V2 Rubric Detail — 15d85666-644e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:56
Duration
14m 58s
Contact
Robbie Jenkins
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132854
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node got disconnected
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall33.3% (-22.7)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting for a recurring red LED issue on a WHW03 mesh node, skipped best-effort steps for an out-of-warranty device, and offered only a paid diagnostic fee and an emailed guide. Despite correct technical facts, the lack of diagnostic process, poor communication, and no resolution resulted in an Unresolved outcome.

V1 Case Analysis

Customer with WHW03 mesh has one node solid red (no internet). Out of warranty; agent offered $15 diagnostic and emailed a guide. No fix achieved.

Troubleshooting Steps
  • Identified LED meaning (red = no internet)
  • Checked warranty status via serial number lookup
  • Offered paid diagnostic and promised to email a guide
Key Observations
  • Agent did not perform any on‑call troubleshooting (e.g., power‑cycle, reset, re‑pair) before offering paid support.
  • There was confusion about the number of nodes and the exact nature of the problem, and the agent did not ask clarifying questions.
  • The agent correctly identified the meaning of the red LED and warranty status, but the call ended without confirming whether the issue was resolved.
Positive Highlights
  • Collected essential customer information (name, email, serial, model).
  • Accurately explained the meaning of the red LED and warranty expiration.
  • Offered to send a written troubleshooting guide to the customer’s email.
  • Correctly distinguished between free firmware updates and paid diagnostics for out-of-warranty hardware issues [10:00–11:00].
  • Normalized customer’s email address from phonetic spelling (D A R 1 3 at Yahoo.com) to K133@yahoo.com accurately [13:00].
Agent Errors / Gaps
  • Failed to execute basic troubleshooting steps (power‑cycle, reset, re‑pair) before proposing a $15 diagnostic fee.
  • Did not verify the current internet status of the router or node before concluding the problem.
  • Did not summarize a clear next‑step timeline beyond “I will send the guide”.
  • Did not confirm whether the customer had already tried basic steps like rebooting or checking physical connections (e.g., Ethernet cable to node), missing an opportunity to rule out simple causes [06:00–12:00].
  • Allowed customer confusion about firmware vs. warranty upgrade to persist without clarification, leading to misunderstanding about support eligibility [09:00–10:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red LED issue, offered no troubleshooting, and closed the call by promising only an emailed guide after charging $15.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, factory reset, firmware check) were performed despite the red LED being a known troubleshooting scenario.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device was out of warranty and offered paid support, but failed to provide any best-effort troubleshooting before presenting the fee, which violates OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (red LED = no internet) and asked for model/serial, but did not ask key diagnostic questions (e.g., recent changes, power cycle, firmware version).
T2 Not Met Appropriate tools / resources used conf 92%
No tools (e.g., remote access, admin UI check, logs) were used or offered, even though firmware and connectivity status could have been verified via http://myrouter.local or customer-side checks.
T3 Met No misinformation conf 96%
Agent accurately stated that firmware updates are free, $15 is for out-of-warranty diagnostics, and a red LED indicates loss of internet connectivity — all consistent with KB.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lacked clear framing, had multiple silences, failed to control the conversation, and appeared uncertain, leading to disjointed flow and poor call control.
C2 Not Met Confirmed understanding conf 91%
Agent used inconsistent terminology (e.g., 'towers', 'extenders') and did not confirm understanding or adapt language to the customer’s level of confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and took ownership by committing to email a troubleshooting guide.
O2 Met Proactive follow-through conf 94%
Agent confirmed the email address (K133@yahoo.com) and set a clear next step: sending the guide within five minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
No prior case or interaction history was referenced; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted at this stage, as basic troubleshooting was skipped.
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 did not acknowledge customer frustration over recurring issue or repeated effort; no empathetic statements were made.
X2 Not Met Tone & rapport conf 93%
Agent maintained a detached, transactional tone and did not adjust to customer’s confusion about warranty, payment, or device behavior.
X3 Not Met Overall experience conf 92%
Customer had to repeat name spelling and email address multiple times; agent failed to reduce effort or streamline data collection.
Call Transcript27 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 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. 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 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. To hear these options again, [silence]
00:00
Speaker 1
Oh. Thank you. Um, I'm calling because um, one of my um Linux systems standards um, keeps like popping up red for some reason. I don't know why. Um, and I don't know if they're
01:00
Speaker 2
press 8. 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. 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. okay. Thank you for calling linksys. My name is Scott Gerald. Okay. What is the serial number and model number of that? Yes.
01:00
Speaker 1
220 J10 C6690 2952 would the model number be like MAC address or would you? Oh, nevermind, nevermind, nevermind. It's WHW03. All right, hold on. Um, my first and last name, I believe everything would be under Robert Jenkins. Robert Jenkins, bdb
03:00
Speaker 2
You can see sweet model number Got it What's your first name and last name? Hmm yeah how do you spell that your first name and last name
03:00
Speaker 1
I E J E N K I N K R O B B let me make sure I'm doing this right here second second second
04:00
Speaker 2
Mm-hmm. And what's the email address?
04:00
Speaker 1
