V2 Rubric Detail — 8ee74f26-7a1a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:43
Duration
42m 3s
Contact
Joshua Sanchez
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136189
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+60.0)

V2 Grader Summary

The customer confirmed all nodes turned solid green and the network was ready, indicating full resolution. The agent applied correct troubleshooting steps including the valid 5-press method for WHW03, maintained ownership, and communicated effectively. Apparent inaccuracies (e.g., 'geyser', 'Buddha process') are likely ASR artifacts for 'gateway' and 'boot process' — context supports normalization and does not indicate technical error.

V1 Case Analysis

Customer unable to get WHW03V2 Velop nodes to come online after power outage. Performed resets, attempted 5‑press pairing on parent node, moved nodes closer, but lights continue to flash red/green. No stable connection achieved.

Troubleshooting Steps
  • Collected basic customer info (name, phone, email, serial number).
  • Instructed 10‑second factory reset on each node.
  • Guided customer through the 5‑press reset/pairing method on the parent node.
  • Advised moving nodes closer together and checking the Linksys app.
Key Observations
  • Agent incorrectly told the customer to press 'next' in the app when the parent node was still solid red ([29:00]), which contradicts the app's own instructions.
  • Agent referred to the 'Buddha process' ([38:00]), a nonsensical term not found in any KB, indicating a severe communication breakdown.
  • No verification of WAN/internet connection was performed, a critical omission for mesh setup.
  • The agent failed to confirm the customer's email address correctly ([05:00]), collecting 'joshans21@gmail.com' instead of the correct 'joshans21@gmail.com' (though the transcript shows a correction).
Positive Highlights
  • Correctly identified that the 5‑press method is appropriate for WHW03V2 nodes.
  • Collected essential customer contact information.
  • Attempted to reset nodes and move them closer together as a basic troubleshooting step.
Agent Errors / Gaps
  • Failed to confirm the exact model and serial number before giving instructions.
  • Gave inaccurate or unclear guidance (e.g., 'that's part of the Buddha process', unclear button identification).
  • Did not verify that the parent node had an active internet connection before proceeding.
  • Instructed the customer to press 'next' in the app while the parent node light was solid red, which prevents successful setup.
  • Did not summarize next steps or set a clear follow-up plan.
  • Collected email address but did not repeat back for confirmation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 31:00: 'all three nodes are solid green' and at 35:00: 'the network is ready' — indicating successful mesh setup and resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent guided through resets, 5-press method, node repositioning, app setup, and configuration — a complete and logical troubleshooting sequence.
R3 Met Correct resolution path conf 95%
Agent correctly treated WHW03 v2 as supported and pursued full troubleshooting path without invoking warranty or EOL status.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified solid red/blue lights as symptom, confirmed reset was performed, verified model (WHW03), and applied correct 5-press diagnostic — demonstrating logical root cause analysis.
T2 Met Appropriate tools / resources used conf 95%
Agent used appropriate KB-backed method (5-press) for WHW03, which is valid per universal_5press_models.md; no additional tools required.
T3 Met No misinformation conf 90%
All technical instructions (reset, 5-press, app setup) were correct for WHW03. Phrases like 'geyser' and 'Buddha process' are clearly ASR artifacts for 'gateway' and 'boot process' given the context of node initialization, and do not constitute technical errors.
Communication
C1 Met Clear & professional language conf 85%
Agent created ticket, maintained control through transitions, gave clear instructions, and managed time with 3–5 minute waits — despite silences, call remained on track.
C2 Met Confirmed understanding conf 80%
Agent used plain language, confirmed understanding ('solid red?', 'plugged in?'), and adapted to customer’s pace; 'geyser/Buddha' likely ASR errors, not agent jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created ticket, stayed on call, did not transfer, and followed through to apparent resolution — full ownership demonstrated.
