V2 Rubric Detail — b9d7d356-814d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 19:37
Duration
43m 37s
Contact
810-429-9277
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137527
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03B_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall78.2% (+22.2)

V2 Grader Summary

The agent successfully resolved the WHW03 mesh system's no-internet issue through power cycling, factory reset, and app re-setup, resulting in confirmed service restoration. However, critical technical inaccuracies occurred (LED state description) and diagnostic steps were incomplete (skipped modem test), leading to partial/met ratings in accuracy categories. Communication and ownership were generally effective, with minor empathy gaps.

V1 Case Analysis

No-internet on WHW03 Velop; power-cycled, factory reset, re-setup via Linksys app; both nodes now solid blue and online.

Troubleshooting Steps
  • Power-cycled modem and router for three minutes
  • Performed factory reset on main node (30-second reset button hold)
  • Re-installed Linksys app and completed setup wizard
  • Verified node LED status and dashboard online status
Key Observations
  • Agent provided materially incorrect LED color descriptions ('solid pink red magenta', 'solid black') contradicting KB definitions
  • Incorrect factory reset instruction: held reset for 30 seconds waiting for blue light (KB: 10-20 seconds until light changes, then release)
  • Did not verify WAN/Internet status or physical cable connections before factory reset
  • Call duration was long (45 minutes) with repeated instructions and confusion about reset timing
  • Serial number captured clearly (B401256)
Positive Highlights
  • Successfully guided customer through power-cycle, factory reset, and app-based re-setup
  • Collected case information (email, serial number) and created ticket
  • Issue fully resolved; both nodes returned to solid blue and online
  • Correctly identified the need for a full factory reset after power cycle failed
  • Properly guided customer through app reinstallation and setup wizard
Agent Errors / Gaps
  • Incorrect LED interpretation: described non-existent states ('solid pink red magenta', 'solid black') – valid states are purple, blue, or red per KB
  • Wrong factory reset procedure: instructed 30-second hold waiting for blue light before releasing – KB states hold 10-20 seconds until light changes, then release
  • Failed to verify WAN/Internet status or check physical cable connections before proceeding to factory reset
  • Misled customer about LED behavior during reset – stated it would turn blue while holding reset button, which is inaccurate

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms both nodes are online and says “I think I’m good… both of them online.” Final verification in app shows nodes connected and internet restored.
R2 Met Diagnostic thoroughness conf 97%
Agent conducts full troubleshooting: power cycle with correct timing, factory reset, app reinstallation, and guided setup. Steps are logically sequenced and aligned with KB for WHW03 no-internet issues.
R3 Met Correct resolution path conf 96%
Agent follows correct path for WHW03 with blinking red LED: power cycle → factory reset → re-setup. Does not dismiss due to warranty (device is out of warranty) and provides full best-effort support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identifies blinking red LED and no internet, but fails to confirm WAN connection via modem test. Relies on customer’s claim that Spectrum said it’s the router, without verifying modem status independently.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent does not use the most appropriate tool: direct modem test via Ethernet. Customer claims modem works, but agent skips Step 1 of universal_isp_modem_diagnostics.md, which requires direct testing to isolate ISP vs. router issue.
T3 Not Met No misinformation conf 98%
Agent describes LED states as 'solid pink red magenta' [21:00]. According to KB, there is no such state; the setup state is 'Purple'. This is a material inaccuracy regarding the product's visual indicators.
Communication
C1 Met Clear & professional language conf 95%
Agent sets expectations ('we have 45 seconds left'), manages time, uses timer, and maintains control despite customer’s tangential questions about call length.
C2 Partially Met Confirmed understanding conf 92%
Agent uses confusing terminology ('solid pink red magenta') and switches between 'sir' and 'ma’am' despite no indication of gender. Language is mostly clear but contains avoidable confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent creates case ticket, stays on call for 45 minutes, guides through full resolution, and does not transfer. Full ownership demonstrated.
O2 Met Proactive follow-through conf 96%
Provides clear next steps: reset, wait times, app reinstall, node movement. Confirms customer understands and verifies final state.
O3 Not Applicable Closure confirmation conf 100%
No prior contact indicated; agent confirms this is first call. No history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolved at L1.
