V2 Rubric Detail — 3cf3e9f0-64f7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:07
Duration
10m 47s
Contact
Curtis Carroll
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132999
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all diagnostic effort and offered paid service without attempting any troubleshooting, despite the issue being resolvable through standard L1 steps.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership2.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, ignored best-effort support expectations for out-of-warranty devices, and offered only a paid service or guide without attempting resolution. No empathy, ownership, or troubleshooting was demonstrated, resulting in an unresolved case and a clear Avoidance/Evasion violation.

V1 Case Analysis

Customer reports three WHW03 mesh nodes with solid red LEDs and offline in app. Out‑of‑warranty. Agent offered paid support or to email a setup guide; no troubleshooting performed.

Troubleshooting Steps
  • Offered to send a self‑help guide for adding the node back to the network
Key Observations
  • Agent did not perform any standard mesh troubleshooting (power‑cycle, reset verification, WAN check).
  • Repeated paid‑support offers without first attempting free troubleshooting steps.
  • Correctly identified product model and warranty status, and collected accurate contact information.
Positive Highlights
  • Accurately captured customer name, phone, email, and serial number.
  • Correctly identified the device as a WHW03 model and confirmed out‑of‑warranty status.
  • Provided a clear next step (emailing a guide) and offered a paid‑support option.
Agent Errors / Gaps
  • Failed to follow the standard troubleshooting flow for mesh node connectivity issues.
  • Did not verify internet/WAN status or node LED states beyond what the customer reported.
  • Focused on paid support before attempting any free diagnostic steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or achieve any outcome; only offered paid service or a guide without attempting resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., power cycle, WAN test, LED check) were performed; agent skipped diagnostics and moved straight to warranty status.
R3 Not Met Correct resolution path conf 94%
Agent correctly identified device as out-of-warranty but failed to provide best-effort troubleshooting; instead immediately offered paid service, violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not ask relevant diagnostic questions (modem status, internet at WAN, node placement); no logical process to identify root cause.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (admin UI, speed test, remote session) used despite need to verify WAN connection and node status; relied solely on customer description.
T3 Met No misinformation conf 89%
Agent correctly identified model (WHW03), warranty status, and accurately described paid support option.
Communication
C1 Not Met Clear & professional language conf 91%
Long silences, no agenda, abrupt transitions; agent failed to guide interaction or maintain control.
C2 Not Met Confirmed understanding conf 90%
Used scripted language without adapting to customer’s frustration or confirming understanding; no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent avoided ownership by offering paid service instead of attempting free troubleshooting; transferred responsibility to customer.
O2 Met Proactive follow-through conf 88%
Agent committed to email a guide after the call: 'I will send the guide to you right after this call.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 82%
No escalation occurred, but issue was within L1 scope; agent could have resolved with basic troubleshooting, so decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No acknowledgment of customer’s frustration or repeated reset attempts; entirely transactional tone.
X2 Not Met Tone & rapport conf 91%
Agent maintained rigid, scripted pace; did not adjust to customer’s emotional state or check for engagement.
X3 Not Met Overall experience conf 92%
Customer repeated serial number and contact info; agent introduced unnecessary paid-service gate instead of resolving issue directly.
Call Transcript17 turns · 19 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.linkss.com. Please have your device 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. 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. Hi, thank you for calling Linksys. This is Geowic, 'how can I help you today?
00:00
Speaker 1
I'm having trouble trying to get my Linksys modes to connect with the internet. I've reset everything. Uh the internet uh router and modem comes back on, but uh and when I go on my app, it looks like the one that's connected to the router modem is on, but it's still showing a red light. And the other two are red light, but the app shows that they are offline. So, trying to figure out how to get this thing uh reconnected. It was a weak signal earlier today. That's why I tried to reset it. Hello? Can you hear me? Yeah. Uh, okay. Uh, three nodes. [silence]
01:00
Speaker 2
[silence]
01:00
Speaker 1
I don't know if it is or not the out the out says it's online, but the light on top of it still shows it as red instead of blue. So I'm not so sure that it's online. The other two are the light is red, but the and it confirms that it shows them offline. So I've tried reset buttons, I've tried powering it up with you know turn it off and power it up, flip the switch on and flip it back off, you know the whole thing and the things that normally work aren't working today. I haven't had to reset it in a while it's been connected and doing well up till now. [silence] Yeah, I'm, uh, I'm assuming that the serial number is the same for all three, I don't know. Um, but this one I'm looking at right now is, oh, that's small, looks like 20, J2, 06, 08832150.
02:00
Speaker 2
Okay, Pixie Nodes Rights. May I have the serial number of this node or piece, the one that isn't currently working? Let me just read it back to you 20J20608322536.
03:00
Speaker 1
Yeah. After that eight is another eight. And then it's three, two, one, five, zero. Yes. Internet is Xfinity. Xfinity. Yes. [silence]
04:00
Speaker 2
150
04:00
Speaker 1
Yes it's 770 570-9670. First name is Curtis C-U-R-T-I-S Last name is Carol C-A-R-R-O-L-L D-U-R-T-I-F Uh Carrol is C-A-R-R-O-L-L
05:00
Speaker 2
Phone number of the device, and the product information. May I ask for your phone number in case we get disconnected? How about your first and last name, sir? I'm sorry, how do you spell your first name, sir? Curtis. Got it sir. Thank you, and your last name?
05:00
Speaker 1
Yes . It's O L L. Curtis Carol at yahoo dot com.
06:00
Speaker 2
Gotta thank you and your email address is sure huh.com. Okay so yeah, I was able to pull up any device information Sir and it shows that you are using yes, a w-w-03 um links this node and unfortunately sir, this device is so what he's showing out of warranty in our system. Um this was purchase 2019. Sir unfortunately for out of warranty device, you can no longer provide free assistance but I can offer
06:00
Speaker 1
Okay. Uh huh. Okay. Let's try that first. see if I can get that done. If not, I can call back and pay for the service. Yahoo.com, uh-huh.
07:00
Speaker 2
for you two option for this. First option, sir, we do have a paid service, this is $15 for an hour of troubleshooting. And that way I'll be able to walk you through step by step on the setup process to have it work again. Second option, if yes, you want sure, I can also send you the guide, same guide that you will do. if you will avail the paid service, which is to readd this node back to your network. Okay. Okay. So again, sir, your email address is [silence] at yahoo.com, right? Okay. So yesterday I'll send the guide on how you can add. Okay, ask Andrew if he can add it into, [inaudible] the guide how you can add the, this node back to your network. [silence] What's the light by the way, show your the node. Say on the top of the node. Thanks.
07:00
Speaker 1
I don't hear you. Uh oh. What question are you wanting me to answer? Oh, it's red. It's red. Yes. Um uhhuh. Both of them but two of the three that are not connected. It says actually, so this is what's strange. All three are red, but the app says the one in the basement is connected. And the other two are offline. So, I [silence]
09:00
Speaker 2
Yes, I'm sorry, sir, what's the light, sir? nine one, yes, sir, what's the light indicators, sir, on the top? Is it the solid red? It's red. And steady, right? Okay.
09:00
Speaker 1
Okay, I'll look into that. Thank you. Bye bye. Okay. Bye bye.
10:00
Speaker 2
Okay. So yes sir, I will send the guide to her right after this call. And if you need further assistance, you can just call us back. We do have a paid service if you want us to walk you through, uh with the, uh with adding this note to your network. Okay. thank you so much for your time sir. Yes sir. You're welcome sir. Have a good day and please stay safe. Bye-bye sir.
10:00