V2 Rubric Detail — c9579d74-6358-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 16:40
Duration
10m 51s
Contact
Dylan Wardo
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132618
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child nodes lost connection
⚠ Auto-Zero applied: Agent avoided troubleshooting and steered the customer toward a paid service without attempting a solution (Avoidance/Evasion).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided technically inaccurate information, and defaulted to a paid service offer without attempting resolution. Despite the device being out of warranty, best-effort support was required but not delivered, resulting in an unresolved case and triggering an auto-zero for avoidance of problem solving.

V1 Case Analysis

Customer reported two WHW03 V2 child nodes offline with red/pink lights. Agent acknowledged out-of-warranty status but provided no valid troubleshooting, gave incorrect URL (lint.com), and failed to create a case or verify any steps. Ended call promising an email without confirmation.

Troubleshooting Steps
  • Asked if customer had performed resets or moved nodes
  • Announced device was out of warranty
  • Offered paid support and an email with a video guide
Key Observations
  • Agent provided the dangerous and incorrect URL 'lint.com' at [10:00], which is not a Linksys domain and could expose the customer to phishing or malware.
  • Agent repeatedly misheard and garbled customer name, phone number, and email, indicating severe communication breakdown.
  • No actual troubleshooting was performed—agent only asked if resets were done and suggested moving nodes, but did not guide through 5-press or Pair button method.
  • Agent failed to create or reference a HappyFox case, violating protocol for out-of-warranty support tracking.
  • Call ended without confirming whether the customer understood next steps or would receive the promised email.
Positive Highlights
  • Correctly identified the product model (WHW03 V2) and serial number (20J20M3C900890) from customer input.
  • Accurately stated the device was out of warranty based on system information.
Agent Errors / Gaps
  • Provided an unsafe and incorrect support URL ("lint.com") at [10:00], which is a severe accuracy and compliance risk.
  • Failed to perform any structured troubleshooting for mesh node reconnection (no 5-press or Pair button guidance).
  • Repeatedly misheard and incorrectly repeated customer name, phone number, and email, leading to data inaccuracy and poor communication.
  • Did not create or cite a HappyFox case number, violating case management protocol.
  • Abandoned technical support after announcing out-of-warranty status without offering any safe self-help path beyond a vague email promise.
  • Failed to verify any outcome or confirm the customer's understanding before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered a paid service and promised a video email but did not resolve the red-light node issue or confirm recovery.
R2 Not Met Diagnostic thoroughness conf 95%
No structured troubleshooting was performed; agent skipped modem test, LED verification, and reboot sequence outlined in KB.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status and immediately offered paid support instead of providing best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause, skipped diagnostic steps (e.g., modem test, WAN check), and did not follow logical symptom-based flow.
T2 Not Met Appropriate tools / resources used conf 95%
No KB tools, remote diagnostics, or standard procedures (e.g., Step 2 modem test) were used; agent relied solely on sales script.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL 'lint.com' instead of 'support.linksys.com' and misrepresented support options without referencing KB.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to set expectations or guide interaction; call shifted abruptly to paid service without framing or transition.
C2 Not Met Confirmed understanding conf 90%
Agent used generic, scripted responses and did not adapt language or confirm understanding despite customer’s repeated issues.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by redirecting to paid service without attempting any fix, violating customer ownership principle.
O2 Met Proactive follow-through conf 90%
Agent committed to sending an email with a video link within 5–10 minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first call; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue type and agent’s 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 90%
Agent showed no empathy for recurring issue or customer frustration; no acknowledgment of repeated node failures.
X2 Not Met Tone & rapport conf 90%
Agent maintained a transactional tone, ignored customer’s emotional state, and failed to engage or adjust pacing.
X3 Not Met Overall experience conf 90%
Customer had to repeat model/serial number and was not guided through a simple fix, increasing effort unnecessarily.
Call Transcript18 turns · 19 lines
Speaker 1
Astronautique. [silence]
00:00
Speaker 2
Welcome to Lynx 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 lynxus.com. Please have your device serial number ready. For assistance, press one now. For out of Warranty products paid support please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of Warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
