V2 Rubric Detail — ddb71b16-637e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:13
Duration
25m 48s
Contact
Darcy Riess
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132686
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall35.4% (-20.6)

V2 Grader Summary

The agent correctly identified the device was out of warranty and provided accurate information, but failed to perform meaningful troubleshooting or demonstrate ownership. Despite asking one relevant diagnostic question (modem test), the agent skipped essential steps and offered only self-service, resulting in no progress toward resolution. Customer effort increased and emotional state was unaddressed.

V1 Case Analysis

Customer reports no internet and red/pink LEDs on WHW03; out of warranty. Agent provided support.linksys.com and offered paid support; no troubleshooting performed.

Troubleshooting Steps
  • Collected device model and serial number
  • Verified warranty status (out of warranty)
  • Offered self-service website and paid-support option
Key Observations
  • Agent failed to perform any basic WAN troubleshooting despite clear red/pink LED symptom indicating upstream or configuration issue.
  • Did not verify if internet works by connecting PC directly to modem—a standard isolation step.
  • Prematurely offered paid support before attempting free, safe troubleshooting steps.
  • Only provided a generic website URL without directing to specific KB articles or setup guides.
  • Repeatedly failed to obtain customer's phone number despite stating it was needed for callback.
Positive Highlights
  • Accurately captured model number (WHW03) and serial number (20J20M39A25382) as stated by customer (transcript [17:00]–[18:00]).
  • Correctly communicated that the device is out of warranty and no longer covered for free support (transcript [20:00]). KB reference: velop_router_setup.md (LED Reference) confirms WHW03 is Intelligent Mesh Consumer family with 3-year warranty.
  • Provided the correct support website URL: support.linksys.com (transcript [22:00]). KB reference: adjacent_connecting_devices.md and universal_mesh_full_rebuild.md both direct customers to support.linksys.com.
  • Sent an email with instructional resources as requested (transcript [25:00]).
Agent Errors / Gaps
  • Failed to verify internet connectivity by asking the customer to connect a PC directly to the modem (transcript [15:00]–[16:00]). KB reference: universal_mesh_full_rebuild.md (Troubleshooting: Solid Red Light) and ax_maxstream_wifi_connectivity.md (Issue: Red Solid LED — No Internet) both emphasize verifying modem/ONT status first.
  • Did not perform standard troubleshooting: power-cycle modem/router, check WAN cable, or reset router. KB reference: universal_mesh_full_rebuild.md and velop_router_setup.md both outline these steps for WHW03.
  • Offered paid support before exhausting free, basic triage steps (transcript [20:00]–[21:00]). KB reference: QA Grading Guidance states paid support should not replace safe basic guidance.
  • Did not provide specific KB articles or step-by-step guidance for reconfiguring WHW03 (transcript [22:00]). KB reference: velop_router_setup.md (Part 1 — Reset the Main Router and Set It Up Fresh) provides clear setup steps for WHW03.
  • Repeatedly asked for phone number but failed to collect it despite customer's refusal (transcript [23:00]). This is a protocol failure but does not affect technical accuracy.
  • Did not confirm whether the customer attempted any prior troubleshooting steps. KB reference: QA Grading Guidance emphasizes confirming what has already been tried.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet connectivity or execute any resolution path such as RMA, escalation, or confirmed troubleshooting; only directed to self-help.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked customer to verify modem functionality directly, which is a relevant diagnostic step, but skipped essential router-side checks (reboot, LED status, web UI).
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified out-of-warranty status and offered self-help and paid support, but did not attempt best-effort troubleshooting (e.g., reboot, firmware, factory reset) before redirecting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (no internet) and asked about modem test, showing logical intent, but failed to gather full diagnostic data (LED state, prior reboots, web access).
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., admin interface, remote session, logs) despite clear need; relied solely on customer verbal report without verification.
T3 Met No misinformation conf 99%
