V2 Rubric Detail — d90da562-6be4-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 13:43
Duration
7m 24s
Contact
Jasse Godare
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134036
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration_WHW03
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp3.93/5
Overall37.1% (-18.9)

V2 Grader Summary

The agent correctly identified the device as out of warranty and offered a valid paid support option with accurate pricing, but failed to perform any best-effort troubleshooting required for OOW devices, such as a simple reboot or connection check. The blinking red light issue was left unresolved, and no diagnostic steps were taken, resulting in an unresolved outcome despite a clear next step involving an email follow-up.

V1 Case Analysis

Customer has two WHW03 nodes; one works, second shows blinking red and won't pair. Device out of warranty. Agent offered paid support, then promised email instructions without performing any troubleshooting.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed out-of-warranty status
Key Observations
  • Agent failed to perform any diagnostic or troubleshooting steps for the blinking red node.
  • Paid support was offered before any free self-help guidance, violating best practice for out-of-warranty calls.
  • Email address capture was confusing and not confirmed clearly — agent repeated letters incorrectly (e.g., 'Echo' for E).
  • Long silences and lack of empathy; no acknowledgment of customer frustration or issue severity.
  • No mention of basic steps like reboot, reset, or 5-press method despite clear KB guidance for WHW03 pairing.
Positive Highlights
  • Correctly collected model number (WH032V) and serial number (20J0M33A16060).
  • Accurately identified warranty status as expired (Nov 19).
  • Offered to send written instructions via email as a self-help alternative after paid support was declined.
Agent Errors / Gaps
  • Did not attempt any diagnostic steps for the non-pairing node (e.g., reboot, factory reset, firmware check).
  • Offered paid support before providing any free troubleshooting guidance.
  • Failed to verify the email address correctly — misheard 'E' as 'Echo' and did not confirm spelling.
  • No empathy or acknowledgment of the customer's issue or frustration.
  • Missed opportunity to guide customer through 5-press pairing method per KB (universal_mesh_node_management.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The router had a blinking red light indicating a connectivity or hardware issue, and the agent did not resolve it — only offered paid support or an email with instructions.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, check cables, verify modem status) were performed or suggested before pivoting to paid support.
R3 Not Met Correct resolution path conf 95%
Although the device was out of warranty, the agent failed to provide any best-effort troubleshooting (e.g., reboot, check connections) as required by policy for OOW devices before offering paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent noted the blinking red LED but asked no follow-up diagnostic questions (e.g., cable check, modem status, recent changes) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., local web interface, speed test at modem, firmware check) were used or recommended despite clear need for diagnostics.
T3 Met No misinformation conf 99%
Agent correctly stated the device was out of warranty and accurately described the paid support fee structure per policy.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent introduced themselves and collected basic info, but failed to set expectations about the support path and abruptly shifted to payment discussion without framing.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite language and confirmed the email address, but relied on policy-heavy explanations without simplifying for customer understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and committed to sending an email, but did not take ownership of diagnosing or resolving the actual technical issue.
O2 Met Proactive follow-through conf 97%
Agent clearly stated they would send step-by-step setup instructions via email within 3–5 minutes, providing a defined next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was not complex enough to require Tier 2 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized for not being able to offer free support but did not acknowledge the customer’s frustration with the blinking red light or express empathy for the unresolved issue.
X2 Met Tone & rapport conf 93%
Agent adapted tone to be polite, repeated the email address for accuracy, and maintained a friendly demeanor throughout.
X3 Met Overall experience conf 95%
