V2 Rubric Detail — 98313cc8-6466-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:52
Duration
9m 45s
Contact
Darla Ashton
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132874
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Child node lost connection to network

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall33.3% (-22.7)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, provided technically inaccurate information about LED states, and increased customer effort through repetition. While ownership was demonstrated and follow-up promised, the lack of diagnostic process, tool use, and accuracy resulted in no progress toward resolution.

V1 Case Analysis

Customer reports solid red/pinkish light on WHW01 child node; node not reconnecting. Agent confirmed device is out of warranty, offered $15 paid support (declined), and agreed to email setup video. No troubleshooting steps performed.

Troubleshooting Steps
  • Collected serial number, model number, name, and email.
  • Confirmed device is out of warranty.
  • Offered paid-support service.
  • Agreed to email a video guide with setup instructions.
Key Observations
  • Agent misinterpreted LED state: claimed pinkish color indicates 'not set up' (05:00–06:00), but WHW01 KB defines only solid red (fault), solid blue (connected), or blinking white (booting). Pink is not a valid state—likely customer misperception or lighting artifact.
  • No troubleshooting flow followed: skipped power cycle, cable check, 5-press reset, or re-pairing steps despite customer stating they were open to self-help (08:00).
  • Premature escalation to paid support: moved to paid option at 06:00 without attempting any diagnostics, violating standard triage protocol.
  • Serial number misheard: agent repeated '25 F four Freddy, 10600, 80, 0 8, 2 0' (02:00), indicating poor listening or transcription error, though correct serial was provided by customer.
  • Email correction handled smoothly: agent corrected email spelling without frustration when customer clarified (09:00), showing adaptability.
Positive Highlights
  • Collected complete customer and device information (model, serial, name, email) despite initial repetition.
  • Clearly communicated out-of-warranty status and support limitations (06:00).
  • Offered a self-help alternative (emailing video) after paid support was declined, providing a concrete next step.
  • Maintained polite and professional tone throughout, even when correcting email details (09:00).
  • Avoided unsafe or misleading advice and did not invent solutions beyond KB scope.
Agent Errors / Gaps
  • Provided incorrect LED interpretation for WHW01 (pinkish light is not a defined state; solid red indicates hardware or pairing failure).
  • Skipped essential troubleshooting steps for a solid-red child node (e.g., power-cycle modem, check WAN cable, 5-press reset, re-pairing).
  • Offered paid support before attempting any standard, safe diagnostics, violating support triage protocol.
  • Repeatedly asked for information already provided (name, model, serial), causing inefficiency and confusion.
  • Failed to confirm whether the customer had already tried 5-press reset or re-pairing, despite opportunity at 04:00–05:00.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The agent did not resolve the issue during the call and only promised to send a video link via email; the node remained non-functional at call end.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped diagnostic steps like checking parent node status, WAN connection, or signal strength; relied solely on LED description without guiding customer through isolation steps.
R3 Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty and offered both paid support and free email instructions, aligning with OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause; did not ask about modem status, parent node LED, or recent changes—only focused on child node LED.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used—agent did not direct customer to access web UI (192.168.1.1), check topology, or run connectivity tests despite needing data.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that a 'pinkish' LED means the node is ready for setup; WHW01 only uses solid blue, solid purple (setup), blinking white, or solid red—no pink/purple-pink state is documented.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control but transitions were vague; failed to set clear expectations for troubleshooting flow after warranty disclosure.
C2 Partially Met Confirmed understanding conf 80%
Agent used incorrect terminology (e.g., 'pinkish' light) and did not confirm understanding of instructions; adapted partially by offering written follow-up.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and committed to sending follow-up instructions directly to the customer.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would email a video link within 5–10 minutes after the call, setting a specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the agent appropriately handled an OOW case with self-help resources.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration, repeated efforts, or express empathy; interaction remained transactional.
X2 Not Met Tone & rapport conf 85%
Agent used a scripted tone, misidentified LED color, and did not adjust communication when customer corrected email address multiple times.
X3 Not Met Overall experience conf 90%
Customer repeated model, serial, and email multiple times; agent failed to use previously gathered information, increasing customer effort.
