V2 Rubric Detail — cd897286-6f70-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 02:02
Duration
11m 30s
Contact
Michael Kurz
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134554
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall62.3% (+18.3)

V2 Grader Summary

The agent provided accurate instructions for WHW-03 mesh setup and appropriately handled the out-of-warranty status, but failed to conduct essential troubleshooting (power cycle, LED verification) and did not confirm resolution. While the customer made progress, the issue was not fully resolved, resulting in a partial resolution.

V1 Case Analysis

Customer unable to add WHW-03 mesh node after moving. Provided model WHW-03, serial C6582343. Guided to connect phone to default Wi-Fi, use password on device label, open Linksys app and add node. Noted out-of-warranty; offered paid support. Customer reported red LED and app not allowing click; no further troubleshooting or escalation provided.

Troubleshooting Steps
  • Advised to connect phone to the default Wi-Fi SSID of the parent node
  • Instructed to use the default Wi-Fi password printed on the device
  • Guided to open the Linksys app and use the Add function to pair the node
Key Observations
  • Agent provided technically accurate instructions for adding a WHW-03 node via the app.
  • Customer reported a red LED on the node, indicating it is not in setup mode or has failed to initialize, but agent did not address this critical symptom.
  • Agent failed to verify the parent node's LED status (must be solid blue) before instructing node addition.
  • Agent offered paid support but did not provide any self-help path or escalation after customer indicated the steps failed.
  • Call ended without confirming resolution or setting a clear next step, despite customer still experiencing the issue.
Positive Highlights
  • Correctly identified the need to connect to the parent node's default Wi-Fi SSID and use the label password (per universal_mesh_node_management.md).
  • Provided accurate step-by-step instructions for adding a node via the Linksys app for WHW03 series.
  • Collected complete customer information including name, email, phone, model, and serial number.
  • Correctly confirmed the device is out of warranty based on model and serial lookup.
Agent Errors / Gaps
  • Did not troubleshoot or acknowledge the significance of the red LED on the node (per KB, solid red indicates hardware or firmware issue).
  • Did not verify the parent node was in solid-blue (ready) state, a prerequisite for pairing.
  • Failed to escalate or provide further guidance when customer reported the app would not allow clicking 'Add' despite following steps.
  • Ended the call without confirming resolution or setting a follow-up path, leaving the issue unresolved.
  • Offered paid support without first exhausting or offering available self-help resources for out-of-warranty devices.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent provided correct steps (connect to default Wi-Fi, use app to add), but customer reported the 'add' button wouldn't click and final success wasn't confirmed.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential troubleshooting: no power cycle of modem/router, no verification of parent node LED status, no check of WAN connection, and no confirmation of factory reset completion.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and provided self-service guidance instead of offering an RMA or dismissing the customer.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent failed to identify root cause; only asked for model/serial and number of nodes, but did not diagnose LED status, WAN connectivity, or parent node readiness before instructing app setup.
T2 Met Appropriate tools / resources used conf 90%
Issue was basic mesh setup; no remote tools or logs were necessary. Agent used KB-backed guidance appropriately for the scenario.
T3 Met No misinformation conf 95%
Instructions to use default Wi-Fi name/password from label and add via app are technically accurate for WHW03 mesh setup.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected info and gave instructions but did not set clear expectations, frame the process, or manage transitions—leading to customer confusion at the end.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer’s visible frustration or check understanding after key steps like finding the password.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on providing resolution steps.
O2 Partially Met Proactive follow-through conf 80%
Agent gave procedural next steps but did not specify a timeline, follow-up plan, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted—this was a standard setup issue resolvable at L1 with proper steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for out-of-warranty status and remained polite despite customer’s confusion and fragmented input.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady tone but did not adjust pace or rephrase when customer struggled with app interface and button issue.
