V2 Rubric Detail — 556e567c-6976-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 11:27
Duration
33m 0s
Contact
David Barrett
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133570
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Nodes are Solid Red_WHW03v2

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall69.6% (+49.6)

V2 Grader Summary

The agent correctly applied the 5-press method for WHW03 v2 and guided a full reset, but failed to verify stable reconnection as a node later flashed red. Technical accuracy was weakened by incorrect LED references and lack of dashboard verification. Customer effort was increased by repeated information requests. The outcome was not fully confirmed, resulting in a partial resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent claimed nodes were working when they showed solid blue, but customer later reported a node flashing red again, indicating unresolved connectivity issues.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through factory reset and 5-press pairing method, appropriate for WHW03 v2 model.
R3 Met Correct resolution path conf 95%
Correctly used 5-press method for WHW03 v2 (no Pair button); full factory reset was appropriate for unresponsive nodes.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified red lights and performed resets, but failed to diagnose why nodes dropped out initially or verify stable reconnection.
T2 Partially Met Appropriate tools / resources used conf 80%
Did not use admin dashboard or web UI (http://192.168.1.1) to verify node status or topology, relying solely on LED interpretation.
T3 Partially Met No misinformation conf 90%
Correctly applied 5-press method, but repeatedly referred to 'solid pink' and 'solid red' as valid post-reset states for WHW03 v2, which should be solid purple (ready) or solid white (online).
Communication
C1 Partially Met Clear & professional language conf 85%
Repeatedly asked for model/serial after already provided; lost control during information gathering phase.
C2 Met Confirmed understanding conf 90%
Used simple language, repeated instructions clearly, and adapted to customer's pace during reset steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership, did not transfer, and stayed with customer through entire reset and pairing process.
O2 Partially Met Proactive follow-through conf 80%
Gave next steps but did not confirm if nodes remained stable; customer reported failure post-call with 'flashing red again'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue was within L1 scope to resolve.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite but no acknowledgment of customer frustration over repeated failures or sudden outage.
X2 Met Tone & rapport conf 90%
Adjusted tone and repetition based on customer confusion, especially during reset and 5-press steps.
X3 Not Met Overall experience conf 95%
Customer had to repeat model, serial, and email multiple times due to agent not recording or referencing earlier input.
Call Transcript58 turns · 62 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. My name is Van and I hope you today. [silence] What are the lights on your nodes? [silence] Was there any power outage that might have happened?
00:00
Speaker 1
No, not at all. Yeah, just suddenly stop working overnight. And the only one I've been able to reconnect is the parent node. It's, um, blue, solid blue. I have tried that on numerous occasions to try and add them back, but they will not, um, reconnect. Um, yes, I have done. Uh, um, plug them out, re-plug them in. And then they re 잘.
01:00
Speaker 2
I see, they suddenly stop working on their own. Is that correct? And what's the light in the parent node? Thank you so much. In this case, your child nodes are currently fully disconnected since they're showing you a solid red light. You will need to consider factory resetting them, so you can use the Linksys app to add them back again to your system. Did you perform a factory reset on the child nodes? How did you perform the factory reset?
01:00
Speaker 1
the reset button. I held the reset button down for at least 12, um count in 12 or 12 seconds if not more at times. Yes. Yes. Yes, that's right. The light, the power completely goes out after I unplug them. And then when I plug them back in, they perform the reset button and, um then they start, um flashing and just flashing red. And I know that that means that they're even trying to reconnect but, you know, I leave them on for ages and nothing happens.
02:00
Speaker 2
on the reset button. How did you perform it as a well? When performing a factory reset, you must observe that the light completely goes out. If the light does not go out, it does not indicate a complete factory reset.
02:00
Speaker 1
Yes, this is my first time calling the support team. But, it is David. Last name is Barrett. E-A-R-R-O-T. That's right. And the email address will be Elaine. E-L-A-I-N-E. And then after that, it's R. R-O-T-T. At Hotmail dot. com.
03:00
Speaker 2
I see before anything else can I ask is this your first time calling. Since this is your first time calling, I'll just have to gather some quick info information so I can create a case here in our and can I have your first and last name. David Barrett. What about the email address.
03:00
Speaker 1
Yeah. Yeah, that is my number , yeah. OK, then. All of them? Or just the parent node? I've got three, the same model, and then I've got a small white one. Right. This little serial number. Oh. 20 , 202.
04:00
Speaker 2
Thank you. [pause] Thank you so much. [silence] Elane. [silence] Are Barrett at Hotmale.com. [silence] The phone number that you're currently calling is 07882 554 734. [silence] Can you provide me the serial number of the links device? [silence] Apparently not. Are they all the same model? [silence] Yes. [silence] Thank you. [silence]
04:00
Speaker 1
Okay 20 M for 20M 0M 3p 6th 1994 Yep Yeah Sheep That's right model number you see master yes that was model number we just have that in my office right yeah and then model number
05:00
Speaker 2
And what's the model number of the device as well? The model number. What's the model number?
