V2 Rubric Detail — 10b03a1e-7c63-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:27
Duration
29m 50s
Contact
Kevin Lasso
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136675
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.56/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall46.1% (-9.9)

V2 Grader Summary

The agent failed to resolve the issue as the customer never confirmed internet access and was left confused by conflicting app instructions. Critical technical inaccuracies, including a hallucinated explanation about 'suspects' and 'traffic identification', constitute a material error. Troubleshooting skipped essential ISP/modem isolation steps, and the customer experience was poor due to lack of empathy and increased effort. Auto-zero is justified due to the severity of the technical inaccuracy.

V1 Case Analysis

Customer reported two WHW03 Velop nodes showing solid red. Agent performed reset and 5-press pairing on parent node, resulting in solid green lights on both nodes. Customer connected to default Wi-Fi but encountered app setup confusion. No confirmation of internet connectivity was obtained. Follow-up needed to verify mesh functionality and final SSID/password.

Troubleshooting Steps
  • Collected serial number and confirmed model (WHW03).
  • Instructed placement of child node near parent node.
  • Performed factory reset on both nodes.
  • Applied 5-press pairing method to parent node.
  • Verified LEDs changed to solid green on both nodes.
  • Guided customer to connect to default Wi-Fi using label credentials.
  • Attempted to guide customer through app setup, but encountered app reset screen.
Key Observations
  • Agent correctly applied the 5-press method on a supported model (WHW03), which is KB-compliant and technically accurate.
  • Failed to verify modem/WAN connectivity before resetting nodes, missing a critical isolation step per KB.
  • Repeatedly instructed resets without confirming outcomes, leading to looping and customer confusion.
  • Did not verify internet connectivity after setup, leaving resolution unconfirmed.
  • App setup guidance was unclear and contradictory, worsening customer confusion.
  • Long silences and misnaming customer ('Tevin') indicate poor call control.
Positive Highlights
  • Correctly identified and used the 5-press pairing method on a supported WHW03 model, which is KB-compliant per universal_5press_models.md.
  • Successfully guided the customer to achieve solid green lights on both nodes, indicating successful reset and pairing.
  • Collected essential device information: serial number, model, customer name, and email.
  • Recognized that both nodes needed to be near each other for pairing, aligning with mesh best practices.
  • Correctly instructed the customer to use the default Wi-Fi credentials from the label to connect initially.
Agent Errors / Gaps
  • Failed to perform Step 2 from velop_wifi_connectivity.md: did not test modem directly to isolate upstream issues before troubleshooting nodes.
  • Repeated reset instructions without confirming node state, causing unnecessary loops (e.g., [11:00], [14:00]).
  • Did not verify internet connectivity after node reset and pairing, leaving resolution unconfirmed.
  • Provided contradictory app guidance when customer encountered reset screen, failing to troubleshoot the actual issue.
  • Misnamed the customer as 'Tevin' at [10:00], indicating lack of focus and poor call control.
  • Allowed long silences (e.g., [04:00], [08:00], [14:00]) without explanation, reducing efficiency and clarity.
  • Did not confirm that the parent node was receiving a valid WAN connection before proceeding with mesh setup.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent stated 'you have a fully working configuration' but customer never confirmed internet connectivity and remained confused about network setup, with app later instructing factory reset.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets and 5-press but skipped WAN isolation (modem test) before concluding issue was with nodes; troubleshooting incomplete without ruling out ISP/modem.
R3 Met Correct resolution path conf 90%
5-press method is valid for WHW03 nodes; agent followed correct path without dismissing out-of-warranty status and attempted best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified solid red LEDs and distinguished parent/child nodes but failed to ask about recent outages, modem status, or WAN cable — missing key diagnostic questions per velop_wifi_connectivity.md Step 2.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used correct procedures (5-press, reset) but omitted required diagnostic tool: testing internet directly at the modem, which is mandatory per universal_isp_modem_diagnostics.md before router troubleshooting.
