V2 Rubric Detail — 12ea2ba0-69e4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 00:32
Duration
40m 8s
Contact
Mary Joe Goodman
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133697
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.38/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall92.7% (+20.7)

V2 Grader Summary

The issue was resolved technically through correct cable reconnection, but the agent failed to follow OOW protocol by requiring payment before providing troubleshooting that should have been offered as best-effort. Empathy was generic and customer repeated information unnecessarily. While the problem was fixed, the support path violated the expectation to assist out-of-warranty customers with meaningful troubleshooting before monetizing support.

V1 Case Analysis

Customer reported no internet after ISP outage; cables were interchanged causing red LEDs. Guided to reconnect modem cable to correct WAN port (first port above reset button on WHW03); LEDs turned green and connectivity restored.

Troubleshooting Steps
  • Collected model (WHW03) and serial number.
  • Asked customer to gather all nodes together and power them on.
  • Identified that the modem Ethernet cable was plugged into the wrong port (LAN instead of WAN).
  • Guided customer to reconnect the cable to the correct WAN port (first port above reset button on WHW03).
  • Confirmed solid green LEDs and restored Wi-Fi connectivity.
Key Observations
  • Agent offered paid-support before confirming a simple wiring issue.
  • Warranty status was correctly identified as out of warranty.
  • The core issue was a mis-plugged modem cable (LAN instead of WAN), which was resolved quickly once identified.
  • Agent’s communication was occasionally unclear and repetitive, but the customer understood the final steps.
  • Technical guidance was accurate: correct port identification (first port above reset button on WHW03) and LED interpretation (red = WAN issue, green = resolved) per KB.
Positive Highlights
  • Identified and corrected the cable mis-connection (LAN instead of WAN), restoring service.
  • Confirmed the fix with the customer before ending the call.
  • Apologized for earlier confusion and maintained a polite tone.
  • Correctly interpreted LED behavior: red light indicated WAN issue, green confirmed resolution (per KB).
  • Accurately directed customer to use the WAN port above the reset button on WHW03 (per KB).
Agent Errors / Gaps
  • Pushed paid-support service before completing basic troubleshooting.
  • Did not verify warranty status before offering a paid service (though system indicated out-of-warranty).
  • Collected model/serial information with repeated clarification, causing unnecessary delay.
  • Prematurely processed payment before any troubleshooting, creating risk of customer frustration if fix was simple.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are solid green and devices are working; agent verifies resolution and closes with confirmation.
R2 Met Diagnostic thoroughness conf 96%
Agent guides customer to gather nodes, check LED status, identify incorrect cable placement, and correct port connections, leading directly to resolution.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identifies device is out-of-warranty but immediately pivots to paid support without first offering best-effort troubleshooting; only after payment does agent proceed with free diagnostic steps that resolve the issue. This inverts the required OOW standard: best-effort first, then paid option if needed.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies symptom (red LED), asks about cable connections, determines root cause (interchanged WAN/LAN cables), and corrects it.
T2 Met Appropriate tools / resources used conf 94%
No advanced tools (logs, remote access) were needed; issue was resolved through basic visual and physical diagnostics consistent with KB.
T3 Met No misinformation conf 97%
All technical guidance (modem to first port, printer to second, LED interpretation) is factually correct and aligns with KB documentation.
Communication
C1 Met Clear & professional language conf 93%
Agent collects model/serial, explains warranty status, presents options, transitions to troubleshooting, and maintains control despite audio issues.
C2 Met Confirmed understanding conf 95%
Agent uses plain language, confirms understanding, adapts to customer’s confusion, and repeats instructions clearly.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the case end-to-end, does not transfer, and follows through on resolution after payment processing.
O2 Met Proactive follow-through conf 95%
Agent sets clear next steps (gather nodes, check LEDs, swap cables), confirms completion, and validates final outcome.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff; this is a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted; agent correctly determines issue is resolvable at L1 with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent apologizes for line issues but does not acknowledge customer’s frustration over the outage, repeated effort, or technical difficulties; empathy is transactional, not personalized.
