V2 Rubric Detail — 73e60308-815d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 21:29
Duration
36m 55s
Contact
502-609-1555
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137545
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_1st time setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall52.7% (+10.7)

V2 Grader Summary

The agent provided accurate technical guidance (5-press reset, SSID configuration) and maintained ownership by creating a case and committing to follow-up, but skipped critical diagnostics (local UI access, Ethernet testing) that were necessary to resolve the persistent no-internet and low-speed issue. Communication was generally clear but lacked confirmation of customer understanding, and unnecessary customer effort remained. Escalation was not warranted as the agent was still actively troubleshooting when the customer disconnected.

V1 Case Analysis

Customer unable to get internet on WHW03 mesh system behind Spectrum router; out-of-warranty. Agent performed 5-press reset and app guidance but failed to identify topology error. Advised to try a different node and promised callback via email.

Troubleshooting Steps
  • Collected serial number and checked warranty status
  • Instructed 5-press reset on primary WHW03 node
  • Guided through Linksys app to create new Wi-Fi network
  • Attempted speed test via app and speedtest.net
  • Suggested trying a different node
Key Observations
  • Agent incorrectly identified the default SSID as 'develop setup FB7' — no such default exists in KB for WHW03.
  • Agent failed to diagnose that the WHW03 was being used behind another router, which is a fundamental topology error causing double NAT and internet access failure.
  • 5-press reset was correctly applied for WHW03, but in an invalid context — the node was not the primary gateway.
  • Call contained excessive pauses, repeated instructions, and no clear troubleshooting structure.
  • Agent did not verify WAN/Internet connectivity at the modem or check if the Spectrum router was blocking double NAT.
Positive Highlights
  • Collected serial number and accurately identified warranty status as out of warranty.
  • Created a case ticket and committed to sending a follow-up email with case number.
  • Correctly instructed the 5-press reset procedure for WHW03, which is a valid pairing method for this model.
  • Attempted to run speed tests via app and speedtest.net to validate performance.
  • Offered a callback path for continued support, setting a clear next step.
Agent Errors / Gaps
  • Provided incorrect default SSID 'develop setup FB7' — no such SSID is documented for WHW03 in KB.
  • Failed to recognize that the customer was attempting to use the WHW03 behind a Spectrum router, creating a double NAT scenario that prevents internet access.
  • Did not advise the customer to either disable the Spectrum router's Wi-Fi (bridge mode) or connect the WHW03 in Access Point mode — both required for this topology.
  • Did not verify if the Ethernet cable from the wall was providing an active internet signal before proceeding with mesh setup.
  • Did not check if the Spectrum router was blocking client devices or had MAC filtering enabled.
  • Suggested trying a different node as a solution, which will not fix a topology/configuration issue.
  • Did not confirm whether the 5-press reset was performed on the correct node or explain the purpose of the action.
  • Lack of empathy and acknowledgment of customer's frustration throughout the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with no internet on mesh node and persistently low speeds (8.6 Mbps vs 1 Gbps plan); issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed 5-press reset and guided SSID connection, but skipped critical steps like testing internet at the node via Ethernet or checking WAN status in UI.
R3 Met Correct resolution path conf 96%
Agent acknowledged OOW status but continued troubleshooting instead of dismissing, aligning with best-effort standard for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified app error and no-internet symptom but did not probe WAN source, modem handoff, or physical layer issues systematically.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the local web UI (http://myrouter.local) to verify connectivity or check logs despite the customer reporting 'no internet' and extremely low speeds, which is a primary diagnostic method in the KB.
T3 Met No misinformation conf 97%
Instructions (5-press reset for WHW03, default SSID 'velop-setup-FB7', and distinction between router and Wi-Fi passwords) are all accurate per the KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained structure but had disjointed transitions (e.g., jumping between app and UI without clear framing) and multiple unexplained silences.
C2 Partially Met Confirmed understanding conf 87%
Agent used accessible language but failed to confirm understanding when customer expressed confusion about network replacement and login options.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case, collected contact info, and committed to follow-up via email without transferring — demonstrated ownership.
