V2 Rubric Detail — d7cb4650-5f19-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 07:00
Duration
6m 44s
Contact
Singh Maheshh
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00131991
Support Country
Hong Kong
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: FGW5500_No internet.
⚠ Auto-Zero applied: B — Avoidance/Evasion: The agent avoided addressing the core technical issue (Wi-Fi outage), dismissed it as a payment problem outside their scope without validating that claim, and failed to perform even basic troubleshooting or escalation, constituting evasion of support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent completely failed to address the reported Wi-Fi outage, avoided technical troubleshooting, and incorrectly attributed the issue to a payment/SIM problem without evidence. No resolution path was provided, and the customer was left with no help despite clear distress. This constitutes avoidance/evasion, triggering an auto-zero under the rubric.

V1 Case Analysis

Customer requested a QR code to pay a late bill. Agent confirmed router model (FGW5500) and serial number but provided no billing assistance or escalation path. Call ended without resolution.

Troubleshooting Steps
  • Collected router model (FGW5500)
  • Collected serial number (56G10222D00499)
  • Attempted to capture customer email address
  • Asked about SIM card presence and ISP
Key Observations
  • Customer explicitly requested a QR code for payment at [06:19], indicating a clear billing issue.
  • Agent incorrectly asked about a SIM card on a non-cellular router (FGW5500) at [05:38] and [05:48], which is not supported per the KB.
  • Excessive time spent on email spelling from [02:53] to [05:16] without confirming accuracy.
  • No escalation, referral, or self-help path offered for the billing issue.
  • Serial number was clearly stated by the customer at [01:32] as 'five six G one zero two two two D zero zero four nine nine' — normalized to 56G10222D00499.
Positive Highlights
  • Successfully captured the router model and serial number.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Asked about a SIM card on a non-cellular Linksys router (FGW5500), which is not supported and contradicts the KB [05:38].
  • Failed to escalate or refer the customer to the correct department for a billing inquiry [06:19].
  • Spent excessive time on email spelling without confirming the final address [02:53–05:16].
  • Did not confirm or cite a HappyFox case number, violating case management protocol.
  • Misidentified the customer's issue as a router connectivity problem when it was clearly a billing request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not resolve the Wi-Fi outage; the call ended without any solution or path forward for the customer's primary issue.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — the agent skipped basic steps like checking router lights, rebooting, or verifying internet connectivity and instead focused on irrelevant details like SIM cards and email spelling.
R3 Not Met Correct resolution path conf 95%
The agent failed to determine product status or support path, dismissed the issue as payment-related without evidence, and did not offer even best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
The agent did not identify specific symptoms (e.g., LED status), ask relevant diagnostic questions about network behavior, or attempt to isolate a root cause for the Wi-Fi failure.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote diagnostics, status checks, logs) were used despite being necessary; the agent relied solely on customer description and never accessed device data.
T3 Not Met No misinformation conf 95%
No technically accurate guidance was provided; the agent incorrectly assumed the issue was with a SIM card and payment, which is outside Linksys’s scope and unrelated to router functionality.
Communication
C1 Not Met Clear & professional language conf 93%
The agent lost control of the call by repeatedly asking for email spelling without progressing toward resolution, creating a disjointed and unstructured interaction.
C2 Not Met Confirmed understanding conf 91%
The agent failed to adapt communication — continued phonetic spelling despite customer frustration and did not simplify or confirm understanding effectively.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
The agent did not take ownership of the technical issue, offered no assistance, and effectively abandoned the case without attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up actions were established; the call concluded with no plan for resolving the Wi-Fi problem.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
