V2 Rubric Detail — 707f9998-6378-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:27
Duration
37m 20s
Contact
Adam Theis
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132678
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: WHW03 v2_Linksys App Concerns

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership1.79/5
Escalation4.00/5
Customer Exp2.50/5
Overall46.5% (+8.5)

V2 Grader Summary

The agent correctly identified the WHW03's end-of-life status and initiated a valid escalation to L2 for potential replacement. While troubleshooting was incomplete and ownership was not fully maintained, the agent provided accurate technical information and began reconfiguration steps. The outcome qualifies as an appropriate escalation due to the OOW hardware limitation and the need for higher-level evaluation.

V1 Case Analysis

Customer unable to see mesh nodes in app. Agent guided reset and reconnection of MX2000 as parent but provided incorrect reset duration. Issue unresolved; follow-up needed.

Troubleshooting Steps
  • Collected model numbers (MX2000, WHW03) and serial numbers.
  • Informed customer that WHW03 is out of warranty and free support is unavailable.
  • Guided customer to disconnect MX2000 from child position and connect its Internet port to the modem.
  • Instructed a reset of MX2000 by holding the reset button for 20 seconds (incorrect duration).
  • Asked about LED status after reset.
Key Observations
  • Agent provided incorrect reset duration (20 seconds) for MX2000 at [27:00] and [31:00]; correct duration is 10-15 seconds per KB.
  • Agent did not verify whether the customer could access the router’s local web UI (http://192.168.1.1 or http://myrouter.local).
  • Agent failed to capture or confirm a HappyFox case number despite customer mentioning a prior ticket.
  • Warranty discussion was confusing; agent conflated WHW03 and MX2000 coverage without clarifying MX2000 warranty status.
  • Call ended without confirming outcome, next steps, or callback arrangement despite customer asking for guidance at [36:00].
  • Long silences and lack of structure disrupted troubleshooting flow.
Positive Highlights
  • Asked for model and serial numbers early in the call at [03:00] and [04:00].
  • Identified that the WHW03 is out of warranty and communicated the support limitation at [12:00].
  • Attempted to guide the customer through a hardware reset and reconnection to the modem as parent node at [16:00]–[18:00].
  • Recognized the need to reset devices when changing parent/child roles at [15:00].
Agent Errors / Gaps
  • Provided wrong reset time for MX2000 (20 seconds instead of 10-15 seconds) at [27:00] and [31:00].
  • Failed to verify whether the customer could access the router’s local web UI or determine correct login method (app vs. router password).
  • Did not capture or confirm a HappyFox case number despite the customer mentioning a prior ticket at [01:00].
  • Repeatedly asked for the same information and showed uncertainty about which device was the parent node.
  • Failed to capture customer phone number even though it was clearly stated at [02:00].
  • Gave mixed messages about warranty and support eligibility, incorrectly implying MX2000 might not be covered when agent previously said it was.
  • Allowed call to end without confirming resolution or setting a clear next step, despite customer asking for guidance at [36:00].
  • Did not follow standard escalation or closure protocol for unresolved out-of-warranty cases.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The call ended without resolution; customer stated he would call back, and no fix was confirmed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the app issue and recognized the WHW03's end-of-life status, but did not perform systematic troubleshooting (e.g., checking local login, firmware, or WAN connection) before suggesting a reset.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the WHW03 as out-of-warranty but failed to offer best-effort troubleshooting (e.g., local web UI access, factory reset guidance) before deferring to L2; however, they did acknowledge the MX2000 was in warranty and offered to assist with reconfiguration.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (app not showing devices) and correctly attributed it to the WHW03's discontinued app support, but did not verify root cause via local login test or dashboard check before concluding.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not guide customer to access http://myrouter.local, check firmware, or verify internet status, despite these being appropriate for diagnosing app connectivity.
T3 Met No misinformation conf 95%
All technical statements (e.g., WHW03 no longer supported, red light = no internet, 20-second reset) are factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction but lost control due to long silences, unclear transitions, and failure to maintain focus; however, they did frame the switch to MX2000 as parent node.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms without simplification but did adapt slightly by confirming model numbers and guiding through physical steps; however, failed to confirm understanding after key instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer immediately but did not fully own the case — they initiated setup steps but deferred final resolution to L2 without completing the reconfiguration process.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested resetting and switching the parent node but did not provide a timeline for L2 follow-up or confirm a callback; however, they did begin walking the customer through a concrete action (reconnecting MX2000).
