V2 Rubric Detail — e5e138b0-6506-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 19:59
Duration
9m 45s
Contact
Mike Hindman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#GI00133019
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - device reconfigure_WHW03 - #LTS00045835
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect information by stating free support is not available for out-of-warranty devices, directly violating the documented OOW best-effort policy (universal_firmware_update.md, universal_mesh_node_management.md, etc.), which requires troubleshooting even for OOW devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide the required best-effort troubleshooting for an out-of-warranty device, incorrectly stating no free support was available, which is a direct violation of policy. No resolution was achieved, no tools were used, and empathy was absent. The customer was left to reconfigure the entire system alone, resulting in an unresolved case with a critical accuracy failure.

V1 Case Analysis

Customer reset WHW03 mesh system, lost Wi‑Fi/internet, cannot connect Bluetooth printer. Agent confirmed model, stated warranty expired, offered $15 paid support or email guide, but did not walk through re‑configuration. No resolution achieved.

Troubleshooting Steps
  • Agent identified device model (WHW03) from internal record.
  • Agent explained that reset deletes Wi‑Fi credentials.
  • Agent offered paid support or an email guide.
Key Observations
  • Agent correctly identified the WHW03 model from system records at [02:00], avoiding unnecessary customer input.
  • Agent accurately explained that resetting the parent node deletes Wi‑Fi settings and requires full reconfiguration [04:00].
  • Agent failed to provide the correct URL http://myrouter.local or http://192.168.1.1 for SPNM6‑based WHW03 setup — instead only vaguely referenced 'web interface' without directing to the proper portal.
  • Agent pushed paid support before attempting any free, safe, basic triage steps that should be available regardless of warranty.
  • Agent did not confirm serial number or verify whether customer could access physical device or app, creating risk of misdiagnosis.
Positive Highlights
  • Agent correctly identified the product model (WHW03) from the system record at [02:00], demonstrating CRM use.
  • Agent accurately explained the consequence of resetting the parent node: deletion of Wi‑Fi SSID and password [04:00].
  • Agent set proper expectations about expired warranty status and clearly presented two support paths: paid assistance or free email guide [05:00].
Agent Errors / Gaps
  • Failed to follow the Full Mesh Network Rebuild guide for WHW03 (no step‑by‑step reset and re‑setup instructions).
  • Did not confirm or capture the device serial number.
  • Provided incomplete technical guidance by failing to direct customer to http://myrouter.local or http://192.168.1.1 — the correct initial setup URL for WHW03 (SPNM6 platform) — leaving customer without actionable path.
  • Lacked empathy and clear call control; repeated questions without confirming answers [03:00–04:00].
  • Prematurely offered paid support before exhausting free, standard reconfiguration guidance available to all customers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the printer connectivity issue or restore the Wi-Fi network; only offered paid support or an email guide without guiding the customer through re-setup.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model number, number of nodes, and LED status, but did not perform meaningful troubleshooting steps like guiding the customer through reconfiguration or verifying internet connectivity.
R3 Not Met Correct resolution path conf 90%
Agent stated 'we no longer provide free technical assistance for out of warranty devices,' which contradicts the OOW best-effort policy requiring real troubleshooting; instead, only offered paid support or an email, failing to provide the expected best-effort help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the device model (WHW03), number of nodes (four), and LED color (amber/pink), but did not ask key diagnostic questions such as which node was reset, current internet status, or whether the parent node was online.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, web UI login, speed test) were used despite the need to verify mesh status and internet connectivity; agent relied solely on customer description.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed that free technical assistance is no longer available for out-of-warranty devices, directly contradicting the documented OOW best-effort policy in the KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and presented options, but failed to set clear expectations early or structure a troubleshooting path, leading to disjointed interaction.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and repeated options clearly, adapting communication to customer understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and offered options (email guide, paid support) without transferring, but did not take ownership to actually resolve the issue or guide reconfiguration.
O2 Partially Met Proactive follow-through conf 80%
Agent mentioned sending an email but gave no specific timeline or follow-up commitment, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within L1 scope despite being OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated effort, or the impact of losing all settings; no empathy expressed despite clear customer distress.
X2 Not Met Tone & rapport conf 90%
Agent used a transactional, script-like tone and did not adapt to the customer’s confusion or emotional state, failing to maintain engagement.
X3 Not Met Overall experience conf 95%
Customer was forced to reconfigure all four nodes from scratch and offered only an email or paid support, creating unnecessary effort without agent-side assistance.
