V2 Rubric Detail — d9f1fffe-7649-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 19:11
Duration
36m 13s
Contact
Al Kath
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135695
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall47.2% (-8.8)

V2 Grader Summary

The agent failed to perform required OOW best-effort troubleshooting and skipped logical diagnostic steps for a red LED (which requires a reset per KB). While communication and ownership were strong, no technical progress was made, and the agent prematurely shifted to paid support/email options.

V1 Case Analysis

WHW03 mesh node showing solid red LED, no internet. Out-of-warranty. Agent misdiagnosed as access point, gave incorrect Ethernet port guidance. Customer declined paid C-Connect. Agent will email troubleshooting steps.

Troubleshooting Steps
  • Asked for model and serial number (eventually obtained)
  • Queried LED status (solid red)
  • Suggested checking Ethernet cable placement (incorrectly)
  • Discussed possible reset and bridging steps
  • Discussed warranty status and support options
Key Observations
  • Agent misdiagnosed network topology: incorrectly assumed WHW03 was an access point behind ASUS router, contradicting customer statement that it was connected to the modem.
  • Provided materially incorrect technical advice: advised connecting Ethernet cable 'at the top of the reset button' (transcript [31:00]), which is not a valid port location on any Linksys router per KB.
  • Failed to perform basic troubleshooting: did not instruct power cycle, factory reset, or check modem status despite solid red LED condition (should follow velop_router_setup.md: hold reset 15 seconds until solid blue/purple).
  • Incorrectly stated WHW03 is no longer receiving updates since November 2023 without verifying in system or citing official EOL notice; KB does not confirm this.
  • Did not follow structured troubleshooting path for solid red LED as outlined in velop_router_setup.md.
Positive Highlights
  • Obtained model number (WHW03) and serial number (20J26A2060900445) after multiple attempts.
  • Provided case reference number (135695) for tracking.
  • Offered to email detailed troubleshooting steps after the call, providing a valid self-help path after customer declined paid support.
Agent Errors / Gaps
  • Misdiagnosed network topology: incorrectly assumed Linksys was an access point behind ASUS router, contradicting customer statement that it was connected to the modem.
  • Provided materially incorrect hardware guidance: advised connecting Ethernet cable 'at the top of the reset button' (transcript [31:00]), which is not a valid connection point on any Linksys router.
  • Failed to perform basic troubleshooting steps: did not instruct power cycle, factory reset, or check modem status despite solid red LED condition.
  • Made unsupported warranty claim: stated device is out of warranty and no longer receiving updates without verifying in system or citing official EOL notice.
  • Did not reference or follow LED troubleshooting steps in velop_router_setup.md for solid red LED (hold reset 15 seconds until solid blue/purple).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical progress; only offered email instructions post-call and paid support without executing troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential troubleshooting: no power-cycle, no factory reset, no cable check, no access to router UI. Jumped to warranty status instead of diagnosing.
R3 Not Met Correct resolution path conf 93%
Despite OOW status, agent failed to perform best-effort troubleshooting (e.g., reset, reconfigure as AP) as required by rubric; prematurely dismissed free support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite identifying a red LED (Error — reset required per velop_router_setup.md), the agent did not guide the customer through a factory reset or verify the WAN connection, instead jumping to warranty status.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools or resources. The customer had a red LED and was using the device as an access point; the agent should have directed the customer to the local web interface (http://myrouter.local) to diagnose the connection, as per the KB.
T3 Met No misinformation conf 97%
The agent correctly identified the WHW03 as out-of-warranty and provided the correct support URL (support.linksys.com). The claim regarding firmware updates ending in Nov 2023 is not contradicted by the provided KB.
Communication
C1 Met Clear & professional language conf 94%
Maintained call control, guided conversation, confirmed details, and set expectations for next steps despite customer confusion.
C2 Met Confirmed understanding conf 92%
Used plain language, repeated serial/email for confirmation, avoided jargon, and adapted to customer’s fragmented input.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Took ownership, did not transfer, committed to sending email, and stayed with case to closure.
O2 Met Proactive follow-through conf 97%
Clearly stated email would be sent within 2–3 minutes post-call and verified email address with customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the unresolved but non-critical nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore, execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite and professional but did not acknowledge customer frustration or effort (e.g., 'I see you've tried resets already').
