V2 Rubric Detail — 8972d320-634b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:05
Duration
18m 44s
Contact
Marvin Schmitt
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132581
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided further troubleshooting by citing out-of-warranty status and time limits, despite customer distress and unresolved issue, failing to provide best-effort support.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.50/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.71/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue, prematurely ending support due to warranty status and sending only a YouTube video. Despite customer frustration and technical difficulties, no escalation occurred, and the agent did not provide adequate troubleshooting or ownership. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to set up Velop mesh node (solid red LED). Agent instructed reset and temporary SSID check, confirmed device out of warranty, then offered YouTube guide. Customer declined, expressed frustration, and remained without connectivity. No escalation or callback offered.

Troubleshooting Steps
  • Instructed customer to press and hold reset button until LED turns solid blue.
  • Asked customer to look for temporary 'Vel로p setup 54B' Wi-Fi network.
  • Confirmed node showed flashing gold/blue but customer could not access internet.
Key Observations
  • Agent never asked for or confirmed the exact router/model number, a critical protocol miss for troubleshooting.
  • Warranty status was stated but not verified via system lookup, violating protocol expectations.
  • Agent incorrectly declared the router working [11:00] despite customer reporting offline status and failed connectivity test [09:00–10:00].
  • Agent cited a 10-minute limit for out-of-warranty support [12:00] but provided no alternative path beyond a YouTube video, which the customer explicitly rejected.
  • Customer expressed high frustration [16:00–18:00], iPad froze, and requested live help, but agent offered no empathy, escalation, or callback option.
  • Call ended without confirming resolution, setting a follow-up, or offering any viable next step beyond a rejected video link.
Positive Highlights
  • Agent correctly instructed the customer to hold the reset button until the LED turned solid blue (standard procedure) [03:00].
  • Agent identified the temporary 'Vel로p setup 54B' SSID that appears after a reset, which is correct for SPNM/Velop models [05:00].
  • Agent correctly advised turning off hotspot to ensure Wi-Fi-only connection [10:00], a valid troubleshooting step.
Agent Errors / Gaps
  • Did not collect product model or serial number, a required step for any product-specific troubleshooting.
  • Did not verify warranty status in the system, relying solely on verbal assertion.
  • Declared the device working [11:00] despite customer reporting no internet access and failed validation, a serious misrepresentation.
  • Cited a 10-minute time limit [12:00] without offering escalation, callback, or alternative live support, violating protocol for out-of-warranty cases.
  • Failed to confirm whether the reset actually changed the LED state before moving on; relied on customer description without validation.
  • Provided a self-help email link (YouTube video) despite the customer explicitly requesting live assistance [18:00], ignoring customer needs.
  • Did not offer any official KB article or direct support path, instead relying on an external third-party video.
  • Showed no empathy or de-escalation techniques despite clear customer frustration and technical difficulty [16:00–18:00].
  • Ended the call without a clear recap or next-step agreement, leaving the customer confused and disconnected.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared the device out of warranty and closed with only a YouTube video link, despite customer expressing inability to follow self-help and device still showing issues (flashing gold/blue, not fully operational). No resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided a reset and had customer check for setup network, which is relevant. However, troubleshooting was cut short due to warranty status, and no diagnostic steps were taken to confirm internet functionality beyond asking if it worked.
R3 Not Met Correct resolution path conf 95%
Agent used out-of-warranty status as a reason to stop helping, offering only a YouTube video. Per rubric, best-effort troubleshooting (setup, Wi-Fi, reset) is expected even for OOW devices. Agent failed to provide adequate support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (solid red light) and initiated a reset, which is logical. However, no root cause was determined, and the process stopped prematurely without confirming network functionality or configuration.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used verbal guidance and asked customer to check WiFi networks, which is appropriate. However, no use of KB, admin dashboard, or logs; relied solely on customer observation without verifying setup completion.
