V2 Rubric Detail — 9ad6c7ac-69cc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:44
Duration
9m 15s
Contact
Jasong Hanna
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#TE00133677
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall43.5% (-2.5)

V2 Grader Summary

The agent made limited progress by identifying the router model and suggesting a relevant diagnostic clue (default SSID), but failed to perform core troubleshooting or use available tools. While not entirely dismissive of an out-of-warranty device, the interaction imposed unnecessary customer effort during email collection and lacked a clear path to resolution, resulting in no connectivity restoration.

V1 Case Analysis

Customer reports no internet after resetting E7350 router. Agent confirmed out-of-warranty status, offered paid support, and will email setup instructions. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent skipped basic troubleshooting despite the customer's clear issue (no internet after reset).
  • Agent correctly identified the default SSID ('Linksys02058') but did not instruct the customer to connect to it during the call.
  • Agent failed to confirm the customer's email address clearly, leading to confusion and inefficiency.
  • No empathy or acknowledgement of the customer's frustration was expressed.
  • Agent misidentified the customer's first name as 'Hannah' despite clear correction to 'Jason'.
Positive Highlights
  • Accurately identified the router model (E7350) and serial number.
  • Correctly determined the device was out of warranty based on purchase year.
  • Collected the customer's email address for follow-up.
  • Correctly referenced the default SSID ('Linksys02058') for the E7350.
Agent Errors / Gaps
  • Did not attempt any diagnostic steps (e.g., verify default Wi-Fi SSID, login to router, check WAN status).
  • Pushed a paid-support option prematurely, despite the issue being potentially resolvable with standard troubleshooting.
  • Failed to provide a concrete resolution during the call; only promised an email.
  • Did not clearly confirm the customer's email address before ending the call.
  • Misidentified the customer's first name as 'Hannah' despite the customer clearly stating 'Jason'.
  • Did not guide the customer to connect to the default SSID or access the router's web interface, which are basic steps for a reset router with no internet.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet connectivity or confirmed resolution; only promised to send an email with instructions.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the default SSID (Linksys02058) and suggested checking if it appears, which is a relevant diagnostic step for setup state, but did not perform reboot, login, or physical checks.
R3 Partially Met Correct resolution path conf 87%
Agent correctly identified the device was out of warranty and offered both a free troubleshooting email and a paid support option, aligning with OOW best-effort expectations by not outright dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent asked about the presence of the default Wi-Fi network as a way to infer reset state, showing some diagnostic logic, but did not ask about LED status, physical connections, or prior changes beyond the reset.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, admin page access, logs) were used or attempted despite the need to verify router state; reliance was entirely on customer description.
T3 Met No misinformation conf 93%
Agent correctly identified the model (E7350), noted it as a legacy router, and accurately referenced its default SSID (Linksys02058), consistent with documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted to gather information and transition to email support but lost control during email spelling; failed to set clear expectations about what the email would contain or next steps.
C2 Partially Met Confirmed understanding conf 83%
Agent adapted to the customer’s fragmented communication by repeating and confirming email components, though inefficiently; used accessible language but failed to confirm understanding of technical steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent took initiative to create a ticket and send troubleshooting instructions via email, showing some ownership, but deferred resolution to asynchronous follow-up without attempting real-time fixes.
O2 Partially Met Proactive follow-through conf 88%
Agent committed to sending an email within five minutes and provided contact hours, but did not specify content, success criteria, or follow-up plan if the email failed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted at L1 since the agent began gathering data and offered self-help options appropriate for OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed; the interaction remained at L1 with no transfer or handoff initiated.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent remained polite and did not show impatience, but offered no explicit acknowledgment of frustration or repeated effort; tone was procedural but not dismissive.
X2 Partially Met Tone & rapport conf 82%
