V2 Rubric Detail — 06b8aaaa-6421-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 16:34
Duration
15m 36s
Contact
Tyler Ely
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132795
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device cannot connect_WHW03
⚠ 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: B — Avoidance/Evasion: Agent avoided responsibility for out-of-warranty device by refusing troubleshooting and immediately upselling new hardware, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any actual troubleshooting, provided technically inaccurate advice, and evaded ownership by pushing a product upsell instead of delivering best-effort support. No resolution path was established, and the customer was dismissed despite clear need, meeting the Avoidance/Evasion auto-zero criterion.

V1 Case Analysis

Customer unable to connect work laptop to Wi-Fi on Velop mesh; device out of warranty. Agent offered $15 paid support or free email guide. No troubleshooting performed. Customer elected to replace system.

Troubleshooting Steps
  • Discussed possible security mode (WPA2/WPA3) mismatch
  • Offered paid-support session or free email guide
Key Observations
  • Agent never verified the router model or accessed the admin UI.
  • No systematic Wi-Fi connectivity troubleshooting (e.g., checking DHCP, MAC filtering, signal strength) was performed.
  • Agent provided vague and partially inaccurate product recommendations and pricing.
  • Warranty status was stated but no formal lookup or case creation was done.
  • Agent incorrectly suggested WPA3 could be enabled on first-generation Velop nodes.
  • Customer was confused about product options; agent failed to clarify or redirect.
Positive Highlights
  • Agent remained polite and professional throughout the call.
  • Clearly communicated warranty status and support options (paid vs. free guide).
  • Offered a self-help option via email, which is acceptable for out-of-warranty customers.
  • Allowed the customer to make an informed decision about upgrading hardware.
Agent Errors / Gaps
  • Failed to collect accurate product model/serial number before providing guidance.
  • Did not follow the standard Wi-Fi connectivity troubleshooting flow.
  • Provided inaccurate information about WPA3 support on an old mesh node (WPA3 not supported on WHW03 or first-gen Velop).
  • Did not create or reference a HappyFox case number.
  • Gave confusing, unrelated product suggestions instead of focusing on the connectivity issue.
  • Failed to confirm customer's access to router admin interface before suggesting configuration changes.
  • Misrepresented firmware update availability and security mode options for legacy hardware.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; closed by suggesting customer buy a new system without fixing the current problem.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed (e.g., reboot, check router settings, verify password); only asked about VPN and mentioned checking security mode without action.
R3 Not Met Correct resolution path conf 95%
Agent dismissed out-of-warranty device and immediately pivoted to upselling new hardware instead of providing best-effort troubleshooting as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms systematically, skipped diagnostic questions beyond one about VPN, and did not isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no access to router UI, no verification of Wi-Fi settings); relied solely on customer description despite needing confirmation.
T3 Not Met No misinformation conf 94%
Agent incorrectly suggested switching to WPA2/WPA3, which WHW03 (first-gen Velop) does not support; also inaccurately claimed no firmware updates available when WHW03 still receives updates.
Communication
C1 Not Met Clear & professional language conf 93%
Call had long silences, no clear framing, abrupt transitions, and agent lost control by allowing conversation to drift into product sales without structure.
C2 Not Met Confirmed understanding conf 92%
Used technical terms like 'WPA2/WPA3' and 'firmware updates' without checking understanding; did not adapt to customer’s clear frustration or simplify language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent created a record but abdicated ownership by refusing free support due to OOW status and pushed customer toward purchasing new equipment instead of resolving issue.
O2 Not Met Proactive follow-through conf 94%
No specific next steps given; only vague pricing estimate ('around a hundred dollars') and no timeline or ownership of resolution path.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted because proper L1 troubleshooting was skipped entirely.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent ignored customer’s statement of three-day struggle and offered paid support without empathy or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 94%
Agent maintained scripted tone despite customer’s emotional state, failed to adjust pace or engagement, and pushed upsell over problem-solving.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and device details multiple times; agent added unnecessary friction by introducing paid support and product upsell instead of streamlining fix.
