V2 Rubric Detail — 8605080c-6f3f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:10
Duration
10m 19s
Contact
Maira Mojica
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00134518
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Connectivity issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing standard troubleshooting by immediately introducing a paid support option without attempting any diagnostic steps, violating OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform even basic troubleshooting, introduced false branding ('Lennox'), cited a fake URL ('links on.com'), and evaded responsibility by pushing a paid service despite the OOW best-effort requirement. Critical inaccuracies and avoidance of diagnostics resulted in no progress toward resolution.

V1 Case Analysis

MX2000 parent node solid red, daily WiFi dropouts. Agent misidentified brand as Lennox, gave incorrect URL (links on.com), skipped all troubleshooting. Offered paid support or emailed article (email not confirmed). No technical fix applied.

Troubleshooting Steps
  • Collected model (MX2000) and serial number (50D10M25C68147).
  • Asked about number of nodes (two).
  • Suggested swapping parent and child nodes without instructions or validation.
Key Observations
  • Agent repeatedly misidentified the company as 'Lennox' instead of Linksys (transcript [00:00], [09:00]).
  • Provided an incorrect support URL: 'links on.com' instead of support.linksys.com (transcript [10:00]). This is a materially misleading and unsafe domain.
  • Skipped all standard troubleshooting steps for a solid red LED and connectivity loss, as outlined in velop_wifi_connectivity.md (Step 1: Check Node LED Status, Step 2: Isolate the Source of the Problem, Step 3: Reboot the Mesh System, etc.).
  • Did not attempt or mention the 5-press method, which is valid for MX2000 per universal_5press_models.md and could have escalated the issue to engineering.
  • Did not guide the customer to the router's web interface (192.168.1.1 or myrouter.local) to verify internet status or LED states.
  • Did not confirm the customer's email address before promising to send an article, risking delivery failure.
  • Suggested node swapping without explaining prerequisites (e.g., firmware sync, placement) or risks (e.g., topology disruption).
Positive Highlights
  • Collected the correct model number (MX2000) and full serial number (50D10M25C68147).
  • Correctly identified that the warranty had expired and communicated support limitations, aligning with out-of-warranty handling guidance.
  • Offered a free self-help article as an alternative to paid support, which is acceptable for out-of-warranty customers.
Agent Errors / Gaps
  • Misidentified the company as 'Lennox' instead of Linksys — a fundamental brand error that undermines trust and accuracy.
  • Provided an incorrect support URL: 'links on.com' — materially misleading and unsafe, contradicting the KB's support.linksys.com.
  • Skipped all standard troubleshooting steps for a solid red LED and connectivity loss, as outlined in velop_wifi_connectivity.md. This includes no reboot, no modem test, no WAN cable verification, no LED status confirmation, and no access to the router interface.
  • Did not mention or attempt the 5-press method, which is supported on MX2000 per universal_5press_models.md and could have escalated the issue to engineering for diagnostic logs.
  • Did not confirm the customer's email address before promising to send a self-help article, risking delivery failure.
  • Suggested node swapping without step-by-step guidance or prerequisite checks (e.g., firmware sync, placement), which could worsen the issue without validation.
  • Did not verify WAN connection or suggest a modem speed test, despite the KB's emphasis on isolating the source of the problem (Step 2 of velop_wifi_connectivity.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue — customer ended call with parent node still solid red and connectivity problems unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting steps performed — skipped power cycle verification, modem direct test, admin UI check, or firmware/WAN inspection.
R3 Not Met Correct resolution path conf 97%
Agent immediately pivoted to paid support after identifying out-of-warranty status without attempting required best-effort troubleshooting (e.g., reboot, LED diagnosis, setup verification).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only one diagnostic question (LED color) but failed to follow logical sequence — no root cause analysis, no isolation of ISP vs. device issue.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — did not direct customer to http://192.168.1.1, run speedtest.net, test modem directly, or check logs; relied solely on verbal description.
T3 Not Met No misinformation conf 99%
Agent opened with 'Lennox support', referenced non-existent 'links on.com', and incorrectly stated warranty expiration without verifying purchase date or regional policy.
Communication
C1 Not Met Clear & professional language conf 94%
Placed customer on hold without clear timeframe or agenda; no call control established — interaction was reactive and disorganized.
C2 Not Met Confirmed understanding conf 95%
Used confusing terminology and inaccurate brand references; failed to adapt explanation to customer’s level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by offering paid service instead of performing troubleshooting; transferred responsibility to customer prematurely.
O2 Partially Met Proactive follow-through conf 89%
Promised to email an article 'five to ... minutes after this call' — vague timeline and no confirmation mechanism provided.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue could have been triaged with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Minimized customer frustration with 'I hate to say this' and offered no empathy; dismissed repeated outages as expected due to ISP.
