V2 Rubric Detail — 004b39ee-7fbf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:02
Duration
20m 33s
Contact
714-448-7520
Issue Type
—
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137139
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (+44.0)

V2 Grader Summary

The agent successfully restored internet connectivity via a power cycle after a factory reset, meeting resolution standards (R1 Met). However, critical technical inaccuracy occurred regarding WHW01 cloud support (T3 Not Met), and communication/ownership had gaps (C1, C2, O2 Partially Met). No auto-zero triggers were present as the technical error was factual but not a critical compliance failure.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms 'I have a connection again... internet is back' with devices working (TV, phone, computer).
R2 Partially Met Diagnostic thoroughness conf 90%
Agent resolved issue via power cycle after factory reset but skipped key diagnostics (no wired modem test, no firmware check, no confirmation of reset completion).
R3 Met Correct resolution path conf 95%
Agent acknowledged router was out of warranty but provided full troubleshooting support per OOW best-effort standard rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (no internet, red/green lights) and asked about reset duration, but did not follow logical diagnostic sequence (e.g., no direct modem test, no wired speed check).
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote session, logs) were required for this post-reset connectivity issue; agent used appropriate low-level diagnostics (power cycle, LED observation) effectively.
T3 Not Met No misinformation conf 100%
Agent stated WHW01 is 'no longer supported with the app' and 'we are no longer using the cloud' — contradicted by KB which confirms WHW01 supports local web UI (192.168.1.1) and remote cloud management via linksyssmartwifi.com.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control and guided steps but had weak call framing (misnamed customer in prior assessments, awkward silences, failed to correct email confusion), indicating lost direction at points.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but failed to confirm understanding after key steps (e.g., after power cycle) and repeated requests for serial/email despite having them, showing poor adaptation to customer effort.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end without transferring, took responsibility for troubleshooting, and followed through on resolution without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent provided basic next steps (power cycle sequence) but did not specify expected outcomes or contingency plans if red light persisted; timeline was vague ('a minute or two').
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior case history or handoff requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but offered no explicit acknowledgment of customer's frustration after a week of issues or post-reset failure; missed opportunity for empathy.
X2 Partially Met Tone & rapport conf 80%
Agent asked about devices but did not adjust pace during customer's physical checks; some disengagement during silences made customer feel transactional.
X3 Partially Met Overall experience conf 85%
Agent caused unnecessary repetition by asking for serial number and email twice despite having them, increasing customer effort without justification.
Call Transcript32 turns · 37 lines
Speaker 1
Hi Carla, I've been having Wi-Fi issues with the Linksys mesh system for about a week now. Today, I just factory reset it and then I've been trying to fix it. Right now, this is after I finished the factory reset. I'm trying to find it right now in my phone, but it's showing up as not being connected to my account anymore.
00:00
Speaker 2
Welcome to Linksys supports. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self- help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. This is Karina. How may I help you? Okay. So you're having a problem right now setting up the device?
00:00
Speaker 1
Yes. The model number, I'm not too sure on. I have a serial number though. Yep. It's going to be two five S one zero six zero four eight two seven five nine three. Oh, S for like uh Frank. Or fries. Or France. Yeah. [silence] Speaker 2: Okay. Uh the model number I'm not too sure on. I have a serial number though. Yep. Uh, it's going to be 2 5 S 1 0 6 0 4 8 2 7 5 9 3. Uh yeah. Oh, S S for like, uh Frank. Or fries. Or France. Yeah.
01:00
Speaker 2
Okay. Then, you know the model number and serial number of the links of the Charter that you have. Okay. Can I have the serial number? Okay. Let me just check if I got correctly. That's 25-41. Sugar 10. Okay. And then 106404082759.
01:00
Speaker 1
Yes. Oh yeah, I have the model number. It's uh w h w 0 1. Should have uh two nodes along with the router node. So three in total. Yes. Spectrum. Yes. Uh 7 1 4 4 4 8 7 5 2 0.
02:00
Speaker 2
In three, okay? You can check the model numbers are underneath the router itself or right below linksys. Okay, what's the model number? Okay. Right. And how many nodes do you have? So a total of three. Okay, thank you. Who's a internet service provider? again, that's WHW01, right? Okay. And can have also your phone number to create a record. And how about your first name and last name? [silence]
02:00
Speaker 1
I'll say it out loud. First name will be Matthew, T-R-E-E last name Marine, M-A-R-I-N-E. [silence] Yes. Uh, you could send it to uh Matthew Marine, or or actually sorry, um, the email I use for linksease, it should be snicker doodle one six two six @gmail.com. Oh, it should have, um, yeah, I I didn't think I had a email before, but I think I verified it. Uh, it should be, it should be verified. [silence] An active one with linksies or like an actively used? Oh boy.
03:00
Speaker 2
J-M-A-R-I-N-V. Okay, your email address is M-A-R-I-N-M A-R-I-N. Okay, are this email here is still active? So what's in um okay. How about this for the record here, sir? Can you have an active email address? [ silence ]
03:00
Speaker 1
I'm sorry, what's that? The email that I gave you should be an active one, that's the one I used. Yeah, like the snickerdoodle one, 1626@gmail.com. Uh, no, no. This is node is green. Solid green. All of them? I'm not sure. The other ones are scattered throughout my house. [silence]
04:00
Speaker 2
you're actively used. Not this is the InStar lyther. It's like a length associated to your link's account. Okay, again, that's sneaker doodle. Okay. And what's the color of the light on your node? Sorry. all, all green. But the one that is connected straight to your spectrum modem there is green.
