V2 Rubric Detail — 011a5592-76f7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:51
Duration
8m 29s
Contact
Lawrence Dardick
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135799
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_CNs not showing on the LSWF app
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent inserted completely irrelevant statement ('How about we use the motor for a drone?') — a clear evasion of technical support responsibility and a violation of protocol. This is a non-technical behavioral trigger.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.88/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The customer self-resolved the issue, but the agent provided no meaningful support. The agent gave technically incorrect information regarding LED states and failed to identify a fundamental hardware incompatibility between WHW03 and Atlas 6 nodes. The interaction was further compromised by a critical evasion failure ('motor for a drone').

V1 Case Analysis

Customer reset three WHW03 nodes after upgrading to Atlas 6. Agent incorrectly described LED behavior (solid green). Customer confirmed nodes now appear in Linksys app. Issue resolved without proper pairing guidance.

Troubleshooting Steps
  • Collected serial and model information (WHW03).
  • Confirmed ISP (AT&T) and reset duration (>20 seconds).
  • Asked about LED status (customer reported solid green).
  • Customer checked Linksys app for node visibility.
Key Observations
  • Agent incorrectly stated that a solid green LED on a WHW03 node means it is connected to the Atlas 6 parent node. According to the KB, WHW03 nodes show solid purple when ready for setup and solid white when online.
  • Agent made an irrelevant and confusing comment about using a motor for a drone, which had no technical relevance to the issue.
  • Agent did not guide the customer through the correct re-pairing process for WHW03 nodes after a parent reset, such as using the 5-press method or Add Node via the web UI.
  • Customer independently resolved the issue by checking the app, not due to the agent's technical guidance.
Positive Highlights
  • Collected serial number and model information promptly.
  • Confirmed ISP and reset duration.
  • Asked the customer to check the Linksys app, which led to confirmation of node visibility.
Agent Errors / Gaps
  • Provided factually incorrect LED interpretation for WHW03 nodes (solid green does not indicate connection; correct states are solid purple or solid white).
  • Made an irrelevant and confusing statement about drone motors.
  • Failed to follow the documented procedure for adding child nodes after parent replacement (5-press method or Add Node via web UI).
  • Did not verify whether the nodes were actually online or just listed in the app.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms nodes are now visible in the app and says 'it’s working great' — issue resolved without agent intervention.
R2 Not Met Diagnostic thoroughness conf 99%
Agent asked for serial numbers and ISP but performed no actual troubleshooting steps (e.g., checking firmware, pairing method, or admin dashboard).
R3 Not Met Correct resolution path conf 97%
Agent did not determine product generation compatibility (WHW03 vs. Atlas 6), warranty status, or provide any resolution path — missed core technical context.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms (incompatible mesh generations) and asked no diagnostic questions about model compatibility; provided no root cause analysis.
T2 Not Met Appropriate tools / resources used conf 97%
No use of tools (e.g., admin dashboard at myrouter.local, firmware check, or KB lookup) to verify node status or compatibility despite clear need.
T3 Not Met No misinformation conf 99%
Agent provided technically incorrect information by stating that solid green LEDs mean the WHW03 nodes are connected to the MX2000. Per velop_child_node_setup.md and velop_router_setup.md, connected nodes show solid white. Furthermore, velop_mesh_compatibility.md explicitly states WHW03 series is NOT compatible with MX6200/MBE7000 (Cognitive Mesh), which includes the Atlas 6 family.
Communication
C1 Not Met Clear & professional language conf 98%
Agent lost control of call with irrelevant statement: 'How about we use the motor for a drone?' — derailed conversation and failed to guide interaction.
C2 Not Met Confirmed understanding conf 96%
