V2 Rubric Detail — 20a14292-64e4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 15:50
Duration
11m 47s
Contact
Bella Strlllo
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132971
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the app
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by citing out-of-warranty status and redirecting to paid service without attempting resolution, violating OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided technically inaccurate advice, and evaded ownership by citing warranty status to avoid helping. The customer was left unresolved and misinformed about how WHW03 nodes function. This constitutes a critical failure in both technical accuracy and customer ownership.

V1 Case Analysis

Customer unable to add WHW03 mesh nodes to existing Xfinity router via Linksys app. Agent gave incorrect topology guidance, offered unverified email and paid support. Issue remains unresolved.

Troubleshooting Steps
  • Collected model and serial number
  • Collected customer contact information
  • Attempted to guide through app menu to 'Set up a new product'
  • Suggested 5-press or web UI setup and offered paid support
Key Observations
  • Agent fundamentally misunderstood that WHW03 mesh nodes require a Linksys parent router and cannot be added to a third-party router (Xfinity). This topology error invalidated all guidance provided.
  • No corrective action was taken when the customer reported the app error; instead, the agent repeated incorrect navigation instructions.
  • The agent defaulted to paid support and an unverified email without providing any actionable self-help content, KB reference, or troubleshooting validation.
  • Warranty status was stated without verification, and no case number was created, indicating poor case management discipline.
Positive Highlights
  • Collected the product model number (WHW03) and serial number early in the call ([02:00]).
  • Collected complete customer contact information including phone, name, and email ([04:00]).
  • Identified that the issue was with app detection rather than hardware failure, focusing the call on software/setup.
Agent Errors / Gaps
  • Failed to recognize that WHW03 mesh nodes cannot be added to a non-Linksys router (Xfinity) and provided factually incorrect topology advice ([05:00]–[09:00]). This is a material accuracy failure per the KB.
  • Directed the customer to 'Set up a new product' in the app, which is invalid for adding nodes to an existing third-party network ([06:00]–[07:00]). This contradicts the KB guidance for Velop node setup.
  • Did not explain that the Linksys app only supports managing Linksys routers as the primary gateway, making the customer's goal technically unachievable without replacing the Xfinity router.
  • Stated the device was out of warranty without performing or citing a warranty lookup ([10:00]). This is a protocol failure.
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Promised to send an email with setup instructions but did not confirm it was sent, provide a KB article, or offer any self-help path. This left the customer with no tangible next step and is a resolution failure.
  • Repeated 'ma'am' excessively and used filler phrases without addressing the customer's confusion, degrading communication clarity ([06:00]–[08:00]).
  • Allowed the customer to log out of the app without guidance on recovery, worsening the state ([08:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; customer remains unable to add nodes and was directed to paid support without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—agent skipped diagnostics and jumped to warranty status after collecting serial number.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly cited out-of-warranty status as a reason to deny support instead of offering best-effort troubleshooting for setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions about the Xfinity router, WHW03 firmware, or mesh compatibility were asked to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (web UI, firmware check, or pairing method guidance) despite the need for technical verification.
T3 Not Met No misinformation conf 97%
Agent incorrectly advised to 'add as extender'—WHW03 nodes are mesh units, not standalone extenders; incompatible with Xfinity router.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control with long silences, repeated apologies, and no clear guidance or transitions.
C2 Not Met Confirmed understanding conf 94%
Agent used vague, repetitive language and failed to adapt to customer’s confusion about app interface.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by deferring to paid service instead of attempting resolution despite customer’s clear need.
O2 Not Met Proactive follow-through conf 95%
Only next step was to 'send link via email'—no actionable troubleshooting plan or timeline provided.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue remained at L1 but unresolved due to lack of effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered minimal empathy—generic 'sorry' without acknowledging frustration or effort to help.
X2 Not Met Tone & rapport conf 93%
Agent did not match customer’s pace; repeated requests for same info and failed to simplify instructions.
X3 Not Met Overall experience conf 95%
Customer repeated serial number, app options, and contact details unnecessarily due to agent disorganization.
Call Transcript21 turns · 22 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 products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of... click support. Press one now. Please make sure your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option...
00:00
Speaker 1
Hi, I'm so glad you were able to get connected with me so quickly. Um, I'm calling you because I'm trying to set up these, these were, hand-me-down from my dad, these linksy's, um, like nodes to extend our Wi-Fi and I'm looking at the, what I think is the router right now and it says Xfinity on it. So it's not linksy's, but the nodes or like the mesh network that I have are, I have the serial number handy, but I'm just having trouble connecting them to my router to extend the Wi-Fi throughout my apartment.
01:00
Speaker 2
