V2 Rubric Detail — 00621fd2-6b3e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 17:49
Duration
8m 0s
Contact
Rudy Rios
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133944
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided full troubleshooting by citing out-of-warranty status prematurely, despite expectation to provide best-effort support for OOW devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform required troubleshooting for a solid red child node, skipped critical diagnostic steps (including modem test and correct LED verification), and provided factually incorrect technical information. By citing out-of-warranty status to avoid support, the agent violated the OOW best-effort standard, constituting avoidance. No resolution was achieved, and the customer was left without real-time assistance, resulting in an Unresolved outcome with auto-zero for evasion.

V1 Case Analysis

Customer reports solid red light on WHW-03V child node. Agent advised reset, offered paid support, and will email step-by-step instructions. No fix confirmed.

Troubleshooting Steps
  • Collected model number (WHW-03V) and serial number (M31827063).
  • Advised to hold the reset button until the LED turns off, then release when blue appears.
  • Suggested waiting 2–3 minutes for the node to restart.
Key Observations
  • Agent incorrectly described post-reset LED color as 'pinkish red or magenta' — contradicts KB which states solid purple for WHW03 series in setup mode (led_intelligent_mesh_consumer.md).
  • Skipped critical upstream checks (modem/WAN test, parent node status) per velop_wifi_connectivity.md Step 2 and Step 4.
  • Prematurely escalated to paid support before completing basic troubleshooting or confirming customer access to web UI.
  • No validation of reset outcome or attempt to re-pair during call.
Positive Highlights
  • Correctly identified product family as Velop and collected accurate model and serial number.
  • Provided correct reset procedure: Holding reset button until LED turns off, then releasing when blue appears.
  • Offered to send follow-up email with instructions, providing a self-help path after paid support declined.
Agent Errors / Gaps
  • Incorrect LED interpretation: Claimed post-reset state should be 'pinkish red or magenta' (KB: solid purple for WHW03 series).
  • Incomplete troubleshooting: Skipped Step 2 (modem test) and Step 4 (parent node check) from velop_wifi_connectivity.md.
  • Premature escalation: Offered paid support before confirming customer could access web UI or perform basic checks.
  • Failed to verify reset outcome: Did not confirm LED changed to solid purple or attempt re-pairing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical outcome; only offered to send email instructions after incomplete troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential troubleshooting steps: never verified parent node status, WAN cable connection, or LED meaning; failed to follow documented WHW03 red-light procedure (reboot modem, check internet at modem).
R3 Not Met Correct resolution path conf 96%
Agent prematurely cited out-of-warranty status to avoid troubleshooting, violating OOW best-effort standard; should have performed full reset and re-pairing steps before mentioning paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify root cause; did not ask if parent node had internet, check WAN connection, or verify ISP service — critical omissions for a red-light diagnosis.
T2 Not Met Appropriate tools / resources used conf 93%
Agent relied solely on verbal description and skipped using the most basic diagnostic tool: checking internet connectivity at the modem via direct cable test, which is required per KB.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: stated post-reset LED would turn 'pinkish red or magenta' — no such color exists in WHW03 LED schema; correct state is solid purple.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but had unexplained silences, repeated confirmations, and failed to set clear expectations at start.
C2 Partially Met Confirmed understanding conf 89%
Agent used technical terms without adapting for customer's vision difficulty; did not confirm understanding of reset steps despite customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 98%
Agent clearly stated an email with instructions would be sent within 3–5 minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used polite language but did not acknowledge customer's frustration or repeated effort; empathy was transactional.
X2 Partially Met Tone & rapport conf 88%
Agent maintained tone but did not adjust pace or language for customer’s visual and cognitive challenges.
X3 Partially Met Overall experience conf 90%
Customer repeated serial number and LED description multiple times; agent could have documented and referenced instead of re-asking.
Call Transcript16 turns · 16 lines
Speaker 1
your link so I'm trying to get some information on how to fix a red light on the node on the
00:00
Speaker 2
