V2 Rubric Detail — 2da4af88-7c7c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:27
Duration
36m 24s
Contact
Alex Bankston
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135251
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONGIGURATION.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.8% (-19.2)

V2 Grader Summary

The customer confirmed the network was working again with solid green lights and functional Wi-Fi, indicating a successful outcome. However, the agent repeatedly provided technically inaccurate information about LED states (green/orange vs. actual blue/red/white) and skipped critical upstream isolation steps, undermining technical accuracy and troubleshooting rigor. Despite these flaws, the customer achieved resolution through guided re-setup, warranting a 'Successful Resolution' outcome.

V1 Case Analysis

Customer unable to reconnect WHW03 Velop nodes to Arris modem. Performed power‑cycle, 5‑press reset, re‑setup nodes via web UI, updated SSID/password. Nodes returned to solid green; internet restored.

Troubleshooting Steps
  • Power‑cycled modem and parent node
  • Performed 5‑press reset on parent WHW03 node
  • Reset each child node to solid blue/green
  • Accessed router web UI at 192.168.1.1
  • Verified internet connection and updated SSID/password
Key Observations
  • Agent used the correct 5‑press method for WHW03, which is supported.
  • Call contained several repetitions and occasional unclear phrasing, leading to inefficiency.
  • Agent provided a ticket number and confirmed the customer’s network was working before ending the call.
Positive Highlights
  • Correct technical procedure (5‑press reset, power cycle, web UI access).
  • Clear step‑by‑step guidance that resulted in a working mesh network.
  • Provided ticket number and confirmed resolution before call termination.
Agent Errors / Gaps
  • Minor mis‑naming of the devices as "Lynx's devices".
  • Repeated requests for the same information (e.g., LED status) causing some redundancy.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer states: 'I think you helped me get it all squared away.' and confirms Wi-Fi is working with solid green lights on all nodes.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power-cycle and 5-press reset but skipped modem-side verification and WAN isolation before assuming router fault, making troubleshooting disorganized.
R3 Met Correct resolution path conf 90%
Agent correctly used 5-press reset for WHW03 and completed full re-setup instead of escalating or dismissing, matching in-warranty hardware/configuration path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified solid red LEDs as symptom but did not ask about recent changes, ISP status, or perform WAN-side verification; diagnostic path skipped upstream isolation.
T2 Partially Met Appropriate tools / resources used conf 85%
Used 192.168.1.1 and LED observation but did not instruct customer to test internet directly at modem — a required step per universal_isp_modem_diagnostics.md for isolating ISP vs. router issues.
T3 Not Met No misinformation conf 100%
Repeatedly referred to 'solid green' and 'orange/yellow' LEDs, but WHW03 uses solid blue (online), solid purple (setup), blinking white (pairing), solid red (error); green and orange are not valid states per KB.
Communication
C1 Met Clear & professional language conf 85%
Agent framed the interaction, guided steps logically, maintained control, and kept the call on track despite customer confusion.
C2 Partially Met Confirmed understanding conf 75%
Used plain language but repeatedly used incorrect LED terminology ('green', 'orange') without adapting to customer's observations or confirming understanding of actual light states.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed all troubleshooting steps, and did not transfer the customer.
O2 Met Proactive follow-through conf 90%
Provided explicit next steps: wait 3–5 minutes, reconnect devices, change Wi-Fi name/password, with realistic timing and ownership.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved during the call.
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 70%
Agent was polite but did not explicitly acknowledge customer’s frustration or repeat-contact history, despite prior failed attempt mentioned.
X2 Partially Met Tone & rapport conf 70%
Paced well initially but failed to adapt when LED miscommunication caused confusion; continued using 'green' despite customer observing different colors.
X3 Partially Met Overall experience conf 75%
Avoided unnecessary repetition but introduced avoidable effort by using incorrect LED terminology, forcing customer to interpret non-existent colors instead of relying on actual device indicators.
Call Transcript54 turns · 62 lines
Speaker 1
Hi, I'm having trouble reconnecting my Linksys Velop system to my Eris surfboard. [silence] Uh, hi, I'm having trouble reconnecting my Linksys Velop system, um, to my Eris surfboard. [silence] Um, I was out of town and the internet quit working. My son called and talked to a support person and got it reconnected, but it was, um, came up with a
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. [silence] Hi. Thank you for calling Linksys. This is Regina. How can I help you today? What happens here that might cause the issue?
00:00
Speaker 1
