V2 Rubric Detail — cbbcc9c4-6e55-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:16
Duration
23m 19s
Contact
Robert Eddington
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134286
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_unable to login using the LSWF

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+3.9)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered appropriate paid support with self-help steps, but failed to resolve the core connectivity issue. Troubleshooting was incomplete—missing key steps like power cycling—and while technically accurate, the interaction lacked empathy and clear next-step timelines. The outcome remains unresolved due to no confirmed resolution or escalation.

V1 Case Analysis

Customer unable to locate WHW03 router in Linksys app; extender node unresponsive (solid blue LED). Agent provided incorrect troubleshooting (Smart Wi-Fi discontinued, wrong reset procedure) and offered paid support ($15) due to out-of-warranty status.

Troubleshooting Steps
  • Confirmed Wi-Fi connection to the router.
  • Advised using router password via local web UI (192.168.1.1 / myrouter.local).
  • Suggested reinstalling the Linksys app.
  • Provided incorrect factory reset procedure (30 seconds, wait for blinking red).
Key Observations
  • Agent incorrectly claimed Linksys Smart Wi-Fi (linksyssmartwifi.com) is discontinued (contradicts KB: remote access is still supported for WHW03).
  • Provided wrong factory reset procedure: stated to hold reset button for 30 seconds and wait for blinking red (correct procedure is 10–20 seconds until light changes, per universal_factory_reset.md).
  • Did not verify warranty status via system lookup before stating it was out of warranty.
  • Failed to acknowledge customer frustration or control the call effectively.
  • No meaningful technical triage was completed before offering paid support.
Positive Highlights
  • Correctly identified the product model (WHW03) from serial number.
  • Provided accurate local access URLs (192.168.1.1, myrouter.local).
  • Suggested reinstalling the Linksys app, which is a valid troubleshooting step.
  • Offered a clear next step (paid support) when the device was out of warranty, per protocol.
Agent Errors / Gaps
  • Incorrectly claimed Linksys Smart Wi-Fi is discontinued (transcript [14:00]–[15:00]); contradicts KB: remote access via linksyssmartwifi.com is still supported for WHW03.
  • Provided wrong factory reset procedure: stated to hold reset button for 30 seconds and wait for blinking red (transcript [21:00]); correct procedure is 10–20 seconds until light changes, per universal_factory_reset.md.
  • Failed to confirm warranty status via system lookup before stating the device was out of warranty.
  • Did not acknowledge customer frustration after repeated complaints about app slowness and connectivity issues.
  • Gave vague and repetitive instructions without validating each step, leading to inefficient troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support and self-help steps but did not resolve the core issue of the router not being detected in the app or via local IP; no confirmation of connectivity or access was achieved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent asked about Wi-Fi connection, serial number, ISP, and suggested using local web UI and a reset, but skipped essential steps like power cycling the router or testing connectivity via Ethernet.
R3 Met Correct resolution path conf 93%
Agent correctly identified the device as out-of-warranty (WHW03, discontinued cloud support) and offered a one-time paid support option while still providing actionable self-help steps (local access, reset), aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 84%
Agent gathered relevant information (Wi-Fi name, connection status, app behavior) and inferred cloud deprecation as a likely cause, but did not systematically isolate variables or confirm root cause (e.g., firmware version, local network settings).
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote session, logs) were available or necessary; agent appropriately relied on customer observation and standard KB-backed guidance (local UI, reset procedure).
T3 Met No misinformation conf 96%
Agent accurately explained the discontinuation of SmartWiFi.com for WHW03, correct local access URLs (192.168.1.1, myrouter.local), and proper reset duration (hold until LED blinks red and turns off), all consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but had multiple unexplained silences, repeated prompts, and lacked a clear structure; transitions between topics were abrupt and not well-framed.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms but occasionally assumed knowledge (e.g., 'parent node', 'extension node') without checking understanding; did not adapt pacing despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent created a case ticket, stayed on the call, did not transfer, and took responsibility for follow-up via email and callback option.
