V2 Rubric Detail — 7755afba-6a84-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 19:40
Duration
29m 19s
Contact
Mary Frances DeHart
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). 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
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+31.7)

V2 Grader Summary

The agent correctly identified the WHW03 mesh system, diagnosed the main node as powered off based on LED and connectivity symptoms, and resolved the issue with a power cycle. The customer confirmed full restoration of service. While the resolution was technically sound, minor communication lapses — including an off-topic remark and unexplained silences — prevent top marks in call control and empathy.

V1 Case Analysis

Customer’s WHW03 mesh network disappeared. Agent guided power-cycle of main WHW03 node; Wi-Fi returned temporarily. Critical incompatibility with EA9500 routers not addressed. Issue likely to recur.

Troubleshooting Steps
  • Collected serial number (2J10627B5679) and identified WHW03 model (after initial error).
  • Asked about LED status (solid yellow) on main WHW03 node.
  • Guided power-cycle of main WHW03 node (off for ~3 minutes).
Key Observations
  • Agent failed to recognize critical incompatibility: WHW03 nodes cannot mesh with EA9500 routers (per velop_mesh_compatibility.md).
  • Agent misidentified model as WHW003 and misheard EA9500 as 'MDEA-9500', indicating poor listening.
  • Long silences and lack of direction reduced efficiency (e.g., [06:00]-[08:00], [18:00]-[20:00]).
  • Power-cycle resolved symptom temporarily, but root cause (incompatible topology) unaddressed.
  • Agent did not verify if customer could access EA9500 Wi-Fi to isolate upstream issues.
Positive Highlights
  • Collected serial number early (2J10627B5679), enabling model identification.
  • Asked about LED status to assess node health.
  • Provided a power-cycle that temporarily restored connectivity.
Agent Errors / Gaps
  • Failed to identify incompatibility between WHW03 mesh nodes and EA9500 routers (KB violation).
  • Misstated model as WHW003 and misheard EA9500 as 'MDEA-9500'.
  • Did not confirm mesh compatibility before proceeding with troubleshooting.
  • Allowed long silences and lacked call control, reducing efficiency.
  • Did not explain long-term risk of topology incompatibility or provide actionable next steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'Okay, it’s working. Yeah. Okay. Thank you. Yeah. All right. Bye.'
R2 Met Diagnostic thoroughness conf 90%
Agent gathered serial number, identified model (WHW03), asked about LED status, and instructed a targeted power cycle of the main node — a logical diagnostic sequence.
R3 Met Correct resolution path conf 90%
Agent correctly chose a power cycle for a node that was off; no escalation or warranty claim was needed — appropriate for the issue.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the symptom (network disappeared), verified device model, checked LED status, and deduced the node was powered off — logical root cause analysis.
T2 Met Appropriate tools / resources used conf 90%
No remote tools were available or necessary; issue was physical (node powered off), resolved via manual power cycle — appropriate tool use.
T3 Met No misinformation conf 95%
All technical instructions (check LED, power cycle for 3 minutes) are accurate per KB; no incorrect guidance given.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent lost control briefly with an off-topic comment: 'Why are you still using MDEA-9500? Do you really need...' and had multiple unexplained silences.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding after key steps; phrasing like 'Can you double-check if there is a switch button' was vague.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed troubleshooting, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 90%
Agent set a clear next step (power cycle for 3 minutes) and confirmed resolution — no follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved at L1.
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 75%
Agent thanked customer for waiting but did not acknowledge frustration or history; minimal empathy shown.
X2 Partially Met Tone & rapport conf 75%
Agent maintained polite tone but did not adapt to customer’s confusion; unclear phrasing caused minor delays.
X3 Met Overall experience conf 90%
Agent avoided repetition; only required actions were serial lookup and power cycle — efficient and low-effort.
Call Transcript44 turns · 50 lines
Speaker 1
Yeah. This is Mary Frances Dehart in Solona. And I've just been on the phone. I've got an issue. Yeah, a problem. I have your Lynx Routers.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is, how can I help you?
