V2 Rubric Detail — 38c171a8-6b33-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 16:31
Duration
8m 44s
Contact
Felix Bobritsky
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133925
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Internet Goes In and Out_WHW03
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide free troubleshooting based on incorrect warranty status, directing customer to pay for support — a clear evasion of responsibility per Linksys policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to provide accurate technical guidance, incorrectly claimed the device was out of warranty and support required payment, and offered no valid troubleshooting beyond a failed app suggestion and factory reset. No empathy was shown, and the customer was effectively dismissed, leaving the issue unresolved and violating core support policies.

V1 Case Analysis

Customer reports intermittent internet connectivity and Linksys app detection failure on WHW03 (SN 20J10C62762813, expired Oct 2020). Agent omitted core diagnostics (web UI, wired test, power cycle), misstated model as WHW-103, and offered $15 paid support before exhausting free troubleshooting. Customer declined and ended call.

Troubleshooting Steps
  • Confirmed modem functionality with ISP (Spectrum).
  • Suggested using the Linksys app's channel-finder feature (unavailable to customer).
  • Recommended uninstalling/reinstalling the Linksys app.
  • Advised a complete factory reset if issues persist.
Key Observations
  • Agent omitted required diagnostics: no attempt to access router via web UI (http://192.168.1.1 or http://myrouter.local), no wired speed test, and no power cycle instruction — all violating 'Try These Fixes First' protocol.
  • Incorrectly stated model as WHW-103 (non-existent) instead of WHW03, a factual error that undermines credibility.
  • Prematurely offered paid support ($15) before validating basic connectivity or exhausting free troubleshooting paths, contradicting universal_escalation_guide.md.
  • Failed to acknowledge or de-escalate customer frustration after the customer expressed dissatisfaction at [08:00], violating Angry Customer Protocol.
  • Customer terminated the call without receiving actionable help or a clear next step.
Positive Highlights
  • Collected complete customer information (name, email, phone, serial number, model).
  • Correctly identified and communicated the out-of-warranty status and cost of paid support.
Agent Errors / Gaps
  • **Protocol Violations:**
  • - Skipped mandatory troubleshooting steps (web UI access, wired test, power cycle) per universal_escalation_guide.md.
  • - Offered paid support before validating router access or performing minimal diagnostics, violating 'Try These Fixes First' guidelines.
  • - Did not acknowledge customer frustration or follow de-escalation protocol when customer expressed dissatisfaction.
  • **Accuracy Violations:**
  • - Relied solely on the deprecated Linksys app instead of directing to web UI (http://192.168.1.1), contradicting universal_app_transition_notice.md.
  • - Incorrectly referenced model as WHW-103 instead of WHW03.
  • - Failed to instruct customer on power cycling the modem/router or performing a wired speed test, both standard KB-recommended steps.
  • **Resolution Failure:**
  • - Call ended with no technical resolution, no validated next steps, and customer dissatisfaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution, closed with paid support only, and did not resolve or meaningfully advance the issue.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested app-based channel finder and factory reset, but skipped core diagnostics like wired test, firmware check, or power cycle verification.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated out-of-warranty devices are ineligible for free troubleshooting, violating OOW best-effort policy requiring free diagnostic support regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent confirmed modem works and customer rebooted, but failed to ask about LED status, wired speeds, or firmware version — key steps for intermittent connectivity.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt remote access, check admin UI, or guide customer to local login (e.g., http://192.168.1.1); relied solely on app, which failed.
T3 Not Met No misinformation conf 97%
Agent claimed WHW03 is out of warranty and phone support costs $15 — both false per KB; support is free, and OOW devices still receive best-effort help.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected info and maintained basic flow but lost control by not guiding toward resolution and allowing disjointed app troubleshooting loop.
C2 Met Confirmed understanding conf 86%
Agent used simple language, repeated serial/model for clarity, and avoided technical jargon, adapting to customer’s level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer, but ownership was compromised by refusing further help without payment, contrary to support policy.
O2 Not Met Proactive follow-through conf 94%
Only next step offered was factory reset with no timeline, follow-up, or confirmation plan; customer left without actionable path.
O3 Not Applicable Closure confirmation conf 100%
First contact, no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was not complex enough to require escalation at this stage.
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 96%
Agent showed no empathy despite customer frustration and repeated attempts; no acknowledgment of difficulty or apology for lack of help.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt tone to customer’s growing irritation; remained transactional and failed to re-engage after app failure.
X3 Not Met Overall experience conf 93%
Customer repeated serial and model; agent did not use known data (e.g., WHW03) to streamline steps or avoid redundancy.