Call Transcript18 turns · 19 lines
Speaker 1
[silence] Hi, Carla. I've got a problem child node that I cannot get to hook up again. Um it's just a solid red light and I cannot, I've done everything. I've unplugged it and plugged it back in, I've put a new battery in it, but I just can't get it to work at all.
00:00
Speaker 2
Welcome to Lynx his 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, 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. Thank you for calling Link. This is Carly, how may I help you? Okay.
00:00
Speaker 1
250. I know the number I called, yeah, 25F10608900820.
01:00
Speaker 2
Okay Sorry Sorry Sorry. Okay. Okay, one child Note got disconnected from the network. Okay. Ma'am, before we continue, let me just create a record for this. Have you got link this before or this is the first time? Okay. Can you have your phone number? Let me try to pull up your record using your phone number. Okay. I can pull upinnen record, but let me just create a new record for that. Can I have the model number of your Linksys device? And as well as a serial number? [silence]
01:00
Speaker 1
yes. Uh where do I find the model number? Oh, oh, I got it. Yeah. Um it's a W uh, oh sorry, W-H-W-01. Uh canCom internal. CanCom. yeah, it's darla Ashton ashton.
02:00
Speaker 2
Okay. Uhm, Okay. right, let me check if I get the correct serial number. that's two 25 F four Freddy, 10600, 80, 0 8, 2 0. Okay. right, how about the model number, ma'am. Okay. Okay. and who's the internet service provider? [silence] I am sorry. Okay. And can I have also your first name and last name, ma'am, please? Okay. D-A-R-L@And ([silence] and
02:00
Speaker 1
no a
03:00
Speaker 2
First name is Ash gusta. Okay. And how about your email address? R a E at gmail.com. How many nodes do you have ma'am? The total of five.
03:00
Speaker 1
Yes, there's only one. And I've now moved it close to the modem. Yes. Yes. Yeah. Yeah, it's a solid red. Yes. Yes. Yes. Uh. Reset on the node or the router itself? Yes. Yes. I've done that. I've done that. Yes.
04:00
Speaker 2
red light correct okay, okay so next to the main node like the parent node and still the same um the light it's still read okay and you mentioned you already did like power cycle the router right but it's still the same um, have you do the reset on the router or you haven't done that yet? yes, no and then no, the one that's not working, the one that got disconnected? okay, so you did the reset, right? um, okay, um what's the
04:00
Speaker 1
Oh, it's definitely read. Yeah. Well, when I reset it, it changed color. Yeah, when I reset it, it changed color. No, can comm. C-A-N-C-O-M. That's okay. Well, you know what? It might be kind of pink, actually.
05:00
Speaker 2
Color of the light, is it like more on red or is it like more on a winkle pinkish, pinkish, color. It's really red. After you, before you do the reset, is it, does it have the same color right now or it changed a different color after the reset? Alright. Your ISP again ma'am is Cancun. It's C-A-N-C-I-U-N. Okay, sorry. Alright. Okay, so maybe this node ma'am got.
05:00
Speaker 1
Yeah. Yeah. Yeah, not purple, but maybe more pink than red, red. Okay. [silence]
06:00
Speaker 2
So it's kind of pink, like more on a like a pinkish or purplish color. Okay. Okay. Yes, because that's the color when you um after the reset, like it turns to um like more on a pink color. That means the router or the node is not set up. Okay. So, you need to um like reconfigure the settings on the node. Like it needs to be um reconnected to the network. Okay. But before we all do start ma'am for um like any troubleshooting, let me just inform you about the status of your length router. Okay. We chose it here in our record that this router is already out of warranty and complimentary phone support is no longer available. Okay. But you don't need to worry, ma'am. We do have um options for out of warranty lengths is Last option is our paid connect service. This is a one-time nonrefundable technical support. And it will cost you a $15 and the troubleshooting is up to 60 minutes. And after the troubleshooting, if we found out device is defective, there will be no refund or replacement. And there's also no guarantee that we'll be able to solve the issue. But rest assured, we'll guide you step-by-step as well on how to connect this note back.
06:00
Speaker 1
yep. okay. so I'm I'm happy to reconnect it on my own, if you could just tell me how to disconnect it. Okay. reconnection. okay. okay. okay. so can you send me those step by step instructions then?
08:00
Speaker 2
Okay. Based on the light right now on your non working node, it's more on a pinkish node, pinkish color, that means that's disconnected already from the network. It's like the setup is ready for um setup. Like it's like yes, it's ready. Mm-hmm. Uhm okay. I can send you to your email that's Ashton. A-S-T-O-N. DARLA. D-A-R-L-A. R A for apple, E for Edward, Y for yellow at Gmail dot com. Right?
08:00
Speaker 1
No, no, it's not, there's no why. So it's Ashton a A-S-H-T-O-N dot D-A-R-L-A-R-A-E, as in Edward at gmail.com. Okay. Okay, thank you. I know.
09:00
Speaker 2
I just know why. Mhm. Yes. Okay, so let me just edit this. Alright. I'll send you the link for the video ma'am to this um email. Okay? Umm just give me like around 5 to 10 minutes after our call to um wrap up the email and I can send it to you. Alright. You're welcome. So thank you for um calling Lexus ma'am. This is Carla. Have a great day.
09:00