V2 Rubric Detail — 2c4a00c8-7936-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:28
Duration
22m 58s
Contact
Rhonda Bordelon
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135939
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.86/5
Overall52.1% (+10.1)

V2 Grader Summary

The agent maintained ownership and appropriately supported an out-of-warranty WHW01 system but provided materially incorrect technical guidance by instructing the customer to use the 5-press method as a factory reset, which contradicts the KB. Additionally, the agent failed to use the router's admin interface to verify connectivity, leaving the issue unresolved. While the agent demonstrated good rapport and ownership, the technical inaccuracies and lack of verification resulted in an ownership gap.

V1 Case Analysis

Customer reports WHDB01 Velop mesh (WHW03) offline, solid red LEDs. Performed power-cycle, 5-press reset, attempted to connect to default SSID (Velop Setup 0FB) – still no connectivity. Device out of warranty; no replacement offered.

Troubleshooting Steps
  • Verified ISP status (modem online per ISP).
  • Guided power‑cycle of modem and router.
  • Instructed 5‑press reset on parent node.
  • Provided default SSID (Velop Setup 0FB) and password location.
Key Observations
  • Agent did not verify internet connectivity after the reset because the customer lacked a computer.
  • Customer was unable to join the default Velop Setup SSID despite multiple password attempts.
  • No clear next‑step, callback, or escalation was offered before ending the call.
Positive Highlights
  • Collected warranty information and clearly communicated out‑of‑warranty status.
  • Guided the customer through a power‑cycle and the correct 5‑press reset procedure for WHW03 nodes.
  • Attempted to verify ISP connectivity and explained why a direct modem test is useful.
Agent Errors / Gaps
  • Repeated misgendering of the customer (referred to as "ma'am").
  • Did not confirm whether the default password was entered correctly or provide the exact password.
  • Failed to schedule a follow‑up or escalation despite the issue remaining unresolved.
  • Provided vague status updates (e.g., "solid green" instead of the expected "solid blue" for a ready node).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never regained internet connectivity; agent did not confirm connectivity after reconfiguration attempts and call ended mid-setup.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided power cycling, identified OOW status, and initiated re-setup, but failed to verify WAN connectivity or complete node re-pairing.
R3 Met Correct resolution path conf 97%
Agent correctly identified device as out-of-warranty, explained no replacement possible, and proceeded with best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified solid red lights and no internet, asked about ISP confirmation, but skipped key diagnostics like checking WAN cable or port status.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use router admin interface (http://myrouter.local) to check logs, WAN status, or DHCP clients despite needing to confirm connectivity.
T3 Not Met No misinformation conf 99%
Agent instructed 'press reset button five times' as a factory reset method; however, per universal_5press_models.md and universal_factory_reset.md, the 5-press method is for diagnostic escalation/pairing, while a factory reset requires holding the button for 10-20 seconds.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained general direction but had long silences, unclear transitions, and reactive rather than proactive control during setup phase.
C2 Partially Met Confirmed understanding conf 90%
Agent used accessible language but repeatedly misgendered customer (‘ma’am’) despite male name, and used unclear phrasing like 'race a'.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, and continued troubleshooting despite OOW status and customer frustration.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (connect to default SSID, bring nodes close) but provided no timeline or follow-up plan if issues persisted.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed; issue was within L1 scope and agent made reasonable effort to resolve without exceeding authority.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed understanding multiple times, acknowledged customer’s effort, and remained patient despite setbacks.
X2 Partially Met Tone & rapport conf 85%
Agent showed empathy but mismatched tone with repeated misgendering and slightly condescending remarks about reset misuse.
X3 Not Met Overall experience conf 94%
Agent dismissed iPad as insufficient, required ladder climbs for each node, and made customer repeat reset steps unnecessarily.
