V2 Rubric Detail — 4689e4f4-5f77-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:08
Duration
18m 10s
Contact
Joe Sanchez
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132086
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_ Internet speed issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting and defaulted to paid support without attempting any diagnostic steps or best-effort help.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided inaccurate information, and evaded responsibility by pushing paid support. No resolution path was established, and the customer was left without assistance despite a clear request for help with low upload speeds.

V1 Case Analysis

WHW03 V2 mesh router showing low upload speeds; ISP confirmed modem speeds are fine; agent offered paid support without troubleshooting.

Troubleshooting Steps
  • Collected model (WHW03 V2) and serial number
  • Asked about LED status
  • Suggested testing directly to the modem (not performed)
  • Offered AI tool and paid support
Key Observations
  • Agent never performed any router or WAN diagnostics.
  • Provided inaccurate LED information and an incorrect support URL.
  • Pushed paid‑support options without first offering standard troubleshooting.
Positive Highlights
  • Collected the customer's model number, serial number, phone, and email.
Agent Errors / Gaps
  • Failed to verify WAN connection or router settings.
  • Incorrectly stated that a solid blue LED means internet is working on a WHW03.
  • Gave wrong support URL (support.links.com instead of support.linksys.com).
  • Offered paid support before attempting basic troubleshooting.
  • Did not follow the standard mesh‑node troubleshooting flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the upload speed issue or offer a valid resolution path; only presented paid support as an option without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken — no reboot, firmware check, or direct modem speed test; agent skipped essential diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status to justify pushing paid support instead of providing best-effort troubleshooting (e.g., factory reset, settings review), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause; asked no targeted diagnostic questions about WAN connection, node sync, or router configuration.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — did not guide customer to router admin UI, suggest a third-party speed test, or verify modem speed independently.
T3 Not Met No misinformation conf 93%
Provided incorrect information: said 'support.links.com' (wrong URL) and gave conflicting prices ($150 then $15), undermining technical accuracy.
Communication
C1 Not Met Clear & professional language conf 91%
Agent lost call control — failed to set expectations, frame the process, or manage transition; defaulted to sales script abruptly.
C2 Not Met Confirmed understanding conf 90%
Used technical jargon without confirmation of understanding; did not adapt to customer’s confusion or lack of computer access.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by immediately directing to paid support instead of attempting any resolution steps.
O2 Not Met Proactive follow-through conf 94%
No clear next steps given; customer left without actionable guidance beyond purchasing support.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted at this stage — issue could have been triaged with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; ignored customer frustration and repeated procedural statements without acknowledgment.
X2 Not Met Tone & rapport conf 94%
Failed to match customer’s pace or emotional state; continued scripted pitch despite customer confusion and hesitation.
X3 Not Met Overall experience conf 93%
Increased customer effort by requiring them to pay for support instead of performing basic agent-side troubleshooting.
Call Transcript32 turns · 34 lines
Speaker 1
Welcome to Look at a lot of cars today. The internet wasn't working that good. And they're saying their modem is good, it's just a router. And I wanted to know if our router is basically just out of date or what do I need to do?
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty product products, our support team is available to help with performance and hardware issues. Register your product by visiting registerlinksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, 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 Lynx support. This is Skar. How may I help you?
00:00
Speaker 1
You just need to buy a new one? Yeah. Yes. I've had, no, this is my for like, well, I bought links before and this is the only links that I bought. So I've had this Lingsys already probably maybe three years or two years around there. Yes. The model number is going to be W H W 03 V as in Victor two. serial number is going to be 20 J 20 MM 31 B 33 252.
