V2 Rubric Detail — 2141d210-817d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:16
Duration
22m 47s
Contact
206-497-7261
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00137575
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Manufactured Date
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall74.0% (+6.0)

V2 Grader Summary

The agent successfully resolved the customer's informational request by providing the WHW03 v2’s EOL date (July 28, 2021) and flash memory size (512 MB). All technical information was accurate and consistent with product specifications. While call control and communication could have been more adaptive (abrupt transitions, limited empathy for customer confusion), the issue was fully resolved without escalation, and the customer ended the call satisfied. No critical failures or auto-zero conditions were present.

V1 Case Analysis

Provided WHW03 V2 end-of-life date (July 28, 2021), estimated manufacture year (2018), and confirmed 512 MB flash memory. Informed customer the unit is out of warranty and directed to support.linksys.com for further reference.

Troubleshooting Steps
  • Requested model and serial number
  • Confirmed product is end-of-life (July 28, 2021) and out of warranty
  • Estimated manufacture year (2018) based on product history
  • Confirmed flash memory size (512 MB) and port count (two gigabit Ethernet ports)
Key Observations
  • Agent correctly identified the product as WHW03 V2 and confirmed end-of-life status with accurate date (July 28, 2021).
  • Agent provided accurate hardware specifications (512 MB flash memory, two gigabit Ethernet ports).
  • Repeated requests for serial number after initial provision caused unnecessary repetition.
  • Extended hold periods (~6 minutes total) without interim updates reduced call efficiency.
  • Agent provided only an estimated manufacture year (2018) instead of an exact date.
  • Agent directed customer to support.linksys.com for additional self-help resources.
Positive Highlights
  • Correctly identified the product model and confirmed end-of-life status with accurate date (July 28, 2021).
  • Provided accurate hardware specifications (512 MB flash memory, two gigabit Ethernet ports).
  • Directed customer to support.linksys.com for further self-help resources.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Repeatedly requested serial number after already receiving it at [03:00], causing unnecessary repetition.
  • Placed customer on hold multiple times without providing status updates or estimated wait times.
  • Could not provide exact manufacture date, only an estimate based on product history.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent provided the EOL date (July 28, 2021), confirmed 512 MB flash memory, and estimated manufacture year (~2018) based on firmware release data — all requested information was delivered.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent used internal lookup tools and held the call to verify data, but troubleshooting was limited to data retrieval; no diagnostic steps were needed as this was purely an informational inquiry about product status.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WHW03 as end-of-life and out of warranty, and provided accurate historical specifications without misrepresenting support eligibility or dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the need for model/serial verification and pursued EOL and hardware details, but struggled to clarify whether 'memory' referred to RAM, flash, or bandwidth — leading to brief confusion.
T2 Met Appropriate tools / resources used conf 94%
Agent used internal systems to check warranty and EOL status, placed hold to investigate further, and directed customer to public KB (support.linksys.com) when full details weren't available.
T3 Met No misinformation conf 97%
Technical claims provided (EOL July 28, 2021, 512 MB flash, tri-band Intelligent Mesh) are consistent with WHW03 v2 specifications. The manufacture date estimate (2018) is presented as an estimate based on firmware history, not a definitive KB contradiction.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained basic control and used holds appropriately, but transitions were abrupt (e.g., 'Let me just put this call on hold' with minimal framing), and pacing felt reactive.
C2 Partially Met Confirmed understanding conf 81%
Agent used polite tone but failed to adapt when customer confused memory with bandwidth; did not confirm understanding after explaining 512 MB was flash memory.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, performed lookups personally, did not transfer, and followed through on both information requests.
O2 Partially Met Proactive follow-through conf 84%
Agent provided all known information but only offered a generic suggestion to visit the website; no specific next step or timeline was set for unresolved data (exact manufacture date).
