V2 Rubric Detail — 76247e1a-7ae6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:02
Duration
35m 17s
Contact
662-610-4517
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.6% (+8.6)

V2 Grader Summary

The agent successfully restored the WHW01 mesh nodes to solid blue using the 5-press method and physical resets, achieving a working network. However, technical accuracy was compromised by repeatedly calling the setup LED 'pink' instead of 'purple' as defined in the Intelligent Mesh KB, and by initially misdiagnosing the blinking red LED as a 'wrong port' issue. Despite these shortcomings, the customer's issue was fully resolved without escalation, and the agent demonstrated ownership and appropriate out-of-warranty support.

V1 Case Analysis

WHW01 Velop system (S/N: 25F13M35B) had blinking red LEDs and app not detecting nodes after relocation. Performed power cycle, reset, and 5-press pairing on main node. Nodes returned to solid blue. Advised customer to rename Wi-Fi via app. Device is out of warranty; no replacement offered.

Troubleshooting Steps
  • Confirmed model WHW01 and serial number.
  • Asked about Ethernet connection to modem.
  • Guided power cycle of modem and nodes.
  • Instructed reset of child nodes and 5-press pairing on main node.
  • Monitored LED changes to solid blue.
Key Observations
  • Agent provided multiple factually incorrect LED interpretations (e.g., blinking red = wrong port, pink LED as setup mode).
  • Gave contradictory reset instructions: first said to hold reset until light off, then correctly described 5-press as quick taps.
  • Failed to verify WAN/Internet status after nodes turned solid blue.
  • Did not confirm final internet connectivity or app login success with customer.
  • Communication was disorganized with overlapping instructions and filler phrases.
Positive Highlights
  • Collected model number and serial early in the call [00:00], supporting proper identification.
  • Correctly identified need to re-pair child nodes after relocation [09:00].
  • Successfully guided customer through 5-press pairing method on main node [17:00], which is valid for WHW01 per KB.
  • Recognized that solid blue indicates healthy mesh connection [18:00] and advised relocation accordingly.
Agent Errors / Gaps
  • Incorrect LED meaning: at [04:00], claimed blinking red indicates 'connected to a wrong port' — per KB, blinking red means 'disconnected from parent' or 'modem/cable issue', not wrong port.
  • Invented non-existent LED state: repeatedly referred to 'pink' LED at [09:00], [12:00], [13:00], [17:00] — KB states WHW01 uses purple, not pink; no 'pink' state exists.
  • Contradictory reset instructions: at [14:00], told customer to 'press and hold reset until light off' for a child node — this is factory reset, not setup mode; contradicted by later correct 5-press guidance.
  • Failed to verify internet connectivity: never confirmed if WAN connection was restored after nodes turned solid blue.
  • Misguided app login advice: at [27:00], did not correct that app prompted for email/password, indicating possible confusion in guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms nodes are solid blue and network works; agent verifies reconnection and guides final steps.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent skipped initial model identification and misdiagnosed blinking red as 'wrong port' instead of checking for disconnection per KB; troubleshooting followed a logical path but began with incorrect root cause assumption.
R3 Met Correct resolution path conf 95%
Agent provided full best-effort troubleshooting despite confirming device is out of warranty, aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms but failed to ask diagnostic questions about model type or firmware; assumed 'extender' terminology and misattributed cause (wrong port) before verifying WAN connection issue per KB Path D.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use local web UI (192.168.1.1) to verify network status or settings, relying solely on app and LED interpretation — a missed opportunity for direct validation despite customer having connectivity issues with the app.
T3 Not Met No misinformation conf 95%
Agent repeatedly referred to 'solid pink' as setup mode; KB led_intelligent_mesh_consumer.md explicitly states 'Purple Solid' is the color for 'Ready for setup' for WHW01. This is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general control but allowed long silences, repeated unclear instructions, and failed to reframe when customer expressed confusion about location access and login flow.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms but did not adapt to customer’s repeated confusion about app behavior or confirm comprehension after key steps like the 5-press procedure.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on all commitments including monitoring LED changes.
O2 Met Proactive follow-through conf 90%
Agent set a two-minute timer, gave clear next steps (relocate nodes), and confirmed final LED status with customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent remained polite but offered no acknowledgment of customer frustration, repeated interruptions, or effort invested; minimal empathy expressed.
