V2 Rubric Detail — b092c818-6907-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 22:15
Duration
11m 46s
Contact
Ann Dong
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133509
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Node has no light.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall50.1% (+4.1)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and followed OOW protocols by offering paid support options. However, no functional resolution was achieved, core troubleshooting steps were omitted, and communication inefficiencies increased customer effort. The interaction constitutes a partial resolution due to appropriate path selection but lack of technical progress or empathy.

V1 Case Analysis

WHW01 child node shows solid blue LED but customer reports no power light. Agent verified outlet and LED status, noted warranty expiration, and offered paid troubleshooting ($15) or replacement ($200). No reset, 5-press pairing, or web UI troubleshooting attempted.

Troubleshooting Steps
  • Verified power outlet was tried
  • Observed solid blue LED on the node
  • Asked if the Linksys app shows the node online
Key Observations
  • Agent correctly identified model WHW01 and serial number after customer clarification.
  • Solid blue LED on WHW01 indicates online status per KB, but customer reported no power light suggesting possible hardware fault or LED failure.
  • No standard troubleshooting steps (factory reset, 5-press pairing, web UI node addition) were attempted despite KB recommendations.
  • Warranty status was asserted without formal lookup, constituting a protocol miss.
  • Agent offered paid support before exhausting free troubleshooting options, violating support protocol for out-of-warranty devices.
Positive Highlights
  • Correctly identified the product model (WHW01) and serial number after customer clarification.
  • Verified the node was plugged into a working outlet and observed LED status.
  • Collected customer contact information (email, phone) for potential follow-up.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (factory reset, 5-press pairing, web UI node addition) despite KB recommendations.
  • Assumed warranty had expired without performing a formal warranty lookup using the serial number.
  • Offered paid support before attempting any free, standard troubleshooting procedures.
  • Did not guide the customer to the correct local access URL (http://192.168.1.1 or http://myrouter.local) for web UI troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any valid resolution path (RMA, troubleshooting, education); only offered paid service without restoring functionality.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about power outlets and suggested a 1–2 minute plug-in test, but skipped core steps like checking the power adapter, performing a factory reset, or power-cycling the system.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered appropriate next steps (paid troubleshooting or replacement), aligning with OOW support policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (no initial light, now solid blue) and asked about power outlets, but failed to ask about adapter type, cable condition, or other node behavior.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal warranty lookup tool and created a case record, which is appropriate for determining product status and handling OOW cases.
T3 Partially Met No misinformation conf 85%
Agent correctly stated warranty end date and that solid blue indicates power, but inaccurately claimed the light should 'blink or flash' after power-up, which is not standard for Intelligent Mesh nodes.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but lost control during repeated email verification, long silences, and lack of clear agenda or time management.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding after mishearing the email multiple times, causing customer repetition and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case record, gathered contact details, and stayed on the call without transferring unnecessarily.
O2 Partially Met Proactive follow-through conf 85%
Agent explained paid options but did not set a clear timeline or immediate action for the current node issue, leaving customer without next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the out-of-warranty hardware issue.
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 did not acknowledge customer frustration, repeated effort, or emotional state; remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent used a rigid, script-like tone and did not adapt to customer’s pace or confusion during email entry.
X3 Not Met Overall experience conf 90%
Customer had to repeat email information multiple times due to miscommunication, and was left waiting without resolution, increasing effort.
Call Transcript18 turns · 21 lines
Speaker 1
Uh, can I give you a serial number? I'm not sure if my stuff in the warranty or not.
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 one now. For out of warranty products, paid support may be available depending on your please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Thank you for calling, sis. My name is Raquel, and how may I assist you today? I'm sorry. I'm just doing some laptop browsing right now. Okay.
00:00
Speaker 1
Yeah, so I will give you a serial number, okay. 20, 25 S, 106, zero, B, 8, 370, 11. I only have one B. So 25S one, zero, six, zero, B, 8, 370, 11.
01:00
Speaker 2
the serial number of your Linksys router. Uhinm you can the one go with that. By. See, four Charlie. Seven, zero, one, one. is this correct? You can have to at least. You have. mm-hmm mm-hmm Seven, zero, 1, 1. All right, let me see.
01:00
Speaker 1
