V2 Rubric Detail — 4be2088c-6990-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-16 14:33
Duration
9m 7s
Contact
Tom Ohern
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133592
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing any actual technical support by immediately pivoting to paid support without attempting best-effort troubleshooting, even though the issue (connecting WHW03 to Starlink) is a common, documented configuration task resolvable via KB guidance.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp1.43/5
Overall0.0% (-48.0)

V2 Grader Summary

The agent identified the device as out-of-warranty and correctly quoted the $15 paid support fee, but failed to provide any troubleshooting, self-help, or resolution. Despite a simple configuration request (Linksys to Starlink), the agent avoided best-effort support, violating OOW standards. The call ended with a promised callback that never materialized, resulting in no resolution. Auto-zero applied due to avoidance of technical assistance.

V1 Case Analysis

Customer needs to connect WHW03 mesh system to Starlink. Agent confirmed out-of-warranty status, offered $15 paid support, and scheduled a callback. No technical steps or self-help resources provided despite KB availability.

Troubleshooting Steps
  • Verified model WHW03 and serial number
  • Confirmed out-of-warranty status
  • Offered $15 paid support and scheduled callback
Key Observations
  • Agent correctly identified product model and serial number from customer input.
  • Agent explicitly confirmed out-of-warranty status and introduced paid support appropriately.
  • No technical guidance was provided despite KB having clear Starlink setup instructions (universal_isp_compatibility.md).
  • Agent did not verify whether customer had attempted bypass mode or checked CGNAT status (critical for Starlink setup).
  • Agent did not provide correct router access URL (http://192.168.1.1 or http://myrouter.local) or confirm customer's ability to access the interface.
Positive Highlights
  • Correctly identified product model and serial number from customer's phonetic input.
  • Accurately assessed warranty status and properly introduced paid support option.
  • Collected complete customer contact information (name, phone, email).
  • Set clear expectations about paid support limitations and callback timeline.
Agent Errors / Gaps
  • Failed to provide any technical guidance for Starlink setup despite KB availability (universal_isp_compatibility.md).
  • Did not offer self-help resources (KB article, email instructions) before or after paid support offer.
  • Did not confirm whether customer had already attempted bypass mode or checked CGNAT status (critical for Starlink setup).
  • Did not verify customer's ability to access router interface or provide correct URL (http://192.168.1.1 or http://myrouter.local).
  • Misrepresented setup complexity by claiming 'it would be easy' without providing any concrete steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No resolution was achieved; the agent promised a callback but ended the call without performing any configuration or troubleshooting steps.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped all diagnostic steps and did not perform even basic troubleshooting like confirming Starlink setup mode or suggesting local access.
R3 Not Met Correct resolution path conf 94%
Agent offered paid support immediately without attempting best-effort troubleshooting (e.g., factory reset, bridge mode guidance), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked no diagnostic questions about symptoms, connection state, or Starlink configuration; assumed reset was needed without evidence.
T2 Not Met Appropriate tools / resources used conf 93%
No tools were used — no remote access attempt, no admin interface check, no logs, no KB article shared.
T3 Met No misinformation conf 97%
Correctly stated the $15 paid support fee and confirmed WHW03 is out of warranty, consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Set expectation about cost and callback timeline but failed to guide customer through any technical steps or maintain control of resolution path.
C2 Met Confirmed understanding conf 91%
Collected name, email, serial number clearly and used plain language to explain paid support process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent committed to walking through reconfiguration and promised a callback, showing intent to own, but no action was taken during the call.
O2 Partially Met Proactive follow-through conf 86%
Provided a timeline (‘call in an hour’) but did not specify what actions would be taken or what the customer should prepare beyond gathering devices.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this configuration request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent did not acknowledge customer’s effort, frustration, or situation; interaction remained transactional and sales-focused.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to customer’s hesitant speech or confusion; used a flat, scripted tone throughout.
