V2 Rubric Detail — b6231154-6e41-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:53
Duration
31m 49s
Contact
Mike Raemaeker
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall56.2% (+34.2)

V2 Grader Summary

The agent achieved a Successful Resolution by restoring both nodes to solid green and confirming internet connectivity. However, the troubleshooting path lacked foundational diagnostics (T2 Not Met), included technically inaccurate information (T3 Not Met), and failed to reduce customer effort or demonstrate empathy (X1, X2, X3 all Not Met). Despite being out-of-warranty, the agent provided appropriate support (R3 Met), but the technical execution and customer experience were significantly flawed.

V1 Case Analysis

Customer (Mike Raymaker) reported solid red LEDs on WHW03 parent and child nodes, no internet. Agent immediately offered $15 paid support, collected credit-card info (PCI violation), performed incorrect resets, misrepresented 5-press as reset, and falsely claimed resolution without verifying internet. No case created.

Troubleshooting Steps
  • Advised factory reset by holding reset until LED goes out (correct per KB).
  • Instructed 5-press method on parent node, incorrectly described as a reset (contradicts KB).
  • Did not verify modem/WAN status or test internet connectivity.
  • Falsely claimed resolution without confirmation.
Key Observations
  • Agent collected full credit-card details over the phone, violating PCI compliance.
  • Paid-support was offered before any troubleshooting or WAN diagnostics.
  • No modem/WAN connectivity test was performed; root cause not isolated.
  • 5-press method was incorrectly described as a reset (contradicts KB).
  • Agent falsely declared resolution despite child node blinking red and no internet verification.
  • Incorrect LED interpretation: claimed solid green = working (WHW03 uses solid blue per KB).
  • Incorrect support URL claim: stated 'linksyssmartwifi.com' is discontinued (still valid per KB).
Positive Highlights
  • Correctly identified the product model (WHW03).
  • Accurately informed the customer that the warranty had expired (Aug 3, 2023).
Agent Errors / Gaps
  • PCI violation: collected full credit-card number, expiration, CVV, and zip code over the phone.
  • Prematurely offered paid support without attempting standard WAN/modem diagnostics.
  • Failed to verify modem/WAN connectivity before resetting devices.
  • Provided materially incorrect technical guidance: described 5-press method as a reset (contradicts universal_5press_models.md).
  • Provided incorrect LED color interpretation: claimed solid green = working (WHW03 uses solid blue per led_intelligent_mesh_consumer.md).
  • Cited incorrect support URL: claimed 'linksyssmartwifi.com' is discontinued (still valid per universal_access_methods.md).
  • Did not confirm internet service was restored before ending the call.
  • Falsely declared the issue resolved when child node was blinking red and internet was unverified.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms both nodes are back to solid green and says the customer now has both nodes working and configured again.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed a factory reset and 5-press method but skipped standard WAN/modem checks, cable inspection, and direct ISP/modem testing before resorting to reset.
R3 Met Correct resolution path conf 95%
Despite the units being out-of-warranty, the agent offered a paid-support session and proceeded with full troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified solid red lights and no internet, asked about prior resets and ISP status, but did not logically isolate the issue (e.g., no modem test, no WAN cable check, no login attempt).
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools such as the router’s web interface (192.168.1.1 or myrouter.local), logs, or speed test was attempted; troubleshooting was entirely verbal.
T3 Not Met No misinformation conf 95%
Agent described post-reset LED as 'hot pink' or 'solid red' — WHW03 uses solid purple for ready-to-setup, not pink/red; also incorrectly framed 5-press as part of reset/recovery process rather than pairing/escalation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectations about payment and warranty, but the call had repeated payment interruptions, unclear transitions, and lacked smooth control during technical steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms without checking understanding; referred to non-standard LED colors (hot pink, teal) causing confusion, though steps were eventually followed.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent stayed on the call, completed troubleshooting, and did not transfer the customer to another team.
