V2 Rubric Detail — 4062965a-73c4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:10
Duration
9m 57s
Contact
Daniel King
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135146
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: wants to add nodes
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall23.2% (-2.8)

V2 Grader Summary

The agent correctly informed the customer that the WHW03 mesh nodes are no longer supported by the Linksys app and must be managed via the web UI, but provided no actionable steps to recover the admin password or access the interface. No troubleshooting, ownership, or next‑step guidance was offered, leaving the issue unresolved.

V1 Case Analysis

Customer cannot log into Linksys app for WHW03 nodes; agent gave factually incorrect information about app support and provided no valid login or recovery steps.

Troubleshooting Steps
  • Confirmed device model (WHW03).
  • Attempted to capture serial number (misheard).
  • Incorrectly informed customer that WHW03 is no longer supported by the Linksys app.
  • Suggested using web UI or 'five ways method' without providing correct URLs or instructions.
Key Observations
  • At [05:00], agent incorrectly claimed WHW03 is no longer supported by the Linksys app — contradicted by KB: WHW03 is supported via local web UI and app functionality is not discontinued.
  • No correct local access URL provided (e.g., http://192.168.1.1 or http://myrouter.local) despite customer needing login help.
  • No mention of the five-digit recovery key method for password reset, which is documented for WHW03 in linksys_now_login_admin.md.
  • Agent suggested 'five ways method' — a non-existent term — likely a misstatement of the 5-press method, but no correct procedure was described.
  • Call ended without confirming issue resolution or offering escalation, leaving customer with no path forward.
Positive Highlights
  • Polite tone and attempted to confirm customer name and device model.
  • Recognized topology change (Netgear as main router) and attempted to address implications.
Agent Errors / Gaps
  • Falsely claimed WHW03 models are no longer supported by the Linksys app (inaccurate per KB).
  • Failed to provide correct local web UI access URL (http://192.168.1.1 or http://myrouter.local).
  • Did not explain the five-digit recovery key method for password reset.
  • Misheard and failed to correctly capture the serial number despite multiple attempts.
  • Used non-existent term 'five ways method' instead of documented 5-press or web UI procedures.
  • Did not offer any valid escalation path or follow-up despite unresolved issue.
  • Failed to verify whether customer could access the router locally or needed admin vs. app login clarification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not provide any actionable steps for password recovery or web UI access; customer remained unable to manage devices.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted (no password reset, no web‑UI guidance, no verification of serial number).
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified WHW03 is no longer supported by the app and suggested web UI, but failed to guide customer through setup or recovery options.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about login attempts, LED status, or network connectivity; assumed outcome without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used despite clear need: did not suggest five-digit recovery key, local web access (http://192.168.1.1), or firmware version check — all documented for WHW03.
T3 Met No misinformation conf 99%
Agent accurately stated that WHW03 is no longer supported by the Linksys app and must be managed via web browser — consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and responded, but did not set clear expectations, and the call ended with confusion about hanging up.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and apologized, but mis‑named the app (‘Lynx’s app’) and did not verify the customer’s understanding of the next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the password‑recovery problem, offered no follow‑up, and simply ended the call.
O2 Not Met Proactive follow-through conf 96%
No next steps or timeline were provided for resolving the login issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
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 89%
Agent offered a brief apology (‘I’m sorry to hear about that, sir’) but did not acknowledge the customer’s frustration or repeat‑contact fatigue.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace to the customer’s confusion; communication remained generic.
