V2 Rubric Detail — 4265e1c0-6e4f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:30
Duration
23m 38s
Contact
Mickey Miller
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134271
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_unable to access web ui
⚠ 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.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information — 30-second reset duration contradicts KB (10–20 seconds or until LED flash-off), and false claim that linksyssmartwifi.com is discontinued violates T3 Not Met criteria for materially incorrect guidance.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication5.00/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.43/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect reset instructions, omission of key troubleshooting steps (web UI, 5-press), and failure to escalate a likely hardware defect. The customer abandoned support and opted to purchase new hardware. Material inaccuracies in T3 trigger an auto-zero.

V1 Case Analysis

Customer unable to reset WHW03 node; out-of-warranty. Agent provided incorrect information about app/web interface deprecation and wrong reset procedure. Offered $15 paid support (declined) and recommended MX6200 replacement. No valid recovery achieved.

Troubleshooting Steps
  • Collected model (WHW03) and serial number.
  • Instructed 30-second press-and-hold of reset button (incorrect procedure).
  • Observed LED behavior (remained solid blue, indicating reset failure).
  • Asked about visibility of default SSID (velop-setup.f24).
Key Observations
  • Agent incorrectly claimed the Linksys app and linksyssmartwifi.com are discontinued for WHW03 (contradicts KB).
  • Agent used incorrect reset procedure: WHW03 requires 5-press method, not 30-second hold (per universal_5press_models.md).
  • Agent prematurely concluded hardware failure without verifying correct reset steps or attempting recovery via five-digit key (per linksys_now_login_admin.md).
  • Call was inefficient with repeated clarification and long silences.
  • Agent correctly identified out-of-warranty status and offered paid support per policy.
Positive Highlights
  • Collected model number and serial number despite initial difficulty [02:00–04:00].
  • Identified out-of-warranty status and offered a paid-support option per policy [16:00].
  • Maintained a courteous tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated at [15:00] that the Linksys app is no longer compatible with WHW03 — the app and linksyssmartwifi.com are still supported for WHW03 per KB.
  • Incorrectly claimed at [15:00] that linksyssmartwifi.com has been discontinued — this is false; remote access is still available.
  • Advised a 30-second reset hold at [11:00], but WHW03 uses the 5-press method for diagnostic escalation, not a long press (per universal_5press_models.md).
  • Failed to instruct the customer to use the five-digit recovery key on the device label to reset the admin password (per linksys_now_login_admin.md).
  • Prematurely concluded at [14:00] that the node is defective without verifying correct reset procedure or attempting valid recovery steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the password recovery or router access issue; customer abandoned troubleshooting and decided to purchase new hardware.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model, LED status, and attempted a reset, but skipped power cycle, 5-press method, and local web interface checks that are standard for WHW03.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device as out-of-warranty and offered paid support, but did not exhaust best-effort steps like web UI access or 5-press recovery before suggesting replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (no Wi-Fi broadcast, unresponsive reset button) and LED state, but did not ask about prior login attempts, firmware, or network configuration.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never directed customer to use http://192.168.1.1 or http://myrouter.local, which are essential tools for WHW03 recovery and configuration.
T3 Not Met No misinformation conf 95%
Agent instructed 30-second reset (vs. KB 10–20 seconds or until LED flash-off); claimed linksyssmartwifi.com is discontinued, which contradicts KB documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, structured the conversation, and guided the customer through diagnostic steps without being derailed.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated instructions clearly, and adapted explanations when the customer showed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and offered multiple paths forward including troubleshooting and product upgrade.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested using a child node as parent and mentioned paid support, but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer reported repeated failures, app errors, and hardware unresponsiveness — valid triggers for escalation; agent offered paid support instead of escalating to engineering.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was executed, so critical details (product, symptom, steps) were not passed to a higher tier, and customer was not informed of an escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Customer expressed frustration about repeated issues and time spent; agent never acknowledged emotional state or offered empathy.
X2 Met Tone & rapport conf 90%
Agent remained patient, adjusted pacing, and rephrased instructions when needed to maintain engagement.
X3 Not Met Overall experience conf 90%
Customer had to repeat model/serial info, struggled to find labels, and was ultimately directed to buy new equipment after failed recovery — unnecessary effort not reduced.
