V2 Rubric Detail — 67d9128c-7936-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:30
Duration
53m 38s
Contact
Michael Julius
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135822
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol4.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.1% (+28.1)

V2 Grader Summary

The agent successfully resolved the WHW03 mesh system’s connectivity issue by correctly applying factory reset, 5-press pairing, and Wi-Fi reconfiguration, with customer confirmation of device connectivity. Technical accuracy and ownership were strong, though communication could have better adapted to the customer’s emotional and physical challenges. No critical failures occurred.

V1 Case Analysis

Customer's WHW03 mesh nodes showed solid red LEDs. Performed resets and 5-press pairing to restore mesh connectivity. Updated Wi-Fi SSID/password via 192.168.1.1. Devices connected successfully. Issue resolved.

Troubleshooting Steps
  • Confirmed model (WHW03) and serial number (149187291325F).
  • Instructed power-cycle and standard reset of each node.
  • Applied 5-press pairing method on parent node to restore mesh connectivity.
  • Verified mesh status via LED observation (agent incorrectly described as green instead of blue).
  • Logged into router web UI (192.168.1.1) with default admin password 'admin'.
  • Changed Wi-Fi SSID and password for 2.4 GHz and 5 GHz bands.
  • Confirmed device connectivity (laptop, phone, TV).
Key Observations
  • Agent incorrectly described solid blue LED as solid green, contradicting the KB (led_intelligent_mesh_consumer.md) which states solid blue = online and healthy.
  • Agent confused standard reset (hold) with 5-press method, instructing both without clarifying they are different procedures with different purposes.
  • Despite inaccuracies, the correct 5-press method was used on a supported model (WHW03) and mesh connectivity was successfully restored.
  • Agent correctly provided local access URL (192.168.1.1) and default admin password ('admin') for WHW03 series.
  • Call was inefficient due to repeated instructions and unclear guidance.
Positive Highlights
  • Collected and confirmed product model (WHW03) and serial number (149187291325F) as required by protocol.
  • Clearly communicated out-of-warranty status and set appropriate expectations for support scope.
  • Correctly applied the 5-press pairing method on a supported model (WHW03) to restore mesh connectivity (universal_5press_models.md).
  • Provided correct local access URL (192.168.1.1) and default admin password ('admin') for WHW03 series (universal_password_login.md).
  • Successfully guided customer through Wi-Fi reconfiguration and confirmed device connectivity.
  • Provided case number (135822) and closed the call professionally with clear next steps.
Agent Errors / Gaps
  • Provided incorrect LED color information: stated nodes were solid green when KB specifies solid blue for normal operation (led_intelligent_mesh_consumer.md). This is a material technical inaccuracy.
  • Confused reset procedures: instructed both a hold-reset and a 5-press reset without distinguishing that they are different actions with different purposes.
  • Misstated router IP as '192.168.168 116.1.1' at [39:00], though corrected to 192.168.1.1 immediately after; this could cause confusion.
  • Repeated instructions unnecessarily, contributing to inefficiency.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms laptop, phone, and TV are connected; agent states 'since we successfully have set up your Linksy's Mesh system'.
R2 Met Diagnostic thoroughness conf 95%
Agent guides factory reset, 5-press pairing, LED observation, web UI access (192.168.1.1), and connectivity verification—logical, sequential troubleshooting.
R3 Met Correct resolution path conf 97%
Agent acknowledges product is out-of-warranty but proceeds with full troubleshooting instead of dismissing, aligning with best-effort OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies solid red LEDs as symptom, confirms parent-child topology, uses 5-press method appropriate to WHW03, and verifies resolution via internet access—logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately uses physical reset, LED status (per led_intelligent_mesh_consumer.md), and local web UI (192.168.1.1)—all correct tools for this mesh setup issue.
T3 Met No misinformation conf 98%
All technical instructions are factually correct: factory reset procedure, 5-press pairing on WHW03 (per universal_5press_models.md), default admin password 'admin', and SSID/password change via 192.168.1.1.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintains basic control but has long silences, repeated prompts ('can we...'), and lacks clear framing or summary; call flow is reactive at times.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple terms but does not adapt to customer’s visible frustration or vision issues; no comprehension checks during critical steps like password entry.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all troubleshooting, and resolves without transfer or deflection despite OOW status.
O2 Met Proactive follow-through conf 93%
Agent sets expectations: 'wait three up to five minutes' for setup, and instructs to reconnect devices after changes—clear next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was resolved within L1 scope.
