V2 Rubric Detail — 31c27374-5f77-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:08
Duration
13m 49s
Contact
Preston Lawrence
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132085
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 2 Smart Fan dropping connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting by immediately pivoting to a paid support charge without conducting meaningful diagnosis, effectively evading responsibility for resolving the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, misidentified smart ceiling fans as smartphones, and prematurely escalated to a paid support requirement without attempting any resolution steps. No tools were used, no empathy shown, and the customer was left without a path forward, resulting in an unresolved case with clear avoidance behavior.

V1 Case Analysis

Customer reports two smart ceiling fans dropping Wi‑Fi connection on WHW03V2; agent collected model/serial, suggested mixed‑network issue, offered paid support, no resolution.

Troubleshooting Steps
  • Asked about LED status of main router and nodes
  • Confirmed SSID is combined (single network name)
  • Suggested possible mixed‑network incompatibility, channel or firmware issues
Key Observations
  • Agent pushed paid support without confirming warranty status.
  • No concrete mesh‑troubleshooting steps (reset, node placement, firmware check) were performed.
  • Communication lacked empathy and contained contradictory statements about warranty.
Positive Highlights
  • Collected model number, serial number, and customer email early in the call.
Agent Errors / Gaps
  • Stated router was out of warranty without verification and later contradicted that statement.
  • Incorrectly referred to the Wi‑Fi band as 2.5 GHz.
  • Did not follow the standard full‑mesh rebuild or IoT‑device troubleshooting flow.
  • Failed to acknowledge the customer's frustration or provide reassurance.
  • Requested credit‑card details for out‑of‑warranty support without clear consent or explanation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid path forward; customer ended call without resolution and considered buying new hardware.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential troubleshooting (LED check, power cycle, firmware version, 2.4 GHz isolation) and relied on speculation instead of systematic steps.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent offered no best-effort troubleshooting (e.g., factory reset, band separation, firmware update) before pushing paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (fans dropping) and asked about SSID separation, but failed to pursue root cause with targeted questions or logical sequence.
T2 Not Met Appropriate tools / resources used conf 97%
No tools used (e.g., router UI, logs, speed test); agent relied solely on verbal description without accessing any diagnostic data.
T3 Not Met No misinformation conf 98%
Agent incorrectly blamed 'smartphone' despite customer clearly describing smart ceiling fans; provided vague, unsupported suggestions (channel/firmware).
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, abruptly introduced payment requirement, and lost control by shifting focus from troubleshooting to billing.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing terminology (e.g., 'smartphone' for fans), did not confirm understanding, and gave no explanation for credit card request.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred responsibility to payment system instead of owning the technical issue; no effort to resolve before deferring to paid support.
O2 Not Met Proactive follow-through conf 96%
No next steps provided; agent ended interaction after payment discussion without outlining any troubleshooting plan or follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the case was closed without attempting L1 resolution.
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 95%
Agent showed no empathy for customer's frustration; remained transactional and offered no acknowledgment of repeated device failures.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s confusion about payment or technical mismatch; continued with rigid script despite customer hesitation.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by requiring card details for an unresolved issue and provided no self-help path to avoid repeat contact.
Call Transcript22 turns · 25 lines
Speaker 1
[silence] Hello, Gerald. My name is Preston. I'm having some issues right now and I'm trying to figure out if it's an [silence]
00:00
Speaker 2
Welcome to Linxis 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. Please register your product by visiting register.linxys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, 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. [silence] Thank you for calling, my name is Gerald. You can help. [silence]
00:00
Speaker 1
Is this an issue with my network or with my devices? Um, so we have three smart fans in the home and two of them will not stay connected. I will connect them and then I can see them on the logs. They'll stay connected for about 10 to 15 seconds and then they drop off the network again and I have to go delete them, try to reinitialize them. They'll connect. They'll stay connected for about 10, 15 seconds and then again. And um, I've contacted um, manufacturer of the fans and they, they don't seem to know what's wrong. Um, they said it might be an issue with my network. So I'm just trying to figure out what's going on. Uh, sure. I've got three nodes. The primary one connected to the internet, serial number is 2-0-J-2-0-M-333-B-3-3-4-0-3. And then the model number on that, model number is WHW03V2.
01:00
Speaker 2
all right. What's the model number and serial number of your link just right there? Yeah. And you said your name is Preston Lawrence?
02:00
Speaker 1
Alterman, yes. Uh, on file is most likely Texas two 89 at Gmail. Texas, T E X A S two eight nine at Gmail. Correct. Uh, who's our ISC? Uh, Cold link. Coast Connect. Coast Connect.
03:00
Speaker 2
sure how to spell that two eight nine at gmail like what is your internet provider with the name again
03:00
Speaker 1
again? Is blue. They're all the same and I don't have an issue with internet. I've got devices that are hardwired in and those have no issues and for the most part the Wi-Fi's fine for the exception of the two ceiling fans. I have three smart ceiling fans, but two of them.
