V2 Rubric Detail — 8fba7b74-7ee5-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 18:06
Duration
61m 25s
Contact
773-844-8423
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
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 (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall57.6% (-4.4)

V2 Grader Summary

The agent successfully resolved the customer's mesh network issue by guiding a full rebuild via the Linksys app, confirming R1 Met. However, technical inaccuracies (false cloud server discontinuation claim, password confusion) led to T3 Not Met, and communication shortcomings (lack of empathy, jargon without confirmation, inefficient troubleshooting flow) resulted in Not Met ratings for X1, X2, X3 and Partially Met for C1, C2, R2, T1. Ownership and follow‑through were strong (O1, O2 Met). No escalation was needed or performed.

V1 Case Analysis

Customer unable to reconnect WHW-03 mesh nodes. Performed 5‑press reset, power‑cycled modem, re‑added nodes via Linksys app, created new SSID/password. All nodes now solid blue and internet functional.

Troubleshooting Steps
  • Collected model and serial number.
  • Instructed 5‑press reset on parent node and 20-second reset on child nodes.
  • Power‑cycled ISP modem.
  • Guided customer to access router UI via myrouter.local / 192.168.1.1.
  • Used Linksys app to create a new Wi‑Fi SSID/password and add child nodes.
Key Observations
  • Agent incorrectly claimed the Linksys cloud server was discontinued, which is false and contradicts KB guidance.
  • Agent stated the customer could not set up a new network, but later guided them to do exactly that via the app.
  • Repeated failed attempts to access myrouter.local and 192.168.1.1 due to unclear browser instructions, causing unnecessary delays.
  • Agent confused reset procedures, initially instructing 20-second holds on child nodes before correctly applying 5-press to parent.
  • Customer ultimately succeeded after resetting and using the app to rebuild the mesh.
Positive Highlights
  • Correctly identified the WHW‑03 model and used the appropriate 5‑press reset method after initial confusion (transcript [06:00]).
  • Collected essential device information (model, serial, customer name) early in the call (transcript [02:00]).
  • Persisted through access issues and ultimately guided the customer to use the Linksys app to successfully rebuild the mesh network (transcript [46:00]-[60:00]).
  • Confirmed final resolution with customer and provided clear post-resolution guidance about node boot-up time (transcript [60:00]).
Agent Errors / Gaps
  • Incorrect claim that the Linksys cloud server is discontinued (transcript [11:00]).
  • Stated the customer could not set up a new network when they later needed to create one (transcript [12:00]).
  • Provided unclear instructions for accessing router UI, leading to prolonged failure to load myrouter.local and 192.168.1.1 (transcript [15:00]-[21:00]).
  • Initially misapplied reset procedure by instructing 20-second hold on child nodes instead of correct 5-press on parent first (transcript [04:00]-[07:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'Network is set up. Awesome. Awesome, awesome. Well, that's it. I'm good.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed several steps (reset nodes, 5‑press, power‑cycle modem, use app, try router IP) but skipped key diagnostics like modem‑direct speed test and WAN verification before full rebuild.
R3 Met Correct resolution path conf 93%
Agent guided customer to fully re‑setup mesh via Linksys app, appropriate for out‑of‑warranty WHW‑03 with persistent node pairing issues; best‑effort troubleshooting provided.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified LED states and proximity but failed to logically isolate source or determine root cause (e.g., no modem‑direct test) before proceeding.
T2 Met Appropriate tools / resources used conf 95%
Used 5‑press method (valid for WHW‑03), attempted myrouter.local and 192.168.1.1, and leveraged Linksys app — all appropriate tools for this scenario.
T3 Not Met No misinformation conf 94%
Agent provided materially incorrect information by stating 'Cloud server has been discontinued' and conflated router admin password with app password.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent kept call moving but had long silences, repeated unclear instructions, and occasional loss of direction (e.g., confusion over which node was main).
C2 Not Met Confirmed understanding conf 88%
Agent used technical jargon (e.g., 'myrouter.local', '5‑press') without explanation and failed to confirm understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on call, drove troubleshooting end‑to‑end, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 91%
Agent set clear next steps (wait five minutes after moving nodes, check LED status) and explained what to expect.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration or repeated effort; no empathy statements were made.
X2 Not Met Tone & rapport conf 89%
Agent maintained a flat, procedural tone and did not adapt to customer’s confusion or pace.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat information, take photos, and perform many trial‑and‑error steps that could have been streamlined.
