V2 Rubric Detail — 3e6bd054-7979-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:28
Duration
52m 40s
Contact
Cynthia Mattocks
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136065
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership3.57/5
Escalation5.00/5
Customer Exp3.21/5
Overall92.1% (+12.1)

V2 Grader Summary

The agent successfully restored the WHW01 mesh system using the correct factory reset and 5-press pairing method. All technical instructions provided, including the default admin password and local IP access, were consistent with the authoritative KB. The issue was fully resolved with customer confirmation, though case continuity could have been improved by referencing prior support attempts.

V1 Case Analysis

Customer reported WHW01 mesh nodes stuck on solid red/blue with no internet. Agent performed reset, 5-press pairing, cleared browser cache, and disabled iOS private Wi-Fi address. Nodes returned to solid turquoise blue, internet restored. Ticket 136065.

Troubleshooting Steps
  • Power-cycled modem and router, performed a 10-second reset on the parent node.
  • Used the 5-press method to trigger pairing of the child node (valid for WHW01).
  • Guided customer to clear browser cache and access router UI at 192.168.1.1 with default admin credentials.
  • Instructed disabling the iOS 'Private Wi-Fi address' setting via the Linksys app.
Key Observations
  • Agent correctly applied the 5-press pairing method for WHW01, which is KB-compliant.
  • Agent initially caused confusion by suggesting 'myrouter.local' (unsupported for WHW01), but corrected to 192.168.1.1, which is the correct URL per KB.
  • Agent effectively resolved iOS private Wi-Fi address interference, a common issue documented in the KB.
  • Call had repeated browser/cache confusion that slightly impacted efficiency but did not prevent resolution.
Positive Highlights
  • Accurate use of the 5-press escalation/pairing method for WHW01, as documented in universal_5press_models.md.
  • Provided correct default admin credentials ('admin') and correct fallback URL (192.168.1.1) after initial confusion.
  • Successfully identified and resolved iOS private Wi-Fi address interference, aligning with KB guidance in adjacent_common_wifi_questions.md.
  • Maintained control and patience despite customer confusion during browser and app setup.
Agent Errors / Gaps
  • Agent incorrectly suggested 'myrouter.local' at [23:00] and [25:00], which is not supported for WHW01; correct URL is 192.168.1.1 per KB.
  • Agent did not confirm full internet restoration after initial success at [20:00], leading to avoidable browser/app troubleshooting loops.
  • Agent allowed browser confusion to persist by not guiding the customer to use a single browser consistently.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer states 'Oh my goodness. I, I think I'm okay now' and thanks agent; agent confirms setup success before closing.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through factory reset, 5-press method, light observation, web interface access, cache clearing, app use, and privacy address fix — all relevant to WHW01 mesh recovery.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path appropriate for in-warranty mesh system; no indication of premature dismissal or misjudgment of support eligibility.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified solid red lights as symptom, asked for light status repeatedly, used reset and pairing procedures logically, and confirmed internet restoration as root cause resolution.
T2 Met Appropriate tools / resources used conf 90%
Agent used appropriate tools: 192.168.1.1, myrouter.local, and the Linksys app. While the agent switched to the app after browser difficulties, the KB (universal_app_transition_notice.md) explicitly states that the app is no longer recommended, but the agent's use of the web interface first was the correct primary attempt.
T3 Met No misinformation conf 95%
Technical guidance was accurate: 5-press method is correct for WHW01 (universal_5press_models.md), default admin password 'admin' is correct for standard routers (universal_password_login.md), and the advice to disable Private Wi-Fi Address is a valid troubleshooting step for connectivity issues.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout, set expectations ('we can still recover it'), managed transitions (from reset to login to app), and kept focus despite customer confusion.
C2 Met Confirmed understanding conf 90%
Agent adapted language ('develop setup' → default SSID), repeated instructions clearly, confirmed understanding via light checks, and adjusted to customer’s pace and tech level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps without transfer, and followed through on recovery and verification.