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 remains polite and says 'I’m glad you called,' but does not explicitly acknowledge customer’s frustration, repeated effort, or vision difficulty.
X2 Partially Met Tone & rapport conf 80%
Agent stays calm despite customer’s profanity and confusion but does not adjust pace or confirm understanding during complex steps like UI navigation.
X3 Partially Met Overall experience conf 85%
Customer repeats actions (resets) and struggles with small text; agent could have streamlined by confirming default credentials verbally or guiding more actively.
Call Transcript58 turns · 69 lines
Speaker 1
Okay. I haven't. They need the password.
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. [silence]
00:00
Speaker 1
Yeah, I have to buy my own membership again. Hi, my name is Jules Michael Julius. My router is not working. My first name is Jules. It's Jules, Michael, Julius.
12:00
Speaker 2
Hi, thank you for calling Linksys. This is Regina. I'm going to help you today. Okay. So, you're MichaelWilitis. Okay. And your email is J.M.
14:00
Speaker 1
Yes. Hello? I get so. I say that again, please. Hi, I I'm his mom and yeah, he has two routers and and what did you ask or they what? Okay, that's the serial. You want the model number right?
15:00
Speaker 2
Gilles15 at gmail.com. Okay, so you have two LinqSys devices and they are WHW03, correct? So you have two, two LinqSys routers and they are all WHW03. Okay, let me check the model number of your LinqSys devices, ma'am. [silence]
15:00
Speaker 1
That's name. Name, password. Just so f***ing small. Serial number. 1, 4, 9, 1, 8, 7, 2, 9, 1, 3, 2, 5, F. I am on, I am on the bottom. I don't. I see, I see setup, I see password, I see password, I see recovery key. 12168 is recovery key. I don't, I don't see nothing that says model number. But it's a weird.
16:00
Speaker 2
Yes. OK. So, I'm asking regarding of the model number labeled on the bottom of the router. Can we confirm if it is WH?
16:00
Speaker 1
He called in the other day. That's the model. Let me see. Okay, WHW03 . Okay. Thank you. Hi baby. Call him. I'm in. I'm sorry.
17:00
Speaker 2
Okay, so thank you for that one ma'am and I can see this product is outside its warranty period but I'm glad you called so let's take a look at the issue together and see what we can do today so so uh I can assist you or I can help you troubleshoot this router. But just to set expectation that since the product is outside the warranty period replacement option would still follow the warranty policy okay? But we can absolutely look at the issue and see what we can do. Okay, so let me just let me just confirm the light indicator of your linksys device.
17:00
Speaker 1
I have one. I've got just one plugged in. It's red. yeah. I don't have it plugged in. You want me to put them together? okay, more good. Hold on.
18:00
Speaker 2
Okay, so the main router, which is connected to a modem, is solid red. How about the other node? Okay, can you please move that one closer or same room with the parent node? Yes, please. [ silence ]
18:00
Speaker 1
[silence] hang on she's coming Give me one second. Can you hear me? Hello. OK, it's... Yeah, I... I... Oh, two or three, I don't know if I could plug it in. Yeah. Yeah, I plug it into the wall outlet, but I can't plug it into the... to the modem. Is that okay? okay. Yeah. Go ahead, tell her. Yeah, we we did. We unplugged it. should have work it. We unplugged it. Hit the reset button. Hit the reset button. okay. They're both in. He's... He's... are you okay?
19:00
Speaker 2
Yeah, no need. We can actually set up this one via wireless. And may I ask what have you done so far? Did you attempt to reset your linksys devices before contacting us for support? Okay, now, go to the parent node or main router. Then, kindly press and hold the reset button of this device. And observe the light behavior. Make sure the light blink red, goes off, and then turn to steady blue. So, when it turn to steady blue, that's the time that you release the reset button. .
21:00
Speaker 1
Okay. All right. I held it in. Counted to five. Blinking. Now it's solid red. Okay. It's still red. Okay. I have both of them. Okay, the second one was blue and turned red. The one that I just.
22:00
Speaker 2
14. Then, wait for the indicator to turn solid blue.
22:00
Speaker 1
reset so far it's still red no it's stop blinking so both of them are yeah okay okay [silence]
23:00
Speaker 2
blinking. Let's do that. Okay. Can we also reset the other node? And describe the light indicator.
23:00
Speaker 1
Oh my bad, dude. Okay, the second one is blue, the first one is red. Oh, I was supposed, was I supposed to hold it the whole time? Okay.
