V2 Rubric Detail — e717fef4-7734-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 23:14
Duration
5m 48s
Contact
John Doves
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135867
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child nodes
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent offered paid service without attempting any troubleshooting, diagnostic steps, or resolution path, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting for a WHW03 V2 node pairing issue, immediately citing out-of-warranty status to propose a $15 fee. No diagnostic steps, tool use, or best-effort attempts were made, and the customer was left without resolution, constituting Avoidance/Evasion and an Unresolved outcome.

V1 Case Analysis

Customer unable to add WHW03 V2 child node; node shows red and cannot be found. Agent offered $15 paid support or to email a guide; no troubleshooting performed.

Troubleshooting Steps
  • Collected model number, serial number, name, email, and ISP information
  • Checked serial data availability and determined out-of-warranty status
Key Observations
  • Agent did not provide the 5-press pairing method for WHW03 V2 (KB-confirmed procedure).
  • Agent did not verify parent node LED status, firmware version, or reset child node before ending the call.
  • Agent offered paid support without attempting basic troubleshooting first.
  • WHW03 V2 firmware version compatibility (Velop v1 vs v2) was not checked (per velop_mesh_compatibility.md).
Positive Highlights
  • Collected essential device information (model, serial, name, email, ISP).
  • Clearly communicated out-of-warranty status and associated $15 service fee.
  • Offered a self-help path (emailing a guide) when customer declined paid support, which is acceptable for out-of-warranty cases.
Agent Errors / Gaps
  • Failed to provide the correct 5-press pairing instructions for WHW03 V2 (critical technical omission).
  • Did not follow standard mesh-node addition troubleshooting flow (no LED/firmware/reset checks).
  • Ended call without confirming if the promised guide was sent or if the issue was resolved.
  • Did not verify firmware compatibility between WHW03 V2 nodes (potential root cause).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the node pairing issue; customer ended call without fix or confirmation of any solution.
R2 Not Met Diagnostic thoroughness conf 98%
Agent performed zero troubleshooting steps (no reboot, reset, pairing guidance, firmware check, etc.) before jumping to paid service offer.
R3 Not Met Correct resolution path conf 97%
Agent identified device as out-of-warranty and immediately offered paid service without attempting best-effort troubleshooting (e.g., 5-press, factory reset), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process: agent did not identify symptoms, ask relevant questions (LED state, reset attempts, pairing method), or determine root cause beyond collecting serial/email.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (admin UI, firmware, reset, pairing procedure) despite clear need for node pairing troubleshooting; agent relied solely on verbal description.
T3 Met No misinformation conf 94%
Agent correctly stated out-of-warranty service fee ($15.35) and option to email a guide — factually accurate per policy, with no incorrect technical claims made.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations, guide interaction, or manage transitions — abruptly jumped to charge without framing or call control.
C2 Not Met Confirmed understanding conf 92%
Communication remained generic and transactional; no effort to simplify language, confirm understanding, or adapt to customer’s confusion about node pairing.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by offering paid service instead of troubleshooting, transferring responsibility to the customer via self-help guide without effort.
O2 Partially Met Proactive follow-through conf 88%
Agent said guide would be emailed but provided no timeline, owner, or follow-up details — next steps were vague and incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (node pairing) and resolvable with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, acknowledgment of frustration, or patience — responded mechanically with pricing despite customer confusion and repeated attempts.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone, pace, or style to customer’s frustrated and confused state; continued with script instead of de-escalation or engagement.
X3 Not Met Overall experience conf 94%
Customer repeated email and serial number multiple times; agent avoided effort by pushing to paid guide instead of reducing friction through troubleshooting.
Call Transcript11 turns · 11 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 ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, a paid support option may be available depending on the issue. Hello? Well, yes. Hello? Thanks for your call and support. My name is Mr. Gerald Lupan. b.
00:00
Speaker 1
And upstairs, it's like, we haven't we haven't used them, like, forever. Like, these, like, note things actually helped, like, because only one connected, but the other ones all don't connect. Yeah, I think it connected because I have, like, uh, it's, like, not the, it's, like, a little node thing that's green. One's green. And then my my Wi-Fi router, though, is, like, it's not lynx this is cokes. What about it? Sorry. Um, I'm just trying to get them set up to, uh, Wi-Fi, that one Wi-Fi. And, like, have one that I can put upstairs.
01:00
Speaker 2
Okay, one connected and the rest are not connected. And what's your plan with your links is rather. Your links is main, not, no, to any. What's your plan with it? I'm asking what's your plan with that you want to set it up as an extender or.
01:00
Speaker 1
Sure. They're all connected. But one is green. And I like made, like a, I went through this whole set up thing, and it said like, add node, and I'm trying to add like a child node, and it says it can't find one every time. It's like red. And I reset it and did all this stuff. It doesn't work. I don't like the main node. Okay. Model number is WHW 03 V2. And then the serial number is 20J2060B819034. [silence]
02:00
Speaker 2
Can you what up? How long has that been,
02:00
Speaker 1
John Dobs. Jon H-D-O-B-B-S-33 at gmo.com. um Jon H. D. O. B. B. S. 33 at gmo.com. Um Jon H. D. O. B. B. S. 33 at gmo.com.
03:00
Speaker 2
What is your first name and last name so I can create a record for you? Uhm, and what is your email address? Got it.
03:00
Speaker 1
talks. No, that was years ago. I don't remember. Am I okay with what? Oh, if I like buy a new one?
04:00
Speaker 2
Who's your internet provider? At&t. So, I checked the serial number right here, showing no data. Do you remember when or where you purchase this? Okay. So, the reason why it asks is that without the data, this would be the most out of warranty, and for out-of-warrant devices, we charge $15.35. Okay. Yeah, okay. So, for out-of-warrant devices, we charge $15 non-fundable service.
04:00
Speaker 1
Uh, I don't really want to be charged. Yeah, sure. Uh, nah, so you're going to send me like a guy to just like troubleshoot and guide me? Yeah, okay, I guess that's fine. All right. Thank you. Yeah, you too. See ya. Bye.
05:00
Speaker 2
now if we're gonna help you with this you'll be charged $15. If you don't want to be charged, I can see the guide how I do you can add it. But it so you want me to send you the guide instead I have your email right here. You have questions? But troubleshooting and how you can add those child nodes or expender nodes. Thank you. Would have a good one. Yay. Bye.
05:00