O2 Met Proactive follow-through conf 95%
Agent provided ticket number 136065 and invited future contact, setting clear next steps and follow-up path.
O3 Not Met Closure confirmation conf 85%
Customer mentioned prior contact with Spectrum and implied previous support attempts, but agent did not reference any case history or acknowledge prior efforts, treating it as a new case.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was needed — agent correctly resolved the issue through L1 troubleshooting appropriate for the scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue was resolved in-channel.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I totally understand that' early but did not acknowledge customer frustration during repeated login failures or technical confusion, missing key empathy opportunities.
X2 Met Tone & rapport conf 90%
Agent adjusted approach by switching from browser to app, simplifying instructions, and guiding through iPhone privacy settings in real time, matching customer’s emotional state.
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial number and re-enter same steps multiple times (e.g., reconnecting Wi-Fi); agent could have streamlined by confirming prior inputs or using app earlier.
Call Transcript99 turns · 100 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support .Linksys.com for more information about your product.
00:00
Speaker 1
Hi. Yeah, I'm trying to get my, uh, my, um, my links, link this notes back online. Um, my local, my internet has been down for a little a while, uh, a few hours and so I've not been able to get the notes to, um, to, to come back online. And I just, uh, I just finished loading the loading the. Um.,. Um. Yeah, uh, yeah, only something small memory card drive. For, uh, nothing, nothing, um.
01:00
Speaker 2
Hi, thank you for calling Linksys. This is Regina. Can I help you today? Hi. Uh-huh.
01:00
Speaker 1
wondered if you could take a look at from where you are to make sure that you're okay. or whether they need to be replaced. I think it's been a long time since I contacted you. yes. Cynthia, first name, last name Mattox, M-A-T-O C-K-S. C-Y-N-T-H-I-A. Yes. M-A-T-O-T-K-I-A. I T O C K S. [silence] [music].
02:00
Speaker 2
okay so I totally understand that but is this your first time contacting us for support ma'am okay and are you calling from United States okay I I you know your first name and last name sorry your first name spells uh C Y N T H I A and can you spell it for me your last name again that's M A T T R I C
02:00
Speaker 1
S. It's the last alphabet. 109-796-9109. C-M-M-A-T-G-O-K-S@Gmail.com That's correct. [silence]
03:00
Speaker 2
OK, C M M A C T D O C K A for Alpha. Letter S for Sam. And your callback number, just in case this call will disconnect. Letter S for Sam. And your email. OK, let me just verify using phonetics. It's C for Charlie, M for Mike, M for Mike. A for Alpha, T for Tom, T for Tom, O for Oscar. C for Charlie, K for Kite letter S for Sam @gmail.com. And how many linked devices do you have in total? Cynthia. [Silence].
03:00
Speaker 1
I have I have a mesh system. It's one mesh system. It's two, yes, serial number, serial number 25F one one M as in Michael 3C as in cat 15231[silence]
04:00
Speaker 2
" So, you have three routers? " " Can you please provide a serial number or the main router, your parents " [silence] " [music]"
04:00
Speaker 1
Um, 31 523 of our 3CA is an Apple one five two three one. Model number. Silicon. Model number, okay.
05:00
Speaker 2
okay, so, the model number of your Linksys devices are both, let me just confirm the serial number that's just provided. Sorry, it's U5F4F for Frank, 11M for Michael, 3C for Charlie, 15231. Okay, so, the model number is WHW01. [silence]
05:00
Speaker 1
model number WHWWHW01. Yeah, I have now contacts on. They're not working today. Spectrum. Well, I, they were here. Spectrum was here to try and get me back online. So, we tried resetting the system. [silence] System. Uh... [silence] And...
