V2 Rubric Detail — 27e62d64-75b1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 00:58
Duration
17m 33s
Contact
Armando Cisneros
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135587
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Unable to add child node.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall73.6% (+7.6)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through a factory reset and 5-press pairing method, resulting in a solid blue-green LED and confirmed functionality. However, the agent provided materially incorrect technical information by referring to a non-existent 'pink' LED state, which contradicts the official KB. Despite strong ownership and resolution, this inaccuracy undermines technical credibility.

V1 Case Analysis

WHW03 child node not joining; performed factory reset and 5-press pairing. Node showed solid blue-green and was renamed via Smart Wi-Fi. Final connectivity not confirmed.

Troubleshooting Steps
  • Verified parent node status (solid blue).
  • Instructed factory reset of child node.
  • Performed 5-press pairing on parent node (correct procedure for WHW03).
  • Confirmed child node LED changed to solid blue-green.
  • Guided rename of node via Smart Wi-Fi interface.
Key Observations
  • Agent used incorrect LED color terminology ('pink', 'bluish green') which are not defined in the KB for WHW03 (valid colors: solid blue, solid purple, solid red).
  • Agent correctly applied the 5-press pairing method for WHW03 nodes, which is KB-compliant.
  • Agent guided the customer through the correct Smart Wi-Fi interface (http://192.168.1.1) for node management.
  • Agent did not explicitly confirm final connectivity or performance after node relocation.
Positive Highlights
  • Correctly identified and used the 5-press pairing method for WHW03 mesh system, which is the proper procedure per universal_5press_models.md.
  • Successfully guided the customer through the factory reset process on the child node.
  • Provided accurate steps to access and use the Smart Wi-Fi web interface (http://192.168.1.1) for renaming the node.
Agent Errors / Gaps
  • Incorrect LED color interpretation: 'pink' and 'bluish green' are not valid states in the KB for WHW03. The KB defines solid blue (online), solid purple (ready for setup), solid red (error), etc.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer states 'Great. Got this. Thank you so much. I think I'm ready.' and agent confirms solid blue-green LED indicating node is online.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through factory reset, 5-press pairing, and monitored LED changes — logical, sequential troubleshooting appropriate for node pairing.
R3 Met Correct resolution path conf 95%
Correctly applied 5-press method for WHW03 per KB; no warranty/OOW barriers used to stop troubleshooting; full best-effort attempt made.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Identified symptom (child node not connecting) and model, but did not ask about WAN status, signal interference, or prior history — missed root cause exploration beyond pairing.
T2 Met Appropriate tools / resources used conf 95%
Used LED status and physical reset/5-press appropriately; no remote tools needed as issue was pairing-specific and resolvable via on-device actions.
T3 Not Met No misinformation conf 97%
Agent repeatedly referred to 'pink' or 'pinkish red' LED states; per KB (led_intelligent_mesh_consumer.md), setup/pairing color is purple — pink is not a valid LED state for WHW03.
Communication
C1 Partially Met Clear & professional language conf 92%
Call stayed on track and reached resolution, but agent used filler words ('uh', 'um'), gave unclear transitions, and did not set initial expectations or structure.
C2 Partially Met Confirmed understanding conf 89%
Spoke in plain language but used inaccurate color terms ('pink') and did not confirm understanding after key steps; customer repeated observations suggesting possible confusion.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, performed all steps without transfer, and confirmed successful outcome before closing.
O2 Met Proactive follow-through conf 94%
Provided clear next steps: reset child node, perform 5-press on parent, wait for solid blue-green, then relocate. Confirmed readiness with customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Polite and courteous, but did not acknowledge customer effort or frustration; empathy was generic ('no worries') rather than personalized.
X2 Partially Met Tone & rapport conf 87%
Maintained steady pace but did not adjust for customer’s apparent uncertainty (e.g., repeated 'still solid pink' observations); missed opportunities to check comprehension.
X3 Partially Met Overall experience conf 86%
Required customer to repeat reset and 5-press steps; ambiguous wait times ('give it time') increased effort, though overall process was necessary.
Call Transcript31 turns · 33 lines
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 1 now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly. Silence. Hi thank you for calling links this my name is raquel and how can i assist you today
00:00
Speaker 1
Yeah. The, yeah, the main parent node is solid, that uh the bluish green color snow or my other child note is just this one. Oh yeah, it's right next to it.
02:00
Speaker 2
I see, blinking pink means it's just trying to connect. And, by the way, when you try to add it, is it near to the main parent node? And when you, this one that you're trying to add, is it plug in within five feet away from the main parent node? Right? Uh-huh.Mhm.
02:00
Speaker 1
I don't see the model number. Oh, I see it. I was looking for the bottom. It's WhW03. Sure. 512, 797, 10, 35. Yes. Yes.
03:00
Speaker 2
