V2 Rubric Detail — 492d416a-73f4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:54
Duration
6m 30s
Contact
Anna Hall
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135219
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node not working/No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall29.2% (-26.8)

V2 Grader Summary

The agent identified the WHW03 as out‑of‑warranty and offered a self‑help guide (correct path), but no diagnostic steps were performed and the red nodes remained unresolved. Empathy and clear next‑step communication were lacking, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports two WHW03 V2 nodes flashing red while main node is solid blue after ISP change. Agent identified device as out of warranty, offered $15 paid support, then provided a self‑help troubleshooting guide. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number and model
  • Verified warranty status (out of warranty)
  • Offered paid‑support option
  • Provided self‑help guide for node reconnection
Key Observations
  • Agent did not perform basic troubleshooting (reboot, power‑cycle, factory reset) before offering paid support.
  • Communication was somewhat disjointed and lacked empathy; the agent did not confirm the customer's internet status.
  • Warranty status was stated without a system lookup, but the statement was clear and consistent.
Positive Highlights
  • Accurately captured serial number and model.
  • Correctly identified out‑of‑warranty status and presented the appropriate paid‑support option.
  • Offered to send a self‑help guide rather than ending the call without any next steps.
Agent Errors / Gaps
  • Failed to run standard diagnostics (reboot/modem‑router power cycle, node reset) before suggesting paid support.
  • Did not verify WAN/Internet connectivity before proceeding.
  • Provided only a self‑help guide without confirming any steps were successful.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never got the red nodes back online; only offered to send a guide.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps (reboot, reset, pair button, etc.) were performed or instructed.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified OOW status but defaulted to paid support without offering best-effort troubleshooting (e.g., factory reset, 5-press, or re-pairing), which is expected even for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions or follow a logical sequence to isolate the node issue.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (router UI, logs, speed test) were used or suggested despite the need for them.
T3 Met No misinformation conf 96%
All technical statements (out‑of‑warranty status, $15 charge, sending a guide) were accurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent asked for serial/model and offered a guide, but did not set clear expectations or a structured flow.
C2 Partially Met Confirmed understanding conf 88%
Agent used basic language but some sentences were garbled and did not fully confirm customer understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on the call, offered a guide, but did not attempt to resolve the issue before ending.
O2 Partially Met Proactive follow-through conf 88%
Agent said he would send a guide at the end of the call, but gave no timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged the customer's frustration or repeated‑contact fatigue.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt tone or pace to the customer's confused, uncertain statements.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat information and was left to troubleshoot on their own without agent‑side actions.
Call Transcript11 turns · 12 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 1 now. For out-of-warranty products. Paid support may be available depending on your issue. To hear more about your service options, press 2. 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 specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the pay phone support, or get help from our AI-powered support bot at support.linksys.com. You can also connect, [silence]
00:00
Speaker 1
uh, yes, I just need to know if I'm doing something correctly or not. Uhh, changed our internet and I changed our pod system to the new internet. But the, uh, we have three pods and only the main one's connected that's plugged in. I don't know if I'm just connecting something wrong. Yeah, they're they're flashing red. The nodes.
01:00
Speaker 2
with other users for tips and guidance at www.reddit.com. And so there's R slash linksys. thank you for calling linksys. My name is Gerald Lucano. okay, so what's the problem is it is it not not working or is it it's working? okay Got it. Can you give me the serial number and model number of that?
01:00
Speaker 1
Serial number 20J20M32A08455 WHW03 V2. Alcohol? Anna Hall, the number one at iCloud.com? Double N? Uh it is Rogers.
02:00
Speaker 2
Is your first name and last name. When can credit,HR. Is your email address?U R.A N is it double and just one and your internet provider,
03:00
Speaker 1
It was Bell and ever since I tried move it over I've had a problem. Yeah, well, yeah, the two that are, the two nodes that are just plugged in that isn't hardwired right in are red. The main one is blue, is teal because I have it plugged in right into the modem. Yeah, so I don't I don't know if when I put the new internet in on the app if I did it wrong or I've not something I've done wrong.
04:00
Speaker 2
Okay. Checking. They're all blinking red right now, correct? What about the main one? Oh, got it. Got it. Got it. We'll figure it out.
04:00
Speaker 1
[KEEP_UNCERTAIN] Because even when I bring up my, like just to pull Wi-Fi, it doesn't give me that note at all. It only gives me my main what's that open. Yeah, funnel grip. Yes. All right, I'll probably I'll try to do it myself. All right. Yeah, I'll figure it out myself I guess for now until I can't then I guess I'll call you back. I yeah, I just. Yeah, that would be
05:00
Speaker 2
but you have internet correct the internet is working I think the extender tower they got disconnected we just need to reconnect them back but when looking at the serial number right here based on the serial number that you provided it's showing that your link is is WHW03 unfortunately this is out of warranty and for out of warranty devices we charge $15 to assist it okay with that it's non-refundable do you want me to send you the guide on how you can troubleshoot it it's gonna be the same if you're gonna do it here
05:00
Speaker 1
That'd be perfect, thank you. Thank you. Okay. Thank you. No. These two, thank you.
06:00
Speaker 2
I'll send list for end of call because I have to...Go. And make it simple for you for basically simplify the guide. You about any questions. You have a good one .will. come here. Thank you. .
06:00