V2 Rubric Detail — 633abbd2-6049-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:12
Duration
19m 14s
Contact
Mike Mudd
Issue Type
Port Forwarding
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132303
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Trouble Connecting ATM to router
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall58.3% (+12.3)

V2 Grader Summary

The agent identified the correct technical path (port forwarding) but failed to provide meaningful troubleshooting or best-effort support due to out-of-warranty status, violating OOW standards. Minimal diagnostics and no tool use left the issue unresolved, resulting in an Unresolved outcome despite adequate communication and ownership.

V1 Case Analysis

Customer with E7300 in Starlink bypass mode experiencing TCP/IP timeout connecting ATM. Agent cited out-of-warranty status, offered to email port-forwarding steps. No troubleshooting performed.

Troubleshooting Steps
  • Requested serial number
  • Placed customer on hold for resource lookup
  • Suggested opening ports and contacting ATM manufacturer
  • Offered to email port-forwarding instructions
Key Observations
  • Agent placed customer on hold for ~6 minutes without progress or explanation.
  • No concrete troubleshooting steps were performed during the call.
  • Agent misheard customer's email and incorrectly recorded name.
  • Paid support was offered without confirming customer interest or explaining scope.
Positive Highlights
  • Agent acknowledged the issue and attempted to gather device information.
  • Agent offered to send written instructions via email.
Agent Errors / Gaps
  • Failed to confirm model/serial independently before proceeding.
  • Did not provide specific port-forwarding instructions or correct admin URL (e.g., http://192.168.1.1).
  • Offered paid support without verifying customer consent or explaining service scope.
  • Miscommunicated the customer's email address.
  • Did not create or reference a HappyFox case number.
  • Allowed long hold time without progress or justification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered to email port-forwarding instructions without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about power cycling and cable connections, which are relevant initial steps, but stopped troubleshooting prematurely after minimal investigation and before leveraging KB resources or deeper diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent refused free support solely due to out-of-warranty status and pushed a paid service, violating the OOW best-effort standard requiring real troubleshooting regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (TCP-IP error) and asked about basic physical layer checks, but failed to probe deeper into firewall settings, port requirements, or NAT behavior that would logically follow.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used—agent did not attempt remote access, check router settings, or guide customer through firewall/NAT logs despite the issue being configuration-related and resolvable via admin interface.
T3 Met No misinformation conf 99%
Agent correctly identified that opening specific ports (as defined by ATM manufacturer) is the proper way to allow external device communication through the router.
Communication
C1 Met Clear & professional language conf 97%
Agent maintained control: opened with confirmation, placed a brief hold with explanation, collected information, and closed politely.
C2 Met Confirmed understanding conf 96%
Agent used plain language, confirmed email spelling, and adapted tone to customer’s pace, showing awareness of comprehension needs.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up instructions.
O2 Partially Met Proactive follow-through conf 90%
Agent promised an email but gave an unclear timeframe ('within so') and no commitment to verify receipt or follow up if unresolved.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage—issue was within L1 scope despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent apologized for the hold, thanked the customer repeatedly, and remained courteous despite background noise and delays.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, stayed patient, and kept engagement through a complex issue.
X3 Partially Met Overall experience conf 89%
Agent reduced some effort by offering written steps, but required customer to contact third party and perform all configuration alone, increasing long-term effort.
Call Transcript24 turns · 26 lines
Speaker 1
[silence] Hey I was calling I have a a Linksys um um E7300 and and I'm trying to hook my ATM up to it I'm I'm running um Starlink and I'm in buy pass.
00:00
Speaker 2
[silence]
00:00
Speaker 1
Modes. So I'm running directly, it's ch I'm making my Star Link into a modem and I'm just running directly into my Lenkis. But it's blocking my, I'm getting a TCP IP connection error. So it's, it's either a firewall or something blocking my connection to my ATM. Because I was working at another location and I bring hear and something's blocking there. Do you have any idea what settings I would need to change on there? That's correct. Yes. The mo- yes. So I've, I've got my, I've got my Star Link in bypass mode and I'm going directly to the Linksys EATM.
01:00
Speaker 2
I see. All right. So, you're having a PPP IP error when you try to connect to your ATM, is that correct? And your modem is from Starlink.
01:00
Speaker 1
[KEEP_UNCERTAIN] [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] All right. I don't can let me check this and um, if I I'm answer. Is this working before or is it your first time setting it up? Um. I see this is a first time but this all links is router is working before. And when you hook it up before to your ATM, is it working before? Um, I mean, when did you uh have this issue sir?
02:00
Speaker 1
