V2 Rubric Detail — c5de3adc-73fb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:47
Duration
34m 25s
Contact
Ernest Broaden
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
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 (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall11.1% (-24.9)

V2 Grader Summary

Customer's NAS visibility issue was not resolved; agent performed only basic troubleshooting without logical diagnosis or tool use, failed to establish ownership or next steps, and did not escalate despite persistent problem. Call ended with customer abandoning due to worsening network stability, confirming Unresolved outcome.

V1 Case Analysis

NAS (Buffalo/TerraStation TS3410DND12) offline in MBE7000 UI. Performed power cycle and cable/port swap. Customer disconnected mid-call citing network issues. No resolution or follow-up established.

Troubleshooting Steps
  • Verified NAS is wired to the parent MBE7000 node.
  • Guided customer to power-cycle the router and NAS.
  • Instructed customer to replace the Ethernet cable and use a different LAN port.
Key Observations
  • Agent failed to check critical settings such as DHCP reservations, MAC filtering, or firmware version, which are documented in KBs as common causes of device visibility issues.
  • Call contained excessive silence and redundant verification of contact details, severely impacting efficiency.
  • No escalation, callback scheduling, or self-help path was offered before the call ended.
  • Customer disconnected mid-troubleshooting, indicating unresolved frustration and lack of confidence in the support path.
  • Agent did not confirm whether the NAS had a static IP or if the router’s device list was refreshed post-reboot.
Positive Highlights
  • Correctly identified the parent node and confirmed the NAS was wired to it.
  • Guided the customer through basic but relevant steps: power cycle, cable replacement, and port swap.
  • Collected essential product and contact information early in the call.
Agent Errors / Gaps
  • Failed to check DHCP reservations, MAC filtering, or firmware status — all relevant per KBs for device offline issues.
  • Did not confirm if the NAS was assigned a static IP or if the router UI was refreshed after reboot.
  • Allowed the call to end without establishing a next step, escalation, or callback despite unresolved issue.
  • Repeated verification of phone number and name unnecessarily, contributing to long silences and poor call control.
  • Did not offer any self-help resources (e.g., KB articles) or remote support options before disconnection.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer ended call stating network was no longer online and they needed to call back; NAS visibility issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked about cable connections and power cycling; no systematic troubleshooting (e.g., DHCP client list, IP reservation check, admin interface verification) performed despite NAS showing offline in portal while physically online.
R3 Not Met Correct resolution path conf 96%
Agent never determined warranty status or selected appropriate path; no escalation, firmware check, or IP reservation verification offered despite persistent issue and customer frustration.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply logical diagnostic process; did not check DHCP client list or verify IP reservations per KB for LAN visibility issue where NAS shows offline in portal but is physically online.
T2 Not Met Appropriate tools / resources used conf 97%
No tools used (remote session, router admin view, ping/ARP tests) despite scenario requiring verification of NAS on LAN; agent relied solely on customer description and basic power cycling.
T3 Partially Met No misinformation conf 90%
Agent's suggestions (check cable, power cycle) were technically sound but incomplete; no further accurate guidance on MAC filtering, static IP, or port issues provided per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations, frame troubleshooting, or manage transitions; call lacked structure with long silences and reactive responses to customer actions.
C2 Partially Met Confirmed understanding conf 88%
Agent used understandable language but did not confirm understanding or adapt to customer confusion; technical terms like 'MAC address' used without ensuring comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent collected contact info but took no ownership; offered no follow-up, failed to prevent abandonment, and allowed call to end without resolution or transfer.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline given; only action was customer's decision to call back later, with no agent-led follow-up committed.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior case history; no handoff context needed or available.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved after basic troubleshooting; no escalation offered despite clear signs of deeper configuration/hardware problem and customer distress.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution (correct team, details, customer notification) was absent.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but never acknowledged frustration or repeated effort; empathy was generic or absent despite customer stating network was 'no longer online'.
