V2 Rubric Detail — 13c43de2-6fff-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 19:01
Duration
15m 36s
Contact
Mike Kraynak
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134657
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Nodes Disconnected_A0303
⚠ 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: Avoidance/Evasion — agent avoided all troubleshooting and technical resolution, pushing a hardware purchase recommendation without validating the problem or attempting a fix.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed the WHW03 has no firmware support, and recommended purchasing new hardware without verifying the actual issue. No diagnostic steps were taken, no tools used, and no ownership demonstrated, resulting in an unresolved case with clear evasion of technical support duties.

V1 Case Analysis

Customer reported three WHW03 child nodes stuck on solid red; parent node solid blue. Agent skipped troubleshooting, falsely claimed device unsupported due to no firmware, and pushed paid support and hardware replacement. No diagnostic steps performed. Issue unresolved.

Troubleshooting Steps
  • None — agent did not reboot, reset, or check firmware.
  • Agent only confirmed model numbers and LED states.
Key Observations
  • Agent skipped all standard troubleshooting steps (reboot, reset, firmware check) despite solid red LED being a clear escalation trigger per KB.
  • Falsely claimed WHW03 has no firmware available — contradicts KB and public firmware history.
  • Did not verify warranty status or collect serial number before declaring device unsupported.
  • Failed to escalate per protocol despite hardware fault indicators (solid red on multiple child nodes).
  • Recommended hardware replacement instead of diagnosing a fixable issue, misrepresenting support policy.
Positive Highlights
  • Agent correctly identified the model number (WHW03) after customer clarification.
  • Agent acknowledged the parent node has internet (solid blue), showing basic topology understanding.
  • Agent maintained a polite and calm tone throughout the call.
Agent Errors / Gaps
  • Did not perform Step 1 troubleshooting: reboot, speed test, or factory reset (per universal_escalation_guide.md).
  • Falsely stated the WHW03 has no firmware available — contradicts KB and public firmware updates.
  • Did not collect serial number or verify warranty status before declaring device unsupported.
  • Failed to escalate to Linksys support despite solid red LED on multiple nodes — a direct escalation trigger per KB.
  • Did not mention or attempt the 5-press method, which is valid for WHW03 and could generate an LTS ticket.
  • Did not create or cite a HappyFox case number, violating case management protocol.
  • Misled customer into believing hardware replacement was the only option, rather than offering valid support path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to purchase new hardware (MX6200) instead of resolving the blinking red child nodes; no troubleshooting or resolution attempted for the reported issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (e.g., reboot, cable check, firmware verification); jumped directly to suggesting new hardware purchase without investigation.
R3 Not Met Correct resolution path conf 96%
Agent did not verify warranty status, model compatibility, or root cause; recommended replacement over troubleshooting despite no confirmation of hardware failure.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask relevant diagnostic questions (e.g., when issue started, recent changes beyond network name, prior reboots) and failed to identify root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — did not reference local UI (192.168.1.1), firmware check, speed test, or prior case data; relied solely on verbal description.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed no firmware is available for WHW03 (which is false — WHW03 supports firmware updates) and implied incompatibility with Netgear modem without evidence.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent placed customer on hold multiple times and lacked clear agenda, but maintained basic call flow and acknowledged customer input.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical terms (WiFi 6E, firmware) but adapted explanations when customer asked follow-ups; did not fully confirm understanding but responded to cues.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — avoided troubleshooting, transferred responsibility to customer to buy new equipment, and did not act on resolving the issue.
O2 Not Met Proactive follow-through conf 95%
No specific next steps provided — only vague suggestion to 'go shopping'; no timeline, action plan, or follow-up commitment.
O3 Not Met Closure confirmation conf 94%
Agent asked customer to repeat model numbers and did not reference prior interaction details beyond a generic 'email'; no use of case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted; issue was addressed (though inadequately) without escalation path.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent thanked customer and acknowledged information, but offered no genuine empathy for frustration or repeated contact; tone remained transactional.
X2 Partially Met Tone & rapport conf 87%
Agent responded to customer’s clarification requests and paced responses somewhat, but maintained sales-focused tone without adjusting to emotional state.
X3 Not Met Overall experience conf 93%
Customer had to repeat model numbers and explain the same issue twice; agent added unnecessary repetition by asking same questions already implied in context.
Call Transcript22 turns · 24 lines
Speaker 1
Welcome to support. Hi. Hi. I was on with one of your colleagues about 20 minutes or so ago. I have a technical problem with some Lexus children, if you will. [silence]
00:00
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 1 now. For out of warranty products, 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. Hi, thank you for calling Linksys technical support. This is Ryu. How can I assist you for today?
00:00
Speaker 1
That just don't want to do anything but blink red. And I must be doing something wrong, but for the life of me I haven't figured out what the problem is. No, I got the email, but it's but it's there isn't anything resolved. Yeah. If that's if that's what has to happen, I'm happy to do that. [silence]
01:00
Speaker 2
