V2 Rubric Detail — cba64a16-6697-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:49
Duration
10m 9s
Contact
John Lynch
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133294
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (-27.7)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting or provide free technical guidance despite the customer’s clear need after a factory reset. Offering only self-help or paid support without attempting resolution violates OOW best-effort standards, resulting in an unresolved case with high customer effort and no empathy demonstrated.

V1 Case Analysis

Customer reset WHW03 V2 router; lost connectivity. Agent confirmed factory reset clears settings, offered self‑service via support site (incorrect URL provided) and paid‑support option, created ticket LTS00133294 and promised instructional email. No step‑by‑step reconfiguration performed.

Troubleshooting Steps
  • Verified serial number and identified model as WHW03 V2.
  • Informed customer that factory reset erases all settings and requires re-configuration.
  • Provided self-service options and offered paid-support session.
Key Observations
  • Agent provided an incorrect URL (support.linkssys.com) at [06:00], which is a critical accuracy failure that could mislead the customer.
  • Agent did not walk the customer through any concrete setup steps (e.g., connecting to temporary Wi-Fi, accessing http://myrouter.local, configuring WAN).
  • Agent failed to verify modem/WAN status before offering self-help, missing a key troubleshooting step.
  • Agent repeated mishearing of serial/model information caused confusion and inefficiency.
  • Call ended without confirming customer understanding or ability to proceed independently.
Positive Highlights
  • Collected serial number and identified the correct model (WHW03 V2) despite initial confusion.
  • Clearly explained that a factory reset erases all settings and requires re-configuration.
  • Created a ticket (LTS00133294) and promised to email instructional videos.
Agent Errors / Gaps
  • Provided a misspelled support URL (support.linkssys.com) at [06:00], which is a materially incorrect technical instruction.
  • Failed to give step-by-step re-configuration guidance after reset.
  • Did not verify modem/WAN status before offering self-help.
  • Repeatedly misheard serial/model information, causing confusion and inefficiency.
  • Did not confirm customer's ability to access temporary Wi-Fi or web UI before directing to self-service.
  • Did not correct or clarify the incorrect URL after repeating it multiple times.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered only self-help website or paid support without resolving the issue or guiding through reconfiguration.
R2 Not Met Diagnostic thoroughness conf 93%
No diagnostic steps performed (e.g., checking LED status, WAN connection, or login to router); only collected model/serial.
R3 Not Met Correct resolution path conf 92%
Declared device OOW and offered no best-effort troubleshooting path (e.g., factory reset confirmation, setup steps), violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified symptom (no connection after reset) and model number, but did not ask about LED state, internet port status, or attempt root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use or direct customer to any tools (e.g., accessing http://myrouter.local, checking WAN status, or verifying DHCP) despite needing configuration verification.
T3 Partially Met No misinformation conf 85%
Correctly explained that factory reset erases settings, but provided misspelled URL 'support.linkssys.com' and failed to guide through actual re-setup steps.
Communication
C1 Partially Met Clear & professional language conf 84%
Set basic expectation about warranty status but lacked clear structure, had long silences, and did not control flow effectively.
C2 Partially Met Confirmed understanding conf 83%
Provided options but used technical terms without confirming understanding; communication was transactional and not adapted to customer frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Remained on call and offered resources but did not take ownership of resolving the configuration issue or walk through setup steps.
O2 Met Proactive follow-through conf 92%
Promised email with instructional videos, provided ticket number, and clearly outlined two next-step options.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case 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 nature of the 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%
No empathy expressed for customer’s frustration; only generic apologies for interrupting, not for the situation itself.
X2 Not Met Tone & rapport conf 88%
Did not adapt tone or pace to customer’s emotional state; remained procedural despite customer expressing distress.
X3 Not Met Overall experience conf 89%
Increased customer effort by directing to external site and paid service instead of guiding through available free reconfiguration steps.
Call Transcript20 turns · 21 lines
Speaker 1
Hi, I need to connect to my Linksys router. Um, they had me reset it. I hit the reset button with my internet provider, and now that none of the modems work. Now none of the routers work. right. Correct. It is, yes. Oh, okay. The serial number is 20J2060B826678.
00:00
Speaker 2
