V2 Rubric Detail — 5b40ee8e-6b74-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 00:18
Duration
16m 44s
Contact
Teresa Greensweet
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133999
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of device
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided inaccurate technical information, and offered only self-service options without attempting best-effort support. No resolution path was established, and the customer was left to resolve the issue independently, resulting in an unresolved outcome.

V1 Case Analysis

Customer has three WHW01 mesh extenders out of warranty, wants to set them up again. Agent confirmed out-of-warranty status, provided self-help resources (support.linksys.com) and offered to email setup instructions. No further troubleshooting performed.

Troubleshooting Steps
  • Searched for existing customer record
  • Verified warranty status (out of warranty)
  • Explained parent/child node architecture
Key Observations
  • Agent provided the correct support website URL (support.linksys.com) for self-help resources.
  • Agent accurately explained the parent/child node architecture for WHW01 mesh extenders.
  • Agent did not perform basic troubleshooting steps (reboot, factory reset, pairing) before offering self-help, which is a deviation from standard protocol.
  • Agent misidentified the model as 'WWH-J01' instead of WHW01, which is a protocol error but did not impact technical accuracy of the guidance provided.
  • Agent failed to capture the serial number correctly despite multiple customer attempts, leading to confusion.
Positive Highlights
  • Provided the correct support website URL (support.linksys.com) and mentioned the AI chatbot for self-service.
  • Accurately explained the parent/child node setup for WHW01 mesh extenders.
  • Offered to email the customer specific setup instructions and videos, which is a valid self-help path for out-of-warranty support.
Agent Errors / Gaps
  • Misidentified the model as 'WWH-J01' instead of WHW01, which is a protocol error.
  • Failed to capture the serial number correctly despite multiple customer attempts (e.g., '25FS', '25F11').
  • Skipped standard setup steps (power cycle, reset, pairing) before directing the customer to documentation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; only directed to self-service and offered paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, reset, placement check) were performed; agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 96%
Device was out of warranty, but agent offered no best-effort troubleshooting, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process: no questions about LED status, placement, or prior setup attempts.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., KB articles, setup guides, or remote diagnostics) despite needing them for setup.
T3 Not Met No misinformation conf 96%
Agent provided incorrect model name ('WHW-J01', 'WH-01') and malformed URL ('lt.link sys.com').
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, confusion over model/serial, and no clear agenda; call lacked structure.
C2 Not Met Confirmed understanding conf 94%
Used terms like 'parent node', 'child nodes' without confirming understanding; no adaptation.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent created a record but handed off to self-service without owning the resolution.
O2 Not Met Proactive follow-through conf 92%
No specific next steps or timeline; 'you can try our website' is vague and unactionable.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or available; first contact confirmed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 89%
No escalation was performed and none was warranted for a basic setup inquiry.
E2 Not Applicable Escalation prep & handoff conf 89%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed despite customer frustration about poor phone signal and confusion.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, scripted tone without adjusting to customer’s confusion or pace.
X3 Not Met Overall experience conf 93%
Customer was left to figure out setup alone; no effort-reducing actions taken.
Call Transcript23 turns · 25 lines
Speaker 2
Welcome to Lynksys 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.lynksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, a paid support option may be available depending on the issue.
00:00
Speaker 1
Hi there, I wanted to ask a question. I purchased three, what do they, what do they call? Expanders or extenders? Okay. I can give you the first one. I'm gonna have to write it. I'm gonna try to read it. It's 25FS.
04:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Extenders, ma'am. Can I have the model number and the serial number? Okay, so that's 254-sin- Frank, one o.o.M. Like Mary, three Dee is in David.
04:00
Speaker 1
to disconnect them and I did and ever since I did they've been outside sitting in a box and I can hardly use my phone in my house so I thought well maybe I need to you know plug them in again and hopefully I could use my phone better. So my connection is it's just really really poor in my house but they told me that it was interfering to to to turn them off and by theirs. So I think it was just a ploy to buy theirs. I don't know I didn't buy theirs. I wanted to make sure it I did but I wanted to ask you a question. I do you have a record of mine? Like I did I buy I bought either three or four. I have three in front of me but I wondered if there was a fourth one missing. [silence]
06:00
Speaker 2
Okay, so you wanted to to set this up again. Let me just check your previous record. I cannot find a record No, ma'am, using your phone number so let me create a record instead. Can I have your name? Teresa. Okay. [silence] How do you spell it, ma'am? G-R-E-E-N and it's W-E-E-T. Okay. Oh, all right. And your email address? [silence] Uh, yeah, it's
06:00
Speaker 1
Green Sweet at SBC Global.net. Right, but that's incorrect. Now it doesn't work. Green Suite. Same 360@gmail. How long do you keep your records? Not that long. Yeah, not that long ago. At TU verse.
08:00
Speaker 2
the old one? SBC Global, okay. Let me just try to search the record. Nope, it says no record found using this email address. So I'll just have to create a record instead, ma'am, using your new email. So what's your new email? maybe it was a long time ago and it was on our old system. Yeah, so, who is your internet provider, ma'am?
