V2 Rubric Detail — 9ab95c8a-7188-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 17:58
Duration
31m 34s
Contact
Chris Jacobs
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall29.8% (-22.2)

V2 Grader Summary

The agent acknowledged the out-of-warranty status and escalated when challenged, but failed to resolve the core Wi-Fi issue. Troubleshooting was incomplete, tools were not used, and technical inaccuracies were provided. Despite partial ownership and appropriate escalation, the lack of resolution and high customer effort resulted in an ownership gap.

V1 Case Analysis

Customer (Chris Jacobs) reports spotty Wi-Fi and yellow LED on WHW03V2 node. Warranty expired; offered paid support or email self-help. Customer requested supervisor escalation.

Troubleshooting Steps
  • Checked node LED status (yellow)
  • Advised moving the node closer to the parent
  • Offered paid support or email with generic troubleshooting
Key Observations
  • Agent correctly explained 2.4 GHz vs 5 GHz band characteristics and node LED meanings per KB guidance.
  • Failed to follow standard Wi-Fi coverage troubleshooting flow (no modem test, no wired vs wireless comparison, no systematic node placement verification).
  • Did not validate whether moving the node resolved the yellow LED issue or improved connectivity.
  • Repeatedly gave generic band explanations without addressing the customer's specific question about priority settings (transcript [13:00]).
  • Communication lacked empathy and clarity, contributing to customer frustration and escalation request.
Positive Highlights
  • Accurately interpreted the yellow LED as indicating weak connection between nodes, consistent with velop_wifi_connectivity.md (LED: solid yellow = error/no internet or hardware fault).
  • Correctly explained that 5 GHz provides higher speed but shorter range, while 2.4 GHz provides better coverage, aligning with adjacent_common_wifi_questions.md.
  • Collected serial number and model information accurately.
  • Identified warranty status and communicated it clearly.
  • Offered a free email with troubleshooting steps as a self-help option for an out-of-warranty customer.
Agent Errors / Gaps
  • Failed to perform basic diagnostic steps (modem speed test, wired vs wireless comparison) as required by adjacent_wifi_coverage.md and universal_speed_performance.md.
  • Did not confirm whether moving the node resolved the yellow LED issue or improved connectivity.
  • Did not set a clear next-step or callback before escalating.
  • Offered paid support without first exhausting free self-help options in a structured way.
  • Repeatedly gave generic explanations about 2.4 GHz vs 5 GHz without addressing the customer's specific question about priority settings (transcript [13:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the spotty Wi-Fi issue; only offered paid support or a generic email without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent asked about signal bars, distance, and LED color, and suggested repositioning, but skipped critical steps like modem speed test or wired performance check.
R3 Partially Met Correct resolution path conf 84%
Agent correctly identified OOW status and offered paid support, but failed to deliver full best-effort troubleshooting (e.g., factory reset, firmware check, node pairing) before pushing payment.
Technical Accuracy
T1 Partially Met Technically accurate info conf 78%
Agent identified spotty connectivity and asked about device count, signal bars, and LED state, but did not isolate ISP vs router issue or test wired speeds.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent did not guide customer to log in to router (http://192.168.1.1), check WAN status, or run a modem-direct speed test, despite clear need.
T3 Not Met No misinformation conf 92%
Agent claimed '5 gigahertz offers 5 gigabit bands' — false (speed ≠ frequency); also incorrectly stated yellow LED means 'far from node' without checking sync status per KB.
Communication
C1 Not Met Clear & professional language conf 86%
Frequent filler words ('uh', 'mm'), long silences, no agenda setting, and poor transitions — call lacked structure and control.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms without checking understanding, repeated vague advice, and failed to adapt to customer's frustration or clarify confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 76%
Agent stayed on call, attempted to assist within policy, and escalated when requested, but did not fully own resolution by avoiding full troubleshooting.
O2 Not Met Proactive follow-through conf 88%
No specific next steps given — only vague promises of an email or supervisor transfer without timeline or ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 82%
Customer explicitly requested a supervisor due to unresolved issue and frustration; agent appropriately initiated escalation.
E2 Met Escalation prep & handoff conf 80%
Agent placed customer on hold, informed them of the transfer, and successfully connected them to a supervisor.
