V2 Rubric Detail — 1c8c366c-73e4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:58
Duration
11m 33s
Contact
Margarita Cardenas
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135192
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall58.0% (+2.0)

V2 Grader Summary

The agent provided technically accurate reset instructions for the WHW01 model, but failed to perform a complete diagnostic flow (T1/T2) and prematurely assumed the device was out-of-warranty (R3). The issue remained unresolved as the agent pivoted to paid support or self-help instead of completing L1 troubleshooting.

V1 Case Analysis

Customer reported a WHW01 mesh node with solid red LED not reconnecting. Agent confirmed device was out of warranty, offered $15 paid support, and upon decline, advised moving the node closer and performing a 10-second reset. Promised email with video tutorial. No diagnostics or model-specific pairing steps (5-press) were provided.

Troubleshooting Steps
  • Collected serial number (5596330337) and confirmed model WHW01.
  • Identified device as out of warranty and offered paid support ($15).
  • Provided self-help steps: move extender closer, plug directly into outlet, and reset for 10 seconds.
  • Promised follow-up email with video tutorial and referenced support.linksys.com.
Key Observations
  • Agent correctly identified the model as WHW01 at [05:00], which belongs to the Velop family requiring the 5-press pairing method.
  • Agent failed to perform any standard diagnostics (modem test, power cycle, WAN check) before offering paid support.
  • The 10-second reset instruction is incomplete—KB specifies 10–20 seconds until LED changes (universal_factory_reset.md).
  • No mention of the 5-press method, which is required for WHW01 node pairing (universal_mesh_node_management.md).
  • Agent did not verify whether the parent node firmware was up to date, a prerequisite for successful pairing.
  • Communication was empathetic and polite, especially in acknowledging customer’s financial situation.
Positive Highlights
  • Agent was empathetic and professional, especially in handling the customer’s financial concern at [09:00].
  • Correctly identified the model number WHW01 and serial number, enabling accurate device identification.
  • Offered a self-help path with clear next steps after paid support was declined.
  • Promised to send a video tutorial and referenced the official support site, providing additional resources.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (modem check, power cycle, WAN status verification) before offering paid support.
  • Provided incomplete reset instructions: KB requires 10–20 seconds until LED changes, not just 10 seconds (universal_factory_reset.md).
  • Omitted critical pairing steps: for WHW01, the 5-press method on the parent node must be used after factory reset (universal_mesh_node_management.md).
  • Did not verify firmware status or recommend auto-update, a standard prerequisite for mesh node pairing.
  • Did not confirm whether the customer could access the web interface or had correct credentials, creating a potential blocker.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still has a solid red light on the child node; agent offered only a video guide or paid support without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent identified the red light and instructed to move the node closer and perform a 10-second reset — a relevant step — but skipped full troubleshooting like power-cycling the parent node or checking web interface status.
R3 Not Met Correct resolution path conf 97%
Agent assumed device was out-of-warranty without asking purchase date or checking serial number against warranty database, immediately pivoting to paid support instead of attempting standard L1 steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent confirmed the symptom (solid red on child node) and collected model/serial, but did not ask if the parent node was solid blue, whether a reboot was attempted, or if the web UI was accessible — missing key diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as remote diagnostics or guiding the customer to log in to http://myrouter.local to verify node status, which is a standard step for mesh node management.
T3 Met No misinformation conf 98%
Instructions to move the node within 2–3 feet, plug directly into wall outlet, and hold reset for 10 seconds are technically accurate per universal_factory_reset.md for WHW01.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced themselves and gathered info, but failed to set clear expectations about the call flow; transition to paid support felt abrupt, not structured.
C2 Met Confirmed understanding conf 94%
Agent used simple language, repeated steps clearly, and avoided technical jargon, adapting well to a non-technical customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed with the customer, did not transfer, offered self-help resources, and committed to sending an email guide — demonstrating ownership despite warranty status.
O2 Partially Met Proactive follow-through conf 92%
Agent provided next steps (move, reset, wait for email), but did not specify when the email would arrive or offer a callback window if the customer called back.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first support contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation occurred, and the situation did not meet any trigger in universal_escalation_guide.md (e.g., solid red after reset + troubleshooting).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent was polite and reassuring ('you can do it'), but never explicitly acknowledged the customer’s emotional state ('I understand this is frustrating') despite clear signs of stress and financial concern.
X2 Met Tone & rapport conf 92%
Agent matched the customer’s warm, conversational tone, used affirming language ('you're welcome', 'you can do it'), and maintained engagement throughout.
X3 Met Overall experience conf 94%
Agent avoided re-asking information, gave concise steps, and promised an email guide — minimizing customer effort despite the unresolved issue.
Call Transcript21 turns · 21 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's serial number ready. For assistance, press one 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. Hi, thank you for calling LinkSys. This is Regina, I'm going to help you today. Mhm. Thank you for that.
00:00
Speaker 1
