V2 Rubric Detail — 0d62ae28-75fb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 09:47
Duration
20m 29s
Contact
James Martin Hutchinson
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135614
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.38/5
Communication5.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall79.7% (+23.7)

V2 Grader Summary

The agent correctly used the 5-press pairing method for the WHW03 V2 and restored one child node, but the second node remained non-functional due to a failed power unit. Troubleshooting was logical yet incomplete — key steps like WAN verification and admin dashboard checks were skipped per KB. While the agent appropriately directed the customer to their ISP for hardware replacement and demonstrated strong ownership and technical accuracy, the lack of concrete follow-up timelines and incomplete customer experience elements resulted in a partial resolution.

V1 Case Analysis

Customer (WHW03 V2) reported two child nodes offline—one flashing red, one with failed power unit. Performed resets and 5-press pairing; one node briefly stabilized. Advised customer to contact ISP (GigaClear) for replacement power unit.

Troubleshooting Steps
  • Collected model (WHW03 V2) and serial numbers.
  • Instructed reset of child nodes (hold reset until LED turns solid blue).
  • Guided through 5-press pairing method on the parent node.
  • Advised checking power source (wall outlet vs power strip).
Key Observations
  • Agent did not verify parent node's WAN/internet status before troubleshooting child nodes, which is a protocol gap.
  • LED color description was occasionally inaccurate (e.g., 'solid green' instead of 'solid blue/white'), but did not materially mislead the customer.
  • Troubleshooting flow was inefficient, with repeated resets and unclear validation steps.
  • 5-press pairing method was correctly applied for WHW03 V2 (per universal_5press_models.md).
Positive Highlights
  • Collected essential device information (model, serial, customer name, email) early in the call.
  • Correctly applied the 5-press pairing method, which is appropriate for WHW03 V2 (per universal_5press_models.md).
  • Asked about power source and suggested using a wall outlet, which is valid troubleshooting per KB guidance.
  • Listened to customer feedback and adjusted approach when one node briefly stabilized.
Agent Errors / Gaps
  • Did not confirm internet connectivity on the parent node before addressing child nodes, violating standard isolation protocol.
  • Misidentified LED colors (e.g., 'solid green' at [10:00]), though this did not lead to incorrect technical guidance.
  • Provided vague reset instructions (e.g., 'press and hold until the light turns off and turns solidly'), which could have been clearer per velop_factory_reset.md.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 98%
One child node restored to solid blue and working; second child node remained non-functional due to failed power unit.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent performed reset and 5-press pairing, checked power source, but did not verify WAN connection, signal strength, or attempt wired backhaul as per KB guidance.
R3 Met Correct resolution path conf 96%
Agent correctly applied 5-press method for WHW03 V2 and advised contacting ISP for hardware replacement — appropriate path for ISP-provisioned equipment.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified flashing red LED, attempted reset, used 5-press method, checked power source — logical sequence aligned with symptom progression.
T2 Partially Met Appropriate tools / resources used conf 93%
5-press is valid for WHW03 V2, but agent did not use admin dashboard (http://192.168.1.1) to confirm node status or signal strength — a tool clearly required per KB but skipped.
T3 Met No misinformation conf 95%
All instructions (reset duration, 5-press method, LED meanings) were factually correct per velop_child_node_setup.md and universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 94%
Agent opened with verification, guided the call through each step, and kept the conversation on track despite customer digressions.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated instructions when needed, and avoided technical jargon — adapted to customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from contact to close, did not transfer, and followed through on troubleshooting until partial success.
O2 Partially Met Proactive follow-through conf 89%
Agent advised contacting ISP for replacement but did not set concrete timeline or confirm contact method — incomplete next-step setting.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate; identified hardware failure and advised customer to contact ISP as required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered apologies but did not explicitly acknowledge customer’s frustration or repeated effort after holiday.
X2 Met Tone & rapport conf 92%
Agent matched customer’s pace, repeated steps when confused, and kept engagement throughout.
