V2 Rubric Detail — 256da302-6042-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 18:21
Duration
7m 44s
Contact
Brooke Schuller
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership3.21/5
EscalationN/A
Customer Exp0.00/5
Overall19.1% (-3.0)

V2 Grader Summary

The agent failed to resolve the child node pairing issue, skipped documented troubleshooting steps, and provided vague, incomplete guidance. Despite referencing prior contact, the interaction lacked structure, technical accuracy, and empathy, resulting in an unresolved outcome with no meaningful progress.

V1 Case Analysis

Customer (Brooke) reports a mesh node with solid red LED that cannot be added. Agent suggested removing the parent node and reconfiguring, but no model/serial collected, no troubleshooting steps performed, and no fix confirmed. Follow-up promised via email.

Troubleshooting Steps
  • Suggested removing existing parent node and reconfiguring it as new parent.
  • Advised power-cycling devices without confirmation of execution or result.
Key Observations
  • At [03:00], agent advised removing the parent node and making it a new parent—contradicting standard mesh topology and risking network instability.
  • No model, serial, or warranty verification was attempted at any point.
  • Call ended at [07:00] with only a vague email follow-up plan, no confirmation of steps, and no closure.
Positive Highlights
  • Agent acknowledged the need for follow-up and attempted to schedule a callback, showing intent to continue support.
Agent Errors / Gaps
  • Failed to collect product model, serial number, or warranty status—critical omissions for hardware fault support.
  • Provided technically inaccurate advice by suggesting reconfiguration of the parent node as a new parent without reset or pairing procedure.
  • Did not follow the standard mesh-rebuild or node-pairing workflow from the KB (e.g., reset, 5-press, Pair button).
  • Abandoned call without confirming any troubleshooting outcome or establishing a concrete next step.
  • Introduced irrelevant discussion of refund estimates at [01:00], diverting from technical resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution of the child node pairing issue; only suggested removing the parent node and creating a new network without verifying success.
R2 Not Met Diagnostic thoroughness conf 93%
No structured troubleshooting steps were taken — no LED pattern verification, no Pair button guidance, no signal strength check, and no web UI use to diagnose the red LED issue.
R3 Not Met Correct resolution path conf 92%
Agent bypassed standard pairing procedures (Pair button or web UI) and instead recommended an undocumented 'remove parent and start over' method, which is not aligned with KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (child node not pairing, red LED) but did not ask targeted diagnostic questions or determine root cause (e.g., placement, firmware, backhaul).
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not direct customer to check http://myrouter.info, use WiMan for RSSI, or verify node status in the web UI, despite these being required for diagnosis.
T3 Partially Met No misinformation conf 84%
Power cycling and redefining parent node are valid steps, but agent omitted critical technical details (e.g., LED meanings, Pair button use, solid blue requirement) making guidance incomplete.
Communication
C1 Not Met Clear & professional language conf 88%
Agent failed to set clear agenda, used filler language ('um', 'okay'), and allowed conversation to drift without structured transitions or control.
C2 Not Met Confirmed understanding conf 87%
Agent used vague, non-technical language and did not adapt to customer’s level or confirm understanding; no comprehension checks or simplification of concepts.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent offered to follow up via email and callback, showing some ownership, but did not resolve the issue during the call or take active responsibility for fixing the node.
O2 Partially Met Proactive follow-through conf 78%
Agent mentioned future contact but timelines were vague (‘later today’, ‘Saturday or Sunday’); no concrete next steps or documented follow-up plan.
O3 Met Closure confirmation conf 90%
Agent referenced prior conversation: 'last time we spoke' and acknowledged previous attempt, showing use of case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the situation did not clearly require escalation (no hardware fault, no L2 trigger).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 86%
Agent used generic closing ('you’re welcome ma’am') without acknowledging customer frustration, repeated issue, or tenant-related complexity.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, disengaged tone, did not adjust pace or style, and failed to maintain customer engagement during confusion.
X3 Not Met Overall experience conf 88%
Customer had to repeat context and was given vague, non-actionable advice (e.g., 'remove parent', 'create new network') increasing effort unnecessarily.
Call Transcript9 turns · 11 lines
Speaker 2
Hi, how are you? [silence]
00:00
Speaker 1
For rated refund and just rough estimate, this is around $1. $5 or $4. Now this is based, yeah, and this is based on the date of purchase, okay? So, and deemed the device defective, I think, sorry. The last time we confirm that it's still made it paired, no solid blue, but when it's child, no, it can't be added. So, that will be, that's, the computation ends, basically, last time we spoke because I declared that on that date. So, but looking into the bright side, Brooke, okay? Now, it can be a child, you know, it's just that the color is red. We verify that one with two ways, okay? We check that on the Linksys app device. list and on this info now we can make that as apparent no okay but that would be a long shot I'm not sure if this is the best time to do this I can mm-hmm. Okay. how about this since we're communicating via email Brooke. okay? um you can update me later or uh what is the best time for me to reach you again to proceed in that process. okay? in that way. Uh, not really. Um, not really. We are going to remove your existing parent node, okay? And the node that we are working on, we're going to connect that to your modem. It will be a new, uh, parent node. And I'm sure you have other device uh, that, uh, what we can do is, okay, you just need to power cycle the device. So, the new connection comes, uh, you have a proper connection. And you should be able to reconnect to your new devices.
01:00
Speaker 2
That's what you want me to do, right? create a new network. Create a new network. Yeah. It's just like, I have so many, I have so many good. Right. I know that the devices will reconnect, but, like, one of the nodes is in one of my tenant's house. And then the other, there's another one. another one.
03:00
Speaker 1
Hmm. Uh. Oh, okay. Hmm uh. I see. I see. What do you mean? Um, okay. Um, ah, okay. Well, yeah, we can you can you can update Okay. It's okay. Um, Brooke. You have to wait for your tenants, right? So um, yeah Uh, like I said, we can communicate via email, Brooke. So um, and it up. Let me know if they're informed and Mm-hmm. Okay. All right. Okay. So um, this
04:00
Speaker 2
Yeah. Okay. Okay. Yeah. [silence] Yeah.
05:00
Speaker 1
[KEEP_UNCERTAIN] So, my shift starts 11:00 a.m. your time until uh hold on hold on one last. Yeah, that will be 9 hours. Yes. Starting from 11:00 a.m. until the ninth hour that will be available at that time. All right. Well, anyway, uh just update me, um unless uh unless if you have any questions, uh before we end the call? Hum. I see. Yeah. I see. All right, Monday, uh that would be great.
06:00
Speaker 2
Yeah. okay. Like nine? Okay. Okay. All right. Okay. No, it's probably going to be Saturday or Sunday my time. you work on those days or you don't work on the weekends, right? So maybe Monday because I'm going out of town on Friday or maybe later or maybe maybe later today. I don't know.
06:00
Speaker 1
I think okay alright that will be uh good time for me as well okay uh just let me know via email uh um I uh definitely uh call you back with that because um you're welcome ma'am and you have a great day okay take care bye bye bye
07:00
Speaker 2
Let me see who's... when people are going to be home. I could do it later today, possibly. OK. Sure. Thanks, Paulo. OK, you too. Bye. [silence]
07:00