V2 Rubric Detail — 05834598-66b8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 23:39
Duration
96m 17s
Contact
Bruce Masingil
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133332
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_ Adding a new child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution3.44/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall58.8% (+2.8)

V2 Grader Summary

The interaction resulted in a successful node addition using the correct 5-press method for WHW03 V2, with clear next steps provided. However, multiple technical inaccuracies (wrong IP, URL, warranty info) and avoidable customer effort (browser retries, holds) undermined efficiency. Despite communication flaws, the agent maintained ownership and achieved resolution, warranting a Successful Resolution outcome.

V1 Case Analysis

Customer adding MX2000 node to WHW03 V2 mesh; agent provided incorrect IP (192.1.1.168.1.1), wrong default password ('admin'), and unsupported 5-press pairing method. Node reached setup mode but app verification not completed. Warranty status unclear.

Troubleshooting Steps
  • Collected model and serial numbers of parent node
  • Attempted access to router web UI using incorrect IP address (192.1.1.168.1.1), later corrected to 192.168.1.1
  • Tried multiple browsers (Chrome, Chrome incognito, Edge) to bypass security warnings
  • Recommended 5-press pairing method on parent node
  • Observed node LED change from blinking red to solid blue/purple (setup mode)
Key Observations
  • Agent provided incorrect IP address (192.1.1.168.1.1) for router access.
  • Agent instructed customer to use 'admin' as default password, which is incorrect for Velop systems (should be Wi-Fi password).
  • 5-press pairing is not a supported method for adding MX2000 nodes to a WHW03 V2 mesh network per KB guidance (Section C — Velop Intelligent Mesh Consumer). Correct method is via Add Node in app or web UI.
  • Agent provided conflicting warranty information: first stated parent node was out of warranty, then claimed new MX2000 is under warranty.
  • Agent typed incorrect support URL: 'Support.Lynxs.com' (typo).
  • No verification was performed in the Linksys app to confirm node integration before ending the call.
  • Excessive hold time and repeated 'okay' confirmations disrupted call flow and efficiency.
Positive Highlights
  • Collected model and serial numbers from the customer.
  • Attempted multiple troubleshooting paths (web UI, browser variants, pairing method).
  • Corrected IP address from 192.1.1.168.1.1 to 192.168.1.1 after customer feedback.
  • Recognized that 5-press method could initiate setup mode, even if not the correct path for node addition.
Agent Errors / Gaps
  • Provided wrong default admin password ('admin') for Velop system.
  • Stated incorrect IP address (192.1.1.168.1.1) for router access.
  • Recommended unsupported 5-press pairing method for adding MX2000 node to WHW03 V2 mesh.
  • Gave contradictory information about warranty coverage.
  • Typed incorrect support URL (Support.Lynxs.com).
  • Did not verify successful node integration in the Linksys app.
  • Failed to resolve browser security warning issue with proper guidance (e.g., accepting certificate exception).
  • Did not confirm customer's Wi-Fi password before attempting login, leading to repeated login failures.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms setup success: 'I think it looks good' after node turns solid blue and is ready to relocate.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped reboot/power cycle but did verify proximity and LED state; attempted browser access before pivoting to 5-press method which worked.
R3 Partially Met Correct resolution path conf 90%
Correctly used 5-press for WHW03 V2 (valid per KB), but incorrectly stated no free support for OOW devices despite offering full troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (node not pairing), confirmed model and placement, and selected appropriate 5-press method despite initial missteps.
T2 Partially Met Appropriate tools / resources used conf 85%
Attempted web UI access (appropriate tool), but used wrong IP and didn't leverage LED status fully; pivoted to correct 5-press method.
T3 Not Met No misinformation conf 95%
Provided incorrect IP (192.1.1.168.1.1), misspelled support URL (Support.Lynxs.com), and inaccurate warranty policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Held control by guiding through steps, but had disruptive silences, unclear holds, and side conversation ('I have somebody else’s knocking').
C2 Partially Met Confirmed understanding conf 75%
Used some technical terms but adapted to customer’s iPad preference and walked through steps, though instructions were occasionally unclear.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Remained on case throughout, did not transfer, and followed through on resolution path.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: wait for solid blue light, then relocate node to garage.