O2 Not Applicable Proactive follow-through conf 100%
Issue was resolved; no further follow-up or timeline was required.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, impatience, or repeated effort; tone remained transactional and payment-focused throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer’s irritated tone; continued with complex instructions and repeated payment requests without simplifying or empathizing.
X3 Not Met Overall experience conf 95%
Customer was asked to repeat card details multiple times after declines; also given inaccurate URL (LinksysSmartWiFi.com) and confusing LED descriptions, increasing effort.
Call Transcript52 turns · 57 lines
Speaker 1
[silence] This is Mike Raymaker, I've got. uh no internet connection here I've got red lights on the parent and child node and I've tried [silence]
00:00
Speaker 2
for practice. We appreciate your patience when awaiting your call. Thank you for calling Linksys. My name is Vance and I will help you today.
00:00
Speaker 1
shutting the power off try to unplug in it right reset and i got no internet It's solid yes yep they said now it's on your end Raymaker yes correct Yes. [silence]
01:00
Speaker 2
I'm solid or flashing. and what kind of troubleshooting steps have been done so far? As you mentioned, did you try unplugg it? And to also clarify, have you spoken with your internet provider to make sure that there's no down on their end? Thank you so much. Once again, I'm speaking with m atgmail.com. Is that correct? phone number that you're currently calling just to clarify is 916-239-8658. All right, let me quickly double check everything on my end. All right. Thank you so much for patiently waiting. Your mic. Before any troubleshooting may start, in terms of the current situation since currently all the lights are on a solid red light, you might need to consider performing a complete factory reset and setting up the router all over again from scratch, treating it like it's your first time having the unit all over again. However, before any further troubleshooting may also start, I do have to set expectations that your current Linksys units which are the WHW03s are no longer in warranty. The warranty status of the unit has already gone out on August 3 of 2023. They are no longer eligible for free troubleshooting on our end. For further troubleshooting,
01:00
Speaker 1
it's okay what do you get what are you all right you said it's $15 for out of state if we're out of warranty 15 okay okay so my friend you haven't done anything to help me here yet other than to tell me that it's out of warranty you recommend I get a new one And it's going to cost 15 bucks and don't have any expectations. That's what I've heard from you. Okay, so what do we what do we. Okay. Yeah, so you're going to give me you're going to work with me for an hour and it's going to cost me 15 bucks and you can't guarantee that you're going to be able to fix it. There's a 50/50 chance.
03:00
Speaker 2
[silence] Once again, since there's currently no internet connection, a factory reset might be needed. If you are going to proceed with a [silence] $[REDACTED_PAYMENT_DIGITS] payment, I do have to set your expectations that if you do wish to proceed, you are agreeing to a [silence] one time, non-refundable technical support session lasting up to an hour. If we also do determine that the current are no longer working properly or deemed defective, no refund or replacement will be issued. And lastly, it is still considered as a [REDACTED_PAYMENT_DIGITS]% that we may or may not fix the problem as well. Would that still be okay with you? [silence] That is correct. [silence]
04:00
Speaker 1
Okay, let's see what we can do here. R AEMAEKR. [silence] Right. [silence] Hang on a second. Card number [REDACTED_PAYMENT_DIGITS][silence]
05:00
Speaker 2
All right, let me quickly ready everything on my end. If it's all right with you, can you spell out your last name for me once more, uh, one more time. Mhm. K-E-R. Thank you so much. And the email is Mike Raymaker, first and last name at gmail.com. All right. Whenever you're ready, you can provide me your card information, you don't have to worry because your information will not be recorded or documented. This is for your safety and privacy as well. So go ahead and tell me your card number whenever you're ready.