O3 Not Met Closure confirmation conf 95%
Customer mentioned a prior ticket, but agent never asked for or referenced it, nor did they document prior troubleshooting steps, indicating a lack of continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent recognized that the out-of-warranty WHW03 might require replacement and appropriately escalated to L2 for evaluation — a valid trigger given potential hardware limitation.
E2 Partially Met Escalation prep & handoff conf 85%
Agent mentioned escalation to second-level technician but did not specify how, when, or what information would be passed on, nor did they inform the customer of expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent showed minimal empathy — no explicit acknowledgment of frustration or prior effort, but remained polite and did not become defensive or dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a neutral tone and continued engagement despite customer frustration and interruptions, though they did not actively adjust pace or style to match emotional state.
X3 Partially Met Overall experience conf 80%
Customer had to repeat model numbers and describe the issue multiple times, but agent did reduce effort by guiding through the physical reconnection of the MX2000 and explaining port selection.
Call Transcript56 turns · 62 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 1 now. For [inaudible] out of warranty products, paid support may and have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, [inaudible] paid support option may be available depending on the issue.
00:00
Speaker 1
Yes, my name's Adam. I called earlier, created a ticket. I'm having an issue between my home router system and the app itself.
01:00
Speaker 2
[silence] Thank you for calling Lycos. This is Karla. How may I help you? Okay. All right. And do you have a ticket number with your?
01:00
Speaker 1
I do not. Okay. Yep, 402-990-3170. That's correct. Yep. That's correct. That's weird. Never heard that happened before and I've had this app for years. No, nope. I just need to go look at a node. Is that what I do? [silence] then to restart the router. That's the only way I can get this to work. It's not a lot at all at this point. It's frustrating. It's frustrating that I can't figure out what happened. [silence] Yeah, never experienced it before. They're all there, so. But I tried restarting your router and it didn't do anything.
02:00
Speaker 2
You're having problem with the app. It doesn't show the devices. Okay. All right. Um, okay. Sir, um, before we continue right now, um, may I ask the model number and serial number of your router? Did you provided this information earlier? Okay. Um, yes, go to the parent node and at the bottom of the node, um, there's a [ fade-in sound ].
03:00
Speaker 1
Alright, model number is MX2000. And serial number is 50-D as in dog-1-0-M, as in Mary, 2-9, C as in car-2-17-29. That's correct. I did have to replace one of these nodes. I don't know, maybe about two years ago now. Does it matter? because the other ones probably have a different serial number on them.
04:00
Speaker 2
The model number and serial number. Okay, that's five zero and then D for David 10 M 2 I 9 and then C for Charlie 2 1729. Correct? Okay So this is the one that you have replaced with new one?
04:00
Speaker 1
I don't remember. I'll go look at another node to see. My fiber? Correct. Yeah, I've used I've used the app for years. I use it all the time. I'm just checking my other nodes while you're looking at things here to see which one's the original system I bought. I don't know if that matters. Um they've been working fine to this point.
05:00
Speaker 2
hey it's okay on a different node all right and who's your internet service provider mi fi right did the previous technician sir uh guide you um uh following um on how to use their app uh
05:00
Speaker 1
Okay. So the serial number and model number I gave you was for the replacement node that I put in probably two years ago. Do you want the serial number and model number for the original system I bought here? Are you ready for that? All right. That model number would be WHW035 and victor 2206, 20607, 927636.
06:00
Speaker 2
Yeah. Yeah. Yeah. Yes say Yes. All right. How about a serial number?
06:00
Speaker 1
Uh, those last digits were 636. Correct. It's WHW03 that has the ethernet cable going into it from the modem. Correct. Uh-oh.
07:00
Speaker 2
63. okay, So that's 20 J-206-079-27636. Okay. Which one is the pair it knows you were the one that's connected to the modem. Is it the MX2000 or is it the WHW03? Okay. From the modem going to the um, um, your WHW03, right? Okay. And the MX 2000 sir, how long you had that device? [silence]
07:00
Speaker 1
[KEEP_UNCERTAIN] I don't know, a while. Let me see if I can find where I bought that one on Amazon. I said I thought two years ago but I can double check it if it matters. Doesn't matter. [silence] [laughter] [silence] [laughter] [silence] [laughter] Yes. [silence] Correct. [silence] Correct. Oh gosh, probably a month ago. And I don't log in every week. The last time I logged in then I tried to log in a week ago to actually add a
08:00
Speaker 2
but the MX2000 sir, the MX2000 that is a child node, right? okay, and the WHW03, the one that you just provided, you connect this one is connected straight to the fiber to the fiber box, right? to your modem, okay? Right? Um, when was the last time that you're able to use the app, sir? Okay
08:00
Speaker 1
Other node. Um, one didn't fail. I just wanted to add another one and then that's when the error messages and stuff started happening. Yes. Yes. Um, what's the difference I guess I would have used my email password while in my house, which is also locally. So, I don't know.
