V2 Rubric Detail — 39ce1c6e-68cb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:02
Duration
18m 40s
Contact
Chris Lawson
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133407
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the network

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall38.2% (+2.2)

V2 Grader Summary

The agent attempted to resolve the 2.4GHz/5GHz band separation request but failed to complete it due to login issues and lack of model-specific knowledge. While some troubleshooting steps were taken and ownership was maintained, the interaction lacked proper diagnostics, empathy, and technical accuracy regarding WHW03 v2 limitations, resulting in an unresolved outcome.

V1 Case Analysis

Customer with WHW03v2 Velop unable to log into router admin (default admin/admin) or change 2.4 GHz band; agent incorrectly advised recovery key from node label and suggested power-cycle. No resolution achieved.

Troubleshooting Steps
  • Sent a PIN to the customer's email for router login
  • Guided the customer to open http://192.168.1.1 in a browser and bypass security warning
  • Attempted default admin login (admin/admin)
  • Advised password reset using a recovery key from the parent node (incorrect guidance)
  • Suggested power-cycling the router/node
Key Observations
  • Agent provided materially incorrect guidance: WHW03 series does not use a physical 'recovery key' on the node label for password reset (per velop_mesh_compatibility.md).
  • Agent failed to verify firmware version compatibility across WHW03 nodes, which is critical for proper mesh operation (per velop_mesh_compatibility.md).
  • No mention of using the Linksys app, which is the standard method for managing WHW03 mesh settings, including band separation.
  • Call ended with a vague callback promise without confirming next steps or timeline.
Positive Highlights
  • Agent was polite and collected the customer's name and email for follow-up.
  • Agent attempted to send a PIN email to facilitate router login access.
  • Agent correctly identified the need to access the web interface at http://192.168.1.1 (per KB guidance).
  • Agent suggested a power-cycle, which is a valid first-step troubleshooting action.
Agent Errors / Gaps
  • Provided materially incorrect guidance: WHW03 series does not use a physical 'recovery key' on the node label for password reset.
  • Failed to recognize that WHW03 nodes must run the same firmware version (v1 or v2) to function together — a critical compatibility requirement.
  • Did not guide the customer to use the Linksys app, which is the primary interface for managing WHW03 mesh settings.
  • Ended the call without confirming a successful outcome or providing a clear next-step timeline.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the core request to separate 2.4GHz and 5GHz bands; call ended with a callback promise after failed login attempts and no configuration changes were made.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated steps to access router settings and reset password, but failed to diagnose band configuration or complete band separation; troubleshooting was incomplete and did not advance to actual settings modification.
R3 Partially Met Correct resolution path conf 85%
Agent correctly attempted to use the web interface for a WHW03 v2, but did not verify firmware compatibility or consider that WHW03 series may not support band steering separation as expected; path was reasonable but lacked technical depth for the model’s limitations.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask diagnostic questions about current WiFi settings, firmware version, or whether the nodes were on same firmware; jumped directly to login without assessing root cause of poor Ring device connectivity.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used email PIN tool appropriately, but failed to recognize that remote access tools or app-based management (e.g., Linksys app) might have been more effective; also did not use available KBs on WHW03 band separation limitations.
T3 Partially Met No misinformation conf 80%
Agent correctly provided 192.168.1.1 and default admin password, but did not confirm that WHW03 v2 firmware may not allow full band separation (only band steering), leading to incorrect expectation that SSIDs can be split — a known limitation per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and set a callback window, but did not clearly outline steps upfront or manage transitions smoothly when login failed; lost control during repeated login issues.
