V2 Rubric Detail — 07171638-60e5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 13:47
Duration
26m 44s
Contact
Imran Kibria
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132402
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall52.0% (+21.9)

V2 Grader Summary

The agent correctly identified an out-of-warranty hardware fault and avoided unnecessary escalation, but troubleshooting was incomplete and included technically inaccurate guidance (pair button on WHW03). The call lacked clear next steps and efficient handling, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

WHW03 V1 node stuck on solid blue; repeated incorrect reset attempts (20–40 sec) failed. Agent declared defective, out of warranty. No web UI or firmware troubleshooting performed. No self-help path offered.

Troubleshooting Steps
  • Verified solid blue LED on power‑up.
  • Instructed customer to hold reset button for 20‑40 seconds and power‑cycle the unit multiple times.
  • Checked for SSID broadcast on phone.
Key Observations
  • Agent repeated the same incorrect reset instruction (20–40 seconds) at [10:00], [14:00], and [17:00] without adapting.
  • No attempt to access web UI (myrouter.local) or check firmware, despite customer access.
  • Agent referenced a 'pair button' at [26:00], which is not present on WHW03 model.
  • Extended silences (e.g., [11:00], [14:00]) with no guidance or explanation.
  • Declared device defective without ruling out firmware or web-based reset options.
Positive Highlights
  • Collected full customer contact details: name, email, phone number ([04:00]–[05:00]).
  • Obtained serial number for the problematic node ([07:00]–[08:00]).
  • Confirmed ISP (Hey Broadband) and acknowledged mixed-model topology ([06:00]).
Agent Errors / Gaps
  • Provided incorrect reset timing (20–40 seconds) for WHW03 node; KB specifies ~10 seconds.
  • Repeated the same ineffective reset procedure five times without validating outcome or changing approach.
  • Referenced a 'pair button' on WHW03, which does not exist; model uses physical reset button only.
  • Failed to attempt factory reset via web UI at myrouter.local despite customer access.
  • Did not verify warranty status through internal system; relied on customer recall of 2019 purchase.
  • Did not offer any self-help resource (KB article, email, link) after ruling out support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared the node defective and out-of-warranty without completing full troubleshooting or offering a resolution path; issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempted a 20-second reset and asked about SSID broadcast, but skipped key steps like checking for solid purple after reset, using the 5-press method, or verifying power supply; troubleshooting was incomplete.
R3 Met Correct resolution path conf 95%
Agent correctly assessed that the device is out of warranty and end-of-life, and communicated that no replacement or repair is available, aligning with support policy for OOW hardware faults.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid blue, no reset) and gathered model/serial info, but did not explore root causes like firmware corruption, power issues, or failed reset mechanics; diagnostic process was shallow.
T2 Met Appropriate tools / resources used conf 80%
No remote tools or logs were available or required; agent relied on observable hardware behavior (LED, reset attempts), which was appropriate for the scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly referenced a 'pair button' on a WHW03 (which uses 5-press method); also mischaracterized solid blue as normal when it should be solid purple after reset — both are KB violations.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent confirmed understanding and created a case record, but call contained long silences, repetitive loops, and no clear agenda or time estimate; control was weak but not lost.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite language and repeated back details, but did not adapt technical explanations or check comprehension after complex steps like the reset sequence.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed troubleshooting, and did not transfer or abandon the customer.
O2 Not Met Proactive follow-through conf 90%
After declaring the device defective, agent provided no next steps, alternatives, or timeline — customer was left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be the first contact on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was made, and none was warranted — agent correctly determined the issue was an OOW hardware fault beyond L1 support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required; E2 is not applicable by rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed sympathy (“I’m sorry, sir”) and remained courteous, but did not acknowledge the customer’s effort or frustration with a defective legacy device.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a consistent tone but did not adjust pace or simplify language despite customer confusion and repeated attempts.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and model details multiple times; agent failed to use recorded information to avoid redundancy.
