V2 Rubric Detail — 4c775940-8165-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:25
Duration
41m 51s
Contact
703-385-3133
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00125229
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall97.6% (+9.6)

V2 Grader Summary

The agent successfully resolved the WHW01 mesh system issue using factory resets and the 5-press method, with all technical guidance validated by KB. Despite missing explicit empathy for recurring frustration, the agent maintained ownership, clear communication, and effective troubleshooting, resulting in confirmed internet connectivity and stable node operation. No critical failures or auto-zero conditions were present.

V1 Case Analysis

WHW01 Velop system with red LEDs; performed factory reset and 5-press pairing, reinstalled app, recreated Wi-Fi. All nodes now solid blue and internet working.

Troubleshooting Steps
  • Verified model (WHW01) and serial number.
  • Performed factory reset on all three nodes (30-second hold).
  • Used 5-press method on the main node to trigger pairing mode.
  • Guided customer to uninstall/reinstall the Linksys app and reconnect to the default SSID.
  • Completed the setup wizard and confirmed node status via dashboard.
Key Observations
  • Agent correctly used the 5-press pairing method for WHW01, which is supported per KB.
  • Long pauses and occasional repetition slowed the flow but did not prevent resolution.
  • Initial confusion on the customer's model number (agent said MR4200) was clarified without impacting troubleshooting.
  • Agent did not explicitly verify the WAN/modem connection before resetting, but the reset resolved the issue.
  • Customer independently confirmed resolution at the end of the call.
Positive Highlights
  • Accurate use of factory reset and 5-press method per KB.
  • Clear step-by-step guidance through app reinstall and node setup.
  • Successfully restored full mesh functionality and internet access.
  • Correctly identified out-of-warranty status and set appropriate expectations.
  • Customer confirmed resolution independently at the end of the call.
Agent Errors / Gaps
  • Misidentified the customer's model as MR4200 early in the call.
  • Did not ask the customer to confirm internet connectivity on the modem before resetting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms successful setup: 'you have successfully set up your linksys router' and verifies all three nodes are solid blue with internet access.
R2 Met Diagnostic thoroughness conf 96%
Agent guides customer through power cycle, factory reset of all nodes, 5-press method, app reinstallation, and full mesh reconfiguration — all relevant and logically sequenced steps.
R3 Met Correct resolution path conf 97%
Agent correctly identifies device is out of warranty but proceeds with full troubleshooting, offering best-effort support rather than dismissing the case.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identifies symptom (solid/blinking red LEDs, no internet), confirms prior attempts, and follows a logical diagnostic path to root cause: failed mesh state requiring reset.
T2 Met Appropriate tools / resources used conf 95%
Appropriate use of physical reset, 5-press method (valid for WHW01 per KB), and mobile app reinstallation — all correct tools for this mesh recovery scenario.
T3 Met No misinformation conf 98%
All technical instructions provided (factory reset, 5-press method for WHW01, and app setup) are supported by the KB. The 5-press method is explicitly listed as compatible for WHW01 in universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 94%
Agent maintains control throughout, sets expectations ('take your time'), manages transitions, and keeps the interaction focused despite customer hesitation.
C2 Met Confirmed understanding conf 95%
Agent uses clear, simple language, checks understanding ('do they have now, sir?'), adapts to customer’s pace, and maintains respectful tone ('sir') consistently.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all troubleshooting, and does not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 96%
Agent provides clear next steps: reconnect devices, move nodes back, monitor for solid blue, and call back if issues recur.
O3 Met Closure confirmation conf 94%
Agent references existing case ('based here sir on our system, there’s actually a case already'), verifies account details, and avoids re-asking documented information, showing continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1 with appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent is polite but does not acknowledge customer frustration, repeated issues, or effort; misses empathy opportunity on a clearly recurring problem.
X2 Met Tone & rapport conf 93%
Agent matches customer’s hesitant pace, repeats instructions, confirms progress, and maintains engagement through setup.
X3 Met Overall experience conf 95%
Agent avoids unnecessary repetition, leverages known info (model, serial), and guides customer efficiently through recovery steps.
