V2 Rubric Detail — fcd1d012-6447-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:12
Duration
9m 42s
Contact
Gerri Harrison
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall53.9% (-4.1)

V2 Grader Summary

The agent correctly identified the device and sent a troubleshooting guide, fulfilling basic ownership and communication expectations. However, no on-call diagnostic steps were performed, and the lack of active troubleshooting or tool use left the issue unresolved. While the path taken aligns with OOW best-effort support, the absence of meaningful technical engagement results in an Unresolved outcome.

V1 Case Analysis

Customer reported WHW01 node not powering on after power outage. Agent confirmed model, noted it is discontinued, and sent troubleshooting guide to mylezhoskie@gmail.com and grandson. No on-call troubleshooting performed.

Troubleshooting Steps
  • Collected model number (WHW01) at [02:00]
  • Asked about LED status (device off) at [02:00]
  • Offered to email a troubleshooting guide at [04:00]
Key Observations
  • Agent correctly identified the product model (WHW01) and acknowledged it as discontinued, setting appropriate expectations for support limitations.
  • No on-call troubleshooting (e.g., power-cycle, reset, power adapter check) was performed, which are standard first steps for a device not powering on. However, the agent adapted the support path due to the customer not being on-site.
  • Warranty status and serial number were not collected, which is a protocol miss, but the context (discontinued model) suggests out-of-warranty status.
  • The agent’s decision to send a troubleshooting guide via email was operationally sound given the constraints, avoiding unnecessary loops or unrealistic expectations.
  • The technical advice provided (emailing a guide) was accurate and aligned with the KB for self-help scenarios.
Positive Highlights
  • Correctly identified the product model (WHW01) at [02:00] and contextualized it as an older, discontinued device, managing expectations appropriately.
  • Maintained a polite and patient tone throughout the call, showing empathy for the customer’s situation at [03:00].
  • Promptly captured and confirmed the email address (mylezhoskie@gmail.com) at [06:00] and sent the troubleshooting guide to both parties, ensuring access to self-help resources.
  • Recognized the customer was not on-site and adjusted the support approach accordingly by providing self-help resources instead of insisting on real-time troubleshooting.
  • Avoided unnecessary loops or repetition, keeping the call focused on a single resolution path after initial confirmation.
  • Technical advice (emailing a troubleshooting guide) was accurate and aligned with the KB for self-help scenarios.
Agent Errors / Gaps
  • Failed to attempt basic troubleshooting (power-cycle, reset, check power adapter) despite the issue being a device not powering on. While the customer’s off-site location justified some adaptation, the agent could have guided the grandson through these steps remotely.
  • Did not obtain or verify the device serial number or warranty status, missing a key protocol requirement for product support calls.
  • Did not confirm whether the power adapter was connected or testable by the grandson, leaving a potential simple fix unexplored.
  • Did not validate LED status beyond the initial 'off' statement—could have asked for confirmation after a power-cycle attempt.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent an email with troubleshooting steps but did not confirm resolution or verify that the device was restored; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent identified model and LED state but skipped essential troubleshooting steps like power-cycling or checking connections, which are basic for a non-responsive device.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged the device is out-of-manufacture and chose to email a guide, aligning with OOW best-effort standard, though on-call guidance would have been more effective.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the model (WHW01) and that the LED was off, indicating power issue, but did not pursue root cause (e.g., power supply, outlet, hardware failure).
T2 Not Met Appropriate tools / resources used conf 90%
No use of KB, remote diagnostics, or admin interface despite having model number; relied solely on verbal description without leveraging available tools.
T3 Met No misinformation conf 95%
Correctly identified WHW01 as an older model no longer manufactured; no technically inaccurate information provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow and transitioned to email step, but did not set clear expectations about what the email would contain or whether follow-up was needed.
C2 Partially Met Confirmed understanding conf 85%
Used simple language and confirmed email spelling, but did not adapt for background noise or check if customer understood the troubleshooting process.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by sending the guide and staying on the line until completion, without transferring or abandoning the case.