09:00
Speaker 2
And when you access the app, are you on is your phone connected to the network? Like, did you access the app locally? Or did you access it using your login for your email and password? Okay. Um, because if you're using the apps or on your login as um, your email, um, there's a possibility that you're no longer able to see what's on your app right now because this um device.
09:00
Speaker 1
Are you kidding me?
10:00
Speaker 2
MwHW03, what's this the parent node? This is one of those devices that no longer supports the app. But you try to use it on the local login, like the using the router password, okay, to check the what's the settings or what's the if you want to use the app. When you open the app, when you open the app, does it ask to log in using your email and password or does it ask you to use the router password?
10:00
Speaker 1
[silence]It's having me, [silence] oh gosh. bear with me for a minute. I've got a lot of, every time I open it, it tries to tell me to restart the router. Is that common, if it's not finding anything, that it would notify me to do that? Mm-hm. Alright, let me just do something real quick here. Save my password. I will sign out. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
11:00
Speaker 2
um namely sir since um again the um this router that you have um again this is one of those routers that ended the support for the app um especially when it comes into the remote access or the cloud access okay uh and also sir um this one MX200 is my current modem router and I would really appreciate that I could ask this regarding the app support for remote access and no longer have the remote access to it um okay.
11:00
Speaker 1
A year ago, I went and looked at my Amazon account. Hmm. again, looks like July 3rd of 2025. If I switched the parent and child nodes, would that fix it to the newer one? [silence]
12:00
Speaker 2
You got it for like three years already or four years and do you have the date sir? Yes, sir. Passable. But let me just inform you about the status of the parent node that you have, the WHW03. This router, sir, that you have, this no longer covered with the warranty, sir. It's no longer under warranty and complementary phone support is no longer available on this router.
12:00
Speaker 1
You said coverage for it's no longer available is what you said? Okay. Got it. Okay. Can we go back to the router password thing? Or is that? Yeah. Can we go back to the router password thing we were talking about a few minutes ago? I finally got there. Didn't know if we're able to do that or not.
13:00
Speaker 2
yes, it's no longer covered with the free uh, technical support as well, okay? for your parent note, they just a w.h.w. -03 okay? that is already out of our entity, mm-hmm. but there is an options that we have for out of warrenty linch products. okay? um, we have our i tool that you can take advantage. um, i'm sorry, sir. yes, you just log in using the router password.
13:00
Speaker 1
Okay. All right. How long is the warranty coverage that you're talking about good for? The node though. Didn't you say the node I bought a year ago or less than a year ago isn't covered anymore or it still is?
14:00
Speaker 2
3 years and that is let's still covered by the m x 2000.
14:00
Speaker 1
Tonight, do you think I can swap the chair, like just literally unplug the child on the parent node to the newer one, and do you think that would work at all? [silence] it through the app.
15:00
Speaker 2
but since your concern right now is for uh... since the main node is the w h w h W so that's the main node, um the app will connect to the main node so um the warranty will be filed on the um W-h-w user. Yeah, we can um that will work sir, but you need to like um re-configure the um settings of the M-X-2000 and as well as this parent node. So that um they will be um set up as a parent node than as a child node. If you want to switch the parent node, you must reset the devices.
15:00
Speaker 1
okay I'll see that all right you talking through the the first one the parent node correct [silence]
16:00
Speaker 2
you can you can use the app sure but in any case I won't go through. We can um walk you through just to set up the parent node MX2000. Okay? Mhm. Alright. Yeah can um assist you with that to set it up, but for in comes to setting up the WHW3, then you need to um select for our out of warranty products options. Okay? Mhm. Mhm. Alright. So you want to set up this MX2000 as a parent node? Okay. Alright. To um set this up, sir, okay? You must um disconnect this um or you must connect this MX2000 directly to your modem.
16:00
Speaker 1
Okay. I just unplugged it from where it was as a child node. Gonna go to the modem. . Um, . I'm actually going ahead and power it back up then and get the ether internet cable connected. Okay. Um, there's four ports on the back. One says internet. The other one say ethernet. Does it matter which one I plug in the one.
