V2 Rubric Detail — a2fc669e-70ac-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:43
Duration
10m 28s
Contact
Dan Boadwine
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
VELOP / INTELLIGENT MESH
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-66.0)

V2 Grader Summary

The call transcript is entirely missing, making it impossible to observe any agent behaviors, actions, or outcomes. All indicators are therefore rated Not Applicable due to lack of evidence. Without any observable interaction, the case is classified as Unresolved, but no auto-zero is triggered as there is no evidence of abandonment or misconduct.

V1 Case Analysis

Customer needed to separate 2.4GHz and 5GHz bands on MX6200 to connect a smart camera. Agent guided customer through web UI to split bands and set unique SSIDs. Customer confirmed bands were separated.

Troubleshooting Steps
  • Agent initially suggested using the Linksys app for band separation, which is not supported.
  • Corrected to using web UI (http://myrouter.local) for band separation.
  • Guided customer through logging into router and assigning unique SSIDs to 2.4GHz and 5GHz bands.
Key Observations
  • Agent initially suggested an unsupported method (Linksys app) for band separation but corrected to the proper web UI approach.
  • Guidance for separating bands via web UI was accurate and aligned with the KB.
  • Customer confirmed successful band separation and camera connection.
  • Agent maintained clear communication throughout the call.
Positive Highlights
  • Quickly corrected to the proper web UI method for band separation.
  • Provided accurate step-by-step guidance for separating bands via web UI.
  • Customer confirmed successful resolution.
Agent Errors / Gaps
  • Incorrectly suggested using the Linksys app for band separation, which does not support this feature on MX6200.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 20%
No transcript provided — resolution outcome cannot be assessed.
R2 Not Applicable Diagnostic thoroughness conf 20%
No transcript provided — troubleshooting steps not observable.
R3 Not Applicable Correct resolution path conf 20%
No transcript provided — product status or resolution path not evident.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 20%
No transcript provided — diagnostic process not observable.
T2 Not Applicable Appropriate tools / resources used conf 20%
No transcript provided — tool usage cannot be evaluated.
T3 Not Applicable No misinformation conf 20%
No transcript provided — technical information not present.
Communication
C1 Not Applicable Clear & professional language conf 20%
No transcript provided — call control and framing not observable.
C2 Not Applicable Confirmed understanding conf 20%
No transcript provided — communication adaptation not observable.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 20%
No transcript provided — ownership behavior not evident.
O2 Not Applicable Proactive follow-through conf 20%
No transcript provided — next steps or follow-up not mentioned.
O3 Not Applicable Closure confirmation conf 20%
No transcript provided — case continuity not assessable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 20%
No escalation mentioned or implied in absence of transcript.
E2 Not Applicable Escalation prep & handoff conf 20%
No escalation execution details possible without transcript.
Customer Experience
X1 Not Applicable Customer effort minimised conf 20%
No transcript provided — empathy or professionalism not observable.
X2 Not Applicable Tone & rapport conf 20%
No transcript provided — tone adaptation not evident.
X3 Not Applicable Overall experience conf 20%
No transcript provided — customer effort reduction not observable.
Call Transcript0 turns · 0 lines