V2 Rubric Detail — e0cb97a8-74c4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 20:47
Duration
5m 54s
Contact
239-878-2876
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent never diagnosed the router/node issue, offered no troubleshooting steps, and failed to set expectations, provide empathy, or propose escalation. Consequently, the call ended without a solution, next steps, or ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports a non-functional mesh node with a red light; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect model or serial number, violating protocol for hardware issues.
  • No troubleshooting steps were initiated (power-cycle, LED check, or reset guidance).
  • Call ended without actionable next steps or resolution path.
  • Warranty status was not explicitly confirmed, though purchase date suggests coverage.
Positive Highlights
  • Agent acknowledged the customer's symptom (red-light node).
Agent Errors / Gaps
  • Failed to collect essential device information (model/serial).
  • Did not follow standard troubleshooting for a non-responsive node (e.g., power-cycle, LED interpretation).
  • Provided no actionable guidance or next-step instructions.
  • Irrelevant mention of Spanish support unavailability.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided a solution or next steps; the call ends without any resolution.
R2 Not Met Diagnostic thoroughness conf 94%
Agent only repeated purchase‑date information and asked vague questions, but performed no troubleshooting steps.
R3 Not Met Correct resolution path conf 93%
No resolution path was selected – the agent did not determine warranty status, offer a repair/RMA, or explain limitations.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer reporting a node with 'light is off' and another with 'light is red', the agent asked if it was broken upon receipt but did not identify symptoms or ask targeted questions to determine the root cause.
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools (e.g., remote access, dashboard check) were used or referenced — interaction ended before tool use could be assessed.
T3 Not Met No misinformation conf 95%
Agent provided no technical guidance. Per universal_firmware_update.md and universal_escalation_guide.md, the agent should have recommended a reboot (unplugging for 30 seconds) or a factory reset for a non-responsive node, but provided no such instructions.
Communication
C1 Not Met Clear & professional language conf 90%
The interaction lacked clear framing, expectations, or structured guidance; the conversation drifted.
C2 Not Met Confirmed understanding conf 90%
Agent’s language was confusing and not adapted to the customer’s difficulty communicating in English.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership of the issue, made no commitments, and offered no follow‑up.
O2 Not Met Proactive follow-through conf 92%
No next steps, timeline, or follow‑up plan were provided.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent did not decide to escalate despite the issue remaining unresolved and no troubleshooting performed.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed no empathy or acknowledgement of the customer’s frustration.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt tone or pace to the customer’s difficulty; communication remained generic.
X3 Not Met Overall experience conf 92%
Customer was forced to repeat information and received no effort‑reducing actions.
Call Transcript8 turns · 9 lines
Speaker 1
$
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available, depending on the issue. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you with today?
00:00
Speaker 1
Okay. Okay. I, I, I, can I speak English more less? Okay. I, I have trouble or issues with my, my router link. Because, I, I, I bought my router in Amazon. Okay. I, I, I bought, my, my router in April. But, at this moment one, one or three is broken. And no, how can I say? No, on, you know? The, the light is off. The light is off.
01:00
Speaker 2
no, sir. I do apologize, but we don't have the right Spanish for um our hotline. However, you can contact our chat support. mmhmm. All right. Mmhmm.
01:00
Speaker 1
The ruler. No. Uh. own. You know? That. OK. It's correct. Uh. Yeah. April. Uh. 21st April 2026. 2026. I don't know. No. Uh. Where. So rudder. Um. How can I say? Um.
02:00
Speaker 2
Mm-hmm. Mm-hmm. All right. So, one of the node is not working. The light of that is not firing on. Okay, and you purchased this on April. April 1st. [silence] All right. Um, on the Amazon website. However, um, when you received that router, um, is it working properly or is it broken already or damaged? One of the node. all right all right ahhh ahhh ahhh all right ahhh ahhh ahhh
02:00
Speaker 1
rocking the adapter and the node, all of them. Both of them. the... the... Do you understand me? Yeah. is very, it's very complicated because explaining, you know, the explanation is insane. OK, my another to to know is good. the light is red because the main, the main node no work. I don't know why. [silence]
04:00
Speaker 2
I see. All right. Mm-hmm. Go ahead. [silence] All right. So it just suddenly disconnected. All right. So here's the thing, sir. Since you just purchased this router last April,
04:00