V2 Rubric Detail — aad828f8-71ba-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:56
Duration
10m 6s
Contact
Dean Lowry
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135033
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Device Reconfiguration
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately citing warranty status and directing to self-service/paid options without attempting any diagnostic steps, despite the OOW standard requiring best-effort support.

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
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, diagnostic analysis, or best-effort support despite the customer's clear connectivity issue. While accurate information was provided and escalation was appropriately avoided, the complete lack of technical engagement, empathy, and customer effort reduction constitutes avoidance, triggering an auto-zero under rubric B. The issue remains unresolved.

V1 Case Analysis

WHW03 mesh nodes lost internet after reset; out of warranty; provided support.linksys.com article and offered paid support.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed ISP (Frontier)
  • Checked warranty status (out of warranty)
  • Offered self-help KB link and paid support
Key Observations
  • Agent did not perform basic troubleshooting (power-cycle modem/router, verify WAN cable, check node LED status).
  • Paid-support option was introduced before confirming the root cause or attempting free remediation.
  • Agent provided the correct support URL (support.linksys.com).
  • Agent incorrectly stated the customer had three nodes when only two were confirmed [04:00].
  • No technical inaccuracies found in the advice given (e.g., URLs, reset procedures, or product recommendations).
Positive Highlights
  • Accurately captured device model, serial number, and customer contact information.
  • Correctly identified the device as out of warranty and communicated that status.
  • Provided the correct Linksys support website link (support.linksys.com) for self-help.
  • No technical inaccuracies in the advice given (e.g., URLs, reset procedures, or product recommendations).
Agent Errors / Gaps
  • Failed to execute standard troubleshooting flow for lost WAN connectivity as outlined in velop_wifi_connectivity.md.
  • Prematurely offered paid support without first attempting free troubleshooting steps.
  • Misunderstood mesh topology by stating the customer had three nodes when only two were confirmed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only self-service or paid support without resolving the internet connectivity issue; no reconfiguration or fix was performed.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., reboot, LED check, WAN test, firmware status) were conducted; agent skipped troubleshooting entirely.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and offered no best-effort troubleshooting, violating the OOW standard requiring genuine technical assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms or ask relevant diagnostic questions beyond model and ISP; no root cause analysis attempted.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., admin UI, speed test, remote access) were used to verify WAN status or connection, despite the need for evidence-based diagnosis.
T3 Met No misinformation conf 99%
Information about warranty status, support hours (8am–11pm EST), and correct URL (support.linksys.com) was factually accurate.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent collected information and presented options but misstated node count ('three nodes') and failed to establish a clear troubleshooting path.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed ISP, and offered accessible options (website, paid support), adapting to customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent created a case record and offered resources but did not attempt resolution, transferring responsibility to customer prematurely.
O2 Partially Met Proactive follow-through conf 90%
Next steps (website, paid support) were given, but no timeline or follow-up commitment was established for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred or was needed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate, offering self-service and paid support as appropriate for an OOW device with no hardware fault confirmed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted; customer declined immediate paid support.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent ignored customer's expressed frustration ('every six months I lose internet') and provided no empathy or acknowledgment of difficulty.
X2 Not Met Tone & rapport conf 94%
Agent continued with scripted responses despite customer confusion and frustration, failing to adapt tone or check understanding.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial number; agent imposed effort by directing to self-service without attempting resolution.
