V2 Rubric Detail — 337e24a8-8211-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:56
Duration
8m 47s
Contact
989-928-1156
Issue Type
—
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137692
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall31.1% (+11.1)

V2 Grader Summary

The agent provided technically accurate power-cycle instructions but failed to apply the logical diagnostic process outlined in the KB, specifically skipping the use of the router's web interface to check WAN IP and logs. No ownership or follow-up was established, and the agent failed to acknowledge customer frustration, leading to an ownership gap and an unresolved issue.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer terminated the call with 'Bye' after expressing frustration and desire to resolve with Spectrum; no resolution or valid escalation path was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed a power cycle of both modem and router, which is a relevant first step, but did not proceed to further diagnostics like checking WAN IP, ISP status, or signal logs despite customer reporting recurring drops.
R3 Partially Met Correct resolution path conf 85%
Agent followed a standard L1 troubleshooting path (power cycle) appropriate for initial contact, but failed to assess whether deeper investigation or escalation was needed given the persistent nature of the issue and customer’s prior ISP interaction.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (intermittent drops), asked about device types (wired/wireless), and observed router behavior, but did not follow the logical isolation sequence in universal_speed_diagnosis.md (Step 1: Test ISP connection first by connecting PC directly to modem) effectively, as they abandoned the attempt when the customer mentioned cell signal issues.
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use the router's web interface (http://192.168.1.1) to check WAN IP or logs, which is explicitly required in universal_wan_ip.md and universal_speed_diagnosis.md (Step 3) to isolate the bottleneck, relying instead on a simple power cycle.
T3 Met No misinformation conf 99%
Power cycle instructions (unplug both, wait 20 seconds, plug in modem first, wait 2–3 minutes) are technically accurate per universal_speed_diagnosis.md and universal_factory_reset.md guidelines.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and gave a clear instruction, but failed to set expectations about next steps, did not manage the transition when customer expressed frustration, and allowed the call to end without closure.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and confirmed connection types, but did not adapt to customer’s growing frustration, check understanding of steps, or simplify further when customer showed confusion about Ethernet testing.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership beyond the power cycle suggestion; no follow-up was offered, and the case was effectively closed by instructing the customer to 'observe for 24 hours' without commitment to re-engage.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a next step (observe after power cycle), but gave no timeline for follow-up, no callback commitment, and no clear owner if the issue persisted.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Despite limited troubleshooting and a complex, recurring issue involving ISP coordination and potential hardware instability, agent did not consider escalation to higher tier or technical support despite clear signs of unresolved problem.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent failed to acknowledge customer’s frustration, repeated efforts with Spectrum, or emotional state; no empathetic statements were made despite clear signs of distress and urgency.
X2 Not Met Tone & rapport conf 96%
Agent continued with a procedural tone despite customer’s confusion about Ethernet testing and expressed desire for remote diagnostics; no adjustment in pace, tone, or approach was made.
X3 Not Met Overall experience conf 95%
Customer was asked to perform a power cycle and wait 24 hours without any agent-side actions (e.g., remote diagnostics, logs, or ISP coordination), increasing effort without reducing friction.
Call Transcript18 turns · 18 lines
Speaker 1
So there's a worker say there's someone to Yes, I was on the phone with spectrum and they wanted you to. I keep having uh internet drop page and they wanted you to check and make sure it wasn't the router. the model number?
00:00
Speaker 2
Welcome to. to ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hello, thank you for calling technical support. This is. Mr. Hamiya. [silence] Oh, I see. All right, let me check that one out here. before I proceed, kindly provide the model number and the serial number of your router. [silence] Yes,
00:00
Speaker 1
okay the model number is MR 9000. You ready for the serial. 32 A 1 M 2CA 0496. No. I'm pretty sure it's the modems are my internet service, but they won't listen to me.
01:00
Speaker 2
Yes. model number and serial number of the router. [silence] yes please. [silence] and also just to confirm, did you upgrade your subscribed speed lately or change your modem? [silence]
01:00
Speaker 1
The only time is when I noticed the modem online light go out for a minute, which I told them about, but they don't believe me because it didn't show up on the modem, but on their end, even though I told them it did. Is what- what- what part?
02:00
Speaker 2
Right. So you mentioned that you have a dropping connection. So every time the connection drops, sir, did you observe the lights on the router? Is it changing, like the behavior of the router? Hmm. All right. And you're connection, is it wired or a wireless connection? Okay. [silence] So wireless, you connect it through wifi.
02:00
Speaker 1
my playstation's hardwired to the router and everybody else's is uh, Wi-Fi, yeah. I'm having choppy connection's okay. We're yeah, we're playing games and then the signal will drop and then and then we get kicked out of the game. that's everything. Everything gets dropped at the
03:00
Speaker 2
Mm-hm. All right. So, if I may, I'm sorry, which device is having a dropped connection? Are you having a dropped connection? Yes. Um, is it when you're browsing or like doing some gaming? Mm-hm. All right. So is it um, on your video games or also on the other devices, like your TV, your phone? Mm-hm.
03:00
Speaker 1
Just for like a little bit. [silence] What do you say? I've restarted everything.
04:00
Speaker 2
Mm-hmm. Okay. Trouble [ silence ] reading have you done so far, sir? What trouble shooting have you done so far? Um, when did you restart it?
04:00
Speaker 1
I restarted the modem uh yesterday yeah but I don't think the router was a problem so but I don't know are you uh gonna look into it or like view the signals or what did you say? do I have a computer
05:00
Speaker 2
do sir only the modem not the router, sorry [silence] Do you have a computer or a laptop, sir, that you can, uh, wire directly to your modem or a laptop or a computer that you can wire your modem? Yes, that, uh, you ca.
05:00
Speaker 1
uh-huh. Uh-huh. I don't think so. Now, I only got a laptop. I don't think I have a can't wire you into it. Well, maybe, does this have to stay plugged in? No. um uh-huh. Um uh-huh um uh-huh. uh-huh uh-huh. plumb the modem, so don't have the router hooked up?
06:00
Speaker 2
Connect your modem directly to that computer or to the laptop using an ethernet cable?I'm hide literally to the modem, sir.Yes.
06:00
Speaker 1
Well, if I do that, I might lose you. I can only talk on Wi-Fi so I have bad cell signal. Well, don't. I mean, it's fine right now.
07:00
Speaker 2
I see. All right. How about this, sir? Um, we will power cycle the router and also the modem, like, unplug, both the modem and the router from the power source, and wait for 20 seconds before you plug back in the modem, and then next is the router. After that is the router, and wait for two to three minutes until the router and the modem are stable, and observe the connection after. Yes, you can. [silence]
07:00
Speaker 1
Well, the, can you just run the signals for me because if I keep having a problem. I want to get it fixed with Spectrum. God. All right. Bye
08:00
Speaker 2
try to check that one out. here sir like unplug it and then observe the connection within 24 hours if you still have dropping connection on that case then that's the time you will isolate the problem. [silence] um we don't have that option here sir but only the option is to power cycle the router and observe the connection sir after.
08:00