X2 Met Tone & rapport conf 90%
Matched customer’s pace, used repetition for clarity, and maintained engagement despite communication challenges.
X3 Not Met Overall experience conf 94%
Customer repeated serial number multiple times; agent could have reduced effort by guiding to label or using system lookup.
Call Transcript42 turns · 48 lines
Speaker 1
Wi-Fi standard and here is just the Wi-Fi six. It has speeds up to 9,400 megabits per second. It has a range of up to 5,500 square feet and you can connect up to 200 devices. I'm going to get these... Just have some I this one inside and I do have three reports per hundred. [silence] Yeah. up here, right into this. A little bit higher than [silence] I think like this. [silence] If using mother LED drive system, so you can still use it. [silence]
00:00
Speaker 2
Welcome to Lenksys 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, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following. Please have your device's 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.
00:00
Speaker 1
No, speaking. A 4GHz network from a one point. is a one point. over here. With the. set. It's going to send. meters. and five meters. as well. Hello. All right. And since Yeah, I'm having trouble connecting them. narrator. Yeah, I was it was working.
01:00
Speaker 2
Hi, thank you for calling Linksys Technical Support. My name is Eli. How can I help you? Hi, this is Eli from Linksys Technical Support. How can I help? Uh, it seems like no one is responding. Yes, I'm sorry. How can I help you, sir? Yes, I'm from Linksys. I'm sorry, sir. You were having a trouble connecting your. Is this an initial setup or this router was working before? [silence]
12:00
Speaker 1
before. [silence] yeah it mesh one was working before i thought there was a problem with thee so i change it and uh both both are not working because uh one never worked. Absolutely. Yeah. Is is they already all red [silence] it past top
13:00
Speaker 2
And then like they just suddenly stopped working. Okay. Um how many links' routers do you have sir? two of them. So one of these routers are hook up directly to the modem, correct? Okay. So the one that is connected directly to the modem sir, what is the LED light that you can see from that router?
13:00
Speaker 1
Yeah. uh No. No. I think so. Ow. yeah the the the yeah alpha Yeah, but my intestinal gas Yeah. [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 2
Oh, okay. Kilo Alpha Thomas Hector. Okay. So, I'll cast. And can I also please have your email address? Okay. At yahoo.com. Uh, can I also please have the model number, sir, and the serial number of your Linksys router? Um, even if the one there that is directly hooked up to your modem. [silence]
16:00
Speaker 1
and um, I think. P. yeah, easy. Yeah. uh, while the, rounds of sw. H. w. 0. 3. D. uh, You know what? [silence]
17:00
Speaker 2
So, those information can be found at the bottom of the router, sir. And can you also give me its serial number, please?
17:00
Speaker 1
[silence]
18:00
Speaker 2
How about you take a picture, sir, of that sticker with uh where you can see at the bottom of the router, so that you can just easily zoom it in. Or maybe is there anyone that uh the serial yeah the serial number? Mhm. Uh just to confirm if I got the serial number correctly, that is 2-0-J for Juliet, 2-6-A like alpha.
18:00
Speaker 1
no, 2 0 0 6 0 2060. Alpha Yep. Yeah. And you on a on a cell number of the other one?
19:00
Speaker 2
Ah, okay. Two six zero and then two six. Two zero six. Okay. two zero Sixty. Uh, let me just, uh, let me just start from the very beginning, sir. two zero J like Juliet. And then two zero six zero a. Okay. And then 900445. Okay. I-I know it's okay, sir. I just really need the serial number, which is from the parent node or the one that is hooked up directly to the router. [laughter] Okay. And then.
19:00
Speaker 1
Yeah, I've done everything. Reboots, resets, follow instructions on your up. And, uh,
20:00
Speaker 2
uh to the modem uh give me one moment let me just create the record that that is reason doubt That is document yes you can visit our support website select the product that you have and then uh here we'll see their download Okay just give me one second there it go So uh while I'm creating the record, so what have you done so far the moment that you know uh notice that the internet was not working When you mention uh I'm sorry [silence] [silence]
20:00
Speaker 1
now uh well uh all right. [silence] Don't they both have to be connected to the router? The one who got to the motor? How will it plug you back in. You want me to plug you back in? They will have to both be connected to the router. So someone who got to the motor. I won't plug you back in. You wanted to plug you back in. So the question is how many people can be connected to the router on the same network. So ideally for good performance, as few as possible. [silence] At least initially any way.
