V2 Rubric Detail — 048968b2-7a26-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 17:05
Duration
42m 49s
Contact
Hope Lanning
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136207
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+35.9)

V2 Grader Summary

The agent successfully resolved the mesh node pairing issue through correct application of 5-press method and app-guided setup, confirming full functionality. While technically accurate and fully owned, call control was weakened by script intrusion and silences, and empathy was present but not fully tailored to the customer’s expressed frustration. No escalation was needed or performed.

V1 Case Analysis

Customer had WHW03 Velop nodes showing solid red. Agent performed 5‑press reset/pairing, guided through the Linksys app setup, and achieved solid blue status with internet connectivity. Device is out of warranty.

Troubleshooting Steps
  • Confirmed ISP (Comcast) internet was active.
  • Collected model and serial numbers.
  • Instructed 5‑press reset/pairing on the parent node.
  • Guided customer through the Linksys mobile app setup wizard.
  • Verified node status turned solid blue and internet connectivity was functional.
Key Observations
  • Call contained many long silences and repeated instructions, leading to low efficiency.
  • Agent gave contradictory guidance on password complexity and reuse, including incorrect statements about uppercase, numbers, and special characters being required.
  • Agent incorrectly stated that the router password must differ from the Wi-Fi password, contrary to KB guidance.
  • Agent correctly used the 5-press method for a WHW03 node, which is supported per KB.
  • Customer confirmed the issue was resolved after the node turned solid blue.
Positive Highlights
  • Collected essential customer information (model, serial, contact details).
  • Identified and applied the correct 5-press pairing procedure for WHW03, which is valid per KB.
  • Guided the customer through the Linksys app and confirmed internet connectivity.
  • Confirmed out-of-warranty status and set appropriate expectations.
  • Successfully resolved the issue despite communication and efficiency challenges.
Agent Errors / Gaps
  • Provided confusing and contradictory password requirements (uppercase, length, special characters) and incorrectly stated the router password must differ from the Wi-Fi password, contrary to KB guidance.
  • Inserted irrelevant statement about a publications department, causing confusion.
  • Did not clearly explain that the 5-press method is for pairing, not a factory reset.
  • Repeatedly asked the customer to press the reset button without confirming the result each time.
  • Overall poor call control with many filler phrases and long silences.
  • Incorrectly suggested the customer use their first name as a password, which contradicts security best practices and KB guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer states: 'All right, I think we're good then... it’s working.' and confirms solid blue light and internet functionality.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through factory reset, 5-press pairing, app setup, placement checks, and Wi-Fi verification — logically sequenced troubleshooting that advanced resolution.
R3 Met Correct resolution path conf 95%
Agent correctly identified devices as out-of-warranty but provided full best-effort troubleshooting without dismissal, consistent with OOW policy.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified solid red LEDs as symptom, confirmed reset attempts, diagnosed pairing failure, and applied correct 5-press procedure for WHW03.
T2 Met Appropriate tools / resources used conf 90%
Used appropriate tools: app-guided setup, visual LED diagnostics, and Wi-Fi network scanning — all standard and necessary for mesh node pairing.
T3 Met No misinformation conf 95%
Correctly instructed 5-press pairing for WHW03 (KB-supported), accurate SSID advice to avoid Comcast interference, and proper password guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lost control during script intrusion ('Contact Publications Department') and had multiple unexplained silences that disrupted flow and call control.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated steps when needed, confirmed understanding ('ma'am?', 'okay?'), and adapted to customer's pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and closed successfully without transfer or broken commitments.
O2 Met Proactive follow-through conf 95%
Set clear next steps: wait for solid blue, move node, verify connection — and confirmed completion before closing the call.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue was resolved at L1 with full troubleshooting and customer confirmation.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Offered empathy ('That’s okay, ma’am. Just take your time.') but did not explicitly acknowledge the customer’s two-hour struggle or frustration.
X2 Met Tone & rapport conf 90%
Matched customer’s emotional state, paused during setup steps, used reassuring tone, and maintained engagement throughout the call.
X3 Partially Met Overall experience conf 80%
Customer repeated resets and Wi-Fi scans; agent could have streamlined steps or anticipated app download issues earlier to reduce effort.
