V2 Rubric Detail — 277a5894-6370-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:27
Duration
23m 2s
Contact
Ivan Kuhn
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00132666
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+7.9)

V2 Grader Summary

The agent applied accurate technical steps and maintained ownership, successfully guiding the customer to the router interface and distinguishing admin from Wi-Fi credentials. However, the root cause (potential WAN or ISP issue) was not isolated, and the error 2298 remained unresolved. While empathy and effort reduction were adequate, they were not fully optimized, resulting in a partial resolution.

V1 Case Analysis

Customer unable to complete WHW03 mesh router setup; app loops to Wi-Fi selection despite solid blue nodes. Agent guided admin login via myrouter.local and recovery key, encountered error 2298, then advised power-cycle of modem and router. Issue unresolved.

Troubleshooting Steps
  • Collected model and serial number.
  • Guided customer to access router admin page via https://myrouter.local.
  • Instructed customer to enter recovery key and create new admin password.
  • Recommended power-cycling both modem and router.
Key Observations
  • Agent correctly identified the use of https://myrouter.local for admin access, aligning with Velop WHW03 KB guidance.
  • Agent accurately guided the customer to use the recovery key printed on the main node connected to the modem, following correct topology isolation.
  • Error 2298 during password creation suggests a potential firmware or backend issue outside the agent's immediate control.
  • Agent provided irrelevant instruction to turn off mobile data, which confused the customer without contributing to resolution.
  • Agent gave mixed messages about Ethernet vs. Wi-Fi connectivity, creating ambiguity.
  • Call ended without confirming whether the power-cycle resolved the issue or providing clear next steps.
Positive Highlights
  • Collected device model (WHW03) and serial number (20J2060C805718) early in the call, fulfilling basic protocol requirements.
  • Correctly guided customer through accessing https://myrouter.local and bypassing browser security warning, aligning with standard KB procedure.
  • Accurately distinguished between Wi-Fi password and router admin password, preventing credential confusion.
  • Properly directed customer to use the recovery key on the main node connected to the modem, following correct topology isolation.
  • Recommended appropriate power-cycle sequence of both modem and router, a valid step for synchronization issues.
Agent Errors / Gaps
  • Provided unnecessary instruction to turn off mobile data, which is irrelevant during Wi-Fi router setup.
  • Gave conflicting guidance about needing an Ethernet cable versus using Wi-Fi, undermining clarity.
  • Failed to maintain clear call control and summarize next steps before ending the call.
  • Did not verify the outcome after recommending power-cycle, leaving resolution unconfirmed.
  • Did not offer any self-help resources (e.g., KB article, email follow-up) despite the unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still encounters 'we can’t detect Internet' and error 2298; agent only suggests power-cycling without confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through app restart, accessing myrouter.local, entering recovery key, and creating admin password, but did not verify WAN connection or test ISP-side connectivity.
R3 Met Correct resolution path conf 95%
Agent continued troubleshooting despite out-of-warranty status and technical errors, providing best-effort support without premature dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (app loop, error 2298) and asked for model/serial and Wi-Fi name, but failed to ask about WAN cable status or perform a direct modem test.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the router web interface (myrouter.local) to access settings and troubleshoot, a valid diagnostic tool for this issue.
T3 Met No misinformation conf 95%
Agent correctly distinguished between Wi-Fi password and admin password, and accurately instructed bypassing browser security warning via 'Advanced > Proceed'.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained flow by giving step-by-step instructions but did not set clear expectations or summarize the troubleshooting plan.
C2 Partially Met Confirmed understanding conf 80%
Agent repeated steps when needed but used consistent technical terms without simplifying for clarity or confirming full understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and actively guided the customer through multiple troubleshooting steps.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a next step (power-cycle modem and router) but did not specify a follow-up action or timeline if the issue persists.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was mentioned; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted at this stage of troubleshooting.
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 85%
