V2 Rubric Detail — 6d5a25e4-822c-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-17 22:11
Duration
17m 34s
Contact
816-564-6120
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136621
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.71/5
Overall5.2% (-14.8)

V2 Grader Summary

The agent completely failed to address the customer's port-forwarding issue, skipping required diagnostics and incorrectly pursuing a firmware reflash. Technical accuracy was severely compromised, and the agent demonstrated poor ownership and communication. The call ended unresolved with no appropriate escalation, resulting in a negative customer experience. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

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 port-forwarding issue; instead initiated an unrelated firmware reflash that did not address the customer's specific problem with ports 41791 and 41795 remaining closed.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting for port forwarding performed (e.g., no verification of static IP, device firewall, NAT type, or Double NAT). Agent skipped essential diagnostics and jumped directly to firmware reflash.
R3 Not Met Correct resolution path conf 96%
Selected firmware reflash as resolution path without validating its relevance to selective port failures. This was inappropriate for a port-forwarding issue and ignored the customer's actual need.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent applied no logical diagnostic process for port forwarding. Failed to ask about device IP, NAT type, ISP gateway, or firewall settings, and did not identify a root cause.
T2 Not Met Appropriate tools / resources used conf 100%
Used Zoho remote access and firmware reflash — tools irrelevant to diagnosing port-forwarding failures. Skipped required local admin interface checks (e.g., http://192.168.1.1) defined in KB for port-forwarding troubleshooting.
T3 Not Met No misinformation conf 100%
Concluded that reloading identical firmware would resolve specific closed ports (41791, 41795), which is technically inaccurate and unsupported by KB. Port-forwarding issues require IP reservation, firewall checks, or NAT adjustments — not firmware reflash.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no clear agenda, framed the call as 'I'm gonna do a reflash' without explanation, and allowed the conversation to drift between unrelated topics (parent node name, wiring, download folders).
C2 Partially Met Confirmed understanding conf 85%
Agent attempted to guide the customer through file location and firmware download but used unclear, fragmented language (e.g., 'I'm gonna do it right now,' 'Allow. Okay, good'). Some adaptation occurred, but consistency and confirmation of understanding were lacking.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the port-forwarding issue; shifted focus to firmware reflash without confirming the resolution path with the customer or acknowledging the core problem.
O2 Not Met Proactive follow-through conf 94%
Only mentioned temporary internet loss during reflash; provided no next steps, timeline, or follow-up plan for resolving the unresolved port-forwarding issue.
O3 Not Met Closure confirmation conf 93%
Agent referenced receiving a message from Level 1 but did not review or reference prior case notes, troubleshooting steps, or history. Treated the issue as new despite being a Level 2 escalation.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Failed to escalate despite being unable to diagnose or resolve the issue and pursuing an invalid resolution path (firmware reflash). A warranted escalation was necessary but not initiated.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred on this touch; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent remained transactional throughout, never acknowledged the customer's frustration about business-critical ports, or recognized repeated effort on the customer's part.
X2 Partially Met Tone & rapport conf 80%
Customer remained engaged and offered assistance (e.g., showing download folder, confirming Wi-Fi calling status), indicating some rapport. However, agent failed to adapt communication style consistently, leading to moments of confusion.
X3 Not Met Overall experience conf 96%
Customer repeated port numbers and wiring details multiple times while agent pursued unrelated actions (firmware reflash), increasing effort unnecessarily. Unavoidable friction was created through poor call control.
Call Transcript27 turns · 30 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. Oh, hi. anyway, I apologize, Philip. Let me just do my introduction. Let me just do my introduction. I was on mute. anyway, I thank, hi, Philip. Yeah, this is the Linksys technical support level two team and yeah, this call is recorded for quality purposes. Yes, Philip. Yeah, I got your message from the level one. And yeah, um, and yeah, just a quick question. It says here you're using the B.
00:00
Speaker 2
Hey, what's up? Okay. Cool.
00:00
Speaker 1
GW320. Is that correct, sir? Yes, sir. Mm-hmm. Yes. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay. Okay. Okay. Well, anyway, uh, it's okay. Uh, yeah, I, I, I, I send you an email, uh, just, um, in case you, you need it. But anyway, we're gonna skip that part, okay? So, um, oh. [silence]
01:00
Speaker 2
Great grand I have great Internet. I have great connection, but I yours. I yours. forward everything and two of the ports are not opening up. Port number 41791 and 41795. Say time out. Everything else opens up. At my business and I think I had everything set the same. At my business, it was perfect. But here, it's not. So, I needed your help. And so I asked for you. And so, yeah, I'm glad I got you.
02:00
Speaker 1
