V2 Rubric Detail — 6f08cf04-5f71-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:27
Duration
42m 47s
Contact
Roman Bessant
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#TE00132074
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 Child node lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership2.86/5
Escalation0.00/5
Customer Exp1.07/5
Overall43.8% (+3.8)

V2 Grader Summary

The agent demonstrated ownership and used appropriate tools but failed to resolve the issue or escalate. Key technical inaccuracies (e.g., 'solid green' LED) and inefficient troubleshooting increased customer effort. Despite reasonable effort, no resolution or next steps were provided, resulting in an ownership gap.

V1 Case Analysis

Customer unable to get WHW03 child nodes to provide Wi-Fi; LEDs blue/green, cannot join network. Agent performed power-cycle and pairing attempts but issue persisted.

Troubleshooting Steps
  • Collected model (WHW03) and serial number.
  • Asked about ISP and confirmed Gigaclear.
  • Guided power-off of all nodes and power-on one-by-one.
  • Instructed to check LED colors and attempt Wi-Fi join (forget network, re-enter password).
  • Checked signal strength in app for wired vs wireless nodes.
Key Observations
  • Agent incorrectly stated that WHW03 child nodes show 'solid green' LED (not a standard state; [22:00], [11:00])
  • Agent failed to provide correct admin URL (myrouter.local or 192.168.1.1) for Velop devices
  • No warranty verification or case number was created despite serial collection
  • Customer repeatedly lost Wi-Fi during call, but agent did not adjust communication approach
  • Agent did not confirm resolution on any child node despite multiple attempts
Positive Highlights
  • Agent captured correct model (WHW03) and serial number after initial repetition
  • Agent showed patience during customer's movement between locations
  • Agent attempted to use the Linksys app to check node status and signal strength
Agent Errors / Gaps
  • Incorrect LED description (solid green) for Velop WHW03 nodes — not a valid state per KB
  • Failed to verify warranty status or create a case record despite collecting serial
  • Provided vague, non-standard troubleshooting flow without validating outcomes
  • Did not give the correct admin URL (myrouter.local or 192.168.1.1) for Velop devices
  • Allowed customer to drive troubleshooting without clear structure or confirmation steps

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer was unable to connect to Wi-Fi at the child node location by the end of the call; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent performed basic troubleshooting (power cycling, app checks, forget/reconnect), but skipped key steps like checking Ethernet backhaul status or attempting a factory reset on a misbehaving node.
R3 Met Correct resolution path conf 93%
Agent continued troubleshooting despite repeated failures and did not dismiss the case due to warranty status or prior history.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified symptoms and asked relevant questions (distance, ISP, node count), but failed to logically isolate the issue (e.g., wired vs. wireless backhaul, firmware mismatch).
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the Linksys app to check node status and signal strength, which is a valid diagnostic tool for mesh systems.
T3 Partially Met No misinformation conf 80%
Agent incorrectly referred to a 'solid green' LED multiple times, which is not a documented state in the KB (valid states: blue, purple, white, red).
Communication
C1 Partially Met Clear & professional language conf 77%
Agent attempted to guide the process ('let’s deploy one by one'), but lacked a clear agenda, leading to a disorganized flow and repeated backtracking.
C2 Partially Met Confirmed understanding conf 75%
Agent used inconsistent terminology ('wiredless', 'solid green') and did not confirm understanding after key steps, though some adaptation was attempted.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call throughout, performed multiple troubleshooting actions, and did not transfer or abandon the case.
O2 Not Met Proactive follow-through conf 86%
No clear next steps, timeline, or follow-up plan was established; the call ended without resolution or scheduled callback.
O3 Partially Met Closure confirmation conf 80%
Agent acknowledged the recurring nature of the issue but did not reference any prior case history or documented troubleshooting attempts.
Escalation Judgment
E1 Not Met Correct escalation decision conf 83%
After extensive failed troubleshooting, the agent should have escalated to engineering (e.g., for firmware or hardware analysis), but did not.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and therefore its execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 78%
Agent offered polite apologies but did not acknowledge the customer’s frustration from recurring issues or express genuine empathy.
