V2 Rubric Detail — 5d6dcd9c-69c8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:14
Duration
20m 4s
Contact
Bridgette Baker
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133673
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4000_Child Node Lost Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.75/5
Communication3.75/5
Ownership4.00/5
Escalation0.00/5
Customer Exp4.29/5
Overall56.2% (+20.2)

V2 Grader Summary

The agent provided technically accurate and empathetic support, maintaining ownership and communication throughout. However, the issue remained unresolved after basic troubleshooting, and the agent failed to escalate despite a persistent blinking red light—a documented trigger for hardware fault escalation. This omission prevents a higher outcome classification, resulting in Partial Resolution.

V1 Case Analysis

Customer reports WHW03 node (SN 20J10M27A03987) in Velop mesh (MX4000V2 parent) showing blinking red LED and intermittent connectivity. Agent advised power-cycle and relocation but provided incorrect voltage/aux cord guidance. No firmware check, factory reset, or RMA discussion despite blinking red LED (escalation trigger per KB). Call ended abruptly with no resolution or clear next steps.

Troubleshooting Steps
  • Power-cycled the WHW03 node
  • Moved the node within 5 ft of the parent MX4000V2 node
  • Observed LED behavior (blinking red/blue, solid blue)
  • Advised on maximum node-to-node distance (25 ft)
Key Observations
  • Agent provided factually incorrect technical advice: suggested changing voltage/aux cord, which is not applicable to WHW03 nodes per KB.
  • Blinking red LED after reboot/reset is a documented escalation trigger per KB, but agent failed to escalate or offer RMA.
  • No firmware check or factory reset suggested, both required troubleshooting steps before escalation.
  • Call ended abruptly with no clear follow-up path despite unresolved issue.
Positive Highlights
  • Correctly identified excessive distance (~60 ft) as a potential cause and advised moving node within 25 ft range.
  • Guided customer through basic power-cycle and relocation steps per KB recommendations.
  • Maintained polite tone and acknowledged customer's situation during troubleshooting.
Agent Errors / Gaps
  • Provided materially incorrect technical advice about voltage/aux cord adjustment for WHW03 nodes.
  • Failed to follow escalation protocol for blinking red LED after reboot/reset (documented trigger).
  • Did not suggest factory reset or firmware verification, both required steps per KB.
  • Allowed call to end without establishing a clear follow-up path or callback time.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with node still blinking red and connectivity issues unresolved; no resolution, RMA, or escalation provided.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent advised power cycling and relocating the node near the parent, but skipped key steps like factory reset, firmware check, or confirming mesh topology; troubleshooting was basic and incomplete.
R3 Partially Met Correct resolution path conf 90%
Agent attempted best-effort troubleshooting but failed to assess warranty status, confirm hardware fault, or escalate after repeated failure—missed appropriate path for persistent blinking red light.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified blinking red light and asked about prior actions, but did not probe firmware, connection type, or recent changes; diagnostic process lacked depth despite clear symptom.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI, logs) were used or required; issue was handled via customer-guided physical steps, which is appropriate for this scenario.
T3 Met No misinformation conf 97%
All technical advice (e.g., 25 ft recommended distance, wait for solid blue, 110V compatibility) aligns with Linksys documentation and contains no inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general control but had unexplained silences, no clear framing, and abrupt transitions; call ended without summarizing next steps.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed understanding, and adapted to customer’s pace and questions without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, did not transfer, and remained engaged until customer disconnection due to external conflict.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested moving the node and waiting, but did not set a clear timeline or proactive follow-up; customer was left to self-manage next steps.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced; this appears to be first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Node showed persistent blinking red after reboot and repositioning—trigger for hardware escalation per KB; agent did not escalate despite clear failure.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, so execution criteria (correct team, details, customer notification) were not met; failure to act on warranted escalation.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy (“I’m sorry”), thanked customer, and remained patient and courteous despite interruptions and unresolved issue.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, used affirmations (‘yeah’, ‘mm-hmm’), and adjusted explanations based on feedback.
