V2 Rubric Detail — 78c585f6-7e92-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 08:11
Duration
22m 10s
Contact
+447736090161
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
John Pagurayan
HappyFox Case
#LTS00136808
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: IN_WHW03_Unable to add the child node (that was disconnected from the network)

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.6/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall85.4% (-6.6)

V2 Grader Summary

The agent successfully restored a WHW03 child node to a solid blue state using a factory reset and the router's web interface. While the agent skipped the KB-recommended 5-press method for this model, the technical guidance provided for the reset and UI access was accurate, leading to a successful resolution. The agent demonstrated proper call control, empathy, and ownership without unnecessary escalation.

V1 Case Analysis

WHW03 child node offline (pink/red light). Performed factory reset, accessed router UI at 192.168.1.1, added as wired child via CA settings. Node returned to solid blue and remained stable after relocation. Issue resolved.

Troubleshooting Steps
  • Confirmed customer identity and contact details.
  • Obtained and recorded serial number of affected node.
  • Guided customer through factory reset procedure for WHW03 node.
  • Adapted access method due to work laptop restrictions, using Network Connections to retrieve local IP.
  • Logged into router web UI at 192.168.1.1.
  • Navigated to CA settings → Connectivity → Add Wired Child → Apply.
  • Confirmed node LED returned to solid blue and remained stable after relocation.
Key Observations
  • Agent correctly identified and executed factory reset for WHW03 node per KB guidance.
  • Successfully adapted to work laptop restrictions by using alternative IP retrieval method via Network Connections.
  • Accurately navigated CA settings to add node as wired child, a valid method for reintegration.
  • Confirmed resolution by observing solid blue LED and customer validation after relocation.
  • Maintained professionalism and clear guidance throughout.
Positive Highlights
  • Correctly applied factory reset procedure for Velop node (transcript [05:00]).
  • Successfully accessed router UI despite work laptop admin restrictions by guiding customer to use Network Connections (transcript [08:00]–[09:00]).
  • Accurately navigated CA settings to add wired child node (transcript [13:00]–[14:00]).
  • Confirmed successful re-pairing with solid blue LED and customer validation (transcript [15:00], [21:00]).
  • Maintained calm, professional tone and managed customer expectations regarding warranty (transcript [03:00]).
Agent Errors / Gaps
  • Did not explicitly confirm model number at start; assumed WHW03 based on prior case (transcript [02:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Customer confirms node is solid blue and reconnected: 'There we go, blue. Try again. Connected. Yeah, brilliant.'
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped initial power cycle and firmware check; proceeded directly to reset and UI steps without verifying basic troubleshooting first.
R3 Met Correct resolution path conf 97%
Agent acknowledges device is out of warranty but continues full troubleshooting: 'support is still going to continue... you don’t need to pay anything.'
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (red/pink light) and asked about Ethernet connection, but did not ask about parent node status or recent changes before jumping to reset.
T2 Met Appropriate tools / resources used conf 96%
Agent successfully guided customer to access router UI via 192.168.1.1, navigated to Connectivity > CA Setup, and used the Add Wired Child Mode feature.
T3 Partially Met No misinformation conf 95%
Agent correctly used 192.168.1.1 and factory reset for a used/offline node. However, for WHW03, the KB specifies the '5-Press method' as the standard pairing/recovery process; the agent jumped directly to a factory reset without attempting the 5-press method first.
Communication
C1 Met Clear & professional language conf 95%
Agent verified identity, set expectations, maintained control through technical steps, and managed transition from CMD to UI workaround.
C2 Met Confirmed understanding conf 94%
Agent adapted language when customer struggled with CMD, switched to GUI method, and confirmed understanding at each step.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed on the line until resolution was confirmed.
O2 Met Proactive follow-through conf 96%
Agent gave clear next steps: keep node near parent, wait for stability, then relocate; confirmed timing and expectations.
O3 Met Closure confirmation conf 97%
Agent referenced prior case, account name (Chloe McIntosh), and email to avoid repetition and maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted; issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation for patience and closed with courteous tone: 'It's been a pleasure listening to you... have a great day.'
X2 Met Tone & rapport conf 94%
Agent adjusted approach when work laptop blocked CMD access, used alternative GUI path, and maintained engagement.
X3 Met Overall experience conf 95%
Agent used existing account data, avoided re-asking known info, and minimized customer effort by guiding through UI steps.
