V2 Rubric Detail — ac93afd8-5f80-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:16
Duration
18m 9s
Contact
Adam Shannon
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132106
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN don't connect wired directly to PN

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall43.1% (-12.9)

V2 Grader Summary

The agent demonstrated ownership and set clear next steps but failed to follow structured troubleshooting or use diagnostic tools. Technical guidance was partially accurate but missed key KB-aligned steps like modem testing and UI verification. Issue remains unresolved, resulting in a partial resolution due to incomplete diagnostic execution.

V1 Case Analysis

Customer hardwired WHW03V2 child node, causing red light and MAC flooding. Agent advised factory reset, wireless-first setup, and emailed instructions. App guidance was partially incorrect.

Troubleshooting Steps
  • Collected model (WHW03V2) and serial number.
  • Suggested power cycle of modem and router.
  • Advised full factory reset of all mesh nodes.
  • Recommended initial wireless setup before wired backhaul.
  • Offered to email detailed setup instructions.
Key Observations
  • 8-minute hold (05:00–13:00) with no explanation or update.
  • Agent incorrectly claimed the Linksys app cannot be used for WHW03V2 node setup, though KB confirms local app login via router password is supported.
  • Confusing instructions: told customer to use app with router password immediately after saying app doesn't support the model.
  • Email capture (16:00–17:00) was poorly managed, requiring multiple corrections and resulting in likely transcription errors.
  • No verification of router password, admin access, or ability to reach http://myrouter.local before suggesting steps.
Positive Highlights
  • Correctly identified the need for factory reset and wireless-first setup for WHW03V2 mesh nodes (aligned with KB).
  • Collected accurate model number (WHW03V2) and serial number (20608828256) early in the call.
  • Offered to send a detailed email with step-by-step instructions, providing a concrete self-help path.
  • Apologized for the long hold and maintained a polite tone throughout.
Agent Errors / Gaps
  • Incorrectly stated the Linksys app cannot be used to add nodes on WHW03V2 (KB confirms local app login via router password is supported).
  • Provided conflicting guidance: said app doesn't support model, then told customer to use app with router password without clarifying the distinction.
  • Failed to confirm customer has the router password or can access the local web UI before suggesting configuration steps.
  • Did not explain purpose or expected duration of 8-minute hold, violating call control and transparency.
  • Poorly managed email capture, leading to high risk of misdelivery due to incomplete verification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested factory reset and reconfiguration but did not confirm resolution of the solid red light or MAC flooding issue.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential troubleshooting: did not verify modem connection, test speed at modem, check WAN cable, or confirm LED status per KB; jumped straight to reset without isolating the problem.
R3 Partially Met Correct resolution path conf 85%
Recommended factory reset as a path forward, which is valid for persistent configuration issues, but failed to assess whether wired backhaul was properly configured or if a hardware fault existed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (solid red after wired backhaul attempt) and customer’s concern about MAC flooding, but did not ask targeted questions to isolate cause (e.g., correct port usage, ISP requirements).
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools: did not guide customer to access http://192.168.1.1, check WAN settings, or verify backhaul configuration; relied solely on verbal description.
T3 Partially Met No misinformation conf 80%
Correctly noted WHW03V2 no longer supports app login via email, but inaccurately implied wired backhaul must be set up wirelessly first—wired backhaul can be configured post-setup via UI; also did not clarify WAN vs LAN port usage.
Communication
C1 Partially Met Clear & professional language conf 80%
Placed customer on hold and provided instructions, but failed to set initial expectations or explain the purpose of the hold; transitions were abrupt.
C2 Partially Met Confirmed understanding conf 80%
Used technical terms like 'MAC address' and 'router password' without confirming understanding; customer expressed confusion about app access but agent did not simplify explanation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and committed to sending setup instructions via email, demonstrating ownership.
O2 Met Proactive follow-through conf 95%
Clearly stated an email would arrive within five minutes and advised ensuring modem and node are online—specific next steps with realistic timing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted—issue was within L1 scope and agent pursued a resolution path.
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 80%
Apologized for long hold, but did not acknowledge customer’s frustration over network crash or repeated effort; empathy was minimal and transactional.
X2 Partially Met Tone & rapport conf 80%
Maintained a formal tone despite customer confusion; did not adjust pace or rephrase when customer questioned app instructions.
X3 Partially Met Overall experience conf 80%
Customer must perform full reset, re-pairing, and wait for email instructions—agent could have provided immediate steps or remote guidance to reduce effort.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] Hello there. I was trying to [silence] transcribe this audio from the left channel.
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 depending on your issue. To hear more about your service options, press 2. Please have your devices, 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] Thanks for calling linksys technical support. This is Char. How can I assist you today?
