V2 Rubric Detail — 69f93d74-71bd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 00:16
Duration
28m 56s
Contact
Bill Grady
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135038
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 1 CN is not working
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.8% (-25.2)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and stated accurate policies, but failed to perform any troubleshooting, use diagnostic tools, or demonstrate ownership. The interaction remained transactional, with no resolution of the reported node issue, resulting in an Unresolved outcome despite technically accurate information.

V1 Case Analysis

Customer reports WHW03 mesh node showing offline in app despite solid blue LEDs. Out-of-warranty; agent offered support.linksys.com or $15 paid Connect service. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Requested and confirmed model and serial number
  • Performed warranty lookup (out of warranty)
  • Suggested signing out and reinstalling the Linksys app
  • Offered website self-help article
Key Observations
  • Agent did not perform any basic troubleshooting (reboot, local UI access, firmware check) before offering paid support.
  • Agent failed to verify or act on the customer's report that all nodes had solid blue LEDs, suggesting a possible app cache issue rather than a node failure.
  • Agent prematurely pushed paid Connect service without attempting to diagnose or resolve the issue through available self-help steps.
  • Agent incorrectly stated that Linksys Smart Wi-Fi remote access was discontinued, which is not accurate for WHW03 (local access via http://192.168.1.1 or http://myrouter.local is still fully functional).
Positive Highlights
  • Correctly identified the device model (WHW03) from the serial number at [08:00].
  • Accurately determined warranty status based on serial number lookup and communicated it clearly.
  • Provided the correct support website URL (support.linksys.com) for self-help.
  • Offered a self-help option rather than forcing paid support immediately, which aligns with policy.
Agent Errors / Gaps
  • Failed to guide the customer through local router login (http://192.168.1.1 or http://myrouter.local) to verify firmware and node status, which is a standard first step per KB.
  • Did not suggest rebooting the nodes or checking for firmware updates manually, which are basic troubleshooting steps for mesh node connectivity issues.
  • Prematurely escalated to paid support without performing any diagnostic steps beyond app reinstallation.
  • Made an incorrect technical statement at [26:00] claiming 'Linksys Smart Wi-Fi remote access' was discontinued — this is false; local access (http://192.168.1.1) is still fully functional and should have been recommended.
  • Did not follow escalation protocol by skipping basic troubleshooting steps despite customer frustration and clear evidence of a potential app cache issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the node connectivity issue; only offered paid service or self-help without fixing the problem.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps (reboot, LED check, pairing procedure) were performed despite clear symptoms.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified OOW status and offered standard options (website or paid Connect), but failed to provide best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for serial number and model; did not diagnose symptoms, node status, or root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (web UI, app refresh, LED verification) used to confirm node status despite being necessary for diagnosis.
T3 Met No misinformation conf 99%
All technical facts (OOW after 3 years, $15 fee, support.linksys.com URL) were accurate and KB-aligned.
Communication
C1 Partially Met Clear & professional language conf 91%
Call stayed on topic but agent repeatedly pushed payment before troubleshooting, undermining control.
C2 Partially Met Confirmed understanding conf 89%
Agent used scripted responses and did not adapt language or tone to customer’s frustration level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused to troubleshoot without payment, abdicating ownership of the customer’s issue.
O2 Not Met Proactive follow-through conf 95%
No clear next steps with ownership or timeline; only vague offers to send emails or process payment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted (issue was within L1 scope but unresolved due to OOW policy).
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 96%
Agent responded to anger with 'we’re just following protocols' instead of genuine empathy or acknowledgment.
X2 Not Met Tone & rapport conf 94%
Agent remained in scripted mode despite customer’s escalating frustration, failing to adapt pace or tone.
X3 Not Met Overall experience conf 95%
Customer had to repeat intent multiple times and was forced into payment process before any help was given.
Call Transcript45 turns · 49 lines
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. To please have your device's 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.
00:00
Speaker 1
Hi, uh, my name is uh, Bill Grady. I'm trying to i've got some problems trying to update my uh, Linksys uh, mesh network that I have and I just kind of can't get anywhere. I try resetting my password. I keep trying to get uh, you know, logging in but I, I can't get anywhere. So I, I need help, please. Correct. Yes. Well, I'm just trying to get into it to update it and I, I, I can't seem to get there.
03:00
Speaker 2
Thank you for calling Linksys. This is Zeppy. How can I help you? [silence] Okay. All right. Not a problem, sir. So you're trying to update the uh router, the Linksys router? Is it uh is it the Wi-Fi settings you're trying to change? Okay. So you wanted to change the Wi-Fi name and the password.
