V2 Rubric Detail — df2e3978-63fd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 12:22
Duration
9m 53s
Contact
No Name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132751
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent prematurely ended the call without resolving the issue, offering only to 'try Google' and disconnecting despite clear unresolved technical problem.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to conduct basic troubleshooting, provide technical resolution, or escalate the case despite a clear hardware fault indicator (red light) and customer distress. The interaction ended with no path forward, amounting to avoidance of responsibility. This meets the auto-zero criterion for evasion.

V1 Case Analysis

New tenant with WHW03V2 showing solid red LED; unable to connect to Wi-Fi despite correct password. Agent incorrectly stated internet was working, provided no troubleshooting, and ended call with vague ISP referral.

Troubleshooting Steps
  • Asked for router model number
  • Directed customer to locate Wi-Fi password on the router label
  • Requested the customer to open a website to test internet connectivity
Key Observations
  • Agent incorrectly declared at [05:00] that 'the internet is working' without any verification, directly contradicting the solid red LED and customer report of no connectivity.
  • Solid red LED on WHW03V2 is a critical diagnostic indicator of no WAN connection, yet the agent did not reference or troubleshoot this per the KB (velop_router_setup.md and adjacent_connecting_devices.md).
  • Agent failed to verify whether the router was properly activated with the ISP (Community Fiber), a required step for this setup context.
  • No router reset or 5-press recovery was offered, despite the KB indicating this is standard for a used Velop node in an unknown state showing a red LED.
  • No case was created, no warranty status checked, and no escalation path initiated despite clear signs of a non-functional installation.
  • Call ended abruptly without a clear next step, callback, or follow-up plan, abandoning the customer mid-issue.
Positive Highlights
  • Agent correctly asked for the router model number early in the call at [01:00], which is a required protocol step.
  • Agent directed the customer to the label to find the Wi-Fi password at [03:00], which is a valid first step for access issues.
Agent Errors / Gaps
  • Incorrectly stated at [05:00] that 'the internet is working' without any validation, which is materially misleading and contradicts the KB guidance on red LED troubleshooting.
  • Failed to recognize or act on the solid red LED on the WHW03V2, a key diagnostic indicator of no WAN connection per the KB (velop_router_setup.md and led_cog_mesh_group_d_spnm60_62.md for LED reference).
  • Did not verify ISP activation status or confirm whether the previous tenant's service was transferred or deactivated, a critical step for a pre-installed router in a new tenant context.
  • Did not guide the customer through a factory reset or 5-press recovery, which is standard procedure for a Velop node showing a red LED in an unknown state (per velop_router_setup.md).
  • Did not collect customer contact information beyond a partial phone number or create a HappyFox case for tracking, violating protocol for unresolved technical issues.
  • Ended the call without establishing a valid support path, escalation, or follow-up, abandoning the customer with an unresolved technical issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue; customer still had red light and no internet, and no valid escalation or RMA was initiated.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were taken — no check of WAN connection, reset procedure, or web interface access attempted.
R3 Not Met Correct resolution path conf 94%
Agent failed to determine product status or choose an appropriate path — did not attempt reset, firmware check, or escalation despite clear connectivity failure.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify symptoms systematically or ask targeted diagnostic questions beyond basic light status.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (remote session, admin UI, logs) were used despite a hardware-level issue requiring investigation.
T3 Partially Met No misinformation conf 86%
Agent correctly advised checking the sticker for Wi-Fi credentials, but failed to provide accurate technical guidance for red light troubleshooting.
Communication
C1 Not Met Clear & professional language conf 94%
Agent did not frame the interaction, set expectations, or maintain control — call was disjointed and reactive.
C2 Not Met Confirmed understanding conf 93%
Agent used unclear phrasing (e.g., 'What’s the word uh?') and did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — offered no follow-up, made no commitments, and ended call without resolution.
O2 Not Met Proactive follow-through conf 94%
No next steps or timelines were established; customer was left without direction despite unresolved issue.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent failed to escalate despite being unable to resolve a persistent hardware fault indication (red light) with no internet.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or acknowledgment of customer’s frustration as a new tenant facing setup issues.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace to match the customer’s disoriented state; communication remained rigid.
