V2 Rubric Detail — f1e82480-73e7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:25
Duration
26m 17s
Contact
Damian Sanchez
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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: Agent collected full credit card details (number, expiry, zip) twice and attempted to process payment before any diagnostic troubleshooting, violating PCI/financial security protocols. This constitutes Avoidance/Evasion (B) by prioritizing payment over support and creates fraud risk (D) through improper handling of sensitive data.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution3.44/5
Technical1.25/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

Despite technical resolution being achieved (node paired and functional), the agent violated critical PCI/security protocols by collecting payment before troubleshooting, provided incorrect network topology advice (connecting node to modem), and showed no empathy. Assessment 3 confirms the technical inaccuracy (T3) but does not override the auto-zero basis, which stems from non-technical critical failures (B, D) clearly supported by the transcript.

V1 Case Analysis

Customer reported red light on WHW03 mesh node. Agent offered $15 paid support, performed 5-press reset, and used Linksys app to add node. Node now shows green; customer reports network appears functional. No serial number or case number documented.

Troubleshooting Steps
  • Offered and accepted $15 paid support.
  • Performed 5-press reset on main node.
  • Moved child node closer to main tower.
  • Used Linksys app to add node to mesh network.
Key Observations
  • Agent pushed paid support immediately without diagnosis or basic troubleshooting (e.g., power cycle, modem check).
  • Provided materially incorrect technical guidance (impedance values not applicable to WHW03).
  • Failed to collect serial number or document case number.
  • Did not verify resolution with connectivity or speed test.
  • Instructions were confusing (e.g., inconsistent references to 'extender node' vs. 'child node').
Positive Highlights
  • Correctly identified WHW03 model from record and confirmed out-of-warranty status.
  • Used the correct 5-press reset method for node re-pairing (per `universal_factory_reset.md` and `velop_child_node_setup.md`).
  • Successfully guided customer to use the Linksys app for node addition.
Agent Errors / Gaps
  • Provided factually incorrect technical information: WHW03 does not have impedance settings; '400 ohms' and '1000 ohms' are not valid router parameters (transcript [09:00]). This contradicts the KB, which does not mention impedance values for any Linksys mesh product.
  • Failed to follow basic troubleshooting protocol (e.g., power cycle, modem check) before offering paid support.
  • Did not verify resolution: no confirmation of internet access, mesh sync, or device connectivity beyond customer's self-report.
  • Mischaracterized Ethernet backhaul setup: implied it was optional for stability without clarifying correct topology per the KB (main node → modem, child node → main via Wi-Fi/Ethernet).
  • Gave contradictory instructions: first said to disconnect Ethernet, then later confirmed it was acceptable (transcript [21:00]–[22:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the child node is added, shows as green in the app, and devices are reconnecting; agent verifies functionality and closes with confirmation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent eventually guides through 5-press and app setup, but begins with payment processing before diagnosing; troubleshooting starts after financial transaction, not before.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identifies out-of-warranty status and offers paid support, but presents it as a prerequisite to help rather than offering best-effort troubleshooting first per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asks about LED color only after initiating payment; no root cause analysis occurs before charging—diagnostic steps follow financial commitment, not precede it.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately uses the Linksys app to add the node, which is the correct tool for WHW03 mesh setup and provides real-time feedback during pairing.
T3 Not Met No misinformation conf 90%
Agent instructs customer to connect the node to the modem ('connect it to the modem') at [22:00], which contradicts mesh topology where child nodes connect to the main router, not the modem.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic flow but fails to set expectations at start, has unexplained silences, and transitions abruptly into payment without framing.
C2 Partially Met Confirmed understanding conf 75%
Agent uses understandable language but does not adapt to customer’s confusion or check comprehension; relies on scripted prompts without personalization.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owns the case end-to-end, processes payment, performs troubleshooting, and sees resolution without transfer.
O2 Partially Met Proactive follow-through conf 75%
Agent gives vague timelines like 'wait an hour or so' for callback and doesn’t clarify if monitoring is active; next steps are action-based but lack ownership clarity.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history is referenced or evident; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledges customer’s expressed frustration ('I've been having a rough time'), offers no empathy, and treats interaction as transactional.
X2 Not Met Tone & rapport conf 90%
Agent continues at fixed pace despite customer hesitations, repeated silences, and confusion about steps; no adjustment in tone or pacing.
X3 Not Met Overall experience conf 90%
Customer is forced to repeat full card details multiple times due to agent error; also required to move hardware manually when remote guidance could have prevented missteps.
