V2 Rubric Detail — 75f5c698-5f7e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:00
Duration
9m 6s
Contact
Steve Riddell
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132098
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPMNX55 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent provided incoherent and nonsensical responses (e.g., 'astrict pixel power. Mood. Now open the lenses up.') suggesting disengagement or evasion of actual troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided technically inaccurate and nonsensical instructions, and demonstrated no ownership or empathy. The call ended without resolution, follow-up, or coherent guidance, constituting avoidance/evasion. The issue remained unresolved despite the customer's report of temporary self-resolution.

V1 Case Analysis

Customer unable to access Linksys account or router admin; reported Wi-Fi name disappearance. Agent provided incoherent instructions and no resolution.

Troubleshooting Steps
  • Asked about LED color
  • Suggested unclear power-cycle
  • Provided incoherent instructions ('astrict pixel power', 'open the lenses')
  • Asked customer to send picture to ticketing spot
Key Observations
  • Agent issued hallucinated instructions: 'astrict pixel power' and 'open the lenses' at [04:00], which have no basis in Linksys KB.
  • Serial number partially captured: 'VS55V10M26D06674' at [06:00], but not confirmed or used.
  • Customer reported temporary resolution during call, but no validation or root cause identified.
  • No model, warranty, or admin URL verification performed.
  • Call ended without confirming access to myrouter.info or 192.168.1.1.
Positive Highlights
  • Agent created a case and captured customer email (steve_riddell0i@hotmail.com).
  • Attempted to collect serial number information, though incomplete.
  • Acknowledged customer's report of temporary improvement during call.
Agent Errors / Gaps
  • Provided hallucinated and technically invalid instructions (e.g., 'astrict pixel power', 'open the lenses') at [04:00].
  • Failed to verify product model, serial number, or admin access URL.
  • Did not follow standard login/troubleshooting flow for Linksys account or router access.
  • Gave confusing and unactionable steps instead of structured guidance.
  • Did not confirm whether the issue was actually resolved before closing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
The issue (inability to access router admin page) was not resolved; the customer reported it started working during the call, but no corrective action was taken by the agent.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked only vague questions (e.g., 'what is the color of the lights') and provided no logical troubleshooting sequence or diagnostic steps.
R3 Not Met Correct resolution path conf 94%
No resolution path was selected or communicated; agent did not assess product status or consider firmware, reset, or UI workaround options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the core symptom (admin UI inaccessible), asked no relevant diagnostic questions, and did not determine a root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools were used or referenced — no remote session, no suggestion to try direct UI URL, no admin login attempt, no speed or WAN test.
T3 Not Met No misinformation conf 97%
Agent provided nonsensical instructions: 'astrict pixel power. Mood. Now open the lenses up.' — not supported by any KB or technical basis.
Communication
C1 Not Met Clear & professional language conf 94%
Interaction lacked structure; agent did not frame the call, lost control, and made disjointed, confusing statements without clear transitions.
C2 Not Met Confirmed understanding conf 93%
Agent used incoherent language and technical terms without adaptation or comprehension checks, failing to match customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; no follow-up commitment, no plan, and call ended abruptly without resolution confirmation.
O2 Not Met Proactive follow-through conf 91%
No next steps, timelines, or follow-up actions were established despite the unresolved nature of the issue.
O3 Not Applicable Closure confirmation conf 85%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 88%
No escalation was performed and none was warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 88%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy; tone was robotic and dismissive, with no acknowledgment of customer frustration or effort.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer's confusion or communication style; interaction remained disjointed and ineffective.
X3 Not Met Overall experience conf 92%
Customer repeated information (e.g., model number, issue) and received no actionable help, increasing effort unnecessarily.
Call Transcript12 turns · 15 lines
Speaker 1
Hello. Uh, yeah, Steve. Steve. Yeah. Uh, no, I don't think so. I've done it before, I think. you can try. Do you want the one that's connected to the internet or just? Yeah. So, uh, Steve_ Ridel. It's R I D E L. Uh, E L L. Yeah. Uh, I'm sorry? What? Uh,
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]. Thank you for calling Linksys. My name is Nathan. May I know who I am speaking? [silence]. Dave. Is this your first time calling us Steve? [silence]. Let me create the case ticket for you, Steve. Do you have an email address? The one that you can receive email or the one that you registered, whichever. [silence].
00:00
Speaker 1
[0m2s16ms - 0m2s766ms ] Oh.
01:00
Speaker 2
Let me uh the steve underscore Riddell R-I-D-D-E-L 0 i at hotmail.com all right uh who is an internet service Provided yeah since 2015 the problem started. Okay did you turn off the router and then wait that let's say a minute We did a minute and then plug it back on. All right tell me what is the color of the lights
01:00
Speaker 1
Uh, when I try to connect to it, I used to have it named instead of it being giga clear 79 FB. It used to be my own name, Rideau, but that network has disappeared now. Uh, and when I try and collect some big clear 79 FB, I'm I'm connected to the internet. But I can't get on my Linksys account for some reason. Well, I'm trying to connect onto my router on the Linksys account, and it tells me it's just not there. Uh, solid blue. Uh, no, it's normally blue. Yeah. <start_of_audio>[silence]
02:00
Speaker 2
What is the error when you tried to connect to your... all right what is the color of the light on top of the router? Oh, you noticed that this would be white when it is working, right? And normally blue. [silence]
02:00
Speaker 1
Okay, S for sugar, P for Papa, N for November M for Mike X for X Ray, 5. Oh, it might be Sierra Sierra, but it could be 55. I'm not sure. Yeah, it's just saying I'm connected. Oh. Yay. Okay, it's loaded the experience blah, blah, blah. Your mom's wrong. Okay. Uh, no, it just, connect the router to your modem or source of Internet. Uh, yeah, I mean, it's, it's connected. I've not changed any of that. Plug in the additional nodes. They're all done. Node light is solid. Yes. Uh, okay, this has changed now. Hmm. Okay.
03:00
Speaker 2
astrict pixel power. Mood. Now open the lenses up. If it's open, close it. All right. . You've done that already I believe. [silence]
04:00
Speaker 1
[KEEP_UNCERTAIN] Now that I'm talking to you is working. Yeah. Creating login access. Your account is linked, configuring your Wi-Fi network. Okay. It looks like we're good. so far. Yeah, it's gone back to the original, that it was, it was uh it's gone back to its original setting by the looks of it. It's just configuring. Okay. Yep. Okay, I agree. I need to camera for this. I can't really 5.5 V 1.0 m 26 D. 06674. Uh, where I no, there was no better. Yes, there was. Five five victor. Yeah. Okay. So if something went wrong, we couldn't transfer your Wi-Fi setting. So enter them manually. All right.
05:00
Speaker 2
can you take a picture to the ticketing spot? thanks for that one. VS and Victor, right? yup. yeah. yep. okay. yes, you need to put it back, manually. takes time. usually around three to five minutes. let's wait.
06:00
Speaker 1
[silence]
08:00
Speaker 2
then nice to hear nice to hear you good all right just give us a call back again if just in case you any issue any questions we are here to help and serve you it was my made my have a nice day and thank you for calling my name is Nathan from Lindsay's bye bye for now [silence]
08:00