V2 Rubric Detail — ab1e7d52-73dc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:05
Duration
11m 59s
Contact
Vickie Lambert
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135186
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: WHW01_device reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication5.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.4/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall83.3% (-4.7)

V2 Grader Summary

The agent provided technically accurate information regarding the WHW01 model numbering (confirming WHW0101/03 variants) and correctly stated that no driver is required, per the KB. While the agent demonstrated strong ownership and communication, the resolution is partial because no diagnostic validation of the hardware (such as LED status) was performed before promising a setup guide.

V1 Case Analysis

Assisted customer with WHW01 Velop reconfiguration after computer reimage. Clarified no drivers needed and sent step-by-step setup guide via email.

Troubleshooting Steps
  • Confirmed model number WHW01 and clarified naming convention (WHW0101 = WHW01 1-pack)
  • Explained no drivers are required for standalone router operation (correct per KB)
  • Clarified setup is done via web browser at http://192.168.1.1 (correct URL)
  • Offered to send personalized step-by-step setup instructions via email
Key Observations
  • Agent correctly identified that no drivers are needed for WHW01 - aligns with KB guidance that Intelligent Mesh nodes are standalone routers managed via web UI
  • Accurately explained model naming convention: WHW01 is base model, suffix digits indicate pack size (01, 02, 03) - matches KB model reference
  • Provided correct local access URL (192.168.1.1) for router configuration
  • Offered appropriate self-help path for out-of-warranty device via email instructions - strong operational handling
Positive Highlights
  • At [05:00], agent correctly stated WHW01 does not require drivers - accurate per KB
  • At [06:00], agent clarified model number equivalence (WHW0101 = WHW01) - matches KB guidance
  • At [07:00], agent offered to email step-by-step instructions - excellent customer experience and proper handling for out-of-warranty support
  • Throughout call, agent maintained clear communication and provided technically accurate information
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent promised to email setup steps but did not confirm the core issue (LED state, physical setup) or verify the device was actually functional; resolution is pending and unconfirmed.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked what was tried but skipped key diagnostics like checking the LED pattern or WAN connection; relied on assumption that reset/setup would fix it without validating current state.
R3 Met Correct resolution path conf 96%
Agent correctly identified WHW01 as supported, explained no driver needed, and offered appropriate best-effort troubleshooting despite product being out of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified customer confusion about model numbers and drivers but did not probe the actual symptom (router not working) — e.g., no LED check, no confirmation of power or cable connection.
T2 Met Appropriate tools / resources used conf 95%
No tools were required for this informational/model clarification issue; agent provided correct guidance without over-relying on tools.
T3 Met No misinformation conf 98%
Agent correctly stated WHW01 needs no driver and that WHW0101/WHW0103 are valid pack variants — consistent with KB model reference.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control: asked for model, serial, email; set expectations; guided to next steps without losing focus.
C2 Met Confirmed understanding conf 94%
Agent used accessible language, avoided jargon, and confirmed understanding — matched customer’s pace and clarity needs.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership, created a case, and committed to sending the email — no transfer or deflection.
O2 Met Proactive follow-through conf 96%
Agent gave a clear timeline (‘check your email after five minutes’) and specified the action (personalized step-by-step guide).
O3 Not Applicable Closure confirmation conf 92%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — issue was informational and resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, used ‘thank you’ and ‘you’re welcome,’ acknowledged customer effort, and stayed professional.
X2 Met Tone & rapport conf 94%
Agent adapted to customer’s tone, provided clear confirmations, and checked for follow-up questions.
X3 Met Overall experience conf 97%
Agent reduced effort by offering to send instructions directly instead of making customer search the site again.
Call Transcript22 turns · 23 lines
Speaker 1
Yes, ma'am. Um, I'm trying to realize.
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's 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. Thank you for calling Linksys. This is Elle, how can I help?
00:00
Speaker 1
Alright, my system and I'm looking on your website for the drivers to download again. But I do not find my model number. It's whw01. I find whw001. Is that the same as whw01? Yes. It's called a The name says Velop setup 220 on the unit.
01:00
Speaker 2
what's your Link sys device? What's the model number again? w-h-w-01. This is the system or router you are tying to re install? So you are trying to use
01:00
Speaker 1
Yes, to put it to put it on my ethernet. Yeah. I had it installed, but then I had computer problems and they had to totally wipe out and reload my computer and so this they didn't, you know, the drive's not there anymore, so I have to reinstall it all. Yes, serial number 2 5 F 1 1 M as in Mary 3 C as in cat, a as in Apple, 0 9 5 1 3.
02:00
Speaker 2
too soon again Like you're trying to set it up connect to your internet service provider. Okay. Umm Can I have them the serial number? Let me double check. Thank you so much. Let me just double check and who is your internet service provider? Sorry. okay, so um, you have like a modem from them, right? from your internet service provider okay, so what have you tried so far for the WHW01?
02:00
Speaker 1
