V2 Rubric Detail — c2385c1e-6357-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:33
Duration
15m 26s
Contact
James Labaza
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132621
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall46.2% (-11.8)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting or provide best-effort support for an out-of-warranty device, stopping at warranty verification. No diagnostic steps were completed to isolate the issue, resulting in no progress toward resolution. Despite accurate information and ownership, the lack of technical engagement leads to an Unresolved outcome.

V1 Case Analysis

Customer with WHW03 mesh (3 nodes) reports no internet and solid red LED on all nodes; device out of warranty. Agent offered paid support or emailed step-by-step mesh rebuild instructions. Customer chose email option. Compatible MX5300 model suggested as replacement.

Troubleshooting Steps
  • Collected serial number and confirmed model WHW03.
  • Confirmed LED status (solid red) on main node.
  • Verified warranty status as expired.
  • Offered email with step-by-step mesh rebuild instructions.
Key Observations
  • Agent skipped standard troubleshooting steps (modem check, power cycle, full mesh reset) despite customer reporting solid red LED on all nodes, which per KB indicates WAN/internet failure.
  • Agent quickly shifted to paid support offer after confirming warranty status, but provided a valid free self-help alternative (email instructions).
  • Technical guidance was accurate: no wrong URLs, reset procedures, or firmware claims. Email instructions align with KB guidance for full mesh rebuild.
  • Agent correctly identified MX5300 as a compatible replacement model when asked, demonstrating product knowledge.
  • Communication was transactional; minimal empathy or acknowledgment of customer frustration.
Positive Highlights
  • Accurately collected serial number and confirmed warranty expiration date based on system lookup [10:00].
  • Correctly offered a free self-help alternative (email with step-by-step instructions) instead of insisting on paid support [11:00].
  • Successfully collected customer name and email for follow-up, ensuring operational continuity [12:00].
  • Technical guidance was factually correct: no wrong URLs, reset procedures, or firmware claims. Email instructions align with KB guidance for full mesh rebuild [universal_mesh_full_rebuild.md].
  • Correctly identified MX5300 as a compatible replacement model when asked, per product compatibility guidance [13:00].
Agent Errors / Gaps
  • Failed to perform basic diagnostic steps such as modem power cycle or full mesh reset (e.g., 5-press method on all nodes) despite customer reporting solid red LED, which per KB requires WAN/internet verification and full rebuild [09:00–10:00].
  • Did not interpret or explain LED behavior beyond confirming it was red; missed opportunity to guide customer through red-light troubleshooting per KB [08:00].
  • Over-relied on scripted paid-support pitch without attempting safe, basic triage that could have been offered regardless of warranty status [10:00–11:00].
  • Provided no immediate actionable steps during the call, leaving customer dependent on email for resolution [11:00–12:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any real troubleshooting; only offered an email with instructions or a paid session without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked about LED status and reset duration but skipped essential steps like power cycling modem and router, checking WAN cable, or testing at the modem — no meaningful advancement toward resolution.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., factory reset, power cycle, setup restart) as required by OOW standard; stopped help at warranty check.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified red LED and prior reset attempt but did not ask about modem status, internet at modem, or perform logical root cause analysis; troubleshooting was minimal.
T2 Met Appropriate tools / resources used conf 97%
Agent correctly used internal tool to verify warranty status, which informed the support path decision.
T3 Met No misinformation conf 98%
All provided information (warranty expiration, MX5300 compatibility, email follow-up) was factually accurate and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic flow but had disjointed phrasing (e.g., 'I wish you a seven-hour') and failed to set clear expectations about limitations of free support.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language but did not adapt to customer’s frustration or technical level; responses remained transactional and scripted.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction, did not transfer, and committed to sending instructions and offering paid support if needed.
O2 Met Proactive follow-through conf 97%
Agent clearly stated: 'expect an email from me within three to five minutes' — specific next step with timeline.
O3 Partially Met Closure confirmation conf 88%
Agent acknowledged prior contact but did not reference any case history or prior resolution, missing continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent did not attempt full troubleshooting that might have revealed a need.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized and was polite but did not acknowledge the customer’s repeated issues or express empathy for the recurring problem.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a courteous tone but did not adjust pace or style to customer’s evident frustration; interaction remained rigid.
X3 Partially Met Overall experience conf 88%
Email instructions reduce future effort, but agent re-asked for serial and email despite customer already providing them, increasing effort.
Call Transcript19 turns · 20 lines
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 reset.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... Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Thank you for contacting Linksys.
