V2 Rubric Detail — 2a7e490a-7bc7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:51
Duration
16m 41s
Contact
Judy Maynard
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136587
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Reconfiguration of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication0.00/5
Ownership1.50/5
Escalation4.00/5
Customer Exp0.00/5
Overall33.1% (-10.9)

V2 Grader Summary

The agent performed limited troubleshooting but failed to use essential tools like the router web interface, prematurely concluded hardware failure, and did not provide clear next steps. While escalation was appropriate upon request, the lack of empathy, poor communication, and incomplete diagnostics resulted in unresolved ownership of the issue.

V1 Case Analysis

Customer reported no Wi-Fi and dead parent node. Diagnosed hardware fault after power adapter swap and reset to solid red. Customer escalated due to communication issues. No resolution achieved.

Troubleshooting Steps
  • Confirmed serial number and warranty status
  • Instructed power adapter swap from working node
  • Advised factory reset of parent node
  • Interpreted solid red LED as hardware fault
Key Observations
  • Agent correctly identified hardware fault after power adapter swap and solid red LED post-reset
  • Agent followed correct troubleshooting steps per KB: power adapter swap, factory reset, LED interpretation
  • Agent failed to acknowledge customer frustration after unanswered questions at 00:14, violating Angry Customer Protocol
  • No model number collected despite being critical for mesh troubleshooting
  • No self-help resources offered (KB articles, support.linksys.com) after warranty expiry
Positive Highlights
  • Correctly diagnosed hardware fault based on no power light and solid red LED after reset
  • Accurately advised power adapter swap to isolate power supply issue
  • Correctly interpreted solid red LED as hardware failure per universal_escalation_guide.md escalation triggers
  • Provided valid workaround: repurpose child node as new parent
  • All technical advice was factually correct and aligned with KB guidance
Agent Errors / Gaps
  • Failed to acknowledge customer frustration after two consecutive frustrated messages (00:14–00:15) — violates Angry Customer Protocol in universal_escalation_guide.md
  • Did not confirm model number, which is required for accurate mesh troubleshooting per KB
  • Left customer without clear next step after diagnosing hardware fault — should have offered KB article or email with instructions
  • Did not offer any self-help path after confirming device was out of warranty

