V2 Rubric Detail — 360bee42-8150-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 19:54
Duration
29m 18s
Contact
510-388-2335
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137530
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding the disconnected CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.5% (-17.5)

V2 Grader Summary

The agent achieved partial resolution by restoring extender functionality through resets, but applied incorrect 5-press pairing logic for range extenders (valid only for mesh routers), skipped critical diagnostic tools, and left residual SSID confusion. Ownership was maintained, but technical inaccuracies and unnecessary customer effort prevented full resolution.

V1 Case Analysis

Customer's three WHW03V2 mesh extenders showed solid red LEDs. Performed 20-second reset on extenders and 5-press pairing on parent router (MR8300). LEDs returned to solid green/blue. Advised to use the new mesh SSID and disable ISP Wi-Fi. Internet connectivity not verified.

Troubleshooting Steps
  • 20-second reset on each WHW03V2 extender
  • 5-press pairing method on parent router MR8300
  • Verification of LED status changes to solid green/blue
Key Observations
  • Correct application of 5-press pairing method on parent router for WHW03V2 nodes per KB guidelines
  • No verification of internet/WAN connectivity after mesh reconnection
  • Ambiguous LED color references (green vs. blue) caused momentary customer confusion
  • Warranty/status checks omitted despite being protocol requirements for hardware support
Positive Highlights
  • Accurate execution of 5-press pairing procedure for Velop mesh nodes
  • Clear step-by-step guidance through reset and pairing process
  • Appropriate advice to use new mesh SSID and disable ISP-provided Wi-Fi
  • Maintained calm and patient tone throughout troubleshooting
Agent Errors / Gaps
  • Failed to confirm full model/serial numbers and warranty status before troubleshooting
  • Did not verify internet connectivity after mesh nodes rejoined
  • Provided inconsistent LED color feedback (green vs. blue) without clarification
  • No protocol adherence for warranty/support eligibility verification

