V2 Rubric Detail — 36a09dce-70fe-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 01:27
Duration
14m 5s
Contact
Tony Clark
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134889
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Reconfiguration of the router
⚠ 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: Agent provided materially incorrect support URL (support.lennox.com) and misidentified company as 'Link Sisters' — constitutes Fraud (D) under auto-zero policy due to falsification of official channels.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, provided factually incorrect information including fake URLs and company name, and defaulted to paid support without attempting best-effort resolution. Despite polite tone, the interaction lacked technical accuracy, ownership, and structure, resulting in an unresolved case with auto-zero due to fraudulent channel misrepresentation.

V1 Case Analysis

Customer with WHW01 Velop (out of warranty) reported difficulty connecting to a new AT&T modem. Agent misidentified model as 'W80', provided incorrect support URL (support.lennox.com), and gave incorrect advice about port usage. No troubleshooting performed. Issue unresolved; agent offered video link and paid support.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the product as 'W80' instead of WHW01 (transcript [06:00]).
  • Provided incorrect support URL: 'support.lennox.com' instead of 'support.linksys.com' (transcript [07:00]).
  • Incorrectly stated that interchanging LAN/WAN ports would cause permanent loss of internet (transcript [11:00-12:00]), contradicting KB guidance on dynamic port detection.
  • No troubleshooting performed: no power cycle, no cable verification, no WAN settings check.
  • Did not verify internet connectivity despite customer reporting green LEDs and connected devices.
  • Did not create or reference a HappyFox case number.
Positive Highlights
  • Explained LED meanings correctly (green/blue = connected, red = no internet, purple/pink = not set up).
  • Offered self-help resources (video link) and explained paid support path.
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Misidentified the product model as 'W80' instead of WHW01.
  • Provided incorrect support URL (support.lennox.com) instead of support.linksys.com.
  • Incorrectly stated that interchanging LAN/WAN ports would cause permanent loss of internet, which contradicts KB guidance.
  • Failed to perform basic troubleshooting (power cycle, cable verification, WAN settings check).
  • Did not verify internet connectivity despite customer reporting connected devices and green LEDs.
  • Did not create or reference a HappyFox case number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed internet functionality or resolved the customer's core question about port roles; closed with vague advice instead of verification.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps performed (e.g., speed test, local login, firmware check); relied solely on LED color without validating connectivity.
R3 Not Met Correct resolution path conf 94%
Declared device out-of-warranty and offered paid support without attempting best-effort troubleshooting expected for OOW devices (e.g., factory reset, setup guidance).
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No logical diagnostic process; failed to identify actual symptom beyond 'green light' and did not correlate with network performance.
T2 Not Met Appropriate tools / resources used conf 92%
Did not use available tools (e.g., speed test, admin UI at 192.168.1.1, firmware check) to verify router status despite customer being online.
T3 Not Met No misinformation conf 95%
Provided incorrect URLs (support.lennox.com), misnamed company ('Link Sisters'), and gave technically inaccurate port explanation (implying WAN port reassignment without reset).
Communication
C1 Not Met Clear & professional language conf 91%
Interaction lacked structure; agent jumped between warranty status, LED meaning, port function, and support options without clear transitions or control.
C2 Partially Met Confirmed understanding conf 87%
Used simple language but failed to confirm understanding when explaining port roles and incorrectly stated WAN port behavior.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Transferred responsibility to video link without ensuring resolution; did not own the case beyond selling paid service.
O2 Partially Met Proactive follow-through conf 86%
Set a 3–5 minute timeline for follow-up but provided no actionable next steps for the customer to resolve their configuration question.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none was warranted; issue was basic setup guidance within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Polite in tone but failed to acknowledge customer effort or frustration; treated inquiry transactionally after warranty disclosure.
X2 Partially Met Tone & rapport conf 85%
Responded to questions but did not adapt to customer’s request for text-based instructions or clarify confusion about port functions.
X3 Partially Met Overall experience conf 86%
Avoided re-asking model/serial but introduced unnecessary complexity with incorrect technical details and paid service pitch.
Call Transcript25 turns · 26 lines
Speaker 2
Welcome to Lynxys 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.lynx.es.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Incorrect. Please have your device serial number and contact information ready. If unavailable,
00:00
Speaker 1
Hey Carla, I have a W-H-W-01 model number serial number. Model number is W-H-W-01. Serial number is 2-5-Frank 1-0 Mike 3-9-9-0-5-2-8-5. Yes. You got it. Sorry.No, no, no. Uh. Mhm. Car number, W., model number of Bage, W-H-W-01-C. And number is serial number.
01:00
Speaker 2
Okay? Sorry, I'm sorry, why did you call lost? Is this is Carly? How may I help you? Okay. Alright. How about the serial number, sir? Sorry. Sorry. Okay, okay. Let me just check if I got the correct um serial number. Tthat's 25 FRank 10M. 3990 5285. Alright. end. What is to be done?
01:00
Speaker 1
Did you find it? You say incorrect serial number? Okay, well, I'm trying to get it reach... I got a new arm, I got a new Wi-Fi company and I got a new modem and I'm trying to reset it up to be attached to this modem. Yes, Yes, correct. AT&T, Cops. 504-812-5091. Tony Clark.
02:00
Speaker 2
do we have a problem with this router, sir?
02:00
Speaker 1
T. card 6, 2, 2, 3 at Intel. [REDACTED_PAYMENT_DIGITS] Yes. That is correct. That is correct. That is correct. Three. Okay, the main notice light is green right now.
