V2 Rubric Detail — 879b7102-636d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:09
Duration
8m 13s
Contact
Danay Blanco
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132647
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected
⚠ Auto-Zero applied: Agent avoided providing free technical assistance by citing out-of-warranty status and offering paid support instead, despite the OOW best-effort standard requiring troubleshooting. This constitutes Avoidance/Evasion (B), a critical compliance failure.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the child node connectivity issue and improperly declined further assistance due to out-of-warranty status, violating the best-effort support standard. While a next step was provided via promised email, the agent abandoned ownership, showed no empathy, and omitted key diagnostics, resulting in an ownership gap with a critical failure in customer support policy adherence.

V1 Case Analysis

Child extender shows solid red LED, no internet. Agent instructed 5-press pairing (incorrect for SPNM extenders), claimed out-of-warranty, and offered email instructions. No resolution confirmed.

Troubleshooting Steps
  • Asked customer to check if the child node's default Wi-Fi network (Belove Setup C) appears in the Wi-Fi list.
  • Advised placing the child node within 2-3 ft of the parent node.
  • Instructed 5-press reset on the parent node (incorrect method for SPNM extenders).
Key Observations
  • Agent did not confirm the product model, leading to incorrect pairing instructions. SPNM range extenders use the Pair button, not 5-press reset.
  • Agent misstated LED behavior: claimed the child node would turn solid blue, but SPNM extenders use white/blue LEDs, and solid red indicates failure/unpaired state.
  • Agent assumed out-of-warranty status without verification, leading to premature paid-support offer.
  • No verification of successful pairing or LED change was performed before ending the call.
  • Customer expressed confusion at [06:00], but agent continued with paid-support pitch instead of clarifying the correct procedure.
Positive Highlights
  • Agent asked the customer to verify the child node's default Wi-Fi network, confirming the device was powered on and broadcasting.
  • Agent correctly advised placing the child node close to the parent (2-3 ft) to improve signal during pairing attempt.
  • Agent offered to email detailed instructions, providing a self-help path after the call.
Agent Errors / Gaps
  • Did not collect or confirm product model number, leading to incorrect pairing method guidance.
  • Provided technically inaccurate pairing procedure: 5-press reset is not supported for SPNM range extenders; correct method is Pair button.
  • Misrepresented LED behavior: claimed child node would turn solid blue, but SPNM nodes use white/blue LEDs, and solid red indicates failure.
  • Assumed out-of-warranty status without verification or lookup, leading to premature paid-support offer.
  • Offered paid support before completing basic troubleshooting or confirming the issue could not be resolved via self-help.
  • Failed to verify success of suggested steps; no confirmation of LED change or internet connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered to send email instructions and suggested paid service without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked for serial number, ISP, and checked if the extender's setup network appeared, and provided the 5-press method, but skipped essential steps like power-cycling the system, verifying parent node status, or testing modem connectivity.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated that free support cannot be provided due to out-of-warranty status and refused further assistance, violating the OOW best-effort standard which requires troubleshooting even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (child node showing red) and asked basic questions, but did not conduct a full diagnostic sequence (e.g., no verification of parent node health, no modem test, no access to router dashboard).
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any diagnostic tools (e.g., web interface at myrouter.local, app, or speed test) despite the issue being resolvable through standard troubleshooting steps documented in KB; relied solely on verbal instructions without verification.
T3 Partially Met No misinformation conf 92%
Agent correctly mentioned the 5-press method, but inaccurately described the LED state as 'solid red or hot pink'—per KB, a red light indicates an error and the node should be reset first to reach solid purple/blue; also misstated support policy regarding OOW devices.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent introduced herself and asked initial questions, but failed to set clear expectations, had unexplained silences, and did not maintain control when the customer expressed confusion or frustration.
C2 Partially Met Confirmed understanding conf 88%
Agent used understandable language but did not confirm customer comprehension, used unclear phrasing ('reset button five time'), and did not adapt to customer’s confusion about instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined to continue troubleshooting due to warranty status, effectively abandoning the case instead of providing best-effort support as required for OOW devices.
O2 Met Proactive follow-through conf 95%
