V2 Rubric Detail — f84c574e-613e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 00:30
Duration
23m 35s
Contact
Miguel Cipriano
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132507
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent offered only self-service or paid-support options without performing any troubleshooting, violating OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, offered no empathy, and defaulted immediately to self-service or paid support despite a clear hardware-related trigger (post-power-outage failure). This violates the OOW best-effort standard and constitutes Avoidance/Evasion, resulting in an unresolved case with high customer effort and no ownership demonstrated.

V1 Case Analysis

WHW03 router non-functional after power outage; out of warranty. Agent offered KB article and paid support; customer declined. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any troubleshooting despite a clear hardware symptom (no power after outage).
  • Agent continued paid-support pitch after customer explicitly declined at [23:00], showing poor call control.
  • Long silences at start ([13:00]–[19:00]) and mid-call suggest poor call pacing and lack of engagement.
Positive Highlights
  • Accurately recorded the correct model number (WHW03-I-V.S.) and serial number (2060391418).
  • Correctly stated warranty status and provided accurate URL (support.linksys.com) without factual errors.
Agent Errors / Gaps
  • No troubleshooting steps were attempted despite a clear hardware issue.
  • Ignored the customer's refusal and persisted with a sales pitch.
  • Inefficient call flow with unnecessary hold time and lack of clear next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only website or paid support; no solution was provided and the customer hung up.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken (no questions about LEDs, power-cycle, firmware, etc.).
R3 Not Met Correct resolution path conf 96%
Agent declared the unit out-of-warranty and gave self-service/pay-service options without attempting any best-effort troubleshooting, contrary to OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms beyond a vague power-outage statement and asked no targeted questions.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI, remote session, logs) were used; the issue required at least a basic check of the router’s status.
T3 Met No misinformation conf 93%
Information about warranty status and the correct support URL (support.linksys.com) was accurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves, collected basic info, but failed to guide the customer toward a resolution or next steps.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not adapt to the customer's evident frustration or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of fixing the problem; instead, they handed the customer off to a website or paid service.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline were set; the only options were self-service or paid support, which the customer rejected.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
A legitimate escalation trigger (hardware likely failed after power outage) existed, but the agent did not escalate.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so execution details are missing.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent gave no empathy or acknowledgement of the customer's frustration about the outage and long wait.
X2 Not Met Tone & rapport conf 93%
Agent maintained a scripted, detached tone and did not adjust to the customer's emotional state.
X3 Not Met Overall experience conf 95%
Customer was forced to seek external resources, increasing effort; no steps were taken to simplify the problem.
Call Transcript11 turns · 15 lines
Speaker 2
welcome to **neeksis** 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.**neeksis.com** please have your device serial number ready. for assistance, press one now. for out of warranty products, paid support may be available depending on your issue. to hear more about your service options, press two. please select from the following options. for in warranty products, our support team is available to help with performance and hardware issues. 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 products, out of warranty products
00:00
Speaker 1
[silence] Okay. So, can we start progress. [silence] [silence] [silence] It's been already a good long time I don't think they're going to answer the phone I've been here 16 minutes the company that's supposed to help me with double-sഷuudin this this day [silence] Okay. It's the filmmavras. Are you ready? Does it say okay? Yes Yes, I need some technical support. I'm having trouble with my system, please. Sure. Let me go over there and take a look at it right now. Hold on, okay? So we had a power outage.
13:00
Speaker 2
thank you for calling lynx's this is Abby. How can I help you? Okay. So you're having trouble with your router. I need your model number and serial number of the router, sir. Okay. Sure.
19:00
Speaker 1
Could be a couple days ago, and then when we tried to bring it back in, it didn't work anymore. All right. So, according to this, you need a serial number or something else. serial number model number. Okay, so the model number is WHW03-I-V.S. and Victor. The number two. And then the serial number is 20JS James. 2060391418 okay, correct, yes. Yes.
20:00
Speaker 2
Yes. Model number and serial number. Okay, and Mm-hmm. Okay, let me verify that serial number. That's 2-0-J for John, 2-0-6-0 3-9-1-4-4-1-8. Correct. Okay.
20:00
Speaker 1
[silence]
21:00
Speaker 2
All right, sir. Let me just create a record. So can I have your name? Miguel Cipriano. How do you spell your last name? S-e-p. Oh. okay. That's E-I. All right. And can I have your email address as well? Mhm. All for documentation purposes, sir. Miguel. Okay. Uh that's all right. No problem. And who is your internet service?
21:00
Speaker 1
That would be coaxial cable. Quite some years already, I don't know, maybe four years. Okay.
22:00
Speaker 2
Your uh... best provider? Hot. Okay. And how long have you been using this device, sir Miguel? Mmm Hmm. Okay. Because upon checking here in our system, your uh... WHW03 is already out of warranty, sir. Okay, that just means uh... it's no longer covered for free technical support. However, we can give you two options. It's either you go for our website, that would be support.linksys.com. You can find their articles on how to re-configure this mesh router. You can also take advantage of our AI tool. Okay? So, um, yes. The website is support.linksys.com. The second option is our... [silence] Uh... [silence] Well, you... you could opt for our paid technical support. Let me just re-confirm here, sir. Just one moment, sir.
22:00
Speaker 1
OK, OK, I'm not interested in either option, first or second option. Thank you. OK, bye now.
23:00
Speaker 2
paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] sir, it's just a one-time payment, lasting for [REDACTED_PAYMENT_DIGITS] minutes, and this service is non-refundable. Now for the first option, I can also send you an email. It's a Wi-Fi fix. There are instructional videos for you to set up how to set up the parent node as well as the child node. Okay. [silence]
23:00