V2 Rubric Detail — a8dcfe16-76ec-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 14:37
Duration
19m 12s
Contact
Martha Blenko
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#TE00135777
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent offered paid support instead of providing free best‑effort troubleshooting, violating policy.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-64.0)

V2 Grader Summary

The agent failed to verify internet connectivity, incorrectly claimed live support was unavailable due to warranty status, and pushed a paid $15 session instead of providing required free best-effort troubleshooting for an out-of-warranty device. Despite performing a power-cycle, no meaningful diagnostics were conducted, and the customer experienced repeated effort and unmet communication needs. This constitutes Avoidance/Evasion under policy, justifying auto-zero.

V1 Case Analysis

Customer reported no internet on WHW03 mesh. Device is out of warranty; paid support offered. Performed power cycle of modem and parent node. Node LED showed red and blinking red during boot. TV regained connectivity, but issue not fully validated.

Troubleshooting Steps
  • Power-cycled modem and parent node (after initial confusion)
  • Verified Ethernet cable connection between modem and parent node
  • Observed node LED status (noted red and blinking red during boot)
  • Confirmed TV connectivity as proxy for internet access
Key Observations
  • Agent offered paid support without first performing basic triage, despite it being a common and resolvable issue.
  • Agent failed to adjust speaking speed after explicit customer request to slow down, impacting comprehension.
  • Instructions for power cycling were initially unclear and contradictory, causing customer confusion about sequence and which devices to unplug.
  • Node LED showed solid red and blinking red during boot, which per KB indicates a problem, but agent dismissed it as resolved.
  • No verification of internet connectivity via direct test (e.g., browser or speed test); relied solely on TV functionality.
Positive Highlights
  • Correctly identified the need to power cycle both modem and parent node, which is a valid first step for WAN issues.
  • Eventually clarified the correct power-cycle sequence: unplug both, wait 30 seconds, power parent node first, then modem.
  • Confirmed physical Ethernet connection between modem and parent node, which is a critical step.
Agent Errors / Gaps
  • Offered paid support before attempting any basic troubleshooting steps.
  • Did not slow down speech after customer explicitly requested it at [06:00].
  • Gave unclear and contradictory power-cycle instructions, first saying 'unplug modem and parent node', then later correcting after customer only unplugged one device.
  • Failed to recognize abnormal LED behavior (solid red, blinking red) as a potential ongoing issue per KB guidance.
  • Did not verify internet connectivity via a direct method (e.g., browser test or speed test on a connected device).
  • Did not check or mention firmware status or PPPoE settings, which are relevant for Optimum ISP.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 90%
Agent concluded internet was working based on LED lights and customer's statement without verifying actual connectivity on a device.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power-cycle of modem and parent node and checked LED colors, but skipped deeper diagnostics like WAN status or web interface checks.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated live support is unavailable due to warranty status and pushed a $15 paid session, violating OOW best-effort policy requiring free troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (no internet) and asked for model, but did not ask about ISP status, cable connections, or run any diagnostic tools to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI, speed test) were used even though checking the router’s web interface would have been appropriate.
T3 Not Met No misinformation conf 95%
Provided materially incorrect information: claimed live support ends with warranty and introduced $15 paid service not aligned with documented support paths.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectation about paid service and guided power-cycle steps, but lost control by not confirming completion of steps and allowed confusion over cord identification.
C2 Not Met Confirmed understanding conf 95%
Customer explicitly asked agent to speak slower; agent did not adjust pace or simplify language in response.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent shifted focus to selling paid support instead of owning resolution; treated OOW status as justification to avoid full troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next step (power cycle) but provided no timeline or follow-up commitment if issue persisted.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the call content.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for lack of warranty support but did not acknowledge the customer's frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Customer asked to speak slower; agent did not adjust tone or pace.
X3 Not Met Overall experience conf 90%
Customer had to repeat personal information, was confused about which cord to unplug, and repeated steps multiple times.
Call Transcript30 turns · 34 lines
Speaker 1
yes my system is not working and
00:00
Speaker 2
[silence] and I know your first name and last name man so yes thank you so it's B L E
00:00
Speaker 1
304 544-8077. Isma is my it's Marty and Marty and my email address is Marty Blenko. Blenko at Y. Dot com. Correct. I have one lan this system with three pods. Okay. He's a bit of a broker. All right, how are you using a 400 or below? No vote, that wouldn't work on that one.