T3 Not Met No misinformation conf 95%
Agent stated 'we use these devices to help identify additional traffic... identify other suspects with use of electronics and device' — a materially incorrect, hallucinated explanation not supported by any KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided interaction but lost control during long silences and delivered off-topic script about 'suspects' and 'traffic identification', disrupting call flow.
C2 Partially Met Confirmed understanding conf 75%
Agent gave step-by-step instructions but did not adapt to customer’s confusion about app screens or password entry; no comprehension checks during critical steps like Wi-Fi setup.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on call, performed reset and setup steps, did not transfer customer, and attempted to see issue through to resolution despite complications.
O2 Not Met Proactive follow-through conf 80%
No clear next steps or timeline provided; agent did not inform customer what to do if app fails or internet still doesn’t work, leaving customer stranded.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer’s frustration ('darn it', 'this is getting weird'), offered no empathy, and maintained a detached, procedural tone throughout.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust pace or tone despite customer’s visible confusion and repeated app errors; continued with technical flow without reassurance or simplification.
X3 Not Met Overall experience conf 80%
Customer had to restart app multiple times, re-enter passwords, and navigate conflicting instructions (e.g., app telling them to factory reset after agent said not to), increasing effort unnecessarily.
Call Transcript52 turns · 56 lines
Speaker 1
I don't know. I don't know. So? What? Oh, yeah. It'll be like a few minutes. Oh. Yeah, I'm just having issues connecting. It said call us, so I'm calling you. Hello? Can you hear me? Okay, good. Good. Yeah, the the the envelope or whatever it's called, the the two uh nodes. Yeah, it's um, it's not, it's not connecting for some reason.
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. Thank you for calling Linksys. This is Izz. How can I help you? Yes. Hello. So uh, you had you had problem with your Linksys router? I
00:00
Speaker 1
it just keeps saying, oops, and then when I go to front. Go on. uh, they're red. they're red. Solid red. Yeah, it is. Okay. The name or the, where do I find this up? Okay, there it is. there.
01:00
Speaker 2
Ar- Are they able? mm-hmm. Go on. First, what does your two nodes color, or the light color? Solid or blinking red? Mm-hmm. All right. Can you provide me, sir, the serial number of your Linksys? Product serial number. Look at the bottom of your node. There is a product label sticker.
01:00
Speaker 1
it is. Yeah, I got to hold on. I got a I got a zoom it. My eyes are bad. getting old. Okay. Hold on. There we go. Okay, it's 20- J-2-0-M3-B9-2-6-2-3-6. Yep Yep. Yeah. That's it. That's correct. Uh, two. Oh, sorry, one, just the two nodes. The rest is um, um, Rogers, Exfinity. There's just uh, just the two nodes. Yes. One is plugged Into Into the modem.
02:00
Speaker 2
9 to 6 to 3 6. That's correct? All right. And how many Linksys products you have, sir? Two. So how many is your link just product? All right, two W H W 0 3 models, right? Okay. So one of the nodes Linksys product is connected to your internet provider, correct? Yes. Oh, thank you.
03:00
Speaker 1
I haven't gone downstairs to see if the other one downstairs is solid red yet, but it was before I'll go there. Oh, it should be disconnected. It's solid, it's solid red. It's solid red, but I should, I should unplug it. Hello? Yes, yes. [silence]
04:00
Speaker 2
Sure. Which is [silence] no needs, there because stems the main node the one that's connected to your modem is showing a solid red automatically the child node the one that is wirelessly connected will also will also be disconnected. And it should also be showing a solid red light. Yes. Because it relies on your modem. Hold on, sir. [silence] We have confirmed that your parent node or the main node that is connected to your modem is showing a solid red light. Correct? [silence]
04:00
Speaker 1
Just, yeah, go there. I'll bring it upstairs, okay. Okay. Yeah. Okay. Yeah. [silence] Yeah. [silence] Yeah. Okay. [silence]
05:00
Speaker 2
As I've mentioned, automatically your child node will also be disconnected. Uh, so, yeah. So, uh, I need you to bring your child node to your parent node, uh, so that we can... Yeah. [silence]
05:00
Speaker 1
And it just has to be somewhere somewhat close. That right? Like how can it be within like six feet? No, two feet. I don't know if I let's see if the cable is long enough. Barely, but it is, yeah. Okay. Now I just concentrate on. No, there it is. Off. Okay. Okay. It's plugged in.
