V2 Rubric Detail — 148e6f24-5f7c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:43
Duration
37m 58s
Contact
James O'Neil
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). 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
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication0.00/5
Ownership3.21/5
EscalationN/A
Customer Exp0.00/5
Overall33.6% (-2.4)

V2 Grader Summary

The agent demonstrated awareness of warranty status and case history but failed to resolve the issue due to inadequate troubleshooting, particularly the omission of router admin interface checks. Communication was poor, with no empathy shown and high customer effort required. Despite correct path selection for OOW device, the lack of tool use and call control resulted in an ownership gap.

V1 Case Analysis

WHW03 solid red LED, no internet after firmware update; agent incorrectly recommended 5-press method and offered paid support; no resolution achieved.

Troubleshooting Steps
  • Confirmed LED status (solid red).
  • Asked about modem connectivity and suggested direct connection test.
  • Customer verified internet via direct modem connection using server.
  • Agent suggested 5-press method (incorrect for model) and power cycling.
Key Observations
  • Agent recommended the 5-press pairing method at [29:00], which is not applicable to WHW03 (Velop Intelligent Mesh); only valid for Cognitive Mesh (LN/MX6200/MBE7000).
  • Agent failed to correct or clarify reset duration—WHW03 requires 10–15 seconds, but agent said '20 to 30 seconds' at [33:00], contradicting KB.
  • Customer had to initiate key troubleshooting steps (e.g., testing modem directly), indicating poor call control.
  • No verification of router UI access via myrouter.local or 192.168.1.1 was attempted.
Positive Highlights
  • Agent confirmed modem model (Spectrum) and asked about LED color on parent node at [03:00], showing initial diagnostic intent.
  • Agent correctly identified the need to test internet directly from modem and guided customer to attempt it at [05:00].
  • Agent acknowledged customer’s prior support contact and referenced LTS number (000-741-79) at [02:00], indicating case continuity.
Agent Errors / Gaps
  • Recommended 5-press pairing method for WHW03 at [29:00], which is not supported on Intelligent Mesh devices.
  • Stated incorrect reset duration of 20–30 seconds at [33:00]; WHW03 requires 10–15 seconds for factory reset.
  • Failed to collect serial number or perform warranty lookup despite discussing paid support.
  • Did not guide customer to correct web UI access (myrouter.local or 192.168.1.1) for configuration.
  • Allowed long unexplained silences (e.g., [14:00–16:00], [25:00–26:00]) without maintaining call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with 'no internet' issue unresolved; agent did not restore WAN connectivity or confirm resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about LED status and suggested direct modem test, but failed to verify results or guide through router admin checks like WAN/DHCP settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified WHW03 as out-of-warranty and offered paid support while still attempting troubleshooting steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified red LED and no internet, asked about modem test, but did not probe WAN status, IP assignment, or prior configuration changes.
T2 Not Met Appropriate tools / resources used conf 92%
Agent did not use or guide customer to access router admin interface (192.168.1.1) which is essential for diagnosing WAN issues on WHW03.
T3 Partially Met No misinformation conf 85%
Correctly noted firmware issue and reset need, but referred to 'pink or purple' light when WHW03 uses solid purple for setup — minor inaccuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no clear structure, agent failed to control flow; customer repeated info and initiated transitions.
C2 Not Met Confirmed understanding conf 93%
Used vague terms like 'method one' without explanation; no confirmation of understanding or adaptation to customer's technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Stayed on call and referenced prior case, but deferred resolution to paid support without exhausting self-service troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Provided next steps (method one, power cycle), but no timeline or proactive follow-up commitment; customer told to call back.
O3 Met Closure confirmation conf 98%
Referenced LTS number, prior call, customer name, and device model — used case history effectively.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within scope for L1 with proper tool use.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer frustration over being sent non-working instructions; responded with neutral 'okay' only.
X2 Not Met Tone & rapport conf 94%
Monotone delivery, no adjustment to customer’s confusion; customer had to repeat steps and clarify intent multiple times.