O2 Partially Met Proactive follow-through conf 77%
Agent promised to email setup steps and mentioned paid support as a next step, but did not specify when the email would arrive or set a clear timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted (issue was within agent scope, no hardware fault confirmed).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and professional but did not explicitly acknowledge the customer's frustration or repeated failed attempts; missed opportunity for empathy despite clear signs of difficulty.
X2 Partially Met Tone & rapport conf 81%
Agent maintained a steady tone but did not adjust for customer confusion (e.g., repeated 'connecting' message, missing SSID); continued with instructions without confirming comprehension.
X3 Partially Met Overall experience conf 79%
Agent suggested app reinstall and reset—steps that increase customer effort—without first confirming simpler fixes (e.g., checking Wi-Fi name on label, power cycle), adding complexity unnecessarily.
Call Transcript37 turns · 42 lines
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.linkss.com. Please have your device serial number ready. For assistance, press 1. Now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1. Now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again: [silence]
00:00
Speaker 1
Thanks. Thank you. Yes, my system, for some reason, doesn't find the router when I go to get in. [silence] Yes, I can't. My system, for some reason, doesn't find the router when I go to get in. [silence] Yes, I can't. My system, for some reason, doesn't find the router when I go to get in. [silence]
01:00
Speaker 2
press 8 please select from the following options for in warranty products our support team is available to help with performance and hardware issues please have your device serial number ready for assistance press 1 now for out of warranty products please have your devices 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 this is how can help Okay um are you using sir the app or the web [silence]
01:00
Speaker 1
Yes. Two links the sapp. C T I Um it is same, Hey, a C T I what's that? ya there Correct. It is two zero, Jay 0 1. 6. zero, seven, nine, two, six, nine, three, three.
02:00
Speaker 2
Okay. who's your internet service provider? Sir. that's tango pine india. um, the tpi, sir, for you. that's your internet service provider, right? Okay. So, um, can I have the serial number of your links, sir? just to double check.
02:00
Speaker 1
I just I don't know. I just done a regular login and got logged in but then it uh showed to try to find my router and it said it couldn't me find my router. Am I connected? What? Yes.
03:00
Speaker 2
2 0 6 0 7 9 2 6 9 3 3 okay, thank you so much, double check. This one is showing as the WH Wood so on the Linksys app, Sir, what have you tried so far, how did you log in on the app?Sorry, [silence] Are you connected to the Wi-Fi router? Are you connected to the Wi-Fi of the Linksys? Like is your phone connected to the Wi-Fi okay. Okay. And do you have an internet connection, sir, when you're connected to the Wi-Fi of the Linksys? Okay. Well, usually, sir, for the WHW03, we actually did an update on this one. So if you are trying to login using your email, we have already discontinued the using of the Linksys' SmartWiFi.com. So that affects the Linksys account where you used to login using email address and password. So you can login manually. If you want to monitor the WHW03, you can login using the web browser only, which is the 192.168.1.1 or the myrouter.local.
03:00
Speaker 1
Oh, not sure about that. okay okay okay okay okay you logging out Okay, did you log out? Okay, did you, now I'm adding this extender is not working or something I guess so that could wait a minute.
05:00
Speaker 2
If you are connected to the Wi-Fi of your Lynxies and you have internet, instead of email, do you have an option to log in using router password? Can you log out on where you're at right now on the app and then try to log in again? Let me know what are your options?
05:00
Speaker 1
it's doing that. Oh, because it's super Slow. I don't know what you're doing. I'm not sure. I have I have two different ones. I have one out in my shed and it seems to be working perfectly. I can be way away from the router and it's working fine. And then when I go in the other room in the house, where I have this extender and it goes to unconnected. But that's why I was about to say the the light on it is blue. Is that the correct color? [silence]
06:00
Speaker 2
When you say extender, is that one of the WHW03? Is that the same model that you have on your main one? Okay. Okay. What's the color led light of that extender sir? Sorry. That's the correct color. Yes. If the WHW03 is online, that means that you have [silence]
06:00
Speaker 1
I'm on Manage Your Wi-Fi Setup a New Wi-Fi Network. Okay. So then that comes up the email address and the password. And I, either, yeah. Correct. Okay.
