V2 Rubric Detail — 30f25dc6-7410-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 23:13
Duration
29m 14s
Contact
Christopher Gutierrez
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135243
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall62.2% (+6.2)

V2 Grader Summary

The agent correctly identified the solid red light symptom but provided materially incorrect technical information by claiming the WHW03V2 is 'obsolete' and unsupported by a non-existent 'lynx CZAP' feature. This contradicts the KB, which lists the WHW03 as a supported model with specific manual setup and reset procedures. While communication and ownership were strong, the technical inaccuracy violates T3 and the OOW best-effort standard, resulting in a partial resolution outcome.

V1 Case Analysis

Customer (WHW03V2) reports solid red light, no WAN connectivity. Device out of warranty. Agent offered email with manual setup steps and optional $15 paid support.

Troubleshooting Steps
  • Verified solid red LED indicates no WAN connection from modem.
  • Asked about reset button press duration (customer held 5-10 seconds).
  • Suggested checking modem connectivity via wired laptop (not performed).
  • Explained factory reset returns node to default settings.
Key Observations
  • Agent incorrectly stated WHW03V2 'does not longer supports lynx CZAP for the setup procedures' — KB confirms WHW03 series is fully supported by the Linksys app.
  • Agent instructed customer to 'install your languages' — this is not a valid or documented step in any Linksys setup process.
  • Agent did not confirm modem WAN connectivity via wired test before recommending manual setup.
  • Empathy was minimal; no apology for inconvenience was offered despite customer frustration.
Positive Highlights
  • Collected full customer details (name, phone, email, device model).
  • Identified out-of-warranty status and communicated support options clearly.
  • Provided concrete next step (email with manual setup guide and video).
  • Offered refundable paid-support option per policy.
Agent Errors / Gaps
  • Falsely claimed WHW03V2 no longer supports the Linksys app — contradicts KB guidance.
  • Instructed customer to 'install your languages' — not a valid or documented step.
  • Did not explicitly apologize or acknowledge customer frustration.
  • Repeated paid-support pitch without first confirming customer willingness to try self-help.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the solid red light/no internet issue; offered emailed instructions or paid support but no confirmation of resolution or valid escalation path executed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested checking modem with laptop and mentioned 5-press reset, but did not guide customer through complete diagnostic sequence (e.g., verifying firmware, confirming physical connections, testing WAN handoff); troubleshooting incomplete before defaulting to paid support.
R3 Not Met Correct resolution path conf 90%
Agent stated device is 'obsolete' and no longer supports 'lynx CZAP' — factually incorrect per KB; WHW03V2 is supported via manual setup. This misinformation led to premature dismissal of self-service resolution, violating OOW best-effort standard by implying no free troubleshooting path exists.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified solid red light symptom, confirmed modem status with ISP, asked about reset attempts, and logically inferred possible configuration/provisioning issue.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote session, logs) available or required; agent appropriately relied on customer observation and standard diagnostic steps (modem test, reset behavior).
T3 Not Met No misinformation conf 100%
Agent claimed WHW03V2 is 'obsolete' and does not support 'lynx CZAP' — a non-existent term; materially false information unsupported by any KB. Per universal_factory_reset.md and universal_mesh_node_management.md, WHW03 is a supported model with specific reset and pairing procedures.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call, collected required details, maintained control, and transitioned clearly to next steps without losing direction.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, confirmed understanding of email address, and adapted to customer's pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, did not transfer, and committed to sending instructions without deflecting responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly stated she would email instructions and advised customer to check Gmail within 1–2 minutes, setting specific timeline and action.
O3 Met Closure confirmation conf 90%
Agent referenced warranty status from record and did not re-ask for model or serial number after initial capture.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and, given out-of-warranty status and lack of confirmed hardware defect, no escalation trigger present.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer frustration about repeated reset attempts or impact of losing internet; no empathetic recognition of effort or inconvenience.
X2 Met Tone & rapport conf 90%
Agent maintained calm, supportive tone, matched customer's speaking pace, and confirmed key information (email), keeping engagement.
X3 Met Overall experience conf 90%
Agent avoided repetition, captured email once, and offered to send instructions rather than requiring customer to perform complex steps during call.
Call Transcript15 turns · 16 lines
Speaker 2
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.
00:00
Speaker 1
Yeah, [ silence ] Yeah, Christopher, last name Gutierrez, G-U-T-I-E-R-R-E-Z. That's Christopher, the letter A and then 9071 at Gmail.com. [ silence ] 504-351-9212. Got it.
