V2 Rubric Detail — 64d9b7ac-640b-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-09 13:59
Duration
14m 46s
Contact
No Name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132764
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by refusing all troubleshooting based solely on warranty status, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, incorrectly stated technical facts, and denied support due to warranty status — violating the required best-effort standard for out-of-warranty devices. No progress was made toward resolution, and the customer was left without accessible next steps, resulting in a clear case of avoidance and an unresolved outcome.

V1 Case Analysis

Customer reports PC no internet, TV works via switch between modem and WHW03 Velop router (solid red LED). Agent confirmed out-of-warranty status, correctly noted topology should be modem → router → switch, but provided no troubleshooting steps or self-help guidance before offering paid support.

Troubleshooting Steps
  • Collected serial number
  • Confirmed warranty status
  • Identified incorrect topology
Key Observations
  • Agent correctly identified the ideal topology (modem → router → switch) at [13:00], which directly addresses the root cause of the issue.
  • Agent confirmed warranty status and serial number, supporting protocol compliance.
  • No actual troubleshooting steps (power cycle, router setup, DHCP release) were performed despite clear guidance in the KB for solid red LED (Internet/WAN issue).
  • Agent offered to send email instructions but did not provide any immediate self-help steps, and customer lacks internet access to receive them.
  • Call ended abruptly after offering paid support, with no confirmation of next steps or customer understanding.
Positive Highlights
  • Agent correctly identified the ideal network topology (modem → router → switch) at [13:00], which directly addresses the root cause of the issue per the KB.
  • Agent collected the serial number and accurately verified warranty status based on company policy.
  • Agent acknowledged the customer's confusion and attempted to clarify the setup issue, showing basic empathy.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (power-cycle modem/router, verify WAN, re-configure router) despite KB guidance for solid red LED indicating Internet/WAN issue.
  • Prematurely offered paid support without attempting free diagnostics or providing self-help steps, violating protocol for out-of-warranty calls where basic guidance should still be provided.
  • Provided inaccurate reset instruction (2-minute press instead of ~10-15 seconds as per KB).
  • Did not confirm product model before giving advice (initially referred to 'WHIG', later inferred WHW03).
  • Did not provide any actionable self-help steps despite customer's inability to access email or internet.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support or self-help email but did not resolve the issue or provide any troubleshooting steps.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed; agent only asked for serial number and warranty status without testing connectivity or topology.
R3 Not Met Correct resolution path conf 95%
Despite the device being out of warranty, agent refused any troubleshooting and did not provide best-effort support as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms beyond 'red light' and did not ask relevant questions about network setup or ISP changes.
T2 Not Met Appropriate tools / resources used conf 97%
No tools were used — no remote access, no guidance to check modem connection, no speed test, no router login attempt.
T3 Not Met No misinformation conf 94%
Agent incorrectly claimed WHW03 serial numbers start with '2', which is false; also misstated support policy by denying all free help for OOW devices.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but lost control by prematurely pivoting to paid support without establishing a troubleshooting plan.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but failed to adapt to customer's confusion about IP addressing and network topology.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; immediately deferred to paid support instead of attempting even basic OOW troubleshooting.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were given; customer was left with only a payment request or an email they couldn't access.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within L1 scope.
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 85%
Agent expressed apology once but did not acknowledge customer's two-day struggle or repeated efforts.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pacing despite customer’s visible frustration and confusion about fundamental networking concepts.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial numbers and was forced to consider paying for help they shouldn’t need for basic OOW guidance.
Call Transcript24 turns · 27 lines
Speaker 1
Yeah, I'm having trouble with my internet and I've got a uh, uh, WHIG some, um, router, and it's not working, uh, very good. Um, I just kind of wonder, um, if you guys do a lot of, uh, troubleshooting with WHIG, um, stuff, and um, if so, um, what are some reasons the, the router might not be working? I'm not really sure why it's not working. I've kind of tried looking around in the settings and everything a lot, but I can't seem to, uh, fix the issue.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored and recorded. For the warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linkss.com. Please have your device, your serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. Hello, thank you for calling technical support. This is Charm. How can I assist you with today? [silence] Mhm.
00:00
Speaker 1
um it's not allowing me to connect uh Spectrum had to change our stuff around and they unhooked wires. I don't know whether I've done something wrong in hooking it back up or or what. Um uh since yesterday when they they changed over the phone lines, they had to uh reduce us down to one router and it's acting really weird. I can't I can't get my um I can't thing. I can get to I guess I don't understand how this works, but evidently I'm supposed to take the um the Ethernet wire from the modem and go to the router first. And the way the system has always been set up, it went to a switch and off of the switch. The only thing I can get to work is my Ethernet connected TV. I can't get my Ethernet connected PC to work. And the way they told me so she said, well, it's because it's giving you one IP address. And that IP address is
01:00
Speaker 2
[KEEP_UNCERTAIN] [silence] I can't see your test. Uh with. How long have you been experiencing the issue for if I.... Huh.
01:00
Speaker 1
