V2 Rubric Detail — d1061c66-7588-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:09
Duration
11m 48s
Contact
Michael Dunlap
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135542
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall63.1% (+7.1)

V2 Grader Summary

The agent correctly identified the out‑of‑warranty status and offered appropriate options, ultimately sending the customer a setup email which the customer accepted. However, the agent performed minimal troubleshooting and did not use diagnostic tools, resulting in gaps in the diagnostic process. The core issue (node failing to join) was not verified as resolved, and critical WHW03-specific firmware compatibility guidance was omitted.

V1 Case Analysis

Customer unable to set up WHW03 mesh nodes; out-of-warranty; agent sent email with setup instructions and advised resetting nodes.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed out-of-warranty status
  • Advised resetting all nodes
  • Provided three support options and sent email with setup instructions
Key Observations
  • Agent correctly identified the product family (Velop) and model (WHW03) and confirmed out-of-warranty status, setting accurate expectations.
  • Agent offered multiple valid support pathways, including a self-help email with setup instructions, which is appropriate for out-of-warranty support.
  • Agent advised resetting the child nodes before re-adding them, which aligns with standard WHW03 troubleshooting (per KB: 'Perform a factory reset on the child node' if it fails to join).
  • Agent mentioned using the web browser interface over the app, which is correct per KB guidance (universal_app_transition_notice.md).
  • Support URL provided (support.links.com) was incorrect — likely an ASR hallucination of support.linksys.com; this is a factual error in guidance.
Positive Highlights
  • Collected required device information (model, serial, customer name, email) early in the call (transcript timestamps [02:00]–[04:00]).
  • Confirmed warranty status and clearly communicated support options for out-of-warranty devices (transcript timestamp [06:00]).
  • Advised resetting child nodes before re-adding, which is consistent with KB guidance for failed node joining (per velop_mesh_compatibility.md).
  • Sent a follow-up email with detailed setup instructions and confirmed receipt with the customer (transcript timestamps [08:00]–[10:00]).
  • Recommended using the web browser interface instead of the app, which aligns with current Linksys support policy (per universal_app_transition_notice.md).
Agent Errors / Gaps
  • Provided an incorrect support URL (support.links.com) — should have been support.linksys.com (transcript timestamp [07:00]).
  • Did not verify the current LED status of the parent node beyond initial mention of 'pink' (solid purple), missing an opportunity to confirm setup state.
  • Did not check or advise on firmware version compatibility, which is critical for WHW03 series (per velop_mesh_compatibility.md: 'All WHW03 series nodes must run the same firmware version').
  • Did not guide the customer through accessing the local web interface at http://192.168.1.1 or http://myrouter.local, which is the recommended method for setup and management.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent sent email with setup instructions and customer acknowledged receipt, but no confirmation that the core issue (node failing to join) was resolved; outcome assumed rather than verified.
R2 Not Met Diagnostic thoroughness conf 94%
No diagnostic steps performed beyond collecting model/serial; did not check LED status, firmware version, or pairing method despite customer reporting setup failure.
R3 Met Correct resolution path conf 96%
Agent identified the routers as out‑of‑warranty and presented the appropriate options (website tool, paid connect, email instructions).
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask diagnostic questions about the symptom (node not joining, LED colors, firmware mismatch) and therefore did not pinpoint a root cause.
T2 Not Met Appropriate tools / resources used conf 88%
No tools (remote session, admin UI, diagnostics) were used even though the issue required verification of node status; the agent relied solely on verbal instructions.
T3 Partially Met No misinformation conf 88%
Accurate on warranty status and reset advice, but failed to mention critical WHW03-specific requirement: all nodes must run same firmware version (per velop_mesh_compatibility.md).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving and gathered required info, but the dialogue contained many filler phrases and unclear transitions, reducing overall control.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed the email address, and checked receipt, matching the customer’s level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent did not transfer the call, took responsibility for providing the solution, and followed through with the email.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step (send email with instructions) and confirmed receipt before ending the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly decided not to escalate; the issue could be handled via email instructions for an out‑of‑warranty device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, thanked the customer, and maintained a professional tone throughout.
X2 Met Tone & rapport conf 88%
Agent matched the customer’s pace, asked for clarification when needed, and confirmed understanding of the email address.
X3 Met Overall experience conf 92%
Agent reduced effort by sending a ready‑made email with instructions rather than making the customer search for resources.
Call Transcript20 turns · 22 lines
Speaker 1
Oh. Hi, Ellie. I'm trying to set up, um, uh, one of your mesh systems at my mom's house, and I'm having difficulty getting it to getting to even the first.
