V2 Rubric Detail — 66ccd372-7a46-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:57
Duration
9m 48s
Contact
Barry Harrow
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136261
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_WHW03
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall37.5% (-16.5)

V2 Grader Summary

The agent identified the router as an end-of-life model but provided no concrete troubleshooting or replacement guidance, resulting in no resolution. Minimal diagnostic work was done, and the customer was left to call back later, increasing effort and lacking empathy.

V1 Case Analysis

Customer (Barry Harrow) called to set up a WHW03 mesh node mounted high on a cabinet. Agent collected model, serial, and email, noted device is end-of-life, but did not provide specific pairing instructions. Offered to email generic steps and schedule a callback after customer obtains a ladder.

Troubleshooting Steps
  • Collected customer name, email, model, and serial number
  • Informed customer the WHW03 is an end-of-life product with no further firmware updates
Key Observations
  • Agent failed to provide specific pairing instructions for the WHW03, which uses the 5-press method as documented in universal_mesh_node_management.md.
  • No verification of modem internet connectivity, parent node status, or basic setup prerequisites was performed.
  • Call ended with a callback rather than actionable self-help steps, despite the issue being within scope of self-service support.
  • Agent correctly identified the end-of-life status but did not offer a replacement path or warranty discussion.
Positive Highlights
  • Accurately identified the WHW03 as an end-of-life product, which is correct per KB guidance.
  • Collected essential customer information including name, email, model, and serial number.
  • Offered to send an email with troubleshooting steps, which supports self-help.
  • Provided accurate support hours (9 a.m. to 11 p.m. PT) when asked.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • At [06:00], failed to provide specific 5-press pairing steps for WHW03 despite it being a supported and documented method in the KB.
  • Did not verify whether the modem has internet or if the parent node is online (solid blue light) before suggesting setup.
  • Did not confirm whether the customer already has a parent node set up or is attempting a full system setup.
  • Did not provide any actionable steps the customer could perform before calling back (e.g., check lights, factory reset, placement).
  • Initial confusion over model number at [04:00] caused unnecessary repetition and delay.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the setup issue; only offered to send an email and suggested the customer call back later.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting was performed; agent only collected model/serial and stated the device is end-of-life.
R3 Partially Met Correct resolution path conf 92%
Agent identified the product as end-of-life but did not provide a concrete path (e.g., recommend a replacement or detailed best-effort steps).
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not ask diagnostic questions about the symptom (e.g., connectivity, LED status) nor follow a logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin console lookup, speed test) were used despite the issue involving hardware setup.
T3 Met No misinformation conf 96%
Agent correctly stated the device is end-of-life and that firmware updates are no longer provided; hours and email offer were accurate.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent opened the call, collected basic info, but lost direction, repeated information, and did not set clear expectations for the next steps.
C2 Partially Met Confirmed understanding conf 85%
Language was simple and polite, but the agent’s repeated misunderstandings (model number) and lack of clarification reduced clarity.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent did not transfer the call and offered to send an email with steps, showing ownership of the case.
O2 Met Proactive follow-through conf 92%
Agent gave next steps: customer can call back during 9am-11pm PT and an email will be sent with troubleshooting steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an end-of-life device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 88%
Agent offered no empathy or acknowledgment of the customer’s inconvenience; only generic politeness.
X2 Not Met Tone & rapport conf 86%
Agent did not adapt tone or pace; repeated misunderstandings and provided no reassurance.
X3 Not Met Overall experience conf 89%
Call Transcript15 turns · 17 lines
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.LinkSys.com for more information about your product. Hi, thank you for calling LinkSys technical support. My name is Dillon, how can I help you today? Hmm. [silence]
00:00
Speaker 1
I was just wondering how involved it would be to hook up the bell op to that modem. Right. [silence] Barry Harro, B-A-R-R-Y.
01:00
Speaker 2
I don't get the Wi-Fi. The Wi-Fi setting. Mhm. So just to make sure I got it right sir, you have a Dell laptop device that hasn't been set up for a while and uh you wanted to set it up again? Okay. Uh just to make sure I got it right sir, I need to run some verification with you and uh ask you a few questions about your Linksys router in order for me to proceed further and uh create a quick record here on our system. Okay, so I'll be asking you a few questions and uh let's start with your full name, your first and last name. Barry.
01:00
Speaker 1
Yeah, Barry. Harrow, H-A-R-R-O-W, Harrow at Carmel Valley law dot com. Carmel, C-A-R-M-E-L, Valley, V-A-L-L-E-Y law doll. L-A-W . com. Yes. [silence]
02:00
Speaker 2
Oh, all right. So, that's Barry Haro. How about your email address for Barry? I'm sorry. What's after Haro at? Yeah. Okay. Okay. Just to make sure you got it right, it's Haro at Carmel Valley low at, I mean, dot com. All right. Thank you, sounds for that one. Now, can you provide me the model number and the serial number of your lanceswetter?
02:00
Speaker 1
[silence]
03:00
Speaker 2
Uh, yes, sir. It should be Underneath a device. Hello, sir, I'm, I'm, sorry, I'm sorry. What was that again? Yes, sir, they do have the same model.
03:00
Speaker 1
W H W V V 2 How do I know which one is the main one? Yeah, it's not set up now. And it doesn't matter which one. Okay, 2 0 J
04:00
Speaker 2
What was the model again? HW. Off. Zero zero three. Okay. Oh, alright. How about the serial number, sir, of the main one? That should be the one that is connected to the router. But anyway, you just set it up right? I mean, you wanted to set it up. So, yeah, um, just, you can give me at least, uh, one of the serial number. Yeah, sir.
04:00
Speaker 1
2. 206.0984.8998. [silence]
05:00
Speaker 2
Alright, let me just repeat that one. It's 2-0-J- 2-06 0-9-8, 44-898. Uh-huh. 309. 89-448. Okay. Thank you so much for that one, sir. I was able to find the information here on my end. and uh... you've mentioned that your internet service provider is Xfinity okay alright lemme just input all of the information here on your record and you got three nodes right okay alright so um here's the thing uh sir barry uh just to let you know the device that you have right now is actually already part of our um end of life devices which means we no longer manufacture this one and update its firmware okay so um however uh I may be able to uh help you in setting this up but in the event that this would not [silence]
05:00
Speaker 1
so it may or may not work. so I'm better off getting a newer one. If we try one of them and it does work, you can Okay. Well, it's gonna take some time and I need to get a ladder. I need to get a ladder to get a... I need to get a ladder to, uh, to do it, and, uh... Yeah, because the modem is up, up high over a cabinet. So, yeah, I think I'll, uh, I think I'll... Yeah, I think I'll have to give you a call back. What are your hours?
07:00
Speaker 2
All right. Yes sir. It would really take I'm sorry here. You need to get a latter Oh ok. Yes sir. Um anyway you can always give us a call back in case you were able to uh get the modem and you're ready for to set for the reconfiguration. Okay. Um we're we're open from uh from nine
08:00
Speaker 1
Eastern Pacific Time? 9 to 11. Okay. Well, thank you very much. Okay, sure. But if I call back, you can help if I call back, somebody can help me set it up. Okay. Thank you. You too. Bye-bye.
09:00
Speaker 2
from 9 a. m. to 11:00 p.m. Pacific time. Yes? Yes, sir. All right, sir. You're very much welcome. Uh for the meantime, I can send you an email for the troubleshooting steps that you can perform. All right? All right, sir. Thank you so much. Yes, sir. Yes, sir. Yes, sir. Of course. Oh, all right. You're very much welcome, sir. Have a great day. And thank you for calling. Take care. Bye for now.
09:00