clear & professional language conf 97%
Agent failed to frame interaction, lost control during long silences, and did not manage transitions or maintain direction.
C2 Not Met Confirmed understanding conf 96%
Agent used repetitive, non-adaptive language and failed to confirm understanding despite customer confusion and fragmented communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership; allowed call to end without resolution or transfer, effectively abandoning the case.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up commitments were established before the call ended.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted due to insufficient information gathering at this stage.
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 97%
Agent showed no empathy or acknowledgment of customer effort; tone remained mechanical and unresponsive to frustration cues.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s disorganized communication style or pace, leading to repeated misunderstandings.
X3 Not Met Overall experience conf 96%
Customer had to repeat model number multiple times; agent did not streamline data collection or reduce redundant effort.
Call Transcript15 turns · 16 lines
Speaker 1
How are you doing? I got five Velope, I got five Linksys Valope routers and I wanna, I wanna try to hook him up. Uh,
00:00
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 oh 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. Hi, thank you for calling Linksys. This is G. I'm going to help you today. I'm good. You have? Uh-huh.
00:00
Speaker 1
First, let's see. I got five nodes. Uh, you need the order number? Mm-hmm. Serial number? Mm-hmm. Let me see. 120. John. 20. Mary. 39. Adam. 1, 8493. Say that again. Okay, I want to see- Okay, what I want to do is I want to see if I can use these nodes so I get a better signal in my apartment. I got a three bedroom apartment and the signal is a little fugazi. So, I want to see if I could use the I'm.
01:00
Speaker 2
How about City of Churchill? Okay, let me just check on the exact in it, sir. And, um, my nose, sir, how can I help you today, sir? Yeah, I'll just need to check what device you are using.
01:00
Speaker 1
these no's they told me to use them so I want to get rid of the I guess the router of spectrum and use one of the nodes as a router, that way they all connect to each other model number. Let me see. Let me get a magnifying glass because I can't see. Hold on one second. We have a fine glass here. Magnifying glass. It's over there. It's in the desk behind the screen.
02:00
Speaker 2
I see. what is the model number of your linkages sir?
02:00
Speaker 1
Okay. Yeah.
03:00
Speaker 2
Do you see the model number now, sir? [silence]
03:00
Speaker 1
What do you need? What is what? Okay. [silence] The definitely yeah Now it's a matter nobody. Anthony yeah those others work Okay, very good now it's a matter nobody.
04:00
Speaker 2
Hello. Sir? Here you able to get the model uh model number sir? Hello, sir. [silence]
06:00
Speaker 1
Kwaku! what's the model number what's the model number of that what's the model number hold on one second Uh William Honda William zero zero 003 are you still there? 2/8 2/8/2003 00 three three Rick Rick sir did I go to go to go back Rick Rick accused of what she caught Victoria?
07:00
Speaker 2
hello yes yes sir yes hello sir we now have the model sir model number
07:00
Speaker 1
Okay, you need the uh model number that is it cover links Model number W like William, H like Honda, W like William, 03, W like winter Number 2 No, this is the this is the links Who you call? text support No, you call special No. No, who you call? No, this is not special, this is links that support the people that do this. [silence] This is legal company
08:00
Speaker 2
yes Sir WHW03 version 2 my now who is your internet provider spectrum right?
08:00
Speaker 1
Okay, I'll call you back. Let me finish over here.
09:00