V2 Rubric Detail — c8864b40-6676-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 15:52
Duration
10m 50s
Contact
Robinson Okoye
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133252
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided providing any substantive troubleshooting or support due to out-of-warranty status, despite being expected to offer best-effort guidance per OOW standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provide technical guidance, or demonstrate ownership of the blinking-red node issue. Instead, they defaulted to selling paid support and sending generic email instructions, violating the OOW best-effort standard. No diagnostic steps, tools, or clear next actions were used, resulting in an unresolved case and a critical failure due to avoidance.

V1 Case Analysis

Customer reports three WHW03 Velop nodes blinking red after Spectrum modem replacement. Agent incorrectly stated solid green means online (KB: solid green = powered/booted, blinking red = pairing/firmware issue). No troubleshooting performed; agent promised to email setup guide without verifying email (okoyeopeters@gmail.com).

Troubleshooting Steps
  • Advised that nodes must be re-configured after modem replacement
  • Offered to email a setup guide
Key Observations
  • Agent misheard model number as 'H-A-W-0-0-3 rotation 2' (ASR/accent artifact; context supports WHW03).
  • Agent provided **incorrect LED interpretation**: solid green ≠ online (KB: solid green = powered/booted; blinking red = pairing/firmware issue).
  • No troubleshooting performed (no reset, power-cycle, or pairing attempts).
  • Agent failed to confirm customer's email address despite multiple corrections (recorded as 'opeter.gmail.com').
  • Agent cited out-of-warranty status without system lookup.
Positive Highlights
  • Correctly identified that a modem replacement requires mesh reconfiguration.
  • Offered a free self-help email guide instead of forcing paid support.
Agent Errors / Gaps
  • **Technical inaccuracy**: Incorrect LED interpretation (solid green = online).
  • No troubleshooting performed (contradicts KB guidance for blinking red nodes).
  • Failed to verify customer's email address before promising to send a guide.
  • Did not document warranty status via system lookup.
  • Did not clarify the correct reconfiguration steps (e.g., 5-press pairing, factory reset).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the blinking-red node issue; only offered paid support or email guidelines without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed (e.g., power cycle, re-pairing, checking WAN connection); agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 96%
Agent refused to assist due to out-of-warranty status instead of providing best-effort troubleshooting per OOW standard (e.g., factory reset, setup steps).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only for serial number and email; failed to identify root cause through diagnostic questions about node placement, prior steps, or modem handoff.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote session, dashboard check, speed test) despite needing to verify node status and internet connectivity.
T3 Partially Met No misinformation conf 90%
Correctly noted that modem replacement may require reconfiguration, but incorrectly claimed no help could be provided due to warranty status.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure, had long silences, and abrupt transitions; agent lost control when customer expressed frustration.
C2 Not Met Confirmed understanding conf 93%
Agent used scripted responses and did not adapt language or check understanding despite customer confusion about warranty and next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by pushing paid support and email-only help instead of guiding through setup or troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No clear timeline or action plan given; only a vague promise to send an email after the call ended.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
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 94%
Agent showed no empathy; responded transactionally and failed to acknowledge customer’s frustration over $300 device and lack of support.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, scripted tone and did not adjust pace or style despite customer’s repeated confusion and emotional distress.
X3 Not Met Overall experience conf 93%
Customer had to repeat email address multiple times; agent failed to confirm or use information efficiently, increasing customer effort.
Call Transcript16 turns · 19 lines
Speaker 1
Be careful. Hi, how are you? OK, I have a Spectrum service in my house, so I just changed the modem. I'm on the phone. [silence]
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, 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. Thank you for calling Linus. This is ice. How can I help you? I'm fine, sir. How can I help you? [silence] All right. Can you provide me the serial number of your Linux router?
00:00
Speaker 1
Yes.
02:00
Speaker 2
and it's 2 0 J for John, 2 0 m for Mike, 3 4 a for apple. 1 8 5 2 0. Is that correct? Sure. And the model number of that product you can you check. H-A-W-0-0-3 rotation 2 all right. And how many uh mmm. Yes. we too uh how many how many - does he have? So three: one parent node and two child nodes. And both of, both of but uh those three nodes are all blinking red. Also the green uh one that know does a green light is it when that con connected to a spectrum modem? And then
02:00
Speaker 1
I know you are there you can send to waste all the way there's nothing okay I don't know my name 1st name is Robinson last name is Okoyen
04:00
Speaker 2
If it's showing already a solid green there, it means that particular node is already connected and online. So your two child nodes are blinking red. Are they beside your parent node or are they far away? You mentioned that you have you got a new modern from Spectrum. Yeah. All right. Since you got a new modem, you will have to reconfigure again your nodes. meaning you have to set them up again. Now, I'll create a record for you. May I have your name?
04:00
Speaker 1
O Okay, O W-E as in Edward, okay. My last name, OK O-form purposes at gmail.com. O Purpose, O P-E-T-E-R-S, up yours at gmail.com. Yeah.
05:00
Speaker 2
Robinson, and your last name is? [silence] hold on. Yes, okay. [silence] thank you. Robinson, uh, what about your email address? Okeye@. [silence] oh Peters@gmail.com [silence] or Oy Peters.
05:00
Speaker 1
No. Okoye opeters. Okoye opeters @gmail.com. Ooh Peter's. Oh first. Oh Peter's. Yes with s. Peter's with s, yes @gmail.com. Yes.
06:00
Speaker 2
right your last name Lucy Oyebele and then Peters at a J Mail dot com alright so it's just the letter OC and then Peters. Peter alright thank you Peter at J Mail dot com. You mentioned that your internet service provider for Spectrum. Alright. Okay uh Robinson. Since uh you get a new modem from Spectrum as I mentioned before you need to uh set up again for reconfigure your nodes or mesh system. Now upon checking our system we found out that
06:00
Speaker 1
[KEEP_UNCERTAIN] a I have to do what so you guys don't provide after-sale service somebody buy something from me says that's warranty can't provide after-sales support does that make sense what you said now does that even make sense so I bought this thing now spent almost a $300 and I say it's out of warranty so if it's out of warranty don't you provide all you need to do is just to boot the system or something so what am I supposed to do throw it away and buy another one what is your question
07:00
Speaker 2
[silence]bots since 2012. R [silence] Brat [silence] [OK]. Hold on. Hold on. [silence] You've been using this know. [silence] Correct?
07:00
Speaker 1
Yes. I mean yes. Now. Yes. warranty warranty means this thing if it broke let's say this thing is broke now hold on one minute hold on one minute And the payment is how much? Yeah, send it to my email. Send, okay, you can send it to my email. Send it to my email.
08:00
Speaker 2
You pay, that's the paid support because your product is already out of warranty, it doesn't mean that your product is broken, it only means that I could not assist you, really. Okay? I can only assist you if you pay for paid Connect service. If you don't want to pay, Robinson, I can just send you the guidelines on how to set up again your notes. That's an email support and that's and that's free. Would you like that? All right. All right, so Robinson, I'll send the guidelines to your email opeter.gmail.com. So, just check there then we'll know if you
09:00
Speaker 1
Can you spell the email? Can you spell the email that you sent it to? Can you spell that email that you presented it to? I'm not seeing it in my email. Did you send this yet? Okay, okay. Okay. Okay, all right. Thank you.
10:00
Speaker 2
check your email for the guidelines that I'll be sending and you can also go to our site this is not because we have Lynch Lynch agent or support assistance that you can use and yeah NOT I haven't sent it yet as we're still recording once we end a call. Once we end a call, that's the time that I'll be sending the email You're welcome. Thank you for calling. again, take care, bye.
10:00