X3 Not Met Overall experience conf 97%
Customer repeated LTS number, LED colors, and connection setup; agent increased effort by not guiding UI access or interpreting results.
Call Transcript56 turns · 62 lines
Speaker 1
Hi, I got some uh information on reconfiguring my router. And so I did everything it asked to do. except it says no internet. So what I did was, I hit the reset
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 r e g dot Linksys dot com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products paid support may be available 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. Thank you for calling Linksys. This is going to how may I help you? Mhm.
00:00
Speaker 1
button and everything. And then it's telling me so I can go to connect to the internet. With the name of it, it's evolved. And it says, action needed. It says, action needed, no internet. Now I've unplugged it and plugged it in and booted it a few times. First but for whatever reason, the router apparently doesn't want to hook to the modem or it doesn't want to sync up or something's going on. That is correct. I've had it for years and years. No, what happened was I was told that. [silence]
01:00
Speaker 2
Mhm. Okay. Alright. So basically your main concern right now, sir, is you don't have internet connection using the Linksys router? Correct? And, you did already the troubleshooting and have you got Linksys before, sir. Okay, um, have you got the Linksys technical support recently?
01:00
Speaker 1
They did a firmware update of the routers and it caused an issue where links that stopped working. So I sent, I got some notes here. Um I don't know if you need this LTS number, if that makes any link, linkset. Okay, it's LTS 0 0 0 7 4 1 7 9. That is correct. That is correct. Mhm. That is correct.
02:00
Speaker 2
I Yeah, can I have that number? Yes. Uh-huh. Uh-huh. Okay. Again, it's LTS-000-741-9. Okay, let me just pull up that record. Okay. Alright. Um, you just called like, um, a few days ago, right? And it's under Mr. James O'Neill with phone number of 989-590-3382 with email address is J-A-O-N-E-I-L-Indonesian@yahoo.com.
02:00
Speaker 1
That's correct. Right, what's happening is I get, when I go to connect to the, um, it says, action needed, no internet. So, it's like the device doesn't communicate. It's not communicating with the internet. That is correct. What is the what? Oh, I believe, hold on, let me go.
03:00
Speaker 2
Okay. Okay. Your internet provider is some Spectrum, correct? All right. Um, what is the color of the inter- uh light on the parent node right now? The color of the LED, uh light. The light. Right now. It'd be a solid white.
03:00
Speaker 1
Look, I'm in the other room. It's probably red. That's the last I think I saw. Originally it was blue. Then it turned to purple. Then it turned to red. No. But yes, it is red. Solid red. How many nodes? I have two. One I have turned off right now. The one in the other room is turned off. That's the child node. Um, yeah, everything's - it is
04:00
Speaker 2
Uh-huh. Um, uh-huh. yes. Okay. So that means it's not really um getting um internet connection and how many um nodes do you have sir? Yes. Okay. So that means you're uh cable is all right. Hm. Yes. Alright and you've already um checked the uh or and verified the internet connectivity from the cable modem.
04:00
Speaker 1
is as, as it is as it normally is. Both lights are solid blue. and so I have an I have an, I have an ethernet connection running from the modem to the router that I'm trying to configure. Uh, I don't think I can do that because, well, I have two devices. I have a server that's connected to the modem and then I have just a link to the modem. So I, okay, so out of the modem comes one link to the modem and then I have another connection that goes to a, a, uh, a server. But that,
05:00
Speaker 2
But have you tried connecting a computer? Yes. Yes, but have you tried connecting just to verify? Have you tried connecting straight to the modem, like without the Linksys, to verify and validate the connectivity from the modem? Mm-hmm. And it works like that in the.
05:00
Speaker 1
I cannot do. I do not have an interface. Well, I do. I have, I can use that one if I need to, if you need to do it. What is the the address? What is the good address? I have all the numbers under my eye. So if you, if you want, I, I can send that to you. The bottom one or the one above where it says, I forgot the formula. Right, below the bottom one, or below the address, the one on the top, if you want, they say 1928 they must be under 1928 you know nine, I forgot the name, but I can do that.