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Extendlers eventually turned solid green and agent confirmed functionality, but customer remained confused about which Wi-Fi SSID to use and required clarification about network names.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed factory resets and monitored LED behavior, but skipped key diagnostic steps like verifying Wi-Fi password, signal strength, or using extender.linksys.com to confirm connection status.
R3 Partially Met Correct resolution path conf 90%
Agent attempted resolution with resets but incorrectly applied the 5-press pairing method (designed for mesh routers) to range extenders, creating misalignment with product-specific procedures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (solid red/blinking LEDs) and asked about distance and reset status, but failed to probe Wi-Fi password, router model compatibility, or signal strength during setup.
T2 Not Met Appropriate tools / resources used conf 80%
Agent did not use or recommend accessing extender.linksys.com or checking the router's DHCP client table — tools necessary for accurate diagnosis of extender connection status per KB guidelines.
T3 Not Met No misinformation conf 95%
Agent instructed the 5-press reset method on the main router for RE-series extenders, which is invalid; this method applies only to Velop mesh routers (WHW/MX/MR), not range extenders.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control through the reset process and set clear timers, but lacked structured framing, abrupt transitions (e.g., 'wait three to five minutes' without recap), and failed to summarize next steps cohesively for lingering SSID confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used technical terms like '5-press' without explaining inextenders context and did not consistently simplify explanations, though did confirm understanding by checking extender status updates and guiding placement.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, performed multiple resets for all three extenders, and followed through until functionality was confirmed — demonstrated clear ownership without unnecessary transfer.
O2 Partially Met Proactive follow-through conf 75%
Agent provided a vague timeline ('wait three to five minutes') and advised moving extenders back, but did not schedule follow-up or confirm final functionality if issues recurred.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced or observable in transcript; this was confirmed as first contact with no applicable case continuity requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was resolved at L1 with no complexity beyond standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed brief empathy ('I'm so sorry') and remained patient during repeated resets, but tone remained procedural without deeper acknowledgment of customer's frustration or history.
X2 Partially Met Tone & rapport conf 75%
Agent adapted pace during resets and confirmed status, but used incorrect technical method (5-press) and did not adjust communication when customer expressed confusion about SSIDs.
X3 Not Met Overall experience conf 85%
Customer had to count reset presses aloud multiple times, repeat information about extender behavior, and perform unnecessary 5-press steps not valid for their device — indicating significant unresolved effort.
Call Transcript40 turns · 45 lines
Speaker 1
Uh, I'm trying to reconnect my existing extender to my existing router. I tried all day, all night, it don't work. Thank you for your help. But the serial number under um under uh under the uh a range the extended model number WHEA03V2 and my main driver model number is rm 8h3 0 0. Of the main driver. Two nine
00:00
Speaker 2
What's the serial number of the My-803 on the main
01:00
Speaker 1
10 C6 90 2 005 yeah. My first name Eric. My last name mine NY. [silence] My website
02:00
Speaker 2
We have it. What is your first name and last name so I can create a record for you?
02:00
Speaker 1
A B. B. H. as in, uh, as in Nancy, why? As in yellow ADV H as Apple. D. is. David. B. is. Victor, males with an X male, regular male, males 20@yahoo.com uh, Frontier. Was alive.
03:00
Speaker 2
and my you say it. Okay. Got it. What is your email address? [silence] Got it. And who's your internet provider? All right. What's the light of the extender? Yeah, the light on the top, what is it?
03:00
Speaker 1
A couple years, maybe. I'm not sure. What is the light? Uh, uh, right... Oh, right now, it's all red. Um, it's red, red. Oh, only... Sorry. Um, um, it says about, uh, uh, uh, Um, the most is two feet on three of them. I, I got, I have about three extender. [Silence]
04:00
Speaker 2
I'm so sorry. So what is the light of the extender? The light on the top, the light indicator on the top. Is that more like a pink red or a red, red, Red, what's the distance of that to the main? What is the distance of that to the main? Distance. Okay. Press and hold the reset button of that extender. Hold it down for 20 seconds. Wait.
04:00
Speaker 1
Yeah, that's the whole package. Three extender, I have not, I have not seen the purple color yet. All I see is red, is green and a dark blue. When I turn it on, it's dark blue and and blinking red. And now solid red. Last time, when it's working is solid green. I don't have any problem for over a year and suddenly I have a problem with the frontier internet is not coming through and they just fix it. And my extender just,
05:00
Speaker 2
All done now, are you? All right, yeah.
05:00
Speaker 1
Yeah, yeah, yes, yes. um, the main, the main router that um, r83 that's the main router connects straight to the uh, Frontier is it's it's it's work working fine. it is out solid now. only the three uh, three uh, extender that uh, solid red right now. yeah, currently on right now and all of them is solid red.
06:00
Speaker 2
okay. OWHW03 are all on right now, correct? they're all on. All right. mm-hmm. Okay. Those, those, uh, those Extender, um, they are on currently, right? I'm just making sure. Okay. Press and hold the reset button of those Extender, hold it down for 20 seconds each.
06:00
Speaker 1
[silence] Okay. Okay. Uh, 20th each. Okay. one, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, 15, 16, 17, 18, 19, 20. One. 12123, 4 5 6 7 8 9 10 11 12 13 , 15 16, 17, 18, 19 22. one, two, three, four, five, six, seven, eight, nine, ten, eleven, twelve, thirteen, fourteen, 15, 17, 18, 19, 20. Okay. Three of them are reset now. It's, it's gray color. It's gray. Uh. Okay. So just wait. Okay. Thanks for helping. [silence]
07:00
Speaker 2
uh all right um it will cycle to a show a pink red light or magenta light um setting timer now it will take three to five minutes i'm setting timer up to five minutes okay i'll let you know when the time is up all right um hmm yeah we're just waiting for now um no you're good you're good
