V2 Rubric Detail — c5e0b35c-6f46-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 21:01
Duration
8m 17s
Contact
Bonnie Joy Kaslan
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication1.25/5
Ownership2.14/5
EscalationN/A
Customer Exp0.00/5
Overall28.0% (-2.0)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered the appropriate paid support option, but performed no troubleshooting, showed no empathy, and failed to take ownership. The customer was left to call back later without resolution, clear next steps, or effective communication, resulting in an unresolved case with significant customer effort.

V1 Case Analysis

Customer reports two WHW01 child nodes showing solid red. Agent confirmed out-of-warranty status, provided incorrect support URL ("link cis dot com"), failed to capture email despite customer spelling it, and immediately offered $15 paid support without any troubleshooting. Customer will call back to arrange payment.

Troubleshooting Steps
  • Collected model number (WHW-01) and serial number (25F10605926770).
  • Checked warranty status via serial lookup (out of warranty).
Key Observations
  • Agent provided an invalid support URL: 'link cis dot com' at [01:00], which is not a Linksys domain and contradicts KB guidance (support.linksys.com).
  • Failed to capture customer email despite clear phonetic spelling at [05:00] — a critical protocol failure.
  • No troubleshooting performed for solid red nodes, which is a required first step per KB (velop_wifi_connectivity.md, Step 1).
  • Offered paid support before any diagnostic steps, violating standard protocol for hardware fault cases.
  • No empathy or acknowledgment of customer frustration after months of unresolved issue.
  • Long silences and lack of call control reduced communication effectiveness.
Positive Highlights
  • Correctly identified product model (WHW-01) and serial number.
  • Accurately determined out-of-warranty status using the serial number.
Agent Errors / Gaps
  • Provided an incorrect and invalid support URL ("link cis dot com").
  • Failed to record customer's email despite explicit phonetic spelling.
  • Did not perform any basic troubleshooting for red node issue (power cycle, reset, LED check).
  • Offered paid support without first attempting standard troubleshooting steps.
  • Lack of empathy and poor call control (silences, no recap, no acknowledgment of frustration).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was achieved; the agent offered a paid session for future troubleshooting but did not resolve the red node issue during the call.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (reboot, LED verification, admin UI check) were performed despite the customer describing persistent red lights and connectivity issues.
R3 Met Correct resolution path conf 97%
Agent correctly identified the WHW01 as out-of-warranty and offered the documented $15 non-refundable paid support option, aligning with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for model/serial and contact info; did not diagnose symptoms, prior actions, or root cause (e.g., firmware, placement, PPPoE).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (e.g., admin UI at 192.168.1.1, speed test, LED status verification) were used, despite being essential for mesh node issues.
T3 Met No misinformation conf 98%
Information about warranty status and the $15 paid support fee was accurate and consistent with Linksys policy for out-of-warranty devices.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set a rough expectation (call back with payment, 30–60 min session) but failed to structure a clear troubleshooting plan or maintain control during disjointed exchanges.
C2 Not Met Confirmed understanding conf 94%
Agent’s speech was garbled (e.g., 'China lumber or? Real lumber'), repeated requests for name/email, and provided no clear explanations or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent deferred all troubleshooting to a future paid session and did not take ownership of diagnosing or attempting to resolve the issue during the call.
O2 Partially Met Proactive follow-through conf 90%
Agent advised the customer to call back in about an hour with payment, but no firm appointment, timeline, or follow-up commitment was established.
O3 Met Closure confirmation conf 97%
Agent collected and recorded the model number (WHW01) and serial number, creating a case record for this first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was an out-of-warranty hardware concern, appropriately handled via paid support path.
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 95%
Agent showed no empathy or acknowledgment of the customer’s frustration over nodes being red for months and repeated failed self-troubleshooting.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to the customer’s tone or confusion; communication remained fragmented, with unclear phrasing and repeated information requests.
X3 Not Met Overall experience conf 96%
Customer was asked multiple times for name and email, and was forced to call back later, creating unnecessary repetition and delay.
Call Transcript13 turns · 15 lines
Speaker 2
welcome to lynxiz 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 lynxist.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 service options press 2 if you're experiencing issues with your lynxist products and it's no longer under warranty paid support is available for a minimal non-reundable fee this includes up to 60 minutes of phone support with our technical specialists if your product is found to be defective no refund or replacement would be provided please stay on the line to proceed with the paid phone support or get help from our AI powered support bot
