V2 Rubric Detail — bfc6a7c0-716b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 14:31
Duration
9m 49s
Contact
James Mxwell
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134943
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall26.1% (-29.9)

V2 Grader Summary

The agent failed to conduct proper troubleshooting, establish ownership, or escalate despite a clear unresolved connectivity issue. While technically accurate in basic statements, the lack of diagnostic progression, continuity, and customer effort reduction resulted in a complete failure to resolve or appropriately advance the case.

V1 Case Analysis

Customer reports solid-blue WHW0303 mesh nodes but devices cannot connect or stay connected. Agent advised testing modem via Ethernet and offered to email Wi-Fi Fixit guide. No reboot, LED verification, or node-specific checks performed. Issue unresolved.

Troubleshooting Steps
  • Collected customer contact and device information
  • Advised testing modem with direct Ethernet connection to rule out upstream issues
  • Suggested checking child node placement for signal strength
  • Offered to email the Wi-Fi Fixit self-help guide
Key Observations
  • Agent correctly identified the need to test modem signal via Ethernet, aligning with KB guidance in velop_wifi_connectivity.md Step 2.
  • Agent failed to follow the standard mesh troubleshooting flow: no reboot, no LED status verification beyond initial report, no placement optimization, and no use of 5-press method despite WHW03 being a supported model.
  • Agent prematurely escalated to paid support at [08:00] without exhausting basic diagnostics, violating escalation protocol for in-warranty or eligible devices.
  • Customer expressed frustration and intent to switch brands at [09:00], but agent did not acknowledge or de-escalate per Angry Customer Protocol in universal_escalation_guide.md.
  • No confirmation of email address before promising to send guide, risking delivery failure.
Positive Highlights
  • Accurately collected customer name, phone, email, model number (WHW0303), and serial number (A20M38A0707).
  • Correctly advised testing the modem with a direct Ethernet connection to isolate upstream issues, per KB guidance in velop_wifi_connectivity.md Step 2.
  • Identified that all nodes show solid blue LEDs, confirming they are online and paired.
Agent Errors / Gaps
  • Did not perform or guide customer through the standard mesh troubleshooting sequence (reboot modem and router, verify LED states, check placement) as outlined in velop_wifi_connectivity.md.
  • Prematurely offered paid support without completing basic diagnostics, implying inability to assist even if device is in warranty.
  • Failed to acknowledge customer's frustration and intent to switch brands, missing opportunity to apply Angry Customer Protocol (acknowledge, apologize, escalate).
  • Did not confirm the customer's email address before committing to send the Wi-Fi Fixit guide.
  • Did not attempt to use the 5-press method (supported on WHW03 per universal_5press_models.md) to generate diagnostic logs or escalate to engineering.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends the call threatening to switch brands; no resolution, RMA, or valid escalation was achieved.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped core troubleshooting steps (reboot sequence, firmware check, web UI login) and did not verify WAN connection or test at modem despite customer having no connectivity.
R3 Not Met Correct resolution path conf 95%
Agent defaulted to paid-support upsell without determining warranty status, ISP-provisioned device eligibility, or attempting best-effort OOW troubleshooting per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (devices disconnecting) and asked for model/LED status, but failed to pursue root cause (e.g., PPPoE, CGNAT, firmware) or validate connection path.
T2 Not Met Appropriate tools / resources used conf 94%
No use of diagnostic tools: did not guide customer to log in to web UI (http://myrouter.local), check WAN status, or test speed at modem — all essential for this issue.
T3 Met No misinformation conf 97%
Agent correctly stated solid blue = online and that modem issues can affect Linksys; no technical inaccuracies were made.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but failed to set agenda, structure troubleshooting, or manage transition to escalation; call ended abruptly with sales pitch.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated information clearly, and avoided technical jargon; communication was accessible.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — instead pushed paid support and allowed customer to disengage without resolving or escalating.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline given; only vague offer to email a generic guide with no follow-up commitment.
O3 Not Met Closure confirmation conf 93%
Agent re-asked for serial number and ignored customer’s mention of prior contact, breaking case continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation despite persistent connectivity issues after reset and solid blue LEDs — a valid trigger per KB (e.g., 'cannot access internet after full mesh troubleshooting').
E2 Not Met Escalation prep & handoff conf 94%
No escalation executed, and customer was not informed of any engineering follow-up or ticket creation.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'I totally understand your concern' but did not acknowledge repeat-contact frustration or threat to churn.
