V2 Rubric Detail — 9d238d86-66a9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 21:56
Duration
12m 45s
Contact
Johana Mancilla
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133320
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately citing out-of-warranty fee instead of providing required best-effort support, violating OOW troubleshooting standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's Wi-Fi issue, avoided troubleshooting by citing a $15 fee, and did not adapt to the language barrier. Despite correctly identifying the model, no technical steps were taken, and the customer was left without guidance. This constitutes avoidance and results in an unresolved case with auto-zero due to evasion of support responsibilities.

V1 Case Analysis

Customer reported no Wi-Fi SSID visible; solid blue LED on MR6350. Agent identified model via serial but provided no troubleshooting, case number, or clear next steps. Stated device out of warranty with $15 support fee. Call ended without resolution.

Troubleshooting Steps
  • Requested model and serial number
  • Identified device model (MR6350) via serial lookup
  • Confirmed solid blue LED status
  • Asked if Wi-Fi name 'Linksys Setup' appeared in phone settings
Key Observations
  • Agent failed to perform basic troubleshooting for a 'no Wi-Fi SSID' issue (e.g., power cycle, 5-press reset, app check) despite clear symptom at [09:00].
  • Customer explicitly requested Spanish support at [00:00]; agent acknowledged limitation but did not offer chat handoff or translation assistance, worsening communication breakdown.
  • Agent made incoherent statements such as 'model number of your sister is out of one' at [11:00], indicating severe communication issues or possible ASR confusion, but context suggests agent error.
  • No case was created or referenced, and no follow-up mechanism (email, KB article, callback) was offered after stating paid support requirement.
Positive Highlights
  • Correctly used serial number JX08073606 to identify device as MR6350 at [10:00].
  • Confirmed the solid blue LED status, which aligns with normal boot state for MR6350.
  • Asked if the 'Linksys Setup' network appeared in Wi-Fi settings, which is a valid initial check for unprovisioned routers.
Agent Errors / Gaps
  • Failed to perform standard troubleshooting for no Wi-Fi SSID (e.g., power cycle, 5-press reset, app check) despite clear symptom description.
  • Did not offer translation assistance or chat handoff after customer requested Spanish support at [00:00].
  • Provided incoherent and potentially hallucinated statements (e.g., 'model number of your sister is out of one' at [11:00]) that confused the customer.
  • Did not create or reference a HappyFox case number or document the interaction.
  • Failed to offer any self-help resources (KB article, email with steps, chatbot) after indicating out-of-warranty status.
  • Did not confirm WAN connectivity or verify if the issue was with the primary SSID or setup network.
  • Allowed call to end without confirming customer understanding or setting a clear next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the Wi-Fi connectivity issue or provide any troubleshooting; instead introduced a $15 fee without resolving the core problem.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting was conducted — agent skipped basic steps like checking admin page, confirming reset, or interpreting LED status despite customer mentioning solid blue light.
R3 Not Met Correct resolution path conf 90%
Agent cited out-of-warranty status and a $15 fee but failed to perform the required best-effort troubleshooting (e.g., reset, admin access, signal check) before mentioning payment.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically; asked no diagnostic questions about network behavior, only requested model/serial and jumped to policy discussion.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used internal tool to look up model from serial number, which is appropriate; however, failed to use admin UI, reset procedure, or signal analysis tools that were needed.
T3 Partially Met No misinformation conf 85%
Agent correctly identified MR6350 model and stated out-of-warranty policy accurately, but provided no technical guidance to fix the Wi-Fi visibility issue.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to set expectations, allowed long silences, gave disjointed instructions (e.g., 'shoot me a text'), and lost control of the interaction.
C2 Not Met Confirmed understanding conf 95%
Customer explicitly requested Spanish support; agent continued in English without adaptation, translation, or escalation to chat as suggested.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — shifted focus to $15 fee instead of attempting resolution, showing avoidance of responsibility.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up commitment was provided; call ended without direction.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is evident; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent failed to escalate to Spanish-speaking chat despite language barrier and customer frustration; also did not escalate hardware/software issue despite OOW status requiring best-effort support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for language barrier or confusion; tone remained transactional and detached throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s tone, language needs, or emotional state; communication remained rigid and one-sided.
X3 Not Met Overall experience conf 90%
Customer repeated serial and model information multiple times due to poor information capture and lack of note-taking by agent.