22:00
Speaker 2
Now change. Now it's solid red, right? Uh-huh. Yeah, the links is rather are the one that is hooked up directly to the modem. Is it solid red or blinking red? Uh, yes, sir. The one that is hooked up directly to the modem, uh-huh? Yes, please, sir, can you plug it back in, please, uh, for me? [silence]
22:00
Speaker 1
Give me a revenue description. Afternoon. spectrogram.
23:00
Speaker 2
So um...after you plug it back in uh...let's wait for it, cuz it will boot up for like about a minute or two. So while waiting for that uh... may I know who is your internet service provider? um okay uh spectrum. Okay so um...still the same thing they buy/sell [silence] lot of internet trials [silence] [silence] Okay, thank you.
23:00
Speaker 1
Okay. It's black in blue. yeah it is great yes only great.
24:00
Speaker 2
so I just finished creating a record so the reference AL for this conversation is 135695 so after you plug in the parent node AL what is the LED light that is showing from the parent node [silence] okay it's still blinking blue let's wait for it [silence] like solid red okay
24:00
Speaker 1
I was gonna do it. Yeah. Yeah. Yeah. Yeah. I don't know.
25:00
Speaker 2
Like it's not magenta. It's not something purple. It's really red. Okay. Um, by the way, uh, Al. Is it uh, there is an Ethernet cable that is running from the main links[silence] to your modem? Correct? Okay, there is an Ethernet cable. So, uh, by the way, Al, have you called Spectrum before calling us? Okay, because I just really want to give you a heads up, okay. Because if the router that is hooked up directly to the modem is not responding,
25:00
Speaker 1
No, the router ... ... What was the name? The modem is a Spectrum. And the router ... The router is ... I think the router is ... The router is in the basement and it's ... It's a Linksys. ... But the modem is spectrum.
26:00
Speaker 2
to any internet connection, so there might be two problems here. First is the router. Second might be the modem. Or the third one here is really about the internet connection, so maybe you need to try considering calling spectrum first and see if there is an internet really running. Okay. Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Ah, yeah, I understand that one, that the modem is spectrum and the router is linksys.
26:00
Speaker 1
Yeah, and I had two routers. Uh, one that's as in the basement. It's it's a Lynxess. Yeah. One directly connected to my modem. Uh, yeah. And the one that is a Lynxess is working perfectly. It's not a Vilo, it's not a it's not a extendoR. The one that is connected, it's it's it's your, uh, it's a it's a wired, uh, one.
27:00
Speaker 2
Yeah Okay, the one the one on the basement is slings this And there is also another one that is connected to wired directly to your modem, correct Yes Okay Yeah I Okay, okay, so, sir, the one that is connected directly to your modem is also a Linksys router, you mentioned, right? Can you give me its model?
27:00
Speaker 1
That one is working. I mean, so the one I was on, the base management is working perfectly. Yeah. [silence]
28:00
Speaker 2
since you mentioned it was not the one that is from what yeah not the one that is on the basement okay now the one that is on the basement is working and that is also the one that is also connected directly wired to the modem, right? okay can you give me its model number? let's go to the basement and get its um information give me the model number and its serial number if possible cuz I need to track it
28:00
Speaker 1
Oh no, not the links is boring. Are you there? Yeah, no, no. Yeah, it's not the links. No, the mean router. Routers. No the leaks is. It's on this is on. Yeah. Yeah. Yeah. It's on the access point here.