22:00
Speaker 2
thank you for calling links my name is Isabella and this is your first time calling you may have your first and last name please can you spell the last name please all right thank you and may i also have your email all right thank you lastly may i confirm your current phone number
22:00
Speaker 1
20J20, M33 B53458 model number is WHW033V2. Yeah, it's 20J20. M3353458 model number is WHW03V2. I'm sorry, say it one more time. Well, I guess one, but considering I have multiple nodes uh router nodes, I guess uh three in total.
23:00
Speaker 2
I see and how many Linksys device do you have how in your Linksys device do you have three you atlantic league this is our the mesh system, I have the serial number of the main node that you connect to your internet. and what's the model number? Al right, thank you. And who is your entry provider? um
23:00
Speaker 1
I don't have an insurance provider. My internet provider or insurance provider. Uh, spec Spectrum Spectrum cable and internet. Yeah, so, um, I contacted my internet provider already. Um, I'm having trouble with uh, I'm not getting any Wi-Fi at all. Um, my modem, they they, you know, troubleshooted my modem. My modem is online. It's working fine on their end. Um, but my Linksys uh, mesh node, the main one that I'm connecting to the router is not it's just not connecting to the modem. I just have a solid red light on it. I've already unplugged it, plugged it back in, reset it like, done a few things already and it's it's just not connecting to the modem. So, they told me they gave me your number and told me to call you and reach out to you. [silence] I pressed it and then I held it, I'd say, probably for five or 10 seconds or so.
24:00
Speaker 2
Okay, how long have you pressed the reset button? [silence] For your information, the solid red light means that yourLinksys devices are not receiving an internet connection from that modem. So, yourLinksys devices are only dependent on their connection to your modem aside from power cyclinging the system by unplugging it and and plugging it back in, the second option to that is to check that modem, if that port has a connection. You can use a computer or a laptop, connect it with a cable wire directly to it, so you can see it yourself, if that has an internet connection because theLightsys shows a red light. But since you've already pressed the reset button, uh, you know if if the light goes off when you press the reset button.
25:00
Speaker 1
Well, yeah like, exactly. Well, it turns off and then cycles through like, you know, blue, flashing on and off, on and off, and then eventually goes back to solid red. Mm-hmm. Uh-huh. Uh-huh. Right. Yeah, I went, I went through the linkisis app and I tried to like re I guess reset it up through the linkisis app and it just it's just telling me basically that it just doesn't have any connection to the internet. Mm.
26:00
Speaker 2
And then goes back to red? Mm-hmm. Yeah. Mm-hmm. Yeah, that that is because it was reset. So if you, if that's the case, it was factory reset. It goes back to its original settings, uh which means you need to install your languages now again. So, um we, yeah, that should be right. Sadly, this model is actually um already an obsolete. This does not uh longer uh supports lynx CZAP for the setup procedures. It will be manual. Right. So that's why, um, it, it doesn't work when you set up your
26:00
Speaker 1
okay
27:00
Speaker 2
Using the app, you can still use it, if you manage it through the app. but through setting it up, it should be manual. Like, you just have to press the reset button five times. So, I think what happened to your Linksys right now, it went back to factory setting, which you need to install it again. Um, but uh, if this goes back to solid red, after the manual setup, then that means you have to double check this modem. If this modem needs a reset from spectrum. Um, upon checking here on the record, it shows that it's ready to have been out of warranty. Uh, basically, for out of warranty devices, we don't have a free support. Uh, you have the option to proceed with a paid service that is $15. It's one time and refundable support over the phone, or we can send you the instructions for the manual setup through your email.
27:00
Speaker 1
Yeah, I mean, if you, if that, if, if that, if the instructions will tell me clearly how to, because you said it went back to factory reset mode, so essentially I have to, uh, reset it, but since it's out of date with the app, I can't use the app to do so, so you say I have to do it manually. Um, if the instructions tell me how to do that manually, then if you want to email me the instructions, then I can follow that and try to manually, uh, connect it, uh, you know, that way. Okay. Okay. And then if I do that, I have to pay for it, right? Okay. All right, yeah, uh, you want to double check the email, make sure you have the correct email. Yes. A geodical.com, correct. Yep, that'll be it.
28:00
Speaker 2
Yeah, that's a second option. Right. Mmhmm. Yeah. Mmhmm. Mmhmm. Sure. Yeah. Yeah, no problem. Yeah, no problem. I can email you that instruction. I'll include a video tutorial that you can follow, but in case if you need additional help over the phone, you have the option to call us back so we can go through the paid service. All right? Right. Yeah. Mmhmm. Yeah, this is Christopher A9071@gmail.com. Okay. All right. Uh [silence]
28:00
Speaker 1
All right. That sounds good. I appreciate it. Thank you. All right.
29:00
Speaker 2
I'll create the email first and after the call just wait for about a minute or two and check your Gmail, okay? You're welcome. Thank you for your time. All right. Bye.
29:00