X2 Met Tone & rapport conf 94%
Agent matches customer’s pace, allows time for movement, checks in frequently, and adjusts tone to maintain engagement.
X3 Partially Met Overall experience conf 93%
Customer had to repeat information (e.g., name, email) during payment processing that was already provided; agent could have used previously stated details to reduce effort.
Call Transcript47 turns · 52 lines
Speaker 2
welcome to linksist 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 dot Linksys dot com. please have your device serial number ready. for assistance, press one now. for out of warranty product, 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] [music] [silence]
00:00
Speaker 1
This message has been transcribed. One moment, while I notify the caller. this message has been transcribed. One moment. While I notify the caller. Hello? Hello? Hello. Yes. Yes. How are you? Um, I'm
13:00
Speaker 2
[silence] Thank you for calling Linksys. This is Epi. How could I help you? Thank you for calling Linksys. This is Epi. How could I help you? Hello? Hello, May. Hello? Hello. Good evening. This is Epi from Linksys. How could I help you, ma'am? I'm good. How about you?
13:00
Speaker 1
Good. I had a problem today with our internet, and I have a Linksys system and, um, Spectrum was offline today, had a problem. But then, when they came back online, my Linksies is not working. I just got off the phone with Spectrum and they gave me your number and to tell them, and they said to tell you that everything is online with them, but I can't figure out why my why my routers aren't working, my linksie. Correct.
14:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay, all right. So, you lost signal from Spectrum, and right now, the Lynx it's not working. Okay. So, there's probably a need for us to check on your router settings, ma'am. Could be that your router is not communicating properly with your modem. So, can I have first the model number and the serial number of your Lynx device? Just try to look underneath it.
14:00
Speaker 1
I did. Hold on. I got it on a pad of paper. I was just waiting for you to call. Hold on. Okay. The serial number is 2-0-J, as in JAM. The serial number is 2-0-J, as in JAM. 206-0, B as in boy, 852185. Correct. Uh huh. I see a MAC. There's a Mac number.
15:00
Speaker 2
Okay, let me verify that. That's 20 J for John, 2060 B like boy, 852185. Correct. Okay. Let me just check the serial number. And do you see any model number?
15:00
Speaker 1
Um, there's a recovery k. There's a pass W. There's a serial number. There's a me. Oh! No, it's just um, Lynks L I N K S Y 5 or F. Just your name. I'm looking at one of them. Let me go let's see the main one. That's let me go. [silence]
16:00
Speaker 2
all right no uh do you see anything that says WH on the router starts with the WHW not on the sticker try to look at the front try to look at the front if you see their model number [silence]
16:00
Speaker 1
I'm trying to... Yes. Gotta go see... trying to go see... the one in that office [silence] oh um there's no... that nothing on it. Just the stickers in the inside. Let me look [silence]
17:00
Speaker 2
Sure, So you don't see anything that says WHW 0.
17:00
Speaker 1
Set up name, Designer California, China. Link C, model number WH...I got it, okay. It's WH, W-O-3-V-2. Mary, Mary. Joe, J-O...Goodman. Eight, 10-4 94. What address? Goodman. Yes. Goodman is my last name. Yes. That's okay. Mary. Joe is my first name.
18:00
Speaker 2
Okay. That's it. Okay, got it. All right. Thank you for that. And then, ma'am, let me create a record. Can I have your name? First and last name. Email address. Oh. Okay. Your name is Mary-Jo, right? All right. And your good then is your last name. Okay, sorry. And yes. All right. And then, gave your mailing address.
18:00
Speaker 1
[KEEP_UNCERTAIN] Goodman, G-O-O-D-M-A-N 1 1 six two at Gmail.com. I'm not quite sure a while. I cobbled, probably a couple years. I don't think so. I'm not sure. I don't think so. I don't know. Are you with me? That's okay. [silence]
19:00
Speaker 2
your email? Okay, thank you for that. And uh how long have you been using this device? What's your like, this link device? Like how many years? Can you still recall? Is it more than three years, three to four years? Yes. I'm still here, sorry about that. Okay, how many uh how many Linksys devices you have in total, ma'am? How many WHW03? Um,
19:00
Speaker 1
I have one, two, three. Three. three. Right. Right. Okay. All right. Okay.
