V2 Rubric Detail — feb8d032-6114-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:30
Duration
19m 42s
Contact
Helen Yeoh
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132464
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall51.5% (-4.5)

V2 Grader Summary

The agent maintained ownership and correctly handled OOW protocols, but failed to resolve the issue due to incomplete troubleshooting and technical inaccuracies, such as citing a non-existent model and incorrect LED behavior. Despite offering email guidance, no actionable resolution was confirmed, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect to Wi‑Fi; main node blue, child nodes red. Agent declared out‑of‑warranty, offered paid support, then promised to email self‑help steps. No troubleshooting performed.

Troubleshooting Steps
  • Collected model (WHW03) and serial (attempted).
  • Checked LED status (main blue, children red).
  • Offered paid‑support option and later self‑help via email.
Key Observations
  • Agent mis‑identified the product model and serial number.
  • Agent provided incorrect LED color interpretation (green vs blue).
  • Standard troubleshooting (modem test, node reset, pairing) was not performed before offering paid support.
  • Long silences and repeated clarification caused inefficient call flow.
Positive Highlights
  • Polite greeting and collection of customer name and email.
  • Offered to send written guidelines when paid support was declined.
Agent Errors / Gaps
  • Incorrect model identification (said WRC2543).
  • Wrong LED meaning (solid green vs solid blue).
  • Skipped basic WAN verification and node reset steps.
  • Prematurely moved to warranty/paid‑support discussion.
  • Did not confirm that any fix resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered paid support or emailed guidelines without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified LED status (main blue, children red) and asked about ISP, but skipped key steps like power cycling or attempting a 5-press reset for WHW03 nodes.
R3 Met Correct resolution path conf 95%
Agent correctly identified the product as out-of-warranty and offered appropriate options: paid Connect service or free email instructions.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (child nodes red) and asked for model/serial, but failed to ask if customer tried rebooting or to verify WAN connection, limiting diagnostic depth.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote session, logs) were necessary; agent used KB and account lookup appropriately for the scenario.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated model as 'WRC2543' (non-existent) and claimed prior green LEDs, contradicting WHW03's known solid blue indicator.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call control but had long silences, repeated name/email verification awkwardly, and failed to set clear expectations about next steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not adapt to customer’s confusion about LED colors or confirm understanding of instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and offered to send help via email without abandoning the customer.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to email guidelines but did not specify when or confirm receipt, leaving timeline unclear.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within L1 scope despite OOW status.
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 90%
Agent said 'thank you for your patience' but did not acknowledge customer’s frustration over long-term router age or repeated issues.
X2 Partially Met Tone & rapport conf 85%
Agent maintained neutral tone but did not adjust pace or empathy level to match customer’s visible stress and indecision.
X3 Partially Met Overall experience conf 90%
Offering email instructions reduced effort, but agent could have provided immediate self-help steps (e.g., 5-press reset) without requiring payment.
Call Transcript40 turns · 40 lines
Speaker 1
Yes. I have a problem right here for the router connecting. Um just see that if you can help.
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.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 next. Please have your device's 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] [silence] Thank you for calling Linksys. This is Eyes. How can I help you?
00:00
Speaker 1
I I couldn't get my internet in. Hello? Hello, can you hear me? Yes. Um, yes. my internet has a problem, I couldn't get connected. I call the company Spectrum. They say they are, they are all good, so the problem is the router thing. So I'm I was calling and then can I can you help me to check?
01:00
Speaker 2
yes, go on. yes, go on. Math [silence] okay, uh, we are not sure yet if it's really the router issue because uh your internet provider says that their line is uh good doesn't mean that uh it's good if you haven't verified it yet. But uh with with regards to your issue, I'll I'll assist you, but before we do that, I'll have to check first uh the validity of your
01:00
Speaker 1
Yeah, the serial number is two zero Z 10 C 6 18 14 427. Yes. The model is no, the The model is WHW003. Um, yeah, the comparison between the legendary version and the, uh, new flagship is
02:00
Speaker 2
or Routes warranty status. May I know the serial number of your links? It's traveled. So it's two, 0J for Juliet. 1 0C for Charlie. Six, one eight, one four four two seven. So your Lynx is product is model AF5. The WHW
02:00
Speaker 1
Yeah, W-H-W-03, the model number. [silence] No, I, I, I don't know. I, I've been, I just gave whatever it is put on. [silence] 59947, you say? [silence] I did not see any from here.
