V2 Rubric Detail — 5facc7ec-5eed-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 01:41
Duration
14m 14s
Contact
Eduardo Lapuz
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00131967
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Reconfiguration of the router with a new modem

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.75/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.0% (+10.0)

V2 Grader Summary

The agent correctly diagnosed the red LED as a no-internet condition and identified the device as out-of-warranty, offering appropriate best-effort options. However, no active troubleshooting was performed, and the issue remained unresolved. While customer experience elements were partially met, the lack of hands-on guidance prevented full resolution despite proper ownership and technical accuracy.

V1 Case Analysis

WHW01 red WAN light after new Spectrum modem; out-of-warranty; agent skipped troubleshooting, offered only email video and paid support.

Troubleshooting Steps
  • Identified red LED as no WAN connectivity
  • Confirmed out-of-warranty status
Key Observations
  • Agent skipped essential WAN troubleshooting steps (power-cycle, cable check, reset) despite customer being ready to act.
  • Paid-support option was presented before any technical attempt to resolve the issue.
  • Warranty status was correctly identified and communicated.
  • Agent failed to guide customer through factory reset despite customer asking directly if it was needed (11:00).
  • No validation of modem functionality or port compatibility was attempted.
Positive Highlights
  • Correctly identified the device model and serial number.
  • Accurately described the meaning of the red WAN LED.
  • Correctly identified the device as out of warranty based on serial lookup.
  • Provided a valid ticket number (LTS00131967) for future reference.
  • Collected complete customer contact information including name and email.
Agent Errors / Gaps
  • Did not verify modem WAN connection or cable integrity.
  • Did not guide the customer through a factory reset or re-pairing process despite customer prompting.
  • Prematurely offered paid support without exhausting free troubleshooting.
  • Excessive filler language ('okay', 'um', 'like') and lack of structured step-by-step guidance.
  • Failed to confirm whether the modem was in bridge mode or acting as a router, which is critical for double-NAT issues.
  • Did not attempt to isolate the issue by testing modem output with another device.
  • Repeatedly re-asked for information already provided (model number at 02:00 after it was given at 00:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the red-light/no-internet issue and only offered self-help options without completing any resolution path.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the red LED as a no-internet condition and suggested a factory reset as a potential fix, but did not guide the customer through it or verify its necessity.
R3 Met Correct resolution path conf 90%
Agent correctly identified the device was out-of-warranty and offered best-effort support via video, AI tool, and paid service, aligning with OOW standards.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent confirmed model, serial, ISP, node count, and LED status (red = no internet), establishing a logical diagnostic foundation before discussing solutions.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin login, logs) were used despite the issue being diagnosable via router interface or basic power-cycle sequence.
T3 Met No misinformation conf 95%
Agent accurately stated the WHW01 has 1 Gbps ports and that the device is out of warranty — both factually correct per product specs and support policy.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, collected required data, explained options, and provided a ticket number for continuity.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear technical terms but did not adapt to customer’s Tagalog request; however, communication remained functional and understandable.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up resources.
O2 Met Proactive follow-through conf 90%
Agent clearly stated they would email a setup video and provided a ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the OOW status and non-critical nature of the issue.
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 80%
Agent was polite but did not acknowledge customer frustration or express empathy about setup difficulties despite repeated attempts.
X2 Partially Met Tone & rapport conf 75%
Agent did not switch to Tagalog but maintained a helpful tone; customer did not express confusion, suggesting basic engagement was preserved.