No wonder why. I see. So the 4179, uh this is going to 4795. So, um, yeah, uh, let me just check what the. Okay. Uh, sorry, uh, I got the 4795. You said it's not open and the other one is the 4191. Okay? And the other one is, oh, okay. I'll leave.
03:00
Speaker 2
But I couldn't get it. So I actually I actually so here so I have port forwarding. I have 417:90 to 417:91 and 417:90 opens 417:91 does not. Then I have 417:94 through 417:95. 417:94 opens 417:95 does not. [silence] No. [silence] 791. Yeah. [silence] 417:95. Only those two. So I've got a bunch of port forwarding. [silence]
03:00
Speaker 1
Okay, let me do remote access to that computer. Um, uh, yes, go to uh, hold on. Uh, it's um, jod.zoho.com. One second, uh, still going there. Almost done.
04:00
Speaker 2
to that zoo. What is it called? Zoho dot, Z. O. H. O dot C. O. M. K. Okay. Uh, my ID. for. Yeah, you're running mail just me.
04:00
Speaker 1
Going to that page and it's uh, 450. Okay and then 008 and then 740. [silence]
05:00
Speaker 2
are you're cool 450-008 740 let's agree and download that took a second let's see there we go it's downloading
05:00
Speaker 1
Okay. Uh, it's gonna be both. It requires those two to be. We're using Mac right now, right?
06:00
Speaker 2
[silence] ing. and can allow join proceed and what do you want me to click it says accessibility or screen recording. [silence] How do I oh so I hit configure to that open system settings. Yes sir Yes sir.
06:00
Speaker 1
... ... ... ...if the person and I'm gonna okay right mm-hmm 4179 wow 41791 okay and then the other one is 41795 okay great okay yep I see it one that something. Oh Oh, hold on. Maybe I missed this earlier. The one uh at work right now is running smoothly working, right? And we're at your home right now. Oh, okay. Sorry, I missed that. Hmm. Hmm alright
07:00
Speaker 2
Well, that was at work, but here at home, it's 192.168.2.44. Yes. Yes. Yeah. No, you're okay. You're okay. Yeah, we got work working perfect. So, and and this is actually working perfect, except for those two ports that aren't opening. While we're trying to check this, I'm doing some wiring. So you tell me, you look at that, all that stuff, and then tell me when you need me. I'm just going to grab something to check the continuity of his wires. There we go. Yeah. That links this. Since it doesn't have that PPOE, I have to extend the power wires.
09:00
Speaker 1
okay got it here's what I'm gonna do okay. I'm gonna do a reflash right now and I'm looking for uh what what is the name of your parent node at homar? [silence] T6.5 okay. hello. set up T6.5 T6.5 hello hello.
10:00
Speaker 2
sure sure good question let me see here cuz I didn't change them let me look at my photographs here and I'll tell you I believe the parent node is yes VP set up B six B. I don't see it in there.
10:00
Speaker 1
Are you looking at on the Linksys app right. Okay. This one? MX2000. Yep. It just went out now. Uh, you're doing, uh, so on the physical connection now, what I'm going to be doing is reflash, so I'm going to, um, download the same firmware which is on the screen right now. Uh, that's 1.
11:00
Speaker 2
So that... Now, how about this? The serial number is one seven one two three. Let's see if we see that. Blinks this. There it is. It's right in the middle. Right here. Yep, that's the one. That one. Yeah. Yeah, see the Mac address B six five. See it? That's the right one. All right. And then we can... Okay?
11:00
Speaker 1
Barry ComeG 1.7.210469. So we're basically just reloading the same firmware, okay? and, um, one second. Um... And, uh, when I do this, uh, there will be temporary, uh, loss of internet. okay. And then, once the, um, reflash is done, it's just going to come back. Okay. Okay. I'm going to go to my computer. Ah, hold on. Um. MX2000, uh, one 1.1.7.211.
12:00
Speaker 2
That's fine, that's fine. When you see.
12:00
Speaker 1
Oh, this is for the star hub, okay. 2,10, 469. OK, there it is. Good thing I ... double check. OK. 2,10, 469. OK. OK. I made the mistake before of loading the wrong firmware since I'm very cautious. Now, here's the part that I'm going to be honest. I'm not so good with Mac. Where is your download folders, sir? [silence]
13:00
Speaker 2
And there's one child node that's not online right now, and it's because I'm extending the wires.
13:00
Speaker 1
[DOWNWEIGHT] Yeah, I just did. Okay. All right. Allow. Okay, good. So 21, double check again 210469. It's a phobia to Mr. His customer was so upset. I put it the wrong form that happened way back. Is it here the firmware? Uh there that's what I'm looking for 30 okay. Yep um it's there now okay? And um uh before I do this uh is your phone connected to this network? If it is, if I'm going to do this, are we going to be disconnected from the call or your phone and the okay. If your Wi-Fi calling is on that's good. That means we're not going to be disconnected. Here it goes. I'm going to do it right now. [silence], And I might give you a different
14:00
Speaker 2
Okay, what are you looking? No, the firmware, the way I find it, okay, I go like this. Let me take control the mouse and I'll show you where it's at. Let me see here. Scroll down, downloads, there's the firmware. You see it? Cool. Okay. Okay. I don't know. I mean, I do have Wi-Fi calling on, but I don't know if we're going to be disconnected or not. If we are, you have to just call me back. [silence]
15:00
Speaker 1
I'm gonna... I might... Wait, click OK. Just... I'm gonna... Just a second. Some notes here. Let me just verify this. So I remember you purchased, uh... Uh... Six MX 6200, right?
16:00
Speaker 2
[KEEP_UNCERTAIN] okay, that's fine. This will be perfect because I should have this thing done by the time we're done with that, and then we'll have the other child node online. It says router is rebooting.
16:00
Speaker 1
And you said you want to use the three in your work and three at home, my corrector?
17:00