Call Transcript29 turns · 34 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi, my name is Ron Bouldersonalight. I have, um, a Lynx this, it's the Lynx this home, whole home wi-fi system and over the weekend, it just went out. I've unplugged it. I've reset it. I've done everything I can, I think. [silence] and cannot um get anything back online and when I go to my lynx app it's asking me if I want to continue connection which I can't do because I have no kind of signal or anything and it's just going through the search process um AC 1300 3 pack velop dual band whole home Wi-Fi 5 system that's what you're talking about sure I gotta climb a ladder to get up there but if you give me a
04:00
Speaker 2
Okay. What's the model number for the links device? Okay, that I believe, what's the product description? Can you try to look for the exact model? That is not exactly the model. Can you try to look underneath the device itself?
05:00
Speaker 1
A second, I will. Why isn't it just on a box that's sitting in front of me? Yeah. Three. No, let me go see. They really should make this convenient for people. Yes, there's three serial numbers. Which one? Any of them. 25F, Frank. 13M, Michael. 39B, Boy. 21486. [silence]
06:00
Speaker 2
Since you have a, how about, um, you said that you have a whole home mesh system, right? So how many links this device do you have in total? How about the other ones? Are they also put in the higher places? I believe that they're a serial number on the box as well. Can you try to check? Because that that will really help. okay, can you try to give me one? Yeah. [silence] [silence] [silence]
06:00
Speaker 1
[silence]
07:00
Speaker 2
as per checking here on our system, it shows that the device that you have is a WHDB01 model. You have three of them, WHDB01 model. This is one of our first generation of mesh system. So, who's your internet service provider? What's the light indicator of the note right now? solid red all of them. So before you unplug them, it's all red. Okay, all right. Anyways, just to verify, your name again is Ron Badawil?
07:00
Speaker 1
Yeah. you can't even tell me how to reset it? okay well I already ordered a new device so I just want to see if these will work again because like I said it's um you know it's when you have something and you hope it works forever and they don't I know not everything works [silence]
08:00
Speaker 2
Can you confirm your email? Is it R. Bardown 9 at TARLE dot net? To first, I just wanted to set your expectation that our record indicates that this device that you have is already out of warranty, which means that the warranty coverage when it has expired. We can still be able to provide you technical support, but if in case that the device is deemed defective after we exhaust the troubleshooting, there will be no replacement.
08:00
Speaker 1
you'd still like it to. it's been off all night long I just plugged it in this morning. yeah, we did that yesterday with my, we did that yesterday with my cable system. so you want me to do it again? cuz I did call Trailer yesterday.
09:00
Speaker 2
Just to verify, just to verify miss ron there. Have you tried to power cycle your links S device? Like turn off and on. Okay. Um, let us do the power uh cycle reboot m for both the modem and the router, which means that we will turn off both the router and then the modem. So turn off the router first and then amend them. Do you have a computer? Okay. Well, if that's the case, um, we, just to set your expectation normally, your main concern is that you don't have internet connection. [silence]
09:00
Speaker 1
Yes, my modem is online. [silence] I know my modem is online because spectrum told me they see it. [silence] My internet people told me they see it.
10:00
Speaker 2
Connection you called your internet service provider and I believe that they say that they are they can see on their end that they are sending signal to your modem and your modem is receiving it. The thing that we need to confirm is that. Yes. The thing that we need to confirm Ms. Rhonda is the connection that is coming out from the modem. So we need to check that by connecting a device directly to your modem. That's why I ask if you have a computer because you will be the one to do that. We need to connect directly to your modem to confirm if your modem is online. But since you don't have a computer then let's, Okay, I understand. I understand that but the most efficient way to confirm that is to connect computer directly to the modem device. Now since we don't have that,
10:00
Speaker 1
We do have an iPad. Disconnected everything, waited, plugged it back in and it didn't work so I reset the power button at the bottom where it says to hold the reset button. It blinks three times then it blinks red in a lighter light and then it shuts off.
11:00
Speaker 2
Just to set the expectation that we may need to access to settings of the router and perform some necessary troubleshooting and we need a computer or an iPad to do that because if you will use phone phone provides limited access of the router settings. Do you have an iPad if you don't have a computer then? Okay. When you do the power cycle uh yesterday how exactly did you do it? [silence]
11:00
Speaker 1