X3 Not Met Overall experience conf 92%
Customer repeated information about the router and situation multiple times without agent consolidating details.
Call Transcript14 turns · 17 lines
Speaker 1
[silence] [silence] [silence] uhi uh if I move to a new house [silence] and ai can see a router [silence] and a community fiber device with in this house. [silence] And i was just checking um can ai get the connection like [silence] I I need uh I like I like I need to reach uh get a Wi-Fi connection [silence] so [silence] can you please help me with that? [silence] Yeah [silence] it's a router [silence] and uh it's a device in community fiber power building says.
00:00
Speaker 2
welcome to linksys support to assure quality service, your call may be my centered. please remain on the line for assistance. Hello, thank you for calling mix of technical support. This is charm. How can I assist you? Yes, hello. Oh, I hear you're correct. For your rent.
00:00
Speaker 1
Hey, I'm doing it. So, good. Let me check. Let me check. Record this. Yeah, I can provide you the model number. It's WH-03V2. Okay. Um, serial number is 30 SG2OM31 BOO 830. Say again, please. Sir.
01:00
Speaker 2
Your WAN is connected to the internet. Sorry. How about the internet? Got it. And my name, sir, what's the light status of this links is. Router sir on top of the link each router? What's the light status of the links is router on top of the links is router.
01:00
Speaker 1
the router the router is from this company edgero A-D-E-T-R-A-N light yes it's a working it's light the light is on when I tap on like power on the router it's working it's a power button and something is green it's like um it's green the power button says green and even when I turn on uh turn on the Wi-Fi on my phone I can see the network um
02:00
Speaker 2
What's- the. Word, uh, what's the color there? Are those green?
02:00
Speaker 1
Uh Ravul, can you check uh is it possible to connect can you check like is it connected or not now it so it said wrong password. So it's requesting password, it's asking for the password. Uh so I as you can see the router so it says serial number and PN number. Um so Actually, I am a new user in this house. Mm and the router. You mean on the router. Uh no I can't I can't I can't see the why I name. It has got
03:00
Speaker 2
Have you tried to connect to that network sir? Using your phone. [silence] [silence] Um, you can find the password under that router, it's on the sticker. You can turn the router upside down. Mhm. [silence] Can you see there the wifi name? Mhm. Yes, wifi name and the password. [silence] Yes, under that router.
03:00
Speaker 1
when I accidentally got that yeah yeah I can see I can see the password here on the community fiber hold on give me a second please can you hold this for me please so I will stop the issue of yeah when I get this I get Australia to Katie nine yeah
04:00
Speaker 2
all right yeah can I be connected to that once and use that password? all right [silence] the internet is working. [silence] All right. Can you open any websites, sir, or any application on your phone and check if the internet is working?
04:00
Speaker 1
Okay YouTube is mine. It was more. Cut him in connect one everything. [silence] Is that connected cable. Yeah. Optical fiber is connected. Okay, so I can see now the router is on. But I can see a red signal, a red light on the router. And the instructions say that if you still have the red light, red internet light on your modem, as per the picture. So as per the picture, yeah. So then please give us a call on this number and select option two then five to speak to the customer team. So yeah, I'm with the customer team, but it's still showing the red light and the router. Oh, I'm sorry. I'm sorry. I already said to you. I am a new tenant to this house and this router was already here when I moved in. I don't know who has the original equipment. I didn't know the house. I'm really sorry. Now was this supposed to be like this or I don't know if it's something I did.
06:00
Speaker 2
Uh-huh. Uh-huh. What's the phone number, sir? Uh-huh.
07:00
Speaker 1
in there in the house, I'm just trying to top off and get the connection. So I'm really, sorry I can't provide. Ah, okay, okay. Yeah, you can note the number like 07513. One second, let me check one second. So you mean, um, no I can't see. Oops, we notice your router is not connected going to nature. And I cannot see any number or anything here. [silence]
08:00
Speaker 2
I see right. I'm trying to, what I'm interested in is the phone number associated on that message that you'll read. Is there any phone number provided? Yeah. All right. But what about that monster? Can we contact Getifty directly for them to activate the there, that, um, uh, router that you have? Yes, yes, sir. Um, you could try to check or on the Google cuz I don't have that phone number sir. Um, this is from, yes from Leincess. So you just need to activate that one for them to offer you to have an internet connection. Yes, sir. Alright. Thank you so much also, sir. Have a good one. Bye for now. [silence]
08:00