V2 Rubric Detail — 7242f8b6-6e4e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:24
Duration
6m 8s
Contact
Lisa Menuto
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134269
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately offering a paid service without any attempt at troubleshooting, despite the issue being within standard L1 scope (red LED, sudden outage). This constitutes evasion of support duty.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly declared the device out-of-warranty, and defaulted to a $15 paid service without attempting a resolution. No empathy, ownership, or technical process was demonstrated. The interaction represents avoidance of support responsibility, warranting an auto-zero for evasion.

V1 Case Analysis

Customer reports all WHW03 nodes solid red, no internet. Agent collected model/serial, assumed out-of-warranty, offered $15 paid support without troubleshooting. No resolution or KB-based guidance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any KB-recommended troubleshooting (modem test, reboot, node reset, 5-press pairing, LED interpretation).
  • Warranty status was assumed without verification; customer believed device was still under warranty.
  • Paid-support offer was presented before any diagnostic work, violating protocol.
  • Agent failed to interpret solid red LED state per KB (led_intelligent_mesh_consumer.md), which indicates no internet and requires modem/router reboot and cable check.
  • Agent did not follow WiFi connectivity troubleshooting steps (velop_wifi_connectivity.md), such as testing modem directly, rebooting mesh system, or checking WAN cable.
Positive Highlights
  • Collected model number (WHW03) and serial number from the customer.
  • Asked for the customer's ISP early in the call.
Agent Errors / Gaps
  • No diagnostic steps were taken to isolate the problem despite KB guidance for solid red LED (no internet).
  • Incorrectly assumed out-of-warranty status without confirming coverage; customer stated nodes were recently added and believed warranty was active.
  • Prematurely offered paid support without first attempting free troubleshooting per KB.
  • Failed to provide any actionable self-help or next-step instructions per velop_wifi_connectivity.md.
  • Did not interpret solid red LED state correctly (led_intelligent_mesh_consumer.md), missing critical diagnostic indicator.
  • Did not follow basic WiFi connectivity troubleshooting (modem test, reboot sequence, WAN cable check) as outlined in velop_wifi_connectivity.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered a $15 paid service but performed no troubleshooting or resolution; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps (e.g., reboot, LED check, modem test) were conducted despite clear symptoms (all nodes red).
R3 Not Met Correct resolution path conf 97%
Agent declared device out-of-warranty without verification and immediately defaulted to paid service instead of best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify symptoms systematically, ask relevant diagnostic questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., router UI, speed test, LED status check) were used despite being essential for diagnosing red LED failure.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated warranty status and suggested a $15 fee without technical basis; no accurate guidance provided.
Communication
C1 Not Met Clear & professional language conf 97%
Agent failed to set expectations, provide a plan, or maintain control—call ended abruptly after fee mention.
C2 Not Met Confirmed understanding conf 96%
Agent used flat, transactional tone without adapting to customer’s frustration or explaining in accessible terms.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent avoided ownership by redirecting to a paid service without attempting any fix or self-help path.
O2 Not Met Proactive follow-through conf 97%
No clear next steps, timeline, or follow-up offered—only an ambiguous paid support option.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted—this was a basic troubleshooting case resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy; responded with procedural statements despite customer expressing frustration and disappointment.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust pace or tone to match customer’s emotional state or level of technical understanding.
X3 Not Met Overall experience conf 97%
Customer was forced to consider paying for help without any attempt to reduce effort via free troubleshooting.
Call Transcript11 turns · 12 lines
Speaker 1
Hi, um my internet's not working. I just got off the phone. Well, my Wi-Fi is not working. I have a Linksys router. Um the internet company said the internet was fine.
00:00
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 [silence] register.linksystems.com... Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If a assistant... Thank you for calling LinkSys. My name is Gerald. You gonna help... [silence] Give me one second.
00:00
Speaker 1
on that sound that should still be under warranty I have the to be still be under warranty uh do you want those serial number there owner okay it says name
01:00
Speaker 2
Can I ask who's your internet provider? return. Based on your funeral number here, you have a record. Um, are you Lisa? Minuto, right? Okay. What is the serial number and model number of your-lenses, rather, just for confirmation? Yeah, serial number and model number.
01:00
Speaker 1
link is, model number, uh, WH W O 3, serial number 2 0 J 1 0 C 6 2 7 A 0 7 1 4. I'm on the phone. Yes, uh, not brand new, no, uh, but I got them after the main node, and I think they're still under warranty. I just need to know why on the internet, I'm just trying to figure out why it's not working all of a sudden. It was working this morning and then it just went red. All of the nodes went red. So I got the Linksys Velop original node a while ago, and then recently I got the two additional nodes, uh, daughter nodes or whatever you guys call them. And none of the nodes are working. The the connections are fine. The wires are all hooked up. Nothing's changed with the wiring. They just all of a sudden went red, then
02:00
Speaker 2
This is WHW-03. Is this node? Go ahead.
03:00
Speaker 1
[silence] Do they go bad? Do I need to buy new ones? It's power? So, I guess bear with me. I'm gonna have to go on Amazon. oh wait, I can't even get on Amazon right now. Um, okay. I don't know what to do. Yeah.
04:00
Speaker 2
Okay. And this is unfortunately, since this is showing no data here, and I cannot register to under your name using the surge number. This will be deems out of warranty. I know it's out of warranty because you said you just got this one. I mean not, I mean, probably a year ago or two. [silence]
04:00
Speaker 1
$15. I don't quite. 15. So $15 you're going to charge me to fix my Wi-F. Okay. I guess I don't have a choice. It sounds like I'm going to have to buy a new Wi-Fi and it's not going to be a Linksys after this. Because I've never been, I've never had this sort of experience before, like having to pay for customer service and then having, being told it's probably not going to
05:00
Speaker 2
Um, but the problem is that without the data, this will be deems out of warranty and for out of warranty devices. Unfortunately, we charge $15 to assist non repairable. One five, yeah, non repairable. I I will be transparent, sorry, Katya, but I will be transparent with you. There's no guarantee to and fix the problem because I'm not sure what is up exactly is a problem. It could be a hardware issue. If it's hardware issue, we cannot fix that.
05:00
Speaker 1
All right. Well, thank you for your time. You have a great day.
06:00