V2 Rubric Detail — 9e622532-64f0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:20
Duration
6m 14s
Contact
270-460-0037
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy (critical failure C) – agent dismissed customer without empathy or assistance due to out-of-warranty status, violating support policy and customer experience standards.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent incorrectly denied support due to out-of-warranty status, failing to provide any troubleshooting, escalation, or empathy. Despite clear indicators of a hardware or pairing issue (solid red LED, frustrated customer), the agent abandoned the case prematurely. All primary indicators were not met, resulting in an unresolved outcome and a critical discourtesy auto-zero.

V1 Case Analysis

WHW01 node showing solid red, not joining mesh; out‑of‑warranty, no troubleshooting performed.

Troubleshooting Steps
  • Collected serial number and model number
  • Checked warranty status in system
Key Observations
  • Agent did not attempt any standard mesh node troubleshooting (reset, pair button, 5‑press, LED checks).
  • Agent abruptly ended with an out‑of‑warranty statement without offering paid‑support options or self‑help resources.
  • Communication lacked empathy and clear guidance; the customer was left without a path forward.
Positive Highlights
  • Accurately captured the correct model (WHW01) and serial number.
Agent Errors / Gaps
  • Failed to follow the mesh node rebuild/repair procedure from the KB (no reset, no pairing steps).
  • Did not offer paid‑support or self‑service alternatives after stating the device is out of warranty.
  • Poor communication – no empathy, no recap, and no clear next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device is out of warranty and 'we can no longer provide free assistance' without offering troubleshooting, RMA, or escalation.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, reset, pairing method) were attempted despite customer reporting a node with solid red light.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated OOW status as a reason to stop helping, violating the OOW best-effort standard requiring troubleshooting for setup, pairing, or firmware issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms (e.g., solid red LED), ask diagnostic questions, or follow a logical sequence to root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI, logs) were used to verify node status or network topology despite clear need.
T3 Not Met No misinformation conf 96%
Agent claimed no free support for OOW devices, contradicting policy that requires best-effort troubleshooting regardless of warranty.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provided no structure, expectations, or transitions; call ended abruptly after warranty notice.
C2 Not Met Confirmed understanding conf 95%
Agent used inconsistent gender addressing ('ma'am', 'sir'), ignored customer frustration, and failed to adapt language or check understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused to assist based on warranty status, abandoning ownership instead of attempting resolution or escalation.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were provided; customer was left without direction.
O3 Not Applicable Closure confirmation conf 92%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Agent failed to escalate despite clear escalation triggers: hardware fault (node stuck red), customer frustration, and pairing failure.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred, so no correct path, details, or customer notification was provided.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy, ignored customer's effort ('I just brought it back out'), and dismissed concern without acknowledgment.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, scripted tone and did not adjust to customer’s emotional state or communication pace.
X3 Not Met Overall experience conf 96%
Customer repeated model and serial number; agent failed to use provided information to assist, increasing effort.
Call Transcript11 turns · 12 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.linksys.com. Please have your device serial number ready for assistance. Press one now. For out of warranty products paid support, 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]
00:00
Speaker 1
[silence] down for a minute. Excuse me? My internet provider is uh, who's our internet provider? West Kentucky Telephone. Wk NT? West Kentucky and Tennessee. United States. That's fine. I think it's in the system. Okay. Now, uh what I've got is I've got this length and I've got I've got one node, two nodes and my third note, I can't figure out how to get it on.
01:00
Speaker 2
May I know who is your internet provider ma'am? [silence] I'm sorry? Who is your internet provider sir? [silence] Okay, Yan Shi. You're calling from what country sir? [silence] Okay. Okay. So, right now the main concern is that you don't have internet connection.
01:00
Speaker 1
Yeah, you want to know the serial number? Can you read us both for me the serial number? I want to say my son's going to read it for me. The serial number. 25 capital F 111 capital M 38 capital A 0 4790. I got that one working now. I just can't get,
02:00
Speaker 2
Right now, sir. The one that is not working. Um, OK. Yes, yes, please. OK, let me just re, uh, check own of the number. Sir, 2 seconds, okay?
02:00
Speaker 1
I needed to get this one working. Did the radio tear up? The tuner? You should be able to pull this out on a gear. You need to know what now? The model number. Okay. The name recovery, what would the model number be, like, like, like, Mac address, serial number, recovery, key, the name of it? Okay. So the Mac address, would that be it?
03:00
Speaker 2
What information can you provide? Hello, ma'am. I'll check here. Let's see model number. Uh, no, sir. Wi-Fi and that's for Wi-Fi network, I believe. No, no, sir. Model number is usually located on the same sticker.
03:00
Speaker 1
oh, both let me read it. i'll see it. These fucking glasses are terrible. The top, that top number, that bottom model. Okay. Capital W capital H capital W zero one. Yes. I got two up in this room and um yeah, i got two they're working and one's not. It's just red. Flailing red.
04:00
Speaker 2
Okay. Okay. So, you mentioned there are a few nodes. Is this the only node that is not working? [silence] The only node.
04:00
Speaker 1
Yes I have three, yes. I don't know, a year, I guess. For a year? I mean, no for about a year. I've had it, I bought it a while back, but I've had it put up. I just brought it back out. I just need to put. Can you can you can you turn that one on or do I need to try to figure it out on this end? [ silence ]
05:00
Speaker 2
OK, let's see. You have three notes in total, right? How long have you been using this? Yes, how long have you been using this device? Uh, sure. I'm sorry. More than three or three. I see. Yes, could space something. Yes, go ahead here. okay, good to hear sir. This unit or this controller, this is already showing out of warranty in our system. And for out of warranty device we can no longer provide free assistance.
05:00