V2 Rubric Detail — 6b0c2c9e-6a51-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 13:35
Duration
13m 47s
Contact
David Cen
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133743
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION - No trouble shooting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall62.2% (+26.2)

V2 Grader Summary

The agent correctly provided the 5-press pairing method for the WHW03 and followed through with email support, but failed to conduct any diagnostic troubleshooting or clarify the difference between factory reset and pairing. While the customer was assisted, the lack of root cause analysis and mixed technical instructions prevented a full resolution.

V1 Case Analysis

Customer unable to reset WHW03 node via 10-second hold and requested pairing instructions. Agent provided incorrect URL (support.linksis.com), referenced non-existent 'Link10' app, and confused reset with 5-press setup method. Email guide link failed to open; no verification of pairing success.

Troubleshooting Steps
  • Explained the 5-press pairing method for WHW03 parent node
  • Sent Wi-Fi service guide via email (incorrect URL provided)
  • Attempted to assist with opening the guide link
Key Observations
  • Agent provided incorrect support URL (support.linksis.com) instead of support.linksys.com
  • Agent referenced non-existent 'Link10' app
  • Agent confused reset (10-second hold) with 5-press setup method, incorrectly suggesting child nodes could be set up by pressing their reset buttons
  • No verification of successful pairing or node status after instructions
  • Serial number and warranty status not collected despite being requested
Positive Highlights
  • Polite and patient tone throughout the call
  • Attempted to send written guide via email to assist customer
  • Correctly described the 5-press pairing method for parent node
Agent Errors / Gaps
  • Provided wrong URL (support.linksis.com) instead of support.linksys.com
  • Incorrectly stated WHW03 is no longer visible on 'Link10' app (non-existent application)
  • Confused reset procedure with 5-press setup, implying child nodes could be set up by pressing their reset buttons
  • Did not confirm whether the node was successfully paired or online after instructions
  • Failed to obtain or record device serial number

