V2 Rubric Detail — 3a36d646-69d4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:39
Duration
8m 55s
Contact
Timothy Beaucant
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00098301
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot Access UI Locally
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately offering paid support and an email without attempting any diagnostic steps, despite the issue being within scope for best-effort out-of-warranty support.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided materially incorrect information (wrong website, invalid model), and avoided ownership by redirecting to paid support. No diagnostic steps were taken despite a clear symptom (solid red LED), and the interaction lacked empathy, clarity, and technical accuracy, resulting in a completely unresolved case.

V1 Case Analysis

Customer reports WHW01 node solid red, no internet. Agent offered paid support or email with video, did not troubleshoot. Provided incorrect support URL (support.license.com).

Troubleshooting Steps
  • Collected name, phone, and email (mis-heard serial number)
  • Stated device is out of warranty (no lookup)
Key Observations
  • Agent did not follow KB procedure for solid red LED (led_intelligent_mesh_consumer.md).
  • No WAN/modem checks or restart sequence performed.
  • Provided incorrect support URL (support.license.com) instead of support.linksys.com.
  • Declared warranty status without verification.
  • No troubleshooting attempted before offering paid support.
Positive Highlights
  • Agent was polite and collected basic contact information.
  • Offered multiple support paths (AI tool, email, paid support) even if not technically sound.
Agent Errors / Gaps
  • Failed to follow KB procedure for solid red LED (no internet) – omitted WAN cable check, modem-first restart sequence, and LED meaning explanation.
  • Provided incorrect support URL (support.license.com) instead of the correct Linksys support site.
  • Declared warranty status without lookup or verification.
  • Offered paid support without attempting free troubleshooting per KB guidance.
  • Mis-heard and recorded serial number incorrectly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or attempt any troubleshooting; only offered an email with instructions and a paid service option.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken (e.g., power cycle, cable check, firmware verification, or WAN test) despite a clear symptom (solid red LED).
R3 Not Met Correct resolution path conf 96%
Agent identified the device as out-of-warranty but failed to provide best-effort troubleshooting (e.g., restart, cable check, or firmware update) before offering paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., about modem status, recent changes, or firmware) and incorrectly identified the model as WHW001 instead of WHW01.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or KB resources were used; agent did not access logs, perform remote diagnostics, or reference any technical documentation.
T3 Not Met No misinformation conf 97%
Agent provided incorrect information: cited 'support.license.com' instead of 'support.linksys.com' and misstated model as WHW001, which is not a valid model.
Communication
C1 Not Met Clear & professional language conf 95%
Agent used excessive filler ('Okay' repeated 30+ times), lacked agenda, and failed to guide the interaction toward resolution.
C2 Not Met Confirmed understanding conf 94%
Agent used a scripted tone, did not adapt to customer’s level, and failed to confirm understanding or simplify technical steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by immediately deferring to email instructions and paid support without attempting resolution.
O2 Partially Met Proactive follow-through conf 89%
Agent set a next step (email within 5–10 minutes) but did not confirm follow-up or ensure the customer understood the path forward.
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 issue could have been addressed at L1 with basic troubleshooting.
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 or acknowledgment of customer frustration; interaction remained transactional and impersonal.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s pace or tone; used repetitive phrasing and failed to check comprehension.
X3 Not Met Overall experience conf 96%
Customer repeated personal details multiple times; agent provided an incorrect URL, increasing effort and confusion.
Call Transcript16 turns · 17 lines
Speaker 1
I have a W H W O 1 mesh router and we had
00:00
Speaker 2