Agent adjusted pace to accommodate the customer’s slow email dictation and repeated confirmations, though the process was inefficient and could have been streamlined.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat email components multiple times due to poor verification process, creating unnecessary effort and friction.
Call Transcript13 turns · 16 lines
Speaker 2
welcome to links. support. to ensure quality service, your call may be monitored. for in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register dot links.com. please have your device serial number ready for assistance. press one now. for out of warranty products, paid support may be available depending on your issue. please have your device's serial number and contact information ready. if unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Where you at? Don't Don't come back here. Yeah. Hi. Hi. I I have a issue with uh with my my Wi-Fi. It's not uh have no internet. Okay, uh 37110M.
01:00
Speaker 2
Thank you for calling AT&T, this is May, how can I help you? Uh-huh. I see, with your Wi-Fi router, can I have the serial number? Let me just check if it's feeling warm here or not. Serial number is on the sticker underneath your router. Uh-huh. Okay that's three seven alpha one zero mike two eight Charlie zero two zero five eight. Is that right? Okay one second let me just check the one here real quick. Um it shows here the model number for your router is E 7350 and this router is eligible for a one year warranty uh and it shows here that it was purchased year 2022 correct me if I'm wrong which only means that it's already beyond the warranty period. We have um I can help you with your concerns through but it's going to be via email only. That email contains a troubleshooting instruction that you can follow to fix your internet if you want me to um help you
01:00
Speaker 1
What happens if that how is not ready? [silence] And how would I be doing it email if I can't even get into the router?
03:00
Speaker 2
Right now, we have paid support option where you just need to pay $15. It's just that it's going to be one-time only technical support. It will last for an hour. If ever the router is proven defective, then it's not refundable. Within an hour, we will going to troubleshoot your router. We will going to fix it. We will going to make it online. If ever it's almost an hour, like 45 minutes already and there's still no hope or I mean if there's still the router is still offline, then I will escalate your case to our level 2 technician and they will going to do the rest of the troubleshooting.
03:00
Speaker 1
yeah, I have set a set of data. I have it. Yeah.
04:00
Speaker 2
and check the email that I will gonna send to you, okay? If you have still your data on your phone. [silence] Yeah, for you to read the email. [silence] Because this E7350, this is actually one of our legacy router. That's why. [silence] Although the support for this one, I mean it's already out of warranty, that still can be fixed. [silence] Probably your router was just reset and you just need to set it up for it to go online. Can you see its default Wi-Fi name showing up? [silence] That's going to be Linksys02058. [silence] If you can see that one on the Wi-Fi list, then there's a high chance that it just needs to be set up in order for it to go online. [silence] So it's up to you. If you.
04:00
Speaker 1
What happened is I had to, it was working and then I needed to, I needed to use the uh 2.4g h, whatever, so I didn't have the I reset I reset the router yesterday morning and now it's not connecting. okay send me the yeah, please send me the email, I'll try it and it's J-A-S-O-N-G-H-A at
05:00
Speaker 2
Mm-hmm. Mm-hmm. Okay, so yeah, you just need to set up the router then. I can send you the instructions uh through your active email if you don't want to proceed with our paid support option which is $15. And the other charges is just $15. Uh-huh. Uh-huh. Okay. Okay. What's your active email address?
05:00
Speaker 1
No, it's a good. So GHLA after that, apple, and for Nancy, and for Nancy, after apple. So it spells Jason Glane at Gmail.com. no a for Apple no no is Jason G for Georgia yes yeah then G for Georgia h for Henry a for apple n for Nancy n for Nancy a for Apple yes yeah okay so after [ silence ] You know after
06:00
Speaker 2
right jack hang on uh but this first word is correct jason it's j-a-s-o-n is that correct okay n f r nancy uh-huh okay uh-huh hello uh i lost you for a second so i have here j-a-s-o-n and then g-for georgia and then a-for alpha double n-for nancy a-for alpha is that correct [silence]
07:00
Speaker 1
[silence]
08:00
Speaker 2
Uh-huh. Okay. Oh, okay, finally, I got it here now, uh gmail.com. So I guess the first name for this is Hannah. Uh what's that first name for this account? Okay. Last name? Okay. Who's the internet service provider? Okay. I'll just - I'll just create a ticket here after I will send to you the email. Just wait for five minutes max once this call will end, okay? I'll send it to your email. All right. Thank you again for calling, Jason. Um you can still call us, we're open up until 11 p.m Eastern time if ever you decided to proceed with our paid Connect or paid cancel option. Okay? All right, Once again, this is May. Thank you for calling, Bye for now, Take care, Bye-bye.
08:00