V2 Rubric Detail — e064e364-65c4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:39
Duration
8m 11s
Contact
Kelli Harrison
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133144
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: VLP01_No wireless internet
⚠ Auto-Zero applied: Agent exhibited Avoidance/Evasion (B) by refusing to provide any troubleshooting or support based solely on warranty expiration, despite the documented expectation to offer best-effort assistance for out-of-warranty devices. This constitutes a critical failure.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent refused to troubleshoot a mesh node connectivity issue solely due to expired warranty, providing no technical steps, inaccurate policy information, and no empathy. This violates the OOW best-effort standard and constitutes avoidance/evasion, resulting in an unresolved case with multiple critical failures.

V1 Case Analysis

Mesh node offline with solid blue LED; out-of-warranty first-gen device; agent declined troubleshooting but committed to email follow-up.

Troubleshooting Steps
  • Customer performed a factory-reset (10 s) – node stayed solid blue.
  • Agent asked about LED status and Wi-Fi SSID visibility.
  • Agent collected serial number, name, and email.
Key Observations
  • Agent cited warranty expiration and stopped troubleshooting, but committed to email follow-up at [08:00], providing a minimal path forward.
  • No model number was identified; agent did not attempt any mesh-specific pairing steps (e.g., pair button, 5-press).
  • Communication lacked empathy and clear structure, but did not fully abandon the customer due to the email commitment.
Positive Highlights
  • Collected customer name, email, and serial number at [04:00]-[05:00].
  • Confirmed the device was showing a solid blue LED after reset and asked about Wi-Fi SSID visibility.
  • Clearly communicated the warranty status and lack of firmware updates for the legacy device at [06:00].
  • At [08:00], agent committed to sending information via email after the call, providing a minimal but valid next step.
Agent Errors / Gaps
  • Prematurely ended support based on warranty status without attempting standard mesh-node troubleshooting.
  • Failed to identify the product model, which is critical for accurate support and KB alignment.
  • Did not provide any KB article or specific self-help resource during the call.
  • Poor communication tone; abrupt statement 'I cannot provide you any' at [07:00] without immediate follow-up, causing customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent explicitly stated 'I cannot provide you any' assistance and refused to troubleshoot, leaving the mesh node connectivity issue unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not conduct meaningful troubleshooting; only asked for LED status and serial number, skipping basic steps like power cycling or checking app settings.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed no technical assistance is available for out-of-warranty devices, violating the OOW best-effort policy requiring troubleshooting for setup, connectivity, and firmware issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Only one diagnostic question was asked ('What’s the light indicator showing?') without a logical sequence to isolate root cause such as WAN connection, node placement, or backhaul issues.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not guide customer to access router dashboard (192.168.1.1/myrouter.local), check firmware, or perform remote diagnostics despite clear need.
T3 Not Met No misinformation conf 98%
Agent provided factually incorrect information that no technical support is offered for expired warranty devices, contradicting documented best-effort OOW troubleshooting standards.
Communication
C1 Not Met Clear & professional language conf 92%
Agent failed to set clear expectations or structure the interaction; call lacked framing, transitions, and control, ending abruptly after refusal to help.
C2 Not Met Confirmed understanding conf 94%
Agent used inconsistent address ('sir', 'ma'am'), technical jargon without adaptation, and failed to confirm understanding or adjust to customer frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned responsibility by refusing to troubleshoot and citing warranty status, rather than owning the case and attempting resolution.
O2 Not Met Proactive follow-through conf 95%
Only next step was 'refresh your email' — no actionable guidance on resolving the mesh node issue or re-adding the device was provided.
O3 Not Met Closure confirmation conf 93%
Agent did not reference prior history despite customer mentioning previous calls, and re-asked basic info without acknowledging past interactions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — the issue was within L1 scope and could have been addressed with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, dismissed customer concerns ('we no longer provide technical assistance'), and used a transactional tone amid clear frustration.
X2 Not Met Tone & rapport conf 94%