Agent clearly committed to sending email instructions immediately after the call, specifying what would be included and setting a clear next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, failed to acknowledge the customer’s work-related urgency or frustration, and maintained a transactional tone throughout.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace despite customer confusion; used a flat, procedural delivery without checking engagement or understanding.
X3 Not Met Overall experience conf 93%
Customer was asked to physically reposition hardware and repeat steps without agent using tools or existing data to reduce effort; no attempt to streamline troubleshooting.
Call Transcript18 turns · 18 lines
Speaker 1
Good afternoon. My name is Danai. I have Linksys extender. I have the main one that's connected to my modem and I have the child node
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 one 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 products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy. How can I help you today? [silence]
00:00
Speaker 1
, which is here in my room. And the one that's here in my room, though the one that's connected straight to the modem with the ethernet cable is connected and working just fine. However, the one that I have in my room which is where I have my work office is showing up in red and I've tried resetting it, powering it off and it's not connecting to the internet. Yes, the serial number, let me see. It is two-0-J two-0-M, three-nine-A six-one-nine, eight-five, AT&T.
01:00
Speaker 2
Okay, I see. Can you give me the serial number of that Linksys device please? Who is your internet service provider?
01:00
Speaker 1
Yes, that's correct. Yes, ma'am. For 30 seconds. Uh, yeah, I just got off the phone with AT&T. Um, I was actually able to connect to I upgraded my plan and, uh, they were able to upgrade my plan to my existing modem. And then they also assisted me in trying to get my parents' uh, node, Lindsey, to to pair with, um,
02:00
Speaker 2
So you're miss denay Blanco. And your email is Blanco.deny@Gmail.com right. Yes. Right. So when you reset the child node, how long did you press the reset button for how long? Okay. Can you try to check your Wi-Fi settings and check the available network? If we can see Belove setup. [silence] [silence]
02:00
Speaker 1
[KEEP_UNCERTAIN] so that one over there. That's that's with the modem is fine, but this one in my room is is in red. Let's see. So I have my and T. I have my and T. I have. Is it the develop. Develop setup. Yeah, I think it might be. I have the which is the parent node. So that one shows up here, too. Now this one is develop setup C
03:00
Speaker 2
Can you try to check your Wi-Fi settings if the default network name of that child node will show up on your Wi-Fi list as available network? [silence] Okay, try to check at the bottom of that child node if that is the network name.
03:00
Speaker 1
[silence]
04:00
Speaker 2
So, is it showing up on your Wi-Fi list as available network the child node? OK, that's good. So, that means it's ready for a set up. So, you have to plug that in right next to the main node or at least two to three feet apart from it. And then wait for it to go back to solid red or hot pink, and then you press the reset button of your main node five time to add it. Yeah, you need two, yes ma'am like at least two to three feet apart from it. But, um, [silence]
04:00
Speaker 1
let me do that. okay. i'm connected. three feet. okay. okay so i disconnected it next to the parent node. okay.
05:00
Speaker 2
and you just have to wait for it to boot up, if the child node will turn solid red or hot pink, you press the reset button of the main node five times to add it, one press every second. Then, your child node will react to
05:00
Speaker 1
I'm sorry, I did not understand that. What was that? Okay, I mean, I guess you can send me the instructions for free to my email and then it's up to
06:00
Speaker 2
that'll start to blink then you just have to wait for it to go solid blue and by the way Ma'am as per checking here on my end since these nodes are no longer under warranty I can no longer walk you through with the entire process but I can send you an email instructions for free or you can also avail our paid service that's $15 for an hour [silence] Since these nodes are no longer under warranty we can no longer provide free technical assistance. So um we can send you an email instructions for free for the troubleshooting process or you can also avail our paid service that's $15 per an hour.
06:00
Speaker 1
And I have to pay I just I'll just have to pay because I need the internet for work. Okay. So right now, it turned red. So I go to the parent node and I press the reset button five times. Okay. Five times. Okay. Alrighty. [silence]
07:00
Speaker 2
Okay, sure. I'll just send you the email instructions right away after this call. So you can try the five press method that I told you earlier to add the child node. But, if not, you can follow the other methods on the email. Yes, ma'am. Okay and then, if the child node will start to flash, that means it's trying to connect and you just have to wait 3 to 5 minutes for it to go solid blue before you can relocate it.
07:00
Speaker 1
Okay. Okay. Thank you very much for your help. I appreciate it. You too. Bye-bye.
08:00
Speaker 2
all right. You're welcome, and thank you for calling Linksys have a good one. Bye.
08:00