Call Transcript36 turns · 42 lines
Speaker 1
Hi, Gerald. How are you? [silence]
00:00
Speaker 2
welcome to link support to ensure quality service your call 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 thank you for calling linkup i'm gerald thank you for calling me today Okay, let's figure out how we can fix that, but let me, based on your phone number you have a record right here. Uh are you Diamond? Okay, let's check your record. Is it the same router or no? Okay, so what's the light of the tower? [silence]
00:00
Speaker 1
It's a red red. Okay of okay if you what you could and what you help me with doesn't doesn't work at at the end, um, would I still be charged the $15 or no?
02:00
Speaker 2
Is it more like a pink red or it's a red red? Okay. Got it. So model number of that based on the record is W H W 0 3. And oh, let me double, okay. Got it. So based on the record, this is also out of warranty. And for other warranty devices, we charge $15 to assist you. Okay with that? Nonreparable. Yeah, one five $15. So I can send you the guide now you can do it yourself that way you won't be charged. It's gonna be the same if we're gonna do it here. So it's up to you. If you want to try it first. That is unfortunately correct. Yeah. Whether gros
02:00
Speaker 1
[KEEP_UNCERTAIN] Got it, okay. I mean, yeah, that's fine. I just need to get this fixed. I don't know. I'll pay the $15. because I tried to do it last time when they want me to stop thinking, but it just, it was, I couldn't understand it. $15 and it would last an hour they said? Okay. Yeah, that's fine. [silence]
03:00
Speaker 2
All right, let me open my tools. it's open now. before uh charging $[REDACTED_PAYMENT_DIGITS], I want to make sure that you understand what you're going to pay. so this is again one time, non refundable, it's not monthly, just one time and it's $[REDACTED_PAYMENT_DIGITS] It's going to last an hour, okay? that is correct. Uh-huh. okay. so I'm going to need to ask for your card info. is that okay? um, Well, I mean, no problem, if my problems I want to fix. You know, I just been having a rough time lately with my machine and I don't know anybody that could help me. So $[REDACTED_PAYMENT_DIGITS] and my machine's going to be fixed. Is that what I'm getting? Perfect. Uh-huh. Yes. that works. Okay. Okay. Um, I just need your full card, your full number and day month, year, and zip code as well, please. Okay. Okay. My card number is [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Oh shoot. I didn't finish yet. Oh well. My month is [REDACTED_PAYMENT_DIGITS], year is. uh, Nick. uh, Nick. uh, Nick. uh, Nick. Nick. So again, what did we get the full first? Oh yeah. Okay, card number. 4, 7, 2, 7, [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] Okay, month is [REDACTED_PAYMENT_DIGITS] and the year is [REDACTED_PAYMENT_DIGITS] And the zip code is [REDACTED_PAYMENT_DIGITS]? Uh-huh. Um, okay, let me just run an order here for you. Okay. Uh-huh. Awesome. That is done. We will just have to wait an hour or so and there's going to be a call to. Okay. In the meantime, please, uh, don't touch your computer I'm going to be watching it and taking care of it. Okay. Uh-huh. Thank you.
03:00
Speaker 1
Okay. [REDACTED_CARD_NUMBER].. 10-30. 2-7-9. Yes, d A M I-AN.
04:00
Speaker 2
you pause the recording because we do not store your card information, so I'm going to pause the recording now. what's your car number. And what is the expiration date? What is the security code? And your email. Is it DAMIAN.[REDACTED_PAYMENT_DIGITS]@att.net? [REDACTED_PAYMENT_DIGITS], right?
04:00
Speaker 1
Yes. Sanchez. Okay.
05:00
Speaker 2
Alright. What's your last name? I don't see your last name documented here. Sanchez, okay. I'm charging you $15 now and I'm gonna proceed, okay? Alright, I'm doing it now.
05:00
Speaker 1
The note is in the, it's in the, it's in the, actual room. It's in the master bedroom. Um, it is connected to the main tower what they, um, what the, I think it's an internet cable from Amazon.
06:00
Speaker 2
Alright that went through and the recording is now resumed so where's that load at right now? Is it near by the main tower or where is it? Yeah, Ethernet cable. Okay, so here's what we're going to do since adding restraints that now
06:00
Speaker 1
So this connected from here. Okay. I don't need to take that internet cable that is connected to it, right? Just take the note and the power cable. Okay.
07:00
Speaker 2
Sure, to be close to the main tower, move the extender node to where the main tower is located, plug it into power next to it. That's main tower. It... disconnector from it there. Once it got added, we can put it back there, once it got added. [silence] Yeah, just a note in the power adapter. Yeah, correct. [silence]
07:00
Speaker 1
Okay. So I just plugged it in and it's blue now. So I'm thinking it's probably all right now. I tried to reset the main one, but I don't think the main one will reset it because it's still green.
08:00
Speaker 2
good once it's back to read yet let me know
08:00
Speaker 1
[silence] Yeah, I mean the main one is the main one is working. Um, it's solid green and connected back to my my uh Wi-Fi, like the name of the Wi-Fi. Uh, no, it's still green. It's still blue, I'm sorry. Okay, now it's red.
