V2 Rubric Detail — 7f114d38-7a72-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 02:12
Duration
40m 57s
Contact
Christina Baldassari
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00136299
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child nodes

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+37.8)

V2 Grader Summary

The agent achieved partial resolution by successfully reconnecting the child nodes using the 5-press method and standard resets, as verified against universal_5press_models.md and universal_factory_reset.md. While the app login issue remained, all technical guidance provided was accurate and consistent with the authoritative KB. Ownership, communication, and customer experience were strong, with no critical failures observed.

V1 Case Analysis

Customer unable to add two Velop WHW03 child nodes (blinking red) and stuck on app login. Performed 5-press reset on parent, reset child nodes, advised default router password 'admin', and reinstalled Linksys app. Issue unresolved; case LTS001363699 created for follow-up.

Troubleshooting Steps
  • Reset child nodes via reset button (press-hold until blue light)
  • Performed 5-press reset on parent node
  • Advised using default router password "admin" for app login
  • Suggested uninstalling and reinstalling the Linksys app
Key Observations
  • Agent correctly applied the 5-press method for WHW03, which is supported per KB.
  • Call was inefficient with many pauses, repeated instructions, and lack of clear step-by-step confirmation.
  • Agent did not verify the current router admin password or Wi-Fi credentials before advising app login steps.
  • Customer phone number was clearly stated and captured in transcript.
Positive Highlights
  • Used the correct 5-press escalation method for Velop WHW03 nodes.
  • Correctly advised using the default router admin password 'admin' for WHW03 series.
  • Collected customer name, phone, and email, and supplied a case reference number.
  • Clearly communicated the out-of-warranty status and set expectations for next steps.
Agent Errors / Gaps
  • Did not confirm the router admin password before telling the customer to use the default "admin" (though correct for this model, verification would have prevented confusion).
  • Provided vague guidance on node placement and timing, leading to customer uncertainty.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer confirmed both child nodes turned green and were working, indicating functional mesh recovery; however, app login issue remained unresolved and customer deferred final setup to a later call.
R2 Met Diagnostic thoroughness conf 93%
Agent performed targeted resets, applied the 5-press method, guided app reinstallation, and attempted default password login — all logically sequenced steps aligned with KB procedures.
R3 Met Correct resolution path conf 96%
Agent correctly identified devices as out-of-warranty, explained limitations, and proceeded with best-effort troubleshooting without dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptoms (red lights, app login failure), verified model numbers (WHW03), asked about ISP (Verizon), and systematically ruled out causes through reset and app troubleshooting.
T2 Met Appropriate tools / resources used conf 95%
Agent used the 5-press method — a documented and appropriate tool for WHW03 mesh nodes per universal_5press_models.md — and guided app reinstall, both correct for this scenario.
T3 Met No misinformation conf 98%
Instructions (5-press on parent, reset hold on child, default admin password 'admin', app reinstall) are all technically accurate per universal_5press_models.md, universal_password_login.md, and linksys_cloud_account.md.
Communication
C1 Met Clear & professional language conf 90%
Agent framed the interaction, maintained control through resets and app steps, managed transitions, and stayed composed despite silences and customer confusion.
C2 Met Confirmed understanding conf 92%
Agent used clear, simple language, repeated key steps, used customer’s name, and adapted pacing to customer’s actions (e.g., waiting during relocation).
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed troubleshooting, did not transfer, and stayed engaged until customer chose to pause.
O2 Met Proactive follow-through conf 90%
Agent provided a case reference number, confirmed customer could call back, and left the door open for continuation — realistic and clear next step.
O3 Not Applicable Closure confirmation conf 99%
No prior case history or handoff occurred; this is a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted; issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent used empathetic language ('no worries', 'I’ll do my best'), acknowledged difficulty, and remained patient and professional throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, responded to emotional cues, maintained engagement, and checked in regularly during long processes.
X3 Met Overall experience conf 89%
Agent minimized repetition by using serial/model numbers provided, guided actions directly, and avoided unnecessary steps despite initial email correction.
Call Transcript67 turns · 67 lines
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.
00:00
Speaker 1
Yeah, hi, I'm having trouble getting like my, I have a lynx thing but I'm having trouble getting like. Two of them were red and so I was trying to reset them but I don't like, I never had a lynx app. I think my ex-husband set this up. So I was trying to figure out how to get on, you know, like if I keep going to, like if I downloaded the app and I keep going to existing user and then it like, it won't let me. [silence]
08:00
Speaker 2
uh-huh. this is obi. how can I help you?
