V2 Rubric Detail — 8523def2-7996-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:58
Duration
35m 1s
Contact
Jim Fasio
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136103
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - no internet

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-28.5)

V2 Grader Summary

The agent never identified the problem, performed any diagnostic steps, or offered a solution. Communication was unclear, no empathy was shown, and no ownership or next‑step plan was established. The call ended without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to reset WHW03 Velop system. Agent collected model/serial but provided no troubleshooting steps. Call ended with vague instruction to bring nodes near modem.

Troubleshooting Steps
  • Collected model number WHW03
  • Collected serial number 28H10C067800138
  • Requested customer bring all three nodes near the modem
Key Observations
  • Agent failed to follow any standard Velop troubleshooting flow — no LED status check, no reset procedure, no 5-press pairing guidance despite WHW03 being a supported model.
  • Communication was severely impaired: stuttering, filler words, unclear phrasing, and failure to control the call flow.
  • Call ended without any verification step, confirmation of understanding, or clear next-step timeline — leaving the customer with no actionable path forward.
  • No attempt was made to access the web UI, check firmware, or use any documented recovery method for the WHW03.
Positive Highlights
  • Successfully captured the correct product model number (WHW03) from the customer.
  • Successfully captured the full serial number (28H10C067800138) despite customer difficulty reading it.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for a WHW03 reset issue — no factory reset, no LED status check, no 5-press pairing guidance (WHW03 is explicitly supported per universal_5press_models.md).
  • Did not verify current node state (LED color/pattern) which is critical for diagnosing setup/reset issues (per led_intelligent_mesh_consumer.md).
  • Provided no concrete next steps or verification method after asking customer to reposition nodes.
  • Poor communication: stuttering, excessive filler ('uh', 'uhm'), and unclear instructions made it difficult for the customer to follow.
  • Abandoned the call without establishing a clear operational closure path — no callback scheduled, no self-help resources provided, no escalation initiated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the issue nor provided a clear outcome; call ended without solution.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting was performed; agent only asked the customer to bring all three nodes near the modem.
R3 Not Met Correct resolution path conf 93%
Agent did not determine warranty status, choose a proper resolution path, or offer any concrete next steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the model (WHW03) and attempted to initiate a diagnostic action (bringing nodes close), suggesting recognition of a possible connectivity or pairing issue, though no root cause was confirmed.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools such as admin UI, LED status check, or firmware verification was attempted despite availability and relevance to the issue.
T3 Partially Met No misinformation conf 90%
Requesting nodes be brought near the modem is consistent with KB guidance for node connection issues (Path D — red blinking = disconnected), making this one technically valid step, though incomplete.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to frame the call, kept the conversation disjointed, and did not maintain clear control.
C2 Not Met Confirmed understanding conf 93%
Agent’s language was garbled and did not adapt to the customer’s level; the customer had to repeat information.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; no effort to resolve, no follow‑up promise, and the request to “bring all three near the modem” was not followed through.
O2 Not Met Proactive follow-through conf 92%
No concrete next steps, timeline, or follow‑up were established beyond a vague request to move the nodes.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Issue remained unresolved and no escalation was made despite the lack of troubleshooting; escalation was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or professionalism; interaction was purely procedural and confusing.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace; the customer appeared confused and had to repeat information.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat serial number and move hardware without any assistance; effort was not reduced.
Call Transcript7 turns · 7 lines
Speaker 2
Welcome to NynxSIS support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yeah, my name is Jim Fassio, F-A-S-S-I-O. No, I've called you before. Uh, is J K Fassio@comprogress.net? I'm sorry, I you broke up on me, what did you say? Yeah, I'm trying to uh trying to reset my develop uh system and it's not allowing me to do that and I'm maybe I'm doing something wrong. I'm just getting a
32:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. May I know who am I speaking to? I've got you here. Is this your first time calling us, Jim? I've got it. Let me create a case ticket for you regarding this issue. And then I'll have you will have emergency. Come start net flight. All right, tell me what it says about. What is the problem? I can help. [silence]
32:00
Speaker 1
[silence] Would like exist. [silence] and I'm hoping you can help me. Uh, Yeah, the model number is a is a WHW03.Tell me when you want the serial number.Serial [silence] the serial number, you want the serial number? Uh, Yeah, it's kinda hard to read it. it's say.Looks like 28H10C067800138.That are three. That are three. Say that again.
33:00
Speaker 2
uh, tell Me what is the model of your uh, uh, tell me the serial number?. Let's go with the mother No, the one that's connected to the uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, Go ahead. Yes, go ahead. all right. How many do You have of this W 931, three. all right. Can you bring all the three? Nearby.
33:00
Speaker 1
No, I'm not, I'm not, all three are not working. Oh. Oh, you want me to bring all three of them close to the modem? Yes, I can do that. Take me just a minute to do that. Can you hold on for one second? Okay. You'll call me back. Okay.
34:00
Speaker 2
Can you bring all three near by? [silence] Near the mother node? Okay. [silence] Okay, can I bring all three near the modem? Bring all of them. Yes. [silence] Go ahead, and we'll wait [stutter] We don't want to be a far back. Yes.
34:00