V2 Rubric Detail — 6584dffe-759c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 22:30
Duration
15m 33s
Contact
Michael
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135542
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 reconfiguration

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.62/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall10.3% (-11.7)

V2 Grader Summary

The agent failed to conduct proper diagnostics, skipped required troubleshooting steps (factory reset, 5-press), provided inaccurate instructions contradicted by the KB, and prematurely concluded a hardware defect. No escalation was made, and the customer was left to return the device, resulting in an unresolved case with significant customer effort.

V1 Case Analysis

Customer unable to add WHW01P child node; LED solid purple, app shows 'adding child node'. Agent performed incorrect power cycles and advised return to retailer without proper troubleshooting or warranty verification.

Troubleshooting Steps
  • Performed repeated, non-standard power cycles (unplug, wait 2s, plug in, wait 5s)
  • Attempted to add the node using the Linksys mobile app
Key Observations
  • Agent's recovery procedure (unplug 2s, wait 5s) is not documented in any Linksys KB for node reset or pairing issues.
  • No standard node-pairing methods were attempted: no factory reset, no 5-press method, no Add Node via web UI.
  • Agent declared a hardware defect without exhausting basic, documented troubleshooting steps.
  • No collection of serial number or warranty status despite recommending a return.
  • The power cycle instructions were repeated multiple times, indicating poor troubleshooting flow and efficiency.
Positive Highlights
  • Maintained a polite and calm tone throughout the call.
Agent Errors / Gaps
  • Provided an incorrect and undocumented recovery procedure (unplug 2s, wait 5s) that does not align with Linksys KB for node reset or pairing.
  • Failed to perform any standard node-pairing troubleshooting (factory reset, 5-press method, Add Node via web UI).
  • Declared a hardware defect without attempting basic, documented recovery steps.
  • Did not verify or collect the device serial number or warranty status.
  • Repeated an ineffective procedure multiple times, demonstrating poor troubleshooting efficiency and accuracy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the device was defective and advised return without resolving the issue or confirming a hardware fault through proper diagnostics.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a power-cycle loop and suggested using the Linksys app, but skipped key steps like factory reset, 5-press, or verifying internet/WAN status on the parent.
R3 Not Met Correct resolution path conf 95%
Agent prematurely declared a hardware defect instead of exhausting all standard troubleshooting paths (e.g., factory reset, 5-press, wired setup) before concluding failure.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions (e.g., model confirmation, parent router status, firmware version) and jumped directly to a hardware failure conclusion.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent referenced the Linksys app as a tool but did not guide its use effectively or leverage admin UI (192.168.1.1) to check node status or logs.
T3 Not Met No misinformation conf 100%
Agent provided a 'recovery procedure' (unplug 2s, plug in 5s) that is not found in any KB; KB specifies holding reset for 10-20 seconds for factory reset. Agent also declared hardware failure without evidence.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, repetitive instructions without confirmation, and no clear framing or transitions; agent lost control of the interaction flow.
C2 Not Met Confirmed understanding conf 90%
Agent used vague, non-adaptive language (e.g., 'recovery procedure' without definition) and failed to confirm understanding or adjust to customer's frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by directing customer to return the device rather than escalating or continuing supported troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up offered — only a vague suggestion to return the product.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be first contact with no handoff.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent failed to escalate despite unresolved issue and limited troubleshooting; a valid escalation path existed for suspected hardware fault after full L1 steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used polite closing phrases and thanked the customer, but showed minimal empathy when declaring the device defective without validation.
