V2 Rubric Detail — 93b645ce-6be8-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 14:10
Duration
6m 31s
Contact
Jasse Godare
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134036
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration_WHW03
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately deferring to paid support without attempting required best-effort troubleshooting for an out-of-warranty device, violating OOW support policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.14/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to provide any technical troubleshooting, gave incorrect information, and avoided ownership by redirecting to paid support and a website. Despite referencing prior notes, no resolution path was established, and the customer was left with increased effort and no solution. The interaction constitutes avoidance of duty under OOW support expectations, warranting an auto-zero for evasion.

V1 Case Analysis

Customer (Jesse Godare) called to configure two WHW03 extenders. Agent confirmed out-of-warranty status, offered $15 paid support, but provided incorrect LED guidance and a garbled support URL. No valid setup steps were given.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided **technically incorrect LED guidance** for WHW03 (contradicts KB: solid blue = ready, not pink/purple).
  • Agent gave a **garbled, unusable support URL** ('j. g. v. n. p. g. h. c. m.') instead of support.linksys.com.
  • No valid setup steps were provided despite the customer’s clear need for configuration help.
  • Agent did not reference the KB’s pairing methods (5-press or web UI) for WHW03 nodes.
Positive Highlights
  • Confirmed the model number (WHW03) and warranty status (out of warranty).
  • Offered a clear paid-support option for out-of-warranty devices.
Agent Errors / Gaps
  • Incorrect LED behavior description for WHW03 (pink/purple/magenta vs. solid blue per KB).
  • Provided a garbled, unusable support URL instead of the correct support.linksys.com.
  • Failed to offer any valid setup guidance (e.g., factory reset, 5-press pairing, or web UI access).
  • Did not reference the KB’s mesh node management steps for WHW03 compatibility and pairing.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution was achieved; the agent offered paid support and redirected to a website without resolving the extender setup issue.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were performed — no power cycle, LED check, or pairing attempt was guided.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status and immediately offered paid support without attempting best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked only for name and model; no diagnostic questions about symptoms, LED state, or prior actions were pursued.
T2 Not Met Appropriate tools / resources used conf 85%
No tools (e.g., admin UI, logs, remote session) were used or referenced despite the need for configuration guidance.
T3 Not Met No misinformation conf 95%
Agent provided an incorrect URL ('support lynxys dot com') and gave no accurate technical steps for WHW03 setup.
Communication
C1 Not Met Clear & professional language conf 90%
Agent used excessive filler words ('um um'), failed to set clear expectations, and lost control of the call flow.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear language, mispronounced URLs, and did not confirm customer understanding or adapt to their level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — shifted to paid support and website without attempting to resolve the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned visiting support.linksys.com but provided no timeline, follow-up, or specific action plan.
O3 Met Closure confirmation conf 95%
Agent referenced prior notes: 'it was already documented here in the previous representative'.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this 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 90%
Agent showed no empathy for missing email or frustration; no acknowledgment of customer effort or inconvenience.
X2 Not Met Tone & rapport conf 90%
Agent maintained a disjointed, unstructured pace and did not adapt to customer’s tone or engagement level.
X3 Not Met Overall experience conf 90%
Customer repeated model/serial details and was sent to a website without agent-side assistance, increasing effort.
Call Transcript14 turns · 14 lines
Speaker 1
[silence]. I'll contact one. Yes, hello. I have a couple extenders that I want to get set up and they're both the same model number.
00:00
Speaker 2
Welcome to linkSys support. To ensure quality. If you're encountering issues with your linkSys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/r/linkSys. Hi, thank you for calling linkSys technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
And they're older.
01:00
Speaker 2
um um go ahead um um um okay um um um okay um um um oh oh I see sir thank you so much sir for providing me information about what you have done so far with notes um um um okay um um sir let me just clarify uh for the device that you have it was working fine before right it's not a first time to use it and okay okay got it sir
01:00
Speaker 1
Okay, it's Jesse Godare, J-E-S-S-E-G-O-D-A-R-E. Okay. Yeah, the the model is, I have two of these. It's W-H-W-W 03 v. And I have serial numbers, if you need, those. Yeah. Yeah. Yes, I want to get them on this spectrum system.
02:00
Speaker 2
Confirm to me your first name and last name, so I can take a look if you do have a record in the system. Got it. Um, what's the model number of your device? 'Cause I was able to pull up a record. Here, you do have a device, HWW03. Is that correct? Okay, got it. It's okay, I was able to pull up a record in the system, uh, it was already uh documented here in the, uh, previous, from the previous representative. So, what we're going to do right now, sir, is to reconfigure your Linksys devices. Is that correct?
02:00
Speaker 1
uh A router. Yeah, whatever I need to do to get these working. I I have Ethernet cables on the my house that in the west side of my house and I got this plugged into a short one. So I can I'm down here by the router right now and I've got one plugged in to the router and I've got it plugged into the electrical. The other one I got plugged into the electric tool, but I don't have it plugged into the router. [silence] All right.
03:00
Speaker 2
All right, so, so we're gonna reconfigure, that's the whole system, sir. Is that correct? Okay. Okay. Okay. Okay, I see, got it, sir. Sir, by the way, if by chance that your device you have pressed the reset button, if by chance you pressed the reset button, usually the device should turn into purple, pink, or magenta, meaning to say it's in a set-up mode. However, as you've mentioned, I
03:00
Speaker 1
is that the center? Yeah. Okay. Well, I, I spoke with someone earlier about that and she was supposed to send me an email and that's why I'm calling back because I never got an email.
04:00
Speaker 2
You did not press the reset button of the device and now it turns pink. It wants might be it it it's red showing or it's disconnected to the network. But just to set proper expectations. Oh okay, it's magenta. So it's in a setup mode. Now, all you need to do is reconfigure the device. However, just to set proper expectation here, your device is already been out of warranty. For out of warranty devices, we no longer provide technical assistance for free. But if you insist, we can still provide you one-time phone support, lasting only for 60 minutes, that would be a fee for that. And that's $15. Now, if. Oh, I see. I was able to check here in the system that an email was sent to you, but let me double check your email address. Uh to just uh re equal know the balance. [silence]
04:00
Speaker 1
Okay. Yes. Yes. D-A-R-E. I did not. I've been checking and waiting and I've not gotten it yet. She mentioned something about a chat bot or something. Is that possible to talk for them or. Okay. Support go. Lexus dot com. Maybe I'll try that right away.
05:00
Speaker 2
Yes, our. j. j. j. j. j. g. j. g. g. D. g. v. g. v. e. n. v. y. v. n. v. p. g. h. c. m. Is. There. Is. Yes. Yes, sir. So. The. The. Previous. Technical. Support. Was able. To send you. An email. But we did not. Receive it. No. You. You can only. Chat with them, sir. So only. All you need to do. Is. You can. Visit. Support. Lynxys. Dot com. And then you can. You will have an option there to talk with. Articles. Correct.
05:00
Speaker 1
Okay. Thank you. You too. Bye bye
06:00
Speaker 2
All right. So yeah. You're welcome. You have a nice Friday. Bye bye for now. All right. See you can now uh see you can now release the hands.
06:00