V2 Rubric Detail — 7fbbf58c-7417-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 00:06
Duration
53m 46s
Contact
Alex Bankston
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135251
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - No internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall13.1% (-32.9)

V2 Grader Summary

The agent failed to resolve the issue and provided technically inaccurate guidance by presenting the 5-press diagnostic method as a pairing/recovery step. No support tools were used to verify the network state, and the call ended with the customer being redirected to the ISP without a valid escalation or resolution. Call control, communication, ownership, and customer experience were all poor due to disorganized troubleshooting, unclear instructions, and lack of empathy or follow-through.

V1 Case Analysis

Customer reports WHW03 mesh nodes showing red/pink/blue lights and no Wi-Fi. Agent guided power cycles, factory reset, and 5-press pairing without verifying modem status or confirming resolution. Advised to contact ISP and call back. No case number created.

Troubleshooting Steps
  • Asked for and recorded serial number
  • Guided power-cycle of nodes
  • Instructed a 30-second factory reset (incorrect duration)
  • Attempted 5-press pairing method on the mother node
  • Tried to have customer check Wi-Fi SSID and reconnect
Key Observations
  • Agent failed to verify modem (SB321) status or internet connectivity before troubleshooting the router.
  • Incorrect factory reset instruction: KB specifies 10–20 seconds, agent instructed 30 seconds ([35:00]).
  • 5-press pairing method was correctly applied for WHW03 model ([42:00]), which is supported per KB.
  • No case number was created or referenced during the call.
  • Agent acknowledged device was out of warranty ([52:00]) but did not clarify support limitations or offer self-help resources.
Positive Highlights
  • Correctly identified and applied the 5-press pairing method for WHW03 model, which is KB-compliant.
  • Collected serial number and attempted to create a ticket via email.
  • Acknowledged warranty status and continued support despite device being out of warranty.
Agent Errors / Gaps
  • Did not verify modem status or internet connectivity before troubleshooting.
  • Provided incorrect factory reset duration (30 seconds instead of 10–20 seconds).
  • Failed to create or reference a case/ticket number.
  • Did not confirm whether the 5-press pairing was successful or if Wi-Fi was restored.
  • Gave vague next step ('call us back') without concrete troubleshooting or escalation path.
  • Did not offer self-help resources (KB articles, firmware update steps) for out-of-warranty device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with customer instructed to contact ISP and call back; no resolution or valid escalation achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed some power-cycle and reset steps (press reset, hold 30s, 5-press method) but skipped logical checks (modem status, WAN IP, UI verification) and the steps were confusing.
R3 Partially Met Correct resolution path conf 80%
Agent identified the device as out-of-warranty and suggested contacting the ISP, but did not pursue a full best-effort troubleshooting path for an OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (flashing lights, no Wi-Fi) and asked for model/serial, but failed to diagnose root cause or ask about modem/WAN status.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools such as web interface (http://myrouter.local), firmware check, or remote diagnostics despite being a mesh node pairing issue.
T3 Not Met No misinformation conf 95%
Agent incorrectly instructed 'press reset five times' as a fix for connectivity/pairing; per universal_5press_models.md, this is a diagnostic escalation method for engineering, not a pairing or recovery step. Agent also used non-standard color terms ('solid black pink') not found in KB.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, abrupt transitions, and lack of framing or control; agent did not guide the interaction effectively.
C2 Not Met Confirmed understanding conf 93%
Used unclear terms like 'pink', 'magenta', 'solid black pink'; failed to confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 88%
Agent deferred resolution to ISP without exhausting troubleshooting; did not take ownership beyond vague promise to 'help when you call back'.
O2 Not Met Proactive follow-through conf 85%
Next step was 'call Spectrum and then call us back' — no timeline, no specific action plan, no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 87%
Agent suspected defective hardware ('mother node is defective') but did not escalate to engineering or initiate RMA path.
