V2 Rubric Detail — f693cec6-73e2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:50
Duration
5m 38s
Contact
Luis Duran
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135189
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall47.9% (-22.1)

V2 Grader Summary

The agent correctly identified the WHW03 as end-of-life and accurately mentioned the 5-press method as a valid troubleshooting path. However, the agent failed to perform any actual troubleshooting during the call, jumping straight to an EOL statement and suggesting a new purchase, which resulted in an unresolved outcome. No diagnostic questions were asked, and customer effort was not reduced due to repeated information requests.

V1 Case Analysis

Customer unable to set up WHW03 mesh nodes; device is EOL with no support. Agent offered email with setup steps (5-press method and web UI).

Troubleshooting Steps
  • Collected serial number
  • Checked device status (end-of-life / no firmware updates)
Key Observations
  • Agent correctly identified WHW03 as end-of-life based on serial number and model context.
  • No live troubleshooting was attempted; the call relied on sending instructions via email.
  • Agent provided technically accurate setup methods (5-press and web UI) consistent with KB guidance for WHW03 (universal_5press_models.md confirms WHW03 is 5-press compatible).
  • Agent did not verify the customer's ability to access the router’s web interface or perform the 5-press method during the call, but this was mitigated by offering written instructions.
  • Customer did not express frustration, and agent maintained a calm, professional tone.
Positive Highlights
  • Correctly identified the WHW03 as end-of-life and communicated lack of firmware updates and support (transcript [04:00]).
  • Provided the appropriate 5-press pairing method for WHW03 devices, which is KB-accurate (universal_5press_models.md confirms WHW03 is 5-press compatible).
  • Offered to send detailed step-by-step instructions via email, providing a valid self-help path for an out-of-warranty device.
  • Collected customer email (pr@gmail.com) and confirmed intent to send instructions (transcript [04:00]).
  • Maintained professional and calm communication throughout the call.
Agent Errors / Gaps
  • Failed to explicitly confirm the product model number (WHW03) before proceeding; relied on customer's phonetic spelling without verification.
  • Did not perform or confirm a warranty lookup; used a general EOL statement without citing a specific policy or lookup result.
  • Provided no live troubleshooting or validation of the suggested steps.
  • Did not summarize the next steps clearly before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the router end-of-life and suggested purchasing a new router; no troubleshooting or resolution was performed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (no reset, pairing, or configuration guidance); agent jumped to EOL statement.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EOL status but failed to provide best-effort troubleshooting (e.g., factory reset, 5-press pairing) for an out-of-warranty device before suggesting replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask about symptoms, setup attempts, or error messages; skipped diagnostic engagement entirely.
T2 Met Appropriate tools / resources used conf 92%
Agent used internal lookup to confirm EOL status, which was appropriate and necessary; no other tools were required given the product status.
T3 Met No misinformation conf 95%
Statements about EOL status and the 5-press method (valid for WHW03) were technically accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected serial and email and promised instructions but did not set clear expectations or manage transitions effectively.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and adapted to the customer's verbal delivery; communication was appropriate.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the call from start to finish, did not transfer, and committed to sending follow-up instructions.
O2 Partially Met Proactive follow-through conf 87%
Agent promised to send step-by-step instructions but did not specify timing or content, leaving the customer uncertain.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for an EOL product; issue was within L1 scope despite status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not acknowledge the customer's expressed frustration or difficulty with the bot interaction.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a neutral tone but did not adjust pace or empathy in response to customer's evident stress during model entry.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number due to transcription issues; agent did not streamline input or confirm data efficiently.
Call Transcript11 turns · 11 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.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 have your device 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. [silence] Hello, thank you for calling audio support. This is Charm. How can I assist you with today?
00:00
Speaker 1
Hi, yes, I've been trying to, I've been chatting with the bot to try to help me resolve my uh issue. I have two, um, um, devices, W, H, W, 0, 3 that I bought uh like three, four years ago and I haven't used them for a while. I moved into a different house and I need to use them again. I'm trying to set them up, setting them up but I can't. Um so I don't know how to make them work. Yes. Yes, two eight, letter H, 10 two 4, 315. Oh, okay. So, I'm, it's, very difficult to help you with that. Please, Sorry, do you want to maybe give me the version, like of your PC? PC. So, please type with letter, type WI. Okay, I'm sorry, I'm going to keep on with that. Ok, WI. Ok, I'm sorry, let me try to write down letters. So let me call you back in one second, okay? Ok, hold on. whw0328H whw0328I whw0328J whw0328K whw0328L [silence] Ok, I'm just
01:00
Speaker 2
All right. So you want to set it up again. Can you provide a serial number of this Linksys router? [silence]
01:00
Speaker 1
See us on Charlie, six, five, eight, zero, four, eight, three, four.
02:00
Speaker 2
I'm here.
02:00
Speaker 1
It's T-Mobile. Yes. [ silence ]
03:00
Speaker 2
And also so I know who is your internet service provider? T-Mobile. One moment here. I've been on checking here, sir, with this model number that you have and the serial number that you provided to me. [silence]
03:00
Speaker 1
okay [silence] yes, I guess I have no choice. yes please, because there's no other way, right? There's no other choice. [silence] It's louisluisf691 [silence] p as in Peter, r as in robert at gmail.com.
04:00
Speaker 2
this router was already part of our end of, end of life and end of support device. It means that we don't provide technical support for this router anymore and also no updated firmware. So what I can highly suggest to Mr. is to purchase a new router, our latest router. And if you still want, really want to use this router, I can send you an email, a step-by-step instruction on how to set it up yourself. Oh, do you want me to send it? Uh, email? No, sure. Alright. Um, can you provide your email address, sir, so that I could provide it to you? Hmm. Got it, alright.
04:00
Speaker 1
Okay. Okay. Thank you. Now, thank you for your help. All right. You too. Bye bye. [silence]
05:00
Speaker 2
So I will send you a step-by-step instruction on how to troubleshoot it yourself. And just follow the steps. There are two steps that you can use. One is the easiest, the pipe press method and the next one is using the web interface of the router. And I will send it to you step-by-step. All right. Is there anything else you could assist with out again in this? You're welcome, sir, and have a good one and keep safe always. Bye for now.
05:00