V2 Rubric Detail — e92c3d7a-6656-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 12:04
Duration
27m 37s
Contact
Shannon Routhier
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133221
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent failed to escalate despite clear escalation trigger (flashing red LED after reset and cable swap, no WAN detection), which is a documented hardware or connection fault requiring Tier 2 support per KB.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent applied correct technical procedures including the valid 5-press method and local UI access, and maintained ownership throughout. However, they failed to escalate a clear hardware/connection fault (flashing red after reset), omitted key diagnostics like modem checks, and provided no next steps. This constitutes an ownership gap with a critical failure in escalation judgment, triggering auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer with WHW03 V2 Velop (S/N: 1313805) reports no internet after reset; nodes flashing red/faint red. Agent incorrectly advised 5-press reset (not supported for WHW), failed to guide through proper Pair button or web UI recovery, and did not establish a clear next step. Issue unresolved.

Troubleshooting Steps
  • Verified model (WHW03 V2) and collected serial number and contact details.
  • Instructed customer to check Ethernet cable connections between modem and main node.
  • Incorrectly advised 5-press reset on main node (unsupported for WHW series).
  • Guided customer to access router UI at 192.168.1.1; customer encountered certificate warning.
  • Attempted to navigate customer through web interface to check port status.
  • Suggested swapping Ethernet ports and testing alternate nodes on modem.
Key Observations
  • Agent provided materially incorrect technical guidance: 5-press reset is not supported for WHW03 V2 (only for LN/MBE series); this is a KB violation.
  • Agent failed to recognize that the customer was unable to proceed due to certificate warning and gave unsafe or unclear instructions to bypass browser security.
  • Call ended abruptly without any operational closure—no escalation, callback, follow-up, or self-help path offered.
  • Agent repeated questions and gave confusing instructions (e.g., '192.168.192' at [14:00]), indicating poor call control.
  • Despite collecting model and serial, agent did not use correct product-specific recovery procedure.
Positive Highlights
  • Collected correct product model (WHW03 V2) and serial number (1313805) early in the call.
  • Collected full customer contact information (name, phone, email).
  • Attempted to verify physical connections and suggested cable swap, which is valid for WAN troubleshooting.
Agent Errors / Gaps
  • Provided wrong pairing/reset procedure for WHW series: 5-press reset is not supported; correct method is Pair button or web UI add node (KB violation).
  • Gave incorrect URL instruction: said 'proceed to 192.168.192' at [14:00], which is invalid and misleading.
  • Failed to handle browser certificate warning safely; encouraged customer to bypass security without explanation or risk disclosure.
  • Did not confirm WAN handoff or modem status despite red LED indicating no internet detection.
  • Did not establish any next step, escalation, or self-help path before ending the call.
  • Repeated unclear and fragmented instructions, especially during web UI navigation (e.g., 'in line with that' at [16:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still has flashing red/yellow nodes and no internet after the call; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed 5-press reset, cable checks, and attempted local web access, but skipped key steps like power cycling the modem and verifying ISP service status.
R3 Partially Met Correct resolution path conf 88%
Agent continued troubleshooting for an out-of-warranty device, which aligns with best-effort expectations, but failed to confirm if the device was ISP-provisioned (Community Fiber), which affects support path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified flashing red as a WAN connectivity issue and checked cables and ports, but did not ask about modem LEDs, ISP outages, or perform a direct modem speed test — key diagnostic omissions.
T2 Met Appropriate tools / resources used conf 93%
Agent correctly used 192.168.1.1 for local access and applied the 5-press method (valid for WHW03v2 per KB), which are appropriate tools for configuration and escalation.
T3 Met No misinformation conf 95%
All technical instructions (5-press reset, port swapping, interpreting solid red) are factually correct per KB; no material inaccuracies were made.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set initial expectations about warranty and process, but lost control during long silences and failed to manage transitions clearly when switching troubleshooting steps.
C2 Partially Met Confirmed understanding conf 82%
Agent used terms like 'table', 'X mark', and 'troubleshooting tab' without confirming understanding; however, did adapt by repeating instructions and guiding through UI steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, and persistently attempted multiple troubleshooting paths without avoiding responsibility.