00:00
Speaker 1
Get my mesh nodes to get hooked up hardwired instead of doing Wi-Fi. And when I did that, it crashed the network and now my main node keeps on flooding my it's just my fiber optic port with max. So I'm just wondering if I did something wrong or is it back to factory reset? Because I did something wrong originally or. I have three. Yup. It so it was originally Wi-Fi, I tried to do a directly hard wire and now it hasn't worked since they just go I just get a red light.
01:00
Speaker 2
Right. And just to confirm there. How many links does this device have? Three of them. All right. So one of the child node is hooked up to the main node wire directly, right?
01:00
Speaker 1
Yeah. And then it'll flash for a bit and then go back to solid red. And I do have internet moved to my to my jacked. Yeah. I have done that. Yeah. And it still does the same thing. Right now it's not plugged in. I was trying to decide if it's best to factory reset them. And just start from scratch. Or. So, when I do that, it's going to flood my mac table. And I'm going to have to call my, I work with my internet provider. So, I have to call back to them and have them clear the Mac addresses. Because I'd be literally.
02:00
Speaker 2
I see. Okay. Do you have you tried to unplug both the modem and the router and also,
02:00
Speaker 1
[KEEP_UNCERTAIN] I just did that and that's what happened on the bottom of my mesh. I have power input in the middle reset on the left power button on the right then I have two ethernets above that. Does that matters which ones the WAN (Wide Area Network) and which one's the Lan (Local Area Network)? Yeah, let's check the serial. Is 20 J? 20608828256. [silence]
03:00
Speaker 2
I see. Oh, I see. So it may be C. Back at risk. Moments.
03:00
Speaker 1
uh model number is WHW03V2 wait there yeah wait and hold on hold on hold on okay hold on
04:00
Speaker 2
get it and what's the serial number? I mean the model number. Got it. Thank you so much for providing me this information, sir. and also may I know who is your internet service provider? Uh-huh. Who is that again, sir? Right. Uh-huh. Yes, I'm still here. uh-huh. uh-huh. one moment here, so please bear with me.
04:00
Speaker 1
Yep. Yeah, of course, yeah. Yeah, I mean, just get a... ape and then what happens is it's connecting but it's pulling from our port, like our fiber optic port, it's it's asking for all the MAC address for all the devices instead of it coming from the router itself. is how it should work obviously.
05:00
Speaker 2
So, every time you plug in the main node back to the network, it needs to be connected to your internet service provider for the Mac address. Is that correct? Mhm. I see. All right. All right then. So, let me double-check it here. Is it okay, sir, if I put this on hold for about three to five minutes? I just need to pull up some searches here. Would that be okay?
05:00
Speaker 1
even if it's hardwired or do I have to do it wirelessly first? really? Okay. All right, so when I do that, what's it gonna do? How do I navigate that? I'll reset them all. What does that do as far as my app? What do I do in my app?
13:00
Speaker 2
Hello, sir. Yes, thank you so much for patiently waiting on the line and I do apologize about for the long hold. Um what I could highly suggest, sir, is for you to reset the device and then reconfigure it again. But once you reconfigure it, make sure that you move all the child nodes closer to the main node. Uh yes, you need to do that wirelessly first.
13:00
Speaker 1
What? Really? How do I do this then? Why is it not supposed to happen anywhere?
14:00
Speaker 2
Yes, sir. You need to, reset them all. And also, with regard to this model number that you have, you cannot add it using the Linksys app anymore since it's not supporting with the Linksys app anymore. But you can access it locally using the router password, uh, rather than your email and your password for you to do it, sir, you just need to open, uh, connect your phone to the default WiFi name of this Linksys. If you reset this one, it will go back to the default settings. So, connect your phone to the default Wi-Fi name of the main node, and then open the app and then log in using your router password. [silence]
14:00
Speaker 1
Oh, so I still you, I don't understand what you mean by the app won't work though. You just said open something through the app. I'm confused. Okay. And if that doesn't work, how do I, what do I do? That should work 100% or what if?
15:00
Speaker 2
Yes, you can open the app using the router password rather than- because there are some that will access the Linksys app will using their email and the password. So if you access the app using your email and password, it will not work. However, if you access it using your router password instead, then that's the time you can access the app. You can just log into the browser instead and then access the IP address of the router so that you can access the router setting and also I could send you an email on how to set it up by step procedure.
15:00
Speaker 1
If you don't mind that way in case the app doesn't work at least I have that. Adam A D A M. [silence] and then Shannon S H A M N and then Nancy Nancy O. Nancy and then B and then _ [silence] is I S and the @ symbol hotmail.com is I S is. Yeah I asked as an ins.
16:00
Speaker 2
All right. So, can we provide your best email address first where I could send it? Mm-hmm. Mm-hmm. So it's Adam Shannon underscore. What's the next word again? I-S. So it's I-A-S, is that correct or I-A-Z?
16:00
Speaker 1
Adam Shannon underscore I is at hotmail.com surely I'll be pretty soft about my dad go you know break this here so please hold is I s underscore is I s no no okay well try that
17:00
Speaker 2
I see. And Adam underscore Shannon underscore IN at tarpmail.com. Correct? I received. All right. So expect an email from me, sir, within five to five minutes. And make sure that your modem is already online. And then make sure domain node is online also. All right. Thank you. All right. Thank you so much for answering. Bye for now.
17:00