Call Transcript78 turns · 94 lines
Speaker 1
how you doing okay how you doing Hi, I am having problems reconnecting my mesh network mesh network I can't get it uh no I, yeah that's what it says I mean I have internet I just can't get them to uh reconnect again you know one of them is showing blue.
00:00
Speaker 2
Welcome to Link Systems 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. Thank you for calling Linksys. My name is Jairo. I can help. What's the problem with your mesh? No internet?
00:00
Speaker 1
status bar, uh, then I tried to connect the other two towers and they just won't connect. Yes, one moment. Uh, let's see, uh, get the uh, get that for me. Um, uh, see what went wrong there. Model number. Okay, uh, see, uh, one moment. Let me let me figure out where that is. Oh, okay. I'm going to take a photo. One second.
01:00
Speaker 2
Got it. Can you give me the serial number and model number of that?
01:00
Speaker 1
hold on, let me take another photo, uh, serial number is one second okay J-1-0-C-6-874320702. the model number is W-H-W-03. Lorenzo, Goldston.
02:00
Speaker 2
What is your first name and last name so I can create a record? Got it. What is your email address? [silence] And who is your internet provider? [silence] Just in case we cut up I can call back what is number right the one you're using right now 8423 ending I mean, OK. So you you mentioned that you have internet connection in one tower throws solid blue light, right? What's the distance of those tower that won't connect to the main tower? Like right now.
02:00
Speaker 1
Two feet. Uh, one of them, one of them is blinking red. Oh, both of them blinking red. I. Okay. I've done that, but I'm going to do it again with you. One second. All right. Hold it down for 20 seconds. One of them is uh going to blue status and the other one is at blue status. They're both at blue. [silence]
04:00
Speaker 2
What's the light of those tower right now? Okay. When you press and hold the reset button of those towers hold it down for 20 seconds. Okay. Okay. Okay. Okay what does it say ready for? [silence] 3% matched.
04:00
Speaker 1
All right, I got him red now. Yeah, it's like a magenta. Yes, magenta. Like a pink, like a pink. Okay. All right. Press let go. Press let go. Press let go.
06:00
Speaker 2
it a red red not a pink red or magenta? okay alright so on the on the main tower press and release the reset button of that five times but not too fast not too slow it sounds like this press let go press let go something like that five times one second go between presses
06:00
Speaker 1
press let go press let go. uh, no, it didn't blink. It did not blink. I can do it again. Extramow at the moment, solid. [silence] Sure. Press. Let go. Press. Let go. Press. Let go. Let go.
07:00
Speaker 2
The light on the top of the main tower should be blinking. And a white are you yellow. What's the light of the extender tower still? They should be blinking. [silence] Let's try one more time. Just one more time.
07:00
Speaker 1
And press, let go. Still didn't change. Neither of them. it is, one second, but I'm gonna check. Yeah, just showing. Uh, you mean Am I on the uh, Yeah, I am. Now I am. I wasn't before though. So maybe that's gonna hit. [ silence ] Connecting. Do I have the links app? I do. Yeah.
08:00
Speaker 2
you check your... your Wi-Fi if that's showing. Go to your phone settings, Wi-Fi settings and check if your home network is showing. And you are connected to that, right? To the Wi-Fi on your phone, yes. Hmm. Do you have the Linksys app installed in your phone? Open the app. And tell me what you see on the app. Hmm. Okay. So it says that your modem is idle. Scroll down and then click the Mouse. It says there's no open connections. Scroll down and you'll see the devices. Can you have one open port? Hmm. [silence] Is there a possibility that we can check your speed on the phone? Is there a possibility that I could just maybe reset the settings on this one? Uh-huh. Okay. Can we send in a support tickets now? Hmm. Okay. So you're saying it's fine. Okay. You're fine. All right. Just kind of casual conversation. [silence] Yeah. Well, look, I'll try to reset it. Try to do a power cycle. Reset the settings of the modem. It seems that it's the modem. All right. Okay.
08:00
Speaker 1
It gets me to uh it says, I didn't have internet connection before and I get two things. Troubleshoot or replace. Linksys router or nodes. Okay. Let me delete that. One moment. All right. All right. Let me install it back. We installing it back.
09:00
Speaker 2
Can you log out from the app or just delete the app and reinstall it? You probably have done it, but we're going to try it again.
09:00
Speaker 1
All right, I'm back in. It says, manage your Wi-Fi or select a new Wi-Fi. All right, let me log in. We're a moment. All right, we're logging in. It says getting router set up.
