V2 Rubric Detail — 7ac3ac96-64db-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:48
Duration
6m 21s
Contact
Beverly Haverkamp
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132959
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: node lost connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting by immediately defaulting to paid support without attempting any best-effort steps required for out-of-warranty devices, effectively evading responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to provide any technical troubleshooting for the customer's red node issue, despite the OOW standard requiring best-effort support. Instead, the agent defaulted to paid support without attempting basic diagnostics, violating customer ownership and technical accuracy expectations. The interaction lacked empathy and clear next steps, resulting in an unresolved outcome and triggering an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports solid red light on WHW01 node, no internet in app. Out of warranty. Agent offered paid support and vague reset suggestion without detailed steps or verification. No case created.

Troubleshooting Steps
  • Confirmed device model (WHW01) and serial number from customer spelling [01:00–02:00].
  • Identified device as out of warranty.
  • Offered paid support option.
  • Suggested moving the node next to the parent and performing a reset, without detailed instructions.
Key Observations
  • Agent obtained model number (WHW01) and serial number (25F11M39A08368) from customer spelling [01:00–02:00], but did not confirm or use them for KB lookup.
  • Warranty status was stated as out of warranty [03:00], but no verification process (e.g., lookup) was mentioned.
  • Troubleshooting was minimal: no power cycle of modem/router, no reset duration specified, no pairing method (app, 5-press) described.
  • Agent misheard email as saverley@darcom.com [05:00], causing confusion before correction [06:00].
  • No case number created or referenced, violating case management protocol.
  • Call ended without confirming whether the customer understood or could perform the suggested steps.
Positive Highlights
  • Agent correctly identified the product family as Velop and obtained the model number (WHW01) and serial number from customer spelling [01:00–02:00].
  • Clearly communicated the out-of-warranty status and explained the paid-support option transparently [03:00–04:00].
  • Collected full customer name (Beverly Havercamp) with phonetic spelling and eventually captured correct email after correction.
Agent Errors / Gaps
  • Failed to create or reference a HappyFox case, a core protocol requirement.
  • Did not confirm correct customer email before offering to send a guide, leading to miscommunication [05:00–06:00].
  • Provided incomplete troubleshooting: no specification of reset duration (e.g., 10 seconds), no guidance on how to initiate pairing after reset, no validation step.
  • Did not verify whether the customer had app access or could see the node in the app after reset.
  • Allowed call to end without confirming next steps or operational closure, leaving outcome ambiguous.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red node issue; only offered paid support or a self-help guide without completing any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed — no reboot sequence, no cable/WAN check, no access to router UI, no speed test to isolate ISP vs. device issue.
R3 Not Met Correct resolution path conf 95%
For an out-of-warranty device, agent must provide best-effort troubleshooting (e.g., reboot, pairing steps, firmware check); instead, agent defaulted to paid support without attempting any resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not follow a logical diagnostic process — skipped basic checks like power cycling, verifying physical connections, or checking parent node status beyond initial description.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., no remote diagnostics, no guidance to check router dashboard or run speed test) despite the need to verify WAN connectivity and node status.
T3 Met No misinformation conf 97%
Agent correctly stated the out-of-warranty policy and the $15/hour paid support option per universal_support_contacts.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set brief expectations about warranty status and paid support but failed to structure the interaction with clear agenda or transitions; call ended abruptly without closure.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed customer’s name and email clearly, and adapted spelling for clarity — appropriate for customer’s communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abandoned ownership by immediately pivoting to paid support instead of attempting even basic OOW troubleshooting (e.g., factory reset, 5-press pairing, reboot), which is required per OOW standard.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timeline provided — vague promise to 'send a guide' without confirmation of delivery time or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the case was closed without technical resolution attempt.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer's frustration about time constraints and prior negative experiences; delivered policy in a transactional, impersonal manner.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s urgency or emotional state; maintained a rigid, procedural tone despite customer expressing time pressure and confusion.
X3 Not Met Overall experience conf 95%
Customer provided serial number and contact info, but agent used none of it to look up device status or reduce effort; forced customer to seek external help without agent-side actions.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, just one second. Taking through some pain. So, I'm here. Can you hear me? So, one of
00:00
Speaker 2
Welcome to the 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. please have your device's serial number and contact information ready. If you are unable, kindly call back later. For out of warranty products support, paid support option may be available depending on the issue. thank you so much for calling. Can you assist me? Can you hear me headphones? Hello? Can you hear me? Yes. mm-hmm. I can hear it now.
00:00
Speaker 1
even nodes downstairs is is red and the one upstairs The one upstairs is connected directly to the modem is blue so when I try to go to use the app to activate the node downstairs it tells me that they don't see an internet solid red say that again yeah okay let me go downstairs because it says no internet and then it wants me to do all these other steps but it's not then it's it's alright let me go down to the absolutely no number of okay So the model number of the mode is W H W red.
01:00
Speaker 2
Is it blinking red? Is it blinking red? What's the model number? What's the model number of the node?
01:00
Speaker 1
01 this the serial number yes it's 25 F is in Frank 1 1 M as in Mary 3 9 A as in Apple 0 8 368 xfinity this is working before I have three nodes [silence]
02:00
Speaker 2
okay now do you have the serial number yeah and who's your internet service provider it's just a new device than working before okay how many nodes you have in total
02:00
Speaker 1
I have one connected directly to a router and two other ones that I have in use. Beverly Havercamp, my full name, Beverly, B as in boy, E as in elephant, V as in victory, E as in elephant, R as in rabbit, E as in elephant, L as in Larry, Y as in yellow. [silence] Last name Havercamp. H as in Harry, A as in apple, V as in Victor, E as in elephant, R as in rabbit, K as in kite, A as in apple, M as in Mary, P as in Paul. Havercamp. Beverly Havercamp, all one word @yahoo.com.
03:00
Speaker 2
Like, okay, can I have your full name and your email? Your first name is what? Okay. About your last name? Okay. And how about your email? Okay. I just want it to set the expectation, ma'am, that as protected in our records, it shows that this device that you have is no longer under warranty. And
03:00
Speaker 1
Okay, how long was that? Okay, that'll be fine. Because I don't have time because usually when I'm on the phone with you guys, it does take a while and I don't have time to go through all those. I mean, shouldn't it be something that I mean, it went offline itself, like this red net. So, I should be a simple step with it to reconnect the node. Why why?
04:00
Speaker 2
For an out-of warranty device, ma'am, we no longer provide free technical support. If you wish to be assisted over the phone, that's gonna cost you $15 per one hour of troubleshooting. If you don't want to pay for the service, I can send you a guide that you can follow for you to troubleshoot the device yourself and then you can call us back if in case it will not work. I see. We'll let That's okay, too. Yes. So you have to bring the node right next to the parent node. Reset the [silence] sure, I mean. the. [silence] OK, OK, ye, your welcome, Ma'am, just make sure uh uh your email address, ma'am, is saverley@darcom.com, right?
04:00
Speaker 1
everything ever commit at yahoo.com all right thank you okay thank you bye bye
06:00
Speaker 2
@yahoo.com, sorry. Okay. Thank you for clarifying that, man. You're welcome. Have a good day, and take care. Bye-bye. [silence]
06:00