X2 Partially Met Tone & rapport conf 89%
Agent responded to inputs but did not adapt tone or pacing to customer's growing stress or technical uncertainty during repeated reboots and cable swaps.
X3 Not Met Overall experience conf 96%
Customer forced to repeat information, swap cables, reboot devices, and restart computer; high effort due to agent not using available information or handling steps agent-side.
Call Transcript45 turns · 54 lines
Speaker 1
Hi Scarlett, my name is Richard Floyd and I am having an issue with my link linkSys router. It is not picking up my on my on my laptop.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Skylar. How may I help you? Okay.
00:00
Speaker 1
Yeah, I have internet connection. [silence] Everything [silence] is showing up. My NAS is actually plugged into the LAN network. And it's not showing up on my home network. My external network server, you know what I'm talking about? [silence] Yeah, it was. It was. It was working. I don't know when it stopped working, which is why I'm calling. It's showing it's not connected. It's showing it's offline. It's not offline. It's actually online. But the Linksys is showing it offline.
01:00
Speaker 2
Okay so you don't have internet connection right now. Uh-huh. So your NS yeah, was this working before, sir? When did it um stop working, sir? Let me verify this. Your um device your NAS.
01:00
Speaker 1
[silence] Correct. [silence] Yes, it is. [silence] Can't beat Mary boychos 7,000. [silence] Correct. Yes, this is my Bay aconteceu. That is correct. [silence] Yeah, my phone number is 228-225-0862. [silence]
02:00
Speaker 2
rate your network storage is it wired to the ethernet port let me verify this um what's the model number of that device sorry again MBE 7,000 that is your main router right okay so I'm going to have your phone number okay all right I was able to
02:00
Speaker 1
No, this is under Richard Floyd. So try this number here 909. Try this number here. 909-489-8426. Yes.
03:00
Speaker 2
And is it under Ernest brawden? Okay. Okay. Again 989 4 9 8 9 4 26 Okay. Okay.
03:00
Speaker 1
yes yes that's that's that's it Renee Floyd yes that's correct all right I have a three see five that's correct
04:00
Speaker 2
Again, it's Richard Floyd, and email address is richard.rwang99@gmail.com, okay. so your how many nodes do you have sir how many links does device you have? okay and the parent node, the one that's directly connected to your provider, which is your provider is CS fire right? In this fire. okay that's the MBE 7000 correct
04:00
Speaker 1
That is correct. That is where my NAS is connected via the ethernet cord. Sure, sure. Hold on here. That serial number um is... In fact, it didn't give me a it gave me a password. Oh, here we go. Um should be the one. I didn't fully get a picture. I was standing in there to to give it to you. My wife was on the phone. Hold on. [silence]
05:00
Speaker 2
You may not be able to tell. Um may not be series of that MBE 7000. Are you still there?
05:00
Speaker 1
All right, I have a serial number is 5, 9 alpha 10 Mary, 2, 9 David, 04091. Now, did everything, so let hold on, before we go through all of this, every my, my internet connection is working. All of my wireless devices are working. The only thing that is not showing up is my mass that is actually plugged directly into it. It hasn't been showing up for a couple of days. So I don't have a problem with with with with I have 21 devices right now that's showing up on my system. So my system is fully active. I've got 21 different um devices that's connected. But my math
06:00
Speaker 2
Mm-hm. Oh that is so beautiful. One sec. Oh that is so beautiful. Would it be okay? To go? Like right now? You don't need... now? Sure. Sure. Sure. Great.
06:00
Speaker 1
She's actually showing up as not connected. Yeah, it's a Bufflaw American, terry, Star, hold on here. Hold on one moment. One moment. Are you seeing this? Are you seeing this? Yes. Hold on.
07:00
Speaker 2
OK, do you know the name and model number of that NAS? I'm sorry
07:00
Speaker 1
Okay.