O3 Not Applicable Closure confirmation conf 100%
Customer confirmed this was their first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — this was an informational request fully within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation for patience and apologized for missing data, but responses were transactional; no explicit acknowledgment of customer’s effort in gathering serials or repeat confusion.
X2 Partially Met Tone & rapport conf 82%
Agent maintained a steady pace but did not adjust for customer’s repeated clarification needs or uncertainty about technical terms like 'memory'.
X3 Met Overall experience conf 90%
Agent collected serial numbers once and used them for multiple checks, avoided re-asking confirmed details, and minimized customer effort despite system limitations.
Call Transcript33 turns · 34 lines
Speaker 2
Welcome to linksyce's 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
[silence] Yes, on the on the,
01:00
Speaker 2
Thank you for calling InXS. System. how can I help you?
01:00
Speaker 1
develop system of the AC 4400. Can you tell me when the end of life was of that? is an AC 4400 or AC 2200? uh, what is the model now? What is, is it called something else? Is it? SKU. Yeah. Okay, I have some other questions I've.
02:00
Speaker 2
(Can) you provide the model, sir. Because for me to check the accurate information, sir. Can you check at the bottom of the node if what is the model number. Ya, it's at the bottom of the router. (You can) check right there. S-K-U or model. (Uh)
02:00
Speaker 1
I got, I got a serial number I can give you that that would that would do it wouldn't it? OK, um, 20 J20609001-41-3 Yes WHW I don't see a WHW. [silence] Oh, we're not gonna hear it. OK, there you go. Uh, WHW. [silence].
03:00
Speaker 2
Yes sir. So 2.let's try the serial number. 0609901413. Um, uh. Can you see right there? W h w at the bottom? Yeah, at the bottom of the node. Or can you see uh VLP zero one?
03:00
Speaker 1
03V 2.That's a model number, huh? I know, I know. I'm just asking when it happened. When was the end of life? July 28th, 2021 was the end of life of this of this um of this series.
04:00
Speaker 2
Let me check this one. So, you're asking when did it, uh, like in the, the end of life, about the end of life. Okay. It ends the life cycle, this one. Belongs to the end of life already sir. And also it belongs to the end of like, it's already out of warranty. So as I that it's out of warranty, it's also end of life. Ah, sorry, it was last uh July 28 2021.
04:00
Speaker 1
types of devices. Okay. And the number I gave you, what is the manufacturer, Ben Rosen? Okay. Um, let's see. Let's see. Before I do that. I want to also want to check if um, what, what is the mem, what's the memory that this that this Dell, uh, Vuse has memory size, I this is 500, uh, 2 GB of RAM? Yes. [silence]
05:00
Speaker 2
Yes, sir. [silence] actually, it's not showing on the system, sir, the manufacture date. How many HWWH03 do you have, sir? [silence] So, you purchased that at the same time. Let me try another serial number. Maybe we can check. Uhuh. [silence] What do you mean memory?
05:00
Speaker 1
Okay, 56 gigabytes or what or whatever. The megabits per second or I don't know what they when they talk like like if you buy a computer um No, no, the um
06:00
Speaker 2
let me just check. Is it all working since you have four? [silence] And also, this one actually is one of the best model that we have before. This is a tri-band. So, yeah, so this year's, like, this is an intelligent mesh. It has two by two special streams, okay. [silence] This one has, is capable for one GBPS, sir.
06:00
Speaker 1
[KEEP_UNCERTAIN] It's got, you know, so much so much ram. What does this have? I don't know what that's what I'm asking for, but I I have another unit. I was looking for the memory size. No, no, like uh, uh, let me find something here. Um. Just a sec here. Um, uh, yeah, like, yeah, memory, flash memory, like 512 megabytes. what I'm looking for. I didn't quite understand that, but. [silence]
07:00
Speaker 2
you mean that 2.4 gigahertz and the five gigahertz on the node okay hold on the memory of the WHW03. Um, as what I am reading to you, sir, also, this has two gigabit ethernet ports. Is that what you're asking? Okay. Let me just double check, let me just put this call on hold. I'll get back to you, okay? Thank you, sir.
07:00
Speaker 1
yes. Okay and that's a capital B right? That's megabytes or bits? megabytes right? Okay megabytes. Okay. Um and okay
11:00
Speaker 2
[silence] Hi sir, thank you for patiently waiting. [silence] [noise] So, yes, for this WHW03 version 2, [noise] it's [noise] 512 MB enough for one node or one router. Yeah, megabyte. Should be megabyte, yeah.
11:00
Speaker 1
