V2 Rubric Detail — 1254ede2-64da-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:38
Duration
6m 50s
Contact
Robert Winkle
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132953
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_WHW03

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall60.1% (+24.1)

V2 Grader Summary

The agent provided technically accurate advice by warning against duplicate SSIDs and recommending disabling the ISP router's Wi-Fi, which aligns with best practices. However, the interaction lacked proactive troubleshooting for the reported weak coverage and failed to guide the customer through concrete next steps, resulting in partial resolution. The agent maintained ownership and communication was adequate but not fully empathetic or effort-reducing.

V1 Case Analysis

Customer wants unified Wi-Fi across ISP router and WHW03 mesh. Agent gave conflicting advice on SSID use, incorrectly claimed same SSID causes disconnection, and failed to guide customer through any verification. Device is out of warranty; no valid self-help path provided.

Troubleshooting Steps
  • Advised against using identical SSIDs on two routers, claiming it prevents device connectivity.
  • Suggested disabling ISP router and using only the Linksys mesh.
  • Confirmed WHW03 hardware capability and out-of-warranty status.
Key Observations
  • Agent stated at [03:00] that identical SSIDs cause devices to 'no longer connect' and prevent app access — a materially false claim unsupported by KB.
  • At [05:00], agent contradicted earlier statement by saying separate SSIDs 'will have the same result,' creating confusion.
  • No verification of current setup, node pairing status, or Wi-Fi signal strength was attempted.
  • Agent failed to explain bridge mode, AP mode, or proper mesh integration with ISP equipment.
  • Call ended without confirming customer understanding or next steps.
Positive Highlights
  • Correctly identified the device model (WHW03) from the serial number at [01:00]-[02:00].
  • Accurately stated the WHW03's 1 Gbps capability at [04:00].
  • Clearly communicated the out-of-warranty status and $15 support fee, aligning with policy.
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed at [03:00] that using the same SSID on two routers causes devices to disconnect and prevents Linksys app access — this is false and contradicts Wi-Fi roaming standards and Linksys KB.
  • Gave contradictory guidance: first said same SSID causes confusion and disconnection, then at [05:00] implied separate SSIDs yield the same performance result.
  • Failed to verify the actual network topology, node status, or customer's current configuration before giving recommendations.
  • Did not guide the customer through any actionable configuration steps (e.g., setting ISP router to bridge mode, configuring Linksys as primary DHCP).
  • Ended the call without confirming whether the customer understood the advice or could implement it.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent advised customer not to use same SSID due to confusion and suggested disabling ISP router Wi-Fi, but did not confirm implementation or resolution of weak Wi-Fi coverage issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified dual SSID conflict and advised against same network names, but did not conduct deeper troubleshooting (e.g., node placement, firmware, pairing status) to address reported weak coverage.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified WHW03 as out of warranty and explained best-effort support, but did not proactively offer free troubleshooting steps from KB despite customer confusion and need.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (device confusion from duplicate SSIDs) and gave correct advice, but did not ask diagnostic questions about node placement, signal strength, or pairing status to assess mesh performance.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent referenced support.linksys.com as resource but did not guide customer through specific KB steps (e.g., checking node LED status, verifying pairing) that could have been used to confirm mesh health.
T3 Met No misinformation conf 98%
Agent correctly stated that using same SSID across ISP router and Linksys causes device confusion and advised disabling ISP Wi-Fi — technically accurate per networking best practices.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but allowed conversation to become reactive; customer repeated 'I need help' and expressed confusion, indicating weak framing and guidance.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not confirm understanding after key advice (e.g., 'Did you understand how to disable your ISP router’s Wi-Fi?') despite customer’s repeated confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and addressed the customer’s core question about network naming and mesh setup.
O2 Partially Met Proactive follow-through conf 80%
Agent did not establish clear next steps (e.g., 'Go to your ISP router settings and disable Wi-Fi') or timeline; ended call without confirming customer action plan.
O3 Met Closure confirmation conf 95%