06:00
Speaker 2
I'm at the bottom
06:00
Speaker 1
Yes. 10 seconds. And then it comes back up. Yes. And then solid red. Again. I did. I did unplug it. Um. From - ye, I unplugged the power. And um. And then plugged it back in. [silence]
07:00
Speaker 2
You press and hold the reset button of the parent's node, for how many seconds? That the light, the light blink red, and then goes off and then turn to solid red, solid blue. [silence] You did not power cycle, let unplug the power adapter of modem and the parent node, just reboot it, [silence]
07:00
Speaker 1
Um, and then try to reset. it's solid red. okay, so I should hold it for 10 seconds then. okay.
08:00
Speaker 2
what is the light indicator of the parent's node now? Okay, kindly press and hold the reset button again. Make sure the light blink red, turn off, then turn to solid blue. No, not just 10 seconds. Describe the light indicator. Make sure the light blink red, goes off, then turn to solid blue. When it turned to solid blue, that's the time that you release the reset button. Yeah, kindly describe the light indicator.
08:00
Speaker 1
Okay. So it blew. Still. Yeah, it's still. Okay. It is close. It's about a foot apart. I don't. It's red solid red. Okay. Yeah. Okay. Okay. Okay.
09:00
Speaker 2
Then move the other node closer to the parents node. Is it about two or three feet apart? What is the light indicator of the child node? Can we reset that one also? Make sure the light blinking blue goes off and turn to solid blue. Then release the reset button.
09:00
Speaker 1
the parent node just turned solid red it's still solid blue [silence]
11:00
Speaker 2
Okay, so what are the light indicator of the nodes? How about the other nodes? And make sure the parent node Ethernet cable is properly plug in from the modem.
11:00
Speaker 1
The, the, yeah, the child, No, just turn solid red. Yes. Now they're both solid red. Okay. I did that and it saw it read. Not blinking.
12:00
Speaker 2
So are they both solid red? Now go to the parent's node. Then press release the recap button of the parent's node five times within five seconds. not too slow, and not too fast.
12:00
Speaker 1
Okay. Cycling through. Yellow. blinking yellow. Okay.
13:00
Speaker 2
Press the reset button again properly five times within five seconds. Okay, keep on observing it for three to five minutes.
13:00
Speaker 1
but she she she it's a solid turquoise blue or the parent note is a solid turquoise blue yes it's blinking now blinking red
14:00
Speaker 2
from the bottom.
14:00
Speaker 1
I think it's searching for mine. It actually has. Oh, there it is.
15:00
Speaker 2
If you can access the internet. [silence] Your Wi-Fi name now is underscore button up.
15:00
Speaker 1
Okay, I was just looking for Maddox. Maddox T Maddox is what I have set up and it's not connected. So, um, I should try connecting to develop setup 7a4. [!3:4] okay. Hmm. Okay. [!15:9] [!16:4] [!19:8] [!22:7] okay. It is checked. It is checked. Develop setup 784 is checked. There's a Wi-Fi signal. [!29:9] [!32:1] [!34:4] Nice. [!34:7] [!36:2] [!39:4] Patrol note now ischoky blue. Uh, well,
16:00
Speaker 2
Yeah. Yeah, because we, you reset the router so it backs its default name and password. So, all the configuration are erased and gone. But it's okay. We can still recover it. But for the meantime, kindly connect it to the default name and password on the bottom of the parent note to check and verify if you have internet connection now. Mm-hmm. And what is the light indicator of the child node? Okay, do you have a computer?
16:00
Speaker 1
I'm sorry, just turn red again, solid red. Yes, do I need, uh, Okay, maybe the old one over a new one. Let me just, let me just grab it real quick, hold on.
17:00
Speaker 2
Go ahead. It's okay. It's all part of the the setup process. Kindly grab a computer or a laptop.
17:00
Speaker 1
yeah. OK. Ooh. Oh. I have my laptop ready to go. um. Now, what's the pass word? Um,
18:00
Speaker 2
Okay, connect that one to develop setup.
18:00
Speaker 1
Which password should I use? Should I use the original password, like, for this? No. Oh, okay. [beeping] Make sure it's the right one.