X3 Partially Met Overall experience conf 80%
Agent gave correct steps but required customer to locate password and troubleshoot app button independently—no offer to guide step-by-step or reduce effort.
Call Transcript16 turns · 17 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on For. Protective. Service plan.
00:00
Speaker 1
Hi, I moved and I got new internet at my new place and I'm trying to set up my Linksys develop system and it doesn't seem to be working.
03:00
Speaker 2
Thank you for calling, Lynx-jes Technical Support. This is Rob M. how can I assist you.
03:00
Speaker 1
the router is working and Internet is working, but the mesh network is not, right now after I've moved. Yes. 416 834-9776
04:00
Speaker 2
Oh, right now the internet service provider and the router, it's not working. Mesh is not working. Who is your internet service provider? Verizon. And this is your first time calling Linksys, sir. Can I have your phone number, just in case we got cut off, then I can call you back. Okay, so 834...49776. So, sir, let me just gather some of your information. Yeah, sir. This is Kanisha. Got it correctly. That's the phone number that I read to you. Thank you.
04:00
Speaker 1
Okay. Yep. Yeah, sure. Mica [silence] Hurts Kurt Z. Z. Mica Yeah. Michael Kurt 66 at Hotmail. hotmail. I think it's three or four. I can only find two right now. So I don't know where the others are. hard to see. L B E L L. Seriously? Great. [silence] yeah.
05:00
Speaker 2
and then last name. Then is it sick six? at sorry is that gmail.com? hotmail.com and how many nodes do you have, sir? Oh. Okay, just two. And what's the model number of the two nodes and you're sorry, can you spell out the name of your Internet service provider right now thank you, sir.
06:00
Speaker 1
The serial number, the model number is WHW-03. 2-0, jam, 1-0, Charlie, 6, 5, 8, 2, 3, 3, 4-0. Yeah. No idea. I have reset it. I have turned it off and on.
07:00
Speaker 2
How about the serial number? OK, so two zero J one zero C6582343. Thank you, sir. Just give me a minute. Let me check the serial number. And how long have you been using this device? No idea, okay? Because usually, for this device, it's an out of warranty. And it's not showing the details on the system. Um, what troubleshooting steps have you done so far, sir? Did you try to like troubleshoot this one?
07:00
Speaker 1
into the app when I try to connect it it says it can't find it, then it says make sure your button is solid. It is a solid light. It's not working, so all you need to do is add the existing router or setting up the new mesh Wi-Fi system. Yeah. Okay. Yeah I got it. Yeah okay it's asking for a password. Where do I find the password? Oh what's on that picture? Oh god. Okay. [silence] Yeah I'm trying to find it on the bottom of the device. Okay. Look I'm seeing the button is solid but still not finding the signal. [silence]
08:00
Speaker 2
you are adding sir a router okay not setting up a new device so you have the link sys application sir because you already reset the node so I'm sure it's set back to its default settings so you need to connect your phone to the default Wi Fi name of the node default Wi Fi name of the parent node using its default wireless password the password is at the bottom of the parent node
08:00
Speaker 1
No. You bet you never I don't. Yeah. Yeah. Yeah. It's good. You you you answered everything. You answered everything I needed to. I just need to log into the thing. And then I should be able to do. So that's great. Okay. So, R. Thank you. Oh, it's good. Thank you.
09:00
Speaker 2
and then sir yeah just follow the guide once your phone is connected to the Wi-Fi you can then open the link's app application and log in using the router password and sir based on the model number and serial number of the router this is an out of warranty device and I do really apologize that for out of warranty device there's no more okay. perfect yes sir you're welcome sir you have a nice day then. you're welcome sir you have a nice day and by the way sir if in case you need further assistance we have this paid service for
09:00
Speaker 1
No, I think you just did exactly what I need to do. So, I'm in it. I'm locked into it. So, now you said I'm, am I setting up a mesh Wi-Fi system or adding a mesh Wi-Fi system. Yeah, it's not, uh, all right, maybe now it's working. Okay. It's, it's activated. It's got the red dot on it. Just what are you setting up? It won't let me click.
10:00
Speaker 2
Just adding, sir. You just need to press add. Then just follow the guide on the Linksys application, sir. And just make sure that the modem is working, sir. It's activated, since it's a new modem.
10:00
Speaker 1
button strange oh I'm not sure what it won't let me click Okay thank you
11:00