V2 Rubric Detail — 6c7ae504-6b67-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 22:45
Duration
25m 17s
Contact
Angelina Vargas
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133992
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless
⚠ 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.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect information ('LinkedIn device'), which is a critical failure under rubric section A–F. This constitutes a confirmed agent error, not an ASR artifact, as the surrounding context (model WHW03, Linksys support) clearly contradicts the statement.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided factually incorrect information ('LinkedIn device'), and demonstrated poor communication and ownership. Despite the customer's clear issue (solid red light, no internet), no diagnostic steps were taken, and the call ended unresolved. The material inaccuracy triggers an auto-zero under the rubric's critical failure policy.

V1 Case Analysis

Customer reports WHW003 Velop with solid red light and no internet. Agent collected model/serial but provided no troubleshooting, incorrectly referred to a 'LinkedIn device', assumed expired warranty, and offered $15 paid support. Customer declined and hung up. No self-help resources provided.

Troubleshooting Steps
  • Collected model and serial number
  • Collected customer contact information
Key Observations
  • Agent failed to perform any technical troubleshooting for a red-light/no-internet issue, violating standard protocol.
  • At [23:00], agent incorrectly referred to a 'LinkedIn device' — a materially inaccurate statement not supported by KB.
  • Agent assumed warranty expired without verification, leading to premature paid-support offer.
  • No self-help resources (KB article, support page, email with steps) were offered after customer declined paid support.
  • Customer email was repeatedly misheard and misstated (e.g., 'Terry Vargas'), indicating poor listening/communication control.
Positive Highlights
  • Collected device model and serial number as required.
  • Collected customer contact information (name, phone, email).
Agent Errors / Gaps
  • Did not perform basic WAN/internet troubleshooting (modem reboot, cable check, local login at http://192.168.1.1 or http://myrouter.local).
  • Provided factually incorrect information by stating the customer had a 'LinkedIn device' at [23:00].
  • Assumed warranty status was expired without verification, violating protocol and support policy.
  • Failed to offer any free self-help resources (KB article, support link, email with steps) after paid support was declined.
  • Misheard and repeated incorrect customer email (e.g., 'Terry Vargas') multiple times, causing confusion.
  • Did not verify or use correct model number — customer said 'WHW03 V2', agent recorded as 'WHW003'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended the call without resolution: 'Okay. You know what? I'll call back.' No troubleshooting or solution was provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all basic troubleshooting (e.g., power cycle, cable check, LED verification) despite customer describing a red light and internet failure.
R3 Not Met Correct resolution path conf 96%
For out-of-warranty devices, best-effort troubleshooting (e.g., reboot, cable check, firmware) is required. Agent offered paid support without attempting any steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (red light, no internet) but asked no diagnostic questions (e.g., modem status, cable connection, recent changes).
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used warranty lookup appropriately, but failed to use basic diagnostic tools like LED behavior (red solid = no internet) to guide troubleshooting.
T3 Not Met No misinformation conf 95%
Agent stated: 'You have a LinkedIn device' — a material factual error. Correct product is WHW03 Velop, not LinkedIn.
Communication
C1 Not Met Clear & professional language conf 96%
Agent's opening was confusing ('Is there any one on the other line please...') and never established call structure or expectations.
C2 Not Met Confirmed understanding conf 95%
Repeatedly misheard customer's name and email ('Terry Vargas', 'x-ray or z for zebra'), showing poor adaptation and no confirmation of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent offered paid support and allowed the customer to disengage without owning the issue or attempting resolution.
O2 Not Met Proactive follow-through conf 96%
No next steps were set beyond a paid support offer; customer was left with no path forward after declining.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer's frustration or prior efforts (e.g., 'I've tried hard resetting it'), showing no empathy.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust communication style despite customer confusion and repetition; tone remained transactional and misaligned.
X3 Not Met Overall experience conf 94%
