V2 Rubric Detail — da2d0ed2-81bb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 08:45
Duration
5m 50s
Contact
William
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137079
Support Country
Hong Kong
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (C)

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 troubleshoot, provided factually incorrect guidance ('use the back of the computer'), dismissed the customer who was onsite at a support center, and offered no resolution path or escalation. This meets the Discourtesy (C) auto-zero criterion due to dismissive behavior, lack of professional obligation to assist, and materially incorrect technical instructions. The call remains unresolved with no meaningful progress.

V1 Case Analysis

Customer reports one MX2002 mesh unit shows no LED or Wi-Fi signal. Agent provided irrelevant troubleshooting (checking IP via laptop) and no hardware fault resolution steps. No serial number or warranty verification performed. Issue remains unresolved; recommend power cycling, factory reset, and warranty evaluation if unresolved.

Troubleshooting Steps
  • Confirmed model number (MX2002)
  • Suggested using a laptop to check for IP address detection (irrelevant for dead hardware)
  • Mentioned checking if computer lost IP (technically inaccurate)
Key Observations
  • Agent failed to collect serial number or verify warranty status despite relevance to hardware fault
  • Provided irrelevant and technically inaccurate advice (checking IP to diagnose dead hardware with no power LED)
  • No systematic hardware troubleshooting performed (no power cycle, reset, or LED verification)
  • Call ended without clear resolution path, escalation, or follow-up plan
  • Incoherent instruction given: 'use the back of the computer' has no technical meaning
Positive Highlights
  • Maintained a polite tone throughout the call
  • Confirmed the product model (MX2002) based on customer input
Agent Errors / Gaps
  • Failed to collect serial number and verify warranty status, critical for hardware fault resolution
  • Did not perform basic hardware fault troubleshooting (power cycle, reset, power supply check, LED diagnostics)
  • Provided factually incorrect technical advice: checking IP on a laptop cannot diagnose a router with no power LED
  • Gave incoherent instruction ('use the back of the computer') with no technical basis
  • Did not guide customer to access web UI (http://192.168.1.1 or http://myrouter.local) or perform firmware checks
  • Failed to offer valid next steps such as factory reset, RMA, or return to point of purchase

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the issue; told the customer they must go home to troubleshoot and could not inspect the router.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic questions or step-by-step troubleshooting were performed; agent only suggested 'use your laptop to see if the IP address is detected' without instructions.
R3 Not Met Correct resolution path conf 95%
Agent did not determine warranty status, did not choose a proper resolution path, and offered no actionable plan.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify specific symptoms beyond 'no signal' and asked no diagnostic questions to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., router admin UI, remote session, ping test) were used despite the issue requiring them; agent omitted the required local web interface (192.168.1.1/myrouter.local) troubleshooting step.
T3 Not Met No misinformation conf 96%
Provided materially incorrect instruction ('use the back of the computer') with no basis in KB documentation.
Communication
C1 Not Met Clear & professional language conf 97%
Agent never set expectations, gave no clear agenda, and let the conversation drift without control (e.g., 'It's an exchange center. They don't do this service.').
C2 Not Met Confirmed understanding conf 96%
Used confusing, inaccurate language ('two tables', 'back of the computer') and did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately deferred responsibility ('you have to go home') and did not take ownership of the support process.
O2 Not Met Proactive follow-through conf 96%
Provided no concrete next steps or realistic timeline; only suggested 'call the English line tomorrow' with no ownership or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent had no resolution path and could not assist, yet failed to escalate to a team that might — a warranted escalation was omitted (customer was onsite at support center with unresolved issue).
E2 Not Met Escalation prep & handoff conf 95%
No escalation was performed, so execution details (team, reason, customer notification) were absent.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of the customer's frustration; responses were dismissive ('It's an exchange center. They don't do this service').
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone, pace, or communication style despite customer's visible confusion and logistical concerns about time and access.
X3 Not Met Overall experience conf 96%
Customer was forced to travel home, repeat setup, and recontact support — creating entirely avoidable effort with no efficiency measures.
Call Transcript27 turns · 35 lines
Speaker 2
Welcome to Linksys Support. To assure quality service,
00:00
Speaker 1
是,先生你好,我姓李 我本身有個LynxSys的router有些問題 我就拿上來這個創記一期那邊 他就叫我打這個Hotline 我現在就剛剛在Center裏面 其實現在怎樣去處理那個router的問題呢?
00:50
Speaker 2
咩營舊波塔呀?MX2002兩代呀?
01:10
Speaker 1
這個 S-LAS 6MX-2002-AH 對,AH,然後Wi-Fi 6 AX-3000 Max 其中一個是不可行的
01:12
Speaker 2
咩問題呢而家係?
01:32
Speaker 1
因為我剛剛放在這裡,差不多接近三年 因為我剛好過了半屋才拿過來 才想着维修或者去检查什么问题 这个是2023年7月20日
01:37
Speaker 2
係,幾時買㗎? I don't know what it is. I can't find it on the internet.
01:54
Speaker 1
在有货在卖的
02:00
Speaker 2
It doesn't have a name.
02:08
Speaker 1
没有讯号 它有两个什么的 它有两座的
02:09
Speaker 2
Two tables.
02:19
Speaker 1
其中一个不合适
02:21
Speaker 2
It doesn't have a light.
02:23
Speaker 1
没有讯号 简单说没有灯
02:26
Speaker 2
Maybe we need to use a computer to connect it.
02:38
Speaker 1
上來中心,反而叫我打電話,我打算在這裡擺放給他們做個檢測 因為我之前打了他們,今早打了他們一個電話 我打算上來這裡做個檢測,問什麼問題,再進一步看看怎樣處理 那我現在怎樣處理呢?可以
02:46
Speaker 2
It's a exchange center. They don't do this service. If you have a problem, call us. We will help you check. If you need to go to the router, you need to use the back of the computer.
03:06
Speaker 1
是,但其實你們沒有一個地方可以拿出來擺放給你們
03:24
Speaker 2
Use your laptop to see if the IP address is detected. See if the computer has lost its IP. If not, it's a problem.
03:29
Speaker 1
或者可以自己做一個嗎?
03:44
Speaker 2
There's no need for this kind of place.
03:48
Speaker 1
這樣,因為本身要回家才能做到
03:48
Speaker 2
Yes, I can't do it there.
04:03
Speaker 1
或者他這裡會不會有機會協助到? 我叫這邊的同事,就不關事了 OK,這樣,這樣,因為我本身這個是,因為我又減了時間,我問,那7月20號到期,或者我回到家,你今天是不是收9點,哦,如果中文呢,哦,5點收,哦,或者明天,明天來到正常都是9至5,哦,明天你不辦公的,哦,OK,OK,或者你媽媽都做record,行不行,
04:04
Speaker 2
Or you can try to call the English line tomorrow or go to our official website to ask them. Ask them to help you with the troubleshooting. Or you can ask our official website for the files tomorrow or the day after. The English line is at 9 o'clock. The Chinese line is closed at 5 o'clock. I can't remember. Yes, yes, yes.
04:14
Speaker 1
OK,最遲20號,星期日都OK的,OK,好啦,OK,好,謝謝,好,拜拜
05:36
Speaker 2
Okay, okay. Okay, okay. Bye-bye.
05:41