V2 Rubric Detail — 89cf9020-70c9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 19:10
Duration
49m 50s
Contact
Matt Garman
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134809
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+25.9)

V2 Grader Summary

The agent resolved the issue by restoring internet connectivity and stabilizing mesh nodes, demonstrating strong ownership and technical follow-through. However, minor inaccuracies in model identification and LED interpretation, along with suboptimal communication clarity, prevent full marks in T3, C1, and X3. No critical failures occurred, and escalation was not needed.

V1 Case Analysis

Customer reported no internet; primary WHW20 node solid red. Agent guided through power cycles, factory resets, and 5-press pairing on parent node. Nodes eventually showed solid blue; customer reported internet access. Paid support processed for out-of-warranty device.

Troubleshooting Steps
  • Verified modem connectivity by direct PC test.
  • Power-cycled parent and child nodes multiple times.
  • Performed factory reset on each node (10–20s hold).
  • Executed the 5-press reset method on the parent router (press reset button 5 times quickly).
  • Accessed router UI at 192.168.1.1 and updated Wi-Fi settings.
  • Confirmed nodes showed solid blue and customer reported internet access via browser.
Key Observations
  • Agent paused recording during payment processing — serious protocol breach (timestamp [06:00]).
  • No serial number was collected or confirmed before troubleshooting (required for device identification and warranty validation).
  • Troubleshooting flow was chaotic, with repeated resets, unclear instructions, and long silences.
  • Verification of internet fix was minimal — relied solely on customer statement without independent test.
  • Agent incorrectly described 5-press as a reset method rather than a pairing/escalation tool (KB: universal_5press_models.md).
  • Customer confusion during Wi-Fi settings change (timestamp [29:00–31:00]).
  • Agent did not acknowledge customer frustration or provide empathy throughout the call.
Positive Highlights
  • Correctly identified the WHW series and applied the 5-press pairing method, which is valid for WHW models per KB (universal_5press_models.md).
  • Successfully restored nodes to solid blue and re-established internet connectivity as reported by the customer.
  • Offered appropriate paid-support option for an out-of-warranty device and processed payment correctly.
  • Confirmed modem connectivity by direct PC test — correct first step per universal_speed_below_plan.md.
Agent Errors / Gaps
  • Paused the recording during payment processing — violates security and compliance protocol (timestamp [06:00]).
  • Did not collect or confirm the router's serial number before troubleshooting — required for device identification and warranty validation.
  • Provided a disorganized troubleshooting flow with repeated resets and no clear step validation.
  • Failed to verify the fix with a speed test or direct connectivity check — relied only on customer report.
  • Mischaracterized the 5-press method as a reset rather than a pairing/escalation procedure (KB: universal_5press_models.md).
  • Gave confusing instructions during Wi-Fi settings change, leading to customer confusion (timestamp [29:00–31:00]).
  • Did not acknowledge customer frustration or provide empathy throughout the call.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working and expresses gratitude before ending the call.
R2 Met Diagnostic thoroughness conf 96%
Agent performed multiple resets, guided through 5-press pairing, accessed router UI, and reconfigured Wi-Fi settings.
R3 Met Correct resolution path conf 95%
Agent offered paid support for an out-of-warranty device but proceeded with full troubleshooting without dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified red LED, no internet, verified modem connection, asked about node status and reset behavior.
T2 Met Appropriate tools / resources used conf 94%
Agent used local web UI (192.168.1.1), guided reset procedures, and accessed CA page — all appropriate tools for the issue.
T3 Partially Met No misinformation conf 89%
Agent incorrectly instructed 5-press on a WHW20 model; WHW series uses 5-press, but 'WHW20' is not a valid model — likely meant WHW03 or MX20; also misidentified 'peach' light which isn't a standard LED state.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lost control during payment processing and later during router setup when instructions became disorganized and repetitive.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms like 'CA', 'bluish green', and 'rely on the bottom' without confirming understanding; customer showed confusion in UI navigation.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, performed all troubleshooting steps, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 93%
Agent confirmed resolution by verifying internet access and stable node connections before closing the call.
O3 Met Closure confirmation conf 97%
Agent pulled prior record using phone number and referenced previous technician’s actions, avoiding repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent did not acknowledge customer frustration or prior failed attempts; interaction remained transactional despite customer effort.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady pace but did not adapt tone or simplify language when customer struggled with UI navigation.
X3 Partially Met Overall experience conf 84%
Customer had to repeat resets and re-enter Wi-Fi settings multiple times due to unclear guidance, increasing effort.
