V2 Rubric Detail — f49c71f2-74de-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:53
Duration
16m 58s
Contact
Jazminn Signor
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135355
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: Avoidance/evasion: agent failed to perform any troubleshooting and immediately pivoted to paid service and payment collection without addressing the technical issue, violating core support protocols.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent provided no technical troubleshooting, resolution, or meaningful support, instead directing the customer to a paid service without assessing the issue. Critical failures in resolution, technical accuracy, ownership, and customer experience resulted in a completely unresolved case with evidence of avoidance behavior warranting auto-zero.

V1 Case Analysis

Customer unable to add fourth WHW03 node; entire mesh offline. Agent offered paid support without troubleshooting, provided incorrect URL (support.links.com), and began non-compliant payment collection. Issue unresolved.

Troubleshooting Steps
  • Asked about LED colors on each node
  • Offered paid repair and paid-connect service
  • Provided incorrect support URL (support.links.com)
Key Observations
  • Agent skipped all standard mesh troubleshooting steps (reset, firmware check, 5-press pairing) despite WHW03 being a 5-press compatible model per universal_5press_models.md.
  • Provided incorrect support URL (support.links.com) — a confirmed non-Linksys domain — violating protocol and accuracy.
  • Did not verify or document product serial number or warranty status despite discussing paid support.
  • Payment handling was incomplete and potentially non-compliant: no CVV/expiration collected, recording stopped abruptly.
  • Communication was rushed with little empathy and no clear next-step confirmation after payment initiation.
Positive Highlights
  • Agent correctly identified the product as WHW03 Velop.
  • Agent asked about LED status on each node, which is a valid first step in mesh troubleshooting.
Agent Errors / Gaps
  • Provided incorrect support URL: 'support.links.com' — should be 'support.linksys.com'. This is a critical accuracy failure.
  • Failed to follow mesh node troubleshooting protocol: did not advise reset, firmware sync, or 5-press method despite WHW03 being a 5-press compatible model (per universal_5press_models.md and universal_mesh_node_management.md).
  • Did not verify or document product serial number despite discussing paid support and warranty implications.
  • Pushed paid support before any troubleshooting, violating standard process for in-scope technical issues.
  • Improper payment collection: incomplete card details (no CVV/expiration), stopped recording without proper explanation or consent confirmation.
  • Mischaracterized paid-connect service as 'non-refundable' without confirming terms or obtaining explicit consent.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored the mesh – “All of the notes right now are not working, including the main one” and no resolution was provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent offered paid‑connect and repair fees without performing any troubleshooting steps.
R3 Not Met Correct resolution path conf 96%
Agent suggested an $80 repair fee and a $15 paid‑connect service without first confirming warranty status or attempting standard troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply any logical diagnostic process. Despite the customer providing specific symptoms (main node red, others blinking red/purple), the agent did not ask diagnostic questions or attempt to determine a root cause, moving immediately to payment.
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use any required tools or resources. The scenario clearly required LED interpretation (per velop_wifi_connectivity.md) and potentially the admin interface (http://myrouter.local), but the agent processed a payment instead.
T3 Not Met No misinformation conf 98%
Agent provided no technical guidance. The only claims made were non-technical commentary on device age ('six years... it's excellent'). No KB-supported recommendations were provided to address the red/purple LED states.
Communication
C1 Not Met Clear & professional language conf 96%
Agent did not set expectations or guide the call; jumped straight to credit‑card processing.
C2 Not Met Confirmed understanding conf 95%
Communication remained generic and transactional; no effort to match the customer’s frustration or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred ownership to a paid service instead of taking responsibility for fixing the issue.
O2 Not Met Proactive follow-through conf 95%
No clear next‑step timeline was given – only a request for credit‑card information.
O3 Not Met Closure confirmation conf 94%
Agent did not reference any prior history or prior assistance; treated the problem as new without continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted given the issue could be handled at L1.
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 96%
