V2 Rubric Detail — 2b8359f4-6b40-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 18:04
Duration
16m 27s
Contact
Frank Gallagher
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133946
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall9.2% (-46.8)

V2 Grader Summary

The agent failed to resolve the issue, provide systematic troubleshooting, or demonstrate empathy. Despite identifying the device as out-of-warranty, no best-effort diagnostics were conducted, and the customer was prematurely directed to paid service. The interaction lacked focus, clarity, and customer adaptation, ending without resolution.

V1 Case Analysis

Customer reported WHW0C with flashing red LED and no internet. Agent confirmed out-of-warranty, offered $15 paid support before basic troubleshooting, instructed incorrect 5-press method, and sent guide/video. Issue persisted with blinking orange LED; no escalation performed.

Troubleshooting Steps
  • Collected serial number and customer contact details
  • Advised 15-second factory reset of the router
  • Instructed incorrect 5-press pairing method (press/release 5x without parent node specification)
  • Sent email with troubleshooting guide and YouTube video link
Key Observations
  • Agent offered paid support at [00:07] before performing basic troubleshooting (modem power cycle, WAN verification), violating protocol
  • Incorrect 5-press method instruction: 'press and release five times' without specifying parent node requirement, contradicting KB (adjacent_device_setup_scenarios.md)
  • Failed to escalate for solid red LED after reset—a clear escalation trigger per universal_escalation_guide.md
  • Blinking orange LED was not addressed; abnormal state not documented in KB and should have prompted escalation
  • No modem power cycle or WAN connectivity verification performed—required first steps per troubleshooting protocol
Positive Highlights
  • Accurately identified model (WHW0C) from serial number
  • Collected complete customer contact information (name, phone, email) early in the call
  • Provided self-help resources (guide and video) via email, offering some customer value
Agent Errors / Gaps
  • Premature paid-support offer before basic triage (modem power cycle, WAN verification)
  • Inaccurate 5-press method description: omitted parent node requirement, contradicting KB
  • Failed to follow hardware fault escalation protocol for solid red LED after reset
  • Did not interpret or escalate for blinking orange LED—abnormal state requiring escalation
  • Misstated warranty duration initially (said one-year then corrected to three years), undermining credibility

