V2 Rubric Detail — 39ec82e2-7fb6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 19:00
Duration
23m 50s
Contact
347-854-6025
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137132
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the main node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp2.50/5
Overall68.5% (-11.4)

V2 Grader Summary

The agent successfully resolved the mesh extender issue using the correct 5-press reset method for the WHW03V2, resulting in confirmed customer satisfaction. However, the interaction suffered from disorganized troubleshooting execution, poor case continuity (failing to reference prior contact), and communication gaps that led to unnecessary customer effort and confusion. No critical failures (auto-zero) occurred.

V1 Case Analysis

WHW03V2 child node not pairing; performed factory reset and 5-press pairing on main node; node achieved solid blue light and customer confirmed system working.

Troubleshooting Steps
  • Instructed to place the child node near the main node (within 5 ft).
  • Guided through factory reset of the child node by pressing and holding the reset button until the LED turned off.
  • Advised using the 5-press method on the main node to trigger automatic pairing.
  • Monitored LED status changes and confirmed solid blue indication of successful pairing.
Key Observations
  • Agent correctly used the 5-press pairing method for a WHW03V2, which is supported per KB.
  • Agent correctly instructed a factory reset of the child node by holding the reset button until the LED turned off.
  • The call contained several repetitions and unclear phrasing, causing customer confusion about which device to reset and the current LED state.
  • Agent did not perform a final connectivity test (e.g., internet access) after the node showed solid blue.
  • Agent correctly avoided reliance on the mobile app and provided clear local-only steps.
Positive Highlights
  • Accurately identified and applied the correct 5-press pairing method for the WHW03V2 model.
  • Correctly guided the customer through a proper factory reset of the child node.
  • Collected serial number and email, and opened a support ticket for tracking.
  • Avoided reliance on the mobile app and provided clear, local-only troubleshooting steps.
Agent Errors / Gaps
  • Communication was occasionally vague and repetitive, causing the customer to repeat steps and question the process.
  • Did not explicitly verify internet connectivity after the node showed solid blue, leaving resolution unconfirmed.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at end: 'Everything seems to be set up and running smoothly.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset and 5-press procedure but lost track of device states and gave conflicting instructions (e.g., when to release reset button), indicating disorganized execution.
R3 Met Correct resolution path conf 95%
WHW03V2 is a Velop mesh node; 5-press method on parent is correct per KB. Agent selected appropriate path without misdiagnosing warranty or support level.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (flashing red/green light) and attempted reset, but failed to establish a clear diagnostic sequence — repeatedly asked for light status without linking it to next steps logically.
T2 Met Appropriate tools / resources used conf 90%
No remote tools were needed; physical reset and 5-press method were appropriate for mesh pairing issue. Agent used correct manual procedures.
T3 Met No misinformation conf 90%
Agent correctly identified WHW03V2 as 5-press compatible and provided correct procedure (reset child, 5-press parent, keep within 5ft). Non-standard terms ('booster', 'childhole') were ASR/colloquial and did not cause technical error; app-usage guidance aligned with KB alternatives.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to frame interaction, had multiple unexplained silences, and repeated prompts without clarity, indicating weak call structure.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not confirm understanding, used inconsistent terminology ('booster', 'childhole'), and did not adjust when customer showed confusion about light changes.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, performed full troubleshooting, did not transfer, and saw issue to resolution.
O2 Partially Met Proactive follow-through conf 75%
Agent gave vague timelines ('3 minutes max', '30 minutes max') but did not specify who was responsible for follow-up or how customer would know resolution was complete.
O3 Not Met Closure confirmation conf 90%
Customer said 'calling again' and referenced prior setup, but agent did not reference any prior case, steps, or history — treated as new contact despite repeat context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and thanked customer, but did not acknowledge frustration from repeated setup attempts or prior contact — missed empathy opportunity.
X2 Partially Met Tone & rapport conf 75%
Agent maintained pace but did not adapt to customer’s visible confusion about light states or app status — continued with instructions without checking comprehension.
X3 Partially Met Overall experience conf 80%
Customer had to repeat reset attempts multiple times due to unclear instructions (e.g., when light turned green during reset), increasing effort unnecessarily.
Call Transcript38 turns · 43 lines
Speaker 1
