V2 Rubric Detail — 602df100-7ef5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:59
Duration
20m 0s
Contact
901-279-4556
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00136955
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+35.8)

V2 Grader Summary

The agent correctly diagnosed the red-LED child nodes, performed a factory reset and the 5-press pairing method appropriate for a WHW03 mesh, and achieved solid-green (intended solid-blue) status indicating connectivity. The customer confirmed the nodes were working and expressed satisfaction, with clear next-step guidance and a ticket number provided. Despite the LED color misstatement in T3, the technical execution was accurate and led to a confirmed resolution.

V1 Case Analysis

Customer reported two WHW03 V2 child nodes showing solid red after power outage. Performed factory reset (reset button hold) and 5-press pairing on parent node. Both nodes returned to solid green. Ticket LTS00136955 created.

Troubleshooting Steps
  • Power-cycled child nodes and parent node.
  • Instructed factory reset (reset button hold).
  • Performed 5-press pairing method on parent node.
  • Verified child nodes returned to solid green LED status.
Key Observations
  • Agent instructed a 25-second reset hold, which exceeds the KB-recommended 10-20 seconds for WHW03 nodes.
  • Customer experienced confusion when nodes blinked blue then returned to red after reset attempt.
  • Agent correctly applied the 5-press pairing method for WHW03 nodes, which is supported per KB.
  • Call had multiple silences and inefficient pacing, reducing efficiency.
  • Resolution confirmed by solid green LEDs on both child nodes.
Positive Highlights
  • Collected essential customer information (name, email, model, serial).
  • Correctly identified and applied the 5-press pairing method for WHW03 mesh nodes.
  • Confirmed successful resolution by verifying solid green LED status on both child nodes.
  • Provided a ticket number and clear next steps for future issues.
Agent Errors / Gaps
  • Incorrect reset duration instruction (25 seconds instead of 10-20 seconds) — contradicts KB guidance in universal_factory_reset.md.
  • Unclear explanation of reset process led to customer confusion when nodes blinked blue then returned to red.
  • Extended hold time without explaining why it differs from standard reset procedure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed both child nodes achieved solid green (interpreted as solid blue) and customer expressed satisfaction; issue resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset and 5-press pairing, observed LED behavior, and waited for stabilization — logical, sequential troubleshooting.
R3 Met Correct resolution path conf 90%
Agent selected correct reset + 5-press path for WHW03 mesh after power outage; no inappropriate escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Identified solid red LEDs as symptom, confirmed recent power outage, followed structured diagnostic flow to root cause (lost pairing).
T2 Met Appropriate tools / resources used conf 85%
Used correct physical tools (reset button, 5-press method) appropriate for the issue; no additional tools needed given successful outcome.
T3 Partially Met No misinformation conf 100%
Agent correctly applied 5-press and factory reset but repeatedly referred to 'Online' LED as 'solid green' when KB states 'Solid blue' for WHW03.
Communication
C1 Met Clear & professional language conf 85%
Agent kept call on track, placed customer on hold with clear purpose, guided troubleshooting to conclusion.
C2 Met Confirmed understanding conf 80%
Language was simple and courteous; agent apologized for hold time and explained each step in plain terms.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned case from start to finish, performed all troubleshooting without unnecessary transfers.
O2 Met Proactive follow-through conf 85%
Agent gave clear next-step instructions (keep nodes within 5-6 ft, relocate after pairing) and provided ticket number.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent apologized for hold, thanked customer for patience, acknowledged inconvenience of power outage.
X2 Met Tone & rapport conf 80%
Agent matched customer’s pace, used calm tone, and checked understanding throughout the call.
X3 Met Overall experience conf 85%
Agent avoided unnecessary repetition, performed resets on customer’s behalf, gave concise instructions.
Call Transcript28 turns · 32 lines
Speaker 1
Hey Abby. How are you doing this afternoon? I'm doing okay. I was calling cause two, uh, two of my, um, two of my, uh, I guess the, um, Wi-Fi extenders, um, are not working. So I was calling trying to get some help on that. [silence] Yes.
00:00
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. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. This is Epi. How can I help you? I'm good, sir. How about you? Uh uh uh uh. Uh uh uh. Okay. So uh two of your child nodes are not working. So there both.
