V2 Rubric Detail — 649492f6-5f80-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:14
Duration
7m 31s
Contact
Shae Gilbert
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132099
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.8% (-35.2)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting for the wireless connectivity issue, immediately defaulted to paid support upon identifying the device as out-of-warranty, and ended the call without resolution, next steps, or empathy. Despite correctly identifying the WAN cable connection, no best-effort steps were attempted, violating OOW support standards and resulting in a fully unresolved case.

V1 Case Analysis

Customer (EA7200) reports no Wi‑Fi connectivity; Ethernet cable placement confusion. Agent provided generic cable direction and offered $15 paid support; customer declined. No resolution.

Troubleshooting Steps
  • Asked for model and serial number
  • Provided generic instruction to connect router WAN port to modem
  • Offered paid support after stating device is out of warranty
Key Observations
  • Agent offered paid support without confirming warranty status or exploring free troubleshooting options.
  • Customer remained confused about proper cable connections despite the agent's explanation.
  • Call ended without a clear next‑step or scheduled callback.
Positive Highlights
  • Polite tone and asked for model/serial information.
  • Correctly identified the correct Ethernet port for WAN connection.
Agent Errors / Gaps
  • Did not verify warranty status before offering paid support.
  • Provided only generic cable advice; no systematic troubleshooting (e.g., power‑cycle modem/router, check WAN status).
  • Failed to capture or confirm contact information and did not create a case number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support and ended the call without resolving the wireless connectivity issue or providing a self-help path.
R2 Not Met Diagnostic thoroughness conf 95%
Only basic cable connection advice was given; no steps to check Wi-Fi settings, SSID, security mode, or router admin access were attempted.
R3 Not Met Correct resolution path conf 97%
Agent immediately pivoted to paid support upon determining OOW status without attempting best-effort troubleshooting (e.g., Wi-Fi reset, power cycle, admin login), violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (no wireless internet) and confirmed wired connectivity, but failed to ask diagnostic questions about Wi-Fi configuration or recent changes.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, admin UI access, WAN test) were used or suggested despite the issue requiring router-side diagnostics.
T3 Met No misinformation conf 99%
Correctly instructed that the yellow Ethernet cable must connect from the modem to the router's Internet/WAN port.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent initiated with standard prompts and asked for model/serial, but lost control by abruptly introducing paid support without framing next steps.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not adapt to caller’s stress or confirm understanding; missed opportunity to build rapport with a non-technical caller.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership; instead, deferred to paid support and allowed the case to close without resolution or follow-up plan.
O2 Not Met Proactive follow-through conf 97%
No clear next steps were provided after the customer declined paid support; call ended without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent did not proceed beyond initial intake.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for the caller’s frustration or role as a temporary helper; response was transactional and dismissive.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pacing to match the caller’s confusion and stress; interaction remained rigid and disengaged.
X3 Not Met Overall experience conf 94%
Customer had to repeat model and serial information; agent did not streamline data collection or reduce effort through proactive guidance.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, this is Jay from Peekaboo Learning Center and we have one of y'all uh routers but I'm pretty sure it might be our
00:00
Speaker 2
they say, welcome to Links is 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.links is.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, pay, please have your device's 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.
00:00
Speaker 1
No more service. Um, I don't know. I'm trying to, I, I don't know. I'm trying to, it won't connect to the wireless, um, internet anymore. said again now. Um, no, but I unplugged and plugged it back up. I'm trying to see if I hooked it back up right because now I'm on the internet out the Ethernet cord. But I'm, what I want to know is do I put the, do I put the motor, do I put the plug into your Motor? Do I put the yellow cord into the router and into the back of the, um, hard drive? [silence]
01:00
Speaker 2
Should be connected to the Internet port of your linksys router and that goes to the modem port. The Internet port of the modem or Internet port. how about this? Give me the Serial number and model number of that so we'll figure out what to do. Let me read it back to you. So, that's 32x is in X ray, two zero M as in Michael, V is in boy, A is in Alpha, zero, three, eight, seven, two, right.
02:00
Speaker 1
My name is Michael. You got a two. Right. that's it. um model number. The model number. um ea7200. Shay Gilbert. S-H-A-E. Um. Oh, this a business. It's a daycare. I'm just assisting and I'm up here doing paperwork. [silence]
03:00
Speaker 2
[music] [silence] [music] [silence] Yeah, two then B A. All right. What's the motor number? Or what is the, I mean, what's your first name and last name? [silence] How do you spell your first name? And what's your email address? [ silence]
03:00
Speaker 1
We're getting the internet box one out so, yeah. I mean, not me no, probably them but not not me cuz it's not my business. Cops cable and I called them. They said they don't have outage so I'm trying, it might be this router. He might need to get another router but I'm trying to see before I call him.
04:00
Speaker 2
okay, understood. So no email address, right? Right. You know who's the internet provider? Sorry, you're breaking up. What was the name again? Okay. So I'm checking the serial number right here. Again, the cable should be connected to the internet port of the router and that other end of that cable should be connected to your PC or modem port, okay?
04:00
Speaker 1
Let me see. I don't think I got it. Because I think I got that ethernet cord connected to the modem, so I need to put this to the modem. So I I plug the yellow cord, the modem cord up to the to the router and then I plug it up to the modem. Uh It said re-connects network. VPN. [silence] It's a unno internet access. Identified network, no internet access. And then it got the network, no internet access. I'm going to get the little conference computer up in that bag. I got a part of a pink bag. That was the checks thing in the checks that's from AT&T. We can see them right there. Yeah. Oh, yeah. I mean, I can't make that call for me. Call him if we. Know
05:00
Speaker 2
Okay. I guess we need to do advanced troubleshooting or to track the carrier or something else. But I'm not sure if you're aware with this, since the device is out of warranty, I'm going to check that here based on this serial number. We charge $15 to assist. If the device is out of warranty. Are you okay with that?
06:00
Speaker 1
I can't do it. You know, this ain't my business. I just work here. So let me call him and get him to call y'all because I don't want to be a part of it. So, I don't know, so let me let him know that, you know, I don't want to say yes to something, to know something that I'm not supposed to be doing. Okay. Thank you. Okay. Okay. Thank you.
07:00
Speaker 2
Sure. No problem. Understood. Well, if you give us a call back, we provide your phone number. then I got you up. Thank you. Have a good one. Bye for now. [silence]
07:00