V2 Rubric Detail — 011cf9ec-6f44-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:42
Duration
8m 15s
Contact
Robert Raices
Issue Type
Access Point Mode
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134522
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall50.7% (-5.3)

V2 Grader Summary

The agent provided technically accurate guidance on wired cascading and sent a setup guide, meeting basic best-effort expectations for an out-of-warranty device. While troubleshooting was limited and empathy was minimal, the interaction included relevant advice and a clear next step via email, resulting in partial resolution. No critical failures occurred, and escalation was not warranted.

V1 Case Analysis

Customer wants to extend AT&T Wi-Fi using a Linksys WHW03 v2 router. Agent advised wired cascading (connect Linksys WAN port to AT&T LAN) and sent a setup guide via email. Device is out of warranty; paid support offered without free self-help steps.

Troubleshooting Steps
  • Collected model (WHW03 v2) and serial number.
  • Explained that wired cascading (AP mode) is possible by connecting Linksys WAN port to AT&T LAN port.
  • Sent an email with a setup guide for resetting and configuring the router.
Key Observations
  • Agent correctly identified wired cascading (AP mode) as the solution for extending coverage from a different-brand router (AT&T).
  • Agent failed to provide critical model-specific AP mode setup steps: did not instruct to disable DHCP or set a static IP on the Linksys router, which is required per universal_access_point_mode.md.
  • Agent immediately offered paid support at [06:00] without first offering any free self-help guidance, violating Linksys support protocol for out-of-warranty customers.
  • No verification was performed to confirm whether the customer could access the router settings or knew how to reset the device before sending the guide.
Positive Highlights
  • Accurately captured the router model (WHW03 v2) and serial number from the customer.
  • Correctly identified that wired cascading (AP mode) is the proper method to extend coverage from a different-brand router.
  • Sent a setup guide via email, providing the customer with reference material for later use.
Agent Errors / Gaps
  • Prematurely offered paid support without first offering free self-help guidance or troubleshooting, violating Linksys support protocol for out-of-warranty customers.
  • Failed to provide model-specific AP mode setup steps: did not instruct to disable DHCP or set a static IP on the Linksys router, which is required per KB guidance.
  • Did not verify whether the customer could access the router settings (192.168.1.1 or myrouter.local) or knew how to reset the device before sending the guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent a guide via email but did not confirm setup success or resolve the connectivity issue; no outcome was verified.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent correctly advised wired cascading for extending coverage, which is a relevant troubleshooting step, but did not verify current setup, check signal, or guide through configuration.
R3 Partially Met Correct resolution path conf 90%
Agent acknowledged OOW status and offered paid support while still providing a setup guide, aligning with best-effort expectations for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the need to cascade via wired connection, showing some diagnostic logic, but did not ask about current wiring, placement, or confirm symptoms beyond customer description.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were needed; the issue was a basic setup question, and the agent provided correct guidance without relying on unsupported methods.
T3 Met No misinformation conf 95%
The advice to wire the Linksys router to the AT&T router via LAN-to-WAN is technically accurate and consistent with KB guidance on cascading routers.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and responded to questions, though silences and repetition suggest weak call framing and transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and confirmed model number, but did not adapt explanations to the customer’s expressed lack of tech knowledge or confirm understanding of setup steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer or abandon the case and attempted to assist by sending a guide, but pushed paid support and did not fully own resolution for the OOW device.
O2 Partially Met Proactive follow-through conf 80%
Agent sent an email with instructions, establishing a next step, but did not set a timeline or commit to follow-up, leaving resolution uncertain.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this setup inquiry.
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 remained polite but introduced paid support abruptly without acknowledging frustration; minimal empathy shown despite customer’s confusion.
X2 Partially Met Tone & rapport conf 80%
Agent repeated questions likely due to ASR/silence, but overall pace matched customer’s non-technical level and kept engagement until closure.
X3 Partially Met Overall experience conf 80%
Agent avoided unnecessary steps and sent a guide, reducing effort, but did not prevent repetition of model number and left customer to self-resolve.
Call Transcript18 turns · 18 lines
Speaker 1
