V2 Rubric Detail — 0f03bac4-74c5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 20:48
Duration
7m 10s
Contact
Bella Solis
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135402
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected_WHW03

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall56.9% (-15.1)

V2 Grader Summary

The agent correctly identified the node as out-of-warranty and offered appropriate options, but no actual troubleshooting was performed, leaving the customer's connectivity problem unresolved. Call control, professionalism, and ownership were solid, yet the lack of diagnostic steps results in an overall unresolved outcome.

V1 Case Analysis

Customer reported a non‑working Velop WHW03 V2 node, out of warranty. Agent verified serial/model, informed out‑of‑warranty status, offered paid support or free email troubleshooting, sent email. No further troubleshooting performed.

Troubleshooting Steps
  • Verified serial number
  • Verified model number
  • Checked warranty status
Key Observations
  • Agent did not attempt any basic mesh node troubleshooting before offering paid support.
  • Warranty status was declared without confirming purchase date or warranty documentation.
  • Customer was provided a self‑help email but the issue was not verified as resolved on the call.
Positive Highlights
  • Collected serial number and model information accurately.
  • Provided clear options (paid support vs free email) and explained the process.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Skipped standard troubleshooting steps (e.g., power‑cycle, LED status check, node pairing) for a non‑working node.
  • Assumed out‑of‑warranty status without a formal warranty lookup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never troubleshooted the non-working node; only offered to send an email with steps.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic questions about LED status, connectivity, or steps were asked; no troubleshooting was performed.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty but failed to provide any best-effort troubleshooting (e.g., reboot, factory reset, pairing steps) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms (e.g., LED color, connectivity pattern), ask diagnostic questions, or attempt to determine root cause beyond 'node not working'.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — no KB reference, no guidance to check firmware, LED status, or admin interface; customer was not directed to http://myrouter.local or any diagnostic step.
T3 Met No misinformation conf 97%
Information about warranty status and support options (paid call or email) was factually accurate and consistent with policy.
Communication
C1 Met Clear & professional language conf 95%
Agent guided the call: greeting, information gathering, presenting options, confirming email, and closing.
C2 Met Confirmed understanding conf 94%
Agent used plain language, asked for name and email, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent handled the entire interaction without transferring and took responsibility for sending the email.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step (email will be sent) and confirmed it was sent before ending the call.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent was polite, used 'ma'am,' thanked the customer, and maintained a professional tone throughout.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, asked for clarification when needed, and kept the conversation friendly.
X3 Met Overall experience conf 94%
Agent collected required information once and delivered the solution (email) without making the customer repeat steps.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Lynxus 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Lynxus product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com.
00:00
Speaker 1
hey, good afternoon. My name is Bella, and I have one of the mesh systems from Linksy. One of the nodes And one of the Nats is not working. I don't know if I am under warranty or not, so I wanted to see if you can help me check and then maybe help me resolve the situation. the node is 20 J 20 Yes, for the node, it's 20
01:00
Speaker 2
Oh, sure, ma'am. Not a problem. Let me double check first the device that you have there, if it's in warranty. Uh, can you provide me what's the serial number for that node?
01:00
Speaker 1
M as in Mary, 3, A as in Apple, a as in Apple, 3, 0, 6, 33. Okay, I have the tag here, so it says kit or the FG number, which one do you need? Okay, let me see, model number. I cannot see the model number. Hold on. Okay, model number. I can hardly see it. I'm sorry.
02:00
Speaker 2
you? Thank you. Ma'am, what's the model number for this device, please? Model number. Is this correct? WH 03? Okay, ma'am.
02:00
Speaker 1
w 03 V2 I believe okay. yes
03:00
Speaker 2
W 03 Okay, yeah, that's correct. Correct one. So, ma'am, for your first concern, you wanted to know if the device is already been out of warranty or still in warranty. Unfortunately, the route the node that you have here is already been out of warranty. Now, just a heads up, by the way, for out of warranty devices, we no longer provide free technical assistance. Now, if you still wanted to use this device, I do have two options for you. I can provide you a 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 still okay. What I can do for you for free is I can send you an email and how you can troubleshoot the device so that you can connect it back to your network. [silence]
03:00
Speaker 1
and I think that email option will work. OK. My what? OK. First name, Bella. B E L L A. Last name, E S M E R A L D A A S 7 3 at a o l.com.
04:00
Speaker 2
that's for free through email. But which one do you prefer? Okay. All right. Now, if that's the case ma'am, before I can send you an email, I'm going to create first a record, okay? Can you confirm to me what's your first name and last name? First name and last name. How about email address? Thank you. And lastly ma'am, what
04:00
Speaker 1
It's called a spectrum. Uh, the mesh that I have has three nodes, so two are working and then this one is not working. Okay. Thank you. [silence]
05:00
Speaker 2
I see you're international internet service provider. Okay. Sure. How many a total of Linksys device do you have right now or you're using? Okay. Got it. Okay. Now, give me just three minutes, let me just finish the record here and I'll send you an email, okay? hold on. Thanks. Thank you.
05:00
Speaker 1
Oh, okay. Can you give me a second second checker to see if it comes through? Thank you. Okay. It came through. Thank you so much.
06:00
Speaker 2
All right. So ma'am, I was able to send you an email. So after our call, you can just try to refresh your email and you'll, you just need to follow that email, okay? Sure. Go ahead, no problem. You're welcome. Okay, thank you so much as well, Ms. Bella, you have a nice day ahead. Bye-bye for now.
06:00