V2 Rubric Detail — 38084642-6430-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 18:22
Duration
9m 54s
Contact
Evan Patton
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132804
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_WHW03

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall84.8% (+58.8)

V2 Grader Summary

The agent correctly diagnosed unpaired child nodes and applied the valid 5-press method to rejoin them, demonstrating strong technical accuracy and troubleshooting. However, the resolution was not fully confirmed—solid blue was expected but not verified—and next steps lacked precise timing. The interaction was owned and progressed, but not fully closed, warranting Partial Resolution.

V1 Case Analysis

Customer reported two WHW03 child nodes stuck on solid red after parent reboot. Agent incorrectly advised 5-press reset (not valid for WHW03), failed to verify node state or pairing success, did not collect serial/warranty, and offered no correct path to restore custom Wi-Fi name/password. Issue unresolved.

Troubleshooting Steps
  • Confirmed parent node shows solid blue (online).
  • Asked about Wi-Fi SSID and password.
  • Instructed customer to perform a 5-press reset on child nodes.
  • Advised to wait 3–5 minutes for nodes to turn solid blue before relocating.
Key Observations
  • Agent recommended 5-press reset for WHW03 child nodes ([07:00]), which contradicts KB guidance (admin panel pairing required).
  • No verification that child nodes changed to solid white (paired state) after reset.
  • Failed to collect serial number or discuss warranty status, despite troubleshooting a hardware issue.
  • Agent referenced prior paid support ([06:00]) without clarifying eligibility or support path.
  • Instructions were vague and lacked confirmation of understanding ([08:00] 'just give it three to five minutes').
  • Customer asked about restoring custom Wi-Fi name/password; agent provided no actionable steps.
  • Call ended abruptly without clear recap or confirmation of next steps.
Positive Highlights
  • Agent correctly identified the product model (WHW03) early in the call ([01:00]).
  • Agent acknowledged the parent node was online (solid blue), showing basic topology awareness.
Agent Errors / Gaps
  • Recommended unsupported 5-press reset procedure for WHW03 child nodes, which is not the correct method per KB (admin panel pairing required).
  • Failed to collect product serial number, a required field for warranty and device-specific troubleshooting.
  • Did not verify whether the child nodes successfully paired or changed to solid white state after the reset.
  • Provided no correct guidance on how to restore the customer's custom Wi-Fi name and password.
  • Did not confirm warranty status or clarify support eligibility despite discussing paid service.
  • Gave vague timing instructions ('three to five minutes') without explaining expected LED behavior or success criteria.
  • Allowed call to end without confirming customer understanding or next steps.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent guided customer through 5-press method to re-add child nodes, which began responding (solid blue expected), but did not confirm full mesh stability or WiFi reconnection; call ended before resolution confirmation.
R2 Met Diagnostic thoroughness conf 98%
Agent reviewed ticket history, confirmed parent node status, diagnosed child nodes as needing re-pairing, and directed use of 5-press method—a correct, model-specific troubleshooting step for WHW03.
R3 Met Correct resolution path conf 97%
Agent correctly identified the issue (child nodes not joined after parent reset) and applied appropriate resolution path (5-press pairing) for WHW03, an in-warranty mesh system; no misstep in warranty or product handling.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (solid red child nodes), asked about distance and prior steps, determined nodes were unpaired after parent reconfiguration, and correctly inferred need for re-pairing via 5-press.
T2 Met Appropriate tools / resources used conf 95%
Agent used prior case context (ticket number, previous troubleshooting) and applied correct KB-backed tool (5-press method) at the right time; no unnecessary tool use required as issue was procedural.
T3 Met No misinformation conf 97%
Agent correctly instructed 5-press method for WHW03, which is valid per KB; did not misstate reset duration or confuse with factory reset; all technical guidance accurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained control but had moments of disfluency (repetition, 'yes yes yes') and did not clearly frame next steps or timeline; customer interrupted with frustration.
C2 Met Confirmed understanding conf 93%
Agent adapted language to customer’s level, used simple terms like 'press five times', confirmed understanding, and offered follow-up email with instructions.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by reviewing ticket, continuing prior work, and guiding full re-pairing process without transferring; honored support continuity.
O2 Partially Met Proactive follow-through conf 85%
Agent set expectation to wait 3–5 minutes for solid blue, but did not specify a timeline for full network restoration or follow-up; promised email but no callback commitment.
O3 Met Closure confirmation conf 94%
Agent referenced prior technician’s instruction (5-press), did not re-ask known information, and built on existing troubleshooting—demonstrating case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was resolvable at L1 with correct pairing steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; agent handled case end-to-end.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged customer’s repeat contact and frustration indirectly by offering email recap, but did not explicitly validate emotional state or apologize for prior disconnect.
X2 Met Tone & rapport conf 92%
Agent adjusted pace, repeated instructions clearly, and confirmed customer had app access; maintained engagement despite customer’s impatience.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition by referencing ticket and prior steps; provided email instructions proactively to reduce future effort.
Call Transcript18 turns · 19 lines
