V2 Rubric Detail — 2bfea7ee-68fc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:52
Duration
27m 39s
Contact
Anthony Warren
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133498
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall64.4% (+8.4)

V2 Grader Summary

The agent correctly handled out-of-warranty protocols and maintained call control but failed to perform essential troubleshooting steps like modem restart and WAN verification. While technically accurate, the lack of empathy, poor adaptation to customer state, and offloading of basic diagnostics to email resulted in a partial resolution with high customer effort.

V1 Case Analysis

Customer reports internet down on WHW03 Velop nodes (red LEDs), out of warranty. Agent advised factory reset/reinstall and offered paid support or emailed self-help guide. No WAN/modem diagnostics performed.

Troubleshooting Steps
  • Customer power-cycled and reset both nodes (10-second reset).
  • Agent advised factory reset and reinstallation of the mesh system.
  • Agent suggested checking the modem's internet connection (not confirmed if performed).
Key Observations
  • Agent skipped critical WAN/modem diagnostics (e.g., verifying modem connectivity, WAN status via web interface) before suggesting a reset.
  • No confirmation whether the parent node was correctly connected to the modem (WAN port) or if the cable was faulty.
  • Agent did not guide the customer to access the local web interface (http://192.168.1.1 or http://myrouter.local) to check WAN status or firmware version.
  • Agent did not check if auto-update was enabled or firmware was current, which could impact stability.
  • Red LED on both nodes suggests a systemic issue (e.g., modem/router handshake, ISP provisioning, or firmware mismatch), but agent did not explore these possibilities.
Positive Highlights
  • Collected all required customer information (name, email, phone, serial, model).
  • Provided clear next steps (email guide) and gave the customer a choice between free self-help and paid assistance.
  • Maintained a polite tone and did not pressure the customer.
  • Correctly identified that a factory reset would restore default settings and require reinstallation.
  • Accurately explained that a red LED indicates no internet connection.
Agent Errors / Gaps
  • Did not verify modem connectivity or WAN status before suggesting a reset (contradicts universal_isp_modem_diagnostics.md).
  • Did not follow the full troubleshooting flow for red-LED/no-internet issues (per led_intelligent_mesh_consumer.md).
  • Did not guide the customer to access the local web interface to check WAN status or firmware version.
  • Did not confirm whether the parent node was correctly connected to the modem or if the cable was faulty.
  • Did not check if auto-update was enabled or firmware was current (per universal_firmware_update.md).
  • Offered paid support without first confirming warranty status via system lookup (though status was later confirmed).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent offered to send reset instructions or paid support but did not resolve the red-light issue during the call; outcome was pending customer action.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential diagnostics: no modem power cycle, no WAN cable check, no verification of internet at modem via direct Ethernet test — only asked about reset button usage.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered appropriate options: free email instructions or paid support — aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red LED symptom and asked about reset, but failed to ask about modem restart, cable connections, or test internet directly at modem — root cause not isolated.
T2 Not Met Appropriate tools / resources used conf 80%
The scenario required basic diagnostic steps (e.g., power cycle sequence, WAN check) that the agent skipped; relying solely on KB email without attempting key checks constitutes missing a required tool for this issue.
T3 Met No misinformation conf 98%
All technical statements — red light means no internet, factory reset restores defaults, out-of-warranty support options — were factually correct per KB.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout: gathered info, explained options, set expectations, and closed the call without losing direction.
C2 Met Confirmed understanding conf 85%
Used plain language, avoided jargon, repeated options clearly; customer comprehension was not impeded despite minimal responses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 90%
Clearly stated next steps: email with setup guide, option to call back for paid support — realistic and actionable.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation needed — agent appropriately offered self-service and paid options instead of escalating a standard OOW setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Customer expressed frustration through silence and repetition; agent never acknowledged emotional state or offered empathetic statement.
X2 Not Met Tone & rapport conf 85%