Module number, give me one. Okay. I'm looking module number, yeah, I got it. Uh, module number, W-H-W-01. Pardon me. Oh, this one, no light, no, no, anything. I mean, I tried to arm-off, do nothing. Just like dead. I don't know, cause I have my people in room. This one was leaving in some room. And uh,
02:00
Speaker 2
Let's check it here. And the model number showing at the bottom, is it WHW01? Mhm. Mhm. Alright, thank you. Thank you. And how can I assist you with your Linksys mesh node? What's the issue or concern of your Linksys device? I see. So, it has no power light indicator. Is this used to work fine before? And what happened before? [silence]
02:00
Speaker 1
my sign was. I was come back to from University and they start she from this one not working that there so I don't know what's going on. What's going on. I I don't know since when. For this side I have three. This is one of the childa notes. uh not really. I I can go to the menu this one have been clog in the power clog different place. I think that the power clog should be work. It shouldn't be the issue. I I was uh I mean I tried different even my side so.
03:00
Speaker 2
I see. How many, okay, I got it. How many links, devices do you have? And this node that is not turning on, no light, is this one of your child node, or the main parent node? This is the child node. And for this one, since actually it's just exhibiting hardware issue, it has no power, which means we have, we need to check, okay, we're having issues on the power supply.
03:00
Speaker 1
So, that's why I asked my son Call. He says thinks this, so right now the power was plugged. It doesn't really show any light. It um. Yes, yes, yes. Yes. I'm just, so, I think, but you know what? I maybe see a little bit of blue light. I'm not sure if it's by a little blue inside. It's hard to tell. I was thinking, is there, if, if it sounds like it. Is there.
04:00
Speaker 2
OK just to verify you've tried different power outlet on this node right? Plug and it's still the same? All right thank you for that information. OK. Um before further proceed with checking that node let me create a record here. Is this your first time calling Linksys? OK. Um how about this? Plug it uh plug it in for the meantime to the power source we'll leave it 1 to 2 minutes. We'll wait if it's still showing light. okay. sorry. Silence. Blue means it's now getting powers.Okay.. after that, blue light it should blink blue or flash blue. alright. it's a steady solid blue light right?okay. alright. Um may have your first name and last name to address you properly. Okay. And. Uh-huh. Okay, thank you. All right. And is this your first time calling, sister? Okay. And may have your email address to pull up a record here? Say it's erm. uh-hum. Sorry. Okay. Can you
04:00
Speaker 1
I'm at Gmail.com to see if possible because I really don't remember which email I gave you. [silence] Yeah. [silence] Where I don't have I I don't have I. No. No. My first name and that's it. [silence] Yes. [silence] Email, info. [silence] Yes, Gmail is info.
07:00
Speaker 2
Okay. All right. Uh let me double check if I got it correctly. So it's uh starts with a for Apple. with your initial right. And then next is n for November. and then n another n. and then I for India. then t for Tom. Oh there's no I. Okay. so after that uh n next is t for Tom. Uh-huh. Uh-huh. Okay. Uh your, number two at g-mail.com. Is that correct? The email? Your full name then?
07:00
Speaker 1
Info info I n f o I n f o dot I T S two at gmail dot com I T T like a Tom I T S four one six.
08:00
Speaker 2
Uh, info, okay. Info number two, okay. IPS two. So, in the word info, and then dot, then IPS. So, India Papa Sam, number, ever. So, after the dot is IPS. India, Papa, Sam. Is that correct? You hear it. Okay. So, India Toml Sam, then number two at gmail.com. All right, thank you so much. And, if I were to have also your phone number, in case we get disconnected, I'll be able to call you back.
08:00
Speaker 1
7 nine 70915, service provider is Bill. Yes, it's still Blue. [silence]
09:00
Speaker 2
Okay. Okay. Okay. Um, okay. Mhm, all right, thank you. And Mangit, your internet service provider is Bell, and I believe you're located in Canada, right? Based on your provider. Okay, thank you so much. And while my system is checking the hardware warranty of your Sinem node, going back to the node right now. Is there any, uh, blue lights still? It's still blue. All right, so it's possible that, um, do you have access to your Len systems app? Can you check if this node is still showing online because it's now showing a solid blue light?
09:00
Speaker 1
Yes, it is so solid blue light that I don't have I don't have app installed for this. Well,
10:00
Speaker 2
Okay. I see. I got it. So for this one, Ann, there's a possibility that we need to further troubleshoot this node like reset it and check if it will reset. Then we can try to add it back using another method. And just to set your expectations, Ann, going back to the hardware warranty of real-in-kill switch node, it used to have free software support. However, it's already ended last December of 2022. And for our out of warranty devices, if you wish us to troubleshoot this node, we do have this troubleshooting session over the phone that will cost you $15 Canadian dollars. It's a one hour troubleshooting session. And if we do not come to a conclusion, we'll issue you a replacement node for a fee that will cost you $200. And that will have three years of support. So this option is by calling our number 800-257-5239, option one or by our live chat support available on our website or screen share or remote connect. &determine your device is defective andWe're unable to resolve your issueNo refund or replacement will be givenWould you like to avail
10:00