V2 Rubric Detail — bf5a625e-7fb7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 19:10
Duration
21m 53s
Contact
438-832-2177
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137133
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 re-configuration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.8% (+32.8)

V2 Grader Summary

The agent successfully restored the primary WHW01 router to working order using correct reset procedures but provided factually inaccurate LED color expectations (T3 Not Met), contradicting KB guidance. The case achieved partial resolution as the upstairs Wi-Fi extension remains pending hardware acquisition. Ownership was maintained with clear next steps, though communication had framing and empathy gaps. No auto-zero triggers were present.

V1 Case Analysis

Customer cannot see Wi-Fi network on WHW01 (red LED). Agent performed 15-sec reset and 5-press escalation. LED turned green but internet connectivity unconfirmed. Advised to obtain power cable for second router and call back.

Troubleshooting Steps
  • Verified model (WHW01) and serial number
  • Instructed 15-second factory reset
  • Incorrectly guided customer through 5-press escalation procedure
  • Checked LED status after reset (green LED observed)
Key Observations
  • Agent incorrectly used 15-second factory reset as first troubleshooting step for red LED WHW01 instead of power cycle or connection check per KB
  • Misused 5-press method as a remediation step rather than diagnostic tool; provided incorrect LED expectations (purple/magenta)
  • Falsely declared internet working based on green LED without customer confirmation of connectivity or Wi-Fi network visibility
  • No validation of core issue resolution - Wi-Fi network still not visible or connectable
  • Agent accurately captured customer email and created ticket but failed to verify functional outcome
Positive Highlights
  • Collected model number and serial number early in the call
  • Created HappyFox ticket and provided ticket number (137133) to customer
  • Offered clear next step: obtain power cable for second router and call back for setup
  • Accurately captured customer email address (ebearkx1@gmail.com)
Agent Errors / Gaps
  • Provided incorrect reset procedure: 15-second factory reset not appropriate first step for WHW01 with red LED
  • Misapplied 5-press method as fix rather than escalation/diagnostic tool per KB guidance
  • Gave incorrect LED expectations (purple/magenta) - WHW01 shows solid blue for normal operation
  • Falsely confirmed internet functionality without customer verification of connectivity or Wi-Fi visibility
  • Failed to confirm resolution of reported issue (Wi-Fi network still invisible)

