V2 Rubric Detail — ecd988d2-6350-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:44
Duration
12m 25s
Contact
Dawn Juerin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132602
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-43.5)

V2 Grader Summary

The agent failed to perform any basic troubleshooting on the SPNMX-series node, such as verifying power, WAN connection, or ACS setup, and instead immediately redirected the customer to Community Fibre. While the technical explanation of the red LED was accurate, no diagnostic process, tool use, or customer ownership was demonstrated, leaving the issue unresolved and resulting in widespread failures across resolution, communication, and experience indicators.

V1 Case Analysis

Customer unable to get Community Fibre mesh node online (red LED, no lights). Agent collected serial, advised device requires ISP activation, and created a ticket. No further troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Explained red LED meaning (no internet)
  • Advised that the unit should auto‑configure when directly connected to the modem
Key Observations
  • Agent never verified power, WAN cable connection, or performed a reset of the mesh node.
  • No model number was captured; the agent proceeded without confirming the exact device family.
  • The only guidance given was to contact the ISP, leaving the customer without a technical fix.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected the serial number and created a support ticket.
  • Provided a correct explanation that a red LED indicates no internet connection.
Agent Errors / Gaps
  • Failed to confirm the exact product model before giving instructions.
  • Did not perform basic troubleshooting (power‑cycle, reset, check admin page, LED interpretation beyond red).
  • Did not guide the customer through the ACS provisioning steps or verify WAN connection.
  • Did not document a clear escalation path or schedule a callback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent redirects customer to ISP without resolving camera connectivity or node operation; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps performed (e.g., power cycle, check WAN connection, verify ACS status); only asked about LED color.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identifies red light = no internet and advises contacting ISP for activation, but skips basic diagnostics the agent could perform (e.g., power cycle, cable check).
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent fails to establish a diagnostic sequence—only asks for serial number and LED status without probing symptom onset, setup steps, or device-specific issues.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., no remote access attempt, no guidance to check http://192.168.1.1, no firmware or ACS status verification).
T3 Met No misinformation conf 97%
Agent accurately states that solid red LED means no internet connection and that the node should auto-configure when connected to the modem.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provides no call framing, allows long silences, fails to manage transitions, and loses control of conversation flow.
C2 Not Met Confirmed understanding conf 91%
Agent uses repetitive 'ma’am' and scripted phrases without adapting to customer’s confusion or checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent creates a ticket but immediately deflects responsibility to Community Fibre without attempting resolution steps within agent’s scope.
O2 Not Met Proactive follow-through conf 94%
No specific timeline or ownership given; only instruction is 'ask Community Fibre' with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted—issue falls under ISP responsibility for activation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Minimal empathy shown; no acknowledgment of customer frustration with cameras or service transition from Sky.
X2 Not Met Tone & rapport conf 91%
Agent maintains monotonous tone, ignores customer’s repeated attempts to refocus on cameras, and fails to adjust pace or style.
X3 Not Met Overall experience conf 93%
Customer repeats serial number, name, email, and phone multiple times; agent does not leverage any pre-collected data to reduce effort.
Call Transcript20 turns · 23 lines
Speaker 1
but American company yeah Hello what right I had um one of these community wireless feet and um I can't I can't get it to work and it's not picking up the cameras that I got No, and and I can't put the cameras on on it neither it's my it Sorry The number to the where [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is G, how can I help you today? Hi ma'am, how can I help you, ma'am? [silence] You can't make it work. Hm. Yes, because it's not yet working ma'am. [silence] Yes ma'am, I have the serial number of the Linksys please. The serial number.
00:00
Speaker 1
I don't know. I've only got my account number that they wrote down. On that white box is it? Okay. Let me hold it. Hold on. one feeling number. Is is it the long number? Mac number? So it's it's 74 12 13 44 9 D 14. D.
01:00
Speaker 2
Serial number, you can see it underneath the links of device. Yes. B14, right?
01:00
Speaker 1