X2 Not Met Tone & rapport conf 82%
Agent maintained a rigid, procedural tone despite poor connection and customer fatigue, failing to adjust pace or simplify instructions.
X3 Not Met Overall experience conf 85%
Customer was asked to repeatedly move, power-cycle, and reconfigure multiple nodes without a clear path forward, increasing effort unnecessarily.
Call Transcript62 turns · 68 lines
Speaker 1
So, I've, uh, trying to set up my, well set up, but my Linksys Wi-Fi, it wasn't really, uh, working. So, um, I've had a look at the, uh, lights on it, and it still says, well, it's still blue on there, but it's not actually giving out any Wi-Fi. Yeah, right. It's like, it's like a lighty blue, greeny color. So, the parent node's working fine. Um, it's the child node that, um, won't seem to.
00:00
Speaker 2
[silence] Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys Technical Support. My name is Ellie. How can I help? Okay. So the Linksys router's, um, LED light shows blue, but it doesn't have any internet. [silence] Um, okay. But are you already connected to the network name?
00:00
Speaker 1
You've produced any Wi-Fi? It's probably about 12 15 m, but I've connected it via an Ethernet. Um about five or six I'd say. But um, none of the child nodes connected currently because I've I've tried to just connect one to the parent node via the Ethernet and then the others I'd have another one then connected to the Ethernet into the house um, and then they'd all connect. It was it was working fine, but recently it's just stopped working. [silence]
01:00
Speaker 2
okay so these uh child nodes how far are they from the parent okay maybe around 12 meters and how many child nodes do you have in total okay I see and is this your first time calling lengths?
01:00
Speaker 1
And it's probably about the third or fourth time. No, I've I've it seems to have issues every um, two or three months and I end up bring it up. So the model number is WHW03 is 20J10C6C6 56476.
02:00
Speaker 2
uhm no, uh, is this like your first time calling lingcess, Sir, can you give me the model number on the serial number of the parent node? uh-huh and the serial number? okay, let me just verify it back to you, sir. That's 20J, Juliet, 1, 0, C, Charlie, um, 6
02:00
Speaker 1
That is six, Charlie six five six four seven six. Yes. My name is Rowan Bessant. Yes. B E S S A N T. Uh, A N T. Last name? Um, all of them currently. So about quite well.
03:00
Speaker 2
636. Okay, 6, Charlie 6, 56476. Okay. Thank you so much. And can I also please have your first name, sir and your last name, please? Okay. And how do you spell your last name, sir, please? Okay. B-E-S-S-E-N-T. OK. I'm so sorry. Okay. So, um, how many child nodes, sir, are not working? Okay. Can we
03:00
Speaker 1
yes uh yes so we're about five of them i imagine from the house um so i'm i'm connected to the um parent node network but where i've placed the a child node now i i connected it wirelessly and then i moved it back over to where it was originally and then connected it via the ethernet and it um it's it's still lighting up blue but it won't um it i don't i can't connect to the wi-fi on that um i do yeah but it it's uh it's not letting me connect to it i can't see it here
04:00
Speaker 2
Okay, I'm sorry. me okay. So like all of them are not working. So when you are on the on the when you are on the location of one of this child node. So can you is is your phone still connected to the network or no? [silence] but do you see the network name that you set up when you are on that location? Mm. okay.
04:00
Speaker 1
. Yeah. Yeah, I'll do it now, dear. Yeah. I'll grab them. It might take me a little time. Do you want me to ring back up in a minute?. Yeah, I'll grab them now.
05:00
Speaker 2
So here's what we are going to do.
05:00
Speaker 1
I've got all now. I'll be able to turn it. I've one. plug three them in the that's all the socket
08:00
Speaker 2
Okay, can we turn them on? Let's burn on it. And, uh, yet, let's turn them on, and then, uh, let's not connect any ethernet cable, okay? Since originally they are, I mean, they should be, um, wirelessly connected to the parent. Mhm, then, uh, let me know if you can, um, I mean, what are the LED lights that are coming from this child node?
08:00
Speaker 1
See what I have available? Just powering up now. Ah, it's gigaclear. Ah. About a year ago I'd say. Year and a half, two years ago.
