V2 Rubric Detail — 3e88908a-7015-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 21:39
Duration
10m 47s
Contact
Jeffrey Nguyen
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134674
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Reconfiguration of the router

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall61.2% (+5.2)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered valid self-service and paid support options, but failed to perform any troubleshooting on the blinking-red router or resolve the login issue. While ownership and next steps were clear, lack of technical progress, empathy, and inefficient information gathering resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to access router admin (WHW03) due to locked account; router out of warranty. Agent offered AI tool, emailed a re‑configuration video, and presented a paid support option. No technical fix was performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed the Linksys app no longer works with the WHW03 and is only compatible with 'gateway routers' — this is factually wrong per KB.
  • Failed to guide the customer through the standard password reset using the recovery key on the router label.
  • Did not address the blinking red LED, a critical diagnostic symptom requiring immediate attention.
  • Offered paid support without first attempting or offering free self-help solutions like local login or recovery key reset.
Positive Highlights
  • Accurately collected the model number (WHW03), serial number (20J10C63725718), customer name (Jeffrey Nguyen), phone number (7143834549), and email (phpjeff@gmail.com).
  • Correctly identified and communicated that the device is out of warranty based on system lookup.
  • Provided the customer with a self-help option by agreeing to send an instructional video via email.
Agent Errors / Gaps
  • Provided factually incorrect information that the Linksys app is incompatible with the WHW03 and only works with 'gateway routers' (transcript [05:00]–[06:00]), contradicting KB documentation.
  • Failed to guide the customer through the recovery key password reset process, a standard and documented procedure for forgotten admin passwords.
  • Did not troubleshoot the blinking red LED, which indicates a critical issue requiring reboot or factory reset per KB.
  • Did not verify if the customer could access the router locally via http://192.168.1.1 or http://myrouter.local, a basic troubleshooting step.
  • Offered paid support as the primary path without first confirming that free self-help options were exhausted or unavailable.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the password lock or blinking-red router issue; only offered a video and paid support without fixing the core problem.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps (reboot, reset, LED diagnosis) were performed despite the router blinking red — a clear diagnostic opportunity was missed.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WHW03 as out-of-warranty and offered appropriate OOW options: AI tool, instructional video, and paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model, serial, ISP, and node count but failed to diagnose the blinking-red LED or explore root cause of access issue.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal system to verify serial number and warranty status — correct tool usage for eligibility determination.
T3 Partially Met No misinformation conf 80%
Correctly stated app limitations and OOW support policy, but gave vague/misleading explanation: 'app not working because of frequency' — no such technical basis in KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Call progressed but lacked clear framing; agent repeated confirmations unnecessarily and did not set agenda or manage transitions effectively.
C2 Met Confirmed understanding conf 90%
Used plain language, confirmed email spelling, avoided jargon, and adapted to customer’s level by offering video and step-by-step options.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending an email — demonstrated responsibility throughout.
O2 Met Proactive follow-through conf 95%
Provided specific next step: 'give me 3 to 5 minutes to send the email after we end the call' — clear, time-bound action.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Correctly decided not to escalate — issue was out-of-warranty configuration help, appropriately handled with self-service and paid support options.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — E1 and E2 both N.A. per rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer's frustration about locked account or blinking-red router — missed empathy opportunity.
X2 Partially Met Tone & rapport conf 85%
Maintained neutral tone and kept customer engaged, but did not adjust pace or emotional tone to match customer’s stress level.
X3 Partially Met Overall experience conf 80%
Repeated requests for phone, name, and email caused unnecessary repetition, but agent did offer helpful resources afterward.
Call Transcript20 turns · 21 lines
Speaker 1
[ silence ] Hi Carla, this is Jeffrey Nguyen, I'm calling to request.
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. [silence] Please have your device's serial number and contract 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, this is Carla Hammie. I'll be with you. [silence]
00:00
Speaker 1
set my linksys password because I can't get into it my account and and it's locked [silence] uh I was trying to use the app and and log in but it says my account is locked [silence] Oh. [silence] Yes. [silence] Um the model
01:00
Speaker 2
Okay. Um [silence] is that um the uh like you were trying to um access the user interface of the router or you're using the app. Okay. Um, by the way, Sir, for the app, if you're using it, using your um email and password, um that will no longer work. Um because the the account is like, you can't use the local access by using the um router password. Okay. [silence] But sir, before we continue, may I ask for the model number and serial number of your lynx device?
01:00
Speaker 1
um the model number is WHW 03 the serial number will be 20 J 10 C 63 uh 725718 yep that's correct [silence] um my internet provider is frontier communications uh
02:00
Speaker 2
okay how about a serial number okay let me check if i got it correctly that's two zero J one zero C for Charlie 63725718. Okay. and um, who's your internet provider sir? okay. okay. and how many nodes do you have.
02:00
Speaker 1
Right now, I have one main node and a small extender. Yep, that's correct. Uh yes. My phone number will be 714 38 three four five four nine. Uh, first name Jeffrey, J-E-F-F-R-E-Y. Last name Nguyen, N-G-U-Y-E-N. My email address will be P-H.
03:00
Speaker 2
[silence] Okay. [silence] And so just one wW03 right? [silence] Okay. Right. And can you have also your phone number here to create a record? [silence] Okay. Then how about your first name and last name? [silence] Uh-huh. [silence] And how about your email address?
