V2 Rubric Detail — ecc1ef22-76f8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:04
Duration
13m 35s
Contact
Andrea Briscoe
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135805
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide standard best-effort troubleshooting for an out-of-warranty device and instead immediately pivoted to a paid service, violating OOW support policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed no support for OOW devices, and offered only a paid service option. No escalation was made, and the interaction lacked empathy, clarity, and ownership. The issue remained entirely unresolved, meeting the Avoidance/Evasion threshold for auto-zero.

V1 Case Analysis

Customer reports WHW03 blinking red after reset, no Wi-Fi. Agent incorrectly labeled device as end-of-life, offered paid support without troubleshooting, and engaged in off-topic discussion. No resolution achieved.

Troubleshooting Steps
  • Collected name, email, serial number
  • Identified device model as WHW03
Key Observations
  • Agent incorrectly claimed WHW03 is end-of-life and no longer receives firmware updates — contradicts KB which confirms WHW03 is supported and receives updates.
  • No basic troubleshooting steps were performed despite clear symptoms (blinking red LED after reset).
  • Call included long silences and an off-topic discussion about currency exchange (transcript [05:00]–[06:00]), indicating loss of call control.
  • Agent failed to verify WAN connection or guide customer to check modem link.
  • No attempt to guide customer through factory reset procedure or local web interface access.
Positive Highlights
  • Correctly identified model number WHW03 from serial number.
  • Collected customer contact information and serial number accurately.
Agent Errors / Gaps
  • Incorrectly stated WHW03 is end-of-life and no longer receives firmware updates — contradicts universal_firmware_update.md and product support policy.
  • Failed to perform basic troubleshooting: no power cycle, no cable check, no factory reset guidance.
  • Prematurely offered paid support without first attempting free self-help steps.
  • Allowed call to derail into off-topic discussion about currency exchange rates, violating call control protocol.
  • Did not guide customer to access http://192.168.1.1 or http://myrouter.local to check status or reconfigure.
  • Mischaracterized blinking red LED without consulting KB — could indicate WAN issue, not hardware failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path—neither troubleshooting nor escalation—and closed with a paid-service option only. Issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Only one vague diagnostic question asked ('color of the light indicator'); no steps like power cycling, checking WAN, or verifying ISP status were attempted.
R3 Not Met Correct resolution path conf 96%
Agent stated OOW devices receive no free support, contradicting policy; failed to offer best-effort troubleshooting (e.g., factory reset, setup steps) before pushing PayConnect.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process: did not confirm symptoms (e.g., blinking red on which device), ISP status, or connection type; jumped to end-of-life claim without verification.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote access, admin UI, logs) to verify device status or connectivity, despite the need for accurate diagnosis.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed no free support for OOW devices, contrary to the OOW standard in the rubric; also misidentified WHW03 as 'end-of-life' (no such status exists in the provided KB for WHW03).
Communication
C1 Not Met Clear & professional language conf 96%
Frequent silences, fragmented speech ('M-m-m-m-M-h-m'), and lack of agenda; failed to control call flow or set expectations.
C2 Not Met Confirmed understanding conf 93%
Used unclear phrasing ('The Linksis products'), did not adapt to customer’s frustration, and failed to confirm understanding at key points.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by refusing troubleshooting and redirecting to paid service without attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given; only offered optional paid service without timeline or action plan.
O3 Not Applicable Closure confirmation conf 90%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation offered despite unresolved hardware-like symptom (blinking red LED) on a mesh device that may require engineering input.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, so execution criteria (correct team, details, notification) were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Minimal empathy shown; 'I'm sorry' was perfunctory and not tied to customer’s expressed frustration or effort.
X2 Not Met Tone & rapport conf 92%
Did not adjust tone or pacing to match customer’s confusion and frustration; continued with disjointed responses.
X3 Not Met Overall experience conf 93%
Customer had to repeat information and was presented with a financial obstacle rather than a direct solution path.
Call Transcript21 turns · 24 lines
Speaker 2
welcome to links' support for 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 reggister.linksys.com. please have your device's 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. please have your devices serial number and contact information ready. if unavailable, kindly call back later. for out of warranty products, paid support option may be available depending on the issue. I'm sorry. Hello, yes. speak slowly, please. hello? Hello. speak slowly, please. Hello, can you hear me? Yes. Yes, um, my name is Dylan. Thank you for calling links. Thank you for your support, ma'am. I know what seems to be the problem. [silence] Ma'am, um, have there been, like a, a power outage or internet outage prior to having this issue?
00:00
Speaker 1
Stender to, to see if it would reconnect, but I think I've got to go online and uh, because maybe I took it back to factory. Yah. My name is Andrea Briscoe. B-R-I-S-C-O-E. B-R-I-S-C-O-E. B-R-I-S tower
02:00
Speaker 2