09:00
Speaker 2
Okay, uh sir. and uh, by the way okay. and uh, sir, may u please know who is your internet service provider? okay, gigaclear. and uh, sir, do you still remember like when did you uh got this router? uh, maybe mm-hm. oh a year and a half. cuz I actually have a dates or a numbers here, sir. I was actually about to ask if I can use this numbers. So that's a july 2nd of 2025. [silence]
09:00
Speaker 1
That sounds about right. [silence] Yes. Yeah. It's basically just flashing red currently. [silence]
10:00
Speaker 2
Okay. Let me just go ahead and use this numbers as the warranty start date of this routers. Uh, give me one moment. And this router, sir, is provided by your internet, I mean, this was given to you by your internet service provider when you um subscription to Giga tier. Sir Roman. Okay. Thank you so much. And let me um. Okay. And uh by the way, Sir Roman, like uh while waiting for those child nodes to boot up properly. So uh like what have you done before on this one.
10:00
Speaker 1
I've I've done it before. I basically reset the entire system, um, and reset up everything. Um, normally, normally pretty much adding everything back on. Um, uh, like, like, I, I'm able to just restart the Wi-Fi and ends up finding itself again and reconnecting, but it hasn't worked today. or it's, it's up and it's gone like, like it's like a, like like a bit of greeny color, light green, green. [silence]
11:00
Speaker 2
when you notice that the child notes were not working.
11:00
Speaker 1
So that'll be, subject Rob.besson at humm supplies.co.uk. Like a light green color. Yeah. I normally use the BlueSi up. Yeah, I'll leave it now.
12:00
Speaker 2
uh yes sir okay so um all of the three child nodes are now solid green something like light green like um all of them all the three one all the three child notes okay um how do you usually manage your routers sir are you using an app or the web browser okay can you open your linksys app sir
12:00
Speaker 1
I see so it's booted up now on the main dashboard now I've got eight but I know one of them is not in use but I've got eight on now that says four yeah I have got one two
13:00
Speaker 2
okay I'll let me know when you are already on the main dashboard okay um how many nodes can you see yes okay you have eight nodes and can you click on the word nodes and see how many are online right now okay uh four so that uh means that we have the parent node that's one of them and then the three child nodes that uh that is on the same location with the parent now how many remaining child nodes do you have
13:00
Speaker 1
two more yeah so I've only got enough sockets to plug in three but I've got another two uh I've got nothing there anymore yeah I'll do it now should be uh booting up now
14:00
Speaker 2
OK, you have two other child nodes. OK, so can we plug in the other two child nodes? Or do you have an extra or some other available socket near? OK. OK. It's OK. So, um, how about with this one? Can you close the app and then unplug the other remaining three child nodes there and then plug in the two child nodes that is not powered up yet after you turn off the three? Mhm. Mhm. Mhm. Okay, so let's wait for these two child nodes to be on solid green, same as the three earlier. The main nodes. And note not to the top. okay. Thank you so much for the update. [silence]
14:00
Speaker 1
they have there. room job now. Yeah so both those nodes are connected.
18:00
Speaker 2
like both of them okay now that's perfect now sir can we open up again the application okay and uh once you are already on the main dashboard click on the nodes again and uh okay so this too is connected and it's uh it's showing online Can you confirm, sir? Okay, that's perfect. So, is there is no problem, since the, I mean, you know, the app, did recognize that these child nodes are already added into the network, it's just that, when you deploy them, and when you are on the other location, like this, I mean, it's not providing any internet. So, here's what we are going to do, Sir Roman, for this one. Uh, I want you to turn off everything. That includes the parent node. Okay? And then, um, we are going to deploy them one by one. So, please turn off everything, including the parent node, sir. I'll give you the go signal whenever we're ready to turn the parent node on. Okay?
18:00
Speaker 1
Well, I haven't got very good service here, so I don't know if I'll be able to stay on the phone. um it's quite a So, yeah. I've got one bar for you, but I don't know how good the connection will be. I can try it, but it might end up being quite poor connection. Um alright, yeah. I'll go ahead and put
20:00
Speaker 2
[silence] Are you calling using your Wi-fi? Oh, okay. So um how about with this one sir Roman. So um let's try working with the only with this uh only with the child nodes okay? So uh turn off all of the child nodes and then um let's deploy first the child node that is maybe kind of closer with the parent node okay? Okay. So let's deploy them one at a time.