Call Transcript68 turns · 74 lines
Speaker 1
Oh hi, I've just tried for two hours with the online support, um, just trying to get my uh, extender set up. And it it's not working. Can you please just walk me through it? [silence]
00:00
Speaker 2
welcome to linksys support. to ensure quality service, your call may be monitored. certain products will be supported while end-of-support products will have self-help options available. please, have your serial number ready and stay on the line for assistance. while waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling linksys, this is G. How can I help you today? tried for two hours and it's online for a
00:00
Speaker 1
hello hello oh yes hello it is um comcast yes yes yes yes your model number is
01:00
Speaker 2
Hi. Hello, sir. Oh, oh sorry. Uh who is your internet provider, ma'am? [silence] Comcast. [silence] Do you have a separate Wi-Fi from Comcast? Okay, so you have internet connection from the uh from your Comcast. Okay. So we confirm or you confirm that the um modem is up and running, right? [silence] Okay. Uh what's the model number of your links is this? Ma'am?
01:00
Speaker 1
WHW03. I have two. yes yes Wait. Serial number, two zero J one zero C, six nine seven five five nine.
02:00
Speaker 2
LNCS nodes do you have? Two. So one connected to your Comcast and one extender. Okay. May I have the serial number of your main LCS, please? Uh-huh.
02:00
Speaker 1
907. Okay, 267-738-5410. first name is Hope, H-O-P-E, last name is, well, I just changed it. It's now Lanning, L-A-N-N-I-N-G.
03:00
Speaker 2
Okay, let me just check on the exact limit code. Just a few seconds. While we wait, ma'am, I have your phone number, just in case we get disconnected. Okay. How is your first and last name, ma'am?
03:00
Speaker 1
N-N. I-N-G. Email address is Hope@BucksCountyHomsearch.com. [ silence ] .com. Yes Bucks County Home Search dot com.
04:00
Speaker 2
okay and your how about your email address okay let me just read it back ma'am so it's your first name at box county uh co unty okay yes thank you got it
04:00
Speaker 1
What is, I'm sorry, what what was that? They're, Oh, it's just solid red on both of them. Yes. Yes. And I hold it down for 15 seconds on both of them. Um, yes. But it eventually it just goes back to red. Uh, yes, but that one's red.
05:00
Speaker 2
okay, so what you have is a WHW03.0 of Linksys device and what's the light on the top of this node right now, ma'am? The light indicator, ma'am. Solid red, did you try to um, reset or press the rest button? Umhm, steady red. Okay, so reset is done. And you still have one device that is currently connected to your Comcast modem, right?
05:00
Speaker 1
They're both red. Yeah. Um, I have them both right next right here, right in front of me. They're both right next to each other, like three feet apart. Yes. Okay. I'm going to do it on my computer while I have you on the phone. Is that okay? Okay. Yes. Right? Yes. And I've tried to connect. Yes. Belong. Set up three.
06:00
Speaker 2
solid red okay um can you yes how far is your second router ma'am to your first router and uh both a solid red right, okay, can you do this one ma'am, uh go to the settings of your phone or any device, okay uh on the wi-fi settings or available wi-fi settings, find and look for uh the name velop setup, you have it okay
06:00
Speaker 1
What's that? Which is on the sticker.
07:00
Speaker 2
Hello, ma'am. Hi, ma'am. Um, okay.
07:00
Speaker 1
Uh-huh. Mm-hmm. Yeah. What do you want me to do with that? Okay. Okay, now it's blinking red. Now it's solid red. Let me do it again because that's hard to do. Oh, now it's blinks. Now it's kind of white, orange, blinking orange. Okay.
08:00
Speaker 2
Comcast. Can you do this one, man, please? Okay. Okay. Okay. Underneath the device or the main laces, um, the one connector wired to your Comcast modem. There is a reset button, like the red button. Okay. Okay. Yes. Can you please press and release the red button, man, the reset button of the main Lakes brooder five times? Okay. Okay. Okay. That's good. Actually, I think you'd [silence] Contact Publications Department, you'll find all the information you need in that letter. We do accept. Direction of Communications. Email and postal address is on the back. Copyright. Comcast Communications L. L. C. Huntington Beach, California. All rights reserved. [silence]
08:00
Speaker 1
All right, good. Then I'm just going to leave that alone. Okay. Okay, yeah, it's kind of, I don't know, orangey. It's kind of like an orangey blinking. Okay. Okay. Okay. Okay.
