V2 Rubric Detail — 87a7877e-73c8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:40
Duration
12m 36s
Contact
Shay Mc Elwin
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135153
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cant access the app
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall19.7% (-40.3)

V2 Grader Summary

The agent failed to resolve the app‑detection issue and provided minimal, inaccurate troubleshooting while incorrectly stating out‑of‑warranty policy limits. No escalation was made despite the need for higher‑tier assistance, and the customer was left with extra effort (app reinstall, 24‑hour wait) without a clear solution.

V1 Case Analysis

WHW03 mesh system reset; app not detecting router after setup. Out of warranty. Advised 5-press method and web UI to add nodes. App reinstallation suggested. Instructions to be emailed.

Troubleshooting Steps
  • Confirmed Wi-Fi connection and advised disabling 4G/5G on the phone
  • Collected model number (WHW03) and serial number (20J10C660776)
  • Identified out-of-warranty status and explained support limitations
  • Provided alternative setup methods: 5-press method and web interface (http://myrouter.local)
  • Advised deleting and reinstalling the app after 24 hours
Key Observations
  • Agent correctly identified WHW03 model and collected serial number (20J10C660776) at [07:00]
  • Warranty status confirmed as out of warranty at [11:00] with clear explanation of support limitations
  • Provided two valid alternative setup methods (5-press and web UI) per KB guidance for WHW03 (universal_5press_models.md and universal_mesh_node_management.md)
  • Advised app reinstallation and Wi-Fi-only connection, aligning with universal_app_transition_notice.md
  • Promised to email setup instructions, providing concrete next steps
Positive Highlights
  • Collected serial number and confirmed model number, enabling accurate support despite out-of-warranty status
  • Correctly identified out-of-warranty status and set expectations about free support eligibility
  • Offered two valid alternative setup methods (5-press and web UI) as per KB guidance for WHW03
  • Advised customer to disable 4G/5G and use only Wi-Fi, which is correct per app troubleshooting guidance
  • Promised to send detailed setup instructions via email, providing concrete next steps
Agent Errors / Gaps
  • Initial hesitation about 5-press method ('I won't suggest the five process') at [11:00] was corrected later in the call. While this was a minor contradiction, it did not materially mislead the customer, as the agent ultimately provided correct guidance per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the app detection issue; advised customer to delete and reinstall app after 24 hours and promised email with steps, but no confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested deleting/reinstalling the app and checking Wi-Fi connection, but skipped key troubleshooting like verifying local web UI access or node pairing status.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated 'we can no longer provide free assistance' for out-of-warranty devices, violating OOW best-effort standard which requires troubleshooting even if RMA isn't available.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process: agent attributed issue to 'cloud' without evidence, skipped checking firmware, web interface, or node sync status.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use local web interface (http://myrouter.local) to verify router status or node connectivity — a necessary tool for this issue per universal_app_transition_notice.md.
T3 Not Met No misinformation conf 96%
Told customer app issue might resolve in 24 hours (unsupported) and that OOW devices get no support (contradicted by R3 OOW standard). Also referred to 'FIBER Press' which is not a KB term; likely meant '5-press' for WHW03, but provided no actual instructions.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call, asked for name, serial, and email, but did not set clear expectations or a structured plan.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but failed to confirm the customer’s understanding of steps; some jargon remained (e.g., “Fiber Press”).
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent handed off the issue by promising an email and did not continue troubleshooting or take ownership of resolution.
O2 Partially Met Proactive follow-through conf 86%
Stated they would send information via email and suggested trying the app after 24h, but no concrete timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Issue could have been escalated to a higher‑tier engineer (hardware‑fault suspicion), but no escalation was made.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; escalation was warranted, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent thanked the customer for waiting and used polite closing, but did not acknowledge the frustration of losing the router in the app.
X2 Partially Met Tone & rapport conf 82%
Agent maintained a calm tone but did not adapt to the customer’s confusion or repeated requests for clarification.
X3 Not Met Overall experience conf 90%
Customer was asked to reinstall the app, wait 24h, and receive an email—steps that added effort rather than simplifying the problem.
Call Transcript23 turns · 24 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 at please have your device's serial number and contact information ready. if unavailable, kindly callback later. for out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling me, it's Jeesu. How can you work in day? Hello? [silence]
00:00
Speaker 1
Do you have a Velop system, the mesh system? Okay. And I'm, I, uh, recently had to reset, factory reset everything, uh, to reconfigure my network and, and I, uh, got it all back and running. However, now when I go to my app, it tells me I don't have a router, which I do because everything's working fine. So, how do we rectify that? I could, I have not tried that. Okay. All right, I'll try that and I'll call you back if I need to. All right, actually, it's installing right now. If
01:00
Speaker 2
Mh-hmm. Mm-hmm. mm-hmm. Mm-hmm. Mm-hmm. I see. Um, did you try to delete and reinstall the app, sir? Uh-huh. That's one way, sir. And aside from that, uh, just make sure that your, um, phone that has the link to this app is only connected to your Wi-Fi network, the, uh, the new Wi-Fi network. Hmm. Oh, yes, sir. Yes, sir. Just call us back. We're up 'til 11 PM.