10:00
Speaker 2
manage Wi-Fi
10:00
Speaker 1
Okay. Uh, I didn't have those three lines on the page that I was on though. It was just, no internet connection. I mean, like, yeah, no internet connection, and then it gave me troubleshoot or set up a new network or something like that. I can get to the script.
11:00
Speaker 2
What using your email account or the router password? Okay. Right. I think it's because Cloud server has been discontinued. So it will not show you the correct details of the router. But instead can you click the three lines at the top left or the burger icon? Tap that, scroll down and look for account and then sign out. what you have there? should have set up on your network. That's weird. But can you still?
11:00
Speaker 1
Go ahead. I would say, I can get to a screen that says, um, you know, like, set up a new, uh, network. Uh-huh. Okay. Yep. All right. I need to do it again. Okay. All right. Opening the app. It says, allow Linksys to find local devices on your local network. All right. Now it says, manage your Wi-Fi or set up a new Wi-Fi network.
12:00
Speaker 2
Sorry, was. No, you can't set up a new network. It's already set up. So, what we're going to do just one more time. Delete the app or instead of it but this time when you see the login page not log in yet. Let me know once you're there. Thank you. [silence] Allow? [silence] Manage Wi-Fi but do not log in yet.
12:00
Speaker 1
okay? Now it says email or router password. Okay. Uh, go to your, log in with your router password. First, connect to Wi-Fi. Go to your phone, stay in that Wi-Fi. Select your Wi-Fi from the list once you're connected, return here. Okay. Can't wait to I'm on. All right, I went to but I And so I have a I see my Wi-Fi, but then I also see the Bell up Setup 3E and bells Setup that don't click on those. Just click on my Wi-Fi. Correct. All right, Wi-Fi has been selected. Go back to Launch. Yes, I'm back at Launch now. But I don't see anything. [silence]
13:00
Speaker 2
Chilcott: I like router password. CORRECT.
13:00
Speaker 1
it it's the list says login with your router password first connect to your Wi-Fi I'm still I don't see anything else and am I missing I am no I'm not sure about that mobile data. I mean, I have my cel my cellular my cellular data is on there. I said his and on when they turn it on. I have a laptop, yeah. Let me go. Windows
14:00
Speaker 2
Devices online or offline? But you are connected to your home network, right? And you're not using a VPN or you are? Mobile data on or turned off? mobile data off? Okay. Do you have an iPad or a laptop that we can use? We might need one. What's the operating system? Mac or Windows? Okay, good. Good. All right.
14:00
Speaker 1
all righty on Chrome Edge browser. All right, I have it open. Okay. One second.
15:00
Speaker 2
Okay. Go, connect it to the Wi-Fi. Make sure that it's connected to, Linksys Wi-Fi, your home network Wi-Fi. Open browser, Google Chrome if you have chrome, Edge if you don't have Chrome. Mhm. Okay. Now, go to my router.local.
15:00
Speaker 1
[silence] my say it again? my. Got you. Okay. [silence] I don't need anything other HTTPS or anything like that. [silence] Mom. Let me just update, make sure my Chrome is updating basically. It says it's installing right now. All right, install is complete. Right, it didn't work.
16:00
Speaker 2
What happened to the computer? Did that work? My router.local
17:00
Speaker 1
Wait a minute. Second. You. in do that right now. Let me just check, but I just down, move. Chrome. Chromen. Chromen. Oh, OK. I got Chrome open. Oh, peripheral. Local. Sorry, my router. Got it. Now, it says, the site can't be reached, like if you type in it like that. I'm trying to figure out why is it not. OK. Yep, I'm ready.
18:00
Speaker 2
Let's try again. Open a new tab. [silence] Now yeah, myrouter.local. [silence] Let's use the IP address of the router. So I'm, [silence] I'm going to type the disable number into the web address bar. Are you ready? The very bare top search bar. Okay, that's 192. [silence]
18:00
Speaker 1
192. one six eight, dot one dot one. Got it. That should work. It's, uh, thinking about it. 192 dot 168 dot 1. Dot one. Is it what you want? I'm not sure why it's not popping up. Can it be an edge or no? Okay, let me try and edge one more.
19:00
Speaker 2
168.1.1. Is it? Loading? Okay. right yes yes we can use the Edge browser
19:00
Speaker 1
I can't still thinking about it over here for some reason It says it can't reach 192 168 1.1 I'm gonna hit push again one second my router dot yep dot local [silence]
20:00
Speaker 2
In timeout, HTTP, call in slash slash, my router dot local. Dot local.
