V2 Rubric Detail — 1e76683e-66c5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 01:13
Duration
21m 52s
Contact
Erebooni Konaraki
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133335
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_ Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall31.1% (-22.9)

V2 Grader Summary

The agent made partial progress by identifying the device and noting the need for web-based setup, but failed to deliver actionable troubleshooting, gave slightly inaccurate information about app support, and relinquished ownership by deferring resolution to a future call. While not evasive per se, the lack of concrete next steps and tool use resulted in an unresolved outcome without sufficient customer enablement.

V1 Case Analysis

Customer unable to set up WHW03 V2 mesh node; agent confirmed app incompatibility and advised using web UI (http://192.168.1.1 or http://myrouter.local). No resolution achieved; device is out of warranty.

Troubleshooting Steps
  • Collected model number (WHW03 V2) and serial number (20J20M33B37981)
  • Confirmed ISP (Spectrum) and existing router setup
  • Explained that the WHW03 V2 is not supported by the Linksys app for initial setup and must be configured via the web interface (http://192.168.1.1 or http://myrouter.local)
  • Informed customer of out-of-warranty status and available paid-support options
Key Observations
  • Agent correctly identified the product model and app incompatibility for WHW03 V2.
  • Agent did not verify the node’s LED status or power state before proceeding.
  • No step-by-step web-UI setup guidance was provided despite directing the customer to use it.
  • Call ended without a functional solution; warranty status was out of warranty and no callback was scheduled.
  • Agent captured the serial number correctly after initial confusion.
Positive Highlights
  • Accurately identified the product model and communicated the correct limitation of the Linksys app for WHW03 V2.
  • Successfully captured the serial number after initial confusion.
  • Clearly communicated the out-of-warranty status and available paid-support options.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not follow the standard troubleshooting flow (no power-cycle, LED check, or detailed web-UI walkthrough).
  • Failed to provide actionable setup steps after confirming app incompatibility.
  • Did not set a concrete next-step or schedule a follow-up, leaving the issue unresolved.
  • Did not confirm whether the customer understood how to access the web UI or what to do after logging in.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer ended the call without resolution, stating they would call back later. No setup was completed or confirmed.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent identified the device model (WHW03 V2), confirmed it was a mesh router, and informed the customer about the need for web-based setup instead of the app — but did not proceed with actual troubleshooting steps.
R3 Partially Met Correct resolution path conf 93%
Agent acknowledged the device is out of warranty but still offered future support options; however, failed to provide immediate best-effort troubleshooting despite the customer’s clear need and confusion.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent asked for model number, serial number, ISP, and attempted to clarify whether this was a first-time setup — showing some diagnostic intent, though root cause was not determined.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used (e.g., guiding to http://192.168.1.1, checking firmware, or explaining LED states) despite the clear need for setup guidance.
T3 Partially Met No misinformation conf 88%
Agent correctly stated that the WHW03 V2 must be set up via web interface (http://192.168.1.1), but inaccurately claimed the app is 'no longer supported' — while the app sunset occurred, web setup remains fully supported and functional for Intelligent Mesh models.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened the call professionally and attempted to gather information, but allowed the interaction to drift and ended without guiding toward resolution.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms and repeated back model/serial numbers, adapting slightly to customer’s non-technical level, but failed to confirm understanding of key concepts like parent/child node setup.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — instead of offering to continue assistance now or schedule a callback, simply told the customer to call back later with no commitment.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were given — the only forward action was initiated by the customer (‘I will call you back’), not the agent.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite and professional throughout, but offered no empathetic acknowledgment of frustration or time sensitivity (e.g., watching World Cup).
X2 Partially Met Tone & rapport conf 88%
Agent maintained a calm tone and pace, but did not adjust communication depth to the customer’s confusion about mesh setup basics.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by not providing actionable steps during the call, forcing a repeat contact for the same issue.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Lenksis 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.lincsis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending. 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. [silence]
00:00
Speaker 1
This message has been transcribed. One moment. Hello? Hi. So I have this what is it called mash system. My brother-in-law gave it to us. I'm trying to connect it to the Wi-Fi, but it doesn't work. It says call us. No. Yeah. Well, it has only one adapter to plug it in and connect it to the device itself.