It's going to be rob L. Gietz. Let's see here. Double B. at aol.com. Say that one more time. We got two.
05:00
Speaker 2
I don't know. Who's the ISP. You got three nodes, total, right? Three towers. Link sys. You got three nodes total, correct? Or two? Two. All right.
05:00
Speaker 1
Yeah. Yeah, that tower is blue. It's like a bluish green, like turquoise, sea green type color. But this one is just going straight red. And it's been having this problem since the last time I called and we update, upgraded it on like a yearly thing or something like that. And it was, well, not yearly, but it was like an annual thing. I don't know exactly when it, how many years it was for. I think it was like three or something like that for it to be upgraded. And we just, we, we updated the firmware because, um, I say, last time we called when we had this problem, it was like, uh, they were saying that, oh, um, it was basically like time to basically upgrade or, uh, make a payment. So,
06:00
Speaker 2
Do you mean the firmware? You updated the firmware or the router itself? Uh, okay.
06:00
Speaker 1
We have upgraded. And we did it for like a three-year thing. I think they'll have like a three-year, eight-year or something like that.
07:00
Speaker 2
[KEEP_UNCERTAIN] [silence]
07:00
Speaker 1
So, it's out of warranty, and we did- do you have the receipts, basically, for when it was- when- when we just did that? Because we are- we- we did this like last- last year, or the beginning of this year, fixing it. So, and I don't think it was for a single year. Uh-huh.
08:00
Speaker 2
Functionally, it's out of warranty. And for out of warranty devices, we charge $15 for diagnostic. Non-refundable. So, I'm just looking at the result of the serial number right here. Based on the serial number, the warranty will expire November 2, 2022. Now, if you have the receipt, we can update the warranty. Don't you have the receipt of this one? [silence]
08:00
Speaker 1
Speaker 1: My question is that whenever we made the payment, would it went to like one tower only one tower? Or do we would have had to make a payment for each tower? A separate payment for both towers. Speaker 2: Yeah, that's what I'm saying. And we paid we paid like it was it was like a a $[REDACTED_PAYMENT_DIGITS] and something payment. And we paid that like last year. And that's why I'm saying it doesn't it doesn't make sense to me how the warranty is up when we just paid to upgrade it last year. Speaker 3: Yeah. And when I ask about how we pay last year for the upgrade, but then when we get it it's expired right away, it's kind of doesn't make sense to us.
09:00
Speaker 2
I'm sorry, I'm confused because, wait, what payment? it should be one time. and. Just to upgrade. wait, wait. last year. So, you upgraded the firmware and you paid $[REDACTED_PAYMENT_DIGITS]?
09:00
Speaker 1
Something like that. Yeah, it was, it was like we did a upgrade because I guess the warranty or it was either the firmware or it was a complete like warranty upgrade or something like that. I don't, it was some type of upgrade that I remember. And because we had problems, issues dealing with the Wi-Fi because the, the, uh, the routers, I mean, the, uh, extenders wouldn't connect, um, at all. So, I called and we we had made that payment on that day. And now it's back to what it was doing originally and we just upgraded last year, which is why I'm saying, how could a warranty be up?
10:00
Speaker 2
i would i I see, I think I understand now, but I would have understood if you upgraded the router, not the warranty, because the firmware, if that's what you're trying to say, you updated the firmware and you paid $300, that's not possible here in LinkSys, we we don't charge to upgrade the firmware.
10:00
Speaker 1
[silence] Okay, so. Okay, so so if it's free, then it's why is it $15? Uh, okay, so uh, all right so if I were to pay $15 now it would just get fix. Okay, so it, all right so if it works and the light is just changing red, what what what does that mean? Is that there need to be like a reset on y'all's end.
11:00
Speaker 2
it's free. it's part of the support. No, the $15 is for assistance because your device is out of warranty. We don't charge for firmware. depends. If your router is still working and no hardware issue, then yes, we can make it work but if it's a hardware issue, we cannot fix that. It's a hardware. No, we don't see your router right now. We cannot reset your router right here. So, bringing it [silence]
11:00
Speaker 1
Okay. So if it's disconnected from the internet. I'm a little confused on how if it's connected to the router or not. Also the other one is that's where the confusion comes from. Because they're both linked to the same yeah. They're both linked to the same the same router. Which is why I'm confused why one extender is blinking red and the other is blinking green. Well not blinking but lighting up green. It just suddenly happened. Yeah. It just started lighting up read.
12:00
Speaker 2
in red means it's disconnected from the internet. So the first one is connected. Right. Is it... Right. Is there any changes you have made recently or it just suddenly happened? That it turns blinking on it. Something's... Right. So something's wrong with the probably channel or the firmware, but then again, we don't charge for firmware updates.
12:00
Speaker 1
Okay. So, okay. Is there a possibility that she could send it to a secondary Email? Uh, D A R 1 3. The number 1 3 at Yahoo.com. [silence] Uh, so, you sent me, this step document.
13:00
Speaker 2
however to do troubleshooting uh... again we'll charge fifteen dollars this this yes unless you want to do it yourself i can send you the guide and how you can add it back to your network i got your email right here the email you provided yeah sure uh... what's your email uh... bitnet all right to that again is D is in David A R J is in juliat E and K
13:00
Speaker 1
Yeah. Okay. Uh, no, that's, that's really all because, you know, I don't know why it's a reoccurring problem going on, but I mean, I'll get it. I guess I'll get it figured out. Mm-hmm. All right.
14:00
Speaker 2
Okay? K133@yahoo.com, right? So I'm gonna send it to you. Give me five minutes. I'll get the- the troubleshooting guide. It's gonna be the same if we're gonna do it here. Don't want to So um Alright, um So I'm gonna um You have other questions? Alright, okay. Well, if there nothing else, and If I'll just send you the the guide, okay? Five minutes once we end the call. All I'll have to do is. Thanks so much for understanding. I'll take you there bye bye.
14:00