Call Transcript42 turns · 43 lines
Speaker 1
No, it's not, no. Oh, sorry. No, it's not. No, it's not. It's an--. That's no. I've called you before, but it's a different uh different issue. Yeah, oh seven three six zero nine zero one six one. That's it. Yeah. [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. [silence] Thank you for calling Linksys. This is Larry. Is this your first time calling? [silence] Uh, Do you have a case number then with uh your previous contact? [silence] Okay, [silence] I see. Well, I I still need to uh pull up your record. Uh, can I try to pull up your record using your phone number? [silence] Okay, let me verify if I got it correctly. Zero Seven Seven Three Six Zero Nine Zero One Six One. [silence] Okay, let me uh try to pull up your record.
00:00
Speaker 1
probably last year that's it yeah that's right
01:00
Speaker 2
Record, ma'am. Just give me a second here. What was the last time? By the way, you have a contact to links? Last year. Okay. Let me check I think I was able to [silence] 773609 0 1 61. Yeah, I was able to pull up a record. Let me make sure I've pulled up the right one. Account name is under Chloe McIntosh. Okay. Uh, let me also verify the email address. That is uh, K L O M A C 23 at google mail.com. Okay. And
01:00
Speaker 1
One of our nodes, so we have, I think it's six nodes, five or six nodes within the house, um, it's just decided to turn off. So it's obviously got the the red light at the top. And I've tried to bring it back over to the main node and reconnect it, but I'm not succeeding. So, just wondering if there's anything else I'm able to do in order to try to get it to work again. Yeah, it'll be the same set that we had before, yeah. Yeah. Yeah. Yeah.
02:00
Speaker 2
How could we assist you today? okay let me verify. I believe you're calling for the same a nodes. This is HW03, right, the tri band nodes. Okay, I see. And uh, let me see. You mentioned earlier we have uh, total of six nodes in the system. Is that right? Okay. Okay. I see. Uh, and one of the nodes uh, I would assume this is one of the child nodes usually located in a specific area. This suddenly turned offline.
02:00
Speaker 1
that's right yeah okay
03:00
Speaker 2
. [silence] and then uh you decided to put it close to the parent node and try to reconfigure it or reconnect it back, but uh it doesn't do anything. Okay. Okay. I see. Well, if that's the case, um there might be uh a disconnection problem on that uh on that specific area. And uh for us to be able to reconnect that node, uh I believe you were able to unplug, plug it back in. That's usually the the standard uh workaround uh for you to be able to get it back. But if it doesn't work, then uh we may need to uh reset the node and uh uh add it back to the system. This is uh actually one of the early units we had before uh legacy units. We no longer manufacture this. Uh in terms of uh warranty, it's uh beyond the warranty period. However, the support is still going to continue. You don't need to pay anything for us to go through any uh troubleshooting at this point. But uh just want to say [silence] I really appreciate your patience up to this point.
03:00
Speaker 1
Yeah, that's fine. Yeah, it's 2 2 J 0 M 3 7 B 2 9 0 2 6 2 2 1 8. It is yeah. Yeah. I've got it with an ethernet cable so I can take that out. I've tried both ways. I've tried it without the ethernet cable and yes...
04:00
Speaker 2
such as your expectation that in any case that the unit is no longer fixable, for example, uh, it's defective, uh, replacement may may not be feasible anymore okay? Just wanna, uh, put that forward. Anyway, uh, that node, I need the serial number of that, uh, uh, problem node, ma'am, if you don't mind, uh, we need to check it. Uh-huh. Thank you so much. This is again the child node that is acting up. Um, is it plugged in now connected to, uh, okay, close to the parent node, right? Okay. Okay. So, is it connected to hardware with an Ethernet cable to the parent? Okay. All right. Uh-huh, what is the light on top of that node, by the way? [silence] Ma'am, if you don't mind, uh, we need to check it. Mhm.
04:00
Speaker 1
blue and it flashes blue for a while and then it turns well it's pink on ours but I think your colors are red okay you currently blue yes yeah that's right
05:00
Speaker 2
uh, I see. uh, let me uh, check here. I think we may have to proceed and uh, continue with the reset process. um, just uh, leave the ethernet cable plugged in, I just need you to uh, press and hold the reset button until it blinks, uh, goes red, turns off, and then goes back to blue again. mm-hmm. Continue pressing until it turns off totally. uh, you're still with gigaclear, by the way? Okay. Alright, thank you. Calling from [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
05:00
Speaker 1
That's right, yeah. Okay, there we go. Does this work? It's a laptop. Yeah, on my phone, they're both connected to the or to the Wi-Fi connection. This is a work laptop, so I might not be able to do it on my work laptop. I have to do it on. How do I interface?