Okay. So you have no connection with your Linksys router after the after you reset it. Yes. Okay. But your modem is working just fine right. Okay, so I can have the model number and the serial number of your Linksys device. Just try to look underneath it. [Silence] Let me verify that if I get it right. It's 20, J4 drone 2060.
01:00
Speaker 1
Correct.
02:00
Speaker 2
D? David 8-2-6-6-78. Okay. Let me just check this serial number. Okay. What about the model number, sir? Do you see any - any model number? Try to look at the front. Is it WHW? It's not, okay. Try to look at the front. The device. Hmm. Yeah, I think that's WHW something. Is it WHW-03? Do you see anything like that on the uh device itself?
02:00
Speaker 1
any other marketing but link shot and I have a now you know like a name which is you know underscore develop set up six DB and you know it has a password okay eight the letter the number eight eight correct my name is John Lynch
03:00
Speaker 2
20 for John 206 0 D as in David and then the number 8 or A for Apple. The number 8 and then 2678.
03:00
Speaker 1
L-Y and sea H John. Correct. It's optimum. Okay. It is optimum and it's an artesian or. daemon. Optimum online. Right.
04:00
Speaker 2
and your email address John? Okay, so that's Jeff at FEE, the, uh, I mean, the letter I, the number two, the letter I dot com. and who is your Internet provider? Optimum. Opt online. Yeah, okay. Yes, all right. So I think you have there a WHW-ZERO-3, sir. Now how long have you been?
04:00
Speaker 1
A couple years, I'd say. Three. All righty. Okay, here we go. W-H-W03 V2.
05:00
Speaker 2
um using this device just an estimate how many years three years okay yeah can you see any anything on the device itself anything that says WHW0 something cuz uh I really need to verify the model number okay yes that's the model number WHW03 all right thank you for that information okay and Sir John just to set your expectation this device WHW03 is already out of warranty sir that just means it's no longer
05:00
Speaker 1
OK. That's at. . Support. linksys.com. dot com support. linksys.com. Got it. Is the parent node different than does the parent node have different markings on it than the other nodes?
06:00
Speaker 2
we can't send the free technical support. However, we can give you two options. it's either you go for our website, which is support.linkssys.com. you can find there articles on how to reconfigure this device. you need to configure the parent node first, which is the main one connected to your modem. and then once the parent node is configured, you can add a child node. the website is support.linksys.com. okay. we, you can also take advantage of our AI tools at the bottom right. now, that's the first option. the second option is our, yeah, support. support.linksys.com. that is correct, sir. yes. yes. and the
06:00
Speaker 1
I sank. okay, but there's no... okay. I sank. okay. [silence] You know, I'm gonna call back. I'm gonna try to do it, um, just cause, you know, I, you know, I
07:00
Speaker 2
same, but the serial number differs. Same as the the network name and the password. They have different uh Mac address as well. So the the details at the bottom, they're different. But they they're they're their functionality, they're all the same. the three notes. It's just a it will just differ with a configuration. Okay? And uh the second option, Mr. Lynch is our paid support service. Okay? Paid Connect, we call it paid Connect. Uh this will cost you $15. lasting for 60 minutes of troubleshooting and this service is non refundable. So I can walk you through the process if you will pay for the service. So how would you like us to proceed?
07:00
Speaker 1
I just pressed the reset button and now nothing connects. they advised me to do that at optimum but it was a big problem now. I have a lot of devices to make. Go ahead. No, you please go ahead. That's much more important. Your information is much more important. Um, what does it do? erase everything? Does it erase everything, in other words? Like I had a whole, you know, um, so that was bad advice, you know, from that person. Right. Right.
08:00
Speaker 2
uh huh yeah yeah if you want listen yes go ahead sir sorry [silence] okay no, it's okay. It's okay. Sorry for interrupting. [silence] sorry for interrupting. go ahead sir [silence] that is correct [silence] yes once you reset the device to factory default it will remove the current settings so you really need to reconfigure that [silence] now these devices are not plug and play sir you need to have it configured in order for it to communicate with your modem [silence]
08:00
Speaker 1
I say, and that's okay. Well, thank you very much and I appreciate that. Thank you. Okay. Okay. yes. Let me write this down. Yeah, go ahead. Okay. Okay, great. Thank you.
09:00
Speaker 2
Okay, but no worries. I'll also send you an email, Mr. Lynch. Okay. From this email, there are instructional videos um, wherein it will show you how to add the parent node as well as the um, child notes. You're very welcome, sir. All right. So, you can always give us a call back if you change your mind. So, thank you so much for your time. Uh, by the way, let me just give you the ticket number. You may take note of the ticket number. Yes, ticket number is L for Lima, T for Tom, S for Sam, 00133294. Okay. [silence]
09:00
Speaker 1
Okay. I might call back. Thanks. Bye.
10:00
Speaker 2
Thank you so much for your time, sir. And thank you for calling Linksys, this is Zappy. You do have a great night. Yes.
10:00