V2 Rubric Detail — d23f2f4a-7598-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 22:04
Duration
8m 20s
Contact
Amanda Geuvara
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135560
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Solid blue, no internet and no Wi-fi signal.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall56.0% (+0.1)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided technically accurate advice regarding the solid blue light and the ability to use another node as the parent. However, the agent failed to use available tools (local web interface) to diagnose the lack of Wi-Fi signal, resulting in a lack of actual resolution. No technical-basis auto-zero triggers were found.

V1 Case Analysis

Customer unable to get Wi‑Fi from WHW01 parent node (solid blue, no broadcast). Out‑of‑warranty; offered paid support and emailed reset/parent‑node guide.

Troubleshooting Steps
  • Identified device as WHW01 mesh node.
  • Confirmed LED status is solid blue.
  • Offered reset and paid‑support options.
Key Observations
  • Agent did not perform a basic power‑cycle or factory reset before offering paid support.
  • Warranty status was stated as expired without a formal lookup.
  • Customer was not guided through verification of Wi‑Fi SSID or firmware version.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected customer contact information and offered to send an email guide.
  • Provided the option of free local service‑provider diagnosis for out‑of‑warranty hardware.
Agent Errors / Gaps
  • Failed to execute a simple reset/power‑cycle step before suggesting paid support.
  • Did not capture or confirm the serial number clearly.
  • Did not verify Wi‑Fi broadcast or check firmware status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never got the router working; only offered paid support and an email guide without confirming functionality.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about power cycling and light status but skipped essential steps like checking Wi-Fi on a device, accessing the router UI, or verifying WAN connection.
R3 Met Correct resolution path conf 97%
Agent correctly identified OOW status, explained limitations, offered paid support, and provided workaround options (reset, recovery, alternate parent node).
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (solid blue, no Wi-Fi) and asked about power cycle, but failed to investigate root cause (e.g., firmware, WAN status, admin access).
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., remote access, admin UI check, logs); customer could have been guided to http://myrouter.local to verify settings or connection status per KB.
T3 Met No misinformation conf 99%
Technical claims (solid blue = online, warranty end date, hardware failure possibility, and the fact that any node can be the parent) are all supported by the KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic control but repeated questions poorly, lacked clear framing, and transitions were vague (e.g., jumping to paid support without summary).
C2 Partially Met Confirmed understanding conf 89%
Language was understandable but agent did not adapt to customer confusion or confirm comprehension; used technical terms without verification.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, committed to sending an email guide, and followed through on communication.
O2 Met Proactive follow-through conf 95%
Clear next step established: email with reset instructions, recovery steps, and setup guide for using another node as parent.
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; issue remained within agent’s scope (OOW troubleshooting guidance).
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 92%
Agent offered one brief apology but did not acknowledge repeated effort, frustration, or emotional state beyond minimal script.
X2 Partially Met Tone & rapport conf 90%
Agent maintained pace but did not adjust tone or style to customer’s confusion; remained procedural rather than adaptive.
X3 Not Met Overall experience conf 95%
Customer repeated model number multiple times due to poor capture; agent created avoidable effort by not normalizing ASR/accent issues or using context.
Call Transcript16 turns · 17 lines
Speaker 1
Okay. Hi, I'm, I'm having issues with my internet um I called Xfinity cause I thought it was like our internet provider but they're saying that everything is fine so it must be that it's
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.linexus.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending 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. Please contact. Ah, Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? Mhm. Mhm.
00:00
Speaker 1
Yes, no. Yes. It is 25 f 11 M 38 a 1 3 8 9 5. Mhm. The model number? [silence] Again. Now. Mhm. Mhm. Mhm. The model number. Mhm. [silence] Again. Now. Mhm. Mhm. Mhm. The model number. Mhm. [silence] Again. Now. Mhm. The model number. Mhm. [silence] Again. Now. Mhm. Model number. Mhm. I heard that. It was really inaudible, but I'm thinking it's a newer one. Mhm. The model number.
01:00
Speaker 2
I see, thank you for the details and I'm sorry to know about the internet so for me to address properly, the routers internet may have its serial number found at the bottom. Alright, thank you. Let me check the serial number and model number showing at the bottom.
