V2 Rubric Detail — a70f65c6-613c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 00:14
Duration
35m 26s
Contact
Steve Barsby
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132506
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (14 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication5.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp4.29/5
Overall51.1% (-10.9)

V2 Grader Summary

The agent verified the WHW01 was out of warranty and provided accurate information, but failed to perform any troubleshooting or offer best-effort support as required for OOW devices. The customer was directed to self-service and a paid option without resolution, resulting in an unresolved case despite technically accurate statements.

V1 Case Analysis

WHW01 out of warranty; customer attempting setup with new AT&T modem. No troubleshooting performed. Directed to support.linksys.com and offered paid-connect service.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent skipped essential troubleshooting steps (e.g., power cycle, LED check) despite handling a core connectivity issue.
  • Warranty status was correctly identified and communicated.
  • Agent used inconsistent addressing ('ma'am' then 'man'), indicating poor attention to detail.
  • No attempt was made to verify customer's access to router UI or app before directing to self-help.
  • Transcript contains long garbled segments early on, but agent eventually re-engaged the call.
Positive Highlights
  • Correctly identified and confirmed product model (WHW01) and serial number.
  • Accurately communicated warranty status and out-of-warranty support options.
  • Provided correct support URL (support.linksys.com) and explained paid-connect service clearly.
  • Offered to send instructional videos via email, providing a self-help path.
Agent Errors / Gaps
  • Skipped essential troubleshooting steps for modem-router connectivity (e.g., power cycle, WAN LED check).
  • Failed to confirm customer's ability to access router settings or physical device before offering self-help.
  • Used inconsistent and potentially offensive addressing ('ma'am' then 'man'), harming professionalism.
  • Did not validate or attempt to isolate the actual issue before pushing paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or guide the customer through reconfiguration; only offered self-service options and a paid service.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, check WAN connection, access router interface) were performed before directing the customer to external resources.
R3 Not Met Correct resolution path conf 96%
Although the device is out of warranty, the agent failed to provide best-effort troubleshooting (e.g., basic setup steps) as required by policy; instead immediately defaulted to paid options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask any diagnostic questions to identify the symptom (e.g., no internet, blinking lights, setup failure); assumed reconfiguration needed without verification.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent correctly used internal system to verify warranty status, but failed to use available tools (e.g., KB articles, remote guidance) to assist with setup despite customer need.
T3 Met No misinformation conf 94%
All provided information (model WHW01, URL support.linksys.com, $15 fee, out-of-warranty status) was factually accurate.
Communication
C1 Met Clear & professional language conf 91%
Agent introduced themselves, collected required details, presented options clearly, and closed the call professionally.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated the URL clearly, and confirmed understanding; adapted tone to customer’s pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent remained on the call and did not transfer, but did not take ownership of resolving the technical issue—only offered external resources.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned sending an email with instructions but did not specify when or confirm receipt; no follow-up commitment made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 89%
No escalation was warranted—issue was within L1 scope (basic setup)—and agent correctly chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent maintained polite, respectful tone throughout, used empathy cues ('no worries'), and closed warmly.
X2 Met Tone & rapport conf 89%
Agent matched customer’s conversational pace, repeated key information, and kept engagement despite customer’s uncertainty.
X3 Partially Met Overall experience conf 84%