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 80%
Agent provided the 5-press method and promised to email a guide, but did not confirm whether the node was successfully paired or the issue resolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not perform any diagnostic steps (e.g., ask about LED status, confirm if the node was already reset, or verify current state) before recommending the 5-press method.
R3 Met Correct resolution path conf 90%
Agent correctly identified the WHW03 as out of warranty and provided best-effort troubleshooting (5-press method and guide), which is the appropriate path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process was followed — agent did not identify symptoms, ask relevant questions, or determine root cause before prescribing action.
T2 Met Appropriate tools / resources used conf 90%
The issue was a straightforward pairing question; no additional tools (e.g., remote access, logs) were necessary, and KB-based guidance was appropriate.
T3 Partially Met No misinformation conf 90%
Correctly recommended the 5-press method for WHW03, but also instructed to 'press and hold the reset button' — conflating factory reset with pairing, which is technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but lacked clear structure or expectations; transitions were weak (e.g., jumping between reset and setup), and filler phrases ('yeah, actually') disrupted flow.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated key steps, and adapted to customer’s pace without technical jargon, confirming understanding when needed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on sending the guide and re-sending the link.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the guide would be emailed, followed up by re-sending the link when the customer had trouble, setting a clear next step.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and cooperative but did not explicitly acknowledge customer frustration or the impact of the accidental reset.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s conversational tone, maintained engagement, and adjusted by re-sending the link when access failed.
X3 Met Overall experience conf 95%
Agent proactively sent documentation and re-sent the link when the customer couldn’t access it, minimizing customer effort.
Call Transcript20 turns · 24 lines
Speaker 1
[silence] Yes hello Regina. Good afternoon. Good morning. My name is David. I'm calling from Renaissance technical here in New York. How are you today? [silence] Okay, great, great. Glad you're doing well. [silence] I was wondering
00:00
Speaker 2
Welcome to Lynxsys 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.Lynxsys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products paid support service, 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. Hi, thank you for calling Lynxsys. This is Regina. Can I help you today? Yes, I'm fine, David. And.
00:00
Speaker 1
Hmm. if you can assist me. I have a client who has a Linksys Velop WHW03, and I was wondering if you could give me some information here. We're trying to pair this here with the mobile app and it says to press the reset button for 10 seconds, but it's not resetting. Is there any other procedure that we should follow? [silence] Yes. And the last name is Senn and the name of the company is Renasant Tech. Senn. Yep. Charlie Edward Nancy. Yes. Uh 914. [silence]
01:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Oh yeah, sure. But May I know your first name and last name? So your first name is David. Can you spell it for me, your last name? Okay, C-E-N, Okay, three letters, sorry. And your callback number? In our email. OK, let me just verify you think of net. So it's N for November, U for umbrella. OK, thank you. And how many links this routers: do you have in total, David. Serial number, of main node.
01:00
Speaker 1
the thing is I'm not on site right now and I only have a picture of it, but can you just tell me the pairing procedure for this here?
04:00
Speaker 2
So the serial number it's commonly start with 20, J for July and C for WHW03. the serial number or SN labeled on the bottom of the router. OK sure. I guess I would like to set an expectation here that do to the firmware updates, the WHW03 is no longer visible on the Link10 app. But I can send you our Wi-Fi SixitService Guide that has a quick and easy solutions for common out of warranty issues, which inTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
04:00
Speaker 1
Okay. So it's just the, I'm sorry, can you just answer one question because the, the client was able to see it on the app. Is it after the reset it it won't be able to go back on the app? Okay, but will the after it's set up, will they still be able to see it via the app? Okay, got it. So we would just go with a 190 to 160.
05:00
Speaker 2
includes and how to properly reset your LinkSys routers and how to set up the parent node and the child node. Exactly. Mm-hmm. Okay, so, the customer is using a gateway. Yeah, actually, the device or the wireless router is compatible with a modem, if it is a plain or a gateway. Yeah, it's okay. It is actually compatible with any
05:00
Speaker 1
Okay. Is there any special configuration that we need to do, like access point to bridge mode? Okay. Okay, got it. okay okay okay okay, that's excellent, thank you. Ok, I'm going to wait till I receive it here. [silence]
07:00
Speaker 2
So your sort of set up must be going like this, a modem to a links router. So all you need to do is to make sure that the parent node or the main router from links is is connected directly to the modem. But let me just send you our Wi-Fi service guide. We have also our support site, so please visit support.Linksys.com for the helpful tips and guidance. We have also our link this AI agent and service. Okay, you're welcome. So I just sent the guide and it can be checked email.
07:00
Speaker 1
Okay, but on the main one, am I pressing and holding it? No, what No, the problem we're having is that we
08:00
Speaker 2
Okay, I actually will defend the five press method here, which is press release the reset button five times within five seconds on the parent node is one of the easiest way to set up our Linksys devices. But for the reset process, you're going to press and hold the reset button each of your nodes to reconfigure it. Yeah, so if you're going to reset and reconfigure your Linksys router, so you really need to press and hold the reset button each of the routers. But if the parent node is currently working, no need to perform any reset process on that node. All you need to do is to press release the reset button to set up the other nodes.
08:00
Speaker 1
one of the one of the residents in the household pressed the reset button on the main parent unit. Okay. Okay. So log in to the web browser at the parent node. configure that one and then through the portal okay okay I have making sure it Okay. I'm checking right now. Okay. I see it here. Linksys reconfigure closed file
09:00
Speaker 2
Okay, so regarding that one, sir, since you accidentally reset the parent node, the child one needs to be reset also, and you need to set up your Linksys mesh devices again. So you really need to start from scratch, or from the beginning. No need to log in to the web interface. Sure. Make sure to use the five press method, five press method on setting up your Linksys devices. But don't worry, David. I will send the instruction via email. I just sent the link right away. Check your email. [silence]
09:00
Speaker 1
okay perfect and Excellent . give me a second here. I just want to see if it opens. I see the email, but it's not letting me. Where I click Download free guide, yeah, it's not linking me. Can you send me the YouTube link? Like with a copy and paste. It's not opening. So, I do have internet connection. But the Where it says Download your free guide, it's here. You know how it's normally blue? The links are normally blue.
10:00
Speaker 2
Download your free guide here, yeah, that's it, click that one. [silence] You're actually routed to a YouTube or video tutorial. Yeah, that's actually the link. Make sure you have internet connection, sir. Yeah. [silence]
10:00
Speaker 1
it's not opening, it's just gray. yeah, I see it. It's just not, the link is not opening up. is there any other way to send the link? Because it's not opening up for us. yeah, or if we could just,
11:00
Speaker 2
Yes, that's it. [silence] yeah, make sure to click download your free guide here. And then you'll go to a page that shows Wi-Fi fixed series. Yes. Okay, let me send you the link again.
11:00
Speaker 1
You can copy and paste the link, if you'd like. And thank you so much for your help, my friend. okay just let me know when you send it again okay perfect let me check here okay perfect now I have it here excellent thank you so much my dear okay so I will review this here um so the five button press on the main unit I just pressed the button five times
12:00
Speaker 2
Yes, I just sent the download your free guide here link to your email. okay, so for the, uh, if you have, um,
13:00