V2 Rubric Detail — eac1fa9a-65ec-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 23:26
Duration
6m 44s
Contact
Theodore Simning
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133179
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Device Reconfiguration
⚠ 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: B — Avoidance/Evasion: Agent avoided troubleshooting by incorrectly stating no free support for out-of-warranty devices and offering only email instructions without attempting any best-effort resolution, violating the OOW troubleshooting standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly claimed out-of-warranty devices receive no free phone support, and offered only email instructions without resolving the issue. Despite taking ownership of the follow-up, the interaction lacked empathy, repeated information requests, and violated the OOW best-effort standard, constituting avoidance/evasion.

V1 Case Analysis

Customer reports WHW01 routers flashing red after reset; no Wi-Fi. Device out of warranty. Offered $15 paid support or free email instructions. Customer chose email. No troubleshooting performed.

Troubleshooting Steps
  • Collected device model, serial number, and ISP information.
  • Verified warranty status (out of warranty).
Key Observations
  • Agent skipped all basic troubleshooting despite customer describing a clear symptom (flashing red lights after reset) that is addressable with standard KB guidance (e.g., velop_router_setup.md: LED Reference shows red = error requiring reset; Part 3 — Reset Loop Troubleshooting).
  • Repeatedly asked for the same customer information (name, contact details) at [02:00] and [05:00], indicating poor call control and note-taking.
  • Failed to confirm or use the correct email address — customer initially gave theodore.gabriel.stimnying@gmail.com but later corrected to gabriel.top@gmail.com, which was not reconciled.
  • Provided technically accurate warranty and support-path information; no KB violations in advice given.
  • Did not explain what the email instructions would contain or when they would be sent, leaving customer with uncertainty.
Positive Highlights
  • Accurately identified the product model (WHW01) and serial number from customer input.
  • Correctly determined and communicated out-of-warranty status and support eligibility options in line with KB policy.
  • Offered a valid self-help path (free email instructions) after customer declined paid support.
Agent Errors / Gaps
  • Did not attempt any on-call troubleshooting of the flashing-red issue, which is a standard symptom with documented resolution paths in the KB (e.g., power cycle, re-pairing, factory reset).
  • Repeatedly requested the same customer information (name, email, phone) at [02:00] and [05:00], causing inefficiency and poor customer experience.
  • Failed to confirm or update the customer's email address when corrected at [06:00]; risk of failed follow-up.
  • Did not create a HappyFox case or reference any case management, violating standard protocol for support tracking.
  • Failed to set a clear expectation for when the emailed instructions would be sent or what they would include.
  • Allowed the customer to end the call abruptly without proper closure or confirmation of understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered to email instructions but did not resolve the flashing-red issue during the call or confirm resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (reboot, LED interpretation, modem check) were performed; agent skipped troubleshooting and moved straight to email instructions.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free phone support for out-of-warranty devices, violating OOW best-effort standard; should have attempted troubleshooting before offering paid support or email.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause; did not ask about power cycle, ISP status, or LED behavior beyond 'flashing red' — no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote diagnostics, web UI check, speed test); relied solely on customer description without attempting verification or guidance to local access.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed out-of-warranty devices receive no free phone support, contradicting policy that requires best-effort troubleshooting regardless of warranty status.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected information and maintained basic flow but failed to set expectations, frame the interaction, or manage transitions clearly.
C2 Met Confirmed understanding conf 94%
Agent used simple language, repeated email request clearly, and avoided technical jargon, adapting to customer’s non-technical tone.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, did not transfer, and committed to sending instructions, taking ownership of the follow-up.
O2 Met Proactive follow-through conf 95%
Agent stated, 'I’ll create the instructions first and I’ll send it after the call,' providing a clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted based on the information provided during the call.
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 97%
Agent ignored customer’s emotional cues ('she told me not to press reset') and expressed no empathy for frustration or repeated attempts.
X2 Not Met Tone & rapport conf 95%
Agent used a neutral, scripted tone without adjusting to customer’s anxious state or checking comprehension beyond basic repetition.
X3 Not Met Overall experience conf 96%
Agent asked for name, email, and serial number multiple times despite customer providing them, creating unnecessary repetition.
Call Transcript13 turns · 13 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, please have your devices 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. Hello, thank you for calling Linksys. My name is Belize. Is your first time calling? All right, great. Um may I have your first and last name, please? [silence]
00:00
Speaker 1
and she like had control over all this electronic stuff in my life. So I I don't know what you know how to get my Wi-Fi up and running now because the routers are all flashing red. I I so I called her and was like uh what do I do and she's like whatever you do don't don't press reset because that messes it up and I had already pressed reset there. So then I went ahead and tried to um unplug it and try to long enough that the light went off and then came back green and then minutes later went back to flashing red.
01:00
Speaker 2
What have you done so far or did you just discover that it's all flashing red. Yes. Yeah, that will really messed it up everything if you press the reset button. How long did you press it?
01:00
Speaker 1
Yeah, my first name is Theodore. Last name is Simning, S-I-M-N-I-N-G. Theodore.gabriel.stimnying@gmail.com, 530-913-2225. I have three.
02:00
Speaker 2
Okay. So I think you wanted to have an access for your Wi-Fi. But then again, if you press the reset button, you have to reinstall everything. May I have your first and last name please? And your email. And your current phone number. How many links this device, do you have? May I have the serial number of the one?
02:00
Speaker 1
Okay. let's see. five, F as in frank, one, one, Mary, three, eight, A, zero, seven, one, nine, one. Oh, geez, that's even smaller print. W, H, W, zero, one, call facts.
03:00
Speaker 2
Provide me with the model number and your name of your internet service provider.
03:00
Speaker 1
uh Colfax dot net. Uh, uh, no. Um, I have Verizon as my phone provider, but not my internet provider. I think it's, um, maybe it's Hughes. Hughes. Yeah, I'm texting. Um, uh, hi.
04:00
Speaker 2
Sorry, come again. What's the company name? Is it related to Spectrum? Verizon? [silence] And how long have you been using your linksys system?
04:00
Speaker 1
Five years. Okay, so, so by following instructions, I should be able to get this, um, working by, what, email? Okay.
05:00
Speaker 2
Okay. Um, your Linksys devices, it appears here, they are already out of warranty. So with Linksys, if the device is already out of warranty, we no longer provide any free assistance over the phone. So what we can help, um, you may consider, okay, proceed with a paid service, but that would cost you $15 as one-time non-refundable support or I can send you the instructions for the installation through your email for free. So which of the two would work for you? Yeah, we have the free option. I can send instructions how you can reinstall your Linksys devices and we can send that through your email. You just have to follow the step-by-step. Because what happened is the device gets corrupted, and then you would have to reinstall of your statements.
05:00
Speaker 1
Okay, cool. All right. So, yeah, if you could send me that that'd be great. Uh it's Gabriel.top and at gmail.com. Okay. No, thank you. Bye.
06:00
Speaker 2
Oh if you press the reset button it goes back to its original settings which you need to start the setup again from the beginning. Okay. The same email or you have alternate email? Okay. I'll create the instructions first and I'll send it after the call. Okay, is there anything else? Okay, you're welcome. Thank you for calling Linksys. Bye bye.
06:00