V2 Rubric Detail — 5a270d6c-666f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 14:59
Duration
5m 29s
Contact
Debra Setzer
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00133243
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Child node Lost internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall56.9% (-3.1)

V2 Grader Summary

The agent collected customer and device information and communicated clearly, but failed to provide any troubleshooting for the red-light node issue due to expired warranty, violating the OOW best-effort standard. No diagnostic steps were taken, and the case was closed without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

WHW03 node solid red post-reset; other nodes offline; warranty expired. Offered paid support or emailed reset guide. No on-call troubleshooting performed. Customer declined paid support.

Troubleshooting Steps
  • Verified model (WHW03) and serial number (20J10C6B818654).
  • Checked warranty status in internal tool (expired).
  • Informed customer of expired warranty and support options (paid support or emailed instructions).
Key Observations
  • Agent did not perform any on-call troubleshooting (e.g., power cycle, cable check, LED interpretation, or 5-press recovery) despite the issue potentially being resolvable with basic steps.
  • Warranty status was correctly identified and communicated per policy for out-of-warranty devices.
  • Agent did not confirm customer email address before committing to send instructions, risking delivery failure.
  • Communication was passive and filled with filler language, reducing clarity and call control.
  • Customer's issue involved multiple nodes failing, suggesting a potential network-wide issue, yet agent did not assess topology or isolate the problem before closing with self-help.
Positive Highlights
  • Accurately collected and verified product model (WHW03) and serial number (20J10C6B818654).
  • Correctly identified and communicated expired warranty status based on internal tool lookup.
  • Offered a self-help path (emailed instructions) when customer declined paid support, preventing complete abandonment.
  • Collected key customer information: name, email, and ISP (MetroNet).
Agent Errors / Gaps
  • Failed to perform any on-call troubleshooting (e.g., power cycle, cable check, LED interpretation, or 5-press recovery) before defaulting to paid support offer.
  • Did not confirm customer email address before promising to send instructions, increasing risk of delivery failure.
  • Provided no immediate free troubleshooting steps despite the issue potentially being resolvable with basic actions (e.g., 5-press recovery for WHW03 nodes).
  • Did not validate whether customer could access the Linksys app or web UI, a critical dependency for self-help.
  • Used excessive filler language and passive phrasing, reducing call clarity and efficiency (e.g., 'got that one', 'ma'am', 'uh-huh', 'regarding with that issue').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide any troubleshooting; only offered paid support or email instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps were performed (e.g., power cycle, factory reset, re-pairing); agent immediately pivoted to warranty status and paid service.
R3 Not Met Correct resolution path conf 95%
Despite the device being out of warranty, agent stated no assistance could be provided over phone/chat, violating the OOW best-effort standard which requires troubleshooting attempts.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent correctly identified the solid red LED symptom but did not ask diagnostic questions (e.g., when it failed, other node status) or attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used (e.g., no remote access attempt, no guidance to check admin dashboard, no speed test), even though basic diagnostics were needed.
T3 Met No misinformation conf 90%
Agent accurately stated the warranty had expired and correctly described the paid support option as a one-time $15 service.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations about warranty limitations, offered alternatives, and maintained control of the call flow.
C2 Met Confirmed understanding conf 90%
Agent used clear, simple language and avoided technical jargon; adapted tone to be polite and empathetic.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent collected all necessary information (serial, model, name, ISP), did not transfer, and stayed with the case to closure.
O2 Met Proactive follow-through conf 90%
Agent clearly stated the customer would receive email instructions within 5–10 minutes, setting a specific timeline.
O3 Met Closure confirmation conf 90%
Agent referenced the serial and model number provided and did not re-ask for previously given information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was standard OOW support request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized sincerely, used courteous language, and maintained professionalism throughout.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, used affirmations (‘got that one, ma’am’), and kept engagement despite limited technical progress.
X3 Met Overall experience conf 85%
Agent avoided making the customer repeat information and offered to send instructions instead of requiring repeated steps.
Call Transcript11 turns · 11 lines
Speaker 2
Welcome to LynxS. To ensure quality service, your call may be
00:00
Speaker 1
Yes, I have a node on my system that will not reconnect and I don't, I've unplugged it. I've turned it off on, I think actually somebody did the reset button. So now I'm not sure how to reconnect it if the reset button has been pushed on it. It's red. Yes. Yeah. of that particular node. [silence]
01:00
Speaker 2
you can also connect with other users for tips and guidance at reddit.com slash r slash linksys, i think for calling linksys, my name is Josh, I'm at the the day. mhm, got that one, got that one ma'am, and ma'am, I know the light behavior on this node, is it showing solid red? Aha, thanks so much for that one, ma'am. In order for me to create a record here, may I have the serial number of that node? yes, ma'am.
01:00
Speaker 1
The serial number is two, zero, J, one, zero, C, six, B, eight, one, eight, six five four. [silence] I believe so. Model number is WHW03 [silence] With this system, I have three total. I bought additional two [silence] [in sync]
02:00
Speaker 2
Thank you so much for that. Let me verify the serial number to make sure that I got it correctly here. So it's 20 jr 4 jar 10 C for Charlie 6 j for Boy 8 18654. Is that correct? And may I also have this sorry the model number of this note. Thank you so much for that. And by the way, how many lenses nodes do you have? [silence] Uh-huh. .
02:00
Speaker 1
they have stopped working also, so I have to address those as well. Deborah Setzer, s-e-t-z-e-r, is Debbie Setzer at Yahoo. com. silence It's Metro net. silence Okay.
03:00
Speaker 2
All right. I see. Got this one, ma'am. So, may I have your first and last name? Uh-huh. And what about your email address? Got that one. And who's your internet service provider, ma'am? Like, is it Spectrum, or uh, AT&T, Comcast, Mitronet? All right. So, regarding with that issue of yours, ma'am, uh we might need to uh reset it and then reconnect it to the network. However, before we proceed for the trouble shooting, I'm going to set your expectation regarding the hardware warranty status of this specific node, okay? The thing is, according here, according here on our tool, the hardware warranty status of that unit is
03:00
Speaker 1
[silence] Um, okay. What, what, what's the support website? [silence] Okay, if you can do that, then I'll try that first.
04:00
Speaker 2
has already expired and I really do apologize ma'am. We can no longer provide assistance over the phone or chat for out of warranty devices. However, all our troubleshooting guides and articles are still available on our support website. But if you really wanted to be assisted ma'am. We do have this one-time non-refundable support that will last up to one minute a six 60 minutes or 1 hour, but it will cost you $15. Uh huh. Yeah. Don't worry ma'am. If you don't want to avail the paid. Uh sorry, the paid service, I can actually send you uh a step-by-step instructions via email on how to properly reset and just reconnect the child notes to the network. Yes ma'am. And rest assured that you will receive the email within
04:00
Speaker 1
okay. Okay. um, if I, if I, if I, Let me try that first and then I'll call back if... Okay, great. Thank you so much. All right. Thanks, you too. Bye-bye.
05:00
Speaker 2
Five to ten minutes after our call. All right. So, again, ma'am, you understand, right? I understand. Again, thank you so much for your patience and cooperation. And, yes, just give us a call if you need - If you want to avail the paid service. All right. You're most welcome. Thank you again for calling Lexus, ma'am. You have a great day. Bye for now.
05:00