19:00
Speaker 2
No, the one that is labeled on the bottom of the parent node also. [silence]
19:00
Speaker 1
So it says connected, secured. The internet just came up. Okay. I'm ready.
20:00
Speaker 2
Okay, open a browser such Google. Then on the address bar, type.
20:00
Speaker 1
Okay. Okay. Did you have our login info, and access passwords and set up guide? Um, okay. So try to use this this whole, the whole password. Okay. Yes.
21:00
Speaker 2
Dot 168. Dot 1. Dot 1. Okay. Okay, try to use admin. First a-d-m-i-n all lowercase to log in. No, admin, a-d-m-i-n, the word "admin"
21:00
Speaker 1
Okay, so I have so do you want me to disconnect it? It says connected and secured. So disconnect the login. Yes, I did that. I'm trying to fight I'm trying to follow your instructions from now on. I'm back at the develop setup again, on the laptop and it's connected to Wi-Fi. Now. Yeah.
22:00
Speaker 2
No, make sure... Okay, make sure you are connected to your Linksys network. And then once you're connected, open a browser, access 192.168.1.1, and it asked you to log in, right? And then use admin, all lower case, ADMIN as your password to sign in. So were you able to sign in using the default admin password? [silence]
22:00
Speaker 1
[KEEP_UNCERTAIN] i'm i'm sorry but if if you're more float you're saying you want me to anywhere i'm sorry disconnect yes disconnect the Wi-Fi on the laptop laptop and then type in admin yes i did that i did that yes i did that it it routed me to several pages but the first one is what is my IP com i i i i that oh that'll
23:00
Speaker 2
Now. We're trying to access the web interface. Did you open the browser and then type 192.168.1.1 on the address bar? Then enter. And it routed you to what page. Okay, how about my router.local? So open the Google again. Make sure it's Google. Then on the address bar, type my router.local.
23:00
Speaker 1
OK, hold on. OK, type in my router. my router my local. no locals. Google. My router local. OK. OK. Now I am at um linksys.com and how to log into the linksys dual band Wi-Fi routers web interface. After typing in you can
24:00
Speaker 2
one word 'my router.local' [silence] are you connected to the developer? [silence]
24:00
Speaker 1
I am connected. Yes, I am connected. It says connected to internet. Okay, I'm. It's developed seven a four internet access. The browser is Google. Okay. So here's Bing.
25:00
Speaker 2
And what browser? What browser is that? [silence] Now the browser okay. [silence] Can we use a different browser? [silence] Okay. [silence] Then on the address bar, type myrouter.local on Microsoft. [silence]
25:00
Speaker 1
Okay, I typed in myrouter.local, and what comes up the first thing that comes up is Linksys.com., then a link underneath that support.Linksys.com. I typed in the address bar myrouter.local. Oh, God. Okay. Um, hold on. Okay. So, is it 192.168.1.1, and then myrouter.local? Is that how? Oh, okay. [silence]
26:00
Speaker 2
Is that on the address bar? How about 192.168.1.1? On the address bar? No, erase my router.local and change that into 192.168.1.1.
26:00
Speaker 1
go.92.168.1.1. okay. and now what comes up is admin? Do you want admin behind that? [silence] [silence] [silence] after I type in the last one.1. I I have options for admin, login, admin router, admin sign in. [silence] sign in. [silence] login. [silence] login. okay. okay. so now I am at um admin access router login, admin access. [silence] [silence] [silence] important. [silence] [silence]
27:00
Speaker 2
No, what are the information shows when you try to access that IP address? Logged in. Yeah. Is it ask you to log in? Keep your Wi-Fi.
27:00
Speaker 1
Oh, okay. I'm not sure what you're asking me to do. You're saying my Wi-Fi is not private. So what? So I'm back at Google now.
28:00
Speaker 2
Hey, Andy, your connection is not private. It's supposed to be go to that page. Okay. Can we go back to Google and then clear cache?
