V2 Rubric Detail — 68d54d2c-7b02-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:22
Duration
30m 39s
Contact
Chelsea Bebout
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136415
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_Reconfiguration of the router
⚠ 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
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall74.4% (+6.4)

V2 Grader Summary

The agent successfully resolved the mesh setup using correct 5-press pairing for WHW03V2 after factory reset, achieving a working network. However, the repeated misidentification of the 'purple' setup light as 'pink' constitutes a material technical inaccuracy per KB documentation, downgrading T3 to Not Met despite correct procedural execution. Communication and ownership showed strengths in guidance and case ownership but lacked consistent understanding checks and follow-up specificity.

V1 Case Analysis

WHW03V2 Velop nodes not pairing after move; performed resets and 5-press pairing, both nodes now blue and Wi-Fi functional. Customer confirmed internet connectivity.

Troubleshooting Steps
  • Reset parent node (reset button hold)
  • Reset child node
  • Performed 5-press pairing method
  • Verified LED status and internet connectivity
  • Relocated child node to intended location
Key Observations
  • Agent correctly identified the need for manual setup due to app incompatibility with the WHW03V2 model.
  • Agent used the correct 5-press pairing method for Velop nodes (WHW03V2 is compatible with 5-press per KB).
  • Agent provided an incorrect reset hold time (20 seconds instead of the typical 10 seconds for WHW03 nodes).
  • LED color descriptions were occasionally confusing (e.g., 'pink' instead of 'purple' for setup-ready state).
  • Agent did not verify internet connectivity early in the call, leading to some unnecessary steps.
Positive Highlights
  • Correctly identified that the app no longer supports WHW03V2 setup and provided manual setup guidance.
  • Used the correct 5-press pairing method for Velop nodes (WHW03V2 is compatible per KB).
  • Successfully guided the customer to restore mesh functionality and internet connectivity.
  • Created a ticket number for the case and provided it to the customer.
Agent Errors / Gaps
  • Incorrect reset duration (20 seconds instead of 10 seconds for WHW03 nodes).
  • Unclear LED color descriptions (e.g., 'pink' instead of 'purple' for setup-ready state).
  • Did not collect customer's name despite asking for it.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer says 'I think we're all good. Thank you so much.' and both nodes are online with stable lights.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted full troubleshooting: verified model, performed factory reset, executed 5-press pairing, checked cable placement, and validated node status.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty but still provided full technical support and manual setup path.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (nodes not pairing), asked for model/serial, diagnosed app incompatibility, and followed logical reset-and-repair sequence.
T2 Met Appropriate tools / resources used conf 90%
No additional tools (e.g., remote access, logs) were needed; issue required only physical reset and pairing procedure per KB.
T3 Not Met No misinformation conf 90%
Agent repeatedly referred to 'pink' LED state; WHW03 uses 'solid purple' for setup mode (per universal_factory_reset.md), not pink — this is a material inaccuracy affecting diagnostics.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided steps but failed to set initial expectations, had multiple long silences, and showed poor call pacing.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not confirm understanding after key steps like 5-press or cable relocation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or abandon.
O2 Partially Met Proactive follow-through conf 70%
Agent provided ticket number and general 'call if needed' instruction, but no specific next steps or timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper procedure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent acknowledged out-of-warranty status and stayed professional, but showed minimal empathy for customer's frustration during setup struggles.
X2 Partially Met Tone & rapport conf 70%
Agent used repetitive 'okay' and did not adjust tone or pace despite customer confusion and environmental distractions.
X3 Partially Met Overall experience conf 70%
Agent reduced effort by guiding setup, but customer experienced confusion due to incorrect LED color descriptions and had to repeat observations.
Call Transcript50 turns · 56 lines
Speaker 1
Welcome to Hi, I am trying to set up my Linksys uh velop, like my Wi-Fi extender. Um, I've had it for a few years and I moved a few years ago and I haven't set it up since, but our Wi-Fi at the house has been horrible. So, I'm trying to reset it up. Um, and it's not recognizing my router.
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] Thank you for calling LinkSys. This is Karla, how may I help you? Okay. Mhm. Mhm. Mhm. Mhm. Okay. [silence]
00:00
Speaker 1
put me through the process on the app. Yes. the serial number is 200 J20 M as in monkey three nine nine zero four three three four. [silence]
01:00
Speaker 2
OK, so this is like a reconfiguration after you move, right? Yeah. But, um, OK. So, ma'am, let me just create a rack for this, OK? Can you have the model number and serial number of that linker device? Uh, I don't have that. Yeah. Uh-huh. OK. Let me just check if I get the correct serial number. that is 20J 20M 399 043 34.