06:00
Speaker 2
Yeah, the UK, right? Alright. Okay, let me know what if it's done. Okay, very good. Uh, do we have a computer connected to the parent node @ this time? Okay. Oh. Oh, yeah, laptop. Is that the one you use earlier? Okay. All right, very good. Uh, we may have to use a laptop and uh, let me see here. If uh, the laptop is ready, we need to access the user interface, if if if you already have that. Uh, we just simply need to access the user interface via the IP address. What laptop are we using? Is this a Chrome? I'm sorry,
06:00
Speaker 1
HP. Never. When it got that. CmD. Okay. Command prompt. Yeah. Where is it gone? Yeah. Okay. Wait a minute. It says it's been disabled by my admin. I knew it would. It's a work laptop. [silence]
07:00
Speaker 2
Sure, is this HP OK? Windows computer here you familiar of the uh do you familiar of the uh accessing the user interface or checking the IP Okay, all right. totally fine well we'll try this if that's an HP computer uh usually there is a search bar, it's either at the bottom or top right corner. Search for CMD Charlie Mary David Yes, ma'am. Yes, it will prompt you with the command prompt and I just need you to choose or click that. I will bring you to the black screen. I need you to type these numbers when you're ready. Okay, once that's up, I need you to type
07:00
Speaker 1
Can I do it off my phone? [silence] No. [silence] Okay. [silence] Yep. [silence] Yep. [silence] Okay. [silence] your Network Connections. [silence] Yep. [silence] it's come up with a Bluetooth connection, Ethernet 1, 2, 3, 4, um, Wi-Fi connection, Cisco, any VPN connection.
08:00
Speaker 2
Okay. Um, no, we would normally want to choose the laptop for now. We'll try another way. Um, I I bet we can check the IP address of a laptop. If the command prompt is allowing that, uh we'll try a different method. Usually where computers does not allow that. Uh on the search bar, uh same thing, we'll try NCP, uh, CPL. Okay. We'll bring you to a network and sharing center maybe. Okay. Click that and uh can you go to change adapter settings or tell me what are the options from here? Mhm. Very good. Okay.
08:00
Speaker 1
yeah yeah yeah yeah yeah it says connection details yeah IP okay, yeah IPV 4 yeah the top one is 192 168 1.147 that's it yeah okay yeah okay
09:00
Speaker 2
This laptop is connected via Wi-Fi, right? Okay, we'll choose that Wi-Fi. Um, right-click on the Wi-Fi and go to uh status. Okay, and then once you click status, uh can we hit details? Okay. Uh, are there any IP addresses here? We'll be looking for IPV 4 address. Very good. .147. Now that we got it, I need you to pull up a browser, uh could be Chrome, Edge, whatever browser we have available. All right, and then we'll type the default IP address. Let me know when you're ready.
09:00
Speaker 1
ok. here we go keep your continue to yeah that's it yeah yeah yeah says access router that might be interesting
10:00
Speaker 2
Okay, 192.168.1.1. Keep your Wi-Fi handy. Does it say that? Okay. Uh, do you see a two phones icon on the left hand side? Okay. Can you double click that? When you double click that, it will bring you to the login page. Okay. All right, uh, yeah. It will ask you for password. Usually it's admin is a default, but uh I bet that you change it before.
10:00
Speaker 1
Okay, yeah, we're in. Well, let me just go back over something this side of the room. Uh, yeah, it's gone back to red. Yeah. It's solid. Well, it looked pink to me, on us, but I thought the color, yeah, it's pink. Yeah.
11:00
Speaker 2
Okay, once we're logged in here, uh, the child node that, they ask you to reset, what's the light now on top of it? Mhm. Okay, so going back to red solid or blinking? Um, if it's red, it should, it should actually be purple, uh, but maybe, yeah, yeah, pink. Yeah, pink. Did you bring your phone here on on the on the location where the child node is? Okay, can you check on your phone, uh, turn on your Wi-Fi and see if you can detect the default Wi-Fi name of this child node. Usually, it says underscore wiggle. Does it have Like underscore W-I-G, or some combination of those things.
11:00
Speaker 1
Oh, yeah. It's the 221 on, isn't it? Wi-Fi. setup B82. Yeah. Yeah, yeah. Yeah, my phone won't work otherwise. Okay. That's right. Yeah, yeah. Yep. Yep. Yep, just give us a minute. Yep. Okay.
