V2 Rubric Detail — d95010ac-6b2e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 16:00
Duration
22m 38s
Contact
Narma T
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133919
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.8% (-11.2)

V2 Grader Summary

The agent failed to resolve the issue or advance troubleshooting meaningfully. While some basic questions were asked, the lack of tool use, poor communication, and premature referral to the ISP without verification resulted in an unresolved case with no ownership demonstrated.

V1 Case Analysis

Customer reported Linksys router blinking red with no internet. Agent power-cycled modem/router but provided incorrect model reference ('SPN MX 56'), omitted WAN status validation via web UI, and advised ISP contact without resolution. Issue unresolved.

Troubleshooting Steps
  • Power-cycled Adtran modem and Linksys router
  • Confirmed physical WAN cable connection
  • Asked about reset button usage
Key Observations
  • Agent referenced non-existent 'SPN MX 56' model at [20:00], contradicting KB product listings.
  • No attempt to access router web UI (http://myrouter.local or http://192.168.1.1) to verify WAN status, a fundamental diagnostic step per KB.
  • Failed to collect router model or serial number, violating core support protocol for product-specific troubleshooting.
  • Communication was fragmented with repetitive requests for email and no clear call control or summary of next steps.
Positive Highlights
  • Initiated appropriate power-cycling of modem and router as first-step troubleshooting.
  • Correctly identified that a solid/blinking red LED indicates WAN connectivity failure per KB guidance.
  • Confirmed physical WAN cable was connected to the correct port on the router.
Agent Errors / Gaps
  • Provided materially incorrect technical information by referencing a non-existent 'SPN MX 56' model.
  • Failed to collect essential device information (model, serial number), a critical protocol violation.
  • Omitted required WAN status validation via router web UI, skipping a KB-mandated diagnostic step.
  • Ended call abruptly without summarizing next steps or confirming customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the issue was with the ISP and directed the customer to contact them without resolving the router issue or confirming the problem via direct testing.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about power cycling, cable connections, and reset button use, but did not perform key diagnostics like testing the modem directly or checking WAN IP status.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified that a solid red light suggests no internet from upstream and advised contacting the ISP, which is a reasonable path, but did not verify modem functionality first or attempt local diagnostics.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the blinking red light as a symptom and asked relevant questions about cable placement and reset attempts, but failed to logically sequence further diagnostics like direct modem test or IP verification.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as the router’s web interface (http://myrouter.info for SPNM models), remote session, or direct speed test — all appropriate for confirming WAN status and ruling out router-side issues.
T3 Partially Met No misinformation conf 80%
Agent correctly stated that a solid red light indicates no internet detection from the source, but did not explain how to confirm this via the web UI or differentiate between blinking and solid red states clearly.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lacked structure, had multiple long silences, repeatedly asked for email/name without clear purpose, and failed to set expectations or maintain control of the call flow.
C2 Not Met Confirmed understanding conf 95%
Agent mis-spelled the customer's email aloud incorrectly and did not confirm understanding; used unclear phrasing like 'main tower' instead of 'router' or 'node', increasing confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — immediately redirected to ISP without exhausting support options or offering follow-up assistance for the Linksys device.
O2 Not Met Proactive follow-through conf 90%
No specific next steps were given beyond 'contact your ISP'; no timeline, callback, or self-help resources were provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation was performed, and given the incomplete troubleshooting, an escalation to higher support was not yet warranted.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed minimal empathy — only a brief apology at the end, with no acknowledgment of customer frustration or effort during the call.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s confusion, repeated unclear instructions, and failed to rephrase or simplify when the customer struggled to understand.