20:00
Speaker 2
three okay three total okay all right okay so yes as i have mentioned earlier uh yeah since you've uh you've lost connection from your modem so there's a need for us to reconnect your nodes your uh especially the parent node um the the main node the one which is connected to your modem yes so probably there's a need for us to check on that and ma'am upon checking um here in our system your link this device this w hw-03 is already out of warranty okay that's based on our system and yeah the three tech
20:00
Speaker 1
Hello, are you there? Hello? Yes, are you there? Hello, are you there? Hello? I can now, off and on. Don't lose me, please.
21:00
Speaker 2
Service man is non-refundable. Okay. So, how would you like us to proceed? Hello? All right. Yes, can you hear me okay?
21:00
Speaker 1
I can. Yes. That wasn't. You had gotten to a point that you felt that my device was out of warranty. Okay.
22:00
Speaker 2
All right, ma'am. I apologize for that. It seems that there was a problem with the line. So, can you hear me okay now? Good. All right. Good. So, I was actually saying earlier, saying something earlier and I thought you were listening, but you were not able to hear me. Okay. Good. Yes. Actually, the device is already out of warranty. I was about to say that. And that just means ma'am, you're no longer covered for free technical support. However, we can give you two options for out of warranty devices. You can go to our website, which is support.linksys.com. That's the website. It's for free. You have their list of articles and how to set up this device.
22:00
Speaker 1
Yes, fine, I'll pay fine for it, yes okay
23:00
Speaker 2
You can also take advantage of the AI tool at the bottom right. So you can ask our AI agent how to reconfigure this hardware WHW03. And aside from that, I can also send you an email. Okay, there are instructional videos from the email. So you can manually add or set up your ParRot node as well as the child node. So that's the first option. Second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes. All right? So there will be [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. And that paid connect service ma'am is non-refundable. So if ever your device is... Okay. You'll go for the $[REDACTED_PAYMENT_DIGITS]? Okay. All right, not a problem. So let me just process first the transaction, okay?
23:00
Speaker 1
[silence] sure. Okay. yeah. it's a visa? Mary M-A-R-Y J-O G-G-O-O-D-M-A-N. four four zero zero six six three eight four zero seven two five one two four ten of twenty seven nine one three
24:00
Speaker 2
And what's the card number please? Uh-huh. Uh-huh. Uh-huh. And the expiration, how about the security code? Okay. Just give me one to two minutes ma'am, let me just process this.
25:00
Speaker 1
Perfect. Correct. Yes. And if you drop the call, you'll call me right back?
26:00
Speaker 2
A copy of the receipt will be sent to your email. Okay? So again, the email address is goodman.g.o.o. G-O-O-D-M-A-N1162 at gmail.com. Is that correct? Okay. Yes, definitely. And your phone number is 727-430-0276, right?
26:00
Speaker 1
[silence] [silence]
27:00
Speaker 2
Okay. All right. So I just sent the email mail. So now I'm going to resume the recording. So we can we can start the troubleshooting. All right. Can you hear me. Okay. All right. Okay. So we'll start first with your um main node, the one which is connected to your modem. Okay. Can we go for yeah, can we go to that node? And Miss Mary Joe, since you've lost connection on all nodes, can we gather all your nodes together in one place. Just make sure all the nodes are, I mean, all the the other two nodes are close to the parent node. So uh Yes. Can we yes. Can we? Yes, please.
27:00
Speaker 1
okay hold on one second well how do I plug that then I'm in there I'm course right and oh so I can take the I can take the white cord out the Ethernet cord there's the white cord in that it is connected to a Zen well
28:00
Speaker 2
[KEEP_UNCERTAIN] he's can we bring them all together just make sure they're like at least five to six feet away from the main note and just just no court just the power that came with it the power adapter just power what where is that white cord connected man city that your uh Oh, I see. All right. We'll just have to disconnect that for um temporarily, okay? Uh come again, ma'am? No, no. I think that was a uh uh a creep in the system. Oh, no one who are you? Dip.
