V2 Rubric Detail — 947114d2-6e84-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:51
Duration
12m 45s
Contact
Joe Palladino
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134357
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_device reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall54.5% (-1.5)

V2 Grader Summary

The agent identified the WHW03 model and offered a follow-up email with reset instructions, demonstrating ownership and reasonable next steps. However, no resolution was achieved during the call, and the agent provided technically inaccurate information about the post-reset LED state (claiming it would not turn solid purple), which contradicts documented behavior. For an out-of-warranty device, the support path was appropriate, but technical accuracy was materially compromised.

V1 Case Analysis

Customer unable to add WHW03 mesh nodes; out-of-warranty. Agent identified model, offered paid support, then promised to email reset instructions after customer declined paid option.

Troubleshooting Steps
  • Collected serial number and identified model as WHW03.
  • Asked about LED status and Ethernet connection.
  • Suggested a reset but offered paid-support before performing it.
Key Observations
  • Agent offered paid support before completing basic troubleshooting (WAN check, reset, re-pair).
  • Email address was initially captured incorrectly, risking loss of follow-up.
  • Agent did not guide the customer to check firmware versions on WHW03 nodes, which is critical for compatibility per velop_mesh_compatibility.md.
Positive Highlights
  • Collected the device serial number and correctly identified the WHW03 model.
  • Clearly communicated the out-of-warranty status to the customer.
  • Provided a self-help path (email with instructions) when the customer declined paid support.
  • Technical advice (reset procedure, web interface URL) was correct per the KB.
Agent Errors / Gaps
  • Did not perform a full diagnostic (WAN check, reset, re-pair) before offering paid support.
  • Did not confirm whether the Ethernet cable was connected to the correct WAN port on the parent node.
  • Did not guide the customer to check firmware versions on WHW03 nodes (per velop_mesh_compatibility.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer's mesh system failed to be recognized during setup ('we couldn't find your router'), and no resolution was achieved during the call. The agent only offered to email instructions for a reset and reconfiguration, which were not executed or confirmed.
R2 Partially Met Diagnostic thoroughness conf 95%
The agent asked for the serial number, identified the model (WHW03), and checked LED status, but did not perform key diagnostic steps such as verifying the WAN connection, testing internet at the modem, checking firmware versions, or accessing the web interface at http://192.168.1.1.
R3 Met Correct resolution path conf 90%
The agent correctly identified the device as out-of-warranty and offered both a paid support option and a free alternative (emailing step-by-step reset instructions), aligning with the OOW best-effort standard by providing actionable troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
The agent identified the product model and asked about LED status, but failed to ask critical diagnostic questions such as whether the parent node had internet connectivity, what the WAN port status was, or whether firmware versions matched across nodes — all essential for WHW03 mesh setup issues.
T2 Partially Met Appropriate tools / resources used conf 90%
The agent did not use any diagnostic tools (e.g., remote session, web interface login, modem test) despite the clear need to verify router status. However, for an OOW device, offering documented self-help via email is an accepted alternative when direct tool use isn't feasible.
T3 Not Met No misinformation conf 95%
The agent stated, 'after you reset it won't turn like really solid purple,' which is technically incorrect: per KB documentation, a factory reset on WHW03 should result in a solid purple LED indicating setup mode. This materially inaccurate guidance undermines trust and could mislead the customer.
Communication
C1 Partially Met Clear & professional language conf 95%
The agent attempted to guide the interaction but experienced multiple silences, repeated 'Hello?' unnecessarily, and briefly lost the thread, indicating lapses in call control despite maintaining overall direction.
C2 Partially Met Confirmed understanding conf 90%