08:00
Speaker 1
it says it can't find the um, so, the um, yeah, it can't find like the um, my Wi-Fi, but my like my one node, the one that's connected to my router is green. It was just the two of the extenders were red. And so the first thing I did was just like turn off the router and the um, and the, you know, the one that's connected. And, but, but yeah, that didn't really work. So I just tried to actually, I turned off the the connected note again. But it, like I tried to create an account and and it just keeps getting stuck with entering your your password. Now, I don't know if you changed like the name of the I tried entering the Wi-Fi password on the back of the router, but that's different than the Wi-Fi password, you know, that that I use.
09:00
Speaker 2
uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh uh-huh [silence]
09:00
Speaker 1
Yes. Yeah, then the parents and then three additional. Four in total. Yes. yes Now it's saying my Internet is a little quality. So now I guess I messed something up, huh? Um
10:00
Speaker 2
Exactly, yes, ma'am. Because when you log into the Linksys application, you need to input the router password, which is different from the Wi-Fi password. It could be the reason that you cannot log into the Linksys app. But we can check on that. But before we proceed, ma'am, you mentioned like the extender. You have two extender and then I guess one parent node. So you have three Linksys device? Oh, so you like you have four in total. And it has the same model number? What's the model number?
10:00
Speaker 1
Yeah, I can. Well, now, this one is red. So, now I messed up the whole thing. So that's bad. Um, now my, my parent logo just turned red now when I tried to reset it. So, oh, wait, now it's, well, now it's blinking. Maybe it's, gonna turn green again, actually. It's, it's turned green again. Okay. Um, it is, the model number is, It's hard to see. Let me, without unplugging it again. Um, two, Let me see if it's the same one. It's, too, it's easier to see on the non-parent one. Parent one is really hard to see.
11:00
Speaker 2
on the parent node, since it has the same model. Check. Yes, scanly, check what's the model number. You mean, including the parent node, like include? Uh, yes. Okay. Yeah. You can take a photo. It's much easier for you to share. Take a screenshot on your phone.
11:00
Speaker 1
Yeah. Oh, this is a different, the parent node has a different model number than that serial number. What's the difference? Oh, you might be the model number WHW03. This is on the non parent node but 20J10M25A12080. Yes. You want me to check the parent node? Ugh, it's wired in.
12:00
Speaker 2
and that serial number one two zero eight zero so two zero two zero J one zero m two five A one two zero eight zero and then it's all WHU zero three kindly check also the parent note [ silence ]
12:00
Speaker 1
yes. Oh, wait, hold on. The parent node is yeah. WHW, zero, three. Yes. Yes. The green. Yes, my Wi-Fi is working fine, yes. Verizon. I have no idea. My ex-husband got them. I don't know that they were from or if he bought them.
13:00
Speaker 2
are just the same okay so all these notes are WHW03.0 and then what's the light on the parent right now okay kindly check the Wi-Fi is working just make sure it's working all okay and uh who's the internet service provider verizon all these notes were provided by verizon, ma'am. Okay, before we proceed with our
13:00
Speaker 1
Yes. Three zero two five eight four four zero seven eight.
14:00
Speaker 2
troubleshooting and by the way, just to mention, okay? Uh the nodes if this were purchased at the same time, ma'am. So this is these are all out of warranty, but no worries, though, it's out of warranty, but I am uh uh excited and happy to assist you due to our troubleshooting, but if in case there's something wrong with these nodes, so there's no uh no more replacement or a refund since this is out of warranty, but I'll make sure I'll do all my best to help you out, okay? Okay. But before we proceed with our adding the child node, may I ask if this is your first time calling Lenexus? Okay, ma'am. Allow me first to gather some of your information to create your record on the system. So, can I have your best call back number in case we get cut off?
14:00
Speaker 1
Yes. Yes. Christina. C-R-I-S-T-I-N-A. "B" as in boy, A-L-D-A-S-S-A-R-I. Yeah. B as in boy. A-L-D-A-S-S. no. A, A, B-A-L-D-A-S-S.
15:00
Speaker 2
OK. So 302, 584, 407... 8, correct? OK. And that first name. So, is it with a C? OK. And the last name: Are you there? Can you repeat the last name? HARI. OK. So, it's B, for boy, A, for apple, L, for Lima, D, for Delta, E, for Echo. And then, uh... Uh, wait. So, BAL Diet WHA, SA, S, ES. Uh.