Speaker 1
Oh. Oh. Hi. Yes, this is Evan Patton. I'm calling. I have an open ticket number LTS 00132804. Oh, okay. Tell me exactly. what, uh, the, the issue is and I'll help you right away. It says there that uh, the error is uh, let, let me read it. It says here LSP uh report of the job details and here is your error status code, LTS 502 file
00:00
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 one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly, call back later. For out of warranty product, pay support option may be available depending on the issue. Hi, thank you for calling Linksys, this is Chi, how can I help you today? [silence]
00:00
Speaker 1
El-Lima call SAM, 0, 0, 1, 32, 804 yes. yes. yes. yes. yes. and and so after I hung up with the previous person I was talking to, I moved the Ethernet cable to a different port on my modem.
01:00
Speaker 2
i'm, sorry, can you repeat in, uh, the number, sir? ltm, sir. ltm. uh-huh. okay, let me just pull up your record, sir. just, uh, give me a couple of seconds, okay? okay, um, sir Evan Wright. okay, so, uh, your concern is about your W-H-W zero three, uh, is out internet connection?
01:00
Speaker 1
And then rebooted the parent node. I now have a solid teal blue light. Um, and so I think that that's working okay, but it still doesn't seem to be connecting. I plugged in the two child nodes. They're in the same room, and they are solid red right now. [silence] I I just plugged, I just plugged them in. So on my on on my Wi-Fi. Um, I see a Vellup setup B40, a Vellup setup B58 and a Vellup setup C2A. Okay.
02:00
Speaker 2
solid tried okay so when you plug in this two nodes here uh did you add it back to your network or you just plug it in okay so that means uh that this nodes are ready for setup so those um lights on the top of the nodes um
02:00
Speaker 1
Okay. How do I do that? I believe so. Yes. Although I don't yeah. Should I see the parent node under, um, uh, on on Wi-Fi or not. I don't see it, but it's blue, so I think it's working okay. Um, underneath my parent node, um, yeah, it's vel vel it's underscore V.
03:00
Speaker 2
that means that you still have to add this back to your setup. Yes. Okay, sir. So let me just check. You just reconfigure the parent node, you have it working again, right? So your parent node... Actually, yes, sir. Can you check underneath if you can see... underneath your parent notes sir, you have their, the Wi-Fi name or SSID.
03:00
Speaker 1
Yes. Yes. that does set, that does show up. Okay. okay. It's asking for a password. So is that my Wi-Fi password or the or the Linksys password? Ah, I see, I see, I see, okay. Good. All right. I got it, okay. Just very small print. uh, okay. I need, uh, I need more light, just me at the second,
04:00
Speaker 2
okay is that Wi-Fi name showing up on your list uh on the list of Wi-Fi networks uh uh okay so that's yeah sir so that's the Wi-Fi name of your languages if you will connect to that sir you will have a uh you will have your internet working again that's the default password chair same password you can see underneath your lynx d_links device
04:00
Speaker 1
OK, hey, what's up? Hey, tell 'em, spear it. Hello? Did I lose you? Are you still there? Ah, OK. OK. What do I need to do next? Yes. That's not what they told me. They told me it was they told me it was good all day. They said call back. It's covered. If I need to pay another $15, I'll pay another $15. Just tell me what I need to do, OK? about one meter. About one meter. I didn't understand what you said. [silence]
05:00
Speaker 2
yes sure yes yes yes yes yes yes yes hi okay yes yes yes yes yes yes yes yes yes yes sir it seems that you have avail the paid service earlier and sir unfortunately that's only a one time unless you support so this is a different concern oh yes sir yes okay sir I'll I'll I will provide you uh like a troubleshooting for this I know sir how far is this node right now or this child node? Sir. From the parent note. the other lengths of device is sir. one meter. this. Yes sir uh if you can remember sir the five press the previous technician asked you to do.
06:00
Speaker 1
You just said, could you repeat it please?
07:00
Speaker 2
[silence] yes sir [silence] the previous technician sir asked you to do the file test uh [silence] if you will do that sir [silence] you will be able to add your child note back to your network yes okay if you will just yes your child note sir uh study read uh reset button and press that five times. [silence]
07:00
Speaker 1
[silence] Excellent. Cool. Cool. Good. Good. Good. Good. Good. Okay. Okay. Great. Okay. And so. That that's fine. And then, uh, so once it's solid blue, then I can unplug it and plug it back in where it should go in my house and then it will reconnect. Okay. Excellent. Okay. Now. Okay. Excellent. And then one oh one final question. Um, I I had the links this uh, the Linksys a a custom name uh, with a a custom password. Can I reassign? How do I reassign that? Because it seems like I lost that.
08:00
Speaker 2
That's good, sir. That means that this is now trying to connect to your parent node. Okay. So, yes, sir. So just give it three to five minutes. After three to five minutes, sir, this node will go to a solid blue light. Anyway, sir, if you use... How about we wait for that one instead just to be sure. Yes. Yes, sir. Right after you plug it back to the place where you want to put this node, just give it, three minutes more. No need for you to do anything. Just wait for two to three minutes. Okay.
08:00
Speaker 1
excuse me I do. I've got the app on my phone. Yes. Yeah. Right, you're right. I am. Okay. Okay. Okay, good. Well, good. Okay, thank you. Goodbye. Okay. Thank you. Goodbye. [silence]
09:00
Speaker 2
do you have the app on your phone will it did you try installing the app in your phone? uh so you have your app working before this uh happens right? Okay, so you can still do it on the aptxr. Um, do you want me to send you the guy sure for the uh okay. I will also include sure the five press set up that we did. Okay so that in the case, you will need it on in the future. You'll be able to have it um on your email. Okay. You are yes, sir. Yes sir. Just give us a call and uh just provide the same ticket number.
09:00