V2 Rubric Detail — 80b458bc-7c6e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:49
Duration
23m 40s
Contact
Jeff Bolander
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136693
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to update his Wi-Fi name and password.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.6% (-9.4)

V2 Grader Summary

Although the customer's nodes eventually showed green lights and the agent declared resolution, critical technical inaccuracies — including the nonsensical 'factory reset your analog stick' instruction and incorrect equivalence of green and blue LEDs for WHW03V2 — undermine the validity. Troubleshooting lacked structure by skipping foundational WAN/modem checks, resulting in a partially effective but technically flawed interaction.

V1 Case Analysis

WHW03V2 mesh nodes were red after outage. Performed factory reset on parent node and 5‑press method; all nodes returned to green. Advised to wait 5 min then relocate nodes.

Troubleshooting Steps
  • Collected model (WHW03V2) and partial serial number.
  • Instructed to unplug child nodes and keep them near the parent.
  • Performed factory reset on the parent node (reset button held until light off).
  • Executed the 5‑press method on the parent reset button.
  • Observed LED changes to orange, then green on parent and green/blue on children.
Key Observations
  • Agent correctly identified the WHW03V2 model and used the appropriate 5‑press method.
  • Long silences and repeated prompts caused a slower flow.
  • Agent used a confusing phrase “factory reset your analog stick” which could confuse the customer.
Positive Highlights
  • Accurately collected model information and opened a ticket.
  • Provided correct factory‑reset and 5‑press instructions for the WHW03V2 mesh.
  • Achieved green LEDs on all nodes, indicating the issue was likely resolved.
Agent Errors / Gaps
  • Said “factory reset your analog stick,” which is nonsensical and could mislead.
  • Minimal empathy; did not acknowledge the customer's frustration after the outage.
  • Did not verify internet connectivity after the LEDs turned green.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed all three nodes showed green lights and agent confirmed system was working and configured.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed factory reset and 5-press method but skipped foundational checks like WAN/modem status before mesh-level troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly applied factory reset and 5-press method for WHW03V2; no evidence of warranty check needed as issue resolved via troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified solid red LEDs but did not ask about recent changes beyond power outage or verify WAN connection before proceeding.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent relied solely on LED observation and verbal instructions; did not use diagnostic interface or confirm log capture despite 5-press generating logs.
T3 Not Met No misinformation conf 95%
Agent stated 'factory reset your analog stick' (nonsensical) and claimed green/blue LEDs are equivalent for WHW03V2, contradicting KB which specifies only solid blue as normal.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but lost direction: asked for model number twice, gave unclear timing on 5-press, and allowed long silences without re-engagement.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not confirm customer understanding of steps like 5-press timing or LED meanings; repeated instructions verbatim without adapting to confusion about colors.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed all steps, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps (wait five minutes, then relocate nodes) and provided a ticket number for follow-up.
O3 Not Applicable Closure confirmation conf 80%
No prior case history referenced; this appears to be a first contact with no handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted; issue was resolved on the call.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent remained polite but did not explicitly acknowledge customer frustration from repeated outages or prior calls.
X2 Partially Met Tone & rapport conf 75%
Agent maintained pace but failed to adjust when customer expressed confusion about LED colors; did not rephrase or verify comprehension of green vs. blue.
X3 Partially Met Overall experience conf 80%
Agent asked for model number twice despite customer already providing it, causing unnecessary repetition.
Call Transcript28 turns · 35 lines
Speaker 1
[silence] Can you see the serial number? [silence] Yeah, I had a power outage and I can't get my things to go back to blue. They're red. [silence] Solid red. [silence] Um, hang on one second. I gotta I gotta take a picture of it and blow it up because I can't see it.
00:00
Speaker 2
Hi, thank you for calling Linksys. My name is Ven, and I will help you today. Is it flashing or solid red? What's the model of the Linksys router as well?
00:00
Speaker 1
oh, gosh I can't see it, stupid. um, I mean, let me try to do this. okay serial number that what you want? baby, can you see this? I can 20J two 060. 060. 880. 880. 4218. 4218.
01:00
Speaker 2
yes both the serial and the model number
01:00
Speaker 1
