V2 Rubric Detail — 28d8b372-6fe9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 16:24
Duration
17m 28s
Contact
Sue Beare
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134586
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Tv is not connecting to the internet
⚠ 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
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall14.9% (-11.1)

V2 Grader Summary

The agent correctly explained the effect of a hard reset (T3) and acknowledged the device was ISP-provisioned (R3 Partially Met), but failed to conduct any diagnostic troubleshooting, use available tools, or confirm resolution. Communication was disjointed, ownership was not demonstrated, and the customer effort was high. The call ended without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reported error 102 (no internet) across devices and router UI lockout after failed login attempts. Agent advised hard reset but provided incorrect URL (router.local.com), falsely claimed no internet loss, and failed to guide through reset steps or verify outcome. No model/serial collected. Call ended without resolution or clear next steps.

Troubleshooting Steps
  • Confirmed single-node setup
  • Identified device as ISP-preconfigured (To HMA)
  • Suggested hard reset without guiding through procedure
Key Observations
  • Agent provided incorrect router UI URL: 'router.local.com' (correct: http://myrouter.local or http://192.168.1.1 per KB)
  • Agent falsely claimed hard reset would not cause internet loss (KB states factory reset erases all settings, including ISP credentials)
  • No reset procedure provided (KB requires press-and-hold reset button 10-20 seconds)
  • No verification of reset completion or post-reset connectivity
  • Call ended without operational closure or clear next steps
  • Device identified as ISP-provisioned, suggesting warranty/support may be handled by ISP
Positive Highlights
  • Agent correctly identified device as ISP-preconfigured (To HMA), relevant for support pathing
Agent Errors / Gaps
  • Incorrect router UI URL: 'router.local.com' (should be http://myrouter.local or http://192.168.1.1)
  • Materially false technical claim: hard reset would not cause internet loss (contradicts KB)
  • Failure to provide standard hard reset procedure (press-and-hold reset button 10-20 seconds)
  • No verification of reset outcome or post-reset connectivity
  • No clear escalation path despite ISP-provisioned device context
  • Call ended abruptly with unrelated support numbers, no resolution or follow-up

