V2 Rubric Detail — 2fa28834-7f18-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 00:08
Duration
59m 21s
Contact
330-502-2973
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00137012
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - no wireless connection - #LTS00061991
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (23 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.44/5
Communication0.00/5
Ownership1.43/5
Escalation0.00/5
Customer Exp0.00/5
Overall18.0% (-18.0)

V2 Grader Summary

The agent identified the parent node as the likely failure point and attempted to guide local access via laptop, but failed to execute any troubleshooting or escalation despite clear triggers. The call ended with no resolution, no next steps, and multiple failures in communication, ownership, and empathy, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports all WHW-03 nodes showing solid red LEDs and no internet. Agent acknowledged issue but performed no troubleshooting. Call ended due to poor audio with no resolution or next step.

Troubleshooting Steps
  • Confirmed model number and customer account
  • Asked if ISP (Spectrum) had verified their end
  • Suggested connecting a laptop to access router settings locally
Key Observations
  • Agent correctly identified that the parent node's failure impacts all child nodes (transcript [54:00]).
  • No standard troubleshooting steps (reboot, power cycle, factory reset) were performed despite solid red LEDs — a clear escalation trigger per KB (universal_escalation_guide.md).
  • Agent did not collect serial number or verify warranty status, missing key protocol steps.
  • Call ended without any resolution, escalation, or self-help guidance due to poor audio and lack of control.
  • No mention of Linksys support options, KB articles, or next steps after troubleshooting failed.
Positive Highlights
  • Agent correctly identified the product model (WHW-03) and confirmed it was a Velop mesh system with five nodes (transcript [53:00]).
  • Accurately explained that child nodes depend on the parent node and that a failed parent would cause all nodes to show red (transcript [54:00]).
  • Correctly implied that router settings can be accessed locally without internet via http://192.168.1.1 or http://myrouter.local (transcript [55:00]).
Agent Errors / Gaps
  • Failed to follow Step 1 of universal_escalation_guide.md: did not instruct customer to reboot modem and router (power off 30 sec, restart modem first, wait 60 sec, then restart Linksys).
  • Ignored escalation trigger: solid red LED on all nodes after no troubleshooting — per KB, this requires escalation to Linksys support.
  • Did not perform or advise factory reset, which is a valid last-resort step for solid red LED (universal_factory_reset.md).
  • Did not collect serial number, which is required for warranty and escalation (universal_escalation_guide.md Step 3).
  • Did not offer any self-help resources, KB articles, or support contact methods after call began failing.
  • Allowed call to end without setting a callback, escalation, or follow-up path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended with all nodes showing solid red lights and no internet; no solution, RMA, escalation, or customer education provided.
R2 Not Met Diagnostic thoroughness conf 98%
Agent only asked about ISP status and laptop access; no actual troubleshooting steps (reboot, power-cycle, reset, local admin access) were performed or guided to completion.
R3 Not Met Correct resolution path conf 97%
Agent failed to proceed with required actions (power cycle, factory reset, or escalation) despite solid red LED on parent node being a documented trigger; treated OOW status as reason to stop helping.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified parent node as likely point of failure and asked about ISP verification, but did not follow up with structured diagnostics like modem test or local router settings access.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent guided customer to use laptop for local access (valid per KB), but call degraded before actual interface access or further tool use (firmware, logs, settings check).
T3 Met No misinformation conf 97%
Agent accurately stated that child nodes depend on the parent node and that a failed parent could explain total system failure — consistent with universal_mesh_node_management.md.
Communication
C1 Not Met Clear & professional language conf 96%
Long periods of silence, no clear framing, agent lost control when customer broke up; no effort to maintain call control under difficult conditions.
C2 Not Met Confirmed understanding conf 94%
Agent used basic language but never confirmed customer understanding or adapted to evident communication difficulties and fragmented audio.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; after call broke up, no callback offered, no follow-up scheduled, and no effort to reconnect or continue diagnosis.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline given; agent only asked vague questions and then call dropped with no promise of follow-up.
O3 Met Closure confirmation conf 98%
Agent referenced customer record: 'I just pulled up your record... Vicki Malone' and confirmed email and model (WHW03), avoiding re-asking basic info.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Solid red on all nodes — including parent — after ISP check is a documented escalation trigger (universal_escalation_guide.md Step 2); agent should have escalated but did not.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution criteria (correct path, details, customer notification) were unmet.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never expressed empathy or acknowledged customer frustration; tone remained purely procedural despite repeated effort and communication issues.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to customer's evident confusion and repeated requests for clarification; maintained rigid script despite breakdown.
X3 Not Met Overall experience conf 95%
Customer was asked to move to basement and repeat information; no effort made to reduce workload or avoid unnecessary steps despite poor connection.
Call Transcript13 turns · 30 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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at links.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
