V2 Rubric Detail — 19fdfbfe-7a3f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:04
Duration
13m 4s
Contact
Byron Mccrae
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136241
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-26.2)

V2 Grader Summary

The agent failed to resolve the dead parent and child nodes, provided only minimal and inaccurate troubleshooting (wrong reset timing, power strip advice), and did not offer escalation or RMA. Warranty status was never checked, communication was poor due to persistent 'LinkedIn' mishearing, and customer effort was increased by repeated information requests. No ownership was demonstrated, and the case ended with no resolution or next steps.

V1 Case Analysis

WHW01 parent and child nodes unresponsive with no LED activity. Reset attempts failed; device appears defective. No warranty check or escalation offered. Customer declined further assistance.

Troubleshooting Steps
  • Asked for LED status of parent and child nodes
  • Confirmed power outlet and suggested using power strip
  • Guided customer to press and hold reset button for 10 seconds (customer extended to 30 seconds)
  • Suggested covering LED with hand to check for faint blinking
Key Observations
  • Agent misidentified model number as 'W.H.001' instead of WHW01 - critical protocol failure
  • No warranty check or RMA/escalation offered despite clear hardware failure symptoms (no power, pink light during reset)
  • Incorrect reset procedure: WHW01 requires 10-second reset, agent instructed correctly but customer extended to 30 seconds without guidance
  • Pink light during reset indicates hardware failure per velop_child_node_setup.md LED reference
  • Agent suggested invalid diagnostic step (covering LED with hand) - not documented in KB
  • No operational closure or next steps provided despite unresolved hardware issue
  • Customer frustration not acknowledged; Angry Customer Protocol not followed
Positive Highlights
  • Attempted to guide reset procedure [10:00]
  • Confirmed parent node was connected directly to wall outlet [05:00]
Agent Errors / Gaps
  • Misidentified product model as 'W.H.001' instead of WHW01 [05:00] - fundamental protocol failure
  • Failed to offer warranty check, RMA, or escalation despite clear hardware failure [throughout call]
  • Incorrectly allowed customer to extend reset beyond 10 seconds without guidance [12:00]
  • Suggested invalid diagnostic step: covering LED with hand [11:00] - not documented or safe
  • Did not acknowledge customer frustration or follow Angry Customer Protocol [10:00-12:00]
  • Provided no clear next step or closure; call ended with unresolved hardware issue [12:00]
  • Failed to recognize pink light during reset as hardware failure indicator per KB [12:00]