X3 Partially Met Overall experience conf 90%
Customer repeated reset and 5-press steps multiple times; agent could have streamlined with dashboard check or alternative method earlier.
Call Transcript32 turns · 37 lines
Speaker 1
yes hello um we have a link this uh with giga clear with with you and we've we've um uh got trouble just connecting um the the internet we we're fine with the with the um the first parent node but the two child nodes used to work but we've come back from holiday and they don't work anymore we can't reconnect them tried our best
00:00
Speaker 2
to Linksys support to assure quality service, your call may be monitored. Please remain on the line for assistance. Hello. Linksys support. Mike Trouble, could I help you? Okay. All right. No worries. I'm doing troubleshooting uh to this uh issue, but just to verify uh the main concern is that you're having trouble reconnecting the child nodes?
00:00
Speaker 1
That's right. That's right. Okay. Okay. So um uh so the um um um Wi-Fi name, password, recovery key um hang on Linksys. Okay, serial number. Okay, I'm one of the child modes. Are you child mode or the parent mode? The the the parent mode or the child mode? Okay, serial number is uh so I have a Linksys W, it's a it's a model number is W H W zero three V2.
01:00
Speaker 2
Back to the network. Correct? Okay. Okay. Let me identify your device. Please look underneath one of the child nodes and tell me what's the serial number and the model. Child node. Child node first, sir. What do you have now?
01:00
Speaker 1
three three B two zero am for mother, five three C for Charlie, zero zero six five five. Three. I think we do, but let me just have a they I mean I'm sure they are the same model, there are yes, they are, they're all the same model. Yep, yep, yep. We've had them about we've been gigaclear number of years, but these these nodes about a year or so.
02:00
Speaker 2
Okay, um, and about the serial number? Okay, and how many do you have in - um total? Okay. Do you have the same model for all of the nodes? Do they have the same model? Okay. How long did you get uh, did you have this device?
02:00
Speaker 1
No, we got them from GigaClear, our service provider. We hire, we hire them from GigaClear. So, um... Yes, they did. Yes, correct. Yes, it's James Martin Hutchinson. James. Yep. Hutchinson, H-U-T-C-H-I-N-S-O-N. I-N S, O, N. That's right.
03:00
Speaker 2
So you just got them from from Amazon? Okay, so theory clear provided you this model. Okay, so the parent node is just the same model with the child nods?,. Okay. Can you provide me your full name and email address for documentation purposes? Okay, your first name is James and then Martin and your last James Martin and [silence] [email protected].
03:00
Speaker 1
So that's J and J Hutchinson. Yeah Hutchinson at aol.com. Right, okay, I'm saying. I've got a photograph of that. Correct. Yes, I am. It is yep. that parent node is working. It's fine. solid blue. [silence]
04:00
Speaker 2
Okay. Okay. Can and you're calling from UK right? Okay. All right let's log in the kit of the parent nodes here. Is it solid blue? Since you mentioned it's working. Okay.
04:00
Speaker 1
So, one of the child nodes is flashing red at the moment. It was solid red, but it's now flashing red. The other child node, the power unit has failed. When we came back from holiday, the power unit was broken. And so, for whatever reason, it's not, it's dead. The other child node is a dead node. We we we had to plug in one of the, one of the power units from another node to make it work. But it, I don't know what happened. I won't go on holiday. It just the the
05:00
Speaker 2
Yeah, about the cell nodes there, what's their light indicator? [silence] So how many nodes are you gonna. Okay, how many.
05:00
Speaker 1
So there's only, there's only the, today there's only two, so the parent node, which is already connected and one child mode, which is not connected. And that's the number, that's the, that's the, which is a serial number I've given you. That's right. The second one is, is blue, yeah. The parent's blue. brilliant okay.
06:00
Speaker 2
do first one. is all of red and the second one as well. correct? okay. so what we're going to do, we're going to reset the child node so that it's ready for setup. all right. to reset the node, do not reset the parent node, this is soldierly or red jeans, the child notes. again, what's the light indicator for the child note? what's the light indicator for the child nodes, sir?
06:00
Speaker 1
it's, it's, it's flashing red. Yeah. So just press the reset button underneath. Okay, I'll do that. Okay, it's now blue. solid blue at the moment, which is good, but I didn't, I've tried this before and it takes a minutes or so and it goes red again. So, um.
07:00
Speaker 2
Okay, so there's two of them that's flashing red, correct? Okay, you reset them. Press and hold until the light turns off and turns solidly. Yeah. [silence]
07:00
Speaker 1
