V2 Rubric Detail — 95820868-6506-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 19:57
Duration
16m 12s
Contact
Richard Thompson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133017
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall37.0% (-19.0)

V2 Grader Summary

The agent failed to resolve the customer’s internet connectivity issue with WHW03 nodes, provided technically inaccurate LED guidance, and defaulted to paid support due to OOW status without completing best-effort troubleshooting. While ownership was demonstrated through follow-up steps, the interaction lacked empathy, proper tool use, and technical accuracy, leaving the issue unresolved.

V1 Case Analysis

Customer attempting to use WHW-03 nodes as primary router; nodes show solid red LEDs, no internet. Agent confirmed out-of-warranty status, offered paid support (declined), created ticket LTS00133017, and promised email with reset/reconfiguration steps.

Troubleshooting Steps
  • Confirmed product model (WHW-03) and serial number (0J20M3AA00576).
  • Asked whether the customer was connected to the parent or child node Wi-Fi.
  • Checked LED color on parent node (customer reported solid red).
  • Identified product as out of warranty.
  • Offered paid-connect service and documented refusal.
  • Promised to send reset and reconfiguration instructions via email.
Key Observations
  • Agent incorrectly stated that WHW-03 nodes can show 'solid purple or pink' LED, which is not documented in the KB (valid states: solid red, solid blue, blinking blue, blinking red).
  • Agent used non-standard brand name 'linkis' instead of 'Linksys'.
  • Email address was misheard and incorrectly recorded as 'dahvor06@angleboard.com' despite customer spelling 'diver06@outlook.com'.
  • No on-call troubleshooting steps were performed (e.g., WAN connection check, reset procedure, app verification).
  • Agent did not confirm whether the parent node was physically connected to the ONT via Ethernet, a critical setup requirement.
Positive Highlights
  • Collected correct product model (WHW-03) and serial number (0J20M3AA00576).
  • Confirmed customer name (Richard Thompson) and email address (diver06@outlook.com).
  • Created a valid HappyFox ticket (LTS00133017) and provided it to the customer.
  • Correctly identified out-of-warranty status based on system lookup.
  • Offered paid-connect service appropriately given warranty status.
  • Provided a fallback self-help path via email after customer declined paid support.
  • Directed customer to support.linksys.com and the AI assistant for additional free help.
Agent Errors / Gaps
  • Incorrect LED color reference: claimed WHW-03 can show 'solid purple or pink' light, which contradicts KB guidance (valid states: solid red, solid blue, blinking blue, blinking red).
  • Used incorrect brand name 'linkis' instead of 'Linksys', risking customer confusion.
  • Failed to verify WAN connection between ONT and parent node, a critical step for router replacement scenarios.
  • Did not guide customer through factory reset or 5-press pairing, even though these are standard recovery steps for setup failure.
  • Misheard and incorrectly recorded customer email as 'dahvor06@angleboard.com' when customer clearly spelled 'diver06@outlook.com'.
  • Did not confirm whether customer could access the Linksys app or web UI, a key dependency for setup.
  • Failed to clarify whether the parent node was physically connected to the ONT via Ethernet, a fundamental setup requirement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; customer still had no internet after call and was only offered email steps and paid support.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified model (WHW03), ISP (AT&T), and LED status (red), and advised checking setup state, but did not guide through reset or WAN connection steps.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status and immediately offered $15 paid support instead of providing full best-effort troubleshooting for setup issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed product model, serial number, ISP, and LED color, but did not investigate WAN cable, modem sync, or firmware version to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not attempt to guide customer to access http://192.168.1.1 or http://myrouter.local, which is standard for diagnosing connectivity and setup issues on WHW03.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that solid blue means 'already set up' for WHW03 (per KB, solid purple = ready for setup; solid white = online); also mentioned non-existent 'pink' light.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but introduced paid support abruptly without setting expectations and failed to structure troubleshooting steps clearly.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'parent node' and 'LED light' without confirming understanding, though customer followed basic instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by creating a case, offering to send email instructions, and providing a ticket number without transferring.
O2 Met Proactive follow-through conf 95%
Agent committed to sending setup guidelines via email and provided ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer's frustration with repeated router resets or failed setup attempts; tone remained transactional.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt pace or language despite customer confusion over email spelling and network setup; no comprehension checks performed.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by promising email instructions, but could have resolved issue live with proper guidance, avoiding extra steps.
Call Transcript20 turns · 25 lines
Speaker 1
