V2 Rubric Detail — bbfafcd8-65e3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 22:20
Duration
10m 39s
Contact
Michael Titelbaum
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133171
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting an out-of-warranty device by immediately offering paid support instead of providing best-effort help as required by policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting for a WHW03 mesh system with no internet, despite the customer’s clear issue and repeated details. Instead, they defaulted to paid support options without attempting best-effort steps like a reboot, firmware check, or admin login. This constitutes avoidance of support responsibility, resulting in an unresolved case and an auto-zero for evasion.

V1 Case Analysis

WHW03 Velop mesh shows solid blue but no internet; app cannot connect. Agent collected info, offered paid support and AI tool (incorrect URL), provided ticket number, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power‑cycle modem/router, verify WAN cable, check admin page).
  • Paid‑support options were offered before attempting free, standard diagnostics.
  • Provided an incorrect URL for the AI self‑service tool (supports.linksys.com instead of support.linksys.com).
  • Serial number was captured incorrectly, indicating poor data entry.
Positive Highlights
  • Collected customer name, email, and provided a ticket number for reference.
Agent Errors / Gaps
  • No technical troubleshooting performed despite clear symptom of no internet.
  • Premature upsell of paid‑connect service before basic diagnostics.
  • Incorrect URL given for the AI tool.
  • Mis‑recorded serial number.
  • Failed to verify WAN connection or router status via admin UI.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer reports no internet on all three WHW03 nodes; agent provides no resolution, only paid options and AI tool, and closes without fixing the issue.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skips basic troubleshooting (e.g., modem test, WAN check, reboot) and immediately shifts to paid support options instead of diagnosing.
R3 Not Met Correct resolution path conf 97%
Despite the device being out of warranty, agent fails to provide best-effort troubleshooting (e.g., factory reset, firmware check) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asks for model/serial and ISP but does not identify root cause or perform logical diagnostics (e.g., WAN status, LED meaning, backhaul check).
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., admin UI at http://myrouter.local, speed test, LED status) that are necessary to diagnose a mesh internet outage.
T3 Not Met No misinformation conf 94%
Agent offers no technical guidance (e.g., reboot sequence, firmware update, AP mode check); only discusses paid support and AI tool.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collects customer info and presents options, but loses control by not guiding toward resolution and allowing call to close unresolved.
C2 Partially Met Confirmed understanding conf 86%
Agent uses simple language but does not adapt to customer’s confusion or check understanding; remains transactional and sales-focused.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent does not take ownership; ends call with ticket number and no commitment to follow up or resolve the issue.
O2 Not Met Proactive follow-through conf 96%
No clear next steps given; customer left to self-serve with AI or call back, with no timeline or action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted, as issue could have been resolved at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledges customer frustration, repeated effort, or inconvenience; tone remains impersonal and sales-driven.
X2 Not Met Tone & rapport conf 95%
Agent does not adjust tone or pace to customer’s emotional state; maintains rigid, scripted delivery throughout.
X3 Not Met Overall experience conf 96%
Customer repeats serial number and personal details multiple times; agent does not streamline or reduce effort.
Call Transcript20 turns · 21 lines
Speaker 1
Welcome to. Yeah. My network has stopped working and the Linksys app won't even connect to the routers. So.
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. Please register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] Thank you for calling Linksys. Mrs. Karlah, how may I help you?
00:00
Speaker 1
I don't know what to, well, so I I have three linksys VLOPs things creating a mesh network and none of them are connected to the internet. Yeah. Um, oh, the main mode. Yeah. Yeah, hold up. Let me just look. Um, let's see. Uh, well, it's blue and it's solid blue. And the weird thing is when I turn it off and turn it on. [silence]
01:00
Speaker 2
Okay. So none of your devices can connect to the internet. Okay. Uh-huh. Uh-huh. Yes. Okay. Can you ask the model number and serial number of the Linksys node, like the main node. You can check that. Yes. You can check that at the bottom of the device. What's the color of the light right now on the main node.
01:00
Speaker 1
on, or when I plug it and unplug it, or when I disconnect it from the internet or reconnect it, it just stays solid blue the whole time, which is really odd. So the model number is WHW03, [silence] 20J10CC6772. [silence] Sorry, it's really small. [silence] 9645. [silence] [silence] Uh close. It's 20J1 [silence]
02:00
Speaker 2
Okay. I'll put this here on number, OK, let me just check if I got it correctly, that's 20. L, J for Johnny, a zero. P for Peter, six, seven, seven, nine, six, four, five.
