V2 Rubric Detail — 95446dd6-7632-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:25
Duration
8m 54s
Contact
Kolton Griffiths
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00131580
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall19.2% (-36.8)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, violating the OOW standard by incorrectly claiming that out-of-warranty devices do not receive free phone support. Technical accuracy was poor as the agent skipped all KB-mandated diagnostic steps for a 'red' LED/no internet scenario, resulting in an unresolved outcome.

V1 Case Analysis

WHW01 solid red, no internet post-outage; out of warranty; advised ISP check and emailed user guide; paid support offered.

Troubleshooting Steps
  • Asked customer to verify internet connectivity directly at the modem.
  • Suggested a direct laptop-to-modem test.
  • Recommended contacting the ISP for a physical check.
Key Observations
  • Agent declared the unit out of warranty without performing standard troubleshooting first.
  • No basic troubleshooting steps (reboot, reset, firmware check) were attempted before stating warranty status.
  • Agent correctly identified the model and provided a relevant user-guide email.
  • Agent failed to collect or verify the serial number, which is required for warranty validation per protocol.
  • Agent did not follow the Angry Customer Protocol despite customer frustration at [07:00].
Positive Highlights
  • Accurately identified the product model (WHW01).
  • Provided a clear next-step suggestion to verify the ISP connection.
  • Offered to email the user guide for future self-troubleshooting.
Agent Errors / Gaps
  • Did not perform basic troubleshooting steps (reboot, firmware check, factory reset) before stating warranty status. The KB (led_intelligent_mesh_consumer.md) clearly states that a solid red light on WHW01 indicates 'No internet connection' and the first steps should include rebooting the modem and router, checking WAN cable, and verifying firmware auto-update status.
  • Did not collect the device serial number, which is required for warranty verification per protocol.
  • Moved quickly to a paid-support offer without confirming the customer's willingness or eligibility, and without offering any immediate troubleshooting or escalation path for an out-of-warranty but still functional device.
  • Failed to follow the Angry Customer Protocol (universal_escalation_guide.md) when the customer expressed frustration at [07:00] ('So you're saying my device is out of warranty, and if I need to call you, it's going to cost money. Is that what you're saying?'). The protocol requires immediate acknowledgment and escalation offer, not continuation of the paid-support pitch.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome (no troubleshooting, no escalation, no RMA); only offered paid support and an email guide.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic diagnostics (reboot sequence, LED check, firmware, local login) and jumped to ISP blame without verifying modem-to-router connection or WAN status.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated OOW devices receive no free phone support, violating the OOW standard which requires best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply a logical diagnostic process. Per universal_isp_modem_diagnostics.md, the agent should have verified the modem's status and then checked the router's WAN connection via the local web interface (http://192.168.1.1). Instead, the agent jumped to ISP blame immediately after a vague laptop test.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use essential tools required for the scenario. Per universal_isp_modem_diagnostics.md and led_intelligent_mesh_consumer.md, the agent should have guided the customer to the local web interface to verify WAN status and interpreted the 'red' LED. No such tools or KB-driven diagnostics were used.
T3 Not Met No misinformation conf 96%
Agent provided materially incorrect information by stating 'for out of warranty devices we no longer provide a free troubleshooting assistance over the phone.' This is directly contradicted by the QA Grading Rubric v3 (OOW standard), which mandates 'best-effort out-of-warranty troubleshooting' including setup, Wi-Fi, pairing, firmware, and factory reset.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but failed to set expectations early; lost control when customer expressed confusion and ended call abruptly without confirmation.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and repeated key actions (email will be sent), adapting to customer’s non-technical phrasing.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined to troubleshoot due to warranty status, shifted responsibility to ISP, and offered paid service instead of owning the case.
O2 Met Proactive follow-through conf 93%
Agent committed to sending an email with the user guide, specifying what would be delivered and implying next steps for self-help.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction — issue remained at L1 scope.
