V2 Rubric Detail — 3ea55c88-81fe-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:40
Duration
23m 43s
Contact
813-422-9265
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00137630
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication2.50/5
Ownership2.86/5
EscalationN/A
Customer Exp2.50/5
Overall49.8% (-12.2)

V2 Grader Summary

The agent partially resolved the issue by restoring one WHW03V2 mesh node via correct 5-press pairing but failed to fully resolve the second node due to premature hardware replacement suggestions and technically inaccurate LED state claims ('pink', 'teal'). Critical failures were absent, though communication lapses and failure to leverage case history impacted effectiveness. Technical accuracy was compromised by KB-contradicting LED information, but this did not meet auto-zero criteria.

V1 Case Analysis

Customer factory-reset WHW03V2 child nodes and performed 5-press pairing on parent router; node 2 operational, node 1 remains offline with recommendation to retry later or consider upgrade.

Troubleshooting Steps
  • Factory reset each child node by holding the reset button until the LED went out, then waiting for solid blue
  • Performed the 5-press pairing method on the parent router to trigger node pairing
  • Verified node 2 displayed a solid blue LED indicating successful connection
Key Observations
  • Agent correctly applied the 5-press pairing method for WHW03V2 mesh nodes per KB documentation
  • One child node successfully paired (solid blue LED), confirming partial resolution
  • Agent used non-standard LED color descriptions ('solid pink','teal') not defined in led_intelligent_mesh_consumer.md
  • Suggested hardware upgrade without confirming necessity or gathering additional diagnostics
Positive Highlights
  • Accurately instructed factory reset procedure for child nodes per universal_factory_reset.md
  • Applied correct 5-press pairing method for WHW03V2 per universal_5press_models.md
  • Confirmed successful operation of one child node before call closure
Agent Errors / Gaps
  • Described non-existent LED colors ('solid pink' at [15:00], 'teal' at [22:00]) contradicting KB which specifies only purple, blue, yellow, and red for WHW/MX/MR/VLP series
  • Introduced off-topic discussion about product surveys at [08:00], diverting from troubleshooting

