V2 Rubric Detail — 7f5278be-7ecb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:59
Duration
34m 28s
Contact
+447496687899
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136867
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication1.25/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall60.8% (-7.2)

V2 Grader Summary

The agent correctly used the 5-press reset for WHW03 nodes and demonstrated ownership, but failed to verify internet connectivity, lacked empathy and adaptive communication, and did not reduce customer effort, resulting in only a partial resolution.

V1 Case Analysis

Customer unable to pair WHW03 V2 Velop nodes; performed full reset and 5-press pairing; all nodes now green and Wi-Fi connects. Internet connectivity not verified.

Troubleshooting Steps
  • Instructed to reset all nodes (hold reset until LED off then solid blue).
  • Guided through 5-press reset on the parent node.
  • Confirmed node LED status turned green and verified Wi-Fi connection on a phone.
Key Observations
  • Agent correctly applied the 5-press pairing method for WHW03 V2, a supported model per KB.
  • Call contained long silences and repeated instructions, reducing efficiency.
  • Agent failed to verify actual internet connectivity after Wi-Fi connection was established.
  • Vague instruction about 'the 198' instead of clearly stating '192.168.1.1' could cause confusion but did not materially affect the outcome.
  • No warranty status verification despite customer mentioning one-year warranty.
Positive Highlights
  • Used the correct 5-press procedure for the WHW03 V2 model, which is documented in universal_5press_models.md as compatible.
  • Guided the customer step-by-step through a full reset and pairing process, resulting in all nodes achieving solid green status.
  • Correctly instructed the customer to use the Wi-Fi name and password printed on the parent node for connection.
  • Maintained a polite and patient tone throughout the call despite customer confusion and repetition.
  • Provided correct post-setup guidance on relocating child nodes within 25–30 feet to maintain mesh connectivity.
Agent Errors / Gaps
  • Did not verify warranty status or perform a warranty lookup despite the customer mentioning a one-year warranty.
  • Did not explicitly confirm internet connectivity after the nodes were green and Wi-Fi was connected — only confirmed local network association.
  • Provided a vague, partially garbled instruction about entering a browser address ('the 198'), which could confuse the customer and deviates from standard KB guidance to use http://myrouter.local or 192.168.1.1.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer reports nodes are green and phone is connected, but agent never verifies internet connectivity or WAN access to confirm full setup.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through resets and 5-press method but skipped key checks like IP address, firmware status, and internet access confirmation.
R3 Met Correct resolution path conf 95%
Agent correctly applied the 5-press reset for WHW03 nodes, which is the appropriate procedure per KB for Intelligent Mesh setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet on nodes) and model but did not ask about WAN connection, ISP handoff, or prior setup attempts.
T2 Met Appropriate tools / resources used conf 95%
5-press method is a valid diagnostic and pairing tool for WHW03 series per KB and was used appropriately when nodes failed to initialize.
T3 Met No misinformation conf 95%
Instructions for reset (hold until solid blue) and 5-press (five quick presses) are technically accurate per KB documentation.
Communication
C1 Not Met Clear & professional language conf 90%
Call contains long silences, repetitive 'okay' without clear direction, and agent never frames interaction or manages transitions effectively.
C2 Partially Met Confirmed understanding conf 85%
Agent uses simple language but fails to confirm customer understanding; customer repeats confusion about which Wi-Fi to connect to.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to resolve the issue themselves from start to finish.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (reset nodes, connect to Wi-Fi) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was needed; agent applied correct L1 troubleshooting for a setup issue with a documented resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledges customer’s frustration or effort; no empathy statements are present despite repeated apologies from customer.
X2 Not Met Tone & rapport conf 90%
Agent maintains a flat, procedural tone and does not adapt to customer’s confusion, pace, or need to move and photograph labels.
X3 Not Met Overall experience conf 90%
Customer repeats information (model, serial, reset steps) multiple times, indicating unnecessary effort and friction not reduced by agent.
Call Transcript53 turns · 58 lines
Speaker 2
welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance [silence] where was the car [silence]
00:00
Speaker 1
Hello. Hello. Yeah, hi. I,
01:00
Speaker 2
Hi, thank you so much for calling. This is Tricia Kenyhal.
