V2 Rubric Detail — 70c6e1a8-81fb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:20
Duration
29m 33s
Contact
+447802696104
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137656
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall49.7% (-8.3)

V2 Grader Summary

The agent successfully resolved the child's node connectivity issue using reset and 5-press methods, with the customer confirming satisfaction. However, critical technical inaccuracies (e.g., misinterpreting solid red LED as 'good') and poor communication (unclear instructions, failure to adapt to customer confusion) resulted in partial or failing marks for accuracy and experience. No auto-zero triggers were present as the call concluded with a valid resolution despite these flaws.

V1 Case Analysis

Customer could not add WHW03V2 router to Linksys app; one child node flashing red. Guided through node reset and 5-press pairing; node now solid blue. Customer reports issue resolved.

Troubleshooting Steps
  • Instructed customer to reset the problematic child node (hold reset 10-15 seconds until solid blue)
  • Guided customer to use the 5-press pairing method on the parent router to add the node
  • Walked through login to the Linksys app, creation of router password, and checking node status
Key Observations
  • Agent did not confirm the router model before recommending the 5-press method, though WHW03V2 supports it
  • Serial number was partially captured but not verified — transcript shows corrections and confusion
  • Communication was fragmented, with repetitions and unclear instructions, leading to customer confusion
  • Agent did not explicitly verify that the Linksys app now shows the router/mesh system — customer returned to setup screen multiple times
  • Customer expressed satisfaction despite lack of clear verification, suggesting resolution was assumed
Positive Highlights
  • Correctly instructed the customer to perform a hard reset on the flashing red node (hold 10-15 seconds until solid blue) — aligns with universal_factory_reset.md
  • Used the appropriate 5-press pairing technique — valid for WHW03V2 per universal_5press_models.md and adjacent_device_setup_scenarios.md
  • Persisted through multiple attempts until the node displayed solid blue
  • Captured customer email and partial serial number
Agent Errors / Gaps
  • Failed to capture and confirm product model number — critical for mesh troubleshooting
  • Did not verify the router model before recommending the 5-press method
  • Provided mixed and sometimes contradictory instructions (e.g., reset hold time vs. 5-press timing)
  • Did not verify that the Linksys app was successfully connected after the steps — customer repeatedly returned to setup screen
  • Poor call control and excessive filler, leading to inefficient handling

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 85%
Customer ended the call stating 'No, that's very good. I'm happy with that.' after the child node turned solid blue and was considered set up.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent performed resets and 5-press method but troubleshooting was disorganized; failed to verify model number, misinterpreted LED states (e.g., called solid red 'good'), and gave contradictory relocation instructions.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate troubleshooting (reset, 5-press, app login) without incorrectly citing warranty or refusing help; no indication device was OOW or unsupported.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (flashing red node, app not connecting) but failed to ask for critical details like model number, firmware version, or app version, which are necessary to validate the 5-press method.
T2 Partially Met Appropriate tools / resources used conf 70%
Used reset and 5-press tools but applied them without verifying model compatibility (KB states 5-press applies only to Intelligent Mesh devices like WHW/MX/MR, but model was never confirmed).
T3 Not Met No misinformation conf 90%
Agent stated 'solid red is a good sign' and 'it’s setting up' — directly contradicts KB (solid red means 'no internet' or 'hardware fault'). Also claimed 'firmware update makes the app not advisable' with no KB support.
Communication
C1 Not Met Clear & professional language conf 85%
Agent had frequent silences, repeated unclear instructions ('press release, press release'), failed to set expectations, and lost control when customer expressed confusion about relocating nodes.
C2 Not Met Confirmed understanding conf 90%
Used technical terms ('5-press', 'parent node') without explanation; customer repeatedly asked for clarification ('say that again', 'I didn't quite understand') but agent did not adapt terminology or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, attempted troubleshooting steps, and did not transfer or abandon the case. Took ownership of the resolution path.
O2 Partially Met Proactive follow-through conf 75%
Gave next steps (wait 1–2 minutes and relocate) but provided conflicting messages: first said 'you may not proceed to relocate', then 'you can proceed', creating ambiguity about final instructions.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history mentioned or referenced during the interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope (node pairing, app access).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent apologized multiple times ('I really apologize') showing attempt at empathy, but responses were scripted and did not acknowledge customer’s repeated effort or frustration with the app.
X2 Not Met Tone & rapport conf 85%
Customer expressed confusion multiple times and asked to repeat instructions, but agent did not adjust tone, pace, or simplify communication. Maintained unchanged technical tone despite clear disengagement signals.
X3 Not Met Overall experience conf 90%
Customer had to repeat the serial number multiple times due to audio issues and agent errors. Agent repeated app navigation steps unnecessarily and did not streamline or pre-empt known friction points.