06:00
Speaker 2
That's the old type of connection that you have. when the router it's still working right. [silence] Do you have a computer sir, that you can try on directly straight to the modem.
06:00
Speaker 1
So I can use my server. Is that what you want me to do? Yeah, because before I reconfigured it, no problem at all. Yeah, it's been up and running all day. But then when I did the procedures, now I have no Internet. Even though the modem looks normal, but there's no, it's as if the router can't do business with the modem. Right. So I was told there was some kind of a bug in the firmware. I did a firmware update and they said there's a bug and it affects a WHW03. And they said you will have to reset the.
07:00
Speaker 2
Okay, earlier when your server is connected to the modem, was there any internet on that server? When you called last time, the only thing that you're having problem is you're having problem accessing the router web UI, correct? Hmm.
07:00
Speaker 1
I said okay. So she sent me the information. So there's some kind of an issue when the firmware update that created an issue with the kind of router that I had. [silence] Okay.
08:00
Speaker 2
okay so um actually sure for this since you lost the internet connection and i think you already followed the uh the setup or the instructions provided to you by the uh link is in the description but still no good we can like um probably proceed with a manual troubleshooting and this router sir but you are already informed about the um the status of your router right that um this router that you have um the WHW03 is already out of warranty right and if the device is already out of warranty sir um complimentary phone support is not
08:00
Speaker 1
But now wait, wait, wait, hold on, wait. So, okay, so here's where we're at. I was told to do this procedure, right? This is supposed to be able to for me to reconfigure my router. I have all the information, and now what you're telling me is, even though I have sent these instructions, that I'm going to have to pay to get it done. Is that what we're talking about here? Okay. So I get -- my problem with that is that why was I sent these instructions when they weren't going to work, when I'm going to have an internet problem? Why wasn't I told this before I proceeded? [silence] No, I guess my issue is, why would
09:00
Speaker 2
Long ago available. Okay. Samu. Yes sir, in order for us to provide assistance, like walk you through, mhm, okay? So the previous technician, sir, wasn't uh did not inform you that this device is already out of warranty?
09:00
Speaker 1
So let me do this, I have another server that I can boot up and I will plug that server directly into the modem. Is that what you want? Is that what you want? Okay, let's let's do that. Let me do that first. Just hang on a second and that will tell us if we have a connection to the internet correct? Okay, so let me boot up this server. I turned it off. I'm booting it up. I'm going to wait till it's fully up and then I will plug in [silence]
10:00
Speaker 2
Okay. Because, actually, sir, the steps that you have that was sent by the previous technician is how to configure the settings on the router. Mmhmm. Mmhmm. Okay. Yes, sir, to validate the internet connection from the modem. Okay. Mmhmm. Yes, sir.
10:00
Speaker 1
Connection that's an Ethernet connection that goes from the server to the router, so I'm going to unplug that and plug it in directly into the modem. Is that what you want? Okay. And if we get an internet connection, where does that leave me? I understand that. but So can I do that then through if I get the server up in the servers plugged directly into the um what's it doing here? Okay. I've got to hold on to plug it in. Hang on a second. I'm going to unplug
11:00
Speaker 2
We need to like re-configure the settings of the router sir. Okay.
11:00
Speaker 1
[silence] I'm waiting for the server to connect and it's hung up, talking about Bluetooth.
14:00
Speaker 2
So when you were talking, it was like you were connecting us with your words.
14:00
Speaker 1
[silence] Oh, okay. I will wait for your benefits. I will call you back later then. Are you still there? see what's what Windows [silence] 11 or 12. I don't know, whatever, it's the current one. All right. Let me see if I can plug this into my little laptop and see what I can see, if I can see anything. Okay. I got an Ethernet connection. Let's see. Let's see what it says here. Connecting to no internet action at.
16:00
Speaker 2
Your laptop, is it Windows or is it Max? Is it 11 or 10?
