V2 Rubric Detail — 6aa92bfa-7553-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 13:47
Duration
7m 37s
Contact
Ron Martelo
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135479
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot associate the node to account

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall37.5% (-18.5)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered valid resolution paths (paid service or self-help guide), but performed no troubleshooting to address the 'cannot detect router' error. The customer ended the call planning to self-reset, leaving the issue unresolved. Communication lacked empathy, ownership, and effort reduction, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to associate WHW03 node to Linksys account; device out of warranty. Agent advised factory reset and re-configure. Incorrectly stated Linksys Smart Wi-Fi app was discontinued. Offered paid support, then promised free guide. Customer will reset themselves.

Troubleshooting Steps
  • Confirmed device model (WHW03) and serial number.
  • Verified device is out of warranty.
  • Explained that prior account association prevents new linking without reset.
  • Advised factory reset and re-configuration to resolve account conflict.
Key Observations
  • Agent falsely claimed the Linksys Smart Wi-Fi app/service was discontinued — this is materially incorrect per the KB and contradicts public support status.
  • No warranty lookup was performed; agent relied on a statement rather than system verification.
  • Call was inefficient: long silences, repeated requests for contact info, and no structured troubleshooting flow.
  • Agent offered paid support before confirming whether a reset had been attempted or providing basic self-help steps.
  • No technical details (e.g., reset procedure, web UI URL) were provided during the call.
Positive Highlights
  • Correctly identified the device model (WHW03) and the root cause: account association conflict preventing new linking.
  • Accurately advised that a factory reset and re-configuration is required to resolve the issue.
  • Provided a valid next step by offering a free step-by-step guide after the customer declined paid support.
Agent Errors / Gaps
  • Falsely stated at [05:00] that 'Linksys Smart Wi-Fi' has been discontinued — this is materially incorrect and contradicts Linksys KB guidance.
  • Did not verify warranty status via system lookup; relied solely on a statement.
  • Did not provide the factory reset steps or the correct local web UI URL (http://192.168.1.1 or http://myrouter.local) for the WHW03.
  • Did not confirm whether the customer had already attempted a factory reset.
  • Offered paid support before offering any free self-help steps, violating support-first protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call stating they would reset the device themselves; agent did not confirm resolution or successful account association.
R2 Not Met Diagnostic thoroughness conf 95%
Agent collected model/serial but performed no troubleshooting steps (e.g., checking connectivity, guiding login attempt, verifying account status) before offering guide/paid service.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty (2017), explained Smart Wi-Fi discontinuation, and offered appropriate paths: paid support or self-guided reset via guide.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked only for model/serial and did not inquire about prior steps, error context, or diagnostic details needed to identify root cause of detection failure.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use account lookup tools to verify if nodes were already claimed or offer remote diagnostics despite the core issue being account detection failure.
T3 Met No misinformation conf 95%
Technical claims were accurate: WHW03 is out of warranty, Smart Wi-Fi discontinued, and factory reset is required to clear prior account associations per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but had long silences, unclear transitions (e.g., after offering paid service), and no explicit framing of next steps or expectations.
C2 Met Confirmed understanding conf 85%
Agent used plain language, avoided jargon, and repeated key points (reset, guide) appropriate for the caller’s confusion level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent offered options (paid service, free guide) but did not take ownership to guide reset or verify resolution; stopped short of direct troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Agent said they would send a guide but did not specify delivery method, timing, or follow-up, leaving next steps ambiguous.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was within L1 scope (account association guidance).
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 90%
Agent’s tone was dismissive (‘unfortunately I can no longer provide you with free assistance’) with little expressed empathy for customer’s frustration or history.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust style or pace to customer’s confusion; remained procedural and flat, failing to check comprehension during hesitation.
X3 Not Met Overall experience conf 90%
Customer repeated personal details multiple times; agent made no effort to reduce friction by using information on file or streamlining steps.
Call Transcript16 turns · 16 lines
Speaker 1
Hi Chee, this is Ron. I'm trying to uh, uh add Lynxsys equipment to my, um, my user account and it's saying it's unable to detect the equipment.