O2 Partially Met Proactive follow-through conf 91%
Agent promised email with case number and open hours but gave no timeline for follow-up or clear next step beyond 'call back'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation occurred, and while symptoms were poor, the agent was still in the process of attempting to isolate the hardware (suggesting a different node) when the customer disconnected.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and E1 is N.A., so E2 is also N.A.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite but did not acknowledge customer’s frustration or effort (e.g., moving between floors, failed setup attempts).
X2 Partially Met Tone & rapport conf 87%
Agent maintained pace but did not adjust when customer showed confusion (e.g., about account login or internet status), missing engagement cues.
X3 Not Met Overall experience conf 92%
Customer repeated serial number, reconnected Wi-Fi multiple times, and restarted node unnecessarily; agent could have streamlined steps.
Call Transcript68 turns · 70 lines
Speaker 1
Yes, I just plugged in a new uh Wi-Fi I guess mesh system and I can't as soon as I click like setup router it just says something went wrong call us. [silence] Spectrum? [silence] Yes, I have the box here. Where which is the serial number?
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. [silence] Thank you for calling Linksys. This is Al, how may I help? [silence] Who is your internet ISP, sir? [silence] Um, okay. [silence] And can I have the serial number of the Linksys that you're trying to set up?
00:00
Speaker 1
Uh, uh, uh. Oh, the little, the actual extender. All right. Oh, here it is. All right. It is 2-0-J-1-0-C-67902932. Yes. Um a few months ago and I we just moved so I got it out of the box.
01:00
Speaker 2
on the physical nodes or a physical router at the bottom. There's a sticker there. The actual, yes, the actual node. Let me repeat that one, sir, just to make sure that is 2 0 J, 0 C 679 0 2 9 3 2. Thank you, sir. And when did you purchase this one, sir?
01:00
Speaker 1
Oh, no, I couldn't even possibly begin to tell you when that was. Yes, I just opened the box.
02:00
Speaker 2
Uh, okay. Do you still know, say, the date of purchase, so I can register it from the date that you purchase the device for the warranty. Okay, that's fine, sir. No worries. Um, so, this is the first time that you're trying to set up that one, right? Okay. Okay. Because just to let you know, sir, according to our data, here, with the serial number, the serial number, sir, actually shows as out of warranty. So, in case, sir, we can support you with the troubleshooting. It's just that, in case there is a hardware related issue with the unit, we cannot process any replacement. But, if you can provide us the proof of purchase after we resolve your concern, then we'll be able to update the warranty...
02:00
Speaker 1
Okay. Okay. Uh, yes. My email is Adam, Jacob, that's a D a M s J A C O B 32 at Gmail.com. Jacob Adams. Yes. Like how many units came in the box?
03:00
Speaker 2
then we'll be able to um you know in case there's any hardware issue we can try to escalate that one in case yes but we'll but you can actually do that one later we'll resolve your concern first and then let me create a case ticket before we move forward can you provide me sir an email address. Thank you sir. and first name and last name for the account holder. okay. and this is the best call back number in case the call get disconnected the one that ends in one five five five. okay thank you so much sir. and how many WHW03 sir do you have? Yes.
03:00
Speaker 1
three. Yes, I'm trying to connect it to my router as just like a Wi-Fi extender. What is my router? Uh, it's just one that they gave me from spectrum. No, uh, they're, it is a separate router and modem, but they're both from spectrum. Correct.
04:00
Speaker 2
three. Okay. And you're trying to connect this one, sir to the modem, right? From your internet service provider. What What's your router, sir? Yes. So you have a modem router all in one, or you have a separate modem and router from Spectrum? Oh, okay. And then you're trying to connect this WHW03 to extend more your network. Okay.
04:00
Speaker 1
Yes, so I downloaded the app and I did the email address verification. Then, as soon as I went to like, I clicked on the app and went to the setup part of it, as soon as I clicked, like, connect to the router, it just said there was a problem, call us. Yes. Uh, so I'm doing it on my phone. My phone is connected to the router, Wi-Fi, and it just said there was a problem. Yes, so I have, uh, right, so I have ethernet ran throughout the house. So, this is plugged into one of those.
05:00
Speaker 2
And did you try to set it up sir using the linksys app? Since you've mentioned you've encountered an error earlier. [silence] Um okay. But you're connected to the wi-fi name of the router while you're doing the linksys app, okay. You have one node sir, or one router that is connected to your router, right? wired? Because you have three WH W003.