07:00
Speaker 2
have internet on that one. But, um, how many WHW one do you have, sir? one or two? Okay. You have to. All right. But you can actually confirm that one on the, um, you can check it on the lingsease app. So, um, with that one, what are your options in the app now? Okay. Since you've mentioned that your parent node, sir, is working or your Wi-Fi is working, just go to manage your wi-fi. You have another option, sir, to yeah. Um, I think you have another option for logging using router password. Select that one. [silence]
07:00
Speaker 1
Go to your phone settings and tap on Wi-Fi. Is that what, yes, that's what I want to do then, huh? Okay. Okay, Wi-Fi. Okay, so I show the Wi-Fi, and that would be under networks. Okay, I have a family room networks there, but that shows just the TV. It doesn't show Linksys anywhere. Um, yeah, it's only like 20 feet away.
08:00
Speaker 2
Yeah, you have to make, yeah, you have to make sure that you're connected to the Linksys6. Linksys Wi-Fi. Under networks, yes. How far are you to the main one, sir?
08:00
Speaker 1
I don't see an actual name for for links this. I don't see a name for it. I don't have anything coming up other than my normal networks 7 FAfeway 5G and that's just the regular Wi-Fi. And then other networks, it shows family room TV, which that's just the TV wanting to put out, I guess. What about? What's that?
09:00
Speaker 2
okay. And what's the Wi-Fi name that you have for your links is what what what Wi-Fi name are you using? [silence] But what's the Wi-Fi name? [silence] Yes, sir. Sorry. Usually, um usually for your main one you have created. [silence] If you have changed the default Wi-Fi name, um it should show up as the Wi-Fi name that you have created.
09:00
Speaker 1
Okay. Yeah, I'm already connected to it. Okay. Okay. Say says to log in the router password, first connect to your Wi-Fi, go to the phone settings, and tap on Wi-Fi, select your Wi-Fi from the list. Once connected, return here. No. [silence]
10:00
Speaker 2
For the WHW03, maybe you can connect to the regular Wi Fi name that you've been using before. All right, and then try to go back to the Linksys app. And do you have an option there to click next on that page? Okay.
10:00
Speaker 1
It's in our spare bedroom right off the kitchen, which I'm in the kitchen. An email? Uh, it's Edington, E-D-D-I-N-G-T-O-N one-one, @ gmail.com. Robert Edington, E-D-D-I-N-T-O-N. Correct.
11:00
Speaker 2
Where is your main Wi-Fi router, sir? Okay. All right. Let me create a case ticket first, sir, before we move forward, for our current purposes. Can I have, sir, first an email? Yes, sir. Thank you, sir. And first name and last name. Okay. And this is the best callback number in case the call gets disconnected, right? Okay. All right, let me just finish this one here. Mm-hm. Okay. So you're near share with the main one, right? Okay. And the Wifi name of this one is let me just double check this. Mm-hm. Okay. Right? Because we have to make sure sir that you can at least see the Wifi name of the main one.
11:00
Speaker 1
it's uh seventh fairway by G I'm guessing that's seventh fairway correct it's connected in your app or on the settings you okay
13:00
Speaker 2
check the extension. So, um, you don't know what's the Wi-Fi name of the main one? And, okay. And is it showing on the available networks when you go to the Wi-Fi settings of your phone? Can you connect on that one, Sir? It's connected already, right. Um, can you try to uninstall and then reinstall the app? Um, the links is app. Uh, the links is app there. Uninstall and then download again the app.
13:00
Speaker 1
OK, so then go to manage your Wi-Fi. OK. And router password and... for blend, since? Yes, I know it. Yeah. It says, uh, came up in red, unable to detect, K connection to your Wi-Fi. That's in router password. Do I, do you want me to log in and email first?