04:00
Speaker 2
What is the light of the main note? What is the light of the main note? The light on the top. What about the two notes?
04:00
Speaker 1
It's correct. And it's, and it's immediately, I'll connect them. It'll stay connected. Um, I've got a home server here at the house running home assistant. I can see on the logs, it'll connect. And and they'll only stay connected for 10 to 15 seconds and they drop off. Um, and will not reconnect. I have to completely reset and rewipe that device to get it to reconnect again. Those are on the, uh, 2.5 GHz band.
05:00
Speaker 2
I see. Let me see what I can do then because you said, devices are working fine but only two not working? I mean, it keeps on dropping the connection, right? So the two point four and the five gig.
05:00
Speaker 1
Um I don't know offhand. I can look. Uh it's under Wi-Fi settings, I believe. West West Uh I'm only seeing one one name when I well, I think there's only one name. So, I don't I don't believe they're separated. Correct.
06:00
Speaker 2
It is it still combined or separated? Yeah. Often by some. Is if it's separated, the 2.4 name and the 5 GHz should be different. And I guess it's still combined. All right. Well, if that's the case, then maybe that device that keeps on dropping, it does not support a mix network, but it's weird that the other one's uh still connected. So maybe something else. However, and I checked the serial number right here based on the serial number that you provided,
06:00
Speaker 1
Yeah. Well, what I'm trying to figure out is if this is an issue with the router would buying a new router or a new node fix the problem. I don't want to just buy if that's not going to fix the problem, I don't want to just buy a new router. so I'm, I'm just trying to troubleshoot to figure out if I have an issue with the device or an issue with the router. and so I'm, I'm just trying to do some troubleshooting. And then my my thought was if a new router would fix it then obviously I would need to buy a new router or at least a new node. And then go from there. Both, both the devices that [silence]
07:00
Speaker 2
It's showing that your WHW03 is out of warranty and for out of warranty devices, we charge $15 to assist. Are you okay with that? It's non-refundable. Alright. I understand. Well, to answer your question, uh, I mean, this is not yet 100, I'm not yet 100% sure, but if you're saying that your devices are working fine except for your two smart phones not working and keeps on dropping, then I guess there's no problem with your router. It must be your smartphone. I'm not sure. But based on what you said, I think that that might be the problem. Could also be a channel issue or maybe firmware. [silence]
07:00
Speaker 1
I can't see on my phone or laptops. I can't see any other Wi-Fi device other than the one in my house. I can't even, from my house, I can't even see my neighbor's house. I can't see their Wi-Fi. So, I don't think it's an interference issue just because living out in the country, it's not like we're in an apartment complex or anything like that that has got a lot of traffic on those frequencies. And I've gone in and scanned the channel and the nodes shifted channels, but every time I do that, they'll, they'll, they'll move one channel and it'll bounce back and forth on one node. So, I don't, I don't think that's the issue because like I said, we're, I, I, I can't even see another Wi-Fi network on any of my devices. The only Wi-Fi network I can see is mine. Yeah. Yeah. Yeah, I mean, if there's something that you can do to help me optimize, if I've missed something, um, yeah, let me see if I can get it working. Cause it's at this point, I'm not sure whether I need to replace the router or I need to replace the fan. Yeah. Um, and I'm, I'm at this point of just kind of.
09:00
Speaker 2
Right. I understand. So I guess there's some problem with the router, although I'm not 100% sure. But we can try to troubleshoot it. I'm going to be honest though. There's still guarantee we can fix the problem because I'm not sure what is the problem. And also, we're not trained with third-party devices, so I can only help you with your Linksys device by suggesting settings to optimizing the internet. So what's your decision? Do you want to proceed or not?
10:00
Speaker 1
guessing. I don't know what I need to replace to get it to work. That one of the two is not working correctly, but when I called the fan manufacturer, they're saying it's the router. Um, obviously, you can't see anything wrong with it, so it's like, I'm, I'm just kind of guessing at what I need to replace. Okay, no problem. Um, I can pull one up. Yep. Um, my computer I think is Windows 11. Give me a second, I'll check.
11:00
Speaker 2
Gotcha. So I'm just going to open my tools here and do troubleshooting. Do you have a computer that we can use? What's the operating system of that? I see [REDACTED_PAYMENT_DIGITS] Okay. I'm going to need to ask for your card d.
11:00
Speaker 1
You need what? For like credit card? What for? I just, I'm just trying to understand what, what, what it's for. Oh, okay, I'm understanding now. Yeah, yeah, yeah. Um, let me, let me try to do some troubleshooting on my own. If I can't, if I can't get it figured out, I can give you guys call back, but at that point, um, obviously, if I were to get [silence]
12:00
Speaker 2
Is that okay? I need, I need to ask for your card info or details. Like your card number. Something like that. credit card. Yeah, credit card will do. I see. Isn't that let. They need to inform. Let me inform you again. That for me to assist you, you'll be charged $[REDACTED_PAYMENT_DIGITS] since the device is out of warranty. I thought I said that.
12:00
Speaker 1
Yeah, it a new router under warranty, um, that wouldn't apply, correct? Okay. Well, I might end up doing that. I might end up just buying a new router, getting that set up, and then if I'm having the same issues, have you guys troubleshoot from there, um, if that makes sense. Awesome. I appreciate it. No, I think that's it. Right. Thank you. You do the same.
13:00
Speaker 2
Yes, if it's in warranty, you will you will not be charged. It will sounds like a plant head. Yeah, it does. So, uh, you have other questions? Okay, I hope you have a nice day. You take care and bye for now. Thank you. [silence]
13:00