V2 Rubric Detail — a3772416-639a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 00:32
Duration
105m 41s
Contact
Michael Armstrong
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132713
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Child nodes lost connection to the network.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. 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

Resolution1.25/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall38.3% (-17.7)

V2 Grader Summary

The agent acknowledged the out-of-warranty status of the WHW01 nodes and offered a recovery guide, but failed to perform essential diagnostics using the web UI or correct LED interpretation per KB. Technical inaccuracy in LED guidance and lack of empathy resulted in a partial resolution. No escalation was needed, but customer effort was increased without a definitive fix.

V1 Case Analysis

Customer has two WHW01 child nodes stuck solid blue. Agent misinterpreted LED state, incorrectly stated solid blue should change to red/blinking red. Warranty expired; offered $15 paid support and promised recovery article. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Verified model and serial numbers
  • Confirmed nodes are powered directly from wall outlets
  • Asked if reset button was pressed (customer said yes)
  • Offered paid-support session
  • Promised to email a recovery article
Key Observations
  • Agent incorrectly stated that solid blue LED should change to red/blinking red ([99:00]), which is factually wrong: solid blue is normal ready state for WHW01.
  • Agent failed to perform 5-press pairing/recovery procedure, a standard KB-recommended step for unresponsive WHW01 nodes.
  • Paid support was offered before any meaningful troubleshooting, violating support path protocol.
  • Agent misheard and misstated customer's email as 'STEVO OSCAR' instead of 'STEVOARMSTRONG', risking delivery failure.
  • Agent incorrectly claimed that Linksys Smart Wi-Fi remote access is disabled for this model ([104:00]), which is not accurate for WHW01 under normal conditions.
  • Agent did not confirm whether the main parent node was functioning correctly or attempt a full mesh rebuild.
  • Call ended without confirming article delivery or offering alternative self-help paths beyond the article.
Positive Highlights
  • Collected model number, serial number, and customer name early in the call ([95:00]-[97:00]).
  • Accurately identified that the device is out of warranty based on lookup ([100:00]).
  • Acknowledged customer's concern about both nodes failing simultaneously ([101:00]).
  • Offered to send a recovery article as a self-help option after paid support declined.
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed solid blue should change to red/blinking red ([99:00]), contradicting KB.
  • Failure to perform 5-press recovery procedure for WHW01 nodes, a standard troubleshooting step.
  • Premature offer of paid support before attempting free, valid troubleshooting steps.
  • Misheard and misstated customer email as 'STEVO OSCAR' instead of 'STEVOARMSTRONG', risking failed communication.
  • Incorrectly stated that Linksys Smart Wi-Fi remote access is no longer supported for WHW01 model ([104:00]), which is misleading.
  • Did not verify if the parent node was operational or attempt mesh topology troubleshooting.
  • Failed to confirm article would be sent or offer KB article number/link for self-access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered a recovery article but did not resolve the issue; nodes remained offline with no functional restoration confirmed.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked about LED color and reset attempts but skipped essential steps like checking parent node status, firmware version, or attempting a factory reset and re-pairing via web UI — relying solely on customer description without diagnostic verification.
R3 Met Correct resolution path conf 97%
Agent correctly identified the devices as out-of-warranty and end-of-life, offered paid support, and provided a recovery guide — aligning with best-effort troubleshooting expectations for OOW hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified solid blue LEDs and offline status in the app, asked about power and reset attempts, but failed to probe parent node health, firmware compatibility, or network topology — root cause not established.
T2 Not Met Appropriate tools / resources used conf 96%
No use of router web interface (http://192.168.1.1 or myrouter.local), no request to check firmware version or network map, and no remote diagnostics — tools necessary for accurate assessment of mesh node status.
T3 Not Met No misinformation conf 97%