Agent used no adaptation in language, failed to confirm understanding, and ignored customer’s visible confusion during serial number exchange.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — collected data but offered no solution, guidance, or follow-through; case resolved only because customer self-fixed.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan provided — call ended abruptly after customer declared resolution.
O3 Not Met Closure confirmation conf 94%
Agent did not reference prior history or hand off context — treated each piece of info as new, re-asking for confirmation unnecessarily.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation performed and none was warranted — issue resolved during call without agent action.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, used robotic tone, and failed to acknowledge customer effort or frustration.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s pace or emotional state — continued asking repetitive questions while customer struggled.
X3 Not Met Overall experience conf 97%
Customer repeated serial numbers multiple times; agent added friction by requesting redundant info and inserting off-topic remarks.
Call Transcript16 turns · 17 lines
Speaker 1
Welcome to. Yeah hi. Um, I just upgraded my mesh system, uh, I previously had Vulop, I believe it was Velop through Orbi, SONNET, That in the
00:00
Speaker 2
welcome to L inks is 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 allevi be available. Please have your device 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. Thank you for calling L.
00:00
Speaker 1
Earlier ones and I just purchased atlas 6. Uh I was able to replace the uh parent node connected to the router. That's working fine. And the um child node that came with the atlas 6 that's working fine too. I reset the older velop 3 nodes, you know, went, push the reset button and went through that process. And uh there the in the app, they don't show up as connected to the mesh network but they do show up in the list of nodes. Hello?
01:00
Speaker 2
yes, I'm still here.
01:00
Speaker 1
Oh, okay. Let me see if I can get that for you. I don't see the model number written. I have, uh, I think I have a serial number I can give you if that helps. Oh wait, no, I do have a model number. Hang on a second. It's hidden. It'll just give me a minute to try and lock it. Sorry.
02:00
Speaker 2
How about we use the motor for a drone?
02:00
Speaker 1
uh, uh, uh, uh, let me check. I have the serial numbers but I have to check to see which ones uh parent, uh. Okay, 5 0 D 1 0 M uh 1 3 8 7 9 0 7 6. Okay, uh, uh
03:00
Speaker 2
okay so and then you want to add sir the WHW003 on your new system that's a child node right? Okay Can I have for the serial number of the new system that you have at least the parent node. [silence]
03:00
Speaker 1
Correct. Uh just a couple of days ago. That I purchased it. Um today's the 3rd, July 1st. A T and T. Amazon. Lawrence L. Dardick Larry dardickat dardick.com Correct. Yeah.
04:00
Speaker 2
And who is your internet service provider? AT&T. okay. And which store, sir? Did you purchase the Atlas 6? Okay. Okay. Oh. Oh. Oh. Oh. Oh. Oh. Oh. Oh. Oh. Oh. Oh. All right. And there is an account that is associated by the way sir that I was able to pull up on the record here. Um can you confirm the first name and last name and then the email? Thank you. And this is the call back number in case the call gets disconnected, it's the one that ends in 2545. Okay, thank you so much sir. And you have mentioned earlier sir that you have already reset the DHW00.
05:00
Speaker 1
Correct. Correct. Correct. Yep. For at least 20 seconds. Let's see. Um, it it was uh green. Yeah.
06:00
Speaker 2
you know three um all three of them right yeah reset three of them how long did your press the reset button okay and what is their led light right now [silence] solid green for the three wh-03 sol if their solid green say that means they are already connected to the mx 2000
06:00
Speaker 1
Yeah, so if I go to the, um, let me open up uh Linksys app. For a second, I'll tell you what I see. Okay. Okay, okay I'm opening the app. Okay so it, uh, shows uh, on the opening page, it says there are five nodes. And then if I click on the five nodes, um, it's uh, oh, perfect, okay. Um, When I did this.
07:00
Speaker 2
If you, says them, Okay. who knows anyway what about but only, huh.
07:00
Speaker 1
earlier, it didn't show uh all five notes. Uh but now it's uh it's showing them. Okay. So, uh so it's working uh great. Okay. Well, thank you. I think that's all I need. Okay. All right, thank you. Bye.
08:00
Speaker 2
Okay, that's good. You're welcome, sir. If anything else, just give us a call, okay? You're welcome, sir. Take care. Bye-bye.
08:00