V2 Rubric Detail — 4b7bc006-6114-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:25
Duration
11m 52s
Contact
Nagarajan Pattabiraman
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00058774
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Static IP
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided troubleshooting and offered a paid support option without attempting a solution, constituting Avoidance/Evasion (critical failure B).

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent collected basic device and IP information but failed to perform any meaningful troubleshooting or provide technical guidance. Instead, they offered a paid support option and issued a ticket number, abandoning the case without resolution. This constitutes a clear case of Avoidance/Evasion, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to get internet on MR2000 router; provided static IP settings; agent collected info but did not configure router, offered paid support and ticket.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed red LED status
  • Recorded static IP, subnet mask, gateway, and DNS details
Key Observations
  • Agent never guided the customer through static WAN IP configuration per KB.
  • Paid‑support option was presented before any troubleshooting, which is a protocol breach.
  • Long silences and repetitive data‑collection questions made the call inefficient and confusing.
Positive Highlights
  • Accurately captured the router model (MR2000) and serial number.
  • Provided a ticket number for future follow‑up.
Agent Errors / Gaps
  • Did not provide correct steps to set a static WAN IP on the MR2000.
  • Pushed paid‑support offering before attempting any troubleshooting.
  • Failed to verify warranty status or eligibility for free support.
  • Lack of empathy and clear, concise instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered paid support and gave a ticket number without resolving the red LED/no internet issue or configuring the static IP settings.
R2 Not Met Diagnostic thoroughness conf 98%
Agent collected model/serial and IP details but skipped essential troubleshooting steps like checking cable connections, verifying WAN settings, or interpreting LED states.
R3 Not Met Correct resolution path conf 97%
Agent defaulted to a $15 paid support option instead of pursuing standard L1 troubleshooting or escalation for a configuration issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the red LED and no internet, asked for model, serial, and static IP values, but did not probe deeper into physical connections or configuration errors.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools (e.g., remote access, admin UI check, ping test) were used despite the need to verify router configuration.
T3 Not Met No misinformation conf 97%
Agent provided no technical guidance on how to input static IP, subnet mask, gateway, or DNS—only mentioned an AI tool and paid support.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow and collected information but failed to guide toward resolution, ending with a ticket number instead of a solution.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted prompts without adapting to customer’s confusion or verifying understanding of networking terms like gateway or subnet.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership; instead directed customer to supervisor and offered a paid service rather than resolving the issue.
O2 Not Met Proactive follow-through conf 96%
Only next step was a ticket number; no clear action plan, timeline, or follow-up commitment was established.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent avoided escalation despite complexity; offering paid support is not a valid alternative to proper L1 escalation for enterprise configuration issues.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer’s frustration or unfamiliarity with enterprise networking.
X2 Not Met Tone & rapport conf 93%
Agent maintained a detached, transactional tone and did not adjust pace or style to customer’s evident confusion.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by requiring a callback and offering a paid service instead of resolving during the call.
Call Transcript19 turns · 21 lines
Speaker 1
Yeah. I have any seems seems uh routers router I'm not able to connect to my connect to the machine to the internet. Yeah, but imagine it on, they always get red signal. That means they're I'm using different environments now. I got a new environment. Now I'm working for a company, they will give me internet address and everything. Before I used to exit from the cable directly. So I didn't have any problem. Now it's probably it's a big office. I don't know what provider is. They gave me the IP address for me to assign to this system. Uh, I don't I don't know any. It's a big organization. I didn't know. I don't know. [silence]
00:00
Speaker 2
Okay, like, um, no internet connection using the linksys router. Okay, before we continue, sir, have we called linksys before or is this the first time? Okay. Okay, both your internet service provider right now, um, what's the name of the company, sir, that you subscribed to? [laughter] Okay, and when did it happen?
01:00
Speaker 1
I'm sorry go ahead. Okay hold on guys I'll be back in. There's no model number there's only serial number. Hold on guys 5 0 U 10 M 15 C 0 9 3 0 6 that's only I, that's only no I took the picture of that I'm reading from there. I don't see any model number or anything oh maybe, Oh model number, I'm sorry. Yeah yeah I got it. [silence]
02:00
Speaker 2
may I know the model number of your link sys device? okay can you have the serial number? okay you can check the model number sir on the uh lyncis device itself that's on below the word link sys do you see it? Try to check, Try to check Sir underneath there is [silence]
02:00
Speaker 1
I got it. now, Emma, 2000, yes.
