V2 Rubric Detail — a978b818-7bd0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:59
Duration
20m 39s
Contact
Michael
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136582
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_unable to add 2 CNs to the existing network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent acknowledged the customer’s problem but provided no troubleshooting, recovery path, or escalation, defaulting to a generic statement about ISP credentials and directing to the website, effectively avoiding responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-60.0)

V2 Grader Summary

The agent correctly stated that PPPoE requires valid ISP credentials (T3 Met) but failed to conduct diagnostics, use recovery tools, or escalate despite the customer’s repeated unresolved attempts. The call ended without resolution, next steps, or empathy, constituting clear avoidance/evasion. Technical accuracy was partially upheld, but all other behavioral indicators failed due to lack of ownership and support.

V1 Case Analysis

Customer requested PPPoE configuration but lacked ISP password. Agent advised that both username and password are required and to contact ISP for password; provided support.linksys.com link.

Troubleshooting Steps
  • Asked about PPPoE credentials (username known, password missing)
  • Explained that both username and password are required for PPPoE
  • Provided Linksys support website link for further assistance
Key Observations
  • Agent did not collect essential device information (model, serial number, firmware version).
  • Agent did not verify router admin access or attempt any password‑recovery steps for the router itself.
  • Call contained a large amount of irrelevant dialogue before the agent engaged, reducing overall efficiency.
Positive Highlights
  • Correctly stated that PPPoE requires both a username and password from the ISP.
  • Provided the accurate Linksys support URL (support.linksys.com).
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty status where it would be standard for a troubleshooting call.
  • No attempt to verify or recover the router admin password, which could have been a possible path if the issue was mis‑identified.
  • Provided only a generic next step (contact ISP) without confirming the customer's environment or offering additional self‑help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided no solution or recovery path; customer left without ability to configure PPPoE or recover forgotten password.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions asked (e.g., router model, login status, recovery attempts) or troubleshooting steps performed before concluding.
R3 Partially Met Correct resolution path conf 95%
Agent correctly stated PPPoE requires provider credentials (technically accurate) but failed to offer alternatives (password recovery, factory reset).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process: agent did not identify symptoms, ask relevant questions, or determine root cause (e.g., no verification of router model or prior steps attempted).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or suggest tools (web interface, recovery key, factory reset) necessary for password recovery or PPPoE setup.
T3 Met No misinformation conf 97%
Statement that PPPoE requires correct username/password from internet provider is factually correct per KB guidance.
Communication
C1 Not Met Clear & professional language conf 96%
No call framing, agenda, or control; agent responded passively without guiding the interaction ('as long as it is a correct username and password... you may also check our website').
C2 Not Met Confirmed understanding conf 95%
Agent used technical language without adaptation or comprehension checks despite customer's confusion and frustration ('I forgotta delta password anyway').
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; offered no follow-up, action, or commitment beyond a generic website redirect.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up provided; call ended with 'thank you, have a great day' after unresolved issue.
O3 Not Applicable Closure confirmation conf 90%
No evidence of prior case history referenced; appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite customer's prior failed attempts ('We tried so many different things... spent like two hours today') and unresolved password issue.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent ignored customer's frustration over forgotten password and extended troubleshooting efforts.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer's emotional state or pace; remained flat and disengaged despite customer's fragmented speech.
X3 Not Met Overall experience conf 96%
Customer had to explain the issue fully but received no actionable help, increasing effort; directed only to website without guidance.
Call Transcript7 turns · 18 lines
Speaker 2
[silence] Thanks for watching, see you next time.
00:00
Speaker 1
saying I can log in through this website there not a website version of LinkedIn what I'm having I think and can't you heard it fair uh long seat to log in to your router through what if you just type in uh one nine two like is this but what's in one nine two one six eight one nine two dot one six eight There are two of the one one. to. This is our calling once again. We did come along. You got a question on the phone. Howdy other guys. Did we go to BB soft on Tuesday to see the game? Thank you for tuning in. So let's just like for one time. Maybe I'll finish. OK. I'm on the line. This is for other question. C Roder castor. That's a C H uh capital C H-A-R-L-Y 2675 And that exclamation point. uh did you manage to log in Alright find the thing that I was talking about connection Uh, it looks for, internet connection type, uh, it usually sets the default to DHCP, or automatic IP, um, setting? Um, let me know when you've found it. [silence] oh, what do you want to change it to? uh, what do you say, uh static, TPO, bridged and all wireless security by Rio, what are stuff called? PP, uh, PPPLE PP PPPoE, yeah, uh, switch changes that. I started at the bridge. Uh, yeah, just type in the username. I I I don't know what password is. Yeah. I don't know. Sorry. How much is just the password of the Wi-Fi? That's just. I'll put, like, why not just put everything on Bluetooth. [silence] fucking all the routers. That's what, just is, honestly, just is genius when it came to that. Wiki notes, everything on the routers? You never have to look for it. Yeah, I know. The good old, just paper and pencil method. Oh, Wiki notes. Oh, done. Read it. Wrote it. Forget it. Done. Would have been nice to know the password, but whatever. I don't know if it'll work. I think you do need the password, but if you did, I think that was a solver. you don't happen to. I was trying to figure out yesterday, like all I wanted to do was figure out that password and what it was. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Well, it did work. Hey. Hi. Um, uh, hi, um, um, I'm trying to figure out how to uh turn my router into PPPoE mode. Uh, the password, I don't know. I forgot it, but I do have the username.
03:00
Speaker 2
Thank you for calling Linksys. This is Skylar. How may I help you? Okay. So you want to set it up as a PPPOE and you already have a username and password from your provider? Um, if we don't know what the password is,
18:00
Speaker 1
Are you gonna wanna dream for me. We tried so many different things, but yeah, it just restarted. It kinda freak ed it out and we spent like two hours today setting that up. I forgotta delta password anyway. But basically, if I know the password and the user ID, I can put it into the router settings through the computer and it should be able to.
19:00
Speaker 2
this router will not work with the internet, because it needs to have a complete username and password and that should be from your internet provider. I'm sorry. Uh, yes sir. Because that's, uh, because that username and password, that will be your account for your subscription. Hmm. Yes sir, yes sir
19:00
Speaker 1
And let me Okay Música Jer is it working? All right I'll look into it though Thank you so much Okay All right Thank you bye [silence]
20:00
Speaker 2
as long as it is a correct username and password, that's from your internet provider, because, again, the username and password that serves as your account to receive internet connection. You're welcome. So you may also check our website for updates, support.linksys.com. You're welcome, sir. Have a great day. bye.
20:00