20:00
Speaker 1
Uh, yeah, I'm not sure why this is not working. Like I don't have - there's no firewall or nothing like that. It's just I'm not I'm not getting any one of those uh site HT TPS. Yeah. Yeah, I've been using it all morning. Let me just close down and just see what's going on. One second. I'm just going to close out those websites. Like it should be a no-brainer. HT TPS. My. Yeah, I'm not sure. 192.68.421. That one. That one.
21:00
Speaker 2
.
21:00
Speaker 1
Yeah, I'm not getting anything. Yeah, I can get anything else on the internet for sure. That's not a problem. Um, it's weird why this is not working. Okay, let me turn that off. One second. Turn it off and then turn it back on. All right. [silence]
22:00
Speaker 2
is it weird yeah it's weird yeah uh no reason.
22:00
Speaker 1
Turn it back on. It went blue and now it is light blue. Still blue. Now anything you want me to do with the. The no. Um, it was solid. Let me go
23:00
Speaker 2
Not right now, we need to log in so that we can adjust the settings. But, the light of the main power, that's blinking blue, right now or no?
23:00
Speaker 1
Let me check. the node is blinking yes It's blinking blue blinking. wirelessly. Now that main known as node has turned red. Hmm Oke Oke Oke wait one moment. [silence]
24:00
Speaker 2
supposed to be linking. alright. it's red or blue. okay. is your laptop connected wirelessly or connected by a cable? solid red, right? it should be black. it should be back blue.
24:00
Speaker 1
Still... still red. Yep, it hasn't turned back blue yet. Yep, still red. Still red.
25:00
Speaker 2
Right. Can you turn off the modem thei expedite modem andturing back on? quick off and on.
25:00
Speaker 1
OK. One moment. It doesn't have an off button. It just has a reset button though. Yep, yep. [silence]
26:00
Speaker 2
I'll just unplug it. Unplug from power source and plug it back. [silence]
26:00
Speaker 1
There's blinker on now. The moment is blinking. Let me see if it's on. It is not on fully yet. Let's see all the velope still pop it up. Okay it's back online now.
27:00
Speaker 2
Great, but you're back. Now? Back online? Well, OK, great. So we can OK. OK. And the main power that's now blue, right?
27:00
Speaker 1
and I'm waiting for it to come on, still red at the moment, the main tower. yep, the main tower's still red. fully back online, no, hmm. yes, yep, still red.
28:00
Speaker 2
Right. And the main tower that's still solid red? [silence] the light of the main tower. Okay, let me see. Uh, I will set the timer here. Uh five minutes and it'll turn into a timer's up. It should turn solid blue or green. [silence] We still have two minutes. It should turn solid blue. That's not.. Turn solid blue. I think we might need to swap or set up a new main node. [silence]
28:00
Speaker 1
I'm still here, let me go check. I walked to my laptop. it is still red. Still says. Okay, let me disconnect this. Long.
35:00
Speaker 2
Alright, that's fine, it's still the same. Solid Red? Hello? Delivery? Thank you. Okay, then get one of those child node extender and make that as a new main tower.
35:00
Speaker 1
All right. Connected to it. Connected is now blue. Solid blue. [silence]
36:00
Speaker 2
When it's pink, red or magenta, let me know, so I can start the scan.
37:00
Speaker 1
Okay, it's red. the five things. Sure. okay. It's green. Like it's bold. Just blinking the the one that I took out I plugged it back in okay all right [silence] [silence]
38:00
Speaker 2
it's doing it Theumu That's unplugged, right? from the power source? Yes Turn it off for now Thank you
39:00
Speaker 1
Real drinking. solid blue ish now. Mm-hmm. Yeah, like solid greenish blue. Uh the one that we've just added as the new name node is all blue now blue is green. Oh, I I unplugged them. You you told me to turn them off. I can plug them back in.
40:00
Speaker 2
Oh, so that's working. That's weird. So probably the, the one that we reset, one of the tower that we reset that's now blinking, right? What, what about the other one? That's, yeah, unplugged, I mean, leave the, theromer main now, turn up, but the another one, turn it on.
40:00
Speaker 1
Okay. Turn on both of them. Okay. Turning them both on. All right. They are both, like, bluish. Okay. Okay. Yep. Let's see. So this one, definitely see one of them in here. Let's see, which one do I see? Is there.