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent restored one child node to solid blue (working) but deferred the second node (blinking red) without full resolution, advising to retry later.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through factory resets and 5-press pairing, but troubleshooting was compromised by initial misdiagnosis (treating mesh nodes as extenders) and incorrect LED color references.
R3 Partially Met Correct resolution path conf 85%
Used valid 5-press method for WHW03V2 but prematurely suggested hardware replacement instead of exhausting all troubleshooting steps for the failing node.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified blinking red symptom and initiated resets, but failed to recognize devices were Velop mesh nodes (WHW03V2) rather than extenders, causing initial confusion.
T2 Met Appropriate tools / resources used conf 95%
No external tools were required; agent used appropriate physical methods (factory reset, 5-press pairing) matching device capabilities and scenario needs.
T3 Not Met No misinformation conf 98%
Agent claimed 'solid pink' and 'teal' are valid LED states for WHW03V2, but KB confirms only solid purple indicates ready-for-setup; these colors do not exist for this model.
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained call control for troubleshooting but introduced off-topic remarks ('algebra class', 'video might not load') that disrupted focus and professionalism.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but introduced confusion through incorrect LED terminology ('pink', 'teal') and failed to confirm understanding after critical steps like the 5-press pairing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting actions, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 80%
Provided next steps for the working node but gave vague, non-actionable advice for the failed node ('try again in an hour or two') without clear diagnostic path.
O3 Not Met Closure confirmation conf 90%
Customer referenced a prior interaction fixing router issues, but agent treated it as a new case, did not review history, and restarted troubleshooting from scratch.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and no valid trigger (e.g., management request, hardware fault, repeat unresolved) existed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Displayed empathy and thanked the customer, but inserted unprofessional off-topic remarks ('algebra class') that undermined professionalism.
X2 Partially Met Tone & rapport conf 80%
Initially matched customer pace but disengaged during troubleshooting with irrelevant responses, requiring customer to re-ask about node status.
X3 Partially Met Overall experience conf 80%
Reduced repetition for the working node but introduced unnecessary complexity through device misidentification and incorrect LED states, increasing customer effort.
Call Transcript34 turns · 41 lines
Speaker 1
Okay. uh yes my name is ginger oliver and i was talking with an associate um 10 or 15 minutes ago and we were resolving a problem which we fixed but now i need to reconnect my extenders to my router Yes I had to reset my router so I have to reset my extenders [silence]
00:00
Speaker 2
welcome to link Sys 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. Hi, thank you for calling LinkSys. My name is Ven and I'll help you today Your extenders need to be reconnected. [silence]
00:00
Speaker 1
That's correct. Let's see. They are Oh, there it is. I can't read it. They are. W-H-W-03V2.
01:00
Speaker 2
I'm not sure what you mean by extender models. Rang g Extender to the sugger. All right. Can you plug them in the power, both of them, near the parent node? They must be in the same room. Go ahead. [silence]
01:00
Speaker 1
Just a second. Okay, I had to move a cabinet, so. Okay, they're both plugged in. Okay. Pardon my speaker phone, but.
03:00
Speaker 2
All right. Did you plug them both in? All right. Now let's just wait for them to finish rebooting.
03:00
Speaker 1
One child is blinking blue, the other child is blinking red. Okay. Let's see that. Okay. Child two is blinking red. Child one is blinking red. They're both blinking red.
04:00
Speaker 2
What are the lights on both of your child nodes as of the moment? Tell me if both of them are blinking red. Now, on your child node, you're going to perform a complete factory reset on them. You can do it one at a time. You just need to
04:00
Speaker 1
And then turn it loose? And then and just keep hold. Do I just keep hold. Correct. Yes. Okay, okay. I just. Do with me stand. I can't do it both at the same time for sure. Oh Okay. All right. Okay, got it.
05:00
Speaker 2
Hold the reset button until the light completely goes out. No, there's nothing that you need to do just hold the reset button until the light goes out. I'm sorry, when you mentioned, I do apologize. When you mention when you mentioned turn loose you mean to let go. Is that correct? Yes, that's the one. One at a time. Yes. Hold the reset button till the light goes out then you let loose. All right. Tell me if you factory reset them both. All right. Now let's just wait for three to four minutes until they're done rebooting. Tell me when they're done rebooting, will their light turns to a solid pink or solid red light? (outrage), just that, for total. All right, thank you for that. All right. I see. I see. I see, all right. Go ahead. I see.
05:00
Speaker 1
In your job, do you ever have surveys by your company about suggestions for new products? No, I mean, I mean for, I mean, that technicians do. Not, not that I do, but that technicians, technician, because the, Oh. Um, is the, the the devices
08:00
Speaker 2
There should be a serving that you can try to. I see, you mean a physical survey, is that correct? For that one, we do not have a physical survey. We are only through phone support.
08:00
Speaker 1
Yeah. It's in the well, up under the bottom of the device. It just makes it so you can't shine a light or anything, I mean, it's just really hard for the consumer anyway. They're both blinking red.
09:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. I see. [silence] The main purpose of that one, [silence] uh, the main purpose of that one is actually for safety purposes, but since it might be a little bit inconvenient, we will try to do our best as well. [silence] I see. [silence] Thank you so much for that one. [silence] What's the light on the child nodes or extenders? can you try factory resetting them one more time hold the reset button until the light goes out and keep on holding it until you see a solid blue light once you see a solid blue light then you let loose
09:00
Speaker 1
Not yet. I'm still on number. Well, I did number two, but I haven't done number one yet.
11:00
Speaker 2
All right. Were you were you able to perform it on both of them?
11:00
Speaker 1
Yep. And number, I did number 2 first, and now it's blinking red. Number 1 is blinking blue. Yes. Okay, so you let me set it again.
12:00
Speaker 2
So you did the number two first. And are... Right now you're... All right, your number two is still blinking red. If you try holding it again, make sure that you hear a click.
12:00
Speaker 1
Okay. Number two is blinking blue. Number one is blinking red. Yeah. and it turned blue. Can we do it again? Sure. Okay. [silence]
13:00
Speaker 2
I see. When you hold the reset button on the child node one, did the light went out while you were holding the reset button? All right. Can you try? Yes, can you try holding the reset button one more time?
14:00
Speaker 1
Child two is solid red. But I can't really tell if it's I can't really tell if it's solid red or pink. It's, Okay. Okay.
15:00
Speaker 2
all right there as long as it's solid which is a good thing now let's just wait for the number one to also turn that color
15:00
Speaker 1
Child two is solid. Child one is still blinking red. I don't have to use them both, do I?
16:00
Speaker 2
Because we need both of them to be on that kind of light for us to properly add them back to the system. However, you might also need to consider upgrading or getting in new models on those WHWs, since those are the older or what we call it like the earlier mesh, they're already on the older side which may need to be considered to be changed or replaced with the newer models. [silence] You don't need to. [silence] Do you still want-- do you wish to use just one? [silence]
16:00
Speaker 1
I could give it a try. I could give it a try. Okay. Yeah, that's the number one. Okay. I'll just go with one for- Okay. Okay. That's correct. Okay. Okay, now this is on the router, right? Well, I only have the router.
17:00
Speaker 2
Hello. Yes. Yep. You can just unplug the one that's not working properly, which keeps on flashing red. You could just try them, you can try the other one later on. All right, so you unplug child node number one and we're just using child node number two, correct? All right. So now, go to the parent node. On the parent node, you're going to do the five press method. You're going to press, it will just release, wait a second. Press, release, wait a second, five times on the reset button. Yes, on the main, or the parent node that you have. The big black one.
17:00
Speaker 1
M with the two expanders. Okay. And you want me to press the reset button five times? Okay. One, 1,000. Two, 1,000. Three, 1,000. Four, 1,000. Five, 1,000. [silence]
18:00
Speaker 2
yes, your parent node is the router. yes, with a one second interval between press. alright. what's happening on the light right now?
18:00
Speaker 1
The router is solid blue, it was flashing red, but it was flashing red now it's solid blue. Node 2 is flashing red. Okay, okay. If it it might be dead, so.
19:00
Speaker 2
[silence] what about [silence]. I see. It's just like a video. If you keep on looking at it, it might not load. That's correct. What's the joke? Mm-hmm. I see.
19:00
Speaker 1
Oh, we have teal. It just lasts forever. Okay, I have teal. Okay, all right. All right. Nope, it's just teal.
22:00
Speaker 2
Perfect. That's because of the algebra class. Let's wait for one more minute. Let's make sure it doesn't change to any other color. All right, just to confirm, no changes so far. Perfect. So, congratulations for this specific child node. It's now a working and configured extended.
22:00
Speaker 1
um, you've been great I appreciate it very much. Thank you so much. yeah. okay. you too bye bye.
23:00
Speaker 2
You can safely unplug it and put it back to its original spot. That should be it. it should work from that point on. For your other child node, on the other hand, for now, don't turn it on, but rather like around an hour or two, try making try to see if it can be worked again. No worries there. All right. So is there anything else? All right. Thank you for calling Linksys and take care. Have a great day. Enjoy your network.
23:00