03:00
Speaker 2
It's MR 2000. And the serial number again, let me check if I got it correctly, 5 0 U for Umbrella 1 0 M for Mary 1 5 C for Charlie 0 9 3 0 6. Yes, 5 0. Okay. And the light right now on that device is um red. Okay. All right. Can I have also your phone number sir? And how about your uh first name and last name? Oh yes. Can you spell it? [silence] Your last name? How about your first name? [silence] Patapiramon, correct? That is your first name or last name. [silence] Okay, how about your first name? [silence] That's all. [silence] Okay. And how about your email address?
03:00
Speaker 1
this is gmail.com. I'm sorry. Correct. No, what they. Okay, this is a big organization. They get some service from I don't know which provider. They assign the numbers to the box. So they wanted me to register there. And then they gave me some IP address for me. I don't know if this helps. Hold on. Let me read to you. Hold on. Because it's a different organization. They don't, I've never seen this before. This is the first time I'm working with these people. So give me a sec. And I'll get the email and read it to you.
05:00
Speaker 2
again, email address is n a g p a t gmail.com correct? Okay. So again, um you lost Internet connection on your router. Um, was there any changes made on your um, subscription from your providers or there an any out? Okay.
05:00
Speaker 1
what they do do was there are a lot of uh, what is called the routers they have in the in the basement or whatever they are and then they assign for each person who wants a public IP and uh so the question the question is they assign some number for me so that I can assign that router to that number, you know, like a router has to know where yes, it has connect all the things so let me, let me read to you. Let me, it's a little, I have I used before computers, but this is something you never heard this because the company is running the network for us. So, hold on, let me get this. Let me get it for you.
06:00
Speaker 2
Okay. So you've got a you've got Okay, you go ahead. Okay. So basically you were provided with IP settings like IP that
06:00
Speaker 1
yes yes that's the way they told me but I'm not familiar with that okay you know that's no they they told me that I think that number yeah yes yes water is a red red it's red mm-hmm that's provided by my company so they have a big uh I don't know they maybe they're getting oh
07:00
Speaker 2
address, subnet mask, default gateway, and DNS, correct? And they told you to assign those numbers to the router. Okay. So, right now, the light on the the router is red. Is it purple? Is it okay. And that settings that was provided to you sir, that's given to you by your internet service provider.
07:00
Speaker 1
like that. And then they asked me, this is the way they told me, my public IP is 50.225.25.146.Assigned network is 50.225.25.144. Subnet subnet mask is 250.255.255.252. Gateway IP is 50.225.25.145. So they have now there's a lot of boxes, they assigned me to a particular box. And then I don't understand. No. That's all. So I have to set up the I have to set up the router to match this one. That's all. That's what I'm trying to do. the speaker describes their public IP, assigned network, subnet mask, and gateway IP, and mentions that they have been assigned a box and are trying to set up the router to match this setup. The speaker affirms that the information is correct. "mm-hmm." "Correct." "
08:00
Speaker 2
Mhm. Mhm. Okay. So in order to assign, oh, yes. Okay, so here's the thing, sir. Since you already have that IP settings from your router of the, from your company, they were advised you to input those numbers. So you need to assign those numbers on the um
08:00
Speaker 1
cor MJ: correct. That's how I'm trying to do. MJ: status. MJ: OK. MJ: I can't hear you anymore.
09:00
Speaker 2
on warranty products. The first option is you can take advantage of our AI tool that can be found on our website, and that's support.linksys.com. And our second option, this is our one time non oh [silence] actually actually actually missed sorry speed [silence].
09:00
Speaker 1
Oh god, it's too complicated. Okay. I'm not I'm gonna talk to my supervisor, ask them what I should do because this is I'm working with somebody. Okay, I'll call you back then. Okay? Thank you. Okay. Okay, okay. Okay. Okay. Mm hmm. Okay. Okay.
10:00
Speaker 2
refundable technical support that will last after 60 minutes of troubleshooting that will cost you for $15 and this option there's no guarantee that we will be able to fix the issue and in any case after the troubleshooting we found out the device is defective there will be no refund or replacement okay um so which option would like to purchase sir? Mm-hmm. Alright, um I'm going to um give you a ticket number if you um call us back just um give this ticket number so that we can pull up your record okay. Okay, the um ticket number is 00U. five eight zero seven one three ninety five nine nine zero.
10:00
Speaker 1
[KEEP_UNCERTAIN] Five, eight, seven, seven, four. Okay, good. So, I call the same number. So, what is the- what is the first- what's the first option? I- I didn't hear because it was cutting off. Okay, I- I got it. It's okay, thank you. I'll talk to my boss and then go right. Thank you. Thank you very much. Okay. Bye. Bye-bye.
11:00