O2 Not Met Proactive follow-through conf 94%
No clear next steps, timeline, or follow-up commitment was provided; call ended without resolution or plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Node showed solid/flashing red after factory reset and cable swaps — a documented escalation trigger per Step 2 of universal_escalation_guide.md — yet agent did not escalate.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so no execution details (correct team, customer notification, documentation) were provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not express empathy or acknowledge frustration, but remained polite and patient despite customer confusion and delays.
X2 Partially Met Tone & rapport conf 83%
Agent repeated instructions when needed and stayed engaged, but did not simplify language or adjust pace for a clearly non-technical customer.
X3 Not Met Overall experience conf 93%
Customer had to repeat model, serial, and network details; performed all steps manually without agent-side assistance or streamlined guidance.
Call Transcript46 turns · 50 lines
Speaker 1
Hi, I, my, my boxes aren't working. We lost internet and I pressed reset and now my they're not working.
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.linksus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may... 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 may be available depending on the issue. Hi, thank you so much for calling us. This is Drazh. Can I help?
00:00
Speaker 1
the model number oh shoot where did it go I just had it the model number is W-H-W zero three V two um well they went bankrupt so it's community fiber um that's no longer their name and they don't have a new name yet three my phone number you said serial number is uh two zero J two zero six zero nine two four four nine one zero four six 81 3391 28 20 244 and my phone number is 206 6555 887
01:00
Speaker 2
I see so what's your model number of your lynksys device okay and um who's your internet service provider oh many lynksys device you have in total can you give me the serial number please of one of the mode serial number of the mode
01:00
Speaker 1
Yeah. One three one three eight zero five yeah. Shannon Roussier and my last name, yes, and Shannon S H A N N, N O N.
02:00
Speaker 2
wanted to What can I get you today?
02:00
Speaker 1
I'm not sure, probably a few. Is that my last name? Rothier, R-O-U-T-H-I-E-R, Shannon, S-H-A-N-N-O-N, at gmail.com.
03:00
Speaker 2
Tier하зах, the T-H-I-E-R. Okay, how long have we been using the device? Okay, can you provide me the your email? Okay. So Your phone number is uh 613-803-5783.
03:00
Speaker 1
Yes, I have them all together.
04:00
Speaker 2
All right, so can you please bring the node right next to the main node, all the three of them. And just to set your expectation, okay? Just to set your expectation that we only provide three-year warranty for this device. And for out of warranty system, we no longer provide replacement if in case it's deemed defective. But don't worry, we could still provide you free technical support. So for now, let us go ahead and reset the nodes and we'll try to reconfigure it. Can you tell me what's the light indicator of the main router, the main node? and did you reset all of them? Have you pressed the reset button for all of the notes? Okay. Can you try to go to the Wi-Fi settings of your phone?
04:00
Speaker 1
Right. Right. Yes. I have three Velop setups. OK. Right. I think I pressed it too fast. Oh, no, now it's yellow.
05:00
Speaker 2
Right, and try to look for a Wi-Fi name that starts with community fiber or velop setup or linksys setup. Okay, that's the case it means that the nodes are ready for setup, so we can we're good to proceed in the step up process. So please press on the node that is connected to your modem. Please press the reset button five times within five seconds. It's going to be pressed and released, press and release five times, not too fast, not too slow. And then just leave it and then observe the light indicator.
05:00
Speaker 1
This is flashing yellow. Okay now oh. It went green for one second. Now it's back to yellow. Now it is green. Oh, no. No, now it's back to flashing yellow. Do you want me to press them all five times?
