V2 Rubric Detail — 085ccbd4-7b1e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:40
Duration
27m 34s
Contact
Marc Gerp
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136450
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: WHW03 - child node disconnected
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall40.2% (+0.2)

V2 Grader Summary

The issue remained unresolved as the nodes failed to pair despite troubleshooting attempts. While the agent demonstrated ownership and appropriate out-of-warranty troubleshooting, technical accuracy was compromised by incorrect LED color claims and unsupported 5GHz assertions, and tool use was inadequate. Call control and customer effort reduction were weak due to long silences, unannounced mute, and lack of app-based diagnostics.

V1 Case Analysis

Customer unable to add WHW03 V2 child nodes; nodes stuck on 'searching for nodes' screen. Performed 5-press reset, advised Ethernet cable for discovery, but nodes remained blinking. No resolution achieved.

Troubleshooting Steps
  • Requested model and serial number.
  • Instructed a 30-second hold reset (incorrect for this model).
  • Guided the customer through the 5-press reset/pairing method.
  • Advised using an Ethernet cable for discovery and waiting period.
Key Observations
  • Agent incorrectly instructed a 30-second hold reset for WHW03 V2, which contradicts KB guidance (5-press method required).
  • Agent described non-existent LED colors (magenta/light red) for WHW03 nodes; per KB, WHW03 uses solid blue (online), solid purple (setup), blinking white (pairing), or solid red (error).
  • Agent claimed the router was out of warranty without verification, potentially misleading the customer.
  • Agent failed to confirm customer access to the app or web UI before giving instructions, risking wasted effort.
  • No case number was created, and no formal escalation path was offered despite unresolved issue.
  • Agent displayed empathy and maintained presence during long wait periods, improving customer experience.
  • Correctly identified WHW03 V2 and eventually applied the proper 5-press pairing method.
  • Recognized that Ethernet backhaul could aid node discovery, aligning with best practices for mesh stability.
Positive Highlights
  • Correctly identified the WHW03 V2 model and ultimately used the correct 5-press pairing method at [08:00].
  • Recognized that an Ethernet cable could assist in node discovery, which is a valid troubleshooting step per KB best practices.
  • Maintained a calm and empathetic tone throughout the call, including offering reassurance and staying on mute instead of placing customer on hold at [16:00].
  • Provided a clear expectation that discovery may take 6–10 minutes, helping manage customer patience.
  • Acknowledged limitations and did not falsely promise resolution, maintaining transparency.
Agent Errors / Gaps
  • Stated warranty status without verification at [06:00].
  • Provided incorrect reset instruction: told customer to hold reset button for 30 seconds at [04:00], which is not valid for WHW03 V2 (correct method is 5-press).
  • Described incorrect LED behavior: claimed nodes should turn 'magenta or light red' at [05:00]; WHW03 documentation does not list magenta as a valid LED state.
  • Failed to collect complete serial number and did not create a case number.
  • Did not verify customer access to the Linksys app or web interface before instructing app-based steps.
  • Did not confirm firmware version compatibility between parent and child nodes, a critical factor for WHW03 V2 per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Final outcome: 'the bar is fully loaded... I will try again... need an ethernet cable' — no confirmation of success, issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent performed reset, 5-press, and LED checks, but skipped power cycle of parent node and firmware verification per KB.
R3 Met Correct resolution path conf 96%
Agent acknowledges out-of-warranty status but continues troubleshooting: 'router is already out of warranty but I can help you on the phone fix this over the phone.'
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Identified symptom (nodes not discovered) and LED states, but did not verify internet on parent node or firmware version — key diagnostic gaps.
T2 Not Met Appropriate tools / resources used conf 91%
Agent asked customer to use the app but did not leverage it to view topology or node status; relied solely on verbal reports despite app access — missed tool use required for mesh diagnostics.
T3 Not Met No misinformation conf 95%
Correctly advised 5-press for WHW03, but provided materially incorrect info: referenced 'magenta' LED (not in KB; valid colors are blue, purple, white, red) and claimed 5GHz auto-disables as a 'known issue' to explain pairing failure, which is unsupported by the KB.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, unannounced mute ('I'll just put you in mute'), no initial framing, and loss of control during wait periods.
C2 Partially Met Confirmed understanding conf 90%
Used plain language at times but introduced confusion with 'magenta', random serial digits, and technical terms without confirmation of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on call throughout, attempted multiple steps, did not transfer — demonstrated ownership despite unresolved issue.
O2 Partially Met Proactive follow-through conf 89%