X3 Partially Met Overall experience conf 90%
Agent avoided re-asking known info but required customer to physically move device and wait—effort could have been reduced with escalation or remote diagnostics.
Call Transcript34 turns · 37 lines
Speaker 1
Mary Ann's
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hello. Thank you for calling Linxys. My name is bell. This is your first time calling. Yes, may I have your first and last name? Sorry, um, I did not hear that. Uh, you're
00:00
Speaker 1
My name is Bridget Baker B Baker, two, two, four, at Hotmail.com, two, two, four, 8 7 5 1 0 1 0 uh four or five, I think. So the one my computer connects to or the one that connects to the router in the house. [silence]
01:00
Speaker 2
Okay, uh, may I have your email? And can you please also give confirm your current phone number? Okay, thank you. And how many links this device do you have? All right. Uh, this is a mesh system. May I have the serial number of the main linksys node that you connect directly to your internet? Um, the main linksys node that you connect directly to your internet provider.
01:00
Speaker 1
okay, that's, I will get you that serial number. I got, I have a different serial number in front of me. Sorry, I was thinking of something else. But, can I tell you what the problem is? I'm going to go get it. I have to go in the other room. So, my internet. Okay, well I walk over there. So my internet comes in through AT&T on, on an AT&T router and then links is plugged into that and then feeds my house, you know, through its nodes, feeds my house the Wi-Fi. But my AT&T network stays up, but the link of stuff keeps going down. It's not every day, but like it's down now it's been down for two days and then it it'll come back up by itself, but I don't know what makes that happen. And I don't know why it goes down and I'm at the other router and it's actually blue. It says it's working. burning out loud. I don't understand. Okay, so this one, yeah, I'm going to give it to you. Yeah.
02:00
Speaker 2
Yes, you can tell it, yeah, you can tell me while you go to that device. Hmm. All right, um, may I check the serial N M M B B.
02:00
Speaker 1
hold on, hold on I gotta, I gotta make it a, I gotta use my camera and make it bigger, it's really small, three, eight, U, two, zero, M, M, one, D, D, O, one, three, five, nine. model number is MX4000V2. they're, the ones that I'm using are this, but there's another one, there's another model here, also. Um, let me go look at that other model. those are, the other model is a kind, there's one of those over here. I can give you the model number for this one, [silence]
03:00
Speaker 2
What is the model number? May I confirm if all the links with nodes shows like the same? model.
03:00
Speaker 1
It's also working, so only the new one's not working. This model number which is also working is called ... serial number ... ... and inside ... um ... it doesn't have the model number in it. Oh yeah, it does. WHW03. The serial number for this one is 20J10M27A03987. This one is also working. The other 4,000 is working. No. There's two
04:00
Speaker 2
and the serial number for those. So, okay, the M-X 4,000s are working and May I know how many WHW-03 do you have?
04:00
Speaker 1
oh, it's working, it's just the 4000 model. Uh-huh. It's an extender. Uh-huh. Uh-huh. Uh-huh. red. It's red. Yeah. Oh, it's all red, I'm walking back out to that one now. Uh-huh, yes. Uh-huh.
05:00
Speaker 2
[silence]
05:00
Speaker 1
Uh, well actually, actually it's blinking red. I thought it was solid red but when I pulled it up, it is blinking red. I'm sorry. I tried to, yeah, turn it off, turn it back on. That kind of stuff, disconnect it.
06:00
Speaker 2
So since the other's are working except for one, that might be one of the factor or the reason why. So what have you done so far for this one that shows a solid red before you called us? Okay. All right. Uh it's okay. So it's blinking red light. So have you tried anything for this node before you called us? Okay. I see. Um can you try to uh bring this specific node that's showing a blinking red light just unplug it and then bring it in inside the same room where the main linksys node is located. Um you're gonna plug it
06:00
Speaker 1
Okay, so I should take this power cord with me. And can you tell me what, again, why it keeps dropping? [silence]
07:00
Speaker 2
We can head in at least five feet from the main node so we can check if this still connects even if it's very near from the main
07:00
Speaker 1
Yep. Yep, I just got it unplugged. I'm walking it near the main note. And is there, and so, I don't have to plug it into the main note. I just have to plug it in in the same room, right? Yeah. Yeah. No problem. Okay. All right. Oh. Thank you. All right. Okay. Okay. All right. Okay. Okay.
08:00
Speaker 2
Right. Just in the same room, any outlet, at least within 5 ft. from the main one.
08:00
Speaker 1
It's hard to tell, yet. Oh. Well, it's got a blinking blue light right now. [silence] It's uh blinking red.
09:00
Speaker 2
Ah, yes, that is still powering up. So just wait for a couple of minutes. Let me know. It will end up on a solid, steady blue or a different color. [silence] I'll wait for a couple of minutes.
