V2 Rubric Detail — b3802884-68e6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:19
Duration
8m 0s
Contact
Mike Decaprio
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133454
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting a clear hardware/software issue by declaring the device out of warranty and pushing a paid upgrade instead of following OOW best-effort protocol.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any troubleshooting on a node with a solid red LED, which is a documented escalation trigger. Instead, they incorrectly claimed the product was no longer manufactured, gave unverified compatibility advice, and pushed a hardware upgrade without attempting basic diagnostics. This constitutes avoidance of technical support duties, warranting an auto-zero for evasion. The interaction resulted in no resolution and violated multiple QA standards.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the blinking red node issue, offered no troubleshooting, and closed with a sales recommendation instead of a technical resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (reboot, reset, firmware check, or 5-press) were suggested despite the customer reporting a solid red LED, which is a clear escalation trigger per KB.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status to avoid troubleshooting, violating the OOW best-effort standard; no attempt was made to guide through factory reset or firmware check.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask relevant diagnostic questions (e.g., model verification, reset attempts, ISP type) and did not identify root cause beyond 'blinks red'.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote diagnostics, admin UI guidance, logs) were used or referenced, even though local access or 5-press could have been advised.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'we no longer manufacture this kind of device' and gave unverified compatibility advice between WHW01P and MX4200, which contradicts KB on mixed mesh support.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no clear agenda, jumped to paid support and sales talk, and failed to maintain control by allowing the conversation to drift into unsupported product recommendations.
C2 Not Met Confirmed understanding conf 92%
Agent used technical terms without confirmation of understanding and continued a sales pitch despite customer frustration, showing no adaptation.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership; instead, deflected to paid support and hardware upgrade without attempting to resolve the current issue.
O2 Not Met Proactive follow-through conf 93%
Only vague suggestion to 'call us back' for new setup; no specific next steps, timeline, or follow-up commitment provided.
O3 Not Applicable Closure confirmation conf 85%
No prior case history was referenced or available; this appears to be the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
A solid red LED on a mesh node after resets is a documented escalation trigger (per universal_escalation_guide.md), but no escalation was offered.
E2 Not Met Escalation prep & handoff conf 95%
Since no escalation occurred despite being warranted, the execution criteria cannot be satisfied.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered a brief apology but quickly shifted to sales without acknowledging repeated troubleshooting attempts or frustration.
X2 Not Met Tone & rapport conf 93%
Agent maintained a transactional, sales-focused tone and did not adjust to customer’s expressed fatigue and confusion.
X3 Not Met Overall experience conf 95%
Customer repeated model numbers and issue details; agent did not use information efficiently or reduce redundancy.
Call Transcript16 turns · 16 lines
Speaker 1
[silence].
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your conversation 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-warehouse products, paid support may be available depending on your issue. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. If unavailable, kindly call back later. For out-of-warehouse products, paid support may be available depending on the issue.
00:00
Speaker 1
I don't know. I don't I don't recall. Yes. It's Mike DiCapprio, D-E-C-A-P-R-I-O. A-P-R-I-O 978-408 3675. Mike DiCapprio at comcast.net.
01:00
Speaker 2
So, I totally understand your concern about the voucher, but is this your first time calling us for support? Cause I, and are you? It's okay. But are you calling from United States? Okay. May I know your first name and last name? And your callback number? And your email? That's M I K E.
01:00
Speaker 1
D E C IRIO. That's D E C IRIO. okay, yeah, to 9 A as an Apple. 16 09 a 0 60 91 uh-huh. Yep. My email is my name. S O U collectively. That's D E C A P R I O. oh, and I've got one main router and then another node. [silence]
02:00
Speaker 2
Da Caprio at comcast.net.
02:00
Speaker 1
So yes. MR 8300. The mo. Yeah, the main router is MR 8300. Oh, then. Yeah, the node is a WHW01P. Yeah, that. Yeah, that.
03:00
Speaker 2
For Alpha 106 0980609 1 and what is the model number of your linksys routers? Okay, so they are both MR8300. And what is the model number of the modem sir or the parent node domain router from linksys? But you mentioned earlier that the child node you're calling regarding of the child node. Okay, can I provide a serial number of the child node that you're calling about?
03:00
Speaker 1
that's the two nine eight oh six zero nine eight zero six zero nine won. I'm sorry can you Exfinity? ok they now it's probably cheaper to just buy a new one. because I've tried n [silence]
04:00
Speaker 2
Okay, [silence] W01P. [silence] And who is your internet service provider? [silence] Okay, now before we proceed, I would like to set an expectation also regarding of the warranty status of your Linksys router. Okay, so it indicates in our system that your device is no longer under warranty. Now let's talk about the price again. [silence] The type of service is Paid Support. I really apologize that live support is no longer available. However, we have paid support, so I can still assist you to set up your device again, but then you need to pay $15.00 and it's good for 60 minutes of troubleshooting. [silence] And I can commit to fix it in the first session.
04:00
Speaker 1
I've gone through your AI, I've gone through your, you know, all of the resetting online and all it does is blink red, no matter what I do. [silence] Do you manufacture any child nodes for the Mesh router? You said MX 42.
05:00
Speaker 2
Yeah. Uh-huh. I see. And as of now, also, sir, we are no longer manufacture this this kind of device. So, I highly recommend also that it's time for you to upgrade or purchase a new one. Okay. So, regarding with that, you can also purchase an MX-4200. But compared with the MR-8300 which is your current Parent Node, MX42 is much more upgraded. And it's recommend to set up the Parent Node, which is ungraded. With it 4200. Yeah.
05:00
Speaker 1
Yeah. Okay. And, um, well, does the WHW-01P work with the MX-4200? Mhm. Okay. Okay. All right, I'll look into that. Okay. Yep.
06:00
Speaker 2
Yeah. So but if you're going to purchase an em, go ahead. Okay, so regarding With that I cannot guarantee because this WHW 01 psc actually for WHW series. It may or may not work because it's already an MX and it's an upgraded ones. But if you're planning to, yeah, if you're planning to do an upgrade or and you need an extender to extend the Wi-Fi coverage of your internet. Maybe you can purchase two nodes. Two nodes for an MX 2000 or MX 4200, since it's a mesh devices from Linksys. So either of the node can be set up as a parent node or a child node. MX 2000 or MX 4200, okay? [silence]
06:00
Speaker 1
All right what was the other one I have mx 4200 and what was the other one oh 2000 okay. And the the mx 2000 is that for is that a parent and a child or just a child? Okay. Yep. Okay. All right I'll look into that. All right that All right thank you bye bye.
07:00
Speaker 2
Okay, so I'm asked devices from Linksys. So if you're if you're going to purchase either of the nodes or you're planning to purchase two nodes of MX 2000, so you can set up that one as individual nodes node or a child mode but compared with the MR 8000 and your WHW0001p, MX 2000 and MX 4200 are more upgraded, say that you're recommended to set up as a parent mode. Okay. So feel free to call us back so that we can assist you to set up your newly purchased router and thank you so much also for your time and take care. Bye.
07:00