V2 Rubric Detail — 5e0504ac-68d1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:46
Duration
7m 59s
Contact
Josalynn
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133423
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing free troubleshooting based solely on out-of-warranty status, despite the OOW best-effort standard requiring support for setup, pairing, and reset issues. This constitutes evasion of core support responsibilities.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, gave technically inaccurate reset guidance, and improperly denied support due to warranty status, violating the OOW best-effort standard. The interaction was characterized by avoidance, poor communication, and lack of ownership, resulting in no resolution. An auto-zero is justified due to evasion of support duties.

V1 Case Analysis

Customer reported WHW03 nodes not resetting (solid blue/blinking red). Agent gave incorrect LED guidance ('pinkish red/magenta'), failed to perform 5-press pairing or LED validation, and incorrectly assumed out-of-warranty status. Promised email to unverified address. Issue unresolved.

Troubleshooting Steps
  • Asked for model and serial number
  • Incorrectly stated out-of-warranty status
  • Offered paid-support session
  • Promised to email step-by-step instructions
  • Instructed to reset modem until 'pinkish red/magenta' (incorrect)
Key Observations
  • Agent provided non-existent LED state guidance ('pinkish red/magenta')—contradicts KB (Intelligent Mesh uses purple, blue, yellow, red).
  • Failed to perform standard mesh troubleshooting (power cycle, 5-press pairing, LED validation).
  • Incorrectly assumed out-of-warranty status without verification; offered paid support contrary to policy for unresolved hardware issues.
  • Customer email address was phonetically spelled but not confirmed, risking delivery failure.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Attempted to gather model and serial number information.
  • Offered to send written instructions (though email was unverified).
Agent Errors / Gaps
  • Provided factually incorrect LED guidance: 'pinkish red or magenta' is not a valid Linksys LED state (per led_intelligent_mesh_consumer.md).
  • Failed to follow standard mesh troubleshooting: did not guide through power cycling, 5-press pairing, or LED validation (per velop_router_setup.md).
  • Incorrectly assumed warranty status without verification; offered paid support contrary to policy for unresolved hardware issues.
  • Did not verify customer email address before promising instructions, risking follow-up failure.
  • Misread serial number and provided nonsensical technical details (irrelevant Cisco/VLAN references).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered paid support or an email with instructions, leaving the problem unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were executed — no power cycle, LED check, factory reset verification, or use of diagnostic tools like 192.168.1.1.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly used out-of-warranty status to deny free troubleshooting, violating the OOW best-effort standard which requires setup, pairing, and reset support regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked basic questions but failed to identify symptoms (e.g., solid blue vs blinking red LEDs) or follow a logical diagnostic path to root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — no remote access attempt, no KB lookup beyond serial validation, and no guidance via web interface or LED reference.
T3 Not Met No misinformation conf 97%
Agent instructed customer to wait for a 'pinkish red or magenta' light after reset — a color state not documented in any KB for WHW03; correct post-reset state is solid purple.
Communication
C1 Not Met Clear & professional language conf 95%
Call shifted abruptly to paid support without framing, managing expectations, or maintaining control of the technical discussion.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms without confirmation, gave confusing reset instructions, and did not adapt to customer’s repeated confusion about reset behavior.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent refused to troubleshoot directly, instead offloading responsibility to email or paid service, demonstrating lack of ownership.
O2 Met Proactive follow-through conf 92%
Agent clearly stated they would send step-by-step instructions within 'three to five minutes,' setting a specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was standard OOW setup, resolvable via best-effort troubleshooting.
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%
Agent offered a brief apology but remained transactional; did not acknowledge customer frustration with non-functional nodes or failed resets.
X2 Not Met Tone & rapport conf 91%
Agent maintained a scripted, sales-oriented tone despite customer distress and confusion, failing to adjust pace or simplify explanations.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial numbers and was ultimately directed to self-help, increasing effort instead of reducing it.
Call Transcript16 turns · 16 lines