Call Transcript38 turns · 43 lines
Speaker 1
[silence]
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 warranty product, 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. [silence] Thank you for calling Linksys. This is L. How can I help?
00:00
Speaker 1
Misify 2., username passwords for my home here where I am right now. And they've eliminated one. So I tried to reset the primary password username username and password on my um, linksys um, mesh system. And it, but it doesn't seem to be communicating. And then when I actually go through on the app on my phone, it says to call you. 2 0 j as in January. 1 0 Charlie. Oh, God. 6 2 8 1 7 8 3 6. Thanks.
01:00
Speaker 2
Ayesse is that. uh can I have the serial number of your lens please? Let me double check. Thanks so much. Let me just double check that one.
01:00
Speaker 1
um hold on model number model number model number is it's quite a long model number or no that's not that matter that's not my model number um it is hold on it is name password recovery key where am I gonna find the model number Oh yeah, let me see. I'll tell you it's really hard to read this. yeah, W H I think I I might have to get a magnifying glass yeah. I gotta get a magnifying glass. I can't read it. hang on.
02:00
Speaker 2
Yes, I think it's model WH-03 [stutter] [ mumbles ] this one sir is the WH03 [stutter] for the model number. [stutter] [mumbles] [stutter] same stickers or where you actually found the serial number, I think it's above the sticker.
02:00
Speaker 1
WH, oh, three, I think that's what you said. Thank you. My suspicion is that Xfinity doesn't want me to use this device. They want me to use their router and modem and I don't want to do that. [silence]
03:00
Speaker 2
uh, yes, sir. Thank you so much. So let me just add one here. I see but let me create the case to create it before we
03:00
Speaker 1
Sure. MIA M I C K at bell south. That's B E L L S O U T H at bell south. So U T H at bell south. O dot net. Correct. Mickey Miller. Mm-hmm. M I C K E Y. Yes. Three. In other words, that's the main and then two satellites.
04:00
Speaker 2
Okay. So that is M.I.A. M.I.C.K. Atbellsouth.net. Okay, anything my last name, sir?. Sorry, sir. Mickey. Okay. And this is the best callback number in case the call gets disconnected the one that ends in seven six five oh three okay thank you so much, sir. How many WHW03 do you have, sir? Three. Okay.
04:00
Speaker 1
right. Both. I've tried both and again I get a message now that says to call you so I go into the link sys app. Hang on I'll open it now on my phone and trying to watch the steps. Manage your Wi-Fi is where I start because my options are now when I open the app it's
05:00
Speaker 2
Right. So, I believe what you're trying to do, sir, is that you're trying to separate again the Wi-Fi name, because you've mentioned that you have to um, you used to have two Wi-Fi names, right? Okay. And then, Okay, let's see. And so, sir, what have you tried so far? You've mentioned earlier that you tried to reset it, right? Like, did you reset the whole router or just reset the um, links and account? Right.
05:00
Speaker 1
Instead of it recognizing the links system it gives me the immediate option of either manage your Wi-Fi or set up a new Wi-Fi network. So under manage my Wi-Fi is where I had been going because I even looked at set up a new Wi-Fi but I think I've forgotten why it didn't give me the options to do that for some reason. But anyway, under manage my Wi-Fi if you want me to I'll go through the steps. It says connecting now. You know it asks me for my email address and password. There's that. And then it's logging me in. Okay logging in come on. Okay connecting to your router. It says getting router settings. Finding your networks. And this is you haven't added a router or mesh Wi-Fi account to your account. Excuse me, Wi-Fi system to your account, let's fix that. What do you want to do and so I had add an existing router or mesh Wi-Fi system. Um, but again, if you want me to I'll walk you through that. That's the one where if I remember right, I'm going to try it. Yeah, it says add an existing router or mesh Wi-Fi system. One, power on your router or mesh Wi-Fi system. Connect to the Wi-Fi name. Tap button below. Find my router. So I've done all those things. I'm going to tap and it says oops, something went wrong. We can't detect your router. Want to talk? Call us. I did it many different ways. Um, I pressed it for, I don't know, minutes. Um, and I also unplugged it and waited for like 10 or 15 minutes.
06:00
Speaker 2
I see Sir! Thank you so much on that one. And then how long did you press the result button of the main one? I see. And then what's the LED light color at the top there of the WHW03 now? blue okay Solid blue. All right. Um, can you still see, sir, the SSID of that node? Because usually, once we press and hold the reset button, the LED um, for um, for a full factory reset, it will revert back to its default SSID and password. So, um, were you able to see the SSID at the top? Or can you go to the Wi-Fi settings?
