V2 Rubric Detail — 413750ea-7b2e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 00:36
Duration
28m 39s
Contact
Bryce Well
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136114
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 - vacuum cleaner cannot connect
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall32.6% (+4.6)

V2 Grader Summary

The agent failed to resolve the robot's Wi-Fi connection issue due to technically inaccurate guidance (incorrect password, unverified port claims) and incomplete troubleshooting. While partial ownership and communication efforts were made, the interaction ended unresolved with deflection to the manufacturer. No critical compliance failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer unable to connect Shark robot to 2.4 GHz Wi-Fi; router admin password not accepted; agent provided incorrect login guidance and falsely claimed DNS/ports were open without verification; no resolution achieved.

Troubleshooting Steps
  • Asked if a computer was available for router access
  • Suggested downloading the Linksys app
  • Attempted default router login with admin/admin (incorrect guidance)
  • Falsely claimed DNS and ports were '100% good' without verification
  • Guided customer to robot’s pairing mode via the Shark app
Key Observations
  • Agent never obtained the Linksys router model or serial number.
  • Incorrect assumption that the default router password is admin/admin without verification.
  • Falsely claimed DNS and ports were '100% good' without accessing the router.
  • No clear next-step or escalation path was offered before ending the call.
  • Agent’s instructions were vague and did not resolve the connectivity issue.
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Attempted to use the Linksys app as an alternative troubleshooting method.
  • Asked the customer to try using a computer for more detailed router access.
Agent Errors / Gaps
  • Provided wrong default admin password assumption (admin/admin is not universally correct).
  • Failed to collect essential product information (model, serial, warranty).
  • Did not verify router access before proceeding with troubleshooting.
  • Falsely claimed router settings (DNS/ports) were correct without verification.
  • Gave inaccurate technical guidance about Wi-Fi connectivity requirements for the Shark robot.
  • Ended the call without a confirmed resolution or actionable next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolves the robot's Wi-Fi connection issue and concludes with 'you will have to call shark' without confirming connectivity.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempts router-side checks (ports, 2.4 GHz) but skips systematic diagnostics like verifying settings via router admin interface or logs, relying on unverified verbal claims.
R3 Partially Met Correct resolution path conf 87%
Agent recognizes the issue involves a third-party device and shifts to best-effort support but fails to fully assess Linksys router configuration or offer complete troubleshooting steps before deferring to manufacturer.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent skips logical diagnostic process, claiming ports are '100% open' and DNS is 'good' without verification, and fails to narrow root cause through targeted questions or evidence-based analysis.
T2 Not Met Appropriate tools / resources used conf 97%
Agent never accesses router admin interface (http://192.168.1.1 or http://myrouter.local) or uses logs/remote tools to verify settings, relying solely on verbal assertions.
T3 Not Met No misinformation conf 96%
Agent provides incorrect default password guidance ('Try Admin admin' with capital A) and makes unsupported claims that ports are '100% open' and DNS is 'good' without verification, contradicting KB accuracy standards.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintains basic call flow but loses direction with long silences, abrupt transitions, and fails to set clear expectations or guide the interaction toward resolution under pressure.
C2 Partially Met Confirmed understanding conf 84%
Agent uses simplified terms but does not consistently confirm understanding; customer repeatedly expresses confusion about robot vs. phone Wi-Fi connection and requires repeated explanations.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent remains on-call and attempts resolution but ultimately defers to manufacturer (Shark) without exhausting all Linksys-side troubleshooting paths, failing to take full ownership of the case.
O2 Partially Met Proactive follow-through conf 81%
Agent confirms router settings are 'good' but provides no concrete next steps, timeline, or follow-up plan—only suggests contacting Shark with no documented commitment or ownership of pending actions.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact with no prior case history referenced or observable; no handoff or continuity requirements apply.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred on this touch, and none was warranted—issue involves third-party device setup, not complexity beyond L1 or internal escalation need.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was executed; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expresses generic understanding ('I understand') but fails to sincerely acknowledge customer's frustration or repeated failed attempts, offering minimal empathy throughout the interaction.
X2 Partially Met Tone & rapport conf 83%
Agent attempts guidance but pacing is inconsistent; customer shows signs of confusion and overload (e.g., 'I'm on my phone, we have no computer'), which agent does not fully address or adapt communication to.
X3 Partially Met Overall experience conf 85%
Agent asks customer to obtain a computer despite explicit statement of unavailability, creating unnecessary effort; however, attempts to proceed via phone and avoids major delays or repetitive steps.
