V2 Rubric Detail — 2ee931a4-5f65-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 15:59
Duration
11m 43s
Contact
Douglas Johnston
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132043
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion – Agent refused to provide free best-effort troubleshooting for an out-of-warranty device, violating support policy, and instead immediately directed the customer to a paid session.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication5.00/5
Ownership2.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform required best-effort troubleshooting for an out-of-warranty device, skipped all meaningful diagnostics, and offered only a paid support session. Despite collecting basic information and maintaining call control, the refusal to assist without payment constitutes Avoidance/Evasion, resulting in an unresolved case and a critical failure.

V1 Case Analysis

Customer reports primary WHW03 Velop node solid red, no internet. Modem works via direct Ethernet. Device out of warranty. Agent offered $15 paid support but performed no troubleshooting. No self-help provided.

Troubleshooting Steps
  • Collected model number (WHW03) and serial number (20J10M22A0107)
  • Verified warranty status (out of warranty)
Key Observations
  • Agent did not initiate any standard troubleshooting for a solid red LED on a primary Velop node (e.g., power cycle, cable check, reset confirmation) despite it being a common and safe first step.
  • Repeated phrasing (e.g., 'don't have any internet connection and doesn't connect your' at [01:00]) and long silences indicate poor call control and inefficiency.
  • Model number was initially misidentified as WHW01P at [06:00] before correction to WHW03 at [07:00], indicating possible confusion or ASR artifact, but agent did not confirm model before proceeding.
Positive Highlights
  • Accurately collected serial number (20J10M22A0107) and corrected model number (WHW03) from customer.
  • Clearly communicated warranty expiration date and explained paid-support terms, including non-refundable nature and 60-minute limit.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (e.g., verify WAN cable, power-cycle modem and router, check for physical damage) before offering paid support, violating standard protocol for red-LED cases.
  • Prematurely escalated to paid support without attempting any free, safe diagnostics that are within agent capability, even for out-of-warranty devices.
  • Did not offer any self-help resources (e.g., KB articles, support.linksys.com links) in case customer declined paid support, leaving no operational path forward.
  • Repeated statements and fragmented dialogue (e.g., at [01:00], [07:00]) reduced clarity and wasted time.
  • Did not confirm corrected model number (WHW03) after initial misstatement (WHW01P), risking incorrect guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red-light issue or restore internet; only offered a paid session without completing any resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only about reset duration and Wi-Fi name, skipped essential steps like modem test, power cycle, or WAN check, then stopped troubleshooting.
R3 Not Met Correct resolution path conf 96%
Policy requires best-effort troubleshooting for out-of-warranty devices; agent refused free help and immediately pushed a paid session instead.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic sequence followed; failed to identify root cause (e.g., WAN connection, ISP, or hardware fault) with targeted questions.
T2 Not Met Appropriate tools / resources used conf 94%
Only used warranty lookup; did not guide customer to test at modem, check firmware, or access local interface—tools necessary for this issue.
T3 Met No misinformation conf 97%
Agent correctly stated that factory reset returns device to default settings, which aligns with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, collected required info (model, serial), and transitioned clearly to payment process.
C2 Met Confirmed understanding conf 93%
Used simple language, repeated questions for clarity, avoided jargon, and confirmed understanding during data collection.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent declined to assist without payment, abdicating responsibility rather than providing best-effort support as required.
O2 Met Proactive follow-through conf 94%
Clearly communicated next step: pay $15 for a one-time 60-minute support session, and sought customer agreement.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted since the issue could be handled in the call; agent correctly chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologized sincerely ('I apologize to hear that') and maintained a respectful, professional tone throughout.
X2 Partially Met Tone & rapport conf 88%
Agent remained composed but used a formal, transactional tone that didn’t adapt to customer’s visible frustration and profanity.
X3 Not Met Overall experience conf 95%
Customer had to repeat model numbers and was forced into a paid session instead of receiving immediate, policy-compliant troubleshooting.
Call Transcript20 turns · 21 lines
Speaker 1
speaking of
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, Please have your device's serial number and contact information ready. [silence] Available you know [silence] Linksys support. Business charm. How can I assist you today? Uh for help because I'm not sure on my device how [silence] What kind of troubleshooting I can do and yeah. So what we can do is we can check what you're seeing on your screen. If you could go ahead and take a picture of your screen.
