V2 Rubric Detail — fda49964-6e3f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:40
Duration
13m 25s
Contact
Arthur spooner
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Leo Joseph Lluisma
HappyFox Case
#LTS00120954
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: wants to login to the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall26.4% (-29.6)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate information (wrong model, false OOW policy), and skipped essential diagnostics. Only a generic reboot was offered, and no tools were used. Despite minor ownership gestures, the interaction resulted in no meaningful progress, correctly classified as Unresolved.

V1 Case Analysis

Customer with WHW03V2 Velop reports one node solid red and offline in the app, another solid blue. Agent misidentified model, incorrectly stated end-of-life status, failed to perform proper node troubleshooting, and recommended unrelated product (LN1600). Advised power cycle and promised email with steps.

Troubleshooting Steps
  • Advised power cycle of modem and all Velop nodes
  • Offered to email detailed troubleshooting steps
  • Provided paid-support option and suggested newer mesh system
Key Observations
  • Agent misidentified the model as WAVGE003 before correcting to WHW03V2 ([03:00]).
  • Agent incorrectly claimed WHW03V2 is end-of-life and no longer receives firmware updates ([04:00]).
  • Agent stated the device is out of warranty without verification and offered paid support ([05:00]).
  • No valid Velop node troubleshooting (reset, 5-press, pair button, or wired backhaul) was performed.
  • Agent recommended LN1600 as a replacement, which is not a current or valid Linksys model ([07:00]).
  • Agent confused 'micro7' with a product name and associated it with incorrect specs and pricing ([07:00]–[08:00]).
  • Agent incorrectly stated the Linksys app no longer supports remote access for this model ([10:00]).
  • Resolution was not confirmed; only self-help was offered.
Positive Highlights
  • Collected customer's name and email address for follow-up ([02:00]).
  • Offered a clear next step (email with troubleshooting steps) ([05:00]).
  • Acknowledged the customer's desire to pay for assisted support ([05:00]).
Agent Errors / Gaps
  • Incorrect model number initially stated (WAVGE003) ([03:00]).
  • Incorrect claim that WHW03V2 is end-of-life and no longer receives firmware updates — per KB, WHW03 series is supported and eligible for updates ([04:00]).
  • Incorrect warranty claim without verification; warranty status not confirmed via system ([05:00]).
  • Provided inaccurate pricing for paid support ($15 vs $16) ([05:00]).
  • Failed to follow standard Velop node troubleshooting (reset, 5-press, pair button, or wired backhaul) ([05:00]–[09:00]).
  • Recommended unrelated and invalid product (LN1600) as replacement ([07:00]).
  • Incorrectly stated that the Linksys app no longer supports remote access for this model ([10:00]).
  • Confused 'micro7' with a product name and provided incorrect specs and pricing ([07:00]–[08:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the red node issue; only offered paid support and a generic reboot suggestion without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting performed — skipped modem test, dashboard check, or LED analysis; only suggested a power cycle.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly stated OOW devices receive no free help, violating policy that requires best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (solid red light) but asked no diagnostic questions to isolate root cause (e.g., modem, cable, node fault).
T2 Not Met Appropriate tools / resources used conf 96%
Did not use or direct customer to any tools: no router dashboard (192.168.1.1), no speed test, no LED status verification.
T3 Not Met No misinformation conf 97%
Misidentified model as 'WAVGE003' (not a valid Linksys model); falsely claimed no free support for OOW devices — both materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Attempted framing but had long silences, topic drift, and failed to maintain control when customer questioned support policy.
C2 Partially Met Confirmed understanding conf 88%
Used terms like 'MASH technology' and 'end of life' without explanation; did not confirm understanding with customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Offered to email steps and stayed on call, but pushed paid service instead of providing full free troubleshooting as required.
O2 Partially Met Proactive follow-through conf 89%
Promised to send email with steps but gave no timeline or commitment to follow up; customer had to request it.
O3 Partially Met Closure confirmation conf 90%
Pulled up record but misidentified model (WAVGE003 vs WHW03V2); failed to leverage accurate device history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and could have been resolved with proper steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Showed limited empathy by acknowledging customer might not need to pay, but overall tone was transactional and dismissive of frustration.