Call Transcript39 turns · 48 lines
Speaker 1
This is Lynxist technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynxis specialist. Okay, we will call. Hi. Brice? Brice? You're there? Oh, sorry for having too, too, I got engaged with another long call and that was that there was a thunderstorm and then had to have to help the guy, this old lady. I'm in California. So, I, anyway, tell me, uh, I check on our system. I research on this one. There actually no need for you to open the ports that was mentioned to you because it was curgently open in your device. Your model is already open. 100%I verify that one. Now, let's try another way, uh, the 2.4. Let's try to reconnect. Let's, um, confirm.
00:00
Speaker 2
Is that them? yeah. s sir. yes s sir. okay. where you located at? oh you're having bad storms okay. that's water soft.
00:00
Speaker 1
You're trying to connect it using an app right? When you open the sharp purpose app, there is an option for you to stay connect to the network. You saw that one? me it trust me then go
01:00
Speaker 2
yes I'm trying to connect to the um uh to the uh shark row by that uh yeah I'm trying to what was it was it shark I was on the phone with or was it who is on the phone with me shark yeah I'm trying to uh I'm trying to bring up some uh emails here for you to uh uh so I can read them to you brother so I so you know so you know what's going on that's what I want to do I'm working on it I'm trying to I'm trying to man why is it keep doing that
01:00
Speaker 1
Oh, sorry I pressed the wrong button. Go ahead. Yes go ahead. Yes read me.
02:00
Speaker 2
okay, what does
02:00
Speaker 1
There's a very I understand what else is that it you know there's um-Love um-Rose
03:00
Speaker 2
okay, so it says, uh, router ports, it says, make sure these ports are open and not blocked, number 80, number 443, number 53, uh, number, uh, number 55,055 and number 55,056. It says, these are the tips here brother and which we are, we are using a 2.4 GHz uh, broadband. Uh, I think I've even, uh, you know, uh, I've had computers even older than this, but uh, I'm hoping you know what you're talking about when saying all this. i'm doing this for a neighbor and I have one of these myself and mine connects but I've I've had mine for years and I could've swore that it's connected to a 5g but uh at this particular time we during the attempts with Sharks out to um to uh uh connect these things. Uh it was on uh 2.4. So anyway, are you still there? Okay, so next, it says gotta other than use the 2.4 gigahert, says avoid special characters in your wifi and your password, which we don't have none of those in the why for the password. It says uh keep your wifi name and password simple and alpha alpha numeric near the roamer numeric, the alphanumeric, which is okay. That's what we got. Make sure your robot's Mac addresses isn't blocked, which I don't know. They they told me that there's nothing that links.
03:00
Speaker 1
do you have a computer we can work with? we need a computer because we need the bigger screen and more options not available on the App. tablet. bigger screen? that's okay. all right then
05:00
Speaker 2
just has to do with um blocking the uh MAC address. But anyway, that's, that's what they sent me to tell me the reason why we cannot connect to my shark robot. I can. Yeah, I can. I do not. But I, I'm on my phone. I have his phone. We can work with. what? What? All five. Okay, so what do we, what do we need to do on the computer because we have no computer. We're lucky to have some smart cell phones. Did you hear me?
05:00
Speaker 1
Yeah, I hear you. Go ahead. Do you have- Did you download the Linksys app on the phone? on his on his phone. Okay, can you download the Linksys app on the user's phone?
06:00
Speaker 2
getting another bar thank you I believe I did on my phone not on the users phone yes I sure can it be downloaded on my phone I'm getting ready to okay well five okay let's see here brother okay I'm working on it right this minute I'm Well, I guess you're not really missing anything if it's raining those out there real bad. I guess you don't have to worry about doing anything, right? Yeah, I understand. We're in Central Time zone, so we're almost 8:00. Let's see, Linksys, right? Linksys. I'm sorry. Okay. Should I do the Linksys Smart Wi-Fi, the Linksys Smart Wi-Fi app, the Linksys router app, the Linksys app or the Linksys. It looks like two L's with a dot. All right, I'm installing it.
06:00
Speaker 1
Yes, please, yes, uh, try admin, try admin, or if he may have changed it, I hope he didn't change it. Good. Try Admin admin. Yeah, try A-D-M-I-N, small letters, no key.
08:00
Speaker 2
All right, I'm going to do the password. That's what it's asking me. Okay. Logging in. It says, sorry, that's the incorrect password. This is the router's password. It's not a capital A, it's lower case. I already did that. Okay. I got the router's password and it's not working. Oh, for the password. SmartAddress.
