V2 Rubric Detail — a2726dbc-5ef1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 02:12
Duration
17m 1s
Contact
Janine Neitzel
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided proper troubleshooting, provided factually incorrect technical guidance, and failed to follow documented escalation triggers for hardware faults.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-38.0)

V2 Grader Summary

The agent failed to perform basic diagnostics, gave inaccurate advice including non-existent 'motherboard' replacement, and ignored the solid red LED escalation trigger. No resolution was achieved, and the customer was left with only a promise of future emails, resulting in an unresolved case with critical failures in technical accuracy and protocol adherence.

V1 Case Analysis

Customer unable to get mesh nodes online after ISP outage; limited modem power‑cycle performed, agent offered email instructions and upgrade suggestions, no resolution confirmed.

Troubleshooting Steps
  • Power‑cycled the Spectrum modem
  • Advised checking node LED colors
  • Suggested factory reset of mesh nodes and possible hardware upgrade
Key Observations
  • Agent never collected product model or serial number.
  • Call shifted quickly to upsell rather than systematic mesh troubleshooting.
  • Customer expressed privacy concerns about sharing contact info, but agent persisted with email offer.
  • No verification that the mesh nodes returned to solid white or regained internet connectivity.
Positive Highlights
  • Agent correctly identified that a modem power‑cycle could be part of the solution.
  • Agent offered to send written instructions, providing a self‑help path.
Agent Errors / Gaps
  • Missing model/serial number collection.
  • Failure to follow the universal mesh full rebuild procedure.
  • Premature upsell of new hardware without diagnosing the existing nodes.
  • Did not confirm whether the suggested steps resolved the issue.
  • Did not obtain a confirmed email address despite customer reluctance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the solid red LED issue or restore connectivity; only offered to send emails about upgrades and instructions without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No structured troubleshooting followed KB steps; skipped model verification, firmware check, and proper reboot sequence, jumping instead to hardware replacement advice.
R3 Not Met Correct resolution path conf 90%
Agent recommended purchasing new hardware and suggested paid support without confirming warranty status or diagnosing the root cause, violating resolution path protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Failed to identify symptoms systematically; did not ask for model number, firmware, or connection type, and incorrectly attributed failure to old hardware without evidence.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any diagnostic tools (e.g., remote access, web UI, speed test) to verify WAN status or node health despite clear need.
T3 Not Met No misinformation conf 90%
Provided materially incorrect advice: referred to 'motherboard' (nonexistent in routers) and promoted paid support as a solution without justification.
Communication
C1 Not Met Clear & professional language conf 85%
Call lacked structure, had long silences, no clear transitions, and agent lost control by digressing into security lectures instead of focusing on issue.
C2 Not Met Confirmed understanding conf 85%
Used confusing terminology ('motherboard', 'upgrade the motherboard') and did not confirm understanding or adapt to customer’s non-technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 85%
Avoided ownership by deflecting to email instructions and hardware purchase rather than resolving the reported issue directly.
O2 Partially Met Proactive follow-through conf 80%
Promised to send two emails within 5–10 minutes, setting a timeline and next step, though the actions were insufficient for resolution.
O3 Not Met Closure confirmation conf 85%
Did not reference prior contact details or documented history; treated issue as new despite customer mentioning previous calls.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Solid red LED on mesh node after reboot is a documented escalation trigger per KB, but agent failed to escalate and instead advised replacement.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed, so correct path, details, and customer notification criteria were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
No empathy expressed for customer’s frustration over repeated outages and unresponsive equipment; remained transactional and detached.
X2 Not Met Tone & rapport conf 85%
Maintained a disengaged, scripted tone and failed to adjust pace or style to customer’s confusion and emotional state.
X3 Not Met Overall experience conf 85%
Customer repeated information and was given vague, non-immediate actions (wait for email), increasing effort instead of reducing it.
Call Transcript24 turns · 28 lines
Speaker 1
Yeah, my name's Janine. Last name's Nysol.
00:00
Speaker 2
Welcome to Linksys 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.Linksys.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. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product [silence] Thank you for calling Linksys. My name is Natan. May I know who am I speaking? [silence] Yes, Jeannine. All right. Okay. Stay with me. D.
00:00
Speaker 1
Yeah, I have called before, um, regarding these towers that I have, these mesh towers. Um, my internet provider, which is Spectrum, had an outage last week on Thursday from like 3:00 p.m. until Friday night about 10:00. And you know, the outage isn't a longer, you know, according to them, uh, happening. And my modem that is provided by them is blue and looks happy and they've pinger it and I don't know, it looks connected when you go into Spectrum's website and look at it. But these towers just do not want to connect. They don't. Uh-huh? [silence]
01:00
Speaker 2
Same as before, right, Janine? What's the color? Red. Blinking red, solid red, or purple.
01:00
Speaker 1
