V2 Rubric Detail — 30f7e880-7957-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 16:24
Duration
22m 39s
Contact
Brad Karner
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135714
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfigure WHW03

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall88.3% (+8.3)

V2 Grader Summary

The agent successfully resolved the solid-red LED issue on WHW03 nodes by guiding the customer through factory resets and the 5-press pairing method, restoring full mesh functionality and internet access. While diagnostic depth could have included WAN verification, the technical guidance was accurate and KB-aligned. The agent demonstrated strong ownership, empathy, and communication, with only minor gaps in expectation-setting and timing clarity.

V1 Case Analysis

Customer reported solid red LEDs on both WHW03 mesh nodes and no internet after a Verizon outage. Agent guided through full reset of both nodes, used 5-press pairing method on parent, moved child node closer, and confirmed LEDs turned solid green/blue with internet restored. Advised customer can change SSID/password via web interface.

Troubleshooting Steps
  • Verified model number WHW03 and serial number.
  • Performed full factory reset on parent node (hold reset until LED off).
  • Performed full factory reset on child node.
  • Used 5-press pairing method on parent node to initiate setup mode.
  • Confirmed default Wi-Fi SSID broadcasting from parent node.
  • Repositioned child node close to parent for pairing.
  • Repeated 5-press method after initial child node failure to pair.
  • Confirmed both nodes achieved solid green/blue LEDs and internet access.
Key Observations
  • Agent correctly identified WHW03 model and applied appropriate 5-press pairing method per KB documentation (universal_5press_models.md).
  • Accurate interpretation of LED states: solid red = no internet, solid green/blue = online and healthy (led_intelligent_mesh_consumer.md).
  • Efficient use of 5-press method instead of unnecessary app guidance for unsupported model (universal_5press_models.md).
  • Call contained repetition and filler, reducing efficiency.
  • No warranty or escalation discussion needed; issue fully resolved.
Positive Highlights
  • At [11:00], agent correctly identified that WHW03 does not support the Linksys app and pivoted to the proper 5-press method, demonstrating strong product knowledge (universal_5press_models.md).
  • At [04:00] and [08:00], agent provided clear, step-by-step reset instructions and verified broadcast of default SSID, ensuring proper procedure (universal_factory_reset.md).
  • At [17:00], agent correctly repeated the 5-press method when child node failed to pair, showing persistence and correct troubleshooting logic (universal_5press_models.md).
  • At [19:00], agent accurately explained that both nodes use the parent's default Wi-Fi credentials and how to change them via web interface (universal_factory_reset.md).
  • Empathetic tone and positive reinforcement throughout the call, especially at [22:00] with closing appreciation.
Agent Errors / Gaps
  • Transcript shows agent misheard serial number initially (said '61781184' without prefix); did not confirm full serial back to customer for validation.
  • At [12:00], agent said parent node should turn 'solid blue or solid green' — while both are acceptable, WHW03 specifically uses solid green for healthy state per KB (led_intelligent_mesh_consumer.md), creating minor confusion.
  • Limited explicit confirmation of internet access — relied on LED state but did not ask customer to load a website or test connectivity directly.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed both nodes turned solid green/blue and internet access was restored.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through power cycle, factory resets, 5-press method, node repositioning, and SSID verification — logically sequenced and model-appropriate.
R3 Met Correct resolution path conf 97%
For WHW03, 5-press method is correct per KB; agent used it despite app deprecation, matching product status and support options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified solid red = no internet but did not confirm WAN LED or modem status before resets, per led_intelligent_mesh_consumer.md Path C.
T2 Met Appropriate tools / resources used conf 93%
No remote tools available; physical reset and 5-press were the appropriate and necessary tools for this hardware issue.
T3 Met No misinformation conf 96%
All technical guidance (red solid = no internet, 5-press valid for WHW03, yellow = weak signal) aligns with KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control but failed to set clear expectations or provide structured transitions, leading to fragmented pacing.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions when needed, adapted to customer’s pace, and confirmed understanding after key actions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned case end-to-end, performed all troubleshooting, did not transfer, and followed through on setup completion.
O2 Partially Met Proactive follow-through conf 82%
Agent instructed to 'wait' but did not specify duration (e.g., 2–3 minutes) or define 'stabilized', creating timing ambiguity.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue resolved within L1 scope using documented procedures.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore E2 is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed empathy (‘I’m sorry to hear about that’), acknowledged effort, and remained courteous and solution-focused.
X2 Met Tone & rapport conf 91%
Matched customer’s conversational pace, paused appropriately, repeated steps clearly, and kept customer engaged.
