V2 Rubric Detail — 43c03a46-6e42-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:57
Duration
24m 29s
Contact
Imanuel Greenfeld
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134253
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to Purchase another node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information by stating that newer Linksys mesh nodes (LN1100) are compatible with the WHW01, which violates the documented incompatibility between Linksys mesh generations per velop_mesh_compatibility.md.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to troubleshoot the red-light issue, provided factually incorrect compatibility guidance, and did not leverage proper resources. Although ownership was maintained and next steps were communicated, the technical inaccuracy constitutes a critical failure, resulting in no meaningful progress toward resolution.

V1 Case Analysis

Customer with WHW01 Velop mesh seeks to replace a failing node (red LED) and asks if newer Linksys mesh nodes (e.g., LN1101) can be mixed with existing system. Agent incorrectly confirmed compatibility and advised 5-press method. No troubleshooting performed. Email captured for follow-up.

Troubleshooting Steps
  • Collected model number (WHW01) and serial number (25H106098105471).
  • Confirmed LED status: one node solid blue, one intermittently solid red.
Key Observations
  • Agent incorrectly stated that WHW01 nodes can be mixed with newer Linksys mesh models (e.g., LN1101), contrary to velop_mesh_compatibility.md — different mesh generations are not compatible.
  • Agent advised using the 5-press method to add a newer node to a WHW01 system, but this method only works within the same generation; cross-generation pairing is impossible per KB.
  • No troubleshooting was performed for the node showing solid red LED, which per KB requires rebooting modem and node, checking WAN cable, and verifying internet at modem.
  • Agent did not verify firmware version on WHW01 nodes, which is critical for compatibility even within the same series (v1 vs v2 firmware are incompatible).
  • Agent incorrectly claimed the Linksys app can no longer be used for mesh setup, which is not universally true and depends on model/firmware.
  • Warranty status was not discussed, despite the device being approximately six years old and likely out of warranty.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Accurately captured the customer's email address (greenfield1@gmail.com) for follow-up.
  • Correctly identified that the WAG54G and WRT54GS are not mesh routers and are end-of-life.
  • Attempted to offer written instructions via email, showing intent to provide ongoing support.
Agent Errors / Gaps
  • Provided factually incorrect compatibility information: WHW01 (older generation) cannot be mixed with LN1101 or other current-gen mesh nodes (MX6200/MBE7000/LN1400) — per velop_mesh_compatibility.md, cross-generation mixing is not supported.
  • Advised using the 5-press method to add a newer node to a WHW01 system, which will fail because the nodes cannot join different mesh generations.
  • Failed to perform any troubleshooting for a node showing solid red LED — per KB, this requires rebooting modem and node, checking WAN cable, and verifying internet at modem.
  • Did not verify firmware version on WHW01 nodes, which is critical for compatibility even within the same series (v1 vs v2 firmware are incompatible).
  • Incorrectly stated that the Linksys app can no longer be used for mesh setup, which is not accurate for all models and may mislead the customer.
  • Did not discuss warranty status or support eligibility, missing a key protocol step for an older device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue of the node going red; only offered future email instructions and suggested purchasing a new node without fixing the current problem.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., reboot, factory reset, firmware check, LED diagnosis); agent skipped directly to compatibility discussion after collecting model numbers.
R3 Met Correct resolution path conf 90%
Agent acknowledged the device is outdated but still offered best-effort support via email instructions and setup methods, rather than dismissing due to age or warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the symptom (node turning red) and asked for model/serial numbers, but failed to ask diagnostic questions about firmware, placement, or recent changes.
T2 Not Met Appropriate tools / resources used conf 93%
Agent relied solely on incorrect internal knowledge; should have consulted KB resources to verify compatibility between WHW01 and LN1100, which are from different mesh generations.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated that newer Linksys mesh models (LN1100) are compatible with the WHW01, which contradicts velop_mesh_compatibility.md: WHW03 (same gen as WHW01) is not compatible with MX6200/MBE7000/LN1400 series.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but did not set clear expectations early or summarize next steps until the end; transitions were reactive rather than proactive.
C2 Met Confirmed understanding conf 88%
Agent used simple language, confirmed understanding ('Okay, got it'), and repeated back information to ensure clarity.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent remained on the call, offered to send instructions, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent clearly stated the next step: sending setup instructions via email, and collected the customer’s email to fulfill it.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer frustration, repeated effort, or expressed empathy; interaction remained transactional.
