V2 Rubric Detail — 53032f3c-740e-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 23:00
Duration
46m 2s
Contact
Edward Lipman
Issue Type
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135244
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
Sentiment Trajectory
Ticket subject: WHW03 v2_No Wireless Connection
Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
Auto-Zero applied: Avoidance/Evasion – agent avoided any troubleshooting or problem‑solving steps and only collected contact info.

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 never performed any diagnostic steps, provided no technical guidance, and failed to take ownership or set a clear follow‑up plan. No escalation was made despite the issue remaining unresolved, resulting in a complete lack of resolution and a critical avoidance/evasion failure.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the Wi‑Fi/node issue; only created a record and said “just give us a call”.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken – agent said “you cannot do any troubleshooting” and collected numbers only.
R3 Not Met Correct resolution path conf 96%
Agent did not determine warranty status or choose a proper path (e.g., troubleshooting, RMA, escalation).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom‑based questions or logical sequence; agent jumped straight to record creation.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never used any tool (router UI, speed test, reset) that the situation clearly required.
T3 Not Met No misinformation conf 94%
Agent gave no technical guidance; therefore no technically accurate information was provided.
Communication
C1 Not Met Clear & professional language conf 94%
Interaction lacked clear framing, expectations, or control; agent simply collected data and ended the call.
C2 Not Met Confirmed understanding conf 93%
Agent used generic script and did not adapt language or check understanding of the customer’s Wi‑Fi problem.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the issue; promised no follow‑up and gave no solution.
O2 Not Met Proactive follow-through conf 96%
No concrete next steps or realistic timeline were set; agent said “I cannot promise if I can call you back”.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation was warranted (no troubleshooting, unresolved issue) but the agent did not escalate.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was performed, so execution details are missing.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy or acknowledgment of the customer’s frustration or repeated hold time.
X2 Not Met Tone & rapport conf 94%
Agent’s tone remained scripted and did not adjust to the customer’s confused, frustrated state.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat serial numbers and details; no effort was made to reduce friction.
Call Transcript15 turns · 26 lines
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 serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on the issue. [silence]
00:00
Speaker 1
I need new shoes because they were falling apart then after I looked at the marching the cemetery they really fell apart. Oh. You very cute. What candy Uncle Paul said. he wants no pressure, but he's then he likes to be there as long it's okay if if What are you doing? Endlessly trying to fix the Internet. I've got a hold for probably like an hour. I'm going to have to ditch it and probably go in the pool, but, but wanted to try one, one run. Like for sure, please, you know, okay. Okay, just hold on. Hola. [silence] Ok. She just like, She's uh. Ok. Tell her less than five minutes. You're cute. Well.[Silence] can you guys well you could bring me up okay there we go um, yeah, but I need the one that's new there may be yeah last one too I'll be there did you know [silence] Clearly they're not, they're on a half hour. Not enough, a rush. I like how it just automatically goes to mag. Have you ever just waiting for the day where they just refuse to take our trash all the boxes. Yeah, that's why I'm always like, please stay on the line while your call is transferred to the operator. Hello, thank you for calling Senator a. I'm Elena. How can I help you? Oh, you know what? I we were just on the phone together. So I'm just gonna hang up and try to order online and I will otherwise call for catering tomorrow. Okay. You're welcome. Thank you. Bye bye. obviously
03:00
Speaker 2
[silence]
35:00
Speaker 1
Could you call me back in an hour? Uh, yeah, I'll tell you what's happening. Uh, okay. Well, I mean, I, I don't care if it's later, just that, you know, I, I, my phone literally is about to run out of energy. So, the problem is, even if I, even if I head back home, it's going to hang up on you by the time you're in the middle of stuff. So, like, I need to recharge it cause I've been on hold so long, uh, and trying to do this. So, what's happening? So, we had, um, a Linux system that works just fine. And it has worked just fine. Um, well, we had an original system, uh, with like, let's see, one, two, I want to say three nodes, and I expanded it to five nodes. Okay. Um, and so, and we have Comcast for our internet. So, you know, cable.
