V2 Rubric Detail — 20694c8c-74db-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:26
Duration
8m 1s
Contact
Brian Boart
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135431
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Reconfigure

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall53.9% (-2.1)

V2 Grader Summary

The agent correctly identified the out-of-warranty WHW03 model and need for factory reset but failed to perform any meaningful troubleshooting or use necessary tools, violating OOW best-effort standard by pushing paid support instead of providing free assistance. Issue of linking boosters to new router remained unresolved despite clear communication and ownership of follow-up.

V1 Case Analysis

Customer unable to re-pair WHW03 mesh nodes to new router; out-of-warranty, declined paid support; agent emailed setup guide.

Troubleshooting Steps
  • Checked warranty status
  • Offered paid-support option
  • Suggested factory reset of nodes
  • Promised to email a step-by-step setup guide
Key Observations
  • Agent did not perform any concrete troubleshooting (reset, pairing, LED verification).
  • Agent pushed paid-support despite the customer's clear request for free assistance.
  • Resolution relied solely on sending a KB article; the issue was not verified as fixed.
Positive Highlights
  • Collected essential customer information (serial, email, phone).
  • Clearly communicated warranty status and the paid-support policy.
  • Offered to email a detailed setup guide promptly.
Agent Errors / Gaps
  • Failed to walk the customer through basic node-pairing steps (factory reset, 5-press or Pair-button method).
  • Did not confirm the exact model or number of nodes before proceeding.
  • Ended the call without confirming whether the customer could successfully follow the emailed guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never performed live troubleshooting to link boosters to new router; only promised an email guide without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked minimal diagnostic questions (light color, power cycling), suggested factory reset, then pivoted to paid support without meaningful troubleshooting steps.
R3 Not Met Correct resolution path conf 90%
For out-of-warranty WHW03 nodes, agent failed to provide best-effort troubleshooting (setup, Wi-Fi, pairing, firmware, factory reset) and instead pushed paid support without attempting free assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Only symptom identified was 'boosters won't link'; no targeted questions about SSID match, firmware version, or pairing method; no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 85%
No tools (remote session, web UI at http://myrouter.local, logs) used despite necessity for diagnosing mesh pairing issues per KB emphasis on local browser access.
T3 Met No misinformation conf 95%
Agent correctly identified WHW03 model and accurately stated factory reset is needed to reconfigure nodes for new router, per universal_factory_reset.md.
Communication
C1 Met Clear & professional language conf 90%
Agent framed interaction with clear expectations about warranty, paid support, and email follow-up, maintaining control throughout.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed customer name and contact info, avoided jargon, and adapted to customer's level appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned case end-to-end, did not transfer, and followed through on commitment to email the guide.
O2 Met Proactive follow-through conf 90%
Agent gave clear next step (email setup guide within five minutes) and stated timeline explicitly.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate; issue was within L1 scope and did not meet escalation triggers (no confirmed hardware fault, repeat unresolved, or management request).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred or was warranted; execution not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I understand' but did not explicitly acknowledge customer's frustration or repeat-call fatigue despite expressed dissatisfaction.
X2 Met Tone & rapport conf 90%
Agent maintained patient, courteous tone and matched customer's pace, keeping engagement despite pushback on paid support.
X3 Partially Met Overall experience conf 85%
Emailing guide reduced immediate hold time but offloaded troubleshooting to customer, increasing long-term effort and risk of failure without interactive support.
Call Transcript16 turns · 16 lines
Speaker 1
[silence] Hi, this is Brian calling. Um, I have a link.
00:00
Speaker 2
[silence]
00:00
Speaker 1
Um ass assess. I can give you my serial number if you want. Basically what happened was Um, I use uh Frontier, uh Verizon company for my wireless at home. And what happened was was my my my Wi-Fi router um stopped working. And they shipped me and they shipped me a new one and I finally got that router back up and running. The trouble is I now need to link my Linksys, my boosters to that new router and uh I'm [silence] having trouble with that. Yes, it's 20J10C as in Charlie 6271 025696.
01:00
Speaker 2
Okay. Uh-huh. I see. And thank you for the details. May I have the serial number of hurling sister device?
01:00
Speaker 1
S. Sammy Roger sir. And then my last name, which is borts.
02:00
Speaker 2
all right thank you and uh model number showing on on your linksys device at the bottom is it w h w 0 3 all right how many linksys nodes or devices do you have all right thank you and is this your first time calling linksys oh that's good. thank you for the details. may i have your email address and i'll can pull up your record here
02:00
Speaker 1
at hotmail.com. So s-r-b-o-a-r-t-s at hotmail.com. I think I should be in your system, but again, it was a long time ago. Okay. Correct. Brian with an I. Yeah, it's 310 489 2059.
03:00
Speaker 2
All right, let me check your email address just for a moment. All right, no worries. Okay, it seems that no email, I mean no record on the email. It could be that you are registered in one of our old tools, but let me create a new one instead. Uh, your first name is Brian, right? All right, thank you. And may I have also your phone number? In case we get disconnected, I'll be able to call you back. Mm-hmm. All right, thank you. And while my system is checking the warranty and support of your
03:00
Speaker 1
Hmm, true.
04:00
Speaker 2
I'm going to your. Links to devices or nodes. We call this devices nodes. One of them is already connected wired using an ethernet cable going to your new device from Frontier, right? And may I know what's the light on the top, the color light on the top of the main parent node? All right, blue actually means online and connected. How about the others? I see. Have you already tried turning off and on these two child nodes?
04:00
Speaker 1
then I plugged them in one by one, starting with the wired one. Sure. Let's see. [silence]
05:00
Speaker 2
All right. God. Okay. Got it. The plan for the troubleshooting is we may need to reset them to factory settings in order to reconfigure and set it up using your new router from frontier. And just to set your expectation, Brian, going back to the warranty and support of your link sys node, it actually ended last April 22, 2020. And for our out of warranty devices, if you wish us to troubleshoot here over the phone, assist you with your nodes, we do have this paid support amounting to $15. That's 1-5. It's a non-refundable technical support for one hour. If we're unable to fix your issue or determine your device is defective, no replacement and no refund will be given. Would you like to avail this paid support for troubleshooting? [silence]
05:00
Speaker 1
I want, no, I want you guys to help me fix this for free. Like. Well, you can't. You can't help me troubleshoot? I, I don't, I don't want to. Yeah. What's the other option? With a. With a factory reset? [silence]
06:00
Speaker 2
I understand. 110 2 checking. We already have the new, uh, policy here. Used to have a free technical support for three years, but it already ended. Other option is we can provide you an article guide instead, where you can follow the instruction. It's the same instruction that we're providing over the phone. It's a network set-up guide that, um, from our YouTube Channel, so you can follow the step-by-step instruction how to set up your notes again, with your new IceBeam Device. [silence]
06:00
Speaker 1
Okay. And will you email that to me? Yeah. Okay. Yeah, I wish you would do it, help me walk through this. You guys have always had such good support. There's something you. All right. Whatever. All right. Bye.
07:00
Speaker 2
Yes. Yes. I'm going to email that and expect the email within five minutes. All right. Anything else for your Linksys device? understand, but we already have some changes with our process and out of warranty and in warranty support. All right. Okay. This is once again, Raquel. I expect the email after this call within five minutes. Have a wonderful night and thank you for calling Linksys. Brian, take care.
07:00