05:00
Speaker 1
ports and I'm only plugging in just the one just so I can get that one set up to see if it covers enough area. But I bought three just in case. Uh it is like a pinkish purple. Um on the white links, this box, not on my router. Okay.
06:00
Speaker 2
sorry. Um, um, okay. And then, then what's the LED lights, sir, of the, the, the main one that's connected to your internet source? Okay. Uh, maybe we can do this one, sir, before we move with the app. So since that one is connected to your main source, can you try this one? Um, I need you to press the reset button of your main node five times. Do not hold it. Just press it five times. Not too fast, not too slow. Just, a minimum amount of speed. Yes, not on your router, sir. Um, on the, on the linksys router. The main one that's connected to the mann router.
06:00
Speaker 1
with the other that this one only [silence]
07:00
Speaker 2
Yes Push it five times Light pink okay So let's sit that one, Sir, for like three minutes. Let's see what's gonna be the LED light. Did you plug in, Sir, the other two nodes or just this one or for now? Okay So I'll just...
07:00
Speaker 1
okay. [ silence ] Yes, the light is blue now. okay. Now, when I actually open the app, it says add an existing router or mesh Wi-Fi system, or set up a new router or mesh Wi-Fi system.
08:00
Speaker 2
Send you later Sarah an email. And then you can just take your time looking for the proof of purchase for the WHW03, and then you can respond to that email whenever you're available. All right. Any changes there with the lights? How's the lights so far? Solid blue? Okay. Let's keep that one, sir, for like 60 seconds. Let's make sure that that one will be steady solid blue. And then I may need you, sir, to close. Yes. Yes, sorry. Um, setup there in you.
08:00
Speaker 1
Okay. Um, I'm not sure what this means. So I have, like I told you, I have a modem downstairs that a router is plugged into. Um, and then I have ethernet run throughout the whole house. So this is run to one of the ports. ports in the wall. And so it says, "What are you setting up? Is it a Velop or mesh routers or is it non-mesh routers?" Okay. So this is, wait a minute, is this saying disconnect and remove your old [silence]
09:00
Speaker 2
Um, so let's just say the Mesh1 because this WH03 is a mesh router.
09:00
Speaker 1
System, unplug the old router and any nodes or extenders, so is this replacing my router? Yes. OK, it's connected, plug additional nodes into power near the router. All right, so the node light is still blue, so now I click, node light is solid, says
10:00
Speaker 2
not exactly Sir this is just for the setup usually it will just follow the normal setup will it will recognize your router as a modem as long as it has the internet source what's your option do you have an option to click next ok, just click next on the one, sir
10:00
Speaker 1
We can't find your router. Say that again. I'm sorry. My Wi-Fi cells. Like where? Oh, I got you. Okay. I do. Yes. Okay.
11:00
Speaker 2
Okay. Then let's pause her on the app, and then... Can you double check? Uh, let's pause her on the Linksys app. Let's close that one, and then let's go to your wifi settings. [pause] The wifi list on your phone. Like, go to settings, and then wifi. [pause] And then this once you, usually since you haven't changed anything yet on this one because this is the first time that you're trying to set it up. Um, usually it will broadcast its default wifi name, which is develop setup FB7. Do you see that one on the list for your wifi? [silence] Okay. I need you to connect on that one, sir.
11:00
Speaker 1
Okay, hang on, I ran downstairs to my router and I'm going back upstairs. Yeah, yes. All right, so the password, okay. Okay
12:00
Speaker 2
It's the one underneath the physical router or the physical node at the bottom. Um not the not the spectrum routers are the node that you press the reset button five times and then once connected, go back sir to the lynksys app
12:00
Speaker 1
Gold says let's connect it. Okay, so this, I guess I'm confused. It says name your Wi-Fi is this replacing my Wi-Fi now? [silence] Okay.
