V2 Rubric Detail — a0926678-822d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 22:19
Duration
32m 38s
Contact
310-600-7520
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137726
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall58.8% (+2.8)

V2 Grader Summary

The agent correctly identified an out-of-warranty hardware defect and provided appropriate resolution guidance (R3 Met), but failed to conduct complete troubleshooting by omitting modem status verification (R2 Partially Met, T1/T2 Partially Met). Communication and empathy were adequate but showed gaps (C1/C2/X1/X2 Partially Met), and customer effort was excessive due to repetitive steps (X3 Not Met). No critical failures occurred, resulting in an Unresolved outcome.

V1 Case Analysis

WHW01 nodes not powering on; attempted resets and power checks; agent provided incorrect 5-press instructions; hardware fault confirmed; out of warranty; advised customer to replace nodes.

Troubleshooting Steps
  • Attempted 20-second factory reset on primary node
  • Verified power adapter specifications (12V 1A) and tested alternative outlets
  • Incorrectly guided customer through 5-press reset sequence (invalid for WHW01)
  • Tested all three nodes individually with power cycling and reset procedures
Key Observations
  • Agent provided materially incorrect 5-press reset instructions for WHW01 model, which only supports standard 10-20 second reset procedures.
  • Warranty status was asserted without clear lookup evidence or reference to support lifecycle documentation.
  • No KB article, support link, escalation path, or self-service resource was offered despite hardware fault and out-of-warranty status.
  • Call contained repetitive reset instructions and confusion between valid and invalid procedures, reducing clarity and efficiency.
  • Agent failed to confirm web interface/app access which could have aided diagnosis if nodes had partial functionality.
Positive Highlights
  • Collected model number (WHW01) and serial number accurately from customer within first 2 minutes.
  • Verified power adapter voltage (12V 1A) and suggested testing alternative outlets, aligning with basic hardware troubleshooting.
  • Maintained polite tone and acknowledged customer frustration throughout the call.
  • Correctly identified that non-responsive nodes with no LED indicate likely hardware failure after thorough testing.
Agent Errors / Gaps
  • Provided incorrect 5-press reset instructions for WHW01 model (only applicable to MX/MR/MBE series without dedicated Pair button).
  • Failed to verify warranty status through definitive lookup before stating coverage had expired.
  • Did not offer proper escalation path, RMA process, or self-service KB article despite hardware failure and out-of-warranty status.
  • Gave contradictory reset instructions (20-second hold → 5-press → 1-minute hold) causing customer confusion.
  • Did not summarize next steps clearly at call end or provide support.linksys.com resources for hardware fault troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concludes hardware is defective and out of warranty, advising customer to purchase new equipment without achieving resolution or offering a viable workaround.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent attempts resets, power cycling, node swapping, and checks adapter specs, but fails to confirm modem status or WAN connectivity - a critical omission when all nodes show no lights.
R3 Met Correct resolution path conf 90%
Agent correctly identifies OOW status and treats as hardware defect advising replacement - appropriate path for OOW hardware defect after best-effort troubleshooting attempts.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies no lights and no internet but does not ask about modem status, WAN cable connection, or whether the modem itself is online - missing key diagnostic steps before concluding hardware failure.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent uses physical inspection (LEDs, power adapters) appropriately, but fails to leverage the most basic tool: checking if the modem is powered and active - a necessary step before assuming all nodes are dead.
T3 Met No misinformation conf 95%
Instructions for reset duration (20s), LED behavior (fading red to blinking blue), and power adapter specs align with WHW01 documentation; no technically incorrect statements made.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintains basic control but exhibits long silences, unclear transitions (e.g., 'bad news then'), and inconsistent framing of next steps, reducing clarity.
C2 Partially Met Confirmed understanding conf 85%
Agent uses terms like 'reset button' and 'power adapter' without confirming customer understanding; corrects timing from 20 seconds to one minute mid-instruction, causing confusion.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owns the case end-to-end, performs troubleshooting, does not transfer, and follows through on commitments.
O2 Met Proactive follow-through conf 95%
Agent clearly states the next step: purchase new nodes from Best Buy, Walmart, or Amazon - specific, realistic, and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff observed; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted - issue was handled at L1 appropriately given OOW hardware context.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent offers brief apologies ('I'm sorry') but does not acknowledge customer frustration, repeated effort, or emotional state beyond surface-level politeness.
