V2 Rubric Detail — 3dcc10e6-7717-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 19:41
Duration
7m 56s
Contact
Jessie Lopez
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135722
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - parental control issues
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any troubleshooting or ownership, directing the customer to self‑service without attempting to resolve the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent identified the router as out‑of‑warranty but provided no troubleshooting, no escalation, and no concrete next steps, leaving the customer's connectivity problem unresolved. The interaction showed clear avoidance and lack of ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to reconnect WHW-003 after ISP changes; out-of-warranty. Agent provided only generic support website link, no troubleshooting or case creation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the model (WHW-003) and confirmed it is out of warranty at [03:00].
  • No troubleshooting steps were performed despite customer reporting a post-ISP-change connectivity issue.
  • Only generic website URL was provided; no specific KB article or step-by-step guidance.
  • No case was created and serial number was not collected, violating protocol.
  • Agent offered pricing for new hardware without confirming the need or guiding through diagnostics.
  • Customer expressed frustration and sleeplessness due to the issue, but agent did not acknowledge or de-escalate.
Positive Highlights
  • Correctly identified the router model (WHW-003) and its out-of-warranty status at [03:00].
  • Provided the correct Linksys support URL (support.linksys.com) at [03:00].
  • Confirmed customer's name and email, showing basic case verification at [02:00–03:00].
Agent Errors / Gaps
  • Failed to collect the device serial number or confirm warranty via lookup despite discussing support eligibility.
  • Did not ask about modem, ISP connection type, or verify WAN status after customer mentioned Spectrum technician changes.
  • Provided no actionable troubleshooting steps; relied solely on directing to the website.
  • Did not create a HappyFox case or document the interaction despite prior contact reference.
  • Offered price estimates for new hardware without confirming the need or exploring repair options.
  • Failed to acknowledge customer frustration or apply Angry Customer Protocol despite customer stating 'I couldn't sleep all night' at [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent directed customer to website and future callback without fixing connectivity or performing any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed — no reboot, speed test, login, or diagnostic questions asked.
R3 Not Met Correct resolution path conf 97%
Agent identified device as out-of-warranty but offered only self-service website, ignoring OOW best-effort troubleshooting standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask about symptoms, connection type, ISP details, or any diagnostic information.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router admin UI, remote session, speed test, etc.) were used despite the issue requiring them.
T3 Met No misinformation conf 94%
Agent correctly stated the router is end-of-life/out-of-warranty and gave the correct support URL (support.linksys.com).
Communication
C1 Not Met Clear & professional language conf 95%
Agent gave no clear plan, kept using filler phrases, and did not steer the conversation toward a solution.
C2 Not Met Confirmed understanding conf 94%
Agent used informal, vague language and never checked the customer’s understanding or adjusted explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed the customer back to the website and asked them to call back later, showing no ownership of the issue.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow‑up commitments were provided.
O3 Partially Met Closure confirmation conf 90%
Agent referenced a prior call and the customer’s email address, but did not use that history to advance troubleshooting.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent never escalated the call despite the customer’s unresolved connectivity problem and repeated attempts to get help.
E2 Not Applicable Escalation prep & handoff conf 93%
No escalation was performed, so there is no execution to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered only generic pleasantries and did not acknowledge the customer’s frustration or lack of sleep.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace; the conversation remained flat and unengaging.
X3 Not Met Overall experience conf 95%
Customer was told to call back later and to use the website, creating extra effort rather than reducing it.
Call Transcript16 turns · 16 lines
Speaker 1
Hi, how you doing? Not too bad. Thank you. Happy 4th of July almost.
00:00
Speaker 2
Welcome to Linus 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 1 now. For out of warranty product, 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 Linksys. This is Abby, how can I help you? I'm good, sir. Thank you for asking. How about you? Yes. Okay.
00:00
Speaker 1
I have a linking notes and uh, no T E S and I had, changed my um, my router and my uh, and my modem cuz I had, I had hooked up to a neck gear 26 for the last eight or nine years. Now, I'm having problems, hooking them back up. Uh, I'm not at home right now but once I get home, can you guys help me out uh, reconnecting it and stuff? Okay. Oh, okay, okay, okay, okay. Okay, yeah, cuz I live out here in California so. Um, are you guys gonna be closed a little bit earlier, huh? Yeah, uh, hooking my back up cuz uh,
01:00
Speaker 2
Uh, sure. Sure. Sure. Definitely, sir. Yes, we're open up until 11pm today Eastern standard time. Yes. Well, you can, yeah. So you're having issues with your links?
01:00
Speaker 1
I had him hooked up and um then uh, Spectrum, which happened to be a cable company, they came out and they moved some things around and I lost my connection. I emailed them. So okay. Then and you guys will be able to do that over the phone, right? Okay then. Yeah, you got yeah. Yeah, I called yesterday. Because I had no yeah, I had no I had yeah I had no internet. I think I talked to Nathan. Yeah.