mmm, um, mm-hmm, and actually, um, yeah, since you have reset the router, it, it probably went back to its default settings. So you, um, you might need to, like, upgrade, uh, the extender that you have right now. But, um, anyway, let me just, um, gather some information first and, um, create a record of you here. Alright, so let's start with your full name. How do you spell your last name?
02:00
Speaker 1
is far away from me right now, but I have the secondary unit near me. Can I give you that? Or you need the one that's plugged into the modem.
03:00
Speaker 2
Okay All right, How about your email address, miss Andrea? Hmm? All right So that's Andrea Coaches. at gmail.com. All right, now um, can you provide me the model and the serial number of the linker device you have? Hmm? Does it have
03:00
Speaker 1
I don't know the answer of to that question. It's the exact same thing, except it's just not plugged into the modem. I'm trying to avoid going up a bunch of stairs and doing a bunch of stuff, but if I need to do that, I will. Okay, thank you. I understand. Okay, so then I can't use the one that's here. Don't tell me. I cannot. Okay. Where are you, sir? Where in the world are you? [silence] If you have any questions, we'll talk, however, it's not in relation [silence] OK. Boy, the Philippines has like a booming customer service business, huh? Thank you. Yeah, I guess it's also much cheaper for the U.S. I'm sure. What's the U.S. dollar compared to uh, uh, like $600, right? What- is the fortune Place, though? Yeah, so what's $1 in Tases? $1,500? $1,300?
04:00
Speaker 2
We're based in the Philippines. $1 in peso is just like, I think that's 60, 60 cents. uh huh okay, if you do have any search in the uh i'll [silence] we name default name
05:00
Speaker 1
Okay, so the serial number is 20J 20 60 79, 35 405. And the Mac address is em 20 J 20 60 79 35405.
07:00
Speaker 2
People, but it's not cool. I'm sorry. That's 20 J. 20. Uh-huh. All right, let me just repeat. That's 20 J. 206-6079-34505. Uh-huh. Okay.
07:00
Speaker 1
Do you need the Mac address? Okay. I don't know. I can't see anything on there. Uh it's uh Xfinity pod case.
08:00
Speaker 2
405. No need for the Mac address, ma'am. All right. So, based on the serial number you've provided me, you have a linksys router with the model number WHW03. Mhm. Yeah, it's, it's, it's, here on our system. Uh, anyway, um, I also know, ma'am, Andrea, who's your internet service provider. Mhm. All right. Finally, guys.
08:00
Speaker 1
[silence] Red. [silence] No. It's blinking red. [silence] Yes. [silence] My service was turned off. [silence] As I just told you. [silence] Do you remember that conversation we just had? [silence] My service was turned off. [silence]
09:00
Speaker 2
Okay, um, just to verify, uh, Ms. Andrea, what's the color of the light indicator right now? Solid red. Well, for this one, ma'am, you probably you probably blinking red. That's the, you know, the the other one, right? Uh, I mean, is this the the main router? Let's see. And prior to having this issue, was there like outage? Oh, oh, yeah, I'm sorry.
09:00
Speaker 1
I, let me just finish speaking. I, went, I got a T-Mobile business modem. I plugged it in, and it worked, but the signal was so weak that I went back to Xfinity. So Xfinity had problems providing me a service until last night. And that's when I, tried to reset my, mesh extenders that are on Linksys. And today, I was so frustrated, I just pushed that red button to see if that would reset the connection. And I don't know it, whether I reset it to factory or what. Okay, but that's where we are right now. Blinking red. Little blinking red, but I even, I'm not even sure it was plugged into the modem right now. I know it's just plugged into the wall. So it, it’s actually not plugged into the modem, because when I plugged it into the
10:00
Speaker 2
M-m-m-m-m-M-h-m-m-m-m-M-h-m-m-m-H-hum, hum, hum, H-h-hum, M-m, hum, hum, Hum, hum, okay, M-m-H-hum, hum, I see.
10:00
Speaker 1
uh the modem, then I can't get any Wi-Fi signal. You're talking about the extender? but it works with, I don't plug in the extender. So you're saying that needs to be reset again too? Uh no, you you're you're telling me that I need to uh oh god what do I need to reset? Uh the the uh the um oh the the the ball and the thing that pops up. Oh it's on the on the um on the bottom of the machine. Uh it's on the there's a little thing that pops up on. Yeah, okay. Oh, thank you. Uh so rip my daughter's wi-fi. Uh okay now that I got these um screenshots, I'll make an appointment for you, grant you, and we'll go from there. Okay, thank you.
11:00
Speaker 2
as for this one uh miss Andrea you probably need to perform um a device or configuration on your router so technically you need to reset it back to its default settings and set it up again since you had reset the router a no the the whole network itself so yes uh the main one even the the child node needs to be needs to be reset
11:00
Speaker 1
Okay Mixes products or the the Comcast Xfinity product. Hardware. Okay. So can we do that?
12:00
Speaker 2
The Linksys products. [silence] Here's the thing, uh Ms. Andrea, the Linksys device that you have right now, is actually already part of our end, end-of-life devices, uh, which means we no longer manufacture this one and update its firmware. [silence] Also, um, looking at the information you provided me, the device is, already, out of, warranty since uh, 2022. [silence] Unfortunately, for out-of-warranty devices, we no longer provide a free troubleshooting assistance over the phone. [silence] However, uh, we do have an ongoing support to our PayConnect service for a one-time fee of uh, $15, but if you don't want to proceed or opt-in with a PayConnect service, I can.
12:00
Speaker 1
Okay. So, based on the fact that you're saying that you don't manufacture this and you don't update the firmware, then why would I troubleshoot it? Isn't it better for me to just get a new extender? Okay. Okay. Okay, great. Thank you, sir.
13:00
Speaker 2
[silence] Yeah, I would also be recommending you that, well, technically, [silence] over time, you will experience more trouble with the device.
13:00