everything's running fine that I've got plugged into it, except for my ATM. So I know that the ATM uses different, um, it communicates a little differently than some things. So I've got something blocking it, a firewall or something blocking it. So I don't know if I need to do a port forwarding. I just don't know. So that's why I'm calling. Okay. Um, I see the serial number is serial, I guess this is, oh no, it's not, it's right here. 19T as in tom. 10S03819894.
03:00
Speaker 2
Okay, let me double check here. Can you provide the serial number of this, Linux router that you have there? let me get you a number, the announcement. compliment, can't got it. [silence]
03:00
Speaker 1
um so I've logged in I I've called I've called my ATM company and we confirmed everything was working and they told me you know it's you're going to have to contact um you know Lincoln's access because it's you're getting a connection I mean it's blocking your connection essentially probably is what they said so because it was working at our other location we literally moved I mean we we literally had it working today at the warehouse bring it here and I'm getting them I'm getting um I'm getting a TCP IP connection timeout error so I did a little bit of troubleshooting online and it was it was talking about [silence]
04:00
Speaker 2
So, the error, SDC, FTP error. And also, sir, if I may ask, what troubleshooting have you done so far? Sorry, I'll be back in a sec. Okay. All right. [silence] Okay. All right.
04:00
Speaker 1
ex file wall or either um I needed to turn something off in parental controls or something, but I didn't find them settings in the app. So yes, I have. Yes. Yes. I have uh I have run a different cable. Uh it's pulling in an IP address on my um on my ATM. So I'm just not um I'm not sure. It's just blocking the communication part of it.
05:00
Speaker 2
But did you try to power cycle both the ATM and the router? Like, unplug it from the power source and then plug it back in. All right. How about the physical connection folder? If the Ethernet cable is properly plugged in? Have you tried to check? It's OK. Got it. Okay. One moment, here.
05:00
Speaker 1
But yeah that's fine. Absolutely. Thank you. Okay. Absolutely. [silence] Oh, that's money for that. [silence] [silence] [silence]
06:00
Speaker 2
All right, is it okay, sir, if I put this on hold for about three to five minutes? I just need to pull up some resources here. Would that be okay? All right. Thank you so much. Just stand by. I'll be right back. Thank you so much. [silence]
06:00
Speaker 1
you the run-in to it if that meantime exactly Mm-hmm. see you the big crowd like you the town dream box. Yes ma'am. No problem. Yes. Well, it, it don't even give you the option to run a transaction. It won't load the main screen what it's saying. That Mhm. [silence]
08:00
Speaker 2
I apologize for the long hold. If I may answer, when you try to connect your ATM and the error message you're getting is the TCP-IP error, right? Is there any problem with the transaction with regard to that if the error occurred? [silence] I see. All right. [silence] With regards to that one, sir. Yes, we can open some ports of this router for it to be - to function. However, what I could highly suggest, sir, is to call the manufacturer and ask what is - what are or what is the specific number to be open on the port because there are some [silence] [truck horns] [silence] [car horns] [silence] sorry [silence]
15:00
Speaker 1
I can. Do you have time? I can call them and three way them in on, on this call. It won't take, but just like a minute. If you, if you want me to three-way them in, I can, I can get on the phone, their tech support, and we can ask them right now. Do you mind waiting for just a second? And I'll call them. And I'll three-way us in together.
16:00
Speaker 2
I yeah. I yes. However, this router that you have I've been checking this router was already out of out of warranty and for the out of warranty device we cannot provide a free troubleshooting over the phone. However, we can send you an email instead if you want and also if you if you insist, then we can assist you with this concern. However, you need to pay $15 for the troubleshooting that we will do and
16:00
Speaker 1
six to ten minutes? oh, 60 minutes. I understand. I mean, do you think we can get it resolved? I mean, I don't care to do it over what do you say, email. Okay. So I just need to know which port number we need to open, is that what you're saying? Okay. If you've got step-by-step instructions, that'll be perfect. You can just email one to me. That's fine.
17:00
Speaker 2
This is for only sixty minutes troubleshooting. [silence] How which one would you prove uh 60 minutes. [silence] Uh yes. [silence] I could um send you a step by step instruction on where you can open the port and where you can input the uh port number the uh manufacturer provides you. [silence] Yes sir, and you just need to input it on your router settings. [silence] I see. All right. [silence] Um kindly provide [silence] yes kindly provide your best email [silence]
17:00
Speaker 1
Yes, it's mud. That's going to be M-U-D-D-4107@gmail.com.
18:00
Speaker 2
mm-hm, OJと,Chima.com. All right. So, yes. I will send you a step-by-step instruction on how to open a port. And also just simply open or access your router settings and input the specific ports number. All right. The email address that you provided to me was M-U-D-D-4-1-0-7 @gmail.com.. Is this correct? All right. And also, sir, can you please provide your first and last name? All right. Thank you so much, Mike. So, yeah, expect an email from me within so
18:00
Speaker 1
Okay. Thank you, I appreciate it. Thank you you as well. Bye-buy.
19:00
Speaker 2
Right, the five minutes after we end the call. All right. Thank you so much, El. Have a good one. Bye for now.
19:00