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 never acknowledged customer’s frustration over repeated outage or effort; no empathy expressed, only transactional responses.
X2 Not Met Tone & rapport conf 95%
Agent used a detached, scripted tone and did not adjust to customer’s growing irritation or clarify confusion about paid support.
X3 Not Met Overall experience conf 96%
Customer was told to call ISP, possibly pay $15, and self-troubleshoot via email — agent avoided doing any work that could have reduced effort.
Call Transcript13 turns · 15 lines
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.Linksy.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. [silence] Sorry. This is Dylan, I'm going to help you today. I see. So, just to make sure I got it right, sir, um, uh, you're, you got a power outage due to a, like, construction and your power line got, disconnected, I mean you got, Uh, I see. Internet line.
00:00
Speaker 1
Yesterday, they repaired it this morning. Uh, I just got off. I confirmed that there is internet going to the modem and leaving the modem, but the like Linksys Hub system that I have, like the router is red no matter the different checking and everything that I've done.
02:00
Speaker 2
Uh-huh. Uh-huh. Let me just make down one, sir. All right, sir, um, I just wanna confirm. Did you tried,
02:00
Speaker 1
Um, I can connect something. Let's see. Yeah, I had um huh, I guess, I haven't verified it, but the technician for spectrum was able to say he's seeing it go out and come in, but yeah, let me let me plug it in. Let's see what we got.
03:00
Speaker 2
connecting a device directly to the modem to see if uh the internet is already working. [silence] Mhm. Because uh well technically the router is dependent on the internet source so if the internet store I mean um if internet force is still down and unable to detect any uh internet then your router would also be um not connected to the uh you know to the internet. Mhm. Uh uh.
03:00
Speaker 1
Yes, sir. I have a what number. Yes sir. Yeah. Yeah. I'm looking under the node. Yeah
04:00
Speaker 2
Okay, um, how about this one? Let me just run some verification with you and create a record of you here in order for me to check further and, uh, provide you, you know, troubleshooting or, um, what I can do to help you with your concerns. Okay, um, I was able to pull up a record here under Mr. Colton Griffith. All right. So, you've got a Mesh router with, um, a model number WHW01. Uh, WHW01. Uh, the the serial, I mean, the model number.
04:00
Speaker 1
W H W 01
05:00
Speaker 2
I see. All right, so just to let you know, sir, that this specific model is actually already part of our end of life devices, which means that we no longer manufacture this one and update its firmware. Also, um, based here on our system, the device that you have is already out of warranty. And, um, unfortunately for out of warranty devices we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service for a one time fee of $15, which you might want to consider. But if you don't want, I can actually send you an email for the troubleshooting steps that you can perform. Well, um, there's a chance that, um, your your router, um, got rebooted and went back to its Default settings for, you know, when you have the sudden internet outage, what should do cause your router to, you know, remain unable to pick up the internet. So, technically, you might need to perform a reconfiguration on your router, but, b before that, because, you know, doing reconfiguration is doing a reset. So, it will be, you know, um, L like, it will be resetted back to its, default settings. So, all your configuration will be erased. So, for now, to isolate your concern, you if you can connect a device directly to the modem to check if you have internet connection?
05:00
Speaker 1
Okay, I'm connecting. I'm connecting a laptop. Yeah, I connected a laptop, and. It's not saying anything. Okay. Let's see. I just got off the phone with them. Hmm-okay. Okay. Well, alright. So you're saying my device is out of warranty, and if I need to call you, it's going to cost money. Is that what you're saying?
07:00
Speaker 2
would be good mm-hmm. before you know, you perform a reconfiguration?それなー. yeah. okay. if that's the case, sir, the problem is still on your internet service provider. so you might need to call them mm-hmm. cuz you need to really do a physical check-in mm-hmm. um.
07:00
Speaker 1
Okay. Okay. Well, I will play around with this on this side and uh I guess call back if needed. Okay, sounds good. Thank you. Okay, sounds good. Okay. Bye.
08:00
Speaker 2
technically, Sir, yes. yes, Sir. For the meantime, I'll be sending you an email for the user guide of this specific model so that you'll be able to like have a reference in case you need to reconfigure your, or troubleshoot it. Alright. You're very much welcome, Sir. And thank you for calling Linksys. So just don't hesitate to give us a call back in case you need further assistance. Alright. Thank you so much again.
08:00