V2 Rubric Detail — bde470f2-73e3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:55
Duration
10m 55s
Contact
Celia Fierro
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135195
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to connect to the solar panel
⚠ 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
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall22.4% (-33.6)

V2 Grader Summary

The agent did not resolve the customer's need to connect the router to the solar panel and offered no substantive troubleshooting. No diagnostic steps or tools were used, and ownership was not taken. While the technical statements were accurate, the interaction lacked empathy, clear guidance, and proper call control, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect solar panel (2.4 GHz only) to Linksys router. Agent confirmed out-of-warranty status and that router broadcasts both 2.4 GHz and 5 GHz bands. Advised contacting solar panel vendor (unisolar.com). No troubleshooting performed or self-help resources provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified that the solar panel requires a 2.4 GHz network and confirmed the router broadcasts both 2.4 GHz and 5 GHz bands (KB-aligned).
  • No model number was requested or recorded, limiting troubleshooting accuracy.
  • No standard troubleshooting steps (reboot, firmware check, Wi-Fi settings) were performed despite the router being the intermediary device.
  • Out-of-warranty status was confirmed, but no self-help resources were offered per universal_escalation_guide.md protocol.
  • No case number was created or referenced, violating case management protocol.
Positive Highlights
  • Agent correctly identified that the solar panel requires a 2.4 GHz network and confirmed the router supports both 2.4 GHz and 5 GHz bands (KB-aligned, transcript [06:00], [08:00]).
  • Agent appropriately limited scope to Linksys devices and did not misrepresent support for the solar panel (transcript [07:00]).
Agent Errors / Gaps
  • Missing product model identification — critical for accurate support and troubleshooting.
  • Failure to perform basic router troubleshooting steps (KB: velop_wifi_connectivity.md Step 3–5).
  • No self-help resource provided after customer declined further support (KB: universal_escalation_guide.md — must offer at least one: KB article, chatbot, email steps, or escalation).
  • Did not create or reference a case/ticket number (protocol violation).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent redirected customer to solar company without verifying router 2.4GHz settings or attempting any Linksys-side troubleshooting.
R2 Not Met Diagnostic thoroughness conf 93%
No diagnostic questions or troubleshooting steps performed; agent relied solely on customer's verbal confirmation of 2.4GHz availability.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified OOW status and acknowledged limits, but did not perform best-effort troubleshooting (e.g., checking Wi-Fi settings) before redirecting.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to apply logical diagnostic process; assumed issue was with solar panel without asking about router Wi-Fi configuration, SSID, or password.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use appropriate tools (e.g., router admin UI at 192.168.1.1) to verify 2.4GHz band status, which was necessary for IoT connectivity troubleshooting.
T3 Met No misinformation conf 95%
Agent correctly stated router broadcasts both 2.4GHz and 5GHz and that solar panel requires 2.4GHz; warranty status accurately reported.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear opening, agenda, or control; agent drifted with filler phrases, silences, and reactive responses.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and repeated 'ma’am' but never checked understanding or adapted explanations to customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; redirected to solar vendor without attempting further Linksys-side troubleshooting or follow-up.
O2 Partially Met Proactive follow-through conf 84%
Agent gave next step (contact solar company) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue was third-party integration, not internal complexity or hardware fault.
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 85%
Agent was polite but offered minimal empathy for customer's frustration; acknowledgment was generic, not sincere or specific.
X2 Not Met Tone & rapport conf 88%
Agent did not adapt tone or pace to customer's confusion; provided no clarification checks despite evident difficulty understanding connectivity steps.
X3 Not Met Overall experience conf 90%
Customer asked to seek external help and repeat information; no effort made to reduce steps or handle actions agent-side (e.g., guiding router UI access).
Call Transcript16 turns · 18 lines
Speaker 1
I don't know.
00:00
Speaker 2
Welcome to [brand redacted] [support. To] ensure quality service your call may be monitored and recorded for quality assurance. For in warranty products our support team is available to help with performance and hardware issues. Register your product by visiting [register.redacted.com]. Please have your device serial number ready. For assistance press one now. For out of warranty products paid support may be available depending on the issue. To hear more about your service options press two now. If you're experiencing issues with your [brand redacted] product and it's no longer under warranty paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.redacted.com or use our online support portal at [brand redacted.com].
00:00
Speaker 1
Yes, I have a aLinks product and I'm trying to get it connected to my solar panels. Can you help me with that? Okay. Okay. All right. The serial number. All right, are you ready? Three, seven.
