V2 Rubric Detail — e76971d0-70c2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:23
Duration
12m 30s
Contact
Hob Mai
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134819
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child nodes lost 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided technical troubleshooting entirely, misrepresented service options, and pushed paid support without attempting resolution despite OOW best-effort requirement.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, misidentified the product model and warranty date, and defaulted to a paid-service pitch without attempting resolution. Despite being out of warranty, best-effort support was not provided, and the customer was left with only an email guide. The interaction lacked technical accuracy, empathy, and ownership, resulting in an unresolved case with clear avoidance of support duties.

V1 Case Analysis

Customer reported two WHW01 Velop child nodes offline after reset. Agent incorrectly stated warranty expired in 21023, claimed no free support available, and failed to perform 5-press pairing. Sent email with generic instructions; issue unresolved.

Troubleshooting Steps
  • Collected serial number and confirmed model WHW01
  • Incorrectly identified warranty expiration date as 5th January 21023
  • Claimed no free support available for out-of-warranty devices
  • Offered paid support, then sent email with generic node-addition instructions
Key Observations
  • Agent stated warranty expired on '5th January 21023' — a clearly impossible date, indicating a critical error in warranty interpretation.
  • Agent incorrectly claimed out-of-warranty customers cannot receive any free technical assistance, violating Linksys support policy.
  • Agent failed to guide the customer through the 5-press pairing method, which is valid for WHW01 and could have resolved the issue (per universal_5press_models.md).
  • No troubleshooting steps (reboot, power cycle, 5-press) were performed despite the issue being a standard mesh node recovery scenario.
  • Payment collection attempt was poorly handled, with refusal of Apple Pay and insistence on card details over the phone.
Positive Highlights
  • Collected customer contact information (email, phone) correctly.
  • Identified the correct product model (WHW01) after initial confusion.
  • Provided a follow-up email with instructions, giving the customer a self-help path.
Agent Errors / Gaps
  • Stated warranty expired on "5th January 21023" — a nonsensical future date, indicating a critical error in warranty lookup or understanding.
  • Incorrectly claimed out-of-warranty customers cannot receive free technical assistance, which is false per Linksys policy (universal_escalation_guide.md).
  • Failed to perform the 5-press pairing method, which is explicitly supported for WHW01 (universal_5press_models.md).
  • Did not attempt any standard mesh-node troubleshooting (reboot, power cycle, 5-press) before offering paid support.
  • Did not verify that the nodes were restored before ending the call.
  • Misrepresented support policy by pushing paid support as the only option without offering free basic triage.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue or performed any troubleshooting; only promised to email a guide while closing the case.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps like reboot, reset, or checking LED states were attempted despite a clear mesh node connectivity issue.
R3 Not Met Correct resolution path conf 96%
Agent refused free support due to OOW status but failed to provide best-effort troubleshooting as required; instead pushed paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically or ask relevant questions about node LEDs, placement, or recent changes.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., firmware check, admin login, speed test) were used; agent skipped diagnostics entirely.
T3 Not Met No misinformation conf 97%
Agent misidentified model as 'WHW0103' (invalid) and cited warranty expiry on '5th January 21023' — a clearly erroneous date.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, abrupt shifts to payment, and no clear structure or call control demonstrated.
C2 Not Met Confirmed understanding conf 93%
Used incorrect term 'paid Kinect Service' and failed to adapt language when customer expressed confusion about payment.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent created a case and collected customer details but immediately defaulted to paid service instead of owning resolution.
O2 Met Proactive follow-through conf 94%
Agent committed to sending a step-by-step guide via email, providing a clear next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation was made, and none was warranted — the issue was resolvable with basic troubleshooting within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer frustration or repeated reset attempts; entirely transactional tone.
X2 Not Met Tone & rapport conf 95%
Failed to adjust to customer’s request for Apple Pay or clarify confusion; maintained rigid, sales-focused delivery.
X3 Not Met Overall experience conf 96%
Customer had to repeat email multiple times and was forced into payment discussion instead of receiving direct help.
Call Transcript23 turns · 24 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys 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.
00:00
Speaker 1
Okay, okay, I have the trouble with the with the wind. I connet and they have no wire, that's why I rest the nodes. [ silence ] But now I new connet it today already, but it not. It not, can you help me out with that? And the length show you what you're what you're looking for. Then the number, the scribble number. The more number, right? Uh the model up the shoe number. Hold on. Let me see the show.
01:00
Speaker 2
Go ahead. [silence] [silence] Support.linksys.com. Okay. You can also connect with users for tips and guidance at www.reddit.com.com/r/linksys. [silence] Thank you for calling Linksys. This is Ice. [silence] How can I help you? [silence] Okay. Alright. I'll look at your product first, but I need your serial number. Um, the serial [inaudible]. [silence] The serial number of the ser [inaudible]. [silence] [silence] So, C-E-L-U-L-A-R number. The serial number.
