V2 Rubric Detail — 65d8da96-6903-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 21:44
Duration
17m 0s
Contact
Margaleen Carson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133504
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall59.8% (+3.8)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided technically accurate power-cycle instructions via email, but failed to verify resolution or perform deeper diagnostics. While ownership and technical accuracy were maintained, lack of empathy and incomplete troubleshooting left the issue unresolved. No escalation was warranted, but full resolution was not achieved.

V1 Case Analysis

Customer unable to reconnect WHW01 mesh nodes after power outage. Out-of-warranty. Sent email with reset steps containing incorrect model reference (WHW3); no confirmation of fix.

Troubleshooting Steps
  • Collected model (WHW01) and serial number
  • Confirmed out-of-warranty status
  • Provided generic power-cycle and default-Wi-Fi-network steps via email
  • Instructed customer to connect to incorrect 'WHW3' network SSID
Key Observations
  • Agent bypassed recommended modem-diagnostic testing (Step 1 of universal_isp_modem_diagnostics.md) before offering paid support
  • Material accuracy error: instructed connection to 'WHW3' SSID instead of correct WHW01 default SSID (LinksysXXXXX)
  • No post-troubleshooting verification of LED state, internet connectivity, or node re-association
  • Warranty status and support options were clearly communicated
Positive Highlights
  • Accurately collected and verified product model (WHW01) and serial number
  • Clear communication of warranty expiration and available support paths
  • Created trackable ticket number (133504) and provided email with self-help resources
Agent Errors / Gaps
  • Provided incorrect default SSID instruction ('WHW3') for WHW01 model, contradicting KB guidance
  • Failed to verify resolution or confirm internet connectivity after troubleshooting steps
  • Did not perform required modem-direct connection test to isolate ISP/modem issues
  • Omitted critical WAN status verification per velop_wifi_connectivity.md Step 4

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent an email with instructions but did not confirm resolution or verify that the routers came back online; issue remained unresolved at end of call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent gathered model/serial and LED status, advised power cycling, but skipped key diagnostics like testing modem directly or checking WAN status in router UI.
R3 Met Correct resolution path conf 98%
Correctly identified device as out-of-warranty and offered appropriate best-effort options (AI tool, paid support, email troubleshooting).
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (red LED, no connection) and asked for model/LED, but did not ask if modem works alone or if WAN has IP — missed root cause identification.
T2 Partially Met Appropriate tools / resources used conf 88%
Used internal lookup and sent email, but did not attempt remote session or guide customer to check router admin interface (192.168.1.1), which would have been appropriate.
T3 Met No misinformation conf 97%
Power-cycle instructions (modem off first, wait 30s, power on modem before router) are technically accurate per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 87%
Maintained basic call flow but had long silences, minor confusion (e.g., thanking customer after name given), and lost momentum during warranty explanation.
C2 Met Confirmed understanding conf 93%
Used plain language, avoided jargon, and confirmed understanding; customer was able to follow instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership from start to finish, created new case record, followed through on sending email, no transfer occurred.
O2 Partially Met Proactive follow-through conf 89%
Provided next steps via email but did not set a follow-up time, callback, or timeline for resolution confirmation.
O3 Partially Met Closure confirmation conf 85%
Created new record due to lookup failure, but re-asked for name and serial number already provided — minor repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue was standard post-outage recovery for an out-of-warranty device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge customer frustration or express empathy for the outage or inconvenience.
X2 Partially Met Tone & rapport conf 86%
Tone was consistent and courteous, but did not adapt pace or emotional tone to customer’s stressed state or repeated 'I'm going to start the audio' moments.
X3 Partially Met Overall experience conf 88%
Customer had to perform all troubleshooting steps alone; agent could have reduced effort by offering remote guidance or real-time support.
Call Transcript30 turns · 32 lines
Speaker 1
Well, I, uh, my internet went down. I'm with Verizon. So, I had to unplug my Link, Skeet, uh,
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, paid support, 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. Hi, thank you for calling Linksys technical support. My name is Ali and how can I help you today?
