V2 Rubric Detail — 76d2d514-6e66-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 18:16
Duration
10m 35s
Contact
Cynthia Echeverria
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134313
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Agent avoided troubleshooting and offered only a paid service or generic guide, constituting avoidance/evasion (critical failure B).

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly denied support due to warranty status, and offered only a guide or paid service. This constitutes avoidance/evasion, resulting in no resolution and a critical failure. All core indicators were Not Met, with only E1 Met and O3/E2 N.A.

V1 Case Analysis

Customer unable to connect WHW01 nodes after new modem. Out‑of‑warranty. Agent offered paid support or emailed setup guide; customer chose guide. No troubleshooting performed.

Troubleshooting Steps
  • Collected phone number, name, and email
  • Identified device model as WHW01
  • Checked warranty status (out‑of‑warranty)
Key Observations
  • Agent correctly identified the product model (WHW01) and confirmed out-of-warranty status.
  • No basic troubleshooting (power cycle, cable check, LED status) was performed before offering paid support.
  • Customer was offered a self-help option (email guide) and accepted it, providing a valid closure path.
  • Minimal empathy or acknowledgment of customer frustration; communication was transactional.
Positive Highlights
  • Correctly identified the device model (WHW01) and its mesh family, confirming product understanding.
  • Accurately collected customer contact information including name, phone, and email.
  • Correctly communicated warranty status and support options in line with policy.
  • Provided a concrete self-help path by offering to email a setup guide, which the customer accepted.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (e.g., power cycle modem and router, verify WAN cable, check node LED status) before proposing paid support — violates standard protocol for initial triage.
  • Did not verify whether the parent node was online or check the physical setup (e.g., power, Ethernet connection), which are essential first steps per KB.
  • Provided no immediate technical guidance or validation of the issue, skipping foundational steps in the support process.
  • Minimal empathy or acknowledgment of customer frustration; tone was dismissive and transactional.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any actionable troubleshooting; only offered a guide or paid service.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were performed — no questions about setup, LED status, or network configuration.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status to deny free support without attempting best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms or root cause; no diagnostic questions beyond collecting serial and contact info.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., admin interface, logs, remote access) were used or even referenced despite the need for configuration help.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated free assistance is unavailable for OOW devices, contradicting policy that mandates best-effort support.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure, had long silences, and agent failed to maintain control or set expectations.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive, scripted language and did not adapt to customer confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent avoided ownership by offering only a guide or paid service instead of attempting resolution.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to send a setup guide via email, providing a next step, but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted, and the agent correctly did not escalate the case.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy or acknowledgment of customer frustration about offline routers.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, disengaged tone and failed to adjust to customer's communication pace or clarity needs.
X3 Not Met Overall experience conf 98%
Customer repeated serial number, phone, and name multiple times due to agent’s poor information handling.
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 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. [click] Please select from the following options. [click] For in-warranty products, our support team is available to help with performance and hardware issues. 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, please have your device's serial number and contact information ready. If on the
00:00
Speaker 1
Hi, I'm calling because I'm having trouble connecting my routers. I recently changed my Wi-fi network, so I'm having trouble connecting it to my new network. My Wi-fi, my Wi-fi connection. No, it was a whole different new Wi-fi connection. Yeah. And it's not, yes, and it's not, I'm having trouble connecting it to my routers.
01:00
Speaker 2
Hi, thanks for calling Nexus assistant, how can I help you today? [silence] I'm sorry, uh what, did you change ma'am? [silence] Do you mean wifi name? [silence] Oh, you changed your internet provider? [silence]
01:00
Speaker 1
isn't in like I had, a new modem. Yeah. Yeah, but my router's aren't connecting and they're off line right now of, of any, of them because they have about five connected. Okay, let me get that for you. Give me one minute.
02:00
Speaker 2
the one connected to your modem. Ma'am? I'm sorry ma'am, can you repeat that one please? Hello? Hello ma'am? [silence]
03:00
Speaker 1
Well, hello? Yes, it's 2:5 F 1 1 M 3 9 A 0 7255, yes. Yes. I actually just have four. Yeah, four. Thank you.
04:00
Speaker 2
Yes, Hello, ma'am. Uh huh. 0755 RI and you have five of these devices. Okay. I don't know. [silence] Okay, so based on the information I have here ma'am you have a WHW01 linksys nodes. You have four right? Four nodes. Okay so I'm still checking on.
04:00
Speaker 1
Uh, six, five, zero. Two, eight, two. eight, one. eight, nine. four, one. Yeah. Centia Echevarria. Yes. [silence] Uh, [silence]
06:00
Speaker 2
The other information man before we proceed may I have your phone number just in case we get disconnected okay 650-281-8941 okay. How about your first and last name ma'am? Cynthia. Cynthia right? What is your last name ma'am? Can you spell that one for me please? [silence]
06:00
Speaker 1
EJ. It's going to be C-E-C-H-E-V-E-R-R-I-A 17@gmail.com.
07:00
Speaker 2
uh-huh. go to think you have got your email address. uh-huh. can you repeat your uh first name, ma'am, on the email? it's c-y-n-d-h-i-a, right.
07:00
Speaker 1
c I N. C I N. T H Y e. For the way around.
08:00
Speaker 2
Yeah. Ooh. Okay. Okay. [silence] Okay. So, yeah. Aside from this is the WHW01 man.
08:00
Speaker 1
Yeah. $15. [silence]
09:00
Speaker 2
220, right? Okay. Actually, this is one of our best devices, ma'am, but then, uh, it shows here that this is already an out-of-warranty device. And for out-of-warranty devices, we can no longer provide free assistance on it. Anyways, I can offer you two options for us to, um, go with the proceed with this. First option, ma'am, is we do have a paid service that is $15 for an hour of troubleshootin'. Yes, an, uh, other option ma'am is free. I can send you the guide on how you can set up, uh, your Linksys, uh, your Linksys routers. And that will be that email will be sent to your email address.
09:00
Speaker 1
Okay. Yeah. Um, you can go ahead and do that. You can send the manual. Okay. Okay. Okay. Okay. Thank you.
10:00
Speaker 2
Which one would you prefer? Okay, yes, ma'am. Anyway, so it's a very easy to follow guide. You can just do it. And if you need further assistance, you can just call us back. Okay. Thank you so much for your time, ma'am. And please wait for the email that will be sent to you after this call. Thank you. Have a good day. Stay safe. Bye.
10:00