X2 Partially Met Tone & rapport conf 65%
Agent responded to questions but did not adjust pace or tone during customer’s confusion about app login and location permissions.
X3 Partially Met Overall experience conf 70%
Customer had to repeat information (e.g., LED status multiple times), and agent introduced avoidable friction by directing customer through app setup flow that failed due to outdated assumptions.
Call Transcript44 turns · 54 lines
Speaker 1
Yes, ma'am. I've got a. It's a WHW01. And I can give you the serial number if that would help. 25F13M35B
00:00
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. [silence] Thank you for calling LinkSys. This is May. How can I help you? Ah, okay. Yep. What's the serial number?
00:00
Speaker 1
Sorry, zero nine, six seven six. I unplugged it so I could move uh, some shelves around, and plugged it back in how I had it, and now it won't, it won't show up. I've got a flashing, a slow blinking red light on top of it, but uh, also when I go to the app, it can't even find it. [silence] Yeah, blinking red, yes.
01:00
Speaker 2
Okay, and what's your concern about it? Yeah, the app is no longer, I mean, it's no longer working. All our Linux devices, there's no cloud access anymore. You can log in instead using the router password only on the app. Now, the router's LED indicator up until now is blinking red, right? I mean, there is this issue that you're having. I mean, you can't connect to the Cloud, so why don't we try and fix this up. Because it looks like you're not connecting to the cloud server.
01:00
Speaker 1
yes. Yeah, it's in I, I did the push, pull, push both ends, the end that's connected, to the, to the modem. It has, uh, an orange LED on the, you know, on one side and it's got a a green LED on the other side of it, so it's indicating that it's, it's working or at least this port is working. The the other end of it that's plugged into the lenk, this node, it's plugged in, of course, there's no LEDs to tell me anything but the LED on top is blinking red. I mean, it's plugged in how I had it, how it's been working for a long time but now it's just, it's not working. They're all the same.
02:00
Speaker 2
For now, the Ethernet cable that connects the modem to the Internet port of the router, is it connected securely, like it's not... Okay. Um Are you referring to the extender or the main node?
02:00
Speaker 1
I don't know, they all look the same to me. There's three of them. This is the main one. This is the main one that I've been using as the main one for a long time. I I was speaking. I can't hear you when I'm speaking. Okay. All right, that's done. No, it's blinking red. Yes. all right, now it just went, now it just went solid bluish green. All right, let me, uh, let me check my connection. All right. Whenever. Okay. It changed the name. It changed the name on my system. I had the system a different name. Now it's it's got a, It's... There's a V-E-L-O-P setup E76 and there's a V-E-L-O-P setup D26.
03:00
Speaker 2
Okay. Your internet should work right now. Blinking red indicates it's connected to a wrong port or there's something wrong. [silence]
04:00
Speaker 1
[silence] you go push the reset button on each one of them? No. No. No, I did not. No, no I did not, I haven't pressed that yet. I can't understand what you're saying. Okay. Okay. No, I did not press.
05:00
Speaker 2
means your extender is on setup mode, did you press the reset button on each extended? did you press the reset button prior calling because their default name is Belop setup that you can see on the list, that's actually, the default name of your Lynx is devices that's why I'm asking if you pressed the reset button you can check the extenders now What the like indicator on top? Well,
05:00
Speaker 1
Daddy, why will you not? Oh, my bad. Horses are not going to work. They're just not doing where the nodes for- here is that to turn up Where at in Travis Road? What? in the back in the bedroom My son has moved one of them. I haven't found it yet. Just give me just a minute. [silence]
06:00
Speaker 2
late indicator on top
07:00
Speaker 1
ma'am, can you hear me? this... it's like a pink... pinkish color. i... you said i need to unplug it, carry it within five feet of the main node, plug it back in and then turn it on. [silence] hold on.
09:00
Speaker 2
Yeah, I can. That means it was... Both must be powered on right beside the main node within 5 feet, if possible. Those two. Yeah, turn it on within 5 feet from the main node, because indeed, I'm right, it's back to default. So it's no longer part of your network. It should be added back. And to do that, at the same time, you need to plug in both extenders beside the main node, the closer, the better.