Agent collected the email address once, avoided unnecessary repetition or holds, and promised direct follow-up without requiring further action from the customer.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to linksus 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_linksus.com. Please have your device serial number ready. For assistance, please press 1. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, please press 2. If you're experiencing issues with your Linksus product and it's no longer under warranty, paid support is available for a minimal, non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksus.com. You can also connect with other users for tips and guidance at reddit.com. slash r slash lynxress. Hello. Thank you for calling links technical support. This is charm. How can I assist you today? Okay. All right. I'm
00:00
Speaker 1
One of them working, and the other one I don't have to set up. I can give you serial number and model numbers if you like. Okay, the model number is WH 032 V like Victor 2. Both of them are the same model numbers. Okay, the serial number that I have plugged in here, that is 20J 0M like Mary, 33A16060.
02:00
Speaker 2
Yes sir. can you provide the model number and the serial number of your router? got it. how about the serial number? 16060.
02:00
Speaker 1
Okay. Do you need, do you need my router information? Yeah. Is it, is it what, I'm sorry? Oh, yes, it is.
03:00
Speaker 2
Okay, please bear with me for a moment, sir. Uh, no need sir. So your new internet service provider is the spectrum. Okay, got it. Thank you so much for the confirmation. All right. Um, I'm gonna go here, and your spectrum modem. Sir, is it, um, activated already? Is it activated? Okay. Alright, and let me double check. [silence]
03:00
Speaker 1
yes red blinking oh yeah on the uh links to our blinging red
04:00
Speaker 2
And you hook it up already, your linksys router is hooked up already to your spectrum modem, correct? Let's turn it on so you're already been mentioned. What's the light status sir, of your linksys router? A blinking light? Blinking red. Yeah. Let's turn it on now. Okay. All right. So, unless if we're based on the record here with this serial number that you provided to me, this serial number or this router that you have was already out of warranty last November 19th of [REDACTED_PAYMENT_DIGITS] And for out of warranty device sir, I do apologize, but I cannot provide a free troubleshooting over the phone. However, if you insist, I can provide a one-time non-refundable payment for a limited troubleshooting on your device. All right. So, about the fee, the fees for a non-refundable payment is $[REDACTED_PAYMENT_DIGITS] per hour, but for your case, I will go ahead and lower your price by $[REDACTED_PAYMENT_DIGITS] So it would be $[REDACTED_PAYMENT_DIGITS] for a one-time non-refundable payment.
04:00
Speaker 1
s you could send me how quick could you send the email could that be done pretty soon oh wonderful uh yes the email would be fine okay it is J like Jesse and then dot or period
05:00
Speaker 2
سا ثون فرنسا دو mysteries [silence] troubleshooting [silence] that [silence] that we [silence] will do. However, sir, [silence] if you don't want to proceed with [silence] the payment, [silence] what I can do here is [silence] I [silence] could send you an email instead [silence] a step-by-step instruction [silence] on [silence] how to [silence] [silence] set it up again, [silence] and [silence] also [silence] you can consider [silence] trying our [silence] Links' AI [silence] agent for guidance, [silence] and [silence] it is free of charge. [silence] Which one would you prefer? [silence] [silence] [silence] After [silence] we [silence] we end the call, sir. [silence] expect an email from me within 3 [silence] to 5 minutes. [silence] I [silence] I [silence] be [clear] All right. [clear] Now, sir, [silence] I will send you the email. [silence] Kindly provide your [silence] best email address [silence] for me to send it to you.
05:00
Speaker 1
Goe dare. It's G-O and then E-D-A-R-E, like go dare ya. So, j.dro dare at ya. Most people, most people forget the dot. No, the first E is an A. Yes, it's Jesse, J-E-S-E-O,
06:00
Speaker 2
[KEEP_UNCERTAIN] that's right, that goes there. all right, jay is that? goes there. all right, D E R E So it's George Oscar David Echo Romeo. that Echo, is this correct? i see, Alpha goes there. all right, can you also provide sure, can you provide your first and last name? all right that it. all right. So expect an email from me here within three to five minutes. I will send you instruction.
06:00
Speaker 1
Okay, And who, who will it be coming from? Will it say longevity somewhere? Okay. Okay, I'll watch for it. Thank you. Bye.
07:00
Speaker 2
Yes. It is from Linksys. All right. Thank you so much also, sir. And have a good one. Bye for now. [silence] All right, thank you so much also, sir.
07:00