Call Transcript53 turns · 58 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Uh, hello. Um, I have a Linksys mesh router system and it, uh, it has stopped working properly. And, uh, just wanted to, try to get some help in troubleshooting it.
04:00
Speaker 2
Thank you for calling Linksys, this is Elle. How can I help you? Um yes, sorry, for, it's the first time calling Linksys.
04:00
Speaker 1
I'm sorry. Yes. Uh, let's see. Uh, model number is WHW, uh, 0. . . . . , WHW 01. Last five, 07972. Uh, Verizon. [silence]
05:00
Speaker 2
Is this your first time calling Linksys or no? Okay, what's the model number, sir, of your mesh? MR4200. Okay, okay. And then what's the last five digits, sir, of the serial number? 99929. All right. And who is your internet service provider? Verizon. Okay. All right. So, based here, sir, on our system, there's actually a case already. [silence]
05:00
Speaker 1
Let's see. Uh, uh, Ashwin is first name, Ashwin. And email is A-D-M-E-H-T-A 11 at gmail.com. Yes. Um, they're not connecting. I see the, uh, the, the red dot on, on even the main, the main tower, the main node. It, uh, and it doesn't seem to be, uh, identifying, it's not connecting to the internet, apparently.
06:00
Speaker 2
associated with the serial number you provided. Maybe you can verify to me the first name and then the email that is on the account. Thank you, sir. And this is still the best callback number, right? The one that ends in 31, 33. Okay. So what exactly is your issue, sir, with DWH021? And what
06:00
Speaker 1
I have, with my app, I've tried doing, what my app is asking me to try out. And actually right now, my app is not even working properly anymore. It looks like. You may have... Yeah, I have tried that as well, a few times. I have three. Three. Yes. [silence] Yeah, I've tried that as well, a few times. I have three. Three. Yes. [silence]
07:00
Speaker 2
Have you tried so far, sir? Have you tried any troubleshooting yet. Have you tried, sir, to power cycle or unplug the nodes, the main node. Okay how many nodes do you have sir? Just one? Okay. Okay. Okay. All WHW01, right? Okay. Well as for this one sir, if you have tried multiple times, the power cycle and it still doesn't work, um, our last resort from
07:00
Speaker 1
Yes. Yes. Sure, if you could go to that.
08:00
Speaker 2
for this is to have a full factory reset for all the three nodes and then um set them up again to create a new handshake or new connection with your internet service provider once we start if we're going to proceed with the reset sir once we start resetting the unit everything that you configured the things there router the main node will be remove or deleted so that's it will revert back the wi-fi name and the wi-fi password but if uh once we go through with the setup it you just need to re um rename it back to the old wi-fi name and password that you've been using so most of your devices will just automatically reconnect are you good with a reset? okay so um where are the other two nodes sir can you grab them for me and then plug them near the my node?
08:00
Speaker 1
Just give me a couple of minutes, they're on different locations. [silence]
09:00
Speaker 2
Okay. Um okay, so take your time. [silence]
09:00
Speaker 1
Okay. so I should plug them in close to the main tower? Oh. that close so if I could do that.
10:00
Speaker 2
Yes, sir, at least five feet, sir, to the main tower or main node.
10:00
Speaker 1
Okay, those two are set up. Got them plugged in, uh, within a few, couple of feet of the, of the main one. The main one has red. Um, a second one is red. The third one, well, the third one I just plugged in, it's blue. But I just plugged it. It is blue
13:00
Speaker 2
Okay. Whatever rail, uh, whatever rail, do they have now, sir? Okay. The first, um, so the first one, sir, is solid red. The second one is, um, solid red or blinking red? Though the...[silence]
13:00
Speaker 1
a blinking red. Oh! And the third one is, the third one is blinking blue. Uh-huh. Uh, 30 seconds? Okay.
14:00
Speaker 2
OK, all right, so, the third one will blink in Blue. Okay, let's just leave that one as it is since it's trying to recover since you just plug it back in. Um, we'll go back sir to the main one. So, I need you to press and hold the reset button of that Node for at least 30 seconds. So, 30 seconds, are you?
14:00
Speaker 1
Okay. I, I think that's 30 seconds. Uh it is now: blue. Yep, it's it's solid blue. Okay. Okay. [silence] Okay.