Agent continued with scripted flow despite customer disengagement (silence, 'okay' responses); failed to adapt tone or check understanding.
X3 Not Met Overall experience conf 90%
Customer had to repeat reset steps already performed; agent did not perform any remote diagnostics or reduce effort — outsourced full troubleshooting via email.
Call Transcript15 turns · 16 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 register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. 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.
00:00
Speaker 1
Come on, the peace. This message has been transcribed. Good afternoon. Hello. Hi. Yes, this is my first time. Anthony Warren.
05:00
Speaker 2
Hello, thank you for calling Linksys, my name is Bell. Is this your first time calling? [silence] Is this your first time calling Linksys technical support? [silence] And may I have your first and last name before we proceed, please? May I have your email?
21:00
Speaker 1
Anthony Warren, A-N-T-H-O-N-Y-one-W-A-- W-A-R-E-N@GMail. 407- 8-6- 8-6-5-4-5-9. Yes, the serial number is 2. 0-J-1. 0-C-687-4-2753.
22:00
Speaker 2
And please confirm your current phone number. And how many Linksys devices do you have? Uh, is this a mesh system? I see. May have the serial number of the one that you connect directly to your internet provider.
22:00
Speaker 1
model number is WHW zero three. So, just yesterday, I noticed the internet has gone down. And a red light has formed on the top of both devices. I don't know. contacted the internet provider and they check the modem. The modem is working perfectly. But the I tried to reset both devices and it's still giving me a red light. [silence]
23:00
Speaker 2
may I confirm, what is the model number? Okay, and who's the internet service provider? Okay, all right, I thank you for the information, how may I help you with this Linksys device? Okay. What did you tried to check on the device, what have you done so far?
23:00
Speaker 1
I've unplugged them. I unplugged them from the, I had them plugged into an electrical surge protector. I unplugged them. I unplugged the, the power. I unplugged, I unplugged the the ethernet cables. I pressed the red reset button. I turned it on and off. And yeah, it, it's giving me a continuous red light. 10 seconds. I alternated one each. I had one upstairs and one downstairs.
24:00
Speaker 2
After it showed a red light. How long did you press that reset button bit at the bottom? Okay. Did you do it both, for both of them, or just one? Okay. If you've, okay, if you've ever pushed the reset button that will technically effect really good. [silence]
24:00
Speaker 1
Okay. Okay. Mm-hmm. Okay. Yes, it currently shows an internet connection. [silence] how's my [silence] connection?
25:00
Speaker 2
Uh, erase your, uh, current, uh, uh, settings that you've set up for your linkses device, it for example, that will go back to its original factory default settings, So what will happen is you have to reinstall them again. But, um, that was a good thing that you did, um, when you just unplug and plug in back the linkses device. However, if it still shows a red light, that indicates that there's still no internet connection that was being detected from the modem. but since it was already re-set, you have to reinstall again the linkses device. But, um, if ever this is going to be reinstalled and if it's going to be showing another red light, you need to double check the modem that was provided by wow, if that is providing an internet connection, all right? So, um, how long have you been How long have you been using this linkses device?
25:00
Speaker 1
No, it's been about five years. Um, the instructions have you just sending the instructions? No, the same email. [silence] [silence] Um, the instructions have you just sending the instructions? No, it's the same email. [silence] [silence] [silence] Um... [silence] [silence]
26:00
Speaker 2
All right. It shows here that this is currently already out of warranty. uh we can assist you in setting up back your linksys device. However, for out of warranty device, there is no uh what you call this free assistance anymore. So you have two options here, how we can help you. You can proceed with the paid service. You can pay $15 for the one time and nonrefundable support. or um we can send you instructions to how to reset up your linksys device for free to your email address. So may I know which of these two option would work for you? Okay. Um am I going to send it to the same email or you have alternative one? [silence]
26:00
Speaker 1
Correct. Okay. No, that's it. All right, thanks.
27:00
Speaker 2
Okay. This is anthony1warren at gmail.com. Okay. All right. I'll create the email first, okay. I'll provide you this step-by-step guide with video tutorial. If that doesn't work, you can call us back and we can proceed with the paid service so we can walk you through it, right? All right. Perfect. Okay, is there anything else I can help you? All right. Thank you so much again for your time and have a great day. All right, bye-bye. [silence]
27:00