05:00
Speaker 1
WHW0-3V2. So that's WH W0-3V2. Internet Service Provider is literally your warehouse. Yes, Wes. Yes, we have. We used the to set up the system and we have it ever since.
06:00
Speaker 2
Lastly, Mae knows the internet service provider. [silence] Just to clarify. Are you using the Linksys Smart WiFi app? [silence] In in your Linksys Smart WiFi,
06:00
Speaker 1
Um we went through erm setting up the parent node? And then afterwards we plugin the child nodes close to the parent node before we transfer them to the different locations. Yes, yes, yes, we went through the app. We're still the app's still open now. The app's not working at this moment. But which one did we click? We went through the whole system, you know, like, what we should've done. In fact, what our app's saying at the moment, is ready to complete that.
07:00
Speaker 2
Yes. As you mentioned, you already tried adding your child nodes before calling. As of the moment, how did you try adding the child nodes? Were you using the Lynksys Smart Wi-Fi app? OK. All right. And which option in the app did you click?
07:00
Speaker 1
I don't want to complete setup. Okay, quit the setup. Yes, I have. It won't quit. I've gone on to I don't want to and it comes up. I click setup and I'm pulling and clicking on and quit setup. But then it just goes back to the other page. No. I'm on the page where it says ready to complete setup and then it's got at the bottom, complete setup. I don't want to complete setup. So I press on to I don't want to complete. It brings up.
08:00
Speaker 2
You click on I don't want to Skip setup. And you quit the setup. Now, what are the options given to you? There's no option that allows you to log in or sign out.
08:00
Speaker 1
Quick, set up, and complete setup. Quick, set up. When I press onto quick setup, it just goes back to ready to complete, so it won't allow me to move on from there. Hmm? Shall I complete the setup and see what happens? So we've got a little circle going around. No, it's not doing anything. My phone? No, no. No, my phone isn't connected to the Linsky. We're on another phone doing that.
09:00
Speaker 2
I see. Yes, go ahead and try. Is your phone currently connected to the Linksys Wi-Fi? [no speech]
09:00
Speaker 1
It used to be until it went down. So now we're using the internet from the internet provider. so the phone's trying to connect to the the and it tells us we're unable to join the Wi Fi network.
10:00
Speaker 2
on your Linksys Smart Wi-Fi app is that same phone that you're using for the app connected to the Linksys Wi-Fi? The app will not work if it's not connected to the Linksys.
10:00
Speaker 1
Fair enough. So I'll plug it out and reset it then, yeah? I'll turn it off and reset it. Okay then. So just turn it off and reset it, or just reset it, as it is. Okay. No problems.
11:00
Speaker 2
I need to proceed with a complete factory reset on all of your nodes,
11:00
Speaker 1
Yeah, I'm doing that. So the red light's flashing. So it's gone out. It's gone out now. Okay. You're right. I'll shut up. Is it on now? Closer.
12:00
Speaker 2
all right also do the same thing on the other nodes
12:00
Speaker 1
It's what you can see the full view, that. Okay, they've all gone out fully now. There's no lights on the, oh, looks a little bit blue, yeah. On the parent node. Yeah, there's a little flash in there. Very weak blue light on the main node.
13:00
Speaker 2
All right. Switch the lights on the main one.
13:00
Speaker 1
So it's gone red now, the light on the parent node is red. Okay. Yes, I've done that. Yes. Okay.
14:00
Speaker 2
All right, turn off the other child nodes and only have the parent node turned on. [ silence ] Now that all your nodes are turned off apart from the main node. Go back to the main one. You're now going to be performing what we call the five
14:00
Speaker 1
So press it, and release it and press it again. I'll follow it. okay, I've done that. It is red. It's... solid. Yeah. Okay.
15:00
Speaker 2
Press the method. You're going to press release. Wait a second. Do it five times on the reset button. Five times. In that sequence. What's the light right now? Is it flashing or solid? Once again, do the five press. It goes like this. Quick press, quick release. Wait a second. Quick press, quick release. Second. Five times.
15:00
Speaker 1
I've gone for an orange light with some flashing Okay. We've got a blue light. Blash. No, it's solid. We've got a solid blue light, no.
16:00
Speaker 2
All right. Now, turn on the other nodes as close as possible to the parent node,
17:00
Speaker 1
Okay, has done much now. [silence] Yeah, the red light hasn't come back. [silence]
18:00
Speaker 2
All right, wait for your Child-Growth to turn back to a solid pink or solid red light. [silence]
18:00
Speaker 1
no uh, does it take a while for them to uh, start flashing? uh, yes. Right, I've got one that is turning solid red. Okay, yeah. I've got two that's done that. Okay. Right, yeah. I've got three of them that's oh, yeah, go
19:00
Speaker 2
Yes. Rebooting is flashing blue. And after they done rebooting, they should turn into either solid pink or solid red color. [silence] All right. [silence]
19:00
Speaker 1
Okay.
