V2 Rubric Detail — 98b0f2ca-75a4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 23:28
Duration
5m 48s
Contact
Kim Walton
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135574
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (-27.7)

V2 Grader Summary

The agent collected basic device information but performed no troubleshooting, failed to diagnose or resolve the node connectivity problem, and only offered self-service or a paid option. Despite accurate model identification and URL provision, the lack of technical engagement, empathy, and customer effort reduction resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to reconnect WHW03 mesh nodes after ISP replaced router. Agent confirmed device out of warranty, provided support.linksys.com and paid support option. No troubleshooting performed.

Troubleshooting Steps
  • Collected device model (WHW03) and customer contact info
  • Verified out-of-warranty status
  • Offered self-service KB link and paid support option
Key Observations
  • Agent did not attempt any technical troubleshooting (e.g., power-cycle, node pairing, firmware check).
  • Serial number was not captured correctly; agent misheard the spoken characters.
  • Agent provided the correct support URL (support.linksys.com).
  • Agent offered a paid-support option despite the issue being potentially resolvable with self-help.
  • No verification of access method or credentials (e.g., whether customer can access web UI or knows admin password).
Positive Highlights
  • Collected essential customer information (name, email, provider).
  • Identified out-of-warranty status and communicated it clearly.
  • Provided the correct self-service support URL.
Agent Errors / Gaps
  • No troubleshooting steps were performed for the node connectivity problem.
  • Model number was not confirmed clearly before proceeding.
  • Serial number was recorded incorrectly, providing no useful identifier.
  • Failed to confirm whether the customer had access to the router's web interface or knew the admin password, which is critical for self-help success.
  • Did not guide the customer through basic post-router-swap steps such as power cycling or checking physical connections.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the node connectivity issue; only offered self-service or paid support without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps performed (no power-cycle, WAN check, node reset, or diagnostic questions).
R3 Not Met Correct resolution path conf 94%
Device confirmed out of warranty, but agent provided no best-effort troubleshooting before directing to self-service or paid options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent repeated symptom but asked no diagnostic questions (e.g., power status, WAN link, node LEDs) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools used (remote session, admin UI, logs) despite issue requiring node status check; agent could have guided customer to check via web interface.
T3 Met No misinformation conf 96%
Correctly identified model WHW03 and provided accurate URL (support.linksys.com); no technical inaccuracies in information given.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent guided call to collect info but did not set expectations for troubleshooting steps or resolution timeline.
C2 Partially Met Confirmed understanding conf 86%
Used polite language but relied on generic prompts; did not tailor explanations to customer’s technical level or confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on call and offered options but did not take ownership of fixing the problem before suggesting self-service.
O2 Met Proactive follow-through conf 91%
Gave clear next steps: visit support.linksys.com or purchase paid Connect service; no timeline needed for self-service.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue was within L1 scope despite OOW status.
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 91%
No acknowledgment of customer’s frustration or reliance on work computer; interaction remained transactional and impersonal.
X2 Not Met Tone & rapport conf 89%
Agent used flat, procedural tone without adjusting to customer’s pauses or confusion; failed to confirm understanding.
X3 Not Met Overall experience conf 90%
Customer had to repeat email and ISP details; forced to seek external help instead of receiving guided support, increasing effort.
Call Transcript10 turns · 11 lines
Speaker 1
Hi, I unplugged my system because, uh, it was starting to run hot and it was shutting off automatically, and uh, it kept getting really loud. So I just wanted to take it apart and make sure it wasn't any sort of wiring thing that was causing the computer to shut off and causing the processor to get hot. Uh, yeah, just to make sure everything was okay, because this is my work computer, and I sorta need this for work. Um, yeah, okay, so why don't we, uh, give me a second to let it boot up. I put it into the USB port. Um, this actually has in it, it's got two HDMI ports, which I guess really does us no good, um, but I guess it doesn't even matter. So, uh, you don't need to do anything anymore. I just need to put this back together.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be recorded. 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 depending on your issue. To hear more about your service options, [press] two. 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 Linksys. This is [Dede] how can I help you?
00:00
Speaker 1
I was sent a new router by my internet provider, and I couldn't get that to work, so I was just trying to put my old router back on, but now I can't get it to connect to the nodes.
01:00
Speaker 2
Yes ma'am. Oh I see. Okay so you're putting the Linksys back in and right now it's not working. Can I have the model number and the serial number of your Linksys device ma'am? Just try to look underneath it. All right, let me verify that ma'am. That's two zero J for John, one zero M like Mary, two one A for Apple, zero one over nine over one.
01:00
Speaker 1
[silence]
02:00
Speaker 2
79. Okay. And uh, how long have you been using this device ma'am? Alright, let me create a record. Can I have your name? Kim. I'm sorry, is it Kim? And your last name ma'am, is it Walton? And your email address? [silence] Who is your internet provider?
02:00
Speaker 1
It's-be-used. Three. Correct like the main one that's plugged into the back of my router. It's-it's red. Okay. I do but it won't be on the internet right now.
03:00
Speaker 2
OK. Again, your email is K for kites Walton, W-A-L-T-O-N the number four at Verizon.net. OK. So how many nodes you have in total, ma'am? Three nodes. OK. And all of the three are not working? OK. OK. Oh, I see, OK. Yes. So if that's the case, ma'am, there's a need for us to reconfigure all the nodes, OK? Mm, including the parent node, especially the parent node. Now, do you have any computer available? It's all right. Uh. We'll be using your computer to configure this uh. Linksys device. And mem. Upon tracking here in our system. Your device WH W [REDACTED_PAYMENT_DIGITS] is already out of R&T. All right? And that just means it's no longer covered for free technical support. However, we can give you two options for this, Ms. Kim. Uh first option is our online site. It's for free. Okay? That would be support.linksys.com. You will find articles uh related to your issue. Um especially right now, you're reconfiguring this device. So you just need to search for the model number, which is WHW03 and then you can also take advantage of the AI tool at the bottom right. Okay? That's the first option. Our second option is the paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for three days.
03:00
Speaker 1
I think I'll start there because I don't even have my new router on there. So I'm going to reconfigure it. I probably want to reconfigure it to that. I'm not sure why it wouldn't just connect as it had been, but okay, I'll call back if I need you guys. Okay, thank you. Okay. Bye-bye. Thank you.
05:00
Speaker 2
60 minutes or an hour of troubleshooting map, and this Travis by the way is non-refundable. So if you want, this Kim, you may, you can try our website. Um, right now, I understand. Okay, all right, not a problem. So the website again, ma'am is support.linksys.com, okay? All right then, so thank you again for your time. This is Ebi from Linksys. Thank you for calling. Have a great night. Take care. Bye-bye.
05:00