V2 Rubric Detail — 3a1e602c-75bc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 02:17
Duration
24m 45s
Contact
Edgar Bustamante
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135597
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall39.4% (-6.6)

V2 Grader Summary

Technical progress was made in verifying modem functionality, but router-specific diagnostics were omitted. The agent showed effort but defaulted to ISP too early, failed to use available tools, and left the customer repeating steps without resolution, resulting in an ownership gap.

V1 Case Analysis

Customer reports solid red LED on WHW03V2 router, no internet via PlayStation. Agent confirmed modem works but did not diagnose router or provide fix. Follow-up needed.

Troubleshooting Steps
  • Confirmed ISP (Spectrum).
  • Collected model and serial number.
  • Advised connecting PlayStation directly to modem via Ethernet to test internet.
  • Confirmed modem provides internet access.
Key Observations
  • Agent correctly identified the need to isolate the modem as a first troubleshooting step by testing direct connectivity.
  • Agent failed to interpret the solid red LED on the WHW03V2, which per KB indicates a hardware or boot failure requiring reset or replacement.
  • No factory reset was performed or advised despite red LED and persistent issue.
  • Warranty status was mentioned but not verified, and no escalation path was offered.
  • Communication was disorganized, with repeated instructions and lack of empathy during customer frustration.
Positive Highlights
  • Agent correctly identified the need to test modem connectivity directly by advising a wired connection from PlayStation to modem.
  • Agent collected model number and serial number accurately.
  • Agent confirmed ISP (Spectrum) and acknowledged their involvement.
  • Agent correctly guided customer to test wired internet connection on PlayStation.
Agent Errors / Gaps
  • Failed to interpret the solid red LED on the WHW03V2 — per KB (led_intelligent_mesh_consumer), solid red indicates a hardware or boot failure requiring power cycle or factory reset.
  • Did not advise or perform a factory reset on the router, which is a standard step for red LED and unresponsiveness.
  • Did not check firmware version or suggest update, which could resolve boot issues.
  • Provided irrelevant explanation of WPS for a wired connectivity issue.
  • Did not verify warranty status despite customer mentioning device age (~2 years) and agent referencing 3-year warranty.
  • Failed to escalate or set a callback despite unresolved issue and potential hardware fault.
  • Did not confirm whether the router was ever successfully reconnected or tested after modem verification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call telling customer to reconnect router after verifying modem, with no confirmation of router functionality or resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to test modem via PlayStation (valid step) but did not proceed with router-specific troubleshooting like power cycle, LED check, or admin access.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledged device age (~2 years) and 3-year warranty, showing awareness, but did not complete verification or offer best-effort troubleshooting when path was uncertain.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (red LED, no internet) and asked about ISP/modem, but missed router power-cycle, firmware, LED meaning, and reset history.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not instruct customer to access http://myrouter.local, check admin interface, suggest factory reset, or use 5-press method (valid for WHW03v2) despite tools being available and relevant.
T3 Partially Met No misinformation conf 87%
Correctly explained WPS and wired test need, but gave unclear instructions (e.g., 'set up wire line') and failed to clarify modem standalone capability for DHCP.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but lost control during customer frustration and multi-party confusion, failing to reframe or regain direction.
C2 Partially Met Confirmed understanding conf 83%
Used simple terms but introduced technical concepts (WPS, Ethernet) without confirming understanding; did not adapt to evident stress.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Stayed on call and guided testing but defaulted to ISP responsibility too early without exhausting router diagnostics, undermining ownership.
O2 Partially Met Proactive follow-through conf 85%
Provided vague next step (reconnect router after modem test) with no timeline, follow-up, or commitment if issue persisted.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; agent was still in initial diagnostic phase.
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 87%
Agent said 'I'm sorry' and 'no worries' but did not explicitly acknowledge customer’s prior 1h40m troubleshooting or repeated effort; empathy was generic.
X2 Partially Met Tone & rapport conf 85%
Remained calm and professional despite customer’s outbursts; adjusted pacing slightly but did not actively check comprehension or simplify steps during stress.
X3 Not Met Overall experience conf 93%
Customer repeated serial/model multiple times and performed redundant tests (cable swaps, alarm check) that clearer guidance could have avoided.