00:00
Speaker 1
Hi, gonna present you. If you just one second, let me turn the other thing off so it doesn't present you with your challenge of the day. All right. I have I have a unit here. Let me try to turn up the volume on this one without cutting this off. Okay. I have a unit here with a ah model number of WH W 03. It's the module mesh unit. I have three nodes and my internet, which is spectrum uh,
06:00
Speaker 2
Hello, to keep your call and make this technical support. This is Jordan. How can I assist you with today? Yes, ma'am. Mm-hm.
06:00
Speaker 1
A couple days ago, went down for, I don't know, I think it was about 24 hours. And it completely knocked out uh my uh local internet to where I have uh no uh internet. I have the spectrum internet, but I don't have my nodle internet, which was which is also running running my security cameras and stuff like that. And uh last time I called you, it was a similar situation quite a while ago, and you helped me get back online, and I'm hoping uh this will happen again. Okay, you'd like uh serial number on each one of them.
07:00
Speaker 2
And I wish you a seven-hour, Mr. Dave. How can I assist you with this concern? Before proceeding, sir, kindly provide the serial number of your links as router.
07:00
Speaker 1
the one closest to okay the here are you prepared to copy okay uh two zero j 1 0 c six 1 8 3 8 7 4 0. okay uh bright red yellow say that again I'm sorry. well I've tried to reconnect uh I have a new computer with Windows 11 and it had like auto connection and stuff like that but uh to no avail uh all I could do
08:00
Speaker 2
Yes, please. Got it. Okay, and can you tell me, sir, what's the light status of this main node, the one that is connected to your modem? It's red. I see. And what troubleshooting have you done so far, sir? Uh what troubleshooting have you done so far with your Linksys router? Mhm.
08:00
Speaker 1
I've dug out my old router. Yes. Yes. I've unplugged. Yep. Little red button. Number of times. Well, I held it in there for at least 10 or 15 seconds until I got a real either black or deep purple color. And then it sat there for a while, but then came back red. All right.
09:00
Speaker 2
Well, how did you know we lost the messengers last time? Okay. All right. So, did you unplug and plug it in, sir? From the power source. All right. And also... Did you press the reset button? All right. For how long did you press the reset button, sir? Is it 10 seconds, 20 seconds? All right. Thank you so much for the information. Please bear with me. All right. Let me double check it here, Sir. Okay. So, based on the information that I have here, Sir, with this serial number that you provided to me, I've been checking here, this device was already out of warranty last September 19, of 2021. And for the out-of-warranty device, Sir, I do apologize. But I could not provide a free troubleshooting or [silence]
09:00
Speaker 1
Now, which agent was that? Oh, okay. Why don't we, why don't you send me an email identifying the steps then let me try that first and if that doesn't work, I'll call back and request that other.
11:00
Speaker 2
However, if you insist, I can provide a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes but you need to pay for $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want to proceed with the payment, what I can do here is I could send you an email instead a step-by-step instruction on how to set it up again and connect it back to your modem and also you may consider trying our Lincus AI agent for guidance. And it is free of charge. Which one would you prefer? It's , uh, Lincus AI agent, sir, an AI. Mhm.
11:00
Speaker 1
Yes, the uh, and uh, and to get that, that's going to be interesting. I'm going to have to reconnect the old router to do that. Uh, okay, it's going to be uh, J L A B A Z A at aol.com, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, James Labasa. [silence]
12:00
Speaker 2
Alright, now, wait sir, I will send you I'll send you the step by step instruction and for me to do that, wanna kindly provide your best email address? Uhuh. Got it. So, it's J_Labaza@AOL.com, got correct? I see. And also sir, can you provide your first and last name? Got it. Okay. So expect an email from me, sir within three to five minutes after we end the call and you may follow the steps and if there is a problem, then you may contact us back and you will you may proceed with the $15.
12:00
Speaker 1
Okay. Let me ask you one other question. Now what would be a comparable new unit [silence] if I opted to buy it? [silence] MX [silence] MX [silence] fifty three hundred. Is that a module matching? Is that three modules? Okay. And [silence]? Okay. And [silence] what do you have off hand? [silence] What?
13:00
Speaker 2
okay you may wish to connect their ppstart MX 5300 sir that's compatible with yeah MX 5300 yes sir yes it's um it's a mesh. yes there is there are two there are three back there one back depending on which one would you want to purchase.
13:00
Speaker 1
the cost is correct yeah okay okay and you're sending those instructions again okay I appreciate that okay thank you very much and okay all right what's your name again
14:00
Speaker 2
There might be some software update from your internet service provider. That's why it got disconnected to the network, sir. Since you mentioned that there is an internet outage happened before it got disconnected, correct? Now, maybe that's the reason why it got disconnected to your modem. So you need to set it up again. Yes, sir, I will send it to you, sir, a step by step instruction on how to do it. All right. So expect an email from me, sir, within three to five minutes. All right. Thank you so much, sir and have a good one. Bye for now.
14:00
Speaker 1
Say that again. Oh, Chuarm, nice. Okay. Thank you very much for helping me. Uh, you too. Take care. Bye bye.
15:00
Speaker 2
This is Charm, sir. Charm. It's C-H-A-R-M. Alright, you're very much welcome, sir. Have a good one.
15:00