V2 Rubric Detail — 3e5b92e4-76d0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 11:13
Duration
16m 15s
Contact
James Jones
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135754
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol4.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall17.3% (-44.7)

V2 Grader Summary

The agent failed to follow KB-prescribed diagnostics for a solid-red LED, skipping modem/WAN checks and incorrectly advising that the default admin password is 'admin'. Because the agent never verified actual internet connectivity, the core issue remained unresolved.

V1 Case Analysis

Customer’s two WHW03V2 mesh nodes were stuck on solid red. Performed 5-press reset on parent node. After reset, parent showed solid turquoise/blue and child node changed from flashing orange/red to solid teal. Internet connectivity was not confirmed. Advised to use Linksys app with default admin password 'admin'.

Troubleshooting Steps
  • Collected model and serial numbers
  • Performed 5-press reset on the parent node
  • Monitored LED status and waited for child node to join
Key Observations
  • Agent failed to verify internet connectivity after mesh nodes appeared to reconnect (solid teal), which is a critical step per KB (universal_isp_modem_diagnostics.md, velop_wifi_connectivity.md).
  • Agent interrupted customer during serial number reading ([01:00]) and repeated requests for information unnecessarily, contributing to long silences and confusion.
  • Agent correctly applied the 5-press reset method for WHW03 series, which is appropriate per KB (universal_factory_reset.md, velop_router_setup.md).
  • Agent provided accurate default credentials and correctly explained the separation between the ISP-provided router and the Linksys mesh system.
  • Agent did not follow a logical troubleshooting flow — asked for personal information (name, email) in the middle of a critical reset sequence ([06:00]), breaking focus and efficiency.
Positive Highlights
  • Correctly identified the device family (WHW03) and applied the appropriate 5-press reset procedure per KB guidance.
  • Collected essential device information (model, serial) early in the call ([02:00]).
  • Provided accurate default credentials (MiWiFi R1, admin) and guidance on using the Linksys app for future management.
  • Correctly explained that the ISP-provided router (EE) is separate from the mesh system and should remain as the upstream gateway.
Agent Errors / Gaps
  • Did not verify internet connectivity after mesh reset — no confirmation that the nodes had actual internet access, only LED status ([13:00]).
  • Interrupted customer during serial number input ([01:00]), leading to confusion and repeated attempts.
  • Asked for customer name and email ([06:00]) in the middle of a critical troubleshooting step (waiting for LED change), disrupting the flow and causing unnecessary delay.
  • Did not summarize next steps clearly or confirm final outcome — ended call without verifying device internet access or guiding customer on final placement and configuration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent declared nodes online after reset but never verified internet connectivity or that the solid red issue was resolved; customer's core issue (no internet) remained unconfirmed.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only performed 5-press reset; skipped WAN cable check, modem status verification, and speed test as recommended in KB for solid red LED troubleshooting.
R3 Not Met Correct resolution path conf 95%
Chose reset-only path without isolating source (modem vs router); ignored KB-recommended steps (modem test, cable check, WAN status) for solid red node, making resolution path inappropriate.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to identify root cause; did not ask about cable connections, WAN status, or modem lights needed to isolate solid red LED per velop_wifi_connectivity.md and universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 100%
Did not use router web UI (192.168.1.1) to verify WAN status or run speed test, both required by KB for troubleshooting 'no internet' (solid red) symptoms.
T3 Not Met No misinformation conf 100%
Stated default router password is 'admin' for WHW03 V2; contradicted by universal_factory_reset.md and velop_wifi_connectivity.md, which specify admin password is Wi-Fi password printed on label.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call flow and gave instructions but lacked clear framing, expectations, and structured transitions; repeatedly asked for information without confirming next steps.
C2 Partially Met Confirmed understanding conf 85%
Used non-standard color terms ('teal', 'turquoise') but confirmed LED states with customer; some adaptation occurred despite imprecise language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on call and attempted fix but did not follow through to verify problem was truly fixed or offer follow-up options.
O2 Not Met Proactive follow-through conf 91%
No concrete next-step timeline or follow-up commitment given; agent said 'wait' without defining success criteria or verification step.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none clearly warranted at this stage; issue remained within L1 scope after reset attempt.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Offered generic reassurance ('Don't worry, sir...') but did not acknowledge customer frustration or repeat issues from prior failed attempts.
