V2 Rubric Detail — 1e37fe64-6062-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 22:09
Duration
16m 12s
Contact
Danny Kromstrom
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132329
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 (6 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp0.71/5
Overall32.4% (-25.6)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, incorrectly described LED behavior (citing 'solid white' on a model that doesn’t use it), and relied on ISP speculation without tool verification. While ownership was maintained and communication was clear in parts, the lack of technical accuracy, empathy, and proactive support left the case unresolved with no path forward established during the call.

V1 Case Analysis

Customer reported both WHW03 nodes solid red after possible power event. Out of warranty. Declined paid support. Sent email with troubleshooting steps. Advised to check ISP and use support.linksys.com.

Troubleshooting Steps
  • Asked customer to describe LED status on both nodes
  • Noted one node briefly turned solid white before going red
  • Asked if there was a power outage or ISP interruption
Key Observations
  • Agent misheard serial number initially but corrected it after customer confirmation
  • Agent stated WHW03 is out of warranty without verifying via system lookup
  • Customer confirmed internet is working on other devices, contradicting agent's ISP-focused narrative
  • Agent used unprofessional language ('duh') during the call
  • Agent introduced paid support before performing any meaningful troubleshooting
  • Agent offered email support and self-help resources as a valid closure path for out-of-warranty decline
Positive Highlights
  • Correctly interpreted LED behavior (solid white indicating prior internet connection)
  • Offered to email troubleshooting steps after paid support was declined
  • Directed customer to official support.linksys.com and AI bot as self-help resources
  • Maintained a clear path forward despite lack of active troubleshooting
Agent Errors / Gaps
  • Failed to verify serial number accurately at the start of the call
  • Prematurely introduced paid support before validating modem or WAN status
  • Did not confirm customer's internet status despite claim that other devices work
  • Did not attempt basic triage steps (e.g., power cycle modem/router, check cables)
  • Used unprofessional language ('duh') during the call
  • Failed to create or cite a HappyFox case
  • Did not verify warranty status via system lookup

