V2 Rubric Detail — 2ead5208-70c0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:03
Duration
14m 0s
Contact
Richard Dillon
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00110205
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child Node Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp0.00/5
Overall43.2% (-12.8)

V2 Grader Summary

The agent identified the customer’s model and basic issue but failed to conduct meaningful troubleshooting or provide a resolution. While technically accurate in hardware specs, the agent skipped essential diagnostics and offered no next steps, leaving the garage connectivity issue unresolved. No escalation was warranted, but the call ended without progress.

V1 Case Analysis

Customer reports no internet in garage; all WHW03 mesh nodes show solid blue. Agent confirmed model and out-of-warranty status but provided no effective troubleshooting. Advised adding another node or range extender with incorrect technical claims. Issue unresolved.

Troubleshooting Steps
  • Verified model number (WHW03) from ticket record
  • Asked whether the garage node had been power-cycled
  • Suggested adding another node or a range extender
Key Observations
  • Agent provided materially incorrect technical information about WHW03 specifications (claimed 5 Gbps and tri-band; actual: 2.2 Gbps, dual-band).
  • Agent failed to perform basic troubleshooting steps (signal strength check, speed test, band verification, node reset).
  • No guidance provided for accessing router settings via http://192.168.1.1 or http://myrouter.local.
  • Agent did not address initial login issue mentioned by customer.
  • No concrete resolution path offered beyond vague hardware suggestions.
Positive Highlights
  • Correctly identified product model (WHW03) from serial number in ticket record.
  • Collected and confirmed customer contact information (phone, email).
  • Acknowledged out-of-warranty status and offered free technical assistance.
Agent Errors / Gaps
  • Incorrectly stated WHW03 is a tri-band 5 Gbps router (KB reference: WHW03 is dual-band, AC6600, 2.2 Gbps max).
  • Misrepresented node limits by suggesting >5 nodes without confirming model-specific constraints (KB reference: WHW03 supports up to 10 nodes, but agent did not clarify).
  • Failed to guide customer through proper node reset or placement check despite solid blue light not guaranteeing full functionality.
  • Did not verify Wi-Fi band (2.4 vs 5 GHz) or signal strength on customer's device in the garage.
  • Did not perform or suggest a speed test to isolate the issue.
  • Did not confirm if the garage node was online via DHCP client list or web UI.
  • Did not provide correct local access URL (http://192.168.1.1 or http://myrouter.local) for troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer reports no internet in garage; agent never provides a fix or confirms resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asks about power cycling and phone restart, then stops troubleshooting without checking signal strength, node placement, or admin interface.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identifies the WHW03 model and notes it's out of warranty, but jumps to recommending new hardware instead of first troubleshooting the existing setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies symptom (no internet in garage) and asks about node location and power cycle, but fails to ask about signal strength, interference, or check admin UI for client connection status.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (admin UI, remote session, diagnostics) used despite a diagnosable Wi-Fi coverage issue; agent could have guided customer to check node status or signal via myrouter.local.
T3 Met No misinformation conf 98%
Agent correctly states WHW03 is tri-band and that range extenders halve speed — both technically accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent asks questions but lacks clear agenda, uses long silences, and fails to control call flow or set expectations.
C2 Partially Met Confirmed understanding conf 86%
Agent uses simple terms but does not confirm understanding or adapt to customer’s confusion about signal bars vs. Wi-Fi icon.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stays on call, does not transfer, and attempts to answer all questions without deflecting responsibility.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow-up actions provided; call ends without direction.
O3 Met Closure confirmation conf 96%
Agent references ticket number, customer name, email, and model LTS 0011-0205, showing use of prior history.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation needed — issue is within L1 scope (coverage troubleshooting); agent attempts resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent never acknowledges customer frustration or expresses empathy; interaction remains transactional.
X2 Not Met Tone & rapport conf 90%
Agent does not adapt tone or pace; uses flat delivery and fails to engage customer after long silences.
X3 Not Met Overall experience conf 92%
Customer repeats model number and issue; agent asks to perform basic checks without offering to guide or simplify steps.
Call Transcript26 turns · 27 lines
Speaker 1
um, Yes, Carla, this is Richard Dillon. I'm trying to log in to my account, and I use a password manager, so I know what my password is, but it says that it's invalid.
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, please have your devices serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling linksys. This is silly. How may help you?
00:00
Speaker 1
No, I was trying to log in on the internet. I didn't think about, I do have the app. I didn't think about that. Well, the reason that I'm calling the reason that the reason that I'm calling is because I'm trying to find out what um if you all have a record of what my what my um type of link sys um what model I have and then trying to figure out why I'm not getting internet out in my garage. All of a sudden, it's not working.
01:00
Speaker 2
OK, so you're trying to like access or log into the Linksys app or, or to the Linksys, add OK, there's
01:00
Speaker 1
Alright, I have, I believe I have, I have one LTS 0011-0205. That's correct. That is one of my routers. I have a four mesh system. That is correct.
02:00
Speaker 2