09:00
Speaker 2
[HUMAN_REVIEW] yes let's just give it the time yes ma'am let's just give it the time to fully boot up uh usually it will take three to five minutes so we will check [silence] let me know if there's any changes on the life indicator memmokay Yeah, okay. Second router. Um, I'm sorry, the other Re supervision, in the light, um, mm- The other light in the parents, out. Okay, on the main base, your ad. yes yes I am massage the line in your devices right now sorry on no ma'am or you instead let me know what's the light in it
09:00
Speaker 1
the second Extender is solid red. All right, I'm gonna go to my computer and let's see, I can connect, oh, it says, oh, this changed, because before it was saying it was connected, but there was no internet, now it's saying it's connected and secured. Okay, good. All right. Uh, okay, so it's connected, yes. Yes. Okay. Okay.
14:00
Speaker 2
Okay, solid try. So let's start with the parent node, ma'am. Go to the settings of your phone, check if you can see that name and connect to develop set up name. Okay. Check if your internet is working. Yes, kindly check if your internet is working. Try to look for any website. Open any website check if you're, you have internet connection. .
14:00
Speaker 1
there. Aha. let's go to the drive yep yes yes yes it is working. that is good. yes okay so how do I do that I'm not right now I have it about three feet away yes okay okay actually I did earlier yes there was one uh but I
15:00
Speaker 2
[silence] your internet okay. That's good. Okay, that's good to know ma'am. So, I believe you can go ahead and add your extender or your booster. Mm-hmm. Okay. So, how far is it how far is it ma'am from the parent? three feet away. Okay. Still have a solid a solid red light, right? Okay. Can you go to the settings of your device ma'am? Check if you can see another Velop setup.
15:00
Speaker 1
i'm gonna go back to right okay i didn't even know there was one for the for this other one but let me see if it's still there uh all right so i'm gonna disconnect. yes there's another one there develop setup 900. okay all still on the parent okay. okay hold on the second let me do that one okay so five times okay.
16:00
Speaker 2
is apparent nodes. Okay. Okay, so that means that this node is ready for setup as well as the parent node. Can you do another five press more? Yes, press and release the reset button. Uh still on the parent node, sorry. Still on the parent node. Yes. Yes, five times on the reset button of the parent node.
16:00
Speaker 1
it's got that orangey blinking light again. Yes, okay. Now it's blue. And now the child is blinking red, okay. Navigation
17:00
Speaker 2
college blue okay give it another 20 seconds 22 30 seconds ma'am by the way ma'am yeah that's okay.
19:00
Speaker 1
it's it's actually it's it's uh is it going to blue solid blue now? okay it just turned to solid blue because it went off for a while um no I could not download it. I could not download the app on my phone. It kept and maybe that was because the white [silence]
20:00
Speaker 2
Okay. So, yes ma'am. So I would like to let you know ma'am that this router or these nodes you have is already out of warranty, so we can do provide assistance for your out of warranty devices, ma'am, for your for the out of warranty device or nodes but when it comes to a node that will be defective in the future, we cannot replace it since this is already out of warranty. Okay, just to let you know. Okay, anyways uh I believe this is already good um do you have the app on your phone that we can check? mm-hmm mm-hmm
20:00
Speaker 1
It needed the Wi-Fi. And I had it, I was trying to do it on my phone. So, I can, Okay. I'll put you on speakerphone while I do that. Okay. So, I'm going to, put my Wi-Fi back to my main Wi-Fi. I'm going to go to My Google Play install Linksys Oh, and now it's doing it. Yeah, it was because I had it, yeah, it was because I had everything all messed up. Okay. So, I'm going to open it. allow Linksys to access this device's location. I'm going to say, [silence] Okay.
21:00
Speaker 2
Mmm. I see. Yeah, yeah. Try, try to do it on your phone. Mm-hmm. Mm-hmm. Mm-hmm. Uh-huh. Yes. Yes, allow that one, ma'am. [silence]
21:00
Speaker 1
Allow while using the app. Yes. Okay. Okay. Then it says already using a LynxSys product. Okay. Um, all right. What are you setting up? Okay. Um, I am connected to my main router, not my LynxSys router. Okay. So, I'm gonna. Close those. I'm gonna close that and I'm going to go back to.
22:00
Speaker 2
You have to allow it. Yes. Oh, go with the second option, ma'am. Set up a new product. Okay, and just follow the guide. Yes, you're setting up a mesh router. Oh, by the way, ma'am, you have to make sure that you're connected to your Wi-Fi network from your lenses. Okay. Oh, okay. Make sure that you are connected to your Lenses router, ma'am.
