V2 Rubric Detail — 653d1256-73e3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:53
Duration
20m 4s
Contact
Chris Taylor
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135197
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall32.6% (-23.4)

V2 Grader Summary

The agent accurately explained Linksys's role and directed the customer to contact an ISP for internet service, meeting R3 and T3. However, troubleshooting was incomplete (R2 Partially Met), the agent failed to demonstrate ownership (O1, O2 Not Met), and communication was poor (C1, C2, X1, X2, X3 Not Met), resulting in an ownership gap despite technically accurate information.

V1 Case Analysis

Customer moved into a house with a leftover Linksys WHW03V2 router but no active internet service. Agent confirmed model and serial number, attempted basic connection checks, and advised contacting an ISP for service. Incorrectly instructed customer to plug Ethernet into LAN port instead of WAN port.

Troubleshooting Steps
  • Collected model number (WHW03V2) and serial number (2020J20M38B02351).
  • Asked about LED status on router and modem.
  • Incorrectly instructed customer to plug Ethernet from wall patch into the LAN port instead of the WAN port.
Key Observations
  • Agent provided incorrect technical instruction by directing the customer to plug the incoming Ethernet cable into the LAN port instead of the WAN port [14:00], which would prevent internet connectivity per KB guidance.
  • Agent failed to create a case or document the interaction properly, missing an opportunity to track the issue.
  • The agent correctly clarified that Linksys does not provide internet service, which is accurate and appropriate for this scenario.
  • The call lacked a clear actionable plan for router setup beyond generic ISP contact advice.
Positive Highlights
  • Correctly identified the router model (WHW03V2) and serial number (2020J20M38B02351) after customer provided it.
  • Accurately clarified that Linksys is a router manufacturer and does not provide internet service, directing the customer to contact an ISP [17:00–18:00].
  • Collected customer name (Chris Taylor) and email (dosez.need@yahoo.com) for follow-up.
Agent Errors / Gaps
  • Provided incorrect technical instruction by directing the customer to plug the Ethernet cable into the LAN port instead of the WAN port [14:00], which contradicts KB guidance and would prevent internet connectivity.
  • Failed to create a case or document the interaction, which is a protocol miss.
  • Did not verify the correct port for WAN connection, leading to ineffective guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended with blinking red LED and no internet; agent advised contacting ISP without resolving router setup or confirming internet availability.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about power, Ethernet cable, and LED status but skipped key steps like power-cycling modem first or verifying WAN signal before concluding.
R3 Met Correct resolution path conf 90%
Agent correctly identified Linksys as a router manufacturer and directed customer to contact ISP for internet service, which is appropriate given no evidence of active internet.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking red LED and lack of internet, asked about cabling and power, but failed to logically sequence checks (e.g., verify wall source before router LED).
T2 Met Appropriate tools / resources used conf 95%
No remote tools or logs were necessary; agent used appropriate verbal diagnostics for a basic physical connectivity issue.
T3 Met No misinformation conf 95%
All technical information provided — Linksys manufactures routers only, need for Ethernet from wall, blinking red indicates no internet — is factually correct per KB.
Communication
C1 Not Met Clear & professional language conf 90%
Agent offered no call framing, had multiple unexplained silences, and lost control of conversation flow; customer interrupted and expressed frustration.
C2 Not Met Confirmed understanding conf 90%
Agent used filler words ('uh', 'man'), did not confirm understanding, and failed to adapt language to customer’s confusion and stress level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent created a case record but did not take ownership of resolving the issue; closed by telling customer to call back later after getting internet.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or timeline given; 'call us anytime' is not a clear action plan or commitment.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was L1-level setup guidance, not requiring L2/L3 involvement.
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 90%
Agent showed no empathy; did not acknowledge customer’s frustration over moving, poor labeling, or website difficulty.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to match customer’s emotional state; continued procedural questioning despite signs of disengagement.
X3 Not Met Overall experience conf 90%
Customer asked to repeat model/serial number and describe cables multiple times; long silences increased effort unnecessarily.
Call Transcript34 turns · 37 lines
Speaker 1
Hi, I was wondering, can you give me a number for customer service to set up an account? So, I bought a house and they left all of their internet equipment, and I need to figure out what to do with it.
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... Sorry, that's not an available option. Please select, 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. [[silence]] Hi, thank you for calling Linksys technical support. My name is Ellie, how can I help you? Setup my next Okay, so you're just moving into that new, uh, to that house and they all, they left the router.
00:00
Speaker 1
It says, yes, you must have 2020 vision to read it. Hold on. Bum, bum, bum. I tried it. Yeah, that didn't work. Try again. This is a dumb place to put a sticker. [silence]
02:00
Speaker 2
That says model number. How about you take a picture of that uh sticker? So that you can just easily zoom it in.
02:00
Speaker 1
Okay. Two-oh-J-2-0-M-3-8-B-O-2-3-5-1. The serial number. The model number is WHWO3V2. 2-0 2-0-J-2-0-M-3-8-B-oh.
03:00
Speaker 2
Is that a serial number that you're reading or its model number? Oh, okay. Okay, thank you so much. Can you read it back again, ma'am the serial number?
03:00
Speaker 1
02351 [silence] I don't know. I thought it was you guys.
04:00
Speaker 2
