V2 Rubric Detail — acb23b9c-6ead-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:46
Duration
7m 48s
Contact
Brad Sturman
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00069431
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys app account concern
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting for a solid red LED issue on an out-of-warranty WHW03 system, instead immediately offering a non-guaranteed paid service. Despite the requirement to provide best-effort support for out-of-warranty devices, no diagnostic steps were taken, no next steps were set, and customer effort was not reduced. The call ended unresolved with no path forward provided.

V1 Case Analysis

WHW03 routers solid red, no internet. Agent provided incorrect support URL (register.lexus.com), misnamed company as 'lenses', and offered $50 paid support without troubleshooting. Customer declined, will await ISP visit.

Troubleshooting Steps
  • Collected model, serial number, phone, and email.
  • Confirmed router LEDs are solid red.
Key Observations
  • Agent provided a hallucinated support URL (register.lexus.com) instead of the correct Linksys registration site.
  • Repeatedly mispronounced 'Linksys' as 'lenses' throughout the call, indicating a persistent brand error.
  • Failed to perform any standard troubleshooting for a solid-red LED condition (e.g., verify WAN connection, power-cycle modem first, check back-panel port LEDs).
  • Offered paid support without first confirming warranty status via a lookup or offering any self-help path.
  • Correctly captured model, serial, and contact information.
Positive Highlights
  • Accurately identified and confirmed the product model (WHW03) and serial number (20J20M31B03134).
  • Collected complete customer contact information (name, phone, email).
Agent Errors / Gaps
  • Provided incorrect registration website (register.lexus.com) — a known ASR hallucination variant, but repeated and uncorrected, indicating a confirmed agent error.
  • Repeatedly misstated the company name as 'lenses' instead of 'Linksys', which undermines brand credibility and customer trust.
  • Failed to perform basic troubleshooting steps for a solid-red router: did not verify WAN cable connection, did not instruct power-cycle of modem first, did not check back-panel WAN LED status.
  • Did not access or direct customer to correct local web interface (http://192.168.1.1) to check internet/WAN status or firmware.
  • Offered paid support without first offering or attempting any self-help guidance, violating support protocol for out-of-warranty customers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered a paid service which the customer declined. No resolution path was completed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no power cycle sequence, WAN cable check, or access to 192.168.1.1 was attempted despite solid red LED.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have provided best-effort troubleshooting (e.g., reboot, cable check, UI access) instead of immediately offering paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., modem WAN light, router WAN port LED, or whether DHCP is enabled) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — agent did not guide customer to check web interface, test direct modem connection, or verify physical links despite clear need.
T3 Met No misinformation conf 93%
Agent correctly stated that reset returns device to default settings and acknowledged out-of-warranty status without providing false technical information.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected serial number and updated contact info but failed to redirect call toward actionable resolution after customer expressed intent to wait for ISP.
C2 Met Confirmed understanding conf 91%
Agent used simple language, repeated back information for confirmation, and avoided technical terms beyond customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — deferred to ISP and paid service rather than attempting any diagnostic steps within support scope.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were given beyond 'call back if you want paid service' — no self-help guidance or timeline provided.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue remained at L1 level but was not resolved due to lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized briefly but did not acknowledge customer frustration over multiple failed nodes or repeated outages; minimal empathy shown.
X2 Partially Met Tone & rapport conf 88%
Agent continued pushing paid service despite customer indicating preference to wait for ISP — slight misalignment with customer’s tone and intent.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and email; agent did not use existing account data to reduce repetition or streamline process.
Call Transcript12 turns · 14 lines
Speaker 1
[silence] Yeah, I'm just curious. I've been um my router, the lens-old router hasn't been out for a week. Uh, actually have the uh, internet people come in on Wednesday, but I thought I'd just give you a call to see if there's something I can do. The modem seems to be working.