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 performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Apologized for hold ('I'm so sorry for that hold') and stayed patient, but did not acknowledge customer’s week-long struggle or frustration.
X2 Partially Met Tone & rapport conf 80%
Adjusted to customer’s device preference (iPad), but repeated browser steps despite failure; eventually pivoted to alternative method.
X3 Not Met Overall experience conf 95%
Customer repeated model/serial, re-entered passwords due to num lock, switched browsers, and endured long holds due to agent errors.
Call Transcript64 turns · 76 lines
Speaker 1
who- Welcome to Lincoln Central Park.
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 product, 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.
00:00
Speaker 1
Uh Bud, I'm gonna have to restart the server hair on a few no internet for a few lessons I'm troubleshooting uh beginning of at the meeting to my in oh yeah I've been this is the The thing I'm trying to fix for a week or two. and I'm calling support to get help. I don't want to do it any more than you do, but uh, Thank you sir! Alexa, what time is it? Hey Shane. All right, so, I'm going to start doing this. But I don't know if it's two minutes or 10 minutes, but it's stressful in itself to do what I'm doing. So can you just take a break? Are you taking a break soon? Is it, this is a quick thing like a But that's fine. I'm going to do it so I can say I got a career. please . [silence] Hi! What's your favorite dish? How are you doing? I'm trying to figure out things. I'm on hold. What? uh the router is, but I'm trying to add that node and it's not connecting. A, it's not connecting and B, I'm on hold. All right. owner of these. Oh, the food, the food is uh, there's five kernels in there that that other cat Doesn't shouldn't eat. Roberta's in the bed. I called her up there. I walk, I walk. Fever REE. he said that cat. Yeah, look, Fever REE. Animal. Down there, Sarah. [silence] That was a good song, I like it. Mm uh yes I'm actually looking for some help um I have a Linksys router and I have um five or six of the Linksys little nodes and I just bought a new one um so is the new one a extender that should hook into the old system or should I just abandon that and set up a completely new network?
06:00
Speaker 2
Thank you for calling Linksys. This is Karla. How may I help you?
59:00
Speaker 1
Um to add out towards my garage to give me more coverage. And normally I just open up the app and I hit set up a new product. And and then go through the steps of adding a product and uh it it has me to restart my uh network. So, I have restarted my network like three times, and it's just doing this and doing this and doing this. So, it doesn't seem like restarting the network's really helping. uh yes. Right, a little white uh uh box uh to my system. Uh have I called Lynx's before? [silence]
60:00
Speaker 2
Yes. Okay. So you're just very, uh, uh, sir, uh, you're trying to add a new, um, wireless, uh, child node, correct to your network? Okay. All right. All right, so, so, let me just create a record for this, uh, if you could list as before. Uh, this is the first time. Yes.
60:00
Speaker 1
I think so. I've, I've been a Lenksus customer for probably 25 years.
61:00
Speaker 2
Okay, that's good. So let me just create a new record for this sculpture. Can you have the model number and serial number of that new device that you're trying to add? Okay, how about the serial number? Okay. Um the serial number again, let me check if I got it correctly. that's five zero 6 D for David.
61:00
Speaker 1
Yes. they are company called Cox Cable. Sure. three, five, two, two, six, two, five, four, five, seven. Meryl managing Lyne, messaging. Yes. uh, uh Uhachi, B as in Bruce, I, it right next to it right panel number my God this is so small hold on I'm gonna have to get a flashlight hold on a second. why Isn't
62:00
Speaker 2
Yes. What's the model number? [silence] Okay.
63:00
Speaker 1
Okay model number W H W O 3 V 2 0. Serial number two zero J two zero M three A a one six nine two five. Yes.
64:00
Speaker 2
Okay. How about the serial number? Okay, that's 20j20m3, a for apple, one six nine two five, right. Okay. And you've mentioned that earlier you have multiple
64:00
Speaker 1
Ah, the other nodes that I have? Yes, I bought, I bought a, a, a box that I had thinking had like four or five. So, yeah. [silence]
65:00
Speaker 2
and mesh nodes already. Um, is it the same model of the parent node? Yes. So right now you've got it on the existing network that you have. You've got, of like five and then the new one, the MX2 two, that's your um, like number six. Did I got it right? Okay, total of six, Thank you. Just to make sure again the parent node is the one that is your provided to me at WHW 0.