00:00
Speaker 1
Excuse me. I'm calling Linksys, correct? Aum, okay. Uh I called the other day and I am trying to try to determine the lifespan of a Linksys system. I have um a parent node and two little nodes. And both and I have had to get a new a A&T modem. And the parent node is hooked up and says, you know, the network, but the two other ones are red, no matter what I do. One in particular has been red for three months even before I had to get a new modem. And I'm trying to figure out the life span.
01:00
Speaker 2
Support some support link cis dot com. You can also connect with other users for tips and guidance at redit dot com slash R slash linksys. You have a big call. Next, this is Sardar, look out. Yeah, linksys. [silence]
01:00
Speaker 1
So if you could give me some guidance, because I've tried everything, troubleshooting myself. I've called, I've reset. I've done everything it says, and they now, not only one, but both of those child nodes, quote unquote, are red. They do not function. So do you have any, Yeah, no, these are these are probably five years. These are probably five years. But the one, I mean, one I was ready to replace. Then all of a sudden the same thing, the second one went red. One's been red, and I've been trying to deal with for probably three or four months on my own. And the other one has to now gone in a red mode or dead mode, uh, I guess um, probably since I hooked up the new modem. And yet the parent mode is green and is working, and then every, when I go on my phone, it says vel up system for, you know, node number two and number three. Uh, it, it keeps set in, then sometimes it'll say red and it'll say connected to, um, what does it say? Connected but no internet. So, I don't think they're working, I don't know what to do. I really do. It's an older system. I can give my you model numbers and everything else, but I don't know how to handle it. Sure. Matter of fact, the one that started the whole thing, the one that was supposed to be at the back of the house and giving us the most coverage. The problem child. All right, let me give you that and figure out, uh,
02:00
Speaker 2
Yeah, can you give me the serial number and model number?
03:00
Speaker 1
I have everything. I probably have a whole file on this now. So I do appreciate your, because I figured out do I have to get a and when I've okay, wait a minute, hang on. I've got to go to a different part of that. All right, so the little guy is hooked up in right next to the parent node which is green. So this is the one that's misbehaving. And I can give you the parent one too. All right, so this guy says, um, it's the model number you want? So it says W. Yeah, okay, I can give you all of that. Okay. All right, so model number is that W H W-01 and it probably was part of a three-pack, you know, the big three-pack. The serial number on this is two five F as in Frank 1 0 6 0 5 9 2 6 7 7 0 .
04:00
Speaker 2
So there, was it China lumber or? Real lumber. Yeah, Oh, the lumber and the suralement.
04:00
Speaker 1
[silence] and I've done everything. Oh yeah. My first name is Bonnie Joy, B-O-N-I-E, J-A-S, L-A-N as in Nancy. Coslan. K-A-S as in Sam, L-A-N as in Nancy. Coslan. Part of my name. Bonnie, B-O-N-I-E at Coslan, K-A-S-L-A-N.com.
05:00
Speaker 2
What is your? First name and last name so I can create a record for you. [silence] One more time with your last name. [silence] And what is your email address? [silence] All right, checking that. [silence] Okay, based on the serial number that you provided here, it's showing that your Linksys WHW01 that's out of warranty, and for out of warranty devices, we're going for a charge $15, non-refundable, okay with that? $15 non-refundable, whether problem fix or not, that's still going to be $15 and I cannot guarantee I can fix the problem.
05:00
Speaker 1
And I need five minutes to get there. So that only gives us about [REDACTED_PAYMENT_DIGITS] minutes. So, should I call back and and uh pay, you know, make the arrangements to pay you the [REDACTED_PAYMENT_DIGITS], one five, $[REDACTED_PAYMENT_DIGITS], which is fine by me, and we can see if we can fix both of these little nodes. So, do you think we need probably half an hour or so? Okay. Okay. Okay, then let's do this. Let me go to my appointment, then I'll bring and I'll call back. And should I have both unoperating nodes in the same place, like near the parent one when I call back? Okay. Okay. So, I appreciate so it's going to be [REDACTED_PAYMENT_DIGITS]$ per the hour and for troubleshooting and try to fix this to determine if I have to buy a new one, which I don't want to. So, um, I appreciate your time and I will call you back probably. I'll call back to your company probably about an hour or so and I'll have my credit card and we can take
07:00
Speaker 2
Troubleshooting might take 30 to one hour, sometimes more than that. Better, yeah.
07:00
Speaker 1
We get the if and I'll bring the other node out. So we can work with that to I thank you very much at least for this guidance. Okay? All right. All right. Thank you. I'll call back. Thank you again. Bye bye.
08:00
Speaker 2
All right. Thank you so much for understanding. Hope you have a good one. Bye-bye.
08:00