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. Serail number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issues. 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. Hi, thank you for calling Linx-SYST Technical Support. My name is Ellie. How can I help you today?
00:00
Speaker 1
I think I'm only going to use two out of the three mesh nodes.
01:00
Speaker 2
Okay. Um, how many links are sprinters are we going to set up? But the other one, is it going to be directly connected to the modem? And then the other two will be there. Okay. So we have three are Sfin root. Okay. And this one that is hooked up drect to the modem, what is the LED light of this links route? Okay. Pink color. Can you give me the model number and the serial number of this route, please? Mm-hmm. I yeah.
01:00
Speaker 1
Just just showed up, so that might be give me one Okay. Let me see here. The serial number is, um, let me see if I can grab it here. Okay. Yeah, the serial number is 20 J 10 M as in Mike, 24 A as in Apple, 0 9 5 5 4.
02:00
Speaker 2
OK. That's, yeah, yeah, that's actually a big step. So, yeah, let's start with the model number and the serial number so that I can walk you through after that. Or some other info. Uh hh. [silence] OK. Perfect. Uh, give me one more.
02:00
Speaker 1
Yep, I can. uh, uh, WHW03. That's correct. uh, hmm. No, I've, I've had it, I've had it for some time and I didn't use it any longer in my home. So my mom could use it.
03:00
Speaker 2
Sure. Okay. Can you also give me its model number? Okay. And the rest of the route are also WHW03, correct? Okay. 03, okay, did you just recently received this router or your mom just received it? Uh huh. Oh, okay. I see. So, here is uh can, can I please have your phone
03:00
Speaker 1
Yeah, that's Michael Dunlap. D U N L A P. Yeah. Yeah, it's M.
04:00
Speaker 2
Sir, and your last name? Dunlap. And can I also please have your active email address? Okay, thank you so much because I'm actually creating a record uh for this conversation. Okay. Uh yeah, so uh, regarding with the app, uh Michael, I just really want to give you a heads up. So, to set this one up, or to set this one to our.
04:00
Speaker 1
Okay. That's correct. Yes, that is correct. [ silence ]
05:00
Speaker 2
make this all routers active so regarding the application there might you might actually encounter some problem on using it so uh much more convenient to use is the web browser interface but we can uh but I can actually also provide some other option uh just let me uh finish uh this uh record that I'll be uh creating and then uh we can then step forward from there okay and I believe your internet service provider is Xfinity I I mean your mom okay Thank you. OK, so Michael, thank you so much for giving me enough time to create the record. So, the reference number for this conversation is 135542. OK. And then, Michael, I did also check it here. So, this routers are already out of warranty. Now, the warranty of this router is only effective for the troubleshooting or technical support over the phone. Now, since it's already out of warranty, its free technical support will no longer be available. So, for this one, we have options that you could choose from. The first one is the website.
05:00
Speaker 1
perfect yeah why don't we do that and then um [silence]
07:00
Speaker 2
You're at the website of links that is the support.links.com. So there is a tool agent on that website that could help you set this one up. The second option here is our paid connect service that will cost you $[REDACTED_PAYMENT_DIGITS] that's [REDACTED_PAYMENT_DIGITS] And that $[REDACTED_PAYMENT_DIGITS] will only last for an hour. And then if we happen to discover that maybe one of these routers are defective, then that $[REDACTED_PAYMENT_DIGITS] will not include a replacement, a follow-up session, and also there will be no refund for that payment of $[REDACTED_PAYMENT_DIGITS] Now the third option is I can send you an email with all of the troubleshooting instructions that you need to set this one up, not just on the website, but also some other shortcuts. And then there is a lady, she just knows how to solve that she just said ranger.
07:00
Speaker 1
You said this I can access the router through a web interface and not the app.
08:00
Speaker 2
Okay. I yes I can send you all of that information. Uh can you stay on the line for a moment so that uh we can confirm that you receive the email? Okay. Uh give me one second. me just craft that email real quick. And uh just also a piece of advice uh Michael. since uh you are going to start everything up. especially with the uh regarding with the other child node or the two other that we're going to be distributing the signal. uh reset both of them as well. So that uh you can add them back again to the network. Okay? Okay? So, so I've sending you, you know, like, two different, uh, types on how, how you can set this one up, okay? The shortcut way and the web browser interface as well.
08:00
Speaker 1
Okay. And you sent it to the MJ Dunlap 2 at iCloud.com, okay. and probably because I'm uh connected to this, let's shut that off. There we go. Got it. Perfect. Thank you. Oh, did I lose you? [silence]
10:00
Speaker 2
okay and there you go uh michael please confirm if you received the email okay yes yeah poll okay all right okay okay okay okay okay
10:00
Speaker 1
Perfect. Perfect. Thank you so much. Uh, no, I think that will do it. Thanks so much. You too. Bye bye.
11:00
Speaker 2
Um, no, I'm actually still here. So I, yeah, uh, so the first step is out is how to set it up, like, you know, um, short, in a shortcut way, or the shortest way to set it up. And then the other one is to access the web browser interface, uh, we're in you can set up, so you can set it up there as well. And the second thing is that you can customize the Wi-Fi name and password on that, um, website as well. You too. Thank you so much. So would there be like, uh, anything else that I can help you with? Okay, thank you so much as well. Have a good one, Michael. Bye bye for now.
11:00