V2 Rubric Detail — eb8e9b42-6b5d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:37
Duration
27m 55s
Contact
Kenya Taylor
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133979
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node not resetting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly diagnosed a solid blue LED as a hardware fault, and redirected the customer to buy a new node on Amazon without attempting resolution. No tools were used, no empathy shown, and the interaction lacked ownership and technical accuracy, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reports one WHW01 mesh node not connecting; solid blue LED persists after resets. Agent collected details, concluded likely hardware defect/out-of-warranty, advised purchasing replacement.

Troubleshooting Steps
  • Verified node LED status (solid blue)
  • Performed factory reset (no change)
  • Collected serial and model information
Key Observations
  • Agent correctly identified solid blue LED as ready state per KB but omitted required 5-press pairing troubleshooting for WHW01.
  • Warranty status inferred from customer-reported age without formal lookup or policy verification.
  • Paid support offered before completing all no-cost troubleshooting steps, violating out-of-warranty support protocol.
  • No firmware version check or wired backhaul connection test attempted despite KB requirements for mesh node issues.
Positive Highlights
  • Accurately interpreted solid blue LED as ready state per KB guidance.
  • Collected essential device and customer information (model, serial, name, email, ISP) early in the call.
  • Provided clear, actionable next step (purchase replacement node) aligned with likely hardware failure and customer acceptance.
Agent Errors / Gaps
  • Failed to perform standard mesh node recovery (5-press pairing) as required by KB for WHW01 nodes showing solid blue LED.
  • Did not verify firmware version or attempt wired backhaul connection, both mandatory per KB troubleshooting flow for mesh connectivity issues.
  • Assumed out-of-warranty status solely based on customer-reported device age without formal warranty lookup or policy confirmation.
  • Offered paid support before exhausting all no-cost troubleshooting steps, contravening Linksys support protocol for out-of-warranty devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the device defective and redirected customer to purchase a new node on Amazon without resolving the issue or providing a valid alternative path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent skipped diagnostics and went straight to hardware failure conclusion after only asking for model and serial number.
R3 Not Met Correct resolution path conf 96%
Agent offered a $15 paid service not in KB and refused best-effort troubleshooting due to OOW status, violating the OOW standard requiring real troubleshooting attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify actual symptoms beyond 'won't connect' and did not ask diagnostic questions about setup, placement, or prior behavior.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI, logs, remote session) were used or suggested, despite the issue being potentially diagnosable via web interface or signal strength checks.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated that solid blue LED indicates hardware failure; for WHW01, solid blue means ready/paired — this is a material technical inaccuracy.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no call framing, allowed long silences, and failed to guide the interaction with clear structure or transitions.
C2 Not Met Confirmed understanding conf 92%
Agent used technical terms without explanation and did not confirm understanding or adapt language to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by suggesting customer buy a new node on Amazon instead of attempting resolution or follow-up.
O2 Not Met Proactive follow-through conf 95%
Only next step offered was 'go to Amazon' — no specific action, timeline, or follow-up commitment made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent did not identify a valid trigger requiring escalation.
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 showed no empathy, used transactional tone, and did not acknowledge customer frustration or effort.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s emotional state or pace; communication remained flat and disengaged.
X3 Not Met Overall experience conf 95%
Customer had to repeat model/serial information and was given an avoidable obstacle by being told to purchase a new node.
Call Transcript16 turns · 29 lines
Speaker 1
41 The country is a planet. It's going to be regular vinyl. that, that sound, and, and, and, [silence] Thank you. And this is the Atria. We've been so. My. My. Oh my god. Gary. We all think of themselves as good feeling, right? Cause we all are good feeling, right? Good feeling, right? But how do we impact others? Well, you know, the way I understand it is, bad things can happen to good people, right? Bad things can happen to good people, right? But why does bad things happen, right? Why? But you know, but you know what? You know what? Life is told instantaneously. Life is amazing. Life is everything. But bad things happen. You know what? You know me. Put yourself in somebody's shoes. You know? Put yourself in somebody's shoes. You know, you know. You know? Think about it. Think about it. Think about it. Think about it. It's good feeling, right? It's good feeling, right? It's good feeling, right? It's good feeling, right? Good feeling, right? Good feeling, right? Good feeling, right? Good feeling, right? [silence] USE THE SAME Wi-Fi [silence] Wi-fi [silence] devices will automatically before they see the same [silence] My Wi-Fi is not showing up oh man[silence] How to fix [silence] I saw you've tried answer my question how to fix Wi-Fi when it's not [silence] [silence] why [silence]. I thought I'd be a little too early to cry. I have no true friends. I'm tired of talking. It gets busy before she goes to bed. She's on the phone. She's gotta be home by 10:00. [silence] I forgot what I was gonna say. [silence] Okay, um, it's okay, it's okay, it's okay. Is it uncomfortable? [silence] Try not to use your hands and just try to keep time. [silence] There you go. [silence] I'm sorry. [silence] How are you? Uh, [silence] I got a good rate. I'm on the track. They're taking Sonny's table. Just cool down. I'm gonna miss me. I need to chill. I'm gonna take the i Hi, Gerald. This is Tasha. Um, so I have two of the Linksys, Linksys notes, um, Wi-Fi extenders. So I finally did get one of them to work, but one of them will not connect, um, either by plugging it in directly or using the Linksys app. Um, I tried to do a factory reset on it, but it did not help. So, I don't know what to do next. Can you help me with that, please?
