V2 Rubric Detail — 7a5d0e98-7fc8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 21:10
Duration
7m 37s
Contact
702-210-9423
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall55.5% (+35.5)

V2 Grader Summary

The agent initiated a factory reset but skipped diagnostic questioning and the call ended mid-process without confirming successful pairing or internet restoration (R1 Not Met). Technical accuracy was Partially Met due to an overly long reset duration and an unnecessary photo request (T3). Communication and ownership were generally effective despite disconnections, but the outcome remains Unresolved as no confirmation of resolution was achieved.

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 95%
Agent never confirms that the node was successfully paired or that internet connectivity was restored; the call ends after asking the customer to press the pair button.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides the customer through a factory reset ('press and hold the reset button for 20 seconds'), which advanced the case, but skipped initial diagnostic questions (e.g., LED state, original symptoms) before proceeding.
R3 Partially Met Correct resolution path conf 80%
Agent reset the parent node without determining whether the issue was with the parent or a child node, or confirming the model type (SPNM vs. Cognitive Mesh), making the resolution path potentially misaligned with the actual product context.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask about the original symptom (e.g., LED color, loss of internet) or perform any diagnostic questioning before initiating a reset — no logical diagnostic process was demonstrated.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote access, logs) were required for this scenario; the agent relied on correct physical procedures (reset button, LED observation) appropriate to the issue.
T3 Partially Met No misinformation conf 90%
Instructions to hold reset for 20 seconds exceed the KB-standard duration of 10–15 seconds for SPNM/LN models; requesting a photo of Wi‑Fi settings is unnecessary per KB pairing workflow.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent obtained a new contact number and initiated troubleshooting, but repeated 'hello' attempts and lack of clear framing after reconnects indicate loss of call control during technical instability.
C2 Met Confirmed understanding conf 90%
Agent used plain language, checked understanding ('Will you kindly press the pair button?'), and adapted pacing to customer responses despite connection issues.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed the reset, and did not transfer the customer to another department despite repeated disconnections.
O2 Partially Met Proactive follow-through conf 85%
Agent set next steps ('wait for solid blue, press the pair button') but did not define success criteria (e.g., solid white) or confirm completion, leaving the outcome ambiguous.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is evident or referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for disconnections ('I'm sorry that is') and maintained a polite, solution-focused tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched the customer's pace, repeated instructions clearly, and checked for acknowledgment despite technical interruptions.
X3 Partially Met Overall experience conf 80%
Agent collected the new phone number once, but repeated disconnections and the unnecessary request for a Wi‑Fi settings photo increased customer effort.
Call Transcript7 turns · 7 lines
Speaker 1
this is links is Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a links a specialist. Hello. This is Abby from links. Hi there, Andrew. Okay. Yes, uh, do you have another phone number, sir, and, um, another contact number, because we keep on disconnecting. Okay, thank you. I'm sorry that is
00:00
Speaker 2
Yes. He is. Yes. Let me yes. Yes. Let me give you Dad's house phone number. One second. [ one two three] four. So, 725-20
00:00
Speaker 1
Okay, you've done that. All right, we will do a reset first. Okay, we will perform a reset on that new parent node. So press and hold the reset button for 20 seconds. just 20 seconds.
02:00
Speaker 2
I've done that. For 25 seconds. Okay, we said again and then just go on. and uh
02:00
Speaker 1
Okay, so we'll wait for it to turn solid blue. Okay. So it's solid blue now. Okay. All right. So now, will you kindly press the pair? Button? Hold on. Before we do that, can we take a picture of the Wi- Fi settings at the bottom of that new parent node? Just try to look at the bottom of it. So you will be able to see the Wi- Fi setting. [silence]
03:00
Speaker 2
Okay, it's gone blue, solid blue. Okay. This is, yes.
03:00
Speaker 1
okay Hello sir Andrew sir Andrew sir can you hear me hello
04:00