I'm sorry. Thank you. Sweet. No, thank you guys. Um, so, okay. So, for the first time in like, I don't know, maybe two years, Um, I, I can't get my Linksys to connect. So, the, the one next to, the one that's connecting to my modem, my, my, my modem, I'm sorry, my modem is green. It has a green light, but the one that is connected to like the, the other house where I want it to throw the Wi-Fi, like the extender, Um, that one has a red light, and I can't for the life of me get it to reconnect. Can you maybe help me? Yes, I've never called before. This is, this is, it's never happened before.
01:00
Speaker 2
I just want to say thank you. Mm-hmm. Mm-hmm. Yeah, sure. But is this your first time calling us for support?
01:00
Speaker 1
it's happened, it's always been perfect, it's always worked incredible, it's never had a problem ever. This is the first time. I'm so sorry. I am, yes, from California. yes. Margarita Cardenas. Yes, so my yeah, my first name is M-A-R-G-A-R-I-T-A, and then my last name is C-A-R-D-E-N-N-A-S. I'm sorry. Girl, I'm sorry. I'm telling my name wrong. C-A-R-D-E-N-A-S. I'm sorry. My last name wrong. Oh my gosh.
02:00
Speaker 2
I see. That's okay. And are you calling from United States? May I know your first name and last name ma'am? Can you spell it for me? Your first name?
02:00
Speaker 1
Yes. And then a f yes and then the last letter is an s for Sam for Dana. Yes correct. It is a five five nine six three three zero three three seven. It's my and so it's a lower case I like I phone and then my first name my last name at outlook.com. Hmm.
03:00
Speaker 2
Sure, it's C-A-R-D-E for Ele-phoneen, for November. Cardenas. Cardena. Cardenas. Is this your callback number? A-N-D. It's for your email. Okay, so let me just spell it for you real quick, so it's I for India, and then M-A-R-G-A-R-I-T-A.
03:00
Speaker 1
correct.
04:00
Speaker 2
then your last name Cadenas at outlook.com And how many Linksys devices do you have in total? uh, okay, so Linksys devices One is the parent node, which is connected directly to the modem, that is solid green, which means it's working. How about the other node is solid red. Can you please provide us the serial number of that node? [silence]
04:00
Speaker 1
31668. Correct. Wage. Oh, yes it is. W-A-01. Correct model number. My internet service for a local Wi-Fi, they're the company is called Calnova C-A-L for Nancy, E-N for Nancy, E-V-A. And they are, yes, C for Charlie, C, and then A for Apple.
05:00
Speaker 2
I get to five f for frank, one zero six, zero six, nine three, one six six, eight. Okay, so the model number for your Linksys router, Margarita, is W double H O O one. And who is your internet service provider. So see for Charlie.
05:00
Speaker 1
L for Larry. and and then it's a capital N. I just I don't know if you if it matters to you, but it's a C-A-L so Cal and then it's one word, but then N for Nancy is capitalized, E for elephant, E for Victor A for Apple again. Calniva. And their internet antenna is provided by AT&T and I know this because sometimes when our when our WI-Fi goes down and we call, they tell us that the there's an AT&T problem, like AT&T fiber wire something optics. AT&T has a problem, so then we have a problem. Yes.
06:00
Speaker 2
Mm-hm. I see. Now, before we proceed, Margarita, I would like also to set expectation regarding of.
06:00
Speaker 1
Oh I think it's like way out. No, you're fine. I know it's old. Oh shit. Oh, holy cow.
07:00
Speaker 2
Okay. So I know that you've been purchased this one, yeah, a couple years ago. And. Yeah. I really apologize that we are no longer offer live support for out of warranty devices. However, we have paid support. Yeah, however, we have paid support. So I can still assist you setting up your child node like I guess it needs to be reset and reconfigure but then you need to pay $15 $15. And it's good for 60 minutes of troubleshooting. But if you doesn't want to proceed with a paid support, don't worry for that. We have our Wi-Fi e fixed it service guide that has a quick and easy solutions for common out of warranty issues that many customers find helpful. So it
07:00
Speaker 1
Oh, like a YouTube video? Oh, okay. Cool. Um, I think I'll try to do that. Yeah. Okay. Oh my gosh. Oh my gosh. Thank you so much. I really appreciate that. Thank you so much. I just don't be wrong. I know, I know $15 is not that much. I, I fully understand.
08:00
Speaker 2
involved on how to properly reset a router and how to set up the child nodes. Yes. It's a video, sorry, it's a video tutorial. So all you need to do, all you need to do is to move the extender three to five feet away or two. Two to three feet away from the parent node or the main router. And then after that, just follow the instructions that I will be going to send after this call on how to reset your lynx's child node and how to set up again. Okay. You're welcome.
08:00
Speaker 1
I just, I'm a single mom, I can't, like, I don't get paid till next week. My, I'm just like, oh no, I just wasn't really expecting to spend an extra $15 today. Um, and, you know, just kind of need the Wi-Fi. Um, but I am happy to try to do it myself and if it doesn't work, then I will buy the bullet and I will pay the $15 because I do need to get it fixed. Um, so, um, I, uh, I, I will, I, if anything, I will be contacting you guys back again. Awesome. Thank you so, so much for all the information. I really appreciate your help. Yeah. Yeah.
09:00
Speaker 2
Hey. Yeah, just the same, the same hotline number. Okay, you're welcome. And let me just give you a hint. So first, all you need to do is to relocate or to move the extender closer to the parent node, two or three feet apart. And if you have an option, make sure to plug that directly to a power outlet. [silence]
09:00
Speaker 1
Yes. Okay. Oh my gosh, thank you so much. I really appreciate all the help. Thank you. It's good. Oh man, I am not good at any of this technology stuff, but I'm gonna try. You're the best. That's so cool. Thank you so much. Again. I'm like I love talks. This is the first time that is giving me a problem. And I'm like no, what are you doing? [silence]
10:00
Speaker 2
don't want to a power strip to avoid any issues. And then press and hold the reset button for 10 seconds. So the email that I sent, there's an option and how to properly perform a reset and how to set up your linksys mesh Wi-Fi router tiles. So it's indicated here. Okay, you're welcome. And yes, I know that you can do it, okay? So just don't hesitate to call us back if you need any further assistance. We have also support.linksys.com, our support site. We have also a linksys AI agent anytime for additional troubleshooting support. And, right?
10:00