06:00
Speaker 2
no no no no no how about the other nodes just and the other nodes so that no that is all connected to the modem is still flashing red can you try to check if the cable is hooked up properly did not disconnect the cable just check if it's hooked up properly from both ends from the modem and the link is
07:00
Speaker 1
yeah I'm still flashing red, but everything's connected. Yep. Okay. so I'll unplug the ethernet from the modem and plug it directly into the box. no. [silence]
08:00
Speaker 2
it's connected find okay, well ma'am, I just wanted to set your expectation that um, the light indicator of the parent node or the main node which is hooked up to the modem is flashing red, it means that that node is not detecting connection to the modem okay? from I mean from the modem? So we need to swap cable. Do you have an extra ethernet cable? So we can change the cable? No. Do you have an extra ethernet cable? [silence] Do you have a computer?
08:00
Speaker 1
this? Yes. I'm on the phone, George. [silence]
09:00
Speaker 2
Okay. Can you connect your computer to the Wi-Fi of that note? You look underneath that note. There's a setup name and look at that Wi-Fi name on the list of available networks on your computer.
09:00
Speaker 1
the main. Okay. sorry. I have to go back upstairs. I'm going back downstairs. Um, okay. So yeah, the main one's still flashing. The other ones are solid red. And now I'm gonna go to the Wi-Fi on my computer. See.
10:00
Speaker 2
So the other notes are just solid red right now. [silence]
10:00
Speaker 1
What do I find? No, they're solid. Oh, no. Something just changed. Oh, yeah, no, they're solid red. One was like blue for a second when I looked. Okay. VELVET Setup 6C4. Okay. I've just so I'm clicking on the Wi-Fi and click connect. Okay. Is there a password on this thing? It's so dark in here. K R. K Yen K Yen K Eth.
11:00
Speaker 2
the other nodes. The two other nodes are flashing red. Yes, connect to the node, the Wi-Fi enabled of the specific node, which is connected to the modem. Yes, there's a password underneath the node.
11:00
Speaker 1
[silence] Farmen. [silence] It says no internet secured. Remote, Okay. 192. on 1, 9, 2 is there a dot? Okay, I see that. Okay, it says the site can't be reached. [silence] Okay, sorry. 1 9 2.1 6 8.1.1 Lin. [silence] Why am I getting a warning when I try and access my router settings? Okay. Continue.
12:00
Speaker 2
okay on the address bar type in 192.168 yes 192.168.1.1 okay you have to type in the numbers on the address bar manually type it in do not select the 168.1.1 we wait all the way down there's an option to click continue or advanced or show details [silence]
13:00
Speaker 1
OK, it says this is a suspicious page block for your protection. I can't keep going anyway. Your connection's not private, attackers might steal your information. Not letting me go further. Proceed advanced. Oh. It says advanced or back to safety. OK. It says signed in. It says login with router password. Interconnection is down. Admin. OK, it looks like there's an AP here network, the page can't load. Use your passphrase or security code to sign in. Enter your password. Yeah. Give me one moment. We're like, we're connected. But it sounds like. Yeah. So I'm just going to plug that into my computer wirelessly. OK. And I'll see you.
14:00
Speaker 2
what the click advance. What does it say there? At the bottom, what's the option at the bottom? Okay, click advance. And then proceed to 192.168.192 and save. Okay, type in admin.
14:00
Speaker 1
Okay. That's for the password, the router password. Okay. I'm there. Now I have lots of Linksys Smart Wi-Fi tools, network status, Linksys home networking, Wi-Fi, guest access, device label. Uh oh. Hello. C-A like C as in cat. on the left side. Okay. Okay. Okay. Okay. No. There's no C. Ok. Pardon me? Ubociding on left side, okay. Okay. Okay. Okay. Okay.
15:00
Speaker 2
[KEEP_UNCERTAIN] for Charlie, it's, can you see the end user license agreement? Because it's in line with that. at the bottom right. It's very tiny. It's like a footnote. No, no, no. In line with that. in line with that. Okay. then click troubleshooting on the left side. troubleshooting on the left side. Okay. under troubleshooting on the status tab, click on report. Okay, and then scroll all the way down to the bottom on the reports, there are tables. on the table,
16:00
Speaker 1
on internet port, there is no X. Um, below it, it says, uh, 1G, BPS. So the first table says, nope, it says port, inter and then the top table says internet. The bottom table doesn't say anything. Oh, it says one and there's only an X on that. The internet table has no X. [silence]
17:00
Speaker 2
there are ports for internet for the the numbered port on the internet on the internet port where is the x mark located [silence] did you stop the did you on the internet there is no uh i mean on the internet table across that there is no x mark [silence] did you stop the the did you stop the cable a while ago when you check it?
