V2 Rubric Detail — 51617a18-6431-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:30
Duration
7m 46s
Contact
Ricky San julian
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132812
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Password concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting by immediately pivoting to a paid support offer without attempting any resolution steps, effectively evading responsibility for customer support.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent completely bypassed technical support protocols, offering no troubleshooting or diagnostic steps for a simple Wi-Fi password issue. Instead, they immediately transitioned to a paid support model, which constitutes evasion of support responsibility. The interaction lacked empathy, ownership, and technical engagement, resulting in an unresolved case and triggering an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer unable to connect Roku; password rejected. Agent offered paid support without troubleshooting; customer declined. No resolution.

Troubleshooting Steps
  • Collected serial number (19811602801354).
  • Checked warranty status (out of warranty).
Key Observations
  • Agent skipped basic troubleshooting for a password‑login issue.
  • Immediate push for paid out‑of‑warranty support violated standard protocol.
  • No empathy or acknowledgment of the customer's frustration.
  • Model number was never confirmed or recorded.
Positive Highlights
  • Collected the serial number from the customer.
Agent Errors / Gaps
  • Did not attempt any troubleshooting steps for the Wi‑Fi password problem.
  • Offered paid support without first verifying the issue or providing free self‑help.
  • Failed to collect or confirm the router model number.
  • Lacked empathy and did not acknowledge the customer's frustration.
  • Did not provide any self‑service resources or next‑step guidance after the customer declined paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the Roku password issue; customer terminated the call without resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed — agent skipped diagnostics and went straight to payment request.
R3 Not Met Correct resolution path conf 95%
Agent defaulted to paid support without attempting any troubleshooting, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask relevant diagnostic questions about Wi-Fi signal, password accuracy, or device compatibility.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., router login, recovery key, password reset) were used despite being necessary to verify or correct the Wi-Fi password.
T3 Not Met No misinformation conf 95%
No technically accurate information was provided; only a payment request was communicated.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame the interaction or maintain control — abruptly shifted to payment script without structure.
C2 Not Met Confirmed understanding conf 90%
Agent used a transactional tone and did not adapt language or empathy to the customer’s frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by attempting to charge for service instead of resolving the reported issue.
O2 Not Met Proactive follow-through conf 90%
No next steps or timeline were provided; interaction ended with customer disengagement.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation was performed, and the issue was within L1 scope — no valid trigger for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy when customer expressed frustration; continued with payment script.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s angry tone or emotional state; remained rigidly in sales mode.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and later reiterate refusal; agent added unnecessary payment steps.
Call Transcript14 turns · 15 lines
Speaker 1
Yes. [ silence ] Hello. [ silence ] I'm sorry. [ silence ]
00:00
Speaker 2
Welcome to links installation 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. linkus. come. Please have your device serial number ready. For assistance press 1 now. For out of warranty products paid support may be available. Please have your devices 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 linkus installation support. My name is Gerald. Yeah, my name is [inaudible]. I'm listening.
00:00
Speaker 1
Oh, okay. I have been trying to login to Roku on my TV, it keeps asking for the wireless password. I have put in the password that's on the back of the router, multiple times and it keeps coming up incorrect. And I'm wondering if I can get a different password or something that'll make this work. That's correct, that's correct.
01:00
Speaker 2
[i'm not sharing how can i help] okay. just to confirm, your problem is that you're trying to connect your Roku, but it tells you incorrect password when you try to connect it to the Wi-Fi. is that correct? [silence] alright. okay.
01:00
Speaker 1
I can give you the serial number. 19811602801354. Where would I find it? All right, I'm gonna look. All right.
02:00
Speaker 2
Can you give me the serial number and model number of your Linksys router? [silence]. All right. And the model number. [silence] At the bottom of the router, bottom part, I mean. [silence] Actually, no need for that, I think, I was able to pull up the model number here using the serial number. [silence] And I asked for your first name unless [silence]
02:00
Speaker 1
Yes.
03:00
Speaker 2
Last name so I can create a record for you. And what is your email address? Thank you. Who is your internet provider? All right. So quick question, I did
03:00
Speaker 1
Right. Yes. The working time. Huh, tellal. Jesus Christ. Okay, go ahead. Damn. This is a bunch of bullshit. Go on.
04:00
Speaker 2
devices are working fine right now right no issue with other devices you have ok all right thank you let me check the serial number ok there it is so i checked the serial number right here based on the serial number that you provided it's showing that your um router unfortunately that's out of warranty for out of warranty devices we charge $15 to assist you ok with that it's non refundable let me open my tools [ silence ] [silence] All right, I got my tools ready here and just to be sure that you understand what you're going to pay. This is again one time, non-refundable, it's going to last [REDACTED_PAYMENT_DIGITS] minutes, whether problems fixed or not, that's still going to be $[REDACTED_PAYMENT_DIGITS],[REDACTED_PAYMENT_DIGITS] a day. I'm going to need to ask for a card to
04:00
Speaker 1
All right. 485-67105-0478. 3755. [silence] August 26th. 688. [silence]
06:00
Speaker 2
Okay. Alright, and do that now. What is the card number? What is the expiration date? What is your security code?
06:00
Speaker 1
[silence] Yeah, you know what? I don't trust you guys. Forget it. I don't want this.
07:00
Speaker 2
all right one second I forgot name on the card is it your name no problem I'm gonna re some recording and I'm gonna I'm not gonna proceed
07:00