V2 Rubric Detail — 2b85755e-6a96-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:47
Duration
7m 19s
Contact
Bob Zuchowski
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133831
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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.
⚠ Auto-Zero applied: Agent exhibited avoidance/evasion (B) by refusing to engage in any technical troubleshooting for a new router setup issue, instead insisting on receipt submission as a precondition for help — a clear evasion of support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps for a new router that wouldn't connect, despite the customer having a working modem. Instead, the interaction focused exclusively on warranty status and receipt collection, with no empathy or ownership demonstrated. The call ended with no resolution and no actionable path forward, constituting a critical failure due to avoidance of technical support.

V1 Case Analysis

Customer unable to set up new MR1800 Maxstream Wi-Fi 6 router; agent verified out-of-warranty status and requested receipt for warranty update without performing any connectivity troubleshooting.

Troubleshooting Steps
  • Collected serial number and model number
  • Performed warranty status lookup
Key Observations
  • Agent failed to perform any basic router setup troubleshooting despite clear connectivity issue (internet works via modem but not router).
  • No verification of WAN/LAN connectivity, router LED status, or admin interface access was attempted.
  • Agent ignored customer's diagnostic clue that internet works when connected directly to modem, indicating a router configuration issue.
  • KB references (universal_device_setup_scenarios.md and universal_password_login.md) explicitly require logical troubleshooting path (modem/WAN validation → router state → client behavior), which was not followed.
  • Agent did not provide any self-help resources (KB articles, setup guides) when customer declined paid support path.
Positive Highlights
  • Collected serial number and model number accurately from customer's phonetic spelling.
  • Correctly identified warranty status through serial lookup (ACCURACY confirmed as 5).
Agent Errors / Gaps
  • Failed to follow standard router-setup troubleshooting flow per KB (no verification of WAN/LAN, router LEDs, or admin interface).
  • Prioritized warranty/paid-support discussion over immediate technical assistance for a new product setup issue.
  • Did not acknowledge or leverage customer's diagnostic information (internet works via modem but not router).
  • Did not provide any self-help resources (KB articles, setup guides) when customer declined paid support path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; customer disconnected without the router working or a clear path forward beyond sending a receipt.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all diagnostic steps (e.g., LED check, Ethernet test, admin login) and jumped straight to warranty/receipt discussion.
R3 Not Met Correct resolution path conf 95%
Despite the device being new and the customer in a transitional move, agent refused any best-effort troubleshooting without a receipt, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms (e.g., no internet despite modem working), ask about physical connections, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — no remote access attempt, no guidance to http://192.168.1.1, no speed test, no LED status check — all essential for setup issues.
T3 Met No misinformation conf 90%
Agent correctly stated warranty duration (one year for new devices); no technical inaccuracies in provided information.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, no agenda, no control during silences; agent allowed conversation to stall without redirection.
C2 Not Met Confirmed understanding conf 93%
Repeatedly demanded receipt in rigid tone despite customer explaining it was inaccessible due to moving; no adaptation to stress or context.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership of the technical issue, shifting focus entirely to administrative receipt collection instead of problem-solving.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested sending receipt later, but gave no timeline, no confirmation of follow-up, and no guarantee of support upon receipt.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was a basic setup problem resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy shown; generic 'I understand' without acknowledging the difficulty of moving or losing access to documents.
X2 Not Met Tone & rapport conf 92%
Agent used a transactional, inflexible tone throughout, failing to adjust to the customer’s stressed and confused state.
X3 Not Met Overall experience conf 95%
