V2 Rubric Detail — e55072ca-64ee-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:07
Duration
18m 1s
Contact
Eric Talent
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132990
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW0103 Initial setup
⚠ 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

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall55.1% (-0.9)

V2 Grader Summary

The agent correctly handled the out-of-warranty status and maintained ownership by sending detailed instructions, but failed to perform active troubleshooting or confirm resolution. Technical guidance was mostly accurate, though call control and empathy were limited. No escalation was needed, but the issue remained unresolved due to lack of diagnostic engagement.

V1 Case Analysis

Customer unable to add third WHW mesh node; agent emailed 5‑press and web UI instructions, advised longer reset and placement advice. No verification of fix.

Troubleshooting Steps
  • Offered email with 5‑press pairing and web UI instructions
  • Advised a longer (20–25 s) reset of the child node
  • Provided placement guidance for a three‑floor home
Key Observations
  • Agent stated an incorrect router password rule: 'cannot use the same character in a row' — this is not a documented Linksys requirement (transcript [17:00]).
  • Recommended 20–25 second reset for WHW node, exceeding the documented 10–15 second reset duration for this model (transcript [13:00]).
  • Warranty and paid-support discussion dominated early call, delaying troubleshooting (transcript [06:00]–[07:00]).
  • No verification of node LED state or confirmation that the suggested steps resolved the issue (final state not confirmed).
  • Agent incorrectly described the child node as being in 'solid purple' when customer reported blue-to-red transition, contradicting known LED behavior for WHW series (transcript [08:00]).
Positive Highlights
  • Correctly identified the product as WHW series and confirmed serial number (transcript [05:00]).
  • Offered to send a detailed email with step-by-step instructions for multiple pairing methods (transcript [09:00]).
  • Provided reasonable placement guidance for a three-floor home, advising node distribution across floors and avoiding signal interference (transcript [15:00]).
Agent Errors / Gaps
  • Misstated router password character rule: claimed consecutive characters are not allowed, which is not a Linksys requirement.
  • Provided incorrect reset time recommendation: 20–25 seconds instead of the documented 10–15 seconds for WHW nodes.
  • Incorrectly described the node LED state as 'solid purple' when customer observed blue-to-red — purple indicates recovery mode, not normal boot, and contradicts the reported symptom.
  • Failed to follow standard mesh node pairing flow: did not guide through solid purple → 5-press → solid white confirmation.
  • Failed to confirm whether the node was successfully added before ending the call.
  • Did not clarify whether the customer had already tried the app method, leading to redundant suggestions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed resolution; only sent an email with instructions and ended without verifying success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the symptom (node not connecting), asked for model/serial, and offered specific alternative methods (5-press, web UI), but did not guide through any diagnostic steps or verify current LED state in real time.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered appropriate OOW options: AI tool, paid support, and emailed self-help instructions without dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent confirmed the symptom (node not found, LED red) and offered targeted solutions (reset, 5-press, web UI), but did not ask about placement, interference, or firmware, nor establish a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 92%
Agent could have used the web interface (http://myrouter.local) to check node status or firmware but relied solely on customer description; no tool use despite available diagnostics.
T3 Partially Met No misinformation conf 89%
5-press method and 20–25s reset are correct for WHW01; however, claim that router password 'cannot use same character in a row' is not supported by documentation and is likely inaccurate.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent introduced themselves and collected info, but long silences, lack of agenda, and no time management cues weakened call control.
C2 Partially Met Confirmed understanding conf 86%
Agent used understandable language and answered questions, but did not confirm comprehension or adapt explanations to customer’s informal tone.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the line to compose and send the email, took ownership of delivering next steps, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (reset, use email instructions) but did not set a timeline for follow-up or resolution.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was warranted; agent correctly handled OOW case by offering documented alternatives instead of escalating unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent did not explicitly acknowledge frustration, but remained polite and solution-focused; minimal empathy shown, but no discourtesy.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace and answered questions, but did not actively match customer’s casual tone or check for understanding after key steps.