Call Transcript34 turns · 42 lines
Speaker 1
We'll practice here. Where you going? Where you going? Where? Hi. Yeah, I'm calling because I'm having trouble with my Linksys. It shows keeps showing just a red button. And in the beginning, I thought it was my modem. So I went to go switch my modem at Spectrum. They show me everything's connected from their end. So
00:00
Speaker 2
welcome to link. as 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.link. s.com. Please have your device serial number ready. for assistance, press 1 now. for out of warranty, Please have your device 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. Thank you for calling link. this is Deppy, how can I help you?
00:00
Speaker 1
I don't know. I think at this point it might be my router. I just sort of need some help. Yeah, this is my first time calling. Sure. Sure? Sure. Absolutely. So the model number is going to go ahead and be, wait a second, where is that information? Model number is going to be W as in will, H as in Harry, W as in will, 03 and then it also shows V2. V as in Victor and then the number two. So your number is going to be 20 J as in Jerry, 20 60 B as in boy, 85 31 66.
01:00
Speaker 2
OK, sir. So, I tried to search for your record using your phone number, but it shows no record found. If, is this your first time calling? OK, can I have the I model number and the serial number of your Linksys device? Just try to look underneath it. Okay, serial number.
01:00
Speaker 1
20J 206 0 B 853016 Edgar Alexis Perez Bustamante Edgar. Yeah. Edgar. Edgar A Perez.com. Edgar. Yeah. So we Edgar.com. So emphasis on the
02:00
Speaker 2
okay two zero J for John two zero six zero B is in uh bravo eight five three one six six right no [silence] yes that's right okay and can I have your name sure please [silence] I'm sorry your first name is Edgar okay and uh last name is Bustamante all right what about your email address sir a Perza uh okay [silence] I'm sorry your first name is Edgar okay and uh last name is Bustamante all right what about your email address sir a Perzo.
02:00
Speaker 1
Yeah, I just got off the phone. Yeah, I just got off the phone, we were together for like an hour and 40 minutes trying to troubleshoot it. Uh, you know, and then it turns out that um, you know, like just to be on the safe side, they gave me a new modem and then we were troubleshooting that. So at this point, we've done everything we can from their end. What? Come again?
03:00
Speaker 2
Okay, Edgar A. Perez. All right. And who is your internet provider? Spectrum. Did you check with the Spectrum regarding your modem? Is your modem working? [silence] Okay, but you have active internet connection with your modem already, right? Right now, you're able to go online with just the modem without links. If you're able to go online. [silence]
03:00
Speaker 1
I mean, I wouldn't know there's I wouldn't know because all I do is this connected to my modem. So, I I don't know. I do. Uh, you know what? The thing about it is that my computer is a home computer and my router is like outside. Uh So, I don't I don't have any devise to double check on that.
04:00
Speaker 2
You're, you you have a computer, do you have a computer, available? Did you try to connect the computer straight to your modem? Okay. All right, because uh yeah, because there's a need for us to make sure that you have active internet connection with the modem, Edgar. Um, and to verify that, we need to like hard wire a computer. I thought you'd done that already with Spectrum, but that's okay. Um, yeah, but they, they, they, they've uh said that you have the
04:00
Speaker 1
I have ... I have a ... I have a PlayStation, so do you want me to try that? Okay, one ... one ... I bought it at Bed Bath, maybe like two years. yeah. yeah, I think so, more or less, I bought it at Bed Bath. I don't know. I'm not too sure. I'd have to check on that
05:00
Speaker 2
Active internet connection with the modem. The modem is fine, right? Uh, we can try to connect your PlayStation straight to your modem and check if you're able to connect that way, if you can hard wire the PlayStation. How many links in device do you have after? How many WHW03? You had this device for two years. Do you still have the receipt?
05:00
Speaker 1
I mean, I could, uh-huh. Yeah, I just turned on my PlayStation right now. I want to see the rewards.
06:00
Speaker 2
yes because the warranty is good for three years for this particular device now if you yeah if you have this for two years we can validate the warrantees sir but we need to have the uh proof of purchase to validate that
06:00
Speaker 1
uh OK let me I'll connect straight from the device to my my to my playstation mycket sonido gonna check if there's internet connection Just check if there's Internet. I don't know how you would check, but just check. I connected it straight from the back. Huh? No. How do you know? All of that. All of those would have should checked out. Okay, so yeah, no it's not working. It's not. you have your computer, the computer that Amy gave you, cuz they have an Ethernet connected? Sure. Bring it. My son is telling me that no, it's not. So do you think it might be the modem?