Customer had to repeat name, email, and phone number multiple times due to agent's poor listening and note-taking.
Call Transcript17 turns · 19 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 1 now. For out of warranty products, paid support may be available. 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]
00:00
Speaker 1
Thank you. Roni, why is it so much easier... I guess maybe it should, maybe it should really be from New York. Make sure, you can see. This needs to be from New York. Make sure, you can see. This needs to be it.
01:00
Speaker 2
I thank you for patiently waiting on the line. This is Raquel and how may I assist you today?
17:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello. Hi, how are you? I'm trying to figure out what's wrong with it. I've tried hard resetting it. Um, our internet is connected from our cable provider. At first, we thought that was the issue, but it's not. Um, I've unplugged it, I've pressed the reset button, and I've left it unplugged for a while, but nothing is working and the red light won't go away. No, not at all. Uh, when I run a diagnostic test, it says there's an error that it's unable to connect to the internet. I even tried tuning off my firewall and the problem still persists.
18:00
Speaker 2
Is there any one on the other line please... Is there any one on the other line please make sure that the book... Yes, hello. I'm fine, thank you. This is Raquel and how may I assist you with your links this divide? I see. And the router is not getting internet from the modem, right? Okay. For me to check further, that device may have its serial number.
18:00
Speaker 1
Short. can you tell me where I can find that? I'm sorry my husband usually does this and I'm just free. Oh hold on. put the back around the bottom. sticker. Serial number. two, zero J for John, two zero, six zero A for Apple, eight, three, three, three, two, four. Uh the model number. W, H, W, 0, three, V, two. Wow.
19:00
Speaker 2
No worries. It can be found at the back or at the bottom on the sticker. All right, thank you and the model number showing at the bottom is it WHW003?
19:00
Speaker 1
yes, um, I don't know my husband it's my husband purchased the devices It may be under his name. My name is Angelina. Last name is Vargas. um, so it could be one of it could be a few. So, um, Mr. Vargas 1981@gmail.com. If that's not it let me hold on one. Mr. and then period Vargas 1981@gmail.com.
20:00
Speaker 2
you and is this is your first time calling Linksys. Let me create a record here. May I have your first name and last name. I think. I thank you. Angelina and do you happen to know the email address that's registered here? Okay. I'm sorry. Um What's the word again after your last name on the email? Mr. Terry. Okay
20:00
Speaker 1
No, not Terry. No, hold on. It's not Terry Vargas. Hold on. His name is Armando Vargas. Hey, what's the email address you have on both Melinx's? Sorry. Mr. 1981@gmail.com, right? Yeah, it should be Mr.Vargas1981@gmail.com. And his name is Armando. V for Victor, A R for girl, A S. No, it's S for Sam.
21:00
Speaker 2
Terry Right. Terry Vargas aha okay Mr. okay. okay. and just to verify u- can you spell for me your last name? just to make sure I got it correctly aha. aha. it's a- is it x-ray or z for zebra.
21:00
Speaker 1
yes. Yeah, that's that's fine. That's fine. Would you be able to check it up with his phone number to see if he has maybe a different email address or three four seven two four eight zero four four three. Okay. [KEEP_UNCERTAIN] No, that's the master one. We have three. Um, it's optimum. uh. I don't know about it. Oh, many years. It's been it's been a few years that we've had these. Uh, probably over, over four, three, maybe five. Um, I can't honestly remember off the top of my head. Sorry.
22:00
Speaker 2
You have a **LinkedIn** device.
23:00
Speaker 1
So, it's $15 for you to try to help me for the next hour to fix it? Okay. And then if you figure out that there's something wrong with the device, there's nothing you guys can do anyway cuz it's out of warranty, right? Is that what you're saying? [silence]
24:00
Speaker 2
And going back to the warranty over lync Sysom nodes here, upon double checking, it's actually ended. It's already expired. And if you wish us to walk you through with a troubleshooting over ARES K node reset and reconfiguration for our out of warranty devices, we do have this paid support amounting to $15. That's 15. It's a non-refundable technical support lasting for one hour. If we're unable to fix your issue or determine your device is defective, no replacement or refund will be given. Would you like to avail this paid support for troubleshooting? Yes. That's for one hour. Okay. That is correct.
24:00
Speaker 1
Okay. You know what? I'll call back. Thank you. Okay. Thank you. Bye-bye. You too.
25:00
Speaker 2
no problem and if you need assistance you may contact us back okay thank you for calling sis and have a wonderful day all right you
25:00