13:00
Speaker 2
No, so this is creating your second network because you have a main Wi-Fi for your Spectrum router. So since you connected this one, this will create a second network for your home. So you have to create a different Wi-Fi name for this router that's that is different from the Spectrum router because if you have the same name with Spectrum, it will overlap the Wi-Fi and then it will
13:00
Speaker 1
Okay. Okay. So, now I have a desktop computer that is not near one of my ethernet ports, so when I go to connect that, I would connect to the Velop system, right? Okay. Okay. So, this -- says this linking my account. No, it doesn't have that option. It just says configure your Wi-Fi network. But the bar is going pretty fast.
14:00
Speaker 2
If you confuse your devices, you'll probably have connectivity issues. So you have to name it differently, correct? Sir, yes. Do you have an option, sir, to skip that one for now or no? Okay. Oh, okay.
14:00
Speaker 1
[silence] Yes. So I'm like three fourths of the way loaded. All right. It says my Wi-Fi name has been created. Looking for my child nodes. I'm only have the one.
15:00
Speaker 2
I
15:00
Speaker 1
I'll go and set the other ones up later. okay. Okay. All right. Next, um, it says send diagnostic data to link sys, do I need to do that? Okay. [silence]
16:00
Speaker 2
Yeah, that's fine, sir. It will just Yeah, you can actually set the other ones later. So Yeah, just just leave the app as it is. It will just route you to the next page since you don't have any child nodes connected right now. [silence] uh yes, I just click next on that one.
16:00
Speaker 1
It says it's ready. Connect your devices to your new Wi-Fi. So I clicked next. Get notified, okay, okay. All right. So it looks like I'm gonna do a speed check really quick just to see how good this is. Cause my router is in the basin. umcause I have it hooked up to all the other ethernet ports. It says my ping is 28. That's not actually ping is that is good for ping. I'm sorry.
17:00
Speaker 2
And yes, you can click next. [silence] To be started now, yes. [silence] Yes.
17:00
Speaker 1
So I'm good to connect my computer to this new Wi-Fi, this mesh Wi-Fi, correct? Okay. Uh, it's running a speed test right now.
18:00
Speaker 2
I am correct, sir. Wow, so where are you at in the app? [silence] Wow.
18:00
Speaker 1
It says my download speed is 8.6 and my upload is 10, which is pretty bad. Yeah. A thousand. Uh, cat six. Yes.
19:00
Speaker 2
8.6 mbs. How much is your subscription speed, sir? 1 gig. One gig. Okay. The ethernet cord, sir, that's connected between the internet source and to this one, um, what category of ethernet cord you're using? Cat 6. Okay. And that also goes from the router that's on your basement, right? Okay. Where did you run, sir, the [silence]
19:00
Speaker 1
I ran the internet speed test on the app. Um, let me see. Hang on. uh, OK, so on the app, say that again? Yes. OK. um, it just starts testing the ping.
20:00
Speaker 2
Okay. Okay. Uh, if you go to the menu there's a menu, sir, on the upper left-hand corner. It's the three lines. So, go, sir to speed check. Hmm. And then what are your options under speed check? Okay.
20:00
Speaker 1
And so when I connect to my Wi-Fi to this new Wi-Fi on my computer, like the new Wi-Fi name, it says that there's no internet. It says that it's just bad. It's still solid blue. Yeah, it says my megabits per second is 5.4 and my upload is 10.
21:00
Speaker 2
Mhm. What's LED light sir, for the node? Did it change from solid blue to a different light? Still solid blue. Okay. Okay. Can you try say to loop.
21:00
Speaker 1
Okay. Uh, if I go to account? All right, log out. Okay. So, do I click manage your Wi-Fi? Okay. I just logged in with my email. Yeah.
22:00
Speaker 2
log out using the Linksys app. log out sir on the app. Go sir to account and then log out. And then you have to, sir, select, they are manage your wifi. And then, what's your option sir for login? Can you try sir login using router password? Okay. And then earlier, during the set up, after you create your own Wi-Fi name and password, did it ask you sir to create an admin password?
22:00
Speaker 1
uh no it it did not hang on uh so you want me to sign in with my email or router password okay it says go to your phone settings and tap on wi-fi select Wi-Fi from the list once connected return here what okay so connect to this one okay i'm connected to hmm
23:00
Speaker 2
or router password? Ah, okay. So, um, you have an option though for reset password. This is just for router password. So it will not affect the Wi-Fi password that you have created. So let's say the reset password. Again. Router password, sir. Um, let's go back sir to your Wi-Fi list. Maybe we got disconnected to the Wi-Fi.
