V2 Rubric Detail — 64c74baa-6512-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:21
Duration
11m 14s
Contact
Sonny Gill
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00133030
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost connection child node
⚠ 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: Avoidance/Evasion: Agent avoided conducting any actual troubleshooting or escalation for a clear hardware-related issue, incorrectly cited warranty status to justify inaction, and misrepresented the manufacturer as 'Lennox', demonstrating a critical failure in technical support duty.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed the device was out of warranty and made by 'Lennox', and offered only an email with no resolution path. No troubleshooting, escalation, or empathy was shown, resulting in a complete failure to address the solid-red node issue.

V1 Case Analysis

Customer unable to add WHW01 child node; node stays solid red despite wireless and wired attempts. Agent collected info, identified expired warranty, offered paid support and to email a KB article. No fix applied.

Troubleshooting Steps
  • Verified model and serial via the Linksys app dashboard.
  • Asked about ISP and confirmed Rogers.
  • Provided a high‑level overview of four possible add‑node methods (though not specific to the device).
Key Observations
  • Agent did not follow the standard mesh‑node reset and pairing flow (no factory reset, no 5‑press or Pair‑button guidance).
  • Provided materially incorrect method names (e.g., 'FIBREST method') not found in any Linksys KB.
  • Offered paid support for an out‑of‑warranty device but also promised a free article; no concrete troubleshooting was performed.
Positive Highlights
  • Collected all required customer information (name, phone, email, model, serial, ISP).
  • Identified that the child node is out of warranty/coverage and correctly communicated support limitations.
  • Offered to send a relevant KB article and an AI chatbot link for self‑service, providing a valid self-help path.
Agent Errors / Gaps
  • Failed to execute the correct troubleshooting sequence for a solid‑red Velop child node (no factory reset, no 5‑press pairing).
  • Gave materially incorrect technical instruction: 'FIBREST method' is not a valid Linksys procedure and contradicts all known KBs [08:00].
  • Did not acknowledge the customer's frustration or confirm any attempted fixes.
  • Confusing handling of the customer's email address (multiple email addresses mentioned, redacted digits).
  • Misled customer by listing non-existent or vague methods instead of standard 5-press or Pair-button procedures.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only an email with an AI article; the solid-red child node issue was not resolved or meaningfully advanced.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—no power cycle, reset, 5-press, or verification of firmware; agent skipped all diagnostic actions.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared the device EOL and out-of-warranty as a reason to stop helping, instead of offering best-effort troubleshooting per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically, asked no relevant diagnostic questions, and failed to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use the web interface or app to check node status despite customer access, missing a required tool for diagnosis.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated the product is manufactured by 'Lennox'—a material factual error—and mischaracterized support eligibility.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info and attempted to guide, but lost control by abruptly shifting to paid support without structured troubleshooting.
C2 Not Met Confirmed understanding conf 96%
Agent repeatedly misgendered the customer as 'sir' despite clear female name and voice, showing failure to adapt communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by offering only an email resource and did not attempt to resolve the issue personally.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending an email but gave no timeline or confirmation of delivery, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation was warranted due to solid red LED and failed pairing, but agent offered no escalation path.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed, so critical details like reason, team, or follow-up were missing.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer's frustration or repeated efforts; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 96%
Agent used a scripted, one-size-fits-all tone, misgendered the customer, and failed to adjust to emotional state.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and describe troubleshooting already done; agent added unnecessary friction.
Call Transcript17 turns · 19 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 1 now for out of warranty products, paid support may be available, please have your device's 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.
00:00
Speaker 1
Alexa, listen to first time caller. It's Shirley. Sunny, S.U.N.N.Y. Gail, G I double L 647-992-0854.
02:00
Speaker 2
Thank you for calling Linksys. My name is Paulo. Badge, ID-11039. This is your first time calling. Do I have a ticket number? I see. Before we get started, allow me to create a record. Can I have your First name? And your Last name? Sir? Got it. Thank you, Sunny, for this information, and can I have your phone number? That's going to be 647-992-0854. [silence] Wife?
02:00
Speaker 1
Yes. Sure, it's Sunny, S-U-N-N-Y, underscore Gill, G-I-L-L-L, underscore 96, at hotmail.com. Yes. The model number, let me see here. Model number is W H W01. Yes. Yeah, Whirlpool.