05:00
Speaker 1
[REDACTED_PAYMENT_DIGITS] expiration is [REDACTED_PAYMENT_DIGITS] and the three-digit code is one three go ahead [REDACTED_PAYMENT_DIGITS] sure how do you think I'm able to do that if I don't have internet my friend
06:00
Speaker 2
[KEEP_UNCERTAIN] [ silence ] what about the month and year what about [ silence ] yes security code [ silence ] lastly the billing zip code [REDACTED_PAYMENT_DIGITS] thank you so much if you need any kind of confirmation double check your email address we'll be sending you a confirmation there that a charge has been made I see all right so once again you're just going to be charged $[REDACTED_PAYMENT_DIGITS] Nothing more nothing less if you need to confirm after we're done with the troubleshooting you can double check as well let me just ready everything to see everything matches up
06:00
Speaker 1
So, so that's right, yeah. Oh, jeez. I just got it. Uh, okay, no problem here. I'm going to give you a different card. Card numbers. Here you go. [silence]
07:00
Speaker 2
I'll reconfirm it to you one more time. The first and last name is Mike Raymaker. The card is [REDACTED_CARD_NUMBER], is that correct? The expiration is [REDACTED_EXPIRATION_DATE]. The security code is [REDACTED_SECURITY_CODE]. And lastly, the billing zip code is [REDACTED_PAYMENT_DIGITS],[REDACTED_PAYMENT_DIGITS] All right. Let me see if the charge will go through. I do apologize, Sir Mike. It shows here that the card has been declined. All right. All right, let me, start whenever you're ready.
07:00
Speaker 1
4,212,239,5215,661,1329,3986. Xpiration is 9 of 26, in the three-digit code is 665. Correct. Yes, they are. Okay. Hang on.
08:00
Speaker 2
m. hmm. M. hmm. M. hmm. M. hmm. M. hmm. M. hmm. M. huh. And it's the same billing zip code. Is that correct? All right. Thank you so much for that one. I'll be sending you a copy of the receipt. In the meantime, let's start with the troubleshooting. Are both of them currently turned on? All right. Can you turn off the child node and let's just focus on the parent node first. [silence]
08:00
Speaker 1
okay alright it's turned off child mode is on their and they're gone a second. okay I did and they just popped back to red
09:00
Speaker 2
all right, now that the parent node is the only one left turned on, go to the parent node and perform a factory reset hold the reset button until the light completely goes out. once the light goes out, you let go of the reset button, [ Silence ] all right,
09:00
Speaker 1
Do I need to hold that reset longer? Well, it's, I say yeah, but you know, I don't know if it was a blinkin or what. I mean, the minute that it looked like it went out, I let go of the button. Okay, there it went, completely. Okay. Yeah. Okay. Yeah, it's short.
10:00
Speaker 2
[HUMAN_REVIEW] Did the light completely went out while you were holding it? Mm-hmm. Try holding it again one more time until the light completely goes out. All right. Let's just wait until it's done rebooting. It should start with either a flashing blue or flashing teal color, and it will stop with either a hot pink or a solid red light again. So let's just wait for now. It takes around three to four minutes.
10:00
Speaker 1
I'm blue right now, so. And... Thank you. It's a solid reddish pink, I guess. Yeah, solid red. It's the same.
11:00
Speaker 2
What's the light on the parent node? All right. You're now going to perform what we
12:00
Speaker 1
and how long in between each time you press it? Five times. Oh, okay. All right. Hang on. One, two, three, four, five. There you go. So that went to kind of a yellowish blinking.
13:00
Speaker 2
the 5 press method. You're going to press release, wait a second, do it 5 times on the reset button. It's a quick press, quick release, like a normal press release 5 times. Now, let's wait again for 3 to 4 minutes until it's done adding.
13:00
Speaker 1
Okay. So, factory reset, you're holding it... What's the factory reset? Okay. And then you do, uh... Hold on a second. Okay. So here's what's interesting. On my computer, um, it's it's as if it's going to.
14:00
Speaker 2
configuring the parent node. Hold the reset button until the light goes out completely. You do the rev process once it's in ir in a ready light, which is solid pink or solid hot red, after the factory reset. mm-hmm.
