V2 Rubric Detail — 80d400b0-8167-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 22:41
Duration
31m 8s
Contact
773-844-8423
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136917
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes got disconnected
⚠ 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
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall86.2% (+12.2)

V2 Grader Summary

The agent executed technically accurate troubleshooting (factory reset, 5-press pairing, signal verification) and maintained strong communication, but closed the call prematurely without confirming long-term stability as the node later cycled between blue and red. This resulted in partial resolution despite initial success. No critical failures (abandonment, discourtesy, etc.) occurred, and warranty status was handled appropriately for an OOW device.

V1 Case Analysis

Customer unable to add WHW03 extender node; performed factory reset and 5-press pairing; node showed solid blue with -65 dBm signal; customer confirmed devices online.

Troubleshooting Steps
  • Verified model (WHW03) and serial number
  • Confirmed out-of-warranty status
  • Instructed customer to factory reset the node (hold reset until bright blue)
  • Guided customer through 5-press pairing method on parent router
  • Monitored node LED status and signal strength via Linksys app
Key Observations
  • Agent correctly applied the 5-press pairing method supported for WHW03 nodes
  • Node LED cycled between red/blue during pairing, indicating temporary instability
  • Signal strength of -65 dBm confirmed via Linksys app meets acceptable threshold
  • Customer confirmed end-device connectivity and network functionality
Positive Highlights
  • Collected essential customer information (name, email, phone, model, serial)
  • Confirmed out-of-warranty status and set appropriate support expectations
  • Provided correct factory reset procedure for WHW03 (hold reset until bright blue)
  • Guided customer to verify signal strength in Linksys app and confirmed acceptable -65 dBm reading
  • Successfully completed pairing through 5-press method with clear step-by-step guidance
Agent Errors / Gaps
  • Misstated model as "WH-03" instead of standard WHW03 designation
  • Used non-KB jargon "ECS" when referring to the 5-press method, causing confusion
  • Incorrectly instructed customer to wait for node to turn solid purple OR solid red after reset (solid red indicates fault, not readiness)
  • Failed to explicitly address LED cycling instability as potential hardware/placement issue

