V2 Rubric Detail — d2d203c6-6114-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:29
Duration
16m 19s
Contact
No Name
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00132463
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.62/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.1% (-24.9)

V2 Grader Summary

The agent failed to diagnose the issue, provided technically inaccurate information, and did not take ownership of the customer’s request for a compatible replacement. While some effort was made to look up serial numbers and suggest a modern product, the response lacked structure, empathy, and actionable guidance, leaving the customer unresolved.

V1 Case Analysis

Customer requested modern replacement for old router (serial: 14Y26A0250034); agent suggested LN-1600 without confirming model, warranty, or purchase path. Incorrectly stated LN-1600 supports Wi-Fi 7.

Troubleshooting Steps
  • Attempted to locate serial number in internal system (unsuccessful).
  • Explained legacy devices are end-of-life and no longer sold directly.
  • Recommended LN-1600 mesh system as a replacement with inaccurate Wi-Fi 7 claim.
Key Observations
  • Agent failed to confirm the exact model of the legacy router despite multiple opportunities.
  • Long silences and disorganized explanations reduced call efficiency.
  • Agent stated the LN-1600 supports Wi-Fi 7 — a clear factual error (LN-1600 is Wi-Fi 6).
  • No warranty lookup, case creation, or model verification was performed.
  • Customer expressed urgency and need for plug-and-play solution, which was not adequately addressed.
Positive Highlights
  • Agent maintained a polite and patient tone throughout the call.
  • Correctly explained that legacy routers are no longer sold or supported.
  • Directed customer to retail channels like Amazon and Best Buy for purchasing.
Agent Errors / Gaps
  • Failed to collect definitive product model/serial for lookup.
  • Did not verify warranty status or eligibility.
  • Provided materially incorrect technical specification (Wi-Fi 7 support on LN-1600).
  • Did not provide concrete purchase guidance or next-step instructions.
  • Failed to create or cite a support case.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent recommended LN1600 but did not confirm compatibility with customer's needs, resolve the request for a 'new version' of the old router, or verify a successful path forward.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were taken; agent did not ask about symptoms, usage, or network setup before jumping to a product recommendation.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the old router as end-of-life and suggested a modern replacement (LN1600), aligning with company direction, though failed to assess if mesh was appropriate for the customer’s plug-and-play expectation.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process followed — agent skipped identifying symptoms, root cause, or customer use case, moving directly to a product suggestion.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent attempted to look up the first serial number and acknowledged inability to find the second, showing use of internal lookup tools, though no further diagnostics (e.g., model cross-reference) were pursued.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated the LN1600 supports Wi-Fi 7 — it is a Wi-Fi 6E model — and gave vague, technically inaccurate mesh explanations (e.g., 'parenthood' instead of parent node).
Communication
C1 Not Met Clear & professional language conf 92%
Call lacked structure: no opening frame, poor transitions, long silences, and agent lost control as conversation became disjointed and unfocused.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding or adjust for customer’s frustration and confusion about model replacement.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed ownership by stating 'we don’t have a sales team' and redirected to retailers without taking responsibility for guiding the replacement decision.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up offered — customer left without a clear action plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed; execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Minimal empathy shown — only a brief 'I’m sorry' — with no acknowledgment of customer’s time constraints or frustration.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, scripted tone and did not adapt to customer’s emotional state or pace, leading to disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat questions and was left to self-navigate product selection; agent added no effort-reducing actions.
Call Transcript28 turns · 31 lines
Speaker 1
The links have to support. To ensure quality service your call may be monitored. We realize these products. There are available. Thank you for your device. They support. Thank you for the. Thank you for watching. I'm sorry. Hi my name is Janelle. My husband, my husband has a company and links this little thing and it's completely outdated. I was looking to get a new one. I was wondering if you could help me.