Customer Experience
X1 Partially Met Customer effort minimised conf 74%
Agent offered scripted apologies ('I do apologize sir') but failed to acknowledge customer's investment or frustration sincerely.
X2 Not Met Tone & rapport conf 86%
Agent maintained a slow, repetitive pace despite customer impatience; did not adjust tone or check comprehension after complex explanations.
X3 Not Met Overall experience conf 90%
Customer repeated serial and model numbers multiple times; agent failed to record or reuse information, increasing customer effort.
Call Transcript36 turns · 40 lines
Speaker 1
I'm having some problems getting a device connected. We're having some spotty Wi-Fi coverage, I guess you would call it.
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 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. Hi thank you for calling Linksys technical support this is Rio. How can I assist you today?
00:00
Speaker 1
Lately, we've been struggling with, but lately we've, our cell phones and tablets and things have been kind of spotty. I went to the website and I upload and download speeds are good, but it's just the connectivity. So I didn't know if I had a setting that was askew or what? I'm seeing three or four bars.
01:00
Speaker 2
Oh, do apologize. Sir, you experienced this kind of network connectivity in your end. Aminoh, by the way, like how many devices are having this kind of issue? [silence] By the way, by means of having a spotty connection, uh were you able to see there in your phones or even in the tablets the Wi-Fi range? Like do you see there full bars, three bars for the signal strengths? Uh were you able to check it? Uh exists. So according to you so according to even in the screen what color color is this? [silence] So the Wi-Fi color which what color is that? [silence] So color like cyan right cyan? Okay.
01:00
Speaker 1
Um 23. Which number do you need? I'm sorry? The serial number? 50 D10 M26 C10781 is my parent node.
02:00
Speaker 2
Three to four bars. However, it's still the same trouble connecting to the Internet or being disconnected. Okay. How far, by the way, is this to your router, if you're, if you have this issue? Like how many feet? Okay, 20 feet, all right, no problem. Do you mind that you can confirm to me, sir, what's the serial number for your Linksys device, so I can take a look? Serial number, yes.
02:00
Speaker 1
um three I had two be little plugins but I guess they reached the end of their life uh let me check actually one of them yeah 5OD 10M 26C 10 983
03:00
Speaker 2
Let me just take a look at here. How many total of Linksys nodes do you have sir? Okay. Do they do they have the same model with your child nodes? Now what I mean, sir, is model number.
03:00
Speaker 1
model number. it'll go to MX 2000. and this one is a, yeah, MX 2000. the one notice that I do have right here, the one note that I do have here, I just noticed that it's green yellow on its on the light on top. I didn't notice it before. yeah, let me see what the model number I think the other model number is the same. It's upstate or something let me get it real quick Okay.
04:00
Speaker 2
Okay. All right. Now, uh, would you just like to confirm since you've mentioned? Go ahead. Uh huh. You have a total of three nodes. Is that correct? [silence]
04:00
Speaker 1
Let me see if I can get this model number on that. It. What's it called? It's a. Developed. It's a developed setup. 96 E is the name of it. Let's see what the number is. 96 E. It's the Antarctica. Oh, yeah. This model number is. 20j2060 89
05:00
Speaker 2
How is it, now, sir? But how about the model number? Uh. Uh, what is, sir? Do you see their?
06:00
Speaker 1
I'm sorry. Yeah, yeah, yeah, yeah, yeah. It's W-H-W-03V-2. Correct. It's blue. And the parent is blue. Um, nah, probably 10 feet. 15 feet, something like that. [silence]
07:00
Speaker 2
Do you see their WHW03? All right, and so meaning to say, sir, you have three nodes, you have MX2000, two of them, and then one WHW03. Is that correct? Now, what's the light indicator showing for this WHW03, sir? Blue, and for the other MX2000 child node, it shows yellow. Okay. How far is the how far is the first child node from the parent node, sir? How many feet? Is this an open space or it's placed in [silence]
07:00
Speaker 1
I'm sure that they have a door separating them, that's about it. [silence] Should I try to reset this one?