X2 Partially Met Tone & rapport conf 86%
Responded to questions but did not adapt pace or tone to customer’s evident skepticism and confusion about support policy.
X3 Partially Met Overall experience conf 89%
Asked for repeated info (email, model); added friction by pushing paid service instead of resolving issue directly.
Call Transcript21 turns · 24 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi, this is Dylan calling from Linksys technical support. Oh, okay, sure. Yes, sir, I can hear you. Okay, so going back to your concerns, sir, um, so you got two child nodes, uh, one is showing solid blue light.
00:00
Speaker 2
This is links to technical support calling. What's your name? I'll be assurance. Please to links to specialties. Uh, yeah. Hold on, Dylan. I was actually just on the line with another Lynx's representative. Let me get them off the line, okay? One second. Oh, okay, sure. Hello? Ma'am? Huh. Sorry. You know, I was actually disconnected with another representative. He just called me back on my land line. So I think I'll just follow through with him. Okay. Thank you so much. All right. Okay. You're welcome. Thank you for your time today. Bye, bye. Hi, Dylan. Can you hear me? Yes, I hear you. All right.
00:00
Speaker 1
One is showing solid red but the blue light isn't reflecting as well on the Lenkist app. I see. Oh, I see. All right, sir. Um, let me just create a quick record here, sir, and, uh, let's run some verification with you, in order for me to, uh, go on with the troubleshooting, or see what I can do, you know, to help you, and check your router as well. And the way, um, I have your full name. Mm-hmm. All right. Thank you so much for that one, sir. And how about your email address?
01:00
Speaker 2
Another to app. The other two are stating that they're offline. The other two nodes, I'm sorry. Sure. A tool a TUL. And then the last name is matter. M like Mary a T H U R. No problem. Hey tu m a T H U R at gmail.com.
02:00
Speaker 1
So that's Ad Tubathor at Gmail.com. Okay. Okay. Okay. Got it. Thank you so much. Yeah. Alright, Thur. Um, I was able to pull up a record here and it shows that you have a LinkSys router with the model number WAVGE003. I see. okay, so just to set your expectations, this model is actually already part of our end of life devices which means we no longer manufacture this one and update its firmware so technically it may happen that it has an issue I mean, in the future, it may also have an issue with the hardware Yeah, but [silence]
03:00
Speaker 2
What up password recovery, key Uh, Oh, three, your. I have a Mac address. Oh, model number is, WHW03V2.
04:00
Speaker 1
Yeah. Um, yeah, that's the thing, sir, because, um, unfortunately, I've also checked here that the device is already out of warranty and, um, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service for a one time fee of $15, which you might want to consider. But as for this one, sir, uh, if you don't want to opt in with a paid connect service, you can, I can actually send you an email for the troubleshooting steps that you can perform. Well, basically, you can just try to, you know, um, do a sequence reboot on your network considering that it was all working fine before. So, you may, um, you may gather all the, the nodes in one place and unplug them from the power source including your modem. Well, spectrum and wait for at least at least three minutes. Yes, sir. It's $16 for for paid support. Oh, okay. Yes, sir. wheels wheels still have the same setup, but it's more advanced and it's using a, latest technology MASH technology. So, yeah, it's a lot. Well, the latest one, the one that was released last year, it costs at least $300 to $350.
05:00
Speaker 2
Well, I think I, I, I think I'd, what I'd rather, sir, what I'd rather do is, it's, you said $15 for paid support. Yeah, now, I'll, I'll pay the, yeah, $15. I'd rather pay that and have somebody kind of get this set up. Now, are there, is there a new system that you would recommend to replace this system and is it kind of the same thing? It's just three nodes or is it now one node will cover the entire house? How does it work? Okay. And how much would that cost?
06:00
Speaker 1
Yes sir. And it's only available in Amazon? No let me check that one as well. So so the the model number is LN1600. Uh that's Lima November 1600. Uh it's not Netgear sir, it's Linksys. You can, you can try searching for velop micro7. [silence]
07:00
Speaker 2
for all three nodes? Yeah. Oh, it's only an Amazon. All right. Let me just, while I have you on the phone, um, I can just place the order at Amazon. Yeah. Linksys, if you can give me the model number. LM1600. 1600. Okay. The, now it comes up, um, Netgear Orbi 370 series Wi-Fi, 7 mesh system for home. Oh, that's, I'm sorry. Yeah. The sponsored stuff comes up.
