V2 Rubric Detail — 12f74ca0-7fc3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:32
Duration
10m 30s
Contact
724-646-0738
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.2% (+11.2)

V2 Grader Summary

The agent owned the case, followed a logical troubleshooting path, and set clear next steps with a callback. However, the instruction to hold the reset button for 30 seconds was materially incorrect per KB (10–20 seconds for WHW03 V2), constituting a technical inaccuracy. Empathy was limited but not absent, and repetition of serial numbers was partially justified. No resolution was achieved during the call.

V1 Case Analysis

Customer unable to set WHW03V2 as parent node. Advised modem power-cycle (3 min) and node reset (~30 sec). Incorrect reset duration and no 5-press pairing method provided. Callback promised but not formalized.

Troubleshooting Steps
  • Collected model number (WHW03V2) and serial number (37B41033).
  • Confirmed ISP (Spectrum).
  • Advised power-cycle of modem for 3 minutes.
  • Advised reset of the node for ~30 seconds.
Key Observations
  • Agent instructed a 30-second reset, but KB specifies 10–20 seconds for WHW03V2 (universal_factory_reset.md).
  • No mention of the 5-press pairing method, which is required for WHW03 series nodes to join as parent (universal_mesh_node_management.md).
  • Callback was promised but not formalized with a ticket or scheduled time, risking loss of continuity.
  • Customer was using a landline that would disconnect during modem power-cycle, yet agent proceeded with remote callback plan without addressing this conflict.
  • Agent correctly identified model and ISP, and provided clear power-cycle instructions.
Positive Highlights
  • Accurately captured model number (WHW03V2) and serial number (37B41033) from customer.
  • Correctly identified ISP as Spectrum, which is critical for setup context.
  • Provided clear, step-by-step instructions for modem power-cycle.
  • Maintained polite and professional tone throughout the call.
  • Acknowledged customer’s prior long support attempt and showed willingness to assist.
Agent Errors / Gaps
  • Instructed incorrect factory reset duration (30 seconds instead of 10–20 seconds) for WHW03V2.
  • Failed to advise the 5-press pairing method required for WHW03V2 to function as parent node.
  • Did not verify customer’s ability to remain connected during troubleshooting (landline disconnects when modem is off).
  • No formal follow-up case or ticket created for promised callback, risking loss of continuity.
  • No confirmation of issue resolution or next steps beyond informal callback.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with troubleshooting step and callback promise; no resolution confirmed. Agent instructed power-cycle and reset but did not verify success or completion.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested modem power-cycle and node reset, but skipped key diagnostics (firmware check, LED state verification post-reset, WAN sync confirmation).
R3 Met Correct resolution path conf 95%
Agent selected appropriate path: reset node and modem followed by callback, aligning with standard mesh recovery for unresponsive WHW03 nodes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Identified symptom (LED cycling red/gray) and collected model/serial numbers, but did not probe WAN status, firmware version, or prior setup attempts.
T2 Met Appropriate tools / resources used conf 97%
No advanced tools were required; agent used KB-aligned guidance (modem power-cycle, node reset) without over-relying on unsupported methods.
T3 Not Met No misinformation conf 98%
Instructed customer to reset the WHW03 V2 node for 'at least 30 seconds' — exceeds documented 10–20 seconds per KB (universal_factory_reset.md), constituting material technical inaccuracy.
Communication
C1 Met Clear & professional language conf 95%
Agent framed interaction (collected account info, confirmed model), gave clear plan (modem off 3 min + reset), and managed transition to callback with time expectation.
C2 Met Confirmed understanding conf 94%
Used plain language, avoided jargon, confirmed Spectrum modem, and verified model/serial numbers clearly. Adapted to customer's context (landline usage).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership of the case, did not transfer, and personally scheduled a callback after reviewing prior contact history.
O2 Met Proactive follow-through conf 96%
Provided specific next steps (modem off 3 min, reset node 30 sec) and a concrete timeline (callback in 5 minutes).
O3 Met Closure confirmation conf 95%
Referenced prior call, asked for previous phone number and case details, and used history to continue troubleshooting (e.g., confirmed prior model WHW03 V2).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted at this stage of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained polite and solution-focused but did not explicitly acknowledge customer's frustration or two-hour prior effort (e.g., no empathy statements).
X2 Partially Met Tone & rapport conf 90%
Maintained a neutral, instructional tone; did not escalate warmth or urgency to match customer's stress, though instructions remained clear and actionable.
X3 Partially Met Overall experience conf 89%
Customer repeated serial numbers, but agent used them to verify devices — some repetition was necessary for accuracy and not purely avoidable friction.
Call Transcript22 turns · 22 lines
Speaker 1