X2 Not Met Tone & rapport conf 89%
Agent used a flat, repetitive tone and did not adjust pace or style despite customer confusion and repetition.
X3 Not Met Overall experience conf 91%
Customer had to repeat serial number and model details multiple times; agent failed to reduce effort by documenting and referencing earlier input.
Call Transcript45 turns · 47 lines
Speaker 2
[silence] Hi, thank you for calling Linux. This is Joy, how can I help you today?
00:00
Speaker 1
[silence] yeah. yeah hello there I have the uh Linksys Velop AC2600 Whole Home Mesh Wi-Fi [silence] system 2-pack okay? now one of the uh um uh nodes is very temperamental it uh keeps uh going on and off and uh I think it's just old because when I um connect uh when I disconnect it let it rest for a few minutes and reconnect it then um it seems to be okay so my question is rather than buy a brand new everything is there another node that I can buy so that um I will have three and um if
02:00
Speaker 2
Yes, this is Linux technical support sir. How can I help you? mm-hmm.
02:00
Speaker 1
If that one goes off again, it will just switch to the other one or get rid of it all together and replace it with something with a new one that will work with my other one next to the router. [silence] one of my note numbers? [silence] How will I find that? [silence] Okay. [silence] Just bear with me just a minute, please. [silence]
03:00
Speaker 2
okay... I see. uh, I just wanted to check your device first or if what unit is that so that I can check if it's still compatible with our other models or if it needs to be replaced. So, you have the serial number? [silence] of one of your nodes. please. Yeah, the serial number. uh, there's a serial number is located at the bottom of your Linksys nodes or Linksys towers. Okay.
03:00
Speaker 1
Yes, so I have, uh, what do you want serial number? 25 h for Freddy, 106 098 one 05 471. Yeah, well, there's only two of them. Yeah, I bought them both together.
04:00
Speaker 2
Yes sir. All of them as the same model. [silence] Okay.
04:00
Speaker 1
Model number. How do I find that? I've got serial number mac. I've got name, I've got password, I've got recovery key serial number MAC address. Oh sorry yeah model number. Model number. W for whiskey. Whiskey Hotel Whiskey Zero One. Now it's blue. Now it's blue but the past but the past few months and even yesterday it keeps going off as red. So that specific one I think is faulty but the other one that is in the lounge.
05:00
Speaker 2
Can you give me the model number, please? You can see it anything [silence] I got it. Got it? Okay. Mm-hmm. Okay, Got it. And right now what is the light of that node? At the top? Solid blue. Mm-hmm. Oh.
05:00
Speaker 1
the one in the lounge is always blue. I've not given. I've not. I've not given it to you. I gave you the one that every now and again goes red. No, no, no, the one I gave you, the one I gave you is the secondary node. No, no, none of them is connected wired to the, uh to the laptop. They're all connect, uh, it's connected to the router. The first one is connected to the router in the lounge. And the, uh, second node is, uh, is, uh, on the, uh, Wi-Fi. [silence]
06:00
Speaker 2
the one that is connected wied to your man source of internet correct the one that say solid blue Okay. Mm-hmm . Yes. Is that the main node the one that stay solid blue on the lage? Okay. But how about the first node? Is it the your main node that is connected wired? Yeah. Uhuh. Is it wireless?
06:00
Speaker 1
So I just want to know, just want to know which, which node can I buy so that to replace that one I've just given you? Which one can I buy that will work with the other one that is in the lounge connected to the router? I don't want to buy a brand new mesh system, just because of one, you know? It's a shame. I just need to replace one node. [silence] That's my question.
07:00
Speaker 2
Okay. Okay, okay, got it. Okay. So, um, for that one sir. So, regarding this nodes this model number that you have that I need just check if it's still support that just a moment. So, for that one can you replace the same model if they're still available since we no longer manufacture these models anymore and there no available firmware updates also for this unit but you can still avail.
07:00
Speaker 1
That's what I'm asking. Is there a. How can I find. somewhere to buy it from. It's like six years old. So so if I if I if. So that's what I'm asking. So if I buy a latest product from you, will it not work? But but you don't get me. My question is, can I mix and match? Can I buy I latest mud. Ilatest node to the same mesh system? So I don't want to replace everything. I just want to replace one node. Can I mix and match?