36:00
Speaker 2
[silence] Okay, go ahead. [silence] Okay. [silence]
36:00
Speaker 1
Internet, but uh it is there's a router that's like um a big giant white uh box you know, it's like oversized but it doesn't have the dots anymore. Like you know, on your app they talk about oh you should uh wait for like all the lights to be on. There's no more lights. That was like their old version. This is like a newer version that's in theory capable of of um higher bandwidth. So that said, it was all linked up and doing fine, okay? Um and um we uh it stopped working about four to five days ago and it took us till about two days ago for me to figure out that it was the Wi-Fi it was just like dead. So what's strange at least a little bit to me is that my main PC is not directly at [silence] no signal, you know, it doesn't detect an internet signal. So, you know, it asks me to do things and look at the lights, but of course, again, I don't have any lights to look at. I mean, I can tell you that it's a solid white light that I see on my modem, but it's not like there's four or five lights to see, but I wait until it's solid and that and and it's not at all obvious. The main node was always on a surge protector as is the modem. So now, certainly with the storms in our area, we could have had differentials in in power, but we never had a blackout. We have a backup. Um, so it doesn't really add up. So I'm not really sure what uh, to do. So there you go. So that's uh that's what we're trying to fix. Um and it's like you said, the whole thing Yeah, that's what I'm saying, I can tell you the notes, okay, so the putting that speaker on the mhm, there you go, I'm looking at pictures uh, so I have two sets, right? because I bought them at separate times with an expansion, so I have a serial number and a MAC address. Oh, model, okay, model WHW,
37:00
Speaker 2
Okay, so how about this one? So I will just create a record here since you cannot do any troubleshooting. When you get home, probably you're like, you mentioned that your phone is like out of battery, you can like charge it and then you can give us a call so that we could properly track what happened to the node, so is it the internet or the wireless connection is not working, okay? And do you have the model number of the device, sir?
40:00
Speaker 1
Oh-3b-2. And then there's another one. Oh, okay, you want the serial number? The serial number is 20J20-M3a-908049. Correct. And then there's another one that's newer that I just bought or not just bought, like a year or something. So that is a uh... bottle number W-H-W-01-25-AF-10-60.
41:00
Speaker 2
Okay. And how about the serial number? Yes. Okay, that is again two J. I'm, sorry, two zero J for John and then two zero M for Mary, three and then A for Apple, nine zero eight zero four nine. Okay. Okay. And how about the serial number?
41:00
Speaker 1
3844799. All right. Yes. Is that the last one I told you? The first one is, I think, several years old and the last one is, um, like new, like probably in the last year, you know, maybe nine months. I don't know, but not not terribly old. And they all work together, like they were all fine. [silence]
42:00
Speaker 2
Okay, that's 25 for the 10603844799. Correct? Okay, so how long you had this? Um, we 03 now one, the first one, sir. Okay, but as of now, you're not at home to, um, like, um, do this. Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
42:00
Speaker 1
Uh. Correct! And that's why I'm wondering if there are some that you can call me back in an hour. 56 30, 917-0933. Edward Lipman, E D, W, A R G, I P M A N and at yahoo.com. L I P as in purple, M A N, at yahoo.com. Well.
43:00
Speaker 2
the troubleshooting, right? Can I have your phone number, sir, to create a record so that in case you call us back, we can pull up your record? How about your first name and last name? And how about your email address? Okay. So, let me create a record for this one. Sir, I cannot promise if I can call you back at that time, just in case I'll be receiving a call. Okay? So, just give us a call.
43:00
Speaker 1
Okay. Okay, that's fine. All right, sounds good. I what, I have, I have 123 I have five notes. Correct. I have, I have a working computer with working internet, which is adjacent to the Modem.
44:00
Speaker 2
Just to make sure you've got a total of five nodes, right? Yes, I can say my mom, okay? And the only problem here is for the wireless connection that it's not working, correct? by the way, um, let me just verify for this um again, you've had the the first device, the WHW Oh 3. [HUMAN_REVIEW] the first one that you provided you got it for a couple of years already like how many years sir okay so will just um create a record here again just use your phone number as your ticket number so that we can pull up your record sorry just in any case I cannot call you back after an hour okay you're welcome so thank you for calling ling sir this is Carla just give us a call if I can call you back in an hour okay okay
44:00