V2 Rubric Detail — 7a3d7b80-7ba1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 14:21
Duration
13m 37s
Contact
Andrew Witlieb
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136526
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 reconfiguration

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp3.57/5
Overall42.3% (+20.3)

V2 Grader Summary

The agent successfully reset and re-paired the WHW03 v2 router but provided technically inaccurate LED expectations (T3 Not Met) and omitted critical WAN/modem diagnostics (R2, R3 Partially Met). The router remained blinking red at call end, indicating unresolved connectivity, and no escalation was offered despite persistent failure (E1 Not Met). While ownership and empathy were maintained, resolution was incomplete and technical guidance contained KB-validated errors.

V1 Case Analysis

Customer reported solid red LED on WHW03v2 Velop router. Agent performed factory reset and 5-press method, misinterpreted LED states, and falsely declared success. Router remained without internet. No valid troubleshooting performed.

Troubleshooting Steps
  • Advised factory reset via reset button.
  • Guided through 5-press method.
  • Checked that default Wi-Fi SSID (Velop Setup 16A) was broadcasting.
Key Observations
  • Agent provided multiple factually incorrect LED interpretations for WHW03v2 (solid red = no internet, not normal; reset should result in solid purple, not solid red or green).
  • 5-press method was misused as a standard setup procedure instead of an escalation/diagnostic tool.
  • Core WAN troubleshooting (modem power cycle, WAN cable check, ISP verification) was completely omitted.
  • Agent falsely declared the router 'successfully configured' while it was still disconnected (blinking red).
  • No verification of internet connectivity or WAN port status was performed.
Positive Highlights
  • Collected serial number and model number correctly [02:00].
  • Expressed empathy at the start of the call [04:00].
Agent Errors / Gaps
  • Stated that a factory reset on WHW03v2 should result in solid purple/pink [08:00], but incorrectly interpreted solid red as acceptable and solid green as success. KB reference: After reset, Intelligent Mesh nodes should show solid purple when ready for setup (led_intelligent_mesh_consumer.md).
  • Misapplied the 5-press method as a normal setup step [09:00]. KB reference: 5-press is an escalation/diagnostic tool, not a setup procedure (universal_5press_models.md).
  • Failed to perform any basic WAN troubleshooting (e.g., check modem, power-cycle modem, verify WAN cable) despite solid red LED indicating no internet. KB reference: Red solid LED = no internet signal detected from modem (ax_maxstream_wifi_connectivity.md, led_intelligent_mesh_consumer.md).
  • Provided factually incorrect reassurance that blinking red is 'normal' and comparable to video buffering [11:00]. KB reference: Blinking red = disconnected from internet (Path D — Disconnected in led_intelligent_mesh_consumer.md).
  • Falsely declared the router 'successfully configured' and 'connected and online' when the LED was blinking red [11:00], which contradicts KB definitions and constitutes a material misrepresentation of device status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Router ended on blinking red light; agent did not confirm stable internet connection or resolution before closing the call, leaving customer without confirmed functionality.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed factory reset and 5-press pairing, advancing configuration, but omitted critical WAN/modem diagnostics (power cycle, cable check, modem status verification) for a solid red LED issue.
R3 Partially Met Correct resolution path conf 88%
Reset and re-pairing was an appropriate attempt, but agent bypassed standard diagnostics for solid red LED (modem/WAN focus) without ruling them out, despite power outage context suggesting ISP-side issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified solid red LED symptom and asked about power outage, but failed to probe WAN link, modem lights, or perform direct modem test — key steps in diagnostic logic for no internet.
T2 Partially Met Appropriate tools / resources used conf 85%
No diagnostic tools used (e.g., checking WAN port LED, suggesting direct modem test); relied solely on verbal instructions and incorrect LED interpretation.
T3 Not Met No misinformation conf 96%
Agent claimed WHW03 should turn solid purple after reset (correct), but stated it should turn solid green/blue after setup — KB specifies solid blue only; also described blinking orange after 5-press as normal, which is not documented behavior for this model.