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still has a flashing red/orange light and the router was not restored to working condition.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked about the LED color and suggested a 15-second reset; no systematic power-cycle, WAN check, or firmware verification was performed.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-warranty and offered a paid-service option, but did not provide a full best-effort troubleshooting path before suggesting paid help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions about ISP, modem, connection type, or power-cycle sequence were asked; the process was not logical or thorough.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any remote-session tools, logs, or other resources that would be appropriate for a router that is not powering up correctly.
T3 Not Met No misinformation conf 93%
Agent gave mixed warranty information (“one-year warranty… three years warranty”), suggested a 15-second reset (acceptable) but also a 5-press method without confirming model compatibility, and mentioned an “orange” LED state that is not documented.
Communication
C1 Not Met Clear & professional language conf 94%
Agent never set clear expectations, jumped between topics, and failed to keep the conversation focused on solving the problem.
C2 Not Met Confirmed understanding conf 92%
Agent used technical jargon (“5-press”, “paid service”) without confirming the customer’s understanding and did not adapt language to the caller’s level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call and offered a guide and paid-service option, but did not take ownership to actually resolve the issue.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step timeline was given; the only promised action was an email with a guide, without a deadline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted based on the transcript.
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 the customer’s frustration or repeated attempts; the tone remained transactional.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or tone to the customer’s confusion and kept pushing the paid-service script.
X3 Not Met Overall experience conf 94%
Customer was asked repeatedly for contact details and had to repeat the problem; no effort was made to streamline the process.
Call Transcript29 turns · 30 lines
Speaker 2
Welcome to Lynxess 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.Linxis.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 more about your service options, press two. [silence] 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two.
00:00
Speaker 1
Thank you. Hello. we, we lost internet in our house.
01:00
Speaker 2
press 8. 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 one 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, press 8. Please remain on the line for assistance. Hi, thank you for calling ASUS. This is G, how can I help you today? Hi sir. How can I help you today, sir?
01:00
Speaker 1
and we called our internet provider last night and they checked everything with our modem and they seemed to think that the problem was our our Linksys router. So they suggested that we call and uh and that's what I'm doing. Service electric. Service electric. Yeah is that on the bottom of the thing? All right, let me check here. [silence]
02:00
Speaker 2
Uh-huh. Uh-huh. Got it. Sure. May I know who is your internet provider there? [silence] I'm sorry, who's the provider there? First. Service elective. Okay. Got it. May I have the serial number of your links as router, please? Yeah, is that on the bottom of the... Yes, sir.
02:00
Speaker 1
um 2 uh 0 J as in John 10 C as in Christopher 6 2 7 um 0 8 2 1 0 [silence] yep? I think that's it. I'm, it's really small but I think I got it right.
03:00
Speaker 2
let me just read it back sir
03:00
Speaker 1
currently there's nothing. 20 uh addition. Well, it's, it's unhooked now, but it's been red for the, like, most of the day. Well, it was a solid red and then I tried to do a reset and I, like, unplugged it and then plugged it back in and it just was a continuous flashing red after that. The reset button. Um, I tried it last night. I did not do it today. Yep, 484 707 2328.
04:00
Speaker 2
just one What is the light on the top of the node steady red or flashing red mm-hmm. Got it sure. Okay. And did you try pressing the red button you're underneath the device? Like for a few seconds? Yes, sir. Okay. Okay, so I'll just need to check on the exact an iture and while we wait, may I have your phone number in case we get disconnected.
04:00
Speaker 1
Do you want me to have Frank, F-R-A-N-K, Frank, and last name Gallagher, G-A-L-L-A-A-G-H-E-R, do you want me to have the device plugged in and connected or not? Okay, let me . Uhh all right, let me plug this back in.
05:00
Speaker 2
Got it, thank you. How about your first and last name? Mm-hmm, yes, sir. Yes, yes, sir. It should be connected to your spectrum box. I'm sorry, your service electric modem, rather, sorry. [silence]
05:00
Speaker 1
sure, It looks, it looks like it's coming back on. Right now there's no light on top. You should try F as in Frank P as in Patrick G as in George 33@hotmail.com. I can't do this. No light. F. P. As in Patrick G as in George.
06:00
Speaker 2
Okay, so while we wait for the node to boot up, sure, may I also have your email address, please? Okay, yeah, PBG 33 hotmail.com Got it, sir Okay So what you have here, sir, or what I can see here, your device is a [silence] Hi, can you please give me your contact details? My email is Doanimation3007.19 at gmail.com And my phone number is 0998-962-49-42 Thank you so much God bless you, bye A WHW0C. That's the model number. And, okay, based on the information, so it shows that you have this router since 2017. Got it. Yes, sir. So, based on the serial number, so it shows that this is already an out of warranty device. But I can possibly provide you if you a troubleshooting that you cannot do, sir. And I, if you want, if you want the full troubleshooting of this device to work, then we do have options. We do have a paid service of which is $15 for an hour of troubleshooting in that way, I'll be, I will be able to walk you through the the troubleshooting that you can do to set it up again, or to have it working. And other options too, if you don't want to avail the paid service, I can send you the
06:00
Speaker 1
Um, so you, I'm sorry I don't I'm not sure if I understood the second part of what you said. I also have um, I have an app on my phone that I've used in the past. Um is that do you know if that's something that that might be able to help me? Where's
08:00
Speaker 2
Oh, but since, ah, sir, the second, uh, option, sir, is I can send you the full guide or the step-by-step guide, sir, on how you can reconfigure your node since you mentioned, sir, that you already did a reset last night, like it's a a configuration or a setup. [silence] Yes, yes, sir, it can.
08:00
Speaker 1
The light right now is uh looks like a flashing red. Press and hold it for 15 seconds. Okay, I just did that.
09:00
Speaker 2
Anyways, you know what's the late tonight right now? Okay. Can you do a reset here? Uh press the reset button for 15 seconds. Yes. Okay. That should be it. Can you go back to the main page now? Check. What is the when time? Uh right now? Okay. Come on.
09:00
Speaker 1
What is the normal life span of a router like this? Okay, so we're what are we at? Like nine years, I guess. And what is what like, if I were to have this replaced, um, how much does it cost for a new one?
10:00
Speaker 2
air air for some customers they have it for ten years or more but then oh yes for a new one sure we actually don't have any visibility with prices but um you can try to look for uh Wi-Fi 6 or Wi-Fi 7 device or Wi-Fi 7 or in Amazon I'm not so sure about the price because yeah we don't have any visibility with that but if you will have those models there those model you will probably have a bigger models or laptop models there to upgrade. newer models mhm you're yeah
10:00
Speaker 1
Right. Right. Um, okay. So now it's, it's a solid red light that's on now. Yes. I, I have a, yeah, I can do a hotspot on my phone. So what, what did you, what did you say it was $15? And then you'll, you'll walk me through the.
11:00
Speaker 2
have one-year warranty, I'm sorry, three years warranty, longer warranty when it comes to replacement and troubleshooting or support and those are already updated devices. Okay, so this is still connected to your modem, sure, right? Okay, okay. So do you have other sources of internet, sir, like from your 4G, from your phone, 4G network? Okay. So would you like to go ahead with the paid service, sir, or would you like me to send you a guide to how you can set it up again?
11:00
Speaker 1
procedure to fix it. Five seconds. So, press repeatedly five times on the reset. Is that right? Okay. Um, yeah, the light is still red on the top when, when, wait, now it's orange. It's like a blinking orange. I've never seen orange before. [silence]
12:00
Speaker 2
yes sir fifteen dollars sir yes okay how about this can you do press and release the reset button for five times no sir just five times yes sir within five seconds yes okay
12:00
Speaker 1
Yeah, yeah, I'm I'm think I'd probably rather just just do the the guided guiding if that's is that what you would walk me through the process of the process of Okay.
13:00
Speaker 2
actually, there is that five press that's one way of setting up a latest router. Would you like to go ahead with the page service or would you like to try first the the guide? Yes, that's actually the same. The guide sure that will be the same process that we will do over the phone. It's just that you have me over the phone sure. I sent you, yes. Yes, yes yes, yes sir. Okay and uh I will also provide you the uh by press setup that we did here. Uh let's the YouTube video you can check it on your phone. Thank you.
13:00
Speaker 1
All right. Hang on a second. [silence] Yeah, it looks like I got the email from you. Are you there? The light right now is flashing red. Okay. [silence]
15:00
Speaker 2
Okay, can you check, sir, if you have that email? Yes, sir, yes, and what's the light on the top of your device, sir, your laptop? Flashing red. Okay, so yeah, you can check on the two emails, sir, those are passive and high.
15:00
Speaker 1
okay. all right. thank you. okay. thank you. Yep. I'll see you. Bye.
16:00
Speaker 2
You can set it up anyway, so if none of those works, you can just call us back, provide us your phone number or your email address and we can go ahead with a paid service if you want it. Okay. Thank you so much. Yes, sir, thank you so much for your time, sir. Have a good day, please stay safe. And we're up until 9:00 p.m. by the way, sir. You can call us back. You're welcome, Jeremy, bye.
16:00