07:00
Speaker 1
Yes, sir.
08:00
Speaker 2
velop micro seven velocity micro seven so okay velocity micro seven velocity micro seven dual band be five thousand Wi-Fi seven mesh system and it says four Wi-Fi streams up to five GpS 6,600 feet coverage supports internet plans up to 2.5 Gps three pack that's the one yes okay so let's Yeah linksys yes and it's three three nodes for 299. So let me I want to place that order right now go to cart and that way I'll just order it and then um let's see what it's going to get here. Proceed to checkout.
08:00
Speaker 1
Yes. Yes, sir. Actually, I don't want to, you know, let you pay for something that can be easily done by doing power cycle. So, but anyway, I will also include additional troubleshooting steps in case that it won't work. And also, just to
09:00
Speaker 2
fastest tomorrow required uh... june twenty third make sure i have the right address without that uh... my kids always order stuff they're still on the same account okay place your order all right so that's done i've ordered the new one now uh... I don't mind paying $15 if it'll kind of correct this, but do you think it's just as easy to kind of send me the information sheet and do it myself? What are your thoughts?
09:00
Speaker 1
to set your expectation as well, sir, uh this model, um, this may have issues with the Linksys app, cuz technically, this, uh, we have, we had a rollout with the, with, wherein, uh, we removed the access for this specific model for the remote access and the Linksys app. Um, I mean, for this, um, I was, I'm referring to your current, um, system, sir. I, I'm referring to the, to your current system. Yes, sir. Yeah. But, mm, mm, mm.
10:00
Speaker 2
Oh, so the app is not updated for these new notes? Well, I mean, if this was, if this was launched last year, you're telling me you guys didn't update the app in a year to kind of I'm sorry, can you say that again? I didn't hear you. Oh, yeah, Oh, uh, okay, okay, okay. Oh, oh, all right, all right. So, let me just try, yeah, but for when I receive the new modes tomorrow sometime, I can just call back
10:00
Speaker 1
Yes sir. Yes sir. Mm hm. Sure. Um... Well, it actually... it's not actually, um, but, you know, um, since this is actually, this the model that you have right now is actually like one of our first mesh system. So, definitely it's outdated and, um, um, Linksys also wanted to be, uh, on the trend, uh, in terms of Wi-Fi, um, standards. So, they've been, you know, to be on
11:00
Speaker 2
[KEEP_UNCERTAIN] Lynx is and it should be, you guys, no problem. It'll have no problem you guys setting me up, right? Helping me get set up. Okay. Not a problem. Not a problem. I got, I got to say, is this kind of like standard, like kind of like Apple products? Like they're, they work great for a few years and then you guys have a new model and then they slowly stop working and you stop supporting to so people just upgrade. Okay. It's a little older now. Yeah. Okay.
11:00
Speaker 1
Yeah, to go on with the trend, like, sort of like that, and also to be on the latest standard. Uh, yes, sir. It was um, November 21st of 2022. Yeah. Yes, sir. Yes, sir. Sure, sure, sir. No problem. All right, sir. You're very much welcome, sir, and thank you so much for calling as well. Have a great day. Take care.
12:00
Speaker 2
All right, not a problem. Can you, is there any, is there any way you can tell me when I purchased this system? Like do you have that in my records or anything like that with my email address and stuff? [silence] November of 2020. Oh, it's five years. Okay, great. So, it's four and a half years. That's fine. I know I've gotten enough use for it. Okay. Yeah, if you, uh, all right, if you could email me, um, after we disconnect, if you just email me the instructions to try to troubleshoot this, I'll just, I just wanna get this to work for today and then tomorrow, I'll just call you guys back and we can, uh, work on, uh, updating the system. All right? Thank you so much. I appreciate it. Bye-bye. You too.
12:00
Speaker 1
Then I saw one.
13:00