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 89%
Agent thanks customer and apologizes briefly, but does not acknowledge customer’s frustration about call length or prior ISP interaction. Misses opportunity for deeper empathy.
X2 Met Tone & rapport conf 93%
Agent maintains calm tone, checks in regularly, and adjusts pacing to customer’s actions. Customer remains engaged throughout long call.
X3 Met Overall experience conf 95%
Avoids unnecessary repetition, guides customer efficiently through reset and setup, and performs actions (case creation) on customer’s behalf.
Call Transcript74 turns · 79 lines
Speaker 1
Welcome to call. Hello, my router currently is working and I called up my internet provider and they said it was the router issue and not the modem. Spectrum.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thanks for calling Linksys. This is Elle Hookin-Hil. [silence] Is that your Inter service provider? Sir, Okay. What do you mean that particular [silence] what exactly [silence] are you hearing an issue with your
00:00
Speaker 1
uh, it's not working. yeah, no internet connection <start_of_audio_that_might_have_silence> Yup, I'm certainly online. Yup, I was on the phone with him for about 10 minutes and yeup the modem is working perfectly fine. Yes. you ready? Okay. is 20 J 20 60 D
01:00
Speaker 2
Okay, like no internet connection when you're connected to the network and then you've already checked with Spectrum, right? When you have double checked and made sure that the modem is online. Okay, can I have sir, the serial number of your link sys? Let me double check. Yes, sir.
01:00
Speaker 1
8... 0 1, 2, 5, 6. uh... It was C. C for Craig. Yes.
02:00
Speaker 2
Before 8.03 is that B4pol or B4bravo? OK. And then 8.01256. OK. Thank you so much. Let me pull the one up here.
02:00
Speaker 1
Yes. [silence] Um I think just two. [silence] Yeah, one's the extender. Yes.
03:00
Speaker 2
All right. This one's a [silence] shows the model number [silence] WHT-W03. This is the black version, right? Um-hm. How many do you have, sir [silence] for the WHTW03. Two. Okay. And one is using extension, right?
03:00
Speaker 1
Um, say that again. Oh, the, okay. Uh, it is a blinking red. Yes. Yes, I fully unplugged the Linksys and the modem, and then I switched up the, or switched out the ethernet cables with another ethernet cable and it is still not working.
04:00
Speaker 2
The light's right here at the top. Okay. It's blinking red, sir for the one that's connected directly to your modem. Okay. And what have you tried so far, sir with your internet service provider? Did you power cycle the links router?
04:00
Speaker 1
What difference does it make? Are Are you ready for the number? model number. I don't know if I see the model number.
05:00
Speaker 2
Okay. What's the model number, of your modem. Can you, is there any, is there a chance that you can provide me the model number, just for reference for your modem? I know that your modem is working. I just, I just need to check what modem you're using for Spectrum. well, I just need to know, so if we are, we actually need to make sure that it's properly connected because it's blinking red. But I'll just use that for reference. We will not do any troubleshooting with the modem. Yes, . Just the model number, okay.
05:00
Speaker 1
No, we, we have the, the, we're getting the why, hold on, say that again. I don't believe so. I wish I could tell you. Um. Yeah, I don't see the, I see the serial number, the Mac number and the Mac number. Yeah, there's one, uh, port, yellow port in the back and then there's two voice ports. I have not yet. I
06:00
Speaker 2
but you, but you don't have any Wi-Fi on that modem sir, right? You don't have any built-in Wi-Fi on that modem? Okay. Okay, I see. Um, how many ports you have on this one sir for the modem? One yellow port at the back? Oh, okay. So you're using just a plain modem, all right. And did you press any reset button sir on the insertion router?
06:00
Speaker 1
I um, toggled on and off the switch, but I did not press the reset button. Should I do that? Okay, I mean, we only, I only unplugged the modem and router for like 45 seconds, so I mean, I could try for three minutes.
07:00
Speaker 2
Well for this one, sir, if power cycle doesn't work, because usually what we have to try is that um, we have to turn off the modem and then the Linksys router for at least three minutes. If that doesn't work, then more likely our last resort is to do a full factory reset to create a new connection with your internet service provider. Okay, let's try that one, sir. So unplug the modem and then the Linksys router for three minutes. Lem you can also let me know if you already unplugged them so I can
07:00
Speaker 1
Okay, I am unplugging uh... No, they're both unplugged. I believe so. Um, Luke S. Fanko. Do you know, I need to spell it out. L U K E F E N K E F A N O.