E2 Not Met Escalation prep & handoff conf 85%
No escalation executed despite suspected hardware failure; customer left without formal escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy; only generic 'sorry' without acknowledging frustration from long hold or repeated failed attempts.
X2 Not Met Tone & rapport conf 88%
Agent continued with complex, poorly explained instructions despite customer confusion and family interruptions.
X3 Not Met Overall experience conf 92%
Customer repeated serial number and light colors multiple times; agent created unnecessary steps instead of simplifying process.
Call Transcript72 turns · 82 lines
Speaker 1
Is it ready? Go ahead. Your device, there you go. How do I add? I don't know how to. I thought I could add him. It's not going to recognize that. Or do you know? Okay. All I needed was your help.
00:00
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 out of warranty products, paid support link is available. 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
Yeah. All right. I'll just let, I'll just sit my phone. I'm about to eat dinner, so I'll have my phone and, um, I'll be available if they need me. Okay. But otherwise they'll walk you through it. All right. Okay. All right. Enjoy the music. Thank you. Um [silence] Why don't you tell Alex to stay on hold, Emily, if you need you. Alex are you still there? I think what'll happen, based on my past experience, is they will give you the sequence of turning it off, turning back on, and they'll ping it, or they'll send you a notification to know that it's online and walk you though the whole thing. Okay. Yeah. I know it's a pain in the ass, but the other option is if you really don't need the internet, bail and work on it tomorrow. But I think we're we've gone this far, I think we got to figure it out. Well, I can't work on it tomorrow without doing it at the same time I am right now. Oh, exactly. Yep. Um, and nothing happened with the uh, the router. No, same thing. Yeah, literally just stopped. Oh, yeah, like the, the light's still blinking, yeah. Yeah, they're still, not all the lights are coming on. Exactly. All right. Well, we're going to have dinner and I'll turn the volume down a little bit. But if you need me, text me. Oh, yeah. I'll keep an eye on it. Sounds good. Ah, man. Sorry about that. All good. Welcome to technology, right? Yeah. Yeah. Okay. All right. I'll, I'll stay on online. Okay. All right. [silence] here where you're apart this you followed uh you're speaking to alex bankston yes my wi-fi is not working the audience
01:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. May I know who am I speaking with? [silence] Alex. Your name again? Alex [silence] Yes, how can I help you, sir? Tell me what is the model of your Linksys router. Can you tell me... and can you go to the to your router? Can we just see the number? It's a Linksys device.
13:00
Speaker 1
spectrum well I just waited on the phone for like I can you see if there's a problem on your end cause I just waited on the phone it um is linked system node oh I do have a link to hot so
14:00
Speaker 2
Which are you were internet service provider? Have you tried calling them? They usually get the problem fixed. And then if the problem is connected to, let me see, c. You, okay, They are two levels of, uh, they should be a Links device on your side. Can you tell me what is a Links device you have? It says it's not a Links device. Stopboard is and Aries. You're calling Links. Can you try calling the insert board Aries ARIS? S. You're calling the wrong number.
14:00
Speaker 1
I have the note. Do you want the model number? WHW03. Blue. Dark blue. And it's flashing. [silence] It is flashing green.
15:00
Speaker 2
Yes. What is the color of the light on top of the router? Uh huh. So, it's online. On the server board? Yeah. Okay. It means it's the blue means it's online, it's working, it's processing, it's meaning it's trying to get an access to the port board. The SB, what is the color of the light on your SB? When you say you don't have a Uh uh your Wi-Fi is not working, can you tell me specifically what you're trying to do? [silence]
15:00
Speaker 1
I'm trying to get my Wi-Fi to work. My Wi-Fi won't work now. I'm trying to connect to the internet. Both. Nothing will load. Excuse me? [silence]
16:00
Speaker 2
You try to do it. Now you wanted to get an internet right? Tell me how you try to connect to the Wi-Fi. Ah. Yes. You're trying to achieve connectivity to the internet or are you trying to connect to the internet only? Are you? Mhm. Are you using a phone or a computer? Um well when you connect to the internet, what is the error message that you receive? Uh and and tell me the serial number of your your W H W 0 3. Uh give me the serial number of your spectrum W H W 3. You you find it under the uh
16:00
Speaker 1
Okay. Are you ready? eight eight six three x six three 39 30 90 27 yes oh oh sorry oh I see it two zero j one zero C [silence]
17:00
Speaker 2
NAN underlying the router, the serial number is in the Linksys WHW3.
