V2 Rubric Detail — b7e94d18-6b27-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 15:09
Duration
5m 5s
Contact
Samantha Benefield
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133909
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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.
⚠ Auto-Zero applied: Discourtesy (C) – agent refused to provide any assistance based on end-of-support status, violating the OOW best-effort troubleshooting standard and abandoning the customer without resolution or guidance.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent identified the device as end-of-support and immediately declined to assist, performing no troubleshooting, offering no next steps, and ending the call abruptly. This violates the OOW best-effort policy, fails to meet minimum technical or customer experience standards, and constitutes discourtesy by abandoning the customer without a path forward.

V1 Case Analysis

Customer unable to get internet after power outage; three-node mesh; serial 28H2060; agent incorrectly stated model A0303 is end-of-support; no troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Collected serial number and ISP information
  • Asked about number of nodes and parent node wiring
Key Observations
  • Agent incorrectly declared the device end-of-support without verifying model support status in KB or internal resources.
  • No technical troubleshooting was performed despite a clear connectivity issue post-power outage (contradicts velop_wifi_connectivity.md Step 3: Reboot the Mesh System).
  • Agent did not verify WAN connection or modem status (contradicts universal_isp_modem_diagnostics.md Step 1: Test at the modem).
  • Agent did not check node LED status (contradicts velop_wifi_connectivity.md Step 1: Check Node LED Status).
  • Call ended abruptly without offering escalation, self-help resources, or clear next steps (contradicts universal_escalation_guide.md).
Positive Highlights
  • Collected customer name, email, ISP, and serial number accurately.
  • Confirmed topology (three nodes, parent node wired to modem).
Agent Errors / Gaps
  • Incorrectly stated model A0303 is end-of-support without verification; no evidence in KB that this model is obsolete or unsupported.
  • Failed to follow standard troubleshooting protocol for connectivity issues (velop_wifi_connectivity.md).
  • Did not perform basic diagnostics such as power cycling or LED status check (velop_wifi_connectivity.md Steps 1-3).
  • Did not verify WAN connection or modem functionality (universal_isp_modem_diagnostics.md Step 1).
  • Did not offer escalation, self-help resources, or next steps (universal_escalation_guide.md).
  • Ended the call without confirming resolution or providing a concrete path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device obsolete and refused assistance without resolving the issue or offering any troubleshooting path.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (reboot, LED check, speed test) were performed; only serial number and contact info collected.
R3 Not Met Correct resolution path conf 96%
Agent violated OOW best-effort policy by refusing help solely due to end-of-support status, despite requirement to attempt troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms or root cause; skipped logical diagnostics in favor of immediate obsolescence declaration.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., speed test, router UI, LED status) used; relied only on verbal obsolescence claim without verification.
T3 Partially Met No misinformation conf 89%
Correctly identified model as obsolete, but incorrectly concluded no support could be provided, contradicting OOW best-effort standards.
Communication
C1 Not Met Clear & professional language conf 95%
Call ended abruptly after 'no help' statement; no framing, control, or transition to closure.
C2 Not Met Confirmed understanding conf 93%
Used scripted language without adapting to customer’s confusion about app vs. outage; no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abandoned case immediately upon identifying OOW status; no ownership demonstrated.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up offered; customer left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Failed to escalate or initiate troubleshooting despite policy requiring best-effort for OOW devices; no valid trigger acted upon.
E2 Not Met Escalation prep & handoff conf 94%
No escalation executed; customer not informed of any escalation path or reason.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Minimal empathy expressed; no acknowledgment of frustration from outage or app confusion.
X2 Not Met Tone & rapport conf 92%
Did not adapt tone or pace to customer’s repeated 'okay' responses indicating confusion or disengagement.
X3 Not Met Overall experience conf 95%
Increased customer effort by refusing help and providing no self-help resources or next steps.
Call Transcript8 turns · 10 lines
Speaker 1
[silence] [silence] Yes, Josh. My linksys system is not working, but my internet, I know is working. We had a power outage yesterday and it was only blink on and off, but then then the internet quit work.
00:00
Speaker 2
Hi. Thank you for calling Linksys. My name is Josh. How may I assist you today? Hmm. Yeah. I am currently facing an issue with my internet speed. I'm not sure where it is coming from.
00:00
Speaker 1
It is working. [silence] It actually works. [silence] I have three. [silence] It's connected to the it's connected to the modem by a linkers cord. [silence] Mhm. Yes. [silence] Um, [silence] the serial number is 28H as in hot 2-0-6-0 [silence]
01:00
Speaker 2
All right. Got this one, ma'am, and I apologize for the inconvenience. And before we proceed, is this your first time calling Link_sys? Uh-huh. No worries. And since this is your first time, I would need to create a record for you first. So, for now, ma'am, may I have... May I know how many Link_sys routers do you have? Three nodes, all right. And is the parent node still wired directly to your modem or internet source? Thank you so much for that one. And may I have the serial number of this parent node, please? Thank you so much for that, ma'am. So let me again, verify the serial number to make sure that I got it correctly. So it's 2, so it's 28H4H, H4H, 2060A4 Alpha, 12394, is that correct? Yeah, sorry. Is that correct? Yes, you did. Yep. Uh-huh. Thank you so much for confirming, ma'am. Okay, alright, so may I have your first and last name? Uh-huh. And how do you spell your last name, ma'am? That's okay. Thank you so much for that one. And who's your internet service provider? Spectrum. Uh-huh. And may have all sorry, may also have your email address, [silence]
01:00
Speaker 1
My email address is Samantha Bennett Field at Mac Mac.com that is correct.
03:00
Speaker 2
Yes. Uh huh thank you so much for that. So just to confirm the uh your first name is spelled as S M A N T H A is that correct? Thank you so much for confirming. All right so going back to the issue ma'am so however ma'am uh regarding with this one upon double checking here on my end actually ma'am your device which is the exact model is zero yeah sorry A0303 is already one of our end of support or obsolete devices ma'am so i really do apologize since this router or devices are already one of our end of support uh that means ma'am that i can no longer provide you assistance over the phone or chat
03:00
Speaker 1
Okay. Is it going to be different than the app tells me? 'Cause I've tried all of the app. Okay. Okay. Okay. Okay, thank you.
04:00
Speaker 2
Yeah man, very yeah ma'am. for calling links this morning. You have a great day! [silence]
04:00