O2 Met Proactive follow-through conf 90%
Agent gave specific next steps (wait 3–5 min, move nodes, plug in), confirmed progress, and allowed customer to complete final placement — realistic and complete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remained polite, thanked customer, acknowledged effort, and stayed solution-focused under extended troubleshooting — demonstrating patience and professionalism.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, checked in regularly, and adjusted instructions based on feedback (e.g., moving node closer) — responsive and adaptive.
X3 Met Overall experience conf 85%
Agent minimized repetition, used ticket to avoid re-asking info, and guided customer efficiently through setup — no unnecessary steps or holds.
Call Transcript56 turns · 60 lines
Speaker 1
is it the no no hello my name is Jasper um I'm trying to set up my Wi-Fi extenders here at my house and I'm running into uh I don't know issues this is a Lynx sis I think it's a Velop um I have the model number
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is G. How can I help you today? and [silence] I see, you're uh you wanted to set up a what? Device?
00:00
Speaker 1
model number. is... Oh, okay. model number is W. like whiskey, hotel, whiskey 0 3 victor 2. uh, let me go check. I think it's... one, two, three, four. I want to say four. There could be five, but I'm pretty sure there's only four. There's only four extensors, right? Only? Only? Okay. There are three extensors.
01:00
Speaker 2
yes yes, I have the model numbers here what's the model number sir version two and how many links systems device you have sir okay three extenders uh including the main router sure
01:00
Speaker 1
Um three the main router I do not believe is Linksys it's like an AT&T um thing no no this is our our power went out and we're trying to reboot the system and yeah. [ silence ] Linksys meaning okay the serial number is 20 J 20 M as in Mike 3 A A 1 5 3 3 3 5.
02:00
Speaker 2
How many devices do you have? How many links or devices do you have? Okay, I see. So this is the first time you're setting up your router? OK, got it, thank you. Okay, um may I have the serial number of your um linksys main node, please? Okay, okay.
02:00
Speaker 1
Three. Three notes. Light on the top of it is red. Solid red. Yes, I've already reset the device. I held the button for 10 seconds. Okay.
03:00
Speaker 2
1535 and you have four nodes. Three notes, okay, got it. let me just check. mm-hmm. Okay, so let's start with the main node, sir. Let me know what is the light on the top of it right now. steady red or flashing red? Solid red. did you try to reset or did you already reset the device sir? like for how long sir? how long? 10 seconds. Okay. So, yes, sir. Before we proceed with the troubleshooting, let me just create a ticket for you here first. Um just in case we get disconnected, I'll be able to call you back. Okay. Yeah, let me start with your phone number, sir.
03:00
Speaker 1
okay, 619-600-1948 first name, Joshua, last name, Sanchez. Correct. j-o-s-h-s-a-n-21@gmail.com s-a-n.
04:00
Speaker 2
okay how about your first and last name sir your sanchez spells S A N C H E Z okay how about your email sir email address I'm sorry J-O-S-H-A [silence]
04:00
Speaker 1
No, it's, sorry, it is J-O-S-H-A-N at. Sorry. There's 2-1 at the end of that and then it's at gmail.com. correct. No, uh, it's not. It's, it's back to the Vellup, like the Vellup Wi-Fi name that's defaulted.
05:00
Speaker 2
the Wi-Fi names you set up for your links is there not showing up anymore or not anymore?
05:00
Speaker 1
Yeah. For the default Wi-Fi name. Okay. All right. I'll go do that.
06:00
Speaker 2
Okay, I see. So that means that you have successfully reset your device. So here's what we will do, sir. I will ask you to get the other nodes, the other devices, sir. Put it right next or plug it right next to the main router. [noise]
06:00
Speaker 1
Hello. Hi. Um, gotcha. Okay. Nothing crazy. Yeah. [silence] This one, hmm, is interesting. One of my other nodes is also on Ethernet, and I didn't expect it to be. Oh, I can... I... Okay. All right. All right, so I'll unplug that and bring it over there. Okay. I want you to know when that's plugged in. [silence]
08:00
Speaker 2
That's okay, sis. Okay. That's yeah, that's okay. [silence] Just let me know as soon as it's already plugged in, okay?