D for Delta, 14. Model. All I got, I don't know, this is a model number. Community fiber 10 GB, 4490D 14. That's all I've got. Recover it's got recovery key 67496. Is there a next?
02:00
Speaker 2
what is the model number, ma'am? No man, the SN number man, SN serial number. Okay, just hold on for a minute. I'll just need to check on the exact unit, okay. How did you try to log in ma'am?
02:00
Speaker 1
So I've been trying to do it trying to do the cameras so they've got Ring cameras and it's not picking up none of that so I don't think it's gonna work for me so I might have to stay with um Sky. [silence] The light. [silence] There's no light at all. [silence] It's in the back area. [silence] There's nothing no light. [silence] Oh is it plug in? [silence] Yeah it's plug in. [silence] [silence] uh at the back you've got the box and it's got the green light and the red light.
04:00
Speaker 2
No worries, ma'am. Uh, we will check uh, what's the reason why you can't make it work? Uh, are you - what's the light on the top of this Linksys node right now? Yes, the light indicator. Ma'am, what's the light on it? Is it solid? Are you checking on your Linksys, maam? There should be a light on the top of it.
04:00
Speaker 1
I don't know. I don't know what the light is. There's no light on this white box at all. On this whole one. On the top. Is that on in there? On the top. No, there's nothing at all. No light. Do you think that he'd be able to come and like set up set up my cameras on it? Yeah. He's got a green light. Red green light. Oh, there's a blue light on now, he's saying. He just moved it. So it's a blue light, is it, John? Blue light. yeah, it's a blue light.
05:00
Speaker 2
No light. Can you check on the top, ma'am? [silence] Yes. [silence] Nothing at all. Okay. [silence] Okay. So [silence] I'm sorry. Sorry, ma'am, before we proceed with that, may I have first your phone number in case you get disconnected. Unfortunately, for the links, ma'am, which yeah, for the links this we don't have any on-site technician, but if you wanted to request for an a technician, that will be under community fiber, ma'am. Okay, anyways, ma'am, this node, yeah, this node that you have right now, this wifi7 mesh device you have from community fiber, this is
05:00
Speaker 1
It's gone red man. It's gone red he's saying. What does that mean, red? Yeah. No, first time, I'm, I'm, I'm still with Sky. But I'm, I can't get my cameras or anything to work. So as you can tell, I've not used this internet. I'm, I'm still using, I'm still using my old one.
07:00
Speaker 2
Actually a preconfigured unit or a preconfigured router which means after a hard I'm sorry after you press after you connect this one directly to your modem it should automatically go online. Okay. Red means there's no connection ma'am. Is this the first time you're subscribed to community fiber? Or is it first time? Okay. Hmm. Yes, yes. The reason for that one maybe because yes, it's because you don't have Yes ma'am, I believe this this devices are not yet activated. So ma'am I'll just need to create a ticket for you here for you to have a record and I'll
07:00
Speaker 1
I thought, I thought, I thought this was community fiber. No? No, um, I thought that your community fiber. There is no, I haven't got any number for community fiber. Thank you. Um, Don. D-A-W-N-N. And it's G-U-E-R-I-N. G-U-E-R-I-N. How is that the number? Give us a call.
08:00
Speaker 2
[KEEP_UNCERTAIN] Next thing that you need to do ma'am is get in touch with community fiber. Ask them ma'am if they already activated. Okay did you ask were you able to ask if your modem is already active? I can provide you one ma'am. Let me just create a ticket for you here first. May I have your first and last name? I'm sorry what's the last name ma'am? So to thank you. How about your email? [silence].
08:00
Speaker 1
Is it, is it 0 8 0 8 1 8 9 5 0 2 3. Is that? No. Oh. Okay. Oh, God. So it's Dawn Gearing? No. No. It's Dawn. Dot. D-A-W-N. Dot. And then Gearing. Then at hotmail.com. [silence]
09:00
Speaker 2
For community fiber ma'am, no ma'am. No. Okay. I just need to check on that one. Okay. Just a second. And may I also have your email address? Uh huh. So first name dot last name at hotmail.com. Oh. Hmm. P. Yes, ma'am. Okay, got it. Thank you. So I have here community fiber, Wi-Fi network. I'm sorry, Wi-Fi. I'm sorry. Coming.
09:00
Speaker 1
Yeah, but what about my cameras? Are they going to be online? [silence] [silence] [silence] [silence] [silence] [silence] [silence] Can I have the telephone number please?
10:00
Speaker 2
[silence]
10:00
Speaker 1
And you, you don't, you don't open at the weekend, which is is not good. We're not Yeah, I don't think the fire service is open either. There should be someone there 24/7. Like skies. Have you got the telephone number? Yeah, I'm ready now. Mhm. 0820. 770. Okay, then. So I'll find and find out what they enjoyed for me. All right. Thank you very much. Bye. Yes. Okay. Okay, I will do. All right, thank you. Bye-bye.
11:00
Speaker 2
770. Yes. Yes, ma'am. Just ask them. Just let them know that your Internet is not yet working. They'll be able to assist you with that. And try to request for an on-site technician, ma'am. Okay.
12:00