different name and I think he totally restarted everything. And I was trying to get back to the, um, the network that I started out with. And I, I've gotten to the point where now I can't get the the parent node to connect with the surfboard, uh Arris Surfboard. The, the, yes, the modem. This is actually his father, James Banston. Okay. Um, yes, I do have three Linksys devices. I, I don't know where to see that.
01:00
Speaker 2
is that the modem? So, let me just confirm if I'm talking with Alex Brunkston. So you have three Linksys devices and they are all WHW03, [silence]
01:00
Speaker 1
I see a serial number. If see a name, password recovery key. let me turn the flashlight on my phone. See if that helps me any. a model number, yeah, W HW 03. Yes. solid red. It was solid turquoise green.
02:00
Speaker 2
And the bottom. Can you look for the model number on the bottom? Model number. Is it WHW03? Now, what is the light indicator of the parent node? And what have you done to, why did that possibly cause the issue? But earlier, before you did something, what is the light indicator of the parent node? Yeah. Well, since it's working.
02:00
Speaker 1
and then I... say that again? both... both of them are blinking... blinking red. okay. doesn't matter which one I plug back in first?
03:00
Speaker 2
and the child node are also solid red. What does the light indicator of the child nodes, are also solid red? Okay. Now kindly try to reboot the modem and the router, the parent node. Unplug the power adapter of both parent and the modem. Then wait for 30 seconds to plug the power back.
03:00
Speaker 1
Okay. everyone, go secure. [silence] Okay. All right. [silence]
04:00
Speaker 2
since both power adapters of the devices are unplugged, proceed to plug the power back of the Linksys router, parent node, then the modem. So let's just wait for both devices to fully boot up. Make sure also that your ethernet cable is properly plugged in from the modem to the port of the main router. [silence]
04:00
Speaker 1
I just turned red, solid red. The modem is still flashing, all three are flashing. One went solid, got one flashing and that's too solid.
06:00
Speaker 2
Okay, so what is the light indicator of the parent node now? [silence]
06:00
Speaker 1
[silence] The two middle ones are blue and the globe is solid. [silence] Solid red. I did. [silence] Now the modem.
07:00
Speaker 2
What is the light indicator of the parent node?
07:00
Speaker 1
The main router is the same as the parent node, right? And push it five times, fairly rapidly. Okay. Now it's flashing kind of an orangey color, orange yellow. Okay. Okay. Okay. Okay. Okay.
08:00
Speaker 2
Okay, Candice, set up this one again using five press method. Press release the reset button of the main router five times within five seconds. Yes. within five seconds, yes. So, keep on observing it for three up to five minutes. Then set setting up. [silence] Okay. And kindly move the child node here, closer to the main... [silence] Right. Okay. And kindly move the child node here, closer to the main... [silence]
08:00
Speaker 1
All right, I got one right next to it. Let me get the other one. Hang on. All right. I got one of the child load.
10:00
Speaker 2
Okay. This time place the child modules to your about two or three feet away from each other and also from the parent node. And if you can make it, can you plug them directly to the wall outlet? [silence]
11:00
Speaker 1
Okay, they're all about three feet apart. Yes, and use the password that's on the node itself. Okay.
12:00
Speaker 2
Is the parent node steady green? Okay, I wanna connect a device to the default name and password labeled on the bottom of the parent node to verify if you have internet connection. Yes, because we reset, or you reset the router. So all the configuration erased or lost. So it back to its default name and password. So it means it's back to, it's back from scratch or from the beginning, sir. That needs to set up again.
12:00
Speaker 1
Okay, I have Wi-Fi on my phone. [silence] does that press the reset button on one of the child notes for like 10 seconds? Okay. 10. Okay. [silence] now it's solid blue. All right. I got one solid
13:00
Speaker 2
good. So let's proceed also to set up your child nodes, sir and kindly reset each of the nodes. So press and hold the reset button, make sure the light blink, red, close to off and turn to solid blue. So when it's turned to solid blue, that's the time that you're going to release or let go the reset button. Uh, not just 10 seconds, but you need to observe the light indicators, sir or the behavior. Make sure the light blink red and then it will go off and then turn to solid blue then release the reset button. Each of the child nodes. Okay, let's go and proceed to reset the other node. [silence]
14:00
Speaker 1
OK. I got them both solid blue. No, just solid blue. Very dim, solid blue. All right. One is blinking and one is not. Oh, it is blinking, blue. It's just very dim. Um, that one turned to red. Okay. Okay. All right, they're both solid red.
15:00
Speaker 2
Okay. So let's just wait for both devices to change solid red. [silence] Okay. Now go back to the parent node or the main router. [silence]
16:00
Speaker 1