01:00
Speaker 1
Oh, because by the innovation, you're seconds. It is. It is. It the the number you are. Is it a serial number
02:00
Speaker 2
Okay, what's the model number? It's underneath the device itself. This side. So it's a standard, okay, it's a standard inverter, nice, yep. Okay, so what's the warranty? So the warranty's one year, on this. On from when? From purchase.
02:00
Speaker 1
It doesn't actually say model number, it just has so what I've got is I've got a serial number, oh model number? Yeah, I'm sorry, I've got it now I've got it now, sorry, is whiskey hotel, wow. Quite small, isn't it? okay, yeah, let's move better. Okay, so model number is whiskey hotel whiskey 03 Victor 2. Oh, on my mobile. Oh, the serial number, sorry, I thought you said my number. The serial number is 20.
03:00
Speaker 2
hey about the serial number. Okay, what is your number? serial number Okay,
03:00
Speaker 1
Sorry to another, is 20 J 20 mic 3 8 Alpha 1 4 zero 6. 1 4 4 zero 6, sorry. 1 4 4 zero 6. You ICE provider is EE. No, EE. Yeah. Sorry. Repeat that again. My full name is Mr. R. Walker, Richard.
04:00
Speaker 2
okay
04:00
Speaker 1
Yeah. OK, yeah. Wow. A lot of info. Um, it's walker.rhodes59@gmail.com. Uh, we have three, three nodes. Yeah. The way I've got to is I've plugged all three in, um, but the parent one, or the master, or whatever you want to call it, I have ethernetted it directly from my router. and it's it's internet will not work. and all of them are going through this parent EMEETIT's loop emitting.
05:00
Speaker 2
Richard. And your last name is Walker. And how about your email? Walker.Richard59@email.com. Okay. So how many links to this device do you have in total? Three. [silence]
05:00
Speaker 1
Sorry? Are you speaking to me? Sorry. Well, I mean, they're, they're within within sort of, well one of them is in the study where my router is and the other two are literally just a corridor, just across in the kitchen, across the corridor. So they're very close. They're very. All right. Just
06:00
Speaker 2
Can I can you power on all the notes within one place near the modem? I
06:00
Speaker 1
uh give me a second give me a second I thought you could just do the parent one and then the other one All right hold on.
07:00
Speaker 2
For the first time set up, sir, we have to move all the nodes. We have to have the nodes all together in one location so that they can communicate easily. They can connect easily. Go back to the Mace lab and let's go back to the first page. Okay. Yes. That's the right page and I'm sure you have an option to add more company. Okay. Yes, switch the-click first option. Yes. It's okay. It's
08:00
Speaker 1
Sorry. All right. They're all, all next to each other. One's flashing red. One's blue. One's solid red. Okay, I've done that. It's solid red, the main one. Yeah. Which is, yeah. Um, one is blue. One of the nodes is just blue. [silence]
09:00
Speaker 2
Okay, so the main node is solid red right now. Have you already set the parent node already? The one that this connected to your, that you connected to modem?
09:00
Speaker 1
I've pushed the reset button that missing, yeah? You want me to do that? How long? Just... Well all the lights have gone off, There's no blue light or anything. You're doing it, do I, do I release it? Okay, one is green, one is green, so sorry, okay, alright, one is solid blue. One is red, do you want me to reset? One of them has gone green, I don't know why. [silence]
10:00
Speaker 2
Yes, that we will just reset all of them to make sure that they're ready for set up. So press and hold the reset button until the light turns off and turns solid blue. Until the light turns off and turns blue. So once the light turns back solid blue, you can release the button. Okay. And go to Wi-Fi. Okay. And then on the nature where you work to the press, you can tap on the name, the name where the dot beside the name. I'm sorry, sir. How about detail?
10:00
Speaker 1
No, I'm I've reset the one. I've reset the one flashing blue now a little bit, um that's connected directly to my, my current rooter and my Wi-Fi router. That's Yeah. One of them. And I hold the button down until okay. One of them actually turned green for a while. Okay. Okay.