Call Transcript25 turns · 28 lines
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 issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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 issue. To hear more about your service options, press two. To hear these options again, please press star star. If you've had a positive experience, please press nine and share your thoughts. Your feedback is appreciated.
00:00
Speaker 1
I'm sorry to hear that. How are you? I'm calling because my work laptop will not connect to the Wi-Fi network.
01:00
Speaker 2
Press eight. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Hi, thank you for calling Lenosis technical support. This is Rio. How can I assist you for today.? [silence] Oh, I do apologize, sir. You have this issue. Ma'am or sir, if this is the first time you are going to connect your work laptop to the Wi-Fi or internet, or it was working fine before. Uh, first time. [silence] Uh, just to confirm, sir, may I
01:00
Speaker 1
Hang on, one second. Can you hear me now? Yeah. there is a VPN but it's not on at this time. At least, yeah. I can connect via ethernet, I just can't connect Wi-Fi.
02:00
Speaker 2
I know if you have a VPN in your working laptop. I'm sorry, sir, the line is getting in and out. I am unable to hear you right now. Okay, got it, sir. That's much better. Yeah. You've mentioned again, I just want to double check. Do you have a VPN in your working laptop? Okay. Perfect. All right, good. Uh, so just to confirm, are you connected? Are you trying to connect to the Wi-Fi or via an ethernet cable. Okay. Thank you. May know what's the model of your device? is or is it your laptop, sir?
02:00
Speaker 1
No, no, the, no, the number, yeah, yeah, this, I'm, so, this is my, my parents' house. Okay, but the. Yeah, give me one second. So, we have this mesh V-lob system. This is my parents' house. I just moved back home. So that's that's why you don't have a a number for me because technically everything's under my parents' name. But the serial number is, uh, yep, it's two. Well, I, I'm giving you the serial number to the one that's hardwire to the modem, but it's, uh, 2 0 J 1 0 C 6 B.
04:00
Speaker 2
It's okay, sir. It's okay. I'm going to create a I'm going to create a record for you first in the system. Uh, can you confirm to me, sir, what's the serial number of your Linksys device? Go ahead. Uh-huh. Mm-hmm. It's okay, uh, since you're the one we're speaking with. Great. Sure, go ahead. You have the serial number. Uh-huh. Mm-hmm.
04:00
Speaker 1
766107. 3 total uh Spectrum oh yeah Tyler T Y L E R and then Ely E-L-Y uh well I'll give you the one that's tied to the Linksys account which is uh Tammy T-A-M-M-Y [silence] [silence] [silence] and then her email address which is T A M M Y K U N W at gmail.com.
05:00
Speaker 2
Okay. How many in total of linked devices do you have there, sir? WHW servers. Mail is your internet service provider. Okay. I'll create a record during the system. I know your first name and last name. How about email address? Any email address will do.
05:00
Speaker 1
ELE. ely5915. at gmail. okay Yeah, that's correct. My work laptop, my phone is connected, my parents' laptop is connected, our other phones are connected, it's just my work laptop. So when I go, when I go to connect, the Wi-Fi shows up, the available network shows up to my Wi-Fi, I click it, I type in the password, it says checking network requirements, checking network requirements and it says can't connect to this network. And I troubleshooted with my, uh, helpdesk for like three hours. They updated all of my hardware and everything. So we think now the problem is something with the router.