X3 Partially Met Overall experience conf 86%
Agent avoided re-asking known info and sent helpful instructions, but required customer to perform reset and follow emailed steps without offering remote assistance or simplifying process.
Call Transcript23 turns · 27 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.dot Linksys.com. Please have your device's 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 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. Hi, thank you for calling Linksys technical support. My name is Ellie, how can I help? [silence] hi, how's it going, buddy?
00:00
Speaker 1
And one of the nodes connected no problem. And the other one keeps saying no connection. Can't be found. Yeah. Yeah, they're like little towers. Yeah, it was like purple. I just unplugged it. I got to plug it back in. I don't know what happened. Here we go.
01:00
Speaker 2
Is this a new router? Okay, so this is an initial setup. What can you... are those like a little towers? On top of that little tower, can you see any... some LED light color coming from the router that is not connected yet? Aye aye. Please plug it back, sir. And I'm while waiting to...
01:00
Speaker 1
I have three of them. Does it matter which one's connected directly to the modem? Yeah. Uh, what do you need, serial number? The serial number is F106 002 5821267.
02:00
Speaker 2
for that router to boot up, sir? Can you give me the model number and also the serial number of the other Linksys router that you have that is connected directly to the modem? um one of them should be connected. Oh, yeah. It doesn't matter for as long as one of them is connected directly to the modem. That'll lower levels. Uh huh. Uh the serial and the model number. Okay. Uh, let me just verify it. Okay. Ring. Uh, okay. Uh, I'm just verifying the number for the serial and the model number of the router that you're talking about that is connected directly to the modem. Anyway. Any model and serial number will do. Mhm. As long as it is the one that is connected to the modem. Okay. So, one less. Uh, okay. Uh, all right. TETRA. Thank you. Mhm. Okay. So, so the model number is Linksys EA 6400, right? And number the serial number is. Okay. I think you wanted me to tell you for that router to boot up or for that router to get data from the modem to the lower that software. So, to be able to connect to the internet with the long-term.
02:00
Speaker 1
F is in Frank. Yep. Yeah, I believe, I mean, the other one, the colors don't look like the same colors in the app, but it looks like it's connected. Oh, anyway, now it's doing so let me, so let me ask you this. So, I just looked on. It says nodes. No. Yeah, nodes to one.
03:00
Speaker 2
back to you that's two five is it s for Sam. Okay F as in Frank and then one zero six zero five eight two one two six seven. Okay thank you so much for that. So since you have three of this one, sir, and you mentioned that one of them is not connected yet so the other one it's already connected, right? Okay on the other, I'm sorry. Yeah. Yeah. [silence]
03:00
Speaker 1
One's connected to the router and one's on its own. Yeah. Eric Earic Talent, Eric talent.
04:00
Speaker 2
I want to go back there. Um, by the way, sir, is this your first time calling Linksys? Um, can you give me your first name, sir, and your last name, please? OK, thank you so much. Um, Eric. And can you also verify your email address? okay thank you so much and your internet service provider eric is okay thank you so much let me create the record first uh just give me a minute or two thank you what you have is the w h w zero one zero one zero three uh by the way um eric since you mentioned that you just uh got this router uh because what we actually have in file my
04:00
Speaker 1
I mean, I bought it a while ago, I just never cooked it up, never hooked it up.
06:00
Speaker 2
Ok, like I said, in our file, Eric, the device that you have is already considered as out of warranty. So, do you still have the proof of purchase of this router? Ok, um, can you send the proof of purchase to me right now? Sure, we can then we can proceed on the troubleshooting. Because just to set the proper expectation, since the router is considered as out of warranty, so the free technical support over the phone is no longer be available, but we have options. First option is you can visit the website of Linksys and take advantage with the AI tool agent. So that website is support.linksys.
06:00
Speaker 1
[silence] Well, I don't. Can you okay, because I don't really want to pay for anything. Can you just tell me why every time it says we didn't find any nodes, try again, like why does it just not see it? What am I doing wrong?
07:00
Speaker 2
