V2 Rubric Detail — c7862028-603e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:56
Duration
5m 34s
Contact
Hector Lopez
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132284
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Mesh-Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall29.0% (-31.0)

V2 Grader Summary

The agent confirmed the WHW03 V2 nodes were out of warranty and offered a $15 paid service or an emailed guide, but failed to provide any best-effort troubleshooting despite the customer’s inability to set up the mesh. No diagnostic steps, tool use, or concrete next steps were provided, resulting in an unresolved case. While factual information was correct, the lack of technical engagement and customer support effort led to multiple unmet indicators, particularly in resolution, ownership, and experience.

V1 Case Analysis

WHW03 V2 mesh nodes, out of warranty, unable to add nodes; offered paid support or emailed setup guide, no troubleshooting performed.

Troubleshooting Steps
  • Checked warranty status via serial lookup
Key Observations
  • Agent did not attempt any basic mesh‑node troubleshooting before proposing paid support.
  • Warranty status was correctly identified but the agent immediately moved to a paid‑service offer.
  • Customer was only given a self‑help option (email guide) without any concrete steps during the call.
Positive Highlights
  • Collected required customer information (name, email, serial, model).
  • Accurately identified out‑of‑warranty status.
  • Provided the option to receive a self‑help guide via email.
Agent Errors / Gaps
  • Skipped essential troubleshooting (reset, pairing, LED verification) for mesh node addition.
  • Prematurely offered paid support without first confirming a free resolution path.
  • Did not provide any immediate setup instructions or verify the node's LED status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the setup issue; only offered a paid service or an emailed guide without completing the configuration.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken—agent did not ask about pairing method, firmware version, or perform any remote guidance despite the customer describing a solid blue LED and failed app setup.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device was out of warranty but failed to provide best-effort troubleshooting (e.g., factory reset, web UI setup, 5-press method) before offering paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause (e.g., firmware mismatch, app sunset, need for web UI) or ask relevant diagnostic questions beyond model and serial.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used—agent did not direct customer to http://myrouter.local, check firmware, or attempt web-based setup despite app failure and known WHW03 v2 limitations.
T3 Met No misinformation conf 99%
Information provided (out-of-warranty status, $15 fee, offer to send guide) is factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent collected basic info but failed to set expectations or control the call flow; interaction lacked structure after initial data collection.
C2 Met Confirmed understanding conf 94%
Agent used simple language, confirmed customer details clearly, and avoided technical jargon appropriate for a novice user.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disengaged after quoting a fee, offering no self-service troubleshooting path during the call despite the customer’s clear need for help.
O2 Not Met Proactive follow-through conf 95%
No specific timeline or action was promised—only a vague offer to email a guide, with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was within L1 scope for best-effort support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but transactional; no acknowledgment of customer frustration or effort in setting up three-story mesh system.
X2 Partially Met Tone & rapport conf 91%
Agent maintained a steady pace but did not adapt to customer’s uncertainty or repeated self-corrections; missed cues for confusion.
X3 Not Met Overall experience conf 94%
Customer was left to self-serve after minimal assistance; agent introduced financial friction without first attempting resolution.
Call Transcript10 turns · 11 lines
Speaker 1
Oh, yeah. Yeah, hi. I was just wondering, my company, they sent me a Linksys mesh system to use, because I guess I have three stories in my house. And they sent me like three...
00:00
Speaker 2
Welcome to [Name] Support. To ensure quality service, your call may be monitored. For in-ware products, our support team is available to help with performance and hardware issues. Register your product by visiting register.[Name].com. Please have your device serial number ready. For assistance, press 1 now. For out-of-ware, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-ware product, paid support option may be available depending on the issue. [silence] name is [Name].
00:00
Speaker 1
I like, long little devices. It looks like these little, um, satellite, I don't know what they're called, officially. Um, and that's all they sent. They didn't send like a router or anything like that. Um, and I'm kind of trying to connect them, but I'm sort of having trouble. I'm not too sure what to do. I've tried to look on the support stuff and follow the instructions on the app, but, um, it doesn't seem to work. Uh, yeah, the one that I have plugged into the router right now, um, the serial number is 20022M34B088085. and what's the model number? Oh,
01:00
Speaker 2
okay. can you give me the serial number and model number of that? [silence] the model number
01:00
Speaker 1
Model number is W-H-W-03-V2. Hector Lopez. Um, A-T-X-R-E-N-E at gmail.com? Yes, perfect. Um, Xfinity. [silence] Do you know how much UPS charges for fragile package? [silence] I am going to pick that. [silence] Thank you.
02:00
Speaker 2
What is your first name and last name? So I can create a record for you. and what's your email address. Let me read it back to you. So that's A as in apple, T as in Tom, X as in X-Ray, R as in Robert, E as in Edward, N as in Nancy. E as in Edward at gmail.com. Who is your internet provider? [silence] (Asher, what is the light of the Lynx's main tower?)
02:00
Speaker 1
turn it on I thought I had it on I mean oh look at that it just turned on right now a little blue light yeah it's sort of it's a solid blue light right well it's [silence] yeah it's [silence]
04:00
Speaker 2
Yes, who are you, so we know who gave us the number, starting up. All right, it's restarting now. Let me check the symbol number, Okay. Here you go. I got the serial number result now. Based on the serial number that you provided, it's showing that your WHW03, the model number of your nodes, your nodes. It's showing that it's out of warranty.
04:00
Speaker 1
Um... Can I do it myself without you helping me? Yeah, can you do that? Okay, cool. Thank you. All right. Appreciate it. [silence]
05:00
Speaker 2
But for out of warranty devices if I'm going to assist you with this you'll be charged $15 non-refundable. Are you okay with that? You can also do it yourself. Yeah, I can send you the guide and how you can do the setup. If you want, I got your email here, so I can send it to that email. I'll do that.
05:00