V2 Rubric Detail — ee5e0eec-5ef7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 02:57
Duration
12m 56s
Contact
Kelvin Goh
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00094562
Support Country
Hong Kong
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoids technical troubleshooting and responsibility by deferring to an undefined 'back office review' without attempting resolution, escalation, or even basic diagnostics, constituting evasion of support duties.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided inaccurate instructions, and evaded ownership by deferring to an undefined back-office process. No resolution, escalation, or clear next steps were provided, resulting in a fully unresolved case with high customer effort and clear avoidance behavior.

V1 Case Analysis

Customer unable to get FGW5500 router to connect; Wi‑Fi SSID not visible; agent provided unclear reset steps using non-existent button and promised email follow‑up.

Troubleshooting Steps
  • Asked for model number (FGW5500).
  • Suggested pressing a 'RESETTER20' button (incorrect).
  • Attempted to verify Wi‑Fi SSID presence on phone (unsuccessful).
Key Observations
  • Agent gave a non‑existent reset instruction ('RESETTER20').
  • Customer could not see the router's Wi‑Fi SSID, but agent did not guide through proper setup steps.
  • No warranty, serial number, or detailed hardware verification was performed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided inaccurate reset guidance (RESETTER20).
  • Failed to follow standard troubleshooting protocol for a router (no power‑cycle, no factory reset, no WAN check).
  • Did not collect essential case information (serial number, warranty status, full contact details).
  • Poor communication – fragmented, hard‑to‑follow instructions and lack of empathy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'So right now there's nothing to do, can't fix it' and defers to an email review process with no immediate resolution or actionable path forward.
R2 Not Met Diagnostic thoroughness conf 97%
No structured troubleshooting: no power cycle verification, no login attempt to admin interface, no SIM card compatibility check, and no use of diagnostic tools despite red/green light symptoms.
R3 Not Met Correct resolution path conf 96%
Agent fails to pursue any technical resolution path (troubleshooting, escalation, or RMA initiation) and instead redirects to an undefined back-office review without determining product status or issue type.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process: agent jumps to unverified 'RESETTER20' instruction without identifying root cause, asking about setup state, or isolating hardware vs configuration issues.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used or referenced — no remote access, no admin page check (192.168.1.1/myrouter.local), no firmware or signal check — despite clear need for device diagnostics.
T3 Not Met No misinformation conf 98%
Agent instructs 'press RESETTER20' and 'use a pen knife at the back position' — terms not documented in any KB; correct procedure is 10–20 second reset button hold, not a model-specific 'RESETTER20'.
Communication
C1 Not Met Clear & professional language conf 95%
Agent loses call control during spelling sequence, repeatedly interrupts and mishears customer, fails to set expectations, and provides no structure to the interaction.
C2 Not Met Confirmed understanding conf 95%
Agent does not adapt to customer’s pace or confusion; insists on letter-by-letter spelling without confirming understanding, increasing cognitive load unnecessarily.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent takes no ownership — collects contact info and defers to 'back office' without committing to follow-up, tracking, or personal accountability.
O2 Not Met Proactive follow-through conf 96%
Next step is vague: 'wait for our email' with no timeline, responsible party, or confirmation of what review entails or how long it will take.
O3 Not Applicable Closure confirmation conf 90%
No prior case history mentioned or observable; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent fails to escalate despite clear inability to resolve; no attempt to route to technical team, even after failed reset and undiagnosed hardware concern.