X3 Met Overall experience conf 89%
Agent collected required information (name, email, serial) once and did not make the customer repeat details unnecessarily.
Call Transcript15 turns · 16 lines
Speaker 2
For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynks.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. [silence] To hear more about your service options, press 2. If you're experiencing issues with your Lynksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone call support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. [silence] Please, stay on the line to proceed with the paid phone support, or get help from our AI powered support bot at support.links.com. You can also contact [silence]
00:00
Speaker 1
Yes, I, could you, I'm trying to, to load my, 750 linksys system, to, to Starlink. So, is there, just point me, in the, direction where there might be a printout, or something like that. Sure. It's 20, J10, C-627, 125-72.
01:00
Speaker 2
Connect with other users for tips and guidance at reddit.com slash R slash Linksys. Thank you for calling Linksys. This is, how can I help you? Playing, okay, sir may have the serial number of your Linksys router status. Let Let.
01:00
Speaker 1
Yeah. See. See. No, C. Charlie, correct. Correct. Correct. Pardon me. How many? I have three of those, yeah. I have three of those, yeah.
02:00
Speaker 2
serial number is two zero, two four, two one, four two, zero C for Charlie. Six two, seven one, two five seven two. That's correct. Your links is Walter is model W H W zero three. Do you have three of these links products? Do you have three? Alright. You want to connect it to your star link. You got a new internet provider or modem.
02:00
Speaker 1
I do have the internet provider from Starlint. Yes. Uh, Tom, last name Ohern, O H E R n. E R and yes. Correct. Um, I know, but uh, in uh,
03:00
Speaker 2
So you have a new internet provider, which is Starlink, and you want to connect your Linksys router to Starlink now. But you don't know how to do it. I'll wait for some record for you, sir. May I have your name? O-H-E-R-N. Ohh'urn. All right. Tom O'hern. All right. Tom, may I know your email address?
03:00
Speaker 1
po hern at gmail.com [silence] correct
04:00
Speaker 2
T form or your last name O'Hearn at gmail.com. Right... um... Tom, since you have a new internet provider from Starlink... I mean, you have a new internet provider, which is Starlink. So you will need to... uh do a reset and reconfigure your Linksys Mesh System, your W H W03 and to do that, that would be uh easy. But, apparently, your Linksys uh... mesh system are your
04:00
Speaker 1
Right. Okay. Okay. Okay. And what's that going to cost me? 15, 15? Do it. Okay. And you're going to what? Me? Okay.
05:00
Speaker 2
product model WHW03 is already out of warranty so I could not provide you free assistance and if if you want me to walk you through the steps on how to reconfigure again your mesh system you will have to apply for the paid support uh that will cost you 15 US dollars yes 15 yes so it's a one-time non-refundable technical support but I have to set up yes I'll walk you through the steps but I have to set an expectation Tom that um there is no guarantee that we'll be able to
05:00
Speaker 1
yeah well right now it's not that's fine let's do it all right [silence]
06:00
Speaker 2
uh, setup your Linksys router because we don't know yet the real problem. Because there might be other circumstances that could interfere with reconfiguring again your Linksys nodes. Like, it could be a hardware issue. It could be the internet provider you have as a problem. So, I just want to set an expectation that there's no guarantee. All right, but I will, yes, but I will, all right. I'll pull up first my husband for the payment transaction. Hold on. So, right now, Tom, while I'm opening my husband for the payment transaction, I need you to gather all your Linksys or router or nodes. in one place near your Starlink Modern. Yes. You need to bring the two child nodes and the parent nodes to connect to your Starlink. Why?
06:00
Speaker 1
So I'd like to have that one here ready to go. Correct. Yep, be fine. Yeah. Okay. All right. Sounds good. Thanks a lot. Okay. Okay. We'll be in touch. Bye. [silence]
08:00
Speaker 2
see all right all right so uh your number Tom is one six five one four two eight five five three two right okay so I'll be calling your number in an hour yeah and if you haven't received uh my call because as you know uh we also receive other customers calls then you can always call us back okay if in it's already an hour and you haven't received my call you can always call us back okay so that an agent can provide assistance all right thank you for calling Linus again you're welcome Tom and take care have a good day goodbye yes
08:00