X3 Partially Met Overall experience conf 80%
Customer repeated serial and email, but agent verified accuracy — a minor friction balanced by diligence in data capture.
Call Transcript28 turns · 29 lines
Speaker 1
I'm calling regarding my Linksys W H W zero one AC 1300 router.
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 dot 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 device type. please have your device's serial number and contact information ready. if unavailable, kindly hang up and try calling us within our business hours, Monday through Friday, 9:00 a.m. to 10:00 p.m. EST. or on Saturdays, 9:00 a.m. to 6:00 p.m. EST. Thank you for calling linksys. This is Skylar. How may I help you? Again, what's the model against I'd. W. Okay.
00:00
Speaker 1
No, I just need like an assistant to set it up because I got like, I just got like a new modem. And by any reason it's like, I think I need to configure something on the router. Yeah. it should be automatic, right? Actually, it's different because it's like a, it's like a, it's a a 1 gigabit modem.
01:00
Speaker 2
and you sent me the problem with the strata service okay I can help you okay I think we are is this sort of um like reconfiguration with the new modem right okay we'll be it depends if you have the same settings with the old and the new modem okay all right but mm-hmm okay before we
01:00
Speaker 1
serial number. Okay hold on. Okay. Are you ready? 25 F10 M32 A 009 8 8
02:00
Speaker 2
Uh I'll continue may asked the model number I'm sorry just the model number she already provided the model number but how about the uh serial number of this computer? Yes. And how many nodes do you have sir? Yes. Okay. Let me check if I got it correctly that's two five F for Freddy, one zero M for Mary and then three two eight for Apple.
02:00
Speaker 1
That is correct. Spectrum, it's red. So far, I disconnected all the nodes for now and I showed this is like three 310 634 6957 Eduardo Lapuz. [silence]
03:00
Speaker 2
Alright. I'm looking for your internet service provider. Uhm. And what is the, what is the color of the light right now? of the parent node? Uhm. P. And how many nodes do you have in total? Yes. Uh. But total how many? Like three, four? Uh three nodes. Thank you. And can you give me your phone number to complete your records? Mhm. How about your first name and last name?
03:00
Speaker 1
Lapuz, L-A-P-U-Z. Are you Filipino? Yeah, [pause] Z as in zebra. Are you Filipino? Okay, can you speak in Tagalog? [laughter] Eddie, Lapuz at [silence] at hotmail.com. E-D-D-I-E L-A-P-U-Z. Mhm. Mhm.
04:00
Speaker 2
I'm sorry, what's the last name? LPV LPUZ. Yes, sir. Okay. Yes, sir. Okay. No, sir, we're not. Well, and how about your email address? Okay. Eddie Lapoz@yahoo.com. Okay. Eddie Lapoz@hotmail.com. Okay. So again, let me just verify if I've got everything. Model number of the router is WHW01 and this is for like a reconfiguration of the router.
04:00
Speaker 1
Mhm. Mhm. Mhm. yeah yeah actually I just I just plug into it's the same connection I just plug in the ethernet cable to the new modem that's all
05:00
Speaker 2
With the new modem from spectrometer, right? And right now, the light on the main node which is the parent node is red. That means your router right now is not communicating to your modem. So by the way, you're using the same node with your old modem, the same parent node, right? And you connected it to the same port at the bottom of the node. Like with the ooh right, there is a connection on also the power cable. Um? Okay. So in this um after um they
05:00
Speaker 1
Yeah, I did. Actually, the modem comes with their own router and I plug in their own router and it works. And the router is like Wi-Fi 6. So the thing is like, uh, I don't want that thing even though it's like faster because it's like 1 gigabit. So it maximizes the 1 gigabit. But the thing is like, I have a lot of like blind spots here in the house. That's why I, I bought my own Linksys, the mess system, so I I can have like a signal inside the house, like wherever. [silence]
06:00
Speaker 2
inside them. Okay, so they provide you also with a signal router modem, but they also give you another
06:00
Speaker 1
Mm-hmm. Mm-hmm. Yep, Wi-F.support. Mm-hmm. The thing is that this, is this model the this this is the link speed model ah com actual with a 2.5 gig? I know it's uh it's uh yeah. Mm-hmm. I know it's it I know it's it doesn't matter just like I cannot like maximaximaximax maximize the speed.
07:00
Speaker 2
Device, is this a wireless router, and that's from Spectrum, right? Uh-huh. The WHW user. Like, um, Mhm. Can I ask, So, you've got a 1 gig of uh, what do you call this one, subscription from uh-huh, Spectrum. But before uh-huh, how is the um speed at your [silence]