Call Transcript49 turns · 53 lines
Speaker 1
I've got a linksys router and three child nodes and I'm trying to set up the iPhone app but the iPhone app for some reason won't connect to the routers. I... I was going to tell you that I've uninstalled the app because it has worked previously, but uninstalled it and reinstalled it, but still won't work.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Regina who what will help you today. Okay, so I totally understand your concern. Go ahead. Sorry. Mhm. I see. But is this your first time calling us for support service?
00:00
Speaker 1
[KEEP_UNCERTAIN] yes yes good mine is gerry with a G gerry so name Crawford no no no no no no golf ge golf e double r y Crawford CRAWFORD seven eight 0 2 6 9 6 1 0 4 Jerry with the G ge double r y dot Crawford C-r-a-w-f-o-r-d
01:00
Speaker 2
for this concern. Is this your first time calling us, Lexus for support? May I know your first name and last name? Okay, so your first name spells as J for Juliet. E-R-R-Y Okay. And can you spell it first for me? Your last name? Crawford. And your callback number, sir? I need also your email. [silence]
01:00
Speaker 1
uh uh... at Me Me mee dot com i've got um a main router uh and i've got three smaller child child nodes i've got four devices in all i can't uh oh dear uh i'm sorry um i need to just highlight that because it's a bit small for me um oh dear uh i'll try one more time um i'll try it uh... hey oh
02:00
Speaker 2
Again, and how many Linksys router do you have in total? Mm-hmm. Okay, so you have three Linksys devices or four? Can you please provide the serial number of the parent node?
02:00
Speaker 1
3-3 Bravo , I think it is. Might be 000... 000... point 3-9... alpha 05411... 5411 No. No. No. Hang on . Stop. You've got it wrong to start with. Start again. 3-3 Bravo could be 8
03:00
Speaker 2
Okay, so let's let's just confirm it's 3 0 8 1 0 M for Michael, 3 9 A for alpha.
03:00
Speaker 1
Sure, sorry, let me start again. pipe three, Whiskey, Mike, 39nd, alpha zero, five, four, one, one. Whiskey, Hotel, Whiskey, zero, three, Victor, two.
04:00
Speaker 2
[DOWNWEIGHT] I, I really apologize, Jerry, but there are some person that your voice is cutting in and out. So it's 334 for Boyd, then 20M for my call. David: Okay. Okay, thank you for that. And your model number? Again. Who is your internet service provider?
04:00
Speaker 1
Giga clear. Correct. Yes. Uh, hang on a, now, now, hang on a sec. No, there's one that's not. There's um, one of the child nodes is solid, is flashing red. Yeah, it's about three inches away at the minute. Yeah, it's very close. Why not? Too close. Okay, well it's about a foot away now.
05:00
Speaker 2
And are they bundled by your gigaclear? And what are their current light indicator? Are they all working? Okay, so they're all solid green. Okay. Can you please move that one closer to the parent node, about one foot or two feet apart? Move it farther, something like one foot to avoid interference. Yeah, not too close. So the parent note is solid blue. Yes.
05:00
Speaker 1
I keep on clicking, did you say. Yeah. Light flashing red at the minute. So solid. It? It's blank now, nothing. Oh, sorry. I've let go. I've let go. It's just it's just um nothing there at all now. Oh, hang on. It's very faint blue now. So say that again. Um,
06:00
Speaker 2
That's good. So, kindly press and hold the reset button of that child, sir, that keep on blinking red. Yeah, press and hold the reset button for 10 to 15 seconds, but kindly describe the light color while holding the reset. Keep holding. Okay, keep holding. Okay, let go. Okay, that's the time that you're going to let go when it turn to solid blue. So, when you're going to reset a note, sir, you need to wait until it turn to solid blue.
06:00
Speaker 1
Oh, I see right. So do you want me to start again then? It's solid but it's yeah, it's solid blue now actually. It's not. It's flashing blue. that's honest. Okay, all right. You want me to open me up? You want me to open up? You are wanting me to open the?
07:00
Speaker 2
Solid blue. Then release the reset button. No need because it's currently resetting. So let's just try to [pause] and while waiting for that node to turn solid red, can we try to log out on a Linksys app, so let me guide you on how to access the dashboard of the Linksys app and what are the options shows on that page Sorry?
07:00
Speaker 1
Linksys app. Yeah, I've done that. I've got a screen that says you haven't added a router or mesh Wi-Fi system. [silence] Go back to the beginning. I'll uh I'm going to log out and log in again then. Right. So log in. [silence] Log in. Getting router settings. That's what it says at the moment. [silence] Getting router settings. [silence] Finding your networks. Now, I've got a screen that says you haven't added a router or mesh Wi-Fi system to your account. Add an existing router or or set up a new router.