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent resolved the primary router's connectivity (green light, internet working) but the customer's core need—extending Wi-Fi upstairs—remains pending due to missing power cable for the second router.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted reasonable troubleshooting: confirmed physical setup, executed factory reset (15s hold) and 5-press diagnostic, leading to successful router initialization and internet access.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty (acquired from friend) but proceeded with full best-effort troubleshooting instead of dismissing the case, aligning with OOW policy.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified key symptoms (solid red LED, no Wi-Fi network), confirmed modem connection, and used reset procedures appropriate to the observed failure state, logically advancing diagnosis.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used valid physical-layer diagnostics (LED behavior, reset sequences) effectively for initial setup but did not access admin interface or check WAN status, which would have further validated connectivity.
T3 Not Met No misinformation conf 100%
Agent incorrectly described expected LED colors ('solid purple', 'blush purple') for WHW01. KB (universal_factory_reset.md) specifies the light should be 'solid blue' to indicate readiness; this material inaccuracy contradicts documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control and guided through steps but had long silences, repeated requests for information (name/email spelling), and lacked clear framing or transition statements.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms without simplification (e.g., 'blush purple LED') but successfully led customer through complex steps; no explicit comprehension checks, though customer confirmed actions and outcomes.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting without transferring, and committed to continuity via ticket number (137133) for follow-up when power cable is obtained.
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps (obtain power cable for second router), instructed to call back with ticket number, and set clear expectations—actionable and documented.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact ('Is this your first time calling Linksys?'); no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was resolvable at L1 with appropriate steps.
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 85%
Agent did not express empathy explicitly but remained patient through customer pauses/repetitions, stayed solution-focused, and closed politely ('Have a great day').
X2 Partially Met Tone & rapport conf 80%
Agent maintained consistent pace and tone, adapted slightly by repeating instructions, and confirmed progress ('YouTube... pretty quick'); customer remained engaged and completed all steps.
X3 Partially Met Overall experience conf 80%
Customer repeated name/email spelling (needed for record), but agent did not repeat unnecessary steps; each action had diagnostic purpose. Avoidable friction minimal.
Call Transcript40 turns · 42 lines
Speaker 1
Yeah, so basically, um, I got, um, uh, do you, do you speak French? Yep. Yeah. So basically, I can't, like, you know, to configure the links, this, I have to
00:00
Speaker 2
welcome to linksy 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] hi thank you for calling linksys technical support my name is Ellie how can I help you uh this is from link sys uh yes um is there any problem with your linksys router uh can you tell me exactly what is happening right now
00:00
Speaker 1
to connect to the network, but I can't find the network. it's a red. uh no because I can't find it. No, I never used it. Well, I have two of them, but only one is like plugged, so the other one doesn't have any, you know, like it's not plugged. [silence]
01:00
Speaker 2
uh, okay. uh, can you tell me what is the LED light that shows from the router? Did you customize the Wi Fi name of your Linksys router? Okay. So it should be, uh yeah but before when it was working, when it was. Oh, okay. So, but you do have an existing or you have a working Linksys router right now? Or this is the only one Linksys router that you have. Um, are you trying to set up this router?
01:00
Speaker 1
no i'm trying to set set up uh i think so yeah yeah uh the model is a WHW01 serial number is 25 F 11 M 36 A 22 187
02:00
Speaker 2
Well, this is for an initial setup. OK. Can you give me the model number and the serial number of your Lynksys router? Even just for -- or on the main one. The one that will gonna be hooked up directly to the modem Uh-huh. Uh-huh.
02:00
Speaker 1
It's three six three six eight. Yeah, exactly. Excuse me. No.
03:00
Speaker 2
if I got it correctly uh that is two five S for Sam one one M like Mary two six A like alpha two okay three six A three six A like alpha and then two two one eight seven okay thank you so much and to confirm this is the one that is hook up directly to your modem uh this router or the one that you just provided me earlier is this router hook up directly to your modem or is it connected wire directly to the dome
03:00
Speaker 1
um, the one I cited, you know, like the serial number, W H W O W 1 can you repeat that, please? okay, I'll do that. I'll be right back.
04:00
Speaker 2
which one of your linksys router is the main one? okay, okay. So if this one will gonna be standing as a main router, so this router should be hooked up directly to an Internet source. Can we do it, please? Can you put an ethernet cable from your modem to the linksys route. So the linksys route? okay. [silence] So, are you done doing it or?
04:00
Speaker 1
Hello it's done? Yes. It will be Aziz. So the first name will be T. C.H
06:00
Speaker 2
Okay, it's done, so, uh, let's wait for like about a minute or two, so just to make sure, is this your first time calling Linksys? Okay, uh, let me just go ahead and create the record. Can I please have your first name and your last name? Uh, can you help me spell out your first name and your last name please?
06:00
Speaker 1
E-BBI Zaz Zaz will be the Z
07:00
Speaker 2
A-Z-I, and then another A-Z-I. Okay, AZ-I-Z. Okay, and can you also give me your active email address, please?
07:00
Speaker 1
e be a r k x one at commercial gmail.com. Say that. X X one at commercial gmail.com. Yeah, exactly.
08:00
Speaker 2
I'm sorry. So, what I have here is that V-E-D-A-R-K and then the number one, X one, X one, X one, X one. Is it like at gmail.com? [silence]