01:00
Speaker 1
do you want to just hang on the phone and let me see what we got?
02:00
Speaker 2
Ah yes, yes, yes, sir. We'll wait for that, sir. I have your phone number. Just in case we get disconnected. 6994. How about your first and last name, sir? Shea. How do you spell your last name, sir? Okay, what's the model number of your iPhone? Oh, okay. Uh, yes, yes, sir. And let me just confirm. How did you set it, uh, how did you set up your device, sir? Your
02:00
Speaker 1
Through the app, yeah, through the app. When I got done setting it up at it, it asked me when I got done setting it up, it said it wanted me to delete a redundant network from my account. So, I did that and I think it deleted my account. Well, they're, they're light blue on all three that I have online. Um, the two that, I'm trying to add two more. I got five total. The two that I'm trying to add are red, obviously. Correct. Um, it's, it says, uh, you haven't added a router or mesh Wi-Fi system to your account.
03:00
Speaker 2
Okay what's the light on the top of your node right now sir? Mm. I see I see. Okay so right now your phone is connected to your Wi-Fi network, the one you set up for your app. Okay what's the error sir? What's the message you have? Okay you can go ahead and add to account sir choose add to account. Because this will
03:00
Speaker 1
Yeah, so then it says "power on the router, whatever, you know, connect to its Wi-Fi, tap the button, and then it says, oops, something went wrong. We can't detect your router." Call us, and that's what I did. Called you. What's the what? "Master Yummy." Correct. [silence] [silence] [inaudible] Let me see how I can do that. I'm not gonna lose you for that.
04:00
Speaker 2
Will be a new network or a new, like, um, new nodes for you to re-associate to your app. So add to account. Hmm. I, I see. I see. What's the name of your Wi-Fi, sir? The name of your Wi-Fi. Okay. So right now your phone is connected to that same Wi-Fi name. Okay. Um, can you try to, um turn off to your 4G or 5G network? [silence] Yeah, that's okay, sir, I can give you a
04:00
Speaker 1
S-H-A-Y-P as in Paul A-L-A at Gmail.com okay we've done that going back to there app [silence] no just close that oh and start from pressure yeah same thing says it can't detect the rate of change in the
05:00
Speaker 2
Oh, before you do that, sir, may I have your email address? Mm-hmm. Okay, thank you. So yes, sir, please make sure that your 4G or 5G network is off, and you are only connected to your Wi-Fi network.
05:00
Speaker 1
Yeah, give me a second. Does it have to be the actual the first unit the router unit or can it be any of them? Okay. That is on the the sticker underneath it right? All right that is.
06:00
Speaker 2
Okay. Sir, may I have the serial number of your linksys router, sir, please? If possible, sir, yes. Yes. [silence]
06:00
Speaker 1
3935 five sorry, is this the 30? Oh, no, that's not my bad. Wrong number. Here we go. All right, it is two zero J one zero C. six six zero seven, seven six. Two of them are a different, uh, two of them are they're they're develop they're a developed product, but they're a different size. They're slightly smaller than the original three. I have three online right now if you should be able to see those if you're logged into my account. okay. Yup. Sure. [silence]
07:00
Speaker 2
Okay, got it. And you have five of this nodes, right? I see. let me just check on the units here. Okay. it says this is, these are WH W03 models, sir. yeah, this is, they are the WH W03 models. Okay. Um, sir, actually, this, uh, nodes. Uh oh, you have this since 2016, right? Let me just check on this one, sir, uh, for, uh, can you give me to 4 minutes, please? Oh, you've got it? Okay. Got it.
08:00
Speaker 1
You're so miserable out there. Yeah. Well, he obviously picked it up like that. Mark, I wouldn't drag a truck country. He didn't ask. Yep. Yep.
09:00
Speaker 2
Thank you, sir. Be right back, okay? Stay on the line. [silence] Hello, sir. Sir Shay, hi, sir. Thank you so much for patiently waiting, sir. So, um, this concierge, uh, it seems that this has something to do with the firmware and the cloud, um, with, uh, on the app.
09:00
Speaker 1
Right. [ silence ] Okay. [ silence ] Okay, is the app going to be working again or what? Okay.
10:00
Speaker 2
Sir, your goal, the reason why you wanted to access the app is because you wanted to add a node, right? Right, okay. Aside from that, there are two other ways for you to get this node working. We do have FIBER Press and we do have a user interface. So you can use those methods for you to to have this nodes working. These two other nodes that you wanted to connect. Aside from the app, if since the app is not working right now, you have other options, sir. Is the app going to be working again? I'm not so sure about that one, sir, since some this has something to do with the cloud. Possibly you can try it after uh, 24 hours, sir. But for now, there are you can use the other ways for adding a child node, using the uh, the Fiber Press, which is the fastest way and the user interface.
10:00
Speaker 1
Okay. So, uh so tell me the two output a laptop and what was the other option? Okay. Okay. Darling. Yep. Yep. [silence]
11:00
Speaker 2
five, press will be I won't suggest the five process. Mhm. uh five press sure. Anyways there, let me just inform you about this. Um, it seems that this notes are no longer in warranty and we can no longer provide free assistance for out of warranty device, but then sir, I can provide you this information uh, we'll send it directly to your email so that you can follow it online. Okay. Um, before we do that, sir, man, uh, I know who is your internet provider. Starting. Okay. So, you have a gateway, right? Okay. So, yes sir. Uh, your email address, sir is shay@Gmail.com, right? Okay. So, yes sir. I'll send you the two other ways. Sir.
11:00
Speaker 1
Okay. Okay. Sounds good. All right, thank you. Bye. You too.
12:00
Speaker 2
of adding this child node back to your network and for the after please delete the app for now and reinstall it after 24 hours. Make sure once you once you try to get through the app again make sure that you are only connected to your Wi-Fi network. No for a 4G or 5G network. Okay so yes I'll send it to you right after this call okay. Just your welcome sir. Have a good day and please take it. Bye bye sir.
12:00