07:00
Speaker 2
Okay. I'm sorry, is it working or it's not?
08:00
Speaker 1
[loud laughter] [silence] yeah that's what I'm thinking too and it's not it's not working uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh uh says the DNS server is coming hey Jaden but you're on wi-fi because it has the name Bustamante and we're not doing wi-fi. We're doing straight from the modem. Does that one have an ethernet cable? [silence] now these computers don't have it huh? yeah like go back because you're on the Bustamante wi-fi and we're not on a wi-fi that's the reason why it's not working go go uh check uh from straight from the modem go back click set internet connection. set up uh set up a wire line exactly uh which one would it be [music]
09:00
Speaker 2
Okay. Yes, because if the modem is working, sir, you should, you should be able to go online using the, uh, using your, um, PlayStation. Uh. Check the Ethernet or wired connection. Use the, uh, the Ethernet. Use the wired connection on your PlayStation.
09:00
Speaker 1
It's because uh it was it was connected the reason why i said failed is because it was connected to the router the Bustamente so obviously it shows failed because it's not working but right now so uh i'm not using it anymore what does what does what does WPS mean what if okay so go back, Jayden. Jayden, just listen to my instructions. Go back. Okay, there is a setup manually.
10:00
Speaker 2
Well, if if the PlayStation doesn't have an ethernet um option, then just choose ethernet. Uh, it should be automatic. You may check the network settings on your PlayStation and uh uh check the type of connection. WPS that's for the Wi-Fi. It's a it's the Wi-Fi protected setup button on the uh on the router. So that's for the wireless. That's [silence]
10:00
Speaker 1
and set up wire line, wire line. Please set up wire line, Jason. No, click go back. Didn't you set it up already in the top? Click on it. Perfect. It says connecting to the network. Let's see what we get. What else uses an ethernet while that's connecting? It can't obtain an IP address within the time limit. Okay.
11:00
Speaker 2
I think you need to set it up as a wired line, since you're trying to connect it with a cable.
11:00
Speaker 1
Click do manually, set up, choose a setup manually use cable use a land cable there you go and then it goes connection name okay, automatic, automatic, default, no proxy click done, she's connecting to the network. okay I think it was automatic, setup manual there we go and now it's connecting. it's trying to connect right now, you know what is connected to the to that as well. You know what I just thought of? The alarm, the ADT is connected to the ethernet. So now that I think about it and I'm reading about it, what I'm gonna do is, I'm gonna connect. It ain't connect, right? Okay, so this is what I'm gonna do. Okay, disconnect it. So what I'm gonna do now is I'm gonna do that one, which is that cable connecting to the ethernet. Okay, give me one second. What is the same in the alarm? Okay, give me one second. That one, we don't we don't really know how to move it, so that one it doesn't really show, but I have an alarm system connected and so let me see what it says. This one, I just wanna make sure that it says Wi-Fi. It has my my my Wi-Fi so. Okay. [silence] [silence] [silence] Yes. tools. Wi-Fi. Wi-Fi settings. there we go. scan for net, manually connected to the network. WPS. security. scans for net working. Oh, that was not even going to show me. I saw. Hi. There you go. So like it's no longer giving me the Wi-Fi. So let me see if I can connect my, okay, give me one second. I'm gonna connect one more thing. Hopefully this one, this one's gonna give me an idea whether it's working or not. So this is my actual alarm system. If I connect it right now, and it's connected to the alarm, this is gonna give me a good idea of whether it's picking up signal or not. At this point, I don't even know what it is, if it's my router. scan. What is that? Yeah, but it's just... I don't know, you know? Can we have fucking access to Ethernet? Huh? Don't... You don't have that anymore. Everything's all Wi-Fi. You don't have a computer, right? No. Where do you have same shit on PlayStation? Oh, wait. Yes, this. This can actually going to. This is the Ethernet. Yeah. Here just... Oh. Yeah, fuck are we gonna do it, huh? [silence] Uh, we're trying to figure it out. We're gonna do one last thing, which is a home computer. We're gonna have to take it over there Jan. Bro. Because this is the only way we're gonna find out whether it really works or not. We're gonna have to bring the computer in there everything. So, I can turn on. Law.
12:00
Speaker 2
Is it working? Okay.
