V2 Rubric Detail — 3101e318-6e57-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:26
Duration
9m 21s
Contact
Mark Wright
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided all troubleshooting, provided materially incorrect information, and pushed a hardware upgrade without diagnosing the issue, constituting a critical failure in support protocol.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.43/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps, provided factually incorrect information (e.g., 'five brace method', 'WHX03'), and evaded ownership by immediately recommending a new system. No tools were used, no empathy shown, and no escalation initiated despite a clear ongoing hardware symptom. The call resulted in no resolution and constitutes a critical failure in support delivery.

V1 Case Analysis

Customer reports three WHW03 nodes solid red; reset failed. Agent skipped troubleshooting, used incorrect terms ('five brace method', 'WHX03'), and recommended upgrade to MX2000/MX4200 without attempting any KB-backed steps. No technical resolution achieved.

Troubleshooting Steps
  • Customer attempted a reset using the red button (agent did not verify outcome).
Key Observations
  • Agent never collected serial number or confirmed warranty status despite discussing paid support.
  • No diagnostic steps were performed for the red LED condition (KB Path C: No Internet was entirely skipped).
  • Agent used incorrect terminology: 'five brace method' (not a valid Linksys procedure) and 'WHX03' (non-existent model).
  • Agent incorrectly implied WHW03 is no longer manufactured, pushing an upgrade without attempting repair.
  • Agent recommended MX2000/MX4200 without verifying compatibility or need.
Positive Highlights
  • Agent maintained a polite tone and acknowledged customer frustration.
  • Offered to email a Wi-Fi Fix-It guide for future reference.
Agent Errors / Gaps
  • Missing required serial number collection for warranty/support eligibility.
  • Failed to follow standard LED-red troubleshooting flow (Path C: No Internet).
  • Provided inaccurate terminology: 'five brace method' is not a valid Linksys procedure (KB contradicts).
  • Misidentified product model as 'WHX03' instead of 'WHW03'.
  • Did not verify warranty eligibility before recommending paid upgrade.
  • Incorrectly claimed WHW03 is no longer manufactured, violating support protocol for in-warranty hardware faults.
  • Recommended MX2000/MX4200 without technical justification or troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the red LED issue; only suggested purchasing new hardware without attempting any fix.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (e.g., power cycle, cable check, factory reset) were performed despite clear symptoms (all nodes solid red).
R3 Not Met Correct resolution path conf 97%
Agent recommended immediate hardware upgrade without confirming warranty status, diagnosing fault, or attempting best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask diagnostic questions (e.g., modem connection, recent changes) and did not identify root cause beyond 'red light'.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (LED guide, admin UI, remote session) were used despite the need for LED interpretation and network diagnosis.
T3 Not Met No misinformation conf 98%
Agent referred to non-existent 'five brace method' and incorrect model 'WHX03' — both materially inaccurate and unsupported by KB.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure; agent immediately pivoted to sales suggestion without framing, managing expectations, or maintaining control.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to adapt to customer’s frustration or confirm understanding of key concepts like setup.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by deflecting to a new purchase instead of attempting to resolve the existing issue.
O2 Partially Met Proactive follow-through conf 84%
Agent mentioned 'consider upgrade' and sending a guide, but provided no clear next steps, timeline, or follow-up plan for current issue.
O3 Partially Met Closure confirmation conf 86%
Agent acknowledged prior contact but did not reference any history or findings from previous interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Escalation to warranty/RMA was warranted (possible hardware fault) but agent skipped L1 troubleshooting and did not initiate escalation.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed; therefore, no details were provided or customer informed about escalation process.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy; responded with scripted, sales-oriented language despite customer expressing frustration and irritation.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to match customer’s emotional state; remained rigid and transactional throughout.
X3 Not Met Overall experience conf 96%
Customer had to repeat the issue; agent provided no actionable fix and increased effort by requiring new purchase.
Call Transcript20 turns · 20 lines
Speaker 1
Yeah, so I'm having an issue with my Linksys, you know, extender net in my home. It's gone red. So
00:00
Speaker 2