Hi, uh, I'm just calling because I'm having some difficulty with my Wi-Fi extenders. Yeah, give me one second. So, the model number for this one is WH W03V2.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while and support products will have self help options are available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. This is May. How can I help you? [ silence ] And what's the model number? And what seems to be the problem? Is it that?
00:00
Speaker 1
So, we just got new Wi-Fi. We used to have Verizon. We just recently switched to T-Mobile. Um, and we have two Wi-Fi extenders. One of them is downstairs and one of them is upstairs. I believe the downstairs one is all good to go because that one is connected with a wire to the T-Mobile modem. Um, the upstairs one, I set it up, I reconnected it through the app. Um, it said set up complete and that I can move it now and I brought it back upstairs and the light seems to be green. Um, and in the app, it, like I see the router and the two, um, mesh, the extenders, but it doesn't say anything for signal strength. So, and the light is green. So, I'm I'm not sure if that means it's all set up and it's working now or if there's anything else I have to do. [silence] Okay. Di you're referring to the upstairs one? Take it within five feet of the downstairs one. Okay, yeah, I did that and then I followed the instructions through the app. I removed it through the app and then I added it back. Um to our new Wi-Fi. I also changed that in the app. I did all that. Um, and then it said setup complete and that I can now change the location of the extender and that's what I did. So now it's upstairs but the light was flashing red for a bit and then it was flashing blue and now it's just a steady green. So I'm not sure what to do now.
01:00
Speaker 2
got it if that's the case the main one is indeed online up and running and all you need to do is to add this extender back online so place the child node for the meantime right beside the main node within 5 [silence] mhm [silence]
02:00
Speaker 1
It's blinking red now, but literally 10 seconds ago, it was just green. Okay. it OK. Okay. Okay.
03:00
Speaker 2
once it's near by the main node you need to make sure it's on setup mode what's the light indicator of the extender now on top blinking red what's the color so at this point press and hold the reset button of that extender keep holding it until the light on top goes off let go after it
03:00
Speaker 1
still holding it it went it was blinking red and then it turned green should I let go or should I keep it keep holding it [silence] Okay press and hold it again I think the light I think it's off now should I still press it again okay and now on the app it says it's offline
04:00
Speaker 2
All right, let's go. I use instead a sharp pointed object to press the reset button. Hold again. No need, um, no need to use the app to add this one by the way. So just let me know once this extendo booster has a steady purple light on top.
04:00
Speaker 1
Okay, it's kind of flashing like a dark blue right now. Okay, now it's red. Hum Oh that upstairs one?
05:00
Speaker 2
Once it's staying, uh, purple right now, not flashing anymore, go to the main node, the one that is working fine, press its reset button five times. Press, release, press, release, press, release five times. And it should be done on the main node. They're both right next to each other right, within five feet the extender is powered on. So the five press reset should be done on the main node, because it will auto scan nearby links and it will add it within three minutes. So press the reset button on the main node five times.
06:00
Speaker 1
s again? Okay, I just go to the downstairs one, and press the button five times. Okay, the downstairs one, the light is green. Is that fine? Hello? Hell oh? The the green light is fine. I should still press the reset button five times.
07:00
Speaker 2
no, no, and addition, no need, just leave it where it's right now where it's and you did it already right?
07:00
Speaker 1
No, I didn't do it on the main node yet. The upstairs child node, um, I just left it red. I'm downstairs now at the main node. And the main node is green. Um, I'll check one more time. When I left it, it was red. Okay. Okay, I'm bringing this one down I guess.
08:00
Speaker 2
the main node or not yet? uh no need to do anything on the child node by the way Is it flashing green now or purple the child node? okay Yep main node should be always green and pardon what's the light indicator of the child node? Uhh actually you need to unplug the extender for the meantime and place it within five feet from the main node you're still on setup mode therefore both must be nearby each other
08:00
Speaker 1
Okay, so, the two main nodes are downstairs now and they're both plugged in. What should I do now? Okay. Okay. So, right now it's blinking a dark blue. [silence]
09:00
Speaker 2
All good. The booster must be right next to the main node for now. Okay, let's wait until this booster will blink blue. You need to press and hold the reset button. After of the booster.
09:00
Speaker 1
Okay. Okay. The light is off and I let go of the button. Do you need the email for the account? The lynx fees account? Okay. My email is KOFIFIFaog31H@
10:00
Speaker 2
Okay, press and hold now the reset button on the child node and keep holding it until the light goes off. Okay, and just... and you're looking for light to turn purple? and we'll just wait for that child node to have a solid purple light. And while we're waiting, I need to create a ticket here for you with your email address. It's not necessary. Just any active email will do.