08:00
Speaker 2
speaking speaking if if speaking by by by by by by by speaking the node shows yellow me me me means that it's it's far from the the other node that that's supposed to connect its connection. That's why in the in the current location you you you'll be experiencing a a a poor wireless connectivity because it's a yellow showing the the node. However if it turns it turns blue and and that's the that's the time that the the device device has a great connectivity. Now a I was able to to open sir. You you don't need to need to need to need to reset the device, you you just need to to to to move the device closer. So that it it will will will grasp a a good connection. A employee select that double check sir. I was able to pull up a record for you in the system. Am I speaking with Mr. Chris Jacobs? Okay. Sir, I take a look with the serial number that you did provided me earlier. And based on your record, sir, the warranty of your products is already been expired. And just to set proper expectation that we no longer provide free technical assistance for out of warranty devices. However, if you insist you still wanted to ask an assistance, we can still provide you one time phone support lasting only for 60 minutes. But there would be a fee for that and that's $15. If you don't want to pay $15 for the troubleshooting, it's okay. What I can do for you for free is I can only send you an email and how you can try to troubleshoot your Linksys devices so that it will provide you great connectivity.
08:00
Speaker 1
Neither, actually. I mean, I paid a lot of money for these systems, and they're not working. So I don't understand what the problem with support on it is. Well, how do I set up priority for this? How do I set up priority for this thing? 'Cause I got two separate systems. Or I've got a five meg and a two, whenever I go on the website, set that priority for whatever device is how I had it set up before. I got a five meg and a two and a half meg and every time I try to connect it
10:00
Speaker 2
Oh, through email. That's very free. But which one do you prefer? Mm. Mm-hmm. Well, uh sure. What I can only provide to you is that you need to try. You don't need to reset your device. All you need to do is just move it a little bit closer so that it will grasp a great connectivity. That's all that you need to do. Because if by go ahead. What do you mean priority, sir? Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. Mm. [silence]
10:00
Speaker 1
to the five mag, it keeps dropping it. then the rest of the time it'll just buffer. yeah. it'll disconnect it. I can't move my router closer to my TV.
11:00
Speaker 2
can you reconnect? That would be great Okay speaker now for 5 gigahertz, if you wanted to connect to that it's just to set proper expectation that if your device will be connected to that you need to be closer to the node so that the Wi-Fi will not be dropped because 5 gigahertz Wi-Fi bandwidths are only intended if you are closer to your node if you are too far from your note say for example, you are 20 feet, 15 feet I highly suggest that you should connect to the 2.4 Wi-Fi bandwidths the 5 gigahertz for. Well for TV so TV screen if you do have TV we have security cameras Oh Poor audio quality for smart bulbs that needs to be connected to a Wi-Fi, you need to use only 2.4. There are the specific Wi-Fi bands that you can connect. You cannot connect to the 5 GHz. That's mandatory to the connection of each of your devices. It'll only be connected to 2.4, not the 5 GHz. Now, for 5 GHz Wi-Fi bands, if you need to connect your devices, you can only connect your tablet, your phones, your laptop, but you should be closer to the node. So, if you have three Linksys devices or Linksys nodes, then you should be near to them in order for you to stay connected to the 5 GHz Wi-Fi band. Those are the information that I can provide to you if you want to keep your connection, not drop. Now, in your case, sir, for the second Linksys devices that you have here, uh, since it shows yellow, you can try to unplug and then replug the device. [silence]
11:00
Speaker 1
What's the purpose and the high priority? What is the purpose and the high priority setting on the website? [silence]
13:00
Speaker 2
So you'll be rebooting. And after that, if it still shows yellow, what I can only suggest is try to move closer-- a little bit closer to the parent node and try to check if it will turn blue. 'Cause supposed to be the correct light sequence of each of your nodes should show blue, not yellow. Yellow or orange means [inaudible] select. Oh, for if you wanted to, uh, have 'a all of you're connection, graphs, a better connection of your device, that's the purpose of you settings prioritize of your device. But again, just to set proper expectation in your current situation, you need to first, to make sure that your second
13:00
Speaker 1
But that still should be on the 2.4. So why even have the 5 gigahertz channel? [silence]
14:00
Speaker 2
Yes sir, it's still be in the 2.4 because if you're too far then that's the correct Wi-Fi that you will be connected. But, if you really wanted to connect to the 5, then you can automatically switch to the 5 gigahertz then, again, it will not provide you a long range of connectivity. It's just for short range, sir. Well, the product that you have is a dual band that's why you have those [silence]
14:00
Speaker 1
Well, you still didn't ask the question. [silence] But you've got to be right beside it. What's the purpose of having it?