Yes, I had a a a lot had a Linksys that I had my other house. couple years back that to you know, kind of help out with internet. we moved to a new house in also, I have something new. I don't have spectrum anymore. I have direct tv.
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.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 thank you for calling Linksys this is Regina could I help you today [silence]
00:00
Speaker 1
Uh, the TVs in the house are fine. The the the three TVs in the house are cool. But the one that's in the garage says no internet. I don't have the strength for it. So I was wondering if I could use the Linksys to hook up to the Direct TV internet to expand my the coverage. Is that possible? Say that again. Ma'm. It's uh, it's the main router is from uh, what do you call it? Uh, direct TV. Hello? Yes.
01:00
Speaker 2
is your main router sir a Linksys what is your main router is it from Linksys okay but is this your first time calling us for support and are you calling from United States
01:00
Speaker 1
Yes. Robert Reyes, R.A.C.E.S. Reyes raggi CES 562 25 143 Cesar Ai CS at yahoo.com Yes.
02:00
Speaker 2
May I know your first name and last name, sir? That's R-O-B-E-R-T and your last name is? And your callback number? And your email. Okay, let me just verify it. Phonetic text letter S for Sam, B for boy, R for Robert, A for alpha, I for India, C for Charlie, E for Edward. Letter S for sam@yahoo.com. And how many links is router do you have in total? [silence]
02:00
Speaker 1
I just have this just the one. It's a one link router and I have the serial number or the model number. Hello? Okay, let's see. It says 2-0J2-0M33A17524. Are you you want the model number? You you want the model number?
03:00
Speaker 2
Could you please provide the serial number of the Linksys router for me? Okay, so the model number of your Linksys device is HW03. Is it HW03? I just need to confirm with the test hw03.
03:00
Speaker 1
Okay, yes, uh, it's w w h w zero three v two. Uh, it is uh uh AT&T. I just have just uh the router and it's it's from um AT&T. And then, but I have direct TB service through, you know, that's how I I get my TV, but the router service and everything is through AT&T. Just one one router. Yes. one router.
04:00
Speaker 2
And who is your Internet service provider sir? So you have two devices provided by your, your modem and then the main router. [silence] So you have only one router for Andrew setup. Okay, so regarding with this one sir you can set up the [silence]
04:00
Speaker 1
So I, I, could I hook this Linksys router or whatever it's called, this Link sys, could I hook it up to the AT&T and to expand my coverage? Okay, can I, can I plug it in? Can I, it shows that there's a plug in for this. You know, that I, can I plug this into the router for AT&T and then plug into the wall? Will that connect it up? [silence] Okay, can I, can I plug it in? Can I, it shows that there's a plug in for this. You know, that I, can I plug this into the router for AT&T and then plug into the wall? Will that connect it up? Okay, can I can I plug it in? Can I it shows that there's a plug in for this. You know, that I, can I plug this into the router for AT&T and then plug into the wall? Will that connect it up?
05:00
Speaker 2
they link this router via wireless to extend the wifi coverage of your internet. Unless, you're going to cascade it and wired to your main router because they are different brand. Yes, you can. But it is called cascading. You need to wired our Linksist router to the main router. It will not set up via wireless. Yes, from the main router to the internet port of the Linksist router. But before we proceed, and what you need to do is
05:00
Speaker 1
Okay. That's crazy that I would have to pay money for anything, you know? I mean, I'm just asking how to connect this up. And you're gonna charge me money to how to connect it up. Right?
06:00
Speaker 2
would like to set an expectation also regarding the warranty status of your Linksys router. Okay, so it indicates in our system that this device is no longer under warranty. So I really apologize that live support is no longer available. However, we have a paid support. So I can still assist you regarding with your concern or about, but it doesn't mean that it's well-worked. So you need to pay $15 and it's good for 60 minutes of troubleshooting. Yeah. For those who are via wired, as I've mentioned earlier, you can cascade this router to your main router via wired. Good.
06:00
Speaker 1
Well, I'm not, I'm not computer savvy or, you know, tech savvy. I just know that, you know, I think that I could plug this Linksys into the AT&T router and I don't know if I have to, you know, I don't know how to connect it up to it, you know, what I have to do, program it or whatever. I don't know, you know. And okay, I okay, thank you very much. It's the wired one, meaning that it has a wire. It's wired to, uh, from from the links to the, uh, AT&T, right? That's wired. [silence]
07:00
Speaker 2
Okay, so I sent you a guide through your email, which you can use to set up your links as product. There's an instruction on how to reset and set up the parent node on the link that is sent to your email. But make sure to wired
07:00
Speaker 1
Okay. I will. I will look at my email. Thank you very much. You too. Bye bye.
08:00
Speaker 2
yeah okay you're welcome and have a great day bye for now [silence]
08:00