So, um, how to tell you what model they are? But they're just these little square nodes. Um, so what I'm trying to do, we have a our internet service is uh fiber optic through a a company called Wexnet and they provided us a router, but the router, it keeps resetting all the time and I've always had these nodes and I've always used them in a cascade configuration under that router. So what I'm trying to do is get that router, I'm just going to take the router out and use my nodes as the router. Can I do that? Uh, yeah. Uh, yeah. Which, which number do you need? I've got the name, the password, and the recovery key. That's the setup. I'm sorry, hold up. Let me see. Okay, I got a, I got a serial number right here for one, uh, two, Zero J. Two Zero, M like Mary. Three, A, A, Zero Zero, Five Seven Six.
01:00
Speaker 2
the serial number of the main nodes or the child node the model number of these nodes you have is
02:00
Speaker 1
Yes, WHW-03 Victor 2. Yes. Yes, Richard Thompson. Yes, it's a diver, Diver BWN-005.
03:00
Speaker 2
So all three of your nodes are model WHA03. All right. I'll create a record for you, sir. May I know your name? All right, Richard Thompson. Thank you. May I know your email address?
03:00
Speaker 1
N, it's like down without the O, ZERO, six, at, outlook, dot, com. D-I-V-E-R. Diver. Yeah. Diver down. Like a scuba diver. Diver, like scuba driver, D-I-V-E-R. D like dog, I, V like Victor, E, R, okay.
04:00
Speaker 2
So it's bigger down. Yes. [silence] What was the first word of your email?
04:00
Speaker 1
K that's correct. That's correct. Yes. So I took that router out, and then I went through the setup process on the app. I went through everything a couple times, and it wouldn't find it until I actually manually put in the name of the network and then the password, and it finally found it. And I was able to give it, I was able to name it. I need a password for it and I can connect to it, but it's not providing internet. So I'm not sure why that is. I wanted to make sure that I could set it up that way. Oops! I missed it. l e x N.E.T. lexec.
05:00
Speaker 2
who is your internet service provider? AT&T.
06:00
Speaker 1
L-E-X? And then it's N-E-T, like net, like a fishing net? Okay, Lima, Echo, X, like x-ray. That's correct.
07:00
Speaker 2
L-E-K E-K? Yes, uh the f- Yes, uh the first letter is L for Lima, E for Echo, and then what's the third letter? [silence] L-E-K? So Lex and then [silence] So, um, Richard, you said that you connected to the Wi-Fi name and the password.
07:00
Speaker 1
right I was able to connect to the node with no internet. it is because I didn't when I got it set up, I didn't have any other nodes installed. [silence] right.
08:00
Speaker 2
uh do okay, the the node that you connected to. Is that the parent node or the child node Wi-Fi? name? So only the parent node. So you are sure that the Wi-Fi name that you connected to is the Wi-Fi name of your parent node. the default Wi-Fi name. All right. But if it says that you're connected, but no internet, it only means that your parent Node, uh, color, might be showing a solid red or a solid purple light. You can check on the LED light of your parent node. If it shows, uh, a color red, solid red, or solid purple, or pink, depending on the light behavior of your nodes, parent node, then it only means that your parent node was not yet, uh, set up. That's why you can connect to its, uh, wifi name. But you cannot, uh, access your internet because your parent node was not yet, uh, set up. So you have to check on the color, of the light or led on your parent node, if it shows a solid blue then it only means that your parent node is already set up connected and online so you can access your internet but if it shows what other color then it means that your parent node is not yet set up. Now I can walk you through the steps on how to properly set up or reconfigure your parent node but apparently our system shows that your linkis product is already out of warranty.
08:00
Speaker 1
well, how much disappointment, how much you're in. 15. Okay. Not really.
11:00
Speaker 2
walk you through the steps on how to reconfigure your parent node and all your other nodes. You'll have to apply for paid connect service. the paid support will cost you $15. a one-time non-refundable technical support that will last only for one session. do you you want to apply for the paid connect service? a $15. So do you want to apply for the page report? You don't want. So if you don't want to apply for the
11:00
Speaker 1
going to be fine okay the well the ones yeah it's red now it was blue a minute ago but yeah the main they're all red I'm gonna have to split more game okay
12:00
Speaker 2
paid support Richard we have an email support I can just send you an email with the troubleshooting steps or guidelines on how to set up your your note or your notes all of your notes all right I'll be sending the guidelines to your email dahvor D-A-H-V-O-R-.06@angleboard.com okay I just want to confirm for you or we should all your three nodes are showing solid red light for I think so it means a these so it means
12:00
Speaker 1
Okay. Okay. Okay LTS 001 331 75
13:00
Speaker 2
your notes will need to be reset and reconfigured. all of them. So I'll just send you the links and how to reset and reconfigure nodes. so you can set them up on your own. Just follow the instruction outline that I'll be sending, okay? All right. Thank you for calling Lynx. Richard, before we end the call, I'll provide you your ticket number. So that in case you call us back again, you can use as reference the ticket number. Your ticket number is L. for Lima. T for Tango. S for Sam. 0 0 13 30 17. yes all right uh in case uh uh you haven't got the email because uh it might be delayed because of the different of time zone you can check on our site support.linksys.com we have our AI agent our linksys support assistant you can use that and it will provide you also some assistance for free okay all right thank you for calling linksys again uh Richard once again this is I take care and have a good one goodbye you're welcome bye
13:00
Speaker 1
Oh, no, I, I was on a ladder, so I didn't hang up the call. Oh, hang it up. No. Okay. Bye-bye.
16:00
Speaker 2
I haven't hang up the call. Yeah.
16:00