00:00
Speaker 1
You should have me in your system as Mary Frances Dehart, D-E-H-A-R-T. And it's been some time, I'm sure. So, I have, I have a mesh system. So, I have the two Linksys, your two Linksys routers, the, what's the model? The EA9500s in line with each other and then the 5 mesh boxes. [silence] When I have everything available. Let's see. What, what do you need? The number of the boxes there. [silence]
01:00
Speaker 2
Okay ma'am let me try to double check that one. What's the model of the 5 mesh box that you have?
01:00
Speaker 1
Okay, part of the mesh. Let's see, Wi-Fi. Uh, So, Yeah, what are the mesh boxes called? I don't know what I'm looking for here. I don't know whether local. Yes, I guess, uh, yeah, tell me. I'm, Okay, that's what I'm. Recovery key? What's the serial? I have everything. Maybe I'm going to have to look here. I should have a uh, Just hold on. I'll get one.
02:00
Speaker 2
Okay. Or you could provide me, ma'am, the serial number of at least one of the mesh that you have.
02:00
Speaker 1
Yeah. You'll still wear. Okay. A serial number. 2J10627B5679. [silence]
03:00
Speaker 2
Thank you so much, ma'am. Let me just double check that one. Mmm, okay. So this one is the WHW003. Mm. Yeah. Yeah. This serial number that we provided you, ma'am, this is actually showing as the WHW003. So how many do you have for the WHW003? Five, okay. And um can you confirm um the ah, okay. I'm sorry. Um can you confirm the email address first? You provided me already the first and last name that's on the account. How about the email? Okay. And then, um, for this, is this the best callback number in case the call gets disconnected? The one that ends in three nine seven four? Okay. All right. And who's your, okay. So, but the good thing is we have here D3974. Um, who's your internet service provider, ma'am?
04:00
Speaker 1
Yes, I'm in Alaska, remote. Okay. It's good. Go. [silence]
06:00
Speaker 2
It's okay. Um. Mm. Mm. Right, for a while ma'am. I'll be back. Thank you. [silence]
06:00
Speaker 1
[silence] Yes. [silence] Right. So [silence] I have some that are not hooked up. These are the [silence] models [silence]
08:00
Speaker 2
Hello, ma'am. Hi, ma'am. Thank you so much for patiently waiting on the line. So, um, yeah, for this one, you have, um, all of the five mesh that you have are WHW03, right? No other models? Okay.
08:00
Speaker 1
coords missing was working is working right now. Field name coordinator working, is working right now. Correct. In line, wired in in line, yeah, to each other for the distance. And then connected is the is the uh what the master box and four others. And So No. So what happened the problem? Okay, right now. Okay uh because the whole system is a wireless system. And hooking up uh wires right now, electricians are here right now but what happened this morning is uh envelop is what I call the network. Okay, it just simply uh disappeared.
09:00
Speaker 2
Okay, so you have, first is you have 2EA, um, you have 2EA 9500, right? Yeah. Mm-hmm. Oh, okay, so, um, so what's, um, so you, so, um, are you going to add or what happened? Mm-mm. Mm-mm.
09:00
Speaker 1
developed the five boxes, my internet and see the printer, my computer, everything has to connect to the, to the wireless. And, Velo is here, but it, on available networks, it just simply, uh, let me show you, on the developing networks, managed known networks. Uh, it shows Velo, but then it says beside it, forget. We can't connect to them. I don't know what happened. The modem's on. Uh, pardon? Go ahead. Uh, V E L O P. Yes, that's my wireless network name and it shows and everything is running but it doesn't connect to the, um, to the provider, to Copper Valley Intercom or internet. [silence]
10:00
Speaker 2
So, what's the Wi-Fi name that you're using? What's the Wi-Fi name that's showing there as Velo?
10:00
Speaker 1
Yeah. And I have called them and waiting for them to call back. So, I don't know every - yeah, their modem. It doesn't connect or something. Everything is - everything is on. And it shows on my computer, the network shows, but then it says beside it, forget and connect and should connect automatically when in range. So, I don't, I don't know where the problem is. Right, yes. Correct, wired, right. Correct, wired.
