V2 Rubric Detail — b30306a2-7425-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 01:47
Duration
18m 13s
Contact
Jimmy Ellis
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall11.5% (-40.5)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, resulting in an unresolved outcome. While some minor communication and technical accuracy elements were partially met due to correct identification of model compatibility principles, the lack of diagnostic action, tool use, and ownership led to unnecessary customer effort and no progress. The call ended with a vague callback request rather than guidance or resource referral.

V1 Case Analysis

Customer wants to add a plug-in extender to LN1600 mesh; agent unable to verify extender model and scheduled a callback for further assistance.

Troubleshooting Steps
  • Asked for model number of the new extender
  • Confirmed existing nodes are LN1600
  • Explained that compatibility cannot be verified without the extender model
  • Offered to schedule a callback for further assistance
Key Observations
  • Agent did not obtain the model number of the new extender before proceeding.
  • No actionable troubleshooting or pairing instructions were given.
  • Call ended with a vague promise to call back, leaving the issue unresolved.
Positive Highlights
  • Polite greeting and courteous tone.
  • Collected customer's contact information (phone, email, account name).
Agent Errors / Gaps
  • Failed to collect necessary device information (extender model) for compatibility check.
  • Did not follow standard node-addition procedures (pair button or 5-press method).
  • Provided no concrete troubleshooting steps, resulting in an unresolved call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the customer's request to add the plug‑in extender; the call ended with a request to call back.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps were taken – the agent only asked for a model number and then asked the customer to call back.
R3 Not Met Correct resolution path conf 95%
Agent did not choose a proper path (e.g., give generic pairing instructions or verify compatibility); instead they deferred to a future call without attempting a solution.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify the symptom clearly or ask targeted questions about the extender type, connection method, or current network setup.
T2 Not Met Appropriate tools / resources used conf 95%
No KB, compatibility matrix, or internal tool was used to verify if plug-in extenders work with LN1600; agent could have referenced SPNM6x/LN1600 pairing methods but did not.
T3 Not Met No misinformation conf 92%
Agent stated '1,600, it's compatible to the it's the same model,' which is a vague and misleading claim. Per universal_mesh_node_management.md, LN1600 is part of the LinksysNOW/Cognitive Mesh family, which has specific pairing requirements (Pair button/Web UI) and is not compatible with standard Velop/EasyMesh nodes.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost control of the interaction — no clear framing, no structured path, and abrupt pivot to callback without managing expectations.
C2 Partially Met Confirmed understanding conf 82%
Agent attempted to clarify 'child node vs extender' and used simple terms, but did not confirm understanding or adapt fully to customer’s confusion about device type.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by deferring resolution to a future call instead of offering remote guidance or self-help resources now.
O2 Partially Met Proactive follow-through conf 87%
Agent set a next step (call back when at home) and gave a rough timeline ('we will be close in an hour'), though no firm commitment or follow-up action was documented.
O3 Not Applicable Closure confirmation conf 92%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue was L1-level but required more information before escalation could be justified.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent used polite phrases ('you're welcome', 'take care') but did not acknowledge customer’s effort or confusion; tone was neutral, not dismissive.
X2 Partially Met Tone & rapport conf 83%
Agent responded to customer’s pace and tried to clarify terminology, but did not check comprehension or adjust messaging after customer repeated confusion about device type.
X3 Not Met Overall experience conf 94%
Customer had to repeat phone number and describe device multiple times; agent added effort by requiring callback instead of offering immediate self-help options.
Call Transcript13 turns · 17 lines
Speaker 2
[silence]
00:00
Speaker 1
Go ahead, you guys. I'm sitting down. I'm all right, brother. [silence] You have a good day. Thank you, sir. Boy, you got your hands full, Doctor, brother.How are you guys? Yes, ma'am. I just bought some links knowing from you, but I didn't tie into my uh.
01:00
Speaker 2
[-] uh. uh. uh.
12:00
Speaker 1
[KEEP_UNCERTAIN] My, what the heck is it? It's a bounce, like a bouncer or whatever? It's one of them deals that extends, uh, it went 'is goodbye,' but I already had that, but my other loaves went bad, but I bought new ones. And you guys had helped me get it in, but I I I didn't get the ones you plug in the wall that uh it extends it. What's that called? Uh, it's signals? Yeah. Well, I mean, if you plug it into the, you plug it into the wall outlet, and uh what it it sends the signal out. That's what it's called a child a family.
13:00
Speaker 2
You mean a child note or what? A child note. Mm-hmm. Yes, an extender or a child node, sir. Child node. So, how many nodes do you have?
13:00
Speaker 1
Well I got a new uh notice that were three of them. But this one plugs into the wall to extend the range from the nodes. Uh I... Well you... Can I give you my phone number, my email and you can find that out. And I just... We just had it set up last week. Yeah. 719 431 9101 Yes, ma'am. Yes.
14:00
Speaker 2
What's the model number of the node sir? Sure. Yes. What's all last week? Can I have your phone number? Okay. Seven one nine four three one nine one zero one let me check. Thank you, sir. This is under Jimmy Ellis.
14:00
Speaker 1
Yes ma'am. Yes ma'am. I got three of them. All three of them. But yeah, then I got before I bought these brand new ones, I got the deals that plug into the wall. That expand the range to help them three nodes. [silence]
15:00
Speaker 2
address associated with your account is jgallis@bresnan.net, right? Oh, okay. And the model number of your main node is this LN 1600. You have two of this LN 1600. You got three OOC. And how many nodes are working currently, sir? Oh, three of them. And then you... Yes. Yes, sir. So did you buy a new node and then you want to add it to this existing node? [silence]
15:00
Speaker 1
No, I got, well, I got other existing nodes, but this is a booster type deal. I'm not in the area at home, I don't know if you call it a node, but it directly has got a plug in that comes from it that plugs directly into the wall socket. Huh? No, I'm not. No, I'm not. No, I'm not, hun. That's why I wanted to know, what do I do? Because, on that, it's out in the garage, that one deal you push it. And does it tie into my new node?
16:00
Speaker 2
Oh, what's the model number of that note? Oh, it's like an extender. Are you with a physical router right now? Are you at home right now? Are you with a router? Are you with a Node, sir? Oh, okay. Oh. Well, it depends to what model is that, sir. But then, 1,600, it's compatible to the it's the same model, but we can check that extender, sir, is that a Linksys brand? Oh, 'cause you can't provide me model number so I really can't check if it's compatible to your LN 1600, and you're not with a physical device. How about this one, sir? Once you are at home, can you give us a call right away so we can check if it's compatible to the LN60? We will be close in an hour. One hour after we will be closer. Okay, so we will be waiting for your call sir. You're welcome sir. You take care always. Bye.
16:00
Speaker 1
hi bye bye Oh thanks
18:00
Speaker 2
bye sir and you may end the call thank you
18:00