Agent avoided re-asking known info but placed burden on customer to navigate website or pay for help, increasing effort.
Call Transcript15 turns · 22 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored [silence] 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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending upon the issue.
00:00
Speaker 1
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06:00
Speaker 2
If you're calling Linksys, this is Epi. How can I help you? Okay. Okay. So it seems that, uh, yeah, since you've actually changed your modem, you have a new modem, we need to reconfigure the Linksys router. Can I have the model number and the serial number of your device, ma'am? Just try to look underneath it. Yes. Yes, ma'am. Is this from Linksys? Did it say
29:00
Speaker 1
Oh, you want the link this one. I'm sorry. I was giving you my AT&T one. Okay. My fault. Um, what am I looking for? the name. serial number. uh, 25 uh, okay. I'm sorry. 25 F 1 06 006823862. It says, um uh, yes, I do. Uh oh. It's so tiny. I think it says WHW01.
30:00
Speaker 2
yes sir. [silence] do you do you see any serial model number? [silence] W
30:00
Speaker 1
Believe, sir. Uh, my name is Debbie Bardsby. My husband is probably in his name. He is Steve. Bardsby. B-A-R-S-B-Y. Uh, it's probably under his. Steve.farsby so s-t-e-v-e.b-a-r-s-b-y at g-c-s-u.EDU. Yes. Yes. g-c-s-u
31:00
Speaker 2
HWO one. All right. So ma'am, let me just create a record for you here. So, can I have your name? Uh, how do you spell your last name? Okay, and your email address, ma'am. Okay, so that's Steve.Barsby, B-A-R-S-B as in boy, Y at G as in George, C-S-U, dot E-D. Correct.
31:00
Speaker 1
is Spanish? Uh-huh. [silence] Yes. [silence] I really don't know. [silence] a while. [silence] Correct.
32:00
Speaker 2
Yeah, GCSU.edu. Alright. So, yes ma'am, um yeah, there's a need for us to reconfigure the device here. So, uh upon checking here in our record on our system, your router WHW01 is already out of warranty. How long have you been using this? Omm. Okay, so you had this for a couple of years already, right? Yeah, okay. Yes, cuz uh based on our system, it's already out of warranty. So that means it's no longer covered for free technical support, Ms. Debbie. Okay? But no worries, we do have options for you. Okay? You can either go for our website. That would be support.linksys.com. You can find our articles and how to set up this router. Okay? I can also send you an email. Um, there's an instructional of the- [silence]
32:00
Speaker 1
Yeah, okay. Okay. Did you say 15 or 50? Oh, $15. Okay. I can do that.
33:00
Speaker 2
[silence] videos on that email wherein you can set up the parent node and add the child nodes. [silence] Okay. [silence] The website is support.Linksys.com. [silence] and I can also send you the email. [silence] Aside from that, [silence] Okay, I you also [silence] you can also take advantage of the AI tool at the bottom right. [silence] So you can ask questions from AI how to set up your WHW01. [silence] The second option is our paid connect service which will cost you $15. [silence] Okay, [silence] and this paid connect will uh will last for 60 minutes and it's non-refundable. [silence] Okay? [silence] So, how would you like to proceed, [silence] man? [silence] $15? [silence] $15. [silence] Yes, [silence] man. [silence] Okay, [silence] so you [silence] you [silence] you want to go for the [silence] uh uh paid connect service. [silence] Um [silence]
33:00
Speaker 1
Okay, yeah, I guess I should do that. I'll try it, the website first. Okay, yeah, I'll do that. Okay. Perfect. Okay. Hold on a second. I'm so sorry. support.linksys.com Okay. All right. Thank you. Three.
34:00
Speaker 2
You don't, you want to try first our website? or Okay. You can always give us a callback. Okay, yes. And I'll also send you the email, okay? There are instructional videos on our, on that email. So, let me give you the website first. That would be support.linksys.com. It's okay. No worries. Yes, support.linksys, L-I-N-K-S. L-I-N-K-S-Y-S.com. Okay. So, thank you so much for your time. This is Appie again. Oh, by the way, how many nodes you have in total, ma'am?
34:00
Speaker 1
oh okay thank you so much all right thank you so much all right you too bye bye bye
35:00
Speaker 2
three. Okay. All right. Yeah. So you have to set up the parent node first and then the child notes. Okay? So I'll just send you the email for that. Okay? All right. Thank you for your time, Miss Debbie. This is Eppie from Linksys. Thank you for calling. You do have a great night. Take care. Bye bye. Bye bye.
35:00