06:00
Speaker 2
Yeah, you need to place it beside your parent node, at least two feet. Yeah.
06:00
Speaker 1
Kevin Lasso. yeah, L-A-S-S-O. Sam Sam like a lasso, like you're a cowboy. you got it
07:00
Speaker 2
let's just wait for its light to stop like while waiting uh... i got a first your information may i have your name sir? kevin and your last name so how spell your name separately um kevin k for kite e for echo v for victor i for ink n for nancy and your last name last all for l 4 london a for apple s for sam o for oscar. that correct? las so two s yes also las so alright. thanks you
07:00
Speaker 1
Oh, my uh my other note has gone green. It went from red to green. It's green to the parent node. You know what? I got to get an extension cord because it's going to fall. Uh if you could just hold on one second. I got to go downstairs. Let's see what I can find up here.
08:00
Speaker 2
May I know what's your email address Kevin. So you. So when you bring it near your parent node it back. It's back online and connected to your parent node. So I think. Sure. Sure.
08:00
Speaker 1
[silence] Okay, you still there? [silence] Hello? Yeah, yeah, it's all plugged oh, now it's red, it's now blinking red. [silence] That's right, yeah, the child node. [silence]
09:00
Speaker 2
Yes, sir. Kevin. Okay. Uh. The one that's blinking red. It's your child node, the wireless. Uh. And your parent node, the one that's constantly blinking, is the [silence] wired node. Uh, these have been activated, uh, very efficient. Uh, we use, we use these devices to help identify additional traffic. Uh, these can receive clear audio streams, uh, and can become very useful in identifying other suspects with [silence] the use of electronics and device.
09:00
Speaker 1
Yes, correct. is that holding down the red button at the bottom uh kevin lasso@yahoo.com. Yes. Rogers. Yes, yes, I am.
10:00
Speaker 2
connected to your modem is still showing a solid red light. Correct? So we may have to do a reset and reconfighuration on both of your child nodes. Is that alright with you Tevin? Yes, but hold on. Before we proceed on that, let's continue to gather your information. I didn't get your email address. [ Evelyn_ Lasso@telo.com. Thank you. And who's your Internet service provider, Devin? Rogers. Are you from Canada, calling from Canada?
10:00
Speaker 1
[KEEP_UNCERTAIN] Where am I calling right now? Where are you, where are you right now? The Philippines, oh nice. Yeah, I- I did that. I- I did the both, I did the sorry, I- did them both already. I, yeah, I held, I held them both for- seconds. And now they're, they're both, uh, yeah, they're both right now like a dark black, or a dark blue, but they're kind of throbbing. Yeah. Yeah. The like- I did, I did, yeah, that's what I did, I waited, you
11:00
Speaker 2
All right. Okay. I'm from Philippines. Yeah. Yes. All right. Let's do a reset on both of your nodes. Let's start first with your No. You already did a reset. So when you did a reset, um and you wait for its light to turned off. Yes, because um resetting your nodes, Kevin, you have to press and hold it and you have to wait until its light goes off before you can let go of. Um
11:00
Speaker 1
they're they're solid dark blue right now but they're probably changing. Purple. Yeah, that's that's what it was. It was solid purple. Yeah, yeah. and see if I can find the man, okay.
12:00
Speaker 2
Okay, that's good. Okay, that's good. So right now, they're both blinking, uh, blue lights. Okay. All right, so when we we, uh, set a node, usually they should turn solid purple or solid pink depending on the So it's so confirm that they are really properly reset, just check at the bottom of your nodes, look at the product label sticker, whether a default wifi name on each node. Okay. And then go to your phone settings, on, uh, your wifi, yeah, check on the list of available network if the wifi name of your
12:00
Speaker 1
It shows up there. Okay. Okay, let me take a look. Let me see here. Yeah, they're both there. They're now, they're now both, they're both solid red. Okay, go ahead. So now in the app, add an existing router. Okay. But isn't my routers... Okay, go ahead.