20:00
Speaker 2
child nodes are now solid green? Go to the main one and do the five press again. Press release, wait a second, five times. No. On the main one. Yes. Yes.
20:00
Speaker 1
All right, so we're back to solid blue on the parent node. I've got one of the child nodes flashing red, okay. Yeah, I've got... yeah, that's flashing red. No worries. [silence]
21:00
Speaker 2
All right. Keep on observing it. It takes three to five minutes.
22:00
Speaker 1
Still flashing yet. It's solid blue. I've got one of the child nodes.
23:00
Speaker 2
still flashing? What about the main? or the parent node? is it still in solid blue? also?
23:00
Speaker 1
solid blue now. And the other one's still flashing. Oh no, the other one has gone back to red. Yeah, I have two solid blues. Yeah, on the child nodes. Yeah. They're blue on the child mode, now. But if we're back to that. We'll expect those up. I've also got an extender And there's nothing on it. Is that. [ silence ]
24:00
Speaker 2
Perfection. If it's an extender, it's a different setup from your mesh network.
24:00
Speaker 1
Okay, thank you. once that's been right. no. um on the um extender what's the setup on that one? I can't hear that one.
25:00
Speaker 2
Since your child nodes are back to a solid blue, it indicates that they're fully functioning and working again. So in order for you to connect to the Wi-Fi, just connect to the Wi-Fi name off the parent node. All right, and since you've successfully added your child nodes, you can relocate them back again to their original positions as well. Is there anything else? If it's a range extender, which is completely different, it needs to be manually configured as well. Since it relies on router, you must connect to the range extender's Wi-Fi name so that it will initiate its setup sequence as well. If unfortunately, it is not a Linksys range extender, we cannot assist you much further for it, but you need to contact the manufacturer of it instead.
25:00
Speaker 1
It sounds Silinsky? Silinsky? It sounds like one of the nodes, uh, flashing red again. So it's lost contact. So in order to connect back to the Wi-Fi now, we just put the Wi-Fi, um, and then Into the LindsayThat's connected that way. Um, just to join the, um, internet network. You know, with the Lindsay. We just use, um, our network password for that.
26:00
Speaker 2
All right. For the range extender, as much as possible, please do it either on a tablet, computer or laptop, since the setup wizard sequence is much smoother when it starts to initiate there. Keep on observing it. I'm sorry, what was it? No. [silence]
26:00
Speaker 1
right so we get that from the Len Skee app would we? I didn't realize me okay thank you uh huh let's just have a look while I'm on the phone with you uh okay so the names re the network and password alright yes um not at the moment
27:00
Speaker 2
Since you performed a factory reset, you must use the Wi-Fi name of the Linksys and the password of the Linksys as well. You can just change it using the Linksys app. The Wi-Fi name and the Wi-Fi password is located physically underneath the parent node. Yes. Uh clear? Just to confirm, is there anything else that I can also assist you with? I'm sorry, what was it again? You mean to the Wi-Fi? Yes, go ahead and connect to the Belop setup to see if you can go online.
27:00
Speaker 1
password, would you recycle, stop the password and stuff. So can we go on to the um app to put that in? Right. So um we'll just go back on to the setup then. Alright. Wi-Fi. network setup. Yeah. Yeah.
29:00
Speaker 2
On the app since you're connected with the default wifi name, it will now allow you to start from scratch so you can customize it and put it back to what it was originally.
30:00
Speaker 1
um, so we we get dev ন उनposition and then what do we do after that? okay, So with um, um, you know on the app it's telling us um, it is it won't do anything on the app. Yeah, it's not doing anything on the app. So, um, where do we put the password in for the parent note? Do we do that om the app or where?
31:00
Speaker 2
no, you're basically set and working. the app just allows you to customize it if you want to change the Wi-Fi name and password. uh, no, there's no password. the password that's attached on the parent node is your Wi-Fi password. [silence]
31:00
Speaker 1
Okay. I see. Okay, then. Okay. Thank you, very much. We will try that, and if anything, we can uh get back to you. And you too. Thank you very much. Thanks again. Bye bye.
32:00
Speaker 2
So if you want to connect a different phone, a different TV, a different laptop to the Wi-Fi, that's the password you'll be using. If your app still would not work properly, you can either restart your cell phone if it's still would not work. If after a restart still wouldn't work as well, you might need to uninstall and reinstall the app as a last option. All right. So once again, thank you so much for calling Linksys. as well. Take care and have a great day. Bye-bye for now. [silence]
32:00