01:00
Speaker 1
Uh. Where do I find that on the box? Yeah. Uh, oh, let me see. Um. I have the serial-, uh, the model number. Uh, WHW03V2. Uh, two. I believe so. Like two- [silence]
02:00
Speaker 2
Okay. How about the serial number? Oh, no, model number. Um, All right, do you have the device right now? Okay. You can check it at the device itself. At the bottom. Yes. And how many nodes do you have? How many? Okay, two links is right. And who's your internet? Who's your internet.
02:00
Speaker 1
uh? Uh, spectrum? Uh, No, the, I have a separate router. I have a Net Gear, Nighthawk router. And then just the spectrum box. So, it's two separate devices. Yes. Uh, 2523125468. [ silence ]
03:00
Speaker 2
port your internet provider? so you're using a wireless router also from spectrum like a two-in-one device? okay okay so do you still want to um use that uh netgear Nighthawk? okay okay can I have also your phone number ma'am? and how about Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
03:00
Speaker 1
uh you got one I'm but buddy S.W. A I N C H E L S E a eight one three at gmail they'll yes ma am yes no
04:00
Speaker 2
uh your first name and last name? [silence] okay first name and last name. [silence] okay I got B O U Z C okay first name and last name. [silence] okay how about your email address? [silence] okay first name and last name. [silence] okay it's che 13@gmail.com. [silence] okay um so ma'am um so far what was your shooting the your
04:00
Speaker 1
Um, well, I just, I'm trying to follow the apps, uh, setup stuff and it's not, it's not like reading my Wi-Fi, um, router to set up. I plugged in the ethernet cable to the router to one of the Linksys boxes. And, um, I was about to plug in the other Linksys box by the TV in the living room, but that's as far as I got. Cause the, um, the, like I said, it, it's not picking up my router Wi-Fi to do the instructions on the app. [silence]
05:00
Speaker 2
So, your link is, rather ... mm-hmm. Okay. Okay. Mm-okay. Okay. Mm-hmm. [silence] [electricity sound] Mm-hmm. Okay. All right. Mm-hmm. Okay. So, by the way, ma'am, um this type of router that you have right now, um it's no longer supported with the app when it's going to be uh set up. Okay? So we are going to have to connect using ethernet connection. Using that cable that you have in front of you. Do you have the cable with you today?
05:00
Speaker 1
Okay. that's fine. Okay. let me go get the other one.
06:00
Speaker 2
oh, to do a manual setup on the router, and may I, also, inform you, ma'am, that based on the serial number, it shows it here on our system, that this router is already out of warranty, okay? Mm-hmm. We can still provide technical assistance, but in any case, after the troubleshooting, if we found out that this device is defective, Linksys will no longer provide a replacement, okay? Okay. Alright. So, to start it, ma'am, we need to um like bring all the two nodes that you have, the two WHW03 on the same location with the uh main node, like the main Linksys router, so that we can um set it up all together.
06:00
Speaker 1
do I need to plug them both in? okay but in the same room okay sorry I've just okay so they're both plugged in in the same room and uh I have the ethernet cable connected to one of them that's connected to the net gear router. Um the one that's attached to the router is blinking red and the one that's not attached to the router is blinking blue.
07:00
Speaker 2
Yes, please. Yes. It should be in the same room, both devices? Same room as your Netgear router? Okay, and what is the light on that node? Yes, okay. Okay. Let's just wait until the one that you have just transferred to, um, like a minute or two. [silence] make sure that it's fully for book up okay okay if it is blinking okay probably it's still boarding up okay okay while waiting for the other one to be ready ma'am we'll do a reset on the main node the one that's connected to the um um a netgear by the way ma'am um we will uh the one that's connected to the netgear we'll be calling it as a parent node, okay? And then the one that's not connected to anything, we call it as a child node, okay? All right, so on the parent node, at the bottom, there's a small button there. That's the reset. Okay, press and hold it for 20 seconds. press and hold the reset button for 20 seconds.
07:00
Speaker 1
Okay. And now it's blue, yeah. The, um, parent node is blinking blue, and the child node is, um, it's pink, and it's not blinking. Okay. Okay. Whoa! Pink! You see it, buddy? Yeah, pink! Yeah. Alright. Go play so mommy can get this set up, okay? Thank you. [silence] Mm-hmm.
10:00
Speaker 2
Okay, releasing the reset on the parent node. Okay, and then let's wait for, um-hmm. Okay, it's pink. Okay, let's wait. Let's wait until this parent node to be ready as well. We're going to make sure that it's also in pink or purple.