13:00
Speaker 2
two nodes are being broadcast. All right. So if they're on the list, then it means they're properly reset. OK, that's good. So they're properly reset. So what we need to do is to set them up. We're going to use the uh, First, no, no, we have reset your nodes. So it will not be an existing router because we have reset them. You said that they're now
13:00
Speaker 1
Yep. Yep, there's Solid Red. So I set up a new router. Okay, so. Yep. They're still being broadcast. Yep. They're both there. Okay. Okay. Cool.
14:00
Speaker 2
You said that they're showing a solid purple and now they turned solid red. Okay, can you turn, hold on, Kevin, we have to confirm first if your two nodes are properly reset. Since they change color, we have to confirm. Uh, can you turn off your wifi on your phone? And then once you turn it off, turn it back on. And then check again if the two wifi names of your two child nodes are still being broadcasted. So, okay, Kevin, we're going to set up your two nodes using the five press method. Uh, we're not gonna use the app. So, you just need to press.
14:00
Speaker 1
Okay. Just once? Oh, 5 times? Okay, I did that. It went orange, it's flashing orange. Okay. Okay. Should I do it to the child mode 2? Should I do it to the ... Oh, no, okay. Okay. It hasn't yet, but it's it's still uh throbbing orange. [silence]
15:00
Speaker 2
the reset button on the parent node five times five times within five seconds all right so okay so let's just wait uh let's wait let's wait for it to slide to turn solid blue or green and you should also check on your child node because once your parent node turns solid blue no no uh the no uh the five press method only works on the parent node so i just want you to check on your child node slide because it should start blinking too
15:00
Speaker 1
Okay. All right, it's still... There it is, it's green. Oh, I'm just plugging them in now. Now the, the red is, the red is flashing. Yeah, it's solid green. Yeah, it's solid green. And now the red one is flashing. Okay.
16:00
Speaker 2
Okay. So let's just wait once your parent node slide turns solid blue or green, your child node that should also start to turn. blink. By the way, why did your node got disconnected? Was it was there an internet service interruption? Yeah. Right, that's good. Oh, your parent node turned solid green. The light on it turns. Okay, that's good. It means. It means it was successfully configured. All right, that's good. It means that your parent node detected your child node, so
16:00
Speaker 1
Yeah. Okay. Okay. Okay. Is the that would be the... Let me just find out which one is the... Yeah. Okay. Why do I have to pick such a hard password? No, I'm just, I'm just talk. I'm sometimes they'll have it like a name, but this one's just letters and numbers. So it's not.
17:00
Speaker 2
hopefully your child node will also turn solid green. Your parent node is now connected and online. You can connect on your phone, connect to the default Wi-Fi name of your parent node. And then type them. Yeah, check your parent node's default Wi-Fi name and also the default Wi-Fi password of your parent node. So connect to that and then try to open a website, you know, YouTube or Facebook, any site just to confirm that you have access on your internet because we reset your node, so it reverts back to its default Wi-Fi settings. Yeah, it's for
17:00
Speaker 1
okay I got the password let's see if I can make I'll try to connect to there okay just a second copy um
18:00
Speaker 2
Security purpose, password should be case sensitive, but you can edit that. Since you have the app, you can edit that. [silence] So connect to your parents, no, Wi-Fi name type in the parent no's, Wi-Fi password and then open a Web browser.
18:00
Speaker 1
Okay. So I'm joining, enter the password to join. Unable to join the network for why. Enter the password, you can also access this by from unable. Darn it. What am I doing wrong?
19:00
Speaker 2
Check if the WiFi name is your parent node's default and check if the Wi-Fi password of your parent node is typed correctly.