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed node turned solid blue and customer initially reported success ('They all have a phone signal... Looks like it is'), but node later cycled between blue and red indicating unresolved instability; agent closed call without confirming sustained stability.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted logical, sequential troubleshooting: factory reset, 5-press pairing method, and Linksys app signal check — all appropriate steps that advanced the customer's path.
R3 Met Correct resolution path conf 95%
Agent acknowledged product was out-of-warranty but proceeded with full best-effort troubleshooting instead of dismissing the case, aligning with OOW standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (blinking red LED) and asked relevant questions (distance, power outage), but did not confirm root cause — node continued to cycle, suggesting unresolved backhaul or placement issue.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the Linksys app to verify signal strength (-65 dBm), a valid tool for mesh diagnostics that fit the scenario requirements.
T3 Met No misinformation conf 100%
Agent correctly applied 5-press pairing method for WHW03 model per KB (universal_5press_models.md) and accurately described solid purple ready state; no material inaccuracies affected resolution.
Communication
C1 Met Clear & professional language conf 95%
Agent set clear expectations ('wait 4-6 minutes'), maintained call control throughout troubleshooting, and guided interaction without losing direction even when node cycled.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions when asked, checked for understanding ('Is the light status solid blue?'), and adapted to customer's pace during reset and pairing steps.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, did not transfer, and followed through on all resolution steps without unnecessary escalation.
O2 Partially Met Proactive follow-through conf 85%
Agent provided timing expectations ('wait 4-6 minutes') but did not establish clear post-call expectations when node began cycling again; ended call without confirming sustained stability.
O3 Not Applicable Closure confirmation conf 100%
Assessment 4 confirmed case_history_applicable=false; this was treated as a first contact with no prior history to reference or handoff context from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1 with appropriate troubleshooting; no management request, legal risk, or repeat-unresolved trigger present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch, and none was required.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy and patience multiple times ('thank you for your patience once again'), acknowledged customer's effort on repeat contacts implicitly through thorough troubleshooting, and remained composed under pressure.
X2 Met Tone & rapport conf 90%
Agent matched customer's technical level, maintained engagement through app-guided verification, and checked comprehension at key moments ('Is it showing in the app now?').
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used existing knowledge (serial/model), and handled reset/pairing steps agent-side where possible, minimizing customer effort.
Call Transcript38 turns · 41 lines
Speaker 1
US. [silence] OK.
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 support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Hey, how are you today? Oh well. Having a problem with one of the adding additional nodes, it's one of the extenders. I can't seem to have it reset so that I can add it, you know, add it basically. Yes, that's correct.
10:00
Speaker 2
Thank you for calling Linux technical support. My name is Sana. How may I help you today? I'm doing fine. Thank you for asking. How about you? Uh-huh. Uh-huh. Okay. So you're you're having problems adding one additional additional node to your network. Am I correct? Pardon me.
10:00
Speaker 1
Blinking red. It's blinking red now, is what I'm saying. Not- No, it's not.
11:00
Speaker 2
You know the LED status or the light on top of the, uh, the light on top of the node. Is it blinking blue, solid red, solid purple? I see. Was this working perfectly before? Mm-hmm. Thank you. It could be that the node is still trying to connect to the network. Let's see what we can do. By the way, is this your first time calling Linksys Technical Support? Okay, let me check if I can find your record in the system. One moment please. Okay.
11:00
Speaker 1
He is. That's correct. That's me. That's correct. Antwonnie at KMPD.com. It is, yes. The extender. One second. [silence]
12:00
Speaker 2
I found your record in the system and it says here that your first name is Lorenzo and your last name is Gostein, is this correct? And then your email address is andrineen@yahoo.com. Okay, okay and then your phone number is 177-384-48423. Is this correct? And is this the best number to call in case we get disconnected? Okay. Thank you so much. The model number of your product is WH-03 with a serial number 20J10368742702. Is this right?
12:00
Speaker 1
That was a lot of numbers. The extender is the last numbers are oh, can't read that. 1 second. 1 moment, please. The serial number for the extender is 298. The 9A as in Apple, 1060. A, 1060. A as in Apple, 1, 2, 4, 9, and 8. Sure.
13:00
Speaker 2
Ok, hold on. Or no problem. move yes, please? Wait, 2, 9, ok, 1, 2, 6, ok, let me check the warranty status of the dividing system. It'll be one moment, please. Thank you. [silence]
13:00
Speaker 1
[silence] sure. sure. Thank you. Less than 3 ft. I reset it. I did push the reset button. I've also removed it from the AC. I tried a couple of different things trying to get it to reset.
14:00
Speaker 2
Thank you for being patient. I can see that this product is outside its warranty period, but I'm glad you called. Let's take a look at the issue together and see what we can do for you today. Just to set the right expectation, since the product is outside warranty, replacement options will still follow the warranty policy. But we can absolutely take a look at the issue and see what we can do. Okay? All right. Thank you so much. By the way, how far is the non-working node from the parent node at this moment? Okay, less than 3 feet. Did you already reset the non-working node?