17:00
Speaker 1
Not don't have to anything. I want to do anything. OK. If it I. While says Ethernet. Where it says Ethernet. No, I don't understand the only other port is like the Ethernet port. Is that what you're talking about? Okay. I'm not a tucky. I don't know all these things, but I I'll do the Ethernet. Okay.
18:00
Speaker 2
did you swap the cable did you disconnect it and connect it to the other port okay can you try to disconnect the cable and connect it to the other port there are two ports underneath you disconnect the cable and use the other port you just go to the node and then disconnect the cable use the other port there are two ports on the node right
18:00
Speaker 1
Okay. Yeah, I switched it. Red, flashing red. Yeah. Okay.
19:00
Speaker 2
Yes, there are two ethernet ports on the node. So the one was used already. Use the other one. What's the light indicator now. Is it solid? still flashing red? Okay, well ma'am, that's the case. It means that the node is not detecting connection. Okay, it could be that the modem is not providing internet or the cable is not working. Uh, but we could just try to swap the node now. Since there are two other nodes, get one of it and then connect it directly to the modem. Disconnect the one that is not uh that is flashing red.
19:00
Speaker 1
Okay, I plugged it into another one. A solid red. My modem is showing that there is internet. Okay. Okay, do you want me to press reset five times? [silence]
20:00
Speaker 2
Okay. What's the like in cater now? Okay. Okay. All right. Now we will try to set up this node man. And if in case that it will still turn flash, I mean, it will flash red after the setup, then you'll have to check your a differ table. Yes, please.
20:00
Speaker 1
There's nothing yet. There's no light. [silence] No, there's still nothing. [silence] Yes, five times. Can I be? No, not right now. [silence] No. Do you want me to try the other Ethernet port?
21:00
Speaker 2
hey what's the light in a Kator now after the 5 times there's no light indicator did you press and hold the light I mean the reset button did you press and hold it okay so right now there's no light indicator No
21:00
Speaker 1
Okay. Nope, there's nothing. it is nothing. Okay, it was it was ready for before I just reset five times. Yep. Yep. Yeah, I can see the light that it's on.
22:00
Speaker 2
because there is no light indicator, it will not work. can you please try to unplug the node and plug it back in? okay, what's the light indicator now? okay, what's the light indicator now? when you try to switch on, and make sure the power adapter is hooked up properly. is the cable hooked up properly? I mean the power adapter on the power port is it hooked up properly? there's light indicator now on the top?
22:00
Speaker 1
Do you want me to try pressing it five times again? OK. OK. Okay, as of right now, this one's solid red. Now I'm plugging in the cable. I'm going to press reset five times. Now this one is like a very faint red. Uh. Yeah, it's just a very faint red color. Not as bright as the
23:00
Speaker 2
No, it can't work because there's no light indicator. How about this one? Let's try to use the other node. [silence][silence]
23:00
Speaker 1
Solid red, but not very bright. It's really dull. The is the node connected to it's connected into a power strip. I don't know if I can, one sec, is this
24:00
Speaker 2
can you connect your node to a wall outlet please?
24:00
Speaker 1
Okay, plugged into a wall and now no want to reset. It is still a very faint red. I feel like I should press reset five times again. I just recessed I just plugged it into a wall. It's just a very faint. Yeah.
25:00
Speaker 2
do is a light indicator. What's a light applicator? No, no, no, no, no, no, not the width. Let's just just give the node time to fully boot up. So right now it's already connected to a wall outlet. So what's the light indicator now? Paint thread. Normally if the node, uh, if you just if the node is now power cycling, it's should be flashing blue. Let's just give it a few minutes to fully boot up. Let's observe the light indicator. Okay. What select indicator now? Hello.
25:00