01:00
Speaker 2
Okay, so basically right now your main concern is you lost your internet connection using your Linksys router. Right? Okay, so before we continue, let me just create a record. Have you got Linksys before? Or this is the first time. Okay. Okay. Uh All right. Can I have the model number and Serial number of that router? Mm-hm. Uh-huh. How about: Serial number? [silence]
01:00
Speaker 1
Mm-hmm. Mm-hmm. Perfect. Uh, currently we have Spectrum. They just came right now. Make sense. My phone number is 956-442-7318. Jo- Sanchez. K-U-L-F-R-E-D-D-Y-2000@Gmail.com. [silence]
02:00
Speaker 2
Okay, let me check if I got it correctly. The model number is a WHW03, version 2 and the serial number is 20J for Jean, 20M for Mary, 31B for Bryan, 3252 and who's your internet provider? Um spectrum, right? Okay. How about your phone number? Is it? It's 514. Uhuh. How about your first name and last name? Okay, and how about your um, email address?
02:00
Speaker 1
Mm-hmm. Yes. Oh D-d-y. No. Yeah D-d-y at 2000 at gmail.com. No I-E. Right now, well I'm actually disconnecting one then just cuz uh so we have a two story house and honestly the signal on the top is very bad but I'm going downstairs just cuz I'm disconnecting here now. Let me take the other two notes though for. Let me take the oh
03:00
Speaker 2
Okay, let me just check if I get the correct information. Last time is the last letter is Z for zero, right? And um, the email address is K U L and then F R E D D I E 2000 Gmail.com. R D D Y. Okay. Okay. Thank you so much for this information. And um, what is the color of the um, light on your router right now? Yes. And how many?
03:00
Speaker 1
We are currently only have three uh three Bruce it's Luke and then yes it's the other one is blue and I just disconnected the other one and I put it downstairs just so I could get a stronger signal and it just connects to all three so they could stay in sync because I think it was too far of a range having the one of the node on the top floor
04:00
Speaker 2
Okay. So Again, the main node, which is connected to Spectrum, the light is blue, correct? Mhm. [silence]
04:00
Speaker 1
[silence] for the the one that I just connected right now to turn blue but it's actually still blinking red. And I already connected it as well. Yeah I Yeah. um-hmm. Yes. It's just the thing is that they're telling me that the the router uh uh it's just not uploading to the speed that it should be uploading. because I already tested it here in the device. And they tested it out with their equipment spectrum and they said that they're uh their download speed currently I took a picture of it. It's 603 download and upload speed is at 25. And when I check it on the app with Linksys, the upload speed is also 500. I mean the download speed is 500 and the upload speed is at 9. It just stays at 9. 8.9 8.5. I just been testing and testing it and it just stays that low.
05:00
Speaker 2
Okay. Because if, actually if the light is blue, that means it indicates, uh, there's an indication that the internet is working. [silence] Okay. Again, when using the app, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the, the,th
05:00
Speaker 1
yes yes I can check it right now real quick the upload is 8.9 And we have we are supposed to have it around 20 and with the company spectrum they checked it the spectrum company on the upload they said that it was going to be at 25 And they showed me a screenshots of it yeah I have it currently connected to the modem let me check on my phone Uh-huh.
06:00
Speaker 2
If you're going if you're going to connect directly to the modem what's the speed that you're getting?
06:00
Speaker 1
No, no, no. So, the one that is connected to the modem, the router, we have that one connected directly to the ethernet cable, the yellow cable. We have that one directly connected to it. Yeah, that's that one. It's perfectly, we have those two connected on the ethernet. The other two, they're wireless. We don't have them connected. They're just, they're just there. [silence] The issue is that was we're not receiving the the upload speed as it should be promised with Spectrum. And the technician literally just came like not that long ago, like literally 10 minutes ago. And he did his test. He ran it. He already checked everything was fine. He said everything's perfectly fine and that the issue isn't with us, with modem.
07:00
Speaker 2
When you, oh, what do you mean that you're connected to the modem? Is it like your modem also is a wireless capability? Yes. Yes. Mm-hmm.
07:00
Speaker 1
a router. So that's why I was just calling to see to get the diagnostics or to see if there's a solution we could do before I try to buy a new one. Uh, no, I have not. Mm-hmm. Hmm. Well, it's because I, honestly, I, we don't have a laptop or a computer to be able to check that. To connect it to the ethernet. [silence]
08:00
Speaker 2
So, when you're connected straight to the modem, like have you tried like connecting a computer straight to the modem without the Linksys router?