I use, I don't use the Wi-Fi very often. It's just me. So, I really don't like to have all that RF in my house, but I, but I tried connecting it up just the way it was before, um, you know, with the cable, the ethernet cable's coming in and, uh, it wasn't doing anything. So, then I realized here recently that, oh, well, let me go see if the driver is still on the PC, and it's not because they had they had to totally re- they had to clean the computer and then load everything back on, but for some reason, they didn't put the link-sys router driver on. I mean, if I if I look at program files, if I look in my program files, it should be easy to tell if, if the driver software is installed on my computer.
04:00
Speaker 2
Uh-uh. Okay. I see. But what's the LED light and of.
04:00
Speaker 1
OK, well that's what ma'am, listen, let me save you some words here, that's what I'm trying to do. I'm on your website looking for the information, but the model number is not the same. That's why I'm asking is did the did you change the model number and add two more digits at the end? Is it now a because when I search it there's a link to, it says H, W, oh one, and then it has two more digits. I don't know which one is the right one. I'm just asking you for the information, Ms. And I'm trying to save myself some money and not buy the wrong thing. So, when I put it in the, onto the, uh, site that I'm on, I just want to make sure that I find the right one. Then I'm going to place the order and take it from there. I appreciate your help. Thank you. [silence]
05:00
Speaker 2
Well, as for the driver, ma'am, for this one, since this is actually a stand-alone router, usually it doesn't need any driver. So, what you'll have to do on this one is to reset and then set it up using a web browser, so you can connect it back to your internet service provider.
05:00
Speaker 1
digits. 0-1-0-1. Okay, so it says. Okay, well, because on the top of the page it says link sys WHW-O-1 FAQs, but then when you read the next paragraph, it doesn't. It doesn't have the same model numbers. It has two more digits. So. Yeah, so that's what's confusing. I'm not sure, you know, if I'd be going through the steps for the right product.
06:00
Speaker 2
well it's just yeah it's actually just the same ma'am you can actually use that article for the links is w h w 01 so it's either 01 um w h w 01 01 or w h w 0103 okay uh well what I can do here ma'am for this um for the device that you have since all you just [silence]
06:00
Speaker 1
Very good. Yeah. Yeah. Okay. Cause I said it all up the first time myself. I know I can do it. I just wanted to make sure I was using the correct instructions from your website. So if you would email me that would
07:00
Speaker 2
just need to do is uh re configure it again so it will connect back to your internet service provider um to save you some time, I can send you an email step-by-step that you can use so you can follow the step-by-step to set up the W H W 01 that you have and then also connect back the child node. Okay. Yeah, usually yeah, no worries. I will email it to you the step-by-step because usually on our website, uh the W H W 01, this is actually already obsolete, so I think they already tried to remove that one already on our website. So, um, I'll just send you an email step-by-step so at least it will be easier for you to set up and then reconfigure the mother node and then the child node.
07:00
Speaker 1
Okay. Yeah, because I purchased this in 21 and 21. It's still in working condition. To me, it's not obsolete yet. So, okay. That's Okay, very good. So you need my email? Uh Yes, blessed. That's B as in boy, L as in Larry, E as in Edward, S as in Sam, S as in Sam, E as in Edward, D as in dog, Vic V-I-C. D as in Victor, I as in India, S as in Sam. C as an Ant.
08:00
Speaker 2
right yeah you can actually still use you can actually still use the HW01 as long as it doesn't have any hardware issue as long as it's actually working so yeah we actually still support that unit however for um this one it's actually showing as a warranty so what I can do is send you an email step-by-step that you can use to reset and then reconfigure it properly all right okay yes I may actually need your email. Can I have your email?
08:00
Speaker 1
[ silence]
09:00
Speaker 2
Thank you so much and then first name and last name. Okay thank you so much Miss Viki. So for this one give me three to five minutes after this phone call. So let me personalize the email so at least it will be easier for you to follow the step-by-step okay? and then check your email after five minutes. All right. Okay, and then you're welcome. And then by the way ma'am just to give you a just to give you a heads up. [silence]
09:00
Speaker 1
Okay, so grab the child and it still requires electricity so I plug it in to the wall outlet and then after it's set, then I can move it. Is that correct? Okay, very good. Thank you for that information. Um, if I have a question, can I call you back directly or ask for your name? [silence]
10:00
Speaker 2
Your child node. You have to place it near with the parent node when you start with a setup. So they have to be together when you set up the child node and then the parent node. So you need to grab that one and then check your email after five minutes. Correct. Yes. Once it's back online, once it's gotten, once it's connected to the parent node, then you can move it where you'd like it to be. All right. Okay. So yeah, anything else? Any follow-up questions? Yeah.
10:00
Speaker 1
So, I won't have to explain the whole deal again, right? I won't have to. Okay. Very good. And what was your name? L. Okay. I have a girl at church named L. Her name's Elena, but she like to be called L. Okay, well thank you, L. You've been very helpful. Okay. I watch your emails. You too. You too. Bye bye.
11:00
Speaker 2
No, you, um, you can, our calls are actually randomly distributed, but if you have any additional concerns or questions, just feel free to give us a call. Our, um, I have already created a case ticket and then if not me, um, most of my colleague are actually helpful, so you can just give us a call back. We can assist you. Yes, no worries. I'll put proper documentations. Yes. All right. Uh, my name ma'am is El. So, it's two letters only. E for Echo, l for Lima. Yeah. You're welcome ma'am. You have a great day, okay? Take care. Bye bye.
11:00