11:00
Speaker 2
did you reset it already? okay then just reset all the others as well you want to date okay can you see the message very far that's the beginning okay [silence] okay
11:00
Speaker 1
Okay, they're all being reset, they're all blue. Okay, so they've all been reset. Oh. two are flashing blue and the main one's turned red. Hello? So, yeah, but. So two are flashing blue and the one that the one that was flashing blue is now just turned red. Another one's turned red. So two are now solid red.
12:00
Speaker 2
And if if that's the case, if you're if that's the case and you have an IP address a lot of check. Okay. You're completely to connect to your Wi-Fi right now. Right now. Okay. Can you um put in the browser? And if you can remember the number something at uh I will guess you're a vector. The 198. on your address bar. Do you want them to start with a blue light? Yes. So they're all reset now. What's the light indicator they're flashing the blue line one six one one. Yes and enter.
12:00
Speaker 1
Okay, they're all solid red. [silence] Hello, I. [silence] Okay, a second. [silence] What am I looking for? OK the develop setup FT FD, develop setup FAF, develop setup SB4 yeah. So they're all there. Sorry, what am I pressing? What am I pressing? OK, and I pressed that five times. on off on off on off on off five times, yeah? OK, OK, alright. Alright. Alright I'll
13:00
Speaker 2
Develop setup. Wi-Fi name. All right, so at the bottom, at the bottom of the main node which is the one that is connected to the modem you press it five times within five seconds. Five seconds. The reset button, sir. Yes, so press release one. Press release two. Press release three, press release four and press release five, so not too fast, not too slow. [silence]
14:00
Speaker 1
1, 2, 3, 4, 5. Okay, I'm done that. It's now amber, flashing amber. Yeah, it's flashing, amber, orange. It's still flashing. Okay, it's still flashing orange.
15:00
Speaker 2
Okay, okay, observe the light indicator. Let me know once if there's any changes. Okay, set phase.
15:00
Speaker 1
Who flashing off. Okay. Turn green now. It's turned solid green. You want me to do the five times on and off on for the others? Yes? Okay. Okay. They're both now flashing red.
16:00
Speaker 2
you can't please a window and i re-held and okay how about the others
16:00
Speaker 1
OK, it's still flashing red. So you want me to tell you when that changes, yeah? OK. I tell me Okay, one of them's turned green and there's just one still flashing red. No, the other one's gone solid. Oh, one, so one turned, so one turned green and then it's gone to, it's now flashing, it's gone to blue and there's one that's solid green. So one is flashing blue. Oh no, they're both now green. They're both now green. So all of them are green. Hello? Hello? No, no. Yeah, the two separate nodes that are not connected.
17:00
Speaker 2
and the user interface of your neek so this way up enter the positivity dot.com app or there's a what the app you still there both but for now, uh, that's the variations so you cut the peace but you want the changes on your device. alright so, uh, right? so if that's the case then all the notes are hello? sorry
19:00
Speaker 1
Okay, alright, they're going from blue, they're now green again. Okay, so they're all green. They're all green. [silence] So this commuter quest, so if I want to access these, I have to through the house, so rather than using my EE [silence] because I'm now connected to my EE router where I'm sitting. But if I want [silence] Yeah. Yes.
20:00
Speaker 2
Okay. All right. If that's the case, I believe that it's already set up. All the system is now set up. Would you like to personalize your Wi-Fi name, the Wi-Fi name of the router, sir? The device. The network name. Yes. Yes. So, you can connect to the Wi-Fi name of the parent node. So, you see underneath the node which is connected directly to the modem or the ethernet router, there's a Wi-Fi name in there, use that one and the password as well.
20:00
Speaker 1
Okay. For all of the other, for all of them or just the one? Uh, and then. The parent node. Okay. Okay. All right, let me. You know. Sorry, give me two seconds. So when I connect to this, mirrors my network, doesn't it? Hello? So when I, when I? So when I. [silence] Okay, for all of the other, for all of them, or just the one? Uh, and then. The parent node. Okay. Okay. All right, let me. You know. Sorry, give me two seconds. So when I connect to this, mirrors my EE network, doesn't it? Hello? So when I, when I. So when I. [silence]
21:00
Speaker 2
Yes, so if you want to connect to the network, just use the one that's underneath the parent node. So you try to connect to that node, to that network, please. Yes.
