V2 Rubric Detail — 658e68a0-74be-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-30 20:00
Duration
10m 1s
Contact
Maria
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135393
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to router to be secure
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided meaningful troubleshooting by prematurely offering paid support despite the issue being within standard OOW best-effort scope (reset, re-pair, verify setup).

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to conduct basic troubleshooting or demonstrate technical accuracy, offering only a factory reset and a paid-support upsell. Critical errors include misidentifying the device as 'Linux' and citing an incorrect support URL. The interaction lacked empathy, continuity, and customer effort reduction, resulting in an unresolved outcome and a valid Avoidance/Evasion auto-zero.

V1 Case Analysis

Customer reports WHW03 mesh not recognized after Xfinity modem replacement. Agent inaccurately collected device info, skipped diagnostics, and offered paid support. Customer had already reset nodes and chose to buy a new system.

Troubleshooting Steps
  • Requested model and serial number (inaccurately captured)
  • Stated device is out of warranty
  • Advised factory reset (already attempted by customer)
  • Offered paid support or email setup instructions
Key Observations
  • Agent repeatedly asked for serial/model numbers but failed to accurately record them, indicating poor data handling ([05:00], [06:00]).
  • No basic diagnostics (modem reboot, speed test at modem, WAN cable verification) were performed, violating the universal escalation guide.
  • Paid support was offered without confirming warranty status via lookup or exhausting free troubleshooting options.
  • Agent failed to acknowledge that the customer had already performed a factory reset ([09:00]).
  • No empathy or frustration acknowledgment was shown despite clear customer dissatisfaction.
Positive Highlights
  • Correctly identified the product as a WHW03 Velop mesh system after customer provided details ([05:00]).
  • Offered to send email instructions, which could have served as a self-help resource if accepted.
Agent Errors / Gaps
  • Failed to accurately collect and confirm model/serial numbers despite multiple attempts ([05:00], [06:00]).
  • Did not perform required diagnostic steps: no modem reboot, no speed test at modem, no WAN cable verification ([08:00]).
  • Offered paid support without confirming warranty status via official lookup or exploring free self-help paths first.
  • Provided advice (factory reset) that the customer had already attempted, indicating failure to listen or validate prior actions ([09:00]).
  • Failed to acknowledge customer frustration or emotional state, violating Angry Customer Protocol.
  • Did not follow structured troubleshooting flow; jumped directly to reset and paid support without isolation steps.
  • No case was created or referenced, and no follow-up path was established despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer concluded they would need to buy a new system; no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only suggested factory reset without verifying symptoms, LED status, or WAN connection; no logical troubleshooting sequence followed.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device as out-of-warranty and offered paid support, but failed to provide required best-effort troubleshooting (e.g., checking firmware, pairing method, or modem compatibility) before closing.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic process: skipped key questions about LED status, internet at modem, or node connectivity; jumped straight to reset advice.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any tools (e.g., no guidance to access http://myrouter.local, no speed test, no firmware check) despite issue being resolvable via standard diagnostics.
T3 Not Met No misinformation conf 95%
Agent referred to the WHW03 as a 'Linux device' (factually incorrect) and cited 'support.linksis.com' (incorrect URL); factory reset advice alone does not offset material inaccuracies.
Communication
C1 Not Met Clear & professional language conf 90%
Agent repeatedly asked for serial/model/email without structure, failed to set expectations, and did not guide interaction toward resolution.
C2 Not Met Confirmed understanding conf 85%
Used incorrect terminology ('Linux device'), misspelled URLs, and provided no adaptation to customer’s confusion or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Offered paid support and disengaged without taking ownership; no attempt to troubleshoot or follow through on solution path.
O2 Not Met Proactive follow-through conf 90%
No clear next steps beyond 'buy a new system'; no timeline, no follow-up, no actionable guidance provided.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the interaction; issue remained at L1 scope.
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%
No empathy expressed; ignored customer’s frustration about repeated efforts and long hold time; interaction remained transactional.
X2 Not Met Tone & rapport conf 85%
Failed to adapt to customer’s confused state; continued asking redundant questions while customer expressed intent to abandon.
X3 Not Met Overall experience conf 90%
Customer repeated serial, model, name, and email multiple times; agent created unnecessary repetition and effort.
Call Transcript15 turns · 17 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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non refundable fee. This includes up to 60 minutes of phone support with our technical specialist. [silence]
00:00
Speaker 1
Hello? Yeah. Yes. Uh, well, I was on hold for somebody. They were working with me.
01:00
Speaker 2
If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paidphone support or get help from our high-powered support bot at support.Linksys.com. You can also connect with other users for tips and guidance at reddit.com/.today. I think you for calling Lynlacys. Hi, can I help you today? Yes, hello, can you hear me? How can I help you? All right. Let me just. Okay. Just a moment. What's your first and last names? What's your first and last names? [silence] Would you speak to a previous agent?
01:00
Speaker 1
No, no, not um I have not, no.
03:00
Speaker 2
Let me just check up. Maybe they're trying to call you back. Have you already received any call back on your end? Moving to previous agent who handled you. Did you receive, um what's his name?
03:00
Speaker 1
Well, I've been working, I've got a new modem from, from Xfinity because my old private modem died and now I am not seeing I had a router that I used for a signal booster, a Linksys router and it is not being recognized by
04:00
Speaker 2
I can't see any record here on my answer, but yeah, what's your question? Maybe I can help you out instead.
04:00
Speaker 1
Of the system. Say that one more time. The seal number is 2-0-J-1-0-L-R-6283-1619. It's W-H-W-0-3.
05:00
Speaker 2
Let's see. Do we have the serial number for that Linux device, please? We have the serial number for that Linux device. [silence] What's the model number of that device? Can you repeat again the serial number, sir? I cannot get any record here on my end.
05:00
Speaker 1
Three. Okay. Over seven years old, or seven years old probably. Gregory Nine High? Nine. G-R-E-G-N-I-N-E-N-H-U-I-S at Gmail.com. Say that one more time. [silence]
07:00
Speaker 2
How many nodes do you have in total for your system? three and when did you purchase this nodes may have your first and last name again and your email address so far Greg that's G-R-E-G for golf only right
07:00
Speaker 1
We'll h-u-i-s [silence] Gmail. Okay.
08:00
Speaker 2
For Greg, that's g R E G number nine H Y U I S, at gmail.com. Okay, I see. All right, so if you got a new modem, and if the modem won't recognize your nodes, you need to like reset all of them to factory default settings and then set them up again from scratch. However, as per check here on my end, this node are no longer under warranty, so we can no longer provide free technical assistance, but do you have an option to avail our paid service that's 15 per hour? But if not, I can just also send you the email instructions for the setup procedure.
08:00
Speaker 1
Yeah, I've tried that. I've, you know, reset and tried that. So, I guess maybe I'm just going to have to buy a new, you know, a new system there because I don't understand why it's not working. Okay. Okay, are you from Linksys then? Is that where you Oh, gotcha. Okay. I didn't know you just transferred me over to you. I'm sorry. Yeah, I appreciate that. And I'll just have to go purchase a new set I guess. Thank you. Bye. Side. Thank you. [silence]
09:00
Speaker 2
Mhm. Yes, sure. I'm from Lincs' technical support. Hrm. Hhm. Okay. Alrighty. Alright, sir. You're welcome and have a good day. Bye. -You can end the call now, sir. Thank you.
09:00