15:00
Speaker 1
V-A-L, A-S-S-A-R-I. BESNBOY, A-L-D-A-S-S-E-C, at gmail.com. BESNBOY, A-L-D-A-S-S-E-E-C at gmail.com. Yes. What is your name? [silence] [silence] No, one is green. [silence]
16:00
Speaker 2
I, Baldaza, sorry. okay, so just delete this one, and then your email address. Can you repeat it one more time? Okay, thank you. [silence] So it's Baldaza@GMail.com. Thank you ma'am. So we can proceed now, adding these three child node, right? Okay, all the child nodes are on blinking red light. [silence] Oh
16:00
Speaker 1
Yes. The other two are working. Or the other one is working. Do I unplug it? How close does it have to be? There's no other plug that close. Um.
17:00
Speaker 2
[silence] two child nodes. Okay, that's That's good. So in order for us to add these child nodes successfully ma'am, kindly gather the blinking and the child nodes with the blinking red light and then put it right next to the parent node. This is just for adding. Yes, and then unplug the two child nodes with the blinking red light, plug in right next to the parent node. Uh possible standing right next to the parent node? How close or how far is it then?
17:00
Speaker 1
It's pretty close. It's within, like, a foot. Yes. Do I need to hit reset or I can just leave it? One is blue right now. I haven't gotten the second one yet. Well, I have to go get the other one. This one is - I only have one place to plug it in. Okay.
18:00
Speaker 2
Okay. Okay, well, let's try that this time. And is it a direct power outlet? Okay. Okay, how about this? So you plug in the two child nodes and it's still on a blinking red light. Okay, you can like put the two child nodes close to the parent because we can add it at the same time. Oh, okay, then we'll just be adding this first child node. Okay. So this is how you're going to reset. So on the child nodes reset button, you need to press it.
18:00
Speaker 1
[silence]
19:00
Speaker 2
Okay. [silence] And then there's no [silence] [inaudible] time limit. So press and hold the reset button. At the same time, observe the light. The light will blink red. The light will turn off. [silence] Wait for the blue light and then release the reset button. Mhm. Yeah, it will blink red. It will turn off. And then wait for the blue light and then release the reset button. See, what's the light now? Oh, you can let go. Okay and then let's see, [silence] observe if it will blink.
19:00
Speaker 1
This is solid blue.
20:00
Speaker 2
Okay, just observe then if it will change or not. you just give it a minute [ silence ] still solid blue on the shield nodes light. okay can you power it off and on? still showing a solid blue yeah it should respond to the reset
20:00
Speaker 1
uh. Now it blinked once. But then it just went to being a solid blue again. Um, it is, uh, uh, underline V-E-L-L-L-e-p- setup-A-B4 Android. Yeah, it was there. I saw it earlier, uh,
21:00
Speaker 2
Okay. Okay. uh what's the default wi-Fi name of this child node? I've field set up. A B 4. Okay and what phone you using? Is that Android? Is it an iPhone? Okay. Okay. Can you check on your phone? Okay. On the wi-fi list check if this underscore develop setup is broadcasting underscore develop setup a B 4.
21:00
Speaker 1
I tried to like enter a password into it. So, but I can look again. Hold on. Yeah, unlock my phone, sorry. Um, yeah, cause yeah, I tried to connect to it. So, um, yeah, it's right here. Uh, now it just turned red.
22:00
Speaker 2
uh huh okay thank you uh yes you can see it uh right now it's still a solid blue light okay good cuz that's the light that we really need to like achieve after resetting the node so it's solid red light right now so we are going to add that's good ma'am so we're going to add this child node and then I will be walking you through how to add this child node the fastest and easiest way this is called the five press okay this is going uh this is called five press you need to apply the five press
22:00
Speaker 1
[silence]
23:00
Speaker 2
parent node, since the parent node, it's solid green, it's working. Okay, so on the parent node's reset button, you need to press it just for a quick second and then release. Do it for five times. So, it should be press, release, press, release, five times on the parent node's reset button. Okay? You can start now. Just for a quick second. Okay, good. How about the child? Observe the light. Let's wait till it will blink. Okay, let's wait for a while. Okay, good. So, it will it's now trying to
23:00
Speaker 1
Okay. Okay. I might be able to plug it in somewhere else. Let me grab it. Okay. Let me see if I can find another plug. It's close. This one is still blinking red, but that's okay. You said, right?
24:00
Speaker 2
[silence] Uh huh. [silence] Yeah, yeah. [silence] Yeah. [silence]
24:00
Speaker 1
Oh yeah. Can I plug in this other one into a power strip or no? Okay. Yeah, I don't have a, I don't have another plug that's close. Okay.
25:00
Speaker 2
I don't know. It should be on the direct power source. So, let's just wait for this child node one to connect. Okay, no worries. We can just wait three to six minutes for this first child node to turn solid blue.