09:00
Speaker 1
All right, they're they're both they're both uh bluish purple right now. They're both flashing uh blue on and off. Okay. You said, you said do that when?
12:00
Speaker 2
Okay, we'll just wait and see their LED on top change to pink or solid purple. What's the LED status now? Once it will turn to solid pink, go to the main one, the one that is working fine and press its reset button five times within five seconds. So, press release, press release, press
12:00
Speaker 1
You said do that. At what time? When did you say do that? Yeah. Um, neither neither of them turned pink. Now one of them is flashing red. Now I've got one that has turned pink. I've got one that is flashing red.
13:00
Speaker 2
when the extenders are on setup mode, meaning they ah... the light there should already turn to solid pink, the LED. Are you doing now to
13:00
Speaker 1
Ma'am? You said when they're both pink, to do that. They're not both pink right now. One is pink, one is flashing red. Do I continue or do I do something else? No, I plugged it in. It went from flashing blue, to now it's flashing red. The other one went from flashing blue, to pink. On the one that's flashing red. Okay, holding. It went from holding. Light one another. Is yellow? Ready to go. Your check is delivered. Zoom is enabled. Click no goal settings. Thank you for waiting. Good. Do you have a minute to answer some questions about your discussion? Sure, go ahead. I will be recording the video. Your check has been was understood. Awesome!
14:00
Speaker 2
I've pressed on the main node, not yet. Did you do something or the blinking red node? Mm-hmm. The the other one's not working at all, but let's have that one recover. Just press and hold the reset button and only let go when the light on top is off. [silence] Yeah. Alright, same thing, once that one turns to purple or pink, do the five press reset on the main, just observe it for now.
14:00
Speaker 1
All right. All right. It just it just turned to pink. So now you said on the main node hit reset five times right. Okay. one two three four. five. All right. It is now flashing amber. say say again.
17:00
Speaker 2
is it still flashing the second extender yes the extender there will blink red until both will blink red and it will just take three minutes max both will then turn into solid blue that's the time you can relocate it back to their locations this extenders that are solid pink so you just do the function so extending your Wi-Fi range don't listen it's up to you right [silence] yup helps you to avoid wireless good yep [silence] in the house signal so around it it will mean what it can't do in the house right to regenerate will be faster
17:00
Speaker 1
Yes. Okay. Okay. Once they turn blue? Say that last part again? Okay.
18:00
Speaker 2
I pressed reset on the main node, both should blink red right now which will take three minutes max and it will turn to solid blue. That's the time that you can transplant them back to their original locations, yesations. Stay in blue for more than a minute or even just if they stayed solid blue for more than 30 seconds, that's the time, you can re-locate these sub-nodes to their locations. Cause that means its already connected back to the main. It's still flashing red. Okay, there's only one minute left.
18:00
Speaker 1
all right one turned blue and then turned back red the other one's still flashing all right the one that turns all right the one that the one that turned blue then read is now back to blue and it seems to be staying blue the other one is still flashing
20:00
Speaker 2
Uh-huh. And it just, it will light up blue again. Okay, we're just going to give another one minute, and that's all.
20:00
Speaker 1
All right. Now, I have to, appears that they're both blue. Well, one of them turned back red. All right, now it's blue again. All right. All right, so. So now, when I, if I go to search for the network, I still have the, it says VL 76, Setup E, 76. How do I change that name?
21:00
Speaker 2
Okay. They're fully connected now, now all you need to do is to transfer each of 'em back to their location. They're are all added, they're all online. Aside from that, do you have any other concerns? Uh huh. And it will lid up blue again. Yeah. That's part of the led behavior. you need to access the router settings to do that. To change the name and password. you can log in using router password instead. Prior opening the app, your phone should be connected first to your Linksys Wi-Fi. you need to log in locally after, I mean you need to log in using router password, not using email, not using the links says account, links this app. there there is an option there where you can type the router password instead of the email. to connect your phone first where the app is downloaded.