Speaker 1
Yes. I'm having trouble with my uh zelip mesh system. I can't get it to connect.
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Well, thank you for calling Linksys technical support. This is charm. How can I assist you with today? [silence]
00:00
Speaker 1
No, I've had it it had it had been set up and then it just stopped working. [silence] No, [silence] couple days. [silence] upgraded my router because it wasn't working. Well, my internet went out a few days ago. I didn't know if it was or my internet service providers router. So they gave me a new router to see if that would help. Yeah. And the internet works with their router, but it's not working with [silence] develop.
01:00
Speaker 2
In in. Is it your first time setting it up, ma'am? Or is it working before? Okay. Is there any power outage or any Internet outage? No, neither. Neither. Okay. And how long have you been experiencing the issue, ma'am? Hmm. For a couple of days ago. Okay. And just to confirm also, ma'am, did you change your modem or change internet service provider or upgrade your speeds?
01:00
Speaker 1
[silence] Horizon. [silence] on uh Friday. [silence] well one of them won't reset like the light just stays on blue and it won't do anything. So then I tried to connect one of the other ones and instead one of them it just keeps blinking red. The other one uh it won't do anything either. How long do they take? [silence]
02:00
Speaker 2
I see. All right. So your internet service provider provided you a new modem. I see. What is your internet service provider? Verizon. Right. And when did they provide you this new modem? On Friday. And what troubleshooting have you done so far with your Lynx router?
02:00
Speaker 1
I have four. I have four. The model number is HW03. The serial number is two, I'm sorry. The serial number is two, zero, J, two, zero, M three, nine, A three, three, zero, one, one. [silence]
03:00
Speaker 2
Uh, let's check that one out here later. And just to confirm, how many nodes do you have? Or how many links does routers do you have? Four of them. Can you provide the model number and the serial number, ma'am, of your links just router? Uh-huh. Mm-hmm. Mm-hmm. Uh-huh. Yes, go ahead, ma'am. Yeah, that's it. One moment here. Let me double check here. And this is the model, I mean, the serial number of the main node, ma'am, is JLA0023743818. BNC UTP Cisco 1000, 2000 series on the top layer. The first stacking cable is connected to 20. And on this side, it's connected at the bottom of the top layer, which is one node ahead of that node. The VLANs at the, if they're working or not, okay.
03:00
Speaker 1
yet yeah 1515 yeah Okay
04:00
Speaker 2
Alright, the pan checking here, based on the record, your device was already out of warranty, last on January [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS] And for the out of warranty device, ma'am, I do apologize, but we could not provide the free troubleshooting over the phone. However, if you insist, we can provide you a one time non refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, ma'am, if you don't want to proceed, yes, five. All right. However, if you don't want to proceed with the payment, ma'am, what I can do here is, I could send you an email in instead, a step by step instruction on how to set it up yourself. And
04:00
Speaker 1
So check for me. The, second one. Yeah.
05:00
Speaker 2
And also you may consider trying our Linksys AI Agent for guidance and it is free of charge. Which one would you prefer? Uh the email. Right sorry, uh no worries ma'am. I could send you an email. So kindly provide your best email address on where I could send the email. Could you spell out for me? That's she m u d d a h. Jocelyn. O. l i s s i e? Last name. Can you spell the last name again ma'am?
05:00
Speaker 1
[silence]
06:00
Speaker 2
All right. Hawkins. Got it. All right. so expect an email from me, ma'am, within three to five minutes. and also kind of reset your main modem first before you connect it back to the network. Since you mentioned that you have a modem, you need to reset all the devices that you have, alright? So, by resetting the modem, ma'am, so you need to press and hold the reset button until the light went off and release until the blue light is showing and wait for about 1 to 2 minutes or up to 3 minutes until the light change to a pinkish red or a magenta color. and that's the time you will set it up again.
06:00
Speaker 1
Yeah, the one it won't, it won't, the light won't cut off at all. It won't reset. I've tried it a few times. So I think it's I don't think it's dead or something. Okay. Joss one Thompson. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
07:00
Speaker 2
we will send you a step-by-step instruction. Mhm. There might be a hardware issue in that one moment. So yeah, no worries, I will just send you the instruction. Now, can you provide your first and last name? Mhm. Okay, got it. Thank you so much. So just I mean, I'll provide you the steps within three to five minutes. All right. Okay, so expect an email from me map within three to five minutes. And have a good one. Bye for now.
07:00