Agent showed no empathy for the customer’s frustration (“I’m sorry, can you see that production” … no acknowledgment of panic).
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace; remained scripted and business‑like throughout.
X3 Not Met Overall experience conf 95%
Customer was forced to pay for a service without any troubleshooting, increasing effort rather than reducing it.
Call Transcript18 turns · 19 lines
Speaker 2
Welcome to Links.com. 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.links.com. Please have your device serial number ready. For assistance press 1 now. For out-of-warranty products, paid support may be available. Please have your device's 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] Thank you. [silence]
00:00
Speaker 1
I'm sorry, can you see that production. Hi, so I just had my stuff set up and I tried to add a node, and then everything just quit working. I get it disconnected, and I I did it for my work, and I had it all set up and everything was fine and then I tried to add a node and now it's not working and I can't get it to work and I'm freaking out. I don't know if you guys can help me or not. Yes.
02:00
Speaker 2
Thank you for calling link support. This is Abby. How can I help you? Okay. Okay. Ma'am I just pulled up your record. So this is under Jasmine and last name is spelled as S I G N O R. And the e-mail
07:00
Speaker 1
Uhm, yeah, yeah. Yes, so I have four of them. Yeah, and that's what I was trying to connect the fourth one, but it messed everything up. And now I, I, Yes, I've been trying to reconnect it to the reconnect to it, just the main one and it's not it's just red and it keeps blinking red and it won't work for me. [silence]
08:00
Speaker 2
email address is Jasmine dot your last name at LRH C.com. Correct? okay. So you have a WHW03 and you have three of those uh devices right? So all of the nodes right now, including the main one, isn't connected. So how long have you been using this device, ma'am?
08:00
Speaker 1
We just got it working again today. I just started working here, so I don't know how long it's been here.
09:00
Speaker 2
I mean, is, is this a brand new router or, or did you just purchase it? Okay, just so you know, you know, just to let you, you know, know that the date on your router, it's been six, six years, six years, you know, already and for routers, you know, to last six years, you know, it's, it's excellent. Okay, so, just to set your expectation, we can have, have this checked or our technician can check it for, for an 80 US dollars repair fee. Okay? All right? Yeah.
09:00
Speaker 1
to us, $15 per hour. Okay. Can I just do that then. I don't know, what else to do?
10:00
Speaker 2
you. support.links.com you will find articles on how to set this up and you can also take advantage of the AI tool at the bottom right. Okay? The second option is our paid connect service which will cost you $15 lasting for 60 minutes or an hour of troubleshooting. And the service is non-refundable ma'am. Yes ma'am. $15 for a one time support for an hour. Yes. So you will go for the paid connect service or you will try first our website? Because I can also send you an email if you want. Miss Jasmine. [silence] From that email it will give you, it will show you instructional videos on how to set up the parent node and
10:00
Speaker 1
So see, and that's what I did was add the child mode and then when I added the one child, when so I got help earlier and they helped me um set it up where it wasn't a child mode. I just like reset it and like held the button down and then it held the button five times and then it had it, I had it all set up and I don't know when I tried to add the child mode, then that's when it messed up. So, I mean, I I don't mind paying the $15 to do to help me, like that's fine. I I I just need to get it set up for tomorrow. So if I have to pay the $15 then that's fine. Yes. none of them are working. So if I have to pay the $15 that's fine. I'll pay the $15. yes. So if I have to pay the $15, that's fine. [ silence ] I'll pay the $15.
11:00
Speaker 2
I'm sorry. So all of the notes right now are not working, including the main one, ma'am? Okay.
11:00
Speaker 1
So the main node is red, one of them's blinking red, one of them's purple, and then one of the other one is blinking red. Okay. [silence] is bagged.
12:00
Speaker 2
All right. So, right now, can you tell me what lights are led on the main node? Is it red? Are they all red? Oh, I see. Okay. All right, miss Jasmine. So, let me process this transaction before we uh, will uh, do the troubleshoot. Okay? So, just give me one minute.
12:00
Speaker 1
Okay.
13:00
Speaker 2
Alright, ma'am. So please get ready your credit card information. I'm going to stop the recording now, okay? So we can process the transaction. So here we go. Alright. So what type of credit card are we going to use for that? And what is the name that appears on the card? Okay. And can I have the card number, please?
13:00
Speaker 1
0-131-351.
14:00
Speaker 2
And the expiration? what about the security code? Okay, so let me just place the order. That's all.
14:00
Speaker 1
[silence]
16:00