17:00
Speaker 2
Yes. It should be it should be it should be
17:00
Speaker 1
Okay. Plug the one from the modem into the internet. All right. Done. Yes. I have the wire coming out of the modem going into the internet port on the the uh, the 2000 model number. Okay. That is done. Okay. It's on.
18:00
Speaker 2
[internet] internet hello [silence] internet hello, what's up? what's up? hey [silence] where's the phone view? [silence] uh sir, where's the where's the phone view? [silence] oh well [silence] again? [silence] it should be internet [silence] AS [silence] okay [silence] then uh and then turn uh and then turn down the uh node turn to mx2000 [silence] let's wait for a minute or two to fully boot up the device.
18:00
Speaker 1
It has a red flashing light on top, is that normal? All right. It's back to being a solid blue color. Yep. That is correct. Actually, that just fades a little bit. Like every like, OK. Now it's kind of flashing blue, blinking blue.
20:00
Speaker 2
Solid blue. That is on the MX-2000, correct? Okay. Let's just wait until it's a, yeah, sorry, probably it's still booting up. [silence]
21:00
Speaker 1
The color on the light is still a blinking blue. Ah, been no, I don't know. few months now. What about him? I have it unhooked from power. I don't know. Do you want me to plug it back in?
24:00
Speaker 2
okay, what is the color of the light right now? It shows blue. How about the other nodes or the ones that you just disconnected? What color are they now? Your old parent node. uh, so it right now it it's off yes can we try to turn it on?
24:00
Speaker 1
All right. S former come back upstairs. Do you have any idea what you think is going on? I'm just trying to figure out if we can get this fixed or you think I'll be buying a new system yet before it's done. I'm one tech support helper then. Okay. Okay.
25:00
Speaker 2
It's still on...
25:00
Speaker 1
I'll have to go back downstairs and check. Yes, it's like a flashing fading blue. Correct.
26:00
Speaker 2
it's still blinking blue okay so um all right well um do a reset on that no sir okay on the mx 2000
26:00
Speaker 1
Okay. Okay. It's back to flashing red.
27:00
Speaker 2
Ken, can you press and hold the reset button for 20 seconds on the MX 2000? All right. Okay.
27:00
Speaker 1
It's a, it's a blue right now it's a solid blue. It was just a fading, a blinking blue a little bit ago. Now it's back to a blinking blue. What does that mean? [silence]
29:00
Speaker 2
Okay, what's the color of the light right now? [silence] Um, it is blinking blue. [silence] The node is starting up. [silence] it still blinking blue [silence] sir um did you press and hold the reset button for 20 seconds
29:00
Speaker 1
Blinking blue or blinking a different color. All right. Let me restart because there's a lot of different blinking going on here. [silence]
31:00
Speaker 2
Ok, can you um press it again, hold it down, press the reset button, hold it down for 20 seconds. You'll know that the reset is properly pressed when the light is kinda blinking when you're uh pressing it. It will kinda turn off.
31:00
Speaker 1
is the red light me, and I get to that. Is that a good thing? [silence]
32:00
Speaker 2
No, yes, red light means no internet connection. So, right now, is it still, again, like on the blinking or flickering blue? Or is it now on purple? Again, the, um, cable from your modem, it's connected to the internet port of the router, correct? Of the Mx, the thousand.
32:00
Speaker 1
well i i mean let me i don't know let me try it again.
34:00
Speaker 2
so when you do the reset earlier, this do your light turns off and turns back on. I'm sorry, sir. [silence]
34:00
Speaker 1
Okay. Alright. Well I have to go run a kid around. What do you recommend for next steps here? Do I have to call back or figure something else out? Do you have any idea what's going on?
36:00
Speaker 2
Depending on the job, if you're gonna, it only can do, since this router that you have also, sir, is one of an old, so links is no longer manufacturing this device, okay? So it's kinda like, this one, um, depends on the, um, it will be, uh, second level technician who will gonna, give you instruction if the device is really need for, uh, replacement or not, sir, because we can only do that if it is really proven defective. Um, right now, after we do the reset. Um, seems that, um, right now, after you do the reset, the light's still blinking blue?
36:00
Speaker 1
and I held it down for actually closer to 30 seconds just while we were talking here and never did the full um shutdown thing you're referencing. All right. I'm I have to go. This is proving me quite thrashed and um, I'll call back with you.
37:00