08:00
Speaker 2
and that device has again it's a Buffalo American and again it's a Tierra station and it's again connected via Ethernet write sir on your Tierra station is there a sticker there that you can check what's the Mac address [silence] again
08:00
Speaker 1
All right, you know that? Yeah. Yeah. Yeah. Yeah. Yeah, only only then that. All right. But let me just hold on a moment, please. All right. So, all right. So, um, the Mac the Mac, um, and and this is a number. It's a um, a TerraStar model number TS3410DND12-0-0.
09:00
Speaker 2
so, only, the nas things, sir, that is not detected right, okay, the your next thing, and the cellular D. I. B. A. T. K. I. O. P. and K. K. The the the Model number and the the serious. uh huh. [silence]
10:00
Speaker 1
The MAC address. It has two Mac addresses. One is 604. Excuse me. Excuse me. 6084 Bravo David. six Alpha Alpha 242. And that is correct. [silence]
11:00
Speaker 2
Okay, so um this is the Mac address, right? [silence], For transcribing, the speaker pauses and repeats M as they're writing it down, as can be heard by the dot at the end and the speaker then continues. [silence]
11:00
Speaker 1
it's not, it's not steady. It's just blinking. No, I use, I, I use the, so, so, um, it used to be a, I used to be able to access it from, um, from, from several, um, from like my mobile phone on my home network. I used to be able to access it, access it at the NAS. Right now, it's showing up from the main page, the online portal from the Linksys. It's showing up. It's not, uh, it's not connected. So, when I'm in my, my Linksys smart Wi-Fi right, [silence] but it's not contained. [silence] It just shows me. [silence]
13:00
Speaker 2
Okay. So, did you use the app, sir or did you access the user interface of the router to, um, like, change the, um, or check the device if it is detected or not? Yes.
13:00
Speaker 1
on my computer, right? Um, and it shows me the devices that that are on, that are online, right? It it it shows it, but it shows it offline. Mm-hmm. It shows my DocCentral, and it Yeah, and it it it it has the same Mac address. It has the six six zero dash eight four dash BD dash eight alpha alpha two uh 42 and it shows it's offline. No, no, there's a that that is the only that is the only um exterior device that I have. None of the others have have that. Yeah. That's correct. Yeah, I'm on I'm on the website. I'm actually within the the
14:00
Speaker 2
Okay, that's under ethics and no other icon that has the same Mac address. That's all. And right now you're checking it on the device list.
14:00
Speaker 1
I'm on my on my PC into my lexico smart Wi-Fi a portal. It is a desktop. [silence]
15:00
Speaker 2
sorry
15:00
Speaker 1
Of course I did. Yes, I have, which is, which is why I ended up calling you guys. Yeah. Yeah. Well, I mean, and I'm trying to figure out exactly why it's not showing up.
16:00
Speaker 2
Sure, did you check if the cable is properly plugged in at the back of the Linux router? Did you already like, um, power cycling the, uh, Linux router and also power cycling your, um, Terra station? Like, it just suddenly, um, like, stopped working? [silence] [silence]
16:00
Speaker 1
the tablet but [silence] yeah it's it's not even sure my wife's phone is being on the Wi-Fi and she's connected to the Wi-Fi. [silence] that is correct.
18:00
Speaker 2
And again this Nester is literally connected to the parent node. Okay, so I can the unplug the ethernet cable out from the parent node. Just unplug the ethernet cable and then transfer it to a different ethernet port.
18:00
Speaker 1
Transfer what Ethernet cable? From my NAS or from my customer, from my, my support? Because if I do it to my support, it's going to knock my wife off line. We I mean, we're in the middle. So I can't. I can't disconnect my Internet. My Internet is working fine. It's showing white. Yeah. Actually, I'm going to go and see if I can't get another Eternet cable. I have a couple couple of additional Ethernet cables. So That's that's correct. That's correct. Correct.