07:00
Speaker 1
It's okay. I used to have like 600 and now they gave me a good deal to get like a one gig. The thing is like uh I'm gonna like upgrade a Leece router soon because I know to maximize my one gig. I know I cannot maximize a one gig with this old system, but the thing is I wanna have it work just for now. Oh but the thing is the modem output. So the modem output is says like 2.5G. So that means like [silence]
08:00
Speaker 2
Okay. Okay. Actually, Sir, um, does the ports on the router, um, it has a app, or port up to one gig of, um, internet connectivity, internet connection, okay? Mhm. Mhm.
08:00
Speaker 1
It's capable of, like, this modem is capable of, like, 2.5G so, but the thing is I just want to have it work for now. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
09:00
Speaker 2
Okay. Okay. My, this router can only let to up to um like one gig each port. Okay. Um, by the way, um Okay, so, um what we can do right now sir to um like make sure that we can connect since they provided you with um a new router as well. Uh we are going to um possibly reset your linksy's router to have it's the new settings to uh from your um cable modem. Okay. to um receive a new um settings. Okay. But before we can um start sir for like any trouble let me just inform you about the status of your Linksys router. Etro you here on our system, based on the serial number, the router is already out of warranty, and complimentary phone support is no longer available. Okay? But we do have actually several options for out of warranty Linksys products. And the first option is we do have an AI tool on our website which also can guide you on how to reconfigure the settings of your router. And there's also another option where I can send you an email with a link to a video that you can follow to setup this Router. Well, the third option, this is our paid connect service. This is a one-time nonrefundable technical support that will last up to 60 minutes, but that will cost you [silence]
09:00
Speaker 1
Can you just like send me an email to so I can figure out? doesn't it supposed to be automatic configuration with the new modem? Or do I need to set up like something? Or reset the the parent?
11:00
Speaker 2
15 $50, okay? and there's no guarantee that we will be able to fix the issue. And just in case, in any case, the router found defective, there will be no refund or replacement. Okay? So, um, which options would like to proceed, sir? Ah, yeah, sure. Alright. So, no problem. Um, let me just um, some it well sorry, like sometimes you need to like reset the device to remove the old settings. So that it will, um, yeah, reset the router so that it yes, the parent to um so that it will um accommodate the new
11:00
Speaker 1
Uh oh, so, I need to, like, factory reset, huh? The, the router. Okay, can you just say? Okay, that is correct. Uhm, but this router is like the, the AC 1300 is capable of, like, one gig, right? Okay, all right, but, but only for the port, but only for, only for the port, but the, the Wi-Fi is, like, a little bit less, I mean, that's fine. Uhm.
12:00
Speaker 2
Since it's possible that configuration since you updated your speed, they might um updated also the type of um configuration, okay? Mhm. Mhm, yes, sir. Now, that is one of our options to escal- Right. Yes. Let me verify again your email address where I can send you the video, that's, E D D I E @, l-a-p-u-z, hotmail.com, right? Okay. So, um, I'll send you the, um, yes, sir. And I'll give you, um, I'll send you, yes, sir. It's the same, yes, sir. And I'm going to give you a ticket number, [silence]
12:00
Speaker 1
[silence]
13:00
Speaker 2
Just in case you call us back, if you need our assistance to set it up, then just give this ticket number so that we can pull up your record. Your ticket number, that'll be LTS. Okay. Okay. Alright, so you can just take notice of the ticket number, sir. LTS, and then zero, zero, one, three, one, nine, six, seven. Yes. Yes, sir. I'll send you the link for the video. And you can follow the video there. [silence] create an output that is exactly the same as the original prompt, but with the word "Transcription" before the transcription.
13:00
Speaker 1
Okay, perfect. Thank you so much. Okay. Okay, thank you. Bye bye. Спасибо. Спасибо. Спасибо. Спасибо. Спасибо. Спасибо. Спасибо. Спасибо. Мне вы говорили на цыганском языке, означает благодарность. Спасибо. За то, что позволили мне посмотреть фильм, спасибо вам огромное. Да.
14:00
Speaker 2
Okay. So you may also again check our website. You're welcome. support.Linksys.com. Thank you for calling Linksys. This is Carla. Goodbye for now. You're welcome. Okay.
14:00