04:00
Speaker 1
[KEEP_UNCERTAIN] Yes, it is a solid green. So, originally, I was trying to use the the the one you were talking about. The ehm Route Translate. So that's what I did. Maybe that wasn't the right thing to do. Uh because I yeah, I did. [silence] [music]. So it was green, and then, I saw this. Green.
05:00
Speaker 2
here's the thing sir with the type of router that you have if you're going to use the app you need to use the router IP address not the uh uh uh your your um um email account because the router that you have is no longer supported with the app or we are no longer using the cloud um with this uh uh uh router this model so if you're going to open the app you need to use the router password if you want to um check settings on your rater your nodes [silence]
05:00
Speaker 1
aka a router password but for some reason on my phone it says it's connected to the router however I'm getting no signal. There's stuff internet it says it's connected on my phone but there's no there's no internet being provided. Yes it is green however everything else not just my phone but like uh for instance like my TV and my computer as well the connection is very slow or or even if it's not it sometimes it is connected and when it is connected there's no signal or slow. It's been a persistent issue for the last week.
06:00
Speaker 2
yes. like no internet. [silence] But the light on your router is green, correct? And you mentioned that you reset the router. Did you reset, like, uh, pressing the reset button at the bottom?
06:00
Speaker 1
yeah, i did a complete factory reset so i went back to 0 and then uh... did everything [silence] uh... more than 10 seconds.
07:00
Speaker 2
How many seconds that you press the reset button? [silence] Is that just only the parent node that one that's connected to Spectrum or that includes the other nodes? [silence] Okay. So in this case what we're going to do is we're going to check the settings of the parent node if it is properly set up to receive internet connection from the cable modem. And in any case after we check the settings, if the internet still not working or very slow [silence]
07:00
Speaker 1
Okay, yep, sounds good. Turn off the the, turn it off, just turn off the router with the button. Okay. Yep. It should be unplugged. The modem is off also. [silence]
08:00
Speaker 2
so we need to like also check the connection from the cable modem. Okay. Okay, this one now, uh, since the light is already green, can you, um, turn off your Linksys router? uh... uh... you can use just unplug the power cord. uh... and then also turn off your modem. Okay. So while waiting for this, sir, I'll tell you when to, um, try on the devices. By the way, let me also inform you about the status of your Linksys router. It shows it here in our system that the router is already out of warranty. We can still provide with free technical assistance or free technical support, but in any case, after troubleshooting, If the device phone app tells not defects, Linksys will not provide our replacement. [silence] All right sir, please turn on your modem first. [silence] Well, modem first when lights will be ready. okay, all the lights on the modem. Is it ready or is it solid? power and online. Okay. But it ended in
08:00
Speaker 1
**[silence]** Yeah, but it should be one more light, I think. It's a little slow to come back on this.
11:00
Speaker 2
Okay, still booting up the router the modem.
11:00
Speaker 1
So on the modem right now, I have internet access. The only thing that hasn't uh turned on is the the voice for phone calls. Is it okay to proceed?
12:00
Speaker 2
Uh, actually you don't tell. Um, yeah, you will try to turn another links to flatter. you just wait it will be polling up that will take like a minute or two or more than that to fully put up. What are the devices connected to your router is it like phone TV is it like laptop sure, what's the call on the router right now?
12:00
Speaker 1
Right now it's solid green. It just finished. Oh, I'm sorry the light just turned uh turned back to blue. It just went dark again your way. Uh it's red now. Solid red. Yes still red.
15:00
Speaker 2
please kindly check on your computer and your phone and if it shows connected is it blinking or is it solid it's still red [silence] [silence] Is it solid red? R.E.W.? A.H...? Okay. Check on your phone. Are you using an iPhone or an Android phone? Okay. Check on the wi-fi right now if it shows connected.
15:00
Speaker 1
Okay, so I have a connection now. Let me. router. Yes. Yes, I'm logging into the router. Now I have a connection again. There we go. I'm uh, I'm connected again.
17:00
Speaker 2
Customers of your iPhone, right? Hey Sam. And on your Wi-Fi, on your iPhone, it shows connected. Okay, how about your nodes right now? Can you check what are the lights on your other nodes? [silence]
17:00
Speaker 1
Yes, let me, give me a second let me go walk around and check it. So for the first node, it is green. Then, the second node is also green.
18:00
Speaker 2
Okay. Okay, 1 0 m like mirror. Okay. Okay. and your phone is still connected and online. and can I try your other devices, like your TV?
18:00
Speaker 1
um can i can i ask you yes for the tv it is connected yes yeah online uh good good signal as well [silence]
19:00
Speaker 2
and is it online and it okay. So basically what we did earlier when we check the light is all green that means it's already um set up. So we just power cycle the modem and the router okay so that um the modem can um recognize the router that there's a router connected okay and after we did that um everything is back to um normal like the internet is back. Okay.
19:00
Speaker 1
Yep. Uh, no, I think that was it. Thank you. Everything is good. Okay, sounds good. Thank you, Carla. Have a good day as well. Bye bye.
20:00
Speaker 2
You're welcome. So you may also visit - okay. You may also visit our website that's .com if you want to chat updates on our products. Okay. All right. So thank you for calling , sir. This is Carla. Have a great day, too. You're welcome, sir. You too, sir. Good-bye. [silence]
20:00