going directly to the, uh, TV so nothing else can get it? So I don't know if that makes sense or not, but I tried to find my link for directions, but since I don't have access to the internet, I can't look it up. Huh. Well, I mean, it's red, yeah. It's red colored. Mhm. Mhm. Yeah, let me see if it's still unhooked some things here. So, let me make sure I've still got to pick it up. I did have it off for a little bit. So, hang on one sec. If you can let me see. Yeah, I have it off right now. So, let me see if I can turn it back on again here. Let me put you on speaker.
02:00
Speaker 2
I hear it. I hear it. I do apologize to hear that, sir. If I may ask, sir, what's the light status of your Linksys router right now? What color? Oh, it's solid red. Um-hmm. Mm-hmm. All right. So, are you already checked? Mm-hmm. Yes, sir. Mm-hmm.
02:00
Speaker 1
You know, it's still a red thing. You know, if I, if I think, if I look at my settings and, look at Wi-Fi, it's coming up and I see the, it says, underscore, veelf setup 406. the reset button on the bottom of the uh, of the node. Yeah. Do you want me to do that? I just hold in for a few minutes. Probably, yeah.
04:00
Speaker 2
I see, okay. If I may ask, also, sorry, did you press the reset button of this lynx router that you have? yes, did you press that one? No, sir. I'm just asking, and how long did you press it? For two minutes. I see, okay. Maybe that's the reason why it goes back to its default settings. And then, since you pressed the reset button for two minutes.
04:00
Speaker 1
Ok, um, I've got it. I've got it on a piece of paper in the other room. Just a minute. It's too hard for me to read it from the thing. Okay, it is X 5 V G U X 8 0 0 K. Yes. Mm-hmm. Okay, hang on.
05:00
Speaker 2
[KEEP_UNCERTAIN] I see it. Um, can you provide the serial number of this Linksys router sir? [silence] All right. [silence] And this is the serial number of the Linksys router. Okay, because the serial number should start with number two if it's an WHW03 router. mm-hmm. hmm. There we go. Yeah. OK, he can he repeat that one set to five S once, three AM.
05:00
Speaker 1
Right. 335 B 09068. Wee five F. 1 1 3 M. 35 B. 09. Zero six. Eight. Six eight. Eight. 906 of the last four. Use of Mac address or anything.
07:00
Speaker 2
But I don't. Mhm. Mhm. 3-9-0-6-6. 3-9-0-6-8, correct? Alright. Um, no, sorry. Let me scroll up here. Okay, here it is.
07:00
Speaker 1
sure uh huh okay [silence]okay
08:00
Speaker 2
Okay, please bear with me for a moment. So let's look at here. So based on the information that I have here with this serial number that you provided to me, this device was already out of warranty as of December 19 of 2023. And for the out of warranty device, sir, I do apologize but I could not provide a free troubleshooting over the phone. However, if you insist, I can provide a one-time non-refundable technical support, special line.
08:00
Speaker 1
Yeah, the problem is I can't get, I can't get the, yeah, I can't get to the internet to get email. So it's a little difficult to uh, see what you would send me. If you understand what I'm saying, um, No, I mean, I, I have my cell phone, but I don't have it hooked to my, my email system per se.
09:00
Speaker 2
[HUMAN_REVIEW] I'm guessing up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, sir, if you don't want to proceed with the payment, what I can do is I can send you an email instead on how to troubleshoot it yourself a step-by-step instruction, and also you may consider trying our links. There's AI agent for guidance and this is free of charge. which one would you prefer? I see. So you don't have any cellular data for you to pull up your emails.
09:00
Speaker 1
There looks confusing me so much is, is why, why the CD works and directly connected Ethernet, and why doesn't the PC when it's directly connected to the Ethernet? [silence] The the net, uh, the modem is is connected to a switch. And the switch has connected to it now. The only thing connected to it is the is the Linksys router. There's nothing else on the switch. But when I plugged the TV into the switch, it immediately comes up with an Ethernet connection. But if I plugged the PC into the switch, I get nothing, even if I have the TV unplugged. So does the TV hold that IP address and won't let go of it until, I mean, how do I, how do I get,
10:00
Speaker 2
On this TV, sir, is it connected or the cable, is it connected directly to the linksys router? Or is it connected directly to your Spectrum modem? [silence] Sir.
10:00
Speaker 1
There's a switch in between the modem and the router.
11:00
Speaker 2
right channel only and the left channel only. I just want to confirm so the topology of your internet connection is, uh, internet your internet subscriber modem and then coming from your SP the modem from your SP then there is a switch in between the link sys router is that correct? [silence]
11:00
Speaker 1
If I unplug the TV and I plug the PC in, the PC should work, you know, if I do the reverse, the other, that's the whole idea of a switch, you know, but I don't understand this whole thing. She's Netgear told me the same thing, and the lady at spectrum told me the same thing, where you have to go from the modem directly to the router and then run ethernet off the router to everything else you want. Well, I've never had it that way and it's always worked. So I I just, I'm just completely baffled, I've struggled for two days here trying to figure out what what got changed. You know, other than me I'm plugging the wires and plugging them back in again. And she's making it sound like, well, once that TV's got the IP address, it's the only IP address that the modem's going to give. And so it relinquishes that IP address. So how do I get it to relinquish that IP address? [silence]
12:00
Speaker 2
right but all right, because that's why do your TV have internet connections?
12:00
Speaker 1
OK. Right, right. But how do I interrupt the fact that the the TV seems to have a hold on this IP address? Is there a way to to release that IP address that the TV's got? [silence]
13:00
Speaker 2
since that switch is corrected directly with your modem. And the ideal topology of this one, sir, should be your internet's subscriber modem, and then your the cable is connected directly to the Linksys router and the router. It should be the Linksys router in between the modem and the switch, rather than the switch in between the modem and the router. All right. Um, what you can do, sir, is, since that Linksys router that you have was reset or go back to its default settings, you just need to set it up again. However, um, If you want me to walk you through on how to do it, but you need to pay $15. Do you want to participate, Owen, or do you want I see it. I see it right here. Okay. Mhm. All right. All right. Um, all right. Thank you so much also, sir. And have a good one. Bye.
13:00