V2 Rubric Detail — 5703e3b0-604f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:55
Duration
6m 46s
Contact
Aaron Hargrabn
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132310
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 No Internet
⚠ 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 responsibility by immediately pivoting to paid support and refund offer instead of attempting troubleshooting, effectively evading technical support duty despite the issue being within scope for best-effort resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the customer's request to remove a cloud email or fix router connectivity, offering only a sales pitch for paid support and an unsupported refund promise. Minimal troubleshooting was performed, no tools were used, and the agent showed no empathy despite clear customer frustration. This constitutes avoidance of support responsibility, triggering an auto-zero for evasion.

V1 Case Analysis

Customer (Aaron) reported red LED and no internet on MR8300. Agent stated device out of warranty, offered paid support, and sent generic reconfiguration email. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Asked customer to observe LED colors
  • Asked about Ethernet cable connection
Key Observations
  • Agent declared warranty status without verification or serial number collection.
  • No basic troubleshooting (e.g., power-cycle, reset, WAN check) for red-LED/no-internet condition.
  • Incorrect policy statement: claimed free phone support is unavailable due to expired warranty.
  • Premature push to paid support without attempting any fix or confirming customer access to tools.
  • Email sent to alternate address but no content validation or KB reference provided.
Positive Highlights
  • Polite tone and used customer's name (Aaron) consistently.
  • Confirmed email delivery with customer before ending call ([05:00]-[06:00]).
  • Acknowledged customer's connectivity observations and repeated key points for clarity.
Agent Errors / Gaps
  • Failed to collect serial number or verify model despite troubleshooting a hardware issue.
  • Incorrectly stated that free technical phone support is unavailable due to warranty expiration—policy allows basic triage regardless of warranty.
  • Skipped standard troubleshooting steps for red LED and no internet (e.g., power-cycle modem and router, check WAN connection).
  • Did not confirm customer access to web UI or app before referencing cloud/email-based solutions.
  • Created case without citing HappyFox number or confirming case creation with customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid service and refund instead of resolving the email removal or connectivity issue; no actual resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about LED status and cables; skipped essential steps like power cycling, checking WAN connection, or testing modem directly.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to selling paid support and a refund rather than providing best-effort troubleshooting for an out-of-warranty device as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Minimal diagnostics: noted LED colors but failed to ask about internet status, modem health, or prior changes — no root cause identified.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote session, WAN test, or firmware check) despite a clear need to verify connectivity and configuration.
T3 Not Met No misinformation conf 93%
Claimed no follow-up sessions even if defect found and promised a refund percentage not supported by documented policy — materially inaccurate information.
Communication
C1 Partially Met Clear & professional language conf 90%
Started with greeting and basic questions but lost control by abruptly shifting to sales options without framing or transition.
C2 Partially Met Confirmed understanding conf 87%
Language was understandable but not adapted to customer’s frustration; used scripted tone without checking comprehension or adjusting for emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by pushing customer to paid service instead of continuing troubleshooting or guiding through self-help steps.
O2 Partially Met Proactive follow-through conf 88%
Sent email and asked for confirmation — a next step — but provided no timeline for resolution or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy shown despite customer’s clear frustration ('Jesus Christ... today is the day'); remained transactional and sales-focused.
X2 Not Met Tone & rapport conf 91%
Failed to adapt to customer’s emotional state; continued with scripted responses instead of calming or engaging empathetically.
X3 Not Met Overall experience conf 93%
Added effort by making customer check spam and wait for email; did not simplify process or perform actions agent-side.
Call Transcript10 turns · 11 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Um, hello, this is Ellie from Linksys's technical support, the one who assisted you earlier. Oh, I thought you hang up on me, but uh, yeah. So, uh, I was actually about to explain that if you wanted to remove the email address that is associated on this router, so that actually need to be requested first so that this email address will be removed on the Cloud. And um uh, and then, uh, let me just also uh, put in um, because I'll be creating an a ticket for this conversation. May I have your first name and your last name? [silence]
00:00
Speaker 2
yeah, man, you cut out. I didn't know what happened there. It just hung up on me. [silence] Yeah, my name is Aaron A-Raa-a-R-N hard risk.
00:00
Speaker 1
Okay. Thank you so much, Aaron. and let- okay, give me one second. And, by the way, Aaron, can you help me check from the router if you can see any LED light? Okay. Okay, a faint little... oh, okay. Thank you so much. And apart from turning it on and off, um, Aaron, what are the other things that you've done on the router? Okay. Can you double check, Aaron, at the back of the router, the ethernet cable that's [silence]
01:00
Speaker 2
[KEEP_UNCERTAIN] h.a.r.g.e a b.e.s.f. [silence] yeah, there's a faint blue one that's flashing. [silence] now it's [silence] nothing. but now the uh the LED light's gone red.
01:00
Speaker 1
Connecting from your router to your new modem, and do you see some flashing LED's? Yes, it started back on the router. Okay, thank you so much. Okay, give me one moment. Okay, Aaron, I did check this router. [silence]
02:00
Speaker 2
Yeah, it looks like it's connected. At the back of the router? Yeah. I've got a orange one and a couple green ones that are steady. Two orange ones are flashing. And now the spectrum internet is gone. Guess what happened. Ooh, Jesus Christ. Today is the day.
02:00
Speaker 1
So as for checking here, the router is already out of warranty. So if the router Aaron is out of warranty, so the free technical support over the phone will no longer be available. However, we do have options here. So the first option here Aaron is you can visit the website of linksys and take advantage with the AI tool agent. Second option here is the paid connect service. So that paid connect service will cost you $[REDACTED_PAYMENT_DIGITS] and that will only last for an hour. Now, if we happen to discover that the router that you have is defective, so there will be no replacement or any follow-up sessions for that one. And the last option here Aaron is um I can send financial aid. So my case will have to tell you that we will refund you basically [REDACTED_PAYMENT_DIGITS]% of the $[REDACTED_PAYMENT_DIGITS] that you use will get will go back to you. So how do you want to proceed with that? you an email with all of the troubleshooting instructions that you need to reconfigure this MR-8300. Yeah, of course. Can you give me that email address? Okay. ProFitnessGym@gmail.com. Okay. Can you stay on the line so that you can confirm that you receive the email? Okay. Give me one moment.
03:00
Speaker 2
okay, that'd be great. Can you send it to, uh, a different email than the one we have on file? Okay. Yeah, it's info, I-N-F-O dot pro fitness, G-I-M, at gmail.com. Yes, sir. Yeah, man. [silence]
04:00
Speaker 1
Okay. There you go, Aron. I just sent you an email. Kindly check if you received it already. [silence] Okay, there you go, Aron. I just sent you an email. Kindly check if you received it already.
05:00
Speaker 2
All right, I'm gonna look. Nope. Would it go to my spam or something? Check. Okay, I see it now. Thank you so much, man. All right, have a great one.
06:00