17:00
Speaker 1
6 8 7 1 2 6 0 5. That's it. My node is now turned red also. yes. Do you like me to turn it off right now? Do you just want me to unplug it or is there a specific way to turn it off? [silence]
18:00
Speaker 2
All right, let me take a look. Can you try to turn off the link. Turn it off. Yes, please. There's a switch underneath or you can plug either.
18:00
Speaker 1
Okay, is off. It is off. Yes. Okay. Uh, the email address under this would be j k, um, oh, okay. Um, are you ready?
19:00
Speaker 2
and then wait for few seconds more okay turn off the HDMI as well the server board tell me when it's done off okay let's wait 3 minutes 3 minutes Alex may I have your email address let me create a ticket for you something that yeah something you can receive i will give you an instruction on what to do you can access email that you can access dot
19:00
Speaker 1
B-N-K-S-T-O-N-A-L-E-K@Gmail.com. Yes. I'm I'm not sure. I don't know. I don't know where they're located. Um, okay. Uh Alec. [silence] all right there's one all right there's one in the shelf under your um but beside your bathroom uh huh and then then there's one in the cabinet above where the printer is that's it right
20:00
Speaker 2
[silence] Yes. Yes so that it will work. If you don't bring it, it will not work. Only this one will work, the other two will not work. They have to be there. Yes, bring them all, three. In the same location. Bring it to one location. Spread them at least one foot apart from each other and then plug to power.
21:00
Speaker 1
Oh, that's not good. I can't get the node in the kitchen. You guys like No, you can get to it. Open the door and you can turn and I'm plugging. Chip, it's up above the printer. Oh, it's down on the shelf. No, it's up to the printer. It's, it's you guys caught a hole through the cabinet. No. If, if you open the cabinet door above the in it laying on its side in the upper cabinet above the printer. Yes, but I have to go plug it in upstairs. No. No. You can turn it around and unplug it right behind the node. No. It's a tight fit, but you can do it. And the back side of the node. I'm trying. you I go. Sorry, having all three unfogged? Yeah. Okay. What do you want me to do, sir? [silence] Okay. I turned it on.
22:00
Speaker 2
Turn on this turn it on. Do not Turn the Linksys. It's just shortboard. okay wait for it.
23:00
Speaker 1
Uh-huh. Right now? And keep the original one off or turn that one on too? It just has a green power light on. Do the other two nodes have to be next to each other? I don't have enough outlets.
24:00
Speaker 2
and the two child node that you brought uh can you plug them to power as well yeah yeah turn out off the original one tell me the status of the chrome board how about the online green as well no they at least within five feet [silence]
24:00
Speaker 1
[silence]
25:00
Speaker 2
All right. Now turn on the
25:00
Speaker 1
they are wait they're flashing red now okay the the third one is on now too yeah
26:00
Speaker 2
connected to surfboard, plug it on the two child nodes that's already on that's okay okay, keep it that way then with the color of the mother node is it red or
26:00
Speaker 1
The two original notes, or the two notes that I plugged in originally are red and the other one is blue, so. Yes.
27:00
Speaker 2
the two child node that are red.
27:00
Speaker 1
okay, I did it for one of them and it's now blue I'm doing it for the other one now Sorry I am
28:00
Speaker 2
okay, do the same to the other one. there you go.
28:00
Speaker 1
Okay. The other one is also now blue. I mean, that's a good that's a good sign. Okay. [silence] Ah. And.
29:00
Speaker 2
All right. Now, can you press the reset button on the
29:00
Speaker 1
Okay. Okay. It's blue also now. And the other note is, the other note is red again. It looks pink. Yes. Okay. [silence] . [silence] .
