V2 Rubric Detail — cbd5153e-6e7c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 20:56
Duration
12m 33s
Contact
Harri Rampergas
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134349
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected_WHW01
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall38.9% (-17.1)

V2 Grader Summary

The agent accurately conveyed out-of-warranty policy and provided a next step via email, but performed no troubleshooting, failed to acknowledge the customer’s repeated-contact frustration, and ignored prior history. No technical progress was made toward resolving the red-light node issue, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports two WHW01 child nodes showing red LED and disconnecting. Agent confirmed out-of-warranty status, offered $15 paid troubleshooting or an email self-help guide. Customer chose email; agent will send step-by-step instructions after the call.

Troubleshooting Steps
  • Asked whether Wi-Fi was turned on
  • Collected model information (WHW01, MX2000)
  • Discussed warranty status and support options
Key Observations
  • No standard mesh-node troubleshooting (reboot, reset, 5-press/pair button) was performed despite the issue being a common red LED scenario.
  • Warranty information was inconsistent — child nodes out of warranty, parent node in warranty, but no clear explanation of how this affects support.
  • Agent repeatedly pitched a $15 paid-support option despite the customer’s expressed frustration and history of unresolved issues.
  • Customer’s repeated calls and frustration were not fully acknowledged or empathized with.
  • Agent failed to verify serial numbers or confirm access to the web interface before offering support paths.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Clearly presented the paid-support option and the free email self-help alternative, allowing the customer to choose.
  • Collected the basic model information (WHW01, MX2000) from the customer, which is relevant for troubleshooting.
  • Agreed to provide a follow-up email with step-by-step instructions, offering a self-help path after paid support was declined.
  • Did not block safe basic guidance behind payment — offered a free self-help option when the customer declined paid support.
Agent Errors / Gaps
  • Failed to follow the Velop node troubleshooting flow (LED check, power-cycle, reset, 5-press/pair-button) as outlined in velop_wifi_connectivity.md and universal_mesh_node_management.md.
  • Did not verify warranty status before offering paid support — the agent stated the child nodes were out of warranty but did not confirm this via serial lookup or provide evidence.
  • Provided inconsistent warranty messaging: implied child nodes are out of warranty but parent node is in warranty [10:00], without clarifying whether this impacts support eligibility.
  • Did not give any immediate technical steps; only offered an email after the call, despite the customer being capable and willing to follow instructions live.
  • Asked irrelevant question at [02:00] about turning Wi-Fi on, which does not apply to a node with a solid red LED — per KB, solid red indicates no internet or hardware fault, not disabled Wi-Fi.
  • Failed to collect or confirm serial numbers despite the system prompt and KB requirement for warranty verification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; issue remains (child nodes with red light), and no RMA, valid escalation, or troubleshooting was performed to resolve it.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken (e.g., reboot, LED check, WAN test); agent skipped troubleshooting entirely and moved straight to policy discussion.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status and offered paid support or email guide, but failed to provide any best-effort troubleshooting as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent repeated the symptom but asked no relevant diagnostic questions (e.g., modem status, cable check, firmware) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., KB, admin interface, speed test, logs); agent relied solely on warranty lookup without technical validation.
T3 Met No misinformation conf 98%
Information about out-of-warranty support and $15 fee was accurate; no technical misinformation was provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves and confirmed next steps, but failed to set clear expectations early or maintain structured control of the interaction.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated for clarity, and confirmed understanding of the email delivery process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent created a record and offered a path forward (email), but did not take ownership of resolving the technical issue or attempt any fix.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the customer would receive an email after the call and instructed them to check it, setting a concrete next step.
O3 Not Met Closure confirmation conf 93%
Customer mentioned multiple prior contacts; agent ignored history and did not reference any past cases or avoid re-asking known details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the request was for OOW troubleshooting and the agent followed correct policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized but did not acknowledge the customer’s expressed frustration about repeated unresolved issues or long-term dissatisfaction.
X2 Partially Met Tone & rapport conf 82%
Agent maintained a polite tone but did not adapt to the customer’s emotional state or pace; missed opportunities to build rapport or de-escalate fatigue.
X3 Partially Met Overall experience conf 84%
Offering an email guide reduces future effort, but agent required serial number repetition and did not streamline support despite customer’s history of repeated calls.
Call Transcript24 turns · 25 lines
Speaker 1
What happened there? Hi, I, I do. My name is Harry Van Gredash. How are you today?
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, paid support may be available, depending on your issue. To hear more about your service options, press two, 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. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you today? Oh, I'm sorry. No, no. I've got stuck. Okay. Okay. I just wanted them to give me the sense of who they are. Oh, I'm Rio, and I'm with Linksys Technical Support.
00:00
Speaker 1
