V2 Rubric Detail — 0050d88c-5f5c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 14:53
Duration
10m 23s
Contact
Jay Marshall
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132026
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to add child nodes

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+37.8)

V2 Grader Summary

The agent correctly diagnosed the WHW03 firmware limitation, guided the customer through factory reset and 5-press pairing, and committed to email instructions. Resolution was not confirmed, but troubleshooting was complete and accurate, resulting in a partial resolution. All technical and procedural guidance was KB-compliant and appropriately adapted to the customer’s level.

V1 Case Analysis

Customer unable to add WHW03 mesh nodes; LEDs blinking red. Agent incorrectly advised 5-press pairing (not supported on this model) and claimed app incompatibility. Customer directed to email instructions for self-help.

Troubleshooting Steps
  • Collected serial numbers and confirmed model WHW03.
  • Confirmed ISP (Optimum) and primary node status (solid blue).
  • Advised resetting child nodes and using 5-press pairing method (incorrect for this model).
Key Observations
  • Agent provided incorrect pairing method for WHW03 (5-press is for Cognitive Mesh, not Intelligent Mesh).
  • Agent assumed out-of-warranty status without verification.
  • Agent incorrectly stated the Linksys app is incompatible without confirming firmware version.
  • No verification of node status after providing instructions.
  • Correct pairing method for WHW03 is via the Linksys app or WPS per KB.
Positive Highlights
  • Collected serial numbers from both parent and child nodes.
  • Confirmed ISP (Optimum) and primary node status (solid blue).
  • Offered to send detailed email instructions and video links.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided wrong pairing method (5-press) for WHW03 series. This method is exclusive to Cognitive Mesh (LN1100, MX6200, MBE7000).
  • Assumed out-of-warranty status without verification or lookup.
  • Incorrectly stated the Linksys app is incompatible without confirming current firmware version.
  • Did not verify node status after giving instructions.
  • Failed to recognize WHW03 as Intelligent Mesh, leading to incorrect troubleshooting path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent provided correct 5-press method and reset instructions, but did not confirm resolution during the call — customer did not report success, and issue remained unverified.
R2 Met Diagnostic thoroughness conf 94%
Agent identified model (WHW03), diagnosed blinking red lights, instructed factory reset to achieve solid purple, and directed correct 5-press pairing — all key troubleshooting steps per KB for this issue.
R3 Met Correct resolution path conf 97%
Agent correctly identified out-of-warranty status and offered best-effort support via email instructions, aligning with policy to assist OOW customers with setup and pairing issues.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (blinking red), confirmed model (WHW03), determined firmware incompatibility with app, and correctly deduced need for factory reset and 5-press method — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 96%
No tools (remote session, dashboard access) were possible or required; agent used verbal troubleshooting based on KB, which is appropriate for this scenario.
T3 Met No misinformation conf 98%
Agent accurately described 5-press method for WHW03 (supported per KB) and correct LED states (solid purple = ready), consistent with velop_child_node_setup.md and universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 95%
Agent collected serial numbers, explained limitations (app incompatibility), guided through reset and pairing steps, and offered follow-up email — maintained control and clear transitions.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated key states (solid purple), confirmed customer understanding, and adapted to customer’s pace and confusion about buttons.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and committed to sending email instructions — demonstrated full ownership despite OOW status.
O2 Met Proactive follow-through conf 96%
Agent clearly stated they would send email instructions immediately after the call — specific next step with owner and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with correct KB guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained polite, thanked customer, acknowledged patience, and offered helpful follow-up — demonstrated empathy and professionalism despite OOW limitation.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, paused appropriately, clarified reset vs power button, and confirmed understanding — maintained engagement effectively.
X3 Met Overall experience conf 95%
Agent avoided repetition, used provided serial numbers, and proactively offered email instructions to reduce future effort — minimized customer burden.
Call Transcript20 turns · 20 lines
Speaker 1
Hi, hi, good morning, Joy. My name is Jay Marshall. So I was going through setting up my um, [silence] Hi, hi, good morning, Joy. My name is Jay Marshall. So I was going through setting up my um,
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 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 products, paid support options may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy, how can I help you today?
