V2 Rubric Detail — 257803ca-7fa9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 17:26
Duration
14m 35s
Contact
360-981-1355
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00137117
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration WHW0301
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.9% (-34.1)

V2 Grader Summary

The agent identified the router model and attempted a basic reset, but failed to diagnose the power-on failure, did not offer escalation or a replacement path, and ended the call without a clear resolution or follow-up. Communication was unclear, empathy was lacking, and ownership was not demonstrated, resulting in an ownership-gap outcome.

V1 Case Analysis

Customer unable to power on WHW03; agent gave incorrect reset LED guidance and no resolution. Call ended with customer declining further help.

Troubleshooting Steps
  • Collected serial number and identified model WHW03.
  • Instructed customer to perform a factory reset via the reset button.
  • Advised checking that the power adapter is plugged into a wall outlet.
  • Suggested configuring the node in bridge mode to act as an extender.
Key Observations
  • Agent provided factually incorrect LED color guidance for the WHW03 reset procedure (claimed solid purple/pink instead of solid blue).
  • Failed to verify power connectivity or physical power switch position before instructing reset.
  • Did not confirm customer understanding of bridge mode or reset procedure.
  • Call ended without a scheduled callback, escalation, or clear next step.
  • Customer email captured correctly as judiavurch@gmail.com.
Positive Highlights
  • Correctly identified the product model (WHW03) from the serial number.
  • Collected customer name and email accurately.
  • Recognized the need to use the device as an extender due to a non-Linksys primary router.
Agent Errors / Gaps
  • Incorrectly stated that a solid purple or pink light indicates reset completion for WHW03. KB documentation (universal_factory_reset.md) specifies the correct post-reset LED color is solid blue.
  • Failed to verify power connectivity or the physical power switch position before instructing a reset.
  • Did not troubleshoot the unpowered state beyond suggesting to unplug the adapter, which the customer could not access.
  • No escalation or hardware diagnostics offered despite clear hardware symptom (no power).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call without resolution; agent only promised to send guidelines, no outcome confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided reset and power check but did not systematically troubleshoot power source before reset or confirm physical setup.
R3 Partially Met Correct resolution path conf 85%
Agent attempted best-effort troubleshooting for out-of-warranty device by guiding setup, but failed to recognize non-responsive hardware as potential fault needing RMA or escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified model (WHW03) and asked if router was working, but skipped key diagnostic questions about power connection and LED behavior prior to reset.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or dashboards were available or necessary; agent relied on verbal diagnostics appropriate to the scenario.
T3 Not Met No misinformation conf 100%
Agent stated the WHW03 should show a 'solid purple or pink Light' after reset; however, universal_factory_reset.md explicitly states that for most routers and mesh nodes (including WHW01/03), the light must become 'solid blue' to indicate it is ready for setup. This is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted structure with setup steps and data collection, but conversation became disjointed and agent lost clear control when customer expressed confusion.
C2 Not Met Confirmed understanding conf 90%
Agent used technical terms like 'bridge mode' without explanation and failed to confirm understanding with a clearly confused customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent ended call with 'I’ll just send you the guidelines' and did not take responsibility for follow-up or ensure the issue is resolved.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step timeline or callback commitment was given; only a vague promise to send guidelines.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent never escalated the hardware-failure situation, even though a replacement or higher-level support would be appropriate.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be evaluated; escalation was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent provided no empathy statements; simply proceeded with instructions despite the customer’s frustration.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the confused customer and did not check comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated serial number and power-status information; agent did not streamline the process or reduce repetition.
Call Transcript26 turns · 27 lines
Speaker 1
I want to know if a. Wi-Fi thing can be reset, yes, yes, two zero J as in John, hang on.
00:00
Speaker 2
Welcome to Linksys 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]. Thank you for calling Linksys. This is Ais. How can I help you? Can you provide me first, [silence] with the [silence] with the serial number of your Linksys laptop?