08:00
Speaker 1
Yeah, well, basically, I just have, like, one lexis plug. The other one is currently, like, not working. And I have a lexis router. Yeah. Uh, only one of them. Only one of them. Uh, nope. I don't really know. Honestly, I got it from my
09:00
Speaker 2
Oh yeah, so how many Linksys routers you have? Do you have two, three, four? Okay, only one. And did you just got this router today? How long would you say that you have this Linksys router?
09:00
Speaker 1
because i have some wi-fi problems here yeah let me check nope it's uh it was blue for a moment now it's red again bill
10:00
Speaker 2
Oh, okay. Okay. Got it from a friend. So, did the LED light change from the router? It's ratigan. By the way, who is your Internet service provider? Okay. Thank you so much. So, basically, this will be considered an initial setup since you just got it from a friend.
10:00
Speaker 1
It was like a while ago, but I didn't use it because I didn't have Wi-Fi problems. Now I do, so I'm trying to like resolve my Wi-Fi problem with them.
11:00
Speaker 2
So, you got it from a "friend", but did you just "receive" this "routers" today, or just "yesterday"? Okay. So, for this one, sir, since we cannot "locate", or we cannot really "provire" an "estimation", regarding, like, when did your "friend" got this "router". So, I'll be using today's "date", but I will "tag" the "device" as out of "warranty" still, okay? Just to give you an "hutup", but still, it's
11:00
Speaker 1
Alright. [silence] Oh, you get a [silence] Alright. 20 seconds. [silence] Above. [silence] All right.
12:00
Speaker 2
I will still providing you some support on this router. Okay. Okay. So uh, sir, I just finished creating a record. And then um, since the router is still showing solid red and it's already connected wired directly from the modem, right? Okay. Now what I want you to do next is to press and hold the reset button of your WHW01 for 15 seconds. Yeah, press and hold the reset of your dWHW01. fleshing it. Okay. Yeah,
12:00
Speaker 1
Yes. Yes. Exactly. Kind of blue purple. Yeah. [ silence ]
14:00
Speaker 2
and uh, by the way sir, just to confirm, so the other end of the ethernet cable is connected to the internet port of your linksys router, correct and then the other end is on the modem. Okay. So we are expecting a solid purple light from your WHW01 or a color magenta. Okay, blush purple. So what I want you to do next. Okay. So uh, give me a moment.
14:00
Speaker 1
five seconds. it's done. It's now like orange endemic and blinking, yeah.
15:00
Speaker 2
So, what I want you to do next, sir, is press again the reset button, but in this time, I want you to press the reset button only for five times, okay? So do it like press, no, five times, like press, release, press, release. So don't do it uh too fast and don't do it also like kind of slow. So, just regular pressing. You know? Yeah. So press, release, press, release, press, release, do it for five times.
15:00
Speaker 1
It's just, it's a, it's a kind of like orange and it's blinking. Mhm. My, all right. All right. Um, do I have to keep it like near the, the modem or can I like bring it? Oh, yeah.
16:00
Speaker 2
So what LED color are we, I mean, we are expecting next is a, the green or a solid green, okay? Ah, yeah, that process will going to be taking like, I mean, it will take for about a maximum of three minutes. But after that blinking, we should expect a solid green light from that router, okay? Let's just give it some time. Yeah. Yes, it should be connected wire directly, directly. [silence]
16:00
Speaker 1
Uh-huh. Well, I have another. I just don't have the, I just don't have the, yeah, exactly. Because, like, my goal right now is to have, like, Wi-FI to bring it up upstairs because it's not working upstairs, and the modem is down there.
17:00
Speaker 2
To the modem since you only have one link to this router. Power cord. Okay. So, yeah, you can put. I'm sorry. Oh, yeah, I totally catch your point but for this one since you only have one link to this router that is currently working. So, this one should be hooked up directly to your modem. Now, you need to purchase a power cable for the other one if it doesn't have any power cable. But if you're talking about the Ethernet cable, will the other one can absolutely work. [silence]
17:00
Speaker 1
Alright, so right now it's green. A what? Uh huh. Like on my on my phone? All right. Oh, yeah, I got it. That's connecting.
18:00
Speaker 2
We just need to set that one up to act as an extender. Okay. Can you look for its default Wi-Fi name? So there is an information under that router that says name or Wi-Fi name. Look for that Wi-Fi name information. That should start with underscore velop setup. Yes. On your phone. Okay. I want you to connect the phone on that network. It's connected. Okay. Now try to run a speed test.
18:00
Speaker 1
All right. YouTube. Yeah. Yeah, I've done it. It's pretty quick. No, no, I understand. All right. Yep. Yes, absolutely. [silence]
19:00
Speaker 2
uh like continue running the speed test and tell me if you are getting any results okay uh okay so the internet is now working right okay so the internet is
19:00
Speaker 1
No. Unfortunately, I don't. That's the problem. It's a 12v cable. Uh-huh.
20:00
Speaker 2
is is now working on your WHW01. Now regarding with the other Linksys router, do you have the power cable on that one? Okay. So you need to get or you need to buy a cable that should match the requirements so that we can set up the other one. So since the main router or the main Linksys router is now up and running and we can confirm that it is perfectly working. So when you get the power cord for the other Linksys router, give us a call back so that we can help you out setting up the other one and then we can put it back to the second, I mean we can deploy it to the second floor. OK? Alright. So if you or you know the,
20:00
Speaker 1
yeah [silence] wait a minute [silence] yep [silence] yeah. [silence] alright [silence] All right, thanks so much. [silence] No, thanks so much. have a great day. [silence] goodbye.
21:00
Speaker 2
You need to call us back, give this ticket number to the next representative. Can you write it down for me? Okay. The ticket number is 137 133. All right, so that's the ticket number. Give us a call back when you already have the uh power cord for the other links, správně? Okay. Thank you so much. So would there be anything else that I can help you with? Okay, you too. Have a good one. Bye-bye for now.
21:00