[silence] Linus.com, so the AI tool agent is located at the lower right uh side corner. The second option here will cost you $15 to have a technician walk you through when setting up your WHW router and that $15 will only last for an hour. Then the third option here [silence] I'm sorry. [silence] Uh] Yes [silence] Uh? Yes, for that one, Eric. [silence] [silence] Um, the parent node can only add you know, a child node one at a time. Well, maybe you need to turn it off, you know, the child node and turn it back on or add the child
07:00
Speaker 1
I mean, it's in blue right now, but it changed to red.
08:00
Speaker 2
node in a different way. Cause what you're actually doing right now is adding the node, I believe you're using an app. Yes. So we actually have some other options on adding this, um on adding another router to your existing mesh system. First is the 5-press pairing method. Second is the app. Third is the web browser interface. So you can try those three. And uh if right now since the child node is in solid purple, right? Um, okay square space. If it's actually changed to red, so it actually means that, um it doesn't have any internet and it's not connected. So, um, how about with this one, Eric? Cuz we actually have cuz I was actually about to tell you the third option here. Like, I can send you an email with all of the troubleshooting instruction that you need for you to hook up this last child node to your mesh system. And that email, it will consist of all of the ways on how you can add the child node with the steps that I provided to you. Okay. So, uh, okay, thank you so much. So can you like, you know, at least give me a minute. Can you stay on the line while I'm crafting that email? Just to make sure that you receive it. Okay. Thank you so much. I'm actually almost done Eric. Give me one moment. Okay, there you go, Eric. I just sent you the two other ways on how you can add the third child node to the network.
08:00
Speaker 1
Okay, great. Thank you for that. Could I possibly have a bad node because it always goes, it goes from blue to and red. Silance.
13:00
Speaker 2
[KEEP_UNCERTAIN] Okay, since you already know how to add it using the app, so I provided you the other option of doing the five press method and the web browser interface. [silence] Okay, thanks. [silence] Okay, um another tip for that one, Eric. [silence] So, if that is actually the case, that um this third router that you have or the second child node is acting like that. Um, how about you reset again that pa, that child node, but this time do it a little much longer. So press and hold the reset button of that child node for like about um, 20 to 25 seconds. So do not let go of the reset button if it's not yet 25 seconds.
13:00
Speaker 1
Right. Okay, great. Then yeah, one, one other quick question. I live in a three level home with the parent node being plugged into the Verizon wire router. Where is the best place to put the put the child nodes? Like on on the same floor?
14:00
Speaker 2
okay? Okay. After that, then you can then follow the other ways how to add that child node to your network. So you can do the five press or you can use the web browser. Okay. Thank you so much, Eric. So would there be anything else that I can help with? I'm sorry. Yes. Okay. Okay, so since you have a okay, so since you have a three-floor building. Okay. I mean, your house has a third floor, so it's actually much more. So you can actually deploy them on a different location, you can put the other child node on the second floor and then the other one will going to be on the third floor. Then the Verizon together with the parent node is on the first floor. You can do it actually like that for as long as there is no like, let's say there is no any thick walls that can actually cause, like you know, blocking the signal. Third one is like any appliances that could that could also cause like, you know, interrupt the signal as well. Like let's say about like a microwave oven like that. Because those are actually the things that can actually cause some issue. Since we are since we, I mean, you are going to have a mesh system and the child nodes will going to be standing.
14:00
Speaker 1
Okay. All right. Okay. And then last question, should, should my password for my Linksys mesh system be different than my password for my actual internet?
16:00
Speaker 2
well, if you are talking about because Linksys actually has two different passwords, sir. So, you have the router password and the Wi-Fi password. So, the router password is the one that you use to access maybe the app or the web browser. Now, the Wi-Fi password is the one that you use to connect a device to your Wi-Fi. So, you can have it differently or you can have it the same.
16:00
Speaker 1
Okay. great. Thank you. Yeah, I did just uh go. Yep. OK, great. Great. Thank you so much.
17:00
Speaker 2
your router password, but it's actually a kind of tricky one because you cannot use the same character on, you know, in a row. If you are going to set up a router password. Okay. Thank you so much as well, sir. Sit. But, uh, did you receive the email already? Okay, so, yeah. Um, yeah. Don't forget to reset the child notes. So okay? For 25 seconds, so that it can refresh itself and, uh, it will absolutely gonna work, sir. I can guarantee you. Okay. Thank you so much, sir. Sit. Have a good one. Bye-bye for now.
17:00