Call Transcript22 turns · 24 lines
Speaker 1
Hi, how are you? Somebody speak Spanish, please. Hi. somebody translate. [ silence ] but somebody translate. [ silence ] this is Lindsay's my brother is is not good I I can connect with the model.
00:00
Speaker 2
Unfortunately, we don't have phone support for Spanish. We do have chat though. Yeah, they can translate, if you contact our chat support, but over the phone, unfortunately, we don't have phone support for Spanish. We can communicate through English though. No. Oh. Uh-huh. What happened to your router? No internet? Can you give me the serial number and model number of your router? [noise] Uh, mm. [noise] Mm. Okay. Now, the serial number is, uh, JX08073606.
01:00
Speaker 1
What is the number? Uh, and the model number? Where is? The serial number is 34M-069M-28B. What? The last number is 06967. The model number... [silence]
02:00
Speaker 2
I know. Give me the model number and the serial number. Seven. You said six seven, right? What what's the last number? Okay. What is the model number? [silence]
02:00
Speaker 1
Uh, I don't know. What is the model number? Is there WPS? Is the MAC address? No, but it is not. only says name password recorded key and the WPS serial number and MAC address. There is no more numbers.
03:00
Speaker 2
No, that's, that's not it. The model number is at the bottom of the router. There's the model number there. You can find it there. No, it's not the Mac address. Model number it says. Model number. All right. Let me let me I'll try to find it using the serial number you provided. Maybe we can find it there. But hold on one second.
03:00
Speaker 1
Mr. Speaker, I am pleased that Joanna Mantilla, Mr. Speaker, I am pleased that Joanna Mantilla has waited for me at school, Mr. Speaker, to help my family, several neighbors. Now, _83 Common, Email, Cellular, mail, com, cosmos.com. posme.com, don't know how we say it.
04:00
Speaker 2
[DOWNWEIGHT] sorry, that's for your first name, 883, what's up to that? [silence] Oh, uh, can you spell it for me? [silence] I was unable to catch up. [silence] So, I'll read it back to you. That is J, sorry, sorry, what was that?
05:00
Speaker 1
[silence]
06:00
Speaker 2
oh at hotmail that calm, I see all right, the spelling of it joanna. Let me make sure that I got it correct. That's J O-H-N-A, right? Hello? All right, all time.
06:00
Speaker 1
Man, MP, Ian. I told you the last name. Mantilla. J. O. H. and A. What? Spectrum. Eh. What did you say, please? [silence]
07:00
Speaker 2
one more time please, with the last name just one more time [silence] no the the last name, I mean, sorry, sorry, sorry, sorry, sorry, well, sorry I cut you off. uh No, no, I got the, I got the last name. I need the first name, sorry, one more time with the first name. I got it. Thank you so much. Who's your internet provider? Who's your internet provider? All right. What are the troubleshooting you have done prior to calling?
07:00
Speaker 1
well, I am here. I think, so that's where you can, and what I'll be doing here. I'm going to connect to you so I can download. And then once I get that added, then I can initiate a connection between the modem and the router. Turn the power off first on the router and then on the modem. Count to 10. And then just turn the power back on on the modem and wait for all the lights to go green. And then turn the back power on to the router and wait for all the lights to come on, and shoot me a text message when you're ready and I'll call you back.
08:00
Speaker 2
what troubleshooting have you done prior to calling? I'm not sure. I'm not sure what's going on now, but can I ask who is your internet? I mean, what have you done so far? like before you call? Like, did you reset it? Did, did you unplug it with the power? [silence]
08:00
Speaker 1
Blue. What is the light red now? It's blue. Is for you? So the delight of the light in the part superior is this solid blue correct? Ten. Or what is it? Yeah, but when I'm going to do in the Wi-Fi there are no name Jezebye, is it valid or idle ik between harmonic Wi-Fi? Ten.
09:00
Speaker 2
What is the light of the router right now? So the light on the top, that's all in blue, correct? So that means the internet is working then. Oh, you can't see the Wi-Fi name. How about if you go to the Wi-Fi settings and I mean, your phone settings and Wi-Fi settings, can you see the Wi-Fi name links this setup?
09:00
Speaker 1
However, if you go to the Wi-Fi setting and I mean the configuration of your phone and the Wi-Fi setting, can you see the Wi-Fi link, name Wi-Fi, does it show or not show? Yes I think I put off the Wi-Fi and when I put on, there is no name. Just think I could off Wi-Fi and would be on as none.
10:00
Speaker 2
Is that showing or it's not showing? Okay. Let me just open my files. All right. Um, so I check the serial number right here. Based on the serial number that you provided, it's showing that your MR six three five four.
10:00
Speaker 1
We finished. Based on the number zero that you provided. It is showing that your MR6350, the model number of your sister is out of one, please. Nice. And for out of warranty devices. So, unfortunately, we did not collect $15 through this. This one guarantees I don't have service. a Don Health. Service.
11:00
Speaker 2
the model number of your motor, it's 762, it's non-removable.
11:00
Speaker 1
But what I'm saying is that since the device is out of warranty, for devices out of warranty, we charge $15 to help. While it was silent.
12:00
Speaker 2
What I'm saying is that since the device is out of out of warranty so for out of warranty devices we charge 15 dollars to assistant. Hello?
12:00