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue (no Wi-Fi broadcast from parent node) was not resolved; the agent suggested replacing the node or repurposing a child node, but no working solution was confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed basic steps (reset, power-cycle, adapter swap), but did not verify modem connection, check for firmware issues, or attempt access to the router UI — key steps missing for full diagnostic.
R3 Met Correct resolution path conf 90%
Agent correctly identified OOW status, still offered troubleshooting, and advised on best-effort path (swap adapter, test hardware), aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (no lights, no SSID) and asked about LED behavior, but failed to ask about modem status, cable integrity, or prior changes — root cause not confirmed.
T2 Not Met Appropriate tools / resources used conf 90%
No attempt to access the router UI (e.g., http://192.168.1.1 or myrouter.local) despite customer having internet via Ethernet — a critical tool was skipped that could have diagnosed configuration or firmware issues.
T3 Partially Met No misinformation conf 85%
Instructions to swap power adapters and factory reset are accurate, but agent incorrectly implied the node was definitively defective after only one failed adapter test — premature conclusion without ruling out other causes.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure; agent did not set expectations, allowed long silences, failed to respond to direct questions, and lost control when customer expressed frustration.
C2 Not Met Confirmed understanding conf 95%
Agent used unclear phrasing (e.g., 'switch it off and on using the switch underneath the save'), did not adapt language, and failed to confirm understanding despite customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent attempted troubleshooting but escalated upon first sign of frustration without exhausting all options (e.g., UI access, firmware check), suggesting avoidance of deeper engagement.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided; agent suggested using another node as parent but did not guide setup process or confirm if customer could complete it.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Customer explicitly requested a supervisor; agent honored the request by offering to route to another representative — appropriate escalation decision.
E2 Partially Met Escalation prep & handoff conf 85%
Agent informed customer they would be routed to someone else, but did not explain why, expected wait time, or what the next agent would do.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration or repeated effort; agent remained procedural and unresponsive to emotional cues.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or clarity despite customer’s repeated attempts to clarify and growing confusion.
X3 Not Met Overall experience conf 95%
Customer repeated information, endured long silences, and performed steps without confirmation — unnecessary effort due to poor coordination.
Call Transcript27 turns · 28 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] My account I'm trying to look at when my refund will be issued. Why? Because they have
00:00
Speaker 1
What do you need first? Ready? 2010. 2-0-1-0. C as in cat, 6 B as in boy, 7-7, 5-0-3-7. I think I have one parent and two children. I understand.
04:00
Speaker 2
The serial number. I'm going one second. Let me just check this one here on my end. You got there how many linksys devices in total. So, three packs. Okay. It shows here that your device is out of warranty, but I can still assist you with this one. It's just just in case if your linksys is defective, we cannot offer a replacement. So, yup. You said you're having trouble with your Wi-Fi.
04:00
Speaker 1
I have internet connection through my ISP but I have to hardwire my computer to use it. I have no Wi-Fi at all. Uh, there's... can you pull that up on a different device? The Wi-Fi network that we named is not showing up at all. Occasionally, I will see, um, a network pop up that says Linksys develop, which is what we have, but that's not, um,
05:00
Speaker 2
what is it is it like your experiencing dropping or you don't have internet connection at all um okay so no wi-fi name showing up on the just [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
05:00
Speaker 1
That's not what we named our network. And I don't know. David, it's mine that's showing up. And it's not showing up right this minute. Oh, wait, hold on. Uh, nope, not there. Hello?. Okay, so there's... the network name is not here. Sometimes sometimes I think I've seen... Can you hear me? Okay. Sometimes I think I've seen as an option in other networks, but I don't right now. [silence]
06:00
Speaker 2
uh huhORMIs there can you see instead write it down WIFI name uh the I pc setup yeah okay even your old WIFI name is not there on the WIFI [silence] [silence] [silence] wi
06:00
Speaker 1
That's definitely not there. What's the, what status? Let me see. It's dark, there's no light at all. [silence] Transcribe.
07:00
Speaker 2
okay, so if that's the case, then, uh, if you got a router plugged straight to the modem, what's the light status, again? Of the one, uh, wired directly to the modem. What's the light, behaviour? What's the light status of the main Lynucis device plugged straight to the modem? What's the light indicator on top? Um, what does that, that light colour fancy, uh, sto, signify? Is it supposed to be green? Look at the back-end,
07:00
Speaker 1
Did you hear me? There's no light at all. Okay, thank you. Okay. Okay, I'm pressing it and holding it. So far, nothing is happening. Okay. I'll let it go. Just switch it off and on.
08:00
Speaker 2
uh-huh yeah I'm trying to check it here so try to press and hold the reset button instead press and hold it that will flash on top okay you can let go of the of that one now and since there's still no light uh try to switch it off and on using the switch underneath the save there's any yeah switch it off
08:00
Speaker 1
Yes. So when I turn it back on, uh, the blue light comes on and then it goes blank again. [silence]
09:00
Speaker 2
And then the switch underneath of the node.
09:00
Speaker 1
Still no light. Um, there is a VH LD setup CE4 that just showed up on the network list. Is that interesting or no.
10:00
Speaker 2
Okay, we did reset, turn it off and on. Can you try one last troubleshoot? Try to use the other working nodes power adapter, swap it to this current parent node. We'll check if it's the power adapters issue.
10:00
Speaker 1
I see that it says, develop setup CE for what do you want me to do? Okay, so what do I do first?
11:00
Speaker 2
Oh, what was it again. Swap the power adapter of the working node. Use it to power on this current parent node. We'll just check if it's the power adapter issue.
11:00
Speaker 1
oh and try the other adapter OK OK I'm working on that OK I've plugged in the new power adapter what should I do next [silence]
12:00
Speaker 2
just replace the current power adapter of the original parent node that you have with this one.
12:00
Speaker 1
[silence] [silence] Hello? [silence] There's. [silence] [silence] The light is blank. Do you want me to reset or turn off and on? [silence] [silence] What do you want me to do? [silence] [silence] [silence] Hello? [silence]
13:00
Speaker 2
Okay. Now did it lit up already or still not?
13:00
Speaker 1
Connect the what? Yes. Okay, so, silence, to the what, silence, that you have your, silence,
14:00
Speaker 2
So, yeah, if there's still no light indicator, still, that means regardless of the power adapter, the node itself is already defective. set it aside. connect instead your, um, connect the child node now to the main node. Connect back. Uh, I asked you to switch power adapters, right? To use the working node. So, this time, your working link says, I mean, the extender that you used to have will be set up as a main node already. Your current main node there is no longer good. That's already defective. Not broadcasting a Wi-Fi anymore, and aside from that, um, the, when we reset the...
14:00
Speaker 1
I asked you. I asked you if I should hit reset or power on and off and you didn't answer me. So I hit the reset and now there's a red light on here. So, does that change anything? This is the same node I've been working on. This is the same node that we've always been working on with the new power adapter and I pressed reset and now I have a steady red light. The same node, yes. Yes.
15:00
Speaker 2
Is that the node not turning on at all earlier? Or it takes a separate link to switch? uh that's good so you mean to say earlier using the other adapter it's not turning on? That was the problem right? So when we switch the when you switch the uh power adapter that's the time that this now lit up. Am I right? Um okay, so you have two options right now since the power adapter is already bad for the other.
15:00
Speaker 1
No, I told you, I'm still working on this. Can you... can you give me someone else? We're not understanding each other. Can you give me a supervisor? then I have to start in the line all over again, don't I? okay, fine. Thank you.
16:00
Speaker 2
other one. Uh do you want this want to be set up still as a main node or you are going to set up the other one instead, which is originally your extender as a main node? Do you want to keep this? Actually, if you'll end this call you'll be routed to someone else. Yeah, you have to.
16:00