V2 Rubric Detail — 59f57abe-73d4-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 16:05
Duration
6m 16s
Contact
Thomas Pearcy
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135173
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall25.8% (-10.2)

V2 Grader Summary

The issue was not resolved during the call as the agent provided no troubleshooting, asked no diagnostic questions, and deferred resolution to paid support or self-help. While the five-press reset advice was technically correct, the lack of empathy, ownership, effort reduction, and best-effort OOW troubleshooting resulted in an unresolved outcome.

V1 Case Analysis

WHW03 mesh – parent solid blue, satellites blinking red, app blank. Agent incorrectly advised 5-press reset and offered $15 paid support. No troubleshooting performed.

Troubleshooting Steps
  • Agent suggested 5-press reset (incorrect for this scenario)
  • Offered email instructions and paid-support option
Key Observations
  • Agent incorrectly advised a 5-press reset for a node connectivity issue, which is not a pairing or recovery method for WHW03.
  • No basic troubleshooting was performed: no power cycle, no factory reset, no LED status verification, no access to web interface.
  • Agent failed to collect essential customer information (name, ISP, full serial number) despite multiple prompts.
  • Agent pushed paid support without confirming warranty status or offering any self-help path first.
Positive Highlights
  • Identified the device model (WHW03) correctly from customer spelling (timestamp [01:00]).
  • Recognized that the app was not functional and did not insist on its use.
  • Offered to send email instructions, which could support self-help if accurate.
Agent Errors / Gaps
  • Provided inaccurate 5-press reset advice — this is an escalation method, not a recovery or pairing method, and should not be used as the 'easiest' fix for blinking red satellites (timestamp [02:00]).
  • Failed to perform or suggest standard troubleshooting: no power cycle of modem/router, no factory reset via reset button (10–20s hold), no attempt to access web interface at http://192.168.1.1 or http://myrouter.local (timestamp [02:00]).
  • Did not verify customer's ability to access the web interface or check if the blinking red LED meant a hardware fault or failed boot (per velop_wifi_connectivity.md).
  • Did not collect full customer information: name, email, phone, ISP, or complete serial number despite multiple opportunities (timestamp [04:00]).
  • Offered paid support without confirming warranty status or exhausting free self-help options, violating support eligibility protocol (timestamp [03:00]).
  • Misrepresented the 5-press method as a setup method when it is actually an escalation tool for engineering logs, not a user-facing fix (per universal_5press_models.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the blinking red satellites issue during the call; only offered paid support or email instructions for customer to attempt reset later.
R2 Not Met Diagnostic thoroughness conf 96%
Agent provided no troubleshooting steps (no power-cycle, LED check, or app diagnostics) and jumped straight to recommending the five-press reset.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device as out-of-warranty and offered paid support, but did not attempt any substantive troubleshooting before doing so, falling short of best-effort OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked no diagnostic questions about symptoms, prior attempts, or app behavior; simply accepted customer statement and recommended reset without logical diagnosis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools (remote session, web UI, speed test, logs) despite the issue being diagnosable via available resources like myrouter.local or LED status.
T3 Met No misinformation conf 99%
Agent correctly advised the five-press reset for WHW03 model and accurately stated OOW status and paid-support cost ($15 for 60 minutes).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call flow and collected info but failed to set clear expectations or structure a step-by-step plan for the reset process.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but never checked customer understanding or adapted to their stated lack of technical knowledge and frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent offered to send instructions and honored that commitment, but did not take ownership of resolving the issue during the call by attempting live troubleshooting.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step timeline was given; agent only said they could email instructions and customer would call back later, creating ambiguity.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; the issue (mesh node pairing) was within L1 scope and could have been resolved with proper troubleshooting.
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 never acknowledged customer frustration or repeated-contact fatigue; tone remained purely procedural without empathy.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to customer’s tone, pace, or emotional state; kept a transactional approach despite customer’s self-identified lack of technical skill.
X3 Not Met Overall experience conf 94%
Customer was required to call back, pay $15, and repeat steps alone; agent did not reduce effort by walking through the reset live or verifying success.
Call Transcript9 turns · 11 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. If you're experiencing issues with your Linksys 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 support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also [silence] visit [silence] [silence]
00:00
Speaker 1
Yes, good morning. Uh, I have a Linksys system, Marville W-H-W-Zero-Three. I have, uh, the tower that is connected to the modem is blue, uh, but the two satellites are blinking red. I was told earlier by one of your, uh, people that, uh, I need to go to the app, which I have. I opened it. And I don't get anything on the app. I get a upper part is black, the lower part is white. uh with nothing else on there so i don't know if the app is down or whatever uh that is uh but i would like to get my my link back working I also was i was also told that i needed to reset by holding down the ones that are blinking red for 20 seconds but that's after i get to the factory um settings well, i can't get to the factory settings because i can't get to your app so what do i do
01:00
Speaker 2
Mm-hm. Okay. Mm-hm. Okay. All right, no need to use the Linksys app to set up the Linksys device. It's because since you already tried, it's not working. No need, I'm not going to recommend you to use it for uh, to set up the Linksys device. Just uh, do the five press reset instead. It's the easiest method.
02:00
Speaker 1
Well, I tell you what. Why don't you send me the link and I'll give that a try. I am not very well versed on technical things, so if I can't if I can't do
03:00
Speaker 2
to reconfigure your uh nodes. We also have the web user interface setup method. I can send you email regarding the um I mean the instructions um because it shows here that your router is already out of warranty. So for technical assistance over the phone, it's no longer eligible. Not unless if you're willing to proceed with our paid um paid connect option which it will cost you $15 for one-time troubleshooting that will last for an hour. If you don't want to I can send you email for free. All you need to do is to follow the instructions they're giving regarding the setup I mentioned earlier the five press and then the web user interface.
03:00
Speaker 1
that I will call back and pay the $15.
04:00
Speaker 2
uh-huh. Thank you. [silence] And how about your first name and last name? [silence] Okay, and who's your internet service provider? [silence] Okay, and the serial number of your linksys device is not being recorded [silence] here. Can I have [silence] the serial number of the main node, please? [silence] The one on the sticker underneath.
04:00
Speaker 1
it's okay okay looks like J c 6 78 9 404 okay okay No, we'll give this try okay that's great thank you so much Total of three.
05:00
Speaker 2
how many links to device you have there in total. okay is it a pack of three? okay thank you all right thank you again for calling thom bye for now you take care bye bye
06:00