V2 Rubric Detail — 6cb8bed2-7ec8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:37
Duration
8m 12s
Contact
540-671-3124
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136859
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected_WHW01

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical0.62/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall20.3% (-7.7)

V2 Grader Summary

Agent failed to troubleshoot solid-red LED issue on WHW01 node, provided technically inaccurate information about reconnection impossibility, and offered no next steps—despite OOW devices requiring best-effort support. No escalation was needed, but lack of troubleshooting and empathy left issue unresolved.

V1 Case Analysis

Customer reported WHW01 node (S/N: 25F10605910529) stuck on solid red after reset. Agent confirmed device is out of warranty (expired 2020) but provided incorrect technical guidance, no valid troubleshooting, and no KB article or escalation path. Issue unresolved.

Troubleshooting Steps
  • Verified serial number and model
  • Checked warranty status
Key Observations
  • Agent made multiple factually incorrect technical claims: (1) WHW01 nodes cannot be reconnected after disconnection (false — 5-press method is documented), (2) Wi-Fi 5 nodes conflict with Wi-Fi 7 ISPs (false — no such conflict exists), (3) no firmware updates are available for WHW01 (false — WHW01 received updates until EOL).
  • No standard Velop troubleshooting was performed: no mention of 5-press method (supported on WHW01 per universal_5press_models.md), no factory reset instructions, no LED status verification, no parent node check.
  • No KB article, self-help resource, or escalation path was offered despite the issue being unresolved and the customer seeking help.
  • Agent failed to acknowledge that two other WHW01 nodes are working, contradicting the claim that the model is inherently unreliable.
  • No empathy or clear next-step communication; agent repeated vague statements like 'you'll have difficulty' without actionable guidance.
Positive Highlights
  • Collected both model number (WHW01) and serial number (25F10605910529) from the customer.
  • Accurately confirmed the device is out of warranty (expired in 2020) based on serial lookup.
Agent Errors / Gaps
  • Incorrectly claimed that WHW01 nodes cannot be reconnected once disconnected — contradicts KB documentation on 5-press pairing method for WHW01 (universal_5press_models.md).
  • Falsely stated that Wi-Fi 5 nodes conflict with Wi-Fi 7 ISPs — no such technical conflict exists; WiFi generations are backward compatible.
  • Incorrectly claimed no firmware updates are available for WHW01 — outdated information; WHW01 received firmware updates during its support lifecycle.
  • Failed to provide any valid troubleshooting steps (e.g., 5-press method, factory reset, checking parent node) despite the node showing solid red, which is a standard diagnostic state.
  • Did not offer any self-help article, KB link, or escalation path, violating universal_paid_support_workflow.md which requires at least one self-help option when paid support is not offered.
  • Suggested upgrading to MX series without specifying a compatible model, providing no value in product guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed device out of warranty and offered no resolution path—no troubleshooting, RMA, or valid escalation—leaving issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (reset verification, LED check, pairing attempt); agent skipped troubleshooting entirely after confirming warranty status.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified device as out-of-warranty but failed to provide best-effort troubleshooting (factory reset, 5-press method, firmware check) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask targeted questions about symptoms (duration of red light, reset attempts) or follow logical diagnostic sequence; jumped to conclusion about irreparability.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent used internal tools to verify warranty status but did not use KB resources, admin interface guidance, or diagnostic procedures despite clear need.
T3 Not Met No misinformation conf 98%
Agent claimed WHW01 nodes 'cannot reconnect once disconnected' and 'will be having difficulty connecting it back again,' contradicted by universal_5press_models.md and universal_factory_reset.md which provide specific pairing/reset procedures for WHW01.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent greeted customer and collected model/serial but provided no agenda, had multiple long silences, and failed to guide interaction toward resolution.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but did not confirm understanding, adapt to customer’s technical level, or explain concepts like firmware or mesh compatibility clearly.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent remained on call and did not transfer but demonstrated limited ownership by offering no actionable help or follow-up beyond suggesting new purchase.
O2 Not Met Proactive follow-through conf 97%
No next steps given (try factory reset, check other nodes, contact support if fails); no timeline or ownership of outcome provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was hardware fault on OOW device, falling under self-help or replacement, not escalation.
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 for customer’s frustration with failing hardware; response was dismissive and fatalistic ('you'll be having difficulty', 'cannot guarantee').
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pacing in response to customer’s expressed discouragement; maintained flat, unengaged delivery throughout.
X3 Not Met Overall experience conf 94%
