V2 Rubric Detail — 749ea972-6686-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 17:45
Duration
13m 9s
Contact
Adam Rupert
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jhon Jobert Zambrano
HappyFox Case
#LTS00056301
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Configuration / Adding Nodes

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall81.2% (+51.2)

V2 Grader Summary

The agent correctly resolved the issue by guiding the customer through a factory reset and 5-press pairing for WHW03 V2 nodes, achieving a working mesh. However, the use of non-standard LED terminology ('orange', 'pink') and failure to provide requested follow-up instructions reflect minor technical and customer experience gaps. Despite this, the resolution was successful and no critical failures occurred.

V1 Case Analysis

Customer unable to add two child nodes (WHW03v2) to mesh; nodes showed red/orange. Agent instructed factory reset and invalid 5-press pairing method. No verification of mesh connectivity or internet access performed. Issue unresolved.

Troubleshooting Steps
  • Instructed factory reset of both child nodes (hold reset until LED off).
  • Guided customer to perform the 5-press pairing method on the parent node (invalid for WHW03v2).
  • Advised waiting several minutes for nodes to re-join (no verification performed).
Key Observations
  • Agent identified model as WHW03v2 (Velop family) but provided pairing instructions for Cognitive Mesh (5-press), which is invalid for this model.
  • Agent misdescribed LED behavior ("solid pink"), which does not exist on any Linksys mesh device.
  • No verification of mesh connectivity, admin page access, or internet functionality was performed.
  • Customer was left with ambiguous instructions and no clear next step if the issue persists.
Positive Highlights
  • Agent remained patient and maintained a professional tone throughout the call.
  • Provided clear instructions for factory reset, including duration and expected LED behavior.
  • Confirmed customer contact information and initiated case creation.
Agent Errors / Gaps
  • Provided incorrect pairing method (5-press) for WHW03v2 Velop, contradicting KB guidance (Section C - Velop Intelligent Mesh).
  • Misdescribed LED behavior: claimed nodes would show "solid pink" light, which is not a valid state (KB: LED Reference - Intelligent Mesh).
  • Failed to verify mesh connectivity or internet access after troubleshooting steps.
  • Ended call without confirming resolution or providing a valid follow-up path.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms both nodes are now green and says 'thank you for your help' multiple times, indicating resolution of the red node issue.
R2 Met Diagnostic thoroughness conf 95%
Agent identified red child nodes, instructed factory reset, then 5-press method, and guided customer through waiting periods — all logical, sequential steps.
R3 Met Correct resolution path conf 96%
Agent correctly applied reset + 5-press pairing for WHW03 V2 (Intelligent Mesh), without dismissing support due to warranty or other status.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked about LED colors, diagnosed red nodes as faulty, and followed a structured process to reset and re-pair them.
T2 Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access) were required; verbal troubleshooting with LED status was sufficient and correctly applied.
T3 Partially Met No misinformation conf 89%
Agent correctly guided reset and 5-press method, but referred to 'solid pink' and 'orange' lights — not standard LED states in KB; WHW03 uses solid red/blue/purple only.
Communication
C1 Met Clear & professional language conf 95%
Agent opened with greeting, verified contact info, set expectations, and maintained control through a multi-step process.
C2 Partially Met Confirmed understanding conf 87%
Agent used clear language but did not adapt terminology (e.g., 'orange' instead of 'red') despite customer confusion; no comprehension checks beyond status updates.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, performed all steps, and did not transfer or defer responsibility.
O2 Partially Met Proactive follow-through conf 88%
Agent gave a timeline ('wait 2–3 minutes', 'wait 5 minutes') but failed to honor the customer’s request to email instructions, breaking a soft commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior case history mentioned; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but did not acknowledge customer frustration ('this is the third time', 'last night it didn’t work') with empathy or apology.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a consistent tone but did not adjust pace or style despite customer’s fragmented speech and confusion over LED colors.
X3 Not Met Overall experience conf 93%
Customer explicitly asked for email instructions to avoid future effort; agent ignored the request, increasing customer effort unnecessarily.
Call Transcript28 turns · 28 lines
Speaker 1
[silence] Yeah. [silence] Ah, not, I don't think so. Yeah. How are you? [silence] [silence]
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. My name is Van and I'll help you today. They're solid orange. All right. Before anything else, can they ask is this your first time calling? Just to verify the phone number you're currently calling, is it 079712183649? All right. Let me quickly double check on our end. [silence]
00:00
Speaker 1
Yeah, Rupert Gibb, Rupert Gibb, G.I.B.B. Um, I'm okay. It's, it's Argible, Argible at Warren Partners. Okay, sorry, sorry, sorry, let's just stop this. Um, um, I'll give it to my wife because she's been speaking to, so she'll have an address. Bear with me. The one that's registered on account is Katrina.gib at BC Investors.
01:00
Speaker 2
Alright, thank you so much for patiently waiting. But upon double checking the against our end there seems to be no record pertaining about the phone number. Since currently there's no record, I'll just have to create a new one instead. Can I have your first and last name. Thank you so much, Rupert Gibb. What about the email?
