V2 Rubric Detail — 76d7d294-6bff-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 16:53
Duration
7m 45s
Contact
Grace Larson
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134081
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Reconfiguration of the router

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall27.9% (-6.0)

V2 Grader Summary

The agent provided a technically correct reset instruction but failed to resolve the core issue (error 2298, solid red LEDs) due to incomplete troubleshooting, lack of escalation, and poor communication. While some diagnostic questions were asked, ownership, empathy, and efficiency were lacking, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reports three WHW03 V2.20J nodes solid red with error 2298 after factory reset. Agent suggested pressing and holding reset button on parent node without verifying outcome or providing escalation path. Issue unresolved.

Troubleshooting Steps
  • Collected customer contact information (name, phone, email).
  • Identified device model (WHW03 V2.20J) and serial (2060B911039).
  • Asked about ISP and device ownership (landlord-provided).
  • Suggested pressing and holding reset button on parent node (contradicts KB for error 2298).
Key Observations
  • Agent ignored KB guidance for error 2298 (escalation/RMA required) and suggested ineffective reset procedure.
  • No basic troubleshooting steps (power-cycle, LED verification, 5-press method) were performed per mesh node management KB.
  • Warranty/support eligibility was not discussed despite hardware fault symptoms and landlord-provided equipment context.
  • Call ended without confirming whether suggested reset resolved the issue or setting a clear next step.
Positive Highlights
  • Collected customer contact information and device details.
  • Asked relevant questions about ISP and device ownership.
Agent Errors / Gaps
  • Provided incorrect technical advice: Pressing and holding reset button is not the correct procedure for error 2298 (KB states escalation/RMA required).
  • Failed to follow mesh node troubleshooting flow (power-cycle, LED verification, 5-press method) per universal_mesh_node_management.md.
  • Did not verify whether customer had already performed a factory reset via web interface before suggesting physical reset.
  • Ignored Angry Customer Protocol despite customer frustration (repeated confusion, error 2298).
  • No warranty or support eligibility discussion despite hardware fault and ISP-provided equipment context.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirms resolution; call ends mid-troubleshooting with only a reset instruction given, and error 2298 unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asks about LED status, ISP, and confirms factory reset attempt — basic troubleshooting steps — but skips power cycle verification and modem check, and does not logically sequence diagnostics.
R3 Not Met Correct resolution path conf 90%
No warranty status check, no determination if ISP-provided, and no appropriate path selected (e.g., escalate for error 2298 or guide through recovery).
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies solid red LEDs and error 2298 as symptoms and asks relevant questions (LEDs, reset steps), but fails to determine root cause or narrow possibilities.
T2 Not Met Appropriate tools / resources used conf 85%
No use of tools (e.g., remote diagnostics, firmware logs, or cloud account check) despite a specific admin password error (2298) that may require deeper analysis.
T3 Met No misinformation conf 95%
Instruction to 'press and hold the reset button of the parent node' is correct for WHW03 V2 per KB; no technically inaccurate advice given.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opens with apology and attempts to gather info, but repeats questions, mishears names, and loses control by not guiding call toward resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent uses phonetic alphabet which may help accuracy, but does not confirm customer understanding or simplify language despite poor connection and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent does not take ownership; asks for data without explaining purpose, and offers no commitment to follow up or resolve.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up plan provided after reset instruction; call lacks closure.
O3 Not Met Closure confirmation conf 95%
