V2 Rubric Detail — 28a49684-6515-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:41
Duration
16m 2s
Contact
Emily Tooley
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133036
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (C) — agent dismisses customer’s urgent connectivity issue by immediately pushing a non-refundable paid support session without attempting diagnosis or showing empathy.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
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 failed to perform any meaningful troubleshooting, misidentified technical details, and prioritized a non-refundable payment over resolving the customer’s urgent business connectivity issue. No valid resolution path was pursued, and the interaction lacked professionalism, empathy, and technical accuracy, leaving the issue entirely unresolved.

V1 Case Analysis

Customer (Emily) reports solid-red LED on Linksys router after switching from Spectrum to River Street modem. Agent identified no-internet condition and suggested ISP activation but offered paid support without troubleshooting or model/warranty verification. No resolution achieved.

Troubleshooting Steps
  • Asked for serial number
  • Identified solid red LED meaning no internet
  • Suggested checking modem activation with ISP
Key Observations
  • Agent correctly interpreted solid-red LED as no internet condition (ACCURACY strength at [11:00]).
  • Agent accurately noted that a new modem may require ISP activation ([14:00]), which aligns with KB guidance for Internet/WAN setup.
  • Agent failed to collect product model number, a critical protocol miss for troubleshooting ([09:00]-[10:00]).
  • Agent pushed paid support before confirming warranty status or offering self-help options, violating support-path protocol.
  • Call ended abruptly with silence, leaving no confirmed next steps or operational closure.
Positive Highlights
  • Correctly interpreted solid-red LED as no internet condition ([11:00])
  • Accurately advised that a new modem may require ISP activation ([14:00])
Agent Errors / Gaps
  • Failed to collect necessary device model information ([09:00]-[10:00])
  • Did not verify warranty status before offering paid support ([15:00])
  • Pushed paid support without performing any basic troubleshooting steps (power-cycle, WAN LED check, reset)
  • Requested to pause recording for payment before establishing technical need or eligibility
  • Failed to confirm customer understanding or set clear next steps before ending call
  • Did not offer any self-help path (KB article, email, online chatbot) after paid support offer

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent pivots to a paid support session without resolving the issue or offering a valid troubleshooting path, RMA, or education.
R2 Not Met Diagnostic thoroughness conf 97%
Agent suggests only one high-level check (wired computer to modem) but does not guide through any actual diagnostic steps like checking WAN status, rebooting equipment, or accessing router settings.
R3 Not Met Correct resolution path conf 97%
Agent ignores standard troubleshooting and warranty evaluation, instead immediately proposing a non-refundable paid session as the resolution path regardless of product status.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent fails to identify root cause, asks irrelevant questions (e.g., about Wi-Fi name 'Linxya Word setup'), and does not follow a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin dashboard, speed test, logs) are used or referenced; agent relies solely on customer description without verification.
T3 Not Met No misinformation conf 96%
Agent provides incorrect technical information (e.g., misidentifies router model as 'linksis', references non-existent network name 'Linxya Word setup').
Communication
C1 Not Met Clear & professional language conf 97%
Agent fails to frame the interaction, loses control by jumping to payment, and does not manage transitions or maintain focus on troubleshooting.
C2 Not Met Confirmed understanding conf 95%
Agent uses confusing, non-standard terminology and does not adapt language to customer’s level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent avoids ownership by redirecting to a paid service instead of attempting to resolve the issue directly.
O2 Not Met Proactive follow-through conf 97%
No clear next steps are provided beyond payment; no timeline or actionable follow-up is established.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted given the lack of proper L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent shows no empathy for customer’s urgent business need, uses a transactional tone, and pressures for payment.
X2 Not Met Tone & rapport conf 96%
Agent does not adapt to customer’s stress or urgency; communication remains rigid and disengaged.
X3 Not Met Overall experience conf 97%
Agent increases customer effort by demanding payment before help, failing to use available info, and creating unnecessary barriers.
Call Transcript14 turns · 15 lines
Speaker 1
I really care at this point, Yes, I wanted to see if I could get some help with connecting my wireless router to my internet.
06:00
Speaker 2
for Calling Nigerian this is May How can I help you? could I have the serial number for me to check if it's still in warranty
09:00
Speaker 1
I'm going to have to pay. Okay. Hold on. I'm getting back to it. I've stepped away from the desk 'cause I've been on hold for quite some time. I'm getting back to my desk now. The serial number is the serial number is 20J2060079300753.
10:00
Speaker 2
Yeah, so what's the serial number? Just the serial number. And how many lenses do you have there in total?
10:00
Speaker 1
yes. Solid red. um let me check on let me check on that, okay, when I go into my settings and then my network and internet I can see
11:00
Speaker 2
No, and are you calling for no internet connection? Karen. OK. What's the light stats of the main node? The one that is hard wirest to the modem. OK. Can you still see the Wi-Fi name Linxya Word setup on your Wi-Fi list? Can you see it broadcasting Word setup before we proceed to the page connect card? I just I just wanted to make sure first that this can still be recovered, OK? Because if it's deemed defective, the $[REDACTED_PAYMENT_DIGITS] charge will not be refunded. So check if it's still broadcasting for us to proceed with the payment.
11:00
Speaker 1
Setup for CB properties. And it says, no internet security. Yes. Yes. No. Okay. Let let me see. Let me see if I I I
12:00
Speaker 2
Okay. Just one. Only one. Okay. Do you have a computer that can be hardwired? Mm. I see. Just to set your expectation, just in case we did already everything, but we're still unable to make the router online, last option is to really check the modem's connection if it's still getting, I mean, if it's online, like having a computer wired directly to the modem just to check if it's still okay or not. Cuz we can then determine if the router can, I mean, the computer can go online while it's wired to the modem. Then that means it's the router's issue, just in case if we already exhausted the troubleshooting. Okay. [silence]
12:00
Speaker 1
can do this. I don't think that. I don't have anything on my computer that this modem will plug into. Um, well, see, I have spectrum and spectrum is my spectrum modem is offline. So I want to go back to my original River Street modem, which is still going to be active through the 12th of this month. So I just need to get connected to some way so that I can get payroll done for um my business. So I still have I'm I'm wanting to go back to what I was originally using, which is the River Street modem, which is still connected and active but I do
13:00
Speaker 2
yeah, you can check the modem first, for just to make sure that it's okay, it's like online. okay but you're already called spectrum just to make sure that their modem
13:00
Speaker 1
just can't get, [silence] once I connected to the spectrum, now I can't get my router, my wireless router to go back to recognizing the River Street modem. Okay, it's on, okay, let's see. It's on, the modem that I have for River Street is online, and it is active, but I cannot get my Linksys wireless router to recognize it. [silence]
14:00
Speaker 2
Okay. Oh, since you change the modem, uh, there's it's already a new modem. I mean, you plug in a new device, Emily, that modem should be activated first. Like, Spectrum should know, uh, you should like inform the internet provider, that you plug in a different modem, because, uh, probably it's really not online yet. The reason why your linksis is solid red. Uh-huh.
14:00
Speaker 1
Yes mam. Okay. Hello.
15:00
Speaker 2
okay. So, you're sure that it's raking. okay. All right. So, yeah, for the payment, it's just [REDACTED_PAYMENT_DIGITS] and it's not refundable. It's just one-time technical support session lasting [REDACTED_PAYMENT_DIGITS] minutes, okay? And then we will then go ahead and uh make your router online after. So, Emily, for this one, I need to pause the recording for me to gather your credit card info. Uh will then pass it to make sure that we don't keep a record out from it. And I'll continue the recording once the transaction is done. Do you have your card with you? already? Hello? [silence]
15:00