V2 Rubric Detail — e78d810e-6e76-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 20:13
Duration
13m 44s
Contact
Crysthian Castano
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134337
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp5.00/5
Overall35.3% (+3.3)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting or provide actionable technical resolution for the mesh node issue, immediately defaulting to paid support. While communication was empathetic and next steps were clear, the lack of technical engagement and failure to follow OOW best-effort protocol resulted in no meaningful progress. This constitutes an unresolved case due to absence of troubleshooting and premature commercialization of support.

V1 Case Analysis

Customer unable to see mesh nodes in Linksys app; agent misidentified model (WH003 vs WHW03), falsely claimed firmware updates removed app visibility, and skipped troubleshooting. Offered paid support prematurely. Provided correct web interface URLs but no actionable steps.

Troubleshooting Steps
  • Collected customer contact information (name, phone, email).
  • Collected serial number (20J6A900932) and incorrectly identified model as WH003.
  • Confirmed ISP (Spectrum).
  • Stated devices are out of warranty.
  • Offered paid support ($15) without troubleshooting.
  • Provided web interface URLs (192.168.1.1 / myrouter.local).
Key Observations
  • Agent misidentified model as WH003 at [06:00] — correct model is WHW03 (Velop AX6600).
  • At [08:00], agent falsely claimed firmware updates disabled app visibility for WHW03 — this is contradicted by KB and product reality.
  • No basic troubleshooting (reboot, reset, app re-login, or node pairing check) was performed before offering paid support.
  • Paid support was offered prematurely, violating protocol for out-of-warranty calls per universal_escalation_guide.md.
  • Agent failed to verify if the customer had already tried accessing the app or web interface.
Positive Highlights
  • Collected complete customer contact information (name, phone, email) accurately.
  • Correctly identified ISP as Spectrum.
  • Provided correct local web interface URLs (192.168.1.1 and myrouter.local) for WHW03 series.
Agent Errors / Gaps
  • Misidentified product model as WH003 (invalid) instead of WHW03 at [06:00].
  • Provided factually false technical information: claimed firmware updates removed app visibility for WHW03, which is unsupported by any KB article.
  • Skipped all standard troubleshooting steps (reboot, reset, app re-login, node pairing check) before offering paid support.
  • Incorrectly stated that web interface access is the only option due to firmware changes, which is not supported by KB.
  • Offered paid support without first offering or attempting any self-help path, violating paid support workflow guidelines.
  • Failed to obtain explicit acceptance of the paid support offer before proceeding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the mesh node visibility issue; only offered to email a link and suggested customer call back if unable to self-resolve.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, reset, 5-press, firmware check) were performed before pushing paid support.
R3 Not Met Correct resolution path conf 94%
Agent identified OOW status but failed to provide best-effort troubleshooting as required; immediately defaulted to paid support without attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask relevant diagnostic questions (e.g., LED status, node placement, prior resets); skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., remote verification, web interface guidance beyond URLs); relied solely on verbal description despite resolvable issue via standard diagnostics.
T3 Partially Met No misinformation conf 80%
Correctly stated warranty status and provided accurate URLs (192.168.1.1, myrouter.local), but failed to give complete technical steps to restore mesh functionality.
Communication
C1 Partially Met Clear & professional language conf 85%
Collected customer info and framed call, but lost control by prematurely pivoting to paid support instead of guiding technical resolution.
C2 Partially Met Confirmed understanding conf 82%
Used plain language and apologized appropriately, but instructions were vague (e.g., 'access web interface') and paid support offer may have confused customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent owned the interaction by collecting details and promising to send a link, but did not attempt actual resolution before deferring to paid support.
O2 Met Proactive follow-through conf 90%
Set clear next step: 'I’ll send you a link… try 192.168.1.1… call back if you can’t do it' — specific, actionable, and time-bound.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 93%
Repeatedly apologized ('I really apologize for the inconvenience, sir') and maintained professionalism despite customer confusion.
X2 Met Tone & rapport conf 87%
Maintained calm, courteous tone and adjusted language to be accessible; kept customer engaged throughout.
X3 Met Overall experience conf 86%
Collected all necessary information upfront and offered to email a direct link, minimizing customer effort and repetition.
Call Transcript19 turns · 22 lines
Speaker 2
[silence] welcome to Linksys support. [silence] [silence] [silence] [music] to ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, press 2. [silence] Please select from the following options. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, [silence] If you're experiencing issues with your Linksys product, and it's not [beep]
00:00
Speaker 1