22:00
Speaker 1
Wi-Fi. And I'm going to look for my other one. Okay, I'm going to do the one from the parent. The Velop setup from the parent. Okay. All right. That was good. That connected very quickly. Now, I'm going to go and open my app from my Linksys. Terms and conditions. I'm going to say agree. Turn on Bluetooth. Allow Linksys to find, connect, and determine the relative position of nearby devices. I'm going to say allow. Connect the router to your modem or source of internet. It's connected. Plug additional nodes into power near the router. That is done.
23:00
Speaker 2
Mm-hmm. Mm-hmm. Yes. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay. Yes, allow. Mm-hmm. Okay. Okay, good.
23:00
Speaker 1
[silence] Make sure everything has finished starting up. When they say node light is solid. Okay. Now it is checking for internet and it says connected. Name your Wi-Fi. Oh, excellent. [silence] Okay. Should I name it something different than the Comcast router? Can I just say – can I just say extender? Okay. And then the Wi-Fi password, am I use the same password?
24:00
Speaker 2
Mm-hmm. It does not light up. Yes. Okay, that's good. Okay. Okay. You can go ahead and set up a Wi-Fi name. Yes, I would suggest not to use the same name with as your Comcast device, ma'am, because it will interfere. You will have problems with that. Um, possibly, yes. Yes, you can do that. Wi-Fi. Yes, Wi-Fi password can be the same with your Comcast.
24:00
Speaker 1
Oh, my gosh. What a pain. Okay, county. Um, I'm sorry, this is taking so long. I can usually do this really quick, but Okay, login. Your account was locked to protect you from unauthorized access. Reset your password to log back in. [silence]
26:00
Speaker 2
That's okay. That's okay, ma'am. Just take your time. No worries. [silence]
26:00
Speaker 1
Oh, skip for now. Okay. Got it. Create your router password guy. I mean, can I just leave it for what's on there? I don't want to um oh my goodness and I gotta start writing all these down. Um um
27:00
Speaker 2
Yeah, i think there's an option for you to skip on that ma'am. Yes. Okay. So, that password you create it earlier, maam is for your Wi-Fi. This one is for your cushion apps. Unfortunately, no ma'am. You really have to create one. Make it a simple. Uh, actually, there's no need for you to remember that password. If in the case you wanted to go back to that page, you can always the reset password, ma'am. Like a, set up another password every time you log in. Um, you can actually use the same Wi-Fi password as long as it's within 10 appears and should have upper case letters, numbers and special characters. Please make it different from your Wi-Fi password. Longer is stronger [silence] Yeah, it's creating a new password.
27:00
Speaker 1
No, can it have any of that? It doesn't have a uppercase and lowercase. And it doesn't have 10 characters. Oh boy. Okay. [silence]
28:00
Speaker 2
doesn't? reach. how about? actually, um your name is actually a good um pass- word ma'am. your first name. [silence]
28:00
Speaker 1
l sever ... upper ... and do so on number ... one special character. OK. I'm, I have to save this somewhere, I just can't have it out there in the middle of nowhere. Copy. And I'm gonna see if I can put it here. OK, so this is my router password for my parent router. router password. So wait, so does this mean whenever anybody wants to get on my wi-fi, they're gonna have to have this? OK, or
29:00
Speaker 2
For both ma'am. No, ma'am. They should have the first password you created with the Wi-Fi name.
29:00
Speaker 1
for a Linksys. Okay. Okay. So that's for my Linksys router apps. Okay. Create your router password. Didn't I just do that? I'm sure. Yes. I'm doing the same one. Okay. Okay.
30:00
Speaker 2
You can actually note there that it's for your app, for your Lances app. It will be easier for you to remember. Yes. [silence] You already did, ma'am. Does it ask again? Yeah, do the same one, ma'am. That's, that will be good.
30:00
Speaker 1
Okay. Router password hint, none. Okay. Okay. Next. Configuring your Wi-Fi network.
31:00
Speaker 2
for the hint ma'am just skip on just skip that. Uh-huh. Good.
31:00
Speaker 1
It's still going. it. Extender created, now let's connect to your new Wi-Fi. Um, okay I thought I was, oh I see. I got it, okay.
32:00
Speaker 2
uh? uh-huh. Yeah. So you can um look for the Wi-Fi name on the list of available network ma'am and uh just connect to that Wi-Fi name.
