V2 Rubric Detail — 04fb5ca6-6e3c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:12
Duration
8m 34s
Contact
Nicola
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134229
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. 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
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall53.3% (-2.7)

V2 Grader Summary

The agent failed to resolve the issue or provide complete free troubleshooting, incorrectly stating that out-of-warranty devices are ineligible for support—contradicting Linksys policy. While communication and ownership were strong, the technical response was incomplete and materially inaccurate, resulting in an unresolved outcome with a critical violation of the OOW best-effort standard.

V1 Case Analysis

Customer reports WHW03 mesh parent node not providing internet; child node solid red and cannot pair. Out-of-warranty device. Agent confirmed app no longer supports model, offered 5-press and web UI setup, promised email instructions, but skipped basic diagnostics and failed to capture email.

Troubleshooting Steps
  • Collected model (WHW03) and serial number
  • Confirmed ISP (Videotron) and that modem works when directly connected
  • Identified device as out-of-warranty
  • Offered 5-press pairing method and web UI setup
Key Observations
  • Agent correctly identified that the WHW03 is no longer supported by the Linksys app — this is accurate per KB (adjacent_device_setup_scenarios.md).
  • Agent offered two technically valid setup methods: 5-press pairing (supported on WHW03 per universal_5press_models.md) and web UI access via http://192.168.1.1 (correct URL per KB).
  • Agent skipped standard ISP/modem direct-connection test and power-cycle despite customer already confirming modem works — missed opportunity to isolate issue.
  • Agent prematurely offered paid support and stated 'cannot provide free troubleshooting' — this may conflict with policy for out-of-warranty customers who still need basic self-help paths.
  • Agent failed to capture the customer's email address despite the customer clearly providing it at [07:00] — a critical operational miss for promised follow-up.
Positive Highlights
  • Accurately collected model (WHW03) and serial number.
  • Correctly identified the device as out-of-warranty and communicated warranty status clearly.
  • Accurately stated that the Linksys app no longer supports WHW03 models — consistent with KB guidance.
  • Provided correct information about the 5-press pairing method for WHW03 nodes — this is valid per universal_5press_models.md.
  • Provided correct web UI access URL (http://192.168.1.1) for WHW03 setup — matches KB.
Agent Errors / Gaps
  • Did not perform standard ISP/modem direct-connection test before offering paid support, despite customer already confirming modem works — this step should have been used to confirm WAN status on the parent node.
  • Offered paid support prematurely and claimed free troubleshooting was unavailable, which may conflict with standard policy for out-of-warranty customers.
  • Failed to capture the customer's email address for the promised follow-up, despite the customer clearly stating it at [07:00].
  • Suggested hardware replacement without confirming the fault through proper diagnostics (e.g., testing parent node in isolation).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; offered email instructions and suggested purchasing a new device without restoring functionality.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked for model/serial and mentioned 5-press and web UI setup, but skipped essential diagnostics like modem-direct test or checking WAN status in router settings.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated free troubleshooting is unavailable for out-of-warranty devices, violating OOW best-effort standard; should have provided full free guidance despite warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified red LED and model number but failed to ask critical diagnostic questions (e.g., direct modem connection test, PPPoE/VLAN needs).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools used (e.g., no remote access attempt, no instruction to check router dashboard or run speed test through router).
T3 Not Met No misinformation conf 98%
Agent incorrectly claimed no free support for out-of-warranty devices, contradicting KB policy that mandates best-effort free troubleshooting regardless of warranty.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control, gathered necessary info, and set clear expectations about follow-up email.
C2 Met Confirmed understanding conf 94%
Agent used accessible language, confirmed understanding, and adapted to customer’s level without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, did not transfer, and committed to sending step-by-step instructions.
O2 Met Proactive follow-through conf 96%
Agent provided specific next step (email within 3–5 minutes) and realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy: 'I do apologize to hear that' and remained patient throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, used plain language, and kept engagement despite complexity.
X3 Partially Met Overall experience conf 90%
Offered email to reduce effort, but required customer to perform full setup alone without completing troubleshooting during call.
Call Transcript18 turns · 18 lines
Speaker 1
[silence] So uh I have uh um a Linksys mesh and all of a sudden it stopped working. I I checked with the provider and the modem works. If I connect to the modem through a like an ethernet cable, it works but as soon as I connect to the router it does not work. [silence] [ Wikipedia.org ]