08:00
Speaker 2
Blink this out. Yes. Sarbat out of there. Yes. You can go back. Go back from the start. Add a new network. Yes.
08:00
Speaker 1
which one? uh existing, right? Add existing router, power on your router. Two, connect to its Wi-Fi and three, tap the button below. Well, I've got um, the main um router is okay. The two first two child nodes are okay, the third child node is uh solid red. Okay.
09:00
Speaker 2
at an existing. [silence] Okay, so it's ready for setup, so let's proceed to set up the last node using the five press method because, yeah, I don't really apologize, sir, but due to the firmware update, so this model is no longer visible on the Linksys app. So we cannot add this one through the Linksys app. So let's proceed to add this using five press method, but let's proceed to log in on the dashboard of the Linksys app since that is your issue.
09:00
Speaker 1
all right how do we get to the dashboard then you want me to log out of the app that I'm now in yeah well I've I've here okay I've just done that but I'll do it again delete right I've deleted talk alright I'll now go into the App Store. Right. Now, um, see, smart Wi-Fi management, is it? Different one. Okay. It's landing now. It's done. Put it, yeah. Manage your Wi-Fi, set up. So, connecting to your router, right? On email and and so yeah. Login to your router. Done that, yep. To log in with your router password.
10:00
Speaker 2
Yes that's it smart Wi-Fi management. And then manage yes manage your Wi-Fi. Okay this time do not select email select router or skip for now select router. Okay and can you go ahead.
11:00
Speaker 1
First connect to your Wi-Fi. Go to your... I am connected to be sure clear, yep. Uh... Then select your Wi-Fi from the list. Um... i'm sorry I'm sticking with my bigger clearer yeah my I SP. Okay.
12:00
Speaker 2
Are you connected with your Wi-Fi? Try to go to your Wi-Fi settings to check if you're connected. Or maybe just turn it off, turn it on to reconnect. and go to the Linksys app. [silence] Yeah. Now, make sure that you are connected to your Linksys router to the parent node. Are you connected to the Linksys network?
12:00
Speaker 1
I'm looking at the settings now and I've got um the piler clearer option. I've also got other networks, veloped set up 831, 995. Is that the one they're coming in at? Yeah, it's giga clear 9888. That's that's the name. Yeah I am indeed connected to that. Yes. Manage Wi-Fi, setup new Wi-Fi.
13:00
Speaker 2
Can we try to check on the bottom of the parent mode sure what is your Wi-Fi name? Okay, make sure you're connected to that okay, then go back to the links the app. [silence]
13:00
Speaker 1
I've got a splash screen now. Allow linksys to find devices on local network. Allow right. Login screen. So I want the router again. Right. Let's create your router password. Start. There is, there is one on the router itself. Enter R okay? Enter recovery key first lock under one of your nodes for the recovery key and enter it below.
14:00
Speaker 2
Manage. Yes, allow. Yes. Okay, now proceed to create your own router password. Yeah, you can use that one, but then I'm not sure if it will take that because you need to follow standard rules in creating router password.
14:00
Speaker 1
OK. 05. The account holder will be notified if this rooter password is changed. Continue. Create rooter password. Enter new password. I've got one already. I put prepared previously, which I'll use. What? What? Thanks. Yes. There we go.
15:00
Speaker 2
I'm better to use the parent node OK. Go ahead [silence]
15:00
Speaker 1
Oh, your hint. Oh, password hint. Setting route to settings save password. Yeah, I'm going to save that. Yeah, right. Right, save. Right, getting root to settings. Right. I've now got a screen that's telling me I've got 12 devices and 4 nodes. Internet.
16:00
Speaker 2
Okay, well let's just try to add the uh because they're already successfully log in on the Lenix app sir, let's proceed to set up the Full Web and then Full Rights do the mm me as you can see because I'm admin. I adjusted the settings sir. Proceed, Proceed, I like to add a new user.
16:00
Speaker 1
OK. Hang on a sec. It's just come back to a screen that says manage Wi-Fi or set up new Wi-Fi. I want to manage, do I? Uh manage your Wi-Fi set to connect to your router and uh router first connect to your Wi-Fi. I've done all that. Go to your phone settings and tap on Wi-Fi. Let's go back to the settings. Oh, yeah. I'm connected to that, yep. And that's the name, yep. Uh oh, what's return here? So, I've done that, right. So, I'm on a a screen that says log in router. Like into your
17:00
Speaker 2
Node. That we just set. So go to the parent node. Then press re-lease the re-set button of the parent node five times within five seconds. Yes.
