V2 Rubric Detail — 3673b456-6e99-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 00:19
Duration
24m 40s
Contact
Terri Hart
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134381
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless Connection Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately offering a paid service and redirecting to self-help without performing any standard troubleshooting or warranty verification, effectively evading support duties.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any required troubleshooting, offered an unsupported paid service, and abdicated ownership without resolving the connectivity issue. Despite polite communication, the lack of technical engagement and evasion of diagnostic responsibility constitutes a critical failure under the rubric, warranting an auto-zero for Avoidance/Evasion.

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%
Agent sent instructional videos but did not resolve or confirm resolution of the internet connectivity issue with the WHW03.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., LED check, reboot sequence, local login, firmware verification); agent skipped directly to paid service offer.
R3 Not Met Correct resolution path conf 96%
Agent offered a paid connection service without determining warranty status or attempting standard diagnostics, violating OOW best-effort protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent stated router isn't communicating with modem without diagnostic evidence; no root cause analysis or relevant questions asked.
T2 Not Met Appropriate tools / resources used conf 94%
No use of required tools (e.g., remote diagnostics, local UI access, speed test) despite the issue being diagnosable via standard methods.
T3 Partially Met No misinformation conf 90%
Agent correctly noted firmware updates are conditional, but promoted an unsupported paid service not documented in KB articles.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent introduced themselves and collected basic info, but abruptly shifted to a sales pitch without framing the transition.
C2 Partially Met Confirmed understanding conf 89%
Agent repeated email spelling but did not confirm customer understanding of technical steps or adjust for confusion about accounts.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent failed to take ownership by offering only an email and paid service instead of guiding through resolution.
O2 Not Met Proactive follow-through conf 96%
No specific next steps or timeline provided; customer left to self-resolve with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent used polite language and apologized briefly, but did not acknowledge customer frustration or effort.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a steady tone but did not adapt pacing or simplify language when customer expressed confusion about accounts.
X3 Not Met Overall experience conf 95%
Customer had to repeat email address multiple times and was directed to self-help without agent-side troubleshooting.
Call Transcript21 turns · 28 lines
Speaker 2
Welcome to Luxxsys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register dot Luxxsys dot com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available to please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Ableton.com. ारीजी said that we have to access everything through the application and you're on the website. Yeah, and no, I was going there because I see two different things right. I see you um two different accounts. One is linksysmanagement.com and the other is smartwiflis. Yeah, yeah, okay. But the password that you need to choose is not. Okay. do you need the password for KDS 199? [silence] do you need the password for KDS 199? I have that. Isn't that screen has a model and trade budget on that enough. The password. X. Model password. [silence] [silence] [silence] [silence] [silence] Yeah. That's good. [silence] [silence] [silence] I'm curious that he has never come back I've been here and I don't have any idea which keeps buttons right I think I'd like to share other thoughts. some
02:00
Speaker 2
you for calling lynx is. this is epi. how can i help you? are you speaking english?
14:00
Speaker 1
Bear with me for one. It makes. It is. I have a serial number. Um, sure. 20 J, 10 C 65 801336. [silence]
15:00
Speaker 2
Yes ma'am. Can I have the model number and the serial number of the Linksys device? Just try to look underneath it. [silence] Yes. Can you have it please? [silence] Okay. Let me just check.
15:00
Speaker 1
Um, um so this evening, we uh disconnected it to move some things around in our, um our room. And when we tried to reconnect it, um the Wi-Fi signal, or, or the, um, I'm sorry, we had it hardwired, so uh the internet signal doesn't appear to be successfully finding the V'lop. Um we've confirmed that our internet is uh functioning and, like, we've rebooted our modem to, um make sure that it's properly, um providing service to the V'lop. Um we've plugged the ethernet cables into our TV, into our computers and, like have no issues with those devices. It just seems to be, um an issue for the V'lop. And, um I don't remember, I don't know if it still works on the wireless.
16:00
Speaker 2
at the moment so you have a w h w three and what seems to be the problem okay
16:00
Speaker 1
Sure. My name is Terry. T-E-R-R-Y. Hart. H-A-R-T. Hart. H-A-R-T. Terry.heart@hushblackwell.com. I actually, uh, I sent over logs a minute ago to, from the, the mobile app to that email, from that email address.
17:00
Speaker 2
Okay. Okay. Yeah, we will only perform a firmware update ma'am if there's really an issue with the router. So, uh, it seems that right now the router, the Lincsis is just not communicating properly with your modem and that's the reason why the it's not working. So, um let me just create a record first. Can I have your name? Uh-huh. I'm sorry. Um your last name? And your email address. Uh-huh. Okay, so that's Terry.heart. Sorry about that.
17:00
Speaker 1
the domain is h u s c h B L A C K W E L L.com
18:00
Speaker 2
Oh, that, terry.heart@(Your email), okay, alright, so it's hushblinkwell.com, alright, and uh how many nodes do you have in, total? So, the parent node and the child node, okay. And who is your internet provider, internet? I'm sorry, come again, ma'am. uh, PDS, okay
18:00
Speaker 1
T as in Tom, B as in dog, S as in Sam. Over 10 years. OK. OK. OK. Yeah, I think so. I'm just going out there right now to see what's available.
19:00
Speaker 2
So, you can ask our AI how to set up the parent node WHW-[REDACTED_PAYMENT_DIGITS] Now, the second option is our paid connection service that will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting, ma'am. And the service is non-refundable by the way. So, you can either go for our website first or you can go for our paid connection service, ma'am. And if you want, they can also email you some videos, I mean, instructional videos and how to add this parent node as well as the child node. So, how would you like to proceed? Would you like to do the support site first?
20:00
Speaker 1
Um, from what you can see, do you, are there are they firmware updates? Well, you would only know if it needed firmware updates if you could gather diagnostics from the device. Okay. ♫ [♪] ♪ Okay. Okay. Okay. Um, yeah, if you would like to.
21:00
Speaker 2
Yes, we need to access the router settings ma'am to check the current firmware version because we have no access of your router. Yes. So I can send you the instructional videos and how to how to add this parent node as well as the child node. So once you have it set up you can always check the user interface the current firmware version if it's the latest one. All right.
21:00
Speaker 1
please email me the information that you have. I think that would be great. Yeah, my. Maybe let me spell it for you one more time. It's Terry spelled T as in Tom, E-R-R-I dot.
22:00
Speaker 2
[silence] yes, ma'am. I just sent you the email. So again, your email address is perry,heart at h-u-s-c-h Blackwell Blackwall.com. [silence] Okay.
22:00
Speaker 1
HART@huscho~ TL ackwell dot com. Perfect. Yep. I'm just not seeing it come through yet. Yep. Silence.
23:00
Speaker 2
Mhm? Yes? Yes, uh, that's what I have here, ma'am. So that's the, uh, your first dot last name, Terry, heart at H-U-S-S-N-S-M-C for Charlie. H is in Hotel and then Blackwell.com. Right? You may check the spam, ma'am if uh, if it's in there, it should be from link this, because I just sent you the email.
23:00
Speaker 1
Okay. Mm-hmm. There it is. I just got it. Yes. Thank you very much. I appreciate your help.
24:00
Speaker 2
Uh I sent it twice. I I sent the email twice. Oh Okay Yeah So you may try those Yeah you may try those steps, ma'am, and thank you again for calling Linksys. This is Epi. You do have a great night, ma'am. Take care. Bye. Bye. Bye.
24:00