V2 Rubric Detail — fe1dd932-6075-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:32
Duration
14m 38s
Contact
Angela Milner
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132344
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately citing out-of-warranty status and offering only self-service or paid support, despite the requirement to provide best-effort assistance for OOW devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting on a WHW03 V2 node with blinking red/blue LED, skipped required diagnostic steps, provided an incorrect support URL, and defaulted to self-service options without attempting resolution. Despite the device being out of warranty, best-effort troubleshooting was required but not delivered, resulting in a complete failure to advance the case.

V1 Case Analysis

Customer (Angela Milner) reporting WHW03 V2 parent node blinking red/blue, no internet. Device out of warranty. No troubleshooting performed. Offered email video tutorial. Issue unresolved.

Troubleshooting Steps
  • Collected device model, serial, and contact info
  • Confirmed router was out of warranty
Key Observations
  • Agent stated the router was out of warranty early in the call without performing any troubleshooting.
  • No basic troubleshooting (modem power-cycle, WAN check, node reset) was performed despite clear symptom (red/blue blinking LED).
  • Agent misnamed the customer as 'Lina' instead of 'Angela' at [10:00].
  • Used confusing phrase 'turn off the motor' [11:00], likely meaning 'modem', indicating poor technical clarity.
  • Long silences occurred throughout the call, particularly between [05:00]-[07:00], [11:00]-[12:00], and [13:00]-[14:00], suggesting lack of control.
Positive Highlights
  • Collected all required customer contact information including name, phone, email, model, and serial number.
  • Correctly identified and communicated the warranty status of the WHW03 V2.
  • Offered multiple support options, including a free self-help email, which aligns with out-of-warranty policy.
Agent Errors / Gaps
  • Skipped standard troubleshooting steps before offering warranty/paid-support options — violated protocol by not validating modem, WAN, or node state first.
  • Misidentified the customer's name as 'Lina' instead of 'Angela' at [10:00], damaging rapport.
  • Used non-standard, confusing terminology ('turn off the motor') instead of 'modem' or 'internet device' at [11:00].
  • Failed to confirm whether the customer had already tried resetting or changing cables, leading to redundant advice.
  • Did not validate if the customer could access the app or web UI before offering video tutorial, risking ineffective self-help.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical outcome; only offered self-service options without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped essential troubleshooting steps (modem test, cable check, power cycle, dashboard verification) and did not follow KB flow.
R3 Not Met Correct resolution path conf 97%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting as required; immediately defaulted to self-service instead.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified blinking red/blue LED but did not ask diagnostic questions to isolate cause (e.g., modem status, WAN cable, recent changes).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., router dashboard at 192.168.1.1, speed test, firmware check) despite their relevance for a non-connecting Velop node.
T3 Not Met No misinformation conf 96%
Agent provided incorrect URL (support.links.com instead of support.linksys.com), violating KB accuracy standards.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info and maintained call flow but lost control by abruptly shifting to paid support without establishing a troubleshooting plan.
C2 Met Confirmed understanding conf 92%
Agent used plain language, confirmed customer details, and avoided technical jargon, matching the customer's communication level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; deferred resolution to email/video and did not attempt any fix themselves.
O2 Partially Met Proactive follow-through conf 87%
Agent committed to sending an email but did not specify when or confirm receipt, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent failed to perform even basic L1 troubleshooting, missing the opportunity to escalate if needed after legitimate effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer frustration; delivery of warranty status was robotic and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s repetitive, stressed tone; maintained a flat, transactional pace throughout.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and email multiple times; agent did not consolidate information efficiently.
Call Transcript14 turns · 17 lines
Speaker 2
[silence]
00:00
Speaker 1
I don't think we have that done, gameplay-wise. I've already been involved in troubleshooting and [silence] melt again. Can you let the dog again. Can you let the dog in? Yeah. I I I already went through all of the troubleshooting and my internet modem is working. It's powered on, it's online. It's not a issue with my carrier spectrum. Um, my node just keeps like it's red and I can't get it to connect. Yeah. Correct. I know I've had these for three years since I moved in to
04:00
Speaker 2
Okay. Alright, so right now your main concern ma'am is you don't have an internet connection using the Linksys router, right? Okay. Have you used Linksys before ma'am, or is this the first time?
07:00
Speaker 1
uh uh? and uh, uh, and I've not had any issues, So yeah, it is W, the model is wH w o three V2. Yeah, the serial number. The serial number is two zero J 20 M35 A001 116 okay?
08:00
Speaker 2
Okay.
08:00
Speaker 1
[silence] Yes. Spectrum, yeah it's 567-644-8075. Angela Milner. M. I. L. N. E. R. Correct. [silence]
09:00
Speaker 2
M35A for Apple. 00116, okay, who's your internet service provider? All right and can have also your phone number ma'am? Okay. How about your first name and last name? Like. Again, MI. Okay. Okay, let me just check if I got the correct last name. It's M-I-L-N-E-R, correct? And and the name is Angela
09:00
Speaker 1
Angela. No, that's alright. Yes. It's a.a.milner5@gmail.com. It's flashing right, it's actually flashing right now because I'm trying to get it to connect again. I was still messing with it when I called you, but my guess is it's probably going to go red in a minute. No, it's blinking like blue. It's like slowly going on and on. It's like, I just reset it again, trying to get it to come on.
10:00
Speaker 2
Lina, correct? Sorry. It's actually Angel and then with an A at last, correct? Okay. How about your email address, ma'am? Okay. Thank you for that information. And what is the color of the parent node right now, ma'am? The light phot, the LED, LED color? Uh-huh. it But right now it's blinking red, blue.
10:00
Speaker 1
Yes, but every time I've tried a new cord, I tried lots of different things, turned off the motor, unplugged it, I did all of that and it keeps coming on her head. So. Okay. I have three. Yeah, it's actually still, it's been doing it for a while.
11:00
Speaker 2
Okay, so you just reset the router. So that means the router right now, it's like kind of booting up from reset, correct? Okay. So there's a possibility, ma'am, that the settings that you have on the router right now it's not communicating to your own internet provider, okay? But by the way, ma'am, how many nodes do you have? Okay. [silence] So it's kind of three now. [silence] And it's still trying, is it still booting up? It's booting up right now Okay. Okay. So, ma'am, before we do start to [silence] Reconfigure the settings on your router. Okay, let me just inform you about the status of this router. We cross it here on our system that your router, the WHW03 version 2 is already out of warranty, okay? And complimentary phone support is no longer available, okay? But you don't need to worry about it, ma'am. We do have options for out of warranty links products. Okay? The first option is you can take advantage of our AI tool that can be found on our website and that is support.links.com. Okay? Our second option is I can send you an email, a link to a video where it you can follow on how to configure this router to communicate again to you.
11:00
Speaker 1
I'd like to do the email.
13:00
Speaker 2
Your modem, right? And our third option, this is our Paid Connect service. This is a one-time non-refundable technical support that will last up to 60 minutes, and there's no guarantee that we'll be able to fix the issue. And in any case, after troubleshooting, we found out that the device is defective, there will be no refund or replacement. The Paid Connect service will cost you $15. Okay? So which option would you like to proceed with, ma'am? Okay, you want to email the video link, correct? Okay, no problem. And let me verify your email where we sent you the email that's apple, Mary, India, Larry, Nancy, Echo, Robert.
13:00
Speaker 1
Correct. Okay. All right. Yes, ma'am? Thank you. Bye.
14:00