Set expectation to wait 6–10 minutes and suggested using an Ethernet cable, but no firm timeline or callback commitment was made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and no clear trigger (e.g., hardware fault, legal risk) warranted escalation at close.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Said 'I’ll be here' and thanked for holding, but never acknowledged customer’s frustration with repeated failed attempts or reset history.
X2 Partially Met Tone & rapport conf 89%
Maintained steady tone but failed to adapt when customer expressed confusion about node count and setup progress; repeated instructions without comprehension checks.
X3 Not Met Overall experience conf 94%
Customer repeated model/serial info; endured 3+ minutes of silence and unexplained mute; performed all actions manually with no agent-side tool use.
Call Transcript41 turns · 42 lines
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.
00:00
Speaker 1
Hey, this is Mark. Yes, sir? Gerup. I as in George, P as in Peter. I think so. Yeah, it's N A R C M A P S U G E R E P as in Peter at gmail.com.
01:00
Speaker 2
Thank you for calling links. My name is Nathan. May I know who I am speaking? Mark. Your last name, Mark? All right. Tell me, is this your first time calling us? Mark. All right. Let me create a ticket for you. Do you have an email, Mark?
01:00
Speaker 1
So we had to reset our router and we have the, well, the nodes but I'm unable to reconnect the nodes to the network. Anytime I try to connect a new device onto the network, it searches for the nodes. The nodes blink to show that it's confirmed that it found the node but it gets stuck on that screen where it says searching for nodes and it won't go past it. Okay, one second. Okay, the model number.
02:00
Speaker 2
and will not be able to discover it. And we need the model of the nodes.
02:00
Speaker 1
where is it? It is W. H. W. 03 V2. yes. let's see. it is 200 J 20M 3C A 27524. sorry one more time. um apparently in front of me, I have two. 2 three if you include the one that's connected to the that that is being used as the router. So that one's already connected.
03:00
Speaker 2
[silence] Can you give me the serial number? [silence] All right. Do you have how many of this one? Three two or one? How many HWHW3 you have? Three two or one? [silence] You don't have anything else. Just two, right? [silence] [silence] All right.
03:00
Speaker 1
No, it's EPB fiber optics. Yes. The main one is it it's like a blue a solid blue. Uh, they're both solid red. 30 seconds, okay, on both. Okay, okay, 30 seconds.
04:00
Speaker 2
what is the okay who's the Internet service provider mark is it xceleren achomotor no okay now tell me the color of the lights on the the main one green deal or blue okay. green. All right. All right. How about the two child nodes what are the color of the lights? Okay. Can you press the reset button hold it for 30 30 seconds? [silence] one at a yeah one at a time you a pencil or something hard.
04:00
Speaker 1
Okay, there's a light blue light on now. One more time. Okay.
05:00
Speaker 2
Wait until it becomes magenta or light red. Wait until it becomes solid magenta or solid light red. Something like that.
05:00
Speaker 1
It's still just blinking blue. Hey. OK sounds good. OK.
06:00
Speaker 2
Can we the color now? Red. Mark, to setup an expectation uh the router is already out of warranty but i can help you on the phone fix this over the phone. There's no limit on the phone support. However, just in case this is a hardware, i cannot replace it. Right? I can help you on the phone hardware? No. Okay. Well, hope it can recover.
06:00
Speaker 1
Okay. Yeah, the one one yeah. One of the nodes is now solid red or magenta. Other one it's still blinking. It's getting there. And in the meantime, um can you tell me how um how can I make sure that these nodes are removed from the network? Okay. Okay. Yeah. I'm using the Linksys. Okay. Yeah, both of them are solid red now. Okay. What, what yeah they're uh
07:00
Speaker 2
This one will do our best. All right, let me to call her another one, okay? Wait. Once it be factory reset, it will be disconnected. It will be removed. Did you download the Linksys app? We can see it. All right, we gonna use it later. Go to the mother node, the primary one. How far are they from the child node? They are at least three meter away within 10 minute.
07:00
Speaker 1
about they're about 3 feet away yeah so okay press and release one press per second do it 5 times okay one two three four five okay yeah Yeah I have blinks now it's a back to being solid blue or like a solid green color [ silence ] hmmmm
08:00
Speaker 2
right now I need you to press and release do not hold the reset button on the Mother node one press per second and do it five times press and release one press per second and five times go ahead good it reacts it blinks right the Mother node right
08:00
Speaker 1
yes yes okay yeah sorry one more time you said that the child nodes will react okay so it should connect automatically okay well let's wait two minutes then [silence] no they haven't nothing's happened yet
09:00
Speaker 2
All right. Deal. Look for the child node. After two minutes, those will react as well. Yeah, after two minutes. It will blink. Yes, it will blink. How was it? Did it react? Did it blink?
09:00
Speaker 1
I'm not available. Yes, I am on the links of that. Okay. Okay. So next, make sure everything has finished starting up. The light will blink while starting up and turn solid when it's ready. So it is solid. Okay. So this is usually the screen it gets stuck on. It says, looking for your child nodes. Looking.
10:00
Speaker 2
