V2 Rubric Detail — 8389aac2-6aa0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 23:01
Duration
8m 57s
Contact
Mireille Helm
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133844
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Child node lost connection to network
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall59.8% (+27.8)

V2 Grader Summary

The agent accurately identified the device and its out-of-warranty status but failed to provide any best-effort troubleshooting despite policy requiring it. The customer’s issue remained unresolved as no technical steps were taken to reconnect the child nodes. While communication and ownership were handled well, the lack of technical engagement results in an Unresolved outcome.

V1 Case Analysis

Customer unable to re-add two child WHW01 nodes after new router install. Agent incorrectly stated app cannot be used, did not perform proper reset/pairing steps, and pushed paid support. Ticket LTS00133844. Follow-up: email video guide.

Troubleshooting Steps
  • Asked about parent node LED color
  • Suggested resetting child nodes without specific instructions
  • Offered video tutorial or paid-connect service
Key Observations
  • Agent recorded an incorrect serial number (25 FFE13M 37B1 vs provided 250130473316710987339)
  • Agent confused the customer's new WHW01 router with a modem
  • Agent stated the app cannot be used for WHW01 setup, which contradicts KB guidance
  • No proper mesh node reset/pairing procedure (pair button or 5-press) was walked through
  • Agent prematurely pushed paid-connect service despite customer declining
Positive Highlights
  • Collected essential customer contact information
  • Provided a ticket number for reference
  • Offered a self-help video link as a free option
Agent Errors / Gaps
  • Incorrect transcription of serial number
  • Misidentified the new WHW01 router as a modem
  • Provided inaccurate information about app usage for WHW01 model
  • Failed to follow standard Velop node reset/pairing flow (pair button method)
  • Pushed paid-connect service despite customer declining
  • Did not access or cite correct KB article for node reconnection