X3 Not Met Overall experience conf 93%
Customer was left to figure out password recovery on their own; the agent added friction rather than reducing effort.
Call Transcript17 turns · 18 lines
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 warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI. [silence]
00:00
Speaker 1
My name is Dan Knight. I have two Linksys mesh routers and for whatever reason, I'm not able to get on online to manage those. I can't seem to come up with the correct password or log on information. Correct. Yeah, I think they're both the same thing. Yeah. Okay. [silence] the correct password or log on information.
01:00
Speaker 2
This is Alex. How can I help you? I see. I'm sorry to hear about that, sir. Um may I just confirm if your name is Daniel King? Alright. And you mentioned that you have two Linksys products. They are all model WHW03. Alright. Daniel, can you provide me at least one of the nodes serial number? [silence]
01:00
Speaker 1
Okay, uh-m gonna this is really tiny. Let me take a picture of it so I can actually see it. Okay. OK, just one second. That's not it. OK. Are we there? OK. Here's a serial number. It's 2 0J 1 0 C 6 7 8 0 1 1 9 4. [silence]
02:00
Speaker 2
[KEEP_UNCERTAIN] Yeah. Yes. [silence] Yeah. So let me verify again. The serial number is 20jf [REDACTED_PAYMENT_DIGITS] Nov. [silence] Can you now [silence] video [silence] the [silence] convert uh card?
02:00
Speaker 1
No, that's not correct. It was correct up to Charlie so let me try again. It's 2, 0, Juliet, 1, 0, Charlie 6780-1194. Correct. Yeah, probably five, six years or so. Yeah. You know. So, actually, let me explain to you what I'm trying to do. We just actually got a new router and modem and I'd like to use the...
03:00
Speaker 2
one zero D for Charlie 787 1 1 Okay. Alright, so it's 6780 1 1 94. Alright. And you have these links on nodes for a long time. Puh puh
03:00
Speaker 1
Uh, yes. Uh, yeah, it's uh, new one. It's a uh, Nighthawk by Netgear, I think. Uh, Breeze line. Yeah, it's already hooked up. I was just wanting to use the Linksys uh Mesh nodes as a way to extend the signal.
04:00
Speaker 2
And your internet service provider was ... [silence] so, so you want to use the new NetCare router as the main router? [silence] Alright, so.
04:00
Speaker 1
I think I could probably do that, you know, on the app, but I'm not able to log on to the app. That's the issue.
05:00
Speaker 2
Yes, the problem is that if you're going going to use the Netgear router as the main one, you cannot really use the app. Because to use the app, you have to have a Linksys product. The app is only for Linksys products. So since the main router you're going to use is the Netgear router. So you cannot, the app is not applicable for it. And I also have to say that your Linksys product model is WHW03 and apparently we have an update for these models and these models are no longer supported by the Linksys app. Meaning, if you want to set them up again, you can no longer use the Linksys app because the Linksys app is not supporting the model anymore.
05:00
Speaker 1
Okay.
06:00
Speaker 2
We are no longer supporting these models. So you can only set up this. uh, WHW03 using, uh, the web user interface or the other five ways method to set it up. And as I mention, before since you're using the Netgear as the main router. Uh, you cannot use the Lynx's app as the Netgear is not a Lynx product. But you can add this. to WHW03 as a child node to your Netgear router or like a secondary router. But the thing is that you cannot use the Lynx's app. the application software produced by Lynx. So, Well, or you can only add the two nodes using how the Netgear router. [silence] Netgear, then I could, probably help you set up. All right. Netgear. Yes. So, yes, you have to check on how Netgear router is set up, and probably they also have a way to add router into the system.
06:00
Speaker 1
All right. Well, I guess that, that's all I, yeah. All right. All right. Thank you. Sure. Bye. Bye. All right. All right. Bye. Mm-hmm. So,
08:00
Speaker 2
All right. That is all. All right. Thank you for calling Linksys, Dad. Take care. Have a good one. You're welcome. Take care. Bye. Yes. Bye. [silence]
08:00
Speaker 1
it will hang up I push the hang up button but it won't hang up I'll just restart the phone I guess okay
09:00
Speaker 2
[silence] Hello? Dan? Yeah, you haven't ended up the call yet. Yes. You can end. All right. There's no off button on your phone. Yeah. Yes. Thank you. [silence]
09:00