X2 Not Met Tone & rapport conf 94%
Maintained scripted tone despite customer’s expressed urgency; failed to adjust pace or simplify communication.
X3 Not Met Overall experience conf 95%
Forced customer to repeat serial number; increased effort by requiring self-service follow-up instead of resolving during call.
Call Transcript12 turns · 16 lines
Speaker 1
It's my first time.
00:00
Speaker 2
welcome to Lennox 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 dot Lennox support.com please have your device serial number ready for assistance press one now for out of warranty products please have your device serial number and contact information ready if unnuhable kindly call back later for out of warranty product paid support option may be available depending on the issue Thank you for calling Lennox Support My name is Paul Obanza 811039 is this your first time calling or do you have a ticket number? I see Before we get started it looks like your record can I have your first names?
00:00
Speaker 1
Mesia, Filipina. Yes. Yes. It's my first and last team while Gmail. That model number or serial number. Uh, it is M as in Mary, X 2000.
01:00
Speaker 2
last name ma'am m-a-i-r-a OK. and uh... just to verify the first name one more time it's m-a-i-r-a thank you for this information my uh... my room and uh... can i have your email address and uh... for me to know what model number of the lynxis device we are working on can I have it model number [silence]
01:00
Speaker 1
wants. Oh, you know what? I think I might have two. I forgot I might have another one downstairs. Yeah, it's 5-0, D as in David. 1-0, M as in Mary, 2-5, C as in cat, 6, 8-1-4-7.
02:00
Speaker 2
know how many nodes do you have, um, Maya? How many, uh, are these? One, two, or three? One, I see. And can I have the serial number of that particular node, ma'am? It's underneath it, or you probably have it. I see, uh, can I have, uh, uh, one serial number for now? That's 50-D-10-M-2-5-C-68147. And, uh...
02:00
Speaker 1
It's Spectrum. Yeah. I've been having issues with, um, connectivity. Like, I lose connectivity almost daily, and I, I have no idea why. I have to constantly turn my equipment off and turn it back on, and I don't know why. Yes. Yes. Just to the parent one. No, it's red. And no, I haven't.
03:00
Speaker 2
Okay. when you're doing the power cycle is it to the parent node or to the the child node Maya? Okay. When the uh connectivity happens, did you notice the parent node is blinking red uh or blinking blue or it's always solid blue and you're having some connectivity issue? It's red. Okay. Now, since you have two nodes at Maya, have you tried swapping this parent node to a child node and the other child node becomes a parent node. Have you tried that? I see. Now, um, uh, yeah, uh, the probable cause for this Maya, I hate to say this, okay, but uh Spectrum modem is, um, uh, one of the, um, probable causes. And.
04:00
Speaker 1
Well, no, they, they told me that it was the router, the, that it was your guys' router. I, I called spectrum first and they said we did a diagnostics and everything checked out. Um, and they, they referred me to you. So I'm not going to play this. Oh, it's them, it's no, like I, I just want that fixed. Um, the parent, uh, no, it's red. Yeah.
05:00
Speaker 2
[KEEP_UNCERTAIN] secondly is the the per second note OK are yes I okay now um yeah currently disappeared no okay uh is solid blue as we speak really red Okay it's red right now all right now um yeah uh for this one Meyer okay I know you called spectrum prior to calling us okay um let me just check the into the state on the the device, uh, can I place you on hold, like maybe three or uh, five minutes, Ma'am? I'll breath back listening to W W. Thank you, Ma'am. going back to that okay out since you've never done a swapping before okay and you already called spectrum and they have confirmed that the modem is working fine now since the parent node is um blinking red right now or solid red so that means it's disconnected so if you're having some connectivity issue we may be proceeding to swap the parent node okay uh and um it will be a part of the observation and the current parent node that you have will be a child node now um yeah before we do any of that mirror I'd just like to um inform you that this MX 2000 that you have um used to have uh a three years complimentary assistance and warranty okay and uh they're actually both um expired right now and once we uh if ever we proceed to what we used to support this but since this is out of warranty We normally don't support this. However, um, there's an option, it's a one-time fee lasting for one hour. It is not refundable if the issue is not fixed. Um, this is only for $[REDACTED_PAYMENT_DIGITS] Now, the second option is um, an article which we will send you via email. There's no payment for this and you can follow the step-by-step instruction and also there's an AI agent um, on the link that I will um, send you which which also gonna help you. Okay. Uh, which one would you prefer Myra? Uh, the free one. And let me just verify the email address one more time. I believe this is your first name and last name at gmail.com. Okay, now uh, give me five to [REDACTED_PAYMENT_DIGITS] minutes right after this call, I'll be sending that article. And uh, Myra,
05:00
Speaker 1
No, that was pretty much it. Thank you.
10:00
Speaker 2
right, Will there be anything else? alright, And to know more about the links these product, you can visit links on.com for flexibility forward. And you have a wonderful day. Take care now. Bye.
10:00