25:00
Speaker 1
oh goodness still red hopefully it this one oh it turned green oh it did it oh no it turned green and then it went back to red it was the green for one second oh okay well i have um okay i have the other one here so what should i do with the other one to start with i first i i on yes yes okay the other one is close to oh this one is green now okay so
26:00
Speaker 2
Okay, so first child note still blinking. Yes, No worries, yeah. Cause it's still trying to connect. Okay, we just give it more time. But, it's almost connected. Okay. It's plugged in. How close is it. Let's just give it more time to have a stable connection to the parent then we can r
26:00
Speaker 1
okay okay the other one is in the same spot I I unlocked there was something else there so I just plugged it in so it's just as close so what should I do with the other one again oh wait yeah this one turned purple this one turned oh it went blue okay it turned purple and then it went green okay all right but leave this one leave the first one alone for a few more minutes yes yep [silence]
27:00
Speaker 2
locate. Good. So the second fault node. It's, and this, this again, cold nodes. This is also like close to the parent. OK, so we can reset the second child node just the same way how we reset the first child node. So press and hold the reset button, release once you see the blue light. OK. So the same way, press and hold, observe the light light will blink
27:00
Speaker 1
Okay, okay. It's blue, yep, that one is blue. Okay. It's, yeah, stable green light, now, but it's green. Yes! Okay.
28:00
Speaker 2
Red light will turns off and then once you see the blue light then let go. [silence] You can infer me what's happening to the light so I can guide you [silence] Ah okay, let go. [silence] And then the first child nodes stays uh on a stable blue light [silence] stable green. [silence] Okay, okay. We can actually relocate this one. [silence] So you're going to relocate this one same floor where this parent node is located. [silence] Okay, so this is the proper way to relocate. [silence] Uh kindly powers off, the power switch at the bottom of the child node and then unplug its power adapter, then relocate and plug in powers on. [silence] Okay, yeah, take your time.
28:00
Speaker 1
Okay. Okay. It's re-created and I plug it back in and now it's blue again. Okay. Okay. Okay. Second child node is red, of course. Yep. Okay.
29:00
Speaker 2
Let me know if it's relocated. Yes. It will start to blink after you power it on because it will try to reconnect back to the parent. So just leave it like that. Then yeah. Let's go back to the second child note. Solid red. Okay. Then let's add it via the five press. So press the reset button of the parent just for a quick second, do it for five times. So press release. Press release five times on the parent node reset button.
29:00
Speaker 1
And then what do I do? Yeah. It went back to being green. It is blinking red. Wait, okay. Let's go look at the other one. Yeah, yeah. Oh, no. The first job note is blinking red. Well, it's blinking, though. Oh, it's still connecting. Okay. Okay. Well. Yeah, it just.
30:00
Speaker 2
Okay, so done with the Fibraze? Okay. What's the light on the parent? Okay. Perfect. How about the child node two? Okay. Good. It means it's responding. It's trying to connect. So, the same way with the first child node. Let's just wait three to six minutes. And also, you can check on the first child node from time to time. [silence] Yeah, it's still trying to connect. [silence] And while waiting, ma'am, you mentioned about your link-test application that you cannot access because, I guess, it's something to do with the router password, right?
30:00
Speaker 1
Yeah. Well, I don't know. I keep trying and it just keeps saying that's why I said to call you. It's like calls. search. It couldn't figure it out. Okay. Hold on. Um, let me find the app again. Um, Links. Okay. It just says, um, Oh, it says securely logging you on.
31:00
Speaker 2
No worries. We can check. Let's see. Make sure your Android phone is connected to Wi-Fi, and then force- close or quit the Linksys app, and then open it back. Okay, and then what page are you right now? Hmm.
31:00
Speaker 1
It says you haven't added a router or mesh let's fix that. What do you want to do? Add an existing router or set up a new router or log out. Okay. So it says already using a linksys router. Log in or have a new linksys router set up. Okay. And then router, password right? Um no, but I like I said, I think my um my uh ex-husband did all this. So like yeah, yeah.
32:00
Speaker 2
can you kindly log out first.
32:00
Speaker 1
So, so, like, the one that he has, so it says, yeah, um, it says connect to your router's Wi-Fi and the one, like, we have, that I'm using is Verizon T934. And I have the code and that's what my phone is currently. Well, okay. Woo, this one is green, by the way. So, so should I, yeah. Okay. Okay. Did you hear me? Do I need to speak louder? Um. Where, where, where do you want me to go? Where should I be right now? Sorry.