19:00
Speaker 1
See if I can that should be so easy, Okay, Let's see if that's right, SPV five. That's why. All right. I don't know if it's killing the Okay. Killing. Your. Your. and uh g okay copy it had the wrong password there we go that should do it i tried taking a picture and copying and pasting but it was a little blurry so it didn't catch the uh i had put it as a letter instead of a number okay so now so now it's connected they both went green now yeah and uh it did and uh oh i see yeah and uh it did you try one of these two here
20:00
Speaker 2
Mhm. I see. So. Okay, that's good. So your child node is now configured also successfully. It's added to your parent node as it's child node. So you can go ahead and check in case your. Data flow looks good now. Also right here. You. Can try to get the result and also you can. Check the change. Time to see if any of these delays are properly shown out. All right. So you have. A fully working configuration.
21:00
Speaker 1
Okay, but that's, but those nodes are, are, so they're their own network? Don't I want them to be the network of my internet? Hello? Yeah. Yeah? that's what I want. Yeah, that's what I want. So how would I do that? [silence] Okay. Not an existing one, right? Yeah, that's what I've done. Yeah. That's what I did. Okay, just a second. I'm actually going to back. I can I backhaul the basement node?
22:00
Speaker 2
and then click on manage your Wi-Fi. Yeah, existing. Click on manage your Wi-Fi because we have already set up your. So, it's already existing. It's already an existing. Select the Wi-Fi name of your parent node.
23:00
Speaker 1
[silence] [u] are you there? Look. Yeah. It's uh, so when it says, what are you setting up, it's it's frozen though. [silence] Hold on, I'm going to have to restart. So loading these setup experience here. I agree. Okay, it's connected. Next. No light is solid. Yes.
24:00
Speaker 2
yes, hello Kevin so your app is not uh um loading
24:00
Speaker 1
So, it says pick something memorable and secure. Wi-Fi name. I already have one. Hello? Oh, it said you must enter something to continue. Wi-Fi name and Wi-Fi password. Okay, so do the one... Okay.
25:00
Speaker 2
Then, uh, uh, just proceed next, because, uh, it will show you the Wi-Fi name of your parent node. Alright, enter the Wi-Fi name of your parent node. May I know if it's asking for a Wi-Fi, uh, name or password or Okay, then you can just create your Wi-Fi name, uh, something that you customize so that you.
25:00
Speaker 1
And that won't make it to the same. Okay. That won't make it both the same with it. linking to your account. Oh, it's creating a line. No, it not.
26:00
Speaker 2
you can edit your Wi-Fi name you will not be using the default Wi-Fi name. Pardon? Um since no um once you create a Wi-Fi name the Wi-Fi name that you're creating it will change to the one you create. So you will no longer have to type in the default Wi-Fi name of your parent node once you customize your Wi-Fi name. You can actually skip that part because there's a you can skip that there's a skip button for that.
26:00
Speaker 1
_configuring your Wi-Fi network here we go this could take a minute_ It says reset, oh no, uh, it says follow, these steps to allow access, tap the button below, the settings, turn on the toggle switch next to local network, return to the linksys app, okay, that's on, so then, I got to go to the app. Now it says reset your node, press and hold the reset button. That's what it's telling me to do. That's what it's telling me to do. It says reset your node, press and hold the reset button for 10 seconds, this will erase all settings permanently. This is getting weird. [silence] That's what it says reset node. Press and hold the reset button. Oh, it says device. Oh, it says device. [silence] That's what it's telling me to do. That's what it's telling me to do.
27:00
Speaker 2
No No you don't have to reset your notes. Why are you in that page? Uh you should not be on that page because since you're configuring your settings, so you should be on the setup page. [silence]
28:00
Speaker 1
Okay, let me start over. Let me start over here. Ready to complete setup, it says. Complete setup. Connect your router to your modem or your source of internet. It's connected. Next, make sure everything is finished. To start up, no light is solid. Let's see. Yeah. Checking internet.
29:00
Speaker 2
Welcome to your finished plan of your configuration. Yeah, complete setup because you've already created your WiFi name.
29:00