V2 Rubric Detail — 6df7300a-73c7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:33
Duration
19m 54s
Contact
Maureen Marsh
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135151
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection to the network

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall88.9% (+10.9)

V2 Grader Summary

The agent correctly diagnosed the unpaired nodes, applied the WHW03‑specific 5‑press reset method, and guided the customer through pairing and receipt submission. All nodes returned to normal operation, and the issue was resolved without escalation. Technical accuracy was confirmed by Assessment 3, and the outcome aligns with customer confirmation of resolution.

V1 Case Analysis

Customer had three WHW03 Velop nodes offline. Agent used 5-press reset on primary node; nodes re-paired and now show solid blue/green. Ticket created for warranty receipt submission.

Troubleshooting Steps
  • Collected serial number and confirmed product family (WHW03 Velop).
  • Instructed customer to perform 5-press reset on primary node (KB-supported method).
  • Monitored node LED status; confirmed flashing then solid green/blue.
  • Created support ticket and emailed customer for receipt upload.
Key Observations
  • Agent correctly applied 5-press pairing method for WHW03 (KB-supported).
  • Long silences and unclear instruction phrasing reduced efficiency.
  • Warranty verification initiated but not required for technical resolution.
Positive Highlights
  • Correctly used 5-press method for WHW03 (KB-validated).
  • Collected serial number and created ticket for warranty follow-up.
  • Provided clear next step for receipt submission.
Agent Errors / Gaps
  • Unclear instruction phrasing ('press release press release five times') could confuse customers.
  • Did not explicitly verify internet connectivity after nodes re-paired (relied only on LED status).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all nodes are back online and working: 'All the lights are green... it worked. I'm happy.'
R2 Met Diagnostic thoroughness conf 95%
Agent walked through LED status, instructed 5‑press reset on the main node, placed nodes within 5 feet, and verified pairing.
R3 Met Correct resolution path conf 90%
Agent correctly pursued troubleshooting first, then requested proof of purchase for warranty eligibility, and created a ticket – the appropriate path for a WHW03 with out‑of‑warranty proof needed.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified symptom (extra nodes not connecting), asked for serial numbers and light status, and applied the 5‑press method.
T2 Met Appropriate tools / resources used conf 95%
No additional tools were required; agent used the correct procedural tool (5‑press method) and did not skip any required diagnostic step.
T3 Met No misinformation conf 98%
All technical instructions (5‑press reset, LED meanings, email for receipt) are accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but gave some unclear phrasing (‘Press release press release…’) and did not explicitly set expectations at the start.
C2 Partially Met Confirmed understanding conf 80%
Language was generally simple, but occasional jargon and unclear instructions reduced clarity.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the call, created a ticket, and did not transfer the customer.
O2 Met Proactive follow-through conf 95%
Agent told the customer an email would be sent, asked to reply with the receipt, and explained the pairing would complete in a few minutes.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was needed and the agent correctly chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but offered limited empathy; did not explicitly acknowledge any frustration.
X2 Partially Met Tone & rapport conf 80%
Agent used a generally appropriate tone but occasional unclear phrasing suggests limited adaptation to the customer’s pace.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repeats, used the 5‑press method to quickly re‑pair nodes, and handled receipt collection via email.
Call Transcript38 turns · 39 lines
Speaker 1
Well, yeah, I have a Lynxus system and it was made up of a
00:00
Speaker 2
Welcome to. 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 visitingRegister..com. Please have your device serial number ready. For assistance, press one 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. Thank you. You're welcome. Calling Linksys. This is Mae. How can I help.
00:00
Speaker 1
You know, a major node and then it had, uh, four nodes. Well, one node coming off of it. And then there was a second set bought because it's still, it's a big house and it's and it's all built of cement block and everything. So, anyhow, I bought a second set. And the whole mess went down, um, oh God, a month ago. And I never got around to resetting it up. So, half of it would not, it's, I pushed the reset buttons, which I shouldn't have. And, uh, now I need to connect A, part B to part A again. If you, I'm just, okay. So, they, I have the, the three nodes that are not connected or I have them probed in and I have their serial numbers.
