V2 Rubric Detail — 84896f54-611b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:17
Duration
10m 6s
Contact
Evelyn Rodriguez
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132472
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: WHW01_Child node lost connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall34.9% (-21.1)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered standard support options, but failed to perform any troubleshooting or provide real-time assistance. Communication was inappropriate for the caller’s needs, and technical accuracy was compromised by incorrect LED guidance. The issue remained unresolved, resulting in a full failure on resolution and customer experience metrics.

V1 Case Analysis

Customer unable to add two child nodes to WH01 mesh; out of warranty; agent will email setup instructions.

Troubleshooting Steps
  • Collected serial and model number
  • Confirmed router LED status (greenish‑blue) indicating internet connectivity
  • Verified out‑of‑warranty status in system
  • Offered self‑help via email or paid‑connect service
Key Observations
  • Agent used informal phrasing ('my love') that reduced professionalism.
  • No technical troubleshooting was provided for adding the child nodes.
  • Agent offered paid support despite the device being out of warranty.
Positive Highlights
  • Collected required device and customer information.
  • Identified and communicated warranty status.
  • Provided a concrete self‑help path (email instructions).
Agent Errors / Gaps
  • Did not give immediate, actionable steps to add the child nodes.
  • Failed to create or reference a HappyFox case number.
  • Unprofessional language and lack of clear, concise guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide real-time troubleshooting; only offered self-service or paid support without achieving resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., checking modem connection, verifying cables, accessing router UI) were performed before offering options.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and presented appropriate support paths: AI tool, email instructions, and paid-connect service.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to conduct diagnostic questioning about WAN connectivity, cable setup, or node status; no root cause analysis was attempted.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., local web interface, speed test, LED status verification) were used to confirm connectivity despite the setup issue requiring validation.
T3 Partially Met No misinformation conf 92%
Agent correctly stated warranty status and support options, but provided inaccurate LED color information (purple/pink not standard for Linksys internet failure).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info and presented options but failed to set expectations or guide toward a resolution path; call ended without active problem-solving.
C2 Not Met Confirmed understanding conf 95%
Agent used inappropriate informal terms ('my love') and did not adapt communication for a dyslexic caller; no simplified instructions or comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent retained ownership by not transferring the call and committed to sending follow-up email instructions.
O2 Met Proactive follow-through conf 95%
Agent specified a clear timeline: 'five to 10 minutes after our call to wrap up the email,' establishing realistic next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's 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 for an out-of-warranty setup request.
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 showed no empathy for the caller’s dyslexia or frustration; used sales script and informal language instead of supportive acknowledgment.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone, pace, or language to match the customer’s needs; continued with casual phrasing despite expressed difficulty.
X3 Partially Met Overall experience conf 90%
Agent avoided re-asking information and promised an email, but did not reduce effort by guiding through setup or offering accessible resources.
Call Transcript16 turns · 19 lines
Speaker 1
Yeah.
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 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. Please have your device's 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. Thank you for calling Linksys. This is Carl. How may I help you?
00:00
Speaker 1
I have the link box, but I never reconnected it inside my apartment. And now I'm like, you know what? I could've way have better service, but I don't know. It's been so long. I'm having troubles connecting it. I'm just hoping you can help me. yes. my love. I'm trying to get all the cords in the right place. I'm dyslexic, so I have a I'm having a hard time. I'm going to be honest with you. I'm having a hard time. I'm putting the cords. I have three of the links below, three of the boxes and I know one of them is supposed to be connected to the main modem, the router in the living room. But the other two, I'm like, stuck. And I have the app, but I'm having such a hard time.