X3 Met Overall experience conf 93%
Avoided unnecessary repetition, performed actions directly (resets, 5-press), and minimized holds or redundant steps.
Call Transcript38 turns · 42 lines
Speaker 1
Hi, I'm just calling, um, because we had a, uh, internet outage couple days ago, uh, our Verizon service. It has since come back, but our Linksys router, uh, has still been out. It's just been a solid red light. I've tried rebooting the router, rebooting the modem, uh, nothing seems to bring the network back.
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] Thank you for calling Linksys. This is Ice. How can I help? [silence] [silence] I see. I'm sorry to hear about that. May I have the serial number of your Linksys router?
00:00
Speaker 1
Give me one sec.
01:00
Speaker 2
all right, so it's 20, J for John, 10C for Charlie, 61, 78, 11, 84. That's the serial number.
01:00
Speaker 1
6 1781184. Correct. Yep. Oh, uh, it's... [silence]
02:00
Speaker 2
All right, so the model of your Linux server is WHW03. Oh, how many nodes do you have, sir? All right, uh, may I just confirm, sir, if your name is Brad Karner? All right. And your email address is Brad and Carner at Microsoft.com. All right. And your account ID is URI-oage. All right. And where are you from, sir? [Silence] Oh, yes. All right. Is that all? Do you know why your namespace is showing a solid red light? Oh, because I removed.Remove is the correct verb. All right. Do you or I correct myself? I thought I removed the volume? Uh. Uh, but all volumes are dissociated. All right. So, uh, for this issue, do you want to file a ticket?
02:00
Speaker 1
That's right, Yeah. Uh-huh. Yes, hold on. Let me check. I cannot. it does not come up.
03:00
Speaker 2
at email.com]. All right. Uh, since both, uh, nodes are showing a solid red light, can you check on your phone, if on the list of available Wi-Fi networks, if we can see the default Wi-Fi name of your two-Linksys nodes. [silence] All right. So, we need to do a
03:00
Speaker 1
At the humanity.Do it.
04:00
Speaker 2
reset your, both of your nodes, press and hold the reset button, until. [silence] its light goes off. That's the time you can let go of holding the reset button. [silence] You need to press and hold the reset button. [silence] The. [silence] Once the light goes off, you can let go. And let's just wait for it to go turn back on. Okay, let's go, and then just wait for it to come back on. Do a reset also on the other. [silence] Yeah, by the way, the child node can you
04:00
Speaker 1
Oh they have to be close together. Uh okay the one that I just did was the parent node uh let me go so should I wait to reset the other until I uh okay okay.
05:00
Speaker 2
but bring it near the parent node the one that's connected to your Verizon modem because we're going to add up later on so it must be near your parent node. Yes because since we're setting them up again, since your two nodes are totally disconnected so we have to reconfigure them again like setting it up again so they must be new to each other. Mm. Bring the other? No you can bring the other so that while the parent node is still trying to reboot itself or we can do you can bring the child note
05:00
Speaker 1
Sorry, just unplugging it here. All right. I am bringing that one downstairs. All right. I am plugging that one in, uh, near the other one. Okay, I have the second one plugged in. Should I, Reset that one? That's just like, okay. The other, the first one is back on. It's back to solid red. Oh, yeah. That one is there. Yes, it's just
06:00
Speaker 2
[silence],let's just wait for it to start to stabilize [silence] uh because we just plug it [silence] Okay, go on. Okay, can you check at the bottom of that parent node, it's default wi-fi name [silence] uh which is located at the bottom of it. And then go to your phone's wi-fi setting and check if that wi-fi name is already being broadcast. [silence]
07:00
Speaker 1
just not uh I wasn't looking for okay. Okay. Okay. Okay. Yep. down win is a or that one's a blinking red. Okay. Okay. Oh, I see now the I see the default network name. and
08:00
Speaker 2
All right. That's good. Yeah, that's good. Uh, it uh, it means that the parent node was properly reset since it's broadcasting its Wi-Fi name, default Wi-Fi name. Now, let's do a reset on the other node, if its light is already stabilized. Okay, let's uh, reset that, press and hold the reset button and then wait. Once the light goes off, you can let go.
08:00
Speaker 1
The old one, like what we named it. They're both showing up in my Wi-Fi. Okay. Oh, okay. So can I just disregard that? Okay. Okay. Yep. Okay.
09:00
Speaker 2
But we have already reset your parent node. So it should be only showing the default Wi-Fi name of your parent node. Now, if it's still showing your previous Wi-Fi name, it means that it was saved on your phone settings the previous Wi-Fi name. Yeah, because you have already reset your nodes, so it will no longer work. Now once you have reset the child node, check if it turns solid red. Check again its Wi-Fi name at the bottom of that node if it is being broadcast on your phone.
09:00
Speaker 1
Okay. Okay. This one is the second node is a solid red. I do not see... Oh, it popped up. I see them both in my settings.
10:00
Speaker 2
phone WiFi on network name good. Now, Brad, since your link this nodes are model W H W zero three. We can no longer set it up using the link this app because the model W H W zero three is no longer or you.
10:00
Speaker 1
Okay. Okay, that's fine. Okay, that sounds good. Okay.
11:00
Speaker 2