65:00
Speaker 1
Uh, yeah? Yeah. OK. [silence]
66:00
Speaker 2
Three V2, right? Okay. So, certainly, the reason why the app did not add the new child node because the type of parent node that you have is no longer supported with the app when it comes into setting up this type of router, the OWN or adding a child node, okay. But we are going to use the different ways in accessing or adding the child node, okay. Because actually, sir, aside from the app, we do have a like a video link, okay, that we can send it to you. It's like a step-by-step, instructional videos on how to add child nodes to your network and even how to check some settings like your Wi-Fi password.
66:00
Speaker 1
Okay. Uh, what do you recommend? You'll you'll maybe you could send it to me cause that would be good for me to reference. And then maybe you could just tell me um uh um, could you tell me or a little walk me through? Yeah. Okay. Thank you.
67:00
Speaker 2
could I can't actually send it to you yeah okay and then also that that you can efficiently set up and optimize your home network at your own convenience so would you like me to um send it to you sure or you want to be uh walked through on the setup hold on sir will um could you just please hold on for just uh two to three minutes um just going to um check something here I'll be back down the line thank you [silence] Hello sir, thank you so much for patiently waiting. I'm so sorry for that hold. So, what we're going to do sir is we're going to like access the user interface of the router to add this child node. By the way, um
67:00
Speaker 1
Are you? Computer or iPad? Uh, I have an iPad more convenient than a computer. Okay. Uh, should I use a computer or should I use an iPad? Okay. All right, uh, well the computer is in one place and the router is another part. You want me to go to my computer and log in? Okay.
70:00
Speaker 2
They have a computer that we can use it right now? Mhm. Yeah, you can use the iPad. Your computer is it Windows? Or is it Mac? Mhm. Let's just use your computer, sir, for easy navigation on the page of the router. Okay. Alright, that's alright. Yes, sir. But, before we go there sir, let me just verify this. The new DEVIS, the MX-2000, is it near to your is it near to the parent?
70:00
Speaker 1
Yeah, I got it plugged in right next to it. So it's like a foot next to it. Oh, uh, the, the new one I just plugged in, I think it's like a solid, uh, light pink. Okay. Yeah?
71:00
Speaker 2
I can see the color, though. Wait. Let me just state to inform. Sir, we have a, in status of your device, Here in our old radar, it says that you're our warranty and actually, if it is already Owen warranty, and we're no longer providing free technical support. But since new child node, adding a new device which is What we call installer, which is a parent node. And actually, if it is over warranty, your warranty ends on
71:00
Speaker 1
Yeah. Okay. Okay. I uh turned the computer on and I uh I'm uh I'm gonna load and I'm gonna log in. Uh Windows computer.
72:00
Speaker 2
Okay, what do you call it? It is a new router and you just bought it and it's still under warranty. We can provide you right now adding that child node and in any case, you will be having problem with other nodes, like if you need technical assistance in the future, then you need to select the options for our out of warranty products, okay? All right, so in your computer right now, let's proceed now in adding this child node. mm hm is this Mac computer, right? or Windows computer? Is it Windows 10 or 11? [silence]
72:00
Speaker 1
Okay. I don't know if that helps. Okay. Okay. Let me I'm logging in. Just give me a minute. [silence] Okay. Let me I'm logging in. Just give me a minute.
73:00
Speaker 2
okay, so probably that's, uh, could be probably 11. Most computers right now on the market is on 11. alright. on your computer, sir, if it is ready, um check if it is connected to the, uh wi-fi network.