Right, it's now flashing red. Yes, I did. You know I did that and it's turned solid blue and then it's then it's now it's flashing red again. You know. All right, well I'll do it again. All right, so I'll just I'll just press the reset button now. All right, light's gone off. I'll keep the reset button pressed until it goes blue. Okay, it's gone blue now so I'll let the reset button go. Okay, it's Flicking Blue now. Which is which one? three, six, six, seven, seven, yeah, okay. Um, so on the parent, it's still, uh, solid green, on the, on the on the child, it is now just turned red. And it's solid red. Sorry, sorry, say again, the, what, what, what? Uh, the, the, the distance, um, they're next to each other. They're, they're, they're, uh, right next to each other. Um, the, the char, one child notes solid red, the parent node solid green.
08:00
Speaker 2
What color are the rewards nodes? How far are the cells? cell nodes from the parent nodes? What's the distance? What is the distance of parent node and cell node? OK. Now, now the the cells, uh the cell nodes are both solid red, right? How?
10:00
Speaker 1
5 times with right. OK, we'll do that. Within five seconds, press and release one, press and release two, press and release three, press and release four, press and release five. OK, done that. Right, parent node is now flashing orange.
11:00
Speaker 2
Okay, well if that's the case, let's try to add the node using the the five press uh method. What you need to do is press the reset button of the parent node five times within five seconds. On the node that is solid blue, again sir, on the node that is solid blue, press the reset button. Five times. So press and release one, press and release two, press and release three, press and release four, press and release five. So not too fast, not too slow.
11:00
Speaker 1
Okay, the parent node is solid green. Child node is now flashing red. still flashing red. Solid green or solid blue, it's all green here. Hmm, no change here. Yet. [silence] One minute.
12:00
Speaker 2
It was select in a cage. child node? okay about the a parent node. okay
13:00
Speaker 1
I don't think there's no change. It's still flashing red. uhm yeah I can I can do that so you want me to ugh okay? they're connected to bed? they're they're just connected to um in turn for power outlets. um so one of them is into friends they both into a strip. uh no they're they're wrong actually sorry, the parent note is connected directly into the wall. The child note is correct connected into a strip.
14:00
Speaker 2
Out-outlet or on a power strip? No, no, no, no, no, I'm just asking, where is it connected? Is it a strip or a wall outlet?
15:00
Speaker 1
would you like me to connect the child node into a wall outlet? is that better? Okay. uh... sorry, i didn't I missed that one. sorry, apologies. yeah, of course, yeah. ooh! Ooh! hang on a moment. The... it's the child node has just turned just turned solid blue. Hold on, that's not happened before. can you just just look at your own Wi-Fi connections a moment? Oh, no, it hasn't. It's just gone red again. Damn it. uh, sorry about that. No, it's just turned solid red.
16:00
Speaker 2
No, let's just give it um three minutes max. Um while waiting, can you please secure an extra Ethernet cable? Just observe the light indicator for now. [silence]
16:00
Speaker 1
shame oh no no hang on it's gone it's gone blue again child now it's gone blue still solid blue you've got any other connections Sheridan yeah well it's it's I don't know what you've done it some something's worked you I don't know whether we've got connection but it's it's the child mode is solid blue which is right let's just see yeah I can just someone anything just website um bear with me half second let me just see if I've got the two nodes working hold on just hope that this is in there just um let's go on linux or go on that one have you got your links oh you'll see it um I got I got it
17:00
Speaker 2
Okay, so if they're solid blue, it would mean that they're already working. Can you please confirm by connecting to the Wi-Fi and checking router settings or random websites? [silence] [silence] [silence]
18:00
Speaker 1
Hello, is all there? Uh, yes, yes, I can, the child no to... It's working, yeah. Brilliant, well thank you very much. Now the the the other the other child no, though, the it's it's where the the
19:00
Speaker 2
Yes. We're able to connect to the Wi-Fi and check if it can go online. Okay. Well, if that's okay. Yes, go ahead. Sorry. Okay. All right. You can go ahead and relocate the node now. Okay.
19:00
Speaker 1
The, um, the, um, the power has failed. Um, I guess, shall, I contact Gigaclear, who are my, um, your service provider for, um, for a new, um, a new, yeah. Yeah. Well, thank you very much. That is working. Um, sorry. Thank you very much. Thank you. Thank you goodbye. Bye
20:00
Speaker 2
Yes, yes to provide you that on, yes. Okay, you're welcome. Thank you for your time as well. Just give us a call back if you have any concerns. All right. You're welcome, bye. Bye.
20:00