V2 Rubric Detail — 71338954-7ebb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 13:04
Duration
21m 36s
Contact
443-845-7201
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136840
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Nodes Got Disconnected_WHW03

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall69.2% (+1.1)

V2 Grader Summary

The issue was resolved with both nodes achieving solid green status, meeting R1. However, the agent committed a material technical error by misrepresenting the 5-press method as a factory reset, which contradicts KB documentation — this downgrades T3 to Not Met. Basic troubleshooting steps were skipped, weakening R2 and X3. Despite resolution, empathy was absent, and communication lacked framing, though ownership and step clarity were maintained.

V1 Case Analysis

Customer reported red LEDs on two Velop WHW03 nodes. Performed factory reset and 5-press pairing; both nodes returned to green. Informed customer of default Wi-Fi credentials (incorrectly stated as 'Linksys air balloon setup') and how to change them via the Linksys app.

Troubleshooting Steps
  • Collected customer name, email, phone, serial number, and model.
  • Confirmed devices were out of warranty.
  • Guided customer through a factory reset (hold reset button until LED off).
  • Instructed the 5-press pairing method on the reset button.
  • Verified both nodes changed to green LEDs.
Key Observations
  • Agent correctly used the 5-press method for WHW03 nodes, which is valid per KB (universal_5press_models.md).
  • Agent did not verify actual internet connectivity after the nodes turned green — a critical gap in confirming resolution.
  • Agent incorrectly stated the default SSID as 'Linksys air balloon setup' instead of the correct 'LinksysXXXX' or 'Linksys-Setup' (universal_factory_reset.md).
  • Several long silences and confusion over model numbers (e.g., 'Q3 V2', 'PS five') indicate poor control and clarity.
Positive Highlights
  • Collected all required customer information (name, email, phone, serial) early in the call.
  • Provided accurate reset and 5-press pairing instructions per KB (universal_factory_reset.md, universal_5press_models.md).
  • Correctly identified solid red LED as disconnected state and recommended factory reset as appropriate first step.
  • Explained how to change Wi-Fi credentials via the Linksys app, empowering the customer for future configuration.
Agent Errors / Gaps
  • Did not confirm that the internet connection was restored after the nodes turned green — only confirmed LED state, not connectivity.
  • Incorrectly stated the default SSID as 'Linksys air balloon setup' instead of the correct default SSID per KB (universal_factory_reset.md).
  • Model number clarification was confusing; the agent misheard 'WHW03' as 'Q3 V2' and 'PS five', causing unnecessary delay.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Both nodes ended with solid green lights and the agent confirmed they were working; customer did not report further issues.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped basic troubleshooting like power cycling the modem or checking WAN connection before jumping to factory reset and 5-press method.
R3 Met Correct resolution path conf 95%
Agent acknowledged devices were out of warranty but still provided full troubleshooting path instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified solid red lights as symptom but did not explore root cause (e.g., ISP outage, modem issue) or ask about recent changes.
T2 Met Appropriate tools / resources used conf 95%
No tools were required; verbal guidance using documented 5-press method was appropriate for WHW03 model.
T3 Not Met No misinformation conf 100%
Agent explicitly stated that performing the 5-press method is part of the factory reset process ('you're now going to perform what we call the 5-press method' following a request to factory reset). universal_5press_models.md explicitly states: 'This is NOT a factory reset.'
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained control but had long silences, failed to set expectations at start, and did not manage transitions clearly.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions, and confirmed understanding during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 90%
Provided clear next steps including timing (wait 3–4 minutes), actions (relocate node), and outcomes.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted due to successful resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, difficulty reading labels, or expressed empathy despite clear signs of stress.
X2 Partially Met Tone & rapport conf 85%
Agent maintained steady pace but did not adjust tone or check emotional state after customer expressed difficulty and distraction.
X3 Partially Met Overall experience conf 80%
Agent avoided repetition but required customer to perform multiple resets without confirming if simpler fixes might work first.
Call Transcript29 turns · 32 lines
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. We are currently experiencing higher than normal call volume which may result in a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. I [silence]
00:00
Speaker 1
Hi, Ben. My name is Colleen, and yesterday I lost my wireless router connection to the Internet, and the Internet seems to be working fine. And I've tried, you know, turning off and on the router, disconnecting, you know, it from, um, the Internet, you know, the Verizon that I have. So, I just don't know if it's a problem with the two nodes I have or, um, or what what it could be. So, I was hoping you could help me figure it out. They're they're red.
03:00
Speaker 2
I thank you for calling on X. My name is Van and I'll help you today. [silence] What are the lights tell you on your on X devices?
03:00
Speaker 1
solid. Yes. and Colin Gowan MC Paul. My first name is uh colllen my last name is mc capital G O W A N. Uh it's tarhelgal33@gmail.com T-A-R-H-E-E-L-GAL33@gmail.com gal. Jeff.
04:00
Speaker 2
