V2 Rubric Detail — 9af17b08-81d0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 11:13
Duration
12m 11s
Contact
+447969194321
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00137607
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding Child node
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall25.9% (+1.9)

V2 Grader Summary

The agent attempted basic troubleshooting but provided technically inaccurate guidance for WHW03 nodes (incorrect LED behavior, non-existent 'flash mode'), omitted essential steps like 5-press pairing and firmware verification, and failed to resolve the issue or set clear next steps. Despite unresolved problems, escalation was not pursued, resulting in an ownership gap. The interaction lacked empathy and adaptation to customer confusion, increasing customer effort.

V1 Case Analysis

Customer unable to add third WHW03 node; node shows red/blue LEDs. Agent provided incorrect reset and pairing instructions, no verification or escalation. Issue unresolved.

Troubleshooting Steps
  • Asked for ISP, name, email, and serial number
  • Instructed to press and hold reset button until light turned solid blue (incorrect procedure)
  • Advised to move node within five feet of the parent router
Key Observations
  • Agent gave incorrect reset instructions: told customer to hold reset until solid blue, but KB states hold for 10 seconds until light changes (universal_factory_reset.md)
  • Agent failed to use the documented 5-press pairing method for WHW03 series (universal_mesh_node_management.md)
  • Agent misinterpreted LED meaning: solid blue indicates ready for setup, not a joined state
  • No verification of parent node internet connectivity or firmware version was performed
  • No escalation or next-step was offered despite clear failure
Positive Highlights
  • Agent collected customer name, ISP, email, and serial number
  • Agent asked about node location and prior troubleshooting steps
Agent Errors / Gaps
  • Provided incorrect reset procedure: instructed to hold reset until solid blue, but KB states hold for 10 seconds until light changes
  • Failed to use the correct 5-press pairing method for WHW03 series
  • Misinterpreted LED status and did not recognize solid blue as ready state
  • Did not verify parent node internet connectivity or firmware version
  • Did not offer any escalation path or next step after troubleshooting failed
  • Did not address out-of-warranty status or provide self-help guidance appropriate for EOS context

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has only two nodes visible and the new node remains red; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed reset, distance adjustment, and power-cycle, but missed key steps (5-press pairing, correct LED colors, firmware check).
R3 Not Met Correct resolution path conf 90%
Agent gave incorrect pairing method for WHW03 nodes (stated solid blue instead of purple, referenced non-existent 'flash mode') and did not follow documented procedures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the solid red/blue symptom and asked about placement, but did not ask about firmware version or parent-node status.
T2 Not Met Appropriate tools / resources used conf 95%
No use of admin interface (http://192.168.1.1 or http://myrouter.local) to verify node state, firmware, or network map — a required diagnostic step.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated the node should turn solid blue after reset (WHW03 uses solid purple) and referenced non-existent 'flash mode' for this product.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but instructions were disorganized and transitions unclear (e.g., abrupt shift to Wi-Fi settings without context).
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'flash mode' and 'switch to connect mesh' without confirming understanding; no simplification for unclear concepts.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and attempted to guide troubleshooting throughout.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline given; agent left customer without a defined action plan after failed attempts.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue unresolved, agent lacked proper tools/knowledge, yet did not escalate — a warranted escalation was omitted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge the customer's frustration or repeat-contact fatigue; interaction remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer confusion; continued with ambiguous instructions despite lack of progress.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat information (location, model) multiple times; performed unclear steps without agent-side verification.
Call Transcript15 turns · 16 lines
Speaker 1
Hi there, yes, I'm just trying to add a another node to my Linksys Internet system, just wondering if you can help me do it. Let's see, my number's Oh yes, W-H-p-03 uh Serial number, so the new node is two zero J one zero C six C seven zero For more information, please visit the website.
00:00
Speaker 2
Welcome to Linksys Support to assure quality Service, your call may be monitored. Please remain on the line for assistant. Hi, thank you so much for calling Linksys. This is Leslie. Can I help you? Okay. What's the model number for the device? Okay. Can you give me the serial number as well? [silence]
00:00
Speaker 1
1691. I am. here. My service provider's BT, so I s. Paul Chapman and it's Paul Chapman 05 at. Yeah, Paul Chapman is my name and it's Paul Chapman 05 at hotmail.co.uk.. i have two setup working. I'm just trying to get a third one going. Well, I've plugged it in close to the router and I've gone through the apps and tried to add a new device. But it's just not recon.
01:00
Speaker 2
Who's your Internet service provider? Can I have your full name and your email? Okay. How many nodes do you currently have? Okay. So this is the third one, okay. Um, what have you done so far, sir? [silence]
01:00
Speaker 1
It's um it's currently there's a little light on top that's solid red. I've tried pressing the reset button. It is yeah it's only a couple of feet from the router. It's not a brand new one, it's a second-hand one I had the third one upstairs but it stopped working and I thought I'll try I'll try a new node which is you know a second-hand thing that I've got in my hand now. uh the new one I've only just got it yesterday. but the sys the other system's been in for like five or six years.
02:00
Speaker 2
Where is it, where is it located? Is it near the router? OK, and is this a new one? Newly purchased? Mm-hmm, okay. So when did you purchase it? OK, just wanted to set your expectations. Here, we only provide a three-year warranty for this device. And if this device
02:00
Speaker 1
35 [silence] V [silence] S [silence] What sor it? Yes, it [silence] underscore Vell up with a capital V set up with a capital S 35 and then a capital A at the end. Okay I'll all that down. Okay and it's [silence] It's like [silence] a [silence] couple [silence] of [silence] feet [silence] I brought it downstairs next to the router.
04:00
Speaker 2
Xvine Devolve:/ink set see good/ink set of./maises [silence] ./Okay, so let's reset the - the node first. Press and hold the reset button until the light on the top turns off and turns solid blue. How far is it from the main node there? [silence] Okay.
04:00
Speaker 1
what six feet? six feet? yeah. It's sold blue on top. Now is the color. Okay. [silence] [silence]
05:00
Speaker 2
How many feet exactly? Okay, can you try to move it way closer within five feet only? Okay, don't move it yet, let us just allow the node to fully boot up. [silence]
05:00
Speaker 1
Yeah, still solid blue on that I'm afraid. It doesn't need to turn green before it's on then. Yeah, I'll try that. I'll put it right next to it, yeah.
07:00
Speaker 2
Did you unplug a fulfill back? plug your did you unplug and re-power it on. I move it right next to the parent node.
07:00
Speaker 1
Yeah, I'm gonna write it, it turns all red now. [silence] On the, uh, on my, uh, on my Wi-Fi settings. [silence] Yeah, so that yeah, ARM.
09:00
Speaker 2
okay just to verify sir can you uh go to the wi-fi set Did you already switch it to connect the mesh to your router's wi-fi? Or did you use flash mode instead? I'm gonna ask you to go ahead. Didn't actually switch. Yeah. Then what may be the [silence] [silence] airport line that matter?
09:00
Speaker 1
just showing two nodes available and then Wi-Fi settings. Yeah. it's only coming up with two of them
10:00