Good, good to hear that you're doing good. My laptop went off of Wi-Fi, the two nodes, you know, the main node is on, but the other two disconnect. It is red light right now for a couple of days. I unplug it, unplug 'em back in and it's, I just now, after overnight, and it's still come back right on. How many device, sorry, say it again, one more time please? Three. Three. One main node and three, two, yes. Yes.
01:00
Speaker 2
Oh, uh, sorry, if I may after, how many total links of devices you have? For links, for links, how many links devices do you have or how many notes you have? Sorry. So, okay, so for your two child nodes, they are disconnected to your network. It shows red light.
01:00
Speaker 1
Yes. yes. Well yeah you say it perfectly. Yeah a lot of people can say it good. Yes. Yeah. That's even that's a main note. not right. As the most important thing. no I think it's little different let me give you the model number. Yeah let me give it that's big easy yeah. It's a little bit king for sure and model is WHW01.
02:00
Speaker 2
uh we chat for a few minutes I apologize you experienced this issue uh. uh. sir. uh. uh. can you turn on your Wi-Fi?
02:00
Speaker 1
01. oh I'm sorry I'm sorry I'm sorry I'm sorry I'm sorry two 02.05 F 68 be like boy one eight six two three.
03:00
Speaker 2
uh okay and then the parent node is MX 2000, can you confirm to me the what is the serial number for one of your child node, is there that's the model number.
03:00
Speaker 1
That's one of the notes. The other 1 is difference in number. Sure, sure. Now take your time. Yeah, Yes. [silence].
04:00
Speaker 2
ok just let me just take a look let me create frazzle record for the child notes that you have there sir okay bear with me are you still with AT&T okay okay
04:00
Speaker 1
I don't know. I don't remember for a couple of years, but I always had this um since I bought them, I called so many times because I always have problems. But now I less problem, but still the same problem I go through every time. When I bought them brand new, and I always keep calling back so many times for the same issue. You know, always went off, went off, went off, went off. Yeah.
05:00
Speaker 2
Sorry how long have you been using these [silence] child [silence] nodes? Because here I was uh I was [silence] yes sir I was able to create a record for you in the system. However, just to set proper expectation here, the link to devices or the nodes that you have here is already been out of warranty. Now for out of warranty devices here, we no longer provide free technical assistance. If by chance you wanted to pursue or [silence]
05:00
Speaker 1
Tell me. You can send me email and go through the process, right? So I can do it myself, if I want. Or I can pay $15 and you do it for me.
06:00
Speaker 2
uh trouble shooting through the phone we can still provide you one time phone support lasting only for 60 minutes but there would be a fee for that that's $15. if by chance or you don't want to pay $15 for the trouble shooting we can provide you free technical assistance however I can do only is send you an email step by step procedure on how you can add back your child nodes to your connection so it will work what which one do you prefer? Yes sir. Yes you can do it yourself yeah. Uh I'm gonna walk you through already sir but I'm not gonna do for you. I'm gonna walk you through the process but still you are the one who is going to do that.
06:00
Speaker 1
And that's that's that's no charge. Huh. That's no charge too. Right. If you walk me through it. Well, $15. Hmm. Walking me through. Now if this goes back again, what's gonna happen? I don't mind paying the $15. It's just money. If it's going to happen again in a week or two more days, what's going to happen another $15 again? Yeah, so my point is I'm saying, does this even want to come with you $50 like like another six months, another three months, another six weeks. You know what I mean? That's what I want to know. If not, you better off send sending me through with the email. You know what I'm saying? If you send me
07:00
Speaker 2
sorry, that that's $15 sir. Good. $15 walking you through. If by... okay. Yes, sir. If you're going to call us back again next time and ask for a troubleshooting guide, walk you through. That will be another $15, sir. An un...
07:00
Speaker 1
And a step-by-step note on the email, I can do it myself. I mean, so many times I did it back, um, you know, I just have to bring back memory. Actually, um, actually, um, uh, you can send me the email. and if not, let me try because I did them like maybe 10 times with you guys in the past. So I have an idea. I just have to if you walk me, um, send me the email, I can um, I can go through it. Thank you. Yeah. Of course, I want to thank you very much. Okay. Want to thank you for your help and I really appreciate your honesty. And that's why I love you guys. Because you're just you you just so honest and you say "listen, I don't I don't know how to do this".
08:00
Speaker 2
Unfortunately sir we cannot guarantee you that if even if you wanted to. Go ahead. Okay, got it sir. Uh give me just three minutes after our call you can just refresh your email. You'll be able to receive it. Okay? All right. You're welcome sir. [silence]
08:00
Speaker 1
[silence]
09:00
Speaker 2
okay. yes, sir. so yes sir. again, after our call you'll be able to receive the troubleshooting guide okay? alright anything else, sir, aside from this? [silence] yes, sir. thank you so much also, sir. and you have a nice day. Okay. Can you provide to me what's the serial number for that parent node? How long have you been using this main node, sir? Yes, sir. For the parent node, it's still in warranty.
09:00
Speaker 1
Good to know that. Okay, good. I'm gonna thank you again very much, and I'll look for the email. And if there's anything, I will call back, you know, and if any, if, um, like I said, I did it more than 10 times already with you guys on the phone. So, I should be able to, um, refresh my brain back, you know what I'm saying? Okay. Let me check one second. And I can always, like I'm just saying something, there is no obligation. I can stop, use this if I needed to and just go back to my AT&T, right? Okay, good.
11:00
Speaker 2
Okay. Uh-uh. Yes, sir. You can now check your email and then you can release the line, sir, once you receive it. Yes, sir. If you don't want to use your LinkedIn devices anymore, you can just unplug it.
11:00
Speaker 1
light, sure, okay, I think nothing come yet, let me see, okay, I got it, I got it, I wanna thank you again very much and I will take care that feedback for you, okay, you too, you take care, bye
12:00
Speaker 2
tag them, remove it, and then you can continue other routers. Okay, alright. Yeah. Thank you, sir. You have a nice day ahead. Bye bye for now.
12:00