00:00
Speaker 2
[silence].
00:00
Speaker 1
Find out the new model number for the new one and how much they are and what we would need. That's kind of the same, but I just need a new one. I do have the serial number and then if you can't help me, if you could send me to the right Department. And your automated your automated, your automated said, um, a model number, but I have the serial number. Is the model number underneath it? Cuz all the I see is F D C. So basically let me just give you, let's let me just start off by giving you the serial number then or what do you need from me?
01:00
Speaker 2
Oh, okay. Sure. [silence] Alright. Um, well, if you're just asking regarding the, uh, the information of our latest routers, you can actually, um, find it online, but anyway. Hmm. okay. All right, so Which model are you referring to right now?
01:00
Speaker 1
Okay, the serial number is 1-4, Y is in yo-yo, 1-0, J is in Joe. I think it's the zero 250034. And he has a really old one and he said it's not working that great. So I was wondering what's your new version of that so that I could buy that for him? So I'm guessing that's really old by now. Yeah. Do you guys have a new version or do you guys even sell these anymore? I just know my husband has a company and and that's what he needs. He needs whatever this one is. Do you still have the same ones with the bunny ears though or or do they not?
02:00
Speaker 2
Right. I would need the serial number. ok just a moment let me just check this one here yeah actually this is a very old one router um this is actually uh no ma'am we are now focused on the mesh routers i don't know if you're familiar with the mesh routers but um we
02:00
Speaker 1
another one or whatever. Oh. I hate Amazon. Yes please. uh-huh. Uh hold on one second. Uh hold on. Sorry about that. Uh now you can write everything down. And then if you could tell me the difference between the two and why you don't do the old one versus the new one? Uh one moment. Uh links.
03:00
Speaker 2
Uh, right now ma'am, we are not directly selling any products, so most of our devices can be found on online retailers like Amazon, Best Buy. Um, yeah Walmart. Yeah. Okay. So, if you're asking for a suggestion, what would be the best? Um, I would suggest the latest one that was released last year. It's the LN-1600. As for the amount, um, as per, um, uh, alright sure.
03:00
Speaker 1
ok, what's that called? And you said it's called a router? Did- that was a router, right? That- that serial number I gave you was a router. ok. So, you're saying that it's not called a router anymore? Correct. system.
04:00
Speaker 2
Oh, yeah, the L-N-1600. Yeah, that's our router. [silence] Uh-hum. It's still a browser, it's just that, um, it has more advanced, I mean, it has become more advanced and, uh, um, it has become more of like, um, um, like a lot of features were added. You know, so unlike the typical router, which is just like a box, this router consists, I mean, this mesh system consists of multiple, multiple routers interconnected to each other to become one. so technically um this is not the it is not like a typical router that is a box type. This one is like a node or a tower like device. And then um uh what you, I usually do is, i mean what you usually do for the mesh system is that you're going to have a main router, the main one, which will be connected to the parent and then the second one, that depends if your parents are, are good. Actually, but anyway um uh for for the, the child node um they are they can be connected wirelessly or hard wired directly to the main router.
04:00
Speaker 1
And then what what new one do you recommend? Okay. But it's this kind of the same one as the one I gave you.
06:00
Speaker 2
They can be relocated somewhere in your area within 50 feet. And they can provide you like internet. So every time you're going somewhere away from your parenthood, you will still be connected to the strongest Wi-Fi signal. How about the same kind on one end? Yeah. What they can't admit is the LNA 1600. Um as far as I can remember, for the price of this device, it ranges from $350 to 400, I believe.
06:00
Speaker 1
[silence] What does that thing even called? It's called a router, right? That was a router. Okay. Okay. What about this serial number? What do you think of this one? One4Y26 A is in Apple. zero zero, zero zero, zero zero one.
07:00
Speaker 2
it's not kinda the same cuz this one is very, very advanced. uh, it supports Wi-Fi 7. uh, unlike from Wi-Fi 7 when they were, I mean, when you will be, like, I don't know, it's like, yes, those are router. It's just like it's a mesh, it's a mesh router. Yes, sir. Yes, ma'am.
07:00
Speaker 1
I think so, yeah. Yeah, Yeah, W-un four why two six A as an apple 1234567 seven , Z-E-R-O, S, and then a one. Right.
08:00
Speaker 2
I'm sorry, is that a new model? A different model. Okay, uh, can you repeat that one, ma'am? Sorry, ALBUQUERQUE, I'm still learning... I'm So let me just repeat that's 4000 14W26A 701, okay, let me check that on here. Hmm I can seem to find any record of this serial number. Hmm let me check.