00:00
Speaker 2
In here we're calling System of Mr. Gerald and I hope
20:00
Speaker 1
Even when I'm pressing the reset button, it's still blue. Umm, I mean, I can turn it off and I tried to reconnect it multiple times, but it won't connect at all. Yes. Yes, I've reset it three times now. So I got one of them to connect. Uh, the one that, um, extends to our, like, downstairs area will not reconnect. [silence] Yup, it's still solid blue. It doesn't change any color at all, other than blue. [silence] it's just
21:00
Speaker 2
Is install even after resetting the router after you tried resetting it? And if you unplug it, plug it back in, still the same, solid blue. All right. So it sounds like a hardware issue. What's the serial number of that and model number?
21:00
Speaker 1
Serial number is two five F 10 M 35 A 10 8 5 1. One zero. M 35, a 10 8 5 1. [silence] What's the model? WHW01. [silence] What is your?
22:00
Speaker 2
Sorry, you're, you're breaking up. So, that's two 5 F and what's after that? Okay. All right. What's the model number? Got it. What is your first name and last name so I can create a record? [silence]
22:00
Speaker 1
kenya K E N Y A last name is Taylor t a y l o r email address is kenya k e n y a 40 @ yahoo.com AT&T. yes. when oh shoot no it's been i mean i've had it so.
23:00
Speaker 2
What is the email address? Thank you. Who is the internet provider? Got it? Okay. Do you remember when and where you purchased this one? Just in case if it's defective, but that does sound like defective though. But do you remember when you purchased this? [silence]
23:00
Speaker 1
Forever? I mean, at least maybe four years? Yeah, let me see. Hold on. My bad. It's been eight years. That was way off. Yeah, I mean, we switched our modem a few times, but we kept the same nodes, 'cause they always said it was fine. And they normally connect. All right. Yeah, it just blew.
24:00
Speaker 2
[silence] Four years. Okay. Right, but since the light's staying solid blue, even after doing reset on that router, it it's possible that that node is already defective.
24:00
Speaker 1
Oh, okay. Okay, so you said how much do you charge? Okay, $15 is that to get a new node? I'm not gonna lie, I agree with you. I thought it was defective too. because, you know, with all the reset and stuff. Um, do you know how we get a new node?
25:00
Speaker 2
And since the device is out of warranty, unfortunately, we cannot process a [silence] replacement for this. If we also do troubleshootings on this since it [silence] I mean, since the device is out of warranty, [silence] unfortunately, we charge $15.00 to assist, but again, it sounds like defective to me. So if you're gonna continue, it's up to you. $15.00? That's one-five. [silence] non-repandable. [silence] Now, to [silence] assist you doing doing troubleshooting on this router, [silence] to help you with this. [silence] But I [silence] not sure if I can help. [silence] Then it really sounds like defective to me. The decision is yours.
25:00
Speaker 1
Oh, no, I was like, do we go through you guys, or will we go through AT&T to get a new node? Sorry, could you say that one more time? Okay, so it's the same model number as the one that's working then? The model number. Oh, it's the same. It's that WHW01, so it's the same model number.
26:00
Speaker 2
How much is a new node you say? Is that? Uh okay. You can go to Amazon instead to get a new node to pair it to your existing mesh node. You can go to Amazon. You can look for the same model number or upgraded model number. I'm not sure. You haven't given me the model number of the one that's working. Can you give me can you give it to me? [silence] You can look it up in Amazon. [silence] [silence]
26:00
Speaker 1
Go and go. [silence] Um, I think I'll try that. I'll just try to go purchase a new one, cuz I think I need a new one. I just wanted to check with you guys to see what you thought. So, I appreciate you helping me. Nope, that was pretty much it. You too. Thank you so much. Thanks. Bye, have a good day. [silence]
27:00
Speaker 2
I think it's about a- Oh yeah, it is available. However, one is renewed. This is... oh okay. There's still stuff, let's see. Alright, I think that I think you can approach the same model number. So yeah. What's your decision with this? Alright everyone, welcome. Do you want to ask something? Or anything else I can help you with? Okay. Nothing else? Hope you have a good one. You take care. Thank you. Bye bye.
27:00