V2 Rubric Detail — 4e91ca30-6644-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 09:51
Duration
15m 7s
Contact
Julie Jarvis
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133214
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall85.6% (+15.6)

V2 Grader Summary

The issue was successfully resolved with the node achieving solid blue status. However, troubleshooting was incomplete — the agent skipped essential diagnostic steps like verifying the WAN connection or testing internet at the modem before proceeding to node reset. While the use of the app was appropriate and the outcome positive, the path lacked full technical rigor. Empathy and customer effort reduction were adequate but not fully optimized.

V1 Case Analysis

WHW03 V2 node solid red; reset via Linksys app and re-added; node now solid blue and functional.

Troubleshooting Steps
  • Collected device model, serial, and customer contact info.
  • Informed customer of expired warranty status.
  • Instructed customer to use the Linksys app to reset and re-add the node.
  • Confirmed node changed to solid blue after the process.
Key Observations
  • Agent accurately identified the device model (WHW03 V2) and serial number from customer input.
  • Agent correctly communicated warranty expiration after three years, setting expectations for support eligibility.
  • Agent followed the correct app-based reset and re-add procedure for a solid red node per Velop Intelligent Mesh KB guidance.
  • Agent did not confirm parent router’s internet connectivity before troubleshooting the node, which could have ruled out upstream issues.
  • Instructions about Wi-Fi network names were vague ('look on WiFi name that starts with'), lacking specificity for the expected SSID prefix.
  • Extended silences and repeated interruptions disrupted call flow and clarity.
Positive Highlights
  • Accurately identified the device model and captured the full serial number despite phonetic delivery.
  • Correctly guided the customer through the app-based reset and re-add procedure for a solid red WHW03 V2 node, aligning with KB guidance.
  • Achieved a confirmed fix: node transitioned from solid red to solid blue, and customer confirmed functionality.
  • Properly communicated warranty policy context, setting clear expectations about support eligibility.
Agent Errors / Gaps
  • Did not confirm parent router’s internet connectivity before troubleshooting the node, risking misdiagnosis.
  • Provided unclear instruction about Wi-Fi network name to look for in the app, which could confuse the customer.
  • Extended periods of silence without explanation, reducing efficiency and customer confidence.
  • Interrupted customer mid-sentence multiple times, impairing communication clarity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'We got a blue light now... It's solid blue... It seems we are working now. Brilliant.'
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped basic isolation steps (e.g., modem test, cable check) and jumped straight to app-based node reset without diagnosing root cause of red light.
R3 Met Correct resolution path conf 96%
Agent acknowledged out-of-warranty status but still provided full troubleshooting path, aligning with best-effort support standard for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (solid red) but did not ask diagnostic questions about WAN connection, ISP service, or parent node status before assuming node fault.
T2 Met Appropriate tools / resources used conf 95%
Used the Linksys app appropriately to add the node — correct tool for the task and consistent with KB guidance for WHW03 setup.
T3 Met No misinformation conf 97%
All technical steps (reset, app setup, solid red meaning) are factually correct per KB; no inaccurate information provided.
Communication
C1 Met Clear & professional language conf 94%
Maintained control throughout, guided customer step-by-step through the app process, and confirmed outcomes at each stage.
C2 Met Confirmed understanding conf 93%
Used clear, non-technical language (e.g., 'set up a new product', 'click next') and adapted to customer’s pace during setup.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Took full ownership — no transfers, completed troubleshooting end-to-end, and stayed on call until resolution confirmed.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: reset node, use app to add it, wait for solid blue, then relocate — all executed and confirmed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with standard troubleshooting.
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 90%
Polite and professional, but did not acknowledge customer’s frustration during repeated failed attempts or express empathy for the inconvenience.
X2 Met Tone & rapport conf 93%
Matched customer’s communication pace, used simple instructions, and checked progress ('what does it say now?') to maintain engagement.
X3 Partially Met Overall experience conf 88%
Used the app efficiently, but required customer to manually remove and re-add the node instead of guiding through simpler in-app recovery options first.
Call Transcript22 turns · 24 lines
Speaker 1