Call Transcript42 turns · 45 lines
Speaker 1
Hi Dylan, I have got a a Linksys Wi-Fi mesh WHW03, V1. and I've got three nodes, two nodes are fine. One of the nodes, it used to be a parent and I was trying to reset it and it's just not resetting. So I I turn it on, power it on and it didn't even go through a power up routine, it goes straight to a solid blue light. Uh and it remains on the solid blue light and I press the reset button on the bottom. I've held that press for over 40 seconds, nothing happens. Uh I've done the little trick where you pull the power cable, press the button reset button first and
00:00
Speaker 2
Welcome to links is support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling links is technical support. My name is Dylan. How can I help you today? Mhm.
00:00
Speaker 1
then insert the power, but nothing happens. All that happens is it goes straight to a solid blue light and nothing changes. Yes. uh, whenever I turn it on, because I'm trying to reset it. But it's just going straight to a solid blue light. No. No, no, no. I have a node that was a parent. Um, yeah, uh, I want to reset it to join an existing network as a child node. Yes, yes. [silence]
01:00
Speaker 2
I see. So it went straight to solid blue light. After the reset? Mmm. yes sir, so, okay, so, uh let me just reiterate your concern sirs uh to make sure that I got it right. Uh you're trying to configure your child node to become a new parent node. Mm-hmm. I'm sorry, um so you're trying to add a node on the your existing network? Is that what you're trying to say? so you won't, okay. [silence]
01:00
Speaker 1
All right. Let's say the second. So, I've got, okay, so I've got a network. It's got three nodes in it already, a parent node and two child nodes. I have another node. Yeah? I have another node now. Yeah? This node that I have, listen to me. How, yeah? This node that I have in my hand used to be a parent node on my old network. Yeah? I'm trying to reset it. I'm trying to reset it. And each time I put any power on it, it doesn't go through a right uh, the lights don't change any color. Immediately, it just goes to a solid blue light. And when I press the reset button, it does nothing. I could hold the reset button pressed for 40 seconds, and nothing happens. Got it?
02:00
Speaker 2
you wanted to add a child node to parent node if i have oh okay okay so so in total you have three nodes hmm i see okay got it hmm okay i got it all right sir thank you so much for clarifying yes i got it sir so technically you currently have
02:00
Speaker 1
That's not the problem though, right? The node I have, the node I have that I'm trying to add is not resetting. It used to be part of another network. Yeah, yeah. So that's the problem. If if if I can reset it, then I can add it fine. Adding is not a problem. I need to reset this node so I can add it. I just press the reset button for 40 seconds. No light pattern at all, it goes just it just goes as soon as I put the power on, it goes straight to blue light. Solid blue. No blinking, no flashing, no change in color. Every single time. So I can unplug it. I can plug it back in and it'll go straight to blue light. No no change in colors, nothing.
03:00
Speaker 2
have two nodes on your current network and uh you're trying to configure another node to be added as a child node to your network. Mm-hmm. Yeah, yeah, that's it sir. Uh, yeah. Hold on. So how did you perform a reset sir? 40 seconds okay. And uh there's no light pattern at all. Like it never changes, I see. Uh huh. Uh huh.
03:00
Speaker 1
[silence] Correct. It goes [silence] Great. Thank you. Imran Kibria, I-M-R-A-N K-I-B-R-I-A.
04:00
Speaker 2
Mhm. I see. Okay. Um, just to verify, sir, uh, are your current network or devices has the same model as the um the one that you are trying to configure? I see. All right. So. Sure bag assenja. Ok. All right, sir. Uh, let me just create a quick record here in order for me to proceed further and um, I'll be creating a record for me to proceed with the troubleshooting. Okay? So uh, let's start with your full name, sir. All right. So that's Imran.
04:00
Speaker 1
[KEEP_UNCERTAIN] Yep. That's me. correct. Yeah. OK. Yeah. I am correct. Yeah. correct. Uh, the parent node. Yeah, sure. We can find that. Uh, the parent node is actually OK. Yeah. So the parent node is
05:00
Speaker 2
Alright, how about your email address, sir? all right, so. That's i, kevria at hotmail dot com. all right. So... all right. and. Am I also verify your phone number, sir? that's uh... seven, eight, zero, oh, five nine nine five nine seven. and. aveu. Na, on right. uh... okay, sir. So, um in total, in total, sir. You got three nodes now. okay. tsi, heed providing me the serial number of the, oh pair node. Um-hm.