Yes, I had cold in yesterday, regarding my Linus system. Um, and, uh, we were not able to get it to connect with my, um, modem for my internet at home. Now, she had me try a different, um, pod. So I went and got one of the child pods from upstairs and use that as a parent pod and it did not work. But I remembered, Today that two other pods I bought after the fact. [silence]
00:00
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. [silence] Thank you for calling Linksys. This is [ she] How can I help? [silence]
00:00
Speaker 1
So there's a newer of the five. I was just wondering if you could walk me through the process of using one of those child pods to make it the parent pod to see if we can get that working. Actually she did not give me a case number yesterday, but I was on the phone with, probably for, oh god, over two hours. Well, it might have been my cell phone because that's the number I originally called on. So let me give you that number. 330 502 2973 22973.
01:00
Speaker 2
Yes ma'am. I can walk you through with that one. Uh do you still know the case number that you used um that you had before? Okay. I see. How about the phone number that you used? Or did you use the same phone number that you're calling now? Sorry, 330-519-4343.
01:00
Speaker 1
Vicki Malone V L M C N at Yahoo.com v inch. Well, it just all depends. The cell phone will not work downstairs in the basement and that's where our modem is.
02:00
Speaker 2
Okay, thank you so much. Let me just pull that one up here. Okay. So, all right. Can you provide me. Um, the first name and last name and then the email that's on the account? Okay, thank you so much. And this is still the, um, this is the base number or the one that ends in 2973, your phone number.
02:00
Speaker 1
Um, now, the landline, the 0 7 3 8, is the best number for you to call me back on. However, if we start messing around with the router, then we're going to end up losing connection because I'm using a landline. So I'm, I'm just so, um, I, I would say that 7 to 4 6 4 6 0 7 3 8 would be the best number to call me back on if we get the, um, which you, um, there was a seven of the model, um, of, um, let's see if there's a model number on here.
03:00
Speaker 2
I'm sorry, that was the W H W 03, right? That's the Yeah, for the model.
03:00
Speaker 1
Is the setup password recovery key serial number, and it sounds like it, because I remember those initials from yesterday. 3734 is the last four digits. I see the model number now. It's this WHW03 V2. Yeah, and I had, actually, it's not a new one recently, but it's a newer than the other ones that we were trying yesterday.
04:00
Speaker 2
okay. okay. is that. the one that ends in 03737 serial number. the one tat you work on yesterday. okay. all right. thank you so much ma'am. and then you've mentioned earlier that you have purchased a new one.
04:00
Speaker 1
So I thought maybe if the black ones were bad, maybe the white ones will work. All right, let's see. Um, the serial number. Let's see. Yeah, let me, I have to get the magnifier glass out because I can't so small. Okay. Let's see. Serial number 20J20M.
05:00
Speaker 2
okay, do you have the serial number of the white one that you'd like to try? okay. all right, take your time.
05:00
Speaker 1
37B 41033 okay. Do you want a yes. The white one is, um, that's the model number you want, right?
06:00
Speaker 2
Okay. Thank you so much for me. Let me just pull that one up here. And your internet service provider is spectrum right? Okay. Okay, so this is also WHW03 but the white version, right? Yeah, that's the model number that's showing with the new serial number that you provided me.
06:00
Speaker 1
Wait, I gotta get on magnifier back up. Sorry. WHW03V2. I have a modem from spectrum. Yes. Uh, Yep, okay, I already did that. Then, I haven't really tried anything because I was trying to, um, see that particular one on my laptop for my Wi-Fi so we'd.
07:00
Speaker 2
That's fine. Okay. And then did you um, you have ma'am a plane modem from spectrum, right? Okay. Um, so what we'll have to do since you'd like to use this one, the one that ends in 41033 serial number. Um, we will connect this one to your modem. And then okay. And then what have you tried so far after you connect the WHW? to the modem?
07:00
Speaker 1
And I can't I all I see is the one we were working on yesterday. What are they um it's going from um a blinking red to a um like a grayish color back to the blinking red. No.
08:00
Speaker 2
the color LED light of this node okay? Have you already power-cycled your modem after you connect the new node? Okay. Yeah, because what we'll probably have to do, we have to turn off the modem for at least three minutes and then within that time, within that three minutes, you need to reset this new node for at least 30 seconds. Then we can proceed with this setup.
08:00
Speaker 1
Okay, so shut off the modem for three minutes. Within that three minutes, press the reset button on the child, the parent router for 30 seconds. Correct. And and then plug, then, then turn the modem back on. Yeah. We're gonna wait 3 minutes before you can.
09:00
Speaker 2
yes. Yes. Yes. So, turn the modem back on and then once the modem is online and stable, we'll begin with the setup. Um, will the call get I will get disconnected if we will turn off the modem because you're actually using landline? Okay. Um, I will give you ma'am five minutes. So, turn off, turn off the modem for three minutes, do the reset on the main, main Linux router. And then I will give you a call back um, after five.
09:00
Speaker 1
0738 yes okay thank you I appreciate it thanks bye
10:00
Speaker 2
minutes with the hint. Okay. All right. So, yeah, turn off the modem now and then we can talk soon. Okay. So we can continue with the troubleshooting. You're welcome. Okay. Okay.
10:00