X2 Partially Met Tone & rapport conf 89%
Agent maintained neutral tone but used scripted responses and failed to adapt to rising customer frustration.
X3 Not Met Overall experience conf 95%
Customer repeated name, email, and serial; agent added friction by introducing paid support instead of streamlining help.
Call Transcript20 turns · 20 lines
Speaker 1
What? Hi, um, I need some help. I'm not sure what's going on. I've got um a system and I've got...
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 more about your service options, press two. 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. Hi, thank you for calling Linksys. This is Eugene, I'm going to help you today.
00:00
Speaker 1
Like, my main mesh and then I got a couple child nodes and I'm showing strong, Wi-Fi signals, but then we are still having problems with getting devices connected. And I have reset the system, several times and nothing is, nothing is happening. Like I'm sitting, Yeah, like I'm sitting right next to a router, my phone just keeps going back and forth and my wife's having connectivity issues, the TV says it won't connect. I, we're just having problems all over the place. No, it's been a while but I've called before.
01:00
Speaker 2
the multiple devices won't connect to the network. OK. So I totally understand your concern about sure, but is this your first time calling us for support? And are you calling from?
01:00
Speaker 1
James Maxwell, M-A-X-W-E-L-L, 618-823-6104, James Maxwell81[silence]@yahoo.com.
02:00
Speaker 2
my I know your first name and last name? James. Can you spell it for me your last name? and your callback number James? and your email? So it is J-A-M-E-S M-E-X-W-E-L-L 81@yahoo.com.
02:00
Speaker 1
8 X W E L L. Correct. three. Give me just a moment. All right. Serial number is 20 J.
03:00
Speaker 2
yeah at yahoo.com and how many each dices do you have sir in total can you please provide the serial number of the parent node
03:00
Speaker 1
a20 M 38 a 0 7 0 7. yes. Shaktman. very light indicator. they're blue. yes.
04:00
Speaker 2
Okay, so the model number of your Linksys device is WHW0303, right? And who is your internet service provider? Spectrum and what is the light indicator of your links devices? Yeah, so the parent node and the child nodes are all solid blue, which means they are working so they are online. [silence]
04:00
Speaker 1
I get that it's just weird why it's like I'm next to the parent node and my Wi-Fi is not bouncing back and forth. I go to our basement node and it just completely continuously disconnects. and when I pull it up in the app, it shows it has a strong signal. [silence]
05:00
Speaker 2
OK now before we proceed with your concern [' '],
05:00
Speaker 1
Well, if that's the case, we'll do it one time, because this is what I have and I'll go buy another system. And I'll buy something else other than LinkSys. It is... it is... it is hardwired to it. And I have reset the a computer to wire directly to the modem. Our computer does not have that type of connection.
06:00
Speaker 2
well shooting yeah or maybe maybe have you tried to check also your modem wired a device directly to it to check your signal strength possibly your modem might possibly go up yeah do you have a computer computer or a laptop that has an ethernet port which we can use to wire directly to the modem yeah to test the device
06:00
Speaker 1
[silence] but I have to have a HD or an ethernet cable to go from a computer to the modem, yes? Well, our computer does not have an ethernet connection. Well, again, I'm standing in, I'm upstairs with a parent and it's not bouncing back and forth. I go downstairs to our base...
07:00
Speaker 2
Yeah, because you mentioned earlier that you already reset your Linksys mesh, but the issue continues. So this time, you need to also check your modem first. That possibly caused the issue. So you need to make sure that the modem is also providing a good signal strength. Because our Linksys devices are dependent to the modem who provides Internet.
07:00
Speaker 1
my modem it and it keeps disconnecting but the basement modem is showing good signal so I'm I'm five feet away from our parent node no issues zero issues I go but it well and on the app it shows a good signal strength and that's my problem I don't know if one of the nodes is bad okay [silence]
08:00
Speaker 2
that it might be the signal strength. Make sure also the placement of the Child Mode have a good signal strength. You can actually check that one on the web interface because if you're going to proceed with the paid support sir, we can't guarantee that we can resolve your issue. Yeah because by purchasing the service, it's one time, it's non-refundable technical support.
08:00
Speaker 1
That's fine. I will, I will, uh, I will most likely go with a different brand if I can't get support. I'll go spend my money elsewhere. Again, I'm at this time, I'm not paying for support. I'll go buy a competitor system. Okay. Thank you.
09:00
Speaker 2
up to 60 minutes so. But of course, yeah, but we can also send our Wi-Fi Fixit series guide that has a quick and easy solutions for commons out-of-warranty issues via email. So we have a support site. We have also a lenoxa agent there to guide you. Okay. So I totally understand that, and just feel free to call us back if you need any further assistance. Bye for now. [silence]
09:00