30:00
Speaker 2
Alright wait for it. Pink, pink or red pink solid pink, right? Magenta, magenta. Okay, good. Wait until the other one is also solid black pink (u). reddish pink, (u), (p). Tell me when it is. Okay.
30:00
Speaker 1
[silence] Uh, yes. Dad? Yeah. Did you send me a text or some information? I think it's in the app. Oh, okay. Okay, what is it on my phone? What am I looking for? I do it. No, you do it. Okay. There's no 484. There's only 7B6 and C zero C. [silence]
32:00
Speaker 2
It should be a Bell of setup for A4. Can you confirm? Okay. Can you check in your phone if you can see well of setup for A4? No, no, no, it's in the Wi-Fi settings. Go to the Wi-Fi settings, look for the Wi-Fi name Bell of setup for A4. Mhm. Mhm. You found it? All right. Okay. Can you press the reset button and hold it for 30 seconds on
33:00
Speaker 1
[silence]
34:00
Speaker 2
if you need help.
34:00
Speaker 1
I used a pencil. No. I'm still holding it.
35:00
Speaker 2
you use the clip to post it hard pencil still solid blue it didn't react right when you press it it didn't turn up okay one more time hold it it should turn off or turn red no reaction no reaction no reaction no reaction no reaction [silence] check if it should turn off while holding it it turned off or turned red [silence]
35:00
Speaker 1
It's still blue. Okay. unplug or turn off? Okay, it's unplugged. It's unplugged.
36:00
Speaker 2
"Tell me. About that. It's broken. All right. Let me find the solution on that one. I think the problem was the mother node was broken. That's why you don't have internet. That's why I have to fix it. One. All right. We're going to do a recovery reset. This will involve turning on and turning off the mother node. And then it will be ten steps. Okay? Follow me. I'll do the timing and then you confirm what you do. Start. Let's start now. Now, I need you to unplug the power of the mother node and tell me when it's done. Unplug. Do not turn off. Unplug. The power is up. You can use the back of the router itself. Okay. One. Two. Three."
36:00
Speaker 1
Okay, it's plugged. it's unplugged. It's plugged. Unplug.
37:00
Speaker 2
plays the power bag bal... power about... unplay the power...
37:00
Speaker 1
[silence]
38:00
Speaker 2
off the power back All right, and plug the power One plug the power back off the power and plug the power and keep it that way
38:00
Speaker 1
the light is still the same blue.
39:00
Speaker 2
let's wait two to three minutes observe the light if it changes solid blue it didn't blicker it didn't react can you try to press the reset button okay okay good that's good that's great done with the color that's in blue
39:00
Speaker 1
When I first started holding it, it was pink, then it turned off then it was
40:00
Speaker 2
Can you press the reset button and hold it for 3-0, 30 seconds.[silence].
40:00
Speaker 1
Solid blue again.
41:00
Speaker 2
Okay. Wait, wait. Okay. Wait until it become pink for reddish pink. [silence]
41:00
Speaker 1
Oh there is there is a white oh it's a pink. Now flash.
42:00
Speaker 2
Okay. Okay. I think the mother node is defective. All right. Just one minute more. If it's still flashing blue, then we're going gonna demote it and use another one. Use another child as our mother. Oh great. Whoa, beautiful. That's good. Solid pink. Okay. I need you to press the reset button, but do not hold it. Press and release one press per second and do it five times. Do not hold. Press and release one press per second and do it five times on the mother node. Use the pencil. Press. Good. [silence] Now
42:00
Speaker 1
[silence] it says unable to join the network. Now the network's no longer there as an option.
