V2 Rubric Detail — 28e51832-6b53-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:20
Duration
7m 39s
Contact
Matious Danial
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133969
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_No Internet Connection
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect support URL (support.Lync.tips.com), which is a confirmed critical failure under rubric item F (Non-Adherence to Brand/Info Accuracy).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication0.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The interaction failed to resolve the issue or provide meaningful troubleshooting. Despite identifying key symptoms, the agent defaulted to paid support without executing best-effort steps for an out-of-warranty device. A critical technical inaccuracy (fake support URL) triggered an auto-zero. Poor communication, repeated information requests, and long silences further degraded the experience, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reported no internet and red WAN LED on WHW03 Velop. Agent failed to troubleshoot, provided incorrect URL (support.Lync.tips.com), and misidentified model as 'ww3 version 2'. Offered email follow-up but no resolution achieved.

Troubleshooting Steps
  • Asked if customer could connect directly to modem (customer confirmed modem works)
Key Observations
  • Agent failed to perform basic WAN troubleshooting (power cycle, cable check, factory reset).
  • Provided incorrect support URL: 'support.Lync.tips.com' instead of 'support.linksys.com' (KB violation).
  • Misidentified product model as 'ww3 version 2' instead of WHW03, leading to potential inaccuracies in guidance.
  • Did not verify serial number or model despite garbled input.
  • No attempt to guide customer through factory reset or reconfiguration steps before declaring the device out of warranty.
Positive Highlights
  • Correctly identified the need to verify modem functionality by asking if direct connection works.
  • Offered the customer a choice between self-help email and paid technical support.
  • Provided a clear next-step (email follow-up) when the customer declined paid support.
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps for no-internet issue (power cycle, WAN check, factory reset).
  • Provided an incorrect and unsupported support website URL ('support.Lync.tips.com').
  • Misidentified the router model as 'ww3 version 2' instead of WHW03.
  • Did not confirm or correct garbled serial number despite clear transcription issues.
  • Did not verify warranty status via system lookup; relied solely on unverified statement.
  • Did not attempt any configuration or reset steps before offering paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved — agent suggested reset and offered paid support but did not restore connectivity or complete troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed direct modem connection worked and identified red LED, but did not guide customer through reset or reconfiguration steps.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., factory reset, WAN setup) before pushing paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet, red light) and verified modem function, but did not pursue root cause like PPPoE settings or firmware.
T2 Met Appropriate tools / resources used conf 80%
No advanced tools were needed; agent used appropriate verbal diagnostics for the issue at hand.
T3 Not Met No misinformation conf 98%
Agent provided incorrect URL 'support.Lync.tips.com' instead of 'support.linksys.com' — a material inaccuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Multiple long silences, disorganized flow, and abrupt transitions show poor call control.
C2 Not Met Confirmed understanding conf 95%
Agent repeated garbled model/serial without correction and used non-adaptive, scripted language despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and attempted to offer solutions — demonstrated ownership.
O2 Met Proactive follow-through conf 95%
Agent clearly stated email with instructions would arrive within 5–10 minutes after call — specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — agent appropriately handled an OOW case by offering self-service and paid support paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent ignored customer’s implied frustration and prior technician visit.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace, failed to confirm understanding, and allowed customer disengagement.
X3 Not Met Overall experience conf 98%
Customer repeated model/serial/email multiple times; long silences increased effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Hello Sam How you doing today? Doin good.
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear, 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. Thank you for calling. Linksys, is this guy? May I help you? Yeah, I'm good, sir. How about you?
00:00
Speaker 1
old units to other units and uh I had my uh internet service moved from the old unit to the new unit and I contacted my internet unit they said the signal was good and strong and they sent over someone to my house to check if the signal is working and the confirmed the signal was working and they said my router, Wingus, is not uh is not doing its thing and it's not sending the signal for the internet. I don't know if they can help me with this one. Correct. No, I'm using a earpod.
01:00
Speaker 2
So basically your concern right now is you don't have internet connection using the Linksys router, correct? So are you using the speaker mode of your phone? Okay. because kind of it's there's an echo like it's like you're inside a cave. By the way, let me just create a record for this. Can I have the model number and serial number of your Linksys router?
01:00
Speaker 1
yes, give me one moment. OK the serial number is g JA James g zero M Michael three three A alpha zero one one nine eight yes. model number is WH Henry WHU
02:00
Speaker 2
Okay. okay. okay. Let me check if I got it correctly. two zero J for John, two zero M for Mary and then three three A for apple zero one one nine eight okay and how about the model number?
02:00
Speaker 1
03b as a vector 2. Spectra red I have three in total, but I just wanna start with this one first and then work my way down with the others yes it should be uh 248 H 20 4 123 First name is Mathius. M-A-T-I-U-S Last name Daniel D-A-N-I-E-L
03:00
Speaker 2
Okay. And who's your internet service provider? Uh, okay. Oh. And, um, what is the color of the light of the main node that you have, sir? It's red. And how many nodes do you have? Okay, okay. All right. And can I have your phone number to complete your record? Uh huh. Okay. All right. How about your um, email uh, first name and last name? Uh huh. Okay. How about.
03:00
Speaker 1
Um, I have three. Um, Let's try, M A T E OS 9 6 9 6 at YAO dot com. Yes, yes. Correct. Correct. Yes, we actually have a technician. [silence]
04:00
Speaker 2
Okay, thank you for this information. And again, your device is a ww3 version 2 and your main concern right now is you lost internet connection using this router, correct? And the light on the parent node, the one that's connected to Spectrum is color red, correct? Okay. So, have you tried connecting your computer directly to the modem without the LinkSys to verify the connectivity from the Spectrum modem if the modem is working?
04:00
Speaker 1
I'm coming from university and then they had a direct connection from the modem to the device and then it worked just fine.
05:00
Speaker 2
Okay, okay, that's good. So in that case, sir, the Linksys router needs to be uh reset and then um reconfigure, okay? All right. But before we start for any troubleshooting, sir, um let me just inform you about the status of your Linksys device. Um, it shows it here that your Linksys router is already out of warranty and complimentary phone support is no longer available. Okay? But you don't need to worry about it, sir. We do have options for out of warranty Linksys device. Our first option is you can take full advantage of our AI tool that can be found on our website, and that is support.linksys.com. Okay? And our second option is I can send you an email to a v
05:00
Speaker 1
[silence] OK. Let's do option two. See what's over to my email so I can just take a look at orders. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [sound] [silence]
06:00
Speaker 2
Your link that you can follow on how to reconfigure the settings of your router to communicate back to Spectrum. Okay? Our third option, this is a one-time non-refundable technical support that the troubleshooting will last up to 60 minutes. This is our paid connect service and that is that will cost you $15. And this, this paid connector, if the device is not felt defective after the troubleshooting, there will be no refund or replacement, okay? And there's also no guarantee that we'll be able to fix the issue. Okay? So which options would you like to proceed, sir? Okay. Okay. No problem. Okay. The email where I can send it is [silence] M-A-T-E-O-S@Mycharter.com.
06:00
Speaker 1
Correct. uh, sounds good. Okay. Thank you. goodbye.
07:00
Speaker 2
okay so just wait for the email so like five to ten minutes after we end our call so that I can pop up the email okay okay and again you may also check our a I tool in our website that's support.Lync.tips.com okay alright so thank you for calling Lync this is Carla have a great day thank you you're welcome. Goodbye
07:00