V2 Rubric Detail — 36dfd4b8-6ff9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:19
Duration
11m 6s
Contact
Cheri Coffin
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134647
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately offering paid support without basic triage or warranty verification, effectively evading responsibility for issue resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, incorrectly offered paid support upfront, provided partially inaccurate information, and showed no empathy or ownership. The call was abandoned after minimal engagement, with the customer left without a resolution path. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer (WHW03) reporting intermittent Wi-Fi drops, devices offline, and app issues. Agent incorrectly stated remote access is discontinued, performed no troubleshooting, and ended call abruptly without resolution or case creation.

Troubleshooting Steps
  • Collected customer name, email, and phone number
  • Identified product model as WHW03
  • Noted parent node LED was solid green and one child node LED was blinking red
Key Observations
  • Agent incorrectly claimed at [09:00] that 'Linksys smart Wi-Fi remote access website has been discontinued' — this is factually wrong per KB; remote access is still available via https://linksyssmartwifi.com for supported models (universal_support_contacts.md).
  • Failed to perform any basic troubleshooting despite clear symptom (blinking red node) at [06:00], which triggers immediate escalation per universal_escalation_guide.md (solid red LED after reboot/reset).
  • No case number created; no escalation path offered; call ended abruptly without confirmation of resolution or next steps.
  • Agent did not verify serial number, warranty status, or attempt to access the web interface locally as a self-help path despite customer asking for help accessing router settings at [09:00].
  • Customer reported a blinking red node LED, which is a documented escalation trigger for hardware fault assessment (universal_escalation_guide.md).
Positive Highlights
  • Correctly identified the product model as WHW03 based on customer description.
  • Collected complete customer contact information (name, email, phone).
Agent Errors / Gaps
  • Provided materially false technical information: claimed Linksys Smart Wi-Fi remote access is discontinued (transcript [09:00]), when it is still active and supported per KB (universal_support_contacts.md).
  • Failed to follow escalation protocol: blinking red LED on a child node (transcript [06:00]) is a documented trigger for immediate escalation to Linksys support per universal_escalation_guide.md.
  • Did not perform any basic troubleshooting steps (reboot, power-cycle, factory reset) despite customer reporting ongoing connectivity issues and a blinking red node, which is a known hardware fault indicator.
  • Did not create a case or ticket number, violating standard case management protocol (universal_escalation_guide.md).
  • Ended call abruptly without confirming understanding, offering next steps, or ensuring customer had a path forward (universal_escalation_guide.md Angry Customer Protocol).
  • Did not verify or document serial number or warranty status despite discussing paid support eligibility, which is required for proper support pathing (universal_paid_support_workflow.md).
  • Misled customer about firmware updates causing app invisibility — no such policy exists; app support for WHW03 remains functional per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a path to resolution; only mentioned app discontinuation and gave a generic local access URL without troubleshooting device connectivity.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed — no reboot, speed test, or firmware check; agent skipped diagnostics and jumped to paid support.
R3 Not Met Correct resolution path conf 96%
Agent offered paid support before confirming warranty status or performing basic triage, violating the paid support workflow for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause — asked no diagnostic questions about ISP, reboot history, or device placement despite blinking red LED and intermittent connectivity.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — no remote session, no guidance to check firmware version, no speed test at modem, and no use of admin interface beyond mentioning myrouter.local.
T3 Partially Met No misinformation conf 85%
Correctly quoted $15 fee, but inaccurately stated that Linksys Smart Wi-Fi remote access was discontinued; KB confirms it's still available for some models, though deprecated.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to frame the interaction, set expectations, or guide the call — immediately pushed paid support and ended with no clear closure.
C2 Not Met Confirmed understanding conf 92%
Repeated mispronunciation/spelling of customer's name (Coffin, Sherry) without correction; used technical terms without checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership — treated call as transactional paid support onboarding rather than resolving the reported issue.
O2 Not Met Proactive follow-through conf 93%
No next steps defined — agent said 'continue' and ended call without follow-up plan or timeline for resolution.
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 occurred and none was warranted based on transcript.
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%
No empathy expressed — ignored customer frustration about devices dropping offline and repeated login issues.
X2 Not Met Tone & rapport conf 94%
Agent maintained scripted tone despite customer confusion and difficulty navigating app and browser errors.
X3 Not Met Overall experience conf 96%
Customer had to repeat model and serial numbers multiple times due to agent's failure to capture them correctly, increasing effort.
Call Transcript21 turns · 22 lines
Speaker 2
Welcome to Lixis 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.Lixis.com. Please have your device's 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 service options, press 2. If you're experiencing issues with your Lixis product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. [...] please stay on the line to proceed with the paid phone support or get help from our AI powered support bot. [ silence ]
00:00
Speaker 1
I'm calling to see how much it is for your, um, your out of warranty support. Okay. Could I, could I go ahead and proceed with some help? May I have your last name, please? Um, Sherry Coffin. C-H-E-R-I-C-O-F-F-I-N. [silence] Okay.
01:00
Speaker 2
Hi thank you for calling Linksys this is Regina how can I help you today it is $15 and it's good for 60 minutes of troubleshooting one five yeah of course but let me get her also your let me get first your information including the router information to proceed on creating a ticket in our system and to provide to proceed with the paid support may or first name and last name am and and could you please verify your email address one more time ma'am the model number and manufacturer of the router okay uh that's for the customer's handle and device authorization number
01:00
Speaker 1
1R. Yeah, but the first name has 1R, yeah? Yes. And then the last name is Coffin, C-O-F-F-I-N. Like the box. 8 0 8, 2 2 2-5 6 1 2. Sherry, first name, last name, C-H-E-R-R-I. Coffin, C-O-F-F-I-N. 8 0 8 @ gmail. All right.