video may be available depending on the issue. Hi, thank you for Colin. This is help you today.Mm-hmm. Mm-hmm.
01:00
Speaker 1
Do you need more information? Sure. Do you need the serial number? Okay. It is 2 0 j 1 0 b 6 7 7 0 7 9 2 0. Model number is W H W 03.
02:00
Speaker 2
This is, yes please. OK. What is the model number? OK.
02:00
Speaker 1
Okay. I have four of them. I'm trying to set them up for the first time in a new apartment with a new Wi-Fi network that's already in place. Like the router's already set up, we have our our Wi-Fi for the apartment, it just doesn't stretch very far. So I wanted to add in the mesh network.
03:00
Speaker 2
I just need to check on the exact, uh, device mapping. So how many lengths of devices you have in total ma'am? Will we wait for this? Four, okay. So those are working fine. Oh, these devices are working fine right? Okay. Okay. Thank you. I'm sorry, ma'am. I'll just need to create a ticket for you here. [silence]
03:00
Speaker 1
Yeah, it's 781-879-8310 Bella Strollo I'm coming. Th- as in Sam's T-R-O-L-L-O yeah It's Bella Strollo j 9
04:00
Speaker 2
before we proceed, well, I'm still checking on the exact unit, okay? um may I have your phone number in case we get disconnected? 831-0-90-008. Thank You. How about your first and last name, ma'am? mm-hmm. How do you spell your last name, ma'am? Okay, and your email address? [silence]
04:00
Speaker 1
the main problem I'm seeing is that when the App prompts me to add an existing router or Wi-Fi system to my account with Linksys and I tap I'm connected to my Wi-Fi and then I tap Find My Router it immediately says Oops something went wrong we can't detect your router and then prompted me to call you you So that's the section problem stuck at yeah, this whole conversation was working fine at my previous department I'm just I've moved them and need to connect them to a new Wi-Fi network yep
05:00
Speaker 2
uh oh I see I see but this is not your parents mode right your parents node is already working fine [silence] so oh Bellastro at gmail.com right [silence] Okay Ma'am uh it shows that the setup that you did is actually wrong [silence]
05:00
Speaker 1
It's wrong. Yeah, I'm just, they work fine when they're connected. I'm not the stage where I'm trying to connect them to my Wi-Fi. Yeah. Yeah. So how do, what do you mean by that? Is that something I can do in the app or something I need to do to the physical. hardware? So right now on my screen in the app, it says, you haven't added a router or mesh Wi-Fi system to your account. Let's fix that. What do you want to do?
06:00
Speaker 2
Yes? Yes. Yes. You mentioned that your main router is working fine, right? You have four nodes and all of your other nodes are working fine aside from this. Yes. Okay. Yes. I believe what you need to do with this router, ma'am, is to reconnect it to your network and not create a new Wi-Fi network. Yes. Yes. Yes, ma'am. Yes. If you are on the app, you just need to go to the menu bar on the upper left and go to set up a new product. [silence]
06:00
Speaker 1
I have three options of buttons to click on the screen. One is to add an existing router or mesh Wi-Fi system. And the next one is set up a new router or mesh Wi-Fi system. And my other option is to log out. So I don't see a menu button. Set up a new router or mesh Wi-Fi system. Okay. And then... not that. Okay.
07:00
Speaker 2
add to account, please. okay, go to the set up a new network. I'm sorry, set up a new product. yes. I'm sorry, I'm sorry, ma'am. I'm sorry, ma'am. no. Okay, I believe you are on the wrong page for your Linksys app. If you okay, if you are on the main dashboard, ma'am, and you tap on the three lines on the upper left.
07:00
Speaker 1
Mm-hmm. Actually, so now I I tapped log out sorry. I just want to tell you what I see on my screen. I tapped log out and now it says linkeds and my two options are manage your Wi-Fi or set up a new Wi-Fi network. Okay. Oh, and I'm entering my password or my my account information. Okay. So instead of taking me, it hit flashed with the the regular state of the app, but then it takes me back to where I just was which says, you haven't entered a password or an email address. Please choose the other way to restore your memory. Okay. Just want to make sure that's what hit. I screwed it up.
08:00
Speaker 2
Yes. You will have... [ silence ] Okay. [ silence ] Uhh, go to, Manage Hardware, ma'am. [ silence ] mm- hmm. [ silence ] [silence] to accounts ma'am. Yes add the account. No ma'am add to account. Yes okay I believe ma'am uh the reason for that one is that you're really not connected to your network right now. Here's the thing ma'am. Uh this unit uh you have four of this node right? And the only one is not working. Okay ma'am what you need to do with that device is to add it as your extender and not to set up a new Wi-Fi network. So you can use some other way ma'am.
08:00
Speaker 1
That's great. That would be wonderful. Thank you.
10:00
Speaker 2
up the app, since you're having issues with the app right now. So here's the thing ma'am, this device, this is showing already out of warranty in our system. And for out of warranty devices, we can no longer provide free assistance on it. Mm. Okay. Um, other thing that you can do for this one ma'am is we do have other we do have the five press setup or the web UI setup. Okay. It will not ask for you to create. I can actually I can actually send it to your right, uh directly ma'am. Yes. Um other way ma'am, if you need, uh to walk you through over the phone for the troubleshooting, you can call us back. We do have a paid service that is.
10:00
Speaker 1
Okay, I think I'm alright with that, but if you could, yep, if you can send me the link to my, uh, phone number, that would be great. No, they're all fine. I'm having issues within the app, not with the nodes. But thank you. If you could please send that to my email, that would be great. And you have a great day. Thank you. All right. Thanks. Bye bye.
11:00
Speaker 2
Oh, ma'am. Mm-hmm. Yes, yes. Go ahead, ma'am. Yes, yes. I'll send it to your email address. And again, may I have the serial number of that Node that is not working? Okay. Yes, there it is. I'll send it to your email right after this call. Bye-bye. [silence] [silence]
11:00