code. A684 Marts. I need the model number. The Mac address? Yeah. Is that what you need? Oh, model number. WHW03V2. there's one of WHW03V2. There's one the main one and then there's two more. Nothing Spectrum. No, I've called before. Spectrum? Spectrum No [silence] Yeah. 440-477
02:00
Speaker 2
Thank you, so much. And what's the model number? how many links devices in total? All right. I know who's your internet provider as well. Before anything else, may I may ask, is this? Your first time calling linksys. To clarify the phone number. You might have called before. Was it 440 560 9081? What's the phone number you have called?
02:00
Speaker 1
Yep. All right. So just unplug them. Can you go unplug the one upstairs? Yeah. And bring it down. Unplug it and bring it down. Okay. [silence] Yep. Are you there? [silence] [silence] [silence] Do you want me to plug them in when I bring them close to the other one? Okay. [silence] Easy. Okay. Right here. [silence] Okay. They're they're unplugged and they're near the other one. [silence] Yep. [silence] [silence] [silence] So what can we know do I know about it?
04:00
Speaker 2
Yes, I'm still here. No, just leave them unplugged. We need them close to the parent node, so that when we try to add them back up, it'll be much more quicker. Now, go to the parent node. On the parent node, you're going to factory reset it. Hold the reset button until the light completely goes out.
05:00
Speaker 1
Somewhere else. Being ignored. Okay. I did that. right. It's flashing blue. Now. It's blue.
06:00
Speaker 2
quote Thank you What's the Light in the parent node? Now you're going to perform what we call
06:00
Speaker 1
Okay, Okay, so we go, we go, let me see here. Press release. One, two. Press release. One, two. Press release. One, two. Press released. One, two. Press release. One, two. Orange. Flashing orange.
08:00
Speaker 2
[silence] you're going to press release, wait a second, press release, wait a second. five times on the reset button. [silence] all right, while waiting for it to finish flashing orange, here's your ticket number. this serves as a reference just in case you need to call us back sometime soon. Whenever you're ready, you can write it down. Your ticket number is LTS0-04-13-6693.
08:00
Speaker 1
And it's a bluish green solid. Nope. Okay. One. Two. One. So the big one is green and the two little ones are blue. Now we're flashing blue on one of them. Both of them. Correct. Alright, that one's done. That one's done. One of them is solid blue.
10:00
Speaker 2
factory reset your analog stick. Just hold the reset button until the light goes out completely.
13:00
Speaker 1
The other one hasn't come on yet. The other one is coming on now. [silence] and then the one went to red. they both went to red. one of them. Yep. alright so
14:00
Speaker 2
Now, go to the parent node. If both child nodes are now solid pink or solid red, you're going to perform the five-press method again on the parent node.
15:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] So you want me to wait until that other one turns red again before we reset the adult one? [silence] Okay. [silence] [silence]
16:00
Speaker 2
for the one that's flashing red it did not perform a factory reset properly. you need to hold the reset button until the light goes out again. yes [silence]
16:00
Speaker 1
you're doing good baby you're doing good get it from my mom [silence] [silence] is already there. Wow. okay, they're both red now. okay, so press release. Wait a second. Press release. Wait a second.
17:00
Speaker 2
now on the parent node do the 5 press method press release wait a second press release wait a second five times on the Reset button
18:00
Speaker 1
Press release. Wait a second. Press release. Wait a second. Press release. Wait a second. Orange. Now it's flashing orange. Green on the parent on. One of them's flashing. One of them's solid red. Red. Now they're both flashing red.
19:00
Speaker 2
What's the light on the other two? Alright, keep on observing until both of them start flashing. Now let's wait for three to five minutes until they're done flashing.
19:00
Speaker 1
One of them one of them is green, the other one still flashing red.
21:00
Speaker 2
where it certainly the two child illness.
21:00
Speaker 1
Now, it's now the green went to flashing red again or went to red again. It's flashing, now it's green. One of them is solid green, one of them still flashing red. So, is green good or is blue good? Okay. Yeah, I've been here for a minute. All right. We got green on all three.
22:00
Speaker 2
You have an older model, so green or blue is the same one. Alright. Let them sit there for five more minutes before safely relocating them back to their original spot.
22:00
Speaker 1
Okay. Okay, perfect. So the the, the, one is went to read, now it's probably going to go back to green, correct? It's green now. So wait 5 minutes and then take them back upstairs and plug them in. Okay. Thank you very much. You too. Bye-bye.
23:00
Speaker 2
should be. They're now working and configured. Yes, that's correct. If you want, let's observe it until it goes back to green. Perfect. Is there anything else? Yes, that's correct. All right. So, once again, thank you so much for calling Linksys as well. Take care and have a great day. Bye-bye for now.
23:00