12:00
Speaker 2
Sure, velop set up set up and then the last four or five digits of the serial number. Can you check if it's broadcasting? [silence] Okay. So is that the default name? So it's detecting it right? Okay very good. That that means that it's uh... Yeah, that means that it's uh it's ready for setup now. Again, I just want to clarify, this child node that is now solid pink, it's still hardwired with an ethernet cable connected to the parent. Am I correct? [silence] Okay, very good. Now can we go back to your uh laptop? Is the laptop close to us? Yeah? Okay. [silence] Okay. So once we are on the laptop, I just need you to uh check here at the bottom of the page. We'll be looking for the C and A status.
12:00
Speaker 1
Oh yeah, yeah, click on that. Okay. Yeah. Connectivity. Yeah. Yeah. Yeah. Yeah. I've I've only ever done it, um through p holding and pressing the buttons on the the nodes.
13:00
Speaker 2
It's a CA icon, Charlie, C as in Charlie, A as in alpha, it's a tiny letters at the bottom, bottom right hand corner. Yep. Yes, click on that. Once you click on it, it will disappear. It will auto-populate the settings that we need. Okay. All right, after a click in that, we'll go to connectivity. Okay, after connectivity, the last tab, uh, to the right. It's a CA router setup. Yes, click that, please. All right, after clicking that, uh, there will be option here add wireless child mode or add wired child mode, right? Have you been here earlier before calling us? Okay.
13:00
Speaker 1
a few times, yeah I've never done this, yeah, click apply, yeah, okay, gone back, okay, it's flashing now, okay, I did, yeah.
14:00
Speaker 2
OK I see all right good now click add wired child load add wired child load and then hit apply hit okay and then observe the light on child load [silence] means it's responding [silence] did you reset the child load earlier before calling us also
14:00
Speaker 1
it's flashing still still yeah it's still a pink oh okay it's gone blue yeah
15:00
Speaker 2
[silence] [silence] flashing red, sorry. [silence] okay [silence] okay. [silence] So if it's gone blue, all right? Let the node stay close to the parent, just understand,
15:00
Speaker 1
yeah okay yeah okay and cloaked yeah stayed blue okay sure another place yeah yeah [silence]
16:00
Speaker 2
plug the ethernet, only the Ethernet, okay? it will reboot and then it will reconnect. [silence] we'll wait for maybe a minute or two. [silence] and then before I ask you to relocate it to the designated location, to where it was located, we're just making sure it's stable, close to the parent.
16:00
Speaker 1
let me just check okay okay it's on red again pink oh it's flashing pink again okay cool okay Are you kind of America or you based in America? Oh, are you sure? Okay. Yeah. Yeah. Yeah. Yeah. Obviously, you click which country you're ringing from. So I just assumed you'd go to UK branch, but obviously not. Right. You again. Right. Yeah, we're back to blue. Yeah, we are. Should I go and plug it in its location? Yeah.
17:00
Speaker 2
I'm sorry um no ma'am I'm based in based in Asia in the Philippines yeah we work for uh linksys sorry do we have a solid blue now okay okay very good you can now yeah you can now relocate it if you want me to stay on the line I'll wait but if you if you er think that you
18:00
Speaker 1
I'll quickly whiz across, that will take me a couple of seconds. I'll just try it now and see, trying to connect. [silence]
19:00
Speaker 2
you're good to go? That should be fine. Sure, no problem.
19:00
Speaker 1
Yeah. Yeah. Yeah. it's blinking. No, it's blinking so it might take a couple of minutes. Yeah, yeah. That's okay. It's trying to connect.
20:00
Speaker 2
12 is it blinking or solid? Yeah, if it's blinking it's it's trying to find a yeah looking for a node that is closes to it and attach or connect the only uh alarming light is going to be solid red which means it was not able to connect. If it's blinking it's trying to. Yeah.
20:00
Speaker 1
Yeah. Yeah. This is its location. It's been all for last couple years, so it should connect in the mother. No, from this distance. It's not too far. Just. Yeah. Yeah. It's a, it's, it's decent distance, but it's it has worked previously. This is the first time. Oh, it's starting to flash blue. In between the, that's still flashing. Come on. Are you saying? There we go, blue. Try again. Connected. Yeah, brilliant. Thank you. Marvelous. You've done it, done it. We're back on. Thank you so much for your help. Not to the Monday morning. Yeah, no, thank you very much. Cheers, Larry. Take care. Hi. Yeah.
21:00
Speaker 2
has it been on this location since? okay alright there should be no problem the reason why I'm asking that is uh... you know making sure that this is a working location and uh... Okay. alright You're welcome. It's been a pleasure listening to you uh... ma'am and again uh... thank you for calling Linksys. This is Larry. You're welcome it's been a pleasure it's a pleasure you have a great day Cheers bye alright bye bye
21:00