V2 Rubric Detail — 74d85812-70b2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:25
Duration
6m 13s
Contact
Gerald Hays
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134789
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_device reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall69.4% (+3.4)

V2 Grader Summary

The agent correctly assessed the OOW status and offered a valid self-help path via email, demonstrating technical accuracy and ownership. However, no active troubleshooting was conducted, tool use was absent, and empathy was limited to procedural correctness rather than emotional recognition. The issue was not resolved during the call, but a reasonable next step was provided.

V1 Case Analysis

Customer upgraded Spectrum modem; WHW03 mesh node now shows red LED. Advised reset and reconfigure due to old configuration. Device out of warranty. Offered paid support ($15/60min) or free email with steps. Customer chose email path.

Troubleshooting Steps
  • Confirmed model number and serial number
  • Asked about number of nodes and current LED status
  • Diagnosed issue as likely due to old configuration from previous modem
  • Recommended factory reset and reconfiguration of WHW03
Key Observations
  • Agent correctly diagnosed that a modem change may require reset and reconfiguration to clear old settings (aligned with KB: universal_isp_modem_diagnostics.md)
  • Agent offered both paid support and a free self-help email option, which is appropriate for out-of-warranty devices
  • No verification of fix was attempted — customer was not asked to confirm LED status or internet connectivity after reset
  • Agent did not guide customer to access http://myrouter.local or check WAN status post-reset
  • Email address was phonetically spelled but not fully confirmed for accuracy
Positive Highlights
  • Correctly identified the root cause: old configuration persisting after modem upgrade (ACCURACY)
  • Properly handled out-of-warranty support path by offering paid option and free self-help email (PROTOCOL)
  • Collected model number, serial number, and confirmed topology (two-node WHW03 mesh) (PROTOCOL)
  • Provided a concrete next step (email with instructions) instead of leaving customer without direction (RESOLUTION)
Agent Errors / Gaps
  • Did not verify outcome after recommending reset — customer left with unresolved issue and no confirmation path (RESOLUTION impact)
  • Did not confirm customer could access local web interface (http://myrouter.local) to validate connection post-reset (PROTOCOL/ACCURACY gap)
  • Did not follow full diagnostic path: skipped checking direct modem connection or WAN port LED status (EFFICIENCY/PROTOCOL)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved during the call; the agent only promised an email with steps but did not confirm resolution or guide the customer through execution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent identified the need for a reset/reconfigure based on symptom (LED turned red after modem change), but did not perform or guide any actual troubleshooting steps like checking WAN status or DHCP.
R3 Met Correct resolution path conf 97%
Agent correctly identified the device as out-of-warranty and offered appropriate options: paid support or a free step-by-step email, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent gathered model, serial, LED status, and ISP, and inferred the root cause (old config with new modem), but skipped deeper diagnostics like WAN connection verification.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools were used (e.g., remote access, router UI check, speed test), despite the issue being one where verifying WAN connectivity would be standard.
T3 Met No misinformation conf 99%
All technical information provided (reset/reconfigure for new modem, OOW status, paid support option) was accurate and consistent with Linksys policy.
Communication
C1 Met Clear & professional language conf 96%
Agent opened the call professionally, gathered necessary info, explained next steps, and maintained control throughout without being derailed.
C2 Met Confirmed understanding conf 97%
Agent used clear, non-technical language, spelled out email using phonetic alphabet, and confirmed understanding—adapting well to customer needs.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and committed to sending a personalized email follow-up.
O2 Met Proactive follow-through conf 97%
Agent set a clear next step (email arriving in ~5 minutes) and instructed the customer to perform reset after reading it.
O3 Met Closure confirmation conf 98%
Agent collected serial number and model early and did not re-ask information, demonstrating continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Decision not to escalate was appropriate—issue was resolvable via self-help steps, and agent provided a valid alternative path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; agent handled the case appropriately at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent remained professional but did not explicitly acknowledge customer frustration or difficulty with repeated modem changes—empathy was procedural, not personalized.
X2 Partially Met Tone & rapport conf 92%
Agent maintained a steady pace and tone, but did not adjust for customer’s visible stress or irritation; engagement was transactional.
X3 Partially Met Overall experience conf 94%
Agent avoided repetition and handled data collection efficiently, but shifted effort to customer by deferring action to a later email.
Call Transcript11 turns · 12 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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.
00:00
Speaker 1
yes, I, uh yes, I have had to update my modem and my Linksys router is not, uh connecting it's saying that my my TV's are out of range, didn't know if that was something you could help with or not. I did, yes, I had to cuz it was, uh not comp they they did an upgrade and it wasn't compatible anymore. Uh Spectrum? Yes, it is 20J as in Jack, 10
01:00
Speaker 2
thanks for calling Linksys, this is L, how can I help? yeah, let me double check that one for you, sir but you've mentioned, sir, you updated your modem, like you changed your modem from your internet service provider I see, who's your internet service provider by the way? Spectrum, okay and then can I have the serial number, sir, of your Linksys? [silence]
01:00
Speaker 1
C Charlie 64817500 that's correct Uh, the main one is blue and let me run and check the other one real fast. uh, hang on It was blue, it is now red again.
02:00
Speaker 2
Thank you so much. Let me just double-check that one here. This one, sir, shows the model number WHW03. This is the model number of your mesh, right? [silence] Okay. How many do you have, sir? [silence] Two, okay. And then what's the status of their LED light right now, sir? [silence] Okay. [silence] Okay, possible.
02:00
Speaker 1
Yes.
03:00
Speaker 2
Usable. That's the reason why it's showing out of range, sir. I think it would be best for this one, sir, since you have a new modem. Usually the configurations that you have, did you just plug in directly the parent node to the new modem? Okay, so it has still the old configuration that you have with your old modem, so usually what we do if we have a new modem, we reset and then we reconfigure the ZHW-03. The reason for that is it would be best to create a new connection or a new handshake from your new modem so at least it will be able to provide a much more stable and much more better internet connection since usually Spectrum upgraded their system. So since you have a new modem, reset and reconfigure the device.
03:00
Speaker 1
Let's, let's try that. Cause I know, I know these are older and if it doesn't work, I'll just go buy new ones. Yes.
04:00
Speaker 2
The device is out of warranty so usually for out of first warranty devices we no longer provide free technical assistance. We can go through with our paid connect but that will just cost you $15 for 60 minutes of troubleshooting. If you don't want to go through that path because that one is nonrefundable and then it may or may not work? Um, I can send you an email step-by-step that you can try to do on your own first for the reset and the reconfiguration. And that's gonna be for free. Okay, so I'll send you an email, sir. Um, can I have an email address?
04:00
Speaker 1
is. G is in good H is in Harry, a apple, YS. Yes, SSAM, two one one at outlook.com. Yes, ma'am. Gerald, G-E-R-A-L-D. Last name is Hayes, H-A-Y-E-S. Perfect. Thank you so much for your help today. [silence]
05:00
Speaker 2
Let me repeat that once, that is g for goat, h for hotel, a for alpha, y for Yankee, s for Sam, 2-1-1 @outlook dot com. Okay. First name and last name, sir. Okay. So give me fingers, sir. Five fingers after this phone call. Let me personalize the email so at least it will be easier for you to follow the step by step so just check your email after five minutes, okay? Then you can do that reset and then reconfiguration. [silence] you welcome sir thank you as well for taking the time calling link seeds you have a good day still okay you take care thank you sir bye bye
05:00