08:00
Speaker 1
What router? What router? So one of these three is a router. This one of them has a different kind of. So let me look. Can I give you this year? Can I give you another serial number to look at it this is what you're talking about a router. [silence]
09:00
Speaker 2
AT&T okay all right so Mr. Reza yeah there's really a need for us to since that is for reconfiguration so we may need to manually set this up okay and upon checking here in our system your router WWH-J01 is already out of warranty okay that's based on our serial on your serial number. so the WWH-J01 now your links are yes that is that's actually a mesh the WWH-J01 is a mesh router so that's the one where we will be reconfiguring.
09:00
Speaker 1
and your model is uh horseschamp 1.1 may 3 bgat A apple 1 8 2 9 8 [silence] but does that mean that because this has two chords, does that consider to,
10:00
Speaker 2
Yes, go ahead. Okay. Yes, actually they are just the same model, WH-01. So, I checked the serial number, so they're almost the same. The 25F11 as you can see on its serial number, they have the same serial number, but it's just different with the last three numbers. Yeah, to set this up, ma'am, one will serve as your parent. [silence] So, I've got all the papers here. [silence] What else, ma'am? [silence] Is [silence] is this your model or? I'm sorry, what? [silence] You said 2516? Or is this your model of your phone? [silence] Yeah. [silence] And the box it came [silence] and nothing can [silence] Oh, something. All right. So, sir, so you have the phone for around two years now? And then now you're having charger issues? So, I'll just proceed with the check [silence] of your devices here and hopefully we'll have it fixed. All right, maybe you can wait for around 10 [silence] minutes or so or less, actually. [silence] Yes, ma'am. [silence] All right, thank you sir. I'll just have this done for a while. All right, thank you.
10:00
Speaker 1
on that's what did you call it? Apeater. I've never heard. Extender. So you're saying extender, not expander. They're extenders. Okay, so why would one be out of date? Expired. [silence]
11:00
Speaker 2
router okay that one is connected that should be connected to the AT&T box and the rest of the nodes will serve as a repeater. So that's how it is set up. Repeater, wireless repeater, yes, or a wireless extender. Yes. They're range extenders. So, yeah. Well, this is a package. Yes, I believe you've got a set of three for this Maim. So it shows in our system that the devices is actually out of warranty and it's no longer covered for free technical support. Okay.
11:00
Speaker 1
[silence] Uh-huh. [silence] Uh-huh. Uh-huh. [silence] Uh-huh. [silence] Uh-huh.
12:00
Speaker 2
[KEEP_UNCERTAIN] What we can offer to you miss Teresa is our website. We do have two options so you can either go to our our website which is support.linksys.com. You will find our articles on how to set up this Linksys devices. Okay? You can set up first the parent node and add the child nodes afterwards. Um, you can also take advantage of our AI tool at the bottom right. So just ask questions um on our AI agent how to manually set this up. Just look for the model number WHW01. That's the first option. And our second option is the paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] Okay, and it's just a one time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting ma'am. So, yeah, that service is non-refundable. So, how would you like
12:00
Speaker 1
Uh, well, first help me figure out, you said I have three. So does that mean the router counts as one and the other two count as, makes the package of three or am I missing one? I just wanna understand. I have, right now, I'm looking at three but one has that little connection that would go to the uh the router. Mhm. Mhm. Right. Right. Oh, okay. So you usually have one as the parent and two as the the the other ones that just child, child nodes. So there's only?
13:00
Speaker 2
like us to proceed, the other thing you'll need. Yes. So, how many how many links? devices you have in there. Yes. So, they're they're all look the same. Okay. One will serve as the main node and then the the other, the rest will serve as a child nodes, ma'am. So that is how they that is how we usually set this up. Child nodes. Yes.
13:00
Speaker 1
you don't sell packages of more than this, I would just have the three. Okay, I was trying to figure out if I was missing one. So, I mean, I didn't use them for long, so if I could connected them myself, do you think they would actually work? Or they die or something?
14:00
Speaker 2
Yes ma'am. [silence] Well as long as it's still as long as it's still powered on then it it should still function well. Um you just need to re-configure it properly. Okay. So you can try our website first Ms. Teresa, if uh you want. It's for free. Um you you will find their articles and if you also um need the the instructions so I can send you an email. There are instructional videos from that email and how you set up the parent node and the child node.
14:00
Speaker 1
I'm, okay, I don't think I'm not very good at this, but I'm going to try it. If all else fails, I'll have to call you then. So, if you could send that, I would appreciate it. When you send it, will you include that email address, or does it come with it? right, but will you send me the video for install as well as your website? Or is it all there? Okay, well let me write down the the other one just in case. And then if you would send it, I'd be very appreciative. Okay, can I have that that you?
15:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Yes, the email that we have in here is the green suite 360 at Gmail.com. No, I don't think it's it's still there, ma'am. So yeah. So it's just the instructions. instruction on videos. Yeah, sure, no problem. I'll just. Yes, the website is S S U P P O R T T.
15:00
Speaker 1
[silence] Okay. Okay. Okay. I will try and if all fails, I'll give you a call back. Thank you. Okay, thank you for helping me. Thank you, you too. Bye-bye.
16:00
Speaker 2
lt.link sys.com yeah it's also on our arm on our our on that email ma'am so yeah the website is actually there so it's it's it's attached okay not a problem ma'am so I thank you so much for your time yes and this is Epi again from links thank you for calling you do have a great night take care bye bye [silence]
16:00