V2 Rubric Detail — 4eef8c5e-6ffb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 18:34
Duration
10m 30s
Contact
Ryan Guthrie
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134652
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership2.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall33.5% (-0.5)

V2 Grader Summary

The agent correctly identified the magenta LED as indicating setup-ready state but failed to provide any troubleshooting due to the device being out-of-warranty, violating the OOW best-effort standard. No meaningful resolution was achieved, and the customer was left to follow emailed instructions without live support, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports WHW01T satellite node stuck on solid magenta. Agent misidentified LED state, incorrectly claimed no free support due to out-of-warranty status, and offered only email instructions without troubleshooting. Ticket LT SAM 0013 4652 issued.

Troubleshooting Steps
  • Collected serial number, name, and email.
  • Confirmed LED status (magenta) and misinterpreted it as ready for setup.
  • Offered to email step-by-step instructions for adding the node.
Key Observations
  • Agent incorrectly stated that free technical assistance cannot be provided for out-of-warranty products, contradicting policy that basic troubleshooting may still be offered.
  • Misidentified solid magenta LED as 'ready for setup' — KB (velop_wifi_connectivity.md) lists solid purple for that state, not magenta.
  • No on-call troubleshooting performed despite the issue being a common mesh-node join problem solvable via factory reset or 5-press method.
  • Failed to verify whether the node was actually in factory defaults or stuck in a boot loop — a critical diagnostic step.
Positive Highlights
  • Collected essential customer information (serial number, name, email).
  • Provided a ticket number (LT SAM 0013 4652) for reference.
  • Offered to send written instructions and provided the correct support URL (support.linksys.com).
Agent Errors / Gaps
  • Stated that free technical assistance cannot be provided for an out-of-warranty product, which conflicts with Linksys policy allowing basic self-help guidance.
  • Misidentified solid magenta LED as the 'ready for setup' indicator — KB (velop_wifi_connectivity.md) lists solid purple, not magenta, for that state.
  • Did not perform any on-call troubleshooting (e.g., power cycle, factory reset, verify backhaul) before offering email steps.
  • Failed to recognize that WHW01T supports the 5-press escalation method (per universal_5press_models.md), which could have generated diagnostic logs.
  • Did not confirm whether the node was attempting to connect or stuck in a boot loop — a basic diagnostic step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered to email steps without confirming resolution or guiding through them.
R2 Not Met Diagnostic thoroughness conf 97%
Agent identified LED status but stopped troubleshooting upon learning device was OOW, skipping basic steps like power cycle or web UI check.
R3 Not Met Correct resolution path conf 96%
Agent refused free assistance due to OOW status, violating the OOW best-effort standard requiring troubleshooting for setup/connectivity issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Correctly interpreted solid magenta LED as ready-for-setup state, but did not ask diagnostic questions about pairing attempts or parent node status.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use available tools (e.g., KB article on WHW01 pairing, web UI access) despite the issue being resolvable via documented self-help paths.
T3 Met No misinformation conf 99%
Accurately stated that solid purple/magenta means the node is ready for setup, consistent with velop_wifi_connectivity.md.
Communication
C1 Partially Met Clear & professional language conf 89%
Maintained basic call control but failed to set expectations for troubleshooting before pivoting abruptly to OOW policy.
C2 Met Confirmed understanding conf 95%
Used customer's name, repeated information clearly, and avoided technical jargon, adapting to customer's communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated responsibility by directing customer to paid service/email instead of providing direct troubleshooting support.
O2 Met Proactive follow-through conf 94%
Clearly communicated next steps: sending email with instructions and providing ticket number for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation occurred, and agent failed to perform required L1 troubleshooting, making the decision not to escalate inappropriate.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed; customer was directed to email support without proper escalation path or justification.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Expressed initial empathy but undermined it by quickly shifting to policy refusal without acknowledging customer frustration.
X2 Met Tone & rapport conf 93%
Maintained polite tone, used customer’s name, and responded directly to each statement, keeping engagement.
X3 Not Met Overall experience conf 94%
Increased customer effort by not walking through steps live and requiring customer to act independently after minimal support.
Call Transcript22 turns · 22 lines
Speaker 1