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 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you.
00:00
Speaker 1
RAutum with my laptop, uh everything works and I think um I had two two meshes so one was the parent one was the child and I think the parent is the one that stopped working because the light is always blue. So the light is always blue. So I said okay, let let let me try to just connect the the child and you know, set it up as a new one and I I I go through the process and then it says it doesn't find it. So I don't know why. Would it be on the unit? Okay. I have I have both of them.
01:00
Speaker 2
Oh, I see. All right. Yeah, right. Got it. I do apologize to hear that. Once there but now we let me assist you with this concern. Kind of provide the model number and the cereal number of your links is crowded. Yes, it's under the broader it's on the
01:00
Speaker 1
Yeah, okay, so it's, um, uh, the serial number is that good? The model is, sorry, I have it here, W-H-W-0-3. The serial number is 2-0-J-1-0-C-6-C-6-4-0-3-9-6. It's they're called Videotron. Yes. Um,
02:00
Speaker 2
Okay . Yes sir . Let us how about the serial number . Got it . Thank you so much . Sure . And also you might know who is your internet service provider . Video true . And you mentioned sir that you make the Schild note as a parent block correct .
02:00
Speaker 1
my baby monitor, the light is always blue, which is even if I unplug it, replug it, the light is blue. Always. So, so I-I disconnected it and I went on the floor and I got the child. And I said, let me reset it just so-temporarily until I get new ones because these ones are a bit old. Um, or if I could buy maybe just one more and then I still have my stuff working properly, but the child now, the I-through my ap. I try to uh, reboot it. and I doubt that both of them stopped working at the same time. So, you know. So, but right now my-I mean the child one is plugged in and it's a solid red light. And if I go on the app, the
03:00
Speaker 2
I see. [silence]
03:00
Speaker 1
It, it says, uh, hit the reset button for 10 s, which I do. And then like, I I try to do the next step and it says it doesn't find anything. Well, so now I I I I cleared my phone, and I just hit the Linksys setup. And what I get is says, ready to complete setting. Maybe I need to start setting up from scratch.
04:00
Speaker 2
Mm-hmm. Oh, I see here. One moment here. All right. So you already pressed the reset button for 10 seconds, correct? For the trial node? Mm-hmm. With regards to that one sir, so with this model number that you have, it is not supported anymore with the Linksys app, you cannot set it up using the Linksys app. Mm-hmm.
04:00
Speaker 1
Okay? The web interface. Okay, so how can I connect this one? [silence]
05:00
Speaker 2
There are two ways for you to set it up. One is the ACS what the 5 press method. And the other one is for you to set it up using the web interface of this router. All right. And you mentioned, yes, using the IP address. All right, one moment here. And also upon checking here with this router that you have, it is already out of warranty last August 2 of [REDACTED_PAYMENT_DIGITS] And for the out of warranty device, I do apologize, sir, but I cannot provide a free troubleshooting over the phone. However, if you insist I can provide a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. But there's a payment of $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want to proceed with the payment, sir, what I can do,
05:00
Speaker 1
the email step by step. I'll purchase a new one, but it's, until--like, I, I checked on Best Buy to see if they have the similar ones, seems like they don't have them. So, you know, it's gonna take a few days before I find them and, in the meantime I just want it to work.
06:00
Speaker 2
here is. I could send you an email instead of step-by-step instruction and how to set it up. And also you may consider trying our linkdes AI agent for guidance, and it is free of charge. Which one would you prefer? Okay. So I will send you step-by-step instruction. And with regards with the parent node, sir, that the light status will not go off or it just remains solid do, there might be a hardware issue on that device. Yes, and what I can highly suggest is that device, you need to purchase a new one. I see. All right. No worries, sir. That child node is still working. So you can make it as a parent. [silence]
06:00
Speaker 1
Yeah. So it's in Nicola dot Colombo at 1018.ca, and Nicola is N I C O L A dot C O L O M B O as in Michael, B as in Boston O at 1018 the numbers 1 [phone beeps]018.ca. And I'm looking on my phone to see if I got the email. Okay. Okay, and then is
07:00
Speaker 2
know. So, I will send you a step by step instruction, can you provide your email address, sir? For where I could send it? Mhm. That's the... Okay, got it. All right. So, uh, one more time. So, I will send you the email, sir, within three to five minutes after we end the call, cuz I will just compose an email to you. So, expect an email from me within three to five minutes, all right?
07:00
Speaker 1
With that I should I get at least that one working. Right? Okay. Does is there a Linksys Canada that I could order a new machine? Okay. All right. Okay. Thank you. Bye. Bye.
08:00
Speaker 2
Yes, there is a step-by-step instruction, just follow the instruction on how to set it up. Um, for that, sir, we don't we don't apologize, but we don't have that one, but you can try to check on Amazon website. All right, thank you very much for calling, have a good one. Bye for now. [silence]
08:00