the 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, please have your devices 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. [silence] Hello, thank you for calling linksys technical support. This is Shaham. How can I assist you with today?
00:00
Speaker 1
VLAB system I have six, so this is a child, no, no. Um, no, it's kind of hard for me to read. Um, the model number is a looks like WHW-03V-20J-20.
01:00
Speaker 2
I see, right. The red lights are, is it on the main node or the child node? How many nodes do you have? So it's the child node. Can you tell me what's the model number and the serial number of this child node? All right. How about the serial number?
01:00
Speaker 1
M31827063. Uh it is Verizon. Right now it's in the same room. So I unplugged it from where it was because it was red light and I had watched a video that said to take it closer to the parent node. Um and so I unplugged it for 30 seconds. I I unplugged it from from the room that it was in, brought it into my room where the the parent node is at, uh plugged it back in and then tried to let it re- kind of like reset itself and then it just continues to stay red. Solid red. Where is the router? And I don't know but you're right to unplug it and power it off and wait 30 seconds. Okay. And then do I plug it back in? And then you plug it back in and it should be right next to the router. Do you see a red light? Yes. Well, that's good. What brand is it? I don't know. Oh well, then it's Amber. So then try a different Ethernet cable. Okay. A different cable. Um what color did you say? Amber. Amber. How'd it look like? Amber. Amber. Okay. And you say it's connected to the Verizon router? I believe so. Uh maybe try unplugging the router for 30 seconds. It won't hurt anything else. This one? Yeah that's fine.
02:00
Speaker 2
Got it. Thank you so much for for providing me with the information. And also sir may I know is your internet service provider? Verizon. And how far this child node sir from the main node? Mhm hmm mhm. ^{[silence]}
02:00
Speaker 1
I did not know. I just tried to plug it back in. Yeah, I think so. I can't really see it. My eyes are not that good.
03:00
Speaker 2
Um, did you press the reset button, sir, or you just unplug and plug it in? You did not, all right. Let me just get up and see if I - Also, just to confirm the serial number is 20M79066-350318-27063. So, so when you plug it in, the closer to the.
03:00
Speaker 1
When I plug it in, it gives me a solid blue, and then it starts blinking from blue and then it goes to a red and then a solid red. Beep
04:00
Speaker 2
The light status or the light color of this child node, does it blink until it turns to solid red, or when you plug it in, it's just a solid red automatically? Mhm. I see, I see, Benevol. So for you to reset this router, you need to connect it back to the network. You need to reset this child node by pressing hold the reset button until the light went off, and release once the blue light is showing. [silence]
04:00
Speaker 1
Holding the reset button until what happens, okay, the light's off.
05:00
Speaker 2
And then the child note is three to six feet away from the main node, correct? All right, so next we're checking. Until the light went off, sir. And released once in the blue light is showing. All right. I just released the reset button and wait for 2 to 3 minutes until the device is when starting up and the light status should change to a pinkish red or a magenta color. And also, sorry, based on the record here with this model number and the
05:00
Speaker 1
Okay, yeah, if you want to send me the email, that's fine. [silence] Sure. It's R-I-O-S. [silence] J.
06:00
Speaker 2
What's your Australian number that you have? This device was already out of warranty. And for the out of warranty device, sir, I do apologize, but I could not provide a free troubleshooting over the phone. However, if you insist, I can provide a onetime non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. But you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that you will do. However, sir, if you don't want to proceed with the payment, what I can do here is I could send you an email instead on how to connect it back to your network. And also, you may consider trying our Linksys AI agent for guidance and it is free of charge. Which one would you, [silence] can you provide me the best email of a Mlagas? Thank you. Sorry for me to send it to you. [silence]
06:00
Speaker 1
Oh, okay. R-R-7-7 at AT&T. Yeah. Okay, it's a Rudy Rios. It's a magenta. Okay, let me see if I got that. Okay. All right, thank you. Thank you.
07:00
Speaker 2
all right jitter.fuck yeah okay and can you provide your first and last name also sir mm-hmm. got it thank you so much Rudy so what's the light says now sir uh alright so it's already on the setup mode so I will send you a step by step instruction on how to connect it back to the network alright since it's already on the setup mode. So expect an email from Mr. within three to five minutes after we end the call alright thank you so much sir and have a good one bye for now
07:00