V2 Rubric Detail — 80e91c60-761e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:01
Duration
7m 29s
Contact
Richard Dooley
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135630
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent refused to perform any troubleshooting or provide a solution, directing the customer to paid support only.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-66.0)

V2 Grader Summary

The agent identified the device as out‑of‑warranty and offered a paid‑hour service but did not perform any diagnostic steps, provide technical guidance, or set clear next steps. This resulted in no resolution and demonstrated avoidance of troubleshooting, leading to an overall failure to meet the support standards.

V1 Case Analysis

Customer with WHW03 mesh nodes moved to new home; out‑of‑warranty; requested setup help. Agent confirmed model/serial, informed out‑of‑warranty status, offered $15/hr paid support, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the model as WHW03 using the serial number and confirmed out-of-warranty status.
  • No troubleshooting steps were performed despite the issue being resolvable via standard mesh setup procedures.
  • Agent mentioned sending a guide but did not confirm it would be sent or provide a KB link during the call.
Positive Highlights
  • Accurately identified the product model (WHW03) from the serial number at [06:00].
  • Correctly communicated the warranty status and support policy for out-of-warranty devices at [06:00].
  • Collected full customer name and email (R-R-D-R@me.com) at [04:00], supporting case documentation.
Agent Errors / Gaps
  • Failed to perform or guide customer through basic mesh setup steps such as power cycling, node pairing (5-press method), or accessing http://myrouter.local.
  • Did not verify whether the customer could access the router web interface or the Linksys app before offering paid support.
  • Provided no actionable self-help steps or KB article references that the customer could use independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never got the nodes set up or provided a solution; only stated the device is out of warranty and offered paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent did not ask about internet status, LED lights, or reboot procedures.
R3 Not Met Correct resolution path conf 96%
For an out‑of‑warranty device the agent should still attempt best‑effort troubleshooting; instead they immediately pushed paid support without trying.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms, ask diagnostic questions, or work toward a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., device lookup, admin UI, speed test) were used despite the issue requiring verification of WAN connection and node pairing.
T3 Met No misinformation conf 94%
Agent correctly stated the warranty length (three‑year) and the policy that out‑of‑warranty devices are not covered for free support.
Communication
C1 Not Met Clear & professional language conf 95%
Agent never set expectations, outline next steps, or keep the conversation focused on solving the problem.
C2 Met Confirmed understanding conf 90%
Agent used plain language, asked for model/serial numbers, and avoided technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call and offered a paid‑service option, but did not attempt to resolve the issue themselves.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline were given; the only action mentioned was a $15 paid‑hour offer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Agent correctly decided not to escalate; the issue did not meet escalation criteria.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent gave no empathy or acknowledgment of the customer's situation; response was purely procedural.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to match the customer's frustration; no checks for understanding were made.
X3 Not Met Overall experience conf 93%
Agent added effort for the customer by offering a paid service instead of helping directly; no friction‑reducing actions were taken.
Call Transcript15 turns · 15 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 depending on your issue. To hear more about your service options press 2. Please select from the following options. 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again.
00:00
Speaker 1
Yeah. Good morning, or my time morning. I am trying to set up my, my Linksys Speed Lock system. So I have an existing set of nodes recently moved into a new home, and have acquired new Internet service from Spectrum. I am currently trying to um, get the nodes up and running with the new system.
01:00
Speaker 2
press eight please have your device 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] hi thank you so much for calling Linksys this is Josh can I help you? okay so your internet ISP
01:00
Speaker 1
That's correct. They were spectrum before. There's still spectrum in this new house. But it's a new it's the new according to length of its device. Yeah, the model number, you said, right? Give me a second. N. Um, so I have, uh, I don't know if I've got the model number. I've got the serial number. I've got the name. This is it.
02:00
Speaker 2
Alright, now, okay, now can you please provide me the model number of the device that you have? Yeah. [silence] Okay, then provide me the serial numbers, I can try to look it up here.
02:00
Speaker 1
[silence] The serial number is [silence] 20J-10C-6822165. We have three nodes. I've [silence] called Lens this is in the past before.
03:00
Speaker 2
okay, how many notes you have in total, sir? three. Okay, have you called Linksys before, or this is the first time? Okay, can I have your full name and email? So, I can check here on our system.
03:00
Speaker 1
this is Richard Dooley R-R-D-R at me.com sorry I that again I've these I've had these for probably a few years now oh gosh I don't know I would say maybe eight years Hold on second. the model number What does it start with
04:00
Speaker 2
How long have you been using the Linksys device? How long have you been using the Linksys device? How many years? Okay. I believe the model number is W203, right? Can you try to check that underneath the node? to confirm? Yep.
04:00
Speaker 1
O 03 just just give me give me a second here hold on um hold on I want to see a model number here give me a second one of the devices the nodes I see a serial number Mac address um name
05:00
Speaker 2
WH datasets. Yes. Can you see the link beneath it that says module? [silence] What do you think is happening in the image?
05:00
Speaker 1
Yeah, I see that. But there's nothing underneath it. I mean there's a there's a. Oh, I'm sorry. I'm sorry. I'm sorry. Yeah, I have it. It's w h w 03, sorry about that.
06:00
Speaker 2
see the the brand name, links is. Okay. the model is. Okay. Alright. So, sir, as per checking here in our system, it shows that the device that you have is already out of warranty and uh, just to inform you, uh, for out of warranty devices, sir, we no longer provide free technical support. So, I could uh, be able to help you, sir, but that's gonna be through paid service. So, it's gonna cost you $15 for one hour of troubleshooting, sir.
06:00
Speaker 1
They're out of warranty. Interesting. OK? Yeah. OK. All right. I appreciate your help. Thank you very much.
07:00
Speaker 2
yes sir we only provide three year warranty we provide three-year warranty for this uh device so um I think that's that has been uh like next out um um or I can send you a guide sir
07:00