V2 Rubric Detail — 163c2a3e-6e52-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:50
Duration
11m 19s
Contact
716-946-7253
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical1.56/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall17.3% (-26.7)

V2 Grader Summary

The agent failed to resolve the customer's access issue, skipped essential troubleshooting, and prematurely recommended replacement without full best-effort support. Despite handling a legacy device correctly in part, the lack of diagnostic rigor, ownership, and escalation for a known complex scenario resulted in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

WHW03 mesh system unable to log into local UI (error 2298). Agent suggested restart/reset but did not provide correct local access URL or full factory reset procedure. Issue unresolved.

Troubleshooting Steps
  • Verified device model (WHW03) and serial number
  • Advised checking Ethernet cable connection near reset button
  • Suggested restarting the node
  • Suggested performing another reset (without full procedure)
Key Observations
  • Agent correctly identified the WHW03 model and noted its legacy status (KB-compliant).
  • Agent acknowledged the Linksys app is discontinued (KB-compliant per universal_firmware_update.md).
  • Agent did not provide the correct local access URL (http://192.168.1.1 or http://myrouter.local) as required by adjacent_common_wifi_questions.md.
  • Agent did not guide through the full factory reset procedure (hold reset 10–20 seconds) per universal_factory_reset.md.
  • Agent did not suggest power-cycling modem/router, a standard first step for login issues.
  • Agent inferred hardware failure but did not verify warranty status or offer escalation (PROTOCOL miss).
Positive Highlights
  • Correctly identified the device model (WHW03) and serial number (transcript [02:00]).
  • Accurately informed the customer that the Linksys app is discontinued (KB-compliant).
  • Correctly inferred a likely hardware fault based on age and recurring error (transcript [08:00]).
Agent Errors / Gaps
  • Did not provide the correct local access URL (http://192.168.1.1 or http://myrouter.local) despite customer struggling to log in (transcript [07:00]).
  • Gave vague instruction about 'port near the reset button' without confirming WAN/LAN port (not KB-contradicted but unclear).
  • Failed to guide through the full factory reset procedure: press and hold reset button for 10–20 seconds until LED changes (per universal_factory_reset.md).
  • Did not suggest power-cycling modem and router together, a standard step for persistent login issues.
  • Did not verify warranty status despite having serial number and age evidence (PROTOCOL miss).
  • Did not offer escalation or case creation (HappyFox) despite hardware fault indication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve access issue or error code 2298; only suggested repeated resets and hardware replacement without fixing the problem.
R2 Not Met Diagnostic thoroughness conf 96%
No structured troubleshooting: skipped checking recovery key process, LED status, or browser compatibility; relied solely on 'restart' and 'reset' without diagnostic steps.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified device as legacy (WHW03, ~6 years old) and acknowledged out-of-warranty status; recommended upgrade as best path but failed to offer full best-effort troubleshooting (e.g., firmware check, manual config) before suggesting replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Did not identify root cause of error 2298; skipped key diagnostic questions about recovery steps, browser used, or node LED behavior; assumed hardware fault without evidence.
T2 Partially Met Appropriate tools / resources used conf 89%
Used serial lookup to determine device age and legacy status (appropriate), but did not attempt remote diagnostics, log review, or guide customer through local access troubleshooting steps that could have clarified the issue.
T3 Partially Met No misinformation conf 91%
Correctly stated Link This app discontinuation and device age; however, asserting 'hardware issue' definitively without verification exceeds available evidence and contradicts KB guidance for legacy devices which emphasizes configuration and access recovery first.
Communication
C1 Not Met Clear & professional language conf 95%
No clear agenda set; allowed multiple long silences; failed to control conversation flow or transition logically between topics; left customer to drive discussion.
C2 Partially Met Confirmed understanding conf 87%
Used simple terms but failed to confirm understanding of error 2298 or recovery process; did not adapt to customer’s frustration level or check comprehension after key statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership with 'it's up to you' and 'your freedom to choose'; did not take responsibility for resolving access issue or exploring all options within Linksys support scope.
O2 Not Met Proactive follow-through conf 94%
Provided no specific next steps, timeline, or follow-up; left customer with only vague advice to reset again or buy new hardware.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Issue involved persistent failure on legacy hardware with cloud deprecation and local access issues — a known complex scenario warranting escalation to L2 or firmware team; agent closed with no escalation despite unresolved technical barriers.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Offered one empathy statement ('I know how tire it is') but remained largely transactional; did not acknowledge customer dissatisfaction or repeated effort meaningfully.
X2 Partially Met Tone & rapport conf 86%
Maintained neutral tone but did not adjust pace or style to customer’s expressed frustration; missed opportunities to re-engage after silences or clarify emotional state.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and described same error multiple times; agent asked to retry resets already reported as ineffective, increasing effort unnecessarily.
Call Transcript19 turns · 20 lines
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 one now for out of warranty product please have your devices 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 say thanks for calling
00:00
Speaker 1