17:00
Speaker 1
the my twi-Fi. I've done that I've got no button to press to go next once connected. So I can't use the app at all then with with this to the dashboard Right. Yeah. Yeah. I'm back to the dashboard then. Yeah.
18:00
Speaker 2
Yes. Yes. Yeah, and I don't really... Yeah, I really apologize for because due to the formal updates, actually, for this model,ving this app is not advisable to manage its settings. But you can still use this one to manage your device information. But on adding the child node with this app for this WH0, it will not work. So we need to use the 5-press method on adding the node. But you can proceed to go back to the dashboard of the Linksys app.
18:00
Speaker 1
On which device, on which device? The main one, right, okay, yeah. I've done five, yeah. I've got a red, solid red. Solid red. That's now a flashing red. [silence] Oh Right, okay, yeah. [silence] I've done five, yeah. I've got a red, solid red. Solid red. And that's now flashing red. [silence]
19:00
Speaker 2
Again, let's proceed to set up the parent note, then press the reset button five times for five seconds. Parent node: the main router to set up the child node. So, press release, press release, press release, press release, press release. And what is the light indicator of the child node? The parent node? So, when you...
19:00
Speaker 1
I'm sorry. I didn't quite understand that. I've got a flashing red on the child node. The one that's not working. Yeah. solid, solid green, greeny blue. Yep. Oh. Is it red? Blinking red. Yep. Okay. Okay. Right. Yeah.
20:00
Speaker 2
What is that? The parent node? The parent node is the light indicator of the main router on or parents, right? When you press release the reset button of the parent node five times or five seconds five times, then the child want to start blinking. Okay, indicating it's setting up. Okay, it's a good sign. It's setting up. All you need to do is to wait three, up to five minutes, Jerry, for that node to turn solid green or solid blue. [silence] The parents it's really a good site. No, it's setting up on.
20:00
Speaker 1
I've locked one to it yeah. [silence]. can I trade these in for new devices with links? Linksys. I said is there any way any system? training in these old nodes for new ones if they're not supported on the app anymore. Oh, right. Okay. Right. I've now got a solid. Oh, hang on, I did have. It's gone back to red again. Ah. Solid red, flashing red. Now, I know it's gone back to blue again on the. five Seconds. Once it's stable, how long do I have to leave it before I can continue?
21:00
Speaker 2
You can, but then on adding sir, adding the child note is no longer existed. Setting up the setup process. Yeah, it's okay. Just keep on observing it for one minute because it is still part of the setup process.
22:00
Speaker 1
Unplug it and take it to a different, say again, one to two. Okay. All right. They're all okay now. Sorry, after a couple of minutes, then I can put it in its original location, yeah? Okay. I'm sorry, could you repeat that? I'm not, not fully understanding it. You're asking me not to put it back in its original location? Is that what you're saying?
23:00
Speaker 2
1 to 2 minutes. one to two. one to two. Yeah. Minutes. I guess it's steady blue now, correct? Okay, so relocate the child node. Yeah, you mean I'll proceed to relocate the child node to the original location as it used to be. Yes. Now it's already set up, sir. You may not proceed to relocate that one back to its original location. Okay. No, you can proceed to relocate that one back to its original location.
23:00
Speaker 1
I can catch the first bit. Are you telling me not to relocate it or something about relocating it? you want me to do that. Yeah, you want me to do that? All right. Okay. See where it was then it was, yeah, I can see where it was. You want me to go and unplug that now, right? And relocate it. Sorry. Okay, I'll do that. So that's a lock. That's a lock. Okay, that's it. That's a down and I'm going to take it and relocate it. [silence] Right, I've now got solid blue. Uh, yeah, solid. Yeah, okay. Oh okay. Right, uh, it's flashing at the minute there. Nope. Okay, got you. Yeah. Great. Let's go back. Splashed in red now. [silence] Um 656.
24:00
Speaker 2
okay, so it is 1-3-7-6-5-6. yeah, 1-3-7-6-5-6. So, let's just wait for that now to turn solid green or solid blue. Okay, okay, and it is plugged in directly to the
27:00
Speaker 1
Sorry, it's connected to the power, yeah. It's solid blue again. Okay. Now red. Yeah, has done now, yep. You're, you're right. Night.
28:00
Speaker 2
power outlet, right? Not power strip. Okay, that's good. "Observe it for one minute." Yeah, it's okay. It's still part of the setup process. Then after a few seconds, it'll turns back to solid blue. Okay, so it's already set up, Jerry. So is there anything else that I can help you with? [silence]
28:00
Speaker 1
No, that's very good. Thank you. I'm happy with that. Thank you. I think, what where where? Where about's are you based? Where about you're based, Philippines? Okay. Thank you very much for your help. Thank you. Thank you. Dan, bye.
29:00