T3 Partially Met No misinformation conf 85%
Instructions (reset, connect to setup network) were technically accurate for initial setup. However, 'flashing gold' is not a documented LED state in provided KBs — likely misinterpretation of purple or white, indicating possible inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction but lost control as customer became increasingly frustrated and disengaged. Transitions were abrupt, and agent did not re-establish control effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple instructions but failed to adapt when customer struggled with YouTube video and device navigation. Did not confirm understanding or simplify further.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by citing time limits and sending a video link. Did not take responsibility for resolution, transferred no case, and left customer without live support despite clear need.
O2 Not Met Proactive follow-through conf 95%
No clear next steps established beyond 'watch the video'. No timeline, no follow-up commitment, and no confirmation of resolution. Customer was left to self-resolve without support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact. No handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite customer distress, device issues, and inability to self-resolve. Escalation to a higher tier or specialist was warranted but not initiated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, and one was warranted — E2 is scored as Not Met per rubric logic, but since no escalation was executed, it is N.A. in this context.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer frustration, repeated 'unfortunately' without acknowledgment of difficulty, and became transactional. Customer expressed anger and helplessness, which was not addressed.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a calm tone but did not adapt to customer's emotional state or technical difficulty. Continued with video instructions despite customer stating they were too complex.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by sending a YouTube video instead of walking through steps. Customer had to reboot iPad, search email, and navigate video — avoidable friction.
Call Transcript24 turns · 29 lines
Speaker 1
this is from links this technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links us specialist. Hello. Hi, sir. This is G. from links us technical support. Thank you so much for answering the call, sir. And apologize if we got disconnected. Yeah, sorry for that, sir. You have to change the whole thing, sir, because there's a possibility that that adapter is no longer working as well. So, it will affect. No need, sir. The Ethernet cable that you use from your [silence] [silence] [silence]
00:00
Speaker 2
Yes. [silence] Yeah, we got disconnected. [silence] OK. Do I have to- can I- can I- can can I use the same power plug? To the to the other to the other to the- so do they don't that. I got to change the whole thing. [silence] [birds in the background] [ silence] (Oh. [ silence] OK then. [ silence] And I got to change out the ethernet cable too. [ silence]
00:00
Speaker 1
T-Box use it the connect directly to your new parent mode you can plug in on any port sure since this one will be using as a parent
01:00
Speaker 2
Okay. Okay. [silence] Okay. [silence] Okay, that chugged it in. [silence] Now I got to plug it in over here. Okay. Where's the power cord? Okay, now I'll plug it into the internet.
01:00
Speaker 1
Okay. Um, same on the other nodes here, this device or this node also has a reset button, the red button. Can you please press and hold it until it turns off and back to solid blue, then let go? Okay. [silence] Yes, let go, sir. So, give it a time. Let me now see if it's back to solid red. Studdying registrar.
03:00
Speaker 2
Okay, I plugged it in. Now it's flashing red. Yeah. Okay. Now it's off. Let go, okay? Again. [silence] I think it's still off. I'm looking right at it. I can't tell. The light looks like the light looks like it's either or, either it's off or it's a dark.
03:00
Speaker 1
Give it more time, sir. It will change color. If it's dark blue, I'm sorry, if it's off. It will turn on automatically, then will start blinking red. It did. Okay, sir. Study or solid red. Okay, sir. Go to your phone setting. Yes. Okay, sir. Okay, on the list of available network, can you check if you can see a network name ending with 4 sorry 54 B underscore Vel로p setup 54 B. Okay, Sure. I can only provide a few steps for us to make it work. Other things, sir, I can send it
05:00
Speaker 2
Hello? Cannot... Oh yeah. Okay I see it. It just came on red... now. Now it's a solid red. Yeah now its just now it's a solid red okay I'm there. Yeah I see it.
05:00
Speaker 1
directly to your email, okay?
06:00
Speaker 2
Past what? One, then up. Two, five. Up, up, five times. One. Two. Two. Okay. Three. Four. Okay, I just did. Now it's flashing. Gold. Okay.