21:00
Speaker 1
Right, I need to take a photo of this. Sorry. You want me now to put my name and put in password in there? Hello? Yeah, hi. So you want me to connect this? Sorry, you want me to put this password into each of the nodes that are shown, yes.
22:00
Speaker 2
[silence] yes no no no if you want to connect to the system
22:00
Speaker 1
Okay, all right, I get it, all right. Okay, so I'm now. Yeah, okay, so I just put in the parent node password into. Okay. All right, All right, All right, That's really, Velo. So it's Velo.
23:00
Speaker 2
Right now, these two child nodes are connected to the main network, so usually just use the Wi-Fi name of the parent node and the child node. Yes, sir, were you able to connect to the default WiFi name of the node? Yeah, you can you can try to scan, it, sir.
23:00
Speaker 1
Alright, I'll do this. It's really... what? No, no, no, no. Take a photo of words to scan. Thank.
25:00
Speaker 2
try to take a picture of them
25:00
Speaker 1
yeah, because everything's connected up, it's, it's really quiet. All right. Uh, let me just see. Sorry, I don't want to hold you any longer. So I just put this password in. Once I've put the password in, what happens after that? Hello? Yeah, so rather, so rather, so rather than holding on, so what I need to do is I need to scan the password, all right, um, and put that into, into the, into, you
26:00
Speaker 2
The in my wife now.
26:00
Speaker 1
They're not Ethernet, they're Bluetooth. So so I don't have to change anything else. I don't have to change my computer settings. I don't have to change my my. All right, okay. All right, okay. I'll put this password in and rather than hold you, I'll put the password in and see what happens. Right. Yeah. Let me see if I can write this down. Sorry.
28:00
Speaker 2
No sir, you just have to connect it to your linksys network. So right now you have two networks from the EE router and the linksys. so it's up to you where you wanted to connect your um device. can you check as well if they both
28:00
Speaker 1
Oh god. Save to check passkey and try again. What does that mean? Yeah. I, I've got that. I've got that. Sorry. I just,
30:00
Speaker 2
Maybe it's because the password is incorrect. Sir, you make sure that you're using the password of the parent node. Because they have different Wi-Fi. Parent password, different Wi-Fi name. And as of now, the official Wi-Fi name and password is the one that's underneath the parent node. The parent node is the one that's connected to your EE router.
30:00
Speaker 1
I did. My attention on the photograph sorry I apologize for this. Could be a knight. Wow, this is just right I made by this again. Hold on, hold on. I'm just, I'm just doing it now. Okay. It says connected now. So it's connected. So my phone is, so my phone is connected. All right. So, if I want to, so, to be honest, my computer is right by my EE router. But I don't, I can't computer too, because that can stay with my EE. But if I go further up into the house,
31:00
Speaker 2
Let's see. Okay, so are you able to connect now? Okay. Try to check if you can go online. Okay. Mm-hmm.
32:00
Speaker 1
This is where I've got to change and connect to these link systems. Yeah. Is that right? Okay. Okay. Right. Well, I've got. Right. I've got to. Okay. So I can. The child nodes as you call them. Yes. And re- plug them. Okay. That's. So I. Because I've got two floors. So I'm on a ground floor, I've got a middle floor and then I've got a second floor and I want to be able to. That's why I'm getting this system. So, how will I know that they're connected? Will they just be green again? Will they? Okay. Alright. Okay. I've got that now.
33:00
Speaker 2
Yes. Yeah. So, yes. So for the nodes, sir, when you relocate them, make sure that they're not too far, just within 25 to 30 ft from each other. Yeah. Mhm. Yes, they will just return to green. If they will not and just be flashing red, it means that it wasn't able to connect. You move it closer.
33:00
Speaker 1
Thank you so much. I'm sorry to, I'm sorry to cause you any issues. All right. [silence] I thank you very much. All right. See you. Bye-bye. [silence]
34:00
Speaker 2
and again. I okay, sir. If you have any concerns, sir, regarding the system, feel free to call us, okay? Okay. You're welcome, sir. Thank you for your time and have a good day.
34:00