V2 Rubric Detail — af0b4124-65a5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 14:56
Duration
7m 23s
Contact
Katharine Hunter
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jeneth Villanil
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication5.00/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall43.1% (+15.1)

V2 Grader Summary

The agent failed to provide meaningful troubleshooting for the offline pink node, citing out-of-warranty status as a reason to avoid assistance despite the expectation of best-effort support. Only a single suggestion was offered, no tools were used, and the issue remained unresolved. While communication was clear and structured, the lack of technical follow-through resulted in an unresolved case with inadequate ownership.

V1 Case Analysis

Customer reports child node showing solid pink LED (offline). Agent incorrectly stated pink means 'ready for setup,' offered paid support without free triage, advised moving node despite proximity, and promised email without confirmed content. No valid troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and email
  • Confirmed model number (AMX12600)
  • Checked warranty status (out of warranty)
  • Offered paid support or email self-help
  • Provided incorrect LED interpretation (pink = ready for setup)
  • Advised moving node closer to main router
Key Observations
  • Agent incorrectly stated that a solid pink LED means the node is 'ready for setup' [06:00], which is factually wrong and contradicts Linksys KB — this is a serious accuracy failure.
  • No standard mesh troubleshooting was performed (e.g., 5-press reset, admin page access, pairing verification), despite customer having already power-cycled and possibly reset the node.
  • Agent offered paid support before attempting any free, safe, basic triage steps, violating support policy for out-of-warranty customers.
  • Customer explicitly stated they had been next to the main node for a week [07:00], but agent repeated ineffective advice without adjusting approach.
  • No KB article, specific URL, or actionable self-help content was provided — the promised email lacks substance in transcript.
Positive Highlights
  • Collected serial number and email early in the call [01:00–04:00], which supports case tracking.
  • Maintained a polite and professional tone throughout the interaction.
  • Correctly identified the device as out of warranty based on serial number lookup [05:00].
Agent Errors / Gaps
  • Failed to obtain product model number early — though eventually provided by customer [01:00], agent did not confirm or use it for model-specific guidance.
  • Provided materially incorrect technical information: claimed solid pink LED means 'ready for setup' [06:00], which is not supported by any Linksys KB for mesh nodes.
  • Offered paid support before attempting any free, basic troubleshooting steps, which is against policy and creates unnecessary customer frustration.
  • Repeated ineffective advice (move node closer) despite customer confirming they had been adjacent to the main router for a week [07:00].
  • Did not provide any specific self-help resource (e.g., KB article, URL, step-by-step guide) — the promised email is vague and unverified.
  • Did not confirm whether the customer understood the next steps or if the issue was resolved.
  • Failed to attempt or suggest any standard mesh recovery procedure (e.g., 5-press pairing, checking myrouter.local, factory reset).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only suggested moving the node closer and promised to email steps, but no resolution was confirmed.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential troubleshooting steps like power cycling, checking firmware, or verifying mesh sync; only gave one generic suggestion.
R3 Not Met Correct resolution path conf 90%
Agent refused free troubleshooting solely due to OOW status without attempting best-effort support (e.g., reboot, pairing steps), violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED status (pink = setup mode) but failed to ask key diagnostic questions about prior resets or firmware.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — did not guide customer to check router interface, verify node list, or perform firmware sync, despite being appropriate.
T3 Met No misinformation conf 95%
Correctly stated that solid pink means ready for setup, consistent with KB documentation for Velop nodes.
Communication
C1 Met Clear & professional language conf 90%
Agent collected serial, model, and email; maintained control by offering options and closing the interaction.
C2 Met Confirmed understanding conf 85%
Used plain language, avoided jargon, and confirmed understanding through simple prompts.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Offered to email steps, showing some ownership, but did not attempt resolution during the call despite capability.
O2 Partially Met Proactive follow-through conf 80%
Promised to send next steps but did not specify when the email would arrive or confirm follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted in this scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Apologized for policy but did not acknowledge customer’s fatigue or repeated effort emotionally.
X2 Partially Met Tone & rapport conf 80%
Polite tone maintained, but no adaptation to customer’s frustrated, tired state beyond surface-level empathy.
X3 Partially Met Overall experience conf 80%
Offering email reduces immediate effort, but shifts full burden to customer without real-time support.
Call Transcript14 turns · 15 lines
Speaker 1
Well, I have been, one of my, what do you need first, my email address?
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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]This is Char. How can I assist you today?
00:00
Speaker 1
the serial number. I can give you that right away. Um, that is 3, 8, U, 1, 0, M, 5, A, B, 0, 0, 0, 4, 5, 3. Yeah, let me see. Uh ah. I, every time I do this, I think, okay, where is that stupid model? Okay, try that. AM X, 1, 2, 6, 0, 0.
01:00
Speaker 2
Got it. Thank you so much, Ram. And also, can you see the model number? Can you provide the model number also? Just hold on a second here.
01:00
Speaker 1
a spectrum. uh the problem is one of my towers is not is offline. let me know. a long time i've had some other issues that came up including a medical thing so probably maybe even a couple of weeks
02:00
Speaker 2
All right. got it okay, And also then, I may know who's your internet service provider? Got it, thank you so much. any now what's the problem with the Alinks router? Right. One of the child node. Hmm. How long clip have you been are did you observe the issue map? mm-hmm I see. Got it.
02:00
Speaker 1
Everything works so I wasn't it didn't feel like an emergency but uh I'm kind of tired of this. They go out and I don't know why. It's pink it's pink. And the other two are blue. Um, I unplugged it and plugged it back in. Um, and I I may have held the reset button, but that's been it's been quite a while because I just gave up it because I didn't have time. If if I did it, I probably held it. I I don't know, sorry. I don't know. It's been a long time.
03:00
Speaker 2
what's the light status of this show that was Solid Pink, okay, and what trouble sleeping have you done so far, oh, I see right how long did you held that reset button,
03:00
Speaker 1
H? [silence] Do you want me to say it? Is that what you're saying? [silence] h. katherine, that's k-a-t-h-a-r-i-n-e, h.catherinehunter0@gmail [silence] Okay.
04:00
Speaker 2
All right. soon. for one moment here, ma'am. Okay, let me double check here. And also can you provide your email address so I can pull up your record here? Yes, please. All right. Got it. I hear it.
04:00
Speaker 1
[silence]
05:00
Speaker 2
So, upon checking here, ma'am, based on the record that I have here with this, Asti router, this router was already out of warranty last February 7 of [REDACTED_PAYMENT_DIGITS] And for the out of warranty device, ma'am, I do apologize that I could not provide a free troubleshooting over the phone. However, if you insist, I can provide one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, ma'am, if you don't want to proceed with the payment, what I can do here is I could send you an email instead on how to troubleshoot it yourself, a step-by-step instruction. And also, you may consider trying our links as AI agent for guidance, and it is free of charge. Which one would you prefer? [silence] Uh you may consider our AI agent you just need to go to our website yes. I'm I do apologize for that. all right so since the light status of your link synced router is all pink it means it's ready for uh for setup it means that you can just connect it back to your network directly you just need to move it closer to the main node like three to six feet away.
05:00
Speaker 1
I have been right next to it for a week, okay. Great. Thank you. Thank you. Thanks. Bye for now.
07:00
Speaker 2
I see. So, I will send you the next step on what you can do to add it back to your laptop, all right? Thank you so much, and have a good one. Bye for now.
07:00