V2 Rubric Detail — 5c4b491c-6f09-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 13:42
Duration
7m 11s
Contact
Shawn Waters
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134437
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp3.21/5
Overall39.6% (-16.4)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting or provide best-effort support despite the OOW standard requiring it. While technically accurate about LED meaning and warranty status, the agent defaulted to paid support without attempting resolution, resulting in an unresolved case with multiple critical gaps in technical and ownership behaviors.

V1 Case Analysis

Customer unable to add child node (solid blue LED). Agent confirmed expired warranty, offered $15 paid support or email instructions. No troubleshooting performed. Model number not captured.

Troubleshooting Steps
  • Collected serial number (partially garbled).
  • Confirmed number of nodes and parent node status.
  • Asked about LED status (solid blue).
  • Checked and stated warranty status (expired).
Key Observations
  • Agent incorrectly claimed out-of-warranty customers receive no support, contradicting Linksys KB policy that allows safe basic guidance.
  • No model number was captured, a critical protocol failure for product-specific troubleshooting.
  • Solid blue LED on a child node can indicate it is already paired but malfunctioning, or stuck in a ready state — not necessarily ready for use. Agent did not explore this possibility.
  • No standard node-pairing troubleshooting (5-press, Pair button, or web UI access) was attempted or mentioned, despite these being documented in the KB for all Velop models.
  • Agent defaulted to paid support without attempting any basic, safe triage steps available for out-of-warranty devices.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected customer contact information (email).
  • Provided a clear next-step option (email instructions or paid support).
Agent Errors / Gaps
  • Incorrect statement that out-of-warranty devices receive no support (contradicts KB policy).
  • Failure to collect model number despite asking for it.
  • Failure to attempt or suggest any standard node-pairing method (5-press, Pair button, web UI access at 192.168.1.1/myrouter.local).
  • Misinterpretation of solid blue LED state — did not consider it could indicate a paired but malfunctioning node or one stuck in a ready state.
  • Premature escalation to paid support without attempting any basic troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered paid support or emailed instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—only asked for LED status and serial number, then immediately cited warranty status.
R3 Not Met Correct resolution path conf 96%
Agent refused assistance solely due to expired warranty, violating OOW standard requiring best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed—only asked for model/serial and LED color; no attempt to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use any tools (e.g., web UI, pairing guide) that could have advanced troubleshooting for a child node setup issue.
T3 Met No misinformation conf 93%
Correctly stated that solid blue means online and accurately reported warranty status based on internal tool.
Communication
C1 Partially Met Clear & professional language conf 91%
Collected information but failed to guide interaction toward resolution; call derailed by premature warranty declaration.
C2 Met Confirmed understanding conf 92%
Used clear, polite language and confirmed understanding of LED behavior with customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Took ownership of collecting data and promised email, but abdicated responsibility for resolving the technical issue.
O2 Met Proactive follow-through conf 96%
Provided specific next step: 'you will receive the email within five to ten minutes.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the limited interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Apologized for expired warranty but offered minimal empathy; interaction remained transactional.
X2 Met Tone & rapport conf 92%
Maintained courteous tone and matched customer’s pace; no signs of disengagement.
X3 Partially Met Overall experience conf 90%
Reduced effort by offering emailed steps, but increased friction by not attempting resolution during the call.
Call Transcript9 turns · 11 lines
Speaker 2
[silence] All right. Thank you so much for your answer. And may I- you're most welcome. May I also have the model number of that device? All right. Thank you so much for that one. So again, sir, the serial number of this device is 2984 Alpha, 10MHz or MATRIC 3 Alpha
00:00
Speaker 1
[silence]
03:00
Speaker 2
is that correct. yes. so it's again the serial number is two nine eight one zero m4 Mike three eight five alpha four six four zero one all right oh six four zero. all right. and how many nodes or how many Linux devices do you have. three. so the main node huh so just confirm the main or the parent node which is the one where directly to your modem is online or working correct. that's great to know. all right. so in order for me to create that. So, uh, yeah, for this one we might just need to add this child node or booster to the system. However, in order for me to create a ticket here, may I have your first and last name? Uh, hmm. And what about your email address? I'm sorry, what was the domain sir? @gmail.com. AOL. All right. Thank you so much for that information. So going, sorry, going back to the issue, what's the light behavior on this child node right now? Yes, sir. What's the light behavior? Oh
03:00
Speaker 1
It's an idea that you gotta plug it in. Did you plug it in? Yeah, take it. I We didn't have a plug in, but it's solid blue. Okay, it's blinking blue.
05:00
Speaker 2
on this child node or Booster. uh yeah. is it solid blue or flashing blue? solid blue. I see. all right, actually sir, solid blue indicates that the device is working or online, so can you observe again, or let's observe the light behavior on this node for one to two minutes. and before we again proceed or further proceed for the troubleshooting, I'm going to set your expectation regarding the hardware warranty status of this device, okay? so according here on our tool, the warranty status of this device has already expired and I really apologize sir but we can no longer provide de de [silence]
05:00
Speaker 1
[silence] So, what is the website address though, for the support? Right. Thank you so much.
06:00
Speaker 2
yeah, going back there for the warranty status, again, this device has already an expired warranty status. So again, sir, we can no longer provide assistance over the phone or chat for out of warranty devices. However, rest assured that all our troubleshooting guides and articles are still available on our support website. However, if you really wanted to be assisted, like you want me to walk you through how to reconfigure this child node, we do have this one time non refundable support that'll last up to 60 minutes or an hour, that it will cost you $15. Oh, don't worry, sir. If you don't want to avail the paid service, I can actually send you a step-by-step instructions via email, and how to reconnect this child node. And I will also include . I will also include the support address.
06:00
Speaker 1
Great. Thank you so much, great. Have a nice day. Bye.
07:00
Speaker 2
All right, and again, sir, rest assured that you will receive the email within five to ten minutes. y are most welcome, sir, you are so welcome, thank you again for calling
07:00