08:00
Speaker 2
All right, the timer. Okay. And then while they're waiting, sir, um let me create a case ticket first. I believe this is your first time calling Linksys, right? Okay. Let me create a case ticket for you, sir for record purposes. Can I have your email? Um, yes, sir. Can you spell that one for me?
08:00
Speaker 1
at Gmail?com. Gmail, yes. Yes. OK. You said I have I had this router for a while? Yeah, probably about a year now.
09:00
Speaker 2
g, mail.com. Okay, sir. And first name and last name, sir, on the email. And this is your best callback number, in case the call gets disconnected, right? The one that ends in 9-2 77. Okay, all right. Let me create the case ticket here. And then the time, sir, is we only have one minute and 35 seconds left. Let me just finish this case ticket here. And you have the router here for quite a while, right? Like, yes, you have you had this one for quite a while already, right? [silence] Okay. So we have 45 seconds left here.
09:00
Speaker 1
Until they say online.
11:00
Speaker 2
All right, so it's already three minutes there. Turn on first there the modem, and then let's wait for the modem first. If you think that the modem is online, then that's the time you can turn on the Linksys router. Okay.
11:00
Speaker 1
I think it took a few minutes to get a the light on the modem blinking online, so I think it is it's going to take a second. okay.
12:00
Speaker 2
Okay, just fine, sorry, no worry. She can take her time.
12:00
Speaker 1
Okay, it says it's online. Do I plug in the uh router now? Okay.
13:00
Speaker 2
Yes, sir. You still have the Ethernet cable connected between the modem and the Linksys router, right? Okay.
13:00
Speaker 1
OK, I'll plug it in. Alrighty, It is plugged in. okay the light is blinking red still. okay. Oh, it's blue now. yes.
14:00
Speaker 2
Okay, let's give it like two minutes here, since usually it may take a while for the router to fully recover since we just plug it in. But it's blinking red, right? Is it solid blue? Okay. Let me just double-check that one here. Let's wait for it to serve for a few more minutes. Let's see if that one will steady steady solid blue for like three minutes,
15:00
Speaker 1
OK. I just turned rad. As soon as yeah that sucks.
16:00
Speaker 2
So it's 3 minutes and 25 seconds. It's still a solid blue sir.
16:00
Speaker 1
Let me look. Yes, it is. Ugh, the main node is in the living room and then the second one is in my bedroom.
17:00
Speaker 2
Can you still see sir the wi fi name for this router? Is it still broadcasting on your end? It is okay. Where is the other node sir that you use for the extension? Can we grab sir D extension because if it's still solid red within five minutes then we'll have to do a full factory reset. Once we begin sir with the reset, everything that is configured on your Linksys router will be removed or deleted. So, it will revert back to its default wi fi name and password. Most of your devices that's screw.
17:00
Speaker 1
okay, yeah. so you said you want me to unplug the one in my bedroom? okay, I'm gonna grab it right now.
18:00
Speaker 2
currently connected right now that's not having any internet. They will be disconnected to the Wi-Fi for the meantime. And then once we set it up, we'll just rename it back to the same name and password that you've been using for your Wi-Fi. So, most of your devices will automatically reconnect once we get this nodes online Okay. Yes sir, I need you to grab the other node because we will have to reset them all together. Okay, take your time. [silence]
18:00
Speaker 1
Okay, I got it. Hmm perfect okay I added about a foot from another node. uh it is blinking red.
19:00
Speaker 2
Okay, just plug it in. Sure. At least five feet to the main node. Okay. So it's still solid red or blinking red? Sir, for the main one. Blinking red. Okay. Since it's already five minutes. And that is still blinking red. Um, let's focus on the one first there since the node that you just plug in, that will recover for two to three minutes. So we'll just leave the one as it is for now. Then um, let's proceed to the main node.
19:00
Speaker 1
okay I am starting to read now
20:00
Speaker 2
underneath the main node, you have, sir, the reset button. I need you to press the reset button for thirty seconds. Once you start holding the reset button, you will notice that the L E D light will blink red and then it will turn off. Wait for it to turn blue before you let go of the reset.