Call Transcript18 turns · 18 lines
Speaker 1
I need help with my, I think, my router is not working properly.
00:00
Speaker 2
make sure this is affecting your device you know Okay, you said earlier you've reset it so just let me make sure what is Mmm and your network and like you also Have ever have you noticed if it's like it's acting up. Yep. Okay, is do you remember another device but lately it's been working on Try this for me. Turn off the monitoring on your phone, um, and then turn it back on.Make sure the application is still in the foreground.
00:00
Speaker 1
I give the modem from spectrum is working perfectly. And they're saying it's my router issue. The internet is sporadic. It's on, and off, on, and off. About this issue, yes. Felix Bobritsky.
01:00
Speaker 2
I see. I see. Thank you so much for that one. Before anything else, can I also ask, is this your first time calling? All right. Since this is considered as your first time calling, I'll just have to gather some quick few information so that I can create a case, in our system. To start off, can I have your first and last name? Can you spell up your last name for me, please?
01:00
Speaker 1
ritsky yes. yes. yes. I can go to any of the nods and give it that. Yes. okay.
02:00
Speaker 2
800 Brittany 88 92 J frauds Please provide your e mail address. Thank you so much. Felix Babjevitch at gmail dot com. And will be calling from phone number 818-809-3036. Can you provide me the serial number of link's device? Because they came in a pack. All right. If they came in a pack, you can just provide me one of them. [silence]
02:00
Speaker 1
Share number is, 20J-I'm sorry, 20J10C62762813. [silence] Yes. Um what do I see model number. Oh, a model number, I'm sorry. Yeah, W-H-W03.
03:00
Speaker 2
Just to repeat, it's 20, like Jacob, 10, like Charlie, 627, 628, 13. And what's the model number as well? underneath the unit. Uh-huh.
03:00
Speaker 1
I called the spectrum and they said their modem is giving me full speed, no issues. You mean, besides turning it on and off? No. Besides that, no. Uh, I did, but I changed phones and upgraded my phone and now I can't log into it.
04:00
Speaker 2
Thank you so much. Alright, let me quickly double check everything on my end. Can I also ask what kind of troubleshooting steps have you done so far as well? Mm-hmm. Mm-hmm. Alright. How about on the Linksys routers? have you done any changes as well? No, uh, there's no way. Yes. Like any other changes? And lastly, may I ask, do you use the Linksys app as well? I see. Thank you so much for that one. So as you mentioned, the internet seems to be uh goes in and out every now and then or in this case like frequently, you've already rebooted, but there seems
04:00
Speaker 1
Yes.
05:00
Speaker 2
there's to be no changes afterwards with that one and you've already confirmed with spectrum that their internet and the modem seems to be working properly in this case there's only two possible options left if you can still try to log into the links this app with your account there's what we call a channel finder channel finder improves and gives you a stable connection after it's done scanning the channels and afterwards you perform a reboot for it that specific option is only available on the links app however after doing the links app if you're able to enter and still no changes I do have to set your expectations the last possible troubleshooting step
05:00
Speaker 1
Do I existing router or mesh wife system or set up a new one? So, what do I do? It's already been done. Okay. Find my router. It says, Oops, something went wrong. Okay, so the first step I'm trying it says, existing router mesh the WiFi system. I press find my router and says, power on your router, which it is on, connect your WiFi name, which I did that, and then tap button below, find my router. Then it gives me, Oops, something went wrong. We can't detect your router. Wanna talk to us? Call us. [silence] Do I existing router or mesh wife system or set up a new one? So, what do I do? It's already been done.
06:00
Speaker 2
you can add it to your existing account. Once again. After all those changes After all those changes and there's still no changes with the behavior as well. Your last possible troubleshooting step that you can consider is a complete factory reset and reconfigure everything from scratch so that it can remove any kind of data that's currently clumping your internet connection.
06:00
Speaker 1
So, you're saying that, uh, the system I got is out of warranty already?
07:00
Speaker 2
I see. You can try uninstalling and reinstalling the app so that it can try to synchronize with the current Wi-Fi connection that you have with the links. However, before any further troubleshooting may also start, I do have to set our expectations that your current WHW-10 3 that you have is unfortunately no longer in warranty. The warranty status of the product had expired around October 26th of 2020. They are no longer eligible for free troubleshooting on our end. But all troubleshooting steps or any kind of guides at all is completely free and available on suppport.linksys.com. However, if you do still wish to proceed with troubleshooting through the phone, which is completely optional, it entails a $15 cost. Yes.
07:00
Speaker 1
OK. And you can't help me, unless I pay you money. So just follow the support page, but not someone on the phone talking to me. Okay, well, Not a good in the company policy, but OK. Thank you for this information. Bye-bye.
08:00
Speaker 2
in terms on the phone support, that is correct. But in terms of the troubleshooting guide, it's completely free and accessible on support.linksys.com. Sorry. All right. Once again, thank you so much for calling Linksys as well. Take care. [silence]
08:00