V2 Rubric Detail — 46500be2-6541-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 02:57
Duration
7m 38s
Contact
Francis Areno
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133062
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Slow internet

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.43/5
Overall30.7% (-25.3)

V2 Grader Summary

The agent failed to perform any troubleshooting or diagnostic steps, offered only paid support and an email guide, and did not demonstrate ownership or empathy. Despite accurate information about warranty status, the lack of technical engagement and failure to advance resolution results in an Unresolved outcome.

V1 Case Analysis

WHW03V2 mesh system with intermittent slow Wi-Fi (~469 Mbps on 500 Mbps plan). Out of warranty (expired Feb 2025). Paid support offered; customer declined. Sent network-setup guide via email. No troubleshooting performed.

Troubleshooting Steps
  • Collected model (WHW03V2) and serial number
  • Checked warranty status (expired Feb 2025)
  • Offered paid-support option
Key Observations
  • Agent misidentified the customer as 'Raquel' despite the customer stating 'This is Francis' at [00:00], indicating a failure in basic personalization and attention.
  • No technical diagnostics (e.g., admin login, reboot, LED check, channel interference review) were performed despite a clear performance issue.
  • Agent offered to send an article via email but never confirmed or collected the customer's email address [06:00], creating a broken promise.
  • Agent correctly identified out-of-warranty status and offered paid support, then provided a self-help article when the customer declined.
Positive Highlights
  • Collected essential device information (model, serial, warranty) correctly.
  • Clearly communicated out-of-warranty status and the paid-support option with accurate pricing and terms.
  • Provided a self-help resource as a next step after paid support was declined, maintaining a support path.
Agent Errors / Gaps
  • Misidentified customer name as 'Raquel' instead of 'Frances' despite correction at [00:00], leading to unprofessional personalization.
  • Failed to perform any router-level troubleshooting (e.g., admin page check, reboot, channel review) despite a clear performance complaint.
  • Failed to capture or confirm the customer's email address before promising to send the article at [06:00], risking delivery failure.
  • Did not verify whether the customer could access the router admin interface or app before offering troubleshooting paths.
  • Did not ask about topology (e.g., number of nodes, placement) or confirm if issue was on both bands or specific devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent offered paid support and an email guide but did not resolve or meaningfully advance resolution of the slow internet issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., modem speed test, wired vs wireless comparison, router login) were performed before suggesting paid support.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device as out-of-warranty and offered paid support per policy, but failed to provide best-effort free troubleshooting first as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms systematically or ask key diagnostic questions (e.g., LED status, wired speed, interference) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., speed test, admin UI, reboot sequence) were used despite the issue requiring them for accurate diagnosis.
T3 Met No misinformation conf 94%
Information about warranty expiration and the $15 paid-support option was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected required data and moved the call forward but introduced paid support abruptly without framing expectations or explaining why troubleshooting couldn't proceed freely.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language but did not adapt to customer’s expressed frustration or confirm understanding of next steps beyond basic acknowledgment.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; instead redirected customer to paid service and email guide without attempting direct troubleshooting.
O2 Met Proactive follow-through conf 98%
Agent clearly stated the next step: sending a setup guide via email with a 5–15 minute delivery timeframe.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer frustration or express empathy regarding intermittent slowness; interaction remained transactional.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s pace or emotional state; long silences and lack of engagement cues suggest disconnection.
X3 Met Overall experience conf 91%
Agent avoided unnecessary repetition and provided a single, clear next step (email guide), minimizing customer effort.
Call Transcript16 turns · 16 lines
Speaker 1
[ silence ] hi Raquel. This is Francis. I'm calling regarding to, to inquire about my LynxSys develop unit.
