V2 Rubric Detail — e915889c-6f51-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:21
Duration
6m 30s
Contact
Devold Blackwood
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134532
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (-29.7)

V2 Grader Summary

The agent failed to troubleshoot or resolve the red-light/node issue, offering only email self-help or a paid service without performing basic diagnostics. Despite collecting contact details, no technical steps were taken, and the customer’s frustration was unacknowledged. The interaction ended with no resolution, classifying it as Unresolved.

V1 Case Analysis

WHW01 node showing solid red LED; app forces restart with no resolution. Device out of warranty (purchased 2018). Agent offered $15 paid support and to email self-help steps; no troubleshooting performed.

Troubleshooting Steps
  • Verified product model (WHW01)
  • Checked purchase date and warranty status
Key Observations
  • Agent did not perform any basic troubleshooting (power-cycle, reset, firmware check) despite a clear hardware symptom (solid red LED).
  • Email address was initially misheard but corrected through phonetic spelling; final capture appears accurate.
  • Paid-support option was presented before attempting standard diagnostics, which may appear dismissive.
  • Agent correctly identified the device model and warranty status, and offered a self-help path.
Positive Highlights
  • Correctly identified the device model (WHW01) and communicated its out-of-warranty and end-of-life status.
  • Offered a clear next-step (email self-help) and disclosed the paid-support cost transparently.
  • Maintained a polite tone and confirmed the customer's email address through phonetic spelling to ensure accuracy.
  • Avoided pushing the customer to use the malfunctioning app, suggesting alternative troubleshooting instead.
Agent Errors / Gaps
  • Failed to follow standard mesh-node troubleshooting flow (no power-cycle, reset, or firmware verification) as per velop_wifi_connectivity.md Step 3 and Step 4.
  • Did not verify internet connectivity or WAN status on the parent node despite the symptom involving a node failure.
  • Did not advise checking for firmware updates or auto-update status, which could resolve persistent app prompts (universal_firmware_update.md).
  • Did not suggest a factory reset as a last-resort step for a non-responsive node (universal_escalation_guide.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution — only email self-help or paid service — and did not resolve the red-light/node issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, factory reset, web UI check) were performed despite a clear hardware/software symptom (red LED, restart loop).
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer with 'out of warranty, can't help' instead of providing best-effort troubleshooting (e.g., reboot, reset, firmware, compatibility check) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions (e.g., node location, firmware version, connection type) or identify root cause of red LED or app behavior.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use or suggest using any tools (e.g., web UI at http://192.168.1.1, LED status check, firmware verification) despite their necessity.
T3 Partially Met No misinformation conf 89%
Agent correctly identified device as legacy/EOL and out of warranty; minor inaccuracy calling it WHW01 (likely meant WHW03), but no technical guidance provided.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained call control, collected model, serial, email, and closed with a clear next step (email within 5 minutes).
C2 Partially Met Confirmed understanding conf 87%
Agent used clear language but did not adapt to customer’s frustration or simplify technical concepts; remained procedural.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call and collected information but failed to attempt a fix before pushing paid service or email, indicating limited ownership.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send troubleshooting instructions via email within five minutes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the customer’s first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration, repeated disconnections, or expressed empathy for the ongoing issue.
X2 Not Met Tone & rapport conf 93%
Agent remained scripted and did not adjust tone or pace despite customer confusion and repeated disconnections.
X3 Not Met Overall experience conf 95%
Customer had to repeat email address multiple times; agent increased effort by not offering immediate troubleshooting or direct support.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, ma'am. I'm having some issue with my links to some mesh system. Yes, ma'am. I'm having some issue with my links links to some mesh system.
00:00
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. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence] [silence] Thank you for calling Linksys. This is May. How can I help? [silence] Can I have the serial number? They're not the same, but any of it will do. They're not all the same, but all any of your serial, I mean, any of your nodes serial number will do. You can just give me one. Sure.
00:00
Speaker 1
six nine, you're breaking up. I barely, but go ahead. What's your question? Yes. [silence] You're breaking up. I [silence]. [silence] Yeah. [silence] Thank you. [silence] Thank you. [silence]
02:00
Speaker 2
Okay, thank you. Model number for this is WHW01, one of our legacy mesh device which has three years warranty. When you bought this one, can you still remember the year was it more than three years. Uh uh hello, can you hear me better now? Hello. Ah yeah, regarding the date of purchase, because when I check it here, it shows, it was way back year 2018. So we're giving three years uh warranty for this router. And if this one is true, that only means it's beyond the warranty period. When it comes to troubleshooting um it's no longer eligible, but I can send you an email for self-help guidelines. And also, Mr. on this case, do you have any local technician that you can ask for a support? Uh as for replacement or repair, to let you know, this is already end of life. So you cannot avail of that. [silence]
02:00
Speaker 1
Okay. Send it to me by email. No. I do have internet connection. It's when I go into the app, there's one of at least one of them, the red light is staying on. And when I go into the app, it automatically kicks me to say restart. There's a prompt saying there's issues and I need to restart. I restarted and it still comes up the same exact thing.
03:00
Speaker 2
We also have other option, the paid service, which will cost you $15 for just one time troubleshooting that will last for an hour. If you don't want to proceed with that, I can send the troubleshooting over an email. The troubleshooting instruction I mean. uh yeah before that for me to know what email I should send to you your main problem is it about the internet connection you don't have internet now? Uh-huh.
03:00
Speaker 1
Exactly when I try to turn it back on it takes me to the repair screen.
04:00
Speaker 2
Okay, so you have there's three packs, right? Three packs of link sys device, two extenders and one main node. Your internet is working, however, one of your links is is having a red light on top, am I right? Okay. Right. In adding it, by the way, no need to use the links app because since you said it did not work, it's better to do the other work around. I'll send it to your email that the instruction. Can I have your active email address, please? So that's David Jack DJ what comes after?
04:00
Speaker 1
D-R-T at gmail. I don't think I don't think think you get the first part right DJ Blackdirt. So it's Delta Julian Bravo. Devon Blackwood section. [silence]
05:00
Speaker 2
Mm-hmm. Mm-hmm. Just to make sure I got it correctly, is it David Jack David and then Lima Alpha Charlie Kilo D-I-R-T @ gmail.com? Is that correct? Oh, okay. Got it. B for Bravo, not David. So D, J, B for Bravo, L, A, C, K, D-I-R-T @ gmail.com. How about your first name and last name? Okay. One second. And how , who's your internet service provider? All right. I have here the information I needed. So once this call will end,
05:00
Speaker 1
OK. That's it. Oh, bye.
06:00
Speaker 2
Okay, just wait for five minutes max. I'll send it to your email, to your active email, okay? Alright. Do you have any other concern or that's it only about the extender? Okay. Alright, thank you for calling again then. Bye for now. Bye-bye.
06:00