03:00
Speaker 2
Okay. and how about your um email address? Six two two three, right? Okay. at a t t dot nt. Um Clark all spelled as just C-L-A-R-K, right? Okay. So again, the email address is T Clark 623 at ATT d com. Okay. and then again, the router is a model W H-W-O-1. And how many nodes do you have sir? And what is the color of the main node sir, the light on the main node? And that many
03:00
Speaker 1
That's correct. No problem, yeah, [silence] Cool. Straight. They're green. Okay. Okay. Uh, I'm on the app right now.
04:00
Speaker 2
Node is connected to the router to your AT&T, correct? Okay. So, how about the other two nodes, sir? Okay. So, all of them are green, correct? So, actually, sir, if it is green, or like bluish green, that's an indication, sir, that it's connected to the Internet, like it's already set up. Because if it is not set up, it's not communicating to the Internet, it's either purple or red. Did you try connecting it wirelessly? So, are they like bluish green or like mint?Silence.
04:00
Speaker 1
Let me see, I'm on my phone right now, okay, tc link, I'm connected to that. Let me see if it's, uh, what is the name of my Wi-Fi? The Wi-Fi mode 1 is TC Google. So they all connected, okay.
05:00
Speaker 2
Can you try it on your computer? If try-to connect to the Wi-Fi and check if you can access the internet. or try-to use it on your phone? What's the name of your Wi-Fi from the router? Yes. Okay. [silence]
05:00
Speaker 1
I'll see that five devices. Let me try a speed check, see what it does. All right.
06:00
Speaker 2
ok so while while also waiting uh while you're checking the internet um would like to also to um inform you sir um the status of your linux writer um as i track it on our system based on the serial number sir um your router the W80 is already out of warranty and complimentary phone support is no longer available okay but we do have options in any case you need like technical assistance we do have different options for our to warranty lennox device the first option is you can take advantage of our ai tool that can be found on our website that is support.lennox.com okay and then our second option is i can send you a video link okay where you can follow instructions on how to troubleshoot issues on your router and our third option is if you want us to walk uh to walk you through to resolve any issues on the router we have this paid connect service a one time non-refundable technical support that will last up to 16 minutes of troubleshooting and that will cost you $15
06:00
Speaker 1
Okay, well, I guess, um, alright, yeah, you can send me a text note on how to uh, place those notes, troubleshoot on the internet? All right, cool, man. Yes, it's online.
08:00
Speaker 2
Okay. No problem. And your, your phone right now, is that online? Okay. So, again, that means, your, the router is now set up, okay, to connect to the internet. Again, you will know that it's not connected if the light is red, because if it is the light is red or blinking red, that means it's set up but did not receive any internet connection. If it is like purple or pink, that means the router is not yet set up.
08:00
Speaker 1
OK. OK. So the internet put, let me ask you another question. The internet ports on that router is the outputs or inputs or both. OK. So what OK.
09:00
Speaker 2
yet set up. Okay? But if it's on the bluish green or blue that means the router is set up and connected to the internet. Yes? Um one can be input, that's connection to the modem. Okay? And the other one, sir can be output if you want to connect another device like a computer or other device like cameras. You can use the other one. But once the route, okay, but um but once the router is already set up, sir. Okay? One will be um used for um like input like internet. Okay? If you want to set um but we recommend that you
09:00
Speaker 1
The one above what? The reset button? Is it under, um, yeah, it's underneath at the bottom, yes. It's got one by the power card and it's got one above the power, I mean you got two of them, one, the first one, and the second one. So, one closest to the power card. Okay, so right now I have the one right next to the power card. So the first one is empty, the second one is
10:00
Speaker 2
uh above the reset button
10:00
Speaker 1
I got it plugged into the internet. And the next one is the power cord. Yes. That's, that's correct. that's correct. you have the power cord and I got that part, Dan, then the other one is free. [silence]
11:00
Speaker 2
Yes, if you're going to start it from the power cord. So, the power cord is at the first one at the bottom, right? So, it's from the bottom, you have the power cord and then one port and then another port, right? And then the key on the modem right now is connected to the right port right next to the power cord. Right? Yes, we're Oh, yes. So the free onesur, again, you can use any device that will connect that. You can use like computer or other devices. But for the modem, since you already used that port right next to the power, okay, next time if you just do like disconnect reconnect the cable, make sure you use that port for Internet. Okay? Because as of the, as of the, as of the
11:00
Speaker 1
got you. [silence] Okay. [silence] Okay, I got it. Thank you so much, man. Um, don't call back. I have to please. I would like. Yeah, you can send me the information via text or be fine.
12:00
Speaker 2
Now that port is set up for Internet use only, okay? You can use that for ethernet like like for computer, you need to reset that node or that router so that that can be free okay to any type of configuration. Because if you already configure the router, you connected the modem, so that port is set up for Internet only. Once you interchange that one, sir, you'll lost Internet connection on that node. Because the other one is used only for local, not for Internet. Uh-huh. You're welcome. Uh-huh. Okay. [silence]
12:00
Speaker 1
Thank you. Thank you so much. Okay. Thank you so much. Have a great evening.
13:00
Speaker 2
No problem, sir. I'll send you the video link after our and I work. give me like around three to five minutes to wrap it up, okay? So, as of now, you don't need internet technical senses on the router is no set up, so all you need to do just connect your wireless devices or any wired device to your router, okay? Mm-hmm. You're welcome, right? So, thank you for calling, Link Sisters. This is Carla. So, I'll send you the video link, okay? If you want to check settings on your router or some troubleshooting, okay? You're welcome and have a great evening. Okay. Okay, hello, sir.
13:00