V2 Rubric Detail — 5ca55b08-5f5c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 14:56
Duration
9m 27s
Contact
Melissa Loyd
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132025
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating 2.4GHz and 5GHz
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by citing OOW status and offering only a paid service, violating the OOW best-effort standard which requires troubleshooting setup, Wi-Fi, pairing, or firmware issues regardless of warranty.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, gave technically incorrect advice, and improperly dismissed the customer due to out-of-warranty status, violating the best-effort standard. No resolution was achieved, and the customer was left to self-resolve with no confirmed support path. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to connect irrigation system to Wi-Fi; router model WHW01, out of warranty. Agent offered paid Connect service and incorrectly advised separating 2.4/5 GHz SSIDs (not supported on WHW01). No troubleshooting performed. Call ended without confirmation or valid self-help path.

Troubleshooting Steps
  • Collected serial number and identified model as WHW01
  • Informed customer of out-of-warranty status
  • Offered paid Connect service
  • Provided incorrect instruction to separate 2.4 GHz and 5 GHz SSIDs
Key Observations
  • Agent incorrectly claimed WHW01 supports separate 2.4 GHz and 5 GHz SSIDs—this is false per KB.
  • No free troubleshooting steps offered despite out-of-warranty eligibility for basic guidance.
  • Call ended without confirming customer understanding or ability to act on instructions.
  • Agent failed to mention or suggest checking for firmware updates, resetting the irrigation controller, or using WPS—basic IoT pairing options.
  • Long silences and repeated serial number clarification reduced efficiency.
Positive Highlights
  • Correctly identified router model WHW01 from serial number.
  • Collected customer name, email, and serial number accurately.
  • Clearly communicated warranty expiration and support limitations.
Agent Errors / Gaps
  • Incorrect claim that WHW01 can have separate 2.4 GHz and 5 GHz SSIDs (direct KB violation).
  • Premature promotion of paid Connect service without attempting or offering any free, safe troubleshooting steps.
  • Failed to verify customer's ability to access router web UI or test connection after advice.
  • Did not provide any KB article, support link, or actionable self-help resource.
  • Allowed call to end abruptly without confirming next steps or customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome — only offered to send an email with incorrect instructions; irrigation system remained unconnected.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed — skipped checking band settings, security mode, or band steering; relied solely on a single incorrect suggestion (renaming SSID).
R3 Not Met Correct resolution path conf 97%
Agent incorrectly treated OOW status as a reason to stop helping, offering only a paid service instead of best-effort troubleshooting (e.g., guiding to router settings, checking 2.4GHz status).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask any diagnostic questions about the irrigation device, current network setup, or symptoms — only repeated model number and gave generic advice.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — did not attempt remote access, guide to admin UI, or check logs; issue required accessing router settings, which agent deferred entirely to customer.
T3 Not Met No misinformation conf 98%
Agent claimed renaming SSID separates 2.4GHz and 5GHz bands, which is false — separation requires disabling band steering, not renaming.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, gave a long unstructured monologue, and ended call abruptly without confirming understanding or next steps.
C2 Not Met Confirmed understanding conf 93%
Agent used technical language without adaptation (e.g., 'web user interface') and did not confirm customer’s ability to perform steps; no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by immediately redirecting to paid service instead of attempting resolution, even though OOW devices require best-effort support.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned sending an email with steps, but provided no timeline, confirmation of delivery, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope but mishandled.
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 94%
Agent showed minimal empathy — did not acknowledge customer’s year-long struggle or emotional context (bereavement); used scripted responses.
X2 Not Met Tone & rapport conf 92%
Agent maintained a one-size-fits-all tone, ignored customer’s confusion and disengagement, and did not adjust pace or style.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat serial number, locate router, and perform complex web UI steps alone — agent created unnecessary effort instead of reducing it.
Call Transcript14 turns · 17 lines
Speaker 1
Hi, um, this is a very, I assume a very simple question. I have been trying to connect an irrigation system through the Wi-Fi. [silence] Hi, um, this is a very, I assume a very simple question. I have been trying to connect an irrigation system through the Wi-Fi.