00:00
Speaker 2
uh, uh, uh.
00:00
Speaker 1
So I did call my, yeah, I did call my provider, my internet provider, because it seems like my internet is slowing down. And they did troubleshoot the issue at my end. And it looks like the modem is working fine, but they recommended to call you guys because apparently I'm using Linksys router to connect. So it seems like according to them that the slowness is due to the router. Uh the serial number is, the serial number or the model number? Okay, the model number is WHW03V2. [silence]
01:00
Speaker 2
speech Yes please. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I see. Thank you for all that information. And for me to address properly with the slow internet on your router, may I have its serial number found at the bottom? I may have both. Okay? [silence]
01:00
Speaker 1
the serial number is 20 J 20M 33B 3281. how many years uh-huh how many years do I have? I think so. yeah. correct. I have three. I have three.
02:00
Speaker 2
mhm mhm mhm. All right thank you and as of checking you have the Linksys mesh nodes how many nodes do you have? mhm mhm. All right got it and is this your first time calling Linksys? mhm mhm. All right Nurse I'll create a record here and your first name is Frances right is that correct? and your last name may have it. mhm mhm. All right and I also may have your email address.
02:00
Speaker 1
It's 323-717-2991. It's blue. Yeah. So it's it's connecting. But yeah, the issue is just, I think the slowness sometimes. There's intermittent slowness. Uhum. Not that I'm noticing during uh for the wired, because I only have one uh device that is wired. So typically,
03:00
Speaker 2
All right, thank you and may I have also your phone number in case we get disconnected I'll be able to call you back. All right, thank you. And while my system is checking the hardware warranty and support of your linksys node. Going back to the main parent node right now, may I know what's the light on top the color? Right all right. Okay. okay. And the intermittent slow connection, is it both for devices that is connected wired and wireless?
03:00
Speaker 1
Most of all our devices are connected via Wi-Fi. We just did a test earlier and my download speed is 469. Yeah, [silence]
04:00
Speaker 2
Okay, got it. And Manuel, what's the maximum speed you're subscribed for your provider? Mm-hmm. All right, so probably around 500. And All right, so probably that Yeah. You need to update on the settings on your router to optimize the Wi-Fi speed. We can reset some settings. However, uh going back to the warranty and support of this Viralink system router here, upon double-checking, it's already um ended last um this, let me check it here, February 2025. And just to set your expectation, um with our
04:00
Speaker 1
Uh, no, I mean, so it's just like you're talking about uh troubleshooting helping me about some settings in the node itself. That's what you're going to do? Uh, yeah, I think I'm, I'm fine, I know um the settings in the node itself. So I'm just wondering that
05:00
Speaker 2
Out of warranty devices, if you wish us to help you walk you through troubleshooting the Wi-Fi speed or slow speed of your phones, we do have paid support for troubleshooting only. It will cost $15. This is a non-refundable technical support lasting for one hour. If we determine your device is defective and unable to resolve your issue, no refund or replacement will be given. Would you like to avail this paid support for troubleshooting over the phone? Yes.
05:00
Speaker 1
you know, if you guys can basically see at your end if there's something wrong, you know, stuff like that. But, um, yeah, so I think I'm fine. I'll just basically play around with it if that's the case. Uh, spectrum. Okay. Oh, that's, uh, yes, please. Okay, and that's specifically for the model of the router, right?
06:00
Speaker 2
I understand. And by the way, who is your Internet service provider? All right, so we don't have actually same system with Spectrum that they can see the internet on the Router. But how about this as another option for you. We can provide an article guide or network setup guide where you can check some workarounds to fix the slow connection on your router on your notes. I can send it to your email and then you will receive it within 5 to 15 minutes. Okay? Yes, this this network setup guide will... [silence]
06:00
Speaker 1
Okay. All right. Got it. All right. Sounds good. So, uh, I do appreciate it if you can send it via email and hopefully I can basically follow it through. All right. You too. You too, [Rachel]. Thank you very much. Bye.
07:00
Speaker 2
applies as well on your notes model number that's good yeah uh all right no more problem this is once again Raquel thank you for calling links as Francis and have a wonderful day or night take care got it welcome bye bye
07:00