Agent stated 'normal light indicator should start changing like the red or blinking red' — this is incorrect; per KB article led_intelligent_mesh_consumer.md, WHW01 (Intelligent Mesh) nodes show solid purple when ready for setup, not red blinking — misrepresenting LED behavior derails troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced herself and collected information, but long silences, lack of agenda setting, and passive handling of the call indicate weak control, especially when customer expressed confusion and frustration.
C2 Met Confirmed understanding conf 94%
Agent used accessible language, repeated serial numbers for confirmation, and avoided technical jargon — adapting to customer’s level despite communication gaps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and committed to sending a recovery guide — demonstrating ownership by offering a next step rather than disengaging.
O2 Partially Met Proactive follow-through conf 91%
Agent promised the article would arrive in '5 to 10 minutes' but gave no follow-up plan or timeline for resolution — incomplete next-step clarity.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was OOW hardware with no indication of complexity beyond 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 97%
Agent showed no empathy for dual node failure, offered no apology or acknowledgment of frustration — interaction remained transactional and procedurally cold.
X2 Not Met Tone & rapport conf 95%
Agent used a flat, scripted tone, failed to respond to customer’s emotional cues ('very odd', 'probably what the child must have said'), and did not adjust pacing or engagement style.
X3 Not Met Overall experience conf 96%
Customer repeated reset attempts and was told to wait for an email with no guarantee of success — adding effort without reducing friction or providing a clear resolution path.
Call Transcript25 turns · 25 lines
Speaker 2
Welcome to Lenicus 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.lenicus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Hello. How many of you assist me? Is that what you're asking? [silence]
94:00
Speaker 2
R: Hi, thank you for calling, sis. My name is Raquel.
94:00
Speaker 1
Yes, I have the, I have a set of three mesh routers and two of them are not working. Yes, it's the two child nodes. Yes, the model number is WHW01. The serial number is 2F1M3BAAAND.[silence]
95:00
Speaker 2
Okay. a, how may I assist you today with your link sys router? These are the child nodes right. That connecting wireless to your main parent node. All right. May have the model number on and the serial number of one of those child node. Okay. And may have its serial number.
95:00
Speaker 1
208001. That's correct. No, there was no loss of connection because the main node was still working, but our coverage got worse and then we noticed that via the app, two of them were offline in the app. AT&T.
96:00
Speaker 2
All right, let me make sure I got it correctly. So that's 2 5 F for Frank 1 1 M for Mary Number 3 B for boy A for alpha 2 0 8 0 1. Is that correct? I see. Thank you. And may I know what happened before? Why this two notes, is there any changes on the main parent node, or did you lost internet connection before? I see. Understand. And may I know who's your internet service provider? And is this [silence]
96:00
Speaker 1
Yes. Michael Armstrong. M-I-C-H-A-E-L. We can use. Does it need to be the same one that is used on the app, or can it be a different one? Can I use a different one than that? Yeah, can we can we use um F-T-E-V-O Armstrong at Yahoo.
97:00
Speaker 2
[mics watch check] Your first time calling Links, it's. Let me create a record first before further proceed with your notes. May I have your first name and last name? All right, and how do you spell your last name? Link. All right, thank you. And may I have your email address? Hmm? Yes, you can use the links this Linksys Smart Wi-Fi account that you have, I assume. Yes, you can also use just this for record purposes. [non-sensical speech] Yes, that's okay. All right.
97:00
Speaker 1
[silence] It's SEO [silence] Armstrong blah blah blah the status light is solid blue. And that's the only thing I can get out of it. It won't change to anything else. [silence] Yeah, both of the child notes are just solid blue.
98:00
Speaker 2
Does it, S-T-E-V-E-O and then Armstrong@yahoo.com, is that correct? Okay. Okay, STEVO OSCAR? All right, thank you. While my system is tracking the hardware warranty of your linksys nodes here, may I know what are the color lights showing on the top of these two nodes? Mm. I see. That's one of the two child nodes, right? Or is it both showing solid blue light? Oh, I see. And okay, have you tried turning it off and then on?
98:00
Speaker 1
Yeah, as soon as you turn it back on, it goes straight to solid blue and it doesn't change from that on both of them. Yeah, they they plug directly into the wall. Yes, it the as long I hold it for 10, 20, 30 seconds, it never it never changes. It just stays solid blue. [silence]
