V2 Rubric Detail — 0b629842-70ae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:53
Duration
10m 55s
Contact
Ethan Betzoldt
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134781
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall60.4% (+4.4)

V2 Grader Summary

The agent correctly handled warranty status and offered follow-up options but failed to perform any troubleshooting, leaving the Wi-Fi outage unresolved. A critical error in recording the customer's email address undermines the promised support, resulting in unnecessary customer effort. Despite proper ownership and technical accuracy, the lack of diagnostic action and communication flaw lead to an Unresolved outcome.

V1 Case Analysis

Customer reported parent WHW-03 node blinking red and no Wi-Fi. Agent verified model/serial, stated out-of-warranty, offered paid Connect service, then provided email instructions after customer declined paid support. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number and model.
  • Verified warranty status (out of warranty).
Key Observations
  • Agent did not perform any basic troubleshooting (power cycle, reset, LED check) before offering paid support.
  • Agent incorrectly recorded the customer's email address (memasiq@gmail.com vs. ethanbettsill@gmail.com).
  • Initial model identification was confused (WHV W03V2 vs. WHW-03).
  • Agent did not follow KB guidance for blinking red LED (adjacent_device_setup_scenarios.md), which recommends power cycle or factory reset for hardware faults.
  • No attempt to diagnose whether the issue was a simple power/backhaul problem before escalating to paid support.
Positive Highlights
  • Collected serial number, model, and customer name promptly.
  • Maintained a polite and professional tone throughout the call.
  • Offered a free self-help email guide when the customer declined paid support.
Agent Errors / Gaps
  • Failed to perform standard troubleshooting steps (power cycle, reset) before upselling paid support.
  • Provided an incorrect email address to the customer.
  • Did not verify warranty status via system lookup — relied solely on customer-reported age.
  • Pushed paid Connect service without first attempting a free fix.
  • Did not follow KB guidance for blinking red LED: failed to instruct power cycle or factory reset (adjacent_device_setup_scenarios.md).
  • Did not confirm if the issue was a simple power or backhaul problem before declaring hardware fault.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No resolution achieved during call; agent offered only email instructions without performing any troubleshooting or reset steps.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic troubleshooting (e.g., power cycle, checking WAN connection) and immediately defaulted to warranty status and paid support without attempting diagnosis.
R3 Met Correct resolution path conf 94%
Agent correctly identified WHW03 v2 as out-of-warranty, explained support options (paid Connect or free email), aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent asked about outage history and which node failed, but did not investigate root cause (e.g., modem status, LED meaning, firmware) or perform logical diagnostics.
T2 Met Appropriate tools / resources used conf 89%
No tools required for the path chosen; agent used warranty lookup and email follow-up appropriately given the OOW context and customer disengagement.
T3 Met No misinformation conf 96%
All technical information provided (warranty duration, reset necessity) was factually accurate per KB documentation.
Communication
C1 Met Clear & professional language conf 93%
Agent opened call professionally, collected required data, maintained structure, and closed clearly despite customer hesitation.
C2 Met Confirmed understanding conf 87%
Agent used plain language, confirmed spelling, and avoided jargon; communication was accessible and clear.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up instructions.
O2 Partially Met Proactive follow-through conf 92%
Agent stated they would email instructions, but misspelled the customer's email (memasiq@gmail.com vs. ethanbettsill@gmail.com), risking failed delivery and extra effort.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite but did not acknowledge customer frustration about losing Wi-Fi or express empathy for the urgency of the issue.
X2 Partially Met Tone & rapport conf 85%
Agent maintained formal tone but did not adapt to customer’s stressed state or check understanding after key steps.
X3 Not Met Overall experience conf 94%
Agent recorded incorrect email address (memasiq@gmail.com), forcing customer to either correct it or not receive the promised guide.
Call Transcript18 turns · 20 lines
Speaker 1
Hi there. I just called you all to, because we have an issue with our routers not sending out any sort of signal. So, I had to hang up because my mom called. So we just need our, we just need our Wi-Fi back, but the routers are not working at the moment. [silence] Yeah. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your 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 I, Sokenahopi. I'm sorry for asking, can you provide me start the serial number of your router? [silence] Let's see, are you are you ready? Prepared. [silence] OK.