using the Linksys app or the Linksys app setup is no longer supported for that model. So we can only set up your nodes through the 5 press method which is the quickest way, but the disadvantage of the 5 press method is that you will be using the default Wi-Fi name and password of the parent node. and then uh we'll just use the 5 press method to set up your nodes uh it's much quicker and then we can if you want to change your Wi-Fi name we can just log into the router's web interface to make some changes okay? All right so I need you to press the reset button on your parent node five times within 5 seconds.
11:00
Speaker 1
All right. Okay. Yes. Okay. Do I have to do anything else or I'll just let it blink?. Okay.
12:00
Speaker 2
Once you press five times, let go. All right, so your parent node light should start blinking. Okay. So once it's configured successfully, its light should turn solid blue or solid green, depending on the light behavior of your parent node, once it's done, your child node should also start blinking. No, just wait for the light to make some changes. So your parent node light is blinking now.
12:00
Speaker 1
Yeah, it's blinking orange. Or yellow, whatever. Uh, on that one, that one is still solid red. Okay. Oh, the parent node is a solid green now. OK. Oh, great, okay. Oh, amazing. [silence]
13:00
Speaker 2
Okay. On your child... On your child node. Okay. So we'll just have to wait for your parent node to configure itself. Once it's done configuring itself, I think your child node will also start to blink. [silence] Okay, that's good. It means it's now successfully configured. It's connected and online. So you can connect now to the default Wi-Fi name of your parent node, and you can actually access your internet now. But we'll just have to wait first for your child node [silence].
13:00
Speaker 1
Okay. Okay. It's still red. How, how close, does it have to be? Oh. Okay, that's, that's probably the issue. Yeah, I think so. Yeah. Okay, let me uh- I'll unplug it and move it over. Sorry, I just need one sec. Okay, moving it over now. Okay, I have it plugged in, and it is now directly next to the parent node.
14:00
Speaker 2
a yellow light or orange light, uh, usually means a weak, uh, connection, so I think your parent node didn't detect a child node. So, it's better to move your child node closer to your parent node. Uh, hmm-hmm. Sure. [silence] okay so let's just wait for its light to stabilize hopefully it turns solid red [[silence]] it's me when it turns a red
15:00
Speaker 1
Okay. Its solid red. Okay. Okay. It is doing the
17:00
Speaker 2
Alright, now we're going to do again the five press method. You need to press the reset button on your parent node. The parent node reset button, press it five times. And then let's just wait for it to start blinking again. If the child node is detected, it should start blinking also. [silence]
17:00
Speaker 1
Orange blink again. Okay. The... the second node is blinking red now. Okay. Okay? Yeah, the parent node is back to solid green. The second one is, is still blinking red. Okay? Great.
18:00
Speaker 2
Okay, that's good. It means it's responding or communicating with your parent node now. So, hopefully, it will turn solid blue or solid green. Okay. Okay, that's fine. It's already good that your child node is responding. It's blinking, meaning it's already detected by your parent node. So, hopefully, it will turn solid blue or solid green. And then you can then relocate it back to where you originally placed the child node. So once.
18:00
Speaker 1
amazing and still uh like the the second one is it's still the password of the parent node correct got it okay okay yeah that honestly that's that's not a huge deal like we can just keep it the way it is
19:00
Speaker 2
[silence] they're all turned solid blue or green and it means your nodes are successfully configured and you can access your internet. Yes. because the child node uh [silence] depends on your parent nodes. So when you connect to your wifi name is the parent node WiFi name and it's the parent node WiFi password. And as I've mentioned, you can edit the name and password of your linksys router, but you will have to access the router's web interface to change the WiFi name. Yeah. It would be better that way so that if you forgot your wifi password, you can just check on the parent nodes [silence] Yeah.
19:00
Speaker 1
Yeah. Perfect. Yeah. I do not. Okay. Oh, great. Okay. Okay. I I got the numbers. Sorry. Could you just do the letters again at the beginning? Okay, and then uh-huh. Yep. Perfect. Yes. Thank you. Uh, no. It uh, it looks like we have a solid green. Okay. Yeah.
20:00
Speaker 2
It's LTS, Lima, Tango, 0, 0, 10, D or Charlie 3, 7, 1, 4, you got it? Alright, you're welcome. So, how is the child node? Has it stopped blinking? Okay, that's good. So, it's already successfully configured and added to the parent node as a child node. So, you can now relocate the child node back to its original position. So, so everything's good now, Brad? We've successfully uh, configured your node. So, you can now access your internet by connecting your phone to the default Wi-Fi. [silence]
21:00
Speaker 1
Okay. Awesome. Okay. Amazing. Oh, thank you. I think I got it. Thank you so much. All right, have a good one. Of course. Thanks. Bye bye.
22:00
Speaker 2
l, you know, of your parent node and picking the default, like, Wi-Fi password of your parent. Okay. amazing. It's all done. Thank you. Yeah, you're doing good also following the instructions. So I think you're next next time okay, you're, your router got disconnected. So, yeah, okay. Okay? Thank you for calling Linksys once again. Yeah. Yeah. You've been fantastic also. Thank you for calling Linksys once again. Brad, you too. Sure, have a great day. Yes. Yeah. Bye.
22:00