The agent used polite language and apologized appropriately, but did not adapt explanations to the customer’s evident confusion (e.g., repeating 'what’s the LED?' without clarifying how to interpret it), nor confirmed understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
The agent did not transfer the call, collected contact information, and committed to sending personalized email instructions — demonstrating ownership of the case and responsibility for follow-up.
O2 Met Proactive follow-through conf 98%
The agent clearly communicated the next step: sending a detailed email with reset and setup instructions, and advised the customer to check email within 3–5 minutes — setting a specific, realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and the issue did not involve complexity beyond L1, hardware fault, or management request that would necessitate escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
The agent expressed empathy ('Sorry about that'), maintained a courteous tone, and ended the call professionally with well-wishes — showing patience and respect despite technical difficulties.
X2 Partially Met Tone & rapport conf 90%
The agent maintained a polite pace but did not adjust communication style to the customer’s repeated disorientation or simplify instructions — e.g., continued asking for LED status without confirming comprehension.
X3 Partially Met Overall experience conf 90%
The agent avoided unnecessary repetition and offered an email solution to reduce effort, but still placed the burden of reset and re-setup entirely on the customer without simplifying the process or offering agent-side actions.
Call Transcript24 turns · 25 lines
Speaker 1
How you doing? My father-in-law gave me this a Linux stuff and I can't figure out how to set it up. Like I have a Time Warner cable or spectrum.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Links supports. This is Al, how can I help? [silence]
00:00
Speaker 1
Uh, uh-huh, uh-huh. Yes. So I'm trying to set it up and my computer like I have the older thing plugged in, but it's not able to find it. So I don't know how to how many what. I have the Lynx this mother one and two nodes. Ciao. Sure. Just a second. Just a second. Where's the mom? Okay.
01:00
Speaker 2
Yeah. I'm sorry, sir. You have like a spectrum modem? Okay. Okay. So, how many do you have? How many links is router do you have? Okay. Let me have first the serial number, so at least I can know what is the model number of the node that you have.
01:00
Speaker 1
Yeah, hold on, I just gotta flip this upside down. Uh, set up, name, hold on a second. All right, it's 20 J1 0 C. Uh, looks like a fucking 6, 3, 8, 3, 5. 7, 5, 1. correction. So far, all I did is I hooked up the uh.
02:00
Speaker 2
Let me repeat that one, sir. That is 20 J 10 C 638 357 51. Okay. So it's showing here as the WHW03. So what have you tried so far, sir? For the setup.
02:00
Speaker 1
the yellow ethernet cable from that to my uh uh router and then i have the other two Blinksis things plugged in with power on no cables to them other than just power and that's all i've done the node The- the- Hello? Can you hear me? Hello?
03:00
Speaker 2
Okay. What's the LED lister of the node. Now. Okay. Yes. the one that's connected to your modem. What's the LED light color? [silence] Hello sir? What? [silence] Hello? Yes I can hear you.
03:00
Speaker 1
Okay. Sorry. Sorry about that. So the, the mother one is green. Now the other one just turned green too. All three of them are green now, solid green. Uh, Spartacus 1973. Yeah. Uh, for my own Wi-Fi or for the LPS? Yes. Yeah. It's showing here. Yes, it is showing. Strong signal and everything. Yeah. Yeah.
04:00
Speaker 2
Now sir, I, yeah, I lost you there in a second. But yeah, no, no, no, worry, okay. Okay. And um, do you know what's the Wi-Fi name that is associated with this one? Is it showing on the Wi-Fi list? Can you check on your phone, sir, under Wi-Fi if you can see the Wi-Fi name, um, on your own Wi-Fi, sir, because I think this one has, okay. So you have the Wi-Fi name. Is it visible? Okay.
04:00
Speaker 1
Oh, so I'm connected, that's just show and connected, but let me ask you a question. When it says, do I have to add a router, do I add an existing router or mesh Wi-Fi system, or do I set up a new router? No, I didn't do that at all. Yes, I, I am on the app. Do you want me to get off the app? Well, okay. All right. So I'll set up a new one. And is it a it's a non-mesh router?
05:00
Speaker 2
