V2 Rubric Detail — 7a98ad9e-65a7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 15:09
Duration
5m 49s
Contact
Dean Jackson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133112
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp1.07/5
Overall9.1% (-16.9)

V2 Grader Summary

The agent failed to perform any troubleshooting, provide technical guidance, or take ownership of the issue, instead immediately offering a paid support option. Despite collecting customer information, no diagnostic steps were taken, resulting in an unresolved case. The only positive element was a promised follow-up email with self-help resources.

V1 Case Analysis

Parent node not connecting to internet; child nodes offline. Out-of-warranty. Agent offered paid support without diagnostics, then sent generic Wi-Fi fix guide after decline. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent offered paid support at [04:00] without any prior troubleshooting or model identification.
  • Agent stated 'live support is no longer available' [04:00], which is factually incorrect and violates support policy.
  • No product model was collected, preventing model-specific guidance.
  • No basic diagnostics (power cycle, cable check, LED status) were suggested despite being low-effort, high-value first steps.
  • Customer was not asked about ISP status, modem lights, or physical connections—key elements for WAN issue triage.
Positive Highlights
  • Accurately collected and confirmed the serial number [03:00], which supports warranty verification.
  • Collected customer name and email correctly [01:00–02:00].
Agent Errors / Gaps
  • Prematurely offered paid support without any attempt at standard troubleshooting steps [04:00].
  • Provided materially incorrect information that 'live support is no longer available' for out-of-warranty devices [04:00], which is a serious protocol and accuracy violation.
  • Failed to collect the product model number, which is required for accurate guidance and proper support pathing.
  • Did not perform or suggest any basic troubleshooting steps (e.g., power cycle, cable check, LED inspection) despite the issue being a core WAN connectivity failure.
  • Did not confirm customer's ISP, modem status, or physical WAN connection—critical omissions for an Internet/WAN Setup issue.
  • Allowed the call to end without ensuring the customer had specific, actionable next steps beyond a generic email.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support and ended the call without resolving the parent node internet issue or attempting any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (reboot, LED check, WAN test) were performed; agent skipped troubleshooting entirely.
R3 Not Met Correct resolution path conf 96%
Agent stated live support was unavailable due to OOW status and pushed paid service, violating OOW best-effort troubleshooting expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask relevant diagnostic questions, or attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router UI, speed test, LED status) were used despite being essential for diagnosing connectivity issues.
T3 Not Met No misinformation conf 96%
No technical guidance was provided; only a sales pitch for paid support was given.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost call control by immediately pivoting to paid support without framing or managing expectations.
C2 Not Met Confirmed understanding conf 93%
Agent failed to adapt communication to customer’s level; used no plain-language troubleshooting guidance.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by redirecting to paid service instead of providing free best-effort troubleshooting.
O2 Met Proactive follow-through conf 91%
Agent committed to sending a Wi-Fi fix guide within 3–5 minutes, providing a clear next step and timeline.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted; issue was within L1 scope and could have been addressed with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation took place, so execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expressed understanding and apologized, showing minimal empathy, but it was brief and not sustained.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace; moved directly to sales script without acknowledging customer frustration.
X3 Not Met Overall experience conf 95%
Customer provided serial number and ISP info, but agent did not use it for diagnostics, creating unnecessary effort.
Call Transcript8 turns · 10 lines
Speaker 1
Yes ma'am. I have a linksys mesh system that I've had for probably four or five six years. And for some reason my my parent node is not letting me connect to the internet and it is not linking up with the child nodes now I don't know I don't like this bad or if I got something wrong is there any way that y'all can help me make sure I got it up uh as far as I know I don't remember if I've called or not. [silence] Yes. Dean Jackson D E A D E A N 910
00:00
Speaker 2
okay so I totally understand your concern. But is this your first time calling us for support, sir? And are you calling from United States? May I know your first name and last name? Jackson. And your callback number? and your email. Okay, so it's Dean91Jackson@gmail.com. And how many links is router do you have, sir? How many links is router do you have? Can you please provide a serial number?
01:00
Speaker 1
Shit, there's a number. Okay, two zero J, two zero six zero seven eight one three seven zero three. No, two zero J for Julie, 2 0 6 the number 6. 0 7 8 1 3 7 0 3. Focus broad- [silence] Yes, F O C U S broadband.
03:00
Speaker 2
Yes. The serial number. OK, so 2J for Juliet, 2C for Charlie, 08713703. And who's your internet service provider?
03:00
Speaker 1
Oh, okay. I didn't know they were routers. $50.
04:00
Speaker 2
Okay, so you mentioned earlier, that you have also child nodes. So, you have three Linksys routers in total. Yeah, but before we... Yes, they are all routers nodes, or the same. But before we proceed, Dean, you mentioned earlier that it seems like you purchased your Linksys devices, six years ago, and, yes, it indicates in our system that your routers are no longer under warranty, and I really apologize that live support is no longer available. However, I can still assist you, setting up your Linksys devices again. Figure out what's really going on, but you need to pay $15 and it's good for 60 minutes of troubleshooting. 15.
04:00
Speaker 1
and five. Lord have mercy. Um, no, that's all right. I don't think I do that. Oh, okay. Thank you very much. Thank you you too. All right, bye bye.
05:00
Speaker 2
yeah, but of course, if you doesn't want to proceed with the page support, don't worry. I will send you our Wi-Fi fixed service guide that has a quick and easy solutions for common out of warranty issues that many customer find helpful. So kindly wait three up to five minutes for the email instruction, okay? Okay, you're welcome and and you have a great day, Dean. Bye.
05:00