V2 Rubric Detail — a74fed22-7be9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:58
Duration
11m 56s
Contact
Vani Row
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136618
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300 - reinstallation
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent did not respond at any point during the call, leaving the customer's reported issues with poor internet and a malfunctioning Wi-Fi extender completely unaddressed. This constitutes a full abandonment of the call, triggering an auto-zero for Call Abandonment (A). All behavioral indicators are rated Not Met except E1 and E2, which are Not Applicable due to no escalation occurring or being warranted. The interaction is classified as Unresolved.

V1 Case Analysis

Customer reported poor Wi-Fi and extender failure; agent did not respond or provide any assistance.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never spoke or acknowledged the customer.
  • No technical advice or troubleshooting steps were provided.
  • Customer's statements were fragmented, but agent made no attempt to clarify or re-engage.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Complete lack of agent response or communication.
  • Failure to follow basic support protocol: no identification, no troubleshooting, no closure.
  • No attempt to provide KB-backed guidance for range extender setup or Wi-Fi connectivity issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
No resolution or outcome was achieved; the agent did not respond to the customer's reported issue about poor internet and a non-working Wi-Fi extender.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were taken by the agent; the customer's issue was not investigated.
R3 Not Met Correct resolution path conf 100%
No resolution path was selected or communicated; the agent failed to determine product status or support options.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent did not identify symptoms, ask diagnostic questions, or determine a root cause.
T2 Not Met Appropriate tools / resources used conf 100%
No tools (e.g., remote access, logs, KB) were used to diagnose or resolve the issue, despite the clear need.
T3 Not Met No misinformation conf 100%
No technically accurate information or recommendations were provided to the customer.
Communication
C1 Not Met Clear & professional language conf 100%
The agent did not frame the interaction, maintain call control, or manage transitions; no response was given.
C2 Not Met Confirmed understanding conf 100%
No adaptation to customer's communication level or style occurred, as the agent did not engage.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
The agent did not take ownership of the case or avoid unnecessary transfer; no action was taken.
O2 Not Met Proactive follow-through conf 100%
No next steps or timelines were established, and no follow-up was promised or completed.
O3 Not Met Closure confirmation conf 100%
No use of prior history or handoff context was possible, as the agent did not interact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to lack of agent engagement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
No empathy, professionalism, or patience was demonstrated, as the agent did not respond.
X2 Not Met Tone & rapport conf 100%
The agent did not adapt to the customer's tone or emotional state, nor maintain engagement.
X3 Not Met Overall experience conf 100%
The customer's effort was not reduced; they were forced to repeat information and received no assistance.
Call Transcript2 turns · 6 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hello. Yes uh huh. There's been a car we are. Service outside. Service. You can't get in on service. My yeah. You always have a problem there. I'm trying my WIF extender. I don't know me a caller they look a seller you want to tell me. I the location. I the location. from back house. Accident. On a. Way. Heard them. Dave is. In his. Car. Around. The. Brown. I want. and the minimum favor. mister. the. um has I favor me ask if they have my internet just and it poor poor internet. I wonder if I can't. with the. Wi-Fi. the. internet the. internet in my house is very poor. okay. I have a Wi-Fi. extender. I'm going to need. a. it used to work. I've been long time time to work. always I work with. but make. Let me go. I'll go. I got my Booking Get output. That's how it works at post office Get. 1.5. Hold my get doc. Oh. Oh. Oh. You know, our accounts don't fall in and out. But that's saying more what will new Wi-Fi like. They want said one new Wi-Fi. See there, they can put themselves where they belong. I can't. Uh, put up them shoes, huh? Yep. He's gone. He's gone all the way up high. Can you hear me? Mm-hmm. [silence]
03:00