X2 Partially Met Tone & rapport conf 85%
Agent maintains pace but repeats complex instructions verbatim without simplifying or checking comprehension, especially during reset sequence.
X3 Not Met Overall experience conf 90%
Customer performs multiple rounds of unplugging, swapping, and resetting all three nodes - avoidable effort that could have been reduced by first confirming modem status or power delivery.
Call Transcript50 turns · 54 lines
Speaker 1
hello yes yeah hi um I'm having difficulty with my internet I called my internet provider Frontier and they said everything was fine at their end and to call Linksys since I do have a Linksys um system that's hooked up to the internet
00:00
Speaker 2
Welcome to lnks's support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have the serial number ready and stay on the line for assistance. [silence] Can I get your name and serial number and Mr. Gerald you can help. Yes, hello. I'm sorry. May I have your serial number and model number of that radar?
00:00
Speaker 1
Okay, so let me see here. Uh serial number oh. Okay, hold on one second here. It's um two five, F as in frank, one one, M as in mary, three A as in anthony, A as in anthony, 22042.
01:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Let me just confirm this real quick. Okay? Okay, correct. So that's two, five, A as in alphanumeric seven, Friday one one, M as in McAfee, Diego five Mike three A as in Apple, another A is in what Apple is
01:00
Speaker 1
[silence] do it. So it's 22242. Yes. Those are the last five digits. Yeah. The model is...geez these numbers are so small. um, is it even with my reading glasses? Can you read it? Yeah, yeah. the model number is right on the top. Okay. W H W. 01.
02:00
Speaker 2
Apple. Multiplied by two. Four two. Oh came, yeah that's model.
02:00
Speaker 1
W-h-w-o1. You need a magnifying glass. I guess so. okay okay first name is Joseph last name is SalZillo okay the last name is sorry about that s-a-l-Z as in zebra I L-L-O uh my email is JoeSalZillo the name I just spelled for you at gmail.com [silence]
03:00
Speaker 2
I got it, thank you. Okay. What's your first name and last name so I can create a record for you? I got the Joseph but I don't know how to spell the last name. Okay. And the email address, what's your email? gmail.com. Okay. [silence]
03:00
Speaker 1
Yeah, frontier. How many links is routers I have? I have three. Well, one router. I take one router and two additional towers. And then a three story house. Let's see. What? Of the main tower? Oh, it was blue. It was blue. Let me see. Let me get it back here. Oh, shoot. You know, there were two. Doesn't matter which one. I unplugged it to get it out. Does it matter which one it goes in? Let me see here. Doesn't matter. Okay. Okay.
04:00
Speaker 2
was your oh, you got internet-provider print here, right? okay, got it. how many links this router do you have in total? Yeah, in total. three, total. got it. and what's the light of the main tower? What's the light indicator of the main tower? Is it currently blue? solid, or It does matter. Yeah, no, it does. it does.
04:00
Speaker 1
One second. I want to unplug it and then plug it back in. Uh the tower is blue. It's, it's solid blue. Uh it's, it's more of a light blue. I, yeah, the internet connection is down. Frontier checked it. And that's why they said to call you guys, huh? Yeah, I don't have an internet connection and the light is,
05:00
Speaker 2
Less solid blue or blinking, blue. It's probably, probably, blinking blue. Kind of dark blue or light blue? I thought so. I'm assuming you have internet connection, right? Since it's solid blue. Right. So you don't have internet connection even though the light is solid blue.
05:00
Speaker 1
It's blue. Yeah, let me make sure. Wait. Uh, you know, it's so... do you not see how cheesy this one looks like it's on this can't the second opinion cuz I'm putting my hand around it to make it so dark, cuz it's light upstairs here. No. No. No. No. From this angle now, it's no. It's not on. There's no light. It was just a yeah. Yeah. Yeah. Yeah. I got it plugged in. Yep. I got it directly into an outlet and checking it. It's it's plugged into the the Frontier router, so.
06:00
Speaker 2
but it's plugged into a power supply, right? directly, outlet. [silence] Can you check if the the power switch is
06:00
Speaker 1
Oh, yeah, yeah, when I had it looking at it, it's on. Let me, I'm going to shut it off and put it back on again. You know, it's a reset button. Should I press that? Okay. Okay. Uh, no, it's still not on. Okay, so I'm going to press the reset button now. One, two, two, two, two, two.