E2 Not Met Escalation prep & handoff conf 94%
No escalation executed — therefore no correct path, details, or customer notification about escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent shows no empathy or acknowledgment of customer frustration; tone remains transactional and detached throughout.
X2 Not Met Tone & rapport conf 94%
Agent does not adjust to customer’s emotional state or pace; continues rapid-fire spelling requests despite customer disengagement and confusion.
X3 Not Met Overall experience conf 96%
Customer forced to repeat personal details multiple times and perform unclear actions (e.g., 'RESETTER20') without guidance, significantly increasing effort.
Call Transcript68 turns · 102 lines
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored.
00:00
Speaker 1
麻煩請問,我有一個連接器無法連接,因為SIM卡已經檢查了,現在只剩下Hardware。
00:02
Speaker 2
To continue in English, press 1 now. 普通話,請按R。 廣東話,請按3字。 請等候技術資源。 你可能需要網絡服務供應商提供給你的帳戶密碼。 請你準備好。 無線產品,請按入。 有線產品,請按入。 其他產品,請按3。 重聽,請按8。 或者就線檢控。 請選以下選項。 無線產品,請按入。 有線產品,請按2。 其他產品,請按3。 喂,你好,Linksys,我是佛仙石,挖到你。 是甚麼形容我挖打?
00:05
Speaker 1
我在這裏看,FGW5500,因為它插了電,穿了燈,它全部變了那三盞燈,初初藍色,後來變紅色。
01:17
Speaker 2
挖打底部的形容? 是甚麼問題? 你按著後面的位置,第25要看。
01:20
Speaker 1
昨晚,阿鐘移動教我們做這個步驟,都不行。 因為, 我拆開了SIM卡,去插第二個Router,那裏就連接到,這裏就連接不到。
02:04
Speaker 2
所以我們現在嘗試,嘗試按RESETTER20,看看有沒有反應。
02:27
Speaker 1
我現在,讓我看看,我沒有Lens線的東西,是否就這樣Power就可以了?
02:32
Speaker 2
即是你插張卡入去,插張卡入去,然後你開機,按RESETTER20。
02:44
Speaker 1
Reset是否最高的粒?讓我看看。
02:50
Speaker 2
後面有個RESETTER,ISET,RESET,RE,就在底部那裡。
02:54
Speaker 1
WPS而已,哪裏ISVP?哪裏哪裏? 底部,底部沒有,只有四個。 要找東西插的,是嗎?
03:02
Speaker 2
要拿筆刀在後面的位置。
03:28
Speaker 1
等一下,麻煩。 因為,我現在在創記之城第一期,別人的辦公室那裏,他給我打電話,打過來問你。 你等一下,麻煩。 靜一會才移動? 現在紅色燈,20秒。
03:36
Speaker 2
我們按RESETTER20。
04:10
Speaker 1
現在三粒燈在那裏走,他在輪流走。
04:36
Speaker 2
三板燈都在閃。
04:40
Speaker 1
打了一個,只有PowerCord的,我沒有Lens線那些,可不可以SET的?
05:02
Speaker 2
我們嘗試重新RESET。 它RESETTER20不成功。
05:10
Speaker 1
好,現在手機不在我那裏,在我老公那裏。
05:16
Speaker 2
你鬆開手機後,我們看看,看看你的手機可否找到挖打底部的Wi-Fi名。 你自己的手機可否看到Wi-Fi名?
05:16
Speaker 1
現在,好,看看他,Wi-Fi Connect那裏找不找到他。
05:34
Speaker 2
即是你自己的手機,底部的Wi-Fi,有沒有看到Wi-Fi名出來? 不是的。 是呀,底部有個Linksys開頭的Wi-Fi名。
05:36
Speaker 1
現在,是那個,是不是SS,是不是SSID那裏?
05:50
Speaker 2
是呀,它的SSID,底部的Wi-Fi名SSID。
06:09
Speaker 1
看不到,看不到。
06:16
Speaker 2
看看手機可否找到你的Wi-Fi名。 是不同的。 現在的燈是怎樣閃的?
06:18
Speaker 1
現在燈,都是輪流三粒燈,藍色在那裏打嗎?
06:25
Speaker 2
是藍色的,這是閃的。
06:36
Speaker 1
是,這部機,你等一下,我有Record的,
06:39
Speaker 2
這個手機是甚麼時候買的? 是甚麼時候買的?大概呢?
06:42
Speaker 1
因為當時我們是網購,在中二棟那裏網購,買來安排送貨的。 要不要訂單Number? 下單時間是,24年9月23日。
06:49
Speaker 2
24年9月23日。
07:15
Speaker 1
是,他變了紅燈。 底部的什麼?
07:18
Speaker 2
底部的那個FN號報一報給我吧。 底部的那個CVNUMBER,FN號,CVNUMBER。
07:28
Speaker 1
打燈。 Cell Number是563 for girl。 1022,D for boy,D for dog。 00284,黃水姐。
07:37
Speaker 2
這邊是怎樣稱呼? 電話和E-mail留下吧。
08:01
Speaker 1
留我老公那個可不可以? 他,他,他收啊,因為他買的。 K-E-V-I,K-E-V-I-N-T,V,不是,秋分湯,K-E-V-I-N-T-O-N-G。
08:14
Speaker 2
可以呀。 K,K-E-U-I。
08:21
Speaker 1
看不到。
08:33
Speaker 2
先舉個例子,前面是甚麼?
08:34
Speaker 1
No,他的電話號碼是Kelvin Tong,407,K-E-V-I-N-T-O-N-G,407,at。
08:38
Speaker 2
P? P-U? K? K-E-E?
08:39
Speaker 1
哪裡啊?你讀,你說什麼?
09:01
Speaker 2
不是,你前面一個過來,你不要這麼快,我聽不清楚。
09:04
Speaker 1
哦,他的電話號碼是Kelvin Tong,K-E-V-I-N,行不行? Pay for T,K.
09:10
Speaker 2
我明白你前面的英文是怎樣寫的。 R?
09:23
Speaker 1
E,E for egg,V,Richter,I,N,N for Nancy,
09:33
Speaker 2
R? V? I? I-N?
09:36
Speaker 1
然後T for Tommy,O,O是Zero,O,N for Nancy,G for girl,
09:46
Speaker 2
K-E-V-I-N? 跟著? T? T-O? 跟著呢? AND FOR NEXT? G-F-O-R?
09:48
Speaker 1
然後407,at,hotmail.com。 是,是。
10:09
Speaker 2
AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT?
10:24
Speaker 1
Mr. Tong,Mr. Tong,是呀,T-O-N-G,唐,唐朝的唐。
10:42
Speaker 2
AND FOR NEXT? AND FOR NEXT? AND FOR NEXT? AND FOR NEXT?
10:49
Speaker 1
你等我一下,看看。 喂?六三,六三六五,八七六八,是,是,是,是,好。
11:10
Speaker 2
AND FOR NEXT? AND FOR NEXT? 6365 8768 是不是 會發送E-mail到郵箱 E-mail後會回覆單據 以及WOWTA底部的影像給我們 要進行一個審核 審核通過後 後座會再講其他的流程 就是等我們E-mail
11:36
Speaker 1
那就是現在沒東西做了,搞不定了。 好,好。
12:14
Speaker 2
然後回覆資料給我們 我們審核通過後才進行後座的報酬
12:19
Speaker 1
但是如果他補修,在哪裡補的?
12:25
Speaker 2
這個說不定
12:27
Speaker 1
就是,我要拿去哪裡?
12:29
Speaker 2
這個說不定 要看看到時候 看看你的單據在哪裏才行 因為它說要單據的
12:31
Speaker 1
是。
12:39
Speaker 2
哪裏報到哪裏報的
12:40
Speaker 1
啊,哦,好,謝謝。
12:43
Speaker 2
好的 拜拜
12:47
Speaker 1
好,拜拜。
12:47