19:00
Speaker 2
um no no no no no no no no no no no again right now your um what is connected to the parent node using the uh ethernet cable right okay um okay so right now at the back of your linx is there are three cords that's connected one that's the power right the other one the other one that's the um that's for the internet correct and then
19:00
Speaker 1
You're correct. connected to my nads. I'm going to I'm going to. I'm going to. I'm going to change I'm going to change out this cord. Just hold on. I'm going to change out the uh I'm going to put it put a new ethernet cord on the uh on the nads. If you just stay with me here a minute. See if that isn't um if that isn't going to um and I have uh I have a cord right here. so you know it's coming with me. I'm going to do is a straight. I don't need a straight. Using ethernet cable. I got a boatload of them and I just need one in particular.
20:00
Speaker 2
Then the other one that's the one connected to the NAS, okay
20:00
Speaker 1
I can't put my hands on it. Bear with me one moment here now. let me get into another bag. I have uh Okay, go. I'm trying to locate my other Ethernet cable. Just bear with me. just a couple more minutes, young ladies. Yeah. All of a sudden I can't find, I can't find it. But I will momentarily. [silence] Okay. Let's just grab one of these other ones here. [silence] [silence] [silence] [silence] [silence] All righty. There we go. All right. So, I'm going to, I'm getting ready to plug this one back in with a new, with a new ethernet cord. All right. [silence] [silence] [silence] [silence] [silence] [silence] actually, I'm going to switch. I'm going to switch it out with another one and then plug it and plug it into a different port. All right, so I'm plugged in both into a different port. All right. Let me let me let me try a different uh, All right, so I’ve got it plugged in. I’m gonna shut it off and restart it. Yes. Yep. All right. Now it’s powered back on waiting for the power. all right power is on um all right um yeah and I am all right let's see if my network has come come back see if my network is back on and all right um
21:00
Speaker 2
Let's give me two minutes. Let's just wait until that device will, uh powerlight turns solid. Um hum. Um hum.
28:00
Speaker 1
Let me see if my... I'm waiting for my network to come up. So if something and something's a half of my network isn't isn't even coming up now. All right, let me get out of this here. Let me go back to my network. I'm going to restart my computer. Oh, my God. [silence] Uh, this isn't good. This isn't good. Bear with me. I'm restarting my computer. So just waiting for my computer restart to see if my if my normal network connection. Yes, yes, yes. I haven't messed with it. it's been white. it's been white the entire time. This is not a this is not a node issue. Um, okay. I'm going to here. All right, logging back in.
29:00
Speaker 2
Uh, Uh, okay. and a and the the router right now, okay, okay so, by the way, the the router right now or the main node, it's still, uh, color white, correct. Mhm. You know, I for your security,
30:00
Speaker 1
Okay, reconnecting. Okay. Network is back online. All right. And I should be able to get right into this. Okay, now I got to go up here and check my NAS again, cause it looks as though something is going on with it. Yes, I am. Unplug it again. [silence] Okay, we're we are we are rebooting here, so, okay. 30 years ago. [silence]
31:00
Speaker 2
okay i'll Okay. On the NAS, again the L uh one of the LAN is lit, correct? Mhm. okay your laptop is it ready
32:00
Speaker 1
No, no, so I'm, I'm going over here. I'm not working on my laptop. I'm working on my desktop computer. So just let me get over here. Yeah. Yeah. That's correct. No, it's routed to a node, to one of my nodes. Yeah, it's routed to one of my nodes. So, okay. Oh, okay, okay. All right, so, all right. So it looks like something is happening here. Um, with my node, with my, my network home itself now. Oh. Yeah, looks like something happening in real time. is happening in real time.
33:00
Speaker 2
I'm sorry your desktop brother and this this show sir is wired also to the main router or is it wireless okay thank you
33:00
Speaker 1
well, my network. Okay. Can't connect to my network drive. Can't diagnose. All right. Thank, you know what, I'm gonna have to call you back, because this isn't something, something terrible happened to my network now. So, I need to get back to try to get my network online, because it's no longer online now. Alright, goodbye. Thank you. Bye-bye.
34:00