Hello. Can you hear me okay? Hello. Hello. Can you hear me now? Oh, hang on a second. Yeah, can you hear me now? Hello. Yeah, I can hear you, yes. Can you hear me? I've got trouble with one of my nodes on my Linksys. I just want to.
00:00
Speaker 2
welcome to Linksys support. To assure quality service. Your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys special help. Hello? Hello? Yes. Yes, I can. Can you hear me? Yes. Hello? Can you hear me? Yes, I can. Mhm.
00:00
Speaker 1
Wondering whether it's actually broken or something else wrong with it. And it's a WHW03 V2. Sorry. Uh free. Yeah yeah with me a second. Um. It is. Uh. OH two zero J two zero M three eight B one six seven nine o
01:00
Speaker 2
Okay. What's the model number of this note? How many nodes do you have in total? Okay, can you give me the number of the specific node you're having trouble with?
01:00
Speaker 1
yep so I create yep three yes yes yes EE mobile broadband solid red
02:00
Speaker 2
Okay, just to verify, that's gonna be uh D O J. What? Uh D 0 M. C, it's P D 8 B. Is it three? 38B16790. Okay. And who's your internet service provider? P E E. Okay. And what's the light indicator of the node right now? What is the light indicator of the node right now?
02:00
Speaker 1
Aiila. I'm
03:00
Speaker 2
Okay. Can you provide me your full name and your email address, please? Your first name is you your first name is Julie. Your last name is what? JAR.
03:00
Speaker 1
I, S. Yeah. Uh, is Jarvis .gee G-O-double-L G-O-double-L at gmail.com. Yeah, those were two G's, not J's. G for golf.
04:00
Speaker 2
V. okay. all right. and the email. all right, so that's going to be J ELLI, J O L L at gmail.com. Okay, so G E L L I J O L L. okay. all right. thank you so much for clarifying that. Um yeah.
04:00
Speaker 1
Yeah, a solid red. At the moment it's right next to the parent node. How long? Oh, three years.
05:00
Speaker 2
[silence] there you mentioned that there is a light indicator on the node right now, correct? [silence] What's the color? [silence] solid red. And where is it located? [silence] Okay. How long have you been using this node? [silence] Yes. How long have you been using the note? [silence] Okay. Um we will try to uh troubleshoot the node. We will reset it and reconnect it back to your network and see if it's still gonna work. But justta suit your expectation that um for this specific system, we provide three-year warranty and for out of warranty device, we no longer provide any
05:00
Speaker 1
Okay. Yes. Yes, I have. Several times. Yep. Yeah. Oh. Yeah, I can't. Yes. You want me to go on that or ... No.
06:00
Speaker 2
All right, so we started off provides, ., and if in case that it is deemed defective after troubleshooting. So we will have to troubleshoot it first. Okay. Okay. All right. Since the node is already solid red. Did you--have you resset the node? I mean, have you tried to press the reset button? Okay. Can you try to go to the WiFi settings of your phone? Okay. Then try to look on WiFi name that starts with , or . Okay. No, no, no, no, not really.
06:00
Speaker 1
Okay. Yes, I do. Yes. About a meter at the moment. And I've also tried plugging it directly into the box that it comes into the house as well. Um. Okay. Okay. [silence] Okay. Because I have actually removed the node from the system, thinking I could reboot it. So add a node...
07:00
Speaker 2
Do you have the links his app, okay, how far is the nodes from the parent node again? Okay, okay. All right, can you please open the links his app? And then click on the menu button, the Hum boxer icon on the top left of the screen. All right, and scroll all the way down to the bottom. There's going to be an option to click on set up a new product. Okay. All right.
07:00
Speaker 1
Okay. All right. Okay. I'm I'm going to... Yep, so plug additional nodes into the power near the router, yeah? [silence] It's um, still solid red. Okay. It says, make sure everything's uh, it says, make sure everything is finished starting up. The light will blink when starting up and turn solid when ready. Okay. Right, just looking.
08:00
Speaker 2
I see, I don't know what name that you have. And there's going to be a step there. Okay, so when it plugged in, you just click next. So what does it say now? On the app? Okay, then click no, glided, solitary.
08:00
Speaker 1
It's just looking at the moment... It's still looking, but the red light at the moment is blinking.
09:00
Speaker 2
What does it say now? [silence] okay that's a good fine it means it's trying to connect now
09:00
Speaker 1
Sorry. [silence] It's [silence] it's not very far along the bar, at the moment, but the light is still flashing. We got a blue light now. Right. Okay. It does seem to have found it now. It's purple, and blue, solid blue. So, do I press next? Right, we seem to be working now. Brilliant. Thank you very much. Thank you. No, no, that's fine. Thank you very much.
10:00
Speaker 2
Okay, so what's the light indicator of the node now? Yes, please. Okay, that's great. So, can go ahead and go to the dashboard and then you can relocate the node. Oh yeah, Okay, you're welcome you have any other concern? Okay, no worries. Thank you so much. And you do have a good day. Take care and stay safe. All right,
14:00