V2 Rubric Detail — 4ca31152-6919-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 00:21
Duration
15m 35s
Contact
William Ton
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133525
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall43.1% (-18.9)

V2 Grader Summary

The agent accurately verified warranty status and provided correct support links and next steps via email, but failed to perform any best-effort troubleshooting for the out-of-warranty mesh node reconnection issue. No diagnostic steps were taken, leaving the customer's core problem unresolved despite proper ownership and communication.

V1 Case Analysis

Customer's WHW03 mesh nodes not reconnecting after fiber cut. Out-of-warranty. Sent email with instructional videos and link to support articles for re-configuring parent/child nodes.

Troubleshooting Steps
  • Collected device model and serial number
  • Verified warranty status (out of warranty)
  • Offered self-help resources via email and support website
Key Observations
  • Agent skipped standard troubleshooting steps (reboot/modem-router power cycle, node reset) for a mesh connectivity issue despite KB recommending reboot as Step 1.
  • Customer expressed clear frustration ('Wi-Fi is all scrambled') but agent did not acknowledge emotion or apply Angry Customer Protocol.
  • Agent initially mis-recorded the customer's email address but corrected it before sending resources.
  • Provided technically accurate self-help path per KB (support.linksys.com articles and instructional videos for mesh reconfiguration).
Positive Highlights
  • Collected necessary device information (model, serial, name, email, ISP).
  • Accurately identified out-of-warranty status and communicated support eligibility per KB.
  • Provided the customer with a clear next-step (email with instructional videos and link to KB), aligning with self-help best practices for out-of-warranty devices.
Agent Errors / Gaps
  • Skipped basic troubleshooting steps (reboot/power cycle) before offering self-help, violating standard escalation guidance.
  • Failed to acknowledge customer frustration or apply Angry Customer Protocol despite clear signs of difficulty.
  • Initially mis-heard and recorded the customer's email address incorrectly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or attempt any troubleshooting; only offered self-help resources and a paid service option without restoring connectivity.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were performed (e.g., power cycle, check LED status, attempt node pairing) before directing the customer to self-service.
R3 Not Met Correct resolution path conf 94%
Although the device is out of warranty, agent failed to provide best-effort troubleshooting (e.g., reboot instructions, 5-press method) as required by policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent asked for model/serial but did not inquire about current LED behavior, prior reboots, or network topology to determine root cause.
T2 Not Met Appropriate tools / resources used conf 91%
No tools such as remote access, firmware check, or guided pairing steps were used despite the clear need for node reconnection troubleshooting.
T3 Met No misinformation conf 97%
Agent correctly identified warranty status and provided accurate URLs (support.linksys.com) and valid service options.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent introduced themselves and collected information but did not set expectations or outline a troubleshooting plan.
C2 Met Confirmed understanding conf 89%
Used plain language, repeated serial/email for confirmation, and avoided technical jargon appropriate to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction, did not transfer, and followed through by sending the requested email with resources.
O2 Met Proactive follow-through conf 94%
Clearly stated next step (email with videos) and confirmed delivery, setting a concrete action for the customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the OOW status and non-critical nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for audio issues but did not acknowledge customer frustration about repeated outages or service disruption.
X2 Partially Met Tone & rapport conf 83%
Maintained polite tone but did not adjust pace or empathy level in response to customer’s stress or connectivity problems.
X3 Partially Met Overall experience conf 87%
Collected necessary info but required repetition due to silence; offloaded all effort to customer without attempting on-call resolution.
Call Transcript17 turns · 17 lines
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 service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available depending on the issue.
00:00
Speaker 1
Hi. Hi, up. How are you? I was like, I was hey Mike. Mike is hello. Hey, man.
08:00
Speaker 2
Silence. Silence. Thank you for calling Linksys. This is Epi. How can I help you? Hello?
08:00
Speaker 1
I'm sorry. I'm sorry. I have a delayed connection because the Wi-Fi is all scrambled. Can you hear me now? Okay. So I'm having trouble with my links is nodes. Ever since PG&E came by and then they cut my fiber internet cable. So we got to pretty much reboot everything and my, now my links is I believe all three of my links is the parent and the child nodes are unable to reconnect. So I think I need to reboot them all but I'm not exactly sure what to do. So can you walk me through it, please? No. No.
09:00
Speaker 2
Yeah, you're, you're cutting out, sir. I'm sorry. All right. Yes, uh it's better. Yeah. Um, go ahead. Okay. So, did you change your internet provider? No? All right. So they did something on your connection and you, you lost connectivity from your speaker? Speaker 2
09:00
Speaker 1
Okay, give me once again because I'm moving over there and I might lose you for a bit. Uh okay. Uh, can you? Okay, um, so you need the the model model name? Uh, one second. Where is this? So the model number is W HW 0, C, V as a victor, 2. Zero, two, two, one. And the date is what?
10:00
Speaker 2
OK, can I have a model number and the serial number of your links device or just kinda look underneath it. [silence] Yeah, the model number and the [silence] serial number. [silence] OK, WHW03 version 2 and the serial number. [silence]
10:00
Speaker 1
It's number 20J20M 31B22840. Yes, correct.
11:00
Speaker 2
Okay, that is again 2-0-J for John. 2-0 M like Mary. 3-E-1. B as in boy. 2-2-8-4-0. Is that correct? Okay, let me just create a record, sir. Can I have your name? Okay. I'm sorry, you're really cutting out, sir. Can I have it again? William. Okay. Last name? How do you spell it?
11:00
Speaker 1
Hello and November. Yes. W. One and 0 1 a 8 0 6@org.com. Um, Sonic. 0.0.0.0
12:00
Speaker 2
C-O-N is in November. and your email address sir. all right. so that's WTON like Nancy 806 at gmail.com. correct? all right. and who is your internet provider? sonic. okay. okay. all right sir William. so I just checked the uh serial number of the device and um based on our system your
12:00
Speaker 1
I have no idea. A long time? Uh, born in two, born in three years, maybe. Let me be specific.
13:00
Speaker 2
by the way, how long have you been using this device? Like how many years? just an estimate? Mhm. Okay. Yes, because uh you based on the serial number that you've given me, sir, your device is already out of warranty. Okay. It shows up on our system and uh for out of warranty devices, you're no longer covered for free technical support. However, William, we can give you two options for this. It's either you go for our website which is support.linksys.com. There are articles and how you can reconfigure these devices. Okay. You can set up the parent node and then add the child nodes and from there, you can reconfigure it. Okay. So if that is the case, you can add one more satellite on your parent node. Okay. Or you can contact the local service center nearest to you.
13:00
Speaker 1
Oh, um, I'll continue. I'll just be a go with the first option and I would appreciate email uh the instructions
14:00
Speaker 2
the child nodes. I can also send you an email if you want. There are instructional videos from that email and how you can set up the parent and the child nodes. So that's the first option and the second option is our paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment. So lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. Okay. And the service is non-refundable. So how would you like us to proceed? Okay. Sure. No worries. I'll send it right now. Yeah. So the email again is W4WhiskeyT_O_N806@Gmail.com. Correct? Okay. Yes. I just sent the email.
14:00
Speaker 1
very much. very much. uh-A guy, thank you very much. good day.
15:00
Speaker 2
for williams. So you can try that. there are instructional videos from the email and you may also check our website support. Links this.com Okay. All right, sir William. Thank you so much for your time and for more. this is happy again. by the way, if ever you need to call us, just give us your phone number so we could build up your record. All right. All right. thanks again for calling. This is the fpi. you do have a great night, sir. Take care.
15:00