16:00
Speaker 1
Or I could bring the Wi-Fi over here. We can do that. Okay. Oh, give me one second. We're gonna try one last thing, okay? Yeah. Well... Oh, boy! Okay. All right, so yeah, it's not the modem. It's the router. We successfully connected it to PlayStation automatically, funny enough, you're gonna laugh you're gonna laugh at me or or my my son, but we didn't check the cable in the back and we never connected it to the uh... I'm into the PlayStation. So, other, other, yeah, other, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, yeah, I'll put it in speaker. And then watch. As soon as I got connected, it makes a sound. watch. hear that? And it's a cable is connected. You're going to play on the internet. I mean, on the internet, just to verify. Actually, it's checking, right? Go back. Checking. Where's it connected? Checking, checking. Click on it. No, right? Go to, go back. Like if you're going to be downloading something, download a game. Or do an update. because updating you need Wi-Fi, you need internet, right? Yeah, you need the internet. [silence]
17:00
Speaker 2
Okay, so the PlayStation is able to connect to the Internet using your modem. Okay.
18:00
Speaker 1
oh okay you're gonna play online yes we need something that has to do with online okay he's just gonna be on the safe side he's gonna try right then playing offline yeah okay yeah let me try it out give me one second now let me just disconnect my computer and everything one second okay let me just move all the cables it didn't work out oh my god you know what like I'm glad that we're checking while I'm doing this my son is telling me that there is no internet connection it says retrying mm
19:00
Speaker 2
Okay. All right. Yeah, that's okay. That's okay, sir. Edgar. We just need to make sure that the the internet is active there. No need to test something. So, here's the thing. Can we connect the the modem back to the Linksys? So, make sure it's connected to the first fort. Okay. Right.
19:00
Speaker 1
Go back. Yeah. Let's go to, no. Yeah. He's going to check on YouTube right now, just to be on the safe side, but it seems like, yeah, no internet connection available. Go back to the settings. But it said LAN connected. uh, like, wireless. Start test? There we go. He's starting the test right now. OK, so they said checking, obtaining IP address, internet connection. Thanks for your patience. It seems like, he's obtaining the IP address.
20:00
Speaker 2
there's no internet again on the PlayStation. if that no worries. yeah, it's just that we need to make sure that you have the active internet connection with the modem, because the router relies on your modem. so
20:00
Speaker 1
makes sense makes sense I say SVL J curveback you know how you created to LA in one the first one go back to the first one maybe it's there but back to the first one yeah forget it actually forget both forget both and let me connect it and connect that again and see if it just connects all right so there's nothing anymore right right yeah there's nothing connected again and then set up wired line there we go click on it manually no but click set up wired line cuz that one's in Ubble click connect network not unless it's the fucking cable cuz right now I made a sound and then right now it's not making a sound anymore.
21:00
Speaker 2
If there's no Internet on the modem, then the router will not work too. This is why we need to make sure... Yeah.
21:00
Speaker 1
So, we set up the Wildland people but didn't manually I'm a cancer. These ligric. it would have taken them to you. Well, you know, I earlier it made a sound and I was on Mickey kind of. I didn't know. I was set up manually. Set up manually. You actually. Yeah. Thanks for your patience. We're like testing it out. This is this is no fun, but we're doing it. You see how earlier I made the sound and I showed it connected. It didn't do it this time. So I'm starting to think it might be the cable, right? right. cable side. There might be. Let me disconnect it and connect it again. Hold on. Something went wrong. Let me connect it again. Would you be a thing that people could get down? There you go you see all the needเคพเพอส connected there you go so click on that one the person check You can click on it running just searching literally what's it's protected this okay So this is this is the way we're really gonna find out right now whether it is or not Right because it made a sound and it's checking We're all a.m. one real Yeah it's gonna be the modem m yeah it's gonna be the modem Yeah it's gonna be it's gonna be my modem I think cause I doubt it's gonna be the cable Yeah I think uh hello Yeah I think it's gonna be I Ok my modem right now. Ok, thank you.
22:00
Speaker 2
Okay. All right, here's the thing, sir. Yes. Just make sure that the modem is working fine, okay, before we can set up the this actually. So once the modem is working, you may try reconnecting your router, the linksys, back to the modem and check if the uh, the linksys will work. a modem and you did not perform any reset on the linksys, that should work automatically. Okay. Thank you for your time, sir Edgar. For more information, please visit our site support.linksys.com. This is Appia again from Linksys. You do have a great night. Take care, sir. Thank you for cal.
24:00