Call Detail: e527fc9a-5fe0-11f1-9

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Call Start

2026-06-04 06:44

Duration

7m 9s

Contact

梁先生

Issue Type

Internet/WAN Setup

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Xiao Ge Ji

HappyFox Case

#LTS00132186

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: pro 6e 子节点网速慢

V1 Rubric Scores

Resolution2.00/5

Accuracy3.00/5

Communication3.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.3/5

V2 Rubric Scores

Resolution0.00/5

Technical0.94/5

Communication3.75/5

Ownership5.00/5

EscalationN/A

Customer Exp1.79/5

Overall37.3% (-8.7)

V2 Grader Summary

The agent identified the core symptom — Ethernet backhaul not being recognized — and collected customer information, but failed to conduct any meaningful troubleshooting or provide technical guidance. While ownership was demonstrated and next steps were set, the lack of diagnostic action, tool use, and customer effort reduction resulted in no progress toward resolution. The interaction remained procedurally correct but technically insufficient, leading to an unresolved outcome.

V1 Case Analysis

Customer reports Ethernet port on Linksys 6E not detecting cable; device stays on wireless backhaul. No troubleshooting performed; advised to call back when near device and follow‑up email sent.

Troubleshooting Steps

Asked about mesh topology and number of units
Suggested logging out of the app
Speculated distance might be a factor

Key Observations

Agent never verified the Ethernet cable or port status.
No model or serial number was collected, limiting future support.
Troubleshooting was limited to vague suggestions (distance, app logout) and did not follow standard mesh‑backhaul procedures.
Agent captured contact details and set a follow‑up but left the core issue unaddressed.

Positive Highlights

Polite and professional tone throughout the call.
Accurately captured the customer's name and email address.
Offered a follow‑up email and scheduled a callback for further assistance.

Agent Errors / Gaps

Did not collect product model/serial number.
Failed to perform basic Ethernet‑port verification (LED check, cable test, power‑cycle).
Provided no concrete troubleshooting steps for wired backhaul failure.
Did not discuss warranty or support eligibility.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 95%

Agent did not resolve the issue or provide a path to resolution during the call; instead deferred all troubleshooting to a future interaction: 'please call us again when you're near the device.'

R2 Not Met Diagnostic thoroughness conf 95%

No meaningful troubleshooting steps were conducted — no request to check cables, power cycle, inspect LEDs, or verify physical connections; only asked about distance and proximity.

R3 Not Met Correct resolution path conf 90%

Agent failed to attempt any on-the-call resolution despite having sufficient information to begin basic diagnostics; chose to register a case and defer action rather than provide best-effort support now.

Technical Accuracy

T1 Partially Met Technically accurate info conf 80%

Agent identified the symptom (Ethernet not detected, device connecting wirelessly) and asked about distance, which is a relevant diagnostic factor for backhaul decisions in mesh systems.

T2 Not Met Appropriate tools / resources used conf 95%

No tools were used — no remote diagnostics, no request to check LED indicators, no web UI verification of Ethernet backhaul status, despite the issue being directly observable in the interface.

T3 Not Met No misinformation conf 90%

Provided no technically accurate recommendations — did not reference Ethernet backhaul setup steps, LAN port functionality, or wired vs wireless backhaul logic from KB documentation.

Communication

C1 Partially Met Clear & professional language conf 85%

Agent maintained basic call control and collected customer information, but did not set clear expectations for resolution or structure the interaction around problem-solving.

C2 Met Confirmed understanding conf 90%

Used plain language without technical jargon; adapted communication style to be accessible to a non-technical user.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Took ownership by registering the case, collecting contact details, and committing to follow-up: 'I'll make a note for you. I'll register your case now.'

O2 Met Proactive follow-through conf 95%

Set clear next steps: customer to call back when near device, and agent to send an email within 48 hours with further instructions.

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 100%

No escalation occurred and none was warranted — the issue was within L1 scope and could have been addressed with basic troubleshooting.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred and none was warranted — agent did not refer to another team or level.

Customer Experience

X1 Partially Met Customer effort minimised conf 80%

Agent was polite and professional but did not explicitly acknowledge customer frustration or express empathy for the inconvenience caused by the unresolved issue.

X2 Partially Met Tone & rapport conf 75%

Agent responded to customer input and maintained engagement, but did not adapt pacing or check understanding after key statements, missing opportunities to confirm comprehension.

X3 Not Met Overall experience conf 95%

Added customer effort by requiring a callback and waiting for an email, rather than guiding the customer through remote troubleshooting steps that could have been attempted now.

Call Transcript63 turns · 76 lines

Speaker 2

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