X2 Partially Met Tone & rapport conf 84%
Maintained steady pace and guided customer through steps; language was slightly scripted but engagement was sustained.
X3 Not Met Overall experience conf 92%
Made customer recite long serial/model numbers multiple times and repeat reset procedure unnecessarily, increasing effort without need.
Call Transcript28 turns · 30 lines
Speaker 1
That's a bit of a... Oh, the post-roll is... I have got two nodes that I bought, um, I'm trying to connect them to my... The things are just staying red, they're not, like, connecting to it. Yeah. Yeah, but I'm only going to set up two for now, because I don't need a third one, I don't think. Solid red. Yeah. Uh, EE.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thanks for calling Linksys, my name is Josh. How may I assist you today? Okay. I got it. I got it. I got it. I got this one, sir. So, just to confirm, you have three nodes in total. Is that correct? Okay. And what is the light on the parent node, the one that is more directly to the modem or internet source? Solid red. And may I know who's your [inaudible] got that one. And may I know who's your internet service provider?
00:00
Speaker 1
[silence] [silence] [silence] [silence] Yeah. [silence] serial number uh 20 j 20 m for mother 3 c a 5 2 2 0 Yeah.
01:00
Speaker 2
All right. All right. Don't worry, sir. I rest assure that don't worry, I rest assure that I will do everything I can to fix the issue. So, before we proceed, may I have the serial number of this main node.
01:00
Speaker 1
So after the M is M31 C with 52- 525- 520, so we go there. Cool. Yeah. Uh, W.H.W. 03V2. Yeah. Um, model number or name... Say that for us. Okay, I don't know what the model number of the when you say modem, you mean like my router, right? Yeah, correct. Oh, yeah, I think. Have you saw M31 C at 529? That's gonna save C-E-A-O. So that one. Okay. Let me check in here.
02:00
Speaker 2
All right. Yeah thank you so much for that one. Yeah that's the one that is input through here. And may also have the model number of this main node. Thank you so much for that one. So just to confirm this main node is currently plugged into your main node, sorry to the modem, correct? And may I know the model number of this modem?
02:00
Speaker 1
Ooh. Yeah, I've got the model, I've got the model, or I've got the serial number. Um, it doesn't give me a model number, but it gives me a model. So I'll just give you that? Okay, cool. B for Echo. R for Romeo, V for Victor. four six B for B for Bravo. Bravo. E for Echo. two four seven B for BRAVO uh dash H two dash F A
03:00
Speaker 2
[silence] device that which is the source of the internet, the one that was provided by EE? [silence] Yeah. [silence] That [silence] I just need the model number. [silence] Yeah. [silence] [music]
03:00
Speaker 1
I don't think I don't know my fanatic alphabet. Did you get off? Yeah, but there's a dash between the the B and the H2 as well. So it's B-H2-SA. Um could it be I can't use my phone? Yeah, test on the phone, Empress.
04:00
Speaker 2
Yes sir. and said just to verify the model number of your modem is E for echo R for Romeo W for Victor 46 B for Boy E for Edward 247 B again for Boy H for Hotel 1. 2 - S for Sam and A for Apple. Is that correct? All right. Thank you. Got that one. So uh do you have a computer there that we can use or check if the main node is broadcasting its own network? Yeah we can also test on your phone. So on your phone uh huh. So on your phone kindly go to its Wi-Fi or Wi-Fi settings and then
04:00
Speaker 1
