V2 Rubric Detail — 6ebba3b2-8188-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 02:37
Duration
8m 41s
Contact
205-994-1994
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00137581
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child nodes

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall6.5% (-13.4)

V2 Grader Summary

The agent failed to provide technically accurate guidance, claiming a lack of training for wireless setup with non-Linksys routers despite the KB providing a clear path via a local browser. No meaningful troubleshooting was performed, and the customer disengaged in frustration, resulting in an unresolved outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; customer ended call frustrated and stating they would 'do some research' without completing setup.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted (e.g., checking extender LED, connecting to setup network, accessing extender.linksys.com); agent admitted lack of training for non-Linksys integration.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged the WHW01 is out of warranty but still offered a best-effort path (wired AP setup), aligning with OOW expectations, though execution was incomplete.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process followed; agent failed to identify symptoms (e.g., LED status, setup network visibility) or ask relevant questions to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., web UI, remote access, logs) to assess or configure the extender, despite the scenario requiring configuration via extender.linksys.com.
T3 Not Met No misinformation conf 95%
Agent claimed they were 'not trained' to connect the WHW01 wirelessly to a non-Linksys router, which is contradicted by the KB (adjacent_range_extender_to_mesh.md) which explicitly provides steps for connecting a range extender to a mesh router via a local browser.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing or control; agent repeated confirmations, allowed long silences, and failed to guide customer through a coherent process.
C2 Not Met Confirmed understanding conf 93%
Agent used terms like 'parent node' and 'child node' without explanation and did not confirm understanding, despite customer expressing confusion and frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent collected callback number but made no commitment to follow up or take ownership; case was effectively abandoned when customer disengaged.
O2 Not Met Proactive follow-through conf 97%
No specific next steps, timeline, or ownership were established; customer was left to self-resolve with no actionable path provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and the issue did not clearly require escalation at this stage — agent could have provided self-help guidance.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent briefly apologized ('sorry to hear about it') and remained polite, but showed no genuine empathy for customer’s frustration or repeated effort.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s emotional state; continued with technical terms and process despite customer saying 'this is getting to be a little bit too much.'
X3 Not Met Overall experience conf 95%
Customer was asked to repeat phone number and model details; agent added effort by not providing clear instructions or taking action on their end.
Call Transcript14 turns · 16 lines
Speaker 1
Yes, ma'am. I just set up a new modem in Wi-Fi router and I have an existing linksys extender. I'm trying to get them to communicate and I can't seen to have any success through the app. No, the modem and router is not linksys. It comes from my spectrum account. the
00:00
Speaker 2
welcome to Linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self help options available please have your serial number ready and stay on the line for assistance thank you for calling Linksys this is Ruby how can I assist you huh oh so here you have a new modem a new Linksys router and then you want to connect this extender to the new router
00:00
Speaker 1
Linksys thing I have is a fill up setup. BO7. It's an extender. I'm just trying to extend my current Wi-Fi connection. Hmm. Uh, W. H. W. 0. 1. Uh, two. Yeah. 25F, 10609905417. huh? Yeah, yeah, that's right. That's correct. There's a one, two, three. Yes, the Wi-Fi router for the modem. Yeah, it's called a Wi-Fi six router. No, it's not. It's a spectrum. [silence]
01:00
Speaker 2
This is the WHW01. Can you double check the model at the bottom? Oh, and how many WHW01 do you have? So three WHW01. And then, aside from the WHW01, you have a different brand of router? And what is that brand? Yeah, because you have another different router also that you want to hook up this WHW01, and it's not a Linksys router, correct?
02:00
Speaker 1
Yes. Correct. Okay. Correct.
03:00
Speaker 2
So, aside from this Wi-Fi router from Spectrum, you also have a modem from... So, you have two device from Spectrum, one modem, one router from Spectrum. So for this one, sir, I can assess you, OK, help a chance you may assess you with this WHW 0 1. But it should be though this is an Outdoor warranty device but if in case we may not add it because there's something wrong on the WHW 0 1 so there's no more replacement on this one. Okay. But if you want to connect this WHW 0 1 to the spectrum router, we will really need to have a different set up because you want it to be an... and [silence
03:00
Speaker 1
yes that's correct um model number there's a serial number and a MAC number h w version 1.1 i i i i don't know I don't see a model number [silence]
04:00
Speaker 2
So the setup should be the modem modem from Spectrum which is the source of the internet and then your current router right now from Spectrum is connected to the Spectrum modem sir? What's the model number of that Spectrum router? HW101 that's the model of the router from Spectrum. Okay so I will be giving you a heads up cuz you want this WH101 as an extender as a booster.
04:00
Speaker 1
Uh-huh Well, no, actually it's not. Something just happened It was I don't know what happened Uh-huh Oh Yeah, it-it- it is It was Uh it- it- something knocked it off I don't know I touched it or something and now it's it looks like it's resetting. Uh-huh That's very frustrating.
05:00
Speaker 2
To your spectrum router. So this will be the setup, sir. But if I may ask, does the spectrum router, is it working right now? The modem and the spectrum spectrum router, it's most working. Oh, is the modem? Is the spectrum modem online? Is it working? You need to really confirm. Is modem is online. Oh, sorry to hear about it. So this will be the setup, sir. There's two options here to set up. So modem from Spectrum then of course the Spectrum router is connected with the spectrum modem. [silence] given and then 1 wh because I really don't know how to add this whw wirelessly to the spectrum spectrum router because I'm not trained for that. So what we're going to do to set it up is to wire 1 whw 01 to the spectrum router. Okay, so that should be wired. And it will act as a parent node. Okay? This parent node whw 01, you can create a different Wi-Fi name. So that is a different network that you are creating. So once we set up the whw 01, then we can add the 2 whw 01 as a child node as a booster. But this one parent node, wh01, it will remain connected to the spectrum router.
05:00
Speaker 1
Yeah I'm I'm working on it I'm working on it okay 205 994 1994 okay it appears to be working [silence]
07:00
Speaker 2
But make sure first that modem and the spectrum router is working because it will really take a circle to troubleshoot but the source of the internet is not working. Huh. Check if the spectrum router, the spectrum modem is working sir. Okay. Okay. Uh-huh. Um, can't. I have your phone number sir just in case we get cut off. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh. 205 994 1994. Okay. So I will just right on the line until you confirm that it's both working. Um.
07:00
Speaker 1
I'm not sure if it's the first time I've called in a while, if I've ever called. Yeah. Do what? Uh, I don't know, lady. I I this is getting to be a little bit too much. I'm going to have to do some research and figure out if I'm if this is what I want to do. Um, but thank you anyways. Uh, yes, sir. No? Okay. [silence]
08:00
Speaker 2
[KEEP_UNCERTAIN] I see, this is your first time calling access. Oh, um, let me just gather some information to create your case. So this is your best callback number. Sir, what is your first name? your first name? ah, yes sir. No worries, but just give us a callback if you need assistance.
08:00