V2 Rubric Detail — 2e1db89a-7936-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:28
Duration
10m 58s
Contact
Julia Cox
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135749
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ Auto-Zero applied: Avoidance/Evasion – agent never engaged with the customer, providing no assistance or guidance.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent did not respond to the customer's request about a router login password, offering no troubleshooting, guidance, or resolution. Consequently, no diagnostic steps, tool usage, or ownership actions were taken, resulting in a complete failure to address the issue.

V1 Case Analysis

Customer unable to log into router admin page; used Wi‑Fi password but it was rejected. No agent assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never responded to the customer's issue.
  • No collection of product model, serial number, or warranty status.
  • No troubleshooting steps were offered despite a clear login problem.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Complete lack of response or assistance.
  • Failure to follow basic protocol (no model/serial collection, no troubleshooting, no resolution path).
  • No communication of empathy, expectations, or next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided a resolution or outcome; the call ended with the customer still confused about router password.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken or documented; the transcript shows only the customer speaking with no agent response.
R3 Not Met Correct resolution path conf 96%
Agent did not assess warranty status, choose a resolution path, or offer any next‑step guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions or logical process were observed; agent remained silent throughout.
T2 Not Met Appropriate tools / resources used conf 96%
Agent never used any tools (remote session, admin dashboard, logs) that were required for a password‑login issue.
T3 Not Met No misinformation conf 96%
No technical information or recommendations were given to the customer.
Communication
C1 Not Met Clear & professional language conf 97%
Agent did not frame the interaction, set expectations, or maintain control; the call contains only the customer's monologue.
C2 Not Met Confirmed understanding conf 96%
There is no evidence the agent communicated at the customer's level or adjusted language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent never took ownership; no effort to resolve or avoid unnecessary transfer is shown.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow‑up commitments were provided.
O3 Not Met Closure confirmation conf 96%
No prior case history was referenced; the agent did not maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation decision was made despite the issue (admin password not working) likely requiring escalation or deeper troubleshooting.
E2 Not Met Escalation prep & handoff conf 95%
Since no escalation occurred, execution cannot be evaluated; the lack of escalation itself is a failure.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy, professionalism, or patience demonstrated; the agent never responded.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to the customer's tone or pace; no interaction is present.
X3 Not Met Overall experience conf 96%
Customer effort was not reduced; the agent provided no assistance, forcing the customer to repeat information.
Call Transcript2 turns · 6 lines
Speaker 2
Welcome to the Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
they don't they look pretty good, aren't they? sorry, I'm waiting online and I've got the noise of the music in my ears. Um, this is Tuesday. It's 2:00 p.m. tomorrow? Yes. what? I thought it was three. You thought it was three? that's done. it's 91,95 on the 3rd. do it again. they'll take a 91 time 85 on the 3rd. just come straight through. yeah, I know. we obviously trying the people to be able to, you know, deal with problems and fix them. Jesus Christ. [silence] Oh let me in. Linksys, still I'm trying to call them. [silence] It says use your router password. So I copied it straight from the wi-fi information and it says it's incorrect. This is the kind of thing I'm coming across. What the: rather peculiar error. Online routers, filled up 49 offline routers filled up 49. I think getting hold of somebody the other day was possibly a a a run off. You know the whole thing about the woman bringing up a family of four while working for directing cars. Well, it seems to be working again anyway, after a fashion.
01:00