11:00
Speaker 2
[silence] Sorry ma'am. Okay, sorry, um, let me just make sure that I understand it correctly. Um you have a modem from Copper Valley, right? Okay, and then that is where it connects the first EA9500, and then wired again another EA9500 and then another
11:00
Speaker 1
And then. [silence] wired, correct? Correct. [silence] That's exactly right. [silence] Yes. No, uh, I mean, they're they're just develop all of them. [silence] everything wireless's fall. Uh Uh Uh Uh [silence] Well, I mean, a name would see what do you need? I mean, I've got the my address or whatever all that, but [silence] yeah, there's a name for each one of them. Do you need that? Like the first one is, you know, it's working.
12:00
Speaker 2
okay.
12:00
Speaker 1
Artdee and 5HeartD, the second one. I mean, they have the names, but everything connects as one as you know, the wireless connects to the wireless so my my laptop that connects to the Dell laptop and an 8K monitor and to uh to an Epson wireless printer, the uh uh ET 16,655 printer. All all operate wirelessly. [silence] Correct, everything is correct. No. Two two routers. Well, I guess three
13:00
Speaker 2
So so the printers or other devices are connected to develop which is the WHW 013 okay okay okay do you have any other device that's connected to the EA 9500? okay because you have to we have to properly isolate it ma'am because you have three routers with um within your network so
13:00
Speaker 1
Three. Okay. Right count in a motem. Right. Okay. Okay. Oh, okay. okay it is it is connected. directly it is wired directly to the modem. it is right no, it's it is yeah, it's on it is on right now, yeah, and that's what's it's just develop is not it's not showing it's your right
14:00
Speaker 2
Yeah, three, including the WHW350003, which is the main node for the other wireless nodes. So since you're using the WHW35000 for mesh and seamless roaming, if we can connect at least to the EA9500 or to the modem directly because we have to properly isolate it. Okay. Because on the modem, we have to make sure that the modem is active. So we can either bypass it or at least connect to the Wi-Fi of the EA95. It's not showing on the Wi-Fi list for the loved name.
14:00
Speaker 1
yeah, it's not it's showing on develop man. Yeah, it just doesn't connect to the I mean it's wired. It's connected. Everything's working, but it does not show from so is it a linen yeah, is it a links problem or is it the Copper Valley? Is it the provider problem? I've called the provider. They they haven't gotten back with me and I called them first. The main uh the main router. Uh, so what do you need the name serial number? What do you need? I'm looking.
15:00
Speaker 2
Well if you're the Wi-Fi name, Mam, we have to um we have to make sure first, um what's the color LED of the WHW03? What's the color LED light, at the top of the main one, the main router, the WHW03 that is connected to the EA95. [silence]
15:00
Speaker 1
can hear. Yeah. No, it's a hot mess. Let me go look at it. I mean, it's whatever. All the lights are the yellow lights on top. Everything is working. Go here. You know, they're all solid yellow. All the striped lights on top, the Lynxus, everything's on. Okay. Yeah. Just a little while ago because yeah, I have, several times this morning. Yes. Do you want me to? Uh, probably a minute. Do you want me to turn it off right now? I can turn everything. I just turn the surge protector.
16:00
Speaker 2
Okay. Have you tried to power cycle the main WHW03? Like you turn it off and then how many minutes did you leave it off?
16:00
Speaker 1
After all, I can turn everything off and have him start. Let me see which part it is. I guess I turned off the switch on it. Okay. It's off right now. Okay.
17:00
Speaker 2
Just the WHW03 ma'am. The main WHW03 that is connected to the EA95. Can you turn that one off? Leave it off for at least uh three minutes. Alright. Okay let me set the timer.
17:00
Speaker 1
Oh, well, maybe I've never lack it also long enough. No, that's okay. Fine. No, I never left it off this long. So, I'm with you. Tell me when. Okay. No problem. Yeah, I turned it off at the surge protector before, rather than on the, actually, yeah. Right. I mean, yeah, right. It shows.