welcome to links this 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 to hear more about your please have your device serial number and contact information ready if unavailable kindly call back later for out of products paid support option may be available depending on the issue this is Riyuna going to help you today.
00:00
Speaker 1
I talked to you a month ago. And I paid, I will I'm I'm up for paying the. You know the the fee to have you walk me through it again, but it's irritating. I don't know what knocks it off. But we'll get to that in a minute. Upgrade what? Oh. I'm sorry, I'm not, I'm not following. What what am I upgrading? The the net? The actual towers?
01:00
Speaker 2
[silence] you want to consider to do an upgrade first or repurchase and your Linksys mesh system to do an upgrade. Your Linksys mesh system, which means to purchase a device that is upgraded compared with your WHX03 since the issue still persists. Yeah, your Linksys mesh system. Yes,
01:00
Speaker 1
Okay. Okay. And. And. And can you. Do. What is my what? Oh. Yeah. My concern is that it. it's. it's not working in the outer reaches of my. home. Yeah. Where. where I purchased it to begin with. Right? Um. and each one of the three towers is now red. I tried to unplug it. I tried to red. You know. the red button reset. they're not working. They're still going to red. Yes, it is Mark. Right.
02:00
Speaker 2
But what is your care rent care rent issue your concern all about with your links us devices this time. Yeah, okay. Wait a minute. Let me just confirm if I'm talking to that Mark, right. So you have three links this device. There's the app and check.
02:00
Speaker 1
I don't know what an upgrade entails. Is it going to a licensed dealer and buying three more towers. Okay. Uh, is that what you're recommending? Because I don't want to have to keep going through this every month.
03:00
Speaker 2
Okaying, so you have a paid support ticket, but I know that you are aware that it's only one time, so for their support would require if we call this back again. So are you planning to proceed with the paid support again or consider to do an upgrade? Yeah, exactly. Yeah, because if the issue still as of now also, sir, we are no longer manufacture WHW03? So there's a possibility that's possibly just a cost. And of course, to be fair with you, you can also consider to do an upgrade, purchase a new WHW03.
03:00
Speaker 1
Oh, because it's still within warranty. Okay, so. Excuse me. I think what you're telling me is, if you were me, you'd just go buy an upgraded system, because this is probably, I don't know, five year old, least ours. Um. And, uh, otherwise I'm going to be calling you and paying for the hourly assistance every other month. Correct.
04:00
Speaker 2
Oh, yes, exactly. And for the mesh devices, we can support three years for the warranty period. Yeah. Yeah, exactly, sir. [silence]
04:00
Speaker 1
Hmm, either.
05:00
Speaker 2
Can suggest some model numbers that you can purchase with? You can actually look for an MX 2000 or MX 4200. Yeah. 2000, Mx 4200. Yeah. Either one. And I will also send you our Wi-Fi fixit series guide. It is a step-by-step instructions and how to set up your Linksys devices via email. So you can, yeah, the initial setup. I sent it to you.
05:00
Speaker 1
Yeah. That's what we did the last time, I think Yeah, went to the laptop, which still shows up actually as one of my Wi-Fi choices in the house Um, I went to a computer to do that on this old system. Okay I'm sorry When you, when you talk about setting up your system
06:00
Speaker 2
[silence].
06:00
Speaker 1
Be, you know, another device. I actually use my iPad, not my computer. Um, you're talking about, Yeah. Yes, but I'm, I'm sorry. But let me, that is in reference to the new tower system I buy. Either the MX2000 or the MX4200, correct? Yeah.
07:00
Speaker 2
Now, no need to use your iPad or computer. So, I send one of our easiest way on setting up our Linksys mesh system. And it is called the five brace method. For our Linksys mesh system, sir, there are actually some method which are similar to used in setting up your Linksys mesh system. So, I sent the instruction to your email. So you can follow that one on setting up your Linksys devices. But for the newly purchased routers, please feel free to call us back to assist you. And make sure to keep the receipt.
07:00
Speaker 1
Okay. Keep the receipt because I need the warranty proof. Why are you asking me to keep the receipt? Ah. [silence] I got you. Uh [silence] Okay, gotcha. Okay. Well, I appreciate you not just walking me through this again, uh, but instead is probably time just to upgrade my system. [silence] Right. Okay. Correct. All right. Thank you so much for your help. I appreciate it.
08:00
Speaker 2
Yes. We can update the warranty status of your linksys router based on the date where you purchased the device. And also proof of purchase. Just in case the device is defective so you still have a return policy. Yeah because the issue continues. Okay.
08:00
Speaker 1
Bye bye. You too. Bye.
09:00
Speaker 2
you're welcome, sir, and have a great day. Bye for now. [silence] And can you please end this call for me, sir,? Thank you.
09:00