20:00
Speaker 1
in the house now then... yeah Paul... yeah I've plugged it in now...
21:00
Speaker 2
Okay. So, let's first deploy the first child node. And then once the first child notice is already showing like a solid green light, then that's the time that we can deploy the second one. Okay, so Uh-huh. All right. Okay. Uh-huh. Okay. Uh-huh. Uh-huh. I'm sorry. Uh-huh. Uh-huh. Okay. So let's get started.
21:00
Speaker 1
Yeah, the issue with that was I was connecting it in and it would come on back solid green, but then it wouldn't be able to connect to theWi-Fi there. It didn't seem to be giving anything off. their terms. The name I had it was, was like Farm, I think.
22:00
Speaker 2
let's wait for this first Child node to be solid green. okay, so, uh, yeah, uh, let's uh just wait for this one. So, we're going to deploy them one by one and then let's check. So, if the first Child node is already solid green. I want you to test the internet connection on that location and see. Um your Wi-Fi name there, sure, is um M7? Okay, so,
22:00
Speaker 1
Ah, did you? I will I'll go now and see. What color it is. Now, yes. No, I am no longer on it. Uh, I set, I set it in place.
23:00
Speaker 2
so uh, you just customize it. Okay. So, uh, yeah, let's just wait for it. and then, um, uh, let's wait for it. Okay. Mhm. Okay. Okay, it's green. Okay, now, um, are you still connected to your network while you are on the uh first child nodes location? Oh, can you see the Wi-Fi signal that you set up on the parent mode?
23:00
Speaker 1
name list, risevide Wi-Fi, and is here. Yeah, I can see. Yes. It says unable to join. And then I've, there's another one that's available, which is the Belup Status that's coming up. Yes. Um, six, oh,
24:00
Speaker 2
Okay, can you, okay, can, you can see the wifi name? Can you connect on that network? Unable to join. Okay, you can see a word, I mean a wifi name that says, underscore Velops Set up. Yeah. Okay. Can you give me the exact full wifi name? That should be underscore Velop Set up. And what are the other three?
24:00
Speaker 1
It's six a four. Um, oh, it's gone now. It was there. Um, it... yeah, it just disappears. Uh, it's no longer available to connect to that. Listen, it's not on... it gave me as an option. It's gone. I... I just have the option for Revolted size websites site, which is the WiFi I've set up, but I still can't connect to it. It's asking me for the password. It's asking me for the password. It just says joining and then it doesn't connect. It basically just thinks ask me to, um,
25:00
Speaker 2
it disappears okay it's gone so can you check underneath Okay we're still unable to connect it Okay okay uh type in the password on your network
25:00
Speaker 1
can you do to pass word side. I can try the password on the bottom link box. Yeah, it basically just goes the same thing where it will say it's joining and then it basically ignores it and goes back to join the same screen to try and the password. doesn't say I've got it incorrect. It doesn't say I've got it right or anything.
26:00
Speaker 2
OK. But when you are in uh yeah you can try it as well. OK, so here's what we are going to do: So can we go back to the parents node location?
26:00
Speaker 1
I'm over to write now. Yeah I can yeah. Yes. Yep. Yep. Yep. The what the Wi-Fi
27:00
Speaker 2
Well done. Uh, okay. So, um, can you connect to your Wi-Fi's name that you set up for this Linksys router when you are on the parent location? Okay, you're on now. Can you open the aluminum's app, please? Okay, and then click on the three bars located at the upper left hand corner, and then go to Wi-Fi settings. Okay, once you are already on the Wi-Fi settings, can you confirm what is the Wi-Fi name and password? They, I
27:00
Speaker 1
the SSID is Riverside Wi-Fi. The Wi-Fi password I've got is Trevor123 with a capital T. Okay. Yes. Yeah, I'm in now. [silence]
28:00
Speaker 2
Okay, and then tap on nodes. Okay, how many child nodes aresonline? So we have two child nodes that are online. Okay, now, can you tap on that child node, sir? Okay. Can you see any signal strength? Can you see signal strength? That's like maybe negative 20 or negative 30.
