V2 Rubric Detail — 4c8a7106-762f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:01
Duration
138m 53s
Contact
Michael Naylor
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Albert Dominic Roa
HappyFox Case
#TE00076387
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership3.93/5
Escalation5.00/5
Customer Exp1.79/5
Overall29.1% (-26.9)

V2 Grader Summary

The agent did not perform any troubleshooting, provided no technical guidance, and only escalated the case with a promised callback. While the escalation was correctly initiated and a timeline was given, the lack of diagnostic work, poor call control (evidenced by 2h13m hold), and minimal empathy left the customer's issue unresolved. Technical accuracy indicators are Not Applicable or Not Met due to absence of technical engagement.

V1 Case Analysis

Customer network down, nodes disconnected. Agent captured contact info and escalated to Level‑2 with a priority callback; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Very long initial hold time before the agent answered.
  • Agent did not collect model, serial number, or warranty status before escalating.
  • No basic troubleshooting (reboot, power‑cycle, node reset) was offered.
  • Agent only set a callback without confirming any immediate fix.
Positive Highlights
  • Apologized for the long wait and inconvenience.
  • Captured accurate contact information (phone and email).
  • Created a priority ticket and set expectation for a Level‑2 callback.
Agent Errors / Gaps
  • Failed to ask for or confirm the exact product model/serial number and warranty status.
  • Did not perform any standard troubleshooting steps (power‑cycle modem/router, check LEDs, reboot nodes).
  • Did not verify the issue (e.g., ask if any lights were solid blue, if the modem was online).
  • Provided no guidance on what the customer could try while waiting for Level‑2.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only promised a callback and performed no troubleshooting or resolution; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps or troubleshooting were performed; agent skipped investigation entirely and relied solely on escalation.
R3 Partially Met Correct resolution path conf 86%
Agent escalated to Level-2 appropriately based on repeat issue, but did not verify warranty status or attempt OOW best-effort troubleshooting before escalating.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms, ask diagnostic questions, or determine root cause — only acknowledged repeat contact and device model.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, web UI, logs, prior case data) were used or referenced despite repeat issue and known device model (MX6200).
T3 Not Applicable No misinformation conf 93%
Agent provided no technical guidance, recommendations, or conclusions — only escalation logistics and callback promise.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame interaction, lost call control with long unexplained hold (2h13m), and reacted passively to customer frustration without regaining direction.
C2 Partially Met Confirmed understanding conf 85%
Agent used generic language and did not adapt to customer’s frustrated, confused state or simplify technical explanations despite clear signs of distress.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent took ownership by confirming details and setting escalation priority, but transferred immediately without attempting troubleshooting or self-help guidance.
O2 Met Proactive follow-through conf 93%
Agent provided clear next steps: Level-2 to call back within 2–3 hours or less, with specific timeline and responsible party communicated.
O3 Met Closure confirmation conf 89%
Agent referenced prior ticket (0076387), confirmed device (MX6200), and repeated issue — used history to avoid re-asking basic information.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision was appropriate: repeat unresolved case with prior L2 involvement — valid trigger per escalation guide.
E2 Met Escalation prep & handoff conf 93%
Escalation included correct details (phone, email, ticket, device) and customer was informed of who, why, and expected timing (callback within 2–3 hours).
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized and thanked customer, showing basic professionalism, but empathy was scripted and not tailored to frustration from 2+ hour hold and repeat issue.
X2 Partially Met Tone & rapport conf 83%
Agent maintained steady pace but failed to actively engage or adjust communication style to customer’s disjointed, emotional state after long hold.
X3 Not Met Overall experience conf 95%
Customer endured 2+ hour hold and was told to wait again for callback — no actions taken to reduce effort or resolve issue promptly.
Call Transcript12 turns · 34 lines
Speaker 1
You're welcome, Julie. You didn't just come into something. No, tell me how long this will be, but I don't have long. It'll probably be a few weeks long.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