10:00
Speaker 1
Yes ma'am. [silence] No, it's on the other side. [silence] Do I need to move it? [silence] Yes. [silence] OK, now they're both pink. [silence]
11:00
Speaker 2
Okay, me the cable from the net gear, going to the parent node it's plug in at the uh the port is at the bottom. Right? Okay, is it plug into where it's above the reset button? Okay, can we transfer it oh yeah, can we transfer it to the um above the reset button? Okay. Okay. So transfer the cable first right um to the port that is right above the [silence]
11:00
Speaker 1
Yes, ma'am, I did that. Okay. One, two, three, four, five. Yes, it's blinking white. Okay. Okay.
12:00
Speaker 2
Okay. Reset button. Okay. Alright, make sure it's properly plugged in and then this time, to set this up, you have to press the reset button five times within 5 seconds. So it's like press, release, press, release, five times in 5 seconds, okay? [silence] Is there, is the light blinking on the parent one? Okay. Alright, let's just wait. [silence] That means it's trying to set up the parent. And then, once it set up the parent, it will also automatically set up the child node. [silence]
12:00
Speaker 1
wait wait wait wait wait wait wait wait wait wait wait wait dad is white okay okay okay okay okay the parent node has turned blue a light blue and it's not blinking um hold on the parent node went back to blinking white [silence]
13:00
Speaker 2
It will just wait that will take like two to three minutes each node, okay okay okay how about the child nodes okay let's just wait from the it's still trying to how about the
13:00
Speaker 1
Uh, it's still pink. Just just, uh, holding pink. Oh, now it's green. They're right next, they're right next to each other. Okay, let's see. They're okay now. Oh, boy. Uh, they're both blinking. The parent node is blinking red and the child node is pink uh blinking pink. And now, okay, they're changing color. Okay. U
14:00
Speaker 2
All for the child, okay. All for the child node from the parent? Yeah, that's probably still trying to add the child node.
14:00
Speaker 1
Ensure everything you cross does get a chest ring and all. RAD solid and the child node is blinking red. Fine, buddy back out go play while don't hurt, just go play go build it Go build it. Okay. Okay. The parent node is red and the child node is blue. Oh, the child note is changing colors now so it's still setting up. Okay. Rusty maybe. Go play. I want to help. I don't need help. Hold on. Now the child, don't stop, go. Resty go play so that way I can get this done please. Yes, and the child, uh, node is solid red as well now. Okay. Yes, ma'am.
15:00
Speaker 2
okay, so uh, [two seconds delay] solid red on the parent let's just wait for another 1 minute and [11 seconds silence], if it's still the same, it's still unsolid red, then we need to um, like, turn off the devices, okay? [one seconds delay] Um, just make sure ma'am, while waiting, the cable is plugging into again, um, on the parent node, right above the reset button and it's properly plug-in, right? [four seconds silence] And the other end to [10 seconds incomplete]
18:00
Speaker 1
Yes ma'am. Uh, there's one, two, three, four, five. And the one Ethernet cable um port is blue for the like spectrum hookup, the internet. And then there's four others after that.
19:00
Speaker 2
[ weird noise ], [ weird noise ]. It's connected to one of the ethernet ports of the night hawk [ weird noise ] debit right. [ weird noise ], one of the night hawk, how many ports at the back? Four. [ weird noise ] And then the ethernet cable from the parent node is connected to one of those four ports, right? [ weird noise ]
19:00
Speaker 1
Yes, ma'am. [silence] No, there's no light indicators on any of them. Yes, there's none, not on the router. On the spectrum, um on the spectrum one, there's a light indicator, but not on the, not on the router. Um it is, uh R6020. um, 6020.
20:00
Speaker 2
and is there any light indicator on that port where the uh you know this is connected even on the internet how about you know may I know what's the model number of this router ma'am the netgear if you can check like R6 6 6 okay?
20:00
Speaker 1
Yes, ma'am. And now the the parent, router is blue and the child router is blinking red. Okay, now they're both blue. Yes, ma'am. Oh, well the the okay. The child router, the child router just turned red for a second and then turned back blue. But now they're both blue.
21:00
Speaker 2
6. 2. 0 right let me just check blue okay so it seems that it's, it seems that it's connected now to their router okay and both parents are communicating go ahead okay yeah it's probably still um booting.
21:00
Speaker 1
Okay. Uh, we can personalize it. Okay? Yeah. Or we can keep it, if that, if that's the, uh, thing, we can keep it as that, so that way it's on the bottom of it, that'd be fine.
