V2 Rubric Detail — 3da261cc-64f9-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-10 18:21
Duration
11m 13s
Contact
Joseph Borchest
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133003
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 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall39.1% (-16.9)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, despite the customer's clear problem: WHW03 mesh nodes not connecting to a Spectrum modem after a move. While the agent accurately stated warranty status and promised a post-call guide, they neglected required best-effort OOW troubleshooting steps. The lack of diagnostic questions, tool use, and adaptive communication resulted in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer unable to set up mesh nodes after moving; nodes cannot connect to modem. Agent offered paid support then emailed a generic setup guide. Issue remains unresolved.

Troubleshooting Steps
  • Collected serial number and contact information
  • Informed customer of out‑of‑warranty status
  • Offered paid‑support service
  • Offered to email a full setup guide
Key Observations
  • Agent guessed the device model (WHW03) without verification.
  • No technical troubleshooting (e.g., power‑cycle modem, check node LEDs, pairing steps) was performed.
  • Agent incorrectly stated that out‑of‑warranty devices cannot receive free assistance.
Positive Highlights
  • Collected serial number and contact details accurately.
  • Offered to send a detailed setup guide via email.
Agent Errors / Gaps
  • Incorrectly assumed device model without confirming.
  • Stated out‑of‑warranty status prevents free help, contrary to policy.
  • Did not perform any troubleshooting to address the connectivity issue.
  • Failed to verify modem status, node LED states, or perform pairing steps.
  • Offered paid support before exhausting free self‑help options.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the core issue: mesh nodes failing to connect to the modem. The customer remained unable to set up their system.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycling modem, checking cable, direct connection test, verifying LED status) before offering paid service.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., factory reset, 5-press pairing, direct modem test) as required by policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent repeated the symptom but asked no diagnostic questions (e.g., LED color, modem status, prior success with same setup) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — did not check admin UI, perform speed test, verify node LED status, or attempt remote session — despite clear need for diagnostics.
T3 Met No misinformation conf 98%
All technical statements (OOW status, paid service cost, ability to send guide) were factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but lost control during line cuts and failed to establish a structured troubleshooting plan.
C2 Partially Met Confirmed understanding conf 89%
Agent used confusing phrases like 'what about the load? How's that look?' and did not adapt language to clarify technical steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the case but minimized effort by immediately pivoting to paid service instead of attempting free troubleshooting.
O2 Met Proactive follow-through conf 97%
Agent committed to email a step-by-step setup guide after the call, providing a clear next step and follow-through.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff context to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate — the issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent offered brief apologies for line issues but did not acknowledge customer frustration from moving or repeated setup failures.
X2 Not Met Tone & rapport conf 91%
Agent used a scripted tone and did not adjust pace or clarity despite customer confusion and repeated line cutting.
X3 Partially Met Overall experience conf 89%
Agent collected necessary info (serial, email) but added customer effort by not performing on-call diagnostics or using available guides proactively.
Call Transcript18 turns · 20 lines
Speaker 1
Welcome to links and support. Hi. Um, I just moved into a new apartment and I have a a Linksys, um, like mesh system set up. Uh, uh, three of them. And I just, [silence] it's just it's just not they're not, um, I tried to update the software. Uh, the link, uh, it works between them, it's a problem. [silence]
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. The I'm thank you for calling me. This is Gia. How can I help you today?
00:00
Speaker 1
Like, not, they're just not connecting, um, and, and I don't, like, I don't know why. It's just, uh, can you can you hear me? Um, I have a I have a Lynxus set up, um, and I just moved into a new apartment, and they it's just not set it's not letting me set them up on the app. Just keeps telling me, like, we can't find your modem, and that, like, I, I don't I'm I'm not sure why. Like, a everything is plugged in. Um, I I've reset everything a couple times, like unplugged it unplugged it back in. Uh, I reset like, uh, factory reset all the, um, all the nodes, like all the Lynxus nodes, and it's just not working.
01:00
Speaker 2
Hello, sir. Yeah. Sorry to interrupt, sir, but your line is cutting in and out. Hello. Oh yeah I can hear you now, sir. Uh huh. Yeah, sir.