Agent forced customer to repeat problem description without offering tools or steps to reduce effort; no attempt to minimize friction or streamline diagnosis.
Call Transcript18 turns · 18 lines
Speaker 1
Yes, I'm trying to find out what type of warranty is left if anything on this uh mesh node. Yes. The serial number is, um, um, 25F as in, Frank, 10605910529.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thanks for calling Linksys Technical Support. this is Rio. How can I assist you for today? Uh huh. Um can you confirm me sir what's the serial number for your Linksys device, please?
00:00
Speaker 1
Wow. WHW01
01:00
Speaker 2
Alright. Let me take a look. Mi nota. What's the model number for this device, please? Alright. So, sir, the main reason why you wanted to call us here is you wanted to check first how much is oh, how long is this right channel's speech silence silence.
01:00
Speaker 1
And if it was still under warranty yes. Okay. All right. Uh, there any technical support help on this? Go ahead.
02:00
Speaker 2
the warranty period for your device is that correct uh-huh okay perfect so sir I was able to uh pull up a record for the device that you have here WHW01 uh your device is currently uh out of warranty already waaay back 2020 uh-huh all right um I can still uh help you out sir if if you need any assistance if you uh have a problem with your current setup of your devices however just uh set the proper expectation we do not provide any uh replacements for your router and if troubleshooting won't go through uh then then it might need that you need to uh upgrade to a newer router [silence]
02:00
Speaker 1
Okay, yeah, I doubt this one's gonna, the problem with this, I mean, I have a router and I have five different mesh nodes, all of them except for this one are working fine. But this one, I'm not familiar with, you turn them on, it goes through a cycle, it turns blue for a little while, then it goes red, it stays red. I've tried doing the reset button. So I think this node is probably just bad. Let me take a look at this other one. I bought three, then I bought three more. So there may be slightly different model numbers. I can't see that model number, it's way in there. How come I can't look at that? Hold on a second.
03:00
Speaker 2
It works version. We cannot resolve your concern, right? Mm-mm. Hmm. if I may ask by the way, you since you mentioned you have multiple modes. Is are they the same model number or this is the one that is different.
03:00
Speaker 1
I'm trying to look at the model number and I don't see it on these. These other is a little bit I have three of that type and two of them are working. I have three of a different type you know a little bit taller but they've worked for a while. I think this one just died on me. So yeah but that's the answer. I have three of you know a little bit taller model and three of these models but they've been working for quite some time. This one just stopped working, so I I don't think it's a figuration issue. I think it just just died.
04:00
Speaker 2
Oh, I see already. Because this devicer, the WHW 01, this is part of our first generation node. So meaning to say, before, it is currently working. However, if by chance that the device will be disconnected
04:00
Speaker 1
Well, I have two others of this same type that are working. So you can, you can never connect it back or I just might have difficulty. Is there any...
05:00
Speaker 2
sir, again, as mentioned earlier, once this device will be disconnected, it turns red and then you will try to reset this, you'll be having a hard time connecting it back again for this device. you'll be having difficulty to conect it back. this device does not have any more firmware update available, and this is just Wi-Fi five nodes currently uh internet service providers now has Wi-Fi seven. That's why there's a little bit of conflict. [silence]
05:00
Speaker 1
[KEEP_UNCERTAIN] So, the other two that of this exact same type that are still working, I can assume they'll still work until they lose connectivity, then I can't connect them again. You keep saying, oh, you're having difficulty. Does that mean they can never be reconnected or I can, there's a workaround. How would I go about trying, how would I go about trying to connect a specific node? How would I do that? Yes. [silence]
06:00
Speaker 2
You'll be having difficulty once they've been disconnected, sir. You can try, sir, to reconfigure again the device, but we cannot guarantee you that it will connect back again. That's the exact, uh, word that I can provide to you. I cannot provide you an information that it will not connect because there is a tendency that you can try to connect it. But it's not 100% Sorry. Uh, try to reset the device after resetting the device, add the child nodes. That's how to configure it. [silence]
06:00
Speaker 1
Okay, if I do that and it doesn't connect, it's just not going to connect. Huh, it's a little discouraging that I have something that as soon as it disconnects, you can't reconnect it. Um, okay. All right. If I want to replace this with another node, what model would I be looking for? Is there a model number? I'm sorry? MX1? Mm.
07:00
Speaker 2
[silence] Yes, I have checked. But I don't know what I need to do because these devices are kind of old. So there's only one fixing or troubleshooting possible. I don't know if I've told you that. Yeah, guy, it's because this is a v1 or first generation modems. And [inaudible] for they have already Wi-Fi 6 or Wi-Fi 7. You can try to get check in on Wi-Fi 6X or Wi-Fi 7 node. I cannot provide you an exact model number, but it's an MX series, yeah, MX series. You can just check on MX.
07:00
Speaker 1
Next series, no, I'll look for that. Okay, all right. Appreciate your time, thank you. Thank you.
08:00
Speaker 2
Thank you so much, sir. You have a nice day ahead. Bye-bye for now.
08:00