13:00
Speaker 2
Thank you for calling, Linux. This is, Corale. How may I help you? Thank you for calling. <start_of_audio> So, hi, this is Corale from Linux, ma'am. How may I help you? Yes, Yes, me. Okay. Okay. So, you're trying to connect a wireless device, but it won't connect, right? Okay. Um, did you input the correct password ma'am, uh, when it asked for the Wi-Fi password?
13:00
Speaker 1
and then when I follow the instructions, it says, go to your phone settings, choose your Wi-Fi, come back here, and then it, it says, we cannot find your Wi-Fi. And then I create an account using my email address and password. I log it in. It says, choose your Wi-Fi, but when I choose, it says, we cannot detect it. yes, the model number is WHW03 V2 20 J 20 M 33 B 37 981. [silence]
14:00
Speaker 2
Okay. So, all right. So, before we continue, ma'am, let me just create a record for this calls. Can I have the model number and serial number of your language device? Again, WHW03 version 2. And, how about the serial number? 202 yes.
14:00
Speaker 1
yes 8183849697 are have a boo na BA nächsten RAck I Rack I It's E as Edward, R as Rainbow, E as Edward. [silence] Ara Araki. N a Aaraki. Yes. K. Edge underscore Erebone, my first name at Yahoo. Yes. Spectrum. So,
15:00
Speaker 2
How about spell it again? Ma'am K-O um Okay. Okay it's K-O-R-A-C-K-Y. Correct? Okay. How about your email address? Okay. I A N N A T I I H@yahoo.com. Okay. And who's your internet service provider, ma'am? Okay. So what device that you are trying to connect right now ma'am? Is it laptop or is it a?
16:00
Speaker 1
It's the router, I'm trying to use the device so my connection is better. Yes. Excuse me? Oh, this is the first time, as I said, my brother-in-law gifted it to us. It's two in the box. Yes.
17:00
Speaker 2
you are trying to um set up this WHW, over three, right? Um, is this the first time you're setting up on that house? Is this the first time that you're going to set up this note or was this already working before? [silence] Um, okay, so ma'am, how many nodes do you have? How many lengths devices? [silence] Yeah, all right. And the provider is um Spectrum, correct? And what is the um color of the light right now? The one um that's connected to the um Spectrum modem? [silence]
17:00
Speaker 1
Nothing is connected, you mean my router or the your device. Oh, it's not connected to anywhere. It's in the kitchen. Should I connect it to the router or the modem? Yes. Yes. So, I already have a modem and I have a router. So I have Wi-Fi connection at my house right now. But they told me if I connect your device, the connection will be better because the house is too big. How good... No, it's it's Spectrum, Spectrum gave it to me. [silence] Output "silence" if you can't hear or can't make out what's being said. Also, sometimes the speaker says "Mhmm."
18:00
Speaker 2
[silence] your Linksys device, ma'am. [silence] Um, so you mean to say, aside from the modem from Spectrum, you have also another wireless device, uh wireless router. [silence] Okay. Let me just verify this. The road, okay. The wireless router that you are using, ma'am, um is it a Linksys also or it'd be a different brand? [silence] Okay.
18:00
Speaker 1
the device that I gave you the model number is it a router or it's um something else [silence] understood understood so so the modem um so the uh yeah so the router that I have right now I have to disconnect it and connect your lynx's um device right [silence]
19:00
Speaker 2
All right. So, um, for this type, ma'am, um, did me I'm sorry. Mm-hmm. Yes, ma'am. It's a router that you can make it as a mesh network. Like you can set up one device and the other one, object, you can set up the one device as a parent node, like a main node and the other one will be like, um, a child node that can extend the signal. Like, um, it will like, you have one main device will broadcast a signal and then the second device will receive that and extend, um, another signal. Something like that.
19:00
Speaker 1
Hello, this is Eric. Just so I can do that. Okay. I thought, I thought, I thought it's just, I need to plug it in and it will be connected. But now I'm just watching the World Cup game, and I wanted my connection to be better, so I don't have time right now to connect this, but
20:00
Speaker 2
okay yes ma'am that is also your option okay. But before we start ma'am for um any troubleshooting here um let me just inform you since you already started using it with the app um this type of router that you're using right now the WHW03 is no longer supported with the app when setting this up for the first time even if this is already working before and you want to change any settings on the router then um it's no longer supported with the app okay? So you have to like um um no you cannot use the app okay? So you have to like manually um um set up this router using its um web page okay? Mhm.
20:00
Speaker 1
I will call you back later and then ask for your assistance to connect us. Thank you. Okay. It's okay. It's okay. I never mind. Thank you. Bye-bye. Okay. Bye-bye.
21:00
Speaker 2
Okay, so, but before we, uh, you're welcome, ma'am, okay? So, but before that, ma'am, let me just, um, inform you about the, um, status of your router. Um, based on the serial number that you provided, um, it shows that there in our system that your router is already, um, out of warranty and the complimentary phone support in this one is no longer available, okay? But we do have different, uh, we do have different options for our out of warranty links products, okay? You're welcome, ma'am. So, okay, if you need assistance, just give us a call, okay? So thank you for calling links.
21:00