28:00
Speaker 1
You want me to plug it in, correct? Yeah. Okay, five feet away. I'll be fine. Another fog. Okay, first fog. Okay. All right. So I'll bring it close to here. All right, and I got to get the other one. It's been a bad technical day today. Started with my email not working. Just one of those days, but nothing works. Yeah. slice, right? Okay. And the same thing, I have this plugged in some kind of router thing. So I'll unplug it.
30:00
Speaker 2
Richelele. Yes. Yes. Just plug it in. Yeah, it was a drill, ma'am. Mm-hmm. [silence] [silence] Sorry about that. [silence]
30:00
Speaker 1
Okay. I'll put you on the here. Oh, I can plug the wrong thing. See? So this is the lights. Okay. Sorry, I was thinking it's single, it's not so easy already I'm trying to untangle it all like. Okay. All right.
31:00
Speaker 2
just let me know, ma'am, if they're all plugged in, okay, and they're-they're all turned on.
32:00
Speaker 1
You think there's just three of them. It's not one in our bedroom, right? Yeah, same thing. More information. Okay. Okay. They're all turned down. Yeah. Yeah. Yeah. Yeah.
33:00
Speaker 2
okay they're all turned on now miss Mary okay now can you check the main node the parent node do you have the spectrum box connected to the to the main node to the first port is it connected to the first port
33:00
Speaker 1
Yes.
34:00
Speaker 2
And that. That blue cable. is. going to where. okay. So your printer is connected to the main. node. to the parent. node. Hardwired. It's hardwired. What about the. Right. modem? Yes, and it's plugged into which port? Is it to the uh to the one above the reset button? Or. The. yes.
34:00
Speaker 1
it's, it's connected to the one above the reset button, to the, uh, to the left, and then the white cord that goes to the modem is on the, on the left, I mean, on the right. Yeah. Maybe it's Possible my husband was fooling around with it, so it's, it's Possible. They were interchanged red, red, red. Yeah. Mhm.
35:00
Speaker 2
on the right okay when you before before calling us ma'am did you happen to interchange the cables or that oh okay all right right now can you tell me what is the led indicator on the uh on that parent node ma'am try to look at the top what's the uh color of the uh light it's red okay all right can we switch the cable ma'am now please connect the
35:00
Speaker 1
Got it done. Red. It's red. Red. so it's like, if I unplug the the um, the modem, it goes green for a moment and then all of a sudden it turns red if I unplug everything. Now it's
36:00
Speaker 2
Plug the printer to the port on the right.
36:00
Speaker 1
Okay. It's green now. And my mo- my- all three of them are solid green now. They're solid green. Bobby? Check the TV. Check the- Let me get my pen.
37:00
Speaker 2
Mhm. Is it solid? Okay, we need to make sure they're solid green, okay? Not just blinking, but it should be solid green. Okay, can you check your wireless devices, ma'am, if they're all working? [silence]
37:00
Speaker 1
I always heard it okay. Um, let's see. Yes, it's working. Is yours working, Bobby? TV's working. It'll be working, yeah, they're all working. Okay. Mm-hmm. Okay. Perfect. Okay, so now I take these and plug these other pieces back in. for the garbage. Okay. Perfect. Thank you so much. No, best $15 ever spent. Thank you, bye-bye. Thank you.
38:00
Speaker 2
They're all working. Okay. Yeah, so that was the problem, ma'am. You had it interchange. The cables got interchanged. Make sure that the modem is always connected to the first port right above the reset button. Okay. Yes, ma'am. Definitely. Yes. You may relocate those nodes. All right. Thank you for your time, ma'am. So will there be anything else that you need help with? Thank you so much for your time, ma'am. Ebby from Linksys thank you for calling. Have a great night. Bye.
39:00