V2 Rubric Detail — 3aedde22-6f38-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 19:17
Duration
10m 43s
Contact
Marion Zentner
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134504
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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 responsibility by immediately directing an out-of-warranty customer to paid support without attempting any free troubleshooting, contrary to OOW best-effort policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, gave technically inaccurate information (invalid LED state), and evaded support responsibility by pushing a paid option without attempting resolution. Despite minimal empathy, the call resulted in no progress, violating core OOW and technical accuracy standards.

V1 Case Analysis

Customer performed factory reset on WHW03 after forgetting admin password. Agent inaccurately described LED status as 'solid green', failed to verify connectivity restoration, and did not collect email despite promising to send a Wi-Fi guide. Customer ended call without confirmation of resolution.

Troubleshooting Steps
  • Identified model number as WHW03.
  • Customer located and pressed reset button, reporting solid green LED.
  • Agent suggested power cycle of modem and parent node.
Key Observations
  • Agent incorrectly stated that 'solid green' means the device is working — WHW03 (Intelligent Mesh) uses solid blue for normal operation; green is not a standard LED color for this model (per led_intelligent_mesh_consumer.md).
  • Agent failed to verify that internet service was restored after the reset, leaving the core issue unresolved.
  • Warranty status was stated without documented lookup; agent immediately pushed paid support upon learning the device was out of warranty.
  • Agent promised to send a Wi-Fi guide via email but did not collect the customer's email address [07:00].
  • Agent repeated warranty script multiple times, causing redundancy and poor efficiency [06:00–08:00].
  • Customer discovered the reset button herself — agent did not proactively guide through the reset procedure.
Positive Highlights
  • Identified the correct model number (WHW03) based on customer description.
  • Displayed empathy and used the customer's name (Marion) multiple times.
  • Allowed the customer to self-discover the reset button, avoiding unnecessary instruction.
  • Suggested a power cycle of modem and parent node as a follow-up step.
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed solid green means working — contradicts KB (WHW03 uses solid blue for online/healthy state).
  • Failed to confirm that the factory reset restored internet connectivity.
  • Did not collect customer's email address despite promising to send a troubleshooting guide.
  • Offered paid support without first confirming warranty status via system lookup or collecting serial number.
  • Did not provide step-by-step reset instructions before the customer found the button.
  • Misrepresented product behavior by implying reset alone would restore service without verification steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still unable to access router after reset; agent did not confirm resolution or guide through setup steps.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped troubleshooting steps like factory reset instructions, local access, or password recovery and immediately pivoted to paid support.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly stated live support is unavailable for out-of-warranty devices and pushed paid support as the only path, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptom (forgot password), ask diagnostic questions, or determine root cause; instead assumed need for paid support.
T2 Not Met Appropriate tools / resources used conf 95%
No KB, tool, or resource was used — agent did not reference factory reset steps, web UI access, or firmware despite clear need.
T3 Not Met No misinformation conf 97%
Agent claimed 'solid green means it’s working' — WHW03 uses blue/purple/red only; green is not a valid LED state (per led_intelligent_mesh_consumer).
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to frame interaction, had long silences, and lost control by not guiding the conversation toward resolution.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without simplification for elderly caller and did not confirm understanding or adapt language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned case by pushing paid support and ending call without ensuring resolution or following up on promised email.
O2 Not Met Proactive follow-through conf 94%
Only vague promise of an email guide; no clear next steps, timeline, or ownership for follow-up.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was basic password/reset help within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'I totally understand your concern' and apologized, showing minimal empathy, but remained transactional.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone, pace, or complexity for elderly customer; customer expressed confusion and effort.
X3 Not Met Overall experience conf 94%
Customer repeated name, number, and model; agent did not use any pre-collected data to reduce effort.
Call Transcript19 turns · 20 lines
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 able to 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. [silence] Hi. Thank you for calling Linksys. This is Regina. How can I help you today?
00:00
Speaker 1
your Linksys, I just need it reset, but that you all need a password and I don't have my password and I couldn't figure out how to reset. I'm an old woman and couldn't figure out the code or whatever. I just need my towers to be reset. Hello?Um yes. Yes. Marion Zentner. Z-e-n-t-n-e-r. Correct. Marion. M-a-r-i-o-n.
01:00
Speaker 2
Okay, so I totally understand your concern. But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name? Z-E-N-T-N-E-R. And can you spell it for me, your first name?
01:00
Speaker 1
318-381-4738
02:00
Speaker 2
And how many links this router do you have? [silence] Can you provide a serial number of the main router? [silence] They have the same, their own serial number, each of the node.
02:00
Speaker 1
Hold on.
03:00
Speaker 2
okay [silence] okay, so the model number of your linksys devices
03:00
Speaker 1
What are you asking me a question? It doesn't have no number. Okay. It has a serial number and then it has MAC something. Is that what you want? W H W. Um, there is no W H.
04:00
Speaker 2
Yeah, what is the model number of your Linksys router? It has a model number labeled on the bottom. Can we look for the WHW03? Yeah.
04:00
Speaker 1
you you would think have a big big number I have a recovery key number I have a password key number a name setup Wi-Fi but no model number oh model number I see it. I see it. Hold on. It's in gray. It has W double H zero zero three. Correct.
05:00
Speaker 2
Let's try the UD check on top. And you mentioned earlier that your internet service provider isありがとう navy rightNow, before we proceed, I would like to set an expectation regarding of the warranty status of your lenks device smitin. Thank you.
05:00
Speaker 1
Wait a minute. Wait. I just saw a reset button under there, and it made my tower turn green. Is that all I needed to do? Yeah. Well, why didn't y'all just tell me to punch the reset button? I didn't know there was a I didn't know there was a reset button. Well, I think I just solved it myself without needing to, you know,
06:00
Speaker 2
Okay, so it appears. Okay, solid green means it's working. Because I would like. But I would like to set an expectation first regarding of the warranty, status of your LenSys routers. Okay, so it indicates in our system that they are no longer under warranty and I really apologize that live support is no longer available. However, we have paid support so I can still assist you further, but you need to pay $15 and it's good for 60 minutes of troubleshooting.
06:00
Speaker 1
I think I just needed to reset the buttons. Well, if my email is not working because I don't have the internet, then I won't be able to receive it. Hold on, I just want to make sure these towers. I just don't understand why I couldn't go online and and and figure out how to reset this online. Okay. Well, if I pay the money, will I fix? [silence]
07:00
Speaker 2
Yeah, you can try to work around if you doesn't want to proceed with the paid support. I will also send our Wi-fi fixed that service guide to your email after this call. So for the meantime, you can use the data or temporary hotspot as your guide.
07:00
Speaker 1
well so in other words for me for me to get internet and TV, I need to either go buy some more towers, is that what I need to do?
08:00
Speaker 2
Okay, so regarding with that, you need to agree that it's one time, non-refundable, technical support, session, lasting up to 60 minutes. So if we are unable to resolve your issue or determine that your product is defective, no refund or replacement will be issued. So this paid service is for troubleshooting only and does not include any follow-up sessions whether we can or we cannot resolve the issue. It might be that you just need to actually set up your Linksys router. Try to do a reboot process both modem and parent node. Yeah.
08:00
Speaker 1
All right. Let me, let me, let me work on this. It's not working, but let me, let me work on it and then call y'all back if I need to service it. Okay. Okay. Thank you. Bye bye.
10:00
Speaker 2
Okay. Uh, and, uh, I also, uh, uh, and, are where Wi-Fi fixed service guide for the helpful tips and guidance. So you can also check your email if you have data or a hotspot to use. So thank you for calling us, Marian, and have a great day. Bye for now.
10:00