01:00
Speaker 2
okay
01:00
Speaker 1
and we can go from there. Okay, one of them, the serial number is 20 J-20M-3C-A-77058. Yes. Okay. [silence]
02:00
Speaker 2
uh, I could have the serial number, please, that's 20 James, 20 Michael, 3 Charlie alpha 77058, um, I don't have any data here, but you purchased this one, uh, was it just this year?
02:00
Speaker 1
No, no, not this year. Uh, maybe the beginning of last year. I'm not sure anymore. Yeah, no, I don't have a receipt. No. I bought it over the internet and I bought it on, like on eBay and there, there was no, I, I think there were, let me see if I can do, I doubt it. Oh crap.
03:00
Speaker 2
Beginning of last year. OK, got it. Because we can offer you a three years warranty for this WH W03. So from the date of purchase, three years, that will be the warranty. I need the receipt for this one, ma'am, for me to assist to you right now. You still have the receipt? eBay. You still have, can you still log into your account and take a screenshot of the order details? That will do. Any proof of purchase will do. So that you
03:00
Speaker 1
Okay, let me see. Purchase history. Hopefully there'll be something there. Uh, I don't know how to. It doesn't, it wants me to wants to scan it. Hold on. Hold on. I'm on, I'm on it, but I gotta do something called scan.
04:00
Speaker 2
You'll be eligible for three years, ma'am. Once you're able to provide a receipt, I can start the warranty date here according to the day you ordered the device. Um how about this one ma'am?
04:00
Speaker 1
I don't know. Any Yeah, the main one is working and it's steady, but it's the three extra ones that are not working. All right. No, we're we're within No, we're within five feet uh of the main one and the router and all of the other junk here. Uh so we're within
05:00
Speaker 2
It's okay, ma'am. Let's just do it later. Let me just help you first, okay? Okay, kind of gather those so you can unplug those that are not working and you have to transfer it right beside the main one that is working within five feet, all those extenders that are not working. Good. And Okay. What is that? Can you say that again? Yeah, can you tell me something in the lanugae that you spoke in the other room?
05:00
Speaker 1
5 feet, uh... They say that again? They're all read. Yeah, I think it's on. Uh... Well, all the lights are on on my um uh router. and the linksus that's connected to the router and everything is on. So what did you need me to check next? Hello. [silence]
06:00
Speaker 2
What's the light status of the extender? What's the status of the extender? What's the light on top? Solid red? Okay. So can you check your Wi-Fi list if there's a Wi-Fi named VeloP setup? [silence] the wifeHayh.
06:00
Speaker 1
Oh, uh, all right, my wi-fi settings. Okay. Vaulted, shut up, AA two. How many? Uh, one, two, three. Three on two different networks. Yeah, the three here. Yes.
07:00
Speaker 2
go to the settings of your phone and go to Wi-Fi. how many belts set up? yeah, how many? Okay, so total of three, right? Okay, so you can go to the main one, the one that is working fine, and press its reset button five times.
07:00
Speaker 1
[silence]
08:00
Speaker 2
Press release press release press release five times that's it. It's flashing now. B Okay. Do it again on the main node. Press its reset button again five times on the main node only, okay? Yeah, you have to do it again because it's not working with the extenders. Supposedly, extenders should blink, but they're not. So you have to do it again. [silence] Just to make sure you're pressing the reset button quick five press. Okay. How about the extender?
08:00
Speaker 1
Yes. They're less than actually, they're about 2 and 1/2 feet right now. Because I'm holding the main node in my hand. Three. Oh, now they're they're flashing, wait, they're flashing on and off now. All right, they're flashing. All three of them are flashing on and off. [silence] Mor Mor Marsh. Mor Marsh. [silence]
10:00
Speaker 2
they're just within five feet from the main node, okay, and how many extenders are right next to the main node now? How many extenders and they're all read on top. Okay. That's good. That means they're now trying to pair, which will take three minutes max. While they're up on pairing mode right now, I need to create a ticket here. Uh I just need to gather your information. It shows in our system that this device is under the account account of, uh one second. Okay. Uh one second.
10:00
Speaker 1
Thank you. Say that again. [silence] No, that's not me. [silence] No, that's not me. No. My active email address that is [silence] registered with you is mfy [sp?] as an inc, s as in Sam.