X2 Not Met Tone & rapport conf 90%
Agent maintained a mechanical tone, ignored customer’s visible frustration, and did not adapt pace or engagement level.
X3 Not Met Overall experience conf 95%
Customer had to repeat power-cycle steps multiple times and ultimately faced product return — high effort due to incomplete support.
Call Transcript12 turns · 15 lines
Speaker 1
This is links' desk technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a links' specialist. Hi, this is Dylan calling from links desk technical support. Am I speaking with Sir, Michael Caprio? Sir, uh, Mr. Michael Caprio. Hello, Sir. Uh, Mr. Michael Caprio. Yeah, this is Dylan again. Yeah, how was it? [silence] But, is your router already online? Okay. All right. Um, so now, sir, uh, what we're going to do is we're going to
00:00
Speaker 2
Hello? Yeah. Yeah? Yeah. Hey. Um... Yeah, I was still... haven't connected. It's glowing purple again. Um... it's still saying adding child node. You're it's saying adding your child node. Yeah. Yeah. Yeah, it's all back. Yeah.
00:00
Speaker 1
uh perform a recovery procedure so this will be our last last resort and if the device isn't going to work after this recovery procedure this is really possible a hardware issue on the device. So this uh let's try this one alright so um right now the the device is still blanking purple or is it solid purple. solid purple. okay. Right. let me just say something here. All right, sir. So here's what we're going to do. Um as what I've mentioned earlier, we will perform the uh uh recovery procedure. So, before we do anything else, let me just provide you some insight on how to perform the recovery procedure, okay? So, um to properly do it, all we need to do is just unplug the power from the router. I mean, the the WHW01P. Then wait, wait for it for two seconds. Then after two seconds, we're going to plug it back in and wait for five seconds. [silence] So, um, unplug it from the power source, wait for two seconds, plug it back in, wait for five seconds. We're going all right, so, unplug, plug it back in, unplug, plug it back in, unplug, plug it back in,
01:00
Speaker 2
yep okay okay okay okay okay okay okay okay okay
04:00
Speaker 1
All right, sir. So let's try to add it again using the Linksys app.
06:00
Speaker 2
Okay, it's glowing purple. Okay, hold on.
06:00
Speaker 1
Alright sir. So let's see what will happen.
08:00
Speaker 2
Hey, it's saying it's adding child note.
08:00
Speaker 1
[silence] holding onto the mic how was it the same issue uh again okay yeah it's it has been like four minutes already
12:00
Speaker 2
Yeah, add the child node, I'm not sure how many minutes that is. Yeah, I mean the bar is moving forward. Your phone is right next to the node.
12:00
Speaker 1
[silence] all right, sir. Um, this only conclude that your device is defective. Unfortunately, sir, we might not be able to proceed further with this one. Um, what I can suggest is, uh, you return this device to where you purchased this and, um, yeah, have this, um, returned to them. All right, sir. Uh, appreciate your time doing the troubleshooting, sir. yeah. all right, sir. you're very much welcome and thank you as well for the time. all right, take care. have a great day, sir.
14:00
Speaker 2
All right. It says there was a problem Adding your child node, restart them and try again. This is what was happening earlier on before I called. Yeah. All right, I'll return it. All right. Thank you. All right, thank you. Okay, take care. All right. Mm-hmm. Mm-hmm. Yeah. Yeah. Okay, what. Are we in the back. [silence] And the boots and the pants are $40. [silence] [sound of person walking away referring the pants and telling the details to a person] Yeah, then that's. 10 bucks. [silence] Yeah, what then the boots are 40, well other. Do you guys have boots? Mm-hmm. Yep, dollars. [silence] [sound of person walking to reach a place] Form P. Dollars. [silence] [sound of zombie outfit] Start with the arms, [silence] arms right here is 20. [silence] Mm-hmm. Then the, then it's also 20. You can see the glitter there. [silence] Then there is also a, 23 more, so is $43. Yeah. Glitter 43. $43, yeah. Okay, thank you. [silence] [sound of person walking away and saying these details to another person] Okay. Then the bouquet, hook, 93 dollars. Okay. Then, that's 25 93 are. Then with the sick. [silence] Yeah. I feel sorry. Uh, [silence] [sound of person calling someone's name Lena? Lena? Yeah] [silence] [sound of music] Is, man. Come on. [silence]
14:00