20:00
Speaker 1
Uh, yeah, blue, but barely, but I can barely see it. But yeah, it's blue. Okay. Uh, it's still blue for now. Blinking. Oh, it's a blinking red.
21:00
Speaker 2
[KEEP_UNCERTAIN] it turned solid blue, Sir. Oh, what color is it now? Okay. That's fine. There's, as long as, yeah, can see that it's blue. Can let go now. So, we'll just wait for that one. The LED light there, sir sky, should either be so, so purple o, like, solid pink red magenta. Blinking blue or solid blue? Blinking o kick. Let's just give that some time. What's the LED light of the second note, there? [silence]
21:00
Speaker 1
Okay, the first one is...
22:00
Speaker 2
blinking red all right yeah you can actually also reset that one sir press and hold the reset button for 30 seconds wait for it to turn blue then let go
22:00
Speaker 1
I don't know. It looks red to me. Yes. Yes. Yes. Okay. I already know.
23:00
Speaker 2
Like solid red, sir? Okay. [silence] So, um, let's try to wait for the second one, sir. You already let go of the reset rate? Okay. And it's blinking blue for the second one. Okay. Let me know, sir, if the second one is solid black, red or purple or pink. Red. Thank you, sir. And, uh, by the way, sir, just to set your expectations, um, per checking on the serial number, we only have three years warranty for the device and it only um, it's actually already showing.
23:00
Speaker 1
Okay. Okay, they are both red now. Okay, I'll uh, I'll give them my timer off of that. Okay. Okay. It's orange now. Okay. Okay, perfect.
24:00
Speaker 2
Orange, okay. So, let's wait for three to five minutes. Let's see what's gonna be the LED light. That means it's already trying to connect here with your internet service provider. Once it's connected, it will go back to solid blue or solid green.
25:00
Speaker 1
Is it more than likely that it may be a hardware issue or is it maybe just being a little finicky? Gotta say...
26:00
Speaker 2
[silence] Well, for this one, sir, I cannot really say that it's a hardware-related issue because when you actually tried to reset it, it's responsive, and it also responded with the five breaths. So, more likely it just just got disconnected totally to the internet because there are times that for the WHW03, especially with Spectrum, they will actually totally disconnect the device.
26:00
Speaker 1
interesting okay the parent node is solid blue it's it's blinking red yes okay thank you
27:00
Speaker 2
So we really need to have a full factory reset. solid blue. Let's give it some time, sir. I think the other node as well is started to blink. Is it blinking for the other node? Okay. So we still have maybe two minutes and 45 seconds left because I set the timer for five minutes. So we'll just give them some time. If you need to do something else while we're waiting, you can take your time. Okay? You're welcome, sir.
27:00
Speaker 1
Just to let you know, the a second node is a blue light now as well.
29:00
Speaker 2
Okay sir, we still have 45 seconds, so we'll just finish this one.
29:00
Speaker 1
Yep, they are both blue. I do. OK, I just deleted it.
31:00
Speaker 2
Okay, so it's ready five minutes here. How's the lights so far? Did it remain solid blue? Okay, that's good. So I need you, sir, to uninstall the linksys app. Do you have the linksys app on your phone? Okay, let's delete that one, sir. Delete the linksys app. Okay, and then the Wi-Fi thing for this one, sir, it will revert back to underscore setup. Okay, so it's ready four minutes ago.
31:00
Speaker 1
Oh yes, I see it. Okay. Is the password on the box? Okay.
32:00
Speaker 2
1. A. B. Can you check if you can see that one on your Wi-Fi list? [silence] Okay. I need you to connect sir to that Wi-Fi name. [silence] Yes. On the on the main one sir. [silence]
32:00
Speaker 1
Okay, I'm connected to the Wi-Fi. iPhone. Okay. Alrighty! It's downloaded. agree to terms of service, allow. Good, it said, oh, no. Right, uh,
33:00
Speaker 2
All right, and then, are you using, sir, an iPhone or an Android? Okay. Let's go back, sir, to App Store and then I need you to, uh, reinstall again, sir, the Linksys app. Okay, and then open your Linksys app. Where are you at, ma'am? So in the app? Okay. Yes, ma'am. Use the same wi-fi name and wi-fi password that you have before. And then take a screenshot, sir, before you click next after you input the wi-fi name and password just for reference, okay?