99:00
Speaker 2
and is there any changes on its light or is it remains solid blue light? Okay, and just to verify they are connected directly to a power source, right? Like a power outlet, not to a power strip or extension. right, and have you tried pressing the reset button at the bottom of these child nodes? Okay. just based on the steps that you have provided. You've reset it, restarted it, but it remains solid blue no changes on the light. The normal light indicator should start changing like the red or blinking red.
99:00
Speaker 1
so if it is a hardware issue and the device no longer works. [silence]
100:00
Speaker 2
[Silence] So I am seeing that your nodes are exhibiting hardware issue and going back to the warranty of your lynxis nodes, just to set your expectation, Michael, it shows here that is already ended. It has used to have 3-year hardware warranty and free technical support. If you wish us to further troubleshoot, perform other workaround on these nodes, we have this paid support for troubleshooting for out of warranty devices. It will cost you $15. It's a non-refundable technical support lasting for one hour. If we determined your device is defective and unable to resolve the issue, no refund or replacement will be issued. Would you like to avail this $15 paid support? [silence]
100:00
Speaker 1
they'll be replaced. [silence] No replacement and there was. No refund. Yeah so I I don't I don't think there's any troubleshooting we can do. It's probably a hardware failure. [silence] And if there's no way to get a discount or replacement. Yes but even if they're if they're not if it is a hardware issue, then there's no.
101:00
Speaker 2
there'll be no replacement or refund. you wish to avail of the 15 days. yes? understand? there's none anymore since it's already out of warranty. But we have other work on that you can try. We have this recovery reset procedure. If you wish to follow this step, I can send an article guide instead to your email may try following this recovery steps. If it's still the same, then we can say that it's an hardware issue. the nodes are not resetting.
101:00
Speaker 1
There's no replacing them. It's not covered, so. Yeah, it's just odd that both of them died. Okay, I mean, you can send me that article and I'll try it, but I'm sure a software update got pushed there and broke them. [silence]
102:00
Speaker 2
Yes, yes, that's right. Since it's already out of warranty, so actually, it ended last. Um, let me double check here. [REDACTED_PAYMENT_DIGITS] of March. So that's the end expiration of its warranty date. You may try the recovery procedure I'm going to send you via email. If it's still the same, then um, it's something with the node itself with hardware issue. I understand, but uh, as per double checking, this model actually also reached end of life.
102:00
Speaker 1
Okay. Yes. Send me the article. is the is the smart wifi support officially ended. You know what I'm talking about? Not with the model number, but for the Linksys smart wifi.com remote connection.
103:00
Speaker 2
The chat part, meaning linked is no longer manufactured it. No longer receive a future offer more updates. So, no maintenance so that could be the factor as well. Not working any more it's not resetting are all, right? Okay. So you'll be receiving it after 5 to 10 minutes and anything else other questions and clarifications for links? Okay. You mean this model number. Oh, I see. Yes, unfortunately, it has been discontinued. So, if you're going to like reset if your current note is associated to
103:00
Speaker 1
So, do I need to reset the one that still works? So, it will remove the feature?
104:00
Speaker 2
account and if it is reset it will no longer add to a links a Linksys Smart Wi-Fi account. it's no longer supported. Remotely access. for this kind of a model. I would suggest do not reset it. if it's working fine and you're still able to remotely access it, but if it's um you're going to reset it then we'll delete the feature for the meantime for the rest of it's working. yeah. so currently if it's still associated to your account you can still use it, you can log in using your email but if you have reset to we're going to reset it to factory settings, it will remove and it will longer support the remote access and links Linksys Smart Wi-Fi because it's already been disabled.
104:00
Speaker 1
Yes, that's very odd. It's probably what the child must have said. Okay. Then just everything else is done. By the way, thank you. Bye.
105:00
Speaker 2
Yes, there are actually some model. And in the future of you wish to actually your nodes are using Wi-Fi 5, s so they're already Wi-Fi 7, s if you wish to check those newer model, you can upgrade to Wi-Fi 7 mesh technology. All right. Okay. This once again Raquel, and thank you for calling sis. Have a wonderful day.
105:00