00:00
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.links.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, 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. Hi, thank you for calling linksys technical support. My name is Dylan. How can I help you today? [silence]
00:00
Speaker 1
For over a year now. And it says I need, let me get back to it. 2.4 gigahertz. And I don't know how to find out what I have, so I called Spectrum. They said I needed to call whoever I had the router through. So I'm calling, I looked at the name on the router and that's why I'm calling you to try and figure out what I've got and maybe that's the whole problem, it hasn't been connecting for a year. Okay, thank you.
01:00
Speaker 2
LN. 2010. mm-hmm. I see. All right, ma'am. I get it. And thank you so much for calling Linksys. Uh, let me just check first and gather some information with you and see what I can do to help you out with this, okay? All right. So, I believe this is your first time calling Linksys, right? Right?
01:00
Speaker 1
[silence] been may have he did all of this but he passed away a year and a half ago. So it's the first time I've had to deal with y'all. Melissa m-e-l-i-s-s-a. And the last name is L-O-y-d. Yes. Yes. Melissa.ly@hotmail.com. Yes.
02:00
Speaker 2
I see. All right. So since this is your first time calling ma'am, let me just quickly create a quick record here in order for me to proceed further. So let's start with your full name. All right. So that's Melissa Lloyd. All right. How about your email address, Ms. Melissa Lloyd? All right. So that's Melissa.loyde@helpmail.com Number one.
02:00
Speaker 1
Uh, I have it right here. Night Owl. That y'all are not? Night Owl. So let's see. What am I looking for? I see a white box that's connected to the modem that says that the Spectrum guys told me that was my R- oh, maybe it's on the bottom here. Um, serial number. Oh yeah, I got it at the bottom. Okay. I got the serial number. It's 25F11M. I, I
03:00
Speaker 2
Alright now um can you tell me what's the model and the serial number of your Linksys router? So you can find it the serial number yeah underneath the Linksys router so yeah I'm sorry ma'am can you repeat that one?
03:00
Speaker 1
Z, two, five, F, one, one, three, nine, a, one, six, four, four, two. 11m Like Mary. No, three not No. Okay. Yes, it's M three, nine, a, one, six, four, four, two. Yes.
04:00
Speaker 2
Alright. Let me just repeat that one. It's 25F, 1139A 11M. Oh okay. 11M 9A 16 442 39A, 16442. Alright. Thank you so much for that Ms. Melissa. Let me just check this one here and while I'm checking on it. Um, can you tell me.
04:00
Speaker 1
Spectrum. Uh huh. Yeah, that's okay. [silence]
05:00
Speaker 2
me uh again who's your internet service provider spectrum alright spectrum okay let's do have a phone on them three nine eight one six four four and four transcribe header okay alright so I've checked here Miss Melissa and it shows that you got and uh uh Linked>=s router with the model number w h w zero one hello So just to set your expectation regarding your Linksys router, miss Melissa, this router this model specifically is actually already part of our end of life devices, which means we no longer manufacture this one. Also, um, looking at the device here, it shows that this device is already out of warranty since 2023. Okay? All right. So, uh, just to let you know, uh, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, uh, we do have an ongoing support through our paid Connect service for a one-time fee of, uh, $15, which you might want to consider. with a paid connect services. Ma'am, I can send you an email for the troubleshooting steps that you can perform in order for you to separate the bandwidth. Uh well, it's actually just so easy, you just have to, um, so by by default, the 2.4 and the 5 gigahertz frequency band of your router is interconnected to each other, which technically, you only have one network. So in order for you to separate it, you need to change the Wi-Fi name of the 2.4, like for example, if your name is home Wi-Fi, you need to input, like for example, change it and put it up, put something like 2.4 after the home Wi-Fi to be separated. Like also for you to have an indicator that that's the 2.4 network. mand. yeah. uh huh. All right. uh, you need to access the web user. yeah, you need to access the web user interface. So, if you have. uh, you can access the router settings through browser. If you have a laptop, it will be easy for you or a computer that you can hook up directly to the router. That will be so easy for you to access the web user interface.
05:00
Speaker 1
okay okay okay all right I don't know. okay that's the my ability to do. Bye. Bye. Okay. Okay, I appreciate that. Thank you. Bye, bye. Bye.
09:00
Speaker 2
well uh for the for the meantime okay ma'am for the meantime I can send you an email um just for you know for your reference all right now you're very much welcome and thank you so much Lisa have a great day it's like bye
09:00