That board that was in that box. Are you throwing it away? [silence] There's a book for you. [silence] So what's doing who we [silence] Avoid, Church. [silence] what can you know, you can, You're still, cuz, cuz. All right. All right, good. It's moving. [silence] I'm cold. Isn't that huh? No, wasn't it? Oh, why are you talking? One night. I don't know. I might have any yeah. Yeah, don't know if the A is too high. I don't think there's a important in here. Yeah, within an hour. But at least. Yeah. That's your call me back. Yeah. I kept filling with this for about 20 minutes before I could finally get to Eric. Still in the way. Oh, I can't. Yeah, everybody's out in the streets apparently It's racist Somebody oh, now, I need to make another call. That's pieces. We are in close up I was me when I said me even um don't you think so? Yeah, that's what it does. [silence] That's why I did it didn't all just fall over. Maybe, yeah. This is this will be my first Interview 10 years in he's still bodybuilding She's ripped and cut and I'm still trying to beat by it Gold. I'm trying to get some suggestions from you. something help us with you'll have those. [silence] procedure approval and you don't have [silence] all this oh okay. that has to go back out there review. and that has to go back out there review. that has to go back out there review. that phone? all right babe. see you! understand me nothing else you think weekend Yeah. I don't wanna come there. I've been on the phone for um two or three hours and on that person. No. you still on the phone? We're on three hours that on me. [silence] All right tonight. Ready? Yes. [silence] I'll try this. I'm going to see. Just never said anything. [silence] I'm not fine. I don't want to understand why I'm making this video. for this trash Excuse me. Restore from the. not. Excuse me. Restore not. [silence] Wow. Black. What does that mean? Go. It's your venue. It's it's dry. Hello? I can hear you. somebody in the background, but I can hear you. Well, first of all, I can't believe I've been on hold for 2 hours and 13 minutes. Um, but my network is down and I need to get it functioning.
08:00
Speaker 2
Oh hi, thank you. Calling Linksys customer support, this is Albert, can I help you?Hi, yes. Hi, yes. Hello, sir, this can you hear me okay?I'm sorry about that. Yeah, yeah, this is Albert from support at Lindus, sir, how may I help you today?Albert.mmm, I see.hold on sir, can you place some help me, I think you
133:00
Speaker 1
I have an old ticket number because this issue continues to keep popping up uh T E is in Tom Edward. 0076387 Yes. Speaking. Yes. [silence] Same device? Yep same device, same issue. [silence] No, that's really not okay.
134:00
Speaker 2
Hold on. Mike, let me. Yes, come in. Yes, I'm ready to get in. I'm ready to get in. You're okay? Okay. Okay. Any. Yes. Are you calling with the same device, sir? The your MX6,200. Okay. Um, Mike, um, I believe you are uh, trying to reach out to our level two team, okay? Um, however, uh, due to the volume of calls, that is why um, uh, you've been holding, okay, for um, that long. We really do apologize for the inconvenience, sir. Um, but uh, your call is actually routed to um, customer service department, okay? Um, uh, what I can do here, Mike, um, so I'm really going to um, set your ticket a priority for our level two team. Um, they may be going to call you back within two to three hours. If it if it if it uh, okay with you, sir, uh, for them after, I'm sorry.
135:00
Speaker 1
And what was your name? Albert. So this is the number that I called last time. I don't know how I got routed somewhere else.
136:00
Speaker 2
Sorry about that, sir. Yeah, for them to be able to assist you properly, okay? Since, uh, your case has already been taken care of by our, um, level 2 team. Uh, for sure, there's someone we're going to call you back, sir, okay? For maybe less than an hour if there's ready available. Someone will we're going to call you back. That's for sure, there. Uh, my name is Albert, sir. Uh, yeah, actually if, uh, if, if the volume of the, uh, or the volume of the calls is, uh, huge, sir, um, yeah, it will route directly to to customer service for us to be able to set your ticket to priority so that our um, level 2 team can call you back once they're already available.
136:00
Speaker 1
okay, my network went out last night, probably around 10:00 or so. Uh, so I tried calling last night and said your office was closed. So, I got hold of you this morning, so it's now uh almost well, 2:30. So, yeah, I need a call ASAP from someone to get this a pack. So, I guess essentially, I need to connect the nodes back to the parents, so that there's no strategy you have for doing that? That has to be a well, too? Okay.
137:00
Speaker 2
sure. Yes. Let me set that, OK? A call back, point call back for you. My, OK, don't worry. Here someone we're going to call you back right away. sir. OK? Yes, sir. Because there they're the only, the only ones who they are trained for this type of issues.
137:00
Speaker 1
You've got my number? Yes. That is correct. All right, it didn't help me, but I'm sure. Hi.
138:00
Speaker 2
Yeah, yeah, the number I have on file, that's 919-564-6590. Is that correct, Mike? All right, then. OK. And the email address we have on file, that's nailorteam@gmail.com. Correct? Yeah. All right. Sure. OK. Yeah, just keep your phone or your lines open. OK. Someone will be going to call you back right away. We'll introduce you to HR. OK? [silence] Awesome. Sorry, Michael. Sorry for the inconvenience, sir, and thank you for understanding. You do have a wonderful day. Bye for now. You take care. OK.
138:00