24:00
Speaker 2
It's okay. Let go of release. and it sweep. where the light Now, no needs. All you need to do is to make sure that the light blink red goes off and then turn to solid blue.
24:00
Speaker 1
they're, they're both still red
25:00
Speaker 2
So they are both solid red.
25:00
Speaker 1
yes just twice five times okay okay white or like yellow there buddy Winston Mr. Churchill Winston there yes it's like
26:00
Speaker 2
So they're both solid red. Okay now go to the parents node then press release the reset button five times within five seconds. Yeah, press press release. Press release. Press release. Press release. Press release. And what is the light indicator of the parents now? Blinking. Okay, so it's setting up. So all we need to do is to wait and observe your linked devices for three up to five minutes. How about the other nodes.
26:00
Speaker 1
um yeah the parent mode is green solid and the child mode is red here I'll move it closer okay I moved him I moved him closer um say probably about three so yeah three three three three and a half somewhere on there it's solid red do you want me to click it for five seconds uh say yes or no
28:00
Speaker 2
So the other node's not blinking yet. Is it too far from the parent node? About how many feet? Three feet. And it's [silence] but check the light indicator please. Okay.
28:00
Speaker 1
like the five times okay and that's the one that's green okay okay and I got him a little closer
29:00
Speaker 2
Yeah, go back to the parents node, press release, the reset button again for five times within five few times. Yes, that's the one that is solid green. [silence] Okay, that's good. It's setting up. So observe it for three, up to five minutes, ma'am. Okay?
29:00
Speaker 1
Okay, yeah, um, it's still blinking red and the other one is solid green. Okay, let me see. I'm done. Uh, is this it, Jules? When is it? The number I texted you, is that? It's a serial number. That's a serial number of where which one's the hallway? Go to my notes. Give me give me my phone. Can you get me my phone? No, I um, I texted you this. I
31:00
Speaker 2
okay let me know once they are both solid green okay thank you okay and while waiting for the child note to set up can we check or connect a phone to the default wifi name and password labeled on the bottom of the parent node to verify if you can access the internet
31:00
Speaker 1
Okay. Okay. You want me to try to pull it up in my phone? Okay. They're both green. try on the TV. Okay. This one's. Okay. The parent mode is. Oh, they're both green. okay.
32:00
Speaker 2
Yes. Can we connect your device to the links is now? And then check if you can access the internet. So they're both green and then can we check if you are able to browse or access the internet? [silence]
32:00
Speaker 1
Okay, Brian, here. Hold on then you need the other code, Jules. Hold on. Are we able to change this, this password? I mean, this is really hard. Hold on.
34:00
Speaker 2
And were you able to access the Internet? Yeah, we can, but we need also to make sure that you can access the Internet now so that we can proceed to change your Wi-Fi name and Wi-Fi password.
34:00
Speaker 1
OK, that's. Do you have it on here? OK, put in a small V. G. K. V, G. K. R. VKR. I can't fucking see it. It's so small. J F S. J U X. J... U X. okay. It's not letting the TV. Is it? Did it connect? No. Um, it looks like yeah, it looks like my phone connected. The phone connected. No Yeah. Yeah. Pull up
35:00
Speaker 2
How about your other devices? Do you have a computer or laptop in your end? Okay, can whey connect that with your expands Wi-Fi network?
36:00
Speaker 1
Okay. And both lights are still green. Oh, thank you. I didn't know that's what that meant. Yeah. Yeah. He's pulling up, he's pulling up his laptop. [silence]
37:00
Speaker 2
Yeah, meaning they're already set up ? Yeah, you're welcome for that. And since you're planning to change your Wi Fi name and Wi-Fi password, um, ma'am, let's proceed to use a computer or your laptop to do the process.
37:00
Speaker 1
I need the Wi-Fi password. Okay. It just said share password. So I just shared it. Did you get it? It looks like I got it. I don't know. It's still trying to connect. So it successfully shared your Wi-Fi password. The fuck is this? I don't know I'm going to figure it out on the go. You said it's shared. I just shared. Okay, it looks like I got it. Which one is it? It's that password you shared. Which one? She didn't tell me. Jesus fuck. Okay, we're changing it anyway, but go ahead. Okay. He got it set up. Is it working? Is your laptop working? Yes, it helps yourself. Okay, um yes. Open it. It's open.