Communication
C1 Partially Met Clear & professional language conf 87%
Maintained call flow but used vague 'wait' instructions, allowed long silences, and failed to set clear expectations when LED behavior deviated from script.
C2 Partially Met Confirmed understanding conf 84%
Used mostly accessible language but mispronounced/mistranscribed 'Velop' as 'Vellop'/'Vlob', causing minor confusion; did not consistently confirm customer understanding after complex steps like the 5-press pairing.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed reset and pairing procedures, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 86%
Told customer to wait for solid green/blue light but provided no concrete timeframe or follow-up commitment, leaving customer with unresolved blinking red state at call end.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
After factory reset and 5-press, router remained in blinking red state — a persistent failure warranting escalation to higher support, which was not offered despite clear unresolved issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution details cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Opened with empathy ('I'm sorry to hear about that'), remained polite and patient throughout, even during silences and repetition.
X2 Partially Met Tone & rapport conf 83%
Maintained reasonable pace but did not adapt communication when customer expressed uncertainty; repeated 'wait' instructions without checking comprehension or offering further guidance.
X3 Partially Met Overall experience conf 85%
Required customer to repeat model/serial numbers and wait through multiple steps without minimizing effort, though core actions were agent-driven.
Call Transcript28 turns · 28 lines
Speaker 1
hi my Linksys router is is a solid red light on top and I don't know why that is and I need to get it to work. okay where would I see that? oh I see it. okay hold on I gotta hold this up. it is Serial number is WRT1101202039
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-life 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. Thank you for calling Linksys. This is Aiza. How can I help you? I see. I'm sorry to hear about that, sir. May I have the serial number of your Linksys router? Look at the bottom of your Linksys router.
00:00
Speaker 1
J- 20 60 V 8 20 9 6 5 Yeah no no 8 20 8 2 9 6 5 You got it. Would that be MAC address
01:00
Speaker 2
let me repeat again the serial number is 20 J for John 2.0 6.0 b for boy 8 1 9. 8.20 all right 8 2 0 9 6 5. uh what's the model number of is thing-is water you have Sir no.
01:00
Speaker 1
oh yeah yeah yeah sorry model number. Yep, I got it. W H 03 v 2. Andrew Whitlieb. W I T L I E B. E B, yep. B as in boy.
02:00
Speaker 2
I think uh it's WHW03. If you could look at the routers on the Linksys logo. Yeah. All right. I'll create first a record for you, sir. May I have your name? Can you spell your last name, Andrew? W I T L I E D. B as in boy or D as in David? All right. Thank you.
02:00
Speaker 1
yap yap yap yap optum
03:00
Speaker 2
Andrew Whitcomb Andrew, may I have your email address? It's A-W-I-T-L-I-E-B at G for George S for Sam E for Echo worldwide.com. Alright. And who's your internet service provider? Andrew? Optimum alright Thanks.
03:00
Speaker 1
Uh huh. yeah. Wait, is it what? I think I just have one. I think so. Yeah, No, solid red light. Yeah.
04:00
Speaker 2
[ 0m7s551ms - 0m15s471ms ] All right, um, you mentioned Andrew, the two links router are showing a solid red light. [ 0m16s191ms - 0m29s641ms ] Uh, is it uh two of your links router or only one? Uh, how many links product you have? [ 0m34s141ms - 0m36s181ms ] You only have one links product. [ 0m36s181ms - 0m42s261ms ] All right, so that, so that links router which is connected to your Optimum modem. [ 0m42s261ms - 0m48s591ms ] is showing a solid red light or a blinking red light? [ 0m51s991ms - 0m54s711ms ] Okay, so that means it's totally got disconnected. [ 0m54s711ms - 0m57s221ms ] Did you experience a power outage? [ 0m57s651ms - 1m0s151ms ] or an internet service interruption?
04:00
Speaker 1
Yup, I did. okay, great. What do I do? okay, I'm doing that. For how long? okay, great. I just let go of it? Okay, now there's no light. okay
05:00
Speaker 2
Alright, so let's just uh do a reset on your Linksys router and reconfigure it again. So, you have to press and hold the reset button on your Linksys router. Just wait for its light to turn off. Once you no longer see any light flashing on your router, you can let go of the reset button. Okay, let go and just wait for the light to turn back on.