All provided information (warranty period, support.linksys.com, paid support cost) was factually accurate and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced themselves but failed to set expectations or maintain control; conversation became disjointed with customer interruptions and unclear transitions.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated URLs clearly, and avoided technical jargon, adapting to customer’s non-technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; immediately deferred to self-service and paid support without attempting resolution or offering continued assistance.
O2 Not Met Proactive follow-through conf 95%
Next steps were vague (visit website); no timeline, ownership, or follow-up plan beyond sending an email with generic resources.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was confirmed first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as issue was basic connectivity and device was out of warranty.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer’s frustration, repeated ISP contact, or emotional state; only offered minimal scripted apology.
X2 Not Met Tone & rapport conf 93%
Agent maintained a scripted, transactional tone and did not adjust pace or engagement despite customer stress and interruptions.
X3 Not Met Overall experience conf 94%
Customer had to repeat model/serial info and was directed to external resources, increasing effort instead of reducing it.
Call Transcript25 turns · 28 lines
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 handy. For assistance, press one now. For out of warranty products, paid support may be available, depending on the device. Please have your device's serial number and contact information, ready. If unavailable, kindly call back later. For our warranty product, paid support option may be available, depending on the issue. [silence]
00:00
Speaker 1
[silence] Thank you. [silence] [silence] Here you go. Can we sit? Can we sit, Ryan? Can we sit somewhere? Ryan! Oh! yes so we've had and hi, so we are having problems with uh, no internet and no TV and um, have been on the phone and spectrum quite a bit. That's who our service provider is, they gave us a new modem of which we've installed and um, done everything they can. They say their equipment's working great. They've tested it, but it's a link issue.
08:00
Speaker 2
Thank you for calling Linksys. This is that B. How can I help you? [music] [music] [music] Yes ma'am. Thank you
14:00
Speaker 1
Well, they did that. They tested it all. I, I, I didn't do that cuz I don't know that I can. I don't think I have the connection to do that with my computer. But they, they've done all the testing and it's all, it's all, their system's working fine. [silence]
15:00
Speaker 2
Okay, so, all right, so you've replaced your modem. You have a new Modom right now, and did you verify if you have active internet connection using your modem without the Linksys? Mm-hm. Like you connected a computer straight to your modem, right, to the spectrum modem and uh you're able to go online that way without the link. Okay. So, they have not tested that. Mm-hm. Yeah, kids, to make sure ma'am, okay, to see.
15:00
Speaker 1
Well, I don't have the ability to I don't have the the I don't know how to transform or connect my computer to the modem.
16:00
Speaker 2
mhm, mhm, that's the internet is really working with their modem. You can actually connect a computer straight to their box and make sure if you can open any websites that way. Okay, without the links. This, okay? That is to, mhm. Okay. Yeah, they should have actually done that. They should have asked you to connect your computer straight to the modem. That is, that is the way to check whether you have active internet connection with their modem. Since they mentioned, since you mentioned that your modem is new, so of course they they really need to check whether you can get an online using their new modem. Okay. So before we'll proceed ma'am, let me just let me let me ask for the serial number and model number of your Linksys device. Just try to look under you
16:00
Speaker 1
Oh, hang on, connect to internet. I'm going going to write this down. Um, okay. Is it on the back of the modem here? Router, I meant. Yeah. Okay. Oh, man, that's so tiny. You guys could made that a lot bigger. Yeah, I'm going to have to take a photo. I'll I'll just take a picture and zoom it in. Okay. Okay. So the serial number is 20J20M, as in Mary, 39, A as in Apple, 25382. In the Mac address, do you want that?
17:00
Speaker 2
[silence]
17:00
Speaker 1
Model number is WHW03. B as in Victor, 2. one in my house here. I don't know if you're asking like if we have others in other homes. Uh could be. My daughter and her house is having the same problem. They don't have internet and their links is usually is blue, you know, or green are blue or green at the top and both of ours are running pink or red, whatever it is. Um so there could be two of them.
18:00