14:00
Speaker 1
Dude, he's trying to go to the Lynx's smart wifi.com. And then it's got some bunch of other stuff behind it. there's no website there, it's not going anywhere, it's just says not not secure links is you know, blah, blah, blah. Yeah, are you telling me to do something right now or are you just providing information for me? Okay, gotcha. [silence]
15:00
Speaker 2
Linksys, smart WIFI.com no longer works fully since it's no longer associated with the Linksys device. We have discontinued over that web site. To login with your Linksys router locally, you have two options. The first one is the basic default IP address, which is 192.168.1.1. The other option is my router.local, all in one word. Just providing information. Linksys smart WIFI.com
15:00
Speaker 1
It's green walking impressively does that say it does that say it reset? Oh, OK Wow. off, off, uh, I gotta go get it here. So hang on. Wow. So all we did was that five button reset after try to factory respect. That's all we [silence]
16:00
Speaker 2
what's the the blink right now?
16:00
Speaker 1
Correct. I'm gonna walk the other in the house to grab this child note and so I hang with me here. Oh, okay. I just plugged it back in. Turned on the power and it's a solid blue right now. So it's probably, I'm gonna try to reset itself. How hot as in um so we you know the united States up in Fahrenheit, so like is it over 100 or the 90s? Okay, but with 100% humidity. Yeah, so it's it's blinking red right now. You you want me to do that now? Okay, right. Right. Okay. Here you go. [silence]
17:00
Speaker 2
Hmm. Not so much. Maybe it's around, yeah, it's close to 80 and 90. That's correct. That's completely normal, since it disconnected with the old setup. To perform a factory reset, hold the reset button until the light goes out completely. Yes. On the child node only.
19:00
Speaker 1
oh it's still blue
20:00
Speaker 2
Alright, tell me once it's done flashing blue and turns to a solid pink or solid red after.
20:00
Speaker 1
Okay, it's uh still doing the blue. Okay, now just went to the solid red. Mm-hmm. Yep. Okay. It just disconnects it or something. One, two, three, four, five.
21:00
Speaker 2
All right. Now go to the parent node that's currently turned, um solid teal. Do the five press on it one more time.
21:00
Speaker 1
Okay, now it went to yellowish color. blinking. Child's nodes red. You wanted me to reset on the parent node, didn't you? Yeah. Uh, now it's starting to flash red. Wow. So I got solid on. I'm sorry. Um, I've got solid green on the parent node and it's blanking red on the child node.
22:00
Speaker 2
What happened to the light? All right. Double check also if the child node starts changing. Is it solid or blinking? Yes, the five press is done only in the parent node. What's happening on the child node? Is it flashing? [silence] Perfect. So, when we do it only on the parent node, it sets it up as a working parent node. Now that we're trying to add child nodes, you only do it on the parent node so that it can detect nearby child nodes. But we'll just need to wait for... Uh-huh, sorry. Perfect. Don't do anything else. Just wait for it to identify the child node. You don't need to do anything else. Just wait for it.
22:00
Speaker 1
So, to Reconnect a child node, you bring it back next to the parent node. And what, then what did we do, okay. Hang on a second. Hang on a minute. Let me, hang on, buddy. Let me, I'm trying to make notes here. So, move it next to the parent node and do a factory reset on it. Okay. And then, okay.
23:00
Speaker 2
It's usually three to five minutes until the child node itself stops blinking. So to reconnect a child node, you factory reset the child node first. Once you factory reset the child node, you then relocate it. Now wait. Wait for the child node to turn solid pink after a factory reset and do the following press.