21:00
Speaker 1
All right, it's connected on my phone. Uh, so now, now you're saying go to the app to change everything? Um, why does it need my location? The, when I go to the, when I go to the app, it says, allow location access. Set up cannot be completed without this. [silence]
23:00
Speaker 2
Yeah. Just open the app. What location? What's the message? [silence]
23:00
Speaker 1
Why does it need to know my location? Allow location access. Setup cannot be completed without this. Why? I'm asking, why does it need my location? [silence]
24:00
Speaker 2
u-huh? that's just. can you read that one again? You just read it. That's first set up. Your lensless is already being set up. You don't have to do that. Just first close your lensless app and then reopen. You just need to log in. [silence]
24:00
Speaker 1
I'm on the phone I'm having to reset my password. Yeah. I am, I did. I'm logging into it now.
25:00
Speaker 2
what's the message on the app now Reset password for the account. I think you're trying to reset the account password. is that the account password? again Linksys account is not working anymore on the app you need to log in using the router password only there should be a router password [silence] okay you got to log in first using the [silence]
26:00
Speaker 1
I clicked on the router, I clicked on the router password and then it prompted me to put in my email address and a password and that's what I did. It wouldn't accept my password, so I changed my password. I mean whether, whether it should or should not, that's what it asked me for, ma'am. I'm just doing what it asked for. It prompted me for a password and that's what I did. All right, now. Now, now it's asking me for the Wi-Fi name.
27:00
Speaker 2
that should not I mean that should not be the dashboard when you tap a router password it should only be asking for router password not email but thank you okay try to log in and let me know if it will not work
27:00
Speaker 1
[silence] And the Wi-Fi password would the what's the Go-Panhom password? Are they have those on the phone? Yeah, but I'm 2017, yeah, but no explanation. Just the 1W or way, Kote 2017 Capital W, A-U-H-H. We'll see. Okay. 2017, no exclamation. it seems, it seems to be working, I don't know. All right, it's prompting me to connect to the, to the, I don't know what you said. I'm trying to, I, I, I, I, I, I, I, I, I, I, keep getting interrupted. Ah, it, it prompted me to connect to the Wi-Fi, and I did. My phone says it's connected, it says, after you connect it, click next. I clicked next, and it says, looks like you're not connected to your new Wi-Fi. Please follow the steps above. So I say. my phone says that i am connected the app says i'm not connected close that is already the what it's my phone says that it is connected to the Wi-Fi yes correct correct correct yes but now my two now my two nodes my my the other two nodes are blinking red
28:00
Speaker 2
Okay, so you don't have to go through anymore. This goes the app, and the Wi-Fi you're currently connected to is already the updated one, right? The new Wi-Fi. Your phone, it's already connected to the new Wi-Fi, which is the one that you set up, right? The one that you created. No longer the vehicle setup. Okay, that's it. That's what you wanted, right? You wanted to change the name and password. Is that it only? Yeah, it will just take time for them to connect. Just first close your Lennox's app. Okay. I'm setting a timer here, just two minutes. And let me know if the child node turns to solid blue. Can you try one more device to connect to your new Wi-Fi and see if it will work. Thank you. If that doesn't solve the issue, then you might want to look into that. Yeah. So basically, I just wanted to let you know again about the dongle, like I said, you don't need it if you're using the app. All right. Acting.m+.
31:00
Speaker 1
All right. It appears to be working. They're they're solid blue. [silence]
33:00
Speaker 2
The time is almost up. What's the light status of the extender? Okay. They're already reconnected. Again, all you need to do is to relocate those nodes. Just don't push any buttons, just power it on and it will go back to solid blue once, uh connected and, it will just uh blink by the way. But that will eventually
33:00
Speaker 1
no I don't yes okay so I have support I just there's no warranty okay I'm sorry say that again
34:00
Speaker 2
Do you have any other concern? Otherwise, if you have just three, I mean three nodes in total. and they're already all solid blue. and just to let you know, your device is already out of warranty. So just in case it become defective, we can't no longer offer replacement. I just offered you right now a free support, okay? Yeah. This is one of our legacy mesh device. Okay. Thank you again for calling. This is one of our legacy products that we manufactured long time ago. You know, technology upgrades. We also have
34:00
Speaker 1
Okay. All right. All right. Yeah, I'm good, thank you.
35:00
Speaker 2
We upgraded our devices in order to have those latest Wi-Fi standards. You're all good? Okay. You're welcome. Bye for now.
35:00