write to connect her, and then see if you have Internet connection. Um, yeah. Um, yeah, uh, usually, usually for this one, sir, uh, it would be best if you um set up a new router, but did you press any reset button on this one? So you just ugh, so, so, um, uh, so, aside from that option, what do you have? I I think you're on the app. Uh, no, sir. On the app, um, try to proceed. Um, go to set up a new uh, yes, set up a new one. It's a mesh router, sir. Um.
05:00
Speaker 1
[KEEP_UNCERTAIN] OK, I do that, says modem. So I'm going through this, disconnected, remove your old system, which I did. Blah, blah, blah. Yeah, hold on. I'm... I'm trying to look at this.
06:00
Speaker 2
Just click next on that one since you've already done that one. And what's your option now, sir? Hello, sir. Ah, okay.
06:00
Speaker 1
It's right now it's not right now it says, getting connected, we couldn't find your router. So, hold on a second. I'm going to try and switch the place because I have it plugged into like the third hole on my router. And I'm going to try and take it out and put it in the first one. I don't know if that'll matter, but [silence] Let me just look at this. What's this? Oh, it says it says ethernet for three of them. So, I put it into the first hole. And let's see if that's going to work now. [silence]. Getting connected. I get this every time, you know. It says, we couldn't find your router. Keep your phone near your router setup. Make sure writer left router light is on. Search again. No, can you. Yes. It's part. Yeah, I have the main node here. Yeah. Can we hit reset? [ silence ]
07:00
Speaker 2
But the Wi-Fi that you're connected now, sir, but the Wi-Fi that you're connected now is linked to that .W.W.W?03 or Linksys router you have, right? Is that the main parent node sir? Okay. Well, usually for this one, sir. And we can try to login on the,
08:00
Speaker 1
Okay. So hit reset. Is that what you're asking me to do then?ailed?
09:00
Speaker 2
router however, we have to do it wired so that we can access the web interface and then verify the exact connection and Wi-Fi name of this node, but if we don't have that option, we can try to uninstall and then reinstall the app and then if it's still going to be the same, then I think it would be best if you reset and then reconfigure your certain node, so at least it will create a new handshake and it will be associated with the app. [silence] yeah, before we proceed, sir, with the reset for this router, it's actually showing as out of warranty just to let you know. Usually, for out of warranty devices, we no longer provide support, further technical assistance unless we go through with our paid connect which is the one-time support. however, that will cost you $15.
09:00
Speaker 1
Okay. Why don't you just send me that first. If that doesn't work, I'll call back and pay for it. Yep. It's Palladito, that's P A L L A D I N O Joe J O E and the number 128 @gmail.com. Yep.
10:00
Speaker 2
s for 60 minutes of troubleshooting. However, if you don't want to go through that path, I can send you an email step-by-step on how you can reset and then reconfigure this mesh system that you have, including how to add the child node. Okay, right. That's that's fine, sir. Um can I have an email address? So that is uh, um, let me spell that one for the email. That is P-A-L-L-A, that's d
10:00
Speaker 1
Yes, man. Joe Paladino. Yes, ma'am. You know?
11:00
Speaker 2
Okay. E-4-Delta.js per email.com. Okay. And first name and last name, sir. Okay, I see. And this is the best callback number in case the call gets disconnected, right? The one that ends in 9789. All right. So I'll send, let me personalize the email, sir, so at least it will be easier for you to follow this step by step. So that email will have how to reset the parent node and then it's the same, it's the same reset on how you do the child node because you have to reset all nodes and then the child nodes needs to be at least five feet apart to the parent node before you begin your setup. So, for this kind of router after you reset it won't turn like, like really solid purple. [silence] But
11:00
Speaker 1
Okay. Sounds good. All right. Thank you very much. I appreciate it. All right, cool. Thank you. Thank you, you too. Same. Bye. Bye.
12:00
Speaker 2
But if it's like pink red or red, then that means you have you can try to set it up again, okay? And then give me maybe three to five minutes, then check your email after that. All right. So yeah. You're welcome, sir. And if in case you really need to give us a call back, we're open up until 11:00 p.m. Eastern Time. Okay, all right. So yeah, I hope you have a good evening, sir. You take care. Thank you, sir, bye bye.
12:00