01:00
Speaker 2
Linksys. dot com. you can also connect with other users for tips and guidance at Reddit.com slash R slash Linksys. Hi, thank you for calling Linksys. This is G, how can I help you today? [silence] O. Let me see what I can do with that. May I have first the serial number. Yeah, let me have first the serial number of your Linksys, please. O. Mm-hm. Yes ma'am.
01:00
Speaker 1
Okay. Five, seven, five, three, zero, two, one, eight, two, eight. Yes, ma'am. True, yes. Yes. Okay. Yes, TDS TC, let's see, T for Tom, D for do, and TDS for Sally. Yes, ma'am. [silence]
02:00
Speaker 2
okay. I'll just need to confirm on the, um, device you have. uh, ma'am, okay. You are calling from United States, right? okay. Who is your internet provider? Ma'am? TDS. Tango Delta Sierra. Okay. S S for Sally. Okay. okay. Okay.
03:00
Speaker 1
Oh. Um. Sun. Sun. Sun.and bro. Let me see. Come on. Sorry about that. Uh. Um. Um. Um, is that. Yes, ma'am. Is that sound right.
05:00
Speaker 2
let me check, ma'am. uh, I, it was actually manufactured. Okay. And, uh, by the way, ma'am, can I have your first name and your last name, please? Okay, for this router, ma'am, uh, I'm sorry, for this solar panels, uh, it shows here based on the information that it can only be connected to a 2.4 network. So you have to separate your 2.4 from your 5 gigahertz. But then, ma'am, unfortunately, uh, your router shows that it's already out of warranty based on our system. And, uh, we can no longer provide free service.
06:00
Speaker 1
Yeah, I knew you of those. Okay. Well, I had TDS, check out the router and the - everything is a go. I just needed to connect the Linksys, uh, using, Wi-Fi to the, to the solar panel. So. [silence] Okay.
07:00
Speaker 2
this in front for out of four and tevi says ma'am, but I can offer you other options for this I'm that we just let's sure. Yes, ma'am. Let me just set your expectation, ma'am, that, um, we can only troubleshoot our links router. We can only do the troubleshooting on our links, ma'am, but for the solar panel, it's still not a guarantee that it will work because I am not trained for that unit, for that device, for that solar panel. I can help you with the router. Mhm. Mhm. Yes, yes. And uh, this solar panel, ma'am, can only be connected to a 2.4 network.
07:00
Speaker 1
Okay, and I do have the 2.4, right? Yes, I do, okay. Yeah. Yeah, and the 5., but it needs to be connected to the 2.4, okay? So is there anything that I can do to get that to start working? Uh, I-- and I, you know what, I've never had problems with it until now. So that's why I'm trying-- I already called the provider. I called the you guys, and then, uh, I had the-- what is it? It's not the-- it's the helper to the router, the Aries thing, and--
08:00
Speaker 2
yes it should show you two Wi-Fi network yes your router name has two Wi-Fi network uh a 2.4 and a 5 giga hertz [silence] Did you already uh call the uni support for this one one Ma'am [silence]
08:00
Speaker 1
yes, and, uh, everything's working, except I can't get it to connect to uh, and I need Wi-Fi to connect it to the, uh, solar panel. But, uh, let, let me see, uh, if I can call the solar company and maybe they can help me. Because I can see that. All right. All [silence] right. Um, no, but I sure would appreciate it if you have it and you give it to me. Okay, thank you.
09:00
Speaker 2
There is. I see. [silence] Yes I think that's the best. Yeah yes. Actually, based on what you have mentioned, you have your 2.4 [network]. So this panel can only be connected to a 2.4 and you already have that. So it should be from them. Okay let me, do you have their number? Yes let me just check if I can get that from their website. You're welcome. [silence] You're welcome. Okay, let me see if I can help.
09:00
Speaker 1
Okay, you know what? Okay. Thank you so much. I appreciate your help. Have a good day. You too. Bye-bye. [silence] Okay. You know what? Okay. Thank you so much. I appreciate your help. Have a good day. You too. Bye-bye.
10:00
Speaker 2
Okay, you have your computer or your phone with you, ma'am? Okay, you can go to unisolar.com. They have their number on the website, ma'am. Unfortunately, I cannot see that on here on my end because we do have restrictions on the website. But you can go with the unisolar.com. You're welcome, ma'am, free to call us back. But then uh, yes, you're welcome ma'am, have a good day. Bye-bye.
10:00