V2 Rubric Detail — ff18de7a-60ea-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 14:29
Duration
11m 2s
Contact
Jamie Jones
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132407
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: App gets error

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership3.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall27.4% (-28.6)

V2 Grader Summary

The agent failed to resolve the no-internet issue, skipped essential diagnostics, and did not escalate a probable hardware defect. While a next step (email guide) was provided, the agent prematurely defaulted to paid support without completing best-effort troubleshooting, resulting in an ownership gap. Critical tools like the web interface were not used, and communication lacked empathy and clarity.

V1 Case Analysis

Customer reports no internet on WHW01 mesh nodes (out of warranty). Agent offered paid guide ($15) and suggested reset or using another node as parent. Issue unresolved.

Troubleshooting Steps
  • Collected provider (Spectrum) and device serial number.
  • Asked about app usage; suggested closing/reopening the app.
  • Suggested turning off cellular data and reinstalling the app.
  • Recommended hard reset (15-second press) and using another node as parent.
Key Observations
  • Agent skipped WAN/modem verification before offering paid support.
  • Contradictory statements about the $15 charge caused confusion.
  • Incorrect LED interpretation: solid blue was described as defective (KB: solid purple = ready, solid white = online).
  • Customer email was misheard and misrecorded ('at the house.com' instead of 'yahoo.com').
Positive Highlights
  • Correctly identified product model (WHW01) and serial number.
  • Collected customer contact details (name, phone, partial email).
  • Acknowledged out-of-warranty status and offered a next-step option.
  • Suggested using another node as parent (valid workaround per KB for WHW series).
Agent Errors / Gaps
  • Premature offer of paid support without exhausting free troubleshooting (WAN/modem check).
  • Incorrect LED interpretation for WHW01 (solid blue ≠ defective).
  • Contradictory information about the guide cost ($15 vs 'free').
  • Irrelevant advice to turn off 4G (no impact on router setup).
  • Misheard customer email ('at the house.com' instead of 'yahoo.com').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the core issue (no internet on nodes) and offered a paid guide instead of a fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about rebooting, app reinstall, and suggested a reset, but skipped key steps like checking modem, WAN connection, or speed test at modem.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified OOW status but failed to provide full best-effort troubleshooting (e.g., web interface access, firmware check) before offering paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet) and asked for serial/provider, but missed root cause diagnostics like checking if the parent node had internet via Ethernet or WAN status.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., web interface at 192.168.1.1, firmware check, or remote session) despite a clear need for deeper investigation.
T3 Partially Met No misinformation conf 80%
Most technical advice (reset duration, LED meaning) was correct, but the $15 guide contradiction creates confusion about cost and availability.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, lack of framing, and no clear control of the conversation flow; agent reacted rather than guided.
C2 Not Met Confirmed understanding conf 85%
Used inconsistent terminology (e.g., 'notes' for 'nodes'), did not confirm understanding, and failed to adapt to customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and offered follow-up (email guide), but prematurely introduced paid support instead of exhausting free troubleshooting options.
O2 Met Proactive follow-through conf 90%
Clearly stated the guide would be sent 'right after this call,' setting a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Failed to escalate a likely hardware defect (solid blue on reset, no internet) despite OOW status not precluding escalation for diagnosis or guidance.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, and none was communicated to the customer.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer frustration or repeated reset attempts; entirely transactional tone.
X2 Not Met Tone & rapport conf 85%
Monotone delivery, poor pacing, and failure to engage or adjust to customer’s emotional state or comprehension level.
X3 Not Met Overall experience conf 85%
Customer repeated serial number, email, and issue description; agent introduced unnecessary friction with paid support pitch.
Call Transcript21 turns · 21 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.uhinksus.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 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. Hi thank you for calling linksys. This is Gigi. How can I help you today?
00:00
Speaker 1
um Linksys, it just keeps saying that it's not, there's no internet, or it's not reading the internet correctly when my internet is on and all plugged in, etc. I've reset it a few different times. it's just not capturing it. On the app, yeah. Yeah. Uh spectrum. I think, I don't know why they're not they wouldn't be working. My Apple phone, yeah, my Apple phone.
01:00
Speaker 2