02:00
Speaker 2
sorry. So C H E R R I and your last name? Again, can you spell it for me your last name? Okay, yeah. I got it. And your last name? Coffin. And your callback number, Sherry? In your email? @ gmail.com. Okay, it's letter S H E R I [silence]
02:00
Speaker 1
No, it's C. C H E R I. Yeah, E flip. Yeah. I am. I have three five. Okay, hold on. I'm trying to take a picture of it. One second. Okay. The main is I think it's two zero two seven, it's oh three and six zero, and then eight two four. It's four zero six one and then zero six two nine. So we have four zero five three and oh two three. Yeah. I don't know how to pick it up but I'm going to try. Let's see if it opens up. I'm going to press the activate card button. Hold on. I think I'm doing it. Okay. Can you place your finger on the right side where it says please place your finger here until the camera lights up, which is the blue light and green? [silence] Thank you. [silence] Thank you. Thank you. Okay. So my main SSC here is two zero two seven. Then it's oh three and six zero. Then it's eight two three. Then it's four zero four one and zero six two nine. Now we have two problem six two, two zero six one, four zero five three. So if you want to give it a try, go ahead and press the card activation button Hope it works for you. Thank you, have a wonderful night. Likewise, thank you.
03:00
Speaker 2
And then, C, O, S, S, Frank, Frank, I. N, 8 0 8 @ gmail.com and how many lengths is router do you have on? [silence] say if you have five lengths this devices, can you please provide a serial number of the main router? [silence] [silence] you
03:00
Speaker 1
Wolfrey one M like Mary, three C like Charlie L like Apple, two, three 558, two 553 558, what is what? Oh wait, no, that's not the serial number. I'm sorry. The serial number is above it. Wait, no, that's the model number above it. That's the serial number. Yeah, correct. I I'm trying, I I'm trying to get some help with the app. So we we've had this
04:00
Speaker 2
lead to fight. And what is your interest, you're regarding your Linksys routers? You're concerned. It is actually the serial number. Yeah, the model number is WHW03, right? But may I ask, what is your concern all about, regarding with your Linksys, system?
04:00
Speaker 1
for a few years. And our internet, it just seems to keep going out and a few things on the online, um, like my ring keeps going out and my door. But everything else is going on and one of my TVs keeps going out, but everything else is going on. And I'm wondering if there's like a certain number of devices that can be used on my on my system or because like right now I'm logging into the app and it's telling me it's online. But when I go to log my ring, it's telling me I'm using the wrong password. But it's the same password that it's on my app. So I'm confused. Spectrum. Uh, look the greenish color. Which what was us? [silence]
05:00
Speaker 2
CoinContacts. What do the lights on your linksys indicate? OK, the parent node is solid red. Sorry, solid green, including the child nodes.
05:00
Speaker 1
Okay, so one is green. Hold on. I'm going to go. I'm going to go. I've got to walk upstairs. So the one, the parent one is green. The one in my downstairs is blue. And I have three upstairs. Hold on. I have a blue. I have a, looks more like green. And a red. One. It's a blinking red. [silence]
06:00
Speaker 2
What is the logo? Yeah. Sorry says so they're odd sold out red. How many nodes are sold out red? That might still
06:00
Speaker 1
So, I cannot do form updates on them anymore. Is that what you're saying? Oh. Okay. On the. On that. On my laptop. Okay. So, where would I go to do it on my laptop? Okay.
07:00
Speaker 2
now I would like to set an expectation first Sherry that due to the firmware updates so this model to the links is up with this one are no longer visible due to the firmware updates so but then you can still access it's web interface locally to manage your router settings no due to the firmware updates the WLGW zero three are no longer visible on the links app Sherry so but you can still manage it's router settings by by uh by accessing the web interface yes but can you please explain your concern all about you mentioned earlier that you have [silence] due to the firmware update. [silence]
07:00
Speaker 1
My doorbell, my, my, my Wi-Fi, and my ring, my ring, um, they're saying they're not connecting to the Wi-Fi. But I'm showing on my, on my app. Well, not right now, right now it's just circling. But a few minutes ago, it said I had 19 devices online and 12 devices not online. Why is it all of them aren't coming online? And one of my TVs goes in and out. No, it's close to one of the ones that was blue. It's right next, it's right next to it. Cool. A spectrum. [silence] [silence] Why did this keep what makes it?
08:00
Speaker 2
because one of the the child nodes is blinking red possibly could be the issue is that television closer to the parent node and who is your internet service provider
08:00
Speaker 1
Um first, before I do that, can you tell me where I need to go online to access my account since you said I can't do it on the app anymore? My browser stopped local. It's saying it's not private.
09:00
Speaker 2
Then you'll try to do a speed check but before that you'll mentioned earlier that you're planning to proceed with the page support. Would you like to do it now? Okay. So for the Linksys remote access um Sherry I do really apologize that. Yes, the Linksys smart Wi-Fi remote access website has been discontinued. However your router and your internet connection will continue working normally so you can still manage your router locally by accessing myrouter.local. Yes. [silence]
09:00
Speaker 1
continue, okay?
10:00
Speaker 2
click advance or continue or continue yeah I get asked you to create your own admin password okay use the recovery key labeled on the bottom of the parent node okay sure and have a great day bye for now [silence] made an oak scroll for me. Thank you.
10:00