18:00
Speaker 2
If you need to do something else, madam, while we're waiting, you can take your time, okay? We still have two minutes and 20 seconds left. Okay. Why are you still using... Why are you still using MDEA-9500? Do you really need to have like, a wide network? [silence] Okay. mmm, okay. [silence] Okay. [silence] Right, so uh, by the way, I'm sorry. It's already, it's already 3 minutes. You can [silence]
18:00
Speaker 1
Okay. Okay. Oh. Okay. And what I was going to say, everything was working perfectly yesterday. Yeah. Okay. It is on right now. Oh. White, white, the whole line. No. No. No. They're all solid. What are they? One, two, three, four, five, six, seven, eight or something. Eight lines, something like that. They're white. And I was just going to confirm, yesterday it all looked Okay, okay, okay. Yeah. The lights were off.
21:00
Speaker 2
okay, we have plug back the main WHW03 that we turned off.
21:00
Speaker 1
just probably within the last two months the provider um connected to the f-f-i- fiber I went to f- so everything made the fiber connection here so that has also been but everything's been working fine that was done recently connected to fiber [silence] yep it's solid everything's fine says links everything looks good and go back okay okay develop okay to the mother one or whatever your you, Sarah, let's the nation yeah, I'll go to that. Okay.
22:00
Speaker 2
Okay, hmm, okay. Any changes, man, on the LED light right now of the node that we turned off? What, um, I think we're... I think we're on the EA 9500, ma'am. Um, I want you to go to develop. Okay. To the mesh. Yes. And then let me know what's the color of that node. Okay.
22:00
Speaker 1
okay probably have to reset it let me reset let me reset that turn it I mean not reset per turn it on and off is what I meant you want me turn they usually turn them on and off I didn't mean reset don't oh don't it's not in nothing I yeah here in the light that doesn't even show nothing I don't even see that maybe it is blue but it's not red anyway and it's not blinking [silence]
23:00
Speaker 2
no
23:00
Speaker 1
It's hard to see in the light. It may be blue. It may be blue. It's hard to see in the light. Okay. Is that on or not? There's no light on in here. So they think it's not on. It's that power is out. Oh, that power could be. So changing away? Uh, yeah, there may be something else going on here, too. Because see, the electricians are here and they're trying to get everything set up with smart lights. Maybe the power's off. We're checking. Hm? I have power. Okay. There's power. So it's not, I have power and the light's not on. [silence] and they're doing flashing lights here. No. That's what I was hearing, I guess. So they think that something might be coming up here too, but there's people setting up the P the lights here with the, the smart lights. So it's bad connection.
24:00
Speaker 2
But it's not blue. Okay. Okay. Okay. Can you double-check if, um, I think there is a switch button, uh, there is a switch button and they're Needs it, uh, that you can actually turn it on and off. It's turned off. Okay. Let's give it some time. Maybe that's the reason why the default Wi-Fi name is not showing. Yeah, that will actually take like two to three minutes. Do you have developed now?
24:00
Speaker 1
that connect automatically when in range? Okay. Oh my god, this is a problem. how do I connect? Let's see. network settings. No, it's still connected only to the heart D Ranch, which is the show that they will networks. No. wait a minute. Man, it's still. Oh, here. Wait a minute. There it is. There it is. Connect. I can. Wait a minute. Oh, no. I'm connected. Okay. Oh,
27:00
Speaker 2
you can see no develop okay okay all right check if you ha check if you [KEEP_UNCERTAIN] all right that's good so so it was just off okay so there's nothing wrong with your internet it's just that the master node was off earlier yeah that's good so you can connect now so yeah
27:00
Speaker 1
Okay. No, that's okay. Is it? Thank you. Okay, it's working. Yeah. Okay. Okay. Thank you. Yeah. All right. Bye.
29:00
Speaker 2
Hi, Libsyn. That's good. You take care, okay? Thank you for calling Libsyn. You're welcome. Bye.bye.
29:00