I'm sorry, sure. Where are you getting this or no internet? Is it on the app? Mhm. No internet, right? Mhm. I see. Got it. Okay. Mi oh who is your internet provider, sir? Spectrum. Okay. Just to confirm, sir, your internet, uh, your nodes, sir, they're working and you can get internet connection on that. Mhm. Okay. On what phone did you install the app, sir? Is it on your Apple phone, uh, Android phone?
01:00
Speaker 1
Pageload src Complete is true. All the content is loaded of three of the pairs. No, yeah, the two five F one one M three B a 14597.
02:00
Speaker 2
Apple phone. How many notes you have total? Three notes. OK. Can I have the serial number of the parent notes here, please? Yes. 145 97 reserved. Let me just check on the exact unit, OK?
02:00
Speaker 1
Sure 2039808587
03:00
Speaker 2
Okay. I'm still checking on the exact unit number, while we wait, may I have your phone number in case you get disconnected? Hamza. Eight five, eight seven, got it, thank you. How about your first and last name, sir? Okay, and your email address, sir? Okay, let me just confirm, sir. Uh, it's, J. I. M. Okay. Uh huh,
03:00
Speaker 1
Dones 0 21 at yahoo.com, you I have. not. no. yeah. that's off. [silence] yup [silence] yeah. I closed it.
04:00
Speaker 2
at the house.com okay, thank you okay, and did you try to, um, yeah, you mentioned that you tried resetting or, I'm sorry, rebooting your network, right? have you also tried delete deleting the app there? and uh, installing it okay, so yeah, um, let's one of the troubleshooting that you can do for this one here. otherwise, uh, you can also check if you're connected to your Wi-Fi network or if your 4G network is on or not. make sure to turn after your 4G network. that's off. okay. uh, can you can you try to close the apps here?
04:00
Speaker 1
just says get the router settings now and I open it. I mean the node is plugged in the blue light is so dim too. It doesn't even seem like it's on to be honest with you. Is there a blue light on when you turn the node totally off?
05:00
Speaker 2
OK totally close the app and then open it again and try to log in. Did yes. Okay.
05:00
Speaker 1
Yeah. It's not even going on. Yeah, it's not even flashing. No, my Wi-Fi network is Linksys. No, I can't, my Linksys is not working. Let me look. My Wi-Fi network is Linksys. I don't understand the question. Linksys is not working.
06:00
Speaker 2
If you turn it off, sir, once you turn it on again, it should show you a blue light directly. And then we'll start to flash. If it's online, it will go back. Are you connected to your Wi-Fi network, sir? [silence] Yes. And your phone, is it connected to that Wi-Fi network or not? Are you able to see the Wi-Fi network, sir? You created for your device? Is that [silence] Yes, yes sir. Uh, what if
06:00
Speaker 1
it just links it it's just it just says links it yes no no I will it's showing up but it's not connecting unable to join unable to join the network linksy yes Everything, yes, yes. I've I've rebooted the linksy yes.
07:00
Speaker 2
Did you personalized the Wi-Fi? Just in case, just in case. It is showing up, right? And you are able to get internet from it aside from the app? Okay. It's showing, but it's not allowing you to connect. Is this happening to all devices, sir? Unable to join network, and that is happening to all of your devices, sir. That disconnect. Okay. This is possibly a hardware issue, sir, but you tried reboot, right? [silence] [silence]
07:00
Speaker 1
um let me look the other two at least have red lights on them and they're on huh could I try one of the
08:00
Speaker 2
How about the other two nodes there? What's the light on the top of those nodes? Ok, so that means that they're disconnected. So this is actually a possible hardware defect or hardware issue with the parent node. You can try to do a hard reset. If it stays solid blue, sir, that means that this is no longer working. Anyway, sir, you can still use the other two nodes. You can choose one of your extra nodes as a new parent node. [silence]
08:00
Speaker 1
Know that it's working and just put it as a oh use it as a paired one you're saying okay I got it I got it yeah yeah I guess that's my email think you
09:00
Speaker 2
Yes, yes, just replace that one. And by the way, here, let me just inform you that based on the information I have here, you have a whw01 with three nodes and you have this router since 2021, right? Yes, sir. So this is already a out of warranty device and unfortunately, sir, for out of warranty device, we can no longer provide free assistance. So net, anyways, I can offer you other option. I can walk you through with the setup, for your child node as a new parent node and add the existing um other node as a child node, but it's with a charge. That's 15$ per hour of troubleshooting or other way, I can provide you this full step-by-step guide that can be sent to your email.
09:00
Speaker 1
well no just $15 and send it my email uh yep c thank you uh okay I appreciate all your help thank you okay c you you too bye
10:00
Speaker 2
Okay. Yeah. No, sir. The full step-by-step guide, sir, that's for free. $15.00. We will go with the, uh, okay. So I'll send it to you, sir. Uh, you can set up your, um, one of your child though as a new parent node. You can totally disconnect the old parent node, sir, but you can still try to reset that. You can, uh, you can press the reset button, sir, for 15 seconds. If it stays solid blue, will not turn off or or it will turn off, but it will go back to solid blue and stay solid blue. That means that it's already defective. Okay. So I'll send it to you right after this call. You're welcome, sir. I'll send it to you right after this call, sir. Thank you so much for your time. Have a good day and stay safe. Bye bye, sir.
10:00