Just moved into that house. But can you confirm? No, ma'am. The record is not actually here in our system. Like who is the internet service provider? But let me check if I can pull up any record. Just please bear with me for a moment. But can you turn on that little tower together with the modem and see and like what is the LED light that will show up from that device.
04:00
Speaker 1
Yeah. I'm trying. Okay, that little one came on. There's nothing on the tower that lit up. Yeah, I plugged it in both. I plugged them both into the wall.
06:00
Speaker 2
Okay. So there should be an Ethernet cable that is plug in from the modem to the Linksys router, before you turn them both on. Hello, ma'am. Are you still with me? Okay. Did you plug in the power cords? There should be a power cord. Can you... Okay. Can you look underneath the little tower? There [silence] there [silence] so you can... [silence] so you can see the modem and see how there is a green power light?
06:00
Speaker 1
Hello.
07:00
Speaker 2
there's actually a switch that you can toggle off and on. Yeah, yeah, like there's no LED light coming from the linksys router. Yeah, because there should be an LED light on top of that little tower. Once you turn it on. Okay, and then tell me, what is the color of that LED light? Is it blinking or steady light?
07:00
Speaker 1
There's two places to plug in from the tower, which one should it be in? Yeah, that's there. But plugging into the smaller router, should it be in the PoE or the LAN? Okay, it's in the right spot. Uh, it's Chris. C. H.
08:00
Speaker 2
Okay. The Ethernet port should be on top of the reset button. Okay. L-A-N. And uh by the way, man, can I have your first name and your last name please?
08:00
Speaker 1
RIS, last name is Taylor, T-A-Y-L-O-R. [silence] Yeah. Now there is a blinking red one. There's a blinking red one on the tower and just a white light on the modem.
09:00
Speaker 2
any LED light coming from the modem? [silence] Blinking red one, does it have any label on it? [silence] A white light coming from the modem in which [silence] does it shows any [silence] like label on it like power, LAN, internet?
09:00
Speaker 1
Nope. And the top of the tower, the top of the tower is blinking red. I don't know what this is. The model number of the tower. No. What? This says cyber power.
10:00
Speaker 2
can you give me... I'm sorry? Okay. That's actually shows no Internet connection. now, um can you give me any model number of that modem that you have? No, the modem. the Internet source, that that black box that you mentioned? Yes, that's actually the Internet source. [silence]
10:00
Speaker 1
Just a bunch of outlets. 4, 2 5 VA.
11:00
Speaker 2
Mm-hm. Okay. Give me one [silence] moment. Does it show us [silence] any model number? [silence] Coming from the Cyber [silence] Power Modem? 4 [silence] 25 VA. Okay, here it is. It's a large... [silence]
11:00
Speaker 1
uh huh
13:00
Speaker 2
Chris? Uh, yeah. Can you make sure that the lift router is plugged into the internet source of that house? Yes, the one that you're actually using right now. Um, this is actually this is not actually a modem. Okay. Uh yeah, that's the world patch, yeah that's the internet source.
13:00
Speaker 1
So I've got into the POH, onto my box, So in the tower, I don't know why these idiots took everything apart. Okay.
14:00
Speaker 2
Uh, no. So, if there is an Ethernet cable coming from the wall, like a wall patch, run that cable, plug it right directly to the Linksys router. On top of the reset button. Yes, on the little tower. Plug it in there directly. Can, uh, by the way, Chris, can you confirm that there is an Internet, you know, coming from that wall patch? [silence]
14:00
Speaker 1
I have no idea what it is
15:00
Speaker 2
Okay, let me just go ahead and create a record first for this one, Chris, okay? And wait for that LED light of that little tower or on that WH W 03, that maynif there's and changes. [silence]
15:00
Speaker 1
No, it's still blinking red. Uh, it's just a black cable. It was a black cable with a chunky connector on it. It's plugged in, so... No. No. Nope.
16:00
Speaker 2
Do the LED light change, Chris? The cable that you mention, that's actually from the wall. Uh, can you describe it to me? Like the other? Mm-hmm. Okay. And then when you plug it, okay. Uh, when you plug it in under the WHW03, can you see any LED light coming from that port? Not on top of the tower, but under, where you plug in the other end, of that wire, which coming from the wall patch? Okay. So if that is actually the case, Chris, then that
16:00
Speaker 1
Yeah, like, are they? Cancel it because they moved? Right. And have I been I've been all over your stupid Web site, and I can't find a new customer phone number. The only one I can find is the support number. So like if somebody is brand new and they want to order your internet service, who do they call?
17:00
Speaker 2
that thing or that core doesn't have any internet connection. Did- did the previous owner? Uh well yes they can absolutely request that thing to cut off the internet from that house specifically like you know especially if that internet source is actually under their name then yes they have the right to cut off. Chris we are not actually the
17:00
Speaker 1
So, if you... Oh. Hmm. That's weird. [silence]
18:00
Speaker 2
one who is providing directly the internet. Uh. Because we are only, like, you know, we are only the one who is, uh, you know, we're not really the source of the internet, because we are not partnering up with some internet service provider, because we are only a manufacturing router. So if you want to get an internet service, you need to contact maybe T-mobile, Verizon, Spectrum. Yeah, it's not us that you need to contact to have an internet for, you know, to have an internet service provider. Uh, uh, by the way, Chris, can I ask you a question? [silence] Yes, because we are, we only manufacture routers.
18:00
Speaker 1
okay, well, I, uh, go ahead. Well, I will, uh, go ahead. Just finish. I'll shut up. There's. Dose? Z. And need? L. E. Need? at yahoo.com. OK. I appreciate it. Sorry about the miscommunication. Need.
19:00
Speaker 2
By the way, Chris take, mm-hmm. I'm sorry. Uh yeah, cause I was actually about to finish the, um, sorry? Okay, I was actually about to finish create the record to create the record that I just created here. Um, can I please have your email address? Okay, thank you so much, uh Chris. So when you already have, or when you already have an internet source, Chris, then yes, you can absolutely use this, this link this router that you have and then call us. So we can help you set this one up, okay? No, it's okay. You're very much welcome to call us anytime, okay? Have a good [ silence ]
19:00