43:00
Speaker 2
On your phone, try to look for the Wi Fi name Velleob.Set업4a4 and try to connect to that one. It will ask for a password, and the password is underneath the router. So. Can you forget the network? Is it possible? Try to turn up to Wi Fi. Wait six seconds. [silence]
43:00
Speaker 1
The router, the Wi-Fi on my phone. Yeah, yeah, yeah. Okay, it's there. Let me try to join it again. It doesn't give me the option to forget because I've never joined it before. No, that one works. It looks like. It's pink. [silence] Saw [silence]
44:00
Speaker 2
[silence]
44:00
Speaker 1
this app no, no. have it on my phone. I'm the dad. Open the link. this app. dad you can't do that. You're not here. oh, okay. Then alex, you might got it. you might need to download the link this app, alex. I don't have the Wi-Fi to download it. yeah, I can't.
45:00
Speaker 2
Did you download the Linksys app in your phone? Okay, can you connect the phone to the Wi-Fi setup 484? And once it's connected, uh, no, no, before opening the Linksys app, make sure the phone is connected to the Wi-Fi name Velusetta 484. Go to the settings. Go to the settings. Uh-huh. Wait, wait, wait. Before you can do that, there's [noise]
45:00
Speaker 1
It's all in pink. The other two are flashing pink. Okay, I did it. Now it's green. It's green.
46:00
Speaker 2
hey Tom I check first the encodes is it blue or is it solid pink check all three of them solid pink can you press the reset button again ah sorry press the reset button five times do not press and hold just release like click click click something like that just do it five times use the pencil check it check it it should uh blink ah it's blinks all right we'll wait for it it'll will wait two to three minutes Then we finally call it with that. Blue pink red
46:00
Speaker 1
[silence] [silence] [silence] [silence] Hmm. [silence] Yeah, we might have to get an it guy out here. [silence] Yeah. Well, uh, let's see if I print [silence] [silence] Are you? [silence] What does that mean? [silence] [silence] [silence] [silence] [silence] [silence] [silence]
48:00
Speaker 2
green and pink. Can you switch? It's okay. Can you switch one of the child nodes as a new mother node? Switch them. Something's wrong with the mother node. Okay. There are three interchangeable. Right now, there are two pink that are child node. The mother node is behaving abnormal. Let's demote the mother node and make it as a child. One of the child, you can choose any and connect it to that one. Just unplug and they can interchange it.
48:00
Speaker 1
I think so. Okay. now it's green. [silence]
49:00
Speaker 2
You got it? Get one of the childs. Get one of the childs and plug the power, leave the power because they are interchangeable, and then bring it to the mother and plug the mother, connect everything, all the cables, and the mother send it to the child now. Um, great great.
49:00
Speaker 1
Pink. Red or pink? One of the two. It looks more red. It is plugged into a.
50:00
Speaker 2
Alright, tell me the color of the light now. Red, pink. huh? Yeah, mostly red. Alright. Tell me again the model of your on and the SB 322.
50:00
Speaker 1
Where do I see that? SB. SB6. Oh, SP 6130. Second one flashing green.
51:00
Speaker 2
Which one, the SB English;pectrum; SB what's;the model again? SB321 SBE13 yes, Sir, Ward, SB yes uh 19.0 okay so the there are four lights on front, what are the colors? The first one is the power, should be green and the two should be blue and the third one is green and the fourth one. the router is already your links, this hour is already out of warranty but we will help. We can help you. That's one. However, if this is defective in the physical level or hardware defective, we will not replace. But we will help you, support you on how to, re-install this one. That's for free. Okay? But you need to go all the spectrum and tell them reset the modem, the Aries, so that it will work.
51:00
Speaker 1
Yes. Okay, thank you so much for your help. Right, thank you. Okay, thank you. Great, thank you.
53:00
Speaker 2
For. Light is blue. Call us back. We will help you. That'd be okay, Alec? Okay. Take note, we will help you. You don't have to pay us. You don't have to charge. Just make sure that the modem is working. Right now, it is not working. Better. We will wait for you call. All right. Okay. We can do this, man. Just call them and then come back to us. I will help you. All right. Thanks for the call. My name is Nathan and tell them that I - Nathan already helped me. I helped you and then will also put in the case note that - we will proceed in helping you. No charge. Bye-bye for now. Byebye.
53:00