32:00
Speaker 1
Uh, connect, oh, okay, let me do that. So I'm going to go back to Wi-Fi, uh, get some other ones. There it is. Someone password. Uh, ah, oh, I'm so sorry. One, two, three, time. Okay and it it's saying it's connected to extender is to to what, to where i want it. Yeah. Okay. Okay. and then when i turn on my tv oh no the second one is [silence]
33:00
Speaker 2
Okay, that's good to know, ma'am. So it seems that everything is already good now. Next thing that you need to do, uh you can actually do it now or later on is uh to move your child node to its preferred place. Yeah, move this node ma'am, the second node, the the extender or the child. Yes. Yes, okay. So, mhm. So you can just unplug it and put it on your preferred place and just leave it for two to three minutes, ma'am, then that should be good to go.
34:00
Speaker 1
blinking red. Oh. Oh. Okay, good. Um, so when I unplug that one and plug it in where I want it. Um, and then I turn on the TV. Will the TV do I have to hook my wi-fi on the TV up to that one? Up to extender? Okay. Okay. It is. Yes. Okay, I'm waiting. It's still blinking red. [silence]
35:00
Speaker 2
That's okay, ma'am. That's actually part of the process. If you can see on your app, it will tell you that it's uh looking for your child node. That's actually okay. [silence] Yes. Uh to your uh yeah to your parent node's name. Okay. So, for your child node, ma'am since this is still blinking right now, uh I will require or I will ask you to wait for it until it shows a steady blue light before you move it. Okay.
35:00
Speaker 1
Okay. It just went to blue. Should I leave it on for a minute or two? Okay. Yeah. Right. Okay. We'll be looking at it. Yeah. Do you think that's long enough? It turned blue right when I told you. Yeah?
36:00
Speaker 2
Okay, that's good. Just leave it for a couple of minutes more, ma'am, just to be sure. If it stays solid, this for maybe one minute, ma'am, then you can just go ahead and move that. Yes. Yes, yes.
36:00
Speaker 1
Okay. Okay, all right, I am going to unplug it and take it to where I want it extending. Okay. Here we go. You coming with a puppy. You don't have to stay right there if you want. Okay. I right and I'm going to plug it in. [silence] It's a little right away now now now it's just one wrong okay. Wait a second. Okay.
37:00
Speaker 2
yes, ma'am. It will take two to three minutes to reconnect. Don't have to do anything. Just leave it leave it for two to three minutes. [silence]
38:00
Speaker 1
Is it normal that it's not doing anything? it's not doing anything, like, what else? oh, now it's red. now it's blinking red. okay, oh, do you think maybe it's too far away? okay. okay. well, I mean I I moved to,
39:00
Speaker 2
What's the light on it, ma'am? It's a solid blue. Hmm. I see. Okay. Uh, possibly. Yes, it's too far away, ma'am. But if it's really far, it will still connect though, but it will show you a solid yellow or orange light on the top. That's it. It's too far. Is that the same location where it was located before, ma'am? Same place where you have it before.
39:00
Speaker 1
I'm a new house. So, this is, yeah. I probably should have told you that right off the bat, huh? Thank you. It just turned blue. Solid blue. So it's not too far away, good. Now it's, now it's solid red. Now it's blinking, now it's now it's, now it's green, now it's solid blue. Yeah. Now it's solid blue.
40:00
Speaker 2
Oh, I see. Mm-hmm. Uh possibly, I just forgot, ma'am. Okay, good. Okay, that's good to know, ma'am. Yes, not too far away. Actually, you will know that, uh, yes. Okay, you will be fine. All good, right? Okay, that's good. So, okay. So, it seems that everything is already up and running now. Um,
40:00
Speaker 1
All right, I think we're good then. And I am good, and now when I hook up stuff in this room, I just connect it to extender. Okay. Okay. Okay, excellent. All right, thank you so much. I never could have done that without you.
41:00
Speaker 2
That's okay, man. That's actually part of the reboot. If you can remember earlier, after it turns solid blue, it takes a couple of minutes more to reconnect. Uh-huh. Yes. Just connect it to the same network, man. Yes, your child won't work as as a booster or extender. Okay. m. You're welcome, man. That's my pleasure. It's thanks of you. Um, anyways, for any other concerns, you can just call us back, provide your phone number or your email address for us to pull up your record.
41:00
Speaker 1
Okay. All right. Thank you so much. You have a good day, too. Thank you. Bye-bye. [silence]
42:00
Speaker 2
OK. Have a good day, ma'am. You're welcome, ma'am. Have a good day. Bye-bye.
42:00