O2 Met Proactive follow-through conf 90%
Clearly communicated next step (emailing guide) and requested confirmation of receipt, setting a realistic and actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent made a reasonable decision not to escalate, as the issue was basic troubleshooting and within L1 scope, even if not fully resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized and remained polite, but did not explicitly acknowledge the emotional impact of the child’s disrupted access or customer’s remote stress.
X2 Partially Met Tone & rapport conf 85%
Maintained steady pace but did not adjust for gym background noise or simplify steps for a potentially young user (grandson).
X3 Met Overall experience conf 90%
Agent collected email once and sent the guide without requiring customer to repeat information or perform complex actions.
Call Transcript14 turns · 17 lines
Speaker 1
When you want something and then make it, you found it. Oh, that's, like, three. Now, [silence] What else is in the movie theater? Michael. Michael, all blue box and something. Yeah. Yeah. Yeah, I, my Lenovo, I think it's called a Node, won't turn back on after we just had a power shortage.
00:00
Speaker 2
Welcome to Linksys 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. Linksys. Please have your devices serial number ready for assistance. Press one now for out of warranty. Products pay support may be available depending on your. please have your devices serial number and contact information ready. If unavailable, kindly call back later. Dyna for warranty product. Paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. This 3YO. How can I assist you for today?
00:00
Speaker 1
I know. We pressed R. We pressed the reset and we pressed the on and off, but it won't come back on. Oh one the one. One. Yes. When I was in Phoenix, right? When I worked in Phoenix at the movie theater. Um, I have my grandson in the home and I am at a meeting and I'm calling from a gym. So I'm sorry for the background, but his name is Miles. Miles, what's the number on the back? You mean the serial number? Yes. Ma'am.
01:00
Speaker 2
Oh, uh, I do apologize to experience. Mm-hmm. Hurry good. Um, I do apologize to experience this, ma'am. Uh, by the way, ma'am, if I may ask, uh, uh, how many links of devices do you have? And, am I speaking with, I was able to pull up a record for you with the number you used to call, is here. Am I speaking with Jerry Harrison? Okay. Okay. Um, man um what's the light indicator showing for the links of device? Uh, no, the [silence]
01:00
Speaker 1
Oh, oh, okay. Smile, the bottom model number. The model number is Whistle. Is it red or green? It's turned off. Well, turn it back on. I'm the model number is Whistle. W-H-W O-1. It's off, it's awesome.
02:00
Speaker 2
model, model number, and then the light showing. Is this w h w 01? Okay, thank you. Um, let me just confirm what's the light indicator showing in the device at the top? It's turned off. Oh, okay.
02:00
Speaker 1
No, I'm not, but my grandson is there and we need the Wi-Fi. We don't have access to anything, so school's out and he's all bored out of his mind. He plays games using it. And I won't be back till about a couple more days. [silence]
03:00
Speaker 2
All right, so Ma'am, just to double check, you're not at home to troubleshoot the device? Okay, all right. All right. Now, Ma'am, just to uh,inform you by the way, the Lynx sys device that you have is part of our oldest uh, router, meaning to say we no longer uh, manufacture this.
03:00
Speaker 1
I know. okay. Myles the email or you want her to go over it with you? [silence]
04:00
Speaker 2
Okay. You're not currently in your home, we might be having a hard time following a troubleshooting. I can only send you an email and how they can possibly troubleshoot the device for free. But which one do you prefer? uh, I can. Sorry. Oh. Um, sorry, uh, let me just confirm, okay? I can only send an email so that he can follow the instruction on how he can troubleshoot the device for free. Is that okay? Can you. Okay, can you confirm to me what's the email address that I'm going to send?
04:00
Speaker 1
it's um, or does it matter? mhm. um go ahead and send it to him. Go ahead miles, tell her. my email is M-Y-L-E-Z-H-O-S-K-I-E at gmail.com
06:00
Speaker 2
um, the email that I'm going to send the troubleshooting guide, ma'am. that's what I need. which one? okay. yeah. okay. let me repeat. that's mylezhoskie@gmail.com. correct? all right. let me just send the, uh, troubleshooting guide. just stay with me in the line, okay? All right, so, ma'am, I was able to send an email. By the way, hold on. Let me just double check. Let me send it to both of you, okay? Hold on, let me just update. All right, I was able to send it also to his email. Can he try to double check if he was able to receive it?
06:00
Speaker 1
Um. receive it. All right. Well, thank you so much. If we have any issues, we'll call back. Bye. Goodbye.
09:00
Speaker 2
Okay, alright, So, yes, you can you can follow an instruction so that you can be able to set up the Linksys device. Okay so it will be connected to your network. All right anything.
09:00