Looks like I signed up something. What we walk every year. And the bread ball. Is it the vehicle? I told you we got them. I don't know. Sir. If they were in the vehicle we bought the other day. Silent. What? You've taken care of? What do you want by this? [silence] He does. Yeah, anyway. Yeah. so funny. So funny. What? What? Ben Bryce's father? my kids. my kids. his grandkids. one, two, three. Let's go to the left and right his mother. sixteen hundred, don't play. going. I don't know exactly how miles that vehicle should. No, I want to know exactly. No, it doesn't matter. Yeah, because I need a certain amount to get to work and get home. Because it's not that kind of stuff. I'm posted on the internet, they said yes, sir. No, this is a $1500 to $8.50. this means he gets assigned $200. The Jordan $200. going along. going along. Oh, which must be the lower number then. for service. That is what they told him. There would still be power to it. Because I didn't unplug the power. Because it's not plugged into anything. Yeah. Yeah, actually plugged into something. What's that? Couple weeks? It's, um, John, Chris, Mark, and me. You'll all this week? This stuff next week? Just calling out for staycation. I didn't even want to err the last one. Yeah. You don't need to look for that, y'all. Well, he'll say Silver Shores for service. service. Right, but that's what still say. I have five point three million in the bank. Yep. I'll tell you miss one. That was a new world for this show. That's right. another example. Oh, this music's gonna put me to sleep. Speaker 2 Transcribed with no labels or timestamps. Well, it doesn't matter. Nobody's asking for a coat. I can't remember, I'm lost. I don't have an app. Go talk to the five of you. I'll tell you what. I do have an app. It's with the opsa. Just let me do anything. That's the problem. It's not going to let me do anything. I'm trying to get him to get on with seven. The wheels going around. No, because he has no internet connection. [silence] installation. Check browser power. expansion and out that yeah yeah I mean that's that's rude I'm and my phone's in the base and my phone's going to die feel straight right hey what did you get for and I but I I that's your that's your thing right right well my phone's gonna die so I gotta get home I feel want off down here out here feels good I i I like your idea uh huh uh huh is a is a refrigerator Oh, that's a leg, leg, foot. Oh, back to the leg here. You want to just poop? I poop. I poop. Oh, that's a good one. Yeah. It's a key to his truck, too. [silence] So you only have one set of keys, Elizabeth said. Well, you're supposed to get them off your buddy. [silence] Now, what are we supposed to do here? [silence] Boy, it's this in your vehicle, Tony. Little more than a quarter of a tank. You see it?
08:00
Speaker 2
Thank you for calling Linksys. This is Abby, How can I help you?
52:00
Speaker 1
For some reason, I don't think it's that old. Uh, I can give you the, um, serial number on it. Oh, okay. Yes. Yes. Yes. Yes. Yes, it is. We have actually, we actually have a total, we actually have a total of one, two, three, I think four nodes. No, I'm sorry. Wait, one, two, three, four, we have a total of five nodes. That includes the parents nodes. Yes.
53:00
Speaker 2
Yes. Yes, actually, I just pulled up your record. So this is under Vicki Malone. Yes. Okay. And the email address is v-l-m cam@yahoo.com. Is that right? Yeah. And you have a WHW-03 total of three nodes. So all of the nodes right now. Four. in total, that includes the uh current node, the one connected to the.
53:00
Speaker 1
Yes. [silence] None of them are working. [silence] Yes. [silence] We got a red light. [silence] Yeah. Yeah. [silence] I mean they're actually powered on, but they're all showing a red light. [silence] Yes. [silence] Yes. [silence] We checked with Spectrum, and they did whatever they had to do on their end and they said it's the link's this problem. [silence]
54:00
Speaker 2
uhh, so right now all of the nodes are not working. Okay, so even the parent node. All right. Okay, so uhh the parent node also showed red lights. Solid red. Okay. Uh, well, all right, well, if that is the case ma'am, it could be that this parent, yeah, the reason why all of the nodes are not working because the parent node itself is not working. So they're dependent on the the child nodes are dependent on the parent node. So probably this parent node is not getting any signal from your modem, which is Spectrum. So, uh, did you check with Spectrum if you have active internet connection with them?
54:00
Speaker 1
But we have no internet connection. Yes, they they did whatever they had to do. Uh, my son was with with them when they did all that. Oh, oh, oh, oh, yeah, you have a laptop. Okay. Okay. But if I don't have a, if I don't have an internet connection, how can I get onto the laptop?
55:00
Speaker 2
Okay. [silence] Okay. Did they [silence] try to connect your computer straight to the modem and [silence] verify test it that way or they just check it from their end. [silence] Okay. Do you have any computer available, Miss Vicky? [silence] Okay. So, [silence] yes, can we work on the laptop so as we can verify the settings of this [silence] links is on the parent node, okay? [silence] So, let me know if [silence] it's okay. We can still access the router settings without internet. So, [silence] we'll just work on your laptop. [silence] Can we move closer to the parent node?
55:00
Speaker 1
Okay, so you want me with the laptop closest to the parent node. Okay. Okay, so let me, I need to go downstairs in the basement. So just give me a few seconds to, I'm outside. I'm enjoying this nice weather. Okay, I'm walking my way downstairs. Hello can you hear me? [silence] Okay, I was afraid that I was down in the basement [silence] of you. [silence] Hello, can you hear me? [silence]
56:00
Speaker 2
yes I can okay so you're connected to the network right it says you're connected to the network to your own network
57:00
Speaker 1
Okay, are you asking me from connected? Hello. Okay, yes, the problem is being down the. What? My laptop? I, I, yeah, that's why because there's. Section. Did you? Okay,
58:00
Speaker 2
ma'am you're kinda breaking up sorry yes okay you're kinda breaking up there so um are you connected to your network yes okay um yeah it seems that uh your phone reception there is i can't hear you clearly hello Hello? Hello, Miss Vicky. Hello? Ma'am, you're still there? Hello? Ma'am? Hello?
58:00