05:00
Speaker 1
different model. I'm not sure that that's not the problem. The parent node is newer than the the other two nodes. So the other two nodes are WH03s and this one the parent node is on second. I'll tell you now. Parent node is a MX4000 series. Yeah, yeah. But that's not the issue. I've got two of the nodes that yeah, yeah, yeah, yeah, yeah. If I can get this node to if I can get this node to reset, then I can just it this work fine. It connects fine, but I can't [silence].
06:00
Speaker 2
[silence] oh, okay. so the pairing node is a different model. I see. uh yes sir, yes sir. I thought I understood that. no worries. ah. so the director.
06:00
Speaker 1
I get this no to reset. n for this doing that that's a problem yeah. okay I'll give you the problem I know do you need to verify it as well because it's quite is hard to get to. this yeah two zero J one.
07:00
Speaker 2
Mm. Yeah, I yeah, I got it sir. Um, we actually have, like, a few concerns with the same, um, error where uh, I mean issue wherein the the child node remained, or stays, solid, solid blue. But anyway, uh we're going on to run, um, a recovery procedure later on. So, let me just go, finish the record here. So, can you provide me the serial number? Uh, the parent node and the problem problematic node. Um, okay. All right, um, let me have the I mean the problematic one instead. Two. Mm.
07:00
Speaker 1
I didn't didn't did you get that? Two zero Jay one two zero Jay one zero C6C740947. Correct. Yes. Hey broadband. [ silence ]
08:00
Speaker 2
Yes sir, 20J / 1 0M. C. 6C7. 40947. Alright, thank you so much. And may I know who is your internet service provider? Hey Broadband. Okay. Okay, just a moment sir.
08:00
Speaker 1
4000 series MX 4000 okay
09:00
Speaker 2
okay by the way your your parent node is an MX42 and sorry what was the model for [silence] for thousand you okay alright sir ok just a moment just finish up the record.
09:00
Speaker 1
I'll do that several times, I can do it again. I've done that several times, I can do it again. Are you okay?
10:00
Speaker 2
Alright, sir. How about this one? Sir, let's try to reset the problematic child node again but this time just press and hold the reset button for at least 20 seconds. Yes, sir. Let's do that for for documentation, you know. for record purposes. [silence]
10:00
Speaker 1
So now I'm putting it in, plug it in, and light goes immediately blue, blue. Hold the button pressed and feel the click. It clicks okay, but it's been for 20 seconds, for a moment. more. [silence] You hold it for a moment, [silence]
11:00
Speaker 2
[silence] We're going to want to wait for it to reboot and set up for at least 2 minutes.
11:00
Speaker 1
[silence] I've done it several times, yeah. Just needs Two now. Okay. Done.
13:00
Speaker 2
leave. two seconds, then unplug again. Wait for two seconds. Plug in the power again for wait for five seconds. So, we're going to repeat that for five times. Okay? All right. So, uh tell me, uh I mean, uh we will do it on my lead, okay? All right. So, are you ready? All right. So, I would also need your confirmation, sir, once you have plugged. Okay? All right. So, unplugged. Hello, sir. Yeah, I need your confirmation. Okay. Um, let's do it again. Um, let's wait for it to reboot. And
14:00
Speaker 1
I would say it's done when I've done it. Yeah. That's my confirmation. Can you say something else or it clear yet. Okay.
15:00
Speaker 2
Wait for two minutes. Then we are going to perform the recovery procedure again. Yes, sir. Yes, sir. Yes, sir. All right, sir. Let's do it again. Is the light still solid blue? unplug [silence] plug it back in [silence] unplug [silence] plug it back in [silence] unplug [silence] plug it back in [silence] unplug [silence] plug it back in un unplug [silence] plug it back in [silence] unplug
15:00
Speaker 1
she's showing solid solid blue light big well yeah yeah let's wait yeah big telling me
18:00
Speaker 2
plug it back in. So, let's just wait for it, sir. Uh, usually, it takes a bit longer than the normal boot up. So, let's uh, at least wait. Alright, sir. No worries, um, let's give it some time, sir. Let's wait for 2- to 4 minutes. [silence] Uh, loose there? Look back. [silence] So, right now, the light is still solid blue, right?