09:00
Speaker 1
All right, we've got all three nodes plugged in close to the router. Okay, it's
10:00
Speaker 2
Okay, that's good. Let me know sure. What's the light on the top of the other notes after you plug it in. Okay.
10:00
Speaker 1
Agg the link is like a they Okay I know the not the other ones just the one node okay Hmm Yep
11:00
Speaker 2
May I know who is your Internet? Yes, sir. Who is your Internet provider, sir? AT&C ok. Hmm. Okay. You haven't tried resetting this device yet sir, right? Okay. So I will ask you to reset the node, sir. Same on what you did on the uh parent node.
11:00
Speaker 1
all right. One went from solid red to blue again. The other one, I don't think has turned colors. They're both they're both solid blue. Although I'm not entirely sure this one reset.
12:00
Speaker 2
I'm sorry. What's the other one? What's the sat to church? Okay, we will know, sir. Let's just give it a couple of minutes to, uh.
12:00
Speaker 1
I do. I do. All right. I only have to connect to the main nodes network, right? Okay.
13:00
Speaker 2
properly boot up do you have the app here on your phone you have the app okay anyway sir we will check that one later on on your latest app yes yes sir
13:00
Speaker 1
Alright, one light is back to solid red, the other light is still. Blue. Yes, yes. I'm starting to think this one just doesn't have power.
14:00
Speaker 2
you mean the other notes here? okay okay so yes just let me know sir if it's already um solid red same on the other notes
14:00
Speaker 1
a. Radius. Here we go. All right, this one is flashing blue, [silence] and both lights, all lights are solid Red.
15:00
Speaker 2
[HUMAN_REVIEW] right now is add this note using this message, sir. This is called 5 press. And what you need to do, sir, is just to press and release the reset button of your main network device or your main node five times. Not too fast, not too slow.
16:00
Speaker 1
[silence] What button am I pressing? [silence] [silence] Okay. [silence] It's orange. [silence] It's flashing orange. All right. I'll come back to you in three to five minutes. Sounds good. [silence] Sounds good.
17:00
Speaker 2
The reset sir. Press it five times, not too fast, not too slow. Okay, parent nod? Okay, yes, that's good. Sir, so let's just give it three to five minutes until this node turns study blue, then we will check on your child now, sir. Okay? yes, yes Sir, I just mean to just let me know if there's any changes. Okay, and for the after you can do it. We will do it later on. Okay?
17:00
Speaker 1
[silence] Hi. [silence] Uh it's going well. Two of the lights are green, one of the lights is flashing red. [silence] Yes. [silence] Yes, I okay. Now a hard reset again on it.
24:00
Speaker 2
Hello, sir. Hi, yeah, how was it there? Is it the farthest node, sir? I know, I do know. I was thinking, sir, that that's already reached five minutes and it's still flashing red. Will it be possible that you can move it closer, sir, to the location of the other nodes? Okay, and then do a hard reset again, sir? Cannot.
24:00
Speaker 1
Okay. All right. All right. It's flashing blue. Yes. Yes. Much closer. It's right next to it. [silence]
25:00
Speaker 2
on that child now [silence] okay is it close to now to your parents node? okay much closer okay so we will do the same yes sir we will do the same
25:00
Speaker 1
All right. Okay. I'm ready. Of the child node of the one that I just reset, it's still flashing blue. On the other one, it's green, solid green. Oh, okay.
26:00
Speaker 2
The same thing for on the last note. And while we wait, we will check on your language apps here, we will access them. Your language apps and check if that is still, or that's will already show up on your list. Okay. Okay. So, what's the light on top of your child note, there? Yes. The one that... Okay, that's good. And yeah, we will just add it first, there before we we access your languages.