Call Transcript82 turns · 88 lines
Speaker 1
Hi, Carla. I spoke to a representative there a little bit ago. I have a Mesh router that's outside the warranty period and I want to see... she said there's...
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 may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Thank you for calling Linksys. This is Carolina. How may I help you? Okay.
00:00
Speaker 1
yes. I tried rebooting, resetting everything, nothing's working.
01:00
Speaker 2
Okay. Sure. Do you have a ticket number from your previous call? Okay. How about just your phone number? Let me pull out your records using your phone number. Okay. So again, that's 4407963680. Okay, let me just pull up your records there using your phone number. Okay. So your main concern right now is no internet connection on your Linksys router. And um...
01:00
Speaker 1
Red. Yes. Correct. Yes, I do. Correct. And I already troubleshoot it with Spectrum and their, the internet is fine. Computer straight to the modem. I did not do dat. Let me see if I'd
02:00
Speaker 2
Listen, the call the color of the light right now on your router. What color is it? Flutter. Right? I was able to pull up a record here. Um, it's under Matt Garman. Email address is um, um forum a CT at a, y.com. Okay. Okay. And then you've got three nodes. Right? And the model number is WHW20. And your internet provider is Spectrum. And were you able to uh did you already check for the internet connection from the modem, like connecting a computer straight to the modem?
02:00
Speaker 1
Yeah. I don't know. Yeah, I unplugged two of them, the two child notes. Um, so those are unplugged right now, but the main node is in there and it is red. [silence] On the um modem, it says uh power is on and online is on. [silence] I did. yeah.
03:00
Speaker 2
an Ethernet port so all three nodes are all three nodes are red correct okay hmm and on your modem right now what are the lights that are lit okay um the previous technician sent you an email did you follow that um email instruction or the video and um have you reset your router
03:00
Speaker 1
I have. It's still going, the router, it's still red. It turns, um, no, it turned, like, I click reset and then, you know, wait for it to go blank, and then it turns blue while it's setting up, and then it just switches to red.(silence)
04:00
Speaker 2
but still no internet. Um, before you, um, set up the router, so after the reset, does the light turn to, like, pink or purple after the reset? Okay, your laptop was, uh, Windows or, um, Mac.
04:00
Speaker 1
Yeah. My Yeah, I believe so. I'm looking right now, and I don't see one. No.
05:00
Speaker 2
It's Windows. That's Windows 11, right? And is there is... is there an um there's an ethernet port on your laptop? Okay, Okay. So um we'll just um do a new reset and then reconfigure the settings of your um router. Okay? But and in any case, um it's still the same it won't work. Um we might need to like um really check the internet connectivity from the modem. Okay? But um you wanted to um like avail the paid support, right? The paid connect, the $15 one-time non-refundable technical support. and the troubleshooting will last up to 60 minutes okay? in just any case the device found to be defective there will be no refund or replacement okay? right and there's no guarantee as well sir that this um the issue will be resolved but rest assured we'll do our best to guide you step-by-step on how to configure this router okay? so to process the transaction sir is I'm going to um pause the recording or stop the recording for security purposes okay? all right so I'm going to um stop now the um recording sir okay? to process the transaction.
05:00
Speaker 1
It's Matthew. M-A-T-T-H-E-W. Yes, yes. Correct. Yep. 4388. 5401. 1259. 9849. 0830. 547.
07:00
Speaker 2
okay sir the recording has been stopped okay so we proceed now in um processing the uh transaction by the way um the card holder name is it under Matt Garman adam again M. A. T. T. H. E. W. right and Garman is G. A. R. M. A. N. correct okay uh how about uh the card number sir okay how about the um expiration date and the um security code
07:00
Speaker 1
four four zero seven seven okay yup okay correct correct Okay. Perfect. Okay. Yep. No. Should they be?
08:00
Speaker 2
Alright, sir, the receipt has been sent already to your email. So, I'm going to resume the recording so that we can continue the troubleshooting, okay? [silence] Alright, the recording is now resumed, sir. So, we will proceed now with the troubleshooting. Okay. So, um, let's uh, reset again the nodes, sir, the parent node. Okay? And then, um I By the way, the other two nodes right now, is it on the same location with the parent node? [silence] Yes, sir, if it is possible for the mint one, since, um you already reset the nodes. So, we're just going also to reset the other two child nodes, so that
09:00
Speaker 1
Okay, let me go get the other two nodes then. Should I, should when they're in the same location, should I plug them in now or should, should I wait? Okay, hang tight. I'll get them right now.