03:00
Speaker 1
[silence] Yeah, that's correct. O I see. It's just because I just had to switch over to a Heweros device that the Winksys router goes into and
04:00
Speaker 2
Okay. So, your email address will be P for Peter, H for Hotel, P for Peter, and for Nancy, and then Jeff, at Gmail.com. Right? Okay. Um, with the app, sir, um, if you're going to open it, it will ask you to, like, there's an option to use email, and email and password, but below that, there is another option to, um, select if, um, like, to use the router password.
04:00
Speaker 1
I wasn't sure if I was able to connect to the router because it's blinking red. [silence] Uh I think it's a I think it's a modem, it just has two ports for ethernet. It's a Euro device, E-E-R-O. Uh I'm I'm just replacing an an old one because it was uh malfunctioning. Yes, yeah.
05:00
Speaker 2
Okay, also right now, it's a blinking red, and you have a, like new, you have a modem from your, um, provider, or is it like a modem slash router, like a gateway? Uh-huh. Uh-huh. Uh-huh. Yeah, so this is for like reconfiguration of the. Um, Note, this is a of that of that WHW03. Um, for the reconfiguration, sir, actually, um, the type of router that you have, um, to reconfigure, it, sir, the app will no longer, uh, working, um, because it is based on the frequency. Um, the current, um, on your, um, current of your router. So, it is not actually, uh, happy with, uh, with certain routers, like, uh, this certain kind, like your router right now, maybe, um, ARRIS, Um, so you cannot anymore, uh, configure this and, uh, our app will not be working anymore. But if in case you want to, uh, still, uh, change your, uh, configuration, we can ask our, uh, support team to, uh, configure this for you. What are the limitation for the app configuration, sir? Um, the app, uh, right now is only compatible with, uh, gateway routers, sir. There are no other, uh, other. Additional function for the reconfiguration, sir. Um, in this tool, sir. We are not actually, uh, reconfigure this, sir, in our system. But we can still, uh, make changes, uh, for, to configure this, uh, with the, uh, with, uh, um, what type, what type of internet service do you have, sir? DSL, uh, cable, satellite. Some, which one are you using? Uh, since the app is now currently, um, technological, um, it utilizes the router, um, systems.
05:00
Speaker 1
O.H Well, okay. How would I do that? Uh-huh, sorry. yeah yeah my laptop and then phone a tablet
06:00
Speaker 2
because the router, uh, it's no longer supported with the app. Okay, but there is another way, um, on how to, um, like reconfigure the, um, the router, um, with your, um, new Eero modem. Okay? So, um, let me just verify, um, the devices that's connected to your network right now, do you have computers? laptops, or it would be desk desk tops? alright, okay. So, um, before we do, um, star service for like any, um, troubleshooting, since we need to like, um, manually, um, Configure your Linksys networks, rather, since the app is will no longer be uh supporting this router. Um, before we start uh for any troubleshooting, let me just inform you about the uh status of your router, okay? As I checked it, um, Sir in our system, using the serial number, it shows it here in our system that your router, the W03 is already out of warranty, okay? And if the device is already out of warranty, Sir, um complimentary phone support is no longer available. Okay? But you don't need to worry about it, Sir. We do have different options for out of warranty Linksys products. Our first option is you can take full advantage of our AI tool that can be found on our website. That is support.linksys.com. Okay? Our second option is, I can send you a
06:00
Speaker 1
Okay. Can you please send me a a video to my email please? [silence]
08:00
Speaker 2
An email with a link to a video that you can follow on how to reconfigure this router. Right? And our third option, um our third option is I can walk you through um step by step on how to configure this router. We have this paid connect service. This is a one-time non refundable technical support that will last up to 60 minutes of troubleshooting and that will cost you $15. Okay. With this option sure I'll walk you through um step by step on how to um set up your router or how to troubleshoot your router. And in any case, after the troubleshooting, if the device found out is defective, there will be no refund or replacement. So which option you would you like to proceed sir? Okay, no problem.
08:00
Speaker 1
Yes, P H P and Jeff's at gmail.com. Yep, that's correct. Okay, and then I should be able to reconfigure it with the video and just... Okay, perfect.
09:00
Speaker 2
Okay. Again, sir, the email address is php and Jeff at gmail.com, right? All right. Uh, give me, uh, like around three to five minutes, sir, to, um, rough up the email. I'll send it to you after our, uh, we end our call, okay? Um, yes, sir. You can just, um, like follow the video on how to, um, reconfigure the, um, or how to set up your, um, router with a new, uh, modem, okay? All right. And you
09:00
Speaker 1
Okay. Yeah. AI tool on the Linksys website. Okay. Okay perfect. Thank you very much Carla for your help and support. I appreciate it. Have a good day as well. Bye bye. [silence]
10:00
Speaker 2
Sorry if you have internet, you can check our website. Sorry, if you have internet, you can check our AI tool that can also give you instructions on how to reconfigure the settings of your router. Okay. All right. Mm-hmm. Yes, you can also use that. Okay? So, just again, just give me like 3 to 5 minutes to send you the email after we end our call. Okay? All right. So, thank you for calling, sir. This is Carla. I have a great day to you. Your welcome, sir. Your welcome, sir. You too, sir. Goodbye.
10:00