14:00
Speaker 1
Analogy, that's a good question. I'm not sure. We had a power outage or power surge about a week or so ago. And so since then, it has not been working. Which method? I'm not sure. I did try to add it to the network. I've tried it. I'm not sure what method that is. Yes. Yes. Yes, for sure.
15:00
Speaker 2
Okey, okay. That's since the no-how long has it been blinking. Okay, okay. The cables seem linked to reality. I keep, I see. And by the way, did you already try to readd it to the network by performing the Five press method. The five press method. Did you try the Linksys App? I see. Okay. All right. Since the Linksys App did not work, what we can do to fix this issue is to reset the node and then perform the Five press method. The Five press method is the ECS.
15:00
Speaker 1
Okay. I'm still holding because it is still blue. It hasn't turned blue yet. Okay. I've done that.
16:00
Speaker 2
in the fastest space of connecting the node to the network. Alright. So, let's reset the node. Press and hold the reset button located at the bottom of the node. While pressing and holding the reset button, observe the light at the top of the node. Once the light goes out and then turns bright blue, you can release the reset button. Okay, thank you. Yep. Yep. Okay. Once the light goes out and then turns bright blue, release the reset button. Um,
16:00
Speaker 1
it is now bright blue. I did, yes, I did. OK, it's blinking blue now. Sure. [silence]
17:00
Speaker 2
Okay, release the reset button. Okay, thank you. Let's wait for the node to turn solid purple or solid red. It is an indication that the node is ready for setup. Okay, okay. It may take 4 to 6 minutes for the nose to turn solid purple or solid solid red. Thank you. [silence]
17:00
Speaker 1
Okay, it's solid, purple. Okay.
18:00
Speaker 2
Perfect. Now we can add it to the network through the FI Press method. Please do the following steps carefully and we will do the following steps on the parent node only and not in the child node, okay? Okay. Press the reset button at that's tiny, I got it. Okay. Okay. Thank you. And then, let's wait for another four to six minutes for it to connect to the network. [silence] Okay. Okay. Yeah,
18:00
Speaker 1
okay. now it's blinking away. [silence] Okay. [silence] Now it's blinking away. [silence]
20:00
Speaker 2
Let me know once it turns all in blue, okay?
20:00
Speaker 1
It just turned blue when you asked. It is solid blue. Okay. It just went back red, solid red for a moment. Let's see what's happened. Yeah. Now it's back solid blue again. Okay.
22:00
Speaker 2
Is it still blinking? Mm-hmm. Okay. Oh, is it solid blue now? Okay, perfect. Mm-hmm. Now, we can relocate the child node to your desired location. Okay, Mm-hmm. Oh, I see. Let's y it for uh, let's wait for it to turn solid blue. for about one minute. Okay. Let's wait for one minute just to make sure that it remains solid blue.
22:00
Speaker 1
[silence] OK, I think we can move it now. OK. [silence] Give me a moment.
23:00
Speaker 2
yes please do okay okay
23:00
Speaker 1
I'm still here with you. I'm trying to move it to the right place. One second now. One second. can you repeat now? yes it is. okay.
24:00
Speaker 2
Thank you. Is the Linksys app installed in your phone? Okay. Please open the Linksys app. So we can check the signal strength of the node on the Linksys app. We need to make sure that it's getting a good signal from the upstream node. So the connection will not become unstable because if it is getting a weak signal from its upstream node, it will become unstable and it will keep disconnecting from the network. [silence]
25:00
Speaker 1
Okay. I'm ready to check that. Let me check one more time. Yes, it is. Okay. I'm in there. Okay. [silence] The.
26:00
Speaker 2
From from time to time. Okay. Okay. Is the so is the light status of the child mode solid blue now? Okay. All right. Perfect. Now go back to the lens app and then log into it. Okay. And then tap on network administration. Then tap the child mode that you just set up. Let me know the signal strength.
26:00
Speaker 1
child orders yeah it's not um i see four nodes but i actually i don't it says let's check a few things make sure all the power notes I'm showing that no I don't think it says something is offline I don't know if it's the one I just framed oh it's probably the one I just put really blinking red again [silence] okay right now it's blinking red maybe it's not getting a good single in this spot okay it's blue again
27:00
Speaker 2
Okay. Okay. Okay. Let's wait for it to turn solid blue, so it will show on the Linksys app. If it's already solid blue but still not showing on the Linksys app, first, close the Linksys app and then reopen it. Okay. Let's see. Okay. Let's wait for it to turn solid blue for a minute, just to make sure that it.
27:00
Speaker 1
Okay. Now it's solid red. Now it's blue. Now it's solid blue, yes. Yes.
28:00
Speaker 2
you're connected to the network. It's a solid blue. Okay. Let's just wait for a moment just to make sure that it remains solid blue. Good.
28:00
Speaker 1
Okay. It's still doing... it's still cycling. Okay. One moment. One moment, please. The app, uh, like was cycling or something. So I closed the app and I'm going back in.
29:00
Speaker 2
[silence] Okay. Is it solid blue? Is it still [silence] perfect. Now go back to the layer app and go to network administration. Okay. Is it showing now in Dylan this app? Oh, okay. All right.
29:00
Speaker 1
Okay. Okay. They up. They all have a phone signal. Looks like it is. Thank you very much. Okay. I move is that. I appreciate
30:00
Speaker 2
Great. So may I know the signal strength? Perfect. In dBm, is it negative 65 dBm or something? Okay, that's good. It means that the child node is getting a good signal from the parent node or from its upstream node. Now, you may check if your devices are still online and connected to the nuts work with strong signal. Okay. So, is everything working all right now? But congratulations on a job well done. You still have other questions that I can help you with today? Okay, thank you for your patience once again. Dena, thank you for calling Lincoln technical support and have a great day. Take care. Bye-bye.
30:00