07:00
Speaker 2
Just toggle on or maybe it's off. No, not right now. Okay. You can try to reset it now. Press and hold the reset button, hold it down for 20 seconds and expected light on the top, make sure that you have visibility on the light on the top because it should turn to fading flashing red three times. Those to bright red and the light will turn off and then start blinking blue.
07:00
Speaker 1
Okay, count to 40 20. Let it go. Okay, this is the 20 Yeah, uh, there was no flashing red light or anything. Uh, okay, this is 20. There wasn't flooding.
08:00
Speaker 2
still the same? [silence] that's that's a bad news then. It sounds like a hardware issue. [silence] So what what we can do, maybe we can try those added to. [silence] um we'll we'll set up the um, I mean one of the extended tower as a main tower, and hopefully that will work, because that there sounds like a hardware problem.
08:00
Speaker 1
[silence] Oh, you [silence] Cannot fix that? [silence] Oh, so I need to get a new system? I mean new towers? Oh, I see. Okay. All right. So what do I do now? Do I go look at the other two towers?
09:00
Speaker 2
We cannot fix that if it's a hardware issue, but we'll yeah, we cannot fix hardware problem. We usually replace if if it's under warranty, but yours is unfortunately out of warranty. I've checked it right here. No, that's not what I'm saying. I mean, better, but that's not what I'm saying. So what I'm saying is that we will try to set up one of the two extender and make one as a as a main tower and we'll try to fix that later. If we can fix that, better, if not, that really sounds like a hardware issue and that means you probably need to buy another one, at least one. It would be best to get, I mean, gather all the nodes you have in one place, gather them all right there.
09:00
Speaker 1
Okay. Wait. So, so I'm gonna go get another tap one of my other towers here. Let me see. Okay. All right. You know, bring that upstairs. So, I'm basically swapping out towers. Okay. All right, hold on one second. Let me go. I got a, have another one. Then I go up and plug it in. No, no, this is fine. And then, all right.
10:00
Speaker 2
where the modem is located and plug one into the modem. Remove that existing main tower and just leave it off. for now. We'll we'll try to troubleshoot it later. [silence] correct. We will swap that in. We'll make that as new main tower.
10:00
Speaker 1
Are you okay? That, is that? All right, I plugged in another tower now. Okay. Oh, you need those, that information also? Okay. Hold on. Yeah. once I do that hold on
11:00
Speaker 2
Okay. What's the height of the the new main tower? Yeah. What's the serial number of that? This is a serial number.
11:00
Speaker 1
you know I might have let René could you release to him cuz I left my reading glasses downtown hold on one second You need the serial number this time right there yes it's a here's this oh wait yeah well yeah the serial number with S 1 1 M as in Mary 3 A A 22 422 I think it's the same yep
12:00
Speaker 2
Got it Thank you. Model number is probably just the same. So I'll just put it right here. Ok. Alright, what's the light of that now? Is it plugged in?
12:00
Speaker 1
Well, it's plugged into power. I got it plugged in here. It's plugged into the modem. And no light. No light. Yep. Oh, oh, right here. Yeah, let me make sure. Yeah, it's on. Shut it off. And it's on. Yep. Okay, let me try that once.
13:00
Speaker 2
to power and also connected to modem wait and you... Oh wait, can you check if the lights, I mean if the the power switch is toggled on? Just make sure it's on. It should be in number one. It should be in number one. Oh. Oh, so I'm thinking now it's not a node issue, maybe a power problem. Can you plug that into a different power source?
13:00
Speaker 1
[KEEP_UNCERTAIN] Second. Oh, you know what? I'm gonna switch these. You know, I just plugged it in. I pulled it out, plugged it into another source, and it's still not coming on. You know, I think. Before I unplugged it from. Uh, I don't think there was a light. No, there's no light. And. Okay, let me go. I gotta go downstairs. Hold on.
14:00
Speaker 2
[silence] Hey, the before you unplug that, what was light. If there was no light at can you check the other one you get three. So what's that the other one, the last one.
14:00
Speaker 1
Yeah. yeah, well, okay. Hold on. the problem was that I already unplugged it. so I'm going to go down and plug that one in and see what we got. Oh, wait. that one's not I never unplugged that one. yeah, I never unplugged the third one and there's no light on. three, no lights. yeah. let me make sure I'm going to turn this upside. yeah, that's on that switches on also. yeah. and they never unplugged the one downstairs. yeah. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Here we go. All right. I'm back up here now. All right. So unplug it? Wait two seconds? Like, plug it back in? Pull it out again? Do that five times? Yep. Yep. Okay. Okay. Okay. Okay. So I'm just saw all over now. One, two, three, four, five.