Agent remained professional and patient but did not explicitly acknowledge customer frustration or repeated setup attempts.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing slightly by repeating instructions, but maintained a technical tone without adapting to customer confusion around app flow.
X3 Partially Met Overall experience conf 80%
Customer was asked to toggle mobile data and restart the app, adding minor effort, but agent avoided unnecessary holds and reused existing Wi-Fi connection.
Call Transcript42 turns · 44 lines
Speaker 1
[silence] yeah I just set up uh Lynxsys they call it nest with uh what four nodes and all the I mean they're all blue and they're uh low
00:00
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, 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. Hello, thank you for calling Linksys technical support. This is Charm. How can I serve you today? Ana.
00:00
Speaker 1
So it'll teach them set up, my Linksys route. Is blue, everything seems to work, but when trying to finish out the um, set up It says go to your phone setting's app and select your new Wi-Fi and I have: and that set up and then it says step two once connected return to the app and tap next, which I did. It's below. And it's been and then it goes back to that same Um to that same Uh what do you want to say app page where it says, now, let's connect your new Wi-Fi. And it's but again, it's all connected. I haven't placed them in the house yet, but they're all connected here in the office is where I have my router. So I'm not sure if I really need to finish it up or do anything because they're all. show, show Blue. Uh, the You mean the nest, the the extended or the actual modem itself or router. So do you want my router or do you want my Lynxist Nest main hub? Okay. Okay. Uh, let's see. You want the Okay, that's just to set up my Wi-Fi. You're looking for model It's or serial number. Yeah, it's 20J 206 0C805718.
01:00
Speaker 2
I see. All right. May I know what's the model number and the serial number of your Linksys device? the main one, sir, the one that is connected to your modem. Um, I'm from this mesh router, the main one. The serial number and the model number.
02:00
Speaker 1
I have a bottle. Uh the model number is, uh, William Henry W03V as in Victor too. Yes. The Linksys app off my, off my Apple phone. Um. Well, it did and I wanted to go back to, well, the Wi-Fi name I have on here,
03:00
Speaker 2
Okay, direct. And you have four Node slam with the same model number, correct? Uh huh. And when you set it, where did you set it up, sir? Is it on the app or you set it up manually? Uh, I see. When you set it up, sir, is it asking for you to change the Wi-Fi name and password earlier or change the SSID?
03:00
Speaker 1
And I have the password but uh and it's I guess it's asking me to change that I really didn't want to change it unless I have to, I can um no all I get well, I have the one that I currently use which is Coonhouse one. But below that which in other words, other networks uh the only one that
04:00
Speaker 2
All right. Can you check your your go to the Wi-Fi settings on your phone and see if you can find the network name we created? Not the default one. If you have, create a new name. Not the guest or. How, is there any other network name? Check.
04:00
Speaker 1
Recognizable. Would be that. VELUP setup. 8E1- guess. [silence] Say that again, please. I'm sorry. I didn't understand what you said. Okay. Yeah, I'm connected to Kilo Umbrella, Heaven, November, Heaven, O U is an Umbrella S is in Sam, E is in Edward, and the number one. So, Coon House 1. Yes. [silence]
05:00
Speaker 2
and what Wi-Fi name are you connected right now? Uh, what Wi-Fi name are you connected right now? On which Wi-Fi? [silence] All right. [silence] This is the network name you're created, correct? [silence] Okay. [silence] And did you turn off your [silence]
05:00
Speaker 1
Yes. You said you want me to turn off my modem or I don't know if you call it a modem or a router? Or you mean on my iPhone, turn off my mobile data? Okay. Okay. Now I've got my mobile data turned off. And my wi-Fi still is still working.
06:00
Speaker 2
Mobile data, sir?
06:00
Speaker 1
Please say that again. okay. This is loading setup experience. And this says complete setup. So I guess that's what I wanna do is just complete set up, correct? okay. Now it goes to that saying, it says, looks like you do not you are not connected to your new Wi-Fi. Please follow the steps above. And then it goes to step one, go to your phone settings and select your new Wi-Fi, which it gives me what that um what that Wi-Fi name [silence] you still talking right now, right? Yeah,
07:00
Speaker 2
ready access the link set's app again? Sir access the link's app again first close the app and then open it again, yes please yes please
07:00
Speaker 1
Um, so go back to not complete the setup. Okay. [silence] Okay, so I should pull the [silence]
08:00
Speaker 2
go back to the page, sir. there is there an option for you to not to complete the setup? [silence] yeah yes
08:00
Speaker 1