09:00
Speaker 1
Oh, it's solid blue again. Yeah. Okay. No, it's going back to red. Now it's solid red. Oh, now it's blue. I don't know. It's going back and forth. We'll wait another minute.
10:00
Speaker 2
Okay, if it's showing you a solid blue, wait for 30 seconds. Let me know if it's still solid blue after 30 seconds.
10:00
Speaker 1
okay, it's showing up on my oh no, it's blinking blue again. it's showing up on my app though, having a full signal. okay. It's a solid blue now. Maybe it will stay there. And then if it stays blue, so like when it gets disconnected, this is what I have to do to reconnect it and then take it back to the other.
11:00
Speaker 2
Yeah. Mhm. [silence] Yeah. [silence] Um so yeah, for example, if it won't reconnect automatically, like, for example, it shows like continuing blinking red light, if a simple unplug and plugin using the power cord will not work, then it's the time that you bring it back to me. And if you're going to change the voltage, you need to get the aux cord. [silence] Yeah, wait until it shows like a steady blue and we'll see if it stay that way. Um, yeah. Yeah. For example, if it won't reconnect, like continuous blinking red light is a simple unplug and plugin using the power cord will not work. Then it's the time that you bring it back to me. And if you're going to change the voltage, you need to get the aux cord. Best whether to bring it back to me. Because it's here and then we see the buttons here. What voltage. Oh, so that's the voltage button. Cool. And what voltage is this? This is 110V. Right. Oh. Okay. Okay
11:00
Speaker 1
Okay. And- it's- it's still, yeah, it's still falling blue. Okay. Okay, perfect. Come on, little guy, let's go. I appreciate your taking the time to do this with me. [silence]
12:00
Speaker 2
then this would help actually to recover the connection. Mm-hmm. Um, is it still solid blue? I solved the moment. Okay. Now, uh, we'll try to relocate this to its original location and we'll see if it will still work the same. Yeah. Mm-hmm. You're welcome.
12:00
Speaker 1
And when these things work, they're great. When they don't work, it's a pain. All right, I'm plugging it back in, waiting for it to Well, it shows solid blue, but it always does right away. See if it's online. Oh, now it's blinking. and now it's blinking red. [silence] and it's still blinking red. Still blinking red. [silence] So from the nearest node, it's probably it might be 60 feet. 6 0. [silence] range. [silence]
13:00
Speaker 2
O, okay, 60. Yeah, okay. All right, might be a little bit too far. Uh can you try to move it closer? Uh can you try to move it closer? Um at least because the maximum, um maximum, uh what you call this advisable distance or range per node to each other should be only 25.
16:00
Speaker 1
That 22 is 30. It's a little bit longer than that. But usually it works. It's just not working now. Come on. Yeah, I'm working on it. Yeah, it's going to be hard. Oh, it's uh. Okay. So, this is actually um. So, the node, the other node is in my window. And this is in my backyard. Is this going to work? No, I can't plug into this. That's not that's too big. You need another cord. Okay, I'm going to have to find another cord. So, you think it's going to just be too far? [silence]
17:00
Speaker 2
Right. Sometimes it would work, but yeah, and if you will notice over time, it will sometimes disconnect because of that. So you try to move it closer, like another 10 feet from that location. You try to move closer. We'll try to see if where is going to be the perfect spot for that.
17:00
Speaker 1
[KEEP_UNCERTAIN] So if I want it. Do you have any that work outdoors? Right. Do you have any like if I had a gazebo or uh something that helped with the outside to get Wi-Fi outside in your yard? This sits in a little, right. Huh. Um yeah okay. Well so I've got this closer. Let's just see what happens here. But it can't stay outside but maybe it will work out there is what you're saying. It's just maybe too far. [silence]
18:00
Speaker 2
Yeah, that might be the reason, yeah. I'm sorry, outdoors? I see. Yeah, we don't have actually a product that's designed for outdoors, but normally they just use the same device. Um, you can either put it um outside, like near the window or something. Yeah. Uh it can't stay outside, yes, um, but
18:00
Speaker 1
yeah yeah yeah yeah yeah yeah yeah All right. I'm sorry. I didn't realize it was happening. I have a conference call coming in right now, so I have to I have to go. But I will try this, and keep going. Thank you very much. Oh, actually, I'm closer, and it's still blinking red. Okay. All right. I do have to take this conference call, though. I will call back in a little bit if it still doesn't work. Thank you. Thank you so much. [silence]
19:00
Speaker 2
... You can put it at least, like, in a window where out from outside you can get some signal. Okay. Okay, sure. Oh yeah, that will take time. Uh blinking red sometimes it means it's connecting after you plug it in. So, just wait a little bit. All right, sure, no worries, uh just call the same phone number. You're welcome. Thank you for your time. Bye bye.
19:00