V2 Rubric Detail — 63652760-6a8e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:52
Duration
7m 29s
Contact
John Livingston
Issue Type
Feature Question
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00133819
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_LSWF app not working when connected

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.2% (-32.8)

V2 Grader Summary

The agent provided technically accurate information about the WHW03 app sunset and correct web access method, meeting R3 and T3. However, no troubleshooting was conducted (R2 Not Met), the agent abandoned ownership (O1, O2 Not Met), and communication was poor (C1, X1, X2, X3 Not Met). The case represents an ownership gap—correct path identified but not followed through.

V1 Case Analysis

Customer unable to see nodes/devices in Linksys app for WHW03 Velop mesh after firmware update; advised to use web interface at http://192.168.1.1 or http://myrouter.local as app support was discontinued for WHW03.

Troubleshooting Steps
  • Identified WHW03 model from customer description
  • Informed customer of recent firmware change discontinuing app support for WHW03
  • Provided correct local web interface URLs for router management
Key Observations
  • Agent provided technically accurate, KB-backed guidance about WHW03 app deprecation and correct web interface access URLs.
  • Critical protocol failure: serial number was not collected despite being required for product-specific support.
  • Call suffered from poor communication control (long silences, overlapping speech) and ended abruptly without solution verification.
  • No confirmation obtained that the web interface resolved the issue or that the customer understood the instructions.
Positive Highlights
  • Accurately diagnosed the issue as a known firmware change affecting WHW03 app compatibility, consistent with KB documentation.
  • Provided correct local access URLs (http://192.168.1.1 and http://myrouter.local) for WHW03 management per KB guidance.
  • Correctly identified product family (Velop) and model (WHW03) based on symptom description.
Agent Errors / Gaps
  • Failed to collect product serial number despite repeated prompts for customer details.
  • Did not verify whether the customer successfully accessed the web interface or resolved the issue.
  • Poor call control with overlapping speech and long silences during critical instruction delivery.
  • Ended the call abruptly without confirming customer understanding or offering follow-up support.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly informed the customer that the WHW03 app is no longer supported and advised using the web interface (myrouter.local), but did not confirm if the solution worked or provide follow-up steps.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., power cycle, verify web access, check firmware); agent immediately attributed issue to app sunset without validating network status or router functionality.
R3 Met Correct resolution path conf 95%
Agent identified the WHW03 model and correctly directed the customer to use the local web browser per the app transition policy, which is the appropriate resolution path for this end-of-app-support scenario.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed the symptom (app shows zero nodes) and identified the model, but did not ask about recent changes, firmware version, or test connectivity—missing key diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used (e.g., remote verification of myrouter.local, firmware check, or guidance to access router UI); agent relied solely on verbal description despite the need to confirm web interface accessibility.
T3 Met No misinformation conf 100%
Information provided—that WHW03 no longer supports the app and should use http://myrouter.local—is factually accurate and aligns with KB article universal_app_transition_notice.md.
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeated opening script, lost conversational flow, failed to manage transitions, and ended call abruptly without confirmation—indicating loss of call control.
C2 Partially Met Confirmed understanding conf 85%
Agent used basic terms but spoke in a disorganized, scripted manner with excessive fillers ('um', 'sir') and did not adapt to customer’s confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent offered one piece of information and disconnected without ensuring resolution, taking ownership, or offering further assistance—abandoning the case prematurely.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or callback commitment were established; agent ended the call without confirming resolution or offering follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted—the issue was within L1 scope and resolvable with proper troubleshooting.
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 95%
Agent showed no empathy, failed to acknowledge customer frustration over sudden app failure, and maintained a detached, procedural tone throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or style despite customer’s fragmented input and confusion; communication remained rigid and ineffective.
X3 Not Met Overall experience conf 95%
Customer had to repeat email details and was left to figure out web access independently, increasing effort instead of reducing it.
Call Transcript14 turns · 15 lines
Speaker 1
I'm having trouble with the app connecting to the router. I have a mesh system, and it just started today.
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 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, paid support options are available depending on the issue. Thank you for calling Linksys. This is uh how may I help? What's the model? Uh killer. Thank you for calling Linksys. This is uh how may I help? What's the model? Uk. Linksys uh service desk. What's the uh what's the model? Mr.
00:00
Speaker 1
no. can you look up my account? can we go that way? possibly. no, email. jsl, 56 at msn.com. jsL 56. correct. it's a Velop mesh system. [silence]
01:00
Speaker 2
Do you have, sir, the case number or? Uh, okay. You may, uh, yeah, let me double-check the email. Okay, can I have, sir, the email? Mmm, That's JulietSam56. MSN.com, right? Okay, let me check.
01:00
Speaker 1
Yeah, probably. So, up until now, I've been able to control it using an app, both on an Android phone and an iPad. For some reason, today when I go to do that, it asked, you know, it comes on, it says I have zero nodes and zero devices, and it says restart the network. So, I restart the network and it's, you know, it's communicating with the nodes, but it doesn't recognize them in the app. Multiple times I've restarted the network now.
02:00
Speaker 2
Is that for the WHW03. Okay. So, yeah, what's your concerns there for the unit? Okay. When you log in to the app, did you log in using an email and like an email account or the Linksys account?
02:00
Speaker 1
yeah, I logged in using the email. John Livingston, Yes,
03:00
Speaker 2
okay, um, yeah, for that one, sir, sorry, um, can you, can I have, sir, your first name and last name? Okay, and this is the best call back number in case the call get disconnected, right? the one that ends in 3400. Thank you so much, sir. So, um, we had sir, an update with the WHW-03 just recently. maybe like three, um, three weeks ago. so, um, with that update, um, with that update, sir, it shows out that, um, the WHW-03 is no longer compatible with the Lixiou app, but you can control, um, you can actually monitor, or, um, you can still use it using the web interface.
03:00
Speaker 1
[silence] Wow. What is, what's the web address? It's 19. 1169. 1192 11. Yes, so are you. 192 168one.
04:00
Speaker 2
Sure. So we have. Yeah! For sure. You're: you're cutting in and out. That one: that one.
04:00
Speaker 1
one. Oh. All right. Oh. So, that's uh, gives me my Starlink. The mesh system is connected to the Starlink. So, my router.local, I misspelled here. Okay, here it is. Okay, to a great, I mean, AI are out. to promote broad access.
05:00
Speaker 2
Okay, so your Starlink is the one that's on dot one dot one. So can you try my router dot local instead? Yeah. Sorry, sorry, you're
05:00
Speaker 1
All right. I think I, I've got enough information now and I'll let you guys know if anything happens. And maybe I'll explain it to you then. Yeah. Done.
06:00
Speaker 2
cutting in and out again. Okay, sir. If, um, yeah, if you have any additional concern, you can give us a call back. [ silence ] Hello, sir. Hello, sir, can you hear me? [ silence ] Hello? I'm sorry, sir. I cannot hear any response on the other line. Uhm, if you have concerns, sir, regarding links this, kindly give us a call back so we can assist you with the, uh WHW034 additional concerns, okay? Have a great day. Bye-bye.
06:00