V2 Rubric Detail — b5187768-6455-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:51
Duration
46m 33s
Contact
Silvester Gondek
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132865
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (10 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided standard diagnostic troubleshooting (reboot, LED check, speed test) despite clear symptoms and immediately defaulted to out-of-warranty options without attempting best-effort resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting on a WHW03 V2 with a solid red/pink LED after reset — a known escalation trigger per KB. Instead, they immediately cited out-of-warranty status and offered passive options without attempting best-effort support. While warranty information was accurate, the lack of technical engagement, escalation, or empathy resulted in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reported no internet and pink LED on WHW03 V2 after reset. Agent misidentified LED state, repeated incorrect serial number, and offered only an emailed setup video without troubleshooting. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly interpreted the pink LED as 'setup mode' (KB states solid purple is setup mode for WHW series; pink is not a standard state).
  • Agent repeated a clearly incorrect serial number back to the customer: '20J4J4H, 20M for Mary, 33B for Brian, 22077' at [40:00], while customer said '20J20M33B22077'.
  • No troubleshooting steps were performed despite a clear connectivity issue and customer's ability to test other devices.
  • Call ended abruptly without confirming understanding or next steps, followed by repeated 'hello' attempts at [46:00], suggesting possible disconnection or confusion.
Positive Highlights
  • Collected customer name, email, and ISP information accurately.
  • Clearly communicated out-of-warranty status and available support options.
  • Offered a concrete next step (emailing a setup video) which, while insufficient, provided some direction.
Agent Errors / Gaps
  • Repeated an incorrect serial number back to the customer at [40:00], which undermines data integrity and trust.
  • Provided factually incorrect technical information by stating a pink LED means setup mode (per KB, solid purple is setup mode for WHW series).
  • Failed to perform any troubleshooting steps such as checking WAN connection, power cycling modem/router, or guiding through app setup.
  • Did not verify customer's access to the Linksys app or web UI before offering a video guide.
  • Ended call without confirming customer understanding or ensuring the next step (email) would be received, followed by apparent disconnection and repeated 'hello' at [46:00].
  • Misidentified the product as a 'Linksys printer' at [39:00], showing initial confusion about the device type.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered email with video link but did not resolve internet connectivity issue or initiate any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (reboot, speed test, LED check) were performed before shifting to out-of-warranty options.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified device was out of warranty and presented available options, but failed to attempt best-effort troubleshooting expected for OOW devices per rubric.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically, skipped diagnostic questions (e.g., modem status, firmware), and failed to determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote diagnostics, admin UI access, speed test verification) were used despite the need for evidence-based troubleshooting.
T3 Met No misinformation conf 99%
Agent accurately stated warranty status and correctly described the three support paths available for out-of-warranty devices.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent collected basic info and maintained call flow but lost control by prematurely offering options without establishing a troubleshooting path.
C2 Met Confirmed understanding conf 94%
Agent used plain language (e.g., 'pink means setup mode') and avoided technical jargon, adapting to customer understanding level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent collected customer data and committed to sending an email, but avoided hands-on troubleshooting, abdicating ownership.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to send an email but provided no timeline or confirmation of follow-up, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation made despite a clear hardware symptom (solid red/pink LED after reset) that meets KB escalation triggers.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred, so no details were provided to a higher tier or communicated to the customer.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent briefly apologized ('I'm sorry') but did not acknowledge customer frustration, repeated effort, or emotional state meaningfully.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a neutral tone but did not adapt pacing or engagement style to customer’s fragmented speech or evident stress.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and personal details; agent did not leverage known data or reduce steps, increasing customer effort.
Call Transcript18 turns · 40 lines
Speaker 1
[silence]
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 depending on your issue. To hear 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
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05:00
Speaker 2
Thank you for calling Linksys. This is Carl. How may I help you?
38:00
Speaker 1
Sure, hold on. which will I have. I hold for you wanted for over our I'm using the linksies valve. I purchased this few years ago. spent about 250 dollars on it and it was no problem until this morning. Salon is top working. I tried to reset. I tried to let go everything and unfortunately still you're working out with it. Yes. I did check my internet connection because I have some our wire are connection options for to my TV and they are both working. The internet is working properly. So I'm hoping you can help me solve this issue. yes. Yes.
39:00
Speaker 2
Okay, so your main concern right now sir is um you lost internet connection using the um Linksys printer, correct? And it just suddenly stopped working, okay? before we continue, let me just create a record for this, um have you called Linksys before? Um
39:00
Speaker 1
I had before, but this was the first one that I purchased that was like more advanced and better quality, I guess. yes. So, the serial number is 20 J20, M as in mother, 33 B as in boy, 22077. That's correct. and then model number is WHW03 V2.
40:00
Speaker 2
okay. so, this is the first time. okay. so let me just create a record for this thing. can I have the model number and serial number of this router? okay, that's 20J4J4H, 20M for Mary, 33B for Brian, 22077, correct?
40:00
Speaker 1
8 uh Comcast. want vanilla seven, seven, three, four, one, six, four, six, eight, two. one, one second. I bought one, let's take it's bold vanilla. Sylvester just like Sylvester Stallone and my last name is Gun deck G O N D E K D as in David, E is an elephant, K as in the King. it's my last name, gandek29@gmail.com.
41:00
Speaker 2
and who's your internet service provider? Okay. Bert can I have your phone number, sir? Okay. All right. And how about your first name and last name? Mm-hmm. G0 N. N. Okay, it's Gundy. How about your email address? Okay. Right. Thank you so much for this information. Again, your router is a WH W03.
41:00
Speaker 1
yes how many what wait just one all just one yes red red or like not right its pink yes that correct I tried to reset the router yes yeah after many reconnections connections I tried to reset it because yeah I was the last option before I called you
42:00
Speaker 2
And your main concern right now is no internet connection using this router. And your internet provider is Comcast. And by the way, how many nodes do you have? How many nodes? How many routers? Like how many WHW0s? Only one? Okay. And what is the color of the light on the node router? [silence] It's red. Okay. It's like more on pink, right? So you mentioned that you reset the router earlier, right? Okay. All right. Let me just
42:00
Speaker 1
Okay. Okay. Okay, I understand. [silence] Okay.
43:00
Speaker 2
The light is *red. I'm sorry. Pink, that means, sir, that the router is set up mode. Not set up. Okay. So we are going to set it up. Since it's not yet set up. Because when you do the reset, it will erase whatever settings that you set up on the um router. Okay. So, okay. So, before we start for any troubleshooting um let me just inform you about the um status of your router. It shows it here in our system that your router is already out of warranty. Okay? And complimentary phone support is no longer available. Okay? But we do have different options for out of warranty Lennox products. The first option is you can take advantage of our AI toll
43:00
Speaker 1
No, that's fine. Let's use the second option. That's correct. yes number two, number nine at gmail.com.
44:00
Speaker 2
That can be found on our website support.linksys.com. Our second option is I can send you an email with a link to a video that you can follow on how to set up this router, okay? Well, our third option, this is our paid connect service. This is a one-time nonrefundable. Okay, no problem. So let me just send you the email. Again, the email is gone 29 at gmail.com. Okay. Okay. So let me just create an email. Sure, okay.
44:00
Speaker 1
okay good thank you for help okay okay thank you bye bye have a good night
45:00
Speaker 2
all right bye bye forget it forget it what I meant is good night all right good night good night have a great night alright goodbye okay good bye today you too good night have a great night [silence] Hello. Hello sir. Hello. Hello sir. Hello. Hello sir.
45:00