No prior contact indicated; agent referenced customer’s described setup and model (WHW03) consistently throughout the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and issue did not require escalation — customer sought setup advice, not complex hardware/software failure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and professional but did not explicitly acknowledge customer frustration ('I need help') or repeated effort; response was transactional.
X2 Partially Met Tone & rapport conf 80%
Agent adapted tone to be calm but did not adjust pace or check comprehension after complex advice; customer remained uncertain about next steps.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition but did not reduce effort by walking through specific steps (e.g., how to disable ISP Wi-Fi) or offering direct KB links.
Call Transcript14 turns · 14 lines
Speaker 1
Okay. Yes, hi. My name is Robert Winkle. I have a mesh system, but I have also a modem and a router from my provider. And I need to sort it all out because I'm really confused. And, so I have three mesh nodes,
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.Links.TT.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, product, please have your devices, serial number and contact information ready. Hi, thank you for calling links.New name is Van. How may I help you today? Uh-huh. All right.
00:00
Speaker 1
And I can give you the serial number of what I'm using as a base, I think, somewhere here. The serial number would be. Oh, here we go. Serial number 20 Juliet, 20 Mike, 7 Alpha, 08 0 1 0. How amazing. You do it all. Yeah. Okay. So I have a modem coming into the house, which goes to a router, which is their modem. And then the router that they have is plugged into that.
01:00
Speaker 2
When you mentioned you need them to be sorted out, can you explain more about that one?
01:00
Speaker 1
Mesh that I just gave you. And, and I want to make that all one network and make sure that all three nodes are working properly and all that stuff. because I'm having trouble, uh, getting wi-fi strength throughout the house. And with three nodes, it should work very well. Uh, yeah, I guess so. Um, I mean, I'm... Yes. So right now I believe, uh, the name on the system, you know, the modem router is called Bentley Wi-Fi. And the other one's called Bentley mesh. And I want them all to be the same and all work the same and
02:00
Speaker 2
yes this your modem router have its own Wi-Fi name and you want them to have the same name on the Lexus as well.
02:00
Speaker 1
I need help. I need help.
03:00
Speaker 2
All right. For that one, we highly advise you not to do it. the reason for is that why you don't need or you must not change the Wi-Fi name on your linksys to be the same one as your modem router? If your modem and your linksys has the same Wi-Fi name, your devices can no longer connect because your devices will be confused, which Wi-Fi should they connect to? Would it be the linksys or would it be the gateway or the modem or router that you have? and you will also be unable to connect to your linksys app as well. The only option for you to at least have one same Wi-Fi name is to consider disabling the router feature on the modem that they have provided you. So you can just use the Wi-Fi on the linksys instead.
03:00
Speaker 1
Okay. Um, is, does that, is that unit that I have, is that good? I mean, is that a high speed and all that stuff? I mean, should it work very well? [background sounds] Okay, so... [background sounds] Okay, so if I unplug the router that's supplied by my supplier, provider I should say and just plug this mesh system in, then I can just change the name of the mesh system to the same thing? What do you do with the old router? Like, what do you do?
04:00
Speaker 2
Yes, the WHW03 stat you have is capable of getting up to 1 gig speed. However, they're unfortunately no longer in warranty, which puts them that they're no longer eligible for further troubleshooting. However, all troubleshooting steps for the device is completely free and available on support.linksys.com, for further troubleshooting for an out of warranty product it entails a $15 cost.
04:00
Speaker 1
The the preferred name and then everything would be fine. Okay, so there's three nodes. Okay, is there an app for that? To to run these things to set that up. The Linksys app. Okay. All right. I'll try that. Now, if if I have two different networks, um, they don't then it won't be confused, is that correct? So if I plug in the Linksys to the provider's modem, uh to the provider's router,
05:00
Speaker 2
Yes, that is correct. A long as it doesn't have another router that's working in the same place with the same name, all of them will have the same result as long as they're paired together in one parent node. Is it a links app? Is. Yes.
05:00
Speaker 1
[KEEP_UNCERTAIN] but name the link is something different. that still doesn't get confused? yes, it does get confused or it doesn't? Okay, so the preferred method would be if if I the easiest thing to do is just plug in your link to my existing router, name the two diff name them two different things and that's the strongest I can get, correct? Okay. Okay. Thank you very much. Yeah, you too. bye bye.
06:00
Speaker 2
yes. no it doesn't. that's correct, since it relays the internet speed. all right. thank you so much for calling Linksys. Take care and have a great day.
06:00