V2 Rubric Detail — f9c2b7d8-6b45-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:46
Duration
8m 42s
Contact
985-351-7648
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided performing any substantive troubleshooting, tool use, or ownership of the case, deferring all action to the customer without justification.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to resolve the customer's security concern, avoided diagnostic steps, offered no concrete guidance, and created additional effort by requiring a callback. While some general security information was accurate, the lack of ownership, structure, and technical engagement resulted in a completely unresolved interaction with critical performance failures.

V1 Case Analysis

Customer received legitimate Spectrum security alert about Wi-Fi activity. Agent confirmed alert legitimacy, advised on Wi-Fi password security and default firewall, but did not collect model/serial or perform security checks. Call ended with vague 'call back with router details' instruction.

Troubleshooting Steps
  • Confirmed Wi-Fi password protection prevents unauthorized access (technically accurate per KB).
  • Stated that Linksys routers have firewall enabled by default (technically accurate per KB).
Key Observations
  • Agent correctly identified the Spectrum email as legitimate and not a phishing attempt.
  • Provided technically accurate advice about Wi-Fi password security and default firewall settings per KB.
  • Failed to collect product model/serial number despite relevance to security verification.
  • No concrete security checks performed (e.g., firmware update, admin password change, connected devices review).
  • Call ended with vague 'call back with details' instruction without explaining what would be done with the information.
Positive Highlights
  • Correctly reassured customer that a strong Wi-Fi password prevents unauthorized access (aligned with KB).
  • Accurately stated that Linksys routers have the firewall enabled by default (per KB).
  • Confirmed the Spectrum email was legitimate, reducing customer anxiety.
  • Maintained a calm and empathetic tone throughout the interaction.
Agent Errors / Gaps
  • Failed to obtain product model and serial number despite their relevance to security verification.
  • Did not guide customer to access router locally (http://192.168.1.1 or http://myrouter.local) to check settings.
  • Provided only generic reassurance without actionable security steps (e.g., change admin password, review connected devices, enable auto-update).
  • No KB article or self-help resource was shared to empower the customer independently.
  • Ended call with vague 'call back' instruction without explaining what would be done with the information or setting expectations.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was provided; the agent did not confirm security status, check firewall, or offer actionable steps to verify router integrity.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked for model/serial once; no structured troubleshooting like checking firmware, firewall, or connected devices was performed.
R3 Not Met Correct resolution path conf 96%
Did not determine warranty status or device eligibility; failed to decide whether best-effort support or escalation was appropriate.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause analysis; agent did not identify symptoms beyond customer’s fear, nor asked diagnostic questions about app behavior or network logs.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used—agent did not suggest accessing http://192.168.1.1 to check firewall, firmware, or device list, which would have been relevant.
T3 Partially Met No misinformation conf 90%
Correctly stated default firewall is on and Wi-Fi password limits app access, but gave no specific verification steps or technical guidance.
Communication
C1 Not Met Clear & professional language conf 96%
No clear structure; agent used excessive fillers ('uh...', 'um'), failed to set agenda or control direction of conversation.
C2 Not Met Confirmed understanding conf 95%
Used informal terms like 'man' and 'ma'am' inconsistently; did not adapt language or confirm understanding after key statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—shifted responsibility to customer to call back with info instead of scheduling follow-up or offering remote help.
O2 Not Met Proactive follow-through conf 95%
Only next step was for customer to call back; no timeline, no commitment, no proactive plan established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted given the informational nature of the inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s concern about scam ('that is really from them') but did not express empathy for fear or stress.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, hesitant tone and did not adjust pace or style despite customer’s anxiety and repeated concerns.
X3 Not Met Overall experience conf 96%
Customer was told to gather router details and call back—an avoidable repeat contact that increased effort.
Call Transcript15 turns · 16 lines
Speaker 1