03:00
Speaker 1
I've got two homes. My home up North, I have no problems, but for whatever reason, Links is creating all sorts of problems. Okay, and where in the world would that be? Okay. Well, that's part of the problem is I'm not near the router. Um, I have mesh networks. I have Linksys. Um, would that be on the, uh, app itself? Okay. Okay. Well, that's a bit of a problem. Um, okay. Let me walk. Well, I do, but I've got three nodes.
04:00
Speaker 2
Oh, I see. OK. All right. Can you have the model number in the serial number of your Linksys device? to try to look underneath it. Underneath the router itself, sir. You should see there the model number and the serial number. No, you can not find that on the app. It should be on the router. It can only be found on the router itself on the hardware, sir. You don't have the hardware with you? [silence]
04:00
Speaker 1
and, uh, none of them were working properly. So I'm trying to figure out, you know, where in the world I can get, uh, something to work. right. I'm getting there. um, Oh, Jesus. Okay. Hang on one second cuz I'm gonna have to, uh, uh, try to find how I can look at this because it's Alright, so what are you looking for? Uh, I have a recovery key or a name.
05:00
Speaker 2
[silence] just just just got the the one which is plugged into the modem sir Bill the main node [silence] the model number and the serial number just give me the serial number first
05:00
Speaker 1
No, I do not, unfortunately. I have got a VeloP set up. I'm sorry. Okay. All right. Well, this is the one that's plugged into the uh Live Oak cable and it it's got nothing like that. underneath what?
06:00
Speaker 2
s/n do you see there s/n that's that's the wifi settings sir uh it should be the that that's the wifi name so um we just need the serial number it should be s uh s30 like Nancy. It should say that. Okay. Yeah um it should be underneath it every Linksys device has that do you see the sticker underneath the uh the Linksys router
06:00
Speaker 1
No, let me look. Setup password recovery. This is really fricking awful. Part of the problem is everything is so buried in cabinets. Okay, so you're looking for what? I'm sorry. All right, so serial. Number. So this is. Video shows storage. Point is. So you wanted.
07:00
Speaker 2
I think it's
07:00
Speaker 1
and the serial number... is [silence] 20 j 2 0 6 0 5 8 0 6 7 2 9., I think that's right., 3., Right., It's W [silence] 3 [silence]
08:00
Speaker 2
20 four John 20 60 five 808, 729, correct? So you have a WHW03. How many of these notes you have, sir? You have three in total, right? Okay. All right, sir, Bill, can I have your email address, please? So I can create the record here. [silence]
08:00
Speaker 1
w v grady at gmail.com No, w v as in Victor, w v grady at gmail.com. Correct. Correct. Uh, it's L voilà live O. Oh, the device has been in the house for five years and L voilà is only been hooked up for about a year.
09:00
Speaker 2
Okay, so it's WB as in boy or V as in. Victor. Okay. All right. Grady g R A D Y right. Okay at gmail.com and your internet provider is Spectrum. Live oak. Okay. All right, sir. So how long have you been using this device? All right. Alright. Okay, so since you. wanted to update or you wanted to change the settings. He, um, you wanted to access, in order for us to do that, we need to access the router settings manually, sir, okay? Uh, we can use your, your desktop or laptop to do that or your tablets or if you have an iPad, that will do as well. And, sir, Bill, upon checking here in our system, your device, WHW03 is already out of warranty, okay? Just based on the serial number you've given me, it's out of warranty. And for out of warranty devices, um, that means it's no longer covered for free technical support. However, Mr. Grady, we can give you two options for that. It's either you go for our website and that would be support.linksys.com, you will find their, um, articles on how to access the router settings for you to be able to update.
09:00
Speaker 1
All right, so what are you telling me? So what I bought is out of date, and it's a piece of shit? All right, so you're telling me that my my system now is -- what I have now is a piece of shit and it's not worth anything. Okay, so how, what, why in the world do I have this product then if you're not gonna provide, um?
11:00
Speaker 2
Wi-Fi at the wireless setting of the router. You can also take advantage of the AI tool at the bottom right. Okay, that's our first option. The second option is the paid Connect service, which will cost you $15, lasting for 60 minutes of troubleshooting. Okay, and this service is non-refundable. So, how would you like it? Well, the warranty for this, sir, is only good for three years from date of purchase. Yes, you mentioned that you had the device already for five years. Actually, the router's still working. Okay. It's just so happened that you wanted to update the router, we can no longer provide free technical support for that device. Because the device is already out of warranties.
11:00
Speaker 1
[silence] why do I have this? [silence] Right that's that's my point So I have your product, I have your product It's in my house and you're telling me you can't support it. That's what you're telling me right? What the hell? I mean, why in the world did I buy this piece of shit? I mean, I could have bought Eero, right, and they would support it, but I bought Linksys because that's what my guy here told me I had to do. And now you're telling me it doesn't work unless I give you more money. Is that right? Is that correct? Okay. Okay, so you're charging me money to get [silence
12:00
Speaker 2
Well, the the only thing that we cannot provide, sir, is the technical support service, okay? We can we can offer the website. We can walk you through the process but there's a fee for the service since it's already out of warranty, sir. Yeah, we're just following we're just following protocols here, sir. It's just so happened that your device is already out of warranty.