Agent re-asks for serial number and ISP after customer already provided them, indicating no continuity or note-taking.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Error 2298 and failed admin password setup after factory reset are valid escalation triggers per KB, but agent does not consider escalation.
E2 Not Met Escalation prep & handoff conf 85%
No escalation occurs, so execution cannot be evaluated as effective.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologizes at start and says 'I know this is frustrating' implicitly, but does not explicitly acknowledge repeated failures or show sustained empathy.
X2 Partially Met Tone & rapport conf 80%
Agent maintains pace but does not adapt to customer’s fragmented speech or poor connection; continues with complex phonetic spelling despite difficulty.
X3 Not Met Overall experience conf 95%
Customer repeats serial number and ISP info; agent forces repetition of known details, increasing effort unnecessarily.
Call Transcript15 turns · 15 lines
Speaker 2
welcome to Linksys support to assure quality service your call may be monitored please remain on the line for assistance hhhh Hi, thank you for calling Linksys. This is Gina and I'll help you today. Hmm. Okay, so I really apologize for the inconvenience, ma'am, but is this your first time calling us for support?
00:00
Speaker 1
Yes, great. Larsen. And the account isn't mine, it's my landlord which may complicate it. Hello. Can you hear me? Sorry, the service in the flat isn't good. Yes. And last name is Larson, which is L-A-R-S-O-N. Yes. Yes.
01:00
Speaker 2
may, I know your first name and last name? yeah, it's okay. so, your first name is Grace. hello? hello Grace? hello? okay. I can hear you now. so, your first name is Grace. yeah, it's okay. L-A-R-S-O-N. Larson. and your callback number. hello Grace?
01:00
Speaker 1
Can you hear me? [silence] Yes, it is 07 474-942-437. [silence] It is Grace, and then an extra e and then Z for vertical, Larson@gm^ail.com.
02:00
Speaker 2
Can you please provide your call back number? and your email? Okay, let me just verify using phonetics. G for George. R for Robert. A for alpha. T for fútbol. T for teléfono. E for Eerie. E for Eerie. V for Victoria. L for Lima. M for Michael. A for alpha. A for alpha. R for Robert. Letter S for Sandy.
02:00
Speaker 1
Yes, that is correct. 3. Yes. As far as I can tell, there's a Vodafone gray router and then three Linksys boxes. Um, but the... Okay, that is WHW03 V2.20J 2060B911039.
03:00
Speaker 2
Oh for oscar n for November at gmail.com. And how many linksys router do you have? Grace. So, you have three linksys devices. Kindly provide the serial number of the main router or the parent node. the main main router from linksys. How about the serial number?
03:00
Speaker 1
The three in the middle is a B. Yes. Yes. I believe it's those three lynx rectangles and then there's a gray box at the middle.
04:00
Speaker 2
Okay. It's two-zero J for Juliet, two-zero-six-zero-three-nine-one-one-zero-three-nine. Okay. It's letter B. Six-zero-B-4-Boy. Nine-one-one-zero-three-nine. And who is your internet service provider? Hello. Is it for same uh.
04:00
Speaker 1
[KEEP_UNCERTAIN] Sorry, I don't understand what you're asking. I don't know. I just know that they're here. Vodafone, I believe. There's a Vodafone box which the Linksys is attached to. It's my landlord's, so I don't know.
05:00
Speaker 2
Are the devices provided by your internet service provider, Grace? Are your Linksys routers provided by your internet service provider? Who is your internet service provider? Is it community fountain? Evoda phone? Gig signal. But where did you purchase your Linksys routers? Do you have any idea?
05:00
Speaker 1
Sorry. All three are solid red at the moment. website. And so they were all, all three dots were red, um, which from the website indicates connection. So I followed the steps for a factory reset and I made it all the way through. I'm attached to that setup, set up C
06:00
Speaker 2
Yeah, it's okay. But what is the current light indicator of your Linksys router? Again, what have you done so far, Grace? Is there a power outage? It's possibly causing the issue that's why your Linksys routers doesn't have any internet connection.
06:00
Speaker 1
5a. Um, and then when I go to, I, I've input the pin, the recovery key. And when I go to create a new ad work, sorry, create a new password, and then I create a new admin password and I hit reset. And then it gives me unexpected error, 2298.
07:00
Speaker 2
Okay, so, you press and hold the reset button of the parent node.
07:00