09:00
Speaker 1
Yeah. A.D. Ah, there is no way. Uh, nothing else. By the way, what is the Wi-Fi name of your neighbor? How many Wi-Fi name? 2.4 and 5G and they separate? Hmm. All right. We cannot login to the router. He changed it. I cannot recover the router password. All right. Let's go to the app of the shark. Let's try. to see the arrow.
10:00
Speaker 2
uh, gonna, gotta see, eh, I put admin smart address, all altogether, no spaces. And it says, sorry, that's incorrect, you have A-D-M-I-N, um, yeah, lynx lis, linksys 2.4 and there's, and there's a linksys 5G. Right? No. This is quiz. Lists. Quiz. Quiz.
10:00
Speaker 1
Alright in the shark app, there's an option for you to connect right? Look for that IP and then it will display to you the WiFi name. Go ahead. It will also mobile for
11:00
Speaker 2
I'm doing fries, turkey sausage, the consomme. What the hell is it? There it is. I found it. Okay, I'm in the Shark app right now. Yeah, okay. Just a second. Just a second. Real chicken, red beet and green beans. Well, yeah, all right. So it's wanting me to add the robot. Should I go ahead and go with that?
11:00
Speaker 1
the rack robot itself? Uh huh. Uh huh. Go ahead. Tell me.
12:00
Speaker 2
It's wanting me to put it in pairing mode, which is trying to connect to the uh internet. Okay. Okay. I'm gonna try it. I just uh I just connected it or I just uh put it I just put it in pairing mode. So it's uh it's uh searching the pair with my uh phone and internet.
12:00
Speaker 1
It goes through. Is there an option for you to connect the robot to the wi-fi? [silence]
13:00
Speaker 2
Now yesterday, when we were trying this or the day before, it kept telling me that when I was getting ready to connect to the, to the, uh, to the, uh, robot, it was telling me that there was no internet signal. It was uh, disconnected from the Wi-Fi. I'm, uh, hearing the, it goes. Okay. It's going through. Okay. Hold on a minute. It says Wi-Fi disconnected. No, yeah. Yeah, but it, it said, it came back and said that, uh, it came back and said that there's no connection for the Wi-Fi. It said the Wi-Fi wasn't connected. Um, [silence]
13:00
Speaker 1
It's a robot that cannot connect. Can you check? Is there an option for the robot to connect to the network? Go to the settings. Go to the settings. In the settings, there's a setting on the robot that connects you to the Wi-Fi. Yes? Tell me the Wi-Fi status and the settings.
14:00
Speaker 2
okay. In other words so basically, it's saying that the phone don't have Wi-Fi is what I'm thinking it's saying. Unless it's saying that the robot can't connect, I don't know. Okay. Go to who? Okay. So, you want me to go to the settings? Okay. Okay, here I go. I'm going to settings. I want to see if it recognizes it. You know what I'm saying? [silence] It says connected to shark clean.
14:00
Speaker 1
farkling is not the Wi-Fi. You need to connect to the Wi-Fi itself. Oh, okay. Oh, okay. Now, okay. Let me see. Yes, correct. When you pair the robot, what happens is your phone is now connected to the robot, but the robot itself is not connected to the 2.4. The objective is to connect the robot to the 2.4. So there is an option in the settings that will allow Okay, right now, okay, this is it, let go back from the very beginning. Your phone is connected to the tool when bored. There's hot internet. All right, now
15:00
Speaker 2
Oh no, no, I no, I no, I know it's not connected to the Wi-Fi, but I'm just saying the current network right now is shark clean. So you want me to reconnect to the Wi-Fi? It was it was connected to the 2.4G before I before I tried to pair the robot. Right. Right.
15:00
Speaker 1
Your robot doesn't have a screen or keyboard. You need that one to manage it. For you to manage it, you connect your phone to the robot to the vacuum cleaner. Now, you are connected to Shark Wi-Fi. Now, the robot has a screen and a keyboard, which is your phone. But your phone is connected to the 2.4. That's why you don't have internet. You're objective now using your phone. You need to connect the robot to the 2.4 directly. Not your phone to the 2.4 but the robot to the 2.4. There should be an option to connect the robot to the network. Look for that one. Yes, it's in settings.
16:00
Speaker 2
Okay. Okay. Is that in settings? Okay. it says auto can auto reconnect uh this is saying shark is a shark it's uh security non it says auto reconnect
16:00
Speaker 1
[silence] Correct. I'm looking for a way. I'm not trained with FAQ and tried to find a way. Stay with me.