03:00
Speaker 2
03. Are you sure? Uh, it doesn't show like that because um our system shows that the serial number you provided shows that the model is F5C-0677. [silence] Now, F5Z-0677. Let me check first. All right? Okay. Your Linksys product is WHW.
03:00
Speaker 1
W H W 03 model. I have one, two, three... Yeah. Okay. Oh, I have
04:00
Speaker 2
Right. Okay, I get it. So you only have 1 of this or 3? three w h w w 03, all right. how'd it go?
04:00
Speaker 1
No, I did not, I just yeah, I have four auto one two three four years. I did not have any problem for outage. No everything is good. One parent three yes, correct. [silence]
05:00
Speaker 2
Any power outage events? You have four? So you have no power outage and there was no internet service interruption? All right. You mentioned you have four? One parent node and three child nodes? And they are all model WH- WTH060N? How old is it? So which maintenance part numbers were used? So you mean if you order from the US, it can take that long, right? Looking it up now. Yes. It's only available with Netherlands, France, or Spain coming from Europe, right? Yeah.
05:00
Speaker 1
uh let me double check the other one Correct they're all same Yes
06:00
Speaker 2
Hmm W 0 3. So they're all WHW 0 3, okay?
06:00
Speaker 1
[silence] I'm sorry? [silence] Yes. Helen H-E-L-E-N. Y-E-O-H. Y-E-O-H. [silence] Yes. [silence] Yes. Helen Lin, H-E-L-E-N, L-I-N. [silence]
07:00
Speaker 2
Okay. I'll create first a record for you, ma'am. I'll create first a record for you. May I know your name? H-E-L-E-N, Helen, and your last name. U. Y-O-H. Y-E-O-H, yo. Helen Yo. Thank you. All right. Uh Helen, may I know your email address?
07:00
Speaker 1
n 24 at yahoo. Dot com. helen L-I-N 24. yes.
08:00
Speaker 2
An enamel to for all right, it's hello line 24 at Yahoo dot com
08:00
Speaker 1
What's your question? Sorry. I don't get you. My internet is all fine. It's a loud they told me it's a router problem. Uh it's Spectrum. Thank you. I don't know, how can I check them? [silence]
09:00
Speaker 2
OK, Helen. You mentioned your internet server was... You mentioned about your internet service provider. Who is it? Yeah. I know your internet is fine. I just want to know the name of your internet provider. All right. Thank you. OK. You're welcome. Um, may I know, Helen, what's the status light of your node? What's the color. What's the color of the light.
09:00
Speaker 1
Oh, the color of the light? The main one is blue and then the rest is red. So do I will need I will need to restart or unplug? Unplug it back. Yes.
10:00
Speaker 2
Are they read? Are they blue? Since the main one is showing a solid blue light, it means that your main node is connected and online. So it's not really a router issue because your main node is connected and online. It's just that your three nodes are showing a solid red light. It means that they just got disconnected. So you will need to add them. You will need to [static]. You will need, all right. You will need to reset this child node and add them to your parent node. Now, Helen, before we do that, I'd like to update you for us of your Lynxys warranty status.
10:00
Speaker 1
yes okay but now do i need to reset everything every like for the rest the rest three of them free charge
11:00
Speaker 2
apparently, our system shows that your Linksys product model, WRC2543 is already out of warranty. Therefore, I cannot provide you with a free technical support. I can walk you through the steps on how to add a new network connection or two child nodes, but you will have to apply for the paid Connect service, which will cost you 15 USD. No, no, you don't need to reset everything or only your child nodes because they're the only ones showing solid red. Yeah, since the main node is showing
11:00
Speaker 1
So, if the main one is not showing the blue light, what color the light is going to be showing? Because it's supposed to show like a green light instead of a blue. [silence] Yeah, when I, when everything is good, the lenses all shows a green light, but, but, but now, [silence] but now, [silence] but now, but now, yeah. [silence] but now, yeah. [silence] but now, yeah. [silence] but now, yeah.