[silence]
01:00
Speaker 2
out of warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/rlinksys. Hi, thank you for calling Linksys. This is Regine, how can I help you today?
01:00
Speaker 1
And, you know, reset it or make a new system, like it can't identify, um, the nodes. So I'm not able to like reconnect to the mesh to the uh to the network. Uh, no, no. So my um, my home Wi-Fi was somehow split into like two separate networks. And now I made it just one. So when I made it one, the mesh system must have lost its connection and now I can't get it back. Yeah. Yes. Uh, my name is Christian Costano.
02:00
Speaker 2
Let me just confirm, sir, do you have a new modem or new internet service provider? [silence] But is this your first time calling us for support? [silence] And are you calling from United States? [silence] Okay, so may I know your first name and last name, sir? [silence] Christian, spelled to C-H-R-I-S-T-I-A-N. The C-R-Y, then letter S. C-H-I-A-N. So C-R-Y-S-T-I-A-N. And your last name?
02:00
Speaker 1
Uh,. Yes. Yes. It's 516-492-8411. Uh my email? it's my first name, Fari.an. Dot R-I-N. and then my last name at Outlook.com. Thank you.
04:00
Speaker 2
for Oscar. [silence] [silence] in your email. [silence] Okay. [silence] So, let me just verify it. [silence] Again, so it spells as c r y letter s c h i n dot p e s T. A N O at outlook.com.
04:00
Speaker 1
And my last name is C.A.S. for Oscar. Yes. Yes. Christmas. total. There's three notes for the most. Okay. I don't know which one is the parent folder. No one of the same exact email. Okay, go ahead. Sorry. Serial number. Let's see. Okay. It's 20J.
05:00
Speaker 2
So C for Charlie, A for Alfa, L for Lima, T for Tango, A for Alfa, N for November, O for Oscar, C for Charlie, A for Alfa, T for Tango, A for Alfa, N for November, O for Oscar. [silence] Castano. [silence] And how many Linxess devices do you have sir? [silence] [pause] Three Linxess devices. [silence] Can you please provide the serial number of the main router or the parent node. [silence] The one that is connected directly to the modem. [silence]
05:00
Speaker 1
one zero C as in Charlie, six a, as in alpha, 900 932. model WH yeah it's Xfinity.
06:00
Speaker 2
okay, so the model number of your Linc Loss routers are WH003. And who is your Internet service provider? Spectrum. Okay, thank you for that. Now, before we proceed, um, a question. I would like to set an expectation regarding of the warranty status of your Lin system devices. Okay, so by the way, it indicates in our system that your devices are no longer under warranty. And I really apologize that [silence] I have to let you know about this. I just I want to set up an expectation so that you know what to expect should you encounter any bah, concern, that along the way. And of course, regardless, we will help you guide you with, um, provided that we we remember that you need to purchase all the device that may need repair because it's already out of our warranty coverage.
06:00
Speaker 1
Uh, uh, right now it looks like it's solid blue. Um, yeah, well, but when I go on the app, Windows app, the it's not showing up at all. Like it's not recognizing it. So I can't see any settings or do anything with it.
07:00
Speaker 2
Live Support is no longer available however we have a paid support. I can still assist you figure out what's really going on with your Linksys mesh system after you applied changes but then you need to pay $15 and it's good for a 60 minutes of troubleshooting. So, you want to proceed with the paid support? Okay. Now, what is the current light indicator of your Linksys devices after your applied changes? Meaning it's working. I Science. [silence]
07:00
Speaker 1
Okay. How do I do that? Okay, hold on. Um, so you said I need to go to, what is it called? Where is it that I need to go? Just tell me that.
08:00
Speaker 2
Yeah, because I do really apologize for the inconvenience, sir, but due to the firmware updates of this WHW03, so it is no longer visible on the Linksys app. This model. So you really need to access the web interface since you really uh you want to configure your wireless settings, so you need to access the Linksys smart wi-fi tools through your computer, and then go to your wi-fi settings to change your wi-fi name to all of the bandwidth. So you don't want to separate the bandwidth. So would you like me to assist you by paying $15. For the support of the web interface.
08:00
Speaker 1
I'm just gonna tell me like how to find that. Okay. All right.
09:00
Speaker 2
that links to smart Wi-Fi tools so let me just send you a link via email I guess you can go online since your link system devices are working fine but let me just send you a link on how to access the web interface of our intelligent mesh devices just give me one to two minutes to do that Yeah, just give me a two to three minutes, sir. I got there some of my resources to send via email. [silence] Okay, so for this process, you really need to use a laptop or a computer. So, based on the link that I sent to your email, you need to access the web interface through opening a browser, try to open a browser or launch a browser, then on the address bar type 192.168.1.1 or myrouter.local.
09:00
Speaker 1
Okay. Okay. All right. Um, yeah, I'll, I'll try to first, I'll call back if I, if I can't do it myself. All right. Thank you.
13:00
Speaker 2
And if you forgot your admin password, you can try to reset and create a new one. But make sure that you are connected to your Linksys, Linksys network. Yes. So just feel free to call us back and bye for now. Christian. Have a great day.
13:00