V2 Rubric Detail — b3acbe00-73cf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:32
Duration
5m 22s
Contact
+447515285663
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall16.8% (-41.2)

V2 Grader Summary

The agent did not diagnose the SPNMX55 node, offered no technical troubleshooting beyond isolating to the ISP, and simply instructed the customer to contact Gigaclear. No meaningful progress was made, ownership was lacking, and the interaction failed to meet most quality criteria, resulting in an unresolved outcome. Technical accuracy showed partial effort in isolation but lacked depth in router-side diagnostics.

V1 Case Analysis

Customer has no internet on SPNMX55 nodes; agent advised to connect PC to Gigaclear box and contact ISP. No further troubleshooting performed.

Troubleshooting Steps
  • Collected node serial number and phone number.
  • Asked customer to connect a computer directly to the Gigaclear box.
Key Observations
  • Agent did not follow the standard troubleshooting flow for ISP‑provisioned mesh nodes (no LED check, power‑cycle, or WAN cable verification).
  • Agent did not verify whether the Gigaclear box was actually providing internet before transferring the case.
  • Minimal empathy shown; the call ended quickly after the transfer recommendation.
Positive Highlights
  • Collected the node serial number and phone number promptly.
  • Spoke politely and gave a clear next‑step recommendation.
Agent Errors / Gaps
  • Failed to perform basic node troubleshooting (LED status, power cycle, Ethernet cable check).
  • Did not confirm internet connectivity at the ISP modem/ONT before advising the customer to contact the ISP.
  • Did not collect full customer details (name, email) despite asking.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet or provided a solution; told customer to contact Gigaclear without confirming node status or attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked to plug computer into ISP box, no systematic troubleshooting of node lights, power‑cycle, or WAN cable; KB complemented rather than replaced investigation was not observed.
R3 Not Met Correct resolution path conf 96%
Agent directed customer to ISP without confirming node status or attempting SPNMX55‑specific steps; path not aligned with best‑effort troubleshooting for OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (no internet) and took one relevant diagnostic step — testing at the ISP modem — but failed to ask about node LED status or perform basic router-side checks, limiting diagnostic depth.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used a valid diagnostic method — instructing a direct modem connection test — appropriate for isolating upstream vs. device issues, but did not attempt local web UI access or verify ACS provisioning status, which were feasible next steps.
T3 Partially Met No misinformation conf 91%
Suggesting the customer verify service with Gigaclear is technically sound when the modem shows green but no internet reaches the device, but agent provided no additional technical guidance on node behavior or provisioning, leaving resolution incomplete.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction lacked clear structure, no step‑by‑step plan, and ended abruptly after the agent’s brief suggestion; no framing or control maintained.
C2 Not Met Confirmed understanding conf 93%
Agent used minimal language and did not verify the customer’s understanding or adjust explanations to the customer’s technical level; no comprehension checks or adaptation observed.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately handed the issue to the ISP without taking ownership or attempting further troubleshooting; transferred to avoid difficulty.
O2 Partially Met Proactive follow-through conf 89%
Agent gave a next step – “you have to get in touch with [Gigaclear]” – but provided no timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the transcript; issue was still being triaged.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent said “I’m sorry, ma'am” showing some empathy, but overall tone remained very brief and procedural; acknowledgment of frustration was minimal.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to the customer’s frustration; gave a single generic instruction without checking tone or pacing; customer expressed difficulty with awkward spaces but agent did not adjust.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat steps (unplug/replug) and then sent back to the ISP, creating unnecessary effort; no effort to reduce friction or avoid repetition.
Call Transcript12 turns · 12 lines
Speaker 1
Hello. Yesterday, my internet stopped working. And I got it back on this morning, and then it's been off nearly all today. And I can't get it to, I can't get it to a blue light on another node again today. I don't have any internet connection. No. GigaClear. Yes. All the nodes I've got, I've got three of them, and they've all come via Giga.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
Clear, yes. [silence] Yes. [silence] Uh, 5V10m24E02659. [silence] No problem. [silence] Do you say so? [silence] I don't know. [silence] Certainly it's 0751529169. [silence]
01:00
Speaker 2
Uh-huh, got it, thank you. Um, may I just ask for the serial number of your parent node, please? 02659, got it. Let me just check on the exact unit, okay? Just give me a couple of seconds. Thank you, ma'am. Okay, so based on the information I have here, this is an SPN MX55 bundled u-routers from Giga Clear. Yes, yes, ma'am. Okay. So, yeah, before we proceed, ma'am, may I have your phone number just in case we get disconnected?
01:00
Speaker 1
[silence]
02:00
Speaker 2
got it, thank you how about your first and last name, ma'am? okay and your email address, ma'am okay ma'am do you have maybe a computer that we can connect via via Ethernet?
02:00
Speaker 1
it doesn't wired into the computer and it's uh I believe it's for you, let's have a look. One of them is not wireless. So one is wired from the mother into the computer. Yeah, so unplug this one. Maybe not, maybe unplug another one. There you go. Unplug that one. And then plug it directly into my computer. see that. They're all in awkward spaces, aren't they? tight spots, these things. Right. Okay, let's just check that. know then, shall we?
03:00
Speaker 2
Okay. Will it be possible that you can connect your computer straight to your Gigaclear box.
03:00
Speaker 1
great [ silence ] if it restored any changes I'll do enter no no no no I'm not getting I'm not get it so although the box on the wall is green you know the box that comes into the house that is green the wire is definitely coming from that box into this computer and it's not working so that means it's not your problem doesn't that that means it's gigaclear doesn't it does okay.
04:00
Speaker 2
Yes, yes. I'm sorry, ma'am. You're not getting. OK. yeah. Um, yes, yes, ma'am. You have to get in touch with and ask or tell them that.
04:00
Speaker 1
Thank you, I'm sorry I troubled you, I didn't think of doing that, silly of me. Sorry. Thank you very much. But, but, bye, bye, bye. And you, bye, bye.
05:00
Speaker 2
You don't have internet connection. Anyways, ma'am, for any other concerns, you can call us back. We're up until 9:00 p.m. That's okay. No worries, ma'am. No worries. Have a good day. Stay safe. You're welcome, ma'am. Have a good day. Stay safe.
05:00