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical outcome — only suggested ISP issue and offered paid support without completing troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed — no power cycle, no WAN cable check, no login to router UI, no speed test; agent jumped to ISP blame without evidence.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified OOW status and offered both paid support and free email steps, but failed to provide best-effort troubleshooting during the call despite being expected for OOW cases.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent recognized solid red as no internet, but did not ask diagnostic questions about modem status, WAN connection, or perform any verification — root cause not established.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — agent did not attempt to guide customer to check router dashboard, run speed test, or verify WAN link; relied solely on verbal LED description.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that 'solid white' means the node briefly had internet — WHW03 uses Intelligent Mesh LED logic where white is not a valid state; solid red = no internet, and white is not used on this model.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected serial, name, and email, but allowed long silences, failed to set clear expectations, and did not control the flow when customer was confused.
C2 Met Confirmed understanding conf 94%
Agent used simple language, repeated information clearly, and confirmed customer’s preference for email instructions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, did not transfer, and committed to sending troubleshooting steps via email.
O2 Not Met Proactive follow-through conf 92%
No specific timeline was given for the email; no follow-up commitment or callback scheduled — only a vague promise to send steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope for L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, did not acknowledge customer frustration or effort, and maintained a transactional tone throughout.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s disorganized speech or confusion; no comprehension checks beyond basic repeats, and failed to simplify steps.
X3 Partially Met Overall experience conf 88%
Agent avoided re-asking already-provided info and offered to email steps, but did not reduce effort by guiding through reset or diagnosis during the call.
Call Transcript21 turns · 26 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 Regilnksus.com. Please have your device serial number ready. For assistance Press 1 now for out of warranty. Sorry. Please have your . Thanks you for calling linksys, this is eyes. How can I help you I'm sorry to inform you, sir. We do not speak French. Only English.
00:00
Speaker 1
The setup Wi-Fi the name or the Call number. Yes, I got it. I got it. Yes, I got it. It's two, O G, like Joyce. One, C, like Kira. Six, B like Bravo. Seven, seven, three, seven. Seven, seven, eight, seven, three, eight, four, five.
01:00
Speaker 2
I, I, I, I, I, I, I, I, I, can you provide me, so the serial, serial number of your, Linksys, router, call, serial number, look underneath your, router, the, serial number, okay, uh, let me verify again, the serial number is, 20 J for John. Yeah. Oh, uh, John, Julia, right? Like Charlie, Seaford, uh, huh. All right. So this serial number is the serial number of one of your links, is what up? Uh, model w HWO3. Uh, May, I know how many links is product you have?
01:00
Speaker 1
yeah, exactly. I just figured out the other one. Let me see. Yes, the same. The one is plugged. Yeah, the, the one is red. It's not flashing. It's red. Yeah, exactly. They want, the one is connected to, directly to my modem and the, the, the supply is red. Yes, one, one second. I will plug it.
03:00
Speaker 2
Okay, so you have two W H W 0 3. And what color of the light, your LED? solid red. That is the one that's connected to your modem. All right. What about the other node, the one that's wirelessly? [silence]
03:00
Speaker 1
can you hold on one minute, please? 30 seconds, I will just go in my office to plug in the other one. So it starts to be blue. [silence] It's flashing. It's blue. There. Yeah, Calvin? It's flashing blue, the other one. [silence] Okay, so I do nothing right now.
04:00
Speaker 2
Well that's normal because when you plug it in your nose, it will start to blink it means they're still booting up, so let's uh wait for it slide to space steady yes just wait for it slide to Stay steady. Stay steady because we cannot determine if it's disconnected or not because it's still flashing blue. That means it's still booting up or starting up. Did you, had a power outage or an internet service interruption? So, you had a power outage or an internet service interruption? So, your nose just got disconnected. So, your, If there is silence, it will show this: [silence]
04:00
Speaker 1
Yes. I just look up, um, minutes. Exactly. We don't have a cutting service. Yeah. Yes, is Danny. D like uh Denver. A like Avalanche an like Nevada an like Nevada. Why like yellow? Danny. My lifetime is coming from. K like
06:00
Speaker 2
Without having a power outage, your internet service interruption, your node, your node just suddenly. So your node just suddenly get disconnected. All right. I'll create a record for you. May I know your name, sir? Danny. Can you spell your name? Danny. All right. And your last. All right, Danny. What about your last name. P-R-O-M-O-N-S-T-R-O-M Strom. Alright, Danny Stromstrom. May I know your email address? Yeah, uh, since data said, infol, I-N-F-O. I think. So info, it's E for Edward and for Nancy.
06:00
Speaker 1
Geo, TNT. yeah, but right now, the one that's connected to my uh, um, router is flashing red. The Other one, uh uh, let me just- one minute, set this in the other room. It's flashing, also red, so the both flashing red right now. Yeah, but only for like 30 seconds.
10:00
Speaker 2
okay um you check your child nodes uh the one that is wirelessly connected and you stated that is solid red while the other one is solid red they're both flashing red uh you mentioned a while ago that one of them turn solid green okay the one that turn solid green you're referring to the one that is wirelessly connected is it uh the one that is
10:00
Speaker 1
is the one connected to my modem? yes, it's blinking red. okay. me...
11:00
Speaker 2
So, if it turns solid white, then it means that it got an Internet connection from your modem for a while for for a bit, and then it got disconnected again, because it's blinking red now. So, I think, duh, yes, I think the issue with your modem is is your Internet connection stability. Because a while ago it turned solid white. So maybe you have to contact your Internet service provider, asked them if they have an outage or Internet service interruption. [silence] But, uh... if you want, we can do a reset... and we configure both your notes. But, uh, that, uh... uh, I cannot guarantee that, uh, you will be able to... uh, get, uh, your internet connection back, because... that will rely heavily or depend on your... internet service provider, if they have, uh, an internet... because it may be that, uh, your internet service provider had an outage, or... an internet service interruption on their end, so that may be the reason why your notes, uh, got disconnected.
11:00
Speaker 1
you hold the line because I just restart my uh mother now we'll figure out if there's some issue because we spell to them and said no we have if no problem with the connection everything is fine because we have internet we have uh on le branched on did you when we study the field yes you have no more going to
13:00
Speaker 2
All right. All right, okay. Danny, before we proceed with troubleshooting your nodes, I'll update you first of your Linksys product warranty status because upon checking on our systems, it appears that your Linksys product model WHW0 is already out of warranty. So, therefore, uh, uh, it means I cannot provide you free technical support unless.
13:00
Speaker 1
OK. We try to figure out, because we don't want to pay a damn because we know that sucks and But there, I don't have any device, so maybe that's it too, huh?
14:00
Speaker 2
You applied for the paid connect service. The paid support, that will cost you 15 USD for me to walk you through the steps on how to reset and reconfigure your nodes. But as I've mentioned before, there's no guarantee that we could, get your nodes connected back online because it will depend on your modem or your internet service provider if they're providing you or supplying you internet. [silence] If you don't want to apply for the paid connect service,
14:00
Speaker 1
Okay, we will figure out online. Thank you very much. That's fine. So yeah, you can send me the email please and I will figure out online what to send you.
15:00
Speaker 2
We have the email support. I can send you the troubleshooting steps guideline to your email, and that is free. You could, you can also access our site support.lingxist.com and use our Lingxis AI Agent or support bot in our site, which you can consider trying by using that. So, you prefer the email? Yes. All right. I'll send you the email to your, I'll send you the troubleshooting steps guidelines to your email. And as I've mentioned a while ago, you can also.
15:00
Speaker 1
Okay, thank you. Thank you. That's perfect. Thank you. Bye bye Thanks, bye.
16:00
Speaker 2
also use our Link CIS enterprise. You're welcome. Thank you for calling Link CIS again. Danny and take care. Have a great day. Goodbye.
16:00