Well, I went through a set with my internet provider and then they couldn't help me so I was trying to do things on my own. I did all of that. I took the box out. I Google-ed how to reset my Linksys system and I put in the model number and that's what came up. Okay. I don't know how to reconfigure it.
12:00
Speaker 2
Okay. So you did the troubleshooting or did your internet service provider told you that? [silence] Ok. You just to verify after you did the reset, did you try to reconfigure it because technically after the reset is done, the router will revert back to its factory default, which means a reconfiguration is a necessary step. Ok. Well, if that's the case, can you please confirm if the router is successfully reset by checking your Wi-Fi settings and looking for the default SSI of the router.
12:00
Speaker 1
And what am I looking for under my Wi-Fi I'm looking for that. Um, yes I have set up and, I shouldn't have three of them, only two of them showing up. That's okay. Oh I got it all set up. I'm coming. I'll put it here so I can get to it. Okay so what do I? [silence]
13:00
Speaker 2
or the default network name of the router. So that's going to be Velop Setup 0FB. Yes, Wi-Fi settings. Not on the Lynk system Wi-Fi settings of your phone. Okay. Well, if that's the case, let's just perform the setup process then. On the device, can you please press the reset button five times within five seconds? I'm so sorry because you you said that you have to climb a ladder, right to do that?
13:00
Speaker 1
What do I need to do? Press the reset button five times. Red. I guess it's right. It almost looked pink. Okay. Now the light's white or yellow. I'm not sure what color it is.
14:00
Speaker 2
Okay. Well, the yes, yes, what's the light indicator of the router right now? Solid red, okay? Okay. We'll do the five press then. Uh, it's gonna be like this, press release one. Press release two. Press release three. Press release four and press release five. Okay.
14:00
Speaker 1
Guess that's white, [silence] okay, one of them just went away. [silence] just came back. [silence] Oh, gosh, [silence] ouch, [silence] Okay, now it's green. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay.
15:00
Speaker 2
so it's solid green now it's gonna stay solid green while we're waiting i just wanted to uh next time ma'am i just wanted to set your expectation that the race a is not not really recommended as the first step of the troubleshooting process because it's gonna create a way worse um scenario like this ma'am when you did the reset ma'am it reversed your router to factory default so it means you will not really get online ma'am unless you perform the reconfiguration process that's why we don't recommend it right away just power cycle if it will not work then if you can call your internet service provider that's good we appreciate that that is a necessary step but just give us a call back if you don't
16:00
Speaker 1
[DOWNWEIGHT] Okay. I and that (ago) and that's fine but I did call my internet provider and they will not do anything with my routers because it's not their equipment and y'all were closed yesterday yeah and y'all were closed yesterday so I had no option and had no idea but for future use I'll keep that in mind but like I said I did order a new system and if this one does not green.
17:00
Speaker 2
don't know nothing after the reset. Reset man is only recommended if you know how to reconfigure. But most of our customers only know how to reset, but doesn't know how to reconfigure. That's why we do not recommend it really. Okay? The next time do not do that. They are right, ma'am. Thank you, ma'am. I understand. Okay, well, now did it stay solid blue or green? Okay, try to connect to the default Wi-Fi name of the router, man. That's going to be BELUP set up 0.
17:00
Speaker 1
0d EF. I have 0d EF. Okay. [silence] Zero zero E- Edward, seven. 0. Yes.
18:00
Speaker 2
Hi, yeah, zero zero FB. uh, what's the, why fight, ma'am? remind me, is it 00 D7 or 00 BF DF? Okay, so can you see that network now? Okay, try to connect to that network and use the password that's under that note.
18:00
Speaker 1
Okay people, five, five. Unable to join. Okay, wait, I'm gonna have to, I gotta make sure I'm getting this right. C-J-V, okay. S X 58 R 0. Let me do this again, cause I don't know what's saying now but CJ B K S X 58 R. 0. Okay, it has a check next to it. And is this what I would have to do with each of my nodes? I mean the bad thing is I can go online no matter what. um okay.
19:00
Speaker 2
Okay, very good. Now try to check if you can go online, please. Uh, we will- I will walk you through the steps on how to set them up, ma'am. Okay? For now, just confirm if you are online, so we can proceed in adding your child nodes. Okay, how about this one, ma'am? Let us proceed with adding your child node. Okay, bring your child nodes right next to the main one. So, it's good, it should be within five feet of the parent node, the one that is solar trained, bring them the other nodes near them, near that node five feet up or within five feet, power them on. Okay...
21:00