V2 Rubric Detail — f7d5e202-7666-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:40
Duration
32m 34s
Contact
Brad Karner
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135714
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (+35.9)

V2 Grader Summary

The agent correctly executed a power-cycle sequence that restored the parent node, adhering to technical KB standards. While the child node remained red, the agent provided the correct next step (power cycle the child node). No technical inaccuracies were found, and no auto-zero triggers were present.

V1 Case Analysis

Customer reported red LED on WHW03 router, no internet. Performed power-cycle of modem and router; parent node LED turned solid green. Did not verify internet connectivity or address child node (still red). No case created, no escalation offered. Call ended without confirmation of resolution.

Troubleshooting Steps
  • Collected model, serial, and contact information
  • Asked about modem type and outage history
  • Guided power-cycle of Verizon modem then Linksys router
  • Observed parent node LED change to solid green
Key Observations
  • Agent correctly identified the red LED as a WAN/internet connectivity issue and applied the proper power-cycle sequence (modem first, then router), which resolved the parent node status.
  • Agent failed to verify actual internet connectivity or Wi-Fi functionality after the LED turned green — a critical missing step.
  • No action was taken on the child node, which remained solid red, indicating unresolved mesh topology issues.
  • Warranty status was not discussed, no case was created, and no escalation path was offered despite potential hardware fault.
  • Call ended abruptly without confirmation of resolution or clear next steps, leading to operational abandonment.
Positive Highlights
  • Collected essential device and customer information (model, serial, phone, email) early in the call [13:00–15:00].
  • Correctly identified the red LED as indicating a WAN/internet issue and not a local Wi-Fi or power problem.
  • Provided the correct power-cycle sequence: modem off first, wait 30 seconds, turn modem on, wait for readiness, then power on router [21:00–22:00].
  • Gave the correct support URL (support.linksys.com) at the end of the call [32:00].
Agent Errors / Gaps
  • Did not verify internet connectivity or Wi-Fi functionality after the parent node LED turned green [30:00].
  • Failed to address the child node still showing solid red, leaving mesh system in degraded state.
  • No warranty status check or eligibility discussion for a hardware-related issue.
  • No HappyFox case number was created or documented.
  • Call ended without confirming resolution or establishing a valid follow-up path — operational closure was incomplete.
  • Agent did not guide customer to check WAN connection status in the web interface or test speed at the modem.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Main node restored solid green, but child node remained red and agent did not confirm full mesh restoration or guide further node-specific recovery.
R2 Met Diagnostic thoroughness conf 94%
Agent performed correct power-cycle sequence (modem off, wait, on first; then router), which resolved the primary symptom on the parent node — a standard and effective first step for red light/no internet.
R3 Met Correct resolution path conf 95%
Agent applied appropriate L1 troubleshooting (power cycle) for a 5-year-old WHW03 with red light, consistent with KB guidance for solid red LED after reboot.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified red LED as symptom, asked about modem type and lights, and inferred loss of WAN connectivity — leading to correct action (power cycle). Sequence was logical and symptom-driven.
T2 Met Appropriate tools / resources used conf 98%
No remote tools or admin dashboard access were necessary; issue was physical connectivity, resolved via basic power cycle — appropriate tool use for scenario.
T3 Met No misinformation conf 99%
