V2 Rubric Detail — 75b8966a-603c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:40
Duration
5m 57s
Contact
Nancy Perlson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#TE00132021
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_No internet connection using new ISP modem
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall19.1% (-16.9)

V2 Grader Summary

The agent provided one technically correct instruction (connecting WAN cable to parent node) but failed to conduct any systematic troubleshooting, use diagnostic tools, or verify resolution. No empathy, ownership, or clear next steps were demonstrated, leaving the customer to perform physical tasks without support continuity. The interaction lacks diagnostic rigor and customer-centered follow-through, resulting in an unresolved case.

V1 Case Analysis

Customer reports no internet on three-node Velop mesh. Agent advised connecting ISP cable to parent node but did not verify fix or collect model/serial. No further troubleshooting performed.

Troubleshooting Steps
  • Confirmed number of nodes (three).
  • Asked if parent node is wired to the modem.
  • Advised to plug the ISP cable into the parent node.
Key Observations
  • Agent provided only a single, unverified instruction and did not confirm outcome [04:00–05:00].
  • No device model, serial number, warranty status, or case number was collected or referenced.
  • Long silences (over 60 seconds) with no active troubleshooting or communication [04:00–05:00].
  • No structured flow — agent did not validate topology, check LED indicators, or escalate appropriately.
Positive Highlights
  • Correctly identified that the parent node should be connected directly to the ISP modem, aligning with Velop topology requirements.
Agent Errors / Gaps
  • Failed to collect essential product information (model/serial) despite hardware troubleshooting.
  • Did not reference or update a HappyFox case, violating case management protocol.
  • Allowed extended silence without explanation or direction [04:00–05:00], losing call control.
  • Did not verify whether the suggested fix resolved the issue or provide any follow-up steps.
  • Failed to follow a systematic mesh-rebuild or WAN-diagnostic flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends without confirmation that internet was restored; the only action was instructing the customer to move the cable, with no verification of resolution.
R2 Not Met Diagnostic thoroughness conf 93%
Agent skipped essential troubleshooting steps like rebooting, checking LED status, or testing at the modem; jumped directly to cable reconnection without diagnostics.
R3 Not Met Correct resolution path conf 90%
No determination of root cause (ISP, modem, router, or configuration); offered no structured resolution path beyond a single physical change.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
No diagnostic questions about symptoms, node LED colors, or WAN connection status; failed to identify root cause or narrow possibilities.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use or reference any tools (e.g., speed test at modem, router dashboard, LED indicators) despite a persistent connectivity issue.
T3 Met No misinformation conf 88%
Agent correctly instructed to connect the internet cable from the ISP router to the parent node’s WAN port, consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent acknowledged the callback and asked basic clarifying questions but provided no clear structure, expectations, or transitions.
C2 Partially Met Confirmed understanding conf 78%
Used plain language but did not confirm understanding, adapt to customer’s emotional state, or simplify technical concepts beyond basic phrasing.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Agent gave no commitment to follow up, did not take ownership of outcome, and provided no assurance of continued support if issue persisted.
O2 Not Met Proactive follow-through conf 84%
No explicit next step, timeline, or follow-up plan was established; customer left to perform action with no support path forward.
O3 Partially Met Closure confirmation conf 75%
Agent referenced prior two hours with another tech, showing awareness of history, but did not leverage it to avoid redundant steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted at this stage of the interaction.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer’s frustration after two failed support sessions; no empathetic statements or validation of effort.
X2 Not Met Tone & rapport conf 88%
Agent maintained a neutral, procedural tone without adjusting to customer’s stress or confusion; no engagement checks or pacing adjustments.
X3 Not Met Overall experience conf 87%
Customer required to physically reassemble equipment and move cables; agent did not reduce effort or offer alternative diagnostic methods.
Call Transcript8 turns · 9 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. Hello? Hello, ma'am. This is Mark from the Linksys Level 2 tech team. Is this still a best time to call you back? Okay. All right. Well, it says here that you've lost connection or internet connection. Is that still the case? Yes.
00:00
Speaker 2
Hello [ silence ] Hello. Yes, hello. This one's okay. Yeah, I think they had said two 30, but this is okay. That works for you. Um, well, it's a little more complicated. So are you a level two tech uh support person? Okay. Um, and have you looked over the, um, record? Because there's I've done uh two hours, I guess, two different separate paid hours with, um, the initial tech. And we've run through all kinds of things and not had any success.
00:00
Speaker 1
yeah. so you have three nodes in total and is the parent node still wired to the modem? okay. All right. yeah, let's connect one node. uh, yeah. that's okay. I see. Well, I can stay here or sure. All right.
01:00
Speaker 2
yeah do you wanna still go up and get some yeah yeah yeah that's fine correct um no nothing's hooked up right now I took it all apart but um I can go do that um wait okay and you are you going to want me to have my computer also um I mean if you wanted to you could call back in like 10 minutes and I can be all set up over there it's it's in a different location on the it's on the outside of a building [ silence ] cool oh okay or hang on and I'll I'm heading over there right now so hang on and I'll pick back up in just one minute okay hang on Okay, so I'm over here where the service comes in. And last time, uh they had me hook up the, what was the parent node, uh, swap that out for the router that the uh internet provider installed when they upgraded because we couldn't get the Linksys to work. Uh, and then we tried all kinds of things with that.
01:00
Speaker 1
Sure. Okay. All right. Yes. [silence]
04:00
Speaker 2
and I think she thought, well, maybe it's a problem with the parent node. So we switched to one of the child nodes that promote it to be a parent, and it still didn't work. So does it matter? Can I just use the original parent node and hook that up? Okay. All right, so what I'm doing is hooking I've got all three nodes. I'm powering them up right now. I'm going to put the phone down for just one sec. All right, and then I am just going to move the internet cable from the internet company's router and plug it into the parent node, correct? Yes.
04:00
Speaker 1
power. Yes. [silence] And so.
05:00
Speaker 2
yes, just right above the um, plug, the power plug. Yep. [silence]
05:00