29:00
Speaker 1
So, the one that's connected wirelessly, it's minus 14, and then the one that I've got, I've just put in a, over there, that's connected to the ethernet. It's basically just got three dots. Minus 14, yeah. No, the one that is wired is the one I've just deployed, just one that I've just put in by the parent node.
30:00
Speaker 2
on the child node, sir. Like tap on the any of the child nodes that are online and yeah, it will not going, you know, it will not give you any signal strength information if the child node is connected wired directly to the parent. We can only see the signal strength if they are connected wirelessly. uh the one that is connected um wireless to the parent, it shows negative 14. Yeah, DBM. Okay. And this is the child node that we just deployed. Um okay, so the one that, uh,
30:00
Speaker 1
wired. sorry. It won't be connected because it's probably too far away from the parent node next. Um probably uh there's not really anywhere I can put it this is this close over because it's um yeah no no no. So that's probably about the closest one I have. That's what that's why I'm doing the wired so that I could uh I could get it over there.
31:00
Speaker 2
We just deployed it. Is it connected wireless or wired? Okay. Can you remove the wire the cable? Sir. Okay. OK. Um, can you I mean, can you make the child node or can you move the child node a little bit closer to the parent? Oh, okay. Uh, there is no um available outlet on that location. Okay. I see. Um, how about with um Oh, okay. Now that makes sense. Um, how about with this one? Sir. Um.
31:00
Speaker 1
I am current Jen. its. on it now. Yeah. Um, so the one over here is two point 1.0189, 2, 1, 2, 8, 6, 7
32:00
Speaker 2
I'm still in the parent node location. Okay. So after just uh can we go back to your app? [silence] Okay. And and then go back to the child nodes information, sir. Tap on nodes and then uh top on the child node that is connected wiredless sir. [pause] Okay. And can you see here like uh are here a little bit on the right firmware version of the child node? Can you give it to me please?[ okay thank you so much so um so give me at least like maybe about three to five minutes um I'll be checking on something here from our system or from my resources um especially with the regards with your concern okay uh just please stay on the line and if the call happen to be disconnected is this your best callback number of the number that and one 90 a okay thank you so much sir uh just please stay on the line huh [silence]
32:00
Speaker 1
Just bear with me a second while I go grab him.
37:00
Speaker 2
okay, um, hello, sir. Hello, sir, Basant. Um, hello, sir, are you still there? Thank you so much for having me. Um, sir, please, uh, make, okay, thank you so much,
37:00
Speaker 1
Okay. You gotcha. That was, yeah.
38:00
Speaker 2
okay, thank you so much. Ah, sir. So, um, sir, can we go back to, I mean, can we go to the first child knows that you just deployed that is connected wired to the parent? Thank you so much. So that, uh, child node is, uh, showing solid green. And it's wired connecting to the parent. Um, I yeah, can we put back the, um, ethernet cable on the first child node?
38:00
Speaker 1
Yeah. Yeah, I'll do that now. Nothing happens and it asked me to join it again. That's what I tried to do is I try I'll put the password in and it says it's joining and then it just basically just stops. It doesn't.
39:00
Speaker 2
then right now can you forget the network so when you are on the location of the first child node that we just deployed can you forget the network and then connect again to that network sir on the uh the sand Wi-Fi? of devices that we can test? Like maybe an iPad or another phone that we can use. Okay, let's use some other device. So same on the location of the first child node. Can you connect another device? So you're in that network. Okay. Okay. Okay, sir, thank you so much.
39:00
Speaker 1
You'll see to set the network. The sun is in.
41:00
Speaker 2
Okay. I'm so sorry, sir. Your line is cutting in and out. I did not understand what you just said earlier.
41:00
Speaker 1
Yeah. Yeah. Yeah. no it does exactly same thing where it it says joining and then doesn't um do anything doesn't doesn't doesn't join the network [silence]
42:00
Speaker 2
Mm-hmm. So the other device, sir. Was it able to connect or it- was connected? Okay.
42:00