08:00
Speaker 1
yeah I'm doing it on a linksys app it's on the iPhone mm-hmm I mean the guy the spectrum guy technician he did check and like I said he did
09:00
Speaker 2
Do other directly connected to it, cuz right now you're receiving this kind of speed. You're using it on your you're doing the speed test on your phone, right? Okay, your phone, so is it an iPhone or an Android? Okay. But again, you haven't um uh tried using uh checking directly to the modem, right?
09:00
Speaker 1
This was everything was good. He got 603 downloading upload. They check it back. They, they connect their device. They have a $9,000 device that they connected to the time, they connect it and they do their, their speed test there. Apparently the wife, the link is not connected just because it needs to be connected to the modem first. And they run their test there. Then they actually do it with the and that's what the results were. No, no, no. They have to, a small little device that does everything. Um, um,
10:00
Speaker 2
Like how do how how did they check it, sir? Like they connect to bypass the Lanhester. But they haven't tried any computer yet, right? To test. Okay, on your phone right now, sir, um, can you try to
10:00
Speaker 1
Yes. Los Pe. T. No, I haven't. Do you want me to download a third party app? Mhm. No, I do router to internet speed. Yeah, that's the router to internet. I don't understand the Que. T. T.
11:00
Speaker 2
like, you only use the Linksys app to test it, right? But you haven't tried any, um, like third party, um, website or app to do the um, like, the speed test. Yes. Um, um, okay. All right. Uh, how did I say it? Like when you do the speed check, uh, you do the speed check, right? Did you use the, um, the router, um, the router to internet speed, or was it the device to the internet? Okay.
11:00
Speaker 1
Do a device to internet because I know it will be different. Yeah, this is router to internet. Uh-huh. Yeah.
12:00
Speaker 2
again that's the router to the internet. Okay. but for really uh what we call this one to really isolate this problem sir we suggest that if possible you could like test as well a computer um directly straight to the modem and test the speed coming from the modem. it's really different on the device that you are using and to use like a computer. okay? because um we can probably um like check any settings on the router but um if this is only the one that's um really giving out by your modem then um because I think they probably uh what we call [silence]
12:00
Speaker 1
[silence] Okay. Yeah. [silence] Oh. Really?
13:00
Speaker 2
This one, sir, when they connect they use that kind of device. I'm not sure or I think they're just um, checking the line, but um to make sure really that if that's the if that's the modem speed, I really need to like, um, connect a computer to really test the um, connectivity. If it is really getting a, um, two uh 20, around 20 um, down um upload speed. Okay? Right before, okay. And let me just also inform you about the um, the status of your um, router, the WHW03 version 2. It shows here in our system that this router is already out of warranty and complimentary phone support is no longer available. Okay? But we do have different options, mm-hmm. And, and but we do have different options for um, our our A.I. tool that you can take advantage of it that can be found on our website and that is support.lynxis.com. Um our second option these are a paid connect service where um we can provide you a one time. pawn refundable technical support. that will last after 16 minutes and there's no guarantee that will be able to um fix the issue, right? And just in case you found out device is defective, there will be no refund or replacement. And this uh will cost you $150, right?
13:00
Speaker 1
[silence]
15:00
Speaker 2
Soto, um, how did they test it, sir? Did they connect that yellow cable to that device? Okay, because, um, Okay, so if you want to, um,
15:00
Speaker 1
okay this uh over the two options again
16:00
Speaker 2
like check the settings on the router, so we can probably do a reset or reconfigure on the router. But again, before we do that, we, like, recommend it as a Link would stick mission to chest that we could, um, like actual speed before we start with any troubleshooting on to the router. But again, um, in order for us to provide technical assistance, you're best select the dose option that I mentioned. Okay, the first option is, uh, they can take advantage of our AI tool. That can be found on our website at support.links.com. Well, the second option is your one-time non refundable technical support that will last for 60 minutes, and that is for $15 and there's no guarantee that will solve your problem. [silence] Alright, so thank you for calling link sister. This is Carla. Have a great day. All right.
16:00