Instructions to power-cycle modem first, wait, then router are factually correct per universal_escalation_guide.md (Step 1) and universal_factory_reset.md. No technical inaccuracies found.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained general direction but lost control during long silences and delivered a garbled phrase: 'classify people devoid of Wi-Fi credentials' — likely ASR error, but real disruption occurred.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but failed to confirm understanding after complex steps; customer repeated questions, indicating possible confusion not fully addressed.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer — appropriate for L1 issue.
O2 Met Proactive follow-through conf 93%
Agent gave clear next steps: power-cycle child node and call back if needed — realistic and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — parent node recovered, child node issue could be resolved with power cycle.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent did not express empathy explicitly, but remained polite and professional throughout; no discourtesy, but missed opportunity to acknowledge frustration.
X2 Partially Met Tone & rapport conf 86%
Agent maintained steady pace and did not escalate tone; customer stayed engaged despite confusion, suggesting basic adaptation occurred.
X3 Partially Met Overall experience conf 88%
Agent collected serial, phone, email before troubleshooting — unnecessary upfront data collection — but avoided redundant holds or steps during fix.
Call Transcript33 turns · 36 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 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 of warranty products, paid support may be available, depending on your issue. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty
00:00
Speaker 1
Hi, our Wi-Fi just seems to have gone out. The Linksys router, just has a red light. I've tried to reset it and do all that stuff, but still out for some reason. [beep] No. [sound of a man snorting] Hmm. Yeah, it was working earlier today. It's been out for maybe like an hour or two. I did not press the button. I just, I unplugged. Unplugged it, plugged it back in. Yes. Uh, the model number is WHW03.
12:00
Speaker 2
Thank you for calling Linksys. This is Skylar. how I may help with you? Hey, Skaryllo. Hmm. Okay. And this wasn't working before? Okay. And you mentioned you do a reset, you've pressed the reset button. Okay. All right. So you can have the model number, any and serial number of your Linksys device. You can check that at the bottom.
12:00
Speaker 1
Oh, yeah. It's uh two ZERO J one ZERO C six one seven eight ONE ONE eight four. Sorry. Oh, uh, we have two routers and then a extender. Two. Sorry. Oh, uh, uh, Verizon. Yep. Mhm. Yes. Sorry, what was the, um, the, you said 20 j at the beginning, right? OK, yep. That's right. Yes, that's correct. Yes. Yes. Yes. That one's also red. [silence]
13:00
Speaker 2
Check if I got the correct serial number. Okay, that's 20 and then J for John, 10 and then C for Charlie. And then 61781184. Yes, 20j for John. 10 C for Charlie, 61781184. This is the main node connected to your provider, right? And the light in that is red. How about the other nodes, sir?
14:00
Speaker 1
My phone number? Yeah. 410-236-9438. Brad Karner.
15:00
Speaker 2
Was there an outage before you lost internet connection? Okay. And can I have also your phone number, sir? Yes. And how about your first name and last name? Okay, again, K-A-R, correct? And then N-E-R. Okay. How about your email address? Okay, that your first name, Brad, and then end for Nancy. Last name.
15:00
Speaker 1
Yes. Yep. Oh gosh. Um, I, I'm not sure. Sorry. It's, it's been years. I'll say five years. I'm, I'm not too sure. Yeah, something like that. Uh huh. Sorry, is it. Can you repeat that?
16:00
Speaker 2
Kiner Gmail.com. Correct? How long you had your Lin crisis router, sir? Four years, five years. Okay. Yep. Okay. Again, you've got this for around five years, right? Your modem that you're using from Verizon, sir. Is that a plain modem or is it a gateway? The last
16:00
Speaker 1
[KEEP_UNCERTAIN] I don't. Can you tell me what the difference between those are? Okay. Uh, [silence] the lights? There's just one light on the very top, uh, in the corner. It's just one red light up there. Yeah. Oh, on, oh, uh, oh, sorry about that. It's, uh, there's a yellow light up in the corner. Rocky.
17:00
Speaker 2
it's a modem modem that's from Verizon? is it a gateway or it's just a plain modem? like, it's like modem it'll only, like, it doesn't have a router part of it. okay. Okay. what are the lights on your modem right now, sir? Yes. of your modem? Yes. oh, no, no, not on your Linksys router but how about on your uh modem? No. the one that's from Verizon? Yes. Yes.