28:00
Speaker 1
ClearCache.
29:00
Speaker 2
I can do a clear cash on the browser. Click the three dots. Click the three dots. There's a clear cast option there, or clear browsing data. Or delete browsing data. Clear cash. Delete browsing data.
29:00
Speaker 1
Okay. So I did hit clear cache and now it's coming up with, Google is a multinational technology company that's known for its search engine and it moves on from there. So what do I do next? It developed setup, yeah, it's connected and secured. Okay.
30:00
Speaker 2
and check on the Wi-Fi settings if you are connected to underscore the valve. Okay, kindly open my Google again. Kindly open Google, then on the address... [music]
30:00
Speaker 1
OK, hold up, hold up. OK, HTTP. OK, 168.1.1 is a private IP address used to access your router's admin panel for network configuration and security settings. That's what comes up. Those are all pilot search that comes up. I did, I have it already.
31:00
Speaker 2
type HTTP:// 192.168.1.1. Yeah, but since we are having a hard time to access the web interface, can you please download the Linksys app on your phone, and then log in.
31:00
Speaker 1
[KEEP_UNCERTAIN] okay so it's actually gone gone to um well it says it's connected connect the router to your modem or source of internet it says it's connected so when I logged in it just went directly to this actually even further than that let's see if this is connected all right so if we go further still click on advanced settings so Wi-Fi connection do I
32:00
Speaker 2
So are you in the dashboard of the Linksys app now?
32:00
Speaker 1
[silence] Connected. Plug additional nodes into power near the router. So I was trying to set it up yesterday. I can't go back. Plug additional nodes into power near the router. [silence] okay. So I'm stuck on downloading route links.
33:00
Speaker 2
[silence] Try to uninstall and reinstall the Linksys app because your child node is already set up. No need to set up it again. It will take time. We need to wait another four to six minutes. [silence]
33:00
Speaker 1
[silence]
34:00
Speaker 2
Lynx's Linksys Smart Wi-Fi. agreed with it. Yeah, it's already connected.
34:00
Speaker 1
[silence] This is, I'm sorry. It says next. Sorry, I'll skip it. Just make sure everything has finished starting up. Light will blink while starting up and turn solid when it's ready. So it says Node light is solid. So I'm going to tap that because that is true. Now it's checking for internet. Matt says connected. Now it's a place for me to name my Wi-Fi. Okay.
35:00
Speaker 2
do you have the option to skip that then proceed to recover your original Wi-Fi name and password
35:00
Speaker 1
So the Prophecy plague and continue. So it wants me to log in using my email address it's asking for the email ID, okay, it's asking for the email address. Are we talking now, skip for now? Okay.
36:00
Speaker 2
select router to login. there's two options. select router or skip for now.
36:00
Speaker 1
Now it says create your router password, a different one than the one that I've used before. Okay. Um, [silence] Thank you. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Thank you. [silence] Is that 50%? [silence] Is that working or did we just stop it?
37:00
Speaker 2
And I proceed to create your own router password. [silence] You can actually follow requirements in creating a router password to make sure to follow the standard rule. [silence] It is actually different from your Wi-Fi name. [silence] And Wi-Fi. Sorry, it is actually different from your Wi-Fi password.
37:00
Speaker 1
This is configuring your Wi-Fi network. Bye. Bye. Brrr, brrr. [silence] Hey, bye. Hey, bye.
39:00
Speaker 2
Then reconnect your device to your new wifi name and password.
39:00
Speaker 1
thematics this they're uh Third context. okay it's there with a privacy warning okay so the matics matics is working again the the the parent node is turquoise blue and the child node is blinking red. right now. Okay. Okay. [laughter] Okay, laptop secured.
40:00
Speaker 2
Again, what is the light indicator of your linksys devices? So let's just wait for that one. And you can also reconnect your other devices to the original Wi-Fi name and password while waiting for the child node to turn solid blue or green.