15:00
Speaker 2
of features but if you don't want a dual band then you you if you only want 2.4 then you can purchase a different router or node. that's already a built in Wi-Fi band. sorry. The purpose of the five Wi-Fi band is to offer you a highest speed of your connection however it's just for short range. sir. That's how the device is being modeled or the connectivity. Even if you have a different router sir or nodes from a different company it will still have the same connectivity. 2.4 is for long range five Wi-Fi band is for short range. It does offer you five gigabit bands. It does offer you. [ silence ] the 5 still offer you absolute convenience of the speed you can ever get without outside interference [ silence ] while 2.4 ghz does offer you the location that you desire in your area of coverage and convenience for most of your devices. time for questions.
15:00
Speaker 1
Hmm. Wasn't the way it was marketed originally but okay. It. There's no way to troubleshoot this probably again. Probably why it's not connecting or why it's dropping.
16:00
Speaker 2
high speed connectivity. However, for the [REDACTED_PAYMENT_DIGITS], it can not provide you the full higher speed but it can provide you a longer range of connectivity. So right now, sir, what I can provide to you is I can send you an email for free so you can try to check if you wanted to do some troubleshooting with your device. Again, sure, I can provide you troubleshooting if you wanted to process a payment. [silence]
16:00
Speaker 1
So you don't really care that I paid a lot of money for these? That we pay a lot of money and we don't get any service.
17:00
Speaker 2
it's for $15. But I cannot guarantee you 100%. I do apologize sir. I actually know we do have lots of customer also purchasing different type of product and when it time to ask for technical assistant, we really wanted to assist you sir. However, just to set proper expectation that for devices like you have right now, it's actually just the protocol of the company sir. Because the device that you have sir is part of our first generation node. So aside that we no longer manufacture this kind of device, we don't have any more updated firmware for your nodes sir. That's why we're really having a hard time providing you free technical troubleshooting if device is already been out of stock.
17:00
Speaker 1
I can assure you one thing if you don't want to help me set this up, then the next system that I buy won't be linksys. Do you have somebody that's above you? A manager or a supervisor of some sort? Okay, well, I appreciate that. Okay, thanks.
18:00
Speaker 2
I hope well we do respect your decision Sir again as much as I really wanted to assist you that's that's what I really can provide to you right now yeah sir I can take a look for an available supervisor for you just give me a couple of minutes all right just stay with me in the line okay just gonna put the call on hold [silence]
18:00
Speaker 1
Yes. Jenkins. Yes. I'm having connectivity issues with Snow.
27:00
Speaker 2
Hello? Yes, hello, sir. This is Albert from support to elynxus. Your case has been escalated, um, for further assistance. Um, I believe I'm speaking with Chris Jacobs, right? Okay. Um, yes, um, Uh, Chris uh, may may may may I ask why do you want to speak with the supervisor? How may I help you today, Sir?
27:00
Speaker 1
Yeah this is basically the little girl that I was talking to said, they're too old for me to give you any assistance. I'll send you an email. Um, not really the support that I was looking for from something that I paid a lot of money to have in my house, but, and that's why I'm talking to you. I've got a, like I said, she told me one of my child nodes was too far away from my parent node, so I unplugged it and I'm literally standing right beside the parent node. Trying to plug it back in and it still won't connect.
28:00
Speaker 2
Does not provide um, um, no, sir, what I'm trying to say is, uh, uh, Linksys does not provide support for products that are already, um, uh, out of warranty, but, uh, however, uh, on your case, um, uh, we may, um, we may still can provide a one-time exemption for you, um, for a, uh, troubleshooting, okay? I'll just going to put tech to the previous representative to help you then proceed with the troubleshooting on exemption, uh, this, okay? But, um, please, uh, uh, please do expect that the, uh, uh, technician, okay? Or the representative will, uh, might do, uh, all the necessary, uh, for your device to, uh, uh, to work, okay? Um, yeah, if you may, okay? Uh, is it okay if, uh, we'll, uh, we'll proceed with the troubleshooting Okay, I'll have the the previous technician to help you then. Okay. All right. Okay. So, yeah, um, yeah, just stay on the line sir. Okay, um, I'll I'll drop her again and she will be with you within a minute or two. Okay, uh, just hold on, sir. Okay. Yeah, you're welcome, sir. Hold on. [silence]
29:00