V2 Rubric Detail — d7920f78-6a60-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:25
Duration
6m 17s
Contact
Kapil Bk
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
—
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall44.2% (-25.8)

V2 Grader Summary

The agent correctly identified the ISP and provided contact information but failed to perform basic diagnostics to confirm whether the issue was truly billing-related or a router-side problem. While technically accurate about billing limitations, the lack of troubleshooting and minimal customer adaptation resulted in an unresolved case with suboptimal experience.

V1 Case Analysis

Customer reported no internet (red LED) on SPNM60. Agent confirmed router is provisioned by Community Fiber and provided ISP support number (0800 082-0770). No router troubleshooting performed.

Troubleshooting Steps
  • Requested router model number
  • Requested router serial number
  • Identified router as provisioned by Community Fiber
  • Provided ISP support contact information
Key Observations
  • Agent correctly identified the SPNM60 as ISP-provisioned, aligning with KB guidance for SPNM series devices managed by ISPs.
  • Provided the accurate Community Fiber support number (0800 082-0770), demonstrating correct KB adherence for ISP-related issues.
  • No router-level troubleshooting (e.g., power cycle, WAN LED check) was performed, which is acceptable given the ISP-provisioned context but missed an opportunity for basic validation.
  • Agent failed to acknowledge customer frustration or provide empathetic communication, impacting customer experience despite technically correct handling.
Positive Highlights
  • Successfully extracted and verified the router model (SPNM60) and serial number (59N10M2BD13210) despite initial customer confusion.
  • Correctly identified that the SPNM60 is ISP-provisioned and that billing/account issues must be handled by Community Fiber.
  • Provided the accurate Community Fiber support phone number (0800 082-0770) without error, adhering to KB guidance.
  • Maintained call control and did not provide incorrect technical advice, respecting support boundaries for ISP-managed devices.
Agent Errors / Gaps
  • Did not perform basic router troubleshooting (e.g., power cycle, WAN LED check) before redirecting to ISP, though not strictly required for ISP-provisioned devices.
  • Failed to acknowledge customer frustration or provide empathetic reassurance during the call.
  • Communication was terse and lacked clarity (e.g., abrupt requests for model/serial numbers, no summary of next steps).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has no internet; agent only provided ISP contact without resolving connectivity or confirming root cause.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps performed (e.g., checking WAN status, power cycling, accessing router UI) before redirecting to ISP.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the router was ISP-provisioned and that billing concerns are outside Linksys scope, but failed to first confirm if the issue was truly billing-related via basic diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No targeted questions about red LED behavior, recent changes, or network setup; skipped logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 85%
Did not use router admin interface or remote tools to verify WAN connection status despite clear symptom (red LED).
T3 Met No misinformation conf 90%
Agent accurately stated that Linksys cannot access billing information and correctly identified Community Fiber as ISP based on serial number.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control by redirecting focus to model/serial number, but failed to frame interaction or manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 75%
Agent provided clear information (ISP number), but did not adapt pace or confirm understanding during serial number exchange, contributing to confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took initial ownership by requesting model/serial, but relinquished it prematurely by not ruling out router-side issues before deferring to ISP.
O2 Met Proactive follow-through conf 90%
Provided specific next step: call Community Fiber at 0800 082 0770 for billing inquiry.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Correctly determined no internal escalation needed, as issue was billing-related and outside Linksys support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was factual and not overtly dismissive, but showed minimal empathy for customer's urgency or confusion.
X2 Partially Met Tone & rapport conf 75%
Agent adjusted slightly by slowing down during number readout, but overall pace and tone remained rigid during customer’s visible distress.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by providing the ISP number directly, but increased effort by repeatedly asking for serial without confirming receipt.
Call Transcript12 turns · 13 lines
Speaker 1
hello [silence] hello sir hello hello hello actually uh uh our home in uh usw84840 there is no internet so Linksys right [silence] yeah yeah yeah can you check it please uh [silence] SW8 4 4 0 4
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Does your caller ID link shows my name Mr. Gerald you wanna help? Yes. Link is correct. What is it to the serial number and what is the model number of your link service router? Okay. For eight z you said? All right. Checking. Uh-huh. Okay. Uh-huh. Um... is this the model number? That looks like a Linksys router. No. No, I'm asking for the model number and the serial number of your Linksys router. You are calling Linksys tech support. I am a technician. I can assist with Linksys router. So I'm asking for the model number and the serial number of your Linksys router.
00:00
Speaker 1
you know there is a red single, in the router there is a red single, means there is no internet. Oh, Model Number, One minute, I'm gonna say your Model Number, uh, SPN SPN MXF 56. uh probably yeah, AMX. Five six. Five six. Uh one minute serial number. What is the serial number? series 59 N 1 0 M 2 A D 1 3 2 1 0. uh yeah n n n n n n u i i i will uh say now again 59 N 8 5 6 3 1 1 5 3 1 5 3 [silence] uh
02:00
Speaker 2
I'm not sure what that means, but- [silence] Just give me the serial number and model number. [silence] Just give me the serial number and model number. [silence] you're going a bit too fast. [silence] It's S. P.S. [silence] And, [silence] okay? [silence] What is the serial number? [silence] Sorry. [silence] So 5M, [silence] or [silence] what does it mean? [silence] Sorry. [silence] [silence] Oh. [silence]
02:00
Speaker 1
559 N 10 M 2 B D 1 3 2 10. Clear? Um, you know, I I I I'm just confirming, you know, my uh this this Linksys account in my, you know, roommate uh you know name, so she was not here here today. So, I am just confirm, is she not paying the money or that's why uh Linksys uh stop the internet or what, I I just want to confirm. Yeah, yeah, yeah, uh, yeah. Okay.
03:00
Speaker 2
and what's happening? second. checking one second. Oh, I see. If you just want to confirm is paying the bill for the internet unfortunately this is not the right number that you should be calling because we are tech support of Linquest I think you need to call your internet provider. [silence]
03:00
Speaker 1
Really. But but can you take it what what you can see you can see also you know your system so what what's that what's what's what's going on here? Right. So did you find any any any any result uh something happened or technical issue? Yes. Uh huh Community Fiber right? So can you can you tell me the number of that? I don't know number. Can you tell me?
04:00
Speaker 2
We are not the internet provider. If you want to confirm the bill. Yes, we are not the internet provider. Correct. I mean, we cannot see it right here. We don't have access to that. Unless we do the troubleshooting, we might be able to figure out what to do with this router. However, again, if if it's billing concern, you need to call community fiber because based on the serial number, it's that your your router is from community fiber. You have to call them if it's a billing concern. Community fiber. Uh Let me look it up for you. One sec.
04:00
Speaker 1
Can you do it, please? I'll write it.
05:00
Speaker 2
I'll do it. All right. Check that for you. One second. All right. So, you ready? I'm going to give you the the number of Q defenses. All right. So, that is 0800 082 Yes. And then followed by 082 0770.
05:00
Speaker 1
10, 11 okay.
06:00
Speaker 2
Correct, that's correct, yeah. You can call them regarding your billing and say ... well done. Okay
06:00