73:00
Speaker 1
Okay, hold on a second. My number key was off, so when I typed in my password, it didn't go. I gotta try it one more time. I gotta get logged in. Okay, so... Okay, so... [silence]
74:00
Speaker 2
Okay. I said ready? Okay. In your laptop. If it is ready. On the lower right-hand side corner. Look for the Wi-Fi icon. Oh, okay. Sorry. All right. Just let me know, Sharon, if your laptop is ready. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. mhm mhm really really marsen mhm
74:00
Speaker 1
What? Are you talking to me or somebody else? I, I, I kind of could hear you, but I kind of couldn't hear. All right, hold on a second. This is a travesty. Hold on. Don't go anywhere. [silence]
77:00
Speaker 2
I have somebody else's knocking sir my colleague sorry for that okay
77:00
Speaker 1
All right, let's try this one more time. Pause All right, the computer is loading and and uh coming up. Okay, I got my desktop. I got my desktop. Okay, okay, uh, Where do you want me to go now? Hello? Hello. Oh, I'm on the computer. I don't know. How can I figure that out? I'm in the front of the house, and I'm using my Wi-Fi node to log in.
78:00
Speaker 2
[silence] Hello, sir. Um, sorry. Uh, what is a, uh, computer? Is this a desktop or a laptop? OK. And wireless, right? Or is it wired directly to the router? [silence] When you, um, set up this computer, did you? [silence] Okay.
79:00
Speaker 1
Yeah? Okay. Uh yes Massachusetts home. Okay. I did. Yes. God Jesus I just turned the computer on and I didn't have my num lock when you were telling me all those numbers. [silence]
80:00
Speaker 2
All right, so right now, sir, on your computer, on the lower right hand side corner, it shows there the uh, it shows the Wi-Fi icon, it shows connected, right? Okay. Please open internet browser like Google Chrome. And then on the address bar, okay. Type this numbers, 192.1.1.168.1.1. and
80:00
Speaker 1
Can you tell me the number again? I had to do my Num lock. 192.1. .68. Okay, okay. I have it. Do what? Enter. Okay. Oh, oh, oh. linksys. Why am I getting a warning when I try to access my router settings in a browser? Yes? Yes. Yes. Yes. Okay.
81:00
Speaker 2
Okay. Again, let's again. Okay. 192.168.1.1. Skip word. Yes. So what's on? Okay. What's on the screen right now? Okay. All right. Is it like um connection not private? That's okay, sir. That's the um browser security. Just click on um advanced. They have the advanced or continue. Okay. click on advanced and then proceed.
81:00
Speaker 1
When I click advance it doesn't do anything. Do I hit reload? It's greyed out. Let me check. Let me check. Oh, continue at the very bottom. Continue. [silence] I click that Advanced button and it says at the bottom proceed to 192. Okay. Okay. Okay. Okay. It's loading something. It says [silence] Trying to get module to work again. Where's it go when it's done? It must leave then make them connect to each other. Yeah, of course. [silence]
82:00
Speaker 2
Um, no, sir. When you click on Advanced, or do you have the option Proceed? Yes, Continue. And then after you click on Continue, what's on the page right now? Yeah. Click, um, click on Proceed. And then after you click on Proceed, um-,
82:00
Speaker 1
OK. And then sign in. [silence] [silence] Unexcepted error 2123. [silence] yeah. With a red exclamation [silence]
83:00
Speaker 2
Okay. On the password, can I type admin all in lower case A-D-M-I-N? Yes. Unexpected error. Uh-huh.
83:00
Speaker 1
2123. Chrome. Okay. Okay, I see it. Okay. Okay, close that. [silence] One night, two, one, nine, two.
84:00
Speaker 2
Right. Two, one, two, three. Right? Okay, hold on. What browser we are using right now is Google Chrome, right? All right. Can we try the incognito page of Google Chrome? So just click on the three dots on the upper right hand side corner and then select a new incognito window. And then kindly close the previous page that we opened. Okay. And then kindly access again, um, the 192.168.1.1.
84:00
Speaker 1
OK. Your connection is not private. OK. It says, access V-LoV router password. OK. Two, one, two, three, four. Yeah.
85:00
Speaker 2
168-1-1-8... yes same thing click on advanced or continue and then proceed yes... type admin again ADMIN then click OK still the same 123 all right
85:00
Speaker 1
Uh, sure. Do you want me to try a different browser? I have Microsoft Edge. Okay. 192.168.1.1. Okay, okay, okay. And then go to the bottom and hit continue. Uh.