00:00
Speaker 1
[silence] Can you hear me? [silence] Okay, let's start over. 2 0, what? J as in John. 2060, 4901380. Yes.
01:00
Speaker 2
yes yes go on all right i'll say again the serial number is two zero J J two zero six zero four nine zero one three eight zero
01:00
Speaker 1
2. I beg your pardon? No. My brother bought it and it was set up where he used to live.
02:00
Speaker 2
So your Linksys router is model WHW03. May I know how many of these Linksys products you have? Alright, so a parent node and a child node. Is your Linksys router working, ma'am? Is your Linksys router working? Or is it connected or was it disconnected?
02:00
Speaker 1
but now he's moved. he moved to a different location 20 miles further. Yes. [silence] Yes.
03:00
Speaker 2
but now he's so you got all your brother's links router now so you want to set it up in your home okay so since it's just a setting up your links is router that's easy um but first uh may I know uh if you have other router in your home um are they also links is router so they're a different brand so
03:00
Speaker 1
that's what that's what we want to do is make it an extender let me go look sorry tony sorry it's clear on the end of the house
04:00
Speaker 2
Since you've already have a link, I mean router that are not links product then you can only use these two WHW03 as an extender to your router which is already setup? Yeah, so what's the model of your router that's connected to your modem now?
04:00
Speaker 1
Wow. Okay. router is. Now, what did you want to know? It belongs to Lake Links. Yes.
05:00
Speaker 2
It's fine. [silence] What's the brand of your router? Now, that router is already connected to your modem or internet service provider box, correct? So, to add your linksys router to that router, you will have to connect your router and set it up as set it up in to a bridge mode.
05:00
Speaker 1
what mode? I'm sorry. I don't understand what you're saying. Okay. Is your testimony is you would meet men where and when shall you tag? Is it both of them? Huh? Even though I'm just going to use one?
06:00
Speaker 2
either send good. Now bridge mode. We're going to set up your router into bridge mode. So first I need you to bring your 2. w h w 03 near your router.
06:00
Speaker 1
I told you this. Yeah. Those, the men, Shelly Tigers at Central. Out. Okay, it's near the router. Judy Birch, D U R C H. No, J U D U D I. E. Yes. Judy,
07:00
Speaker 2
All right, that's fine. If you're only going to use one of them, then just bring that one particularAccessor ID near your router. All right. Before we proceed, ma'am, create sales record for you may have your name? Ruby, R-U-B-Y, I-E, Ruby.
07:00
Speaker 1
Mayor. [silence] V-U-R-C-H. [silence] Yes. [silence] J-U-D-I-A V-U-R-C-H @ gmail. [silence] Yes. [silence] Yes. [silence] @ gmail.com. [silence] Lake Links. [silence] L-A-K-E-L-I-N-K.
08:00
Speaker 2
L-I-E-E? What's the name of your internet provider? [silence] L-A-K-A-N-L-I-N-K-S [silence] Right, LinkLinks. That's your internet provider. [silence]
09:00
Speaker 1
Yes. Okay. How long do I? Okay. I'm holding. Okay. The light is off. Okay. How long does that take? [silence]
10:00
Speaker 2
All right Thank you uh so I need you to do need to um do a reset first on your linksys router the W-HW uh press hold press hold the reset button once you see the light on the linksys router is off then that's the time you let go okay let go and let's just wait for its light to turn back on and depending on the router the model of your router we need a solid purple or pink Light from your Linksys router once it turns solid purple or pink then it means it's ready to be set up it didn't it didn't turn back on [silence] Before you reset your Linksys router was the light on[silence]
10:00
Speaker 1
Yes. I think so. Okay. The on-off switch, which, which one is on? On the on-off switch underneath the, the thing, whatever you call it. Maybe it wasn't even turned on. No, I can't turn it off. I can't, can't change that, that little switch. No light. Oh, no.
12:00
Speaker 2
let's just so let's just wait for the light to come back on right [silence] okay try to unplug the power cord adapter of your Linksys router from the power outlet
12:00
Speaker 1
No, that's not happening. Uh, because I can't get to it. So, I'll have to, uh, have to have somebody that's yeah, it is. Okay, I'm
13:00
Speaker 2
[silence] Yeah. [silence] Your linksit writer should have a power cord adapter that's connecting it to a power outlet so that it's like it will turn on. Is it not plugged to a power outlet? [silence] So you have to make sure your links router, your WHW is plugged to a power outlet, um, so that it will have an electricity coming to your links router. [silence] Maybe that's the reason why it's not turning on. So make sure you plug the power cord adapter to your links router, uh to a power.
13:00
Speaker 1
I'm going to have to I'm going to have to end this call and and call back at another time. Okay. Okay. That would be good. Thank you. Thank you.
14:00
Speaker 2
So you are in a hurry, alright. I'll just send you the guidelines on how to set up your link with router into a bridge mode so it can be added as an extender to your router okay. You are welcome. Thank you for calling Link, Sis. Judy and take care have a great day.
14:00