08:00
Speaker 1
One of them turn on red now. OK. I'm down. OK. Um, the second one turn on red now. Solid red, OK. The third one turn on solid red too. yeah, uh, three of them. Are all red now, perfect. ok, we can take a uh, get on a real [silence]
09:00
Speaker 2
It's okay. Um, it's part of the the procedure. It's still four minutes to go, so, or so let you know when to stop myself. For the meantime, you can grab water. Do you want to take your time to talk to you? Mhm. Okay. All right, that's fine for now. What about the last one?
09:00
Speaker 1
Three of them turn on red. Five times, press five times. Oh, okay. Um that's on the side, there's a red button there. Yes, yes, yes, the AD three Henry's on the on the back, the reset button. Okay. Okay. [silence]
10:00
Speaker 2
All right. At the back of the router, uh the m re8, the 300 there's a reset button. Press and release that five times. But not too fast, not too slow. It has to be one second gap between presses, so it it will sound like this. Press, release. Press, release. Yes. One second gap. Okay, one second gap between presses. Yeah. Red button of the m r 8 the 3, right? Uh-huh. You're not talking about the modem, correct? I'm just making sure. Right. Yes. At the back, yes.
10:00
Speaker 1
Oh, it's kind of a much a fresh. Let me get some. One, two, three, four, five. Okay, five now. It's it's uh, it was red. It's just a real fast way and now become a solid green again. Oh, yeah. One of them is blinking now. Blinking red. The uh, the second one and third one uh does not blink.
11:00
Speaker 2
lighted day extender they supposed to blink is it blinking now all right so
11:00
Speaker 1
Okay, All right, the third one is blinking now. All right, all of them is blinking now. Oh, okay, okay.
12:00
Speaker 2
It's fine, so the one that's blinking, it's fine to communicate to the main. So it takes five minutes again. So we're just waiting. Great. Good to hear, what just need to wait?
12:00
Speaker 1
All right. One of them are solid green now, which is the same color when it was working before. It's still blinking. Oh, now it turned back to red. Oh, back to green now, back to green now. Oh, okay. All right. The third one is green now. [silence] Oh. Oh. Oh. Okay.
14:00
Speaker 2
Alright, what about the other two? Are they still blinking red? Okay. Yeah, I think it's not yet finished. We still have two minutes.
14:00
Speaker 1
Okay. All of them solid green now. Yes, yes. Oh, now one of them back to red. Just like before. So I'll add the red, the last one.Oh good. Turn back to green, now. Wow. So I just unplug it and plug this one and put where it belong to. Oh, okay, okay, great. All right.
15:00
Speaker 2
they're all sold by GreenIsle, it's okay all right you can put them back to where they were before when they were working? and I'll stand the line just to make sure it's gonna work I'll go right here if you want to Yeah, that's correct.
16:00
Speaker 1
not turned green yet okay so one room turned green good sign yeah to the original place this one
19:00
Speaker 2
And you already moved that to where you want it to be, correct? Okay.
19:00
Speaker 1
the first one solid green and the second one's screen clear third one [silence] the second one become green now solid green okay yes [silence]
20:00
Speaker 2
they're all back solid blue now? Oh yes, sir. Green, yes. Alright, so that means they're all working. Can you check if if it's better compared to before? [silence]
22:00
Speaker 1
ok let me let me see one of them one of them is like before now let me check the the other Oh, This one, This one turns red, back, back to, uh, blinking red. Earlier, earlier it was blue. Yeah, it back to green now. Yeah, Yeah, put in the original spot. Okay, all of them turned to green now. So, it's supposed to working. Yeah. Um, yeah, question. Uh, I originally I have to a Wi-Fi network which is set up by, uh, frontier, one called fat boy and one called holly. And
23:00
Speaker 2
Are reset. So, alright, still cycling. But you can move that as well. To wherever you want. Yeah, it should be working now. Do you need anything else? Anything I can help you with? Questions?
24:00
Speaker 1
When I, when I tried to, uh, install, reinstall it, and it pop up, it pop up, uh, let me see, it pop up a new Wi-Fi which is belong to that Linksys router, and I follow, and I follow the Linksys app instruction, uh, told me to change that Linksys Wi-Fi name to a new name. So, I, I did change back to, uh, the new name called a Fatboy again, but with the capital. So, which one should I use now? The new created one? Is that right, Carol? so i have three of them in total, right? so in that case my uh my own name doesn't work now. It has to be the new name that I just set up.
25:00
Speaker 2
oh yes that's correct that's right connect to the the new one the updated network name since they're all set up as a mesh network you don't need to connect to the Wi-Fi of the child mode because it will do it automatically and they share the same network and same password right now that's the setup right now so whatever the name of the main node and the password it will apply to the extended hours and that is correct yes
26:00
Speaker 1
All right. I think probably I had to tell Frontier to delete all of them. Just keep the one I just created. Is that right, Joe? Yeah, I have uh I have uh a wifi which is uh still working. So, which is uh WIFI, one called fat boy with lower case, one called Harley and the new one uh that comes from a lynx router, I mean router, uh told me to change the name. So I changed the name to fat boy again but with a capital F. Um so um so the two uh wifi names,
27:00
Speaker 2
you have a Wi-Fi uh in your printer modem mhm
27:00
Speaker 1
two two of them before, it don't work now. Only the new one I just created is working, Gerald. So so I should uh I should tell I should tell uh uh Frontier to delete that two the two one the old two two by by Wi-Fi. Am I right? Mm-mm. Okay. All right. All right. Thank you so much.
28:00
Speaker 2
Yeah, that's correct. So, connect to your new uh Wi-Fi. So you can connect to the Wi-Fi. That's up to you. If you're using a gateway uh modem for a combination of mode router and that's broadcasting Wi-Fi signal right now, you can ask them to disable the Wi-Fi of that and make use of your uh mesh router's Wi-Fi instead. But that's up to you though. I can't answer that. It's just a suggestion.
28:00
Speaker 1
Hello. That's it, and you have a wonderful day. Thank you. Bye-bye.
29:00
Speaker 2
You're very much welcome. You have a great concern. Same to you. Have a wonderful day. Take care.
29:00