Hi there. So, uh, I have been struggling with my routers that I purchased, I forget when, but um, for a while now, and uh, I've tried just about everything, you know, resetting, uh, back to factory, things like that. Um, so I'm, I'm looking for support or maybe, I don't mind trying trying to get like a new, uh, system, an updated one. Uh, but, you know, I'm kind of dissatisfied, I guess, right now, so. Yep. Yeah.
01:00
Speaker 2
This is me, how can I help you? Hmm. Hmm. Hmm. I see. Um for me to uh gave you like suggestions or what you need to do because what I'm thinking you're calling for one of our legacy device. Let me just check that one first. And then you have the serial number. Serial number is on the sticker underneath.
01:00
Speaker 1
Okay. And, uh, like, I gotta, get out my flashlight and, you know, that, all that good stuff. I have it here though. Uh, okay. I'm ready whenever you are. 20J20, M33B, 36619. Yep. Uh, you know, it's weird 'cause, uh, you know, I, I feel like I kind of just got it, but it could be longer than, because time escapes you, you know? Um, uh, I, it's not a whole, I've not, I haven't had it for so long. What was that?
02:00
Speaker 2
Yeah, go ahead. [ silence ] okay. This is our WHW03, one of our legacy mesh systems. And you had this one for how many years? can you still remember? okay. Because for you to have this one activated, yeah, probably uh when you tried to set it up uh things
02:00
Speaker 1
Yeah. Yeah, I have internet connectivity. That's not really the problem. I mean, I do have internet connectivity. Uh, the issue is that one the the online portal, um, constantly crashes on me when I try to get into either restart it or do something like that. Um, my I have certain devices that constantly give me issues. Um, no matter what. And then, um, so the online portal, the issues and then, uh, the mesh. I mean, everything is generally okay. I mean, I do have network connectivity, but I don't.
03:00
Speaker 2
The connection is not I mean the connection is not properly I mean the correct port. Make sure it's the port near the reset button. That's where you need to plug the Ethernet cable, the uh which the other end is connected to the modem.
03:00
Speaker 1
Yeah. Yeah, which I I actually am trying that right now. Um, so I'm I'm working on that. But, the web, so you're saying the app no longer works? I, I used it about a month ago, but it it when did they discontinue the app?
04:00
Speaker 2
Okay. If you're referring to our link this app, that will no longer work by the way. It seems to be already removed the cloud access to this link this device you have. So link this app is no longer will no longer work for this. If you want to check settings or adjust it, you need to log in locally instead. Locally using the web user interface of your route. Yeah, it's no longer. Just last month when it was totally at first, there's only a few nodes that receive the updates, but I guess
04:00
Speaker 1
Yeah, yeah. [silence] Yeah, I've tried everything. I mean, I've done everything to try to solve. I mean, I've reset - I already reset them about a month ago and I'm having issues again. Um, so, and honestly now I can't even get into my into it locally, so it's giving me even more issues. I don't know. I put in the recovery key um on my computer, I'm trying to do that as I'm talking to you, because it won't let me into the local. So I put in the recovery key, which I double checked is correct. And then I try to set a password. And it just says error code 2298, which is we've encountered an unexpected error. So I, I won't, I can't even get in. What was that? Yeah, but the issue is I keep doing this. The issue is I keep doing this. Either gonna um, go to a different company, like, and get a different system, potentially with a different company or a linked
06:00
Speaker 2
Okay. Yeah, I'm familiar with that error message. You can restart your node again. If it's every same error appears, then you need to reset your links again for you to log in. Yeah. I know how tire it is to keep doing it every time. Uh, it's up to you. It will be all up to you.
07:00
Speaker 1
For a new system, I would be willing to give it another try with Linksys. But that's kind of where I'm at. What is your take on that? [silence] Yeah. [silence] No. [silence] I understand. Um so does Linksys have a loyalty pricing that that they'd be willing to keep me as a customer or are you going to lose me as a customer I guess the question.
08:00
Speaker 2
Yeah, seems you already reset and configure your system, but same issue keeps on happening. I can say as a technician that there's really hardware issue of your router already. I model upgrade will be best, and it's up to you if you will still purchase linksys or not. It's your freedom to choose whatever brand you'd like to use. OK. Yeah, we don't have any routers already from our end before we have this counts.
08:00
Speaker 1
[silence] Ok? Um, what, how old is my device according to Linux Systemics?
09:00
Speaker 2
But right now we don't have any more since our device are all on our resellers. So it's up to them um about the pricing of our device and the discount. We don't have any hold of it anymore. Hm, let me just check based on the serial number you provided. One second. Usually this one was I mean this was manufactured year 2018, 19. And yours, one second. Probably you had it here. Uh when you register this product probably it's here. Uh yeah, it's under support.
09:00
Speaker 1
okay that's not yeah that's me all right all right so it is older than I thought I'm sorry I it is yeah I tried to restart it cuz you um you mentioned that to try that so um yeah an accident yeah yeah yeah yeah yeah so five years roughly maybe even six years old all right fine yeah I guess
10:00
Speaker 2
And S. Uhm. And it shows you're offline. Okay. Yeah. It shows your N are N, it's offline. Yeah. And X as it again. If every same error, then reset will be again solution. All right. So yeah. Uh huh. And unfortunately, uh huh. It looks almost six years is coming August for your products, um, years of.
10:00
Speaker 1
guess that's older than I thought? Oh, okay. All right. Thank you. Mm-hmm. Mm-hmm. Yeah. Bye-bye. [silence]
11:00
Speaker 2
Okay. All right. Thank you again for calling. Bye bye Bye bye.
11:00