86:00
Speaker 2
Okay, so right there. It seems that the browser will not allow us to access the page of the router. So we'll just try the other way in accessing or adding the child node. All right, can we go near to the parent node, sir? I think that will be a... Well, let's try Microsoft Edge. Let's open Microsoft Edge and tap the numbers again.
86:00
Speaker 1
It's loading. It says waiting. Oh, okay. Admin sign in. Oh, it says 2123 unexpected error. Yeah. Okay. OK.
87:00
Speaker 2
00:14,432 --> 00:16,222
87:00
Speaker 1
Okay. Okay. Okay. Okay. And then to make sure, I'm doing it on my current router or this new one. Okay, the main one. Okay, and I'm hitting it five times in five seconds. [silence]
88:00
Speaker 2
To be careful on this one because this one involves the the reset button of the (push) parent node. Okay? So, to add this node security, we are going to use the five press method.
88:00
Speaker 1
Okay, so do that and then tell you I'm done. All right, I'm going to do it. Okay, I did it. Oh, it's flashing orange. Uh, it's pink. It's a pretty pink. Up, up. It's blinking. It's blinking.
89:00
Speaker 2
Meh. Meh. Stop. Alright. And then on yours, neutral. Is it like, blinking or is it... Yeah. Okay.
89:00
Speaker 1
Yes. Uh, it's blinking, a red blinking.
90:00
Speaker 2
Okay, is it still blinking? Um, how about the child node, the new child node? [silence]
90:00
Speaker 1
wait the the parent is blue the new child is flashing uh slow red yeah I think this takes a couple minutes ah okay it stopped flashing red then it's a solid blue
91:00
Speaker 2
Mhm. Okay, let's just wait, probably it's still trying to be added. Mhm. Okay. So let's just wait for another 30 seconds a minute to really stabilize the connection on the new child node. If it turns blue, that means it will be added. But it's weight. The five press setup sir that's another way in adding the child node. If you have a new device, you want to be added on the network. So you're just going to do the five press. But you can need to do that if the device is near to the parent, the one that you are trying to add, it should be near with the parent node and then the light on the device should be on a set up mode. Okay for the type of router that you are using right now the MX 2000 the one that you're trying to add.
91:00
Speaker 1
Okay. It, it is a, a light purple, light blue right now. Yeah. Uh, it's, it's like a pretty lavender purplish, like a flower. Yeah. I can't tell, though. I'm getting old, maybe it's blue, maybe it's purple. I don't know, it's pretty. No. Correct, correct. Yeah.
93:00
Speaker 2
But it's on a setup mode and ready for configuration. It's purple. okay. But some. but it's more on blue right now. but is it the same color? okay. but it's not the same color as before we do the setup. right? okay. okay. alright. it's been a minute already and you now
93:00
Speaker 1
Okay. Yeah, I was going to put it in the garage. No, I think we're all set. If I go into my uh my Linksys app, it would just it would just show it in there. Okay. [silence]
94:00
Speaker 2
what you call that? it's now on uh, still under study. uh, we're blue. so you can now um, unplug this not sure. and then you can now relocate this not to where you want to to put it. okay? So, yes. all right. So is there anything else? all right. So, uh, you may try it surf. You can close the app and then reopen the app.
94:00
Speaker 1
All right. I think it looks good. Okay. And then is that also that place that you said there's like some videos? Okay, thank you. Awesome. Thank you. You too. Thank you. Bye. [silence]
95:00
Speaker 2
[,] [...] All right. That's great. So, um, if you want to know more about Linksys products and check some articles about Linksys, um, you can check our website. Support.Lynxs.com, okay?Our... Oh, yeah. I'll send it to you, um, to your email. Okay? Right after our, uh, our call. You're welcome. Okay? So, thank you for calling Lynxs us. This is Karla. Have a great evening to you, sir. You're welcome. All right. Bye.
95:00
Speaker 1
Yes? Oh, I'm sorry. I was just looking at the the software. Thank you. Have a good night. Bye.
96:00
Speaker 2
Hello sir? Oh, you forgot to end the call? That's okay. Bye you too sir. have a great night. Goodbye. [silence]
96:00