01:00
Speaker 2
Okay. Okay. So, um, you were trying to, um, configure or set up a router into a new apartment, correct? Uhm, hmm.
01:00
Speaker 1
Yes, I have called Linksys before about um
02:00
Speaker 2
okay. all right. before we continue, let me just create a record for this. have we code backlogs before like this before or this is the first time? okay. all right. let me just um create a new record for this. can i have your um can i have the model number and uh serial number of your uh linksys device? yes. the one that, um, the one that will be set up as the main node? okay. the one that will be set up as the main node. model number and serial number. yes.
02:00
Speaker 1
okay, baby. The serial number is two, five, the letter F as in Frank. one zero, six, zero, six, eight, zero, eight, five, five, one. [silence] Yes, my love. Oh, okay, the model number. Give me a second, my love. Oh, okay. The model number is W like whale. H like house. [silence] W like whale. 01.
03:00
Speaker 2
Okay, let me check if I get it correctly. That is 2541050680613108551. All right. How about the model number?
03:00
Speaker 1
I'm on spectrum. Okay, 646-544-5467. Okay, my love. It's Evelyn Evelyn Rodriguez, R-O-D-R-I-G-U-E-Z. Okay, email address is Evelyn Rodriguez, my first and last name, followed by the numbers 852 at gmail.com.
04:00
Speaker 2
All right, and who's your Internet provider? All right, and how about your phone number, ma'am? All right, and how about your first name and last name? Uh-huh. And email address. Uh-huh, okay. So, since this is for initial setup or lots like setting up the router,
04:00
Speaker 1
Yes, everything is fine. Um, with the, with the internet. Yeah, it's connected right now. [silence] Okay, I've already had it plugged up, my love. So it's on like a light, a, it's on a blue, kind of like a greenish blue. [silence] Yes, that's the one that's connected to the spectrum box. Yes. [silence] Yes, my love.
05:00
Speaker 2
to connect to a new location. Have you tried checking the internet connectivity from the cable modem that you have, the one that's provided to you by specter? Okay. What is the color of the light on that main node right now? Okay, so that's uh that's the parent node, the one that's connected to spectrum, correct? Okay. And uh that light is like greenish blue, correct?
05:00
Speaker 1
the other two I'm plug it up. I have them unplugged right now. No, not on yet. Oh, that's good. So, we're not supposed to do that. Right, right and that's what I was seeing with the other two notes. [silence]
06:00
Speaker 2
Okay, it's not yet on, correct? Okay. Because actually, ma'am, base on the light on the router, that is greenish blue, that's an indication that this router is already connected to the internet. Okay? Because it is not, yes, because if it is not connected to the internet, that's either a purple color or pink, or it could be red. Okay. the the network. Okay. Right? But, ma'am, before we start for any troubleshooting here to add the two nodes, let me just inform you about the status of your router which is a WHW 1. Okay. it shows here in our system that this router is already out of warranty and complimentary phone support is no longer available. Okay. But you don't need to worry about it ma'am. We do have option a couple of options for our warranty or linksys device. Okay. Our first option is you can take advantage of our AI tool that can be found on our website and that is support.linksys.com Right. And our second option is I can send you an email instruction or a video link where um, on how to add the add the other two child nodes to your network so that you can use it. Okay. And our third option, this is our paid connect service. We can walk you through on how to set up this child node to connect to the parent node. And that will cost you $15. Again, this is paid connect ma'am. This is a one-time non-refundable technical support that will last up to 60 minutes. Okay? And in any uh any case if the device is found defective, there will be no refund or replacement. And there is also no guarantee that um, we will be able to fix the issue. Okay? So, which options would you like to proceed ma'am?
06:00
Speaker 1
My love, so you can't, um I call, this is in customer service, like you can't help me through like you can't help me you you guys charge to help the customer? All of that. No. You could just send me the email. Yes. All right, thank you.
09:00
Speaker 2
Um yes, Ma'am, that is if if if only if the device is out of warranty. Okay. And then um if you want us to um walk you through step by step but we have other options as well. Okay. Go ahead. Okay. I can't send you an email. Again, the email address is Evelyn Rodriguez 852@GMail.com, right? Okay. Okay. But I'll just um send you the email, just um give me five to 10 minutes after our call to wrap up the email. I said I can send it to you, okay? [silence] You're welcome. Thank you for calling Linksys, ma'am. This is Carla. Bye for now.
09:00