Call Detail: f71c7d3a-81b0-11f1-a

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Call Start

2026-07-17 07:27

Duration

16m 3s

Contact

+85216169100

Issue Type

—

V2 Outcome

Partial Resolution

V2 Band

Needs Improvement

Agent & Case Context

Agent

Xiangjie Zhang

HappyFox Case

#LTS00137589

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

—

Sentiment Trajectory

—

Ticket subject: LN1401 经常红灯断网

V1 Rubric Scores

Resolution1.00/5

Accuracy1.00/5

Communication1.00/5

Protocol1.00/5

Efficiency1.00/5

Overall1.0/5

V2 Rubric Scores

Resolution1.56/5

Technical0.00/5

Communication0.00/5

Ownership4.00/5

EscalationN/A

Customer Exp0.00/5

Overall23.8% (+3.8)

V2 Grader Summary

The agent achieved temporary symptom relief (blue router light) but failed to conduct proper diagnostics, used unsupported methods (fwupdate.html), and provided materially inaccurate technical guidance (e.g., 10.x.x.x IP claims). Communication lacked empathy and clarity, and customer effort was unnecessarily high. No escalation was required, but the resolution was not sustained as the issue recurred.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 95%

Router light turned blue after reset, but issue was recurring (customer stated occurs every two days) and no sustained stability was confirmed.

R2 Not Met Diagnostic thoroughness conf 95%

Agent skipped basic diagnostics (WAN LED status, modem connectivity, power-cycle sequence) and jumped directly to manual firmware update without logical troubleshooting sequence.

R3 Partially Met Correct resolution path conf 90%

Agent attempted best-effort troubleshooting (firmware update, reset) but misdiagnosed IP address change as root cause and suggested unsupported actions not aligned with KB guidelines.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

Agent failed to identify key symptoms (WAN LED status, modem connectivity), asked no targeted diagnostic questions, and assumed root cause (firmware/IP conflict) without evidence.

T2 Not Met Appropriate tools / resources used conf 95%

Agent instructed unsupported manual firmware update via `fwupdate.html` (not documented in KB), bypassing proper tools like router admin UI or auto-update verification.

T3 Not Met No misinformation conf 95%

Agent claimed '10.x.x.x LAN IP might cause a fault' (unsupported by KB) and stated firmware may not install automatically (contradicts KB stating auto-updates are reliable).

Communication

C1 Not Met Clear & professional language conf 90%

Agent used excessive filler words ('um', 'oh'), provided disjointed instructions, failed to frame the interaction, and lost control during customer interruptions.

C2 Not Met Confirmed understanding conf 90%

Agent used technical terms (fwupdate.html, IP segments) without checking understanding, failed to adapt to customer's frustration, and did not confirm comprehension at key steps.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent remained on the call throughout, provided troubleshooting steps, and did not transfer the customer to avoid difficulty.

O2 Partially Met Proactive follow-through conf 85%

Agent promised to send an email with case number and said to 'observe it for a while', but provided no specific timeline, owner, or concrete follow-up plan.

O3 Not Applicable Closure confirmation conf 100%

No prior case history was referenced or observable; this appears to be the first contact with the customer.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted for this issue based on transcript and assessments.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred on this touch.

Customer Experience

X1 Not Met Customer effort minimised conf 90%

Agent showed no empathy, failed to acknowledge customer's frustration or repeated efforts, and maintained a purely transactional tone throughout the interaction.

X2 Not Met Tone & rapport conf 90%

Agent did not adapt communication to customer's pace or emotional state; continued complex steps despite customer confusion and interruptions, leading to disengagement.

X3 Not Met Overall experience conf 90%

Customer was forced to manually download firmware, construct a hidden URL (fwupdate.html), and perform a risky update — unnecessary steps that increased effort and risk.

Call Transcript116 turns · 150 lines

Speaker 2

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