Call Detail: ef3e0606-5f73-11f1-8

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Call Start

2026-06-03 17:44

Duration

6m 14s

Contact

Brian Sieki

Issue Type

Router Setup

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Regin Magnetico

HappyFox Case

#LTS00131731

Support Country

United States

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: E2500 - setup as bridge mode

V1 Rubric Scores

Resolution1.00/5

Accuracy4.00/5

Communication1.00/5

Protocol2.00/5

Efficiency1.00/5

Overall1.8/5

V2 Rubric Scores

Resolution0.62/5

Technical0.94/5

Communication0.00/5

Ownership0.00/5

EscalationN/A

Customer Exp0.00/5

Overall8.3% (-27.7)

V2 Grader Summary

The agent identified the router model (EA2500) but failed to provide any meaningful troubleshooting, technical guidance, or next steps. Despite the customer’s clear request to use an old router for 2.4 GHz extension in bridge mode, no diagnostic process was initiated, no tools were used, and resolution was deferred to email. The interaction lacked ownership, empathy, and effective communication, resulting in an unresolved case.

V1 Case Analysis

Customer with EA2500 router asked about bridge mode for 2.4 GHz band; no troubleshooting performed, call ended with vague email follow-up.

Troubleshooting Steps

None recorded.

Key Observations

Agent failed to address the core technical question about bridge mode configuration for the EA2500 router.
Call ended abruptly with no confirmation of email follow-up or next steps.
Warranty status was referenced but not verified, creating false expectation.
No HappyFox case was created or referenced, violating case management protocol.
Long silences and lack of structure indicate poor call control.
No technical guidance was provided despite the customer's clear request.

Positive Highlights

Correctly identified the router model (EA2500) from customer input.
Collected serial number accurately despite phonetic spelling.

Agent Errors / Gaps

Failed to provide any technical guidance for bridge mode configuration on the EA2500 router, despite the customer's explicit request.
Did not verify or document warranty status despite mentioning it, leading to potential customer confusion.
Did not create or cite a support case (HappyFox), violating protocol for case management.
Abandoned troubleshooting and ended the call with a vague email hand-off, leaving the customer without resolution or clear next steps.
Allowed long silences without explanation or re-engagement, reducing call efficiency.
Failed to confirm customer understanding or recap next steps, leaving the call unresolved.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 96%

Agent identified the model (EA2500) but provided no resolution, troubleshooting, or confirmation that bridge mode would solve the issue; call ended with customer handling it via email.

R2 Not Met Diagnostic thoroughness conf 95%

No troubleshooting steps were taken — agent did not ask about current settings, test connectivity, or guide customer through configuration checks.

R3 Partially Met Correct resolution path conf 85%

Agent acknowledged the router model and implied awareness of warranty status, but failed to provide best-effort guidance for out-of-warranty device; however, they did not dismiss the customer outright and allowed continuation of the call.

Technical Accuracy

T1 Not Met Technically accurate info conf 94%

Agent did not identify specific symptoms, ask diagnostic questions, or determine root cause; no logical troubleshooting sequence was followed.

T2 Not Met Appropriate tools / resources used conf 92%

No tools (e.g., admin UI, remote session, logs) were used or referenced to verify bridge mode capability or configuration despite the technical nature of the request.

T3 Partially Met No misinformation conf 89%

Agent correctly identified the model as EA2500 from garbled input, showing accurate interpretation; however, no further technical guidance was given about bridge mode or 2.4 GHz band isolation.

Communication

C1 Not Met Clear & professional language conf 93%

Agent failed to frame the interaction, set expectations, or maintain control; conversation drifted without structure or clear transitions.

C2 Not Met Confirmed understanding conf 91%

Agent did not adapt language to customer’s confusion about model numbers or bridge mode; used no comprehension checks or simplified explanations.

Customer Ownership

O1 Not Met Ownership & empathy conf 94%

Agent did not take ownership — no troubleshooting offered, no commitment to assist further, and effectively deferred resolution to email.

O2 Not Met Proactive follow-through conf 93%

No clear next steps or timelines were established; only vague reference to 'handling it via email' without specifying what or when.

O3 Not Applicable Closure confirmation conf 99%

This was the first contact; no prior case history existed to reference or maintain continuity.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 98%

No escalation was performed and the issue did not clearly require escalation beyond L1 support.

E2 Not Applicable Escalation prep & handoff conf 98%

No escalation occurred, so execution cannot be assessed.

Customer Experience

X1 Not Met Customer effort minimised conf 94%

Agent showed no empathy for customer’s use case (baby monitors, smart lights); no acknowledgment of frustration or effort made.

X2 Not Met Tone & rapport conf 92%

Agent’s tone remained scripted and unresponsive to customer’s repeated attempts to clarify needs; failed to match pace or emotional state.

X3 Not Met Overall experience conf 93%

Customer had to repeat model and serial number information; agent created unnecessary effort by not guiding through available options or offering direct help.

Call Transcript8 turns · 10 lines

Speaker 1

Yes. Yes. I called a couple days ago about an old wireless router. just want to use to make sure that the wireless 2 4 gigahertz gigahertz gigahertz 2.4 gigahertz band is clean for my baby monitors. do you have the model number for the router? No, you don't have it. It's uh it's uh uh I think about four years old. It's uh in a box. I'll pull up the model number but it's an old I think four years old. It's an old old Ubuntu box. it's uh built in 2014 2015 or uh uh some time ago. Okay. Do you mind pulling it out of the box? it's uh I'll go get the paper and the model number and see if we can SPEAK get any information that we can find. But the first thing I can tell you is that if if you get some information, that will be great. Okay. but remember is that is that your that's an option. What is what is you're going to do if you don't need it that ремон bus goes into it. Well I was you know we can't get a reference number for a router.