29:00
Speaker 2
Ah, yes. Um, Al, I'm still here. Okay, the the main internet source is not a Linksys. Uh huh. What is what is the brand of the parent? Okay. OK, it's an ASUS router, so the one that that has lost its internet connection, that is the Linksys and that is only an access point, not a child node. Right? Okay. So, if that is actually the case, might be there is a problem with the other, the ASUS router, or the satellite. So what we can do is to go ahead and try removing from the ASUS router, the Linksys from the ASUS router. So, let me give an example if I have an ASUS router, and I have a Linksys access point and there is another Linksys access point, and in the access points, I should have configured it as a satellite or a child node. Okay, if that is not the case, there, remove the ASUS, I mean, remove the Linksys from the ASUS and then reset the Linksys. And then reconfigure the Linksys some more. Make it a bridged mode. Okay? So there's that. If there's any other issue that, like, it's red pod there or something like that, you can go ahead and search it. Go online and search the answer for that particular issue, okay? Otherwise, if it is only, it lost its internet connection, disable the DHCP on the Linksys and disable the WLAN. And then connect the one two three, which is the internet port of the Linksys, to the ASUS. Okay? So it should establish the connection. If not, it means that, I think that Linksys is not working anymore. It is, it cannot be repaired. Okay, anything else? Okay, tag team.
29:00
Speaker 1
It's connected to the round race connected by a cable. yeah by cable to the other cable to the router and if I plug in I have to then if I plug in one of them it's uh one of them is kind of pale purple it is blinking the other one is a red but the other one is late and it's
30:00
Speaker 2
a links router that's why it's acting up like that or maybe it's really quite too far from the Asus router oh by cable okay so if it is actually okay yes, it's raised le it off okay okay okay okay oh okay so for this one now can you double check where the other end of the Ethernet cable is connected to the links router is it on is it at the above of the reset button or on the other side
30:00
Speaker 1
It should be connected on the top of the reset button. All right, let me range. Okay. All right, and now it's connected on the top.
31:00
Speaker 2
The Ethernet cable, because it should be connected or it should be plugged in at the top of the reset button, because it's the most recommended port for this kind of Linksys model. Yes, it should be at the port where it's on the top of the reset button.
31:00
Speaker 1
yes. wait we said marketing yeah connect it on there yeah huh huh
32:00
Speaker 2
Mhm, it's already connected but it's still red. Okay. So, um, for this one Al, before we proceed on some other troubleshooting steps, cause I did check the router that you have, the WHW01, I mean, 03. So, uh, this router is actually a, um, one of our, uh, routers that is no longer receiving any updates since November 6th of 2023. So this router is no longer receiving any firmware updates and the device is also out of warranty. Okay. Now, just to set a proper expectation for this one, if the router is already out of warranty, the free technical support over the phone will no longer be provided. But we have options here. Yeah. The first option here is you visiting the website of linksys, that is support.linksys.com. And there is an AI tool agent on that website which can provide some troubleshooting instructions. Now the second option here, Al, is our paid C connect service. But for that paid C connect service, Al, there is no guarantee that we can fix the issue because it's just what we have mentioned. This router is no longer receiving any updates or any firmware updates. Yeah, and then that $[REDACTED_PAYMENT_DIGITS] will only last for an hour. And if we happen to discover that the router is defective, there is no replacement or any follow-up sessions for that one. Now the last option here, Al, is our email, because I can send you an email with all the troubleshooting instructions.
32:00
Speaker 1
Okay. I'm not paying for the any. Anything that you said, this was the way that I said we are not providing any support. So you send me the, send me the email and we'll see what we can do. Now, where are all the lights? Or purple? Okay.
34:00
Speaker 2
I could reconfigure this one and set it back up again to act as an access point? So would you like might to send the email instead? Mhm. Mhm. Yeah. Yeah, I can send you the email. Okay. [silence] Okay, so if it's actually purple now, that actually indicates that it's ready for set up. So, yeah, I can also send you an email for that one where but since this router is only acting as an access point,
34:00
Speaker 1
A: Yeah
35:00
Speaker 2
of your ACES router, right? It will not act as another or it should not be providing another network because it should provide the same network name and password with your ACES, correct? Okay. So yeah, it should be acting as an access point, not as another network. So yeah, I'll be sending you or I'll be providing you all the email instruction that you need for this one, okay? Uh just give me two to three minutes to craft that email after this call so that I can send it to you directly, okay? Okay. And to make sure if I got your email correctly, let me spell it out. That's Kil Alpha, Kilo Alpha, Thomas, Thomas Alpha Hector@Yahoo.com I mean, okay, thank you so much for calling us, Al. You do have a wonderful day ahead, okay? All right, bye bye for now.
35:00