Agent maintained a scripted, impersonal tone despite customer distress, failing to adapt pace or style to de-escalate or engage.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial number and personal details; agent created unnecessary effort by refusing help and offering no self-serve path.
Call Transcript16 turns · 17 lines
Speaker 1
elcome to yes do I can't seem to get my Mesh system to Conect to my Router. It's not finding it anymore for whatever reason. Uh No, this has already been, it's not a new one. It was already working and just for whatever reason, um I came home this weekend and and my internet wasn't working back in my bedroom. I've called before troubleshooting
00:00
Speaker 2
Welcome to Linksys support, to ensure safekeeping. Your lap has today. If I may ask, ma'am, is this the first time you are going to use your Linksys devices or it was working fine before? Oh, I see it. Can you-
00:00
Speaker 1
No, not that I know of because the internet, for my main part of the house is working. It's just not my Wi-Fi mesh node thing is not connecting. Yes, ma'am. I just have this one. Yes, I just have this one Linksys node. Yes, it's plugged into the modem or router, whatever you call this.
01:00
Speaker 2
Can you confirm to me ma'am if did you experienced network outages or power outages so far? Oh, so basically just the child nodes that you have or the extended nodes you have there is not working? Can you confirm to me ma'am how many total of links devices do you have? Yeah, I'm sorry. Only one links device you don't have? Oh, you have? I'm sorry. So is this connected to your modem?
01:00
Speaker 1
is this a router uh modem i i've got a blue light on top yeah it says it's offline on my app and i've tried to add it and it find my router and all that and it keeps saying it can't find it do what not right now i don't what other device [silence]
02:00
Speaker 2
What's the light indicator showing?
02:00
Speaker 1
yeah, I've tried to go into the app and I mean it'll pull up... no, it's not popping up in my Wi-Fi right now, none. well, my optimum and I've got one bar. yes, ma'am. I even tried to reset it holding the reset button on the bottom for 10 seconds it just to stay blue. I don't remember it turning to red.
03:00
Speaker 2
not the app map just the Wi-Fi so the Wi my your Wi-Fi name is not showing in the available Wi-Fi okay what are the Wi-Fi names that you can see there your optimal WiFa did you try to unplug and re plug oh how did you try to reset the links just and then the device just stays blue or did it turn to red which color okay
03:00
Speaker 1
26D 11 M 31 B 01 974. Um, it may have been more than a year. I don't think it's been that recent.
04:00
Speaker 2
you confirm to me, Ma'am, what's the serial number for your device? [silence] Let me just take a look. Is this the first time, Ma'am you've uh, I'm sorry, did you call us more than a year ago, or just recently? Okay. If that's the case, I'm If that's the case, I'm going to create a record for you first in the system before we proceed and troubleshoot, right? menu, your first name and last name, please.
04:00
Speaker 1
K A Harrison 51551 at gmail.com. Thank you. [silence] Uh, three years at least.
05:00
Speaker 2
How about email address? Got it. Can you give me just two minutes ma'am? Let me just fill in everything first in the system. Thank you. ma'am. If I may ask, for how long have you been using this - Node? Did you not try to consider upgrading?
05:00
Speaker 1
I mean, I wasn't going to fix something that's not broke. It's been working for four years, Ma'am, without any issues. And it's from Billy, I don't know how old that thing is. I'd probably be in a serviceable condition. We didn't. Well, why all of a sudden does it just quit?
06:00
Speaker 2
Okay. got it, sir. Now, uh, I was able to create a record, by the way, ma'am, in your system. However, based on your record here, the warranty of your product has already been expired, and just to set proper expectation that we no longer provide free technical assistance for out of warranty devices. I double checked also the node that you have there. This node is for our first generation node, meaning to say aside that we no longer manufacture this device, we also no longer provide technical assistance for this device ma'am. So, even if we try to troubleshoot this device, troubleshooting won't go through anymore. 'cause there's no firmware update available for this device.
06:00
Speaker 1
it working? I mean, it'd been working for four years. We come back home and it's not working. I don't need to do a device. I don't need an upgrade. I don't need y'all to try to sell me something. I need to there's no way for y'all to try to troubleshoot it. I mean, other than me unplugging it and resetting it, there's nothing else y'all can do. Why can't y'all make effective products that last? Okay, just email me the tri. Yeah, send that to me so I can try since y'all aren't willing to help me. And we'll just remember that if we have to try to something when you insert. Yes, ma'am.
07:00
Speaker 2
I cannot provide you any After our call ma'am, just give me three minutes and then you can just refresh your email and you'll be able to receive it, okay?
07:00