01:00
Speaker 1
um where is the model number it is so we've got one main one and then two sub ones and what do you want the serial number model number model number is I must say slow you can't read them WH dot
02:00
Speaker 2
Once again, it's Katrina, K-A-T-R-I-N-A, is that correct? Thank you so much. All right. What's the model of your Linksys device? What are the model numbers?
02:00
Speaker 1
WO 3 V 2. No, so the main one is green. So that's working fine. And the two extensions are red. And I tried to right. Right. Yeah. Okay. I did this last night, and it didn't work. [silence]
03:00
Speaker 2
Thank you so much. What's the light on all three of them? Are they all solid orange or solid red? [silence] All right. You need to factory reset those two child nodes. To factory reset them, you need to hold the reset button until the light completely goes out. Once their light completely goes out, you let go of the reset button. Make sure that your child nodes are relocated near the parent nodes afterwards so that you can add them successfully. Once they're now there, you're now going to perform what we call the five press method, but in order to.
03:00
Speaker 1
Okay, so you want me to do this now? Okay, and and when, when we've done it, can you send me the details of how to do it, so that I can do it myself next time? Well, if you could email it to me, that would be fantastic. Okay, it's just gonna go to the other one. Um, so I basically just plug it in next to the node to the main one and press. So, I've relinked with it. Okay. I've unplugged it now. Again, pressing the reset button.
04:00
Speaker 2
do the fire press method you factory reset your child nodes first yes yes it's always available on YouTube or on our website. all right, so go ahead and perform the factory reset now [silence] you factory reset them first before you relocate them. [silence] no since you just
04:00
Speaker 1
Okay, how long does that take? Okay. So I leave them plugged in for two to three minutes. Okay, how will I know when that's fully boosted? One is on blue, not flashing. And one is on red, not flashing. Is that flashing? No, no, it's on blue. One's on blue, one's on red, not flashing, either of them. [silence]
05:00
Speaker 2
until they're fully booted back up. It takes around two to three minutes. You need to be patient. If it stops blinking or flashing blue.
05:00
Speaker 1
They don't examine our goods. Okay, they're both now in red. And that's one line. Okay, the light's gone out. Now it's basically. Okay. Okay.
06:00
Speaker 2
Now, hold the reset button until the light goes out. [silence] Make sure you both, you do it on both of them and wait for them to boot up afterwards.
06:00
Speaker 1
they're all both on blue now. We moved one of them back upstairs. Do we have to unplug it or I we'd have to unplug it? We just straight unplug it then unplug it straight back in. It shouldn't we don't need to do anything with any buttons. Uh I both blue.
07:00
Speaker 2
[silence] yes, you unplug it once it's successfully powered up and fully added again. Yes, there's no other complications just a real simple unplug, replug. What's the light on both of them right now? Tell me if they're done. [silence]
07:00
Speaker 1
Okay, right, one's just gone back to orange, and the other is still on blue so one's gone to orange, and the other is still on blue. One's gone to orange they've both gone to orange. So go to the main one. Yeah. Okay. Okay, um and that's with this red button yeah yeah yeah okay here we go five times okay. [silence]
08:00
Speaker 2
[ silence ] flashing or pulsing blue right now, they should change back to either an orange or a solid pink light. Now go to the main one. Go to the main one. On the main one, you're gonna perform what we call the five press method, and it's done on its reset button. You're going to quickly press and quickly release. Wait a second. Do it again five times. Yes. Yes.
08:00
Speaker 1
I've done that five times. That's- I'm getting orange and flashing. I'm now gone green. Uh- now, one's flashing. Uh- the other's still on, the other's still on, um, uh, sort of dark orange. Uh- okay. So they're both now flashing. Yeah, okay. Okay, fine. Okay. And then we just- we're up and running, yeah? [silence]
09:00
Speaker 2
What's the light on the parent node? What about the other two? Alright. I am resetting connection. I am resetting connection. [silence] Let's just wait for three to five minutes. This is the last step. All that's left for you to do is just wait until it changes colors. [silence] Yes, that's the normal procedure until it's done adding itself back up to your mesh system. [silence] So, a factory reset would revert everything back to default settings, right? Yes mhm.
09:00
Speaker 1
Okay, well, thank you for your help. All right, okay, okay, okay. That's fine. Uh, they're still, still pulsing. Uh, they're both still orange and flashing.
10:00
Speaker 2
Yes. Now we're going to wait until they change colors. Tell me if they stop flashing or pulsing red. [silence] What's the color now? All right.
10:00
Speaker 1
go flashing. So, one's gone green. Go flashing.
11:00
Speaker 2
Perfect. What about the other one?
11:00
Speaker 1
Oh, the other one's just gone orange again. All right, okay. Okay, that one's gone green again, back to green. The other one's still flashing. I say when we move them, we can just unplug them, all and plug them straight back in. We don't -- I say we're not pressing anything else. Yeah. Okay, so that one's they're both on green now. [silence] Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah.
12:00
Speaker 2
Yes, that's completely normal. [silence] Yes, you need to let them sit there for five minutes straight. If they still stay in that solid green light, you can safely relocate them, and that's about it.
12:00
Speaker 1
Okay, thank you. Okay. Thank you. Okay, thank you.
13:00
Speaker 2
creating them and that's about it. All right, thank you so much for calling Linksys. Take care and have a great day. Bye-bye for now.
13:00