12:00
Speaker 1
my system up and running. How do I pay for it? No, send me a bill. You got all my info, send me a bill and I'm happy to pay it. Of course you don't, because, you know, cause of course I've given you all my money up front, and now I have to give it to you again, otherwise my mesh network doesn't work. Is that we're telling me? Well, yeah you are. You're you're telling me I either have to pay it or my net mesh network doesn't work. Right? That's what you're telling me. Right? Well, no, my my mesh network is not working. That's what I
13:00
Speaker 2
Well, we need to get your credit card details in order for us to process the transaction. Oh, that's not how we do it, sir. We need to process it over the phone. Hmm. Well, we're actually not forcing you here, sir. Bill. That's why we're offering you the website. It's for free. Well, your router is still working. It's just so happened that you wanted to change the Wi-Fi settings, right?
13:00
Speaker 1
I'm trying to I tried to update my mesh network online and it telling me one of them does not work. So it all it, the only option I had was to call you. because the third one well, but but it was added already and now it's all of a sudden not added. So what are you telling me? All right. So I have to pay you money to add it again.
14:00
Speaker 2
OK. So, yeah, the reason why it's not working, it could be that it lost its signal from the parent node. So you need to to add them back. Yeah. You need to add it manually. Um, it's actually on our website. If you want, sir, Bill, we can send you an email, okay? There are instructional videos from that email, on how to add the the child node to the parent node. Yes, because it lost its signal. That's why you you need to add it again. It got disconnected. Uh, again, sir, we have this
14:00
Speaker 1
You're killing me. You know, I that this has worked for five years and all of a sudden now it's not working. And now you want me to pay money to get it to work again, or I have to go through a bunch of emails to figure out how to make it work. You're the one providing the service, I pay for it. Why in the world can you not
15:00
Speaker 2
You have the option, okay, and we're not forcing you to, to buy or to get the paid Connect service, okay. You can go for our website, which is support.linksys.com. We have there the articles, okay? Where in it will show you how to add the child node to the parent node. Okay. That's the first option. And we can also send you the email. There are instructional videos from that email how you can add the child node to the parent node. I understand.
15:00
Speaker 1
please, I mean, I pay for the service. I bought the net the network. I've paid for everything. I have internet connection. Why in the world can you not fix my node that's not working. You're the one providing the service. Tell me why you can't fix it. Okay. So how long does the warranty period last?
16:00
Speaker 2
male Okay, sir. We can only walk you through the process, okay? If you will avail of for the service. But since, your device is already out of warranty, there will be a fee for the service already. And if only your device is in warranty, we will provide free technical support for that.
16:00
Speaker 1
Okay. So every three years you have me handcuffed and I have to call you and say I'm going to pay you more money unless you release the handcuffs. Is that what it is? I've had the product, it's worked. What do you want from me? Tell me how much do you need from me to get my god-damn internet working again? for how long? How long will that be good for? 60 minutes. I mean, I know you're trying to do your job and divide me up into fingers here, but I've been subscribed to your internet service for, what, 10 years? And you put me in this ridiculous position. Because it's not worked, so what do I do? You paid how much? Oh, I don't want to pay that, but I shouldn't have to, but I guess I do. So that's how you get people to pay money that they don't have to pay.
17:00
Speaker 2
For this particular device, it's three years from date of purchase. Okay. For the paid connect service, that will cost you $15, and it's just a one time fee. This will only last for 60 minutes of troubleshooting or an hour, so
17:00
Speaker 1
You're killing me. Just fix the goddamn problem. Would you please fix it? I'm paying you a lot of money. Fix the problem. I don't have any other choice do I? Right? Now your website is for shit. I've looked at your website for the last hour and a half. Your website sucks. So I have no other options. So let me pay the $15 and let me get on with my life. Your website is awful. I've been
18:00
Speaker 2
No, we will make sure of course that we would be able to fix your issue. And if ever there's a problem. Okay, sir. Okay, so would you like to go for the paid connect service? All right. So, sir, let me just also inform you that you actually have other option, which is our website, sir. You can, you can try that first if you want. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silurance.]
18:00
Speaker 1
I can't figure it out. What does that mean? Fine, I'll give you my credit card info and if I get an extra charge, I'm coming after you guys. Yeah, of course it is. Right. Of course it is. Are you ready?
19:00
Speaker 2
Okay. All right, sir. So, okay, we will just process first the transaction, okay? Before we'll start with our troubleshooting, sir. Bill, we need first to process the credit card information, the credit card details, before we can start with our troubleshooting. This is just a one-time fee, sir. $[REDACTED_PAYMENT_DIGITS] Okay. Uh just hold on, sir. Just give me a minute here.