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.lexus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. Thank you for calling lenses. This is Ruby how can I assist you?
00:00
Speaker 1
but I keep on unplugging the router, plugging it back in, and it never goes into that greenish blue. It always stays red. I've tried since I have four since I have four boxes of Valine's. I've tried replacing it, the main one, uh, the home device and that stays red also. So, other than unplugging it, is there anything else, because I'm trying to think what could be wrong with the whole router system. The modem seems to be working, but I'm just trying to see if there's something else that I need to do besides unplugging it or press the reset button. Yes. Well, they're coming to see what the problem is.
01:00
Speaker 2
mhm okay so sir uh you mentioned that onsite technician is it from the internet service provider will come on Wednesday to fix the router?
01:00
Speaker 1
It's uh... Yeah, they they sent a signal and they're not getting a signal back. My modem seems to be all green but the router's the only thing that's staying red. And I've tried all the routers. So I didn't know if there was something within the router that I could do other than unplugging it and trying to reset it. Main reason? I don't know, it just lost it. I was watching last week at 7:00 and it just lost it. Uh Yes, I have I've done both and both uh no, I've called them in in the past.
02:00
Speaker 2
Oh, to see what's the problem. Uh-huh. Mhm Mhm. Mhm. Okay, sh yes, good question, sir, but might be the reason why it lost connection, sir. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mm. Mhm. Mhm. Mhm. And you haven't done uh troubleshooting like power cycle or reset? Oh. So you already reset the nodes. Uh, sir, is this your first time calling link s?
02:00
Speaker 1
Sure, five, seven, one, four, two, six, zero, eight, nine, six. Yes. Probably, let me see. What, uh, is that be 0 number and the email address is no longer that. Um, I don't have access to that MSN account if you want to update that. Uh, let me unplug. Yeah, it's it's still Brad Sturm one, but @verizon.net.
03:00
Speaker 2
well let's see what's your phone number sir? five us 4260 896 and that this is under Brad Sherman okay and we the email address Brad storm like S T U R M one at M S N.com are you calling for the same device which is W H W 0 3? so yeah what's the new email address that you want to update? So, Brad term w at Verizon Verizon.net. Okay. Yeah. Yeah the number one. Yeah. Yeah are you calling for your WHW03? The serial number here is two zero J two zero M three one B zero three one three four. So you have three of this WHW sir? [silence] okay so all the lights are solid red sense you mentioned that you reset okay so since you reset so it went back to it's default to it's default setting so it needs to be reconfigured so um checking it here so all the nodes like this device is an out of warranty device which of course for out of warranty I do really apologize to inform you that there's no more free technical support for out of warranty device okay but we have another option for user which is a paid connect for $50 that's purely for troubleshooting no refund or replacement since this is an out of warranty device and then I will laid out to you the troubleshooting step if in case you want to avail for the paid service for $50 that will last through one hour but again it's not a guarantee that the device
03:00
Speaker 1
I'll I'll hold off right now on that. I'll let the internet company come first to make sure that they say it's the router. Uh if that's the problem. Now, if it is the if it is the router, I can't imagine all four of them went at the same time. So, if I if I So, well, you I guess I would have to pay for service. So, if it's a router, we just have to get buy new routers with another company if this is if Linskys is the problem. I guess I'll just wait for them to see what the internet company says to try to figure out.
06:00
Speaker 2
This will work because we need to check everything and then also you need to confirm if modem is really online. So and I'll do all my best to make it work but then again, it might work. It might not work. So, let me know if you want to avail for the paid service.
06:00
Speaker 1
what the problem is first and then I'll decide whether I want to just get another company's routers instead or call you guys back and see. Since it's not guaranteed that it's gonna work. There's no sense me spending money on something that might not work. So, all right. I will call, again go. Yeah, no. I'll just see what the uh the uh internet people say first before I determine what I want to do. Okay. All right. Thank you very much. Bye. Bye.
07:00
Speaker 2
[silence] Okay, yes sir. Mmm-hmm. Sure, yes sir. Just give us a call if you want to avail for the paid service, okay? Uh huh. Yeah, you're welcome. You're welcome, sir. Have a nice day. Bye sir.
07:00