V2 Rubric Detail — f865fcca-7580-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:13
Duration
6m 37s
Contact
Debbie Star
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00108895
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected_WHW03

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall51.4% (-4.6)

V2 Grader Summary

The agent correctly identified the OOW status and offered the appropriate policy-based options. However, the agent failed to perform any technical diagnostics (T1) or use required KB resources to check LED states (T2), leaving the issue unresolved. While ownership and process were adequate, the lack of troubleshooting and empathy resulted in no resolution.

V1 Case Analysis

Customer unable to pair WHW03 child node after factory reset. Out of warranty. Agent offered paid support or email instructions but provided no actual troubleshooting steps. Customer chose email, but no content was discussed.

Troubleshooting Steps
  • Confirmed device model WHW03
  • Identified out-of-warranty status
  • Offered paid support or self-help via email
Key Observations
  • Agent gave an incorrect registration URL (register.lyksus.com) at [00:00], which is not a valid Linksys domain.
  • Agent failed to provide any specific technical steps for pairing the WHW03 child node, despite the issue being a common setup task.
  • Email address was captured but not verified, increasing risk of failed delivery.
  • No troubleshooting steps (e.g., checking LED status, using web UI) were performed or explained during the call.
Positive Highlights
  • Correctly identified the WHW03 model.
  • Clearly communicated out-of-warranty status and support options.
  • Offered a self-help alternative when the customer declined paid support.
Agent Errors / Gaps
  • Provided incorrect and potentially unsafe URL (register.lyksus.com).
  • Failed to give any specific pairing instructions for the WHW03 child node.
  • Did not verify the email address before promising to send instructions.
  • Did not confirm basic troubleshooting steps such as checking the child node's LED status or accessing the web interface.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support or email instructions but did not resolve the pairing issue; the child node remained unpaired and no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — agent did not ask about LED status, node placement, or reset method, and skipped basic diagnostics before offering paid help.
R3 Met Correct resolution path conf 90%
For an out-of-warranty device, the agent correctly presented the two valid support paths: paid support or self-service via email, in line with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to identify symptoms or root cause; no diagnostic questions were asked regarding the LED state or the specific failure during pairing, which is required by led_intelligent_mesh_consumer.md.
T2 Not Met Appropriate tools / resources used conf 100%
Agent skipped tools and resources clearly required for the scenario. Per led_intelligent_mesh_consumer.md and universal_factory_reset.md, the agent should have verified the LED color (Purple/Red/Blue) and the reset state before concluding that paid support or an email was the only path forward.
T3 Met No misinformation conf 95%
All factual statements provided (OOW status, $15 fee, and the existence of an email self-help option) were accurate and consistent with the provided support policy.
Communication
C1 Met Clear & professional language conf 90%
Agent framed the interaction by setting expectations on OOW status and cost, maintained control, and guided toward obtaining contact info.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to confirm understanding or adapt to customer’s visible frustration and confusion about prior attempts.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, stayed on the line, offered solutions, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent provided a clear next step: refresh email after three minutes, and explained how to refresh the app or inbox.
O3 Met Closure confirmation conf 95%
Agent referenced the WHW03 model from system data, avoiding re-asking for model number and maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was OOW and agent followed correct protocol by offering paid support or self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge the customer’s frustration about the app size or prior failed attempts, but remained polite and professional.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but did not adjust tone or check comprehension when the customer expressed confusion and repeated difficulties.
X3 Partially Met Overall experience conf 85%
Agent avoided repetition by using system data, but still required the customer to wait for an email and perform self-service, increasing effort.
Call Transcript12 turns · 13 lines
Speaker 1
buddy uh I don't have the serial number. My my system is out of warranty and I reset um one of the devices. The the main one is got [silence]
00:00
Speaker 2
Welcome to Lixis 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.lyksus.com. Please have your device serial number ready. For assistance, press one, now. For out-of-warranty products, 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. Hi, thank you for calling Lixis Technical Support. This is Rio. How can I assist you for today? Do you want to add back the other node so that it'll have it connected or it will have Internet? Is that what you're trying to do?
00:00
Speaker 1
it reset it back to factory settings. but, it's, Oh, and what did you say? I'm sorry. I've been trying to pair it. it won't pair. a child. the parent is fine. I've got the box. I got it on June 9th, 2020. it's a, um, 8, 8C4400. [silence]
02:00
Speaker 2
I got it. Now if by chance ma'am so good, If by chance by the way that you've hit the reset button it means to say you erased the current uh uh node settings of the device so you need to add it back to the parent node. All right. Now ma'am by the way since you've mentioned that you don't have the serial number for the node uh are you referring by the way to a child node or a parent node? Okay a child node. Uh-huh. Okay uh ah are you referring to WHW-03 device?
02:00
Speaker 1
I don't know. I'm looking at the box. I keep Geez. I've got a recovery key. I can't... Alright. What did you ask me now? I'm looking... What did you... I... really don't. I'm looking at the serial number, the kit number. Let me see. Hmm. You are. Thank. Thank. [silence]
03:00
Speaker 2
Is this is this Is this the model number WHW03? uh Do you have a total of two Linksys devices ma'am? [silence] Okay uh I was able to pull up a record for you with the number you used to call this here. Am I speaking with Miss Star? Okay Uh All right, so ma'am, the device that you have, it shows here that you have uh the same model which is WHW03.
03:00
Speaker 1
Mm-hmm. I know. Uh-huh. Uh-huh. Okay. No, I'm sorry. You said $15? Uh-huh. Okay.
04:00
Speaker 2
Now just to like to set proper expectation ma'am that currently the device that you have is already out of warranty. Now for out of warranty devices we no longer provide free technical assistance, but we do have two options for you. If you so wanted to add this child node with me in the line, (cough) you might need to avail our paid support which means I can provide you one time phone support for 60 minutes but there would be a fee for that for $15. Now if you don't want, sorry go ahead. Yes, $15. But if by chance you don't want to pay $15 for that, what I can suggest is I can send you an email and how you can do it on your own so that you can put it back to your (cough) to get it, it might get it back up.
04:00
Speaker 1
Oh, that, that would be, I'd like to do it, I need to learn, I mean, I need to learn, I really do, because I, nobody knew how to help me yesterday, I downloaded the, the app, the app is so small, I couldn't see it, I couldn't even use a magnifying glass to see it, it's so small, I tried to do it on my desktop, I've got an Apple, I had to do it on my iPad, and I didn't, I wasn't getting any, any, any, any help, I mean, yet, no, that's not true, I got a lot of help, but I didn't yield any result. Um, the email, do you have, which one do you have, coexist? Oh, good. Yeah, yeah, that's, yeah, that's it.
05:00
Speaker 2
[Music] [Silence] That's through email. But which one do you prefer? Uh, okay. Mm-hmm. Mm-hmm. [Silence] Alright. So, yeah, which one do you prefer, ma'am? Uh huh. I got here lovebirds at nym.hush.com. Is correct? Huh? Okay. Mm-hmm.
05:00
Speaker 1
Okay, okay, thank you. How do I refresh my email? Okay. All right. Thank you. You too, bye.
06:00
Speaker 2
Alright, now after our call, give me three minutes and you can just refresh your email after that, okay? Alright. Um, you can just, uh, open and close the app if you're using the app. Or if you're using the computer, there will be a icon there that is, uh, refresh button. Okay. You're welcome. You have a nice day. Bye-bye for now.
06:00