07:00
Speaker 1
Sorry, I should have taken a picture of this before I called you.Got it. The original setup Wi Fi name is V as in Victor E-and-blank L P as in Paul. The word setup. F as in Frank, two four. On my Wi-Fi settings.What do you mean?Okay. Of the two Oh, I,
09:00
Speaker 2
That's Painter Knows. okay can you check sir on your wifi settings? Let me know if you can see this wifi name Go to the wifi settings sir of your phone and then yeah and then check if developed setup F24 issue
09:00
Speaker 1
[KEEP_UNCERTAIN] Oh, let's see. I have fet net that's not what you mean right? Okay, let's see. Okay. Let me hit other it's not showing so far. Let me hit other up. No, it wants me to put in the name. It's not showing. I'm only getting one, two, three, four, five, six, seven, like eight. But that no that's not showing. [silence]
10:00
Speaker 2
No. It should be velop-setup.f24 because I think you're still on the process of setting this one up again. Okay. Let's try to do a hardware check first for this main node. Usually, the reset button... Can you grab like a push pin or a paper clip?
10:00
Speaker 1
and how long should I hold it in? Oh before I let go? Let me get something to hold the reset button. Hold on a second.
11:00
Speaker 2
Do you have one? [silence] Uh press it uh press and hold its sir for 30 seconds. Um and kindly notice, uh kindly observe if you'll notice that once you press the reset, uh once you press and hold the reset button, the LED light should blink red three times and then the light will go off. Wait for it to turn blue before you let go. So, that will take 30 seconds. Um yeah, once it's solid blue, let go, sir. Let me know. Sir, did you already start pressing the reset button? Okay, let me know once you start holding it. Okay. [silence]
11:00
Speaker 1
no, it still solid blue it just faded a bit. I am okay. I released it, but it didn't change. right here next to me. but I don't have them plugged in. I wanted to get the main one working first.
13:00
Speaker 2
did it blink red three times, sir? is it still solid blue? [silence] okay and you're still holding it, right? [silence] okay [silence] so 30 seconds, sir, is up [silence] how about the other nodes do you have, sir, the other WHW03 where are they? [silence] okay. because usually, sir, for this one the WHW03 main one Uh, should not remain solid blue once you start holding the reset button, right? Because, right now, we can do a recovery reset, we can try, but however, if the reset button of the main uh blank blank node, it's unresponsive and remains solid blue, uh, that means that this node and blank blank blank blank doesn't see develop setup F2F24. So if the uh the Wi-Fi name is not broadcasting for this node, uh, probably this node is already defective, right? So right now, there's already a hardware issue on this one. So what we can do, sir, if we can uh if the recovery reset still won't respond for this node, so uh we can try to use one of the child nodes as the main one and then set it up again. Because probably the reason why you are unable to set this one up is because this node has already been defecToday.
13:00
Speaker 1
Okay, okay. So, what do you suggest I do next?
15:00
Speaker 2
active or it died down already. So yeah, we can switch you can use one of the child node as a main parent node. However, the set up, however, the child nodes there, the set up should be on the web interface because there's a new update or there was a new update that was automatically sent for WHW 03 that it's no longer compatible with the linksys app. And then also the linksysmartwifi.com has already been discontinued so you can only access it using a manual set up like the local interface which is the 192.168.1.1 and then myrouter.local, and then you can separate the WiFi name once we have a working node. Well, what I could um, [silence] suggest you is that plug in, plug this main one, and then just promote, just promote one of the child node as the main parent node, and then reset it, same process as how we reset the old parent node. And then once the LED is solid red again, or like a pink red, so that's the time that you just set it up. So, before you proceed, Matt, just to give you a heads up, the device is actually showing as out of warranty, so usually for out of warranty devices, we no longer provide further technical assistance. We can go through with our paid connect, so we can override our system and provide one-time support for the WHW-03. so you can set it up, and then we'll try to do a recovery reset. However, that will just cost you $15 for 60 minutes of troubleshooting. But we'll assist
15:00
Speaker 1
Let me ask you this. I don't remember. This is several years old now. Is there a new improved Linksys extension that might do better? Because I think this is, you know, what I did was I'm going to confuse router and modem. This is the router, correct? Yeah. So is there a new and better Linksys router, not modem? I don't want to finish going downstairs.
