V2 Rubric Detail — 026dda9a-7945-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:14
Duration
17m 4s
Contact
No Name
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135964
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: intermittent connectivity_WHW03

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall39.4% (-16.6)

V2 Grader Summary

The agent failed to perform any KB-mandated troubleshooting for the WHW03, including the 5-press method and firmware checks, despite the device being compatible. The agent provided materially incorrect technical information regarding ISP Wi-Fi 7 upgrades and the unavailability of firmware updates, ultimately directing the customer to purchase new hardware without attempting a resolution. While communication was clear and polite, the lack of technical accuracy, troubleshooting, and effort reduction resulted in an unresolved case.

V1 Case Analysis

Customer experiencing intermittent drops and slow performance on WHW03 Velop (11 nodes). Out of warranty. Agent advised replacement with newer Wi-Fi 6/7 mesh; no troubleshooting performed. Agent provided technically inaccurate information about firmware updates and ISP network upgrades.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect serial number or verify warranty via system lookup.
  • No troubleshooting steps were performed despite the issue being performance-related and potentially resolvable (e.g., reboot sequence, LED check, modem test, firmware verification, node placement review).
  • Agent incorrectly claimed Comcast has upgraded to 'Wi-Fi 7' — Wi-Fi is a local network standard, not an ISP service.
  • Agent stated WHW03 'does not have anymore updated for firmware' — while likely true, this is not an official KB position and should not be presented as definitive.
  • Agent correctly identified the device as out of warranty and provided a clear upgrade path.
  • Agent acknowledged customer's own troubleshooting (bypassing router) and confirmed issue is with the mesh system.
Positive Highlights
  • Correctly identified WHW03 as out of warranty based on product lifecycle knowledge.
  • Acknowledged customer's own troubleshooting (bypassing router) and validated that the issue is with the mesh system, not ISP.
  • Provided a clear, actionable next step: upgrade to Wi-Fi 6/7 mesh system.
  • Recommended replacing all nodes for compatibility, which is sound advice for large mesh networks.
  • Maintained polite and professional tone throughout the call.
  • Offered free setup assistance for new hardware, adding value beyond the current support scope.
Agent Errors / Gaps
  • Missing collection of product serial number and confirmation of warranty status via system lookup.
  • No troubleshooting steps were performed despite the issue being performance-related and potentially resolvable.
  • No case/ticket was created or referenced.
  • Provided technically inaccurate explanation: claimed ISP (Comcast) has upgraded to 'Wi-Fi 7', which misrepresents how Wi-Fi and ISP services work — Wi-Fi is a local network technology, not a service provided by ISPs.
  • Stated WHW03 'does not have anymore updated for firmware' — while likely true, this is not an official KB position and should not be presented as definitive without checking current firmware availability.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the connectivity issue; only suggested hardware replacement and offered no effective troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent confirmed customer bypassed router and had stable internet via Comcast, a valid diagnostic step, but did not perform further troubleshooting (reboot, LED check, firmware, admin UI).
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified WHW03 as out-of-warranty but failed to provide best-effort troubleshooting (e.g., firmware check, 5-press method) before defaulting to replacement advice.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (intermittent drops/slow speeds) and confirmed ISP not at fault via customer's modem test, but did not ask about node LED status, firmware version, or perform root cause analysis.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied on customer's self-conducted modem test but failed to use required tools: did not direct customer to admin UI (http://myrouter.local) to check firmware or attempt 5-press method, which is supported for WHW03 per KB.
T3 Not Met No misinformation conf 99%
Agent made multiple material errors: claimed WHW03 'does not have anymore updated for firmware' (contradicted by KB), claimed Comcast upgraded to Wi-Fi 7 (technically impossible), and implied modem-node conflict without evidence.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set expectations about warranty and replacement but did not structure a clear troubleshooting path or manage transitions effectively; conversation drifted without a defined plan.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, avoided jargon, and responded to customer’s pacing and concerns; communication was clear and aligned with customer’s level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent remained on the call and offered to assist with future setup but did not take ownership of diagnosing or attempting to fix the current issue beyond suggesting replacement.
O2 Partially Met Proactive follow-through conf 87%
Agent suggested upgrading hardware and offered future support but provided no specific next steps, timeline, or actionable guidance for immediate mitigation (e.g., firmware update, node reset).
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made, and none was warranted given the agent’s attempt to discuss options—though troubleshooting was incomplete.
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 was polite and responsive but did not explicitly acknowledge customer’s frustration over recurring issues or express empathy for long-term use and repeated troubleshooting.
X2 Partially Met Tone & rapport conf 84%
Agent matched customer’s conversational pace but missed opportunities to confirm understanding or adjust tone during technical discussion (e.g., Wi-Fi 7 confusion).
X3 Not Met Overall experience conf 95%
Customer had to self-diagnose (modem test), repeat issue details, and research replacement options independently; agent did not reduce effort by guiding firmware check or offering remote diagnostics.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linksys support. 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[silence]
08:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today?
08:00
Speaker 1
