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F-2387Detected Sep 30, 14:25 UTC

Wi-Fi calling isn't working on my Samsung.

Found in v3.4 · device-troubleshooting v3.0 on device-troubleshooting · Device troubleshooting

Missing contextMediumOpenClaude Sonnet 5.5

Model answer vs gold answer

63% of model-answer words appear in the gold answer

Model answer

support-assistant v3.4

Make sure Wi-Fi calling is turned on under Settings > Connections > Wi-Fi Calling and that VoLTE is enabled.

Gold answer

Human-verified · device-troubleshooting

Turn on Wi-Fi calling under Settings > Connections > Wi-Fi Calling and make sure VoLTE is on. Wi-Fi calling also needs a registered emergency address in My Harbor; without it the feature stays inactive.

  • claimFlagged by the judge as unsupported or contradicted

Retrieved context

bge-m3 · hybrid (BM25 + dense, RRF) · top 3 passed to the generator

1 of 3 retrieved chunks are relevant · gold passage at rank 7

  1. 1

    Wi-Fi calling and VoLTE

    Turning on VoLTE · kb-device-117 · v2026.09

    Relevant
    Enable VoLTE in network settings.
    Similarity0.88
  2. 2

    Calls drop or will not connect

    Network mode · kb-device-124 · v2026.09

    Not relevant
    Use automatic network mode.
    Similarity0.74
  3. 3

    No mobile data after a software update

    Reset network settings · kb-device-102 · v2026.09

    Not relevant
    Reset network settings if calls fail.
    Similarity0.71

Judge verdict

LLM judge · Claude Opus 5.5 · rubric v3

0.55

rubric score · pass threshold 0.70

Answer is correct but incomplete: the emergency address requirement (kb-device-117 › Emergency calls over Wi-Fi) was not retrieved.

Diagnosis

Missing context · Device compatibility tables

Root cause

The emergency-address section is phrased around 999/112 calls, not 'not working'.

Suggested fix

Add a summary chunk per article listing prerequisites.

Playbook: missing context

A relevant article exists but was not retrieved, or was only partially retrieved.

Detection signals

  • Context recall below 0.7
  • Gold passage outside the top 10
  • Generic or hedged answer where gold is specific

Common fixes

  1. Add customer-phrased synonyms and regional terms to query expansion
  2. Increase k for long-tail intents or add a second retrieval pass
  3. Fill knowledge-base gaps, then re-index
  4. Escalate when no chunk passes the relevance threshold

Activity

1 event · 0 comments

  1. Relevant ·

    Detected by support-assistant v3.4 run and labeled missing context