00:00
Speaker 1
Of course, uh, 20 J. 20 M. 33 B. 264 86. Mm-hmm. Yep. Mm-hmm. Yep. Yep, that's correct. Uh, we have two. Uh, we have two.
01:00
Speaker 2
all right let me verify again the serial number is 20 j for John 20 m for Mike 33 B for boy 26 48 and then six that's correct all right and how many links this product you have sir are there 3 2 or 1 2 and what's the model of this links product
01:00
Speaker 1
Said the model, okay, I have the model number right here. WHV, uh, W03V2. Oh, that sounds about right. Uh, sorry. What was... Could you repeat that? That's... Oh.
02:00
Speaker 2
Yeah, the model. WHW-03. Okay. So you have only two links, Linus, WHW-03. One parent node and one child node. Right. Oh. How about how long have you been using these? Linus nodes. How long have you been using these nodes? When was the first time you set it up? [silence] 2020.
02:00
Speaker 1
I, I'm, I don't, I don't remember. I want to say around five years ago. Uh, yeah, yeah. We just cannot, uh, yeah. We just seems like one of them's gone out for some reason or we just can't connect to the Wi-Fi. Uh-um, I'm not exactly sure what happened. I was out of the house and this happened. I'm I'm just my mom be doing this.
03:00
Speaker 2
[silence] All right. So you've been using it uh for five years, almost five years and nothing wrong with it. It's just that right now, one of the nodes got disconnected or you can't connect to your Wi-Fi. [silence] Okay. So
03:00
Speaker 1
Um, uh, I'm currently holding the Parent Node, so, and that seems to be out. Okay. Um, and when I, uh, Yes, right now, um no, before I called y'all before I called y'all, the, uh, light was blinking red. Now it's, uh, off.
04:00
Speaker 2
Yeah. Uh, can you tell me which of the nodes uh got disconnected? Is it the parent node, the one that's connected to your internet provider modem, or the wirelessly uh node? Cloud nodes. So the parent node is also. Uh, So the parent node was blinking red prior to calling us. So since the parent node or the main node that's connected to your modem is already blinking red and automatically your child node, the one node that is wirelessly connected, uh, could also be [silence]
04:00
Speaker 1
I could go check it right now, but silence, okayuhuh I don't know where the uhuh I can't real huh I don't know where the child node went, but uh silence usually it's in that one spot. Now it's gone, but I think, uh, no, think we just, uh, fix issue with the parent node, it should be fine. So, do I need hit the reset? Hello, my name's Ethan. uh, E, T, H, A, N. uh, B th so uh, B E T, L D G, yep.
05:00
Speaker 2
But, well. Yes. Yes, so, okay. Hold on. I'll create first a record for you, sir. May I know your name? Can you spell your name, sir? E-A-T-H-A-N, Eathan. And your last name? D-E-Z-O-L-D-T-A-L-D-I. Alright, thank you, Ethan.
06:00
Speaker 1
do you want my email address or my parents's email address? Uh, yeah I okay it's um Ethan Bettsill at Gmail dot com all uh it's all lower case and uh there's no period so no Spectra will
07:00
Speaker 2
Email address. Hmm It would be better if it's using you're the one calling so that we can send an an email to your personal email If we ever So your first name Your first name and last name ethan bet salt at gmail.com Or All right Thank you Ethan and who's your internet service provider? So, you didn't have a power outage or internet service interruptions? Because one probable cause why your parent node's light starts to blink red is that it gets disconnected from internet connection. So, it could be an internet outflow or a power outage that got your node disconnected from its connection to your modem. But anyway, no worries, we can do a reset and reconfiguration on your parent node. But before we proceed on that I have to update you first on your Lennox product warranty status because
07:00
Speaker 1
Okay. Uh, let me call y'all back just because I I don't feel comfortable
09:00
Speaker 2
Because, as you've mentioned, you have this nodes five years ago, and this product model, WHW03, has a limited three-year warranty. So it's already out of warranty. So I could not provide you free technical assistance. If you want me to walk you through the steps on how to reset and reconfigure again your parent node, then you will have to apply for the paid Connect service, which will cost you $15 US dollars. Okay. Ethan, yes, Ethan, if you don't want to uh apply for the paid Connect service, we have the email support. So that is why I asked for your email address.
09:00
Speaker 1
Okay. yeah, that, that'll work then. Yeah. Okay. All right. Thank you. Goodbye.
10:00
Speaker 2
because just in case you don't want to apply for the paid support, I can just send you the guidelines on how to reconfigure your parent node via email and it's free. All right. So, just to confirm, your email address is memasiq@gmail.com. So, I'll be sending all right. I'll be sending the guidelines on how to set up again your parent node to your email. So, just check your email. All right. So, that would be all. Okay. Thank you for calling, Lenix. You're welcome. It was a pleasure to assist you. Thank you for calling, Lenix. Ethan, take care and have a great day. Goodbye.
10:00