X3 Not Met Overall experience conf 95%
Customer had to repeat device count, email, and connection details multiple times; agent did not consolidate information or reduce redundancy.
Call Transcript30 turns · 35 lines
Speaker 1
Hi, my home fiber network isn't working properly. Is there a way to check what's happening? Yeah. Uh, sorry? Yeah. So, uh, home um our web, we have links to this Wi-Fi, uh network. Fiber. It's not working from the one. Is there a way to check what happened?
00:00
Speaker 2
Welcome to links support. To assure quality service, your call may be monitored. Please remain on the line for assistance. thank you for calling links. My name is Gerald. Wait. Uh, wait, hold on. Let me fix my is it over here? I cannot hear you. Okay. What? One more time? Give me give me your serial number and model number. Yeah, no problem. [KEEP_UNCERTAIN] Can I ask for your first name and last name? That's okay. I just need it for documentation. You can give your first name and last name. I, oh, how do you spell that? Mm-hmm. And what about your last name? D you said? D, that's it?
00:00
Speaker 1
just noted honesty. Sorry, are you with the it's connected to the Wi-Fi or you want my email? Yeah, no problem. I can give you my email T for the F for H for a house, then again. th uh532 uh at gmail.com
03:00
Speaker 2
SURE. Oh, second. is your email address, okay, to ask her now? just say your email address. is that okay to ask her no? What is it? [silence] I'm not really sure if I got a correct.
03:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah, yeah, yeah, yeah, yeah, yeah, correct. Yeah, so many different. The main fiber router, you mean the, not, not the extension ones, we have multiplicity extensions at the home. So the main one that with the fiber optics connection, it's, it's, it's green, all the three lights are green. I mean, lime green. Yeah.
04:00
Speaker 2
is N, E as in Peter, R as in Robert, A as in apple s as in Samuel a as in alpha T as in Tango, another T as in Tango H as in Hotel T another T I as in India, A as in alpha G as in George, A as in alpha, this is wrong, at gmail.com, right? All right. Your internet provider name. That's Community Fiber, right? What's the light of the router?
04:00
Speaker 1
The extension from the Wi-Fi router is red. Yeah, the tower, it's red. It's red. Yeah, it's always red. Uh, when, when, if I restart it, it blinks red. I mean, it's like, one second, let me, uh, yeah, it's blinking, it's blinking blinking.
05:00
Speaker 2
Yeah, what about the... Wait wait, hold on. So the main tower, that's, solid blue at the top, right? There's a light indicator at the top. What is it? I mean, on the top. That's red? Solid red or blinking red? Sorry, is it, is it a stable red or blinking red? It's blinking red. Okay.
05:00
Speaker 1
[mumbles] Usually if it was turned off or on, we'd turn off the main tower for a few seconds and I mean from the plug, turn off the switch and then back on. Usually if it doesn't work, that's what we do.
06:00
Speaker 2
What troubleshooting have you done so far prior to calling?
06:00
Speaker 1
do? I tried turning off the main um the fiber optics connection uh small tower, I mean, the box, the power supply of that. I tried resetting, then like turned off for a few seconds and seconds and turned back on. and that's all I've done. yeah yeah, the small box yeah, yeah, yeah yeah, it does green three green lights on it yeah, yeah yeah
07:00
Speaker 2
Okay. So, let's check the the physical connection first. You have a device from Community Fiber, right? Is it the optical network terminal? Yeah, that is working, correct? Okay. And your Linksys tower, the first tower is connected to that, correct? And that's blinking red. Did you did you unplug the cable connected to the internet?
07:00
Speaker 1
Yeah, I tried that also. Yeah. Internally, yeah, yeah. The cable is plugged into the, yeah, yeah, it's plugged into the internet, not to the LAN. At the bottom of the router, tower. I haven't tried that. Should I try that maybe? Like, should I hold the reset for something? No, I didn't try anything. No, I didn't click the reset at all. [ silence ]
08:00
Speaker 2