00:00
Speaker 1
for, about, 40 hours or So, and it's finally come back on, my modem is getting signal, so I've got signal coming into the house via the coax and I'm getting signal on the modem because when I plug the ethernet cord into my laptop, I can access the internet and I can see the signal, but my my mesh, my Velop set up 60s is not seeing that signal. And I think I think somewhere the mesh network is now confused. And so the primary the primary node I think does not realize it's a primary node. Does that make any sense? [silence]
01:00
Speaker 2
okay. The mesh node or the primary node don't have any internet connection and doesn't connect your. [silence] Yes, so the mesh node or the primary node [silence] don't have any internet connection and doesn't connect your. [silence] Yes, so the [silence]
01:00
Speaker 1
That's correct. So, so it's connected to the modem via the Ethernet cable, but all I've got is a solid, all I've got is a solid red light. And obviously, then I'm not getting any, uh, Wi-Fi for the house. There's no local area network. Uh, I've, I've followed, I've tried following the steps, uh, in the app, uh, and I, I've unplugged it and I've re-powered it. I've pressed the reset button. I've used the on-off switch. Uh, I've unplugged the obviously the ethernet cable because I plugged that into my laptop. Um, and and I don't know what to do next. I had this problem once before several years ago and, you know, I, I just, I don't have enough understanding.
02:00
Speaker 2
I see, right. And I apologize to hear that, one sir. And just to confirm, sir, what troubleshooting have you done so far with the Linksys router after the outage?
02:00
Speaker 1
to get myself through the finer, uh, details, if that makes sense? Yeah. I don't know, maybe five, ten seconds? Should I should I press it for longer? Oh, Hmm. Hang on. Hang on. Hang on. Hang on. Hang on. Get back. Get.
03:00
Speaker 2
Yes, sir. All right. So, you mentioned that you pressed the reset button, right? For how long did you press the reset button, sir? [silence] I see. Okay. Okay. Okay. I'm no need, sir, cuz once you reset your device, it means it go back to its default settings, and all the devices that are connected will not - will be disconnected to your network. And when you setup it before that, did you customize or change your Wi-Fi name and password, or do you leave it as it is?
03:00
Speaker 1
No, I've left it as... Yeah. It stays the same. Yeah, so I haven't changed any of the usernames or any of the passwords. Can you put them in the Great Reason? Yeah. It's, um... So the name is _andidate_setup_30.
04:00
Speaker 2
When you set up your mesh router before, did you customize or change your Wi-Fi name and password, or do you leave it as it is, um, as a default? All right, so this is the same, just like a, Vilo setup, is that correct? Um, nice. Can you provide the model number, sir, and the serial number of this mesh router that you have, the main node?
04:00
Speaker 1
the serial number the serial number is two zero J one zero M two two A zero one zero seven Oh, that's a really good question. One two three I have four of the tower type and then I have uh then I have one um one two I think three of the wall plug in type
05:00
Speaker 2
That is. Uh-huh. That is. And how many mesh brother did he have? Uh-huh.
05:00
Speaker 1
And the wall plug in type are the they're the they're the they'll up set up C8C. So I think I think I have three of those. Oh, I'm sorry. I'm sorry. Model number WHW01P. I I have three of those. Yeah, sorry. Stand by. Stand by. Yeah, I realize I gave you the wrong number, didn't I? What is the model number? I can't read that. [silence]
06:00
Speaker 2
Nice. All right. And the other one, what's the model number? The one that you provided. Could you share the number, please?
06:00
Speaker 1
wh03.
07:00
Speaker 2
Got it. Thank you so much for providing me all this information. Just one moment to check the status of your device here. All right. So based on the record here, sir with this real number that you provided to me and the model number. Um, this device was already out of warranty last July 10th of 2023. And for the out of warranty device, sir, I do apologize, but I could not provide a free troubleshooting over the phone.
07:00
Speaker 1
Yeah, all right, that's fine. No, no, that's fine, that's fine, that's fine, that's fine, that's fine, I'll pay the $15. Fucking hell. Right. Right. Right. Yes. [silence]
08:00
Speaker 2
[silence] if you insist, I can provide you, a one-time non refundable technical support session lasting up to 60 minutes, but you need to pay $15.00 for troubleshooting that we will do. However, if you don't want to proceed with that. All right. Get it. All right. So, sir, by purchasing this service, you agree to a one-time non refundable technical support session lasting up to 60 minutes. If we are unable to resolve your issue or determine your product as defective, no refund or replacement will be issued. And the paid service is for troubleshooting only and does not include follow up sessions. Do you agree to this? All right. Got it. So, let me process this here. Let me create a quick record for you here, sir, before we proceed with this.
08:00
Speaker 1
Doug Johnstone
09:00
Speaker 2
Um, Hamilton, Lay, well. Or is it Lay or Laylee? Le-Lay laylee. Alright. So let me create a quick record here. Just give me um two two three minutes there please bear with me. All right, so let's treat the payment here sir, for us to proceed with the troubleshooting. And just to confirm sir, are you calling from United States?
09:00