uh, I mean, I've unplugged them, I put them back in. I don't remember pushing the erase button, but I mean, maybe maybe I might have pushed it on one of them. I don't know. There's three of them, so yeah, yeah. Yes. Again. Yes. Go back. Again. wait how much was. Oh you mean I need to I need to get you think I should get new ones is that what you're saying. [silence]
02:00
Speaker 2
And once you have the three years warranty, all the rest of the devices will be carried to the new warranty. Now, in the meantime, around $70 MX4200 or MX2000 in Best Buy and Amazon MX2000 Yeah, the mother node, so that it will automatically. This is old router. Although this is steady, I have like this, I wanted them to go down and so that I have a justification to my wife to replace it, but, damn, it will now go down. It will keep on going back. Okay, it's so sturdy and resilient. It's still working right now. I have mine for almost 10 years, it's still working. Now, but I am a technician, so I have the, I know how to fix it when it's down. But in your case, the best solution for you so that you don't have to pay all the
03:00
Speaker 1
easiest okay, it's unplugged. [silence] wait, uh, do I oh, yeah, okay, uh, [SIREN] I left the cable core plugs. yeah, [SIREN] [SIREN] okay, [SIREN] it's unplugged. [SIREN]
04:00
Speaker 2
[silence] to support update the primary only once and then the rest will be carried [silence] to the warranty. [silence]
04:00
Speaker 1
Mm -hmm. Yeah.
05:00
Speaker 2
5. 210. All right. Unplug the power of the modem, the one coming from uh spectrum. I mean, that's all right. Let's wait three minutes. I'll get back to you in three minutes. [silence]
05:00
Speaker 1
Samuel and the choir. Maybe I just didn't wait long enough for this stuff. May we close? You still there? Okay. I only did the modem. I don't look dusty over here.
07:00
Speaker 2
five four three two one alright now plug the spectrum modem [silence] modem only do not plug the [silence] okay good [silence] tell me the tell me the status is it online I'm, modem, blue, another three minutes, try, it's okay, okay, I'll be here, huh,
08:00
Speaker 1
[KEEP_UNCERTAIN] you think these links as mesh towers that I have are old and I should get new ones. I forget what I, I forget what I upgraded it to, but, they're telling me that this modem supports whatever I upgraded my internet to. Uh, I was asking for, a new modem, but, I don't know. They kind of gave me, a hard time on that, but, maybe I do need a new modem. I don't know, cuz this one could be outdated. But anyways, it's back on. Um, it's got two solid. Okay. Okay. All right. Um, not right now. It always starts off blue. It's blue right now. Okay, now it's blue. It's blue. It's blue. Comes back blinking blue.
10:00
Speaker 2
[silence] [laughter] Alright. Black in the lenses.
11:00
Speaker 1
i don't have the other ones plug in. Yes, I'll I'll with the other ones after I get this one. bluer color of blinking blue. Come on, recognize it. I'm trying to. Come on, recognize it.
12:00
Speaker 2
status linking close here? that's okay as long as you have your modem Rou is working fine to be good.
12:00
Speaker 1
it went to red solid red solid red it's a bright solid red I mean no it definitely looks red doesn't even look pink yeah I think I remember I had to go somewhere on my computer to
13:00
Speaker 2
something like pinkish Polar. Okay so meaning it is disconnected. Do you want me to send you the instructions on how to reconnect it and how to factory reset? That's for free
13:00
Speaker 1
Like some place and do some stuff and... where you at Are you able to S are you able to?
14:00
Speaker 2
I will make sure that the instruction is uh easy. And of course, the paid connect is for uh you can always opt for the paid connect. Try the email first. Maybe it will work. And then if you don't if you cannot reach it. So my best suggestion is upgrade the motherboard because that's your bread and butter. The mother mother is the one that carries every connection. Make sure that that one and it will upgrade your warranty for the next three years. You don't have to worry too much about this disconnection and things like that. And you encounter a the speed is slow. You take a look, I can easily escalate the case to our advanced team for further analysis and further because you are still in warranty, right? [silence]
14:00
Speaker 1
send me the information about what I should upgrade it to.
15:00
Speaker 2
Sure. I can send it to you. Just to confirm, your email is told it is Gmail.com. This is what has been saying system. All right. Give me around 5 to 10 minutes after this call so that I can create the email. One email for the instruction on what to do and another email is for the links on what upgrade that you need to do. Okay. All right. Mm-hmm. Go ahead. Avoid the up. We have troubles with that one with the security in the cloud. It's not just linked. Number one is security. I don't I don't want to compromise security. You know what happened to Sony Sorry, no speech audio present in the given input.
15:00
Speaker 1
Yeah. [silence] Yeah. [silence] I understood. [silence] Right, right. [silence] I rather not have my information called, so I appreciate that. [silence] All right. [silence] Okay. [silence] I appreciate. [silence] All right. [silence] You too, bye-bye. [silence] Yeah, they're barking at something. [silence] Bye-bye.
16:00
Speaker 2
any, all the big tech companies are in the security because of the cloud. And we don't want to happen because you store your information in there. You store your credit card, especially when you pay for us, it is stored in there. We'd rather have nothing, no control of it, rather than compromise it. I've seen a lot of companies that folds because of the compromise of security rather than compromise. All right, then. I agree. I agree with you. Okay, then. Give me 5 to [REDACTED_PAYMENT_DIGITS] minutes, Janine, and then you should receive your email. All right? Thanks for calling, and it was nice talking to you. My name is Nathan. Good night and good day. Bye-bye. Oh, regards to the dog. Bye-bye, bye-bye. Good night.
16:00