valid or flashing red? alright. Before anything else, can I also ask, is this your first time calling? since this is your first time calling, I'll just have to gather some quick few information so I can create a case here in our system. Can I have your first and last name again? Can you spell it out for me please? mm-hmm. Thank you so much. What about the email address? Thank you so much. drape Hill, Tal33@yahoo.com. I'm sorry, Guail.
04:00
Speaker 1
Tarheell33. TARHEELL33. Yes, it is. Let's see. Is that on the bottom of it? Let's see here. Oh, gosh. I'm going to have to have magnifying glass 'cause I can't read that. Oh, gosh. Um, let me see if I can take a picture of it here and expand it. Okay. All right. Um, 20J20M39. M39. 19. like an eye chart here.
05:00
Speaker 2
And the phone number that you're currently calling, is it 443-845-7201? Can you provide me the serial number of your Linksys device? Yes. [silence]
05:00
Speaker 1
Okay. Siri, what's the capital of California? Sacramento. Yeah. San Francisco. Here in a
06:00
Speaker 2
all right so what's the model of the unit the one that's the one that you just said so that would be two zero two zero M three nine A six seven one 94 okay what's the model your mesh system as well that should also be located underneath the unit all right so what's the model of this one it's the same exact thing as P S five what about the mesh one give me one second sorry okay okay
06:00
Speaker 1
I've got a Q3 V2. One is I'm looking at them both now because I brought the other one in one is the main one that's connected to um Verizon, uh modem is uh red, solid red, and the other one that's just connected to the wall in the same room is flashing red. Okay. Okay. I see. So can you walk me through that? [silence]
07:00
Speaker 2
All right, thank you so much. All right, just to verify, you mentioned that their lights are solid red. All right. So, that currently means your nodes are disconnected from your Verizon internet line. You may need to consider doing a complete factory reset and set them back up all over from scratch. Putting like it's your first time setting up the units in order for them to work again. So, the factory reset your Linksys device.
07:00
Speaker 1
Okay. Okay. Okay. It's, no, it's not flashing anymore. Okay. Mm-hmm. okay, that one is also off.
08:00
Speaker 2
Firstly, to reset, you need to hold the button until the light turns off completely. Your current WH-03s are not in warranty for any replacements or free funds on our end. Once the light turns off, you can let go of the reset button. Now that the child node has been turned off, Unplug it and bring it near the parent node or the main one, but don't plug it back in yet. Let's just wait for the other one, which is the main node to finish flashing or rebooting. [silence]
08:00
Speaker 1
It's red now. Solid red. Okay. I see the red reset. Button. You're saying I, I press and release that five times? Okay. [silence]
10:00
Speaker 2
All right. You're now going to perform what we call the 5-press method. You're going to press, release, wait a second, press, release, wait a second, 5 times on the reset button. Yes. [silence] [silence] [silence] Once you've done the 5 press method on the reset button, yes.
10:00
Speaker 1
It still red, solid red. Okay, I'll try that again. I'll wait a little bit more between them. it's flashing red now. Orange now. [silence]
11:00
Speaker 2
Jo what's happening on the life? Once again, it's press, release, wait a second, press, release, wait a second, five times. Now wait for three to four minutes until it's done flashing red.
11:00
Speaker 1
like a teal color blue green now. Thank you so much for all your help here. one moment. Okay. Okay. So that's L T LTS 1.
13:00
Speaker 2
All right, wait for one minute to make sure that it stays that same color.
13:00
Speaker 1
Okay. It's uh kind of a blue green color, uh kind of blue. Let me make sure it's came out. [silence]so it's uh kind of like a blueberry color.
14:00
Speaker 2
Yes. No changes so far in the main one? Perfect. Your parent node is now fully configured and working again. Turn on the child node next to it or near it. Tell me if the child node is on a solid red or solid pink state after it's done rebooting.
14:00
Speaker 1
and of a purple color. You've all mellow. [silence] Getting a little [silence] getting a little brighter. Uh, but it's kind of gray and then it goes to a purple color. Now it's red. So this is the one that's connected to the internet, the parent one. Okay, here we go.
15:00
Speaker 2
Now, go back to the parent node and do the five press again. Press release, wait a second. Press release, wait a second five times. Yes.
16:00
Speaker 1
It's orange now, I'd appear. That's red, but it's flashing. Okay. [silence] [silence] [silence] [silence]
17:00
Speaker 2
All right. What about the child? Nodes, too. Can you double check? Perfect. Wait for three to four minutes until that light stopped flashing. All right. Wait for one more minute to make sure that it stays that same color.
17:00
Speaker 1
[silence] It's red again. [silence] Now it's green. [silence] They're both green [silence] now. Okay. Do I need to reset my the password that I did to set up for my or is it the same password since I factory reset it?
20:00
Speaker 2
All right Keep an eye serving it. What's the light in the It's gentle in both of them right now. Perfect. So congratulations you've made both your nodes working again you can safely relocate the other one back to its original room and that should be it. Since you performed the factory reset it went back to its default information which is Linksys air balloon setup which is underneath the parent node and the password is also the same on
20:00
Speaker 1
so how do I, I guess how do I know what that link's password is? Oh, on the actual device, not on my app. Okay. Okay. Okay. I see it. Okay. Understood. Okay. Well thank you so much. Okay. You too.
21:00
Speaker 2
I'm underneath the parent note. You can change it anytime by using the Linksys app. It's underneath the Linksys parent note. Yes. All right. Thank you so much for calling Linksys as well. Take care and have a great day. Bye bye for now. [silence]
21:00