17:00
Speaker 1
Fios? Um, physics? Yeah, just the one light. Uh-huh. Okay.
18:00
Speaker 2
and do you know what's the brand of that modem? okay um when you have internet connection sir did you observe what are the lights on your modem or is always been like that only one light as well okay because if the if the light on your linked is router uh um um is red sure um that means um there is not it's not receiving internet connection from the um from the um modem okay right so um but you haven't tried
18:00
Speaker 1
correct. yeah it's it's like a the five one. it's like a standing box. uh yes. sure. thank you.
19:00
Speaker 2
Checking internet connection from your modua. right? The modua that you have sure is it like a box or it's like standing box? The modua that you have and the only light on the top is just light, no other light. uh HIIIII. [silence] Hold on, let me just check.
19:00
Speaker 1
the fios.. thing? no, I did not, yes should I turn it off or unplug it or does it not matter, yeah, okay, got it
20:00
Speaker 2
What we're going you to do here, Siri is we're going to um, I possibly need to um reconfigure the settings of your auto when you power cycle the router like turn it off. So did you include the modem? Yes, yes. Okay. Can you try it right now? So turn off your router and then turn off also your modem. You can just turn it off. So if there's a um a power button on your device, just turn it off. Use that.
20:00
Speaker 1
Okay, they're both off. Okay. Okay. Okay. Okay. Should I plug it back in or give it a few more seconds?
21:00
Speaker 2
[KEEP_UNCERTAIN] okay, wait for 30 s. You turn on your modem first, okay? And then after you turn in the modem, wait until the light on your modem will be ready. Then that's the time when you turn on your links. Yes [silence]
21:00
Speaker 1
Yes, I turned on the the Fios one. Should I turn off the Linksys yet? Okay. [silence]
22:00
Speaker 2
Did you turn on your modem? Okay. I'll wait until the lights on the modem is ready. That's the time you turn on the router. [silence] Okay, the modem is ready? Okay. [silence] Okay, the modem is [silence] Okay.
22:00
Speaker 1
Yes. Okay, now it's, uh, it's back to being yellow. Okay.
25:00
Speaker 2
OK, is it still blinking? OK. Can you read any other links? Right, so, uh, actually what we wanted to do was come up here and try to classify people devoid of Wi-Fi credentials.
25:00
Speaker 1
So the Fios one is a solid yellow light. The Lincoln it, I turned back on but it hasn't done anything yet. Uh no, no the light's not, uh, doing anything even after flipping the switch. Uh no, the light is not doing anything. Not just.
27:00
Speaker 2
Okay, it's still blinking. Is there any linkages right now? It's still blinking. No, no. It's not turning on. [silence] Right now, it's still blinking.
27:00
Speaker 1
oh, it just came on. It's it uh it flashed blue. And uh now it is not it's back to it has like a uh very faint blue. It's blinking.
28:00
Speaker 2
Okay. Is it blinking? Is it solid?
28:00
Speaker 1
Oh I think I think that might have done it It is It's a solid green now. Okay, give me one second, in the other room. Uh, that one is still red. Yeah, it's a solid green. Okay. [silence]
29:00
Speaker 2
Okay. How about check your other node? Okay. But the other one, it's already, um, uh the parent node, it's already, um, solid, right? Okay. Sorry. Um, for the uh child node, you can do power cycle on that as well. Okay? Turn it off, turn it on. And then just in any case, sir, let me just inform you about the status of your router. In any case, there is a need to do an advanced troubleshooting like doing,
30:00
Speaker 1
Okay [silence] Yeah [silence] Got it. Okay.
31:00
Speaker 2
[silence]
31:00
Speaker 1
Okay. Will do. Thank you. Okay. Great. Thank you. Bye for now. Thank you.
32:00
Speaker 2
power cycle as well your um child node okay and then check if it will reconnect to the network and then if any case you need assistance to that just give us a call, okay? Okay. You're welcome. You may check also our website that support.linksys.com. Okay. You're welcome. So thank you for calling Linksys. This is Carla by for now. You're welcome.
32:00