Let me just confirm, sir, are you waiting for the email from the previous technical support? Uh, oh, I see. Okay. Now, uh, you wanted to proceed with the Paysupport. Is that what you wanted to, sir? Okay, all right. Now, sir, before we proceed and had a transaction, sir, uh, just to like set proper expectation that, uh, for out of warranty devices, uh, we cannot guarantee you that we can 100% connect your child node back to your network. And if that happens, sir, we can provide you a refund or a replacement.
01:00
Speaker 1
yes, that's certainly okay. three. [silence] I have one node, one length is node which is hardwired to the computer and then there are three remote nodes. Yes, that is correct.
02:00
Speaker 2
Okay, your replacement for the payment that you've paid for $[REDACTED_PAYMENT_DIGITS] Is that okay with you? Okay, alright, let me pull up my tools here so we can process the payment. How many child nodes are not working? Three of them. You do have a total of three nodes as well? Oh, okay. You have a total of four Linksys devices. You have one parent node that is hardwired. Do they have the same model numbers?
02:00
Speaker 1
um I'm just double checking my model the model number name password recovery lexus I have a hour do wait model number on the one I'm looking at here is uh WH uh I think it's WH hold on the printing is small I have to get my magnifying glass Wait, wait, wait. Stop. What's zero... It's the child mode.
03:00
Speaker 2
Is this a parent node or a child node? Okay. What light indicator shows for this device? Red. Okay, how about the parent node tumor? What's the model number for the parent node?
04:00
Speaker 1
That's showing a solid blue. Yes. Well, all three child models are identical. They're all WH W. Zero three is the model number for all three of them.
05:00
Speaker 2
Okay, and for the remaining two child nodes here. Oh, sorry, hold on. For the parent node, what's the light indicator showing? Okay, solid blue. So it does have an internet for the parent node. How about the two child nodes here? What are their model numbers? Okay, alright. Just hold the second here.
05:00
Speaker 1
I, I, I can. There's, there's just one, uh, factor which, which may or may not have a bearing on this situation. Uh, all of, all of the system has been working flawlessly for years. But the one thing that is recent as a change in my system is that, um, I'm now, as, for, for a really, uh, no more than two or three days, I, I now have a new, newly named home network. And so if there's some relationship between these units, uh, looking for the old home network,
06:00
Speaker 2
Bear with me, sir, let me just double check, okay? Can you give me, sir, just, uh, two to three minutes? I'm just double checking the product you have. Mm-hmm. Uh-huh.
06:00
Speaker 1
work and not no longer finding it because it doesn't exist. this this it may have something to do with the issue, but I just want you to know that that concomitant with this failure is the fact that there is a new home network that's now that I now have. Okay. Very good. I appreciate that. Yep. Take your time. Yep. You're welcome.
07:00
Speaker 2
Oh, uh, that's actually not a problem, sir. Uh, that's okay. Uh, it will really not affect what you what the new uh network that you have right now. Cause once we reset your uh linksys device and read it back, it will connect to what is the current uh network setup you have there, okay? Uh, but by the way, thank you so much for the information that you provided me. But, uh, let me just put a call on hold. Just two to three minutes, okay? I'm just going to double check with a product that you have. All right? All right. Thank you, sir. Hello, sir, Mike. All right. So, sir, Mike, I was able to pull up a record for a product that you have here. Uh, unfortunately, sir, I do apologize about this, but the product that you have is no longer being supported for a technical support troubleshooting because I found out that the reason for that is you no longer have any firmware available for the product that you have. Uh, that's actually one of the reasons why you've been experiencing some uh issues with your connectivity of your wireless devices. Because number one, uh, it's not transacting [silence] [in Spanish: "Precisamente"]
07:00
Speaker 1
I understand. OK. And you have a recommendations? 802.11 a/c, 802.11 e, 802.11 7. OK.
12:00
Speaker 2
Any more compatible to your modem that you have for now. Because it's already been a Wi-Fi 7 modem. However, the Linksys devices that you have right now is just Wi-Fi 5. So, troubleshooting, sir, might not work anymore for the kind of product. Now, what I can only suggest to you, you may purchase, ah, different product that is supportive to the modem that you have now. Oh, yeah. Sure, sir. Uh, you can purchase, sir, any uh, any Wi-Fi 6 or 7 Linksys devices. Yes, correct.
12:00
Speaker 1
Okay. Okay. um MX 6200. Um now and it so what is the MX 6200? Okay. Yeah, I'm trying to figure out if I was if if you're saying what uh to work with the netgear modem that I have which is a rear
13:00
Speaker 2
Or you can try, sir, I can provide you a model number MX 6200. That's still linked, sir, but model number is MX 6200. To correct, sir. That's a Wi-Fi 6E link to devices, sir. That's also a node a mesh system, sorry. Mm-hmm.
13:00
Speaker 1
relatively new device. You're saying the Link the LinkSys modules that I should consider replacing would be, I guess they're all this earlier version of LinkSys, so you're saying the MX6200 Series or the are they the modules I would replace? Okay. And if I if I want to purchase, is there do I do that through uh through LinkSys? Okay, just make that note. Best Buy, uh Home Depot, Target. Okay, gotcha. Okay. Um, yeah, let me take that.
14:00
Speaker 2
Yeah, yeah, yeah, yeah, but. Yes, sir. They are actually compatible with your net gear. Uh if you do have a router from net gear, they are compatible with net gear. Uh so you can purchase it there through Amazon, Best buy, Target, or Home Depot. They're the ones selling Lekis devices now. Okay. Target, Amazon.
14:00
Speaker 1
better hour. I do appreciate that very much. Uh, no, not at this time. I, I, I appreciate your help and I, I guess what I'll do is go shopping for those new modules shortly. Thank you. Thank you for your help. Bye bye. Thanks so much. Thank you. Bye bye. [silence]
15:00
Speaker 2
You're welcome, sir. Uh, yeah, anything else that you want me, uh, to assist you aside from this? Well, all right, okay. No other problem? You're welcome, sir. So, again, if you need assistance setting up your device, you can always call SPECTER. We have your record here in the system. Okay? All right. Thank you, sir. You have a nice day. This is for you. Bye-bye.
15:00