Hi. Um, I have a general question. Um, I, I received a notification from Spectrum that there was some kind of odd activity on my Wi-Fi and they [silence] Yeah, it was kind of fishy, and so that's why I called, and they wanted me to call the computer geek, which I found very, very weird to pick up the phone and like know what's wrong with your computer. So I was scared to pick up the phone, so I wasn't sure if it was a scam. Hi, um, I have a general question. Um, I, I received a notification from Spectrum that there was some kind of odd activity on my Wi-Fi and they [silence] Yeah, it was kind of fishy, and so that's why I called, and they wanted me to call the computer geek, which I found very, very weird to pick up the phone and like know what's wrong with your computer. So I was scared to pick up the phone, so I wasn't sure if it was a scam.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your device condition. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys, this is Skyla, how may I help you? Okay, man. [silence]
00:00
Speaker 1
Suggested that I, um, that I call, uh, to see about getting my router checked. Is that something that y'all do or like how's that work? Um, yes, but I think it was I think it had to do with an app that I downloaded and then deleted. Um, actually don't have it with me. [ silence]
01:00
Speaker 2
um your wi-fi um is secure right okay um there is no uh may I ask the model number of your Linux device ma'am okay so because we need to know and then we need to check what possible needed settings on your device okay of your Linux router but as long as your router is secured like you have password to connect then that's no problem with that and by the way um the that email is really from spectrum it's not a a spam email or
01:00
Speaker 1
I called two different, I called two different numbers with Spectrum to make sure and that and they did both representatives verified for me that that email was sent to me. I thought it was strange too. So, that's why I, you know, called around trying to determine. It just says, Spectrum has been notified of a potential security issue with your internet service. And then, you know, it goes on from,
02:00
Speaker 2
A phishing email. So that is really from them. They confirmed. okay because um I don't know how they um check that ma'am and how they check if they um like how do you check um the activity. D if they don't have access to your router. uh huh.
02:00
Speaker 1
I went to the website and found two different phone numbers and called those. [silence] What's on it is it says a device using your network may be infected by malicious software often disguised as a legitimate program or file. [silence] And then it gives a list of recommendations.
03:00
Speaker 2
okay and but um what's on the email again ma'am yes so what are their recommendation I think
03:00
Speaker 1
Consider taking your computers and mobile devices to a repair professional. Update all operating systems, make sure all routers, modems, cameras, et cetera, are updated. Change passwords to email accounts, banking, and other financial sites after the devices have been cleared of any virus or malware. So if I did if I did download a bad app, it wouldn't be able to access the Wi-Fi because because it's password protected? That's right, that's what happened.
04:00
Speaker 2
Okay. So, long as you did not like give your Wi-Fi password to anyone, ma'am, only member of the families. And I think that's no problem with that. No, it depends on that app, man, because most app will be used the access to the phone, not on the Wi-Fi. It will be more on the.
04:00
Speaker 1
I feel like my phone's connected to the Wi-Fi. When I. So if it was a malicious app, could it access my, my Wi-Fi? Okay. I had I received two separate email from Spectrum one last Friday and one last Saturday, and the last representative I talked to told me that if there was was continuing to be a problem that I would be continuing to get emails.
05:00
Speaker 2
You're home, where you installed the app. mm mm yes it's connected to the Wi-Fi but it won't affect your Wi-Fi mostly not good apps only affects um computer I know phones when it's if you downloaded it onto your phone. oh no ma'am. If I were you to change your password, I recommend you change whatever response you already had.
05:00
Speaker 1
Um, so since I'm not getting those emails anymore, I'm hoping that that means that it's the at, the problem is corrected. Um, would you suggest that I call back when I have all the router information? And, and, and what would we be checking the router for? And what would we be checking the router for? Okay, so, if there's a firewall, then it should I shouldn't have to I shouldn't have to be worried about the app doing anything.
06:00
Speaker 2
uh... uh... uh... The network, okay. Um, what's the model number? And the serial number. Yeah, yes, sir. I'm sorry. Um, the check if you have uh, if it's secured if the firewall is on. But I do believe the firmware, ma'am, that by default firewall is on. Um. Um yes ma'am. Uh... uh... but just a suggestion,
06:00
Speaker 1
Well, according to what I read, it was a legit app, but it must not have been because I don't know what else could have triggered this. Because I did do a search on it, but I don't know. Okay, so when I get home, I will call back with that router information, and then I guess... All right. Okay. All right, but it's... [silence] Okay. Okay. All right, okay, I requested your help. See you soon.
07:00