33:00
Speaker 2
No worries. No worries, ma'am. Okay. So cause the, yeah, Okay, let's just leave it like that. Uh huh. Let's just leave it like that first. Yeah, let's the- So you can monitor, you can check the Linksys application. For example, you want to change the Wi-Fi password. So you can do it on the Linksys app. So it's very important for you to like log into the Linksys app. So how about this one, ma'am? Let's use first the default router password. Uh can you input "admin" all in lowercase? Admin. Uhm, Links application cuz you're on the login page. It's asking for a router password, right?
33:00
Speaker 1
no it's saying open your phone settings find and tap on W-Fi on your W-Fi list select your router's W-Fi name and enter your W-Fi password that's what it's telling me to do so Yep? and then what? right it just says the same thing I could never get past here it it keeps saying looking for W-Fi all right so what do you want me to do you want me to get rid of the app just get rid of the whole app okay okay hold on let me do that
34:00
Speaker 2
then you go to the Wi-Fi settings on your phone then click on your Wi-Fi let's see and then go back to the login page okay uh you can uninstall and then reinstall the Linksys app yes uninstall then reinstall
34:00
Speaker 1
Oh, like, how do I do that? Let me, uninstall. Gotcha. Uninstall. Love that for us. OK. So, now I need to go to the play store and search and now, now I link this, install. Right. In the meantime, I'm going to move this other one, 'cause it's been green for a little while. Power up. Power off. Move.
35:00
Speaker 2
uh-huh uh-huh uh-huh exactly yes power it off then power it back on
35:00
Speaker 1
Alright. That one is turning blue again. Okay. Um, all right. So, open the Linksys app now. I'm opening the app. All right. And then, um, it says, allow to use, right, while using this app. Yeah. All right, now it says, the same thing again, already using a Linksys product. Login or have a new Linksys product. Launch setup. The launch setup. Okay. I
36:00
Speaker 2
mmm hmmm . So then what [silence] . allow . Can you [silence] mmm hmmm .
36:00
Speaker 1
Tried that before, but I can do that again. What are you setting up for? Wellup and Wesh. Yeah. Yeah, agree. Turn on Bluetooth. Allow. So it says, then it wants to disconnect and remove your old system, which I don't have an old system, so next. Then plug your router in. That's already done. Connect your router to source of Internet, it's connected. Plug additional nodes into power near the router. We just did that. Make sure everything is finished starting up. Node light is solid. It - Yeah, and then it says getting connected. Keep your phone near your setup area. And then I did this like seven times and it just it never connects. But I'll try it one more time. Maybe now it'll work.
37:00
Speaker 2
the first option Uh-uh Uh-uh Uh-uh uh uh uh uh uh uh uh uh yes uh it's all in and then next Uh-uh uh uh uh just make sure your phone is connected to i
37:00
Speaker 1
Yeah, it's definitely connected to the Wi-Fi. It's still saying, keep your phone near the setup area. Well, it says it could take up to a minute. The little bar is like going across the bottom. You want me to wait? All right. Now it says stacking for internet. Let me go look. I'll leave you here. Let me double-check.
38:00
Speaker 2
Okay. Verify. Okay. Okay. What can you see on the screen now? Okay. Can you close it and then open it back? Okay. So then, well, yeah, let's just, mm-hmm. Okay. And then all the child nodes are on solid green or a blue light. Thank you.
38:00
Speaker 1
Oh, yeah, sorry. Yeah. The other one was, it was green and then turning blue. So it, it worked. So both nodes worked. So this, um, I'm just going to, can I just call you back later and do this? Because this one wants me to reset the node and erase things permanently and I don't want to do that cause it just took me forever to get them set up. So,
39:00
Speaker 2
Uh-huh, okay. What's happened now? Hello. Oh man. Still there? Can you hear me? Uh-huh. Okay, good. Yeah. Uh-huh. Okay. Exactly. Yes, ma'am.
39:00
Speaker 1
yeah so can I just call back another time and do the up okay sure yeah I was just writing the instructions down on how to reset it so I didn't have to call you next time okay yeah what is the reference number uh-huh uh-huh okay okay perfect awesome well thank you so much for your help I really appreciate it Thanks you too take care bye-bye
40:00
Speaker 2
uh huh sure yes yes ma'am so how about this one i'll give you your reference number so you have this okay when you call us back you have pen and paper okay you ready for the case number yeah but do not reset the node so this is your case number uh this is lts like lima tango sierra zero zero one three six to nine nine so let me repeat lts zero zero one three six to nine nine that's your case number so when you call us back just simply provide it i you're welcome ma'am you have a nice day bye [silence]
40:00