06:00
Speaker 1
What is the light right now sir? Okay. [silence]
07:00
Speaker 2
it's flashing uh gold okay hold on okay now it just came on with the now it's flashing gold gold so it's so flash in gold but it went to blue now it's back to flashing gold again
07:00
Speaker 1
Okay. Okay sir. Okay. Yes, that's good sir. So sir, earlier I asked you to, yes sir, earlier sir, I asked you to check if you can see the velo up setup name on your phone, right? Okay, can you check sir if you can still see that name? On your available network? Okay, can you connect to that wifi name sir? Okay, can you try to open any website.
08:00
Speaker 2
[silence] Trying to see here. Hang on. Okay, yeah, but I just can't. It looks like I can get onto a website.
09:00
Speaker 1
Okay, yes that's good to know, sir, make sure to turn off your hotspot. Make sure to turn off sir, your hotspot. Turn it after, just to be sure that you are only connected to your wi-fi. [silence] Okay, do you have your internet working via wi-fi or not?
10:00
Speaker 2
me see. huh? Turn it off. Okay. [silence] Okay, it's off. Well, it says Wi-Fi by Wi-Fi dash Dev. set Up 5 F, B set Up 5 F, B. Oh.
10:00
Speaker 1
Sir, is your Internet working? Sorry sir. Sir, your Lanchen router sir is already working now. What you need to do sir is to set it up again or I'm sorry to uh rename this Engo's to your back to your preferred name or you can use the same uh default name Engo's underneath. Yes. Yes, sir. So sir, that's the least that I can do sir since your device is already out of warranty. But no worries. Your internet is working. I will send you sir the full step-by-step guider. It's a YouTube video so that you can just follow it. You can then change your WI.
11:00
Speaker 2
Och, everything is off line. No, no, no. I- I have to reset it to my network name.
11:00
Speaker 1
sir name and password using this uh this method sir this troubleshooting unfortunately no sir I understand sir but unfortunately sir actually sir i already have uh spent uh few minutes sir we are our troubleshooting for out of warranty device sir is only limited to 10 minutes we already exceeded to that sir i really have to follow the process anyway sir this guide sir that i i will send this is just very easy to follow sir yes to your email sir if you can remember sir i asked for your email earlier so that will be sent to your email Marv23 s s w at gmail.com okay so yes sir that will be sent just click on the link sir you will be routed to our Marv23
12:00
Speaker 2
[silence] Can't somebody help me? Okay, without charging me? I mean, I can't afford it right now, uh, you know. How are you going to send it to me? To my to my email? Right. Correct.
12:00
Speaker 1
that's how you can get through the user interface and change your Wi-Fi network. Just now, sir, just just now, sir. Yes, yes, sir. Already did. [silence]
13:00
Speaker 2
okay. All right. Hold on. When did you, when did you? Let me get up. Down here. On. No. Lexus. Password? 11. Hold on. A moon. roll. 20... Runaite. Okay. Okay. Okay. Hold on. That's that to me.
13:00
Speaker 1
mark 23.sw at gmail.com. Just click on the link, sir, you will be routed to the YouTube video. Yes. You can do it on your phone. Sure. Do you have access? [silence]
14:00
Speaker 2
somebody just kill it all off. Go back to the Stone Age. No. Oh. Hold on. No, I can't, it's a Google. I can't even, I touch it, my Google opens, I can't even get it. And now I can't close it out. My iPad's totally frozen. Now I got to reboot the whole thing. Goddamn it, I'm going to break the whole iPad. Damn. This is so ridiculous. I'm so mad, I'm so mad right now. Damn. I am really, I am, I am really fuming. I got the feeling here that we're going to have. Okay, gonna have to probably make a change here and say goodbye. Oh, my God. Hang on. Okay, let me see. Where's your email? I had your email here. Here. Click on this and... Yeah, I got it on my phone, but I can't, I don't, I can't, I'm not going to do it that way. It's too, it's too complex. I'm not going to know. I need to have, I need to have somebody walk me through it. [silence]
16:00