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only said they would perform a hard reset and never confirmed the issue was resolved or achieved any outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting (e.g., speed test, modem check, WAN status) was performed before suggesting a reset.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified the device as ISP-provisioned but defaulted to a hard reset without first verifying if ISP-specific settings or remote diagnostics could resolve the issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask targeted diagnostic questions (e.g., signal strength, device-specific issues, modem status) and failed to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, router UI check, ISP status verification) were used despite the need to confirm connectivity before resetting.
T3 Met No misinformation conf 99%
Agent correctly explained that a hard reset erases all settings and briefly interrupts internet.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked clear framing, had long silences, and abrupt transitions; agent failed to maintain control.
C2 Not Met Confirmed understanding conf 95%
Agent used vague language and did not adapt to customer’s confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; offered a reset but did not guide through it or confirm completion.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up commitment was provided after suggesting the reset.
O3 Partially Met Closure confirmation conf 89%
Agent referenced prior technician (Trish) but did not use documented details to avoid re-asking questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required.
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 95%
Agent failed to acknowledge customer’s frustration or repeated effort; interaction was transactional.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to match customer’s emotional state or confusion.
X3 Not Met Overall experience conf 96%
Customer repeated information multiple times; agent did not streamline or reduce effort.
Call Transcript27 turns · 31 lines
Speaker 1
Hello. Can you hear me? Was it you I spoke to earlier about my internet connection with my TV? Was it you I spoke to? [KEEP_UNCERTAIN] It's 07541219676. Yes. Yes. Well, no, it's slightly different in that now my phon is saying, I just had a message come up on my phon saying unstnative internate. So I think there must be something on with the.
00:00
Speaker 2
Let me pull up your record here. Okay. Am I speaking to Miss Stue? Yes. May I know ma'am. are you calling for the same concern?
01:00
Speaker 1
I had to put the phone down because I found her quite unhelpful to be honest. I was like I can't deal with this anymore. So but now as I said there um my phone is now coming up with a message so I don't know what's going on. I'll let you talk to your colleague.
02:00
Speaker 2
Okay, just give me a couple of seconds, ma'am, I'm sorry, a minute, rather. I'll just need to check on the documentation of the case notes of the previous technician, okay? Oh, no, ma'am. It was Trish.
02:00
Speaker 1
Yes, sure. Okay. all right No, it's I keep getting a message saying um, an error message 102, which is saying, um, unable to connect to the internet. But on the linky, it was showing me that app, it was showing me that the TV was connected. But today, I don't know what's going on because I couldn't, first of all, I couldn't, she asked me to go and get my computer, which I did. And the computer wouldn't connect and then it took ages. And then, anyway, so then now I've just used my phone and and it said, um, I was watching a video on the phone and it told me that that internet was unstable, but it stopped because, and then I got a message saying unstable internet. [silence] Yes. the the app you use to look at the the the parental controls on is called Linkski, isn't it? [silence]
03:00
Speaker 2
Okay. Your internet provider is To HMA. Thank you.
04:00
Speaker 1
Hello. Okay. Yes. It, it, it gives me an error message on the TV saying, um, unstable internet connection. And up until then, uh, I hadn't, hadn't had a problem. I didn't think I had a problem
05:00
Speaker 2
Hello ma'am. Hi ma'am. Thank you so much for waiting. So, okay, so how many nodes you have in total ma'am? Just one. Okay. Okay, just you mention here that when you tried accessing the user interface uh it you get due to 229.8 error message.
05:00
Speaker 1
Wentrom with any other gadgets. when the repair man came he connected to the television with his internet and said that the TV was working. No the only thing that I this is where I lost the will to live because I tried to... she said to me, you need to go and [silence] put in.
06:00
Speaker 2
Okay, so, actually, ma'am, this device, this is actually a pre-configured router from the internet provider. And you didn't do any changes with the names, right? You, you're still listing the, with the node, okay.
06:00
Speaker 1
My, what was it, my something local, my router local. She said you need to put in my router local.com. So I did and then it wouldn't, she said, then she said you need to you need to fill in your router password. So when she said router password, I put in the password on the bottom of the router and it wouldn't accept it. So then she said and then I said you tried it three times and then she said you need to reset your password. So then I clicked on the reset password and I could see that the password that I was supposed to be putting
07:00
Speaker 2
Oh router.local. [silence] Oh. [silence] Oh. [silence] Mmm. Oh. Oh. [silence] Mmm.
07:00
Speaker 1
in IN was not the root disable, it was the password the tube, uh, on the internet My, when I, um, filled in the tube, it wasn't anything to do with the router password. So, I put in the password that I thought it was, and because I had that, it there's a hint comes up, it says, it gives it's a hint your password. I recognized it. And, um, so I put in what I thought it was. But basically, it locked me out. It said, you you, um, you haven't, um, you've tried too many times. And then it gave me a code, and then the computer wouldn't let me put the code in. So, this was obviously something weird going on.
08:00
Speaker 2
uh-huh. Mm-hmm. Okay. Yeah, that's the thing. What we'll do now, since you're having, still having the same issues, I believe, ma'am, we will go ahead and do a hard reset on
08:00
Speaker 1
Well, I, it sat, to reset the router, I did that. Well, I haven't done it since this afternoon, but I did it this morning when she was on the phone to me. Okay. It will do well to my router. It it will erase my router. Yeah. So, when you say it'll erase the, when you say it'll erase the data on my router, do you mean the password that's on the
09:00
Speaker 2
Okay. Yeah, yes ma'am. I was able to check on the documentation but then, uh, we will go ahead mom and um, do a hard reset instead. Just so that you know, a hard reset will erase all the previous settings that you did on your router. Including the password, it will erase all I'm sorry, yes?
09:00
Speaker 1
uh you mean the the bottom of the uh or or down or whatever do you call it um or do you mean the password that I use to get into my tube account tube tube yes my my whole tube account okay hang on yes okay because I'm standing right next to the router and my phone is not it's not uh it's not connected. It's it's using 4G to talk to you.
10:00
Speaker 2
everything will be erased ma'am like totally everything yes but then yeah we just need to set it up again ma'am uh if you have created a new wi-fi name for this then we can create it again
10:00
Speaker 1
So, I'm standing by the router. What do you want me to do? Hello, you still there? Oh, yeah. When you don't say anything, I don't know whether we've been cut off. Okay. So you want me to? No, but I know, but what I'm saying, oh, it's come back on now. What I was saying was that I was standing right by the router, and the router was saying it was on, but it was, there was no signal to my phone. And it's now come, it's now come back on again. So there's something
11:00
Speaker 2
Yes yes yes sorry for that anyways ma'am yes I've mentioned uh we will go ahead and do the hard reset on your linksys router on the on the node and you don't have to worry ma'am you will not lose your internet connection you might lose your internet connection for just uh just a few minutes and uh it will go back online mm-hmm Okay. Yes, it'll ought to switch.
11:00
Speaker 1
Okay. Yeah. It's a lot right. But, when I, I presumed that I was talking to Tube to to, um, get support, so I'm, I'm not talking to Tube then. Whom I thought-
13:00
Speaker 2
No, ma'am. We will not turn it off. UH, what we will do instead, since you're still having that same uh same issue. You will still uh. You're still having that problem with the uh with your browser, uh with your nodes. Um, let me just inform you, ma'am, that this node is a pre configured device from Tube and they installed a different firmware from this pre configured device, ma'am. Sorry, ma'am. Um, ma'am, uh what I mean is this is a pre configured. Yes, ma'am. This is a pre configured device from Tube. And since you're already did a troubleshooting from um on your end with us. [leaving at day interface]
13:00
Speaker 1
Yeah. six five five. Oh, my pen stopped writing. five eight. So, can you, yeah. OK. I'll read that back to you. So, it's zero two three nine two zero six five five five eight. Oh, what's this number you're giving me? Oh, I thought that's what you just gave me. More? Oh, uh. All right.
15:00
Speaker 2
065, 55, 58. Yes. Yes, that's the right number, ma'am. There's another number. This is for customer support. You might want to, uh, get this one. It's 023. Yes, this is for customer support, ma'am. Uh, yeah, that's another number, ma'am. They actually do have I believe this is for a customer support, uh, as well, but they have another number. So, if that other number won't work.
15:00
Speaker 1
Oh, I see, yeah, okay, carry on, O23 what? Yeah, 9, 300. 9, 300, 9, 300. Okay, so that's O23, 9, 300, 9, 300.
16:00
Speaker 2
and you can try the other one. Mm-hmm. Okay. So, the other number, the other number is 023 9300. 9300, another 9300. Mm-hmm. Yes. Either of the two numbers will. If the other one won't work, then you can try the second number. Uh, okay, thank.
16:00
Speaker 1
you see what I mean? yes, hold up. yes, I didn't realize that. okay. all right, thank you very much.c ourselves. okay, thank you very much indeed. thank you. bye bye.
17:00