This message has been transcribed. Hello? Hi. I am having an issue with 2 out of my 3 no-
02:00
Speaker 2
[silence]
02:00
Speaker 1
Yes, two out of the three. Um, like the one's online and then the other two just have the red dots and I've, I've reset them, I've unplugged them. I've still don't know what's going on. Yes. Yes. Yes. Um, this is my first time calling. Yes. Two seconds. [silence]
03:00
Speaker 2
okay so two out of three right okay all right so the only device that is uh working right now that is online is just the parent node or the main node right okay so the other two the child nodes got disconnected it has like red um light okay so before we start for any troubleshooting um let me just create a record for this have you got linguistics before or this is the first time okay so let me just create a record for this make sure to have the model number and serial number of your linguistics device
03:00
Speaker 1
yep. all right. I have the serial number and the model number. which one do you want first? so 20j20m3c900890. nope. yep. yes. See for Charlie. yes. WHW03 V2. [silence]
04:00
Speaker 2
you can check that at the bottom. Okay. Let's do the serial number first. Okay. So that's two zero J for John 20 M for Mary three and then is it C for Charlie nine, okay, 9 0 0 8 9 0. And how about the model number? Okay. All right. Okay, and whose internet service,
04:00
Speaker 1
I'm pretty sure it's uh I think it's Comcast. 814-753-2892. Yes. Dylan? No. Wargo. W A R G O. Um, so my first and last name? 61 gmail.com. Yeah, 61.
05:00
Speaker 2
Clear, CD, Chris Gregory, delicious. Clar, CD, Chris Gregory, delicious. [silence] Click it. [silence] [silence] Worlds him. You can help also your phone number there. I am. 289. [silence] 2, right? [silence] [silence] [silence] You on first name? DY Alan. [silence] And you about your last name? [silence] And your email address? 61, correct. [silence] [silence] [silence]
05:00
Speaker 1
Yes. Okay. Yes. Um, we've had this problem a few times. So, the one, the one child node doesn't disconnect usually, but our living room one does a lot. And this time they both disconnected, and we just haven't gotten around to calling to help get it fixed. Yes.
06:00
Speaker 2
against Dylan. D. Y. L. A. N. Last name is Wardo. W. A. R. D. O. and then 61 at gmail.com. okay, so again, your main problem right now is um, the two nodes, which is the child nodes, um, got disconnected from the network, correct. And before you encountered this problem, sir, was there any outage? Mhm. Mhm. Okay. So, again, the light on the child node, they're all red.
06:00
Speaker 1
And then when I look in the app, they both say they're offline.
07:00
Speaker 2
Okay. Okay. Okay. All right. So there is a possibility or I'm not sure that the range extender, or no, not the range extender, the two routers, or the two child nodes got disconnected from the network might be that. We need to do a reset on the child nodes, okay? And then reconnect it to the network. Um just to verify sure, um have you done any troubleshooting on your own nodes? Mhm. Okay.
07:00
Speaker 1
Yeah. I would say red. Oh, hold on, no, now it's, sorry, it's like fading and out of red and pink. So yes, sorry, it's not solid red, sometimes it goes into like a second color and then it goes back to red. Yes. Sorry, I'm just, I have not tried that, no.
08:00
Speaker 2
on the child node right now, sir. Is it like more on a red or is it more on a pinkish purple color? It's more on red. You mentioned that you did a reset. When you did the reset, is it just kinda blinking? Have you tried bringing all the nodes sort of to the same location of the parent node? Okay, because for, by the way, sir,Before we do start for any Troubleshooting, let me just inform you about the status of your linksys router.
08:00
Speaker 1
Send me the you need you, send it to me.
09:00
Speaker 2
okay. it shows it here in our system that your device is already out of warranty and complimentary phone support is no longer available. okay. but you don't have to worry we do have options for out of warranty linksys devices. we have our first option as you can take advantage of our AI tool that can be found on our website and that is support.linksys.com. our second option is I can send you an email that will also a link to a video that you can follow how to reconnect your child nodes back to the parent node. okay. and our third option, our third option here is we can um walk you through step by step on how to add the child nodes back to the network. okay. we have this one-time non-refundable technical support that will last after 60 minutes of [silence] holly shooting. This is our paid a connect service. Okay. And that will only cost you $15. $15. This paid connect service Okay. So, you want the video? No problem. So, the email address again that I can send you is Dylan Wierko 61@gmail.com. Okay. No problem. So, just give me like around 5 to 10 minutes to wrap up the email right after our call. Okay. So, again, you can check our website service support at lint.com. You can use our AI tool as well. Okay. So, thank you for calling link sister. This is Carla. Have a great day today.
09:00