23:00
Speaker 1
the Mesh Wi-Fi. OK. OK. Uh, so, get the recovery key from under there node. Okay. OK. So I need to change the new, the router password? Okay.
24:00
Speaker 2
Okay. Let's go sort of the - let's go back to the Linksys app and then log in using router password. [silence] Yes, it's a five-digit key underneath. Um, yes sir, the router password. That's dif- that is different with your Wi-Fi, okay? This router password is used only to log into the app.
24:00
Speaker 1
Oh. password hands password. Come on. So it says it's online. Do I want to check the router to internet or device to internet?
25:00
Speaker 2
Okay. And then go back to menu and then speed check routers to internet.
25:00
Speaker 1
start speed check. [silence] says my ping is 42. hang on. it's doing the upload speed right now. download speed is 9 upload speed is
26:00
Speaker 2
Okay. And how much is the speed? Okay.
26:00
Speaker 1
10. Yeah. Yeah, I see. Test. Yeah, I have that. Um, all right. So, I'm connected to... Yeah, I'm connected to the new mesh system. My download speed is 8.8. So that is pretty awful.
27:00
Speaker 2
9 Mbps, okay. Okay. Can you use a third party app? Open a browser. and then yes, speedtest.net. 8.8. Yes. Alright. OK. Sir, is it
27:00
Speaker 1
Yes. [silence] Like wired Ethra? No, not. [silence] That's- that's kind of why I got this mesh Wi-Fi system cuz where my computer is in the office, there is not an ethernet port in this room. And this room is just kind of like a dead spot, which is why I bought the- the mesh system. [silence]
28:00
Speaker 2
If we turn off this one this one is using cat six right? OK. OK. Is it okay if we turn off this node uh? Let's just turn off this one for now. OK. And do you have Serial like a computer or um do you have a computer that we can also wired? Yeah, wired ethernet sir. Hmm I see.
28:00
Speaker 1
so do I need to turn that mesh back on? OK. All right. I got you.
29:00
Speaker 2
Not yet, sir. I'm actually setting a timer for at least 3 minutes, so we have 1 minute and 35 seconds left. All right, so it's already 3 minutes, sir, you can plug in back the node. ok let's give it some time to recover, sir.
29:00
Speaker 1
[silence] let me look. Ah, that's light blue. Yes. Yes.
32:00
Speaker 2
How's the light so far, Sir? Light Blue, okay. Solid, Sir, solid Blue. Okay, um, connect back, sir, to the Wi-Fi of the
32:00
Speaker 1
I connected to the Wify file on my computer and it just says no internet secured, like it's connected. But it says no internet. And it's got two bars.
33:00
Speaker 2
Because then it'll go back to the Linksys app. And then, try to run your speed test. [Silence] No Internet connection. Uh, okay.
33:00
Speaker 1
My phone says that I'm not connected to that wi-fi network. Yes. Yes. Yeah. Go to my router what?
34:00
Speaker 2
How about how about okay? But the LED lights here, did it remains solid blue? Okay. So, your computer is using the Wi-Fi or ethernet Wi-Fi, okay. Can you open a browser on your computer [silence] [silence] and then go to myrouter.local [silence] Local. What browser are you using sir? Google Chrome. Okay. Can you try sir incognito window. the site can't be re-ach? Okay. well um we can what we can do sir um so we can try sir a different node um set aside this one first um to eliminate software issue. so we'll...
34:00
Speaker 1
Okay. I'm actually, I have to go do something else. So I'll have to do this later. And if there, if there's a problem, I'll call back or I'll just take this thing back. Okay. All right. All right. Thank you. Uh, no. You too, bye.
36:00
Speaker 2
we'll use a different uh node out of the three that you have. Okay. Yeah, because but you can also give us a call back, sir, if you can try using a different node. We are open up until 11:00 p.m Eastern time. I'll provide to you your case number via email. So, um use the case number and then give us a call back so we can assist you again. All right. Okay. You're welcome, sir. Do you have any follow-up questions for me, sir? Uh, okay. Thank you, sir, for taking the time calling Lensis. You have a great day, okay? You take care. Thank you, sir. Bye bye. [silence]
36:00