15:00
Speaker 2
Okay, what color is it now? Sir, the blinking blue solid blue. Okay. So we'll just leave that one as is sir because it will recover for two to three minutes. So we'll have to wait for the LED light to turn either solid purple or like pink red or magenta. So we'll just leave that one as is for now. Proceed sir to the other nodes. You have to press and hold the reset button as well for 30 seconds. You can just choose any of the nodes you'd like to start first.
15:00
Speaker 1
That first one is blinking blue now, by the way.
16:00
Speaker 2
Okay, yeah, let's just, let's just give that one some time.
16:00
Speaker 1
The main tower is now a solid red. Yes, the second node is a blinking blue now, and the third node is also a blinking blue. [silence]
17:00
Speaker 2
Okay. How about the other nodes, sir? Are you done resetting the other two nodes? [silence] Okay. Let's just wait. Just wait sir for the other two nodes. Let me know if they're like
17:00
Speaker 1
Okay. Yeah. Yes. Oh, really? Hmm. Okay. Let's see. The second tower is now a solid red. And I guess we're just waiting for this third one now. [silence]
18:00
Speaker 2
So solid red also. And I believe sir you have the device for like quite a while already, right? Okay. So based here sir on our system, the device is out of warranty. So we we can still be able to support you in terms of troubleshooting. However, if it's a hardware related issue, uh we can no longer process any replacements. Yes. Okay. Okay. Okay. [silence]
18:00
Speaker 1
Uh, when it happened, no, no. Yeah, yeah, I just haven't been able to get it back on yet. Um, the third one is now solid red. Yeah. Okay. Okay. [silence]
19:00
Speaker 2
So, does there any like power outage happens, say, that disconnect the nodes to the internet? So it just suddenly disconnected to the internet. Okay. So let's go back then to the main node. So earlier I ask you to hold and press the reset button for 30 seconds. So this time, I need you to press the reset button of the main node five times. So do not hold it. It's like press, release, press, release. So press it five times. Not too fast, not too slow. Just in minimum amount speed. The interval is one press per one second.
19:00
Speaker 1
OK, uh, Let's see. It is now a blinking yellow, or orange. Yeah, I don't know if it's yellow, or if I call it orange. I guess I call it orange. OK.
20:00
Speaker 2
All right. Okay. All right. So let's just set a timer on the one server for five minutes because because that means it's trying to communicate with your Internet service provider. It may take three to five minutes so we can know if it connected back to the Internet.
20:00
Speaker 1
let's see. it's, uh, it's now that, it's, it's that green or teal-ish color? Yes, for the main one. the other two are the other two are red. uh, this they're both blinking red right now. [silence]
22:00
Speaker 2
How's the lights so far, sir? For the main one? OK, how about the other two nodes? OK, all right, so let's just give that one some time. So, that means the parent node is trying to communicate with the child node.
22:00
Speaker 1
I do. Delete the app, okay. Okay, is that an outdated up? Is it cause we generate about this aplicar? Should we try to ask the people? Um, uh, I'm [silence]
23:00
Speaker 2
So, do you have 3D link? his app by any chance? Okay. Can you un-install the app? Yes, sir. More likely sir, yes. And then we have to make sure that it you installed the newer version because we made some updates prior last week with the app. So this node will actually revert back to its default Wi-Fi name and password. So I guess this one shows as underscore setup 211. Can you double-check if you can see it on your Wi-Fi list?
23:00
Speaker 1
there's yeah, see it? Uh, see, it, V e l L e T T eh.
24:00
Speaker 2
Um, the wi-fi name on your phone. Go to your wi-fi settings on your phone.
24:00
Speaker 1
Okay. Disconnect. I believe so, yes. Okay, yeah, that's the first one that came up. So, all right. I'll connect it to that. Yes. Okay.
25:00
Speaker 2
Because of the child node, so just connect it to the main one. I believe your main one is the three D6, right? The default. Okay. All right, and then once you are connected, sir, go to your app store. Are you using an iPhone? Go to app store, sir. And then install the Linksys app again.