All right. Thank you. And the model number is showing at the bottom. It's usually, it's on the top of MAC address, serial number printed in smaller text. Okay? Okay. All right. So you have the Wi-Fi 5 nodes and, um, may have your phone number so that I can pull up your record here. All right. Thank you. I was able to pull up your record using your phone number, and I'm speaking to Armando Cisneros, right? And your email is counted. uh Urgent, uh, Ur. Uh well.com. uh-huh, yeah, I you just too I so much. Um, it'll be it this that s thinking of of pink uh lite. You try to at using the Link sys app, uh-huh, getting. Um, how about this one? Uh, uh, uh, we're going to per per oh, Tess Chesker, the child note instead for the, uh, reset process. And, um, by the by the wa, um, way, uh, um, wa, uh, uh, um, Amanda, if in the event that this note, we deamed ineffective. Since it's already out of, uh, our on, uh, uh, based on our system, and, uh, uh, it's longer illigible for any replacementOkay.A, uh, so four, uh, uh, uh, reset process, uh, uh, you're always to press and old its reset button. And while you're pressing it observe the light on up. It will uh show a blinking red. The light will go off. And once it shows a blue light, uh.
03:00
Speaker 1
Okay. A solid blue or a blinking blue? Okay. Okay. Okay. I'm holding it down. No, right. It's, it's off. Here, it's, right. I see a faint, faint a blue, but it is blue. Okay.
05:00
Speaker 2
We release the reset button. Keep pressing until the light goes off. When it shows blue, release. Yes. Just Bluetooth, once the thing shows Bluetooth light, release the reset, All's well. Okay. Alright wait, how's the light? Okay with game for backlight. That's okay, you mean, I like reset. And next, let's give it 1-2 minutes, we'll wait for a
05:00
Speaker 1
Okay. Yes, ma'am. It's still a solid color.
06:00
Speaker 2
a solid pink again or a solid purple on this child node. [silence] And just to verify, you have a total of four nodes, right? All right. Thank you. [silence] And is it flashing blue still on the?
06:00
Speaker 1
It changed to a red or pinkish color. [silence] Okay.
07:00
Speaker 2
Okay. Alright, it's ready to add. So we're going to use the five press method on adding it. Five press will be on your main parent node. You're going to click the reset on the main parent node five times. Do not press and hold, just click it five times. Reset button on the main node.
07:00
Speaker 1
All right..OK. It's still solid pink. The apparent note is switched back to that bluish green. OK.
08:00
Speaker 2
Okay, and after five press, light on the main node will show a flashing light, flashing blue or white, and then we will observe the child node's light. If it's responding to the five press, it will show a flashing pink light. Is child node flashing now? Or it just stays solid, steady? Let's give the child node 30 seconds. It might blink, so just give it time.
08:00
Speaker 1
No, Maime, it's still that pinkish red, pinkish color. No, it's a solid color. Okay. [silence]
09:00
Speaker 2
any changes on the child nodes light? [silence] and steady not flashing right? [silence] all right, so we'll do it again five press on the main parent node. [silence] and then after five press, [silence] main node will flash its light and it should go back to solid blue.
09:00
Speaker 1
okay the parent node Ok, the child node has now has now remains Remains Remains remains Remains
10:00
Speaker 2
Okay. Okay. Okay. It flashing pink. Alright, so it responded to the fiber, so we'll give it two to three minutes from flashing pink to flashing red and we'll wait for a steady solid blue green. [silence]
10:00
Speaker 1
[silence] [silence] [silence] I see a bluish color behind it, but it's still basically not that pinkish color.
11:00
Speaker 2
Okay, no worries. Still on the process of adding. Okay. Uh huh. All right, no problem. It's still on boarding process.
11:00
Speaker 1
Okay. Okay. Now I have that blueish screen there on the parent node and. No, ma'am. Now it is a solid wet. I take that back. It just flashed.
12:00
Speaker 2
the cysts sunlight so I'll still give it two to three minutes in that child note is it flashing still no problem it's still thinking you'll be back to solid green blue so still have a minute more
12:00
Speaker 1
It's back to the blue green spot and it's still blinking, but it's staying blue green. Okay. [ silence] It's back
13:00
Speaker 2
Okay, we'll give it 30 seconds more, since it's been three minutes and now it's gone to solid blue-green. So, we'll give it 30 seconds and make sure it stays on that color light. All right.
13:00
Speaker 1
It's holding. Stay in the same. Uh-huh, yes ma'am. How do how do I change it's name on on my internet system. [silence]
14:00
Speaker 2
And is it solid, uh-huh, no change, yes. It stays blue, green, uh-huh. Right, uh-huh. Right now it stays solid blue, green light, right. Okay. Uh, all right, that's great. So, it means that it's connected and online. You may now unplug it from there and move it to its designated spot in your house. [silence] And after plugging it, uh-huh. Uh-huh. Okay. Uh, all right, so for this one, uh, it will copy the same Wi-Fi name with the rest of your nodes, uh, behave [silence]. uh, light complete, pass. Uh, just pass it again. [silence].
14:00
Speaker 1
I have the web browser up to the smartwify page. Okay. I'm currently at. I said, okay, so device list on the upper left hand. Okay.147.
15:00
Speaker 2
since all of your nodes have now the same Wi-Fi name, and if you're referring to like name that appears on the network, you can open link this up installed on a smartphone there or you have the links and Smart Wi-Fi page access using a web browser. All right, you can go to device list where devices at the upper left hand side. Yes. and under online devices, we'll look for, by default it will have a Wi-Fi name Link 14477. That's the child node. Yes, and under online devices, we'll look for by default it will have a Wi-Fi name is 14477.
15:00
Speaker 1
How do I change the name? and when I click on it, uh the details come up, but it won't let me change the name there. Edit, okay. Yep. Yeah, I know how do I all right, it renamed it. Uh and I can do the same with Okay.
16:00
Speaker 2
click it and you can edit its name.
16:00
Speaker 1
Okay. Great. Got this. Thank you so much. I think I'm ready. So now I just, here and put it where it was before. Yay. Thank you so much. You have a good. No, ma'am. No, we. Thanks you too. Bye bye.
17:00
Speaker 2
you can rename them from there yes yes ah that's right all right awesome welcome anything else for lynx sis all right this once again Raquel Amanda thank you for calling lynx sis and have a wonderful day bye bye
17:00