00:00
Speaker 1
yeah, yeah, both are red. Uh, I didn't over the weekend, I've tried to I did the hold reset button. I unplugged it for a couple of seconds and plugged it back up. And every time I do that, it just comes back red on both of them. I have. Um, I believe so. Yes, I don't think I have a call before. Uh, Sherman. That's S-H-E-R-M-A-N. Last name is Harper. H-A-R-P-E-R Jr. S as in Sam. L as in low. H as in hot. J as in jump. the number 82@Gmail.com.
01:00
Speaker 2
Red right now? Okay. All right, sir. Would this be your first time calling links? All right. Let me create a record. Can I have your name? Okay. And your email address, sir Sherman? Okay, so that's slhj@yahoo.com.
01:00
Speaker 1
That's co- that's co- that's correct. Okay, you want both of them? You want both of them? Okay. Okay, I'm gonna give you one and then I'm gonna walk to the other and give you the and give you the other one. Okay. So, I have three, I have three of them. Yeah, I have three of them. I'll package. So one is upstairs that's connected to the to the modem and then the other two are downstairs. Then they'll spread it out downstairs. And the other the main one is the main one is upstairs with the hooked up to the modem. Uh, yeah.
02:00
Speaker 2
toOtGmail@gmail.com, right? Can I have the model number and the serial number of your link. Just let's just try to look underneath it. we'll just have to check on the uh, Okay, uh, just just both of them. just both of them. but this one is purchased to the in in a all in one, right? Like package. you have the parent node and Okay. Okay. Can we go to the main one, sir? Sherman. Let's just uh, let's just move this uh, child node close to the [silence] [silence] [silence] [silence] [silence] [silence]
02:00
Speaker 1
[KEEP_UNCERTAIN] Okay, so do you want me to... Xfinity? Yeah. Do you want, do you want me to take the two child up there to the - closer to the main? The ones that... Okay, let me take Let me type both of those up. Okay, I'm going to type both of them up Give me a second Yes, okay, Okay
03:00
Speaker 2
The parent node, okay? And, uh, I'll just get the model number and the serial number of the parent node, the main one. Who is your internet service provider? Exfinity, okay. Yes. Yes, please. So, it could be five to six feet away. And while you're doing that, whatserveman, can I put you in hold for just about three- two- four minutes? I'll just adjust my, uh, yeah, phone here, I'm sorry. Um, I'm just getting static. Okay, all right. Just hold on, please. [silence]
03:00
Speaker 1
yes ma'am. yes. yeah, but they I just I just wouldn't but now you need. Okay, let me get it. Okay, the serial number is 20 J as in jump. 20 M as in man 36 as in apple 2032.
06:00
Speaker 2
Hello, sir. Yes. Hi, thank you so much for patiently waiting. I apologize for the hold. Okay. So, um, yeah. Uh, did you move the, uh, child nodes now to close to the parent? Okay. You just plug them in and can I have the model number, the serial number of your parent node? Okay, so that's 20J, 20M, 36A for Apple. 20.
06:00
Speaker 1
That's correct. And the model number is W as in water, H as in height, W as in water, 03, V as in victor, and the number two. Ooh, that's a good question. Um, it's been some years. I haven't had it close to years, uh, probably five. Yep. Yes, and they've both just finished and they're both still red right now. Yeah. Yes, ma'am.[silence]
07:00
Speaker 2
032. Okay. Yep. okay all right Thank you for that and how long have you been using this device just an estimate how many years five years okay all right so right now the the child nodes are probably turned on right they're both red solid red okay all right what about the parent node
07:00
Speaker 1
The pairing code is solid green. Yes. Okay. Okay. When I've seconds. Okay, I'm about to do it now. [silence]
08:00
Speaker 2
So, what we got it to do here, since these child nodes lost connectivity from the parent node, we'll just have to reset them to Factory default and pair it back. Okay. So can we do the reset on both child nodes. So to do the reset or kindly press and hold the reset button for 25 seconds. Kay. So yes, 25 seconds. So actually, once you press the reset button, you would be able to see the light on top. That should goes off and you would be able to see a blue light. To keep on pressing it up until 25 seconds.
08:00
Speaker 1
All right. Just had it for 25 seconds and it's just released hold on okay right now it looks like it's just blinking uh blame it's just blinking blue okay they both just stop in their back to red again they solid red Yes. it went off. Yeah, the blue, once it came back on, it was blinking. Once it, once it came back on. And then, once the blue light started, stopped blinking, it turned red. Okay.
09:00
Speaker 2