that internet port of that router, or you did not, you did. At the back of your main tower there are ports. One of the ports is labeled internet. So where is the cable plug in to the internet you're saying? Okay. Hm. Did you press the reset button? If you did, how long you held the reset button? yeah, no, I'm just asking.
08:00
Speaker 1
[KEEP_UNCERTAIN] It's four. Like, one that's connected to the main tower? I mean, I think three. I'm not sure I need to check in other rooms. I think three. Maximum it would be four. Including the main tower, I mean. [silence] You're more than correct. [silence] [silence] One, two. financial-
09:00
Speaker 2
how many lynksis power do you have total? four? [silence] are [silence] [silence] can you give me the model number of your modem
09:00
Speaker 1
Can you see the no no. Will it be on the back there or. And the tower or the the com here paper modem. I'm trying, Attran or something. There's nothing else, actually. Just says Attran. Do you need a model number or a serial number? It just says Attran. That's it, there's nothing else, the note.
10:00
Speaker 2
what's the model? What's the name again? the modem Community Fiber modem yeah I've turned continue yeah I need no not the serial number just the model number I just need to know what it what it looks like because I don't I don't know Kind of device [silence] uh there's there's a lot of I didn't how about this describe it to me so is it um white? hmm white okay and how many ports does it have? uh no at the back of the uh three three ports what are those thoughts? um okay. um cable. and and G uh and what what about the the last one you said you got three? uh optical. hmm where is the distance router connected to is it to the 10 G port or now?
10:00
Speaker 1
The 10 gauge,
12:00
Speaker 2
Well, it's stable right now. OK, then, I guess it's good now. I was actually thinking that it's not detecting the cables since it's blinking red. How about you turn off the Adtran and turn off your Linksys?
12:00
Speaker 1
Okay, yeah, okay. But the optical light is blinking. Is that fine? Or I mean in that one? Okay I'll try just a second. Wait for a minute or two, hmm. Okay. For you and Jeremy. Oh, I'm sorry. Sorry that I didn't acknowledge it. That video went silent. I think I messed up. I'll go to it.
13:00
Speaker 2
plug back in the ad trans. Wait one minute before you turn on the Linksys router. OK? Yeah, that's fine. that's fine. yeah that's fine. for now. yes, wait for one minute.
13:00
Speaker 1
Moi la ou la moi
14:00
Speaker 2
Oh, just one minute. You can turn on the link, sis. We're out there now. What's the light of the Linksys router now? Okay, it's restarting now. We will wait three minutes. I will set the timer now. hello sorry trying to fix my input right here what do you say? signal red again okay let's wait for another two more minutes if that's it work [silence]
16:00
Speaker 1
[KEEP_UNCERTAIN] It's still... Yeah. I haven't checked with him. I think my friend he might have spoken to him. I need to check with him again. But it says everything was green here, so I thought I'd call on you guys. [silence] It's still... Yeah. I haven't checked with him. I think my friend he might have spoken to him. I need to check with him again. But it says everything was green here, so I thought I'd call on you guys.
20:00
Speaker 2
still great. Oh Kate. Did you try calling your inter provider? What did you say and if you did? [silence] Right. So this model number SPN and MX 56 from community firebird.
20:00
Speaker 1
okay yeah okay yeah I'm really tired
21:00
Speaker 2
the problem of this has autodetect to internet so if the modem is online then you're this should be solid blue or ever it's it's red right now it's solid red so that means it's not detecting internet from the internet source which is the adren or let me make sure because I think if the the problem is sold red you'll have to contact your internet provider but I'll double check that right here okay one sec thank you all right regarding this case you need to
21:00
Speaker 1
Uh up. Yeah, uh. No, okay, I'll speak to him. I'll tell him. Okay. Yeah, okay. Okay. Thank you. Thank you. Yeah. And everything's fine. Thanks. Bye bye
22:00
Speaker 2
you need to contact your internet internet provider so that they can check what's going on with the adtran modem, okay? But if you need assistance with your linksys router, set configure settings, adding another tower, we can help with that. Regarding internet, you have to check the internet from the internet sources, okay? Thank you so much for understanding. You have other questions? All right, take care. Bye-bye. [silence]
22:00