19:00
Speaker 1
says connecting to internet says no internet access connecting to internet so i've got the ethernet plugged in connect shoot it should be i should turn it off shouldn't i okay it's now off so now should i try and connect right but how do i connect to it would it automatically [silence]
20:00
Speaker 2
No Internet. Okay. And the Wi-Fi is it off or on on your computer? Yes, sir, for the meantime. Yes. Check if you can, check if you can access the Internet, sir.
20:00
Speaker 1
Despite it can't be reached. Hold on. I'm looking at the Internet. No internet access. Unidentified network it says. Right. But it says unidentified Yes, that's what it says.
21:00
Speaker 2
Um, yes, sir. Let's open a browser check if you can access a website. Okay, so that means it's not online straight to your modem, right?
21:00
Speaker 1
Do I have to identify the network saying connected unmetered connection no? That's correct. Metered connection unidentified connection does matter should I identify the network or How do I connect in to the network? Is there a way to identify the network
22:00
Speaker 2
Um, your modem should like give um ip address to your computer if it is online. If it is like unidentified, that means it's either the computer is not recognizing the modem or the modem is not recognizing the computer. That could be the reason why when you reconfigure the router earlier, it just um stays in red lights because there's no internet from the modem. Um, right now your computer is connected from the modem using an Ethernet, right? And still no internet.
22:00
Speaker 1
And it says unidentified network, no internet. [silence] Do I have to identify the network? [silence] Okay. [silence] Let let me I'll do both. How does that sound? [silence] Okay, so I'm going to restart. [silence] First, I'm going to restart the modem, and then go ahead and reboot the PC. [silence] Okay, let's do that. [silence] Let me just shut this down. [silence] Shut down. [silence] All right. Let me recycle the modem. [silence]
23:00
Speaker 2
for this one sir um you may try to like restart your computer or it could be um how as I call your modem yes sir yes
23:00
Speaker 1
Oh, the my server finally came up. Do you want me to try that first? No. This server, yes, it would be. It was it's it would normally be attached to the router, but in this case, I could attach it directly after the modem comes up, I could attach it directly to the modem. So you want me to try that? All right. So you just want to do the computer. And if that doesn't work, then we'll try that. Um,
24:00
Speaker 2
and that server is also connected to the modem. let's just wait on the computer, sir. but originally, uh, sir, but originally the server is connected to the modem,
24:00
Speaker 1
Yeah, the server is connected to the router. That's correct. But, it does have an ethernet connection. I could plug directly into the modem. So, the modem is, the modem is still in the process of booting up. Let me, let me... when the modem, when the modem boots up, let me try and connect that. I will try and connect the server to it and see if it connects. Then if that doesn't, I'll just pull that connection, wait for then I'll boot the PC up and see if that connects.
25:00
Speaker 2
ter the the the router not the modem right yes I think this computer is [silence]
25:00
Speaker 1
Okay, good. I got a, all right. Okay. The server is fully up. So I'm going to unplug the one from the PC. And I'm going to plug in the one for the server. Oh boy. stuff in the way. [silence] All right. Now, let's see if I have an Internet. No. We're having trouble finding that site. Let's see. Try again. Oh, wait. Yes, I have an Internet. Hold on. Let me try it. Yes, I'm in. So I'm going through the server and I have Internet. No. It's straight. It's using dynamic IP straight through from the, um, right from the...
26:00
Speaker 2
is it a connected server to VPN or
27:00
Speaker 1
box to the modem it's connected. But it does not, it runs, it runs the native IP. I do have a VPN on my, on the, on the Windows machine. That's correct. No VPN straight through using the IP. Hold on, hold on. Let me go get, Hold on. Wait, wait. Go, don't go. Because I want to go get it. I'm not looking at it right now.
28:00
Speaker 2
is uh you can take advantage of the um ai tool that we have on our website and uh this is support.linksy.com right and our second option is uh you're already provided with um the email that was sent to you by the previous technician you can follow the first method after the reset you do the reset on the router and then just follow the first method the five press that you have um on your email that will um configure yes sir Mhm.