17:00
Speaker 2
These are all there. Are correct, Yes.
17:00
Speaker 1
Asus, router, mesh, that has the extension, and... nodes that maybe it makes better sense. Wow. Yeah. You know, you're so helpful.
18:00
Speaker 2
We do have, sir. Yes. We do have an upgraded version. This one uses a Wi-Fi 5 technology. What we do have now, we do have Wi-Fi 7 and then Wi-Fi 6E. But for our mesh, we do have MX 6200. That is our Wi-Fi Mesh system. So that is Wi-Fi 6E. You can use that one, sir. That one, um, each node will provide you at least, um, 3,000, um, 3,000 square meters. Sorry, square feet. Yeah, square feet. Sorry. 3,000 square feet each node. So if you have three, so that will give you like 9,000, um, 9,000 square feet of Wi-Fi range.
18:00
Speaker 1
I'm here, helpful. You're giving me great information. Let me ask you, can you tell me what my current square footage coverage is? Because I think one of these new ones that you're describing would be all I need. Yo. okay. I need to see what my square footage is.
19:00
Speaker 2
Yeah, for this one, sir, for the WHW03, this one can cover up to 2,000 sq feet. So yes, 2,000 per node. So we have to consider as well Wi-Fi interfaces and obstruction. So that will limit the - that will decrease the 2,000 square feet, but at least you have 2,000 for the WHW03. For the newer mesh system, which is Wi-Fi 6E, so that has more advanced features and then it is also they upgraded as well or they make the Wi-Fi much better.
19:00
Speaker 1
it's 2,600 square feet. Yeah, I think that might be right. Um so, go ahead. So could I order that through you or what do I do next if I want to just do that cause maybe the one I have is just becoming obsolete? What do you think?
20:00
Speaker 2
Wi-Fi signals on the MX 62 hundred. So. Yeah! If if, um, how much is your total house area? 2600. I think two nodes of the MX 6200, set will be will be good on your end. And then oh yes sir, sorry. Hmm Yeah, this one sir is actually one of our first generation routers. So, um, for the W for the W H W 03, we already stopped manufacturing it. And then there's also no new current firmware updates for this one. Um, last three weeks ago is the last one for this W H
20:00
Speaker 1
Okay, okay. That's what I'll do. So, I want the MX-2000 is what you're recommending, right? Okay, you've been very, very helpful. I appreciate your help. Oh, well, that's interesting. They will, so the ones that I have now, the the two nodes that are working will connect [silence]
21:00
Speaker 2
the uh wdv3 and then in the future there'll be none and so yeah for this one i think you can well as of now we don't do direct sales on our hand you can purchase the m6200 server through amazon uh-huh yes um m6 000. uh-huh you're welcome pa sir and then once you have the new one you can also use the um remaining two wdv3 there you have an extension or child node but the speed will be limited if you have device connected to the wdv3 but you can use it to extend more the range of the m6200 if you want to in
21:00
Speaker 1
Oh, okay, then that's, yeah then let's well, then, thank you very much. Yeah but I think I'm gonna go on Amazon and just upgrade this because this is I think the second or third time and you know the issue happened when during the weekend when I couldn't get through the inkless and it's just hours and hours that I'm messing with this thing. I think it's just wise of me to just get the updated version so I don't go through this. Yeah and you know it's funny when you Google the customer service number.
22:00
Speaker 2
Correct, yes. As a child node. Okay. You're welcome, sir. Would you also still like the email just in case? Okay. All right, sir. And then, if you need anything with the setup, just give us a call. This is the only help line number that we have. So, we are available Mondays to Fridays, 8:00 AM to 11:00 PM Eastern Time.
22:00
Speaker 1
and LinkedIn it says that it's 24-7 well I appreciate your help very much I'm going to go ahead and order the MX6200 that just makes sense and I'll keep the two dialed nodes in case I need them that's just that's great coverage then okay thank you very thank you very much you have a nice day too bye bye
23:00
Speaker 2
yeah, we'll, we'll double check that one, sir. But yeah, for that one that is our, operating ours. okay, sir, all right. So I hope you have a great day. Okay? take care. you're welcome. Thank you so much for bye bye.
23:00