10:00
Speaker 2
when we do the setup, it will also set up the others two nodes, okay? Okay. I will plug it in际次, since we need to reset also the ChildNodes. Okay, just let me know once they're on the same location. We have some documentation for learning about other options. That it can "aate go же" as. What, here? Do it. Ready to go. Do it. That, you line up for the cab, that you have been to Serving Direct contact the any things aye? Asker. Db. Done. Espi.
10:00
Speaker 1
How far away do they need to be from the parent modem? Less than 10? Okay. And you said plug them in, correct? All right, one moment. Okay, those are both plugged in.
11:00
Speaker 2
it should be like less than 10, sir. 10 feet? yes, sir. Okay. Let's just um wait, sir, uh the while we're waiting for the two notes, sir. How about let's um, okay, let's do our...
11:00
Speaker 1
Okay okay now Okay [silence] Um, it's blinking blue right now.
12:00
Speaker 2
reset server on your on the parent node again on the parent node press and hold the reset button okay okay for 20 seconds power light still the lights still blinking okay
12:00
Speaker 1
Okay. Okay. the other two are uh, they're uh, solid red. Okay. Shoot. The name of the network is my last name, Garman, G A R M A N. I think it's just Garman wifi. I, I,
13:00
Speaker 2
we'll do also reset on the other two nodes if so or by the way can you still remember what is the exact Wi-Fi settings of your parent node link the name of the network the exact password OK can you try to get information from it we it's for any website OK so
13:00
Speaker 1
It's Garmin. G-A-R-M-A-N. Oh, by the way, the apparent node just went to red. No, it's red. Solid red here. No, it's red. It's a solid red. The cable, I don't understand what you're saying. It's Yeah, the ethernet. Yeah, it's plugged in. Yeah, it's plugged in to both. And I checked that before, too. I just made sure they were both plugged in, they clicked in. Yes.
14:00
Speaker 2
It's still red. The cable from the modem right now is plugged in right next to the power or is it the one right next to the um reset? The cable um from the modem, the one that's connected from the modem, the other end of that, it's connected to the parent node, right? Yes, the ethernet cord or cable. But it's in the same port, right? [silence]
15:00
Speaker 1
Yeah. I mean, I have two ports. You know, in, in the, so, so does it matter what port it's in, in the, um, the bottom of my, yeah. And there's two ports in there. Yeah, it is right above the reset button. Okay. Okay.
16:00
Speaker 2
yes the port wrong is is it at the bottom or is it at the back it's at the bottom right okay uh we recommend and sure if it is possible it's right above the reset button okay but right now it's still um red can we try to do the reset again sir uh this time it will be like 30 seconds like make sure like the um the light will like turn off then turn it back on to like it's a blinking blue. then okay. this time we'll do a reset. yeah uh this time it will be 30 seconds. okay the wind firstly relying by the by now oh don't stop the kind of phrase ok let's just wait yeah let's just wait at the bottom um
16:00
Speaker 1
the parent node right okay okay now it's like a peach color blinking peach it is blinking peach in.
19:00
Speaker 2
okay, it's still red. okay, so let's try this set up this node. um, press the parent the parent node. um, press the reset button five times um, within five seconds. so it's like press release, press release five times in five seconds. yes, parent node. okay, okay. that's blinking.
19:00
Speaker 1
Yes.
20:00
Speaker 2
all right is it still blinking what's the color
20:00
Speaker 1
it's like yeah green maybe OK OK yep the name is it's a set of Wi Fi name so it's n underscore the love setup 56 B one
21:00
Speaker 2
Okay, um, let us just wait for another minute. Let's make sure that that will stays on that caller, okay? And then, um, try to track at the bottom right now. Please double check the name and the password, the one listed at the bottom, okay? sir. Or you can take a picture. Okay. And then.
21:00
Speaker 1
Take a picture. All right, one second. Okay, I took a picture. Yes.
22:00
Speaker 2
Oh no , sir. Just take a little bit , sir. Thank you. Yes. All right. Me. Me. All right. Okay. All right. And then on your laptop , um the light right now is still a bluish green. Okay. On your laptop, let's use your laptop, um on the Wi-Fi icon on the lower right hand side corner, okay.
22:00
Speaker 1
One second. One second. OK. You want me to check to see if it's in the available Wi-Fi? Available oh, all right, the yeah, remote setup 56b. OK, hold on, I'm going to put you down for a sec because I got to open up the password on my phone. All right, sorry. One sec. [silence]
23:00
Speaker 2
[KEEP_UNCERTAIN] and try the trick it okay right here we go uh... yes develop up develop setup okay can it connect to that name sir use the password also that's at the bottom okay okay no problem
23:00
Speaker 1
All right, it's checking network requirements. Okay, it's connected and secure. Yes. Yes, I can. [silence]
24:00
Speaker 2
I know that you're right. [ laughter ] Okay, can I check if you can now access the Internet? Okay, good. So that means we already set up the router to connect to the internet.