29:00
Speaker 1
All right. So, in other words, I've already done the first portion, right, I've done the, where it's, and then, so I've already completed that. But what you're saying is try Method one. So now, my question is this, so I have to disconnect the connection to my server, right? And then what I want to do is reconnect the connection from the modem to the router, correct? Before I start this Method one. Okay. All right, so.
30:00
Speaker 2
yes I have our option a one-time non refundable technical support that will last after 60 minutes of troubleshooting and there's no guarantee that will be able to fix the issue and that will cost you $15. And in any case, if the found out device is defective, there'll be no refunds or replacement. Okay. So, which options would you like to proceed? Yes sir. Things Mhm. Yes. Yes sir. Mhm. [silence]
31:00
Speaker 1
Then can I call back and get technician support or how do you want to do it? [silence] Alright, so, but to start though okay, so I go back and redo everything from from the beginning.
32:00
Speaker 2
Technical support if you're still having problems, give us a one-time technical support that $15 that we can walk you through step by step on how to configure this router. um but after you do the first method here you wait for like a couple of minutes and then if still the same, the internet light is red, try to do the power cycle on both router and modem. So you turn off the router first, followed by the modem. Okay? Then once you turn it back on, turn in the modem first. Once the modem is ready, that's the time that you're going to turn on the router.
32:00
Speaker 1
The first step on, right? okay. So I start right from the beginning. Locate the reset button of the node underneath, hold it for 20 to 30 seconds, etc, etc, etc. Then, after that, then I do method one. Correct. Okay. And what if it turns solid red? Does that mean it's unsuccessful then? Okay. No, no, no. What I mean is when I'm configuring the router, the first
33:00
Speaker 2
mm. Yes. Yes. Your, yes. Before you do the method one, make sure that the light on the router is like kind of into a pink or purple color, not red, not blue. So you do the power cycle first, like you do the turn off the router, then turn off the modem. You make sure that you properly reset the router, like you press and hold it, and you will know when you're pressing the reset button. So the light will flicker or bli blinking when you press the reset button. Mm-hmm.
33:00
Speaker 1
No, I tried method two. [silence] Okay. [silence] Okay, so let's say method one works. At that point, do I then go in and and configure, in other words, what does method one do for me? Will I then be able to connect to - cause I need to configure the router. [silence]
35:00
Speaker 2
but um, did you try the method one earlier, sir? You might try to do that one, sir. Okay, sometimes um, the um, the lead will not really um, um, just change the color because sometimes the purple light or the pink light kinda looks red, but you may try to do the, um, the method one. Um, Um, um, um, um, um, um, um, um, um, um, um, um, Um, um, um, um, um, yes. The method one, sir, um, that will like kinda automatically um, start up your router to communicate to the modem. Okay?
35:00
Speaker 1
Okay. Okay, but then what I need to do is, cuz I have port forwarding turned on and a lot of stuff for the server. Can I then go in through the 192.168.1.1 and configure that router? Okay. Okay. So, if it after Method if Method 1 works properly, then I should be able to connect to it through I should be able to connect using the IP address, right? Okay. So, where are we, what do you want me to do? Do you want me to go ahead and redo the whole thing, try Method 1 and then go from there? Okay. Okay. [silence]
36:00
Speaker 2
um [silence] m-hmm. yes yes m-hmm. yes sir um m. um yes sir try the method one first okay all right so just give us a call and sir if you um still need assistance and then you can just select again which option you would like to proceed with that out of warranty so again sir
36:00
Speaker 1
Okay. Okay. So, in the event that do I, when I call do I reference this LTS number? Okay. Okay. All right. Well, let me go ahead and get started and see what happens. Okay. Well, I'm going to just use the directions that I've given here and go from there. All right. Thank you for all your help. Bye now.
37:00
Speaker 2
If it's already out warrantee there's no complimentary technical support okay yes sir same thing yes okay sir right so you may also check our AI tool on our own website for support at linksys.com okay no problem okay so um thank you for calling link support this is Carla and have a great day you're welcome sir goodbye
37:00