Okay, by the way, when you pressed the reset button earlier, were you able to see it, like did it go off? And you see a blue light? Or [silence] Right? Okay. Okay, so we'll just have to do a five press, okay? Um, this is the uh quicker the uh quickest way to pair the uh nodes. Okay? So the parent node will actually search for the child nodes. On this one. So to do the parse sir, um just press the reset button on the parent node, okay? It should be on the parent node. Press it. So do not press and hold it. Just five times. Press release, press release, press release, press release, press release. Yeah. Okay. Is it kind of blinking or. Yeah, you should see the child node lights blinking. Starts to blink right now. Okay.
11:00
Speaker 1
So, but no no actually both of Them are blanked. Yeah both of Them are blanked now Okay Okay Okay. what makes them um what what makes them uh disconnect from each other like that uh yeah we we did we did have a power outage that's what happened it showed that's why I think uh Friday Fri evening we had a power outage and then I saw you guys were closed over the
13:00
Speaker 2
Yeah. You will do it one at a time. Okay. All right. Okay. So that takes time, sir Sherman. Usually it takes around four to six minutes. So we'll just wait for that uh for the lights to turn solid green, okay? Well, um, most of the time, okay, that would be the uh the the distance, okay? Um, it could be that it lost its signal from the parent node. There are some wireless devices also interfering. Uh, power outage is uh Yeah. Yeah.
13:00
Speaker 1
Weekend, I mean, it was off. The power outage when I need God was closed, so I couldn't do nothing about it, so. Yeah, from the power outage. Got you. Got you. Okay. Yeah, it was still showing up in my, in our home when we connect to the Wi-Fi, but once we connect to it, there was no signal, so we have to connect directly to the, to the Wi-Fi, uh, to the modem Wi-Fi. Oh, okay. um, I do not do I need to do I need to download? [silence] Gotcha. Okay. Yeah, I never downloaded. Oh, yes, I have one done. Yeah, I have a laptop downstairs. Okay. One is went solid green, actually, both of them just went solid green.
14:00
Speaker 2
Do you have the Linksys app installed on this, on one of your phones? Uh, no need to. No need to. Uh, I was just asking if you have it. k because uh there's another way for us to access the router settings if these child nodes won't be able to uh pair or won't be able to connect using the uh Fibrage. So, we'll do it in another way. Um we'll be using the user interface of your Linksys router to add the child nodes. Do you have any computer available, Sir Sherman? Laptop or maybe a desktop? Okay.
15:00
Speaker 1
Okay. So, one just, yeah, one, yeah, one just, one just went out, both. Okay, the other one just went out. And now, let me see what is it doing. Okay, one just came back. Okay, both of them just came back solid green again. Okay. Okay. Gotcha. Okay, one just started blinking. Or just one just went out and came back in again.
16:00
Speaker 2
Okay, we'll wait for one more minute because sometimes, yeah, the, uh, the light is not steady even if it's green. [silence] Okay, so we'll just observe for another minute, another minute, okay? Yep. So we need to make sure that it stays on solid green. [silence]
16:00
Speaker 1
[silence] Are you still solid green? Okay. Gotcha. Gotcha. Okay.
17:00
Speaker 2
Okay, so is there any changes or ... Okay. All right. So, that's a good thing. Right now both of your child nodes are connected to the parent node, sir. So, what we actually did was we reset both. If ever this happens in the future, you can do the same thing, okay? [silence] If it's solid red
17:00
Speaker 1
[DOWNWEIGHT] Got it. gotcha. okay. so is the safe for me to move down stairs where you had So, okay. Got it. gotcha. okay. okay. Perfect. Yes, ma'am. Well, I appreciate the help. No, ma'am. It's here for today. I appreciate your help. Okay. I'll write it down.
18:00
Speaker 2
then move the child nodes close to the parent node at least for, um, five to six feet away. We set them both to factory defaults and, and do a 5-press pairing on the parent node. Yes, you may relocate them, yes. So just do it one by one. So, um, first turn on the, uh, the one closest to the parent node. Um, make sure that it's solid green before you turn on the second one. Okay. All right. So would there be anything else? Not a problem. Well for more information, just please visit our site, support.Linksys.com. Let me give you this ticket number, sir. Please take note.
18:00
Speaker 1
Okay where's the ticket note? Oh no. Let me just just there's zero zero one three six nine nine five. Oh one five. Oh one five. I don't know I'm gonna I'm gonna breathe that so LTS Uh-huh uh-huh nine five five I got you okay perfect. You too thank you. Bye.
19:00
Speaker 2
Ticket number is L for Lima, T for Tango, S for Sierra, 00136955 155955. Yeah, LTS 00136-955. Yes. Okay. All right Thank you again, Sir Sherman, for calling Linksys. This is F, E. You have a great day, sir. You take care. You're welcome, bye-bye.
19:00