19:00
Speaker 1
and if my other node doesn't work after I pay it, I'm going to call back and want to credit back. One. One. correct. correct. Well no it's not red, it's just not working. I I don't have connection in that part of the house.
20:00
Speaker 2
Uh, so the other two nodes are blue, solid blue, that one is red. Okay. What do you mean it's not working? What is the lead indicator on that, uh, child health? How many nodes are not working right now? Just one right?
20:00
Speaker 1
[silence] Oh, yeah, it's powered on, it's blue. It just, I can't connect, unfortunately because, um, yeah. I just walked from number one to number two and I'm walking to number three and they're all blue. So I'm on your app and it says that one node is not connected and I have a red light. All three nodes that I have in my house are blue. So I don't want to pay money for something that it says I'm all connected. [silence]
21:00
Speaker 2
Can you check the LED indicator on that node. Is it powered on? [silence]. Okay. So if you connect to the nerve nerve what happened or what what was the uh- I what is the error message did you get? Uh so have you tried closing [silence] the back door? [silence] with the handle? [silence]
21:00
Speaker 1
I certainly have, I certainly have, I have, correct, that's why I want to figure out why you're telling me one of my nodes is not working, when all of them are blue, and are online and are on work and all are working, but uh your site says one of them is not, your app, if I [bleep].
22:00
Speaker 2
uh [silence] I'll and reopening the app and check whether it gives you um and uh you've also rebooted the notes,right? okay. uh [silence] we can actually uh try to access the user interface, Sir Bill, okay? If the the notes are really online because sometimes the app doesn't uh refresh um it could be just the cache, okay? Do you have any computer available? you have an iPad. Okay. All right. We can actually check that on the iPad. But we will also need to consider the RSSI levels on each nodes. Okay. Because maybe the RSSI there is poor. That's why it's showing on the app that it's offline or something. So, let me just [silence] hold on. Just gonna process this fast.
22:00
Speaker 1
Whoa, whoa, whoa. Why am I processing a transaction if we don't know what's going on yet? Well, that's what you're telling me, right? That's what your app is saying.
24:00
Speaker 2
Okay, so please get ready of your credit card information, sir. Because I'm goinging to process the transaction. Okay. For your security. Yeah, you said that one of the node is not showing up is online on the app. So, there's a need for us to check that using the, yes, that's why we we will check that on the user interfacer because there are two ways for us to check the devices. It's either the linksys app or the web interface of the router. And if again, if you want me to walk you through the process, then
24:00
Speaker 1
Listen. I just want to get, I just want to get the app working. How the hell do I do that? This isn't that hard, right? I mean, tell me how. I'm paying for the I paid for the app. I bought the network, yes, it's at a warranty. How the hell do I get it working? Just tell me. It's not that hard. I've tried several times. I have not tried to uninstall the app, no. [silence] Yes, yes.
25:00
Speaker 2
If you want me to stay in the line with you.. Okay. Well, you can try to sign out from the app, sir, and then log in back if if uh if it's not showing. Have you tried uh uninstalling or uh reinstalling the app as well? Okay. That would be uh, that would be another option, sir Bill. Okay. You can try uninstalling and reinstalling it. Or uh, did you did you uh log into the app using your username and password, the email? from the uh the links to Linksys Smart Wi-Fi, okay? yeah, so, just to set you expectation, sir, by the way, um links had also had uh discontinued the the remote access um website, okay? For the links the Linksys Smart Wi-Fi remote access. They've already discontinued that. However, your router and internet connection will still work normally, okay? You can manage the router locally. Uh, we actually have that on our website. Um, it's it's on our support site, sir. Oh, I'm sorry, sir. KTH Saidwe just don't send any email store customers for that. Yes, sir, unless you subscribe, unless you subscribe for for any updates or something from Linksys. So, but with regard to updates, sir, uh it will be posted on our website. Okay. [silence]
25:00
Speaker 1
Not that hard. I have your product. I have your service. I've logged in. How do I fix it? Well, no, you really haven't. You've told me either I have to pay for things, or I can go onto your website and try to figure it out myself. That's what you've told me? Whoa, whoa, whoa, whoa. Whoa, whoa, whoa, whoa, whoa. Think about that for a second. It's your app and you have no control over it.
28:00
Speaker 2
okay. yes this is why. yes i've already given you options, sir, okay? and if you want me to... no. yes, those actually are the options for out of warranty devices, okay? and if you're having some issues with the apps, sir, okay? if you're having some issues with the app, you can try signing out and signing in from it, okay? you may also try uninstalling it reinstalling it, okay? we have no control on the linksys app because again, um that's just software. [silence]
28:00