22:00
Speaker 2
So let's wait for a minute again to make sure it stays blue. While waiting, ma'am, or while observing the light, do you want to personalize the wireless name of your Lenxsys router or do you want it to set to default? So check, okay. Before we start, ma'am, can you check at the bottom of your Lenxsys router, the parrot node? Okay? At the parrot node, you can see there information on the seeker like name, password, and recovery key. Kindly take a picture of it. yes, yes, that's the default name. [silence]
22:00
Speaker 1
OK. Yeah, we can. Yeah, we can keep it as that. OK. OK. OK, I see it. And then pass. Yes, ma'am. I'm connected. OK.
23:00
Speaker 2
default password and the wifi name and fold of your Lynxos. So if you want to connect to the wifi, so let's try to connect it first. Mom just to make sure that you're online using your Lynxos. So you can use like your phone or other device, other wireless device. Are you using your phone? Okay. If you mm-hmm check if online. [silence]
23:00
Speaker 1
Oh, it says no, no, no internet connection. Well, now, okay. It is, and the no internet connection thing just went away. So let me see. It might just take a second. It's iPhone. Yes. It's I have internet on it. I have Wi-Fi. Okay. Okay, let me. Okay, so just unplug it and plug it back in to where I want it. Okay, let me go to.
24:00
Speaker 2
[silence] Is the light still blue right now? Yes ma'am. [silence] okay. Check if you can access now. Is this iPhone ma'am or Android phone? okay. So you may now relocate the child node ma'am. So you can unplug the child node and you can transfer it where do you want to put it? Yes ma'am. [silence]
24:00
Speaker 1
Okay, it's plugged in where I want it. Um, maybe, I don't know it's about three bedrooms down. We have a it's a 1500 square foot home. And it's just from one side of the house to the other, not entirely. Uh, the TV that we're needing it to reach is in the living room and the router is in the back bedroom. And it's all one story, like there's no stairs or anything.
25:00
Speaker 2
okay, so let's just wait for a couple of minutes to boot up and reconnect back to the network. How far is this from the Valorem? Uh-huh. Okay. Uh-huh. Uh-huh.
25:00
Speaker 1
It's blinking blue. She's helping me set it up. It's blinking red right now. Okay and now all um like when I connect the TV Wi-Fi to the Wi-Fi of the nodes do I connect it to the parent node or the child node? Like the the username and password? Or do I just keep it the parent node? Okay. Okay. Okay. [silence]
26:00
Speaker 2
Okay. Okay. Let's probably still trying to connect it back to the network. I should be the one that's under the parent node, ma'am. It should be on the parent node. Do not use the one that's at the bottom of the child node. Okay? Because you can only—each node has its own name and password, okay? But you can only use that if you're using it as a standalone device. It's not a mesh network because everything, all the settings are independent, right? And of course, you know, it's not on the same network, so it will be difficult, especially if you are using—with a mesh network. Okay. Yeah, definitely.
27:00
Speaker 1
Okay. Okay, perfect. Okay. And so, so far right now, the child node is holding blue. Okay. Okay. Okay.
28:00
Speaker 2
Should be from the parent node because this node here, the child node, it just act as like a bridge more like like a switch. Like it will just extend the signal. So everything will be on the parent node. Okay, let's wait for a minute just to make sure it's still on. Alright, be consistent. This means it's connected. Okay, so actually man. Basically, what we did here to set up your device is we just reset the parent node.
28:00
Speaker 1
Okay. Okay. Okay. I don't think so. I think we're all good. Thank you so much. Okay. LT. Okay. Okay.
29:00
Speaker 2
did make sure they're both uh parent and child nodes will be on a pink color light that means it's ready for setup okay and then we just um did the five press since this device um is no longer supported with the app we just did the manual setup the five press setup okay and then um that will automatically setup the parent and as well as the um child node okay is there anything else ma'am? Okay yeah You're Welcome. So in any case, you still need assistance in the future just give us a call okay and um I'll give you a ticket number for this call. Ma'am Okay Your ticket number that's L T S that's Larry of sale uh sugar Z and then 00
29:00
Speaker 1
One three six four one five. Okay. Okay. All right. Thank you, you as well. Bye. [silence]
30:00
Speaker 2
136 415. Yes, that's um correct um ticket number. Okay, and you may also check our website that is support.linksys.com for update. Okay. So thank you for um calling links is. ma'am. um this is scarlah and have a good day to you and enjoy your internet. Okay um goodbye.
30:00