The agent chose not to escalate despite lacking troubleshooting progress; given the unresolved state and customer distress, escalation was warranted.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, and the customer was not informed of any handoff, reason, or timeline — critical details were missing.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
The agent showed no empathy for the customer’s frustration over Wi-Fi loss and payment concerns; interactions remained transactional and dismissive.
X2 Not Met Tone & rapport conf 91%
The agent did not adjust tone or pace to match customer stress; repeated email spelling created disengagement rather than maintaining connection.
X3 Not Met Overall experience conf 97%
The customer was forced to repeat email information excessively and received no actionable help, significantly increasing effort with no return.
Call Transcript32 turns · 47 lines
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored.
00:00
Speaker 1
hi my doctor Wi-Fi is not working like it stopped all of sudden yes yes
00:03
Speaker 2
To continue in English, press 1 now. Putonghua, qing'an'an. Hi, thank you for calling, sis. My name is Raquel. How may I assist you today? Okay, just to make sure your router is not working with the internet, right? Is this correct? Understood. For me to address properly your Linksys router's concern, may I have its serial number found at the bottom?
00:05
Speaker 1
second serial number right is it because so is it the one that with the FGW model
00:32
Speaker 2
Yes. Okay, may I have the model number as well, please?
00:45
Speaker 1
number right you talk about the model number FGW five five zero zero okay of
01:03
Speaker 2
Alright, thank you. And may I have also its serial number? It's labeled there as slash n.
01:17
Speaker 1
expression right five six G one zero two two two D zero zero four nine nine no so
01:32
Speaker 2
Yes. Alright, let me make sure I got it correctly. So it's 56G4Gulf1022B4Boy00499.
01:34
Speaker 1
I will repeat it again five six G for girls
01:58
Speaker 2
Okay.
02:00
Speaker 1
one zero people to D for dog zero zero four nine nine yeah I think so
02:02
Speaker 2
Alright, thank you. Let me check here your router's serial number. And is this your first time calling Linksys?
02:15
Speaker 1
it's Mahesh thing I'm a H E S H S I N G H is it correct
02:32
Speaker 2
Okay, let me create a record here. May I have your first name and last name? Can you spell that for me? Mm-hmm. Alright.
02:33
Speaker 1
S I N G H H E S H H triple three and gmail.com do can you can you see my
02:53
Speaker 2
Yes, and may I have your email address? Alright, let me make sure I got it correctly, your email address. I'll spell it out. So that's S for Sweden, I for India, N for Nancy, G for girl, H for hotel, M for Mary, A for apple, H for hotel, H for apple, H for hotel again, and another H and a triple three at gmail.com. Is that right?
02:56
Speaker 1
email in the screen already do you see it okay so I'll repeat it it's a S I N G H M A H E S H H triple three at gmail.com so it's a N N no N yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes yes
03:42
Speaker 2
Yes. Hopefully there's no record with the email, but you can spell it out again in Phonetics, your email, if I didn't get it correctly. Mm-hmm. Alright, I just wanted to make sure I'll spell it again with Phonetics. So S for Sweden, I for India, and next for I, is it M for Mary or N for Norway? After the letter I. M for Mary, right? N for Norway. Alright, and then letter G for girl, and then letter H. For Harry.
03:45
Speaker 1
Yes, yes, yes, yes, yes, there is a double H right before 3333, okay, red color, red
04:48
Speaker 2
And then M for Mary, again. And then A for alpha, H for Harry, E for echo, S for Sweden, H for Henry, and another H for Henry. I'm sorry, triple three, number three, right? After the letter H for, and then at gmail.com. Yes. Alright, thank you. And for a moment, let me create a record here. And going back to your concern with your Linksys router, may I know what are the color lights showing in front of it right now?
04:48
Speaker 1
color.
05:37
Speaker 2
And just to verify, you have a SIM inserted on this router, right? A SIM card?
05:38
Speaker 1
Sorry?
05:46
Speaker 2
A SIM card?
05:48
Speaker 1
Yeah, there's a SIM card, yes, service provider, I have to take out the SIM card.
05:49
Speaker 2
May I know who's the internet service provider of your SIM card? The name of the company? Yes, the courier, the courier name of the SIM card. Okay, regarding with the payment, we're actually not the one who's handling it.
05:51
Speaker 1
I think it's just about the payment issue, the payment was late, can I just pay the payment, can you send me an QR code so I can go and pay the payment?
06:19
Speaker 2
We are actually supporting technically the router, the device itself.
06:33
Speaker 1
Thank you.
06:38
Speaker 2
Yes.
06:38
Speaker 1
Thank you.
06:39