01:00
Speaker 1
25. 1. Six you 3. 1. 8. 4 you 4. Know. Uh. 2. 1. 4. you. 4. 3. 184. 0. 4. 3. Uh. Uh. Uh. Uh. Uh. Three is not 3. 0. 1. 0. 4. 0. 4. 4.
02:00
Speaker 2
t. The serial number is l. located at the bottom of your r. okay, yes, all right, let me, verify again, the serial number is 25 F for Frank, 1060, B for Peter,
02:00
Speaker 1
yes, yes, yes, yeah, yeah, yeah, yeah, Yeah, I have three upload speed. Both one, I can connect through the router. Right now, two in my home, it not connected. That's why I try to reset it, but I do it through days. Now, it not connected. Can you help me with that?
03:00
Speaker 2
[silence] 381 8404. [silence] All right. [silence] Thank you. [silence] So your Lynx router is model WHW01. And you have three of this or only one? [silence] Okay. [silence] Okay, so you mean to say you have three nodes, one is connected to your modem and it's working fine. [silence] Well, the other two that are wirelessly connected, they are the one that got disconnected? [silence]
03:00
Speaker 1
Yes. Yes. My name, oh my, my name is. My M I is my last name. X O B my first name. X as in Henry. O like OC. B like four. My first name. Yes. Yes. M. like Mary. A, double
04:00
Speaker 2
you did reset them, but still they're not connected. Alright, I see, all right. Thank you for that. I'll create first a record for you, sir. May I have your name? Your first name is? [silence] Chop. All right. And your last name was?
04:00
Speaker 1
I M I A it's my mail no ma no MAM no M I I M Iike I M Mike yes yes okay the same hub v am my Yahoo dot com
05:00
Speaker 2
M-A-S-H? M-A-D? All right, hop Mike. May I know your email address? So hop, hop, hop. What's your email address? Well, [silence] Marius. [silence] And your phone number? Well, [silence] 53 7 4 1 6 9 4 4 9. Okay.
05:00
Speaker 1
Uh, the spectrum. Yes.
06:00
Speaker 2
HOPB MyHobvan May. thank you. a. right. okay. thank you, HA. so who's your internet service provider? you're entering. spectrum. all right. okay, HA. I'll update you first of your linksys uh product warranty status because your product uh model WHW0103 uh apparently it's out of warranty starting 5th January 21023. all right. and your modern router can help support you with the connection speed up to 1200 megabit per second provided your ISP is supplying you with this speed. all right. so HA, let's move on to remove power from your router first, okay? so do that while I'm still assisting you. now, HA, make sure you remove the power from the modem too. as for your modem, HA, how does the lights on the modem look like? [silence]
06:00
Speaker 1
the payment for the civic okay so how much I have to pay oh I see [REDACTED_PAYMENT_DIGITS] right okay okay [silence]
07:00
Speaker 2
already out of warranty, our records, uh, states here that its warranty status expired last 2021. So, therefore, I could not provide you free technical assistance. But if you want me to walk you through the steps on how to, uh, add your two child notes that got disconnected, uh, you will have to apply for the paid Kinect Service. Uh, yeah, you will have to pay for, for me to walk you through the steps. Because your product is out of warranty. Yeah, it will cost you, uh, 15 US dollar. It's only 15 US dollar. Yes, one five. All right, I'll pull for, I'll get first my, I'll open first my tools so that I can process the payment. Uh, I will tell you first, a hob that these Pay Connect service is a one-time non-refundable technical support that will only last for a maximum of [REDACTED_PAYMENT_DIGITS] minutes. Okay. Now I'm going to open my tool series so we can process the payment. I'll also pause the recording of our calls so that your card information will be confidential and will not be recorded. Okay. All right, hope. May I know what's the first name on the cards?
07:00
Speaker 1
[DOWNWEIGHT] I can do. Can I do the Apple Pay? You send the link for me, and I pay by Apple Pay. It easy. Yeah, but that, why you prefund the payment and send the link for me I pay with the. Apple Pay? Okay? No. So now, I have to pay via the call, right? Yeah, that's why I'm worry. I give the people for also it. Okay. You don't have the link.
09:00
Speaker 2
is it still up? No. We don't have that. or we were the one who process the payment. No. Oh, no. Because the tool is on our system and we cannot send it on your hands. Yes. You just have to give me the card number, the card information. You don't have to worry because this will be confidential.
09:00
Speaker 1
Okay, okay. Do that, do that for me. Thank you, thank you for help. Because I be
10:00
Speaker 2
Okay, yes, because your product is out of warranty. If you have issues, uh trust issues with uh sharing your card information, I can just send you the guidelines on how to add your notes that got disconnected to your email and that is free. You don't have to pay. I will send the guidelines to your email. Uh hubfanmy@you.com. I will send the the guidelines on how to add your child note. So, you just have to check your email and then read the instructional guide on how to add your child nodes that got disconnected. Right.
10:00
Speaker 1
Do you, I have trouble today that, I want to pay, but right now the people say, okay, send the call, information, but that little bit hot to me. If you send the link to pay, I will, yeah, okay? Okay, so, yeah, yeah. Okay, okay, so hope one, one, one, my at yahoo.com. You got it, I spell it one more, one more time for my email. H, O, P, V, A, N. Hmm. [silence]
11:00
Speaker 2
You're welcome. Yeah. Yes, I understand. Yes, I understand. You want security on your card. So, don't worry. I will send the guidelines to your email on how to add your child nodes that got disconnected. And, if you have trouble again, you can go to our site support.linksys.com because we have an AI agent there that you can use to assist you with how to add your child nodes. Ah. Yes.
11:00
Speaker 1
mitek@yahoo.com Okay. Oh okay thank you thank you very much for help thank you Thank you. Bye bye. You too bye bye
12:00
Speaker 2
Yes, I get it. So, just check your email or once I'm done, once this call ends, I will be sending you the email, the guidelines to your email, okay? All right. You're welcome. Thank you. Thank you also for calling Linksys Hub, and take care. Have a great day. Bye.
12:00