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered a video link and paid support without reconnecting the child nodes.
R2 Not Met Diagnostic thoroughness conf 90%
No actual troubleshooting steps were performed — no reset instructions, no pairing method guided, no admin page access attempted.
R3 Not Met Correct resolution path conf 90%
Agent cited out-of-warranty status to deny support instead of providing best-effort troubleshooting (e.g., factory reset, 5-press, web setup) as required by policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed the parent node light was green and that only child nodes had issues, but failed to ask what steps the customer already tried or gather detailed symptom data.
T2 Not Met Appropriate tools / resources used conf 90%
No use of appropriate tools — did not guide customer to access http://myrouter.local, check logs, or perform a reset; relied solely on verbal description despite available diagnostic paths.
T3 Met No misinformation conf 95%
All stated facts were accurate: device is WHW01 (Intelligent Mesh), out-of-warranty status, correct URL (support.linksys.com), and paid support cost ($15).
Communication
C1 Met Clear & professional language conf 90%
Agent collected information systematically, set expectations about next steps, maintained control, and closed the call professionally.
C2 Met Confirmed understanding conf 90%
Agent used clear, simple language, addressed the customer respectfully as 'ma’am', and confirmed understanding of the core issue.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a ticket, provided a ticket number, and did not transfer — maintained ownership throughout the interaction.
O2 Met Proactive follow-through conf 95%
Agent clearly stated an email with a video link would be sent post-call and provided a ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — issue was within scope of self-help resources and agent offered appropriate alternatives.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, thanked the customer multiple times, and maintained a courteous tone throughout.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace and tone, used respectful address, and kept the customer engaged until resolution was declined.
X3 Partially Met Overall experience conf 85%
Agent asked customer to repeat name and email unnecessarily after initial provision, increasing customer effort.
Call Transcript16 turns · 17 lines
Speaker 1
I'm just trying to link up my parent and two children to a new router and I'm having a hard time. Nope, I just got a new, updated router, so it's through Cox cable, but yeah. [silence] Yes, so the model number is W as in west, H as in hello, W as in west 01, and the serial number is 250130473316710987339.
00:00
Speaker 2
Did you change provider, Ma'am? Okay. Okay. Okay. All right. Before we continue, let me just create a record for this. Can you have the model number and serial number of your lens device? Uh huh. Uh huh. Okay. Okay. That's 25 FFE13M 37B1.
01:00
Speaker 1
Yes. Yes. Yes. Cox cable is 480-271-7571. First name's Marae, M-A-R-E-L-L-E, last name's Helm. H-E-L-M.
02:00
Speaker 2
67799, correct? Okay. Um, dear, the one that you mentioned that you just got a new router. Is that a router or a modem from your internet provider? And who's your internet provider, ma'am? Uh, [silence] And can I have also your phone number? Okay. [silence] How about your first name and last name? [silence] Okay. First name again is Margareille and your last name is?
02:00
Speaker 1
No, it's M I as in IcE Hel, H E as in EaSt S Y, Helm H U M as in MaRy I as in IcE, L is in Liquorish and M as in MaRie G mail.com. Yeah, you
03:00
Speaker 2
Okay, and how about your email address? Thank you for this information. Just to, if I got it correctly, that's M-U-M-S-Y-H.nlm@gmail.com, right? Okay. And again, you're concerned right now is you're trying to reconfigure your links this device with
03:00
Speaker 1
yes.
04:00
Speaker 2
You've got a new, um, like modem from Cox, right? Okay. As of now, the main node that you have, ma'am, what's the color of the light? Mm-hmm. Okay. Okay. So you've got a total of three Lynxus nodes, right? Okay. And right now, the nodes, the parent node, which is connected to the um router or to the modem, um, the light is red and you can use the internet of that router, correct? And uh-huh. And it's, yep. Yep. Okay. So that means that's working still. Okay. And are you trying to take the nodes off? Yes. I believe. Okay. So ma'am, I'm gonna look in your account and then I'm gonna reset the node. Yeah. Okay. And then I will monitor.
04:00
Speaker 1
Uh, sure, yes. Oh, yeah. Yeah. Yes. Yes, I can connect to the internet. Okay.
05:00
Speaker 2
Only the children has problem reconnect- reconnecting to the network, right? Since the light on your router in our, the main one, the main lens network, so is like green, did you try, ma'am, to connect again to the using the parry node? Okay. They can connect to the Internet. Okay. That means only the child node. Um, in that case, ma'am, um, with this type of router that you have, you can no longer use the app to set up the parent or to add the node back to the network. Okay. There is another way around to add this um, child nodes back to the network. There's a possibility that we need to do a reset on the child nodes.
05:00
Speaker 1
Okay. Okay. Okay.
06:00
Speaker 2
But before we do start for any troubleshooting, ma'am, let me just inform you about the status of this Linksys device that you have. Based on the serial number that you provided, it shows that on our system that the router or the Linksys device is already out of warranty. And complimentary phone support is no longer available. But you don't need to worry about it. You have several options we're out of warranty Linksys device. The first option is you can take full advantage of our AI tool that can be found on our website, that's support. Linksys. Com. And our second option is I can send you an email with a link to a video that you can follow and how to add the child node back to the network. Well, the third option,
06:00
Speaker 1
Oh, I think I think I can figure it out from here. I know how to I'm pretty sure how to reset. So if it's apparent one is green, all I need to know is, yeah, I just I don't want to pay for anything. So I'll go on the website and watch the video. Okay. Perfect. All right, thank you. I appreciate it.
07:00
Speaker 2
is we have a one-time non-refundable technical support that I can walk you through to add this node back to the network. Um, the troubleshooting will last up to 60 minutes. This is our paid connect service that will only cost you $15. And in any case, after the troubleshooting, Okay, go ahead. Okay. So give me five to 10 minutes, Ma'am after we end our call, so that I can send you the email link that you can follow on how to um set up this or how to add the node back to the network. Okay? You're welcome.
07:00
Speaker 1
okay go ahead mm-hmm okay okay perfect okay okay thank you so much I appreciate your help all right bye
08:00
Speaker 2
and I'll give you a ticket number, ma'am, just in any case you change your mind, you wanted to avail our paid connect, you can just give us a call and give this ticket number. Okay, the ticket number is LTS, zero, zero, one, three, three, eight, four, four. Okay. So again, ma'am, the website is support.linksys.com. And once you enter that call, I will send you the link of the video that you can follow, okay? You're welcome. You're welcome. So thank you for calling Linksys. This is Carla. Goodbye for now.
08:00