41:00
Speaker 1
Okay, click on. Okay. It's still blinking red. [silence]
42:00
Speaker 2
And what is the light indicator for the child node now? [silence]
42:00
Speaker 1
Now the child note is a solid turquoise, blue. Is it okay to unplug it? Well, I have to take it upstairs. Where it belongs. I just plug it right back in.
43:00
Speaker 2
okay now relocate that one.
43:00
Speaker 1
Okay. Let's turn it back.
44:00
Speaker 2
to the original placement, no need to do anything, just wait until it turns solid blue. It will takes three up to five minutes.
44:00
Speaker 1
So I have, so there's a privacy warning with yes. Ah ok.
45:00
Speaker 2
Is that an iPhone? It is actually on the iPhone itself. Let me just send you a description of why it happens. So you need to disable something on your iPhone. It is
45:00
Speaker 1
Okay. Okay. You've all noticed blinking red. But Okay, I'll take a look.
46:00
Speaker 2
So let me just send you a link, so your email sending. So you need to disable something. You need to disable the private Wi-Fi address. Yeah, and I just sent the link to your email.
46:00
Speaker 1
I gotta fix it at Apple at free boxes
47:00
Speaker 2
You can also try to turn it off. I sent you another link. Just follow, yeah, follow the second link that I sent. So you need to click Wi-Fi or the icon, I con, and then make sure the private Wi-Fi address is turned off.
47:00
Speaker 1
Uh-huh. toggling your Wi-Fi settings. Uh-oh. Okay. We'll fix the privacy warning message on your iPhone, iPad. Opening up. Follow me. So we can open the settings app on your device and go to Wi-Fi and click the I button next to the network you're connected to. So by following the I then private Wi I fi address, it says it's off. So the next thing you would do is click the word private to turn it off. And so the way we recommend it is do this method on all your Wi-Fi devices. So You're okay that's it's important that you make sure that you're you're off on your office on your phone with all your devices. And now we're going to use IOS or MAC because A when a user decides to turn off private IPs. Your Mac and iPhone associate that preference with the specific Wi-Fi network. So let's try that one more time and then we'll actually do this on another device let's just to make sure we're good. I know the privacy warning message on your iPhone, iPad. And then private. Reason why I address it says it's off. So the next thing you would do is click the word private to avoid it and you are right there it is off. in from private to off and that's it nice job.
48:00
Speaker 2
turn off the privacy. Yeah, look for the private Wi-Fi address and then turn it off.
48:00
Speaker 1
Yeah. So there. Huh. Open. Selectable. [silence]
49:00
Speaker 2
And then try to forget the network and reconnect to your Linksys network and check if the privacy warning's still there.
49:00
Speaker 1
Okay. Okay, that works. It is solid turquoise.
50:00
Speaker 2
Make sure it's turned off. Okay, that's good. And what is the light indicator of the child node now? Though we successfully set up your Linksys devices again and resolved [silence]
50:00
Speaker 1
Oh my goodness. I, I think I'm okay now for a little bit. Um. God. All right. Yeah. I, I just, I need to say thank you. Um, what do I need to do? Do I need to pay you? Oh, one three six zero six five. I'm trying to remember that. Let's see if my brain is over 60. Oh, yeah.
51:00
Speaker 2
Is there anything else that I can help you with? Of course, Cynthia if you need more assistance just feel free to call us back using this ticket number 136065. Yeah, it's okay. But actually it fixed but of course, if you need more assistance or the future don't hesitate to call us back.
51:00
Speaker 1
Okay, um, let me write that: 10, aha! 10636. Could you give me that ticket number? Yes. I forgot it that first. Oh, thank you. You've been so kind. Thank you so much. Thank you. Thank you. Thank you. And bye-bye. Bye. [silence]
52:00
Speaker 2
No, it's. Yes, of course. It's 136065. Yeah, you're welcome. You're welcome and have a great day. Take care and bye for now. Bye. And can you please end this call for me? Thank you.
52:00