V2 Rubric Detail — 4431c928-759e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 22:43
Duration
15m 19s
Contact
719-431-9101
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication1.25/5
Ownership2.14/5
Escalation4.00/5
Customer Exp0.00/5
Overall31.9% (-22.1)

V2 Grader Summary

The agent did not troubleshoot the power‑adapter problem, offered no empathy for the customer's serious health situation, and only scheduled a callback without providing a resolution. While the case was correctly noted as escalated, the interaction lacked ownership, clear communication, and any technical progress, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports faulty power adapter on primary Velop node; internet down. Case escalated to Level-2; requested Amazon order screenshot as proof of purchase. No model/serial collected. Callback promised.

Troubleshooting Steps
  • Confirmed adapter failure based on customer description
  • Verified swapping adapters temporarily restored function
  • Escalated case to Level-2 technician
  • Requested proof of purchase (Amazon order screenshot)
Key Observations
  • Agent did not collect product model or serial number, which are critical for hardware fault resolution and warranty verification.
  • No basic troubleshooting steps were performed (e.g., verify power outlet, confirm adapter model), as outlined in universal_hardware_fault.md (Step 2).
  • Agent did not verify warranty status or discuss support eligibility, which is required before escalation or replacement.
  • Agent correctly maintained the escalation path and requested proof of purchase, which is necessary for replacement under warranty or paid support.
  • Technical advice was accurate per KB, but protocol failures undermined the support outcome.
Positive Highlights
  • Technical advice was accurate and aligned with KB guidance (e.g., escalation to Level-2, proof of purchase request).
  • Maintained the escalation path correctly and provided a clear next step (callback from Level-2).
  • Requested proof of purchase, which is a necessary step for replacement under warranty or paid support.
Agent Errors / Gaps
  • Failed to collect product model and serial number, violating standard protocol for hardware fault cases (universal_hardware_fault.md).
  • Did not perform any basic troubleshooting (Step 2 of universal_hardware_fault.md: verify outlet, check adapter, inspect port).
  • Did not verify warranty status or discuss support eligibility, which is required before escalation or replacement.
  • Minimal empathy and acknowledgment of the customer's serious health situation and emotional distress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the power adapter issue or provide a replacement; only confirmed escalation and promised a callback.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic questions or troubleshooting steps were performed for the power‑adapter problem.
R3 Partially Met Correct resolution path conf 70%
Agent recognized the case was already escalated and asked the customer to prepare proof of purchase, but did not verify warranty status or attempt any troubleshooting before escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Per universal_hardware_fault.md Step 2, the agent should have verified the power source (wall outlet vs strip) and inspected the power port for damage, but instead accepted the customer's claim without any diagnostic questions.
T2 Not Applicable Appropriate tools / resources used conf 85%
Issue was a hardware replacement request; no tools (remote diagnostics, logs) were necessary or could have been used.
T3 Met No misinformation conf 90%
Information provided (escalation status, need for proof of purchase, callback expectation) was factually accurate and consistent with process.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent set a next step (callback) and put the call on hold, but did not clearly frame the call or manage expectations beyond a vague “30‑minute” promise.
C2 Not Met Confirmed understanding conf 85%
Agent offered no empathy for the customer’s serious health situation and used a scripted, impersonal tone.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred ownership to a Level‑2 tech without taking personal responsibility or following through on the issue.
O2 Met Proactive follow-through conf 85%
Agent gave a clear next step – prepare proof of purchase and expect a callback within about 30 minutes.
O3 Partially Met Closure confirmation conf 70%
Agent referenced that the case had already been escalated, showing some continuity, but did not reference any prior details or history.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Agent correctly recognized the case was already escalated and did not attempt an unnecessary further escalation.
E2 Partially Met Escalation prep & handoff conf 75%
Agent promised a callback and asked for proof of purchase, but did not provide full escalation details (who, exact ETA, etc.).
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Customer disclosed battling cancer; agent gave no acknowledgment, empathy, or supportive language.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, scripted tone and did not adjust to the customer’s emotional state.
X3 Not Met Overall experience conf 90%
Customer was asked to wait for a callback and to gather proof of purchase, adding effort without any on‑call resolution.
Call Transcript8 turns · 15 lines
Speaker 1
Thank you for checking back Bill before this on science point, David spot. actual the man now to arise, like thank going to talk about February fire. Okay.
03:00
Speaker 2
Thank you for calling NACS. This is May. How can I help you?
04:00
Speaker 1
Well, I bought the Noblesse that you make and, first of all, I've always dealt with Ling's for years, over 20 years. And I've never ever had a circlekin or major problem like I do with this. I bought my system and you guys have helped me set it up, but I had one, the power cords did it bad. You guys made me get it through Amazon. I spent days with them trying to get stuff situated. In I even let them know about this cord or whatever. And I was trying to talk to them with all day. I have never ever had such a major problem. All three Nodies work. I'm using my mother Nody. The cord to my mother Nody went out and it shut down my oh, internet, so I took one of the other cords from one of my other knobs and put it in my mother knob, it come up. All my knobs are working except for that one 'cause I don't have a cord 'cause that one cord isn't no good. [silence] Yeah, please, oh Lord. Honey, I'm fighting for my life with cancer, and I got to have it where I can check on my property while I'm in the hospital and everything. And I've had 43 surgeries. My life has been a hell. [silence] And then, Amazon. When I got when I purchased that from Amazon, let me tell you something.
05:00
Speaker 2
[silence] Okay. Yeah, don't worry. Everything is recorded here from our end Jimmy. I'm talking to Jimmy Ellis, right? Okay. I'm trying to hear that. Mhm. OK. You only have their one adapter that is not working right? Only one. [silence] Uh-huh. [silence] Uh-huh. [silence] Yeah, okay.
06:00
Speaker 1
[silence] yeah and they never called me. Yeah honey., they never called me. and and uh it's been a nightmare. and I needed the lean so I waited all day and I needed to go to my doctors, and I canceled that appointment because I was waiting for the phone call.
09:00
Speaker 2
Mm-hm. That's uh noted Jimmy. And your case is actually already escalated here. I believe the last technician you spoke with already informed you that your case has been escalated already to our level 2 technician. But uh since I have you right now on the line, let me, yeah, uh mm-hm [silence] Okay. So, no worries, Jimmy. I'll just put this call on hold and I'll ask them if they can schedule a a call back for you as soon as possible, okay? Because as per our process, you need to wait at least uh 24 to 48 hours. But let me just check if they can schedule a call back for you now. Just stay on the line, I'll be right back. Okay? Thank you. You're welcome. [silence]
09:00
Speaker 1
Yes, ma'am. Yes, yes, ma'am. No, that's it. [silence] Yeah, that's it. And I'm, um, well, they can't tell me that they're gonna send me another cord or what? What's that? [silence]
12:00
Speaker 2
So, just keep your lines open then. That's just sure they were going to call you within 30 minutes. All right. Right. For that one, you will be further informed on what you need to do next. They're already the level two technician, so they will be the one who we're going to decide. Um, and also we're going to inform you and what you have to do on your end. Just prepare, by the way, the proof of purchase that you have. Just prepare the proof of purchase that you have. It shows here you bought it in Amazon. So, if you purchase it online, just, uh, take a screenshot of the order details. Take a screenshot of the order details. Just in case you Take care. Bye for now. You're welcome. Bye-bye. Bye-bye. .. [silence]
13:00