02:00
Speaker 2
Oh, I say. Yeah. So there is really a need for us to check on that, especially there's a need for us to check on the settings of your router since you've lost connectivity. So we need to access your router settings. You know. Yes, sir. But let me just uh by the way, let me inform you, um, yeah this is Jesse Lopez, right? Is that correct? Yes. Uh you've called yesterday, yes. We've created a record here. Yes. And your email address is, is it J E S S L O P E Z? Yeah. Yeah. Yeah.
02:00
Speaker 1
Correct yes. Three. Okay. Yeah so uh honestly I'm not a very uh I'm not that much really good at down
03:00
Speaker 2
e.m. .lopezsr at gmail.com? Is that correct? Okay. Yeah. So you have a w.h.w.o.t.hree Linksys. uh router. So how many nodes you have in total? Three. Okay. Yeah. So just to set your expectations, sir, Mr. Lopez, your router, w.h.t.hree is already out of warranty, sir. Okay. But we do have options for out of warranty devices, okay? um since it's no longer covered for free technical support, uh the first option is our website, okay? That would be support.linksys.com. You will find their articles and how to reconfigure the router. So, yeah. You can always give us a call back, uh later on, uh so the, yeah. [silence] Do I use. [silence] [silence] [silence]
03:00
Speaker 1
With the computers and stuff, so that's why I'm calling you guys, but I probably figured it out. I, I, I, I couldn't sleep all night last night. Um, I probably fell asleep probably about 5:00 this morning because I kept messing with it, with messing with it, messing with it. And I'm okay. And I, I, I think I almost had it connected. And also too, on my, um, on my, uh, on my Linkedin, uh, you know how you open it, uh, to check your notes and stuff? It has, it has my old, uh, it has my old Wi-Fi, but it was connected before with my old Wi-Fi. Because, uh, because now my Wi-Fi is CoronaPanthers #1984, and it has CoronaPanthers #84. So, I think, I think that, okay. So, once I get home, you guys will be able to help me out.
04:00
Speaker 2
Okay. Do you have a good picture of doing that? Okay. We have to do them. Are there compliments? Okay. Oh, I see. Okay, well, we will check on that later. Yes, okay. We
04:00
Speaker 1
Okay, yeah, yeah, I'd rather have you guys tell me what you've walked through the process and we'll go from there. Okay? And and okay, and just in case if the if uh if I need to upgrade it, what's it costing to get them upgraded? Uh with the old ones I have now? Mhm. Okay, cuz uh yeah cuz uh OH. Oh, because when I the cable guy came on he says I could have my old ones upgraded. I don't know if he does do the to the uh internet or what, you know? I was assuming, that's the person he gave me that I can get them upgraded, uh my old ones, you know?
05:00
Speaker 2
well there are newer models in Amazon sure I track on their website you can get newer models for a hundred a box a hundred dollars 140 $150 [silence] yeah
05:00
Speaker 1
uh you our own. I see. Yeah cause I mean, uh yeah. Yeah. it just, uh, I had a for eight years and then it's been working good, but then, like I said, I got a new modem, a new, a new router from Spectrum, and then working great. then I had a the cable guy come out, cuz I was having really poor internet uh speed, and he messed around with it, and I lost connection right there.
06:00
Speaker 2
Yes, because, uh, this is, this WHW-00-3, sir, is, um, uh, it's even, hold on, let me just check. Yeah, it's one of our end of life routers. Yes. It's one of our end of life routers, so, uh, but that's okay. Um, it can, as long as the router's still working, you can, you can, uh, you can always make use of it. Yes. When we say end of life, sir, the Linksys products no longer manufacture this particular device. Mmhmm. [silence] Th-th-The system that supports it has gone. [silence]
06:00
Speaker 1
So, so they're still working, but I don't know anything yet. So once I get home, I'll give you guys a call so you guys could help me walk through it and see if I can connect to the network. If not, then I'm going to have to get some new updates. Okay, thank you so much for having a nice weekend, okay? Okay, thank you. Hey, are are are you guys open uh tomorrow? So you're not open on Fourth of July and Saturday, Sunday. Oh, I mean, Saturday and Sunday, I'm sorry. So I won't be able to get a hold of you until Monday. Okay, thank you. Okay, you too. You too. Bye-bye.
07:00
Speaker 2
oh okay. oh okay yes okay not a problem sir okay yes you too you too. Thank you for calling linksys. This is E. you have a great day sir. No sir. We're not open on weekends. Yeah Saturday Sunday. Yes sir. But you can always call back later. Okay. Thank you again Mr. Lopez. This is E. Have a great night. take care. Bye bye.
07:00