V2 Rubric Detail — 4477c28c-697f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 12:31
Duration
6m 22s
Contact
Ghost Contact
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00133564
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Ghost Contact
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to provide any technical support, troubleshooting, or ownership for the customer’s request to split 2.4GHz and 5GHz bands. Despite the customer’s clear need and prior failed attempt, the agent offered no guidance, misidentified the model, and prematurely ended the call. No resolution, escalation, or next steps were provided, resulting in a fully unresolved case with significant customer effort duplication.

V1 Case Analysis

Customer requested 2.4 GHz/5 GHz band separation on MX2 mesh for medical device compatibility; agent provided no technical guidance and improperly transferred call back to prior agent without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to address the core technical request: splitting 2.4 GHz and 5 GHz Wi-Fi bands on an MX2 mesh system despite KB documentation (`adjacent_common_wifi_questions.md`) covering this procedure.
  • Zero troubleshooting steps were performed; agent provided no configuration guidance, self-help resources, or escalation path.
  • Improper call handling: attempted to transfer back to a prior agent without customer consent, resolution confirmation, or summary of next steps.
  • No warranty discussion, case management, or operational closure despite the call ending abruptly.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to provide KB-backed guidance on splitting 2.4 GHz and 5 GHz bands for MX2 mesh systems (documented in `adjacent_common_wifi_questions.md` and `universal_mesh_node_management.md`).
  • Provided no actionable technical steps, self-help resources, or escalation path.
  • Improperly ended the call by attempting to transfer back to a prior agent without customer consent or resolution confirmation.
  • No case management or follow-up established despite the issue remaining unresolved.
  • Demonstrated poor call control and communication by abandoning the customer without clear next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The agent did not resolve the issue or provide any resolution path; the call ended with the customer returning to a prior agent without progress on splitting 2.4GHz/5GHz bands.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were taken—agent did not guide the customer through accessing the router interface, checking firmware, or configuring band separation.
R3 Not Met Correct resolution path conf 90%
Agent failed to determine product status or support path; incorrectly identified model as 'MX two' and gave no guidance on band splitting, which is standard support for in-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process was applied—agent did not identify symptoms, ask relevant questions about setup, or determine root cause of configuration loss.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or KB resources were used—agent did not reference firmware settings, local access URLs, or band-splitting procedures despite clear need.
T3 Not Met No misinformation conf 90%
Agent misidentified the model as 'MX two' (likely ASR for MX series), and provided no technical guidance on band separation, contradicting documented procedures.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame the interaction, lost control when customer was interrupted, and pushed to end the call instead of managing the situation.
C2 Not Met Confirmed understanding conf 90%
Agent used scripted responses and did not adapt to customer’s technical need or confusion about dual-band setup and medical device dependency.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—immediately deferred to previous agent and ended the call without attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up were provided; customer was simply told to return to the prior agent.
O3 Not Met Closure confirmation conf 90%
Agent did not reference prior interaction details beyond the ticket number; treated the call as a new contact despite customer’s explanation.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent made no escalation decision—failed to assess whether the issue required escalation or could be resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was executed; the agent did not initiate any escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s frustration over lost configuration and medical device urgency; response was transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s stressed, multi-call situation; remained rigid in script instead of adjusting pace or tone.
X3 Not Met Overall experience conf 95%
Customer had to repeat ticket number and explain situation again; agent created unnecessary effort by not taking ownership.
Call Transcript12 turns · 13 lines
Speaker 1
Of course. Yes. Give me a, can you spell me your first name so I can say it right?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call maybe monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on the issue. Please have your device's serial number and contact information ready. If unavailable kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is I how can help you? Yeah, my name is A for Apple, Y for Yard, [silence] A [sound] blue.
00:00
Speaker 1
Just I okay. Thank you. I just got off the phone with another lates, and we're going through this. The error that was made is that I was using a landline phone when I was talking to her, and she wanted me to go down to un- download the uh to disconnect the the primary router. Once I did that, everything went blank and we lost it. I didn't realize the fact that my landline is also on the wireless system. So we got to start this whole thing all over again. Uh, I'll give you There was no ticket given. I was not given a, it crashed before that that happened. Okay. Now,
01:00
Speaker 2
[KEEP_UNCERTAIN] I'm sorry about that. Can you provide me the ticket number of your case? Do you have the case number? Uh, all right. I see. All right. Can you put that
01:00
Speaker 1
Yes. Yes, I can. It is five, zero, D, one, zero, M, 29 C, 29533. Okay. That is correct. I have three of them and what the the goal here is to to I want to I want to
02:00
Speaker 2
Okay. Let's put me verify again. So the serial number is 5041029533. is that correct? All right. So your link product is model MX two. And you have three of them.
02:00
Speaker 1
split the the uh these uh the routers to 5 megahertz and 2.4 megahertz. We've got a medical machine in the house that we need to have operating uh properly and it it operates on 2.4. So that's why we're trying to split these things. Yeah, because uh yeah, as soon as I as soon as I pulled the plug on the first router, it didn't occur to me that my my my uh home phone uh also isn't running through that and it just disconnected everything. Everything that I had done went away. And we were just in the process of putting putting it. Oh, wait a second.
03:00
Speaker 2
M. But before separating the bar, all your you you get disconnected. All right. Uh, can I have your I.
03:00
Speaker 1
Yeah, that's her calling me back. Okay, hold on a second. Yeah, hi. Are you still there? I'm trying to well, I'm trying to talk. Yes. Hold on. Hold on. I've got two people talking to me. . Yes. Yes. Yes. Yes. You called me back. Yes. Yeah, what what happened was my my landline phone, which is what I'm talking to you with right now. It apparently is connected to the wireless system and as soon as we plugged the first one, everything went blank. So, I now have my I now have my cell phone on my on my desk. Uh if you want to call me back on that number that will
04:00
Speaker 2
Yeah. Right. So do you want her to continue since you've already started or. yes. So you want to proceed with the previous agent to assist the juice since you've already started her. Mm-hmm. Mm-hmm. Hello Sarah, so I just put the call now since you're already assisted by the agent. Okay, so instead, you can end the call since you're already assisted.
04:00
Speaker 1
So, she got almost all the way through it. So, I'm going to – I'm going to hang up this phone so I can get back to her, if that's okay with you. Okay. So, thank you – thank you for your help, and hopefully we get it done. Thank you. Bye-bye.
06:00
Speaker 2
right so you can just end the call yes it's all right there you're welcome sir yes thank you I forgot
06:00