C2 Not Met Confirmed understanding conf 90%
Agent used terms like 'wire', 'PIN', 'recovery key' without explaining them; failed to confirm understanding when customer struggled with browser warnings and login steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the case, performed troubleshooting steps, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 90%
Agent provided a clear next step (power-cycle node) and a specific callback timeline (3–5 minutes).
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s frustration, repeated difficulties, or technical discomfort; remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace to customer’s confusion; continued with complex instructions despite customer’s repeated delays and need for clarification.
X3 Not Met Overall experience conf 90%
Customer was required to retrieve computer, check email, enter IP manually, and perform multiple steps that could have been streamlined with remote tools or clearer guidance.
Call Transcript34 turns · 36 lines
Speaker 1
Yeah, hi. So I've been trying to sort out. I have a Linksys uh system. Um, would you like the model number? Thank you. It is uh it is w HW 03 v2. Um uh I do. Um, this is just one of them so I uh there's Um, I've got several nodes. Um, the serial number is 20j2o m for mother.
00:00
Speaker 2
Welcome to linksys support to assure quality service. Your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling linksys. This is Josh, can I help? Yeah, sure, okay, you have the serial number?
00:00
Speaker 1
[KEEP_UNCERTAIN] [silence] I think that says D 9 7 95. [silence] I'd beg your pardon. [silence] Cruise speed. [silence] So, um, I've been trying to, um, uh, arrange so that I can change my, um, velup Linksys system, um, so that it's it all so that I can select all the nodes to work with a 2.4, um, wireless signal as opposed to five. [silence] Hello? Um, and I don't know how to do it.
01:00
Speaker 2
Hey, and who's your internet service provider? Who is your internet service provider? OK, so what's the reason why you're calling? OK. So, you wanted to have a
01:00
Speaker 1
Yeah, so basically I have six nodes around the house. They should all work pretty well. I mean, the house is reasonably big, but it's not that big. And I had some connectivity issues, even though, for instance, I have a Ring system, a security doorbell system, and that is very, very close, it's the other side of the window from the Ring system. So the distance is about a meter, and yet the connectivity to that Ring system is very, very poor. And I suspect that's down to the fact that the node is not configured correctly.
02:00
Speaker 2
uh here uh here it's not the no no share that we should because the child node share shares the same settings with the parent node uh what we're going to do here is we're going to search uh or the specific 2.4 uh network if it is on uh repeat of offband uh that is connected to the main site uh that could turn on.
02:00
Speaker 1
Okay. Okay. Yeah, it's uh Chris Davidson and the email address is Chris that's C-H-R-I-S at Lanslayerplace, all one word that's L for Lima, A for alpha, N for November, S for Sierra, D for Delta, L for Lima, A for alpha, Y for Yankee, E for Echo, R for roman, O for Oslo, Lanslayer and then place is P L A C E, P for Papa, Alpha, Lima, A for Alpha, C for Charlie, E for Echo.co.uk.
03:00
Speaker 2
We will access the settings of the router and then we will separate the network band, okay? So that's going to be yeah, we will set a name for the 2.4 and the 5G so that each network will broadcast its own name, okay? So, first thing first, can you provide me your full name and your email address?
03:00
Speaker 1
Correct. yeah. N for November. Lansdown. L A N D S Q W N. Thank you. Say again. I do. yeah, I do. Um, can you just bear with me? I'm just going to go and get the computer now. Okay.
04:00
Speaker 2
Lansdow m.m interested Lansdow m please.co.uk It's L A N S D O W M. Correct? Okay. All right. Thank you so much for clarifying that. So, nodes in total, right? You have six nodes in total? Okay. Can I uh, Do you have a computer? 'cause we have to access the settings using the router ear the computer. Yeah, sure. No prob.
04:00
Speaker 1
Hello. Yeah, so I have a computer in front of me now.
05:00
Speaker 2
uh yes sir okay and um yeah so you connect your computer to the Wi-Fi
05:00
Speaker 1