09:00
Speaker 2
okay that's good then but uh that's working right you you can connect it okay good all right good so we can just add it uh what's the light now it's back to read okay okay at the bottom of the the main tower there is a reset button press and release that five times okay we're we're at 400 ohms uh we want it to be 1000 ohms okay and now we just need to adjust it till it goes to work okay it looks good to me it's it's blinking already okay cool we are finally there okay uh continue so we're good to go right okay perfect okay so let's go ahead and try to run it and see if uh it works okay check check all nodes okay move now okay uh all the uh all nodes are okay and running what's the uh uh turn signal indicator okay I'm gonna turn this right now uh sankara young said we are ready to go uh give me okay can we uh do it okay yeah okay continue with sankara [ silence ]
09:00
Speaker 1
uh I just moved it. Oh, okay. the one that's connected. Um, uh you said to press it five times. Do I disconnect um do I disconnect any of the of the stuff that I have on the bottom or no? Okay. Okay. Uh oh, my God. I actually already turned it on. Um, uh I'm sorry. Let me connect it back to the device. All right. So, I mean, turn that off. So, I let it come back on, right? And when it's green, I do that? [silence] Okay. So it's green now. Let me go ahead and do those. Okay. [silence]
10:00
Speaker 2
Oh, you can do the, uh,
12:00
Speaker 1
So, now it went to red a little bit and then it went back to green right now.
13:00
Speaker 2
Sorry, what happened to the main Tower? Okay. Uh, what happened to the Extender Tower? It's supposed to be blinking. What's the distance of that to the main node? Okay. All right. So, do you have the Linksys app installed on your phone? Can you log into it? Let's use the app. okay you see the three lines at the top left of the menu bar press on that and scroll down look for the option set up a new product click that and then add a node
13:00
Speaker 1
All right. So this could take up to a minute. Right. OK. The other node, it's blinking red now. OK. No, it says, "This could take up to a minute." So it's still— the little bar on the bottom is loading. Now it says, "Adding your child nose. Keep your phone in the set." This could take from four to six minutes. [silence]
15:00
Speaker 2
all right that that could be a good sign uh and the app is it telling you to wait four to six minutes okay all right we're gonna Only four to six minutes and we'll be ready. You can take your time. Ask any questions you have, questions. I'll grab water, a coffee, whatever you want.
15:00
Speaker 1
Hello? All right. So I think it's, it finished already. It says, your network says my family room node, which is a main node and it says, child node node one. Then press next, then up. Yes, it's green. All right, go ahead and move your child node in to keep them a room apart about 30 feet. If needed, you can check the signal strength in the app. Finish. Finish. Mmhmm, okay. [silence]
20:00
Speaker 2
Yes. What happened? Okay. Is it green? Yeah. Okay. Perfect. I'll finish it. You can put it back to where it was and we'll see how it goes.
20:00
Speaker 1
Because it doesn't necessarily need to be connected because the only reason why we connected with the internet cable is because it's all the way to the back of the house and the Wi-Fi wouldn't get it all the way over here, but I don't necessarily need to connect it to the internet cable, right? Got it. I mean I'm going to connect it with the internet cable because it's not going to get over here, but hopefully that fixes it because it keeps on coming back in and out. So, yeah, it's connected to the main tower. Yeah.
21:00
Speaker 2
Yeah, it works Wi-Fi or cable. Oh, I see. Where's the other end of the Ethernet cable connected to? Is it to the main tower or to a search hub? Okay, should be good. [silence]
21:00
Speaker 1
it should it shouldn't be connected to the actual spectrum modem, right? It should be connected to the main tower, right? All right. So you're you aren't connected to Sanchez. Check your Wi-Fi settings and you're okay. I think it's because I disconnected it. So let's see if it counts.
22:00
Speaker 2
Yes, correct. Then connect it to the modem. Correct. [silence]
22:00
Speaker 1
okay. Okay. So I'm just connected and I went to green. Okay. Okay. So I'm, I went back to the. I mean everything seems like it got connected. My computer just got connected for more. My phone got connected. So I guess I just tested out and see. [silence]
23:00
Speaker 2
All Right. Okay. Do you have a different question? Anything else that I can help you with? Do you want to test, if it's working? Okay.
24:00
Speaker 1
yes, I mean, I think it seems like it's working, so hopefully it doesn't keep on going out and in, so we'll I'll check on that and see if it keeps on going out and in.
25:00
Speaker 2
I'm observing the connection for now
25:00
Speaker 1
Yeah. No? Thank you so much. You too. Bye bye.
26:00
Speaker 2
How are we guys you have questions? Thank you so much for your patience and cooperation with this I hope you have a good one you take care. Thank you.
26:00