00:00
Speaker 1
No that I had. I have the three. And so, but when I parked it back up, they don't come back on. I mean, I can't get them to connect back. I know I'm doing something that, uh, that I'm missing a step somewhere. I'm trying to connect them back to my router. [silence] Yeah. And um, nothing else. Uh, um, um, I unplugged it from my Verizon router and and uh I had unplugged them from the wall and then when I tried to hook, when I plugged them back up, they didn't connect back up like they were.
01:00
Speaker 2
Oh, okay. So, what you just did earlier is just that easily unplugged the power cord. I didn't put it back. Nothing else. Okay. Uh-huh. Okay. So, uh, but prior to this one, the internet
01:00
Speaker 1
No, it started with Verizon. Verizon was having trouble in the area and so, but now Verizon is back up, but my my link see that I had connected to my Verizon, they're not yeah. Well, uh, he walk me through and first I see the signal that is up and running. I I have internet on my router, it's working. And it was, it was red, but it's working now.
02:00
Speaker 2
um did the internet problem starts with the Verizon or did you experience any issue like power outage? Oh, okay. I think. um how did the Verizon um representative confirmed that the internet is now back up and running? Okay, the signal. Oh, okay.
02:00
Speaker 1
Yes. And then I have, I have one that's connected directly to it and then I have two that, that's not connected to it directly, but they, they were working. I W 8 W 01 that's the model. [silence]
03:00
Speaker 2
okay. So the one that you have from Verizon is not a modem alone, but a gateway, because you are connecting to it directly, right? okay. Okay. Uh-huh. Who, Linksys? Uh-huh. Okay, I see. So, um, so what we are going to do, because I was trying to pull up any record using your phone number and unfortunately, I was not able to put up something. Can you give me the model number? and the serial number of your own Linksys router that is hooked up directly to your Verizon router?
03:00
Speaker 1
Model number and the serial number two, five, F, one, three, M, three, five, B, as in boy, one, two, three, nine, two. Mhm. Mhm. Yes. Okay. uh it's a red light on it.
04:00
Speaker 2
and the serial number okay let me let me verify it for you that's two five F for Frank one three m for Mary three five B for Bravo one two three nine two okay perfect thank you so much give me one moment so right now the one that is hooked up directly to your Verizon router can you tell me what is the LED light coming from that router.
04:00
Speaker 1
You're welcome. Sure. My first name is Marguerite. M-A-R-G-A-L-E-E-N. My last name is Carson. C-A-R-S-O-N. You're welcome. [silence]
05:00
Speaker 2
Okay, thank you so much. Um, ma'am, let me just go ahead and create a record for this conversation because I can't pull up any, um, information or record under the phone number or the serial number. Uh, can you give me your first name and your last name, please? Okay, thank you so much. And, um, let me just put this one here. So you mentioned that you have Dish Network. And what's your account number? And that's eight, seven, two, one, zero for the first five digits. 2,241
05:00
Speaker 1
Yeah, three came together. One hooked to the router and the other two I can spread and plug it up anywhere and use. Your welcome. Mm-hmm Oh, I don't know. Let me see if I have it in my app. Uh let me see. Let's see. [silence]
06:00
Speaker 2
Okay. Okay. Yeah. Okay. You spread it all the house. Okay. Thank you so much for that information. Okay? Um, um, Ms. Margicleen, uh, just please, um, when do you, like, I don't know, if you can provide, um, estimates, um, year and month for this, um, how long would you say that you have this router?
06:00
Speaker 1
Uh. Hmm. Uh, let's see, if they come out, thought I could see them.
07:00
Speaker 2
Yes, what what I actually see here from our end is that um the first time that you have or you created an account do you have a prior linkset before this? Okay, yes. As per checking here, the first time that you created an account on linkset was actually like around um September 18 of 2021. So, and this is actually also the one that you have, the WHW01. So. [silence] the warranty of this router [silence] Miss Marjolaine will only last for three years. [silence] Now, it's more than three years already and the router are already considered as out of warranty. [silence] Now, the if the device Miss Marjolaine is out of warranty, there are options that you could choose from. [silence] So, the first option is, uh, you can take advantage with the AI tool agent of Linksys on the official website that is support dot linksys dot com. [silence] So, that AI tool agent is located at the lower uh, right corner. [silence] So, the second option here, uh, Miss Marjolaine is our paid connect service. [silence] Now, that paid connect service will cost you $15.00. [silence] And then that $15.00 will only [silence]
07:00
Speaker 1
[silence] Yeah. Yeah, it was.