14:00
Speaker 2
Go back to manage your Wi-Fi again, yes. Yeah, do you know what's the router password that you have created before, sir, or no? Yes, for, okay. Use the router password, sir, that you have created before. To log in, okay. Hmm. Well, we cannot log in, sir, using email because our link is smartWiFi.com which is the cloud server that links to the
14:00
Speaker 1
OK. Yeah, it says it's, I can. Yes, yes, it it's come up in red in red says unable to detect a connection to your Wi-Fi. Try the steps below or see more tips. And that's see below says go to your phone. Wait a minute, so now it says connecting to your router, it just came popped up. So maybe it's uh connecting now. I'll go back to settings. Uh it said connecting now, but I don't see a Linksys there.
15:00
Speaker 2
MC is no longer available, so it's already been discontinued, so you can log in using only router password locally. So, um, are you getting the same error?
15:00
Speaker 1
what's that? yeah, it, it started, it, it came up doing buff, like it was buffering and it said connecting to your network now in the Linksys app. But then I went back to settings and it's not showing it. That would just be under networks. I I do have one that just popped up that says LG kmount AC 36. would that be it? I don't know what that is. [silence]
16:00
Speaker 2
So, like it's just stock set on connecting. It's stuck only on connecting. Mm hmm. Yeah, it should be under networks. Are you using an android phone? Mm-hmm. Well, usually sir for yeah, usually for this one, if it routed back to the default WiFi name, usually it will show up as the underscore velop setup. The wi-fi name that you have underneath on the links router. Like that should be the wi-fi name that it will show up instead of the old wi-fi name that you have before. So, if we are stocker on this part on the links app, it would be best if you have like a computer that you can try to connect via wi-fi. Um, if not wi-fi, at least hardwired directly to the links router and then we will try to access the um web user interface using myrouter.local or 192.168.1.1. In that way, we can at least verify what is the wi-fi name of this router and then what's the status of the internet for the parent node because if there is something wrong, sir, with the parent node, that probably affects the extension node. Which is the child node. So, if we are unable to do that first option that I've laid out, our last resort is to reset and then set up the main node, including the child node, if both nodes are still responsive. So that's going to be our option, like reset and then reconfigurate and then try to link it back on the app or on the web interface. However, with the steps that I've laid out, I'd just like to let you know the device is actually out of warranty. Usually, for out of warranty devices, we no longer provide further technical assistance. However, we can override it. We can go, we can provide one-time support. However, that will just cost you $15 for 60 minutes of troubleshooting under our paid connect service.
16:00
Speaker 1
Okay. Okay, that'll be fine. Just send that. Uh, so possibly that could be blue, and it still could be just not working right since the, I mean, the one out in the shed is blue, and I get three bars out there, and I'm a long ways away on it. But both of them are hardwired into the router. So, yeah. So, yeah, I guess just send me the... Uh-huh. uh-huh
19:00
Speaker 2
So [silence] I'll be [silence] I will [silence] [silence] So [silence]
20:00
Speaker 1
button? that you can't just push on there?
21:00
Speaker 2
There is a reset button underneath on each node. So, that reset button, you can, you have to press, if last resort would be to reset it, so you have to press and hold it for 30 secs. Then, if the receiver is responsive, once you start holding the reset button, it will blink red three times and then it will go off. So, you have to wait for the LED light to turn blue before you let go. Once it's ready to be set up, the LED light will be either like pink red or magenta or solid red. That means that at least that node is responsive.
21:00
Speaker 1
okay. alright. alright. thank you.
22:00
Speaker 2
If it's working, sir, if stating if adding a node to the main one, usually you'll have if you did a reset on the main one. Um, you have to reset the extension. So, um, you yeah, you have to reset the extension as well. Because you have already a new configuration once you reset and then set it up, the main one. So, you have to get the one that is an extension, move it to the parent, at least 5 ft. Do the reset and then add it back to the network. I'll also put it on the email on how you can add the child node. Rite? All right, okay. But if anything else, sir, if you decide you can just give us a call back then um, we can proceed with the paid connection. And we'll try to troubleshoot it, okay? Okay, right.
22:00
Speaker 1
That's it. Have a good day. All right. Alright, thanks. Bye.
23:00
Speaker 2
welcome, sir anything else, any follow up questions? all right, so sayin' out. yeah, thank you so much as well, sir for taking the time calling Lee to his. Take care, okay? buh-bye.
23:00