17:00
Speaker 2
Disconnect. No, of course I wouldn't, of course I went into the Shark network. The network was Shark, you know. Not not my not Linksys 2.4, you know. It says, do I want to disconnect? Or it says uh MAC address, IP address, or send device name to network. [silence] I think we're getting close, Will.
17:00
Speaker 1
Can you check again? Can you check again in this setting? on the shark app. Yeah. Yeah. Connecting the robot to the Wi-Fi. Mm-hmm. All right, the bearing mode is to connect the phone to the robot. That's your action. Go ahead, try that one.
18:00
Speaker 2
okay uh the shark app okay I'm gonna bring up the shark app what settings are we looking for on the shark app okay that's just a process where I I got to manually do that but I can try that it says that I cannot fetch robot swipe down to retry so it's it's not even wanting to recognize the robot let's see what happens here um I'm thinking that we need to put the robot back in pairing mode for it for it to recognize it okay okay hold on just a sec okay Okay, it's in pairing mode. Let's see what I can do here. All right, I'm giving it permission to try to pair. Is that correct? What is the fastest egg at the beach? A guy who walked here. Why? If you're yours we can't trust you with anything even though. is wanting me to connect to the vice shark clean uses a temporary Wi-Fi network to connect to the device. I'm going to hit connect every time I do that. Every time I do that it says Wi-Fi disconnected. So let's see what happens this time. I think it's going to be a fail again. I think yeah that failed again. It's say every time I say connect it says Wi-Fi disconnected and
19:00
Speaker 1
Mm-hmm. Correct. That is the issue. So the robot is not connected to the Wi-Fi and that's the problem. Mm-hmm. For a shark. [silence]
21:00
Speaker 2
I mean, it wants to connect, but it just, when I hit connect to the Wi-Fi it wants to know, of course, it wants to know my what what my network is after that. After I put my network, it wants to know my password, it wants that. And then it usually connects with no problem, you know. Right, right. Right. I don't understand how. Let me see if I'm even see now I'm linked, I'm I'm connected to the link list uh right now. I'm I'm connected to them before I was connected to the uh to the uh uh to the uh robot, you know. What would you like me to try? You want me to try that over again connected to the robot? Mmm. Okay, brother. I understand. I got you, brother. I know, I know you're doing I may even I may even have to go on uh YouTube and find out some videos or something on how to do this uh when it when it when it does it. Okay. Okay, I'm ready. Okay. Let me repeat that.
21:00
Speaker 1
go ahead. No, no. There's no zero. for eight 31. There's no zero. Go ahead. I'll be here. Yes. On the router 100% the DNS is good, the ports are good. Your 2.4 is also active. So everything in the router side is good. 100%
23:00
Speaker 2
All right, eight four, four, seven, six, five, zero, eight, three, one. Oh, four, eight three, one. OK, three, one. OK, that's what's up. Let me try to connect one more time while you're here. We'll try it again. There's nothing more you can do though, right. I'm waiting to see if it's gonna connect or not. Last two times it's trying to. connect to the Wi-Fi, but... it can't... I... I... I hit connect and it... it just kicks me out. It tells me there's a problem, it just kicked me out again. Okay, there's a problem here, so... I'll have to call shark, I guess. Let me see one more thing. Um... let me see one more thing here. Come on. Yeah. Oh, that's... that's not where I want to be. I want to be in this one. I got two phones going on right now and I can't... seem to function with either one of them. [silence] Okay. This is not coming up. This is not coming up. What I wanted to do. Okay, I found it. Okay, hold on just a second. Here.
23:00
Speaker 1
Yes, 8888-4-8. That is already set. And that has 804488-2050-6-5463-505. Sorry. And you by default, you already had the 2.4. Fantastic. So, all of this one satisfied. 53. Sure. Okay. Good. My friend
26:00
Speaker 2
So if when you, when you say the DNS uh was okay. Did you say the DNS was okay? Okay. All right. Okay. Okay. Allright. Okay. Okay. Did you, did you say 844352 or 53? Okay. Okay, brother. Hey, I appreciate your time. Make sure to call this number and see what they've done to where my phone won't connect to it and you know, to the Wi-Fi when I'm trying to add the robot. So there's something they must have done. So, all right. Thank you so much. Yeah. Yes. Yes. Okay. Okay. Okay. [silence] Okay. Yeah. Yes. Yes. Okay.
26:00
Speaker 1
Good. All right. All right then. Can we have a nice day? Good day. And you too. Bye bye.
28:00