V2 Rubric Detail — a26a96d8-69bd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 19:57
Duration
13m 34s
Contact
Raymond Bailey
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133656
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical information (WHW01 and WHW03 are compatible) that directly derails the resolution and contradicts documented KB knowledge.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.25/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to identify that WHW01 and WHW03 are incompatible mesh generations, leading to a technically incorrect resolution path. Despite the customer expressing satisfaction, the core issue was not resolved because the recommended solution will not work. This constitutes a material technical inaccuracy (T3 Not Met) triggering an auto-zero.

V1 Case Analysis

Customer asked if WHW01 can be added to WHW03V2 mesh. Agent incorrectly confirmed compatibility and advised 5-press method with inaccurate LED description ('pinkish red') and 20-second reset (KB: 10-15s). Customer declined paid support and will attempt steps independently.

Troubleshooting Steps
  • Confirmed (incorrectly) that WHW01 and WHW03V2 are compatible
  • Advised using the 5-press pairing method on the parent node
  • Described setup LED as 'pinkish red' (incorrect; should be solid purple)
  • Advised holding reset button for 20 seconds (exceeds KB guidance of 10-15 seconds)
Key Observations
  • Agent incorrectly confirmed WHW01 and WHW03V2 compatibility — KB explicitly states only WHW03 series nodes are compatible
  • Setup LED described as 'pinkish red' — KB specifies solid purple for setup mode
  • Reset duration advised as 20 seconds — KB specifies 10-15 seconds for factory reset
  • Repeated email verification issues caused delays and confusion
  • Customer accepted guidance despite technical inaccuracies and declined paid support
Positive Highlights
  • Explained the 5-press pairing method clearly despite the compatibility error
  • Maintained a polite and professional tone throughout the call
  • Acknowledged the customer's understanding and adapted guidance accordingly
Agent Errors / Gaps
  • Incorrectly confirmed compatibility between WHW01 and WHW03V2 — violates KB velop_mesh_compatibility.md
  • Described the setup LED as 'pinkish red' — correct indicator is solid purple per led_intelligent_mesh_consumer.md
  • Advised holding reset button for 20 seconds — KB specifies 10-15 seconds
  • Did not verify the model number of the WHW01 node before giving compatibility advice
  • Did not create or reference a HappyFox case number
  • Offered paid support without first confirming the customer's willingness to purchase