24:00
Speaker 1
it's Microsoft Edge. Yeah. I'm on Google Chrome okay I'm on
25:00
Speaker 2
internet and the pair node so we are going to change now the Wi-fi settings okay so on the browser did you use Google Chrome or Microsoft Edge okay uh can we do you have Google Chrome right now on your computer okay all right um and then on Google Chrome right now sir I need to click the three dots on the upper right and can I
25:00
Speaker 1
New tab, new window. I don't un mine. I just have new tab, new window or new. Oh, in private window. Okay. All right. 192.168.1. Will the menu. So I've want.
26:00
Speaker 2
uh., uh, click on new incognito window, uh, that's an option on Google Chrome? ah, yes sir. and then on the address bar, please type these uh numbers to access the page of the router 192 168.1.1 .1 uh., 192.168.1.1., so again 192.168. 1
26:00
Speaker 1
1, then enter. Okay. It's saying why am I getting a warning when I try to access my router settings in my browser. [silence] Continue. Your connection is not private it says now. Okay. [silence] Advancing and continue. All right, now I'm on sign in access the lang.
27:00
Speaker 2
1.1. yes okay is it like prompting you the connection is not private okay do you have the option to continue or advance yeah click on continue they have the option advance or continue um proceed yeah yes advance and then proceed
27:00
Speaker 1
It looks like it. Yep. It has Linksys Smart Wi-Fi tools on the left network status connected. Yeah. No, I see a privacy statement, third-party license and Kuala, a privacy policy.
28:00
Speaker 2
Okay, for the password, A.D.M.I.N. If that will work? Is it working? Okay, you're on on the Linksys page right now. Let's link to Linksys Smart Wi-Fi. Okay. Kindly scroll down Sir, and then at the bottom, you can see the end user license agreement. On the far right, kindly check if there's an option for CA. Is there an option CA? Okay, that's good. Just scroll up and then kindly click again on Wi-Fi settings.
28:00
Speaker 1
Um, it's not letting me, when I click on Wi-Fi settings, it's like, it's got me, it's got um, Blop56B three times under it, and that's the only thing I can click on. I can't click on the Wi-Fi settings. Uh, uh, Yeah, so it's where it has um, 2.4 then 5 then 5. Okay, so the name, how do I change the name?
29:00
Speaker 2
Okay. Mm. Wi-Fi settings. That's okay. Yes, sir. Um, to get. Yeah, it's okay. Uh, you can see there two point four and then how about is that the wife I settings on the left side. Okay. So, this time, Sir, this is your Wi-Fi, um settings. So you can change the name. You can use the one that I mentioned to you earlier if you can still remember what is the exact name and password for your wife I and password.
29:00
Speaker 1
[silence] Velop set up, how do I do that? It's not, if I hit it, what happens, if I hit the Velop set up 56B, Wi-Fi settings, it's not letting me hit that bar. But I can, I can click on the Velop set up 56B, and then under that is the password, there you know a password pops up when I click on it. Okay. It's not letting me, it's the only thing is letting me rename is the password. [silence] I cannot change the Wi-Fi name. Let me see. No, the only thing it's doing is giving me a drop-down arrow where my password shows up. That's it. Okay. And we're at work, no. Maybe I'm looking at a different box, then you guess access device. Oh, oh my, my wife. Okay. Yes.
30:00
Speaker 2
change the Wi-Fi name? So right now, on this page, so you can see the Wi-Fi settings, and then there's the subnet, the Wireless, MAC filtering, Wi-Fi protected setup and advanced, right? um okay So how about check it on the left side there at the left side? There are different options under router settings And then after that, if you want to further customize it, maybe Application, Status, Ethernet and then Advanced.
31:00
Speaker 1
Okay. Should I put apply? Okay. Then it looks, everything looks good. So I hit yes. [silence]
33:00
Speaker 2
You are already working on it. I love. I love. Yes, yes click on Apply, yes click OK, yes and then OK. Your laptop will be disconnected from the network since we changed the settings. [silence]
33:00
Speaker 1
Oh yeah, it just disconnected. It took me back just so you know it took me back to Wi-Fi settings. Should I just get out of this now? X out of it? Okay so. Yes. It shows connected.