03:00
Speaker 2
And should you call us back in the future you can use this phone number as a means for us to pull up your record and also can I have your email address? That's going to be your first name, length last name, length 96@hotmail.com. And can I know the model number of the Lynx display you're calling today? 01. And this is a node, Sunny, how many nodes do you have?
03:00
Speaker 1
So I have one of the main nodes, like the parent node, or the main, or the, I think they call the parent or the home node. Yeah, I have one of those, and now I bought a separate one to put in my basement. Uhm, do you want me to get into the issue at this point? Sure. 5-6-1-0-6-0-9-8-1-4-1-3-7 That's correct.
04:00
Speaker 2
Okay. Anyway, so, uh, let's just stick to this node. Uh, can I have the serial number to that node, sonny? Remember you this back? It's 25f, Frank 1 06 09814137. Last question. Uh, may I know the uh, who's your internet service provider? [silence]
04:00
Speaker 1
Rodgers? Yeah. I'll say, yeah, like I said, I have the parent node, which is working fine. Uh it's good. And now I bought the second one, the Linksys VELOP for my basement. Um I've tried two ways to get it to connect to the parent node. Um I've done it wirelessly, um and I've tried with the wire as well with the ethernet cable and it still just stays solid red. So I'm just kind of stuck in. Oh, yes, I have it. I have it for the parent node. Let me get that for you. It's upstairs. Sorry, give me
05:00
Speaker 2
Rogers. And while the system is validating the intelligence status of the device. How may I help you today? Mhm. I see. Um, uh, have you tried to link his up, uh, list- links his app, Soni? Mhm. I see. Now this is for- for curiosity, okay? Um, basically you want to add the child node. But, uh, what is the model number of your parent node, Soni? Is that an newer one? Mhm.
05:00
Speaker 1
One sec. Gonna get my headphones here. Yes. Oh, sure. Yes, yes, I have that app here. So, can you hear me? Okay, perfect. Hey, give me one sec. I'm just connecting to the parent node. So I can get in there.
06:00
Speaker 2
Mm-hmm. Oh, how about this, yeah, before you go there, Sonny, do you have the Lynx's app with you? Because we can check there what is the model number using the app so that you don't have to go there. Yeah, I can hear you. Yep. Let me know if you're on the dashboard.
06:00
Speaker 1
[silence] Okay. My screen. Loading up spinning. Okay, yes I'm at the dashboard. Yes. Yes. Uh-huh. Oh yes I do. Yep. I'm on there now. It says W H W 01 V 1. Hmm.
07:00
Speaker 2
Ok, tap on the three lines in the upper left. And then go to network administration. And you have there one of the options is nodes. And uh, do you have a name for your parent node, sir? Uh, ok. Tap on it. And uh, what is the uh, model number, sir? Ok, it's also a dual band. Ok. Now they're actually um, four ways to add a child node.
07:00
Speaker 1
Mm-hmm. Okay. Do I think I've- I'm sorry? That's all right. So I've tried the um, I've tried the five click thing. I can try it again, but I've the ethernet cable and I've tried just the holding it down for 15 seconds and then doing it wirelessly as well. Yeah, it could be. Mm-hmm.
08:00
Speaker 2
The first one is going to be the FIBREST method. Second one is the links is that third one is we have to use the computer access the interface of the parent node. This is the reason I'm asking this in case we go to that route. Okay? And the fourth one is going to be uh using a add a wired child nodes which means the child node that you got uh has to be wired directly to the parent node and proceed that way. Now, um a... Yes, go ahead. Mhm. I see. All right. It could be there's a step there that you missed. Um Sunny. But before we go to uh any of the proper way, okay? Now, according to our database uh here... [Silence] With that serial number, this particular childode used to have a one year complementary assistance and warranty, which is three years that's already expired. So, uh, usually we don't support this anymore. Uh, this is an EOL, which means Lennox is not manufacturing this. But there are uh customers out there willing to troubleshoot over the phone and we offer this uh one time for free. Okay? Lasting for one hour for only $15. And uh uh it's uh non-refundable if the issue is not fixed. Now the second option is uh we can send you an article that will help you step-by-step. There's also um uh an AI agent that will help you uh a chatbot that helps um.
08:00
Speaker 1
So, the AI helper, is it free or is that also paid? And abeabesab come through the computer as well? Like, would that walk me through that if I wanted to do that option? Okay. Yeah, so I guess I'll just try my shot at that. I'll just wait for that email and try it through the internet maybe. I think that's probably going to be my best bet at this point. I'm not really trying to pay. Okay. Okay. That's right.
10:00
Speaker 2
Do you add the child node through that process? Okay. How would you like to proceed, sir? Oh, sorry. the email that we're going going to send uh together with the aim, that is free, sir. There's no payment for that. Yes, sir. It's going to uh walk you through. Yeah. It's okay, Sonny. I'm going to re-verify your email address, okay? It's Sonny, that's your first name, underline, Gil, that's your last name, G-I-L-L, underscore [REDACTED_PAYMENT_DIGITS]@gmail.com. All right. Does it give me [REDACTED_PAYMENT_DIGITS] minutes for this, Sunny? and then you'll receive it, okay? And to know more about the Linksys product, you can visit Linksys.com forward slash support. You have a wonderful day. Bye now.
10:00