V2 Rubric Detail — b500cc06-6b28-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-18 15:16
Duration
14m 51s
Contact
613-253-5092
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by telling the customer to purchase a new node instead of verifying warranty eligibility and initiating an RMA for a likely in-warranty hardware defect.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue or follow proper support protocol for a potential hardware defect. Despite correct technical details on reset procedure, the agent did not verify warranty, offer an RMA, or escalate, instead directing the customer to buy a new node. Combined with poor empathy and customer effort, this constitutes avoidance and triggers an auto-zero.

V1 Case Analysis

Customer's WHW01 child node showed solid blue/green lights and failed to connect. Agent attempted reset but did not follow 5-press pairing method, verify WAN connectivity, or check firmware. Concluded hardware fault; recommended replacement.

Troubleshooting Steps
  • Verified light status of both nodes via app
  • Instructed customer to hold reset button for 10-20 seconds
  • Advised moving node within 3-6 ft of primary node
Key Observations
  • Agent did not follow KB-mandated 5-press pairing method for WHW01 nodes (universal_mesh_node_management.md violation)
  • No verification of WAN/Internet connectivity on parent node before troubleshooting child node
  • No firmware version check or update guidance provided (universal_firmware_update.md omission)
  • Repeated questions about light status and long silences disrupted call flow
  • Premature hardware fault conclusion without exhausting KB troubleshooting steps
Positive Highlights
  • Correctly identified model (WHW01) after prompting
  • Guided basic reset procedure (though incomplete)
  • Provided clear next-step recommendation (node replacement)
Agent Errors / Gaps
  • Incorrect pairing procedure: WHW01 requires 5-press method, not basic reset (KB contradiction)
  • Failed to verify WAN/Internet connectivity (protocol violation)
  • No firmware check or update guidance (KB omission)
  • Repeatedly asked same question about light status without actionable steps (inefficiency)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the node was defective and told the customer to purchase a new one without resolving the issue or offering an RMA, leaving the core problem unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about reset duration and observed LED behavior but skipped key steps like verifying firmware, checking for proper mesh pairing via 5-press method, or confirming if the node was already paired in the app.
R3 Not Met Correct resolution path conf 95%
Agent failed to determine warranty status or initiate an RMA for a likely in-warranty hardware issue (WHW01), instead instructing the customer to buy a new node — a clear misalignment with support policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (non-responsive node with solid blue light) and asked about reset attempts, but did not follow a logical diagnostic sequence (e.g., check app status, firmware, pairing method).
T2 Met Appropriate tools / resources used conf 80%
No remote tools or logs were available, and the agent used verbal guidance consistent with KB procedures (e.g., reset duration, LED interpretation), which was appropriate given the constraints.
T3 Met No misinformation conf 95%
Instructions to hold reset 10–20 seconds and interpret solid blue as ready are technically accurate per universal_factory_reset.md; no incorrect technical claims were made.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but repeated questions about light status, had unexplained silences, and failed to set clear expectations or summarize findings.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not confirm understanding, adapt to customer confusion, or check comprehension after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, attempted troubleshooting, and did not transfer — demonstrating ownership despite suboptimal resolution path.
O2 Not Met Proactive follow-through conf 90%
Agent provided no realistic timeline, follow-up plan, or support path beyond 'buy a new node,' failing to establish any actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
A confirmed hardware fault (unresponsive reset button, inconsistent LED behavior) warranted an RMA or escalation, but agent offered no valid support path, violating escalation protocol.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, dismissed customer effort ('maybe I prematurely called'), and ended with no acknowledgment of frustration or inconvenience.
X2 Not Met Tone & rapport conf 90%
Agent used a flat, transactional tone throughout and failed to adjust pace or style despite customer confusion and repeated attempts.
X3 Not Met Overall experience conf 90%
Customer had to repeat model and serial numbers, perform multiple resets without guidance, and navigate app menus alone — increasing effort unnecessarily.
Call Transcript27 turns · 28 lines
Speaker 2
Welcome to Links' 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.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. Hello, thank you for calling Links' technical support. This is Charm. How can I assist you today?
00:00
Speaker 1
System on trying to reconnect to my new router.
01:00
Speaker 2
All right. So, you have a new modem from your internet service provider, is that correct? And this Linksys router is working before, correct? And how many Linksys router do you have ma'am? Two nodes. And one of the nodes is already hooked up to the modem, or to the new modem. All right. Did you wired it already to the modem, ma'am, one of the node? [silence]
01:00
Speaker 1
I have an Ethernet cable and it's plugged in and I'm right beside the modem. Just exploring that. Funny enough, now it's red, but it was blue forever, but it's just red. Yeah. Uh, Serial number is two, five, F-1, R. Yep. Okay.
02:00
Speaker 2
yes, all right. and mail was your internet service provider Explorer, can you tell me what's the light status or what's the light off the linksys router that was connected to your modem, solid red? Is it solid red? Mm-hmm. all right. Can you provide the model number of your, can you provide the model number and the serial number of your linksys router,
02:00
Speaker 1
Zero, M, 3H-CD906227. [silence] There's nothing that says model number. [silence] As a MAC address, password, recovery key. [silence] Oh. [silence] Model up top. WHW01. [silence] I should snap out now. [silence] Yeah, just checked today. [silence]
03:00
Speaker 2