But quit set up, correct. okay. Now it says set up a new Wi-Fi network or manage your Wi-Fi. Uh, earlier it did, and I set that all up, but it gives me two options, uh, manage your Wi-Fi and the other option is to set up a new Wi-Fi network. Okay. Okay, then it asks you for email address and password. I can do that.
09:00
Speaker 2
Yeah, set up. Is there an option for you to log out on that page and then log in using your router password? How about manage your Wi- Fi? Is there an option for you to.
09:00
Speaker 1
Yes, there is. Yet, okay. Okay. And then it says start. Okay. And it says, it wants to know, first look under one of your nodes for the recovery key. Okay. And you're talking about on the mesh, right? Correct? Okay. Okay. Uh, let's see. It's way down in there. My gosh. Okay. Let's see. Let's see. Oh. Oh, god. My mind.
10:00
Speaker 2
Yeah. It should be the main node, sir? The one that is connected to your modem. Yes. On the mesh router, the linksys router.
10:00
Speaker 1
Okay, eight, six. Okay, now it says, we can't detect Internet. Please make sure you're connected to Wi-Fi with a working Internet connection and try again. But my Linksys router is showing blue and it's solid. All of my mesh units are blue and they're solid. So, it tells me I'm not connected. It's... I think it's saying I'm connected to inside here, but I'm not connected to the Internet is... is my guess. But, when I look at my, but when I look at my phone settings, it's saying I'm connected. I mean, I, and it's showing full bars but again, that's Wi-Fi. I guess, so like, I guess I could, if it's just Yeah, so I could run a, a speed test to see, see if I'm actually getting any internet. Would that be a possible Okay. Okay. Uh, we'll just, just try any website, right?
11:00
Speaker 2
Okay. I hear what you got. Yes. Hi! You can just access any application or open any application or website, sir, and check if the internet is working. Yes.
12:00
Speaker 1
Yeah, it came right up. Like, immediately. Yeah, let me, I'll have to, let me grab, I've got a laptop. And I'm guessing you're wanting, are you wanting to access the ethernet? Like, the actual ethernet connection? Okay. [silence]
13:00
Speaker 2
I see. Right. Do you have any laptop or computer so that we can access your router settings on the browser? [silence] Yeah, we will access the router settings and check if it's online and if it's connected.
13:00
Speaker 1
I'm just looking for an Ethernet connection. Are you going to want me to plug it into the back of the router probably? Oh, okay. I was I was looking around for for
14:00
Speaker 2
You don't need to start. You can just simply connect it on your Wi-Fi. Let me see. All right. So yeah, just simply connect it to the Wi-Fi or to the network you created. And
14:00
Speaker 1
Okay. Now I guess I have an ethernet connection right here. And you want me to connect it to the back of the router. Okay. Okay. Okay. Here we have. It shows that I am connected via the Wi-Fi.
15:00
Speaker 2
Tell me once you're. No, sorry. Your laptop should be connected to the Linksys Wi-Fi. You don't need to use Ethernet cable.
15:00
Speaker 1
[silence]
16:00
Speaker 2
All right, so you're connected already? Mm-hmm, all right. Give me one moment here. All right, so Kaimle, open a browser. All right, and then on the address bar, Kaimle, type in http.
16:00
Speaker 1
and I entered, okay, brought me to a linksus site. Uh, why am I getting a warning when I try to access my router settings in a browser? Your connection is not private.
17:00
Speaker 2
https: my router. Local. my router. Local. Yes. All right, what can you see on the page? Yes, can we continue? All right, what can you see now on the page?
17:00
Speaker 1
um, I'm using, oh no, uh, Google, uh, uh, okay, advance, gotcha from the nest, okay. I'm there. It's asking me to enter a recovery key.
18:00
Speaker 2
you, I'm using Chrome. Right, kindly. Click advanced advanced then proceed. to the page, to the Myrouter.local. All right. What can you see on the page? All right, can you, please input the recovery key? Yes, the mesh one, the main one.
18:00
Speaker 1
Okay, it says create a new admin password and hint. Oh, okay. Could I put in a new password
19:00
Speaker 2
All right. So, we'll kind of create your admin password or your router password.
19:00
Speaker 1
to enter a new admin password, correct? when you say password, are you not are you not talking about, you know, are you talking about the uh, G-Coonhouse1 or are you talking about just a different password? Oh, okay, so just create a new one. Okay, just one moment please.
20:00
Speaker 2
yeah, that's um, that's the password for your router settings, sir. Not for your wi-fi.
20:00
Speaker 1
Now it's given me a unexpected error. We've encountered an unexpected error. 2298. [silence]
21:00
Speaker 2
what's up some time last night on one.
21:00
Speaker 1
Okay, so just power down the router, Correct. Okay.
22:00
Speaker 2
Please bear with me. Right. Here's the next thing you need to do, sir. Can I unplug both the modem and the router from the power source? And then wait for 20 seconds before you plug it back in? You need to unplug it from the outlet, sir. Both the modem and the router. So the Linksys router and your Internet Service Provider modem. [ silence ]
22:00