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Parent and child nodes remain dead with no lights; no functionality restored, no RMA offered, and issue not resolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only instructed reset button press; no modem, WAN, firmware, or connectivity checks performed despite clear need.
R3 Not Met Correct resolution path conf 95%
Warranty status never determined; agent defaulted to reset without assessing condition or selecting appropriate path (e.g., RMA for hardware fault).
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no lights) and asked for model/serial, but omitted key diagnostics (ISP status, modem behavior, power stability) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of local web UI (192.168.1.1), speed test, or remote diagnostics despite need to verify hardware responsiveness and WAN connectivity.
T3 Not Met No misinformation conf 95%
Agent suggested using a power strip (contradicts KB wall outlet advice) and gave incorrect reset duration (20-30s vs. KB 10-20s for WHW01).
Communication
C1 Not Met Clear & professional language conf 90%
Agent provided disjointed guidance, never set clear expectations, and lost control of the conversation (e.g., repeated 'LinkedIn' confusion, abrupt transitions).
C2 Not Met Confirmed understanding conf 90%
Agent repeatedly misheard 'Linksys' as 'LinkedIn', used jargon, and did not adapt language or confirm understanding despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent asked for personal data unnecessarily, failed to take ownership of hardware failure, and ended call without solution or follow-up.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timeline, or follow-up commitment given; customer left without actionable plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Hardware showed failure signs (no lights, pink flash then off), yet agent did not escalate to Tier 2 or initiate warranty/RMA despite clear trigger.
E2 Not Met Escalation prep & handoff conf 90%
No escalation executed; customer never informed of escalation path despite hardware failure indicators.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered perfunctory apology ('I don't really apologize sir') and showed little empathy for frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace; continued with unclear instructions despite customer anxiety and confusion about losing setup.
X3 Not Met Overall experience conf 95%
Customer repeated serial/model info multiple times due to agent mishearing; unnecessary steps (e.g., video tutorial offer) increased effort without solving core issue.
Call Transcript24 turns · 25 lines
Speaker 1
[KEEP_UNCERTAIN] I'm, I'm trying to set up a child node, but I'm having difficulty. You know, I moved into a new home, and so I have a new kind of wireless system, but the, um, the node itself keeps blinking and I haven't been able to connect to it yet.
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. While waiting, you may also visit Support.Linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Reggie and I'm going to help you today. It was working fine before or is it a newly bought? Okay, so I totally understand that, but is this your first time calling us for support?
00:00
Speaker 1
um no I needed the call support several years ago when I set it up initially yes uh well yes my first name is spelled B-R-O-N my last name is spelled M-C-C-R-A-E yes 980-989-4018 uh why do you need that
01:00
Speaker 2
Words, sir. And you're calling from the United States? May I know your first and last name, sir? MCC Robert, that's M C C R Robert, A4Alpha, A4Alpha, repeats Edward. Okay. And your callback number? How about your email? For [silence]
01:00
Speaker 1
I'd rather not. I have three, but I'm only going to use two. Well, I've set one up, but I can't set the second one up. Yeah. That's why I need the signal booster. So, can you hear me now? I have three, but I'm I have three, but I'm only using two. It's
02:00
Speaker 2
update so that we can send you some notification from Linksys's app. And how many Linksys devices do you have in total, sir? So you're currently using two. Okay. I don't really apologize sir for the inconvenience. Uh, but I cannot hear your voice clearly in my end because it's keep tapping in and out. Uh, okay. So how many Linksys devices do you have, sir? In total? Okay. So let's just say two. What is the light indicator of the parent node? solid blue solid red okay the parent node sure is the main router connected directly to the modem who is your internet service provider what is the light indicator of of the parent node solid red So both the parent node and the child node are solid red. Can you please provide a serial number of the parent node?
02:00
Speaker 1
let appear in its dead oh man okay the parent node was working. But now it's not. Its serial number is two, five, F one. This is M, three five A zero, 4998 No, no, no, no. It's zero, four, 998.
04:00
Speaker 2
So that is 254 Frank, 1 0 & 4 Michael, 3 5 & 8 Alpha 0498.
04:00
Speaker 1
W. H. W zero one. Yes. Yes, but, I don't know what that means. It's connected to the modem, but the light went off. Well, it switched on, but the light went off. It's plugged in. It's plugged in directly to the wall outlet.
05:00
Speaker 2
Okay, so the model number is W.H.001, am I right? Is the parent node connected directly to the modem, sir? Using an ethernet cable. Can I check if this is turned on? Is it plugged in directly to the wall outlet, not to a power strip? Can I toggle the switch on and off? [silence]
05:00
Speaker 1
It's not doing anything, no.
06:00
Speaker 2
I pushed the button or clicked the button to turn it on.
06:00
Speaker 1
Yeah, but it's downstairs, I'm not so it's. So the other one was, okay, yeah. All right. I don't I don't I really don't understand. So I have to bring any other router, I have to bring any other device upstairs? Yeah, there's only one outlet, so I don't know how that's going to work. So that..
07:00
Speaker 2
Do you have other devices there? [silence] Yeah, because for the setup process, it's all the nodes closer to the main router, but make sure the main router is turned on because it's possibly defective if it won't, if the lights closer to the parent node, about two or three feet apart from each other and make sure it's plugged directly to the wall outlet.
07:00
Speaker 1
[silence] I don't have another output up there. Yeah, there's no other I don't know that I have another option at this point. Like, I don't, so at this point they're kind of like maybe three feet apart, but they're both they both look dead. Like they're both neither one of them are lit. They're they're done. They're dead. They're they're not they're not giving any light at all.
08:00
Speaker 2
Well, you can use a power strip for the meantime if you don’t have enough outlets because you cannot set up the other nodes if it is too far. It will not work. You can try.
08:00
Speaker 1
Okay, so the parent note, the parent note is on. It's still not on, yet. oh, the parent note is now, it was on, and then it just kind of now it's not on. It's not blinking. Like, it came on red, and then it just went away. Yeah, that's what it looks like. Okay. Okay. Yeah, but I literally just got it connected, just like, it shows as connected, that's the frustrating part. Like,
09:00
Speaker 2
to turn it on and turn it up? How about the other node? It might be blinking because it's a weird thing. It's possibly defective or this device is having issue, but can we try to press and hold the reset button of the parent device and describe the light indicator? That's why we're going to set up this.
09:00
Speaker 1
Yeah, but like my, my, my hesitation is that I, it took me an hour to finally get it connected so I don't wanna try to set it again. [silence] I did. There's no like, there's no like, there's no like, there's no like. It's giving me no light at all.
10:00
Speaker 2
K kindly reset the parent node and describe the light behavior I will let you know when to. Okay, it's solid red. Blinking red, which means it doesn't have internet connection. We really need to set up this one again for proper isolation, sir. Because it seems like your device is it might have an issue and we're trying to figure it out. Okay. Yeah. Please. kindly press and hold the reset button of the parent node. Then describe the light. Make sure the light Blinking red, goes off, then on,
10:00
Speaker 1
But the other, the child node is now giving a light, even though I didn't touch it. The child node is now blinking even though I didn't do anything to it. The parent node is still dead. It's not - it's dead. It's not - the parent node is not doing anything.
11:00
Speaker 2
how about the par notes i can cover it with your hand it might be blinking it might be to fade cover the lights [silence]
11:00
Speaker 1
Yeah, press the reset button for 10 seconds. Okay. . the instructions say 10 seconds just to be clear, but that's cool. I'll do it for 30 seconds. [silence] Yeah, it's defective. It turned pink and then it turned immediately off. So I don't want to waste your time anymore. These aren't going to work. It's fine. [silence] No, I'm not going to look at a video. I I'm I'm okay. Thank you.
12:00
Speaker 2
And did you already let go, release the reset button? Not just for 10 seconds or. That's why you need to describe the light indicator. Let's just say 20 to 30 seconds to really observe the light indicator. But of course, I can probably send you a video tutorial for. Okay.
12:00