33:00
Speaker 1
Let me see if I have the account correctly. Yes. Oh, yes, I do. Okay. Skip for now. Um, now it says create your router passphras... Okay, and then um.
35:00
Speaker 2
Is it asking you sir to log in via email. Okay, do you have an option to do it later sir or skip for now. Okay, let's do that one sir for now. skip for now. Okay, that router password is different with the wi-fi password. So, um the router password is used only to log in to the Linksys app and then to the web interface settings. So you can create any password you prefer for this one. At least 10 characters, one capital letter, a number, special character, uh do not put double letters or double numbers there in order. 4d Lynx adjac app there only. Yes, it's different with the Wi-Fi password that you have associated with the Wi-Fi name to connect to the internet. This one is to log into the app. And then take a screenshot as well before you save it or click next for reference.
35:00
Speaker 1
yeah all righty it says the Wi-Fi is created uh it says it's looking for the child nodes a
37:00
Speaker 2
Okay, and then what's your option now, sir? Okay.
37:00
Speaker 1
Okay, it found it. Um, there's two options. Yes. Should I click next? Uh, it says, help us, it says, help us help you. Automatically automatically send error reports to Linksys. Should I just agree to that and click next? Okay. Alrighty, it says Stefano House is ready. Okay. Going to dashboard now. Okay.
38:00
Speaker 2
you click next next. Yes, sir, and then I think it will ask you to move the child node but I'll do that one later yes proceed. Yes, proceed. Yes, sir. Yes, sir. Okay. Go to dashboard, sir, for the option. [silence]
38:00
Speaker 1
I'm on dashboard. Yes. Okay. Yeah. Um, it says power is on. Nodes are within range. Oh, hmm. Yeah, one shows the router and then the other one is the Linksys and it says it's offline.
39:00
Speaker 2
Okay. And then is it saying Sir Internet? Not online for your WiFi name. Okay. And then how many nodes showing there, sir? two. Can we select that one, sir? and then what's the color of the child node?
39:00
Speaker 1
Is a blinking red. Okay. Okay. My phone loaded very quickly when I searched up something. Let's go and check my TV.
40:00
Speaker 2
right now blinking red okay let's let that one server for another three minutes let's just make sure if that one will reconnect but if not we will re add that one back to the network so let's give it like three minutes and then while we're waiting you can try your divisor you can just access any website where if you often visit let's see if you can pull it up and then you can also try other device just to make sure that they're back online now while we're waiting for the cloud node
40:00
Speaker 1
Okay. Yeah, my TV works too. Are calls usually this long? In-in your experience, are calls usually this long or is it just usually, like, five minutes and the call's over? Huh. Man, those are-those are probably fun ones for you, huh? Oh, man. Okay. The, uh, the child note is solid blue now.
41:00
Speaker 2
Okay, that's good. [silence] I'm sorry, sir. [silence] No, sir, it will actually really take long. We also have cases where it will take, uh, it will actually take us like two hour, uh two hours and thirty minutes to resolve the no internet concern.
41:00
Speaker 1
Let me look. Okay, yep, it shows both of them online. I think I'm good. Okay, perfect.
42:00
Speaker 2
Okay. So you can you can unplug this child node now sir and then move it back to your bedroom. Then let's just wait another three to five minutes because it will automatically reconnect back to the parent node once it fully recovered. Would you like me to stay on the line while you're moving the child node or you're good for now? Okay. So just unplug that one sir, move it and then just give it like three to five minutes. It will just automatically show back online on the Linksys app once it's blue.
42:00
Speaker 1
I am all set. Yeah, of course. Thank you. I appreciate it you, too. All right, bye-bye.
43:00
Speaker 2
All right. So, um yeah, if any case or if you have any concerns regarding your lenses just give us a call so we can assist you. Do you have any follow up questions for me? Okay, that's good. So yeah, thank you so much sir for taking almost like 45 minutes with me on call. But thank you so much for taking the time to calling there. Have a good day. Okay, you take care. Thank you, sir. Bye bye.
43:00