34:00
Speaker 2
Okay, so on your laptop right now, before you reconnect it to the network, let's just try to check the settings. Can you right-click the Wi-Fi icon? Then can you open the network and internet settings? Um, can I just leave the page open here? So, on your Wi-Fi icon on the bottom, does it show connected? Connected to your [silence]
34:00
Speaker 1
... to my name yes it automatically reconnected uh one is solid red and the other one no actually they just both turned green blue they're both the same color of the um I hope so okay [silence]
35:00
Speaker 2
To the name you have okay. Um check the child nodes right now sir. Did you reconnected the laptop or it automatically reconnect? Okay check the child nodes sorry it is still blinking red. Okay the same color of the parent. Letlet's wait another minute okay just to make sure this is um it's already stabilized. Um so I I I think it uh you in we like you input the correct um exactly the same um Wi-Fi settings before sir, since the two child nodes right node it automatically connects. So let's just wait for another minute to observe if it stays on bluish green. okay.
35:00
Speaker 1
Okay. Okay. [silence] Should I do that now or way later? [silence] Okay, I'm going to do it right now.
36:00
Speaker 2
Then after a minute or two, sir. After checking that the connection is stabilized on the child node. You can then now unplug it and we can relocate it to the original um location. to relocate then um yes sir you can do that now. Let's wait until all the lights turn solid bluish green. [silence]
36:00
Speaker 1
is blinking red yeah is blinking yeah uh i think i gotta go down the list let me check
39:00
Speaker 2
Okay, the light's still blinking. But apparent still on bluish green, right?
39:00
Speaker 1
Take it then.
40:00
Speaker 2
My first year and it's a blinking right which one did you come first the one that's much nearer to the um parent node [silence]
40:00
Speaker 1
Let me see what the other one's doing. Yeah. The farthest one away is still blinking, too. And the closest one is still blinking. So unplug it. Okay.
41:00
Speaker 2
Okay. So, can we turn off the node at the child node? Let's start with the uh fire desk node. Turn it off. Yes. Uh yeah, just unplug the power cord. Okay, so, turn off the node at the child node. Just unplug the power cord. And then, um, the nearer um node to the parent. [silence]
41:00
Speaker 1
All right, so go to the nearest mode and turn that off? All right. Okay. Actually, the nearest mode now is, is blue. Yeah, the, the nearest mode. Oh, wait, wait, no, I didn't. Now it's blinking. Now, now there's nothing. Should I turn it off? Uh, no, it's, it's, now it's a solid blue.
42:00
Speaker 2
yes alright off turn it off I'll tell you when to turn it on okay is it blue but did you turn that off sir or you haven't turn it off yet is it blinking blue or is it red okay let's just wait
42:00
Speaker 1
Okay. Yeah, it's still blue. Okay. All right, plug that one in. [silence]
43:00
Speaker 2
[silence] Okay. So try to know the farthest node. Mhm.
43:00
Speaker 1
And then... Oh, it's blinking. Probably.
44:00
Speaker 2
All right, It'll just wait until to become solid in relocating the not sure we suggest that to to tall
44:00
Speaker 1
Okay. I got it. Right. That makes sense. Yeah, it's blinking red.
45:00
Speaker 2
turn on the nearest node first to the parent and then wait until that node to stabilize its connection and then that's the time that you can turn on the other node until um like uh the farthest node so like it's like something like that it's not like you're going to like turn it on at the same time so you need to wait until the first node to stabilize its connection and then you go to the second node and then if you still have another another node until you get the farther node. okay it's still blinking.
45:00
Speaker 1
as it was before yeah Okay, now it is a solid blue.
46:00
Speaker 2
um this is uh in the same um location right yes [silence]
46:00
Speaker 1
Okay. No, it's not. It just went. Link to red. Actually, it's solid red now. It was blinking. It just turned off. Uh, yeah, it's blinking blue now. It's back onto Link to red. Okay. It's not, it's not solid right now. [silence]
47:00
Speaker 2
wait for, like, another minute, to make sure it's already stabilized. Do you want to blink? Okay. Is it blinking? Okay, let's wait. Probably still, like, trying to connect, it's trying to stabilize its connection. [silence]
47:00
Speaker 1
It's solid now.
48:00
Speaker 2
It's on it. Okay. And it's so. Okay. Then I mean, probably it's now. Um, communication to your um, to the nodes. So basically what we did here. just to set on the pair. And it is first. we did the heart. Working. We're set up. 30 s reset. and then after that, we did the. Press.
48:00
Speaker 1
yes thank you so much no I thank you for your help I appreciate it bye make way okay thank you thanks Car all right bye we back
49:00
Speaker 2
Is there anything else? Thank you for calling Linksys sir. You're welcome. This is Carla. Bye for now.
49:00