08:00
Speaker 2
Yeah. Um you can avail, um we can avail our products through online stores like Amazon or any other local stores nearby. You can search for the same model. If you wanted to replace it. Okay. Mhm. It will still work with our latest models? Yes. Mhm. Yes. Yes. Uh huh. Uh huh. You can mix and match, you can still use your old nodes with our new ones.
08:00
Speaker 1
Yeah, but there will not be the old one, he will be the old ... the old one will be connected to the router and the new one will be connected to my to my to the Wi-Fi. Can I do that? Right. So, why so why do I need to look for an old retailer that will sell the old one, be this model of mine? I can buy anything according to you. So they're all they're all backward compatible? They're all ... compatible. [silence]
09:00
Speaker 2
yeah, newer models or newer mesh, but it is advisable to make the newer models or the new mesh as the main node that would be connected to your router and the older ones would be used as the secondary or the child nodes. mm-hmm. mm-hmm. Yeah, you can still do that. They are still compatible, sir. Yes, as long as it's a mesh router or mesh system from linksys, they are still compatible with your current node. Yeah. They are backward compatible. [silence]
09:00
Speaker 1
Sorry, say that again. they will still be in backwards block. yeah, but I don't want to buy a brand new whole system for 200, I want to just buy one node for 50. I can do that. Right. Right. Now, when I uh, uh, if I was to uh buy a, for example, um, so I'm looking
10:00
Speaker 2
but they can still work in that setup but it is advisable that the main or the newer models will be your main nodes. yeah you can still use the backward like set up it's still compatible in that setup but it is advisable for newer models to be your main nodes. yes you can do that sir. and then just you yeah you can still do mix and match with your older system.
10:00
Speaker 1
on here. Um, online, um, on Amazon. Uh, let's say, for example, um, uh, yeah. Linksys Velop Mini router, 29 lb, 55 c. Will that work with it? Mini router. I can give you, I can give you, I can give you model number. Model number. L for Lima, N for November. 1 1. 0 1. Dash, K for Kilo ECHO.
11:00
Speaker 2
Oh, what's the name again? Let me just check on Amazon. Is it the one with like, mm-hmm?
11:00
Speaker 1
for echo LN one one oh one dash kilo echo. So this one I can use as a node, yeah? So I can I can remove my uh my old one uh I can leave the one in the lounge connected to the router, no problem, leave that untouched and just uh add to my uh mesh uh system uh this
12:00
Speaker 2
Okay, let me just stack. Hold on. Let me just check that model. Um moment. Yep, it's it's compatible with this monitor. Yeah. Mm-hmm.
12:00
Speaker 1
[silence]
13:00
Speaker 2
Yes, sir. You can make this as a secondary or it would be advisable for you to make this as your first node or your main node. Yes, sir. Just to make sure that we are looking on the same device or the same model on the Amazon. Is it like, how do you describe the router? Is it like a tower or like a flat box, white box with five ports at the back?
13:00
Speaker 1
2, or 3. Yeah. Yeah. Fine. Yeah. You have one, 2. You have, you have one, 2, 3, 4 and uh another one 2.5 gigabit internet. Right. And then the one in the lounge connected to the router currently will become a secondary node. Right. So on my app, when I connect this one, will it just appear as a node? [silence]
14:00
Speaker 2
5 ports at the back. Okay, that's good. All right, yep. You can make it either the first node, the second or the third node. Um you can try to make it as like a third node? and if you will encounter some internet issues or connectivity issues, we advise to make that one as your first node that would be connected wired to the router on your launch. I mean. Yeah. Yes. That will be used as wireless secondary nodes and also the other one as your third um wireless node. [silence]
14:00
Speaker 1
Node or will they be like I just have to I cannot remember if on the app I had to configure a primary and secondary I think. I cannot use another uh because all here on the app it shows me uh living room and I have uh another one in the hallway so so uh I cannot add another this one if I buy this uh so I just need to reset this yep and in the app just access point
15:00
Speaker 2
由 the way sir, on our linksys app we have our new updates in which um adding or setting up linksys mesh are no longer compatible for that one so you can set up the mesh using the web interface on your computer or the five breath method. We can no longer use the app for the setup.
15:00
Speaker 1
Microrouter, will it not show me another node? Another device? So how will I add another one? Oh, I see. So you have to reset, you have to reset it. So that it will recognize the new one that you've added.