15:00
Speaker 2
Yes. Yes. Uh-huh. Do that five times. So unplug that from the power source two seconds. Count two seconds. Plug it back in, count five seconds before you unplug it. Five times. Uh-huh.
17:00
Speaker 1
Okay. I did that and there's still no light. Nope. You delete all three of them? Is that what you said? Yes. Okay. So I'm going to do what I did last time for the one upstairs. Okay. You should start to see a light now.
18:00
Speaker 2
still no light okay so reset all the nodes and you have there but um do it one minute each no what i'm saying yes there's a receipt button at the bottom of that of all those nodes purse up for one minute and do it um for each child node or nodes hours
18:00
Speaker 1
first here, so press the reset button. One minute. Okay, let me uh, that's, uh, Thank you. Thank you. All right, one second. All right. Thank you. Thank you. Thank you. Thank you. Thank you. All right. Thank you. Thank you. All right, thank you.
19:00
Speaker 2
And hold it down for 20 seconds, now, one minute, sorry.
19:00
Speaker 1
Okay. I did that. Still no light. Nope. Um, so you want me to unplug it? Yeah, the AC adapter here we go.
20:00
Speaker 2
Can you unplug the power adapter of the node and check give me the output specs? Is it 12 V 1.5A? Yeah. The power adapter, the AC adapter. Check the output. [silence] Sure, is that the power output? Is it 12 volt 1 ampere? Okay, thank you. But is it the same for all the towers there? Yes, yes. Okay, thank you. Yeah. [silence]
20:00
Speaker 1
No I don't have a computer. All I have is a an iPad and a phone. OK. So here I'm looking at network and and and nope. There's no set up coming up. Uh maybe
22:00
Speaker 2
back in now and you have a computer that can be hardwired directly to the router hmm okay can you go to your phone settings Wi-Fi settings and look for the Wi-Fi name and this is core setup is it check if there's "_validator_setup" name in your network list hmm oh when did you purchase this
22:00
Speaker 1
Three or four years ago. So you think in all these routers that weren't bad. [silence]
23:00
Speaker 2
Defective because it's not turning on. We can't do troubleshooting if it's not turning on. So, I'm just thinking what else we can do with this. And see if there's troubleshooting that we can do. And there.
24:00
Speaker 1
we're looking for another option now, is that it? hello? okay.
28:00
Speaker 2
yes, I'm sorry, I was trying to find what other solution we can do it here, but this case is actually really unusual that old lead did not turn on even after doing a reset. Is there like a recent
28:00
Speaker 1
Uh, no. We have, that was what I can, we have no, the power has been on. I said, I verified with Frontier, did their check, and they said the Frontier internet is fine, is working. And they said to call Linksys. And that's why I reached out to Linksys to try and resolve the issue. Um, a different power adapter? Um, let me see. Click. You mean a, wait, right, I I I you mean a power outlet or another, you know, another plug. Um, yeah, I mean, [silence]
29:00
Speaker 2
Power outlet's junior area. Okay. understood you have a different power adapter that we can try? With the same specs? Yes. Another AC adapter, the. The power plug I know. The power that I meant. okay well um if that's if that's the case so i was actually about to
29:00
Speaker 1
[silence] [silence] But now [silence] Yeah. [silence] All right. [silence] So now what do we do? [silence] Uh, so I need to buy another, a new set? [silence] Uh, . many. [silence] Three new ones, is that it?
31:00
Speaker 2
suggest to you that maybe you can try to bring that to a computer shop where they can test the power uh you can bring the power adapter as well maybe it's just a power adapter problem and then you can just get a new power adapter however if you did try that and still not working that probably gonna work anymore if that's the case most likely the device is defective now since the device is effective and your device is also out of warranty we cannot replace that uh it will be best to upgrade to the latest one instead um three new ones yes because those um those nodes are not working anymore they're not turning on unfortunately
31:00
Speaker 1
All right, so I have to go, I guess I have to go to, if I want it today, I gotta go to like Best Buy or some place like that, right? Okay, where they have them right on site there. All right, let me, okay. So, I'll, I, I guess I'll just have to do that. All right. Thanks for your help. All right. Bye.
32:00
Speaker 2
Yes, Best Buy, Walmart, or you can try to order on Amazon online, but if you want it now, Best Buy or Walmart or Office Depot. Thank you so much. Hope you have a good one, take care.
32:00