Got it, one moment here. Can you see the model number? Got it. For one moment. And this modem, Mazma. Is it, I mean, updated already from your internet provider? I mean, from your internet service provider. Okay. I repeat the serial number and correct me if I'm wrong, the serial number that you provided to me is two five S as in Sam or F as in Frank. All right, one zero, M as in Mary, three eight B as in Bravo nine zero six, two seven seven. Is this correct? Okay.
03:00
Speaker 1
Did do, I did. I believe I did. What's on, I unplugged, I've tried to reset, I've tried to re-hook up, it just keeps saying and honestly this is the first time it's gone red. So maybe I'm getting somewhere. so uh probably five times for 10 to 20 seconds.
05:00
Speaker 2
and did you reset this, this router, remember, or the modem? [silence] Oh, what troubleshooting have you done? [silence] Oh, yes. What troubleshooting have you done so far? Whit Delinks this router. Mhm. [silence] Oh, I [silence] I see. So, um, you mentioned that you press the reset button, ma'am. How long did you hold the reset button?
05:00
Speaker 1
I'm just looking at my app. Now, I might be getting it. Not sure, but something different has popped up. It says configuring your Wi-Fi network. I think I did it. So, if I have one node set up, I just do the same thing with the second node. The right device, yeah. Okay, for some reason, it says low is ready. I think it's ready.
06:00
Speaker 2
Mm-hmm. All right. And your full number, is it connected to the Wi-Fi? All right. Um, yes, on the second note, Ma'am, you just need to move it closer to the main node, like three to six feet away. Mm-hmm. And once you're on the dashboard, uh-huh.
06:00
Speaker 1
Just let me, it says getting router settings. But it also says no device is connected to your Wi-Fi. One node online. I guess maybe I got it. It's like a a green, not a blue. I mean I could to it. I'll just go to it on the computer. Seems like it's working. [silence] But it's go to the go to the, you go to sign, workflow. We're getting, okay, it's, is the Wi-Fi cough cough coupe working or no? It seems like it's working.
07:00
Speaker 2
what's the light status now of the main node RAYMOND PALMER right so yes ma'am it's already connected and try to open any application or any website and see if the internet is working [silence] what's the light status now of the main node what's the light what's the light status now of the main node [silence] [silence] all right so yes ma'am it's already connected and try to open any application or any website and see if the internet is working
07:00
Speaker 1
Maybe I prematurely called you. uh Um, settings. Where do I go? I see internet router. Uh oh oh sorry set up new products and that'll do me the other one. Can I disconnect Can I disconnect this one or I have to keep them both connected. [silence]
08:00
Speaker 2
All right. So if you want to add the child node, then you just click the three lines at the upper left corner of the screen, then you will see the setup new node. Did you click the three lines at the upper left corner of the screen? Yeah. Yes. Yes, ma'am. And if still there is a problem, um, it should be [silence]
08:00
Speaker 1
Okay. All right, so I'm going to hit set up new mode. Node, I should say. Do I have to reset the new mode? No. Um it's a a blue, solid blue. One's a solid green, one's a solid blue. Uh blue. [silence]
09:00
Speaker 2
Both connected. Both are connected but you can connect the child node wirelessly, ma'am. So once it's connected, then you can unplug it and relocate the child node to the other area you want to relocate it. What's the light status of the other node, ma'am? Both of them are solid blue. Before you set it up earlier, what's the light status of the other node, the one that is not hooked up to the modem? Are they both solid red? Or one is solid blue or...
09:00
Speaker 1
one is solid, green. One is solid, blue. Well, the one we just set up, the very first one is a solid green. The other one is a solid, blue. Oh, move on. They should, I think. Yeah. Yeah. But on my app, it says one node. [silence]
10:00
Speaker 2
If they are both solid blue then, it means that they are all connected already. though they have the same model numberYes, ma'am. The light status, even if it's solid green or a solid blue, it means that they are all connected or they're all both online. okay. So when you, just to confirm, when you plug
10:00
Speaker 1
[silence] Blue. Solid blue. It's always been blue. The one we haven't connected. [silence] It's green. No, it's green. Yeah, that was the first time it turned red, yeah. No, it's blue. It never went red. I'll try and reset it now.
11:00
Speaker 2
earlier when you contact us, the light status of the main node, the one that is connected to your modem is solid red. Correct? You mentioned earlier. No, ma'am. What I mean is before you set up using the linksys app, the light status is solid red. How about the other one, ma'am? Is it solid red earlier or still blue? Oh, I see.
11:00
Speaker 1
All right. OK. It's still blue. No, it's just blue. So, if, if that's the thing, do I have to directly connect it to the wi-fi? [silence]
12:00
Speaker 2
All right. Okay, cool. for the other one. Try to press and hold the reset button for 10 to 20 seconds, and let's see if the light will respond. All right. So it's still blue. It doesn't turn off or any blinking color. So if if that's the same, ma'am, since you already pressed your reset button and the light did not went off, just set a proper expectation that node might have a hardware issue.
12:00
Speaker 1
I did, yeah. [silence] I'm still holding it, but it's not directly connected to the box either. Yeah.
13:00
Speaker 2
If the light status will not turn off or the router or the node will not turn off, the device might be defective already. So, did you press and hold the reset button? Hard. Can you press it harder? I'm let's check if it will respond. Yes, ma'am. Only the main node should be connected directly to the box. And this other node, you can add it wirelessly.
13:00
Speaker 1
Yeah, it's not changing. Um no, that's okay. Um if I disconnect the other node from the Wi-Fi and hook it up later, it should still work? Okay. Okay. All right, thank you. I don't think they know what they're talking about, but go figure I call them.
14:00
Speaker 2
So, since the light is not changing, ma'am, there is a hardware issue on that child node. So what I can highly suggest to you is you need to purchase a new one. Um, yes, ma'am, it will still work, but make sure that it will hook it, um, it will hook up hook it up to the modem. All right. Thank you so much also, ma'am. Have a good one. Bye for
14:00