41:00
Speaker 2
Thank you. Good. I mean, yeah, you turn, turn on. Turn them on. Yeah. Okay. Let's check first before we reset them. Let's check if you can get internet from the new main node. So the WiFi name of that is ADD setup. But I'm not sure about the last three digits. So check the bottom of that and connect, find it to your network list. You can use your phone or laptop.
41:00
Speaker 1
I don't see either one of these but I see only the main node. I don't see that I don't see neither of these in and I only see the main modes. Yeah, it says available for the the primary node. Does it make sense? The primary, it's only for the primary one. Oh wait, here they come now. I see one. I see yeah, I see them both. So, I see all the towers.
42:00
Speaker 2
You know... The Velop setup is not showing the new one or the current one. All right... All right, but what's the name of the current or the new one that you’re having?
42:00
Speaker 1
The main old topic isis is zillow setup f, I'm sorry uh 5f2. that's the main. I can And then you're we're gonna put the password in Okay. One moment [silence] Okay, give me a second One
43:00
Speaker 2
your main note. Paints our, what's the name of that? Did screaming in the last digit? Can you connect to that? All right. Yes, please.
43:00
Speaker 1
All right, password. I'm going to write this down. Yeah, let me write it down. It's hard to take a photo and write it down and all that for privacy. Oh, I just got to yep, I'm in. I just got the, the password updated on that note main, note. [silence] Mm. I'm connected. Okay. All right. It says connect the router to your main modem. Did that. It's connected. Plug additional nodes. It's done that. Make sure everything has finished. Node light is solid. Yes. And check in for internet.
44:00
Speaker 2
Are you now connected? Okay. Let's open the links to the app and... Let's set up the new Wi-Fi. is Next. Mhm.
46:00
Speaker 1
All right, that was it. Now I get to create a new, Wi-Fi, name. Okay. Got it. Now it's asking for my email address, can I skip for now? All right, create your router, all right. Name, approve router. [silence]
47:00
Speaker 2
I'm skipping that right now
47:00
Speaker 1
password. Uh, I thought I did that already. Oh, okay. Have no idea what that is. I don't remember what I had it as. Let's see. Um, how I finished what it was. Uh, I'll just create a new one. Okay. [silence]
48:00
Speaker 2
Oh, that's the Wi-Fi password. That password now is the the the app password. Killings his app password. okay. Oh, create a new admin password or router password. Yes.
48:00
Speaker 1
All right, I'm creating it. Let's see alright. Okay. Okay. I think I got it I'm hitting next, but it must have 10 characters. Okay Alright, oh boy Got it. Okay, now we got it. Let's see what happens Okay, now we move it. Configuring your Wi-Fi network. All right, it says it was created. Go to your phone settings. And select your new Wi-Fi. Once connected, Sorry, go to connect the next thing. Let's see. Hmm. on the new one. All right, found it. Hit next. Got it. [Silence] adding your child nodes is what it's saying now when I'm starting to blink. Yes.
49:00
Speaker 2
okay in the child node blinking right now What about the light of the the resume a node, the old parent node? Is that the old parent node or the new one? Just making sure. [silence] What about the old old parent. Sorry. Okay. [silence] Here, the last no, what's the light at that? Okay. Press and hold the reset button of that. Hold it down for 20 seconds. [silence] The one that's not working. Hmm.
55:00
Speaker 1
It's just started blinking before I touched it. So it's blinking red now. Just give it a minute. [silence] [ 0m17s604ms - 0m20s34ms ] So, once these are finished, then I can move them into their place, right? [silence] Alright, once this one gets green, then we should be all good. [silence] All right, just turned, it just turned, uh, bluish green, so they all have the same color. It looks like it is working. The app is still trying to update. So maybe if we give if we give it a mi it says adding child node. The blue line is all the way solid. Looks like it's trying to finish up now. Yeah, looks like it's almost done. There it is. All right. Network is set up. Awesome. Awesome, awesome, awesome. Well, that's it. I'm good. [silence]
57:00
Speaker 2
By the way, what do you see on the app? I'm sorry, sorry. Update, like adding, adding cholesterol. I'm sorry. Okay. Great. So you have other questions. By the way, if you move them, it takes five minutes, five minutes for them to fully boot up. You will see
60:00
Speaker 1
Okay. No problem. I got it from here. Thank you very much. Okay. All right. Appreciate you. Bye bye.
61:00
Speaker 2
see a bright light blinking on it but it's fine it takes five minutes so alright okay very much welcome and if nothing else hope you have a good one take care bye bye thank you
61:00