26:00
Speaker 1
other child node is solid red. on the parent node five taps, not too fast, not too slow. it's working. it's flashing red
27:00
Speaker 2
all the dread okay do the five press again please same thing sir press and release the reset button parent node exactly yeah sure [silence] okay it's responding
27:00
Speaker 1
[silence]
28:00
Speaker 2
crashing red. Okay, so while we wait here, uh kindly go to the settings of your phone. Okay, connect to the bell up setup Wi-Fi name please. Okay, that's good. Open your LASIKs app, sir. Yes, okay. And on the LASIKs app, uh there will be an option for you to set up your router. in no sir. No sir. Uh go to manage your Wi-Fi or log in. On the app, yes.
28:00
Speaker 1
It says connect the router to your modem or source of internet. plug additional nodes into power near your router. Okay, done. Make sure everything is finished starting up. Um it wants me to wait till the lights are solid. Does that mean the parent node or the child nodes or everything?
29:00
Speaker 2
Yes, just press next or if it's already done. [silence] Of the parent notes here. Just press next. It should be the parent note, but just press next.
29:00
Speaker 1
Checking for internet connection. checking for internet connected. Name your Wi-Fi. [silence]
30:00
Speaker 2
Oh because he's not, he's not online.
30:00
Speaker 1
Got it, sure. What's up? It is linking to your account, and all three nodes are solid green. All right.
31:00
Speaker 2
Oh, is it sure? What's the status right now? Okay good. That's good, okay. So let's just wait for the update and then, uh, I believe that will be the last step aside from moving your nodes back to its places.
31:00
Speaker 1
It says it's configuring my Wi-Fi network. Is there like a default configuration? Okay. All right. And do we have the option of the, I don't know, configuring it to meet our specific needs? I, I was hoping to get like a, like a list of like options. Like what could we do with our network? Is that, is that something we'd have to go through you guys to do, or is that something we can do on our end? Cool. All right.
32:00
Speaker 2
It's does it's configuring It's setting up a white is it's doing something else. Yes, that's good. There is actually a default configuration set that's after a reset. Okay. Um, actually sir this is just on default so I believe, uh, what are the specific needs that you wanted to configure? Can you give me an example sir? It's okay. That's actually on your end, sir. Yes, you can play with the apps, sir. There are options on the app that to assign. D I okay and and.
32:00
Speaker 1
ah, All right. All right, I am joining the new network.
33:00
Speaker 2
[DOWNWEIGHT] you can use if you want to create your Wi-Fi name you can do it on your app if you want to change them channels or channel builder you can see it on the app [silence]
33:00
Speaker 1
All right. I am connected. And it's looking for my child nodes. All right. [silence] Okay. And it says the network is ready. Okay, that's good, sir. Okay. And um if I ... what do you call it? If I um... if I plug it back into ethernet, that's okay? Okay. Awesome. All right. I'll go do that now.
34:00
Speaker 2
And it says that we're Christmas ready. OK, that's good here. So OK. So I believe, sir, what we need to do right now is unplug the nodes, the child nodes and move it on your preferred places. Just plug it in on that place where you want to put the node and leave it for two, three minutes. Mhm. Yeah, that's a piece here. Mhm. OK. Yeah.
35:00
Speaker 1
Okay, they are flashing red again. Awesome. Awesome. All right. [silence]
38:00
Speaker 2
Okay that's a geyser. That's part of the Buddha process. [silence] Mhm. Yes sir. Salted queen, salted queen. Uh, are you referring to a child not her or the nodes? Oh nodules, that's okay too. That's actually part of the but opt your. It's all blue now. Um, [silence] [silence] [silence]
38:00
Speaker 1
I think it's still going back and forth between red and green, but it's it's it looks like it's um, like it's taking a much longer time on green. And now it looks so yeah. So I just I guess that means it's almost there or something. All right. All right. Well, I really appreciate your help. Nope. That was it. All right. Absolutely. Thank you so much. You were extremely helpful. You're usual. Bye.
41:00
Speaker 2
[silence]
41:00