06:00
Speaker 2
Okay. Just to confirm, if by chance you are going to connect your laptop to the Wi-Fi, like, is there an error message showing? [silence] Okay. All right. Now, sure, I was able to create a record for you in the system, however, based on our records here, the warranty of your product has already been expired. And just to set the proper expectation that we no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one-time phone support lasting only for 60 minutes, but there would be a fee for that, and that's $15. If by chance you don't want to pay $15, it's okay. We can still have a free option for you, wherein I can send only a troubleshooting guide for you in your email and how you can try to check your network settings or your network mode in your router so that you can switch it
07:00
Speaker 1
I mean honestly I've been dealing with all this for the last three days and we can't get it figured out so I would like it I would like to get it taken care of immediately now um the $15 isn't a problem my only thing is um you know I'm not really gonna be looking to spend to pay $15 if we don't actually solve the issue.
09:00
Speaker 2
Changing it to WPA2 or WPA3 so that your newer devices will connect to your network. That's for free through email, but which one do you prefer? [silence] Oh yeah. Just set proper expectation sir, if by chance you wanted to continue with troubleshooting with us through the phone, via the paid support, I cannot guarantee sir that I can resolve the issue. Does then again, there might be, we will be, encounter some problems with.
09:00
Speaker 1
So, it-it could that could be the issue is because they're old. [silence] It's in in WPA. It's in WPA 2. No, it's not. Yeah, it's not. And it doesn't show up as an option. I've already tried to switch it. It only has WPA 2 and WPA 2 slash WPA mix.
10:00
Speaker 2
routers there because you no longer have for more updates with your router or your link device because this this is part of our first generation nodes meaning to say aside that we don't have uh we don't manufacture this device we don't have also firmware updates for this. So we might be having. Uh that's one of the reasons sir but it's not a guarantee 100% that that's all the reasons behind. Then again what i can only do is i can only check if the security mode of your device is in the proper or in the correct way so that your other devices will be connected to the router. WPA 2/ WPA 3 sir. You can switch that. Hmm.
10:00
Speaker 1
So my guess is that's probably that these are old, correct? [silence] How old are they? [silence] Okay, so it's eight years old um and with a new laptop how much are the um new nodes? How much are the new nodes?
11:00
Speaker 2
Yes sir that's part of the oldest nodes or router. Let me check. So your device, sir. It's almost it's already eight years old, sir. Yes. Um, I cannot. [silence]
11:00
Speaker 1
[silence] [silence] Okay. I want the Linksys mesh Wi-Fi system ready. As the newest device [silence] as the newest one, um, the Velo Micro 7 dual band. Which, which one's the, which one's the, the newest and best ones?
12:00
Speaker 2
I can, I can let you know the exact amount, how much it cost wrote because we no longer uh well devices here, but you can check the products to Amazon, Walmart, Best Buy and Target. They're the one selling this link S. But it might be around, it depends on the uh device they're trying to purchase, but the uh newest device is cost around a hundred dollars, 70, 100 dollars. Yeah, all our mesh already, sir. That's one of the newest, sir.
12:00
Speaker 1
Okay, which ones do we have? Just the Velop? Okay. And you said which one is the best one? The pro. Okay, the VALO micro seven dual band. So if I buy a new one a new mesh system, I'll have trouble shooting, right? For a year, what?
13:00
Speaker 2
developed Pro 7 sir the MBE 7000 that's the WHW03 yeah device the Pro 7 yes yeah you have a free troubleshooting sir device
13:00
Speaker 1
Okay. Okay. Okay. All right. I'm gonna – I'm gonna buy – uh – do you think I need the – the newest one or – uh – could – uh – you know like the six be good enough for the newer laptops? Um Develop Pro 6E. Okay. Let's see, let me – let me write that down. MX 6200GT.
14:00
Speaker 2
three years for the pro pro develop pro 7. So, yes, you can you can just purchase here uh MX 6000 develop pro 6. VV.
14:00
Speaker 1
6 E. Okay. All right, thank you. I'm going to buy a new one and then, uh, hopefully, we'll see how that works. You too. Bye. Oh, sorry. Give me one second.
15:00
Speaker 2
[silence] [silence] All right, thank you so much sir. You have a nice day ahead. Bye bye for now. Hello sir, you can now release the line. Mhm.
15:00