23:00
Speaker 1
Okay hang on. Oh do the five press on the parent node okay. Ew. Okay. I still got blinking red going. Okay there we go. I just went to green. So it connected didn't it? You there? Okay so it just Yeah I
24:00
Speaker 2
on the parent node. [silence] yes wait for two more minutes to see if it stays that color
24:00
Speaker 1
went back to solid red. Oh, now it's blinking. It just looks like it's changing. It's blue. Oh, now it just went to green. Correct. No, it's now just went to...no. it just went out. Now it's a blue again. Okay, so now it's solid green. So if I unplug this and move it back to where I need it, it's going to reconnect. Okay, well...
25:00
Speaker 2
All right, now it's back to a solid green light. Is that correct? Now congratulations, you now have both of your nodes working and configured again. Yes. Once again the child node that we moved and tried adding is now working completely. Yes, that's correct. yes, go, ahead. it's Venn, like the Venn diagram. Thank you. for that when we can tell. I see. Did you relocate it already? Did you relocate did you relocate the child mode already? all right. Thank you. just normal.
25:00
Speaker 1
What's that? So were you not laughing when I was teasing with you? Okay. Gotcha. I understand. Well, you guys do a good job there, so they need to hear that. And, uh, yeah, so having a good attitude and laughing a little bit is a good thing to do. Okay. It's just blinking blue. There we go. Yep. That's what it's doing.
27:00
Speaker 2
my first laughing. Due to some mic microphone changes, it can't be heard. you know what I mean? Thank you so much. All right. You will notice after blinking blue, it might change blinking red, but that's completely normal. Now, let's just wait. It's the same timer, three to five minutes until it stops blinking.
27:00
Speaker 1
Okay, let's do this now. So, um, that's going to end up resetting, which will be great. Wonderful that we got internet again. Um, so when something like this happens, then go ahead and do a reset on the parent node and then set up the child node again. Is that kind of a plan of attack? No. Oh, got you, okay. Just hang on a second here. Okay, I gotta grab a dog here. He's going to yell and scream. All right. So the other question that I want to know is this. So we have a 1,700 sq ft house. Um, we just have the two, the parent node and the one child node and as far as [silence]
28:00
Speaker 2
Yeah. Always start with the parent node and make sure that your child node is turned off before doing the parent node, so that there'll be no interference whatsoever.[silence]
28:00
Speaker 1
upgrading to a new system. understand right now, well, you know, if I go faster speed on my internet connection with my provider, the last time I called into Lynx's your technical support guys told me that this current model would not I'll use the term handle it. I would need to upgrade. Is that accurate? And how many what? one.
29:00
Speaker 2
And how many floors as well, how many floors in the house? Just one. With the current model, that's correct. It cannot handle the overall square feet that you have. If you're looking to upgrade and you're just using it for home use, like television, streaming, all those kinds of normal daily things, the model that I'll be recommending for you are two models. The first one is the MX.
29:00
Speaker 1
Okay. Okay. All right. That sounds good. Let me go be sure that this thing reset, which it probably did. So, and then as far as in the future calling in for, um, support, because it's out of warranty, it's 15 bucks for an hour. All right. Well, that's no problem. That's fair. I don't know what that is.
30:00
Speaker 2
2000 and the second one is the MX4200. Those two models are the best bet. That is correct. That is correct. Since you're geof and a factory reset, your def, I'm sorry, your previous Wi Fi name and password are completely gone. So it reverted back to the default Wi-Fi name and default Wi-Fi password. You need to look, you need to look underneath the parent node. The Wi-Fi name and the Wi-Fi password is there.
30:00
Speaker 1
Okay. Uh... So when you do a factory reset then it gets rid of the name. Okay. Alrighty. Sounds good. I think we're good. Yep, it did. [buzzer] Yeah. No. Good job, Ben. Thank you. You do the same. Bye-bye now.
31:00
Speaker 2
All information that's very necessary is all underneath the parent note. Yes, it goes back to the origin. Did the light turn solid green or teal? Perfect. So, once again, is there anything else as well? All right. Thank you so very much for calling Linksys. Take care and have a great day. Bye-bye for now.
31:00