V2 Rubric Detail — bccf0d1c-7596-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 21:49
Duration
6m 3s
Contact
702-242-3217
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall8.1% (-47.9)

V2 Grader Summary

The agent failed to resolve the child node issue, conducted no meaningful troubleshooting, provided technically incorrect LED guidance, and did not take ownership or set clear next steps. The customer was left to self-solve via a guide, resulting in an unresolved outcome.

V1 Case Analysis

Customer’s WHW03 child node reset to factory defaults after pressing red button; Ring cameras offline. Agent advised reset and re-add, offered $15 paid support, and promised to email a guide. No verification performed.

Troubleshooting Steps
  • Identified model (WHW03) based on LED description.
  • Advised factory reset and re-add of child node.
  • Offered to email a guide and mentioned paid-support option.
Key Observations
  • Agent inaccurately referred to 'sales link sys' instead of the correct support URL (support.linksys.com) at [02:00].
  • Agent failed to provide correct factory reset procedure (hold reset 10–20 seconds) as per KB for WHW03.
  • Agent offered $15 paid support without confirming warranty status or eligibility.
  • No verification of the fix was performed before ending the call.
  • Model number was only identified after customer described LED color, not proactively.
Positive Highlights
  • Agent remained polite and acknowledged the customer’s frustration and fatigue at [03:00].
  • Agent correctly identified the WHW03 model and interpreted the red/pink LED as a fault state at [04:00].
  • Agent offered to send a written guide to assist the customer.
Agent Errors / Gaps
  • Did not collect product serial number or confirm warranty status early in the call.
  • Offered paid support without establishing eligibility or confirming coverage.
  • Provided an inaccurate reference to 'sales link sys' instead of the proper support URL (support.linksys.com) at [02:00].
  • Failed to give the correct factory-reset instructions per the KB (hold reset 10–20 seconds until light changes).
  • Did not verify whether the suggested reset resolved the issue before ending the call.
  • Mischaracterized the troubleshooting process as 'same steps' when paid support was offered, without clarifying added value.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the child node issue or restored camera functionality; only offered to send a guide and mention $15 paid help.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting steps were taken; agent did not ask diagnostic questions or walk the customer through reset procedures.
R3 Not Met Correct resolution path conf 92%
Agent did not determine warranty status or choose the correct path (e.g., best‑effort OOW troubleshooting, RMA, or clear limitation explanation).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. He did not ask about the current LED state until the customer volunteered it, did not verify the model before giving LED advice, and did not identify a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or resources were used. The agent did not direct the customer to the local web interface (http://192.168.1.1 or http://myrouter.local) to verify node status, which is the primary method for managing mesh systems per the KB.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information regarding LED colors for the WHW03. He claimed it shows 'solid pinkish red or magenta' for setup/ready state; however, the universal_factory_reset.md and led_cog_mesh_group_d_spnm60_62.md (and general Velop standards) indicate that a node ready for setup must be solid blue.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked clear framing, expectations, or a structured plan; agent drifted and offered a guide without a roadmap.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and said “I understand,” but did not verify the customer’s comprehension or adjust terminology as needed.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; he offered to send a guide but gave no commitment, and did not follow through before ending the call.
O2 Not Met Proactive follow-through conf 90%
No concrete next‑step timeline was set; only a vague promise to “send a link guide.”
O3 Not Applicable Closure confirmation conf 80%
No prior case history was referenced; this appears to be a first‑time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 85%
No escalation was performed and none was clearly warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said “I understand” and thanked the customer, showing some empathy, but did not explicitly acknowledge the customer’s fatigue or frustration.
X2 Partially Met Tone & rapport conf 86%
Agent remained polite but did not adapt tone or pacing to the customer’s exhausted state.
X3 Not Met Overall experience conf 91%
Customer was left to repeat information and perform the reset themselves; agent did not reduce effort by handling steps on the call.
Call Transcript12 turns · 12 lines
Speaker 1
Yes, I called earlier, I have a reply number and I'm about to enter that I I got she's
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, 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. My name is Gerald Dequino.
00:00
Speaker 1
She said she would send me the instructions or I could pay $15 for you guys to help me. What happened was I had pressed the red button and it took the, my, child back to parent, back to factory settings. Yeah, do you know how to do that? I mean, are these instructions? Should I, is it that you put your, your, your IP address into a URL? Okay. I could, I should probably try. Um, if I were to buy a new device, is it easy for me to put it together and install it myself?
01:00
Speaker 2
Okay, so, does that mean you wanna pay the $15? Yeah, that's correct. That's correct. Yeah, and...
01:00
Speaker 1
but it should be plug and play. Okay. Can I ask you one more question? If if the parent is still alive and the child is back in factory setting mode, what it's done is disabled all of my ring cameras. Um, is that all it's going to do? All of my other devices that are plugged in will work okay with the parent? Okay. Okay. What would another Wi-Fi extender connect anything that wasn't within range?
02:00
Speaker 2
Normally, it should be plug and play, but if you want to give it a Wi-Fi name and configure the settings, you can give us call back at our sales link sys. But yeah, it should be plug and play. As long as they're within the range of the parent node, then yes. Within range. A regular range extender... [silence]
02:00
Speaker 1
Okay. Okay, because I've got my camera, one of my cameras getting, it's, it's, it's, this has just been really hard, and I just don't want to mess it up. I think I'm going to try. I'll use her directions because right now the child mode isn't red. It's already been plugged and unplugged. It's about 10 ft away. And I've been doing this since 9:00 this morning, and I'm actually spent. I'm burnt out doing it. And I've had Apple on the phone with something else entirely and by the time I got to this, I'm really tired. So, I'll just follow.
03:00
Speaker 2
Understand. So you want to try to add the child node first?
03:00
Speaker 1
No, it's like, well it looks red. Yeah, it's red, red it's red, red. Okay. Thank you. I really need help Uh
04:00
Speaker 2
The model number WHW03, sometimes it will not show you solid purple, but rather solid pinkish red or magenta or kind of like a reddish pink, oh yeah pinkish red, look at like that. Not really purple. Is that the light right now? It's a red red. Okay. Well, you can try to reset that and add it back. I can send you another uh link guide that you can try, see that will help.
04:00
Speaker 1
I do. So, and I just don't want everything to go down, you know, on, at one time on me. Now how, if I paid $15, how would you help me? Oh. Oh, thank you. Okay. I appreciate that. I really do. Thank you very much. It's very nice of you. Thank you. Okay. I'll try that. Okay. Bye bye. [silence]
05:00
Speaker 2
Do you have questions or something else you want to add? It's just basically the same. So the one, the the guide I'm going to send to you, it we're going to do that, but the difference is I'm I'm walking you through over the phone. So it it's just basically the same. Same steps. [sound of cracks] Okay. All right. There. Oh boy.
05:00