V2 Rubric Detail — 2d1a9754-6119-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:00
Duration
6m 38s
Contact
Raspus Massey
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132467
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately defaulting to paid support without conducting basic troubleshooting or verifying device status, despite customer clearly needing help and expressing physical limitations.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to perform even foundational troubleshooting, provided technically inaccurate information (WHW03 reset leads to solid purple, not red), and defaulted to paid support without verifying warranty or attempting resolution. Critical communication failures occurred around the customer’s hearing and vision needs. The interaction constitutes avoidance, triggering an auto-zero under rubric policy B.

V1 Case Analysis

WHW03 mesh child nodes showing red lights; agent provided incorrect LED guidance, skipped troubleshooting, and closed with vague self-help path. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and email address
  • Advised resetting child nodes
  • Suggested setting up nodes in batches of three
Key Observations
  • Agent stated WHW03 devices turn solid red after reset — contradicts KB (should be solid purple) [05:00]
  • No verification of parent node status, internet connectivity, or app functionality
  • Agent did not acknowledge or adapt to customer's stated hearing and vision difficulties [01:00]
  • Jumped to paid support without confirming model or performing basic mesh diagnostics
  • No case number created or referenced; lack of case management discipline
Positive Highlights
  • Collected serial number from customer [03:00]
  • Obtained customer email for follow-up communication [02:00]
  • Offered a self-help guide as a fallback resource
Agent Errors / Gaps
  • Provided incorrect LED state information for WHW03 devices — solid red vs solid purple after reset [05:00]
  • Skipped essential troubleshooting: no check of parent node, WAN connection, or app status
  • Did not confirm model or warranty status before offering paid support
  • Failed to acknowledge or adjust communication for customer's hearing and vision difficulties [01:00]
  • Did not cite or use correct mesh-rebuild procedure for WHW03 (universal_mesh_full_rebuild.md)
  • No case number created or referenced despite clear need for documentation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical progress; only offered a self-help guide and paid support without confirming resolution path.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting conducted — skipped checking WAN, pairing method, or admin interface; relied solely on reset suggestion.
R3 Not Met Correct resolution path conf 94%
Agent defaulted to paid support without verifying warranty status or attempting best-effort troubleshooting appropriate for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Identified symptom (child nodes showing red) and asked for serial number and ISP, but failed to investigate root cause like backhaul, configuration, or parent node status.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use admin UI, remote tools, or diagnostics despite needing to verify node state, pairing status, or network topology.
T3 Not Met No misinformation conf 97%
Incorrectly stated that reset leads to solid red light; WHW03 resets to solid purple — this factual error undermines trust and guidance.
Communication
C1 Partially Met Clear & professional language conf 86%
Maintained basic call flow and gave a timeline for email, but failed to set initial expectations or manage transition to self-help.
C2 Not Met Confirmed understanding conf 95%
Customer explicitly requested louder speech due to hearing difficulty; agent made no adjustment or confirmation of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Abdicated ownership by immediately directing to paid support instead of attempting resolution within available means.
O2 Met Proactive follow-through conf 91%
Clearly stated that instructions would be emailed within 3–5 minutes, setting a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — agent chose self-help over escalation.
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 96%
Failed to acknowledge customer’s dual sensory challenges or express empathy for frustration after working all day.
X2 Not Met Tone & rapport conf 94%
Used generic, transactional tone without adapting to customer’s pace, confusion, or accessibility needs.
X3 Not Met Overall experience conf 95%
Asked customer to manually read serial numbers despite vision difficulty and sent a generic guide instead of solving remotely.
Call Transcript12 turns · 12 lines
Speaker 1
Uh, yes, first first, if you could speak a little louder, it would help because I'm hard of hearing and secondly, I have a Imk's mesh system.</imk> It's WH W03 and it, and it was disconnected from the internet and I have, I am having a impossible time connecting it back.</imk> I can think, I can connect the mother node, but I can't connect the the child nodes. And I know this is going to be a, you know, I'm going to have to pay for this, but I've worked on it for all day and I can't get it. I can't get it solved myself.</imk>
01:00
Speaker 2
Sarah knows what I hope we do today. All right. All right. All right. Let me just confirm if I'm talking with Dr. Massey.
01:00
Speaker 1
That's correct. That's correct. All the child nodes, when I plug them in, if I plug them all in, and I'm in the vicinity of the parent node, they're all going to they'll flash red or solid red. They don't go to a dark blue or anything. And I've reset, I've reset all of them. I have one, two, three, four, five of them, five child nodes. In total, I've got two, four, six, seven-seven. Yeah, they're all the W W 3 models.
02:00
Speaker 2
And your email address or is classy too at comcast.net OK. What is the light indicator of the child nodes? So how many lengthens as devices do you have in total? So you have seven lengths as devices. Can you please provide the.
02:00
Speaker 1
e. e. of the child node? Ugh, okay, just give me a second. Let me, Grab me a magnifying glass because not only am I hard of hearing, I'm hard of seeing. Okay. Here's the serial number one. It is two zero J 1 0 C six eight nine zero three eight zero seven AT&T.
03:00
Speaker 2
serial number of [silence] the child node [silence] that lost connection. [silence] Yeah [silence] child node [silence] one of the child nodes. [silence] And who is your internet service provider? [silence] Okay [silence] now before we proceed [silence] I knew that the previous technician set an expectation that [silence] we are no longer offer live support for our out of
03:00
Speaker 1
Okay, I'm understanding that support would be a paid requirement. Hello. Oh, yes, yes, absolutely. Okay, if you think that will solve my problems and I can solve it, I would be happy to try that. But and if that doesn't work, I can call back. But I have I have ever know, at least one [silence]
04:00
Speaker 2
warranty devices. Right? And then for the paid support, it's also a one time that's a non refundable session. So further support would require a new paid session. So would you like to proceed with the page support, sir? Or I can also but I can also send you a our Wi-Fi fix it service guide that has a quick and easy solutions for comment out of warranty issues. Yeah, sure.
04:00
Speaker 1
Untrons and probably four five times each. and uh, I can get a node briefly to connect, but then it drops off. Okay. Okay, now, one question. One quick question. Uh, if, if, do I need to plug all of these child nodes in at the same time and work on one at a time or do I do it one at a time? Okay. So I can plug I can plug. Okay, so I can plug three in and then
05:00
Speaker 2
Okay. You can try to reset your Linksys devices and then this model should, after it reset, it will change to solid red, not solid purple, okay? And after that, follow the instructions that I will send after this call, three to five minutes to set up again. And if it still doesn't work please, feel free to call us back to proceed with our tech support. You can actually do it, but to avoid interference, you can set up three and then two nodes. While the other are unplugged. [silence]
05:00
Speaker 1
work on those and_and and after that I can plug the others in. um okay I appreciate it, if you'll send me that and if I can't handle it that way I'll give you a call back. um okay, I appreciate it. um I appreciate your help. Bye. Um okay, thanks.
06:00
Speaker 2
Yes. Yeah, sure. So thank you for calling us um raspiis. Kindly wait 3 up to 5 minutes for the email instructions and have a nice day. Bye, take care. You're welcome. Bye. And you may now end this call for me. Thank you.
06:00