12:00
Speaker 2
solid blue light, it means your main node is still connected and online. light green, or so you mean to say when your router was working fine, they are all showing a solid green light? [silence] I see. so so uh if your linkss show a solid green light and now it's showing a solid blue light, then it could only mean that uh uh your router may have
12:00
Speaker 1
My Wi-Fi name? No, it that's the that's the thing. I couldn't connect. I couldn't connect from the Wi-Fi name. That's the thing. What was my Wi-Fi name is George? George 1. Yeah. The name is the name was.
13:00
Speaker 2
Yeah. So what was your wifi name before when everything was good? George. George one right? Yeah. So since uh when you connect to that wifi name uh what does it say? Does it say connected without internet? or you could not see the one.
13:00
Speaker 1
The name is been taken out from the from the Wi-Fi list. No. Wi-Fi. What is, what is disconnect? The Wi-Fi? Yeah I can I can, I can see that. Yeah I can see from from the phone. Yes. I can I can see the name from my phone. Oh, I can, [silence]
14:00
Speaker 2
I see. So, there's no George on the list of your... So, that's the reason why you cannot connect, because you don't see anymore your Wi-Fi name George. Uh, yes, your Wi-Fi name. Uh, you cannot connect anymore to your Wi-Fi name because you can see it on your phone, the list, on the list of... Okay. Okay. Let's clarify it again, Helen. Can you see or can you not see the Wi-Fi name, George, on your phone?
14:00
Speaker 1
C. ited him, said, like, Now it, it's not more, it didn't even pop up George. W. They all show green light when it works well.
15:00
Speaker 2
So, if you can see the Wi-Fi name George, then try to connect to it. Cannot connect or connect without internet. Okay. So since you mentioned that when your router was working fine, were working fine. They all show solid green. All of these four links show a solid green light, correct? Okay, so
15:00
Speaker 1
Okay, so how can I do it? Yes. Yes. I see. So how can I do it? Okay, is that, this is the only way to do it or I can just get a new router? [silence]
16:00
Speaker 2
Since all three are showing solid red light, and one, the main node is showing a solid blue light then we will have to, uh, reset and reconfigure all of them. Now, uh, I would love to tell you how to do it, but your product is out of warranty. So unless you apply for the paid connect service, that's the only time I can allow this service. Um, are you going to, uh, pay the paid connect service? Um, I'd prefer to do it myself. There is no need to get a new auto because your router are working fine. You just need to [ pause]
16:00
Speaker 1
Okay. No, I do, I do want to, but I was figuring it out. Should I just go ahead and take, to get a new, new brand or new, an auto brand or new one, uh, uh, uh, uh, as a Lindsay's because this router has been like, like more than seven years, or 10 years probably. I just need to discuss with my husband. That's the thing. Because if ff. It's been like, yeah, it's been, it is it is the old, very old model. then I might as well just go get a new newest models instead of paying you paying the $15.
17:00
Speaker 2
Yes. Yes? Uh, if you want. Yes. Okay. Now for, okay. Yeah, but, uh, your router is still working fine, and if you, uh, want to use your internet connection, uh, we can still set up your router.
17:00
Speaker 1
okay so how do I have to pay the pay do the payment with you? okay um I'm gonna be i need to be um i need to be going to pick up my son right now I couldn't do it or would it take very long because I need to leave by 1:00. okay okay okay please you send it buy from my email [silence]
18:00
Speaker 2
[silence]. [silence] Yes. Yes. It may take a while because depending on the stability of your internet connection. [silence] Hi then if you don't want to apply for the paid support, I can just send you the guidelines through email and you can just follow the instruction. And that is free. [silence] All right. [silence] Okay, so I'll just send you the guidelines to your email HelenLee224
18:00
Speaker 1
Yes. Hmm. Okay. Thank you so much for your patience. Thank you. Thank you. Thank you. Bye. [silence]
19:00
Speaker 2
You're welcome. Thank you also, Helen for calling Linksys. Once again, this is us. Take care, Helen, and have a great day. Goodbye.
19:00