09:00
Speaker 2
Would it last for an hour? And if we happen to discover that one of your routers are defective or is defective, there will be no replacements and no follow up session. And to give you a heads up, this $[REDACTED_PAYMENT_DIGITS] is a non-refundable fee. Now, the third option here, Miss Marjolin, is I can send you an email with a troubleshooting instruction that you just need to follow so that you can make this whw01 work back up and running because you mentioned it was working properly before the internet outage. So, Miss Marjolin, how would you like us to proceed on this one?
09:00
Speaker 1
Oh, you can send me an email with instructions on how to, can you, oh yeah, well go ahead and send me the email there. I'll try to get it. Uh, you already sent it? Okay. All right. I'm going to start the audio. I'm going to start the audio. I'm going to start the audio. I'm going to with my heart.
10:00
Speaker 2
[silence] [silence] Yes. Yes. Okay. [silence] Uh can you stay on the other line just to confirm that you received it already. Uh no I'll be sending you an email and I just want you to stay on the other line. So that after I send it you can confirm that you received it. Uh-huh. One moment.
10:00
Speaker 1
Michael, did you send it to my Gmail account or my? Oh yeah, okay. Yeah, I just got it. Let me open it up.
11:00
Speaker 2
Okay, give me one moment. Okay. miss Marjolaine, I just sent you the email, kindly check it if you receive it already. please, to your Gmail account, it's on cmarjolaine@gmail.com. Uh-huh.
11:00
Speaker 1
Okay, you see. Okay, no internet. Yeah. Check physical connection. Restore your devices. Power off your modems. Wait there. Connect to the W E C Yeah, connect to the WHW3 network on your computer or mobile device. Connected, the bar, the fault one. What does that mean? It says connect to the WHW3 network.
12:00
Speaker 2
yes and yeah that's the one that you have yes um what shows there is WHW 01 but since it comes with 3 routers, so that's why it's [silence] [silence] [silence]
12:00
Speaker 1
Mm hmm. So, on your computer or mobile device, connect to the default Wi-Fi network name. Okay. Hang on. Oh, yeah. Oh, so I'm I'm supposed to connect to the Wi-Fi on the bottom of the Linksys router. Right? Yeah. Okay. Okay. Turn off um, you talking about turn off the router, the? Turn it off. And.
13:00
Speaker 2
wh03. Yes, but don't forget the second instruction, okay? To turn off everything, especially the modem or the internet sports. The router, the router from Verizon. Yeah, turn it off.
13:00
Speaker 1
cut on. Just cut. Cut on. I don't cut all three of the links his on. I just at first just cut on the one that's connected to the modem.
14:00
Speaker 2
and then wait for 30 seconds before turning it back on and also turn uh after you turn off the router from Verizon you should also turn off the Lynxis router. Now, after you wait for 30 seconds then that is the time that you can power on the modem or the router from Verizon first. Once the router from Verizon is up and running, then that is the time that you can power on your Lynxis router or the main one. As here from the instructions. Yes, uh I'm sorry. [silence] I don't know, just uh turn off everything. Once you're done dealing with the one that is connected to the modem, then you can then work with the other two. So with the other two, if the router is not yet fully reset, then they can be easily connected right away to the main router or to the main linksys router. But if you are going to reset the WHW01 that you have or the linksys router that you have, then that is the time that you need to add those two back again to your network. So I'll be sending you another email for that one, so that you will be guided as well on how you can add them back to your network if you perform the reset on the main router, okay? Okay, thank you so much, Miss, Miss Margiolane. [silence]
14:00
Speaker 1
Let me write that down. 1354. Okay, that's what I got. 50413354. All right. You, too. Thank you. Thank you. Thank you. [silence]
16:00
Speaker 2
So yeah, just please easily follow the steps from this one so that you will be guided on how you can troubleshoot your WHW-03. So, and also the ticket number of this conversation will be 133504. Okay, 133504. Okay, perfect. Thank you so much for Mr. Margret. I do have a wonderful day ahead. Bye bye for I now. Thank you.
16:00