Call Transcript17 turns · 18 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.com. Please have your device 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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options
00:00
Speaker 1
Oh, hey, Rio. This is Mike. Um, I was following some instructions, basically on how to get the, uh, uh, a Bluetooth printer connected to, uh, to the Lenk system and it had, it said to press the, uh, reset button on the my, my Lenk. This, and I did and you know, it normally runs green and it turned amber, kind of a pinkish color. So I'm trying to figure out, excuse me. Oh, it's a YouTube video on how to set up a, uh brother's 31 HL 3170, uh,
01:00
Speaker 2
I may be available depending on the issue hi thank you for calling linksys tech support this is Rio how can I assist you for today I'm sorry I'm sorry where uh where let me just confirm sir where did you get an option to click to reset button so you can connect your printer
01:00
Speaker 1
printer trying to get it to recognize my laptop, [silence] yeah, everything was doing fine until I hit the reset button. [silence] Okay, uh, you need my model number or serial number? 'Cause it's, it's, it's basically, okay, the serial number is, oh, wow, it's long. [silence] Uh, yes. Yes, it's me. Uhuh. Yes, that's it. [silence] V2.
02:00
Speaker 2
Okay, okay so before you BA uh before you call here sir, uh your internet was working fine, right? Where did you hit the reset button, the parent node or child node? Okay, okay yeah sure, go ahead, I'm sorry sir, hold on, hold on I'm speaking with Mike Heineman, I was able to pull up a record for you sir in the system using this number you call us here you do have a model number WHW03.
02:00
Speaker 1
How many do I have? I have a total of four. What is the what showing? The light indicator, it is like a pink color. In the pair it mode, yeah just underneath on the bottom it says there is a reset option and I press that. [silence]
03:00
Speaker 2
Okay. So, you have four of them, sir? How many linksys devices do you have? Okay. Before we procedure, what's the light indicator showing in the linksys device? [silence] What's the light indicator showing in your linksys device. [silence] Um, where did you press the reset button, sir? In the parent node or in your child node? [silence] Uh-huh. [silence] Okay. You're just [silence] Just as a proper expectation. If you're going to hit the reset button of your parent node, what you have done so far if you deleted your [silence]
03:00
Speaker 1
Okay, yeah. Okay.
04:00
Speaker 2
Settings. So by deleting it, you delete your current Wi-Fi name and Wi-Fi password. Now, what you're going to do right now, sir, you don't have an internet. Because you've hit the reset button of the notes. Now, you need to reconfigure again your whole system, your four Linksys devices so that you will have an internet back. So by again, sir, if you are going to connect your your printer to the Wi-Fi, you need to go only to the settings of your printer. You don't need to press any button in the Linksys device. And then I've checked the Linksys device that you have here. Based in a recorded, the warranty of your product has already been expired, and just to set proper expectation that when you want to reconfigure the device, the warranty is not able.
04:00
Speaker 1
I'm on the app right now and it says I have no internet connection troubleshoot. will walk you through common fixes or log on with the router or password. So I guess you get the only option. Other one is to replace the nose and now work. Let's see. Are you sure you want to log out? Uh, don't want to log out. [silence]
05:00
Speaker 2
We no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one-time phone support lasting only for 60 minutes, but there would be a fee for that. And that's $15. Now, if you don't want to pay $15, it's okay. What we can do for you is we can only send you an email troubleshooting guide for free through your email so you can reconfigure your whole system again. But which one do you prefer? Well, commercial this is absurd. [silence]
05:00
Speaker 1
Okay, so let me just log out of that. So, it's basically it's no good anymore. No, okay, um, open your phone setting, find the tab Wi-Fi. I don't know why it says connect your router's Wi-Fi. Open your phone settings, find the tab, I don't know.
06:00
Speaker 2
that it's not reliable anymore because we have removed remote access for the Linksys app. You can only log in using your router password in the Linksys web interface. So you can add back the Linksys nodes. The nodes that you have, sir? Yes. Since you have reset the whole system. Uh, go ahead. Yeah, you. You need to connect your Linksys Wi-Fi name, sir. There will be Wi-Fi name showing.
06:00
Speaker 1
Okay. Yeah. Okay. See, that showed up on the menu on the printer. Okay. So the... Okay, so I'm currently connected right now. So it says I'm connected to the, uh, what used to be the uh, Lynxis. Used to show up as Lynxis. Now it shows up as V-E-L-U-P setup 985. from scratch. A lot of work for a for a 15 second, uh, [silence]
07:00
Speaker 2
Well, sir, you cannot connect your printer, you cannot connect the printer with your linksys right now. It's because you've reset the system. You don't have an internet for your linksys. Yeah. You need to be connected to that so that you can set up the whole system again from scratch. Yes.
07:00
Speaker 1
So, okay, so should I pay you $15? Do you send me a build for $15 or how do you do that? Okay, so I'll why don't you send me the email, then I'll call you back and pay the $15 if I can't get it functioning. Yeah, that's correct. Okay, all right, yeah, we get to it. It's not even showing up the phone call. Everything is blank. You may have to hang up on on me. Okay, yeah. All right, you too. Bye.
08:00
Speaker 2
go ahead and refresh your email, okay? All right, thank you so much for your time. Have a nice day ahead. Bye-bye. Hello, sir, you can now release the line. Okay, yeah, sure, sir, permission to release the line, okay? Have a nice day.
09:00