16:00
Speaker 2
It will still show up on your app. but you cannot use the app to add it or configure it. You can use the web browser method in which you will gonna go to access the settings of your router using a computer or by just simply pressing the reset button of the main node five times to add the secondary or the third wireless child node that you wanted to add. Yeah, like do not like press and hold, but just press it five times. Like press, release. Press, release. Like that to add.
16:00
Speaker 1
Oh, alright, five times. Right. I see. Okay. So this was one option, another one that I wanted you to check for me is just a minute. Okay. Can you check for me? Another one please? Yeah? I have model number W-A-G-5-4-G-S. It says Linksys by Cisco.
17:00
Speaker 2
for that one sir that is not compatible on our Linx is mesh routers yeah. That one is not a mesh router. Yeah and also it's.
18:00
Speaker 1
it will not support. Okay. and another one. another one. another one. check for me uh, model number. four Echo five three five zero. Looks like a black unit with two antennas. Okay, so it's not a mesh one. But this other one I told you, is definitely uh, is uh, um, um, um, I'm just looking for something. That is a bit more. Okay. Can you check for me? Product model model name M for mother X for X.
19:00
Speaker 2
Yes, it's the end of support. It's not also compatible. It's not a mesh router. It's just like a regular router. Yes.
19:00
Speaker 1
is the mesh, so either that one for 99 pounds on Amazon looks like a tower, and this other one that I showed you before that was flat. They will both be compatible, yeah? I see. Right. Okay. Is there a way, um, that, well, the, the, the, the, uh, what I'm afraid of is that if I add another note and I reset it to, um, as you see five times, I am worried that I will break it in such a way that, um, it's not [ silence ]
20:00
Speaker 2
yep this one yeah that this one it's compatible with what you have right now yes dual both compatible
20:00
Speaker 1
nothing going to work any of them. So what do you recommend I do? I'm afraid to to press this reset button and you're saying that I will not be able to add it through the app. So so how can I add it? [silence] I see. Okay. So you can is that free of charge uh this service? So [silence] Yes please, yeah. Uh you mean uh how to how to add one through the uh web interface? [silence] Go ahead. Yeah. Uh if you, if you uh continue to continue to not uh let me known [silence] [silence]
21:00
Speaker 2
using the five press method on the, the web interface, you can also add it there, but I suggest you call us back so that we can assist you on adding or setting up your mail system. Yep, it's free of charge. And also, if you want, I can email you the instructions for that. Okay. Yes, the web interface and the five press,
21:00
Speaker 1
Yes, please, yeah. Can I give you my my details then? So it's Emmanuel I-MA-NU-E-L dot greenfield G-R-E-E-N-F for Freddy E-D number one at gmail.com. Yes, Yes, yes please. Yes. Hmm. Yes, I'd like to add please, please, I'd like to add please. Hmm. Yes. I'd like to add please. Yes, I'd like to add please. Yes, please, yes, I'd like to add please.
22:00
Speaker 2
Okay. As me just verify. That's IMA for Apple. N for November. UEM for Echo. L dot green for Nancy. F for Freddie. E for Echo. L for Lima. D for Delta. 1@gmail.com. Correct. Okay. Name's your first and last name, please.
22:00
Speaker 1
Emmanuel, Greenfeld. Virgin Media. Fantastic. Excellent. Can I repeat for you the email to make sure it's correct? Once again. India, Mama, Alpha. Umbrella, Echo, Lima, dot. Golf, Romeo, Echo, Echo, November, Freddy. Echo, Lima.
23:00
Speaker 2
Emmanuel Greensfield, okay. And by the way, sir, who is your internet service provider? Region Media, okay. All right, so I'll just send you the email instructions for that one. And also, if you want, I can also send you some other models that are compatible with your router, your current mesh, so that you will have some options, too. Okay. Sure.
23:00
Speaker 1
[ silence ] uh peg Delta 1 G at gmail.com. Imanuella greenhouse 1. Yeah. Thank you. What's your name, please? Okay, excellent. Thank you so much. Bye.
24:00
Speaker 2
[HUMAN_REVIEW] [silence] Okay. [silence] Okay. [silence] Emmanuel. Greenfield1@gmail.com. [silence] All right Sir. [silence] Thank you for that. [silence] So I'll be sending you the email instructions right away after this call. [silence] Joy. [silence] My name is Joy. [silence] You're welcome. [silence] You have a good day Sir. [silence] Bye.
24:00