V2 Rubric Detail — 4a757ba0-6a7b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 18:35
Duration
7m 2s
Contact
Stephen
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133787
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device compatibility

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall60.6% (+40.6)

V2 Grader Summary

The agent demonstrated ownership and appropriate handling of an out-of-warranty case by offering self-help resources without dismissal. However, technical inaccuracies — notably the non-existent 'solid pink' LED and incorrect description of 5-press behavior — prevent a higher rating. The issue was not resolved during the call, but next steps were clearly communicated, resulting in a Partial Resolution outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The node remained in solid red state and was not successfully re-paired during the call; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested a 30-second reset and the 5-press method, but did not verify ISP connectivity, firmware status, or perform basic pre-escalation checks like power cycling the modem or checking other nodes.
R3 Met Correct resolution path conf 96%
Agent correctly identified the device as out of warranty, explained the limitation, and offered a free email with steps rather than dismissing the customer — aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the solid red LED symptom and asked about reset attempts, but failed to ask about PPPoE, backhaul type, or other node statuses that would inform root cause.
T2 Met Appropriate tools / resources used conf 97%
Agent used phone number lookup to pull up account and warranty status — appropriate use of available tool for OOW determination.
T3 Not Met No misinformation conf 94%
Agent referred to a 'solid pink' LED which does not exist on WHW03 (correct state is solid purple); also incorrectly stated the 5-press method would only 'pause the internet' — it initiates pairing mode and may briefly disrupt network.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent managed transitions and maintained basic control but allowed long silences, did not set initial expectations, and let the customer repeat questions.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, confirmed email address, and broke down steps simply — appropriate for customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent did not transfer; took ownership by offering to send personalized instructions and stayed on case until close.
O2 Met Proactive follow-through conf 97%
Agent committed to sending an email within 'three to five minutes' — specific timeline and action.
O3 Met Closure confirmation conf 96%
Agent referenced prior contact, confirmed model WHW03 V1, and used phone number to retrieve account — demonstrating continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — device is OOW and issue is within agent’s scope to guide self-help.
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 92%
Agent was polite but did not acknowledge customer’s explicit frustration ('it’s not been a good day') or repeated effort.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a neutral tone but did not adapt pace or empathy to customer’s stressed state; remained procedural despite emotional cues.
X3 Met Overall experience conf 95%
Agent avoided making the customer repeat steps live by offering to email detailed instructions — reducing on-call effort.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, can you hear me?
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support T please have your devices 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. would [silence] Thanks for calling link sys. This is L. How can I help? [silence] I can hear you. Serious. [silence]
00:00
Speaker 1
Connecting it directly to a router, directly to the other hub, which is the master hub, which feeds all the hubs, and it still will not connect. Or will it still not come up past the red bulb? I don't know what's wrong. [silence] Idea. I did. And I mean, I can do it again while I'm talking to you. I'll just do it right now. And I'll hold it down for, what, um, 10, 15 seconds. Okay. Well, I've been holding it since we started talking, so I'll look at my watch here. Uh, and it it normally things would just come right back up again, but this one.
01:00
Speaker 2
Okay. When you say it's solid red, like did you did you press any reset buttons on that router or hub? More likely, sir, usually what we recommend is to reset it for about 30 seconds.
01:00
Speaker 1
Does not seem, maybe, maybe the answer is holding it for 30 seconds. So, another 15 seconds and we'll see what happens. Uh, it's, it has not been a good day here. perfect. even pump full SF pump with hotmail.com. And I have released it now after 30 seconds. Uh. Okay, I'm, should I connect it to the other devices or just leave it on a wireless connection? Okay, I'm doing that. Thank you.
02:00
Speaker 2
Okay, but, um, Sorry, Sir, While we're waiting on that one, Sir, I was actually able to pull up an account using the phone number. Maybe you can confirm the first name and then first name and last name and then the email. Okay. And then we for it, Sir, to turn back to like solid pink. Um, just leave it under wireless connection, Sir. [silence]
02:00
Speaker 1
Hang on, I've got to turn it upside down to tell you. and I haven't changed it so I have a serial number and a back address. Uh, it hasn't though, it's back to the solid red or pink and the model number hasn't changed. So it's uh, it's the same device I've spoken to you about before, which is I don't have it written, a lot more. W H W 0 3 V 1.
03:00
Speaker 2
I think so, and continuously active as well. to set it up in order for it to be added back to the network. So we have two methods on how to read this node back to the master node. First is um first is you need to press the reset button of the master node five times. So not too fast, not too slow. Second is through the web interface. However, just to set your expectation there before we proceed with any further troubleshooting, um the device is actually showing as out of warranty. And usually for out of warranty devices, we no longer provide further technical assistance over the phone. Um if we will troubleshoot that one, uh we can proceed with our paid connect, which is uh but that will just cost you a $15 for 60 minutes of troubleshooting. But um but if you don't want to go through that.
03:00
Speaker 1
Oh, that would be terrific. Can you do that? Because I may need that down the road so that would be great. That is correct. I have a question before you do that. You said if I push the other button five times, will that disconnect everything on my network or just what would that do? Okay. [silence] Okay. [silence] that, will that disconnect everything on my network or just what would that do? Okay.
05:00
Speaker 2
That which is okay. I can send you an email step by step on how you can add this child node back to the master node. Yeah, I'll send it to the email, sir. sf@hotmail.com. That is the one, right? Yeah, um, [silence] that will just um, like pause the internet, sir, for the meantime because the Parental will look for the underconfirmed child node. So, um, it's just a slight seconds, but, um, do not press and hold the reset button of the master node. Just press, release, press, release five times. So, um, it will look for the child.
05:00
Speaker 1
And if I do that five times will the other nodes just stay online. Okay. Okay, so if you could send me that link, that would be terrific. And we can go from there. Thank you very much. No, that's that's terrific. I appreciate your help. Bye bye. [silence]
06:00
Speaker 2
child node, and then it will add back to the network. Once the parent node recognize the child node that you are trying to add, the child node will start blinking. Yes, because it will look only for the node that you actually reset. Okay. All right. So, give me, sir, maybe three to five minutes after this phone call. Let me personalize the email, so at least it will be easier for you to follow the step-by-step. So, I'll send it to your email after three to five minutes, okay? You're welcome, sir. Anything else or any follow up questions? You're welcome, sir. Thank you as well for taking the time calling, Lenny. You take care, okay? Have a great day still.
06:00