10:00
Speaker 1
Gmail dot com. I can spell that for you. T as in Tom. A as in apple. U as in umbrella. S as in Sam. I as in Inglu. S as in Frank. A as in apple. H as in Harry. A as in apple. Q as in Queen. U as in umbrella. E as in elephant. 318 at gmail.com. FAQ. Tausifa Hawk. Same as in the email. T-A-U-S-I-F-A. Last name is H-A-U-Q-E. [silence] It's flashing a dark blue.
11:00
Speaker 2
And what's your first name and last name? [silence] Okay. All right. [silence]
11:00
Speaker 1
Oh, now it's red. Okay. Okay. Okay, done. I did that. Now the main node is orange, flashing orange. Yeah, the main node, top main node is green and the child node is flashing red.
12:00
Speaker 2
Okay. All right and go to the main H2 and press its reset button, 5x. Press, release, press, release, press, release. Okay. And once it will lit up blue, the child node will start flashing purple. Okay, it's now trying to pair, there. Any have the terminal on.
12:00
Speaker 1
Ah the main node, yes. Okay, this serial number is 20 jack 20 60 88 30 942. Uh the new one is T Mobile. T Mobile. It used to be. Okay, yeah, it's the main.
13:00
Speaker 2
okay I used to service provider. Who is it? I used to [interested in] that childhole will just take 3 minutes for it to pair. It's still trying to
13:00
Speaker 1
The main node is still green and the child node is flashing red still.
14:00
Speaker 2
flashing? Okay? Anytime it will turn to study blow.
14:00
Speaker 1
Oh, it's a solid green. Okay, it's red now. Okay, so I can unplug it and take it upstairs now. Okay, so I'm moving the child's nose now.
15:00
Speaker 2
Done. The child node there is it solid blue now? Or it will go back to red real quick and will light up again. Solid blue. Once it will light up again blue that means it's already connected. All you need to do is to relocate the extender back to its original location. No need to do anything. Just power it on, it will boot up again. 30 minutes max and it will go back to solid blue after.
15:00
Speaker 1
Okay. Plugging it in upstairs now. Okay, it's plugged in upstairs. And I believe it's a solid dark blue right now or it might be flashing dark blue. OK, got it. And in the app, it still says the child mode is offline. Should I be doing anything in the app? OK, got it. [silence] OK, it's red now, flashing red.
16:00
Speaker 2
Again, it will blink three minutes max. No need, just first close your app now. We did the other way around, not using the app, so no need to open the app. [silence]
17:00
Speaker 1
[ silence ] Okay, maybe solid green now. Okay, yeah, it's red now. Okay, yeah. Yeah, now it's steady, or it's green. [silence] Oh, no, that was my only concern. Um, and now the light is a dark... Okay, it was flashing blue, a dark blue, and now it turned green again. So it's an intermittent flashing between, and then it just was staying green. Yeah. Okay. Proceeding with the caution? You're performing medicine on this? That is correct. Okay. That is a green light.
18:00
Speaker 2
It will go back red again once it back there, staying blue now once you put. Okay. That means it's already connected to Zipa. Aside from adding the child's Note, do you have any other concern or that's it only? Okay. Green, or blue. That means it's already connected online.
19:00
Speaker 1
Okay, and should that be reflected in the app now that it's all fixed? Okay, perfect. And, um, I'm also seeing in the app. Um, it shows, so when I go to nodes in the linky app, it says router and then child node 2 and child node 2. And for signal strength, there's sometimes like, an arrow, two arrows on the right and left side and then three dots in the middle, um, for signal strength. When it says that, what should I do?
20:00
Speaker 2
That will appear now online on the app if you're logged in using your router password, not the account. [silence] Ah, that's okay. That's just a symbol. That's the word symbol the node is connected to the word if it's uh showing the wi-fi icon, that means
20:00
Speaker 1
okay and if I do see that for, like, the child nodes or anything like that, um, should I be doing anything or should I just leave
21:00
Speaker 2
the child node is connected via Wi-Fi so that should all a correct itself that symbol that should not take any well there should be no problem when it comes to Wi-Fi though the status on the app is like that it's only on the linksist app displaying it as wired for the meantime but that will change the one that has the dots and parentheses that should be the main node since the main node is wired the rest if you had it wirelessly plug in only to the outlet then it will have a Wi-Fi symbol Um That should be already connected now. Fully connected. No need to [silence]
21:00
Speaker 1
And then bring it back upstairs? Okay, got it. Okay, got it. Um, okay, I think that's all for now. Everything seems to be set up and running smoothly. Um, if I need anything else, I can call back at a later time. Okay, thank you so much. I appreciate your patience. Thank you. Bye.
23:00
Speaker 2
Uh-huh. Yep, that's how it works. Even though you plug in the two or three or five child nodes as long as all within five feet from the main node, it will connect. At the same time. Okay, alright then. Thank you for calling again the Sifa. Bye for now. You're welcome. Bye-bye.
23:00