V2 Rubric Detail — ce93f4d6-6b82-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 02:01
Duration
17m 2s
Contact
Julio Valdez
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134010
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child nodes lost connection from the network.
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication5.00/5
Ownership3.57/5
Escalation5.00/5
Customer Exp1.79/5
Overall50.5% (+14.5)

V2 Grader Summary

The agent correctly identified the WHW03 model and OOW status but failed to perform real-time troubleshooting for the blinking red child nodes. No diagnostic steps were executed, prior case history was ignored, and resolution was deferred to an email, resulting in an unresolved case despite technically accurate information provided.

V1 Case Analysis

Customer (Julio Valdez) reported two WHW03 child nodes showing solid/blinking red LEDs after unplugging. Agent incorrectly stated warranty expired in Jan 2026, prematurely offered $15 paid support, skipped basic troubleshooting, and ended call after promising to email steps. No resolution confirmed.

Troubleshooting Steps
  • Asked if child nodes were within 5 feet of parent
  • Asked if customer tried turning off/on parent node
  • Recommended factory reset and 5-press pairing method (only after paid support declined)
  • Offered to email setup guide
Key Observations
  • Agent incorrectly stated warranty expired in January 2026 — WHW03 launched in 2017; 3-year warranty would have expired by 2020, not 2026.
  • Agent offered paid support before performing any basic troubleshooting, violating protocol.
  • Agent made irrelevant and confusing statements like 'Aqua Sync' and 'Talk Aqua tint at yahoo.com' at [10:00], which appear to be hallucinations or misstatements.
  • Agent failed to acknowledge customer frustration or adjust communication style.
  • No confirmation of issue resolution or follow-up plan established before call end.
Positive Highlights
  • Correctly identified the product model as WHW03 at [06:00].
  • Attempted to locate prior case records using customer-provided case number 15708251.
  • Collected customer contact information including name and phone number.
Agent Errors / Gaps
  • Incorrectly claimed warranty expired in January 2026 — this is factually wrong as WHW03 devices are older than that timeframe.
  • Offered paid support before performing any basic troubleshooting steps (e.g., power cycle, 5-press pairing), violating escalation protocol.
  • Made irrelevant and confusing statements like 'Aqua Sync' and 'Talk Aqua tint at yahoo.com' at [10:00], which are not part of any Linksys process and likely hallucinated.
  • Failed to perform fundamental troubleshooting: did not instruct customer to reboot modem and router, did not verify WAN connection, did not attempt 5-press pairing during the call.
  • Did not acknowledge or de-escalate customer frustration when expressed at [13:00] and [14:00].
  • Ended call without confirming whether the issue was resolved or whether the customer understood next steps.
  • Did not verify serial number correctly — misheard '20M3BS64317' as multiple names (Julia, Mary, boy), indicating poor listening or transcription issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored connectivity; only offered email instructions and paid support without resolving the blinking red issue.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps performed (e.g., power cycle, cable check, reset) despite red blinking indicating disconnection.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified OOW status and offered paid support, but failed to provide immediate best-effort troubleshooting over the phone as expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause; skipped basic diagnostics like checking WAN connection or repositioning nodes despite clear symptoms.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use web UI (http://192.168.1.1), LED guide, or modem test—tools appropriate for red blinking child node issue.
T3 Met No misinformation conf 99%
Correctly stated WHW03 supports 5-press method, warranty expired Jan 2026, and $15 paid support option per KB.
Communication
C1 Met Clear & professional language conf 94%
Maintained call control, gathered model/serial, set expectation about OOW support process and email follow-up.
C2 Met Confirmed understanding conf 90%
Used simple language, confirmed understanding, avoided jargon during model/serial collection.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Did not transfer; stayed on call and offered two resolution paths (email or paid session).
O2 Met Proactive follow-through conf 97%
Clearly communicated next step: email with setup guide within 5–10 minutes.