11:00
Speaker 2
is it info@mutualite-39 or this is not the right one? It's not the... the serial number that you provided to me, it shows that it's under Dintron. I'm not sure if this is your account. Info@mutualite-39.fr. This is not your email? I see. Probably this is for the previous owner. But, yeah, let me just create an account for you. What's your active email address?
11:00
Speaker 1
[silence] M M O as an j-j-asin Ocean L as in lad, D as in Don, A as an Apple. OSOLDA@ M.OSOLDA@earthlink.net. [silence] Maureen E-e-M-A-R-W-E-N. [silence] Marsh, M-A-R-S-H. [silence] Earthlink. [silence] Yeah, ah.
12:00
Speaker 2
Okay how about your first name and last name? Okay and who's your internet provider? Okay. All right I'll just create a ticket here and I will send an email for you to attach the receipt Maureen once you uh once you see it on your account okay on your eBay account.
12:00
Speaker 1
Okay. Okay. All right, well, I think I just found it on eBay, and I bought them in, oh yeah, there you go, hold on. I ordered them on 7th of February, 2024.
13:00
Speaker 2
[KEEP_UNCERTAIN] we will be needing that for now. i just supported you for free, okay? just for you to have all your extender back. but next time if you need assistance from us, um, if it's not me, if it's uh already uh different technician, uh, she or she will really gonna require you to have a receipt before uh before assisting you, okay? so make sure and next time you have it already with you. Okay. You can take a screenshot. Uh, what's the month state there on the receipt? Okay.
13:00
Speaker 1
Okay, all right. Oh, I did turn green, two of them. Hold on. I'm green. The last one is still blinking red on and off and it just turned green. So does this mean they're all hooked up together again. Okay. Okay. Okay. Okay, so you said we have to wait. All right, this one's gone blue. One is gone.
14:00
Speaker 2
Got it. So, yep, just take a screenshot and just after three minutes, I'm going to send you an email where you can attach the receipt, where you can reply, providing the receipt. Mhm. Mhm. Okay, let's just wait for one minute more. Yeah, that because that's the easiest way to connect all nearby nodes that is on setup mode. What we did is the easiest way to connect all offline linksys device. Yeah.
14:00
Speaker 1
On blue. Oh, now it's gone back to green. Oh, I thought you said, nothing's come in from you yet. Nothing came in yet. I'm in my spam folder, too. No, so far, nothing. M dot isolation. All right, it's M dot isolation. [silence]
15:00
Speaker 2
All right, Maureen. I already sent you the email, so you can reply to it, providing the receipt that you have. I mean, providing the screenshots that you have for your eBay order details. Have you saw my email? It's gonna be under, customer support at linksys, dot com. Got it. I just to make sure I got your email correctly.
15:00
Speaker 1
At Earthlink, e-a-r-t-h-l-i-n-k one word.com. Wait a minute, hold on. Linxis technical support, chile node, there you go. So you want me to attach the the screenshot I just took. So I'm going to move this to Uh, hold on. I'm going to move this to inbox and add contact. Go back to the inbox. There it is. Going to open this.
16:00
Speaker 2
Okay. I got it here, right? Uh let me try to resend you the email one more time. Okay. The photo. Yes, correct. [silence]
16:00
Speaker 1
Uh, reply. And I'm going to attach. Wait, let me just find out where it is. Where are you? screenshot. Come on. Open up. Okay, that is it. So it's screenshot, whatever, nine, nine, paying. Hold on. All right. Hold on. I'm still on.
17:00
Speaker 2
okay, so yep, your Linksys devices are all online right now, Marine. You just need to transfer it, and it will just blink for a couple of minutes, and it'll go back to blue after.
17:00
Speaker 1
sending you the, um, uh, the thing, the attachment for the, with the, um, uh, uh, date of purchase. Okay, I'm sending it back now. alrighty, now what? All right . All the lights are green. say that again? I'm sorry, I'm working on the computer. they're all green now.
18:00
Speaker 2
Okay. Yes, your links exists devices. Um, [silence] um, your nodes are all already connected. [silence] It's okay. [silence] So, yes. [silence] Mm hm. [silence] They're all connected now, Marine. All you need to do, [silence]
18:00
Speaker 1
I'm sorry. I'm sorry. I had another call coming in. What were you saying? No, no. They're working. I'm just going to go distribute them around the house again. Okay? So what you taught me something press 5 times and wait? Okay. Thank you. Thank you. Okay. It worked. I'm happy. Likewise. Absolutely. Likewise. Bye.
19:00
Speaker 2
Sure rain case The nodes Okay? Are you calling from time? That's just gonna do it Alright I Right That's the easiest way You're welcome You take care There busy join The rest Of your day Bye for now Bye bye
19:00