do you have an extra ethernet cable? [silence] we need one. [silence] [silence] can you open the links and that are on the upper left side of the screen? [silence] there's a three bars [silence] click the drop down menu [silence] scroll down towards the end and select set up a new product and add a note [silence] all right [silence] yeah past [silence] it's okay
10:00
Speaker 1
blinking. Blinking and it blink, yep it blinks three times as well. okay. [silence]
11:00
Speaker 2
It blinks. The child node? No. Blinking, all right, that's a good sign. If it doesn't work, we may need an Ethernet cable to connect the child to the mother. Just for the discovery. Once it's discovered, you can remove it and do wireless. This thing happens. The reason why this one is not connecting, there are times like that bigger, there are two, band [REDACTED_PAYMENT_DIGITS] and the 5G, and when they tried to discover they using the 5G. The 5G sometimes for a known reason, get disabled, that's why it's not connecting. So we try
11:00
Speaker 1
Yeah, I stay. OK, I mean it already went to the other screen. So that's a good sign. It says, now it says adding your child nodes, keep your phone in the setup area. Um I tried doing this yesterday as well and it would get to this screen, but for some reason today, it wouldn't even go past the previous screen. Um. Yeah, exactly. And now it's on the phone. Um, but yeah, one of the nodes is blinking, which is a good sign. I guess once it stops, it'll do the other one next. Okay. Based off the serial number, can you tell how many nodes it came with?
12:00
Speaker 2
the wired. but once it's connected, the 5 GD activates back. all right. that's good. it's got spook. there's a technician. it tries to behave. nah. just joking. got it. it's a waiting game. around two to three minutes each node. so around, let's give it six to 10 minutes. we'll just wait. three. you have. [silence]
12:00
Speaker 1
Okay. Gotcha. And that counts, I guess, the mother node too. Is the mother node one of the three? Gotcha. Okay.Gotcha. Okay. Yeah, cause I thought there were three aside from the mother node and I was going crazy trying to find it. But it's good to know. Okay. That's that's all I have. And there's no way to control the 5G issue. Right? Like um um
13:00
Speaker 2
5-0-9 5-2-4 and 5-7-7. Those are the last three digits of the serial number. Yes, yes, and just in case the mother gets a hardware failure, you can promote one of the child as the new mother node. It's okay.
13:00
Speaker 1
I see. Yeah, out of nowhere and, good, good, good. Yeah, Yeah, I mean it's still, it's still worked, but the Wi-Fi was very spotty, wasn't working nearly as well. Like it was still online, just not working.
14:00
Speaker 2
you have to connect it wired. Once you are connected wired, because it doesn't use the wireless, once it is connected it will automatically activate. It's a known issue on this router. This is good, it's not like it's one of the strongest and it's like a Nokia 3310. Even if you break it, it will assemble and reconnect. It may not be fancy, it will work. Reset, it will work. It will just disconnect by itself. Let's say there's a thunderstorm, this will disconnect. Everybody does. but it can recover.
14:00
Speaker 1
I think all that while so, I just did a full reset to see if that would help and at least even without the child no the connection seems stronger now. it is thunderstorm season here so maybe that is why. hummm thanks@ nicetoget you the least convivious Worst case scenario, you can always replace one with the other. [silence] It's still blinking the it's still blinking with the magenta color. [silence] One more time. Um, it's like maybe one third of the way through. Okay, no problem. Yep. Okay, no problem. Sounds good. [silence]
15:00
Speaker 2
Tell me what is the status [silence] and the app? [silence] How many percent? [silence] All right. [silence] So you still there? Okay, allow me to get some water. I'll [inaudible] Mark. I'll just, I will not put you on hold. I'll just put you in mute, okay? You'll you'll be muted.
16:00
Speaker 1
Well, it was still the same, color, but now, just different colored specks showed up. And wasn't really coming up in super, clean to me, but it was good. So,
19:00
Speaker 2
Hi Mike, I'm back. Tell me what is the core now?
19:00
Speaker 1
both of them are blinking, so I guess that's progress. Um, the progress bar is past the 50% point as well.
20:00
Speaker 2
Okay, let's wait. [silence]
20:00
Speaker 1
about 75% of the way there. The lights are still blinking. Getting there, though. Sorry. Thank you for staying on hold just in case.
22:00
Speaker 2
How was it? Yeah, it's okay. Let's wait. Okay, all right. I'll be here. Don't worry. I'll be here. [silence]
22:00
Speaker 1
Okay, the bar is fully loaded, but let's see if it'll go through here. Okay. I don't know if we have one around here, but I'm going to have to leave the house soon. So I will try again...
26:00
Speaker 2
Our childhood. Now we need an ethernet cable to connect this one. Do you have by any chance?
26:00
Speaker 1
probably tomorrow with uh ethernet cable okay for sure all right thank you alrighty thank you for staying on hold with me have a good one bye you too bye bye
27:00
Speaker 2
Yeah. You can give us a call, Mark, anytime. There is no limit on the phone, and we will help you this month. Don't worry. It's free. All right? Sorry, Mark. Sorry, Mark. We were not able to fix it, but we can fix this one, just an internet cable. It should look good. All right, then. All right, then. Have a nice day. Thank you, and have a nice day. Bye-bye.
27:00