02:00
Speaker 1
So, what's basically um, yeah, so just to let you know how is this is set up. I have a Verizon router, okay? So the Verizon signal comes into the house and the Verizon router is working fine and it's giving it just fine. I just use the Linksys mesh WT it's to extend the Wi-Fi signal all over my house. And so I know the internet is coming in just fine through the Verizon signal. And the Linksys mesh is distributing all this wi-fi, so it is, you know, even though I'm one bedroom away, it just, you know, I kind of just have issues with it. So, the Linksys mesh is you know, you know, setup, connected to Verizon signal. It works fine. It's just one device here and there. And so, if it works with your phone, with your, um xbox or anything like that, would you say yes? Or no. So, just wondering your thoughts. Is there any issues, security issues per se?
03:00
Speaker 2
OK. So after D4 Charlie there's six, seven, seven right? And then nine, six, four, five? OK. OK, thank you. And who's your internet service provider? OK. And how... Go ahead. Uh-huh. [silence] Uh-huh.
03:00
Speaker 1
[silence] fine to the Verizon thing. It's just the Linksys parts aren't working, right? Yeah. six six six oh [silence] two [silence] three three two seven five six one. [silence] Michael Titelbaum. [silence] Yeah. T-I-T-L-B-A-U-M. [silence] Yeah. Yeah. Uh, is my last name at gmail.com.
04:00
Speaker 2
Okay, sir, can I have also your phone number? How about your first name and last name? Can you also spell out your last name, sir? Okay, it's B for Brian, correct? Okay, and how about your email address? Okay, again, that's T for Tango. I, T for Tango, E for Edward, L, B, and then A for Apple, L, U, U for umbrella, and M for Mary, correct?
04:00
Speaker 1
Yes. Yep. Yeah, phones, laptops, iPads, all sorts of things, yeah. Yep. Um, no, it doesn't even connect to the linksys router.
05:00
Speaker 2
Okay. Thank you. All right. And, um, what are the devices connected to the network server, like phones, laptops? um, All right. On your router right now, um, it's con the cable, the ethernet cable, it's connected to the port right above the, um, reset, right? And then on your phone or in your laptop, it shows connected to the Lynsys router, but no internet.
05:00
Speaker 1
Nope. Right, right now I can. Nope. Yeah. Exactly right. Yep. [silence]
06:00
Speaker 2
the only thing that you can detect is the network name from the verizon, correct? But you don't need to worry about it, Sir. We do have different options for out of warranty Lenglis device. The first option is you can take advantage of our AI tool that can be found on our website at support.linksys.com, right? And then our second option is I can send you an email on how to reconfigure the settings of your router. Okay? And then our third option is this is our one-time non-refundable technical support. This is our paid connect service. Technical support will last up to 60 minutes. And in any case, after troubleshooting, if we found out that the device is defective, there will be no refund or replacement, and there's no guarantee also that they will be able to fix the issue. The paid connect service will only cost you $15 for 60 minutes of troubleshooting. Okay? So which one would you prefer? Oh, thank you too.
06:00
Speaker 1
I'm sorry. So if I pay the $15 for the troubleshooting, and it turns out the thing is broken, what happens then? [silence]
08:00
Speaker 2
So which options would you like to proceed? [silence] There will be no replacements or return. [silence] Since it's already out of warranty, there will be no more like replacement. [silence] For the links this app sir, you can use it locally. [silence] We could no longer use it for remote access.
08:00
Speaker 1
Rick, it doesn't work locally. Like it does the thing where it tells me to like go next to the router, it doesn't even recognize it. All right. So maybe I should, I tried resetting it. Yeah. Okay. All right, well I'll see if I can get the AI thing to help me and if not I'll call you guys back. Okay. Okay. Thank you. Okay So what is the ticket number?
09:00
Speaker 2
Because with this type of router that you have, okay? So it probably is a router that needs to be on like, do a reset, properly reset or you may try to like switch nodes. that is one of the of the like okay, no problem. I'll give you a ticket number. Okay. If you all decided to avail our paid connect, just give us a call and provide this ticket number so that we can pull up your record. Alright.
09:00
Speaker 1
Uh-huh. Yep. Okay, LTS 00133171. Got it. All right. I will try this on my own. Got it. I will find it there. Thank you so much. Great. Thanks.
10:00
Speaker 2
Ticket number is LTS zero zero one three three one seven one. Mm-hmm. Okay. Alright, so again sir, the AI is like the one on our website, supports.linksys.com. Okay, you're welcome. So thank you for calling Linksys. This is Cardag. Bye for now. Bye-bye. [silence].
10:00