Welcome to Linksys 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.linksys.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, 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. Thank you for calling. This is. May I help you?
00:00
Speaker 1
[ silence ] The flag router will no longer connect to the, um to the internet. And I've gone through your whole lnc sä t system here, um and they've sent me to you as a possible hardware issue. [ silence ] The model number I gave you was a WHW01. [ silence ] Serial number is, and this is small so you have to bear with me. 25F 13M 37B 26.
01:00
Speaker 2
Muh, okay. Okay, so may I know the model number of that Linksys router? Okay. And how about its serial number? [silence]
01:00
Speaker 1
That- that yes. [silence] First time. is um [silence] on my home phone that I usually call from is 716 685 1-557 [silence] It's Timothy Resnick spelled R-Z-Z-E-S-N I-C-K [silence]
02:00
Speaker 2
Okay, that's 254 for Freddy, 13M for Mary, 37B for Byron, 26479. Okay, and how big or linkages before sir, this is the first time. Okay. I can have also your phone number? Uh huh. How about your first name and last name? Okay. Okay, let me check if I get the correct glass name. That's R for Robert, then E, Z, N, K, I. Okay, so again, that's R-Z-E-Z N-I-K-I, correct? Okay. Okay. So, how about your email address? [silence] Okay. And you're calling from [silence] Canada, sir? Okay. And who is your Internet service provider? [silence] Okay. So, right now, you're on screen [silence]
02:00
Speaker 1
Correct. I don't I have I have internet out of spectrum modem, but the Wi-Fi, the node is giving me a steady red. And I've changed all the changed all the wires, rebooted it, four, eight different times, tried three different nodes cables. Nothing seems to change it. Good. They're all red. I have three.
04:00
Speaker 2
Is you don't have um internet connection using your links or? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
04:00
Speaker 1
Okay. Okay. Okay. [silence]
05:00
Speaker 2
Okay, sir, I think the problem here is that there are settings on your modem that is not connected or synchronizing to your own, uh, lengths WWH001. Okay? Okay, so what we can doing here, sir, is, um, we can do a, um, reconfiguration of your router. Okay? Um, so that it will, um, communicate again to your cable modem. Okay? Okay? Okay, right, but before we do start, sir, for, um, any troubleshooting, let me just inform you about the status of your linksys router. Okay, um, it shows it here in your record, or in our system that this router that you have, the WHW01 is already out of warranty, okay? Complement.
05:00
Speaker 1
I already did that. yeah, so, uh, okay, I already did that that, um, AI sent me here, so, okay.
06:00
Speaker 2
_shift 1_ our <start_of_audio> Support is no longer available. But you don't need to worry about that. We do have options for our Intel Linksys products. The first option is you can take advantage of our AI tool that can be found on our website, and that is support.linksys.com. _shift 2_ Mhm. Okay. Mhm. Mhm. The second option that we have is I can send you an email with a link to a video that you can follow on how to reconfigure the settings on the router. Mhm. And our third option, this is our one-time non-refundable technical support that will last up to 60 minutes of troubleshooting, and that is our paid connect service for only $15.
06:00
Speaker 1
All right. Well, let's start with the [silence] uh email [silence] of me rebooting or re-re-configuring me.
07:00
Speaker 2
With this option, there's no guarantee that we'll be able to fix the issue. And if our device is defective, there will be no refund or replacement. But rest assured, we'll walk you through step-by-step to make things back to working again. Okay. Mhm. All right. Let me verify your email sir, where I can send you the instructions. That's T for Tango, R for Robert, Z for Zula, E for Edward, Z for Zula, N I K at J N O. That's J U N O .com, right? Okay.
07:00
Speaker 1
All right, very well. All right, very good. Thank you. Yeah. [silence] Thank you very much, Carlo. You have a good night. All right. Bye now.
08:00
Speaker 2
All right. So just wait for the emails here, like around 5 to 10 minutes after we ended our call. You're welcome. So in case you, um, change, uh, you wanted to avail our, um, paid connect service, sir, just give us a call and just provide your phone number as a ticket number, okay? Yeah. Okay. You're welcome. So again, to know more about license devices, you can always visit our website that's support.license.com. Okay? So thank you for calling license, sir. This is Carla. Just wait for the email, okay? You're welcome, sir. You too, sir. Have a great night. Good bye.
08:00