Alright. Um, so to check the model number of your device, um, you can check it on the device itself. Um, Okay. So again, that's LTS 00110205. Okay. Okay. Let me just check. Uh huh. So I was able to pull up a record here under that ticket number. Again, it's under Mr. Richard Dillon, D-I-L-L-O-N and then your email address is dillonrr@Gmail.com.
02:00
Speaker 1
That that is all correct. Yeah, I mean it's I I I have four nodes and they all have blue lights but when I'm out in my garage it says that my internet is I I don't have internet access. I do. And the light is blue. It it it is blue. All of my nodes are blue, so I don't know what the heck is going on.
03:00
Speaker 2
Hi. What's your callback number? 9-85-78-80-568. Okay. And your main concern right now is no internet connection on the garage area, right? Yeah. Okay. Do you have a node that is on the near the garage? And what is the color of the light and the light is blue? [silence]
03:00
Speaker 1
That is correct. I was trying to use my telephone to do a search on on Amazon and I couldn't even connect to Amazon. It shows that it's connected at low rate of 2.4. I don't I don't get I don't get 5 gigabits out there. I only get the 2.4.
04:00
Speaker 2
But if you're like on the other area of the house, the internet is working. Okay. Um, you use your uh like computer or phones on the garage, right? Yes. That's the way thing is connected. And um, it shows on your Wi-Fi that it's connected, right? Have you tried um like turning um, but the nodes that is connected, there is a node that's situated on the garage, right? So that like that area that doesn't have internet connection. How far from the? That's like. Okay. Like, um, have we tried doing a power cycle on the node that is near the garage? But if you're going to go to the near the, uh, near the nodeser, do you have internet connection? The one
04:00
Speaker 1
No, I didn't try that. This week.
06:00
Speaker 2
Okay. Have you tried like doing a power cycle or turning off turning on on your phone? [silence] Okay. Um... [silence] Again, sir, this was working before. It just suddenly stopped. When did you encounter this problem, sir? When did it started? Yes. That's the first to one.
06:00
Speaker 1
Speaker1: Look. No. No. Speaker2: No, I'm not. I'm in my house because I couldn't get couldn't make a telephone call out there. Speaker1: Yes, yes, yes. I did it, and plugged it back in. Speaker2: Yes, I did do that, but I didn't do it on my phone.
07:00
Speaker 2
Okay, was there any like outage when you encountered this problem? There was like, are you in the garage right now, sir? and at the same time, I think they have any other sir? No. Okay. But you- I guess so you haven't done any like power cycle of the node that is on the same um, the one that's near on the garage. Yes, sir.
07:00
Speaker 1
I did do that. I did do that, but I didn't turn my phone on and off. Correct. I did turn it off and turned it back on. Yes. I haven't checked that. I'm not even sure how to check that. What, doing a speed test?
08:00
Speaker 2
Okay. You may try to do a like, um, on and off the Wi-Fi on your phone, sir. And then try to like, um, the Wi-Fi on your phone. What is the signal strength that you are receiving from the from the, uh, node server when you're on the garage? How's the signal? You can, um, check it on your, um, um, on your phone on how many bars that you.
08:00
Speaker 1
test. Well, I only get bars if I'm connected to to my cellular when I'm connected to Wi-Fi. It shows a Wi-Fi emblem. I only have one, I only have one phone. I do, but I typically don't take it out there. All right, answer it.
09:00
Speaker 2
No sir.
09:00
Speaker 1
All right. You know what, it's, it's, answer me a question. Are you able to tell what model Lyncess I currently have? Okay. I have four of them. Can I connect another Lyncess router to, to the net, to the mesh system I currently have? And which one should I connect? [silence] What did you say the model number was for me? Let me write it down.
10:00
Speaker 2
and yes okay um based on the record that you have sir the model number of your router is a WHW03 um yes sir Um, you may try to, since you have like already an existing, um, mesh network, you may try to, um, use this, um, same model sir. If you can still check it, um, you can, um, still available in the market, like in your local store or in Amazon. Um, WHW03.
10:00
Speaker 1
w HW 03. And I can and I can connect and what is what is the max speed for that router? Is that a 5 gigabit router? All right. All right, I'll check. Is that what you're looking for? Okay. Thank you. You mentioned a CST off and then must that be 5 gigabit? [silence]
11:00
Speaker 2
yes, yes, this is already a, actually, sir, this is a tri-band router, okay, it has 2.4 and 5 GHz, okay, you can check that and you can add it onto your current network, and let me just also inform you, sir, um, with the status of your current linksys nodes, the WHW03. This is four notes that you have that's already um, like out of warranty, okay, but um, in any case, you will be adding a new, uh, notes or, um, since you just bought that new node, we can still provide, um, free technical assistance. Or no
11:00
Speaker 1
All right. Now, now, now I see that there's a WHW03 v2 and a WHW03 01. Are you are you able to tell go ahead. What? What is the maximum number of nodes you can connect together?
12:00
Speaker 2
the version is just the same with the W H W 0 3 the one that's W H W 0 3 0 1 it's like 0 1 stands for like one device in a pack because there are devices that has like three devices in one pack so that's W H W 0 3 0
12:00
Speaker 1
[DOWNWEIGHT] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] all right now what about what about the uh the linksys voy uh um um uh extender does that work with the system or do I just need to add more nods okay alright so I so I definitely want to go with additional nods alright alright thank you you have a wonderful day
13:00
Speaker 2
It really depends on how big is your house, sir. OK. Um, then also you may like properly arrange the nodes so that there will be no congestions of the signals. But you can have to like more than five, actually. But again, it really depends um the area of the house. A range extender will work on this, sir, but it's the same thing. The range extender will cut the the speed to half. Um, yes, sir. You too, sir.
13:00