Yeah, I haven't had your email through yet. Do you just want to double-check your email address? Hang on a second.
06:00
Speaker 2
and I'll also try to get into your router settings, sir. So I sent a PIN to your email. Please check your email and tell me what's the PIN first. Yes, snapshot.co.uk. Can you check in this tab?
06:00
Speaker 1
[silence] Sorry, just sorry, just just bear with me. Sorry mine. [silence] I've had to come from a different place and and my computer's just trying to access the internet a minute. So just just bear with me one second. Sorry. Okay. Okay, so I've received your email, um, and your and the PIN, do you want the PIN number did you say? It's 5 2 1 6 9 9.
07:00
Speaker 2
So, yeah, did you receive the email?
07:00
Speaker 1
Sorry, when you say period, I'm really sorry. I'm not very good at technically. Oh, OK. A dot? 192, dots, yeah. 168, dot one dot, sorry. 1,1. OK. Um, login, admin.
08:00
Speaker 2
Please open up a browser and then type in the address bar 192.168.1.1. 192.168.1.1. 192 period 168 period 1 period 168.1.1. Yes.
08:00
Speaker 1
OK. It says click allow to confirm you're not a robot, um which I clicked and it now isn't moving, so I don't know what's going on. Uh I've got router network. Um Does it do you want me to log in or admin or what what do you want me to do? It says click on the button below to enter the admin interface. So log in. Why am I getting a warning when I try to access my router setting in browser? Many users trying to access router
09:00
Speaker 2
Okay, what do you have now? Yes. Yes. Login. What does it say now? [silence] There's an option to click on continue or advance. click advance. Okay, proceed to 192.168.1.1 and save. There's an option below to proceed to 192.168.1.1 and save, right?
09:00
Speaker 1
It's it's well, all it's saying is we can't visit 192.168.s 0.1 right now because the website sent scrambled credentials that Microsoft Edge can't progress. Would you like me to try using Chrome instead? Okay. So it's 192.168.s So it's 192.168.s It says blocking. So it says, I can bypass this warning. Google Chrome. Click advanced.
11:00
Speaker 2
Sure, go ahead. What's the option, sir? There's an option to bypass that warning page? Sir? You read all the information there's an option down below.
11:00
Speaker 1
okay. okay I'm in.'am i saying access v Unable to transcribe clearly] Okay. access I'm in. link And you're password
12:00
Speaker 2
All right, now, click on wire. Okay, type in your router password. Type in your router password here. Okay, type in admin, all lowercase, admin, all lowercase. If it will not work, then we will reset the password. [silence] All right, now, click on wire.
12:00
Speaker 1
Okay. That doesn't appear to have done anything. [silence] So [silence] I put in lowercase admin. I'll try it one more time. [silence] Now it's gone back to the same page where it says sign in, log in with your root password. [silence] Okay. So it says reset admin password. [silence] It's just waiting. [silence] And it says enter recovery key, a five digit key. It's from the what? The parent node.
13:00
Speaker 2
Will over case admin sir. Okay, then just reset the password, reset the password sir. It's from the parent node. Yes, you go to the parent node and check the pin.
13:00
Speaker 1
[KEEP_UNCERTAIN] How do I do that? I don't know what you're talking about. I'm sorry. Go to the node. Huh? What, in the app? Okay. Yeah, okay. And where is it going to be? [silence] Recovery key. I forgot you. It says, yeah, I found it. [silence] 5 0 1 6
14:00
Speaker 2
you go to the node and then check the pin, underneath. on the physical node itself. It's a...
14:00
Speaker 1
okay it says create a new admin password and hints okay and now it's saying unexpected error 2298. How do you refresh the page? Sorry, is it the little circle at the top? Okay. Uh it's now asking me to sign in. Do I put in my new router password that I just did?
15:00
Speaker 2
May I display cups? Yeah. Yeah. Yes, please.
16:00
Speaker 1
It's not doing anything it's just constantly going back to the sign in log in with your router password.
17:00
Speaker 2
Let's refresh or restart your router, sir. Unplug and replug the router. The laps node.
17:00
Speaker 1
I'm going to lose you, because I'm talking to you on Wi-Fi. OK. OK. Will do. I'll do that Mike. Thank you.
18:00
Speaker 2
okay I'll just call you back after 3-5 minutes. So, just unplug the Node then plug it back in. Wait for the uh Node to turn back solid blue. Hey Hello.
18:00