test, and the unit is kind of working and not working. Um, I can give you the serial number if you want to confirm. Um, that's the issue. Um, that helps. Yeah, it would it uh it would exactly. It would work. It's working, then it's dropping. Um, I've tried hard resets. It'll work for a couple hours and then it'll drop or the performance is degraded. It'll work but it'll be very, very slow and then I do a hard reboot and then it works and then it does the same thing. Did that Friday, Saturday, Sunday. So, um, you know, obviously there's a problem with it. Yeah but I do think it's close to end of life and you could I think I have coverage uh support on it for until later this month actually I was looking at them my notes here but I
09:00
Speaker 2
Oh, what happened to your Wi-Fi, sir? Is it dropping or intermittent? Mm-hmm. Got it, too. Mm-mm. Hmm-hmm.
09:00
Speaker 1
Well, no, how do I have 11 nodes? Um, to be clear, yeah, I mean, it's, um, when I reboot, this is the main node here, the master if you want. Um, they all work fine, um, but then I'll have intermittent problems around the house, right? So, um, the lights remain, you know, they don't go red, but it's just
10:00
Speaker 2
Uh-huh. Sure, sir. Can you give it to me? I How many a total of things? This device sir, you have 11 nodes and all of them experience the same issue. Uh huh.
10:00
Speaker 1
This is a performance issue. And it took me a while to figure out because at first I thought the lights were would be red and they weren't. But as soon as I rebooted the main mesh uh, you know, uh, one that I gave you, it uh clears it up for a couple hours and then it starts again. So it's comcast. And I have also isolated that I tried running off I'm sorry, go ahead. No, I was going to say, I also bypass it and then it was fine with comcast. So it's definitely not the comcast service.
11:00
Speaker 2
Who's your internet service provider sir. Okay. Let me create for you. Uh-huh. Go ahead. Uh let me just. Okay. All right. That's good to hear, because you were able to run already a troubleshooting. However, uh still the issue uh persists. Now sir, with your current setup, uh just to set proper expectation, okay. Uh WHW03 uh Linksys devices are already been out of warranty. Now, for this latest development, um you may need to [silence] get a new one. Of course, if we're going to run some troubleshooting. I just - I can still provide you troubleshooting. That's not a problem. Problem. If we're going to do some troubleshooting and we might not be able to resolve 100% for your concern, uh we cannot provide a replacement with your device because this is already been out of warranty. Now it is really expected to have this kind of performance because WGW03 does not have anymore updated for firmware. Uh your device is Wi-Fi 5 capability. However, Comcast now has been upgraded their uh network or their Wi-Fi connectivity into Wi-Fi 7. So even if you purchase uh the the highest speed of your internet service provider or the speed that you have, if the the nodes that you have is already an old one, then
11:00
Speaker 1
Correct. Okay. Okay. Okay. Okay. And what are our options for upgrading then? Okay.
13:00
Speaker 2
supporting us that it cannot provide you a stable connection. So that's what I can provide to you information. However, I do have options for you here. I can we can actually run troubleshooting. What we can do is we can swap your nodes. However, for swapping nodes, you know, just to inform you that you are going to reset the node. So by resetting the node, we're going to set it up again from the scratch or in the beginning that you have set up your device. But again, I cannot guarantee you that if you're going to do that kind of troubleshooting, it will work because there is already a conflict between the modem and the nodes that you have. Go ahead. Oh for upgrading sir, you can only purchase it via Amazon, Walmart, Best Buy and Target. They're the ones selling linksys devices now.
13:00
Speaker 1
Okay, all right, so, I have to go to Amazon. To buy the devices. Um, and, what, um, model, which one, would you recommend. Okay, I'm just online here. I just want to make sure that I end up buying, um, the same, brand. Um, so, there's a bunch here. There's Linksys. Um, Wi-Fi seven mesh, for Wi-Fi, so there's three, there's bundles of three, right, that's, that's, that's, uh, the package. And, you would, you would recommend. Right. And you would recommend that I I replace all, the known
14:00
Speaker 2
You can check. Sure. You can just search there Wi-Fi 6 or Wi-Fi 7. You it will show you those devices. Uh. Uh-huh. Uh there's all there's a one or three one two or three you can purchase them. Sorry. Good.
14:00
Speaker 1
since all the nodes I have are probably old just to keep compatibility across because I have 11 nodes that's the problem right? I don't want to swap some hardware and then have some old ones and then I run into issues with those ones right? So the recommendation is just to upgrade everything. Yeah. Yeah. that's what I thought. Um you know I've had these for about four or five years, so it's time to do a a major upgrade. Um just to keep everything stable, which is unfortunately, but it is the world we live in. So, okay. All right, so I will uh I've got it. I I just don't want to spend you know,
15:00
Speaker 2
Yes, sir. Upgrade from all of your devices, cause even if you're just gonna purchase only one, just serve as the parent node, the parent node will work fine. However, if you are far from the parent node, then automatically your devices will connect to your child node, and it will not provide the stable connectivity as well. Yes, sir. All right.
15:00
Speaker 1
time, you know, troubleshooting. I recognize, you know, it's it's going to go down a a different, you know, path. And even if there's things I'm still I'm still out of service, out of warranty, they won't be upgraded. So I'll I'll be having an issue if not now, maybe in a couple of months or a year from now. So, Yeah. Okay. All right. Okay, this is helpful. So let me I'll I'll work with that then. Okay. Okay. Yeah. No, I've been I've been using for about eight years and they work really well. So it's just it's time for an upgrade. So, Okay. All right. No, that's it. You've been helpful. I appreciate the help. Okay. Thanks. You too. Thank you very much. Bye bye.
16:00
Speaker 2
Mm-mm. Yes, sir. Mm-mm. All right. Okay. Okay. All right. Then. Thank you so much. Sir, for your time, you can always call us back if you have already purchased a new one, we can walk you through and provide you technical assistance for free. Okay? All right. Um, yes. Sir, can you hear me? Okay. Sir, so, yeah. Anything else aside from this? Okay. Thank you so much, sir. For your time today. Uh, have a nice day. All right.
16:00