Yeah. Yeah, no, that's there. Okay. 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93, 94, 95, 96, 97, 98, 99, 100, 101, 102, 103, 104, 105, 106, 107, 108, 109, 110, 111, 112, 113, 114, 115, 116, 117, 118, 119, 120, 121, 122, 123, 124, 125, 126, 127, 128, 129, 130, 131, 132, 133, 134, 135, 136, 137, 138, 139, 140, 141, 142, 143, 144, 145, 146, 147, 148, 149, 150, 151, 152, 153, 154, 155, 156, 157, 158, 159, 160, 161, 162, 163, 164, 165, 166, 167, 168, 169, 170, 171, 172, 173, 174, 175, 176, 177, 178, 179, 180, 181, 182, 183, 184, 185, 186, 187, 188, 189, 190, 191, 192, 193, 194, 195, 196, 197, 198, 199, 200, 201, 202, 203, 204, 205, 206, 207, 208, 209, 210, 211, 212, 213, 214, 215, 216, 217, 218, 219, 220, 221, 222, 223, 224, 225, 226, 227, 228, 229, 230, 231, 232, 233, 234, 235, 236, 237, 238, 239, 240, 241, 242, 243, 244, 245, 246, 247, 248, 249, 250, 251, 252, 253, 254, 255, 256, 257, 258, 259, 260, 261, 262, 263, 264, 265, 266, 267, 268, 269, 270, 271, 272, 273, 274, 275, 276, 277, 278, 279, 280, 281, 282, 283, 284, 285, 286, 287, 288, 289, 290, 291, 292, 293, 294, 295, 296, 297, 298, 299, 300, 301, 302, 303, 304, 305, 306, 307, 308, 309, 310, 311, 312, 313, 314, 315, 316, 317, 318, 319, 320, 321, 322, 323, 324, 325, 326, 327, 328, 329, 330, 331, 332, 333, 334, 335, 336, 337, 338, 339, 340, 341, 342, 343, 344, 345, 346, 347, 348, 349, 350, 351, 352, 353, 354, 355, 356, 357, 358, 359, 360, 361, 362, 363, 364, 365, 366, 367, 368, 369, 370, 371, 372, 373, 374, 375, 376, 377, 378, 379, 380, 381, 382, 383, 384, 385, 386, 387, 388, 389, 390, 391, 392, 393, 394, 395, 396, 397, 398, 399, 400, 401, 402, 403, 404, 405, 406, 407, 408, 409, 410, 411, 412, 413, 414, 415, 416, 417, 418, 419, 420, 421, 422, 423, 424, 425, 426, 427, 428, 429, 430, 431, 432, 433, 434, 435, 436, 437, 438, 439, 440, 441, 442, 443, 444, 445, 446, 447, 448, 449, 450, 451, 452, 453, 454, 455, 456, 457, 458, 459, 460, 461, 462, 463, 464, 465, 466, 467, 468, 469, 470, 471, 472, 473, 474, 475, 476, 477, 478, 479, 480, 481, 482, 483, 484, 485, 486, 487, 488, 489, 490, 491, 492, 493, 494, 495, 496, 497, 498, 499, 500, 501, 502, 503, 504, 505, 506, 507, 508, 509, 510, 511, 512, 513, 514, 515, 516, 517, 518, 519, 520, 521, 522, 523, 524, 525, 526, 527, 528, 529, 530, 531, 532, 533, 534, 535, 536, 537, 538, 539, 540, 541, 542, 543, 544, 545, 546, 547, 548, 549, 550, 551, 552, 553, 554, 555, 556, 557, 558, 559, 560, 561, 562, 563, 564, 565, 566, 567, 568, 569, 570, 571, 572, 573, 574, 575, 576, 577, 578, 579, 580, 581, 582, 583, 584, 585, 586, 587, 588, 589, 590, 591, 592, 593, 594, 595, 596, 597, 598, 599, 600, 601, 602, 603, 604, 605, 606, 607, 608, 609, 610, 611, 612, 613, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63. Um, it's called orange flashing lights, but that's from what I did. So, should I just do the reset again? Or should I just leave it there? Um, yeah, it's flashing or in. [silence]
05:00
Speaker 2
Okay, that's great to know. So let's now try to uh set up this main node. So, on the main node, kindly press the reset button five times within five seconds. So it's like press mm-hmm, press, release. Now, it should be like within five seconds, sir, so it's like press release, press release, press release. Uh, I'm sorry. Is it flash, is it flashing now on the main node? Hello, sir.
05:00
Speaker 1
[silence] Uh Yeah, it's uh James Jones. Uh J-O-N-E-S. Uh James-N-Jones@hotmail.com. [silence] Uh yeah. It's an N or N for November.
06:00
Speaker 2
Alright, that's fine. So for now, let's observe the light on that node for two to three minutes. All right. And yeah, while waiting or while observing the light on the main node. May I have your first and last name? And how do you spell your last name? [silence] All right. And what about your email address? So just to confirm your email address is your first name, which is James, then dash M dash your last name, which is Jones, and then @mail.com. So that's correct. Oh, I see. I see. Aha. That's great to know. However, let's wait for one to two minutes just to make sure that the light on the main node will stay on solid blue or solid teal. All right. Uh, by the way, sir, you can also now turn on the child node and also since this is for configuration, make sure the child node is placed next to the parent node.
