V2 Rubric Detail — 707570ba-6b4f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 19:53
Duration
7m 14s
Contact
Greg Charles
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#TE00133962
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: PAID CONNECT: WHW03_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided active troubleshooting by immediately deferring to an email guide without attempting diagnosis, despite a clear, resolvable setup issue (solid red LED). This constitutes evasion of technical support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, misstated technical facts (red LED status), and outsourced resolution to an email guide without follow-up. No tools were used, empathy was minimal, and the customer was left to self-resolve. The interaction reflects avoidance of technical engagement, warranting an auto-zero for evasion.

V1 Case Analysis

Customer reported solid red LED and no internet on parent node. Agent incorrectly stated red LED means 'ready for setup' (KB states red = weak signal/failure), sent generic setup guide via email without troubleshooting, and closed call without resolution.

Troubleshooting Steps
  • Collected customer name and email address
  • Provided incorrect explanation of LED status (red = ready for setup)
  • Sent a generic setup guide via email
Key Observations
  • Agent incorrectly stated solid red LED means device is 'ready for setup' — KB states red LED indicates weak signal or connection failure.
  • No product model, serial number, or warranty status collected despite troubleshooting a hardware issue.
  • No systematic troubleshooting performed (e.g., power cycle, modem check, WAN status verification via router web interface).
  • Call prematurely closed after sending an email, without confirming resolution or next steps.
  • Paid support mentioned without first assessing issue eligibility.
Positive Highlights
  • Collected customer name and email address.
  • Sent a follow-up email with a setup guide (though generic and unverified).
Agent Errors / Gaps
  • Provided materially incorrect technical guidance: claimed solid red LED means device is ready for setup (directly contradicts KB).
  • Failed to collect product model, serial number, or warranty information — critical for hardware troubleshooting.
  • Performed no systematic troubleshooting (e.g., power cycle, modem check, WAN status verification).
  • Did not guide customer to router web interface (e.g., http://192.168.1.1 or http://myrouter.local) to check internet status.
  • Prematurely closed the call without confirming issue resolution or establishing a valid next step.
  • Mentioned paid support without first determining if the issue was covered or required advanced service.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent promised to send a guide but did not confirm resolution or verify any outcome; issue remained unresolved at call end.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no power cycle, no check of cables, no login attempt, no model verification.
R3 Not Met Correct resolution path conf 96%
Agent did not assess product status, model, or issue severity; defaulted to sending a generic guide without diagnosing.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked; agent misidentified solid red LED as 'ready for setup' when KB states red = weak signal.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, admin UI, logs) despite a diagnosable hardware/light issue.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated a solid red light means the node is ready for setup — contradicts KB which says red = weak signal.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure; agent jumped to email collection and guide promise without framing or control.
C2 Not Met Confirmed understanding conf 95%
Agent used unclear terms like 'Linxsus device' and 'parents' health'; failed to adapt to customer's frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — outsourced resolution to an email guide and ended the call prematurely.
O2 Partially Met Proactive follow-through conf 92%
Agent stated they would send a guide after disconnect, but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy; brief 'I'm sorry' without acknowledging customer’s repeated efforts or frustration.
X2 Not Met Tone & rapport conf 94%
Agent continued scripted responses despite customer’s irritation and confusion; no tone adjustment.
X3 Not Met Overall experience conf 96%
Customer had to repeat email, wait for guide, and self-troubleshoot — agent added effort, not reduced it.
Call Transcript12 turns · 13 lines
Speaker 1
This is [ link] [ silence] [ silence] this call is recorded for quality assurance. Please hold as we connect you to a [ link] specialist. Hello. Hi sir, this is G from links technical support. Thank you so much for answering the call sir. Um sir, I was not able to get your email sir, for me to send you the guide for the troubleshooting. Uh, do you have any, um, active email, sir.
00:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Hello. I'm trying to. I'm trying to figure out which emailI I gave you guys. I don't remember. I'm I'm I'm I'm looking right now. I knew I've given put one in here when I when I signed up on this thing, but I don't remember which one it was. And I don't want to give you one I'll have access to anymore because I think it was uns for sure at yahoo.com. [silence]
00:00
Speaker 1
I'm sorry. What's the email here? Can you spell that one for me please? Hum. At Yahoo dot com. Okay. Unfazed for sure at Yahoo.com. Yes sir. How about your first and last name sir? Hum. I'm sorry. What's your last name sir? S O O R O W. Charles. Okay, sorry, sir. Okay, so yes, sir. I'll send you the guide, sir, right after we disconnect the call. Anyway, sir, that's a direct, that's a very easy to follow step-by-step guide, sir, for you to set up your Linxus device. So, just make sure, sir, that your, uh, that your parents note is ready for setup. I'm not sure. Uh what I mean, sir, is it if it's ready for setup. It should show you, uh, if it's not a purple or pink light through on the top. It's a red light, steady. And the default name, uh is showing up. So, the default name, sir, that's the same WiFi name underneath the Linxus parent node. If you have it on your device list.
01:00
Speaker 2
D-H-A-R-L-E-S, Charles. I don't know how. It's not detecting the internet. That's why I called.
02:00
Speaker 1
Mhm.
03:00
Speaker 2
Yeah, it has a solid red light on top of it right now. But um, I, Yeah, it's showing up on my phones. You know what? No, the, The default name. Okay, I'm, I'm waiting for it to come in. I haven't gotten it yet. Okay. This is frustrating. Remember the day when you just did plug and play, everything just worked. Now now you gotta go everybody wants you to have an app, put everything on the app.
03:00
Speaker 1
choose the option to set it up using the app. mm-hmm. still haven't received that yet. hmm. Yes, it's UN
04:00
Speaker 2
When I tried that, it keeps saying it don't detect the internet. That's why I called you guys. Uh, I've had the app since I bought this thing and I never had a problem with it. And I don't know if it's this note or should I try a different node? I just don't know. I mean, this has always been the one that was the primary note, the parent node and so I'm just not sure. I just have to. They see. I still haven't gotten the email. Unface for sure@yahoo.com. No, it hadn't. I checked the spam. It had nothing to spam either.
04:00
Speaker 1
Okay, for sure. Okay, let me try this and I see you again, okay?
05:00
Speaker 2
s FAZ is in zebra, at you and f-a-z like a zebra, ED four it sure.
05:00
Speaker 1
Can you check it now, sir? Okay, yes, sir. Mm-hmm. Mm. Yes, sir. Just follow that guide, sir, and you'll be able to set up your Lenstra device. Start with your parents' health, sir. Okay. Thank you so much for, yes, sir. Thank you so much for answering the call sir, and have a good day. You can call us back if you need further assistance, sir. Yes, I mentioned we do have paid service. Have a good day. Stay safe. Goodbye, sir.
06:00
Speaker 2
let me check it. yeah. I just came in. link six link six technical support. download the guy here. yeah. so uh, I got the I got the email. okay. all right. Thank you. okay. okay. bye. bye.
06:00