listen um good morning uh my name is Ryan Guthrie I have a uh ellexis uh mesh system and one of my satellite modes is not working uh and I'm wondering if maybe you could help me get it back online uh I've tried uh I've tried doing everything I've tried the reset button I've tried [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 products, paid support may be available depending on your issue. Please have your device serial number ready. Thank you for calling LinkSys, this is Isaac, happy to help you.
00:00
Speaker 1
Unplugging it and plugging it back in. Uh, the other, the other satellite mode is fine, but this one, uh, just isn't working. Yes, ma'am. It's 29A as an alpha 1060B as in bravo 800 514 [silence] That is
01:00
Speaker 2
I'm sorry to hear about that sir. Can you provide me with the serial number of your link list product? All right, let me verify again. The serial number is 29A for Alpha, 10, 60, B for Bravo, 800, 514.
01:00
Speaker 1
That's correct, one parent mode and two satellite modes. That's correct. One is connected and one will not connect. Uh, this one is a model WHW01T.
02:00
Speaker 2
You mentioned you have three nodes, one parent node and two child nodes. Mm-hmm. And only one of the two child nodes are disconnected or both
02:00
Speaker 1
That's correct. 0 1 p is un Papa. They should all be. Well, the other satellite is the same model. It's it's it's the same Yes, it's Ryan R-Y-A-N. Last name is Guthrie. G U T H R I E. [silence]
03:00
Speaker 2
And the other, are they the same model or a different one? [silence] Alright. [silence] I'll create first a record for you, sir. May I have your name?
03:00
Speaker 1
Uh, it is uh, my name with my middle initial. It's Ryan R-Y-A-N letter S as in Scott and then last name is the same. G-U-T-H-R-I-E. So, Ryan S. Guthrie at Gmail.com. It's uh, G-U-T-H-R-I-E at gmail.com.
04:00
Speaker 2
Ryan Guthrie. Thank you. And may I have your email address? D-U-T-H-R-I-Y at gmail.com. All right. So your first name, Ryan.
04:00
Speaker 1
That is correct. Media.com. The LED, I'm color blind, believe it or not. However, my wife tells me the the light is magenta. My other light, the other light on the other unit is blue, like a a sky blue. And that's that's functioning okay, the other one. But this one, she says,
05:00
Speaker 2
children Prince. can you tell me what's uh the color of its LED or light status?
05:00
Speaker 1
Yes, I have reset this node numerous times with the same result. Uh, after all the the flashing lights and the various light colors, uh, it ends up with a solid magenta, uh, color. Okay.
06:00
Speaker 2
So, you have reset this child node? Mm-hmm. Okay. All right, so you have properly reset your child node because a solid purple or pink or magenta means it's ready for setup. Now, so we're just going to add this child node. But before we proceed on that, Ryan, I have to update you first of your Linksys warranty status because upon checking on our systems, our record shows that your Linksys product is already outside of the warranty period.
06:00
Speaker 1
Oh, OK. Oh, boy, uh, either that, or maybe just go buy another unit. Uh, that, that would be probably better for me at this point.
07:00
Speaker 2
Out of warranty. So since your product is already out of warranty, I cannot provide you free technical assistance. So if you want me to walk you through the steps on adding your channel to your server, you will have to apply for the paid service. If you don't want to apply for the paid service, we have email support. It is free. I can just send you the steps on how to add your child node to your email. Because adding a child node is very easy. You can use either two of the option.
07:00
Speaker 1
[silence] Okay, all right, I'll, I'll, I'll try doing that. Uh, the uh, yes. So, that's, uh, that's the only problem I'm having. So, uh, I'll just wait for your email and I'll, I'll try, I'll try doing it that way. That'll be fine.
08:00
Speaker 2
I'm just adding it using the quickest ways, the Fibrous method or using the web user interface. So, I'll just send to you the guidelines on how to add your disconnected child node to your parent nodes, okay? All right. All right. Okay. Thank you, Ryan. That's all? You're concerned, the child node that got disconnected, right? You're right. So, I'll send you the troubleshooting steps on how to add your features into your email address, uh, RyanSCATRIGG@Gmail.com. And you can also, you can also access our site.
08:00
Speaker 1
All right. Very well. I'll try that as well then, if I have any problem. Thank you. Okay. No. Okay. It's Lima Tango Sierra 00134652. Okay. All right. We're audio.
09:00
Speaker 2
write support.linksys.com. Because we have an AI agent or support assistant that you can consider trying to use to ask for guidance just in case. Okay? All right. Okay. You're welcome. Before we end the call, Ryan, I'll provide your ticket number. Your ticket number is LT SAM 0013 4652. Yes. So, in case you have any issues you can't call us back again and just provide that ticket number as a reference. All right. All right.
09:00
Speaker 1
well, I'll try this. And, uh, so you'll send that email, uh, just, uh, right away or is there a delay on that? Do you know? Or, for a minute all right. Fair enough. They thank you. I'll, I'll look for that. Thank you very much, right? Have a good day. Thank you. Bye. Bye.
10:00
Speaker 2
I, I, uh, I'll send it, uh, after one minute, once we end the call, I'll send it to you, Ms., yes. Yes. You're welcome. Thank you also for calling, and take care. Have a great day, goodbye. Alright.
10:00