Customer had to repeat model/serial multiple times; asked for receipt that was physically inaccessible, creating avoidable effort.
Call Transcript14 turns · 14 lines
Speaker 2
Welcome to Lynx. Excuse me. To ensure quality service, your call may be monitored and recorded to help you better. For in-warranty products, our support teams are available to help with performance and hardware issues. Register your product by visiting register.lynxis.com. Please have your device's serial number ready. For assistance, please press one now. For out-of-warranty products, paid support may be available depending on the issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. While we cannot proceed, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Lexis. My name is Jairrei. To help improve our service, please identify. [silence]
00:00
Speaker 1
Bob, okay. Ow! Yeah, I uh, I, I, um, setting up a new router and uh, I had, I set up a new, my modem and um, did everything, got the app and all, and I'm still not connected. Hello? Okay, hold on. Let's see here. Ah. I'm looking on the bottom of it. I'll go to the box. Hold on. Yeah. Damn, it is a Maxstream dual band wi-fi 6 router. [silence]
01:00
Speaker 2
What is the serial number and model number of your new system?
01:00
Speaker 1
ex 1800 which is 1.8 gigabytes per second, okay. Okay. How come it doesn't say serial number under here? I've got oh, here we go. 03 Charlie 1 0 Mike 2 Charlie Bravo 0 0 5 1 6.
02:00
Speaker 2
All right. I need the correct model number. We can start with the serial number instead. Not checking. So your first name, you said Bob, right? [silence]
02:00
Speaker 1
Right, right. Zykowski. Z-U-C-H-O-W-S-K-Y. Maybe Robert. Zykowski really. Yeah. Zulu Uniform Charlie Hotel Oscar Whiskey. Sierra Kilo India. Z. U-C-H-O-W. R-S-Z-P... C-O-L-A. 1-9-7-5. Yeah. Cocks cable. Yeah. [silence]
03:00
Speaker 2
What is your last name? That was too fast. One more time. What is your email address? What is your internet provider? Got it. Is this a brand new router or this was working fine before?
03:00
Speaker 1
Oh no, it's new. I just open the box. Oh Jesus, I don't I'm in a process of moving and my old one went out and then I got everything packed up, important papers and stuff. I'm physically moving from this house to another. So I couldn't get you that. But I know I bought it on a military base, navy base in their electronics section. Okay. All right. So what do you need to update, whatever you have to do.
04:00
Speaker 2
brand new later. Let me update the warranty for you. Can you send the receipt? The copy of the receipt? I see, I understand it. Well, the reason we're asking is that when I check the serial number right here, it shows out of warranty, I need to update the warranty so that you won't be charged because for out of warranty devices, we charge $15 to assist.
04:00
Speaker 1
Well, I I I I tell you I'm physically moving from this house moving up the road 20 and my internet went out because my uh uh the other modem and stuff and I was holding off to change it to the new one till I get to my new house and so it just went out and so I had a set up that I set up the new modem and uh and I went through the app that you said in your instructions and all that stuff and it's still not I'm getting I'm getting uh you know out of the modem directly ethernet to the uh laptop, it works fine, but then when I hook it in to the back of the router and I went through the procedure and all that. No, I'm not going to pay for it, I just bought the damn thing.
05:00
Speaker 2
I need a copy of the receipt to update the warranty. Without that, you'll be charged $50. This will redeem us out of warranty. I understand that. So, are we going to do the paid service instead? [silence] [silence] [silence]
05:00
Speaker 1
All right, all right. Yeah, okay. So, it's out of warranty already? Is that correct? That model number? Yeah. I understand, and I told you my situation. I cannot find it right now. So, the only other, you're saying to me the only other way is to find the receipt which is in a file cabinet in a storage unit that I'm renting out. Is that what you're saying? Thanks a lot. All right. What is the warranty on this anyway? Please. [silence]
06:00
Speaker 2
That's what I'm saying. I need a copy of the receipt. If you can send that, I can update the warranty. If that's not possible right now, you can send it later. It's probably an old stock. I just need a copy of the receipt. [silence] Unfortunately, that is the case. [silence] If it's brand new, it's one year. [silence]
06:00
Speaker 1
Okay, okay. All right, I'll have to get back with you. Uh, there's always problems. Thanks for all your help. Thank you. Nope, nope, you've helped me a lot.
07:00