01:00
Speaker 1
The recovery. Oh, I see it. Sorry. W H W 0 1 Yes, I don't think I've ever called you guys before. I've always just used the app Amanda Cavarol. Yes, 305 764 6949. Amanda.m388@yahoo.com.
02:00
Speaker 2
yes uh usually it's on on the top of the sticker where you can see the MAC address all right okay. All right, thank you. And is this your first time calling link? Okay, got it. Allow me to create a record here. may I have your first name and last name. And may I have also your phone number, in case we get disconnected I'll be able to call you back. All right. And may I have also your email address. All right, thank you. And while my system's checking the warranty and support of your Cisco's router.
02:00
Speaker 1
Three. Uh, blue? Yeah, blue, I think. Yeah, that's blue. Yeah, I just connected it from the wall like so many times and nothing. It stays blue. No, it does not even show. No, there's no Wi-Fi coming out in the network at all. [silence] No, that,
03:00
Speaker 2
Let me check. You have a Linksys mesh node. How many total nodes do you have? And the main parent node that's connected to your Exfinity modem, may I know what's the color light on the top? Ah! Have you tried like, um, since it's solid blue, it means online connected, have you tried turning it off and on? Uh-huh. Stay solid blue. How about the Wi-Fi coming from the main node? Are you able to see it on your Wi-Fi devices or no Wi-Fi coming out? Right. So, for this one, have you tried as well, pressing the reset button of the main parent node?
03:00
Speaker 1
that's what I, I don't know what I'm supposed to do. That's what I was calling. I was going to do that, but I didn't know how to do that. Like, if I just press the button and how would I reconnect the... Do I press it now? Okay. When I try pressing, when I try doing what? I'm sorry, say that again? No, I, it never, no, it never turned red. And by turning it off and on, you mean like disconnecting it from the wall, right? No, it never did anything.
04:00
Speaker 2
Okay. And not yet. When you tried to restart the main parental trials often and have you observed, is there any changes on the light, the color light? Did it change to red? When you tried to restart the main parental node, like turn it off and on, is there any changes on the light color light on the top of the main parental node, like it goes to red then back to solid blue. Okay. Yes. All right. Okay, here's the thing possible that the main
04:00
Speaker 1
Well, I'm using the parent node. Yeah. [silence] Okay. [silence] Okay.
05:00
Speaker 2
Parent meeting, the main parent Node is the one causing the issue. No Wi-Fi signal coming from it. And possibly it's the main parent Node, it's actually the main one will that will broadcast the Wi-Fi. Solid blue actually means online. So it's probably a um like having a hardware issue. And here's the thing, Amanda, we're going to properly reset this main parent Node. If after reset, if it still remains solid blue light, we'll try to recover it. We have a workaround to recover it. If it's still the same, then possible it's a hardware issue. We will we can try using another node as the main parent node. That will be the plan for the troubleshooting. And going back to the warranty and support of Riluncis node Amanda, just to set your expectation. It's Warranty and complimentary support has ended last um December of 2023. End number. And end.
05:00
Speaker 1
Hold on one second. Let me talk my husband. Would I be able to reset it by myself? So that way I don't have to pay the - is that Okay? [silence]
06:00
Speaker 2
For our out of warranty devices, we do have this paid support if you wish us to walk you through here over the phone for tribo troubleshooting that will cost $15. That's one, five. It's a nonrefundable technical support, lasting for one hour. If we're unable to fix your issue or determine your device defective, no replacement and no refund will be given. Would you like to avail paid support? Okay. Yes, you can. If you don't want to proceed with the paid support, you know that you can always visit the nearest service provider anytime for a one-time free diagnosis with no obligation to repair. Thank you so much and have a wonderful day.
06:00
Speaker 1
Okay. And how would I use the other node as the parent node? Can you send me a link for that? Okay. Thank you so much. No, that's it. I'll go off of the email. Uh,
07:00
Speaker 2
for I can send instead an email guide where you can follow how to reset it properly. If reset doesn't work, try the recovery procedure. I'll give that instruction as well to your email. If in the event that the recovery procedure still won't work, then something to do with the main parent node. It's having hardware failure. You can use your other node as the main parent node. All right. You will need to reset yes, you can you will need to reset it as well back to factory setting. And I will also giving you the network setup guide how to setup as a new parent node. You're most welcome. Anything else other questions for your All right. No problem. And once again, this is Raquel. Thank you for calling links. And have a wonderful night. Bye-bye.
07:00