02:00
Speaker 2
your email, and your email?
02:00
Speaker 1
Um, um, you sort of need a second. Um, six, six, eight, two, one, seven, two, five. Okay, it was the last, five numbers are two, one, seven, two, five. [silence].
03:00
Speaker 2
okay. 20. J for Juliet 10 C for Charlie 6682172 Okay, and the model number for your Linksys devices are WHW
03:00
Speaker 1
I'm sorry, would you repeat that? I'm trying to find the model number here. See, zero number and oh, here we go. I'm sorry. I found it. It's WH W. Oh three. It is optimum. Optimum.
04:00
Speaker 2
0 3 WHW 0 3 2 the model number.
04:00
Speaker 1
He said $[REDACTED_PAYMENT_DIGITS]$[REDACTED_PAYMENT_DIGITS] Okay. Would you go get my wallet for me? Let me get my credit card. Yes. Just bring the wallet in. Just bring the wallet in. I mean, I can't access my my [silence] some excuse to not enter my pin [sic].
05:00
Speaker 2
I would like to set expectation regarding of the warranty status of your links as devices. Okay, so it indicates in our system that this device are no longer under warranty. And I really apologize that live support is no longer available. However, we have paid support, so I can still assist you setting up your links as devices if necessary, figure out what's really going on with this mesh system, but you need to pay $15, and it's good for 60 minutes of troubleshooting. Yeah, okay, $15. Okay, sure.
05:00
Speaker 1
[silence] [silence] I'm, I'm having trouble understanding you, I'm sorry. Can you talk a little slower? Yes. Um [silence]
06:00
Speaker 2
Yeah so regarding with that if you doesn't have any internet connection from your modem Martha, which is from optimum so our linksys devices is dependent to the modem that provides internet connection so you need also to make sure that the modem itself have internet Do you have internet connection coming from your modem of optimum Okay and by the way before we proceed I would like to set expectation that by purchasing this service you need to agree that it's one time it's non refundable technical support session lasting up to
06:00
Speaker 1
okay should I call my provider first then? okay so unplug the the power cord to the modem is that right
07:00
Speaker 2
So if we are unable to resolve your issue or determine that your product is defective, no refund or replacement will be issued for this, and this paid service is for troubleshooting only and does not include any follow-up sessions. Yeah, you can. But how about this one, um, Martha? You can also try to power cycled your modem and the parent note from linkset. Unplug the power adapter of your modem and then the parent note. Wait for 30 seconds to plug the power back. Modem and parent note.
07:00
Speaker 1
Which one of these is the power cord. Trying to figure out which one of these cords is my power cord to the modem. All right would it just be a is it the cable itself I'm going to unplug. Okay. Um, I'm going to [silence] I don't know if this is the one I'm supposed to unplug or not. [silence] Okay. Okay, now can I plug it back in now? [silence] Okay. [silence] All right, now, I have a light. [silence] Um now, I have a light. Node.
08:00
Speaker 2
parent node from linksys first. it's booting up and then plug the power back off the modem.
09:00
Speaker 1
OK. OK, I've done that. The modem is off. So unplug both of them now. I. No, I didn't. I only unplugged the mode the um, node. Okay. Okay, those are unplugged.
10:00
Speaker 2
no, no, I asked you earlier to unplug the modem and the parent node and wait for 30 seconds. Now plug the parent node first and then the modem so that the devices will fully boot up together. [silence] did you unplug it earlier? both devices? Okay, let's go back from the beginning unplug the power adapter of the modem and the parent node. Okay, let's wait for and a 30 seconds.
10:00
Speaker 1
Well done.
11:00
Speaker 2
Please proceed to plug the power back of the parent node first, then the modem. And let's just wait for both devices to fully boot up.
11:00
Speaker 1
I'm not seeing any light come on on my modem. Even though I plugged it in. Okay, now it's on. and I have a red light blinking on the node. Now it's a green light. [silence]
12:00
Speaker 2
and make sure it's turned on. people observing it.
12:00
Speaker 1
[silence] now it's blue solid blue well it's now red [silence] it's solid red now now it's blinking red [silence]
13:00
Speaker 2
blinking or solid blue? so I guess it works now. working
13:00
Speaker 1
They seem to be plugged in. Okay, now I have a green light on my node.
14:00
Speaker 2
Check the physical connection, make sure the Ethernet cable is properly plugged in from the modem to the Ethernet port of the parent node. [silence] How about the child modes?
14:00
Speaker 1
Let me go look. They're in another room. It's working. TVs on. OK, my husband says he is sitting. Let's see what color this one is. One green. And the other node is, the other note, I think that they've Yep, they're all green. Yes. Wait a minute. Our TV is not working though. We're going to try a different TV.
15:00
Speaker 2
Okay, so I guess they works now. So is there anything else that they can help you with? [silence]
15:00
Speaker 1
All right. It looks like, okay. But this one is. Okay. Check that your Internet signal is strong and working on other devices. Reboot. Yeah, let's reboot it. [ silence] Seems like we've encountered a word silence. Are you still there? Um, no, let me just make sure this TV is coming on. Yeah, it seems to be working. Okay.
17:00
Speaker 2
Yeah, I'm still here. So since your Linksys devices are functioning and you're able to access the internet, is there anything else that I can help you with? Very good. So, thank you so much. Yeah. Thank you so much for calling us and have a great day. Bye for now. You're welcome. Bye.
18:00