O3 Not Met Closure confirmation conf 96%
Ignored customer’s mention of prior case numbers (15708251, 105, 633-460) and did not reference any history.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Correctly determined issue was within L1 scope and did not require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Acknowledged customer’s effort but did not express empathy for frustration over expired warranty or need to pay.
X2 Partially Met Tone & rapport conf 86%
Maintained neutral tone but did not adapt to customer’s rising frustration or reassure them effectively.
X3 Not Met Overall experience conf 94%
Forced customer to wait for email instead of walking through reset steps live, increasing effort.
Call Transcript25 turns · 26 lines
Speaker 2
[silence] Welcome to customer support. To improve quality service, your call may be monitored for training purposes. For in-warranty products, our support team is available to help with performance and hardware issues. Please register your product by visiting register. or have your device serial number ready. For assistance, press 1 now. [silence] For out-of-warranty product, please have your device 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, Linksys. My name is Raquel and how may I assist you today?
00:00
Speaker 1
me to do cuz we made, yeah, it's a Wi-Fi. yeah. Well, right now it's red. It's red, like blinking red. And one of them is like solid red, and the other one is solid red, and the other one is blinking. Uh, yeah. yeah. Yeah. Yeah. Unh-unh. Oh, uh,
04:00
Speaker 2
Okay, thank you for that details, Ammanuel what the light on top of this node that you are trying to add? Okay, so it's blinking red. may have its serial number? No, it's red, not others. Okay, so both are disconnected showing red light. May have the serial number of one of this child node? including at the bottom? Is it labeled? [silence]
04:00
Speaker 1
20 M. [silence] J 3. [silence] B S and boy, [silence] A 6 4, [silence] 3 1 7. [silence] The only one I'm having here. [silence] Yeah. [silence] 2 0 J, [silence] like June or July, [silence] 2 0 M, [silence] Mary, [silence] 3, [silence] B, S, and boy,
05:00
Speaker 2
All right, so it's to, uh, okay, let me make sure I got it correctly. So that's two zero J for Julia, two zero M for Mary, number three B for boy, A for alpha, 6 4 3 1 1. Is that correct? Yeah. M. Hmm.
05:00
Speaker 1
Let's see. What's the model number you said? Oh yeah. Oh three, V. Yeah, and then V2. Yeah, I have to...
06:00
Speaker 2
All right, thank you. and let me check it here. It shows the model number at the bottom. Is it WHW03? That's on top of the serial number and the model number. WHW03. all right, thank you. all right, thank you. And you have a total of three nodes, including the master node or the parent node, right?
06:00
Speaker 1
Yeah. That was working fine. Uh, and then, uh, when I go to the other one, the the one I had like a middle range, uh, and unplug it, then, then this one also, you know, when I when I unplug the main one, now they both red and they don't get green, eh ever. So, I don't know. Today, yeah, I had called before. I have a case ID number from like a couple of years ago. I don't know if that's the same or each time you call, it is a different case. [silence]
07:00
Speaker 2
And, okay, the main parent node is working fine, solid blue on top with internet. Is that correct? Okay. [silence] [silence] All right. [silence] Okay, got it. Thank you for that information. And is this your first time calling Linksys? Mm-hmm. Okay. All right, may I have the model number, please?
07:00
Speaker 1
the case number? case ID number. well but that's from like I don't know last time I called my white called after that so I don't know if that's relevant. that's from like a couple of years ago. ah okay okay uh I have like two different ones here. ah won is uh uh 15708251. then I had another case. yeah. I have an earlier one also. yeah. that's even older I think that's uh 105.
08:00
Speaker 2
[HUMAN_REVIEW] Yes, the case number, sorry. Yes, please. All right, so that I can pull up your record here. I'll use that ticket number. Okay. Let me check if I can. All right. It doesn't show any record here. How about the other ticket number or reference number?
08:00
Speaker 1
633-460. [silence] Julio Valdez, death, Victor, Aldes. [silence] 347-239-7357. [silence] Silk.
09:00
Speaker 2
Aqua Sync. Like Sync with a think. with N-E-R-G-K-O If you want to pick out the think. T-I-N-K N-E-R-G-K and sun there.
10:00
Speaker 1
Yeah. Yeah. It's like when you're tinting something. Yes. Verizon? Yes. Yeah. Yeah. I've been on plugged in them, both of them. The parent node and the child node. Uh and that's what I've been doing for the past little while to do is, like, experiment and see if that was like, um, uh, kinda hard to it.