25:00
Speaker 1
Okay. Um, let's see, you got it loaded. I'll agree to the terms and conditions. All right. Should I allow Linksys to find Bluetooth devices? Okay. I don't know that. Okay. Connect the router to your modem or source of Internet. It's connected. Yep, it is connected. Plug additional nodes into the power near the router. That is done. Okay. Make sure everything has finished starting up. The light will blink while starting up and turn solid when it's ready. Yeah, all three, all three nodes are a solid color now. It says.
26:00
Speaker 2
[nice] EST click next [silence] OK and then yes select the Node Lite is solid. So since you're under sir create your WiFi name. You have an option sir to rename it back to the old WiFi name that you've been using before. So most of your devices will just automatically reconnect. Just make sure that you have it the same spelling same format for the WiFi name and password. [silence] you have an option sir to skip the one for the email? Yes, skip it for now. This is the router password that you use to log into the Linksys app only. So it's not the same as your wifi password that you use to connect to the internet. Yes, sir.
26:00
Speaker 1
[silence] Okay, so it uh it's telling me to set up the new Wi-Fi. Okay. right. Yes. yeah right. Oh, okay.
32:00
Speaker 2
Sorry sir. what are you having there? set up a new WiFi or connect to the new Wi-Fi. Okay. So you will no longer be able to see sir develop setup 3D6. Let's go to your Wi-Fi list on your phone. And then let's connect to the new Wi-Fi name that you have created.
32:00
Speaker 1
I'm about to try right now. Yeah, it looks like it connected. Okay, go back to the Linux app. Okay. Uh, let's see, uh step two. Once connected, return to this app and tap next below. Okay.
33:00
Speaker 2
Were you able to connect to? Okay. All right, let's go back to the DlingCiz app.
33:00
Speaker 1
Alright, keeping the phone in the setup area. Okay, let's check, got then, hit next. Help us help you. automatically send error reports and links if you set. Won't you set up information for the, Okay. It's ready, connect your devices to your new Wi-Fi. Uh, okay, so alright, so connect your devices to your new Wi-Fi. Go to the dashboard. Okay. Align this defines devices on local network. Should I allow that or Okay. All right. Okay, so, let's see. Uh, now I'm on the page.
34:00
Speaker 2
Yes select go to dashboard. Allow Sir, yes. okay um so that is your linksys dashboard sir so that means that you have successfully set up the sorry that means that you have actually sorry sir I actually throw my tumbler and uh yes so that means that you have successfully set up your linksys router so since it's showing you three nodes so that means that the two child nodes also connected now so you can see um all of the child nodes or the parent node or all of the nodes that you have they are solid blue right or like
34:00
Speaker 1
Okay. Uh, Ooh at least the right phone, I can, yes. Uh, Okay. Um, let me go and do that right now.
36:00
Speaker 2
Okay, that's good. So that means that they're already connected, sir. So you have internet connection. You can try to access a browser just to make sure. And then let's see if you're online now. Okay, that's good. So just reconnect your devices, sir, to the Wi-Fi then you're good to go with that one. As for your child nodes, you just need to unplug those child nodes and then plug it back to their original location and then just give them like three to five minutes. They should automatically reconnect to the parent node without you doing anything. So you just need to plug them back into their original location. Okay.
36:00
Speaker 1
So we will, I will want to plug it in. Will it be blue first and then it start blinking red? OK.
39:00
Speaker 2
sure sir how far out they to go to main node? no what no okay okay okay okay okay okay okay okay okay [silence] no [silence] no yeah
39:00
Speaker 1
[silence] Okay. All right. Uh, let's see. Uh, no, looks like, uh, I guess they're connected now, huh? I'm working again. Okay. Okay. Okay, sure. Well, thank you very much. You too. Okay, you too. Thank you. Bye bye.
41:00
Speaker 2
show as online since they're already solid blue. So you can observe the connection, and then, if you've noticed anything, you can just give us a call back, so we can assist you if you have any... another concerns or questions, okay? All right. So, yeah, anything else, sir? Yes. So you have as long as they're solid blue or like solid green, that means they're connected to the internet. Then give us a call if you have any additional concerns. All right. You're welcome, sir. Thank you as well for taking the time calling Linksys. You have a good day, okay? You take care. Thank you, sir. Bye-bye.
41:00