18:00
Speaker 1
No progress. Still a solid blue light. It was before. I'll check again now and confirm. But it, it, let's have a look. No, it stopped. It's not, it's not broadcasting.
21:00
Speaker 2
Hello, sir. No progress at all. All right, sir. Um, can you try checking on your phone, sir, if the Wi-Fi of that child node is, uh, broadcasting, like the Wi-Fi name? Uh-huh. Um, [sigh] I'm sorry, sir. All right, sir. So the SSID is not broadcasting.
21:00
Speaker 1
Okay. No way I can. Nothing else like we can do to this working.
22:00
Speaker 2
Alright, sir. Um, um, it's sad to say, but, um, unfortunately, this device is, uh, no longer usable. It's already, uh, an indication that it's a, it already has an, a, an, you know, a hardware issue. Mm-hmm. Unfortunately, sir, um, we, uh, we, mm-hmm. Yeah, sir? Yeah, sir. Unfortunately, um, whatever troubleshoot thing can be done, if, you know, you know, we have already performed our recovery procedure, uh, by that, it should erase even the firmware versions, the current firmware version and it will, um, go back to its, uh, original firmware, but, uh, there's no, no indication, uh, that we can even upgrade its firmware anymore. Mm-hmm. You see, sir, um, for example, when, um, devices are already, um, in their hardware issue, um, upgrading is just, um, the same as performing a firmware update. But, um, if you want, we can still try upgrading it. It's just that it's, like, for example, sir, you're taking a medicine, then it's, um, the disease like, uh, it can't even cure the, um, the, um, disease, uh, anymore. Just like that, what's, um, your opinion. Okay. [silence]
22:00
Speaker 1
Okay, so what does that mean for the no, I can't understand. Okay, we did it.
23:00
Speaker 2
[silence] haphazard that it's working on that node. So technically, um, we deem it defective if the device will show solid blue light still after the recovery procedure and the SSID is also not broadcasting. Unfortunately sir. Sadly this could no longer be usable. And um, looking at the information here on the details uh, the device is also already out of warranty. So we could no longer provide any form of um, replacement to the device. You had to have this for, like um, since 2019, I believe.
23:00
Speaker 1
It's quite an old device. Um, okay. Is it, I guess since it's out of warranty, I mean, you can't be opened up or something or, um,
24:00
Speaker 2
Yes, sir. No, sir, because we don't have, like, um, um, like a technician that can go to or help you out with this. Because regardless if what troubleshooting can be performed, this device is already defective. And also, just to set your expectation, this model is actually already part of our end-of-life devices, uh, which means we no longer manufacture this one. Well, basically, we've moved on to a newer, uh, models like the MX Series and DLN.
24:00
Speaker 1
okay that's the MX series that was given by our this provider right well is that is that a wi-fi 7 route or is that a wi-fi 6
25:00
Speaker 2
Series. Also, our current strongest routers available in the UK are those bundle with the Internet service provider. Yes, sir, that's one. And also we have those latest model, the SPNMX, 60, or SPNM 60 and 62, which is bundled with community fiber and tube. Yes, sir. Wi-Fi 7 routers and are very powerful and really strong with a lot of many features.
25:00
Speaker 1
It's a lot easier in here. Okay. Well, thank you very much for your time. Um, and, uh, it's what it is. Thank you. Bye.
26:00
Speaker 2
Uh interfere button where you just have to press the pair button to add the child node. Yes sir. Mhm. alright sir. I appreciate your time sir. Calling language technical support and um sorry we didn't have I mean we weren't able to have this work out and was able to deem this as defective. so yes sir um thank you again for calling. uh have a great day and take care sir. Alright bye for now.
26:00