V2 Rubric Detail — 22b54bea-74a3-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 16:45
Duration
7m 42s
Contact
Nick Rahn
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
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.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.44/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.8% (-22.2)

V2 Grader Summary

The agent failed to conduct any systematic troubleshooting, did not provide a resolution or clear next steps, and showed no empathy or ownership. No escalation was offered despite the issue remaining unresolved, resulting in an overall unresolved outcome.

V1 Case Analysis

Customer reports intermittent connectivity on Velop mesh; agent collected email and serial number, reported signal strength readings, but did not perform troubleshooting or provide next steps.

Troubleshooting Steps
  • Collected customer email address
  • Collected product serial number
  • Checked and reported signal-strength values from the mesh system
Key Observations
  • Agent did not follow standard mesh-troubleshooting flow (no modem/WAN check, no node reboot, no LED status verification).
  • No product model number or warranty status was collected or discussed.
  • Call ended without providing concrete next steps or a clear resolution.
  • Agent collected serial number at [06:00] but did not use it for warranty lookup or model identification.
Positive Highlights
  • Agent was polite and captured the customer's email address and serial number.
  • Agent supplied signal-strength readings from the system.
Agent Errors / Gaps
  • Failure to perform basic troubleshooting steps (reboot, WAN test, node LED check).
  • Did not collect product model number or verify warranty eligibility.
  • Provided no actionable resolution or follow-up plan.
  • Did not address environmental factors (humidity) mentioned by customer at [06:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The call ends with no confirmed fix, no verification of internet restoration, and no follow-up action provided.
R2 Not Met Diagnostic thoroughness conf 94%
Agent performed no systematic troubleshooting—no speed test, no node LED check, no reboot steps, only mentioned signal numbers.
R3 Not Met Correct resolution path conf 92%
No determination of warranty status, no escalation path, and no clear resolution plan offered.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Agent identified weak signal as a potential factor and reviewed current signal readings, showing basic diagnostic intent, though no root cause was established or systematically pursued.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used signal strength metrics (dBm) from the admin interface or WiFiMan, indicating use of a diagnostic tool; however, no speed test, LED check, or modem isolation was performed despite their necessity.
T3 Met No misinformation conf 93%
Agent correctly interpreted -68 dBm and -58 dBm as 'good' signal strength per KB guidelines (−65 or better = strong), providing factually accurate technical information.
Communication
C1 Not Met Clear & professional language conf 91%
Interaction lacks clear framing, agenda, or structured transitions; the agent places the call on hold repeatedly without explaining next steps.
C2 Not Met Confirmed understanding conf 90%
Agent uses vague language and does not confirm the customer’s understanding; the customer is left to repeat information.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent does not take ownership of the problem, hands the call off with a brief goodbye and no commitment to follow‑up.
O2 Not Met Proactive follow-through conf 93%
No next‑step plan or timeline is given; the call ends without a clear action item for the customer.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact; there is no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
The issue remains unresolved and no escalation is performed, even though the problem appears complex.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was initiated, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offers no empathy or acknowledgment of the customer’s frustration; tone is purely procedural.
X2 Not Met Tone & rapport conf 92%
Agent does not adapt to the customer’s confused, fragmented responses and does not check comprehension.
X3 Not Met Overall experience conf 91%
Customer is asked to repeat information, placed on hold multiple times, and receives no streamlined solution, increasing effort.
Call Transcript11 turns · 13 lines
Speaker 1
This is a link. This technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linkyness specialist. Hi, this is Megan from Linkness. Can you hear me Nick. Uh-huh. And it also happens to the main node, right? Not just on the extenders. Or the main node... Uh-huh. But when you're using your internet near the main node, was it seamless or you're experiencing buffering? [silence]
00:00
Speaker 2
but [silence] the internet isn't working. [silence] So. [silence] Uhm, but so the main node, yeah, the main main node is in an equipment closet mounted as high as possible for, you know, range reasons. [silence] So, it's, it's complicated to actually observe the light color on the main node. [silence] Um, so, I can't, I can't accurately answer that question. [silence] Oh, no buffering. [silence] I mean, it's on balance when the main node or any of the child nodes, uh, when we're online, I mean, we've we've got like gigabit plus type speeds. [silence] Uh, so
01:00
Speaker 1
All right.
02:00
Speaker 2
Uh, it's it's good. Or at least by my standards, it's very good. I'm I'm excited when it works. Sure, uh, I probably should make sure that that node came back first, though, right? Uh, yeah. So, connectivity details. Uh, all right. It says, it's on. And, um, sending our- our info. And what was the email address again?
02:00
Speaker 1
[silence] Sales@example[x].com. [silence] It shows Sense. Okay. Got it here now. So let me just check this one again. Good. All right. This is the signal strength I'm looking for. So from having -74 and -76, right now it's
03:00
Speaker 2
Got it. Okay. And while you're waiting for that to get there, I could check the signal strength on the wireless node. That's it. That was fast.
03:00
Speaker 1
negative 68 and the other one is negative 58. So these are already actually a good signal turn indicator. And let me just put this call on hold one last time. I'll just confirm if there's no other things that we need to do on your network okay. Thank you so much.
04:00
Speaker 2
Okay. Yeah. All right. Thank you. Yeah. All right, sure. [silence] All right, hold on a minute. Let me grab a, grab it.
04:00
Speaker 1
So it's all capital letters, L for Lima, T for Tom, S for Sam, and then 00, 114641. So that's LTS00, 114641. Thank you as well, Nick. Mm-hmm. Good. Bye.
06:00
Speaker 2
got it thanks all right I'm scared to yeah yeah I got that these they're in out buildings uh we live in Houston Texas um and it is incredibly humid here I'm with you know I don't know where you are but it's one of the more humid places uh so the connectivity of the remote nodes would go down
06:00
Speaker 1
uh-huh Bye. Oh. Like White Snake. Bye for now. Take care. Bye-bye. Have a good one. Bye-bye.
07:00