Call Detail: de6bb234-7368-11f1-b

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Call Start

2026-06-29 03:16

Duration

7m 41s

Contact

+85262306253

Issue Type

WiFi Connectivity

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

—

HappyFox Case

—

Support Country

Hong Kong

Product Family

OTHERS

CSAT

—

Sentiment Trajectory

—

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication3.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.6/5

V2 Rubric Scores

Resolution0.00/5

Technical0.94/5

Communication0.00/5

Ownership0.71/5

Escalation0.00/5

Customer Exp1.07/5

Overall8.0% (-44.0)

V2 Grader Summary

The agent failed to resolve the issue or provide a repair path despite the customer's explicit request. Technical accuracy was minimal, only correctly identifying the meaning of the blue LED, while failing to perform any logical diagnostics or use available tools. The call ended without a resolution or a concrete follow-up plan.

V1 Case Analysis

Customer reports node shows white light initially, then turns blue after being moved away; device appears to lose connectivity and the customer wants repair. Agent advised to place node next to main unit and monitor, but no repair or case was opened.

Troubleshooting Steps

Verified prior call reference number.
Asked about LED colors and current status.
Explained meaning of solid blue LED.
Advised to place node next to main unit and monitor LED changes.

Key Observations

Agent did not collect essential device information (model, serial, warranty).
Troubleshooting was limited to a single suggestion without verification or escalation.
Communication was repetitive and lacked empathy, though instructions were understandable.

Positive Highlights

Correctly identified LED colors and their meanings.
Maintained call control and did not abandon the customer.

Agent Errors / Gaps

Missing product model and serial number collection.
No warranty status check or eligibility discussion.
No case/ticket creation or repair process initiated despite customer request.
Provided only a vague placement suggestion without confirming outcome.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Call ends with 'OK OK 拜拜' — no resolution, repair, or confirmed outcome provided despite customer requesting repair.

R2 Not Met Diagnostic thoroughness conf 97%

No troubleshooting steps were conducted; agent did not guide customer through diagnostics despite repeated reports of unstable node behavior.

R3 Not Met Correct resolution path conf 96%

Agent failed to determine warranty status or offer RMA/repair path, even after customer explicitly requested to take device in for servicing.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

Agent failed to apply a logical diagnostic process; they did not probe the root cause of the node dropping from white (connected) to blue (ready to pair) and offered no targeted questions.

T2 Not Met Appropriate tools / resources used conf 93%

Agent did not use any appropriate tools or resources (Web UI, remote session, or logs) to diagnose the node's instability, despite the symptom being observable in the app/UI.

T3 Partially Met No misinformation conf 90%

The agent's claim that a blue light indicates the node is ready to be joined ('藍燈代表是可以加入的') is technically accurate per universal_mesh_node_management.md, but no other technical guidance was provided.

Communication

C1 Not Met Clear & professional language conf 92%

Agent lacked call control — repeated '放在旁邊' without structure, failed to set expectations or manage transitions.

C2 Not Met Confirmed understanding conf 91%

Agent used repetitive, scripted language without adapting to customer’s confusion or checking comprehension.

Customer Ownership

O1 Not Met Ownership & empathy conf 94%

Agent transferred responsibility to customer ('觀察一下') and did not own case — no follow-up initiated or commitment made.

O2 Partially Met Proactive follow-through conf 86%

Vague next step given: '觀察一兩天' — lacks owner, timeline, or action plan, but some direction was provided.

O3 Not Met Closure confirmation conf 93%

Agent asked for phone number but did not reference prior case details or symptoms — treated interaction as new contact.

Escalation Judgment

E1 Not Met Correct escalation decision conf 95%

Customer explicitly requested repair, yet no escalation was initiated despite unresolved hardware-like symptoms.

E2 Not Met Escalation prep & handoff conf 95%

No escalation occurred, so execution of escalation path was not attempted.

Customer Experience

X1 Partially Met Customer effort minimised conf 87%

Agent apologized once ('不好意思要你等這麼久') — minimal empathy shown, but acknowledged wait time.

X2 Not Met Tone & rapport conf 92%

Agent did not adapt tone or pace — repeated same instruction despite customer frustration and disengagement cues.

X3 Not Met Overall experience conf 94%

Customer repeated information multiple times; agent created unnecessary effort by deferring diagnosis to customer observation.

Call Transcript86 turns · 98 lines

Speaker 2

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