08:00
Speaker 1
A is an apple and then seven zeros. And then a one at the end, right? What about um alright I'll just I'll look into it. Is the serial number just as good as the model number? Where's the serial number up?
09:00
Speaker 2
Yes, madam. I understand. Mm-hmm. Yeah, I can't really find anything. Okay. All right, ma'am. No, the serial number can be used for us to check the warranty of the device. Um, you know, if it was spent, but anyway, it's a different one, the model number and the serial number. Um, you can't find a serial number because they are indicated [silence] on a label on the bottom of the device. Um, instructions are plastic. I'm sorry? About one to two months since I purchased from your shop. Schick, I was in the process of using it about a week, and then brackets got replaced, and then my kid dropped it and fell out bracket is broken. Okay. So, uh, show me, show me, please. Please see the arrow of the box.
09:00
Speaker 1
Right, but where is it? Right, but where is it is what I'm asking? Because I have a picture of it. There's the serial number, the MAC address. Is it is it the 6,893,835,726? Okay, and is it is by the FTC number? Yeah? But the serial number identifies the entire product, right? Yeah? But where would the model number be?
10:00
Speaker 2
on the device itself. So you can look. Yeah, you can find it underneath the router. So each router has different, um, uh, different, like, um, yeah, it can be. There's there's like an S slash N. Mhm, that's the that's what I mean, the serial number is. It consists of uh, it's also there, uh, I think it's on the top most sticker.
10:00
Speaker 1
Because I see serial number Mac address then a number, then I see wireless. Is it in the little metal part, not the white part then? Oh, so it's a I don't think it's on the sticker then, right? Yeah. All righty. Thank you. So basically there's not one that that you can recommend to me that's going to be the same?
11:00
Speaker 2
... Located underneath ... It should be like on the top ... But ... It's all ... I mean ... They usually are on the sticker ... But sometimes they ... Some models only provide like numbers ... But anyway, by look ... By searching for the serial number, we can find what ... What device were you looking for? ... So, yeah. All right, ma'am. You're very much welcome. Um, we don't really highly recommend ... I mean ... There are no longer the same
11:00
Speaker 1
The thing is is I know I know a lot of this stuff, but I haven't done it in so long and all I'm trying to do is get the same thing, similar, but the new updated version of this one because my husband's familiar with it. Um he's already used it with your company and I'm trying to figure out what to do. you know I don't want to sit here, I don't, neither of us have time to sit here and and guess, you know, which one to go buy. That's why I called you. I'm like, I just want the same one, but I want the new version, 2020, six. Which one is it? Like, I don't have time to to go to a sales guy and be like, oh, I need this, I need that. I just want to know what the new version is or what I should get. I want something that's similar. Even if it's new and has different things, I just want something that I can grab, plug in and be done. I don't want to deal with anything.
12:00
Speaker 2
Mm-hmm. It would be... Yes, yeah. Mm-hmm. Mm-hmm. No version. No version. Yeah. Mm-hmm. I understand that.
12:00
Speaker 1
so who can help me with that? just like I don't have time to sit here and search for one. What? No, I know, but you shouldn't I would think that you guys know your product though at the same time, you know? Wait, what is this? Oh. Is this one? Oh, okay. Yeah. Yeah.
13:00
Speaker 2
Um, we don't have sales team, ma'am. So technically we we don't have sales team, we only have technical support team. So yeah. 'Cause we really don't suggest those devices anymore, because they have been phased out and they're already part of the end of support products. That's why we are um suggesting recommending those mesh routers that are the newly released devices which are more advanced than the those old models. Hmm, that's what I can recommend you, ma'am, the, uh, LN 1600.
13:00
Speaker 1
LN 1600, okay. And that's, in your opinion, that's similar to what I have? and is it, is it, is it easy to plug in and everything?
15:00
Speaker 2
This is actually, um, they're, they're, They're, like, they're just same. It's, all, I mean, yes, ma'am, it can easily be, um, configured. And you can even add those nodes using the pair button. So each of the nodes has a pair button. So you can easily add it. Well, you can always give us a call in case that you're having trouble setting it up. But there's always, you know, there's a guide there you can follow. That is so easy. [silence] So, and also, uh, aesthetically, it's, Um, it's it's a small device, so you can just place it anywhere and without consuming so much space. And it's hmm static, Alicia mama, uhgh statically
15:00