[KEEP_UNCERTAIN] No, no. Right, right. I would, yeah, that's correct. What I'm asking for is the manufacture date. omn was it, was it registered before. I didn't get that last part that you said. You ask the customer to what? to reach us through the process. [silence]
13:00
Speaker 2
Sir, for WHW03, they have all this same and of life sir, just on July, the one that I provided you. Yeah. I cannot also see on my system, sir. I cannot check this one, maybe because it was not registered before. Because we have like, before, sir, like couple months ago, if we have this customer and then as we check on our system if the, the serial number is not yet registered then we ask the customer to register it. To register the product. Register. Register.
13:00
Speaker 1
Oh, reg register register register, okay, register the product. So you, okay, but if you register the product, that wouldn't give you the mana the manufacture date. Okay, I mean, with okay, um, the next one will be the same. The last four digits is 1484. Yes. Great. Would that be because, okay, and because I, um, oh, okay, and the last the other one, the last one is the last four digits.
14:00
Speaker 2
register the product okay sir before we register her but this one I really cannot see it on the system how about the other serial number that you have it is 1 4 8 4 so 20 0j 2 0 6 0 9 9 0 1 4 8 4 let's see if we can see the manufacture date also this one sir it's not showing
14:00
Speaker 1
8748. I was thinking that that would be part of the record on your end. Would. Yeah. Okay. Well, I Well they're they're out of warranty, uh now I think. So I I I would. Yeah.
15:00
Speaker 2
eight seven four eight Khel dana. Let me check. Uh this is your first time calling sir. Okay then so I cannot also see it here. Using your phone number. Okay. There's no record under. Uh. So this is your first time. It's not showing any details under your phone. Yeah this one also is not showing sir. But then right away, if it's WHW03. Because it has a three years of warranty. When did you purchase this one sir and where?
15:00
Speaker 1
[KEEP_UNCERTAIN] So I I was I was just checking to see. I'm, I'm making I'm just making notes of what all the details about it. And I that's one of the ones I was looking for, but I I guess a question I was thinking that you guys. It wouldn't be purged from your system because it went out end of life would it. You wouldn't. [silence]
16:00
Speaker 2
No, because it's not, sorry, excuse me, yeah, it's really not showing in the system because, yes sir, there are like times that some of the serial number is not showing on the system, especially for this one, and that you are, this is your first time calling, because before, if it's not showing on the system, and we ask the customer, okay, like when is the pur purchase? And then if, for example, we really need to ask for the proof of pur purchase, yes, we are asking to validate the manufacture date or so like details of the router.
16:00
Speaker 1
[silence] purchase date, not the manufacture date. And I would and and I was what, but, but your manufacture date, you don't have.
17:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, yeah, exactly. Also, yes, sir, that's just a fortune state. Um, the- the, uh, Now, let me check. If they can check this one, sir stay on the line. Let me check, okay. Let me just put this call on hold. Okay. Thank you, sir. [music]
17:00
Speaker 1
Around 2018. Okay. Um, you did you you found that somewhere? Or is it just uh,
20:00
Speaker 2
Hi sir, thank you for patiently waiting. So, this is around 2018 sir, the manufactured year.
20:00
Speaker 1
You said around, so you don't have the exact date. You just estimated it from the history you looked at, huh? Okay. So, say it was manufactured around 2018, you said? I mean, yeah, okay, good. Okay. And I think that was um uh all the, all the questions I had. Okay. Uh uh thank you very much.
21:00
Speaker 2
Yeah, because, yeah, this is for the version two, and then for the version one, that's around two two zero one six, because I've checked it here, based when was this firmware was released, sir. You're welcome, sir. Uh how about this one, sir? I can send you or you can access our website through support.linksys.com. And then, when you click on product, you can type w, h, w 03.
21:00
Speaker 1
Okay, so, there, there was a, there was a version 3 that came out. Okay. Okay, you said three, or you, I mean you said, okay, that's good. This is it. Okay, and, um, this is, um, okay, I guess that's it. I was gonna, I was gonna try to work something out with. Okay, thank you very much for your time. I'll, I'll go from there then. Uh, you too, man. Bye. Bye.
22:00
Speaker 2
no you have all the information right there as your guide for more information and services on this product sir uh no just version 2 just version 1 version 2 so to know more uh sorry sorry you're welcome sir what a nice day then bye sir
22:00