V2 Rubric Detail — 5f3ea8e4-6e5f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:25
Duration
7m 23s
Contact
Satnam Lehra
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134289
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single devices cant connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion: Agent avoided meaningful troubleshooting, failed to use available tools, offered only a generic suggestion, and abandoned the customer without resolution, escalation, or follow-up.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to diagnose or resolve the core network connectivity issue affecting the customer's car wash registers. No troubleshooting was performed, no tools were used, and no ownership or escalation was taken. The interaction lacked structure, empathy, and technical follow-through, resulting in a completely unresolved case with critical gaps across all performance categories.

V1 Case Analysis

Customer changed Wi-Fi password after paid support; POS register now cannot connect via Wi-Fi or Ethernet. Agent advised reconnecting to new Wi-Fi but no further troubleshooting performed.

Troubleshooting Steps
  • Advised reconnecting the register to the new Wi-Fi SSID/password
  • Acknowledged Ethernet connection attempt but did not troubleshoot further
Key Observations
  • Agent did not collect product model/serial number or confirm warranty status.
  • No detailed troubleshooting of Ethernet or LAN settings was performed.
  • No clear next-step, escalation, or follow-up plan was provided.
  • Customer paid for support, indicating out-of-warranty status.
Positive Highlights
  • Agent acknowledged the issue and attempted to suggest a solution (reconnect to new Wi-Fi).
  • Agent placed the customer on hold to check prior case information.
Agent Errors / Gaps
  • Failed to collect product model/serial number and warranty status.
  • Did not verify router configuration (DHCP, firewall, MAC filtering) after password change.
  • Provided only generic advice without confirming connectivity.
  • Did not create or reference a case number, nor set a follow-up or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the connectivity issue with the car wash registers; only suggested reconnecting to Wi-Fi without verifying or resolving the actual problem.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were taken — no check of Ethernet settings, admin interface, firewall, or device configuration; agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 97%
Agent did not determine product status or support eligibility, nor provide a valid resolution path such as troubleshooting, escalation, or best-effort guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify clear symptoms or root cause; questions were vague and disjointed, with no logical diagnostic progression.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., router admin access, remote session, logs) were used despite the issue requiring investigation into network settings and firewall configuration.
T3 Partially Met No misinformation conf 85%
Suggestion to reconnect devices to new Wi-Fi is technically correct in some cases, but it was generic and did not address the wired Ethernet failure or firewall concerns mentioned.
Communication
C1 Not Met Clear & professional language conf 97%
Agent provided no structure, expectations, or call control; conversation was unfocused and allowed to drift without redirection.
C2 Not Met Confirmed understanding conf 96%
Agent used no adaptation for customer’s confusion or stress; failed to confirm understanding or simplify technical terms like 'configure' or 'firewall'.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent took no ownership of the missing email or unresolved issue; made no commitment to follow up or resolve the case.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up actions were established; customer left without a clear path forward.
O3 Not Met Closure confirmation conf 96%
Agent referenced a prior agent but did not access or use any case history; re-asked basic questions and showed no continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Case remained unresolved with clear technical complexity (firewall, connectivity, configuration), yet no escalation was initiated.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred despite being warranted; therefore, execution cannot be judged positively.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy for customer’s frustration over lost email, broken business systems, or repeated calls.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust tone or pace to match customer’s emotional state; remained flat and unresponsive to distress cues.
X3 Not Met Overall experience conf 97%
Customer repeated the issue multiple times; agent added no efficiency and created more effort by failing to act.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] I yes, I just called a little bit ago um and I had a question um they were supposed to send me an email on how to um I'm not sure if you what to restart or what it was um just because I'm having trouble with my uh router. Um and I just haven't received the
00:00
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.Linksy.com. Please have your device's serial number ready. For assistance, press one now. For out-of-warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Ice. How can I help you?
00:00
Speaker 1
N, that, thanks.
01:00
Speaker 2
Let me check. Okay. You haven't received an email. Okay. Hold on. I'll check on the agent who talked with you previously, okay? I'll put you on hold for two minutes, okay? You're welcome. [silence]
01:00
Speaker 1
Yes. Yes. No it's because um the other day I let the person that helped me prior um know that I called on Monday to um to make my router wireless and they just let me know it is wireless so I just needed to go ahead and reset it.
02:00
Speaker 2
Hello. All right. May, I, just confirm, my, is your name Satnam, Lara. Okay. So, you were asking for a, email for a, recovery or resetting your router.
02:00
Speaker 1
Um, I guess I ended up paying the that fifteen dollars to get help to reset, like, my password and help me out with all that. And once we went ahead and did all that, um, basically, um, my car wash, I'm having a little trouble with my car wash, um, it's not connecting anymore to, like, it's having a hard time connecting to my car wash, my, uh, the registers, right after that happened. And they let me know that they would send me a password that I would have to, like, reset it or something like that and go ahead and con - fig - rate it? I'm not sure if I'm saying the word right. I can't even say it. Con - fig - rate it? I just don't even know how to say it. And she let me know that she would send me an email and I have not received anything from her. I only have an email from the 15th. Yeah, I can speak English. [silence]
03:00
Speaker 2
Uh, the agent that told you to - who, uh, will send you an email, was it, uh, today.
03:00
Speaker 1
Yes. Today. I called today. Yeah. I called today letting you know and she let me know something about the firewall or firewear or something like that. There's something wrong with the fire... I'm not sure. Fireway in Firewall, not really sure. So 30 set up. The thing is that once we went ahead and changed the password on Monday last week, basically my everything, my carwash was working perfectly fine, so now on my registers, I can't I can't print out receipts for my carwash, so basically it's not communicating. I believe it's like once we did the changing on the password or something like that, that's when it like literally kicked me out. Like it's not letting it communicate.
04:00
Speaker 2
You called him or or a week ago today. Can you tell me what was the issue of your router now? Is it set up already or not yet set up? Ah. [silence] Ah. If you have changed the password.
04:00
Speaker 1
Yeah, so we tried to use the, the, just the router, the one where you do the connection, the, I'm not sure how do you guys call it, the ethernet, we tried the ethernet instead. Um, and it's not going through. It's not letting us use it. Yeah, we tried the ethernet and it's not, it's not working. That's why it just kicked us out. [silence]
05:00
Speaker 2
Then maybe you will have to connect to your new Wi-Fi with the new password since you have created new Wi-Fi and password, then you will have to reconnect your devices to the new Wi-Fi name or password you have already created. [silence] Oh, so you wired it, but it still wouldn't work.
05:00
Speaker 1
[silence] Yeah, like it can't connect, it can't communicate. So it's not letting us print out anything at all. [silence] Yes, my registers are working perfectly fine. [silence] Is just that one. It doesn't communicate with my with my register at all. [silence] Since we went ahead and changed that. [silence] What's the name of it or sorry? [silence] I'm not sure what it would be called on there. So, the car wash, that's the one, it doesn't wanna, it doesn't wanna communicate.
06:00
Speaker 2
that you want to connect to your router that will not connect
07:00