11:00
Speaker 2
Alright. Talk Aqua tint at yahoo.com. Alright, thank you. And Mel, who's your internet service provider? And you are located in US, right? Alright, thank you. And let me check right now. The two child nodes, is it plug-in near to the main parent node? All right, and have you tried like turning off and on the parent node two when the child node are not connecting? Hmm, alright. I see. Okay.
11:00
Speaker 1
"Yeah, it's very close. I actually keep bringing it closer and closer, but it's still nothing. [silence]"
12:00
Speaker 2
So the child nodes right now is it within 5 feet away from the main parent node okay okay okay because the next step the plan for troubleshooting is to properly reset your child node back to factory settings and re-add them using the five press method or using another method that we can add it using our web browser and then for that you just to set your expectation going back to your Linksys routers hardware warranty status it actually ended already last let me check here January of twenty twenty six this year it is already ended in that month and for our out of warranty devices if you wish us here over the [silence]
12:00
Speaker 1
Wait. what? I'm sorry. What are you-what are you saying that I need to pay for you to-support for this? Why okay. Well-why do I need that for? I mean. This thing was working fine until like a few minutes ago.
13:00
Speaker 2
to assist you, troubleshoot, add back your child node. We do have this paid support for one hour session and that will cost you $15. If we're unable to fix your issue or determine your device is defective, no replacement or refund will be given. Would you like to avail this $15 for paid support? Yes, here. over the phone since your notes already out of warranty and it used to have a three years hardware warranty and three years free of technical support, but it's already ended last January of 2026.
13:00
Speaker 1
a couple hours ago. I'm doing what you always have said to do it, to bring it close, plug it and unplug it, and I'm calling you to just helping me with that, and I'm asking you, is there something else that I needed to do? Because it's not like you coming here to do it and fix it. You helping me over the phone, like you always do. When we have him here. I mean, this is a service that we have, you know, we have it here. So, I can't just be paying out for you to tell me what to do like that. He should be able to have already told me that.
14:00
Speaker 2
Yes. Okay. Okay, because for our auto warranty device, if you will let us walk you through with the troubleshooting, that's the paid support. But if you don't want to uh avail of that $15 paid support, my other option for you is you can uh follow the setup process I will send you. So you may uh tell me your email address and I will send you the email through uh setup process. And from there, you just uh follow the process. And then what may uh I could uh view what may uh what may could fix or troubleshoot your uh your warranty device.
14:00
Speaker 1
[silence] okay, just tell me that because I mean, as I said, uh, you know you I didn't know any of these that you're just saying that I didn't know that it was a warranty that expired everything, you know, uh we we had this thing from you that we bought and, you know, we're not buying new equipment. So I just need to troubleshoot the ones that we already have. They've been working fine.
15:00
Speaker 2
that I'm going to send you to your email that's the same steps we're providing over the phone. You will receive the email after this call, five to 10 minutes. So you may try those troubleshooting that I'm going to provide to your email using an article guide. [silence] Yes, but the node needs to further troubleshoot before you were able to um [silence]
15:00
Speaker 1
Yeah, send me the email then. Okay fine thanks. All right. Bye bye. [silence]
16:00
Speaker 2
good afternoon, asked help here, we provide you assistance andMhm. cause that during that time, it might be that still within the free complimentary technical support, so it's still with that three-year, but since it's already ended, we already have a new process for out to warranty devices. If you help, if you let us, walk you through troubleshoot your node. right, no problem. and expect an email within five to 10 minutes on how to reset your node and add it using the five press method. That's the article guide I'm going to send to your email, okay? alright, thank you for your time, Julio. And once again, Raquel, thank you for calling CIS and have a wonderful day.
16:00