Speaker 2
Just the model number, model number and serial number. Okay, how many links as devices you have in total, ma'am? How many? W-H-W-0-3. Okay, yes, if you have another and other. W-H-W-0-3. Yes. Okay. So, you have two.
18:00
Speaker 1
I don't know. I'd have to verify that with my daughter's house. I mean, I don't know. I know what I have in my house. Right. Sure, Kurt, Darcy and Reiss. It's my first and last name at Gmail and Kurt is the same way. So it's D A R C Y R i E S S at Gmail. And Kurt is C U R T R I S S at Gmail. Correct. Can you call
19:00
Speaker 2
the SH W03 the correct okay in your house you only have one right okay so you just have one node and uh I'm sorry I wasn't able to get your name Ma'am let me just create a record Darcy Reeves and your email address your email address is Darcy at gmail.com okay yeah I just need um
19:00
Speaker 1
Well, uh, awhile I mean I don't know my husband installed it but I'd say years couple years maybe. [silence] [silence] [silence]
20:00
Speaker 2
I need your email, So how long have you been using this, uh, link sys? How many years? Okay. But upon checking here in our system, ma'am, your link, your link Cis meshed, router, W H W O three is already outta warranty. Okay, um, it only has three-year warranty from date of purchase. So for or warranty devices, you're no longer covered for free technical support. Ms. Darcy. However, we can give you two options. Okay, um, so either you go for our website that would be support.linksys.com. Okay, you can find articles and how to do
20:00
Speaker 1
[ silence ] Um, hang on just one second. Hey, Monica. Can you take a picture of the bottom inside the link sys where it says it's the serial number and model number? And then just email that to Mick's phone.
21:00
Speaker 2
you set up your links is router this wnw zero three you can also take advantage of our AI tool at the bottom right okay uh you can um find answers on how to configure manually configure this router now um the second option is our paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] okay uh just a one-time payment of $[REDACTED_PAYMENT_DIGITS] and this will last for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting and this service ma'am is non-refundable so how would you like us to proceed [silence]
21:00
Speaker 1
okay, okay. bye. so I'm sorry. so $15 of tech support or what was the website. does it just need like does it just need like updating? not connecting.
22:00
Speaker 2
yes, the website, ma'am, is support.Linksys dot com, okay. so I can also send you an email, okay, wherein you can find their instructional videos on how to set up this uh router. That's since I do have your. [silence] No, um the router right now is just not communicating with your modem. That's the reason why you don't have a connection. So, there's a need for you to have it reconfigured.
22:00
Speaker 1
Why do I need to give you my number? Well, I think we're done. I think you've given me everything I need to know, right? You can't help me. I mean, I don't know that I'd buy links again but I think that's terrible that you can't help. But whatever. So, I just got to go on their website and then just ask to get it reconfigured, right? And it's support.
23:00
Speaker 2
You can actually go to the website, support.linksys.com, ma'am. And Ms. Darcy, I'm sorry, I wasn't able to get your phone number. Can I have your phone number, please? In case the call gets disconnected, we would be able to call you back. Yes, that's why we... hmm, yeah. I really do apologize for that, ma'am. Yes, ma'am. You can find their articles in our website and I can also send you an email, um wherein uh you can find there uh the instructional videos and how to set up this uh
23:00
Speaker 1
Okay. yeah if you could do that that would be appreciated. No I guess not so the the model number? is you said H? uh HW. Okay yeah that's what I thought it. Okay. um and how old is it? in your records then? Okay. Okay. Okay. okay all right guys
24:00
Speaker 2
Okay. Not a problem ma'am. So, yes, uh, would there be anything else that you need help with? WHWZeroThree. Well uh yeah, um actually this uh router ma'am was uh shipped on 2020. So, we do not, we we no longer manufacture this particular device, ma'am. So it's kinda, yeah. One of our older models.
24:00
Speaker 1
Yeah, if you could send me that via email, I would sure appreciate it. Yep, it's right here. All right. Thank you so much. Thanks. You too. Bye bye. Okay, bye bye. [silence]
25:00
Speaker 2
Okay. Yes, I just sent you the email, ma'am, so you may actually check it in your inbox. If if you're not, if it's not in your inbox, you may check on your spam. Okay. Okay. Thank you for your time, ma'am. This is Epse from Linksys. Thank you for calling. Have a great night. Take care. Buh-bye.
25:00