V2 Rubric Detail — 4b6c0b8a-7630-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:08
Duration
5m 56s
Contact
Camryn Wilson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135661
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, did not provide technical guidance, and offered no resolution or next steps. Empathy and call control were absent, and an escalation that was clearly needed was never initiated, resulting in an unresolved call.

V1 Case Analysis

Customer (Cameron Wilson) reported internet outage. Agent collected serial number and email but performed no troubleshooting. No resolution or next steps provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent attempted to collect serial number but misheard and repeated it incorrectly (e.g., 'Nancy' for 'N', 'Mike' for 'M') — [01:00–02:00]
  • Collected customer name and email, but failed to use any information to proceed with diagnostics — [03:00–04:00]
  • Repeatedly asked for ISP but failed to confirm it — customer mentioned T-Mobile, but agent responded with 'spectrum?' and repeated the question — [05:00]
  • No troubleshooting steps were initiated despite a clear internet outage report — violates universal_isp_modem_diagnostics.md Step 1
Positive Highlights
  • Attempted to collect serial number and customer contact information — [01:00–04:00]
  • Repeated the serial number for confirmation, showing intent to verify — [02:00]
Agent Errors / Gaps
  • Misheard and incorrectly repeated the serial number (e.g., 'Nancy' for 'N', 'Mike' for 'M') — [01:00–02:00]
  • Failed to confirm or clarify the internet service provider despite customer stating T-Mobile — [05:00]
  • Did not perform any diagnostic steps (no modem test, no reboot, no WAN status check) despite internet outage — violates universal_isp_modem_diagnostics.md Step 1
  • Did not check router LED status or ask about modem behavior — missed key initial diagnostics
  • Did not escalate or provide any next steps after failing to resolve — call ended without closure

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the internet outage nor offered any concrete solution.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting steps were taken; the agent only asked for serial number and email.
R3 Not Met Correct resolution path conf 95%
Agent did not determine warranty status, hardware fault, or choose an appropriate path (e.g., RMA, best‑effort troubleshooting).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify specific symptoms beyond 'internet is out' and asked no targeted diagnostic questions to determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (router admin page, speed test, etc.) were used despite the issue clearly requiring them.
T3 Not Met No misinformation conf 95%
Agent provided no technical guidance; the few statements made were nonsensical and inaccurate.
Communication
C1 Not Met Clear & professional language conf 94%
The interaction lacked framing, clear expectations, or control; the agent drifted into script without guiding the call.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing language and did not adapt to the customer's unclear statements; no comprehension checks were made.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; they collected minimal info and then stopped, offering no further assistance.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow‑up commitments were given.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted (unresolved outage, no troubleshooting) but the agent never escalated.
E2 Not Met Escalation prep & handoff conf 94%
Since no escalation occurred, the execution criteria (correct team, details, customer notice) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of the customer's frustration; tone was flat and scripted.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust to the customer's confused tone; communication remained generic and ineffective.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat unclear information; the agent added no value to reduce effort.
Call Transcript8 turns · 10 lines
Speaker 1
Hey, my internet is out and I'm just wondering if the bill is has to. Hello. [silence]
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. 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. Thank you for calling Linksys. This is Ice, how can I help you? [music] Hello? [music]
00:00
Speaker 1
[KEEP_UNCERTAIN] Hey, can you hear me? Hey. Yes. Yes. Yes. Yeah, where was that being? Okay, I got it. It's 32 in November, 10M, Mike, 3, alpha, alpha again, 10, 37, three.
01:00
Speaker 2
Yes, so you, yes, so your internet is out. And, all right. Can you provide me first the serial number of your lynx? There's a product label sticker, and from there you can see the serial number indicated on that. So, so. Alright, so I'll repeat again. The serial number is 32 and for Nancy, 10 and for Mike, three AA for alpha. 10, three, seven, three. Is that correct? Alright. I'll check for the record for you. May I have your name? [silence] Yes. The router is under your father's name. Correct. Alright, now that's fine. I just need your information since you're the one who called.
01:00
Speaker 1
Okay. It's care just can you hear me? Cameron? It's camy evening Wilson.
03:00
Speaker 2
camera are you still there Cameron yes what's your first name CAMERON [ Cameron Wilson. That's correct? All right, Cameron, thank you for the certification. Um, may I know your email address? So R-Y-N-R-O-B-E-R-T 747 at email.com. R-O-B-E-R-T 47 or 747.]
03:00
Speaker 1
I'm sorry. Links or something like that. Links. Oh, the provider would be, like, T-mobile, AT&T, Sprint.
05:00
Speaker 2
all? all, all right, thank you. Uh, comrade, uh, you mentioned your internet provider. Was it a spectrum? Uh, who is your internet service provider? your internet provider, your internet provider? T Mobile?t? Cameron? Cameron? Hello?
05:00