00:00
Speaker 1
Linksys, I had to get a new modem/router, and I was able to set up the first node. I guess that's what you do: the parent node. And I was doing the directions trying to set up subsequent ones. I have one, two, three others, but the lights won't stop blinking. They won't go solid. And it seems that they're not being detected. Is there anything you can help me with that process? [silence] Okay, so what is it, the Sierra? That's what we're driving in here. Hold on.
01:00
Speaker 2
Yeah, that's true. But first may I have the serial number of your parent node and one of the child nodes or the subsequent nodes that you wanted to add? Yeah, serial number.
01:00
Speaker 1
0. 6, um, hold on. Um, let me put my flashlight on. Okay, now, which number do you need? Serial number, okay. uh, uh, 2, 0 J, like John, 1, 0, C, like cat, 63809403. That's the one of the child nodes. Uh, I believe, let me see. [silence].
02:00
Speaker 2
6 3046 618. Okay. All of them has the same model, including the main one?
02:00
Speaker 1
Let's see. I let's see. The main one. Uh This one ends in 1-4-2-7. Let me see, what did that last one end up in? Okay, I think so. I think so. Um hold on. Let me just find the model number. Now, that's a different. Coverage. I think they had this [silence]
03:00
Speaker 2
If you can see WH-03 as model number, all of them has those model numbers. OK. Thanks. Thanks for your patience, thanks. Thank you for your replies. I need to know the codes. Sorry, the codes are 9 0 1 7 5 8 G A G S Y. Have a nice day. OK, you too. Enjoy your day.
03:00
Speaker 1
same model, the same, yeah, it was the, it's the same. I don't know why I don't see it now, but I just see the name, password. I don't see the, but they all, it's optimum. Yeah, they have the same. I'm looking at it now. They have the same, same model numbers. My name is Jay. The last name is Marshall. Yeah. Correct. I'm sorry. Oh, it's
04:00
Speaker 2
Okay. Okay. Mhm. Okay. Who is your internet service? Optimum. Okay. May I have your first and last name please? Marshall? Okay. J spelled as J - A Y. Okay. What's your email address? Your email address? Email address?
04:00
Speaker 1
correct correct the link sys app
05:00
Speaker 2
So Marshall 670 at iCloud.com. Okay. So right now, your main node is solid blue, right? Okay. Um, what did, what method did you use to like add the child nodes? Using the Linksys app or the web browser? Okay. Yeah, because for this one, or for this model, um, you have a new firmware in which it is not compatible with the Linksys app anymore. Um, you cannot add child node using the Linksys app or log in using your email and password. So, uh, the remaining methods for you.
05:00
Speaker 1
[silence] really? like 1, 2, 3, 4, 5. Wow. Huh. and and that right. I'm sorry. Go ahead. Is the light because that's what they're doing. All all all the lights are blinking red. they're not going to solid purple.
06:00
Speaker 2
you to add them, is using the five, press method, in which you just have to press the reset button of the main node five times to add to your child notes. Yeah, but Yeah, like press release five times. Yes, but all of your child nodes must be plugged in right next to the main node or at least two to three feet apart from it and their light must turn into solid purple or hot pink before you do the five press on the main node. That means they are ready for set up. If their light is still blinking red, Um is Oh, okay. Yeah, if their light is [silence]
06:00
Speaker 1
Okay. Okay. Are you have enough Plugins? I'm gonna start it now. I'm gonna so but if the reset button not the on and off button is the reset button.
07:00
Speaker 2
type still blinking red, you need to reset them. So you have to press and hold the reset button of your child nodes until the light will turn off then release. And wait for it to boot up again. Then after that, the light will turn purple or hot pink, but sometimes you might see it as solid red. Mhm. Yes. So you can add them at the same time with just one signal, or you can also add them one at a time if you don't have enough plug-ins that is near to the main node. Okay. Yeah, the reset button, the red one.
07:00
Speaker 1
OK. All right. And I just press that one time. I just press that one time. When I'm trying to get the solid light. OK. All right. I think I'll give that a try. OK. Please.
08:00
Speaker 2
For the child nodes, if you're going to reset them, you press and hold it until the light will turn off. Then wait for them to turn solid purple or hot pink. And after that, if all of your child nodes are solid purple or hot pink, then that's the time you do the five rap on the main node to add all of them. Okay. I can also send you an email instructions for that for guide and we have also some videos that you might, uh yeah, just to help you out. Since these nodes are no longer under warranty so we can no longer provide free technical assistance. But we can give you um email instructions for free. Or if you have problems next
08:00
Speaker 1
Okay, I'd appreciate if you send me the email though, I'd appreciate that. Okay, thank you so much. You as well. Bye bye. Ooh, Coach. Okay, thank you.
09:00
Speaker 2
you, yeah, sure. I'll send it right away after this call.
09:00