V2 Rubric Detail — 39dc50c6-7939-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:50
Duration
6m 54s
Contact
Annett Wilson
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135940
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_WHW01

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication3.75/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall52.6% (-3.4)

V2 Grader Summary

The agent correctly applied the 5-press method to a supported WHW01 model and maintained ownership, but failed to perform basic troubleshooting (power cycle, firmware check) before resorting to an escalation-level action, and did not verify resolution or set next steps. Customer effort was increased by repeated information requests, and no outcome was confirmed, resulting in an unresolved case.

V1 Case Analysis

WHW01 solid red LED, out of warranty – performed 5‑press reset method, no outcome verification. Follow-up required.

Troubleshooting Steps
  • Verified solid red LED status
  • Checked warranty status (out of warranty)
  • Instructed 5‑press reset method
Key Observations
  • Agent correctly identified WHW01 model and used the appropriate 5‑press escalation method.
  • Long periods of silence (e.g., [04:00]–[05:00]) and no verification of post-reset LED status.
  • Agent did not confirm whether the router rebooted or returned to solid white/blue after the 5-press method.
  • No clear next steps or follow-up plan provided to the customer.
Positive Highlights
  • Accurate model identification and use of correct 5‑press escalation method.
  • Collected essential customer information (name, phone, email, model, serial).
  • Provided clear step‑by‑step instructions for the 5‑press reset.
Agent Errors / Gaps
  • Did not confirm outcome after instructing the 5‑press reset.
  • Did not ask the customer to power-cycle or verify LED status after the reset.
  • Excessive silence during the call, particularly between [04:00] and [05:00], indicating poor call control.
  • Failed to provide a clear next step or follow-up plan after the troubleshooting attempt.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent instructed 5-press method but never confirmed if the issue was resolved, reboot succeeded, or LED status changed.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped foundational troubleshooting: no power cycle, no firmware check, no local access attempt; jumped directly to 5-press without ruling out basic fixes.
R3 Met Correct resolution path conf 97%
Agent correctly identified WHW01 as out of warranty but proceeded with best-effort troubleshooting (5-press) instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (solid red LED) and asked about Wi-Fi visibility but did not establish a logical diagnostic sequence or isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used 5-press method (an escalation-level tool) without first performing basic troubleshooting required by universal_escalation_guide.md, such as rebooting or checking firmware.
T3 Met No misinformation conf 99%
Agent accurately described warranty status and correctly applied 5-press method to supported WHW01 model per universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but allowed multiple long silences, failed to set expectations, and did not manage transitions clearly.
C2 Met Confirmed understanding conf 92%
Agent used simple language, repeated model/serial details for clarity, and avoided technical jargon, adapting to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a new case record, stayed on the line, and attempted resolution without transferring or deflecting responsibility.
O2 Not Met Proactive follow-through conf 93%
Agent gave no timeline, follow-up plan, or next steps after 5-press; customer left without knowing what to expect or when.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or available; this was treated as a first contact by the agent.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted—issue was within L1 scope (LED troubleshooting on OOW device); agent appropriately avoided escalation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred and none was warranted; E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized early for audio issues but did not acknowledge customer frustration over two-day outage or prior effort.
X2 Partially Met Tone & rapport conf 87%
Agent matched customer’s slow pace but did not confirm understanding after key instructions or adjust tone beyond neutrality.
X3 Not Met Overall experience conf 96%
Agent required customer to repeat serial number and model number multiple times despite having already captured them.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys Support.
00:00
Speaker 1
uh yeah our router has been out for two days and um I need some help. it it's not working uh uh the 20 um and the backup is just not working. can you hear me now? OK. do you need my serial number? not to my knowledge just we uh Friday night we couldn't sign on we couldn't use the wi-fi.
01:00
Speaker 2
My name is Vincent and I'll help you today. I'm sorry, what happened to the router? [silence] Sorry, what happened to the router? I do apologize, but you seem to be cutting in and out. [silence] Yes, I can hear you now. Once again, may I know what happened to the router? Was there any kind of power outage or internet outage? I see. All right, thank you so much for that one. Before anything else, may I know, is this your first time calling? [silence]
01:00
Speaker 1
No. We may have called three years ago, maybe. I don't know. 6099939. That's my phone number. Okay. Um, where would I find that? I have a serial number.
02:00
Speaker 2
I see. Was the phone number that you may have called, was it 954-060-9939? Is that correct? All right. Thank you so much for verifying. Let me quickly double check to see if there's a record create it. Thank you so much for patiently waiting. But unfortunately checking, it sure under our end with the phone number 954609939. There seems to be no record pertaining on our end. So currently that seems to be the case. I'll just have to create a new record instead. Can I know what's the model of your router?
02:00
Speaker 1
Two, five, F as in Frank, 11 M as in Mary, three, one B as in boy zero one, three two two. Yeah. Annette Wilson? Yes. Yeah. That's correct. Right. A N A E is in Boyd.
03:00
Speaker 2
All right, what's the serial number? Thank you. You five Frank, 11 Mary, 3.1 Boy, 01322. All right, thank you so much for that one. May I know to whom am I currently speaking with? Was it Annette Wilson? Annette is spelled as NN and TT. Wilson w i l s o n. What about the email address?
03:00
Speaker 1
[silence]
04:00
Speaker 2
[silence] A&A b like boy w i 22@yahoo.com. [silence] and how many Linksys device do you own? [silence] just one. All right. Lastly, may know who's the internet service provider? [silence] Is it not Spectrum, Comcast [silence] just to verify, was it Dish? [silence] All right. Thank you so much for that one. [silence] Let me quickly double check everything on my end. May I also know have you done any kind of changes or troubleshooting so far with the Linksys router? [silence] [silence] [silence]
04:00
Speaker 1
Yes.
05:00
Speaker 2
The red light stays on. Is it flashing or solid right now? Solid red. What about the Wi-Fi name? Does your Wi-Fi name that you created still shows up? Mhm. All right. Thank you so much for that one. So, before anything else, upon double checking it here on our end, it shows here that your WHW01 or the white looking tower on your end, or the current mesh unit, is no longer in warranty. Which means the unit is no longer available for any kind of replacement or any refund on our end. But we'll try to see if we can try to make it work again.
05:00
Speaker 1
Okay. Yes? Okay. This. Five. Ten. [silence]
06:00
Speaker 2
Alright, thank you so much for that one. So can you go next to the device right now? Alright. We're going to be doing what we call the five press method. You're going to press release, wait a second, press release, wait a second, five times on the rest button. Yes, that's correct.
06:00