Call Transcript15 turns · 15 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.Links.us.com. Please have your device serial number ready. For assistance, press one now. For out of warrantyProducts, 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.
00:00
Speaker 1
Hi, my, my last name is Lowry. Um, I have a couple of domes, uh, that I cannot connect to my modem, the internet. Um, what happened was, is every once in a while, um, you know, every six months or something, I would kind of lose internet and all I do is just unplug it and plug it back in and then it comes back. Yeah. Well, this time I had somebody try to do it, but they hit the reset button, um below that and I think it
03:00
Speaker 2
[silence] Thank you for calling [silence] You know.
03:00
Speaker 1
it won't now I can't connect at all no matter what how I unplug the modem, so domes, it just won't connect. Yeah. Yeah. it thus I mean, yeah, the main node. Yeah, oh, you know what? I forgot this is a main node. It's a little round thing, huh? Oh, no, that's my Arlo. Yeah, I have, I have two nodes. One's a main one in my living room. Then I have one in the back room. No, I only have I only have two. Yeah. So the model number is WHW03. [silence]
04:00
Speaker 2
Okay, so you lost all your connection, even the main, um, router or the main, uh, node. Okay. So you have three nodes in total. Okay. Yes. Can I have the model number and the serial. two, okay. Can I have the model number and the serial number of the, uh, Linksys device, sir, just try to look underneath it. Okay. Yup. [silence]
04:00
Speaker 1
And then the serial number, yeah, 20J10C62720943. Oh, man. Years. That's years. I don't know, five years, six years? [silence]
05:00
Speaker 2
Mhm. The serial number, please. Okay. Let me just check this serial number. Sir, how long have you been using this device?
05:00
Speaker 1
yeah, first name is Dean, last name's Lowry. Yeah, Lowry. H, B, H, K, Y, Theven, dog, A's, Apple, These are the dog at yahoo.com Correct. [silence
06:00
Speaker 2
All right. Let me create your record. Can I have your name, please? Last name. And your email address are. Okay, let me verify that. That's H as in Harry, B for boy, H for Harry, K for kites, and then the Y for Yankee. DAD@yahoo.com. Okay.
06:00
Speaker 1
Uh, front, front here. And I already, I already have an app that tells me that there's no internet, um, out in my area and I can tell by my modem. working. okay, perfect. [ silence ] [ silence ] reach of.
07:00
Speaker 2
And so, who is your internet provider? Frontier. Okay. All right, sir. So, yeah, since you've lost connection, sir, it seems that the, uh, the main node, the, the parent node, lost, eh, signal from the modem. So, there's a need for us to reconfigure that. Okay? So, we need to reconfigure everything. And, Sir Dene, uh, just to set your expectation, 'cause upon checking here in our record, your device, WHW03, is already out of warranty. Okay? And, that just means it's no longer covered for free technical support. However, uh, if the problem is with the internet provider, then, uh, you can call them, uh, since that is not our responsibility. Okay? So, let's reconfigure the connection to your laptop device. Uh, okay? Just follow the instruction, sir. Uh, do you have your ethernet connected already in your laptop, sir? [silence]
07:00
Speaker 1
Yeah. You say $15? Okay. [silence]
08:00
Speaker 2
Mr. Nel University, we could give you two options for this. The first option is our website. You can go to our website. It's for free, okay? That would be support.linksys.com. You will find articles on how to reconfigure this WHW03. You can also take advantage of our 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, and this will last for [REDACTED_PAYMENT_DIGITS] minutes or an hour of troubleshooting. And the service sir is non-refundable. So, how would you like us to proceed? [silence] Yes, it's just $[REDACTED_PAYMENT_DIGITS] sir for a one-time payment. If you want sir Dean, you can try first our website. Okay? I can also send you an email where there's an instruction in the chat. Please check the chat.
08:00
Speaker 1
sure. Yeah, I'll try that first. Okay. And then, and then, um, how long, if I can't get it figured out, I can just call you back and, do the thing, right? Okay. Okay. Is that West Coast Pacific? So Eastern. Oh, okay. So, 8910, like 8 o'clock? Yeah, 8 o'clock my time. Okay. All right. There. Thank you. Bye. All right, Dave, I'm gonna, you know, like,
09:00
Speaker 2
I don't have videos for you to set up the parent node as well as the child node. Okay. Uh all right. Well not a problem. Uh let me just send it to you. Uh yes, not a problem. Yeah, you can always give us a call back. Yes. We're open up until uh uh 11 um in the evening today tonight. Uh Eastern, Eastern Standard. Yes sir. So it's it's 8:00 PM right now. Um All right. So yes. Thank you again for calling sir Dean. This is Ebi from Linksys. Have a great night. Take care sir. Bye bye. [silence]
09:00