V2 Rubric Detail — 21ead14e-70ac-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 15:40
Duration
8m 42s
Contact
Brent Hatter
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134778
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by incorrectly citing warranty status and pushing paid support, violating OOW best-effort standards.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting on a WHW03 mesh node with a red LED and connectivity failure, incorrectly claimed live support was unavailable due to warranty status, and directed the customer to paid service without attempting free best-effort support. No diagnostic steps, tools, or meaningful next actions were provided, resulting in a complete failure to resolve or progress the case.

V1 Case Analysis

Customer reports red LED on WHW03 mesh node after new ISP/modem; out of warranty; offered paid support and emailed Wi-Fi Fixed guide; no troubleshooting performed.

Troubleshooting Steps
  • Advised that the mesh system should be reset and re-configured.
Key Observations
  • Agent did not perform any concrete troubleshooting before offering paid support.
  • Warranty status was stated without verification of serial or purchase date.
  • Only generic advice (reset/reconfigure) was given; no step-by-step guidance for the red LED issue.
Positive Highlights
  • Correctly identified the product model (WHW03) after customer provided it at [06:00].
  • Clearly communicated out-of-warranty status and set expectations for paid support.
  • Offered to email a relevant self-help guide to the customer.
  • Collected customer contact information including callback number and email.
Agent Errors / Gaps
  • Skipped basic troubleshooting (LED checks, power-cycle, node reset) for mesh node red light.
  • Offered paid support without first attempting standard self-help steps.
  • Did not capture a complete serial number or confirm the customer's email address format.
  • Provided no specific configuration instructions for the WHW03 mesh system.
  • Failed to verify access to router settings or confirm customer's ability to perform resets (credential/environment handling).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red-light issue or re-establish connectivity; only offered a paid service and a guide without executing any resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, 5-press, LED check, web UI access) were performed despite clear symptoms (red light, failed connection).
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated OOW status as a barrier to free support, violating the OOW best-effort standard by refusing troubleshooting and immediately proposing paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause (e.g., pairing failure, firmware mismatch, modem handshake) and asked no targeted diagnostic questions beyond serial and ISP.
T2 Not Met Appropriate tools / resources used conf 94%
No use of diagnostic tools (e.g., web UI at http://192.168.1.1, LED status interpretation, factory reset, 5-press method) despite their necessity for mesh node issues.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated live support is unavailable due to warranty status and suggested a $15 paid session, which contradicts Linksys’s documented OOW best-effort policy.
Communication
C1 Met Clear & professional language conf 92%
Agent set expectations about warranty and support options, maintained control of the call flow, and provided a clear closing.
C2 Partially Met Confirmed understanding conf 87%
Agent used basic language but overused phonetic spelling and did not confirm customer understanding of technical steps or next actions.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated responsibility by directing the customer to paid support without attempting any troubleshooting, despite OOW best-effort obligation.
O2 Not Met Proactive follow-through conf 94%
Next steps were vague (‘call back if needed’, ‘check email’) with no specific action plan, timeline, or ownership commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and the issue did not meet escalation triggers (e.g., hardware fault, complexity beyond L1).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized for warranty limitation but did not acknowledge the customer’s frustration with the red light or failed setup experience.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a neutral tone but did not adapt to customer confusion or simplify instructions for clarity.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and model information multiple times due to agent’s failure to capture it correctly on first pass.
Call Transcript16 turns · 17 lines
Speaker 1
I've got a I just do it had a new router and Wi-Fi extender added but not an extender but a new Wi-Fi and router. added it at my home and my Linksys system, um, is not connecting to it. I've got a, I've got a weak signal. Yes. And I've plugged my, I've plugged that into my Linksys mesh, mesh system, uh, the, the develop, um, develop, um, system, and, um, I've got a continuous red light. Yes. Yes. It's Brent, B-R-E-N-T, Hatter, H-A-T-T-E-R. [silence]
00:00
Speaker 2
Okay. what do you mean? You have a new internet service provider and a new modem. But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name, sir.
01:00
Speaker 1
Yes. 317, 408, 3625. Brent. Hatter. Pike Fire.com. No, Pike. P-I-K-E Fire F-I-R-E.com. Yeah.
02:00
Speaker 2
okay you're Brent hater so it's H-A-T-T-E-R in your callback number in your email Brent S-E-R at H i k e okay so let me just verify it using phonetics Brent to its B for boy, r for Robert, E for Edward, N for November, h for Henry, R for Robert, C for Charles, I for intelligence, E for Edward, N for November, R for Richard, E for Edward at hykefire.com [silence] you can also contact me at nine three six five zero three four zero seven four
02:00
Speaker 1
yeah it is Brent I think you got the last letter it's B-R-E-N-T T as in Thomas okay correct uh in my mesh system I have three uh there's three stations okay um yeah let me flip it over um yeah the serial number is two zero J one zero F
03:00
Speaker 2
Yeah. H A T T P R. linksys routers. do you have in total? So you have three linksys devices. Can you please provide the serial number of the parent node or the main router range?
03:00
Speaker 1
Hey,
04:00
Speaker 2
Okay. That's two, zero, J for Juliet. one zero C for Charlie, six seven nine zero seven six five. Okay, so the model number of your Linksys device server, or can you please provide the serial number? of your Linksys router, again, because it seems like there's a missing digit number.
04:00
Speaker 1
OK. Yeah, it's that, that is the number. I've got, I've only got three nodes to this, um, this, this, the six, 765. last four numbers. Yeah. 6765. [silence]
05:00
Speaker 2
The main router, the main router from Linksys. Yeah, but is it. Yeah, but is it 20G10C 6790765. six, seven.
05:00
Speaker 1
Um, the model type, um, I don't see a model number. Oh yeah, yes, it is a I see it now. It's a WH W 03. Yes.
06:00
Speaker 2
So the model number of your link systems devices are whw. Is it? Whw. Yes. It is actually labeled underneath or on the bottom.
06:00
Speaker 1
Spectrum. Yeah, well, let me, let me, is there a direct number I can call you back at?
07:00
Speaker 2
And who is your new internet service provider? [silence] Now before we proceed Brent, I would like to set an expectation regarding of the warranty status of your link sys devices. Since it indicates in our system that you are no longer under warranty, I really apologize that live support is no longer available for this one. However, we can still assist you setting up your link sys devices again, but you need to pay $15. And it's good for 60 minutes of troubleshooting. Yeah, sure. [silence] You can feel free to call us back Brent. I can also send you our Wi-Fi fixed service guide via email that
07:00
Speaker 1
Okay, bye bye
08:00
Speaker 2
That has a quick and easy solutions for common out-of warranty issues, because this is actually what happened. Since you have a new modem, you have a new internet service provider, your existing mesh system is not being detected by the new modem. So, you really need to reset and reconfigure your Linksys mesh devices. But if the issue doesn't resolve, please feel free to call us back to proceed with the paid support. And after this call, check also your email for the Wi-Fi fixed series guide, okay? So, thank you so much also for your time and have a great day. Bye for now.
08:00