Mm-hmm. Five times. They're on the parent node. 1, 2, 3, 4, 5. It's blinking orange. It's back to orange or yellow. Blinking. Mm-hmm. It's still solid red. The parent turns green. one's blinking red. Okay. The other child starts... Both children are blinking red.
17:00
Speaker 2
Press reset button again five times within five seconds. Yes. Yellow blinking. Okay. And then observe the light indicator of the two other nodes. Okay, setting up. So kindly observe three up to five minutes again, sir. Then make sure. Okay. [silence] Condition.
17:00
Speaker 1
Yeah. Uh, yeah, let me run downstairs and get it. Hang on. [silence]
18:00
Speaker 2
I'm ready. so let me know once the art turned to solid green. and while waiting, can you please prepare a laptop or computer in your end? Okay.
18:00
Speaker 1
And they're still blinking red. Do you want me to um do you want me to connect my computer to the Wi-Fi? [silence]
19:00
Speaker 2
It's okay. Sir, just keep on waiting. Yes.
19:00
Speaker 1
I have one child now turned green. Okay it's turned green. All right they're all green and I've got my computer up. Oh wait, one of the children turned black. no no it's green again.
20:00
Speaker 2
, and wait for the other one.
20:00
Speaker 1
okay yes is 192 stegan 192 so that's access develop router password
21:00
Speaker 2
It's okay. It's all part of the setup process. So they're both solid green. Since your laptop is connected to your Linksys network, let's proceed to access the web interface. Kindly open a browser sir, such as Google. And then, on the address bar, type 192.168.1.1. 192. 168.1.1. 192. 168. 1. 1.
21:00
Speaker 1
Okay. I'm on the Linksys Smart Wi-Fi tools page. Wait a minute. It says the device connected, router, internet with all green checks. Yes, this has connected on on that little window. Yes. [silence]
22:00
Speaker 2
i can check your network status [silence] yes, it shows connected on top. [silence] can we i ask would you like to change your Wifi name and Wifi password? [silence] Then go to Wifi setting. [silence] So on the left side below, [silence] there's a router setting, [silence] connectivity, [silence] probing shooting, [silence] then Wifi setting.
22:00
Speaker 1
Got 2.4 band of five five two bands Good all right I've got a 2.4 band of 5 g 5 g h z two bands I would use one Wi Fi name on everything let me look up make sure what it's
23:00
Speaker 2
Okay so what you try to support or split the bandwidth of your wireless networks or did you use the one wifi name? Okay so just change your Wifi name for the 2.4 and 5 gigahertz band the same including the Wifi password. Create the same Wifi name and password to all of the bands the 2.4 and 5.
23:00
Speaker 1
Okay. So go ahead and change it to all three or just change it on the first 2.4 and the first five. Let me make sure they're all the same. Then I hit OK. Apply. OK. I guess it's asking me to confirm. Then hit yes. Router supplying changes. [silence] USB similarly lose connectivity Community's please wait until the operation's complete. Okay. I [silence] parent node clicked off and it's back on and the child nodes are off have no color or maybe they're dark blue. I can't tell.
24:00
Speaker 2
[silence] so let's just keep on observing until it turns a solid green again. then reconnect your devices to your new Wi-Fi name and Wi-Fi password.
26:00
Speaker 1
okay. will re enter the password? or will I use the same password before it won't remember it? Okay, hang on.
28:00
Speaker 2
So, reconnect your devices to your new wifi name and wifi password. yes. Yeah, make sure to enter your new wifi password. yes make sure to enter the correct WiFi name and the wire password
28:00
Speaker 1
I got Wi-Fi with both. They're both green. Solid green. Hang on one second. [silence] [silence]
30:00
Speaker 2
OK, now and what is the light indicator of the child mode? OK, relocate the child nodes now. Since they already set up, so
30:00
Speaker 1
One of them goes down stairs. You want me to take it all the way downstairs where it belongs? All right, all right, all right. Hang on one second. [silence]
31:00
Speaker 2
Yeah. Relocate both of the child nodes here to the place where you want to place them, as they used to be. [silence]
31:00
Speaker 1
I got one set up it's blue. I'm just say with it till it turns green.
32:00
Speaker 2
so let's just wait for the child modes return solid green sir [silence]
32:00
Speaker 1
Okay, let me go up and check upstairs and check the one that's upstairs. Uh... All right, one is blinking red. Uh... All right, the other one's blinking red. Okay, I'll let you know when they turn green.[silence]
33:00
Speaker 2
it will take 3 to 5 minutes there, so keep on observing it. Okay, that's good so let's just wait for the other one [silence]
33:00
Speaker 1
Okay. on that screen. I don't think so. I think you you helped me get it all squared away. Thank you very much. Okay. Uh uh.
35:00
Speaker 2
okay now since we successfully set up your Lynx's devices so all you need to do in your end is to reconnect your devices to your new WiFi name and WiFi password so is there anything else that they can help you with okay you're welcome sir so just feel free to call us back if you need more assistance just use this ticket number 1352531.
35:00
Speaker 1
Okay. Very good. Great. Thank you. Bye-bye.
36:00
Speaker 2
Okay, thank you so much and have a great day. Bye for now, you too. Bye. And can you please end this call for me? Thank you.
36:00