01:00
Speaker 1
Is it on it? Okay. Okay, ready? It's, it's 20 J 2 two 0 M 3 5 B 0 8 8 three 6. I have three
02:00
Speaker 2
I see. Got it, sir. May I have the serial number of the Linksys device or, please? Yes, underneath that, sir. Yes, go ahead, sir. Okay, got it. Let me just check on the exact details here, okay? Just give me a second. You have how many notes in total, sir? Three notes.
02:00
Speaker 1
Yeah. And I've done it before. Like, I... I used these same three nodes in my old apartment. And, like, they worked just fine. And they set up eventually. But I... I don't know why. I just... I just... I just got to this new apartment. We... I've probably been in here for like three days. And we just got our new... uh... Spectrum setup, our new Spectrum Wi-Fi setup. And it's not like... It just doesn't want to... It just doesn't want to connect with it. [silence]
03:00
Speaker 2
So, you tried setting it up using the Lisa app, right? Hmm. Okay. So, yeah, I just need to check on the exact unit here and... what do you know? Um, have you gotten any Drew movement on a listing? What about the load? How's that look? Okay. And the unit itself, how does it feel? Like, how...? How fast is it filling?
03:00
Speaker 1
be see uh B as in boy, O, R, C, H, E, R, s
04:00
Speaker 2
While we wait, sir. If I have your first and last name, please. forest [silence] Okay, and how about your email address, sir? I'm sorry, sir. Hello, sir. Hello, sir. Yes, yes, yes, sir. I can hear you, sir, but it's cutting in and out, sir. Hello, sir. Yes, yes. I can hear you now, sir.
04:00
Speaker 1
333 at I cloud.com. Yes.
06:00
Speaker 2
Okay, and then your phone number, sir, can you confirm? Is it um 516-289-6816? Okay, and may I know who's your internet provider, sir? Mi spectrum. Okay. Okay. I'll just need to check on the exact units. You just give me a couple of seconds, marking. Hi, sir. Based on the information I have here, it shows that you are using, or, these devices are WHW03, Linxtus nodes. And unfortunately, sir, this node shows that it's already out of warranty, and for out of warranty devices, we cannot longer provide free assistance, Annette. But I can offer you options for this. [silence] Yes, I can offer you options for this, sir. First option is we do have a paid service, that is $15 for an hour of troubleshooting, and that way I'll be able to walk you through step by step on how you can have it working. That is if your internet box is active, or online. Internet boxer itself is your modem from Spectrum.
06:00
Speaker 1
Yeah, I'm going to just... It's all good. I'm not. I'm not about to. I'm not paying for, uh, assistance. I, I could, if they're telling me if I could just figure it out, um, I, it'll, it'll still work eventually, right? I just gotta figure out how to do it. But they're, they're all pink. Yeah, I know, but it's not do, it's not doing it. It's not, it's not setting up. That's the thing. Uh, I'm like, it's, it's on the step.
09:00
Speaker 2
This is that that I can send you the full guide, same that we will do if you will avail the pay service, but the, but you can do it, but you can do it all by yourselves. And. Yes, yes sir. Ah possibly. Yes sir. Um, what's the light on the top of this notes, sir? Oh, which means it's ready for set up, sir, that's good. And a one of this notes are now connected.
09:00
Speaker 1
where's trying to uh, find internet between all three of them and it's not connecting to my modem. So it was telling me to restart my modem. Um, and it's just keeps saying that it it's not able to to connect to my modem. Like find internet to it. I don't but I'll I'll just keep trying. I'm not I'm not. Yeah, it's all good. I'm not pain. I'm not pain for. You said what? What was that? Oh, okay. I bet. Yeah, that's I'll do that if you want to send it to me. Okay.
10:00
Speaker 2
Okay. If that's the case. Yes, sir. If that's the case here, then let me send you the guy for how you can set this one up. That's for free. You'll have the full step-by--yes, it's pages there. The full step-by-step guide. I can send it directly to your email. That's for free. Okay. Yes, sir. I'll send it to you, sir, right after this call. Okay. Thank you so much for your time, sir. And if you wanted to avail the payment.
10:00
Speaker 1
Okay. All right. All right. You too. Bye.
11:00
Speaker 2
service, we do have, just call us back, sir, then we can help you with that. Yes, sir, have a good day, please stay safe. Bye-bye, sir.
11:00