05:00
Speaker 1
And still waiting for a light to come back. How long does it use? OK, let me check. Thank you.
06:00
Speaker 2
Yes, you have to wait for the light to come back. Yes, because we need to... Well, usually it should start blinking right now.
06:00
Speaker 1
Still not blinking. Oh, well, now it's just solid red again. [silence.] The default Wi-Fi name is Vellop setup 16A. okay.
07:00
Speaker 2
It's not click it. When you press and hold it, the reset button did it flash bright red before it goes off. Okay, that's fine, uh, can you check at the bottom of your Linksys router, uh, its default Wi-Fi name? All right, that's good. Now, I want you to go to your phone's settings on your Wi-Fi connection. Uh, look at the list of available Wi-Fi network name and check if that Wi-Fi
07:00
Speaker 1
Okay hang on settings Wi-Fi. Uh yeah the the Vlob setup one is there yeah, which is different than the network here so.
08:00
Speaker 2
name of your router is listed. Alright, that's good. Mhm. Yeah, that's a good, which uh means that your links router was properly reset. Because usually, when we do a reset on a Whw zero three model, they turn solid purple or solid pink, but yours turned to solid red. So to confirm that we did the proper reset, we need to check if its wifi name is broadcast on your phone wifi network name. And since it is broadcast, it means your links router was properly reset. Now we're going to set up
08:00
Speaker 1
Okay, great. All right. So, So, what should I do? five times? Okay, ready? One, two, three, four, five. Okay. It's worked. It's blinking orange.
09:00
Speaker 2
It's, it's yeah, it's the quickest way to set up your Linksys router. So I need you to press again the reset button on your Linksys router five times within five seconds. Yes. All right, so let's just wait your router should starts blinking. Mm-hmm. Okay, so let's just wait, uh once the light started stabilized and go steady, um and it turns solid blue or solid green depending on the light behavior of your model, uh Linksys router model, then it means it's connected already.
09:00
Speaker 1
Okay, great. Still blinking. Yep. Okay, now it's a solid green.
10:00
Speaker 2
as long as it's a solid blue or a solid green okay [silence] all right that's good it means it's already connected and online
10:00
Speaker 1
Oh, hold on. Hold on. Hold on. Now it's, now, well, now it's blinking red. OK. Uh, so wait, wait. So this is blinking red and then what should it do after it's done? [silence]
11:00
Speaker 2
You have successfully configured. Okay. That's ah normal because sometimes there will be some interfer intermi intermission or interruption of the transmission of data from your modem to your router. But that's normal, so long as we get a solid green or blue on your Linksys router, it means that the router was successfully configured. The setup is completed. Uh that's just normally just wait for it's lights to turn back to solid green or blue. It's just like when you're watching videos, uh there's some buffering because of slow internet speed or inter interreference or interruption on your internet uh data transmission. So it's just normal. So let's. Uh. Uh. [silence]
11:00
Speaker 1
Okay, then once it does, everything should be working. [ silence ] Okay, awesome.
12:00
Speaker 2
You just have to wait for its light to turn back to solid green or blue because your router is already set up or configured successfully. Its already connected and online, it just depends on the stability of your internet connection. Once it gets a stable internet connection from your optima modem, it will turn back to solid green. So you don't have to do anything, just wait for its light to turn back to solid blue or green. Yes, once it does, you need to connect your phone to the default Wi-Fi name of your router and type in the default Wi-Fi password of your router and then your devices will be able to access again your internet. Now, if you want to change, yeah. Now, if you want to change,
12:00
Speaker 1
No. No, I'm good. I don't need I don't want to change. I don't want to change anything. Okay. Okay, fantastic. Thank you very much. Thanks. I will. Thank you. See ya. Okay. Bye bye.
13:00
Speaker 2
okay. Your Wi-Fi name or Wifi password, you can just go to your router's Yeah. Yeah, it's also a good that way so that if you ever forgot your Wi-Fi password, you can just look at the bottom of your Linksys router. All right. You're welcome. So, just wait for it to turn back to solid blue-green. Because your router is already set up. All right. Thank you for calling Linksys. Anyway, have a good one. Good-bye.
13:00