06:00
Speaker 1
that one um as like a purple ish like a dark blue color yeah yeah yeah the main one's like a turquoise solid color purple yeah
08:00
Speaker 2
On the child node. Uh is it showing solid purple? I see. Got that one. So the light on the main node is still showing solid blue correct? All right. That's great to know. So again, the main node is already online or working. So what's the light again on the child node? Solid purple right? All right. So that means that the child node is also on setup mode. So again, sir on the main node, kindly press the reset button five times within five seconds.
08:00
Speaker 1
Right, so you want me to press on the main one again, yes, eh? Okay, so. Okay, there we are. It's um I'm flashing orange. Yellowish orange again. The other one. The other one's gone red now. Uh, so the main one is now turquoise again. And the other one, the child one is flashing red. Cool. Cool, okay.
09:00
Speaker 2
yes please [silence] all right. That's fine. That means uh-huh. So that means that uh-huh. So I'm sorry, the child node is now shown on flashing orange or flashing red, correct. [silence] All right. That's great. So, yeah now the child node is trying to reconnect or connect to the system. So let's wait for its light to turn to solid blue, the same as the main node. [silence] And by the way, the [silence]
09:00
Speaker 1
No, they were working fine before. But we changed Internet, so... It's still flashing red. Uh-huh. Okay. Nice. [silence]
10:00
Speaker 2
Yes. Is this the first time that you want to configure this nodes or they were working fine before? I see. Yes. Got this one, sir. Mhm. Got that one. And don't worry, that's actually normal since, again, the child node is still trying to reconnect or connect to the network. So, let's wait for another two to three minutes. Thank you. [silence] That's great Sir. That means that the child node is already connected to the network. However, to to be sure, let's wait for another minute, okay? Don't worry, after a minute, if the light on the child node will be still showing solid blue or teal, that's the time that you can already unplug it and relocate it back to its designated location. All right.
10:00
Speaker 1
yes [silence] um no, but is it, it's connected to my internet now is it? one [silence] [silence] [music] [music] [music] [music] yeah [music] come with names [music] at the end of my address
13:00
Speaker 2
[silence] Hello sir. Just to confirm the light on the child node is still showing solid teal, correct? All right. That should do it, so rest assured that we have managed to reset and reconfigure the nodes. Uh, by the way, would you like to personalize their wifi name and password? Yes, sir. So, yeah, rest assured that both of them are now online or working and again, if you don't want to change the wifi name and password, so the default name of the system is generic. How do you change the default name of the system? So eventually, you'll set it up on a new device. At the moment, it is-- it is the default name, ma'm, which is MiWiFi R one.
13:00
Speaker 1
whoa, it's the same pasword, is it what as well but the same password as my internet as well oh that's I need to say silly as you what I mean I got it so if i connect that down it'll just work sounds wild yeah.
14:00
Speaker 2
Yes sir, since the one that was provided by EE is not part of the mesh system. It has its own network and it has its own Wi-Fi password. Uh-huh. Yes sir. Again, your devices are already working. And by the way, since the again the main router is not part of the mesh system, the main node should always be wired directly to the main router.
14:00
Speaker 1
Right. So if I download the, um, the app, will I have to set it all up or was it okay? It just works for the way. uh is the username, is it? Absolutely. Right. Yeah. Awesome. Thank you very much, but, um, yeah, awesome. That's great. I've been trying to fix some old lanes, just
15:00
Speaker 2
Uh huh. Yeah. Uh you can if you want to manage the system using the app. Yeah, you can just log in into the Linksys app using the router password and by default the password is "admin" all in lowercase, like "a" "dmin" and also if if you want. Yes, sir. That's the default router password. Again router password and the Wi-Fi password are different from each other. So So again rest assured that your devices are already working and all you have to do is connect your client devices like phones, computers or or laptop then they should be good to go.
15:00
Speaker 1
spending like now. But, uh, yeah, no, thank you so much, bud.
16:00
Speaker 2
no, Arthur. You're most welcome. And thank you again for calling Linksys. If you need further assistance in the future, feel free to give us a call. You have a great day, sir. Bye.
16:00