38:00
Speaker 2
Okay, can we open up a browser? Search Google. Then on the address bar, type 192... 192.168.168 116.1.1 So it's 192.168.1.1 and then press enter. Is it shows your connection is not private? [ silence] Find all the relevant information shows on that page. [ silence] Is it [ silence]
38:00
Speaker 1
It says, it says, sign in. Yeah. password, password it says sign in and password. [silence] No, it just says sign in. No, it just says sign in. Is it asking for a router password? Yes. [silence] ADMIN. lower case ADMIN. Okay. Then click sign in.
40:00
Speaker 2
The connection is not private. Just keep your Wi-Fi handy. There's a picture or image of two phone. Access. Access the router it asked for a router password. Can we use the admin the default admin password all lowercase a d m i n admin yes
40:00
Speaker 1
Okay, I'm on a new page. is a smart wifi tools. I'm sorry, double check the, the what status? Network. Network status. Does it say it's connected? I see a picture that says the device, that router internet. Do you see parental control? I can't see. I don't have my eye drops. I cannot see any of that. I see network status, home networking, wifi settings. [silence]
41:00
Speaker 2
Okay. Go to check your network status, so its shows Connected. Network. Network status. On the other side you can see device list, parental controls, right? Okay, go to Wi-Fi settings.
41:00
Speaker 1
My laptop says it's connected. It shows a green checkmark. Yeah, saying it. Yeah. It says, yeah, it says it's connected. There's two green checkmarks that says it's connected. But I don't see what do you have us looking for? Okay. Okay. [silence]
42:00
Speaker 2
Okay, on the page ma'am, on the web interface, there's an option you can see your net, your network status. Is it shows connected or not? Okay, and on the top, there's a word connected, okay. Now go to Wi-Fi settings. [silence] Finally, go to the Wi-Fi settings. And then you may now proceed to create your own Wi-Fi name and password to all of the bandwidth. So you can see 2.4 and 5 gigahertz band, right? [silence]
42:00
Speaker 1
Yeah, what's going on, man? Go ahead. Okay. Hold on.
43:00
Speaker 2
so for the meantime, create the same Wi-Fi name and Wi-Fi password to the three bands. But after that, do not click apply. Okay, so did you already create your own Wi-Fi name and password to solve the bandwidth? [silence] Okay, so... [silence] Right, so the router is actually below it. Oh, okay. Yeah, they can actually go up the user's... the user's area. Mainly, if the equipment is having a lot of energy or electricity and there's also a modem or router cage there.
43:00
Speaker 1
Uh, I'm, I'm typing it in. Thank god. Um, do I, do I, do I press OK or Apply? OK. OK, I answered it. Yes. Under two point four, for what? Club juice.
45:00
Speaker 2
Yeah it's okay just let no no need. not yet. Let me know once you already. entered your new Wi-Fi name and password. Okay now for the 2.4. You can see 2.4 GHZ right? The gigahertz band. Okay can we add underscore 2.4 for the Wi-Fi name? Okay. What is your Wi-Fi name for the 2.4 GHz band? Okay can we make it club juice underscore 2.4?
45:00
Speaker 1
hold on. What's an underscore? underscore. Dash. Okay. Okay. Dash what? Good point. Point. boy. Okay. Yeah. Okay. It already is. Yes. I'm your score five. This is a good house. I'm a five. Okay. Okay. Okay. Hold on. Okay. Okay. I do. [silence]
46:00
Speaker 2
Sure.
47:00
Speaker 1
it says it is. Hold on, it's verifying. it says it can't find the router. Hold on. [silence]
48:00
Speaker 2
Is that applying the changes? And then, yeah, you need to reconnect your devices and since 5 gigahertz band will provide a better speed and better performance, kindly connect your devices to your 5 gigahertz band. Yeah, connect your devices to your Wi-Fi name and Wi-Fi password of your 5 GHz band.
48:00
Speaker 1
Okay, I'm connected on my laptop. You still on there? Yes. Hold on. I think he hit the wrong mouth. I never do. [silence] I connected my laptop and my phone, I'm checking the TV. Okay. Okay, I'm connected. My TV is connected.
51:00
Speaker 2
and were you able to connect your devices successfully? Okay. And if your TV won't connect to the 5 GHz band, ma'am, you can still, connect it with your 2.4
52:00
Speaker 1
No thank you. Have a good day. Okay, thank you so much. You too. Bye.
53:00
Speaker 2
That's good. And since we successfully have set up your Linksy's Mesh system, is there anything else that we can help you with? Okay, you're welcome. And just feel free to call us back if you need more assistance. Just use the same ticket number. It's 135822. Okay, you're welcome and have a great day. Bye for now. And can you please end this call for me, ma'am? Thank you.
53:00