00:00
Speaker 2
[silence] [noise] Thank you for calling Linksys. This is G, how can I help you today? [silence]
00:00
Speaker 1
One second. Would it be zero? Oh, model number is uh, WHW03. The serial number of one of them is 20J, as in Jimmy, 10, season Charlie, 6, 9, 7, 5, 5, 7, 1, 0.
01:00
Speaker 2
Hello, sir, what is the model number of your Linux device, sir? 03. May I also have the serial number, sir, please. Uh-huh. 710. Got it. Let me just check on the exact unit, so please give me a couple of seconds.
01:00
Speaker 1
yep sure it's 856 466 6340 Ron R-O-N last name Martel Maarteol Jersey Ron 413 that's j-e-r-s-e-y Ron 413 at gmail.com.
02:00
Speaker 2
Okay, so while we wait, may I have your phone number just in case you get disconnected? Sure. Um-hmm. 63 for zero. How about your first and last name sir? [silence] Okay, and your um email address sure? [silence] Um-hmm. [silence] Um-hmm-uh-huh. [silence] Huh.at gmail.com. Okay, and how many looters you
02:00
Speaker 1
three. That is correct. Uh I believe it just says, oops, can't find it and call us. Yes. It says, uh when I try to connect it, it says, oops, something went wrong. We can't detect your router. Want to talk to us to question mark? Call us.
03:00
Speaker 2
I have three Linksys nodes, sir. How many Linksys devices do you have? Okay. So, you want to associate your account, your node to your Linksys account? Uh, what is the error that you're getting, sir, when you try to uh connect your account? Are you doing this on the app, sir? On the app. Okay. Okay. So, when you try to connect uh where you can uh are you connected to the Wi-Fi, sir, like the Wi-Fi name of your um nodes?
03:00
Speaker 1
Yeah. So, so they were they were previously connected to two other accounts. I don't know if that was an issue. Yeah. I gotcha. So is it possible I can delete an account because I accidentally entered the wrong email account? [silence] [silence]
04:00
Speaker 2
I believe yes sir because once these notes are already associated to an account uh you can no longer associated to another uh account or another um email. I see uh the only way sir for you
04:00
Speaker 1
Oh. OK. That's probably about right. Yep. And transcriber. OK. Is that the land?
05:00
Speaker 2
[KEEP_UNCERTAIN] To associate a new account to your node is to reset and reconfigure the whole system. Then you can add an account. This device, you have it since 2017, am I correct? Yes, yes, sure. Okay. So it shows here, sir, that this is already an out of warranty device. Anyway, sir, Linksys Smart Wi-Fi account, I'm sorry, Linksys Smart Wi-Fi, and we already discontinued that, Mr., but it doesn't mean that your internet will not be working. Uh, there is another way, sir. If you are aware that there is a user interface which is more, um, accurate and easy to access rather than the app. If in the case you really wanted to get, um, control with the settings of your Linksys.
05:00
Speaker 1
Is that another app? OK. What is that? Uh Xfinity. Uh Which one? This one?
06:00
Speaker 2
Uh, no, sir. It's not an app, sir. It's like a a website or uh an IP address that you need to type in on the address bar of your computer or a an an on an iPad. Okay. Yes, that's the user interface. May I just ask, who is your internet provider, sir? Sorry. Okay. Uh I will, uh, since this is already an out of warranty device, unfortunately, I can no longer provide you with free assistance, but I can offer you other options for this. Uh, first option, sir is we do have a paid service, which is $15 for an hour of troubleshooting. In that way, I'll be able to walk you through step-by-step on how you can get to the user interface, or if you want, you can associate your, you can reset and you can configure your your device and associate it there to your new email. [silence]
06:00
Speaker 1
Okay, no, I think I'm good. I'll just reset it and, uh, start over. Okay. Thank you. You too, tagging. Bye now.
07:00
Speaker 2
suggest other option is free I can send you the full guide here and how you can do those things to your nodes okay I will send you the guide so for you to follow the reset and reconfigure and associating it to your account okay sir you're welcome sir have a good day please stay safe thank you sir bye bye [silence]
07:00