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Customer said 'you answered my question' but the core issue — compatibility between WHW01 and WHW03V2 — was not resolved; agent incorrectly assumed they work together when they do not.
R2 Not Met Diagnostic thoroughness conf 94%
Agent failed to verify model compatibility or firmware versions, skipped critical diagnostic steps, and proceeded with pairing instructions despite a known incompatibility between WHW01 and WHW03 series.
R3 Not Met Correct resolution path conf 95%
Agent recommended the 5-press method without first confirming compatibility, promoting a resolution path that will fail due to cross-generation incompatibility between WHW01 and WHW03V2.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify the root cause — incompatible mesh generations — and skipped essential diagnostic questions about model specs and firmware, leading to an incorrect solution.
T2 Met Appropriate tools / resources used conf 95%
No tools were required for this scenario; agent relied on verbal guidance, which was appropriate given the interaction mode.
T3 Not Met No misinformation conf 97%
Agent stated WHW01 and WHW03 'work together' and can be paired, which is factually incorrect per KB: WHW01 and WHW03 are incompatible due to different mesh generations and firmware.
Communication
C1 Met Clear & professional language conf 91%
Agent introduced himself, gathered information, set expectations about warranty status, and maintained control of the call flow.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated customer details for confirmation, and adapted to customer’s pacing and terminology.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent owned the case from start to finish, did not transfer, and stayed on the line to provide guidance.
O2 Partially Met Proactive follow-through conf 89%
Agent gave next steps (5-press, reset if needed), but those steps are invalid due to incompatibility, so the guidance is misleading.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was handled within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 88%
Agent apologized for audio issues, thanked the customer, and maintained a polite, professional tone.
X2 Met Tone & rapport conf 87%
Agent matched customer’s pace, repeated information, and kept the interaction on track.
X3 Met Overall experience conf 90%
Agent collected information once, avoided repetition, and provided direct instructions.
Call Transcript24 turns · 25 lines
Speaker 1
Yeah, I'm just trying to figure out how to, and if it's possible to connect a WHW03.
00:00
Speaker 2
Welcome to linksys support 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 depending on your issue to hear more about your please have your device 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 linksys technical support. Thank you for calling linksys technical support. My name is Dylan, how can I help you today? [silence]
00:00
Speaker 1
we need to add the WHW01 they're both matches but the yeah this is different Yeah, it's a WHW03V2, which I've had for a while, works great. And I picked up the E2 when I thought they were the same thing, but they're not. So, it, I mean, it, if, if they'll interface, if, if they'll interface, that's great if they won't. They're trying to, I just need an officer, I'm wasting my time on it.
01:00
Speaker 2
Mm-hmm. Okay, sir. So technically, your main issue is that connecting a WHW01 to a WHW03 uh-huh um just to confirm with you, sir.
01:00
Speaker 1
Yeah, the main one's WHW03V2. And then I did too. two W secret trees one mother that's right next to my modem Router combination it's uh working fine has been for a while but it doesn't go far enough in the house so [silence] I [silence] [silence] two WHW03Vs. One mother that's right next to my it's uh modem router combination it's uh working fine has been for a while but it doesn't go far enough in the house so uh [silence] there are [silence]
02:00
Speaker 2
is this [silence] I mean, may I know which one of your router is set up as your main one. Okay, and what's, well, mm-hmm, and how many nodes do you have right now? Two nodes like uh the whw03 and whw01. Okay, uh, all right sir.
02:00
Speaker 1
Raymond, I R M, Ronald B A I L E Y. It's Raymond Bailey, B as in Boy, A-I-L-E-Y. Yep. Ray at r j Bailey.com. That my first initial, middle initial which is Jay, Bailey, r j Bailey.com. [silence]
03:00
Speaker 2
[HUMAN_REVIEW] Okay, sir. So let's, um, let me check what I can do to help you out with your concern, uh, but let me just create a quick record here first, starting with your full name. I'm sorry, sir. I can't uh, really uh, hear you clearly. Raymond. Okay, so that's Raymond Bailey. How about your email address? I'm sorry. That's Ray. That's RJ Bailey.com. Oh, okay, so it's Ray RJ.NB N.GB.at.com Auftrag. Let me just repeat, sir. It's Ray RJ Bailey.com. Oh, how do you spell, Greg? Okay. So, that's ray.r.j bailey.com.
03:00
Speaker 1
Well, I was trying as I, uh... Yeah, hang on. I was kinda...number right...Go ahead...Well I have two of those but I was just trying to figure out if they interface with each other or if they just don't.
05:00
Speaker 2
OK. Got it, Sir. Thank you so much for that. Alright, so right now, Sir, can you provide me the model, I mean the the serial number of your H w03? Can I knock it? So in total, Sir, you so in total, Sir, you've got three nodes right now since you have one W H w 01. Yeah, they they actually work together, Sir, because they are on the same service.
05:00
Speaker 1
... Connect a... Uh, the tunes. Um. Uh the tunes are working great and have been for a while. Uh you guys um walked me through that been a few years. Um. And then um I think I have the serial number on that one written down. I have the serial number on that one written down. And I had an account but I tried to uh login and it said it was the wrong, wrong email but blah
06:00
Speaker 2
Yes, sir. Mm -hmm. Yeah. Yeah. Yes, sir. Yes, yes, yes. Yes. Unfortunately, sir, for the WHW, the 03, the cloud manager or the remote access was already removed following the latest update. That's why you can no longer access it remotely, but you can still access Ok. Let me--and how do you manage it without the remote access?
06:00
Speaker 1
Yeah. Okay, so just, uh, yeah, I mean, it should, it shouldn't be that difficult. I mean, if you press the button five times and usually it flips that over, but yep. Yeah, I mean, and just know, it's a net, know the between the mother and the child mode, correct? Just leave it one button. Yeah, steady. Uh.
07:00
Speaker 2
[silence] Oh, yeah, yeah. So you know it. Yeah, actually. That will work. [silence] Mhm. Yes, sir. Just ensure that the child node that you're trying to add is on setup mode, which is a purple light indicator or a pinkish red light.
07:00
Speaker 1
I think what I'm getting now is flashing light so uh I guess just hit the reset button um set it off and then write write it again yeah they side by side like brother and sister kind of problem uh but now that I now that I shut it off and turn it back on uh [silence]
08:00
Speaker 2
Uh, yes, sir. Uh once the the child node is showing purple or pinkish red light then you can perform the five press method on the parent node. Um, on the parent node, you're going to press the reset button five times within five seconds, not too fast and not too slow. And also you should consider that the child node is placed near the parent node so that they can easily communicate. Okay, sir, that's good to hear. Mhm. All right. Um, [silence] [silence]
08:00
Speaker 1
the child mode is steady blue so um yeah just changed to black and now it's blue again on the child mode uh yeah one c2 i between your x and uh 2tt uh Let me flip that over. No, the newer ones I have serial number 20 J 20 M 35 a three two
09:00
Speaker 2
mm-hmm all right sir can you provide me the serial number sir of your parent node I don't know if you just purchased those WHW01 since I purchase So I don't think that's a serial number sir
09:00
Speaker 1
207 guys had a way in there sir that is 20 J 20 M 35 a yep yep
10:00
Speaker 2
okay sir um let me just repeat that one it's 20 a 20 am 35 83 2075 and yes sir no no I already found it sir okay sir um just to set your expectation by the way sir the device that you have is already out of warranty so technically sir I cannot stay longer over the phone but if you want I
10:00
Speaker 1
Yeah, yeah, yeah. I figured out my main concern was that they interface.
11:00
Speaker 2
We do have these, what we call the paid connect service, but, um, I mean, uh, it's a, it's a, uh, technical support assistance for 60 minutes, but it has a fee of uh $15. Uh, I don't think you need to opt into it because you know how to add the child node and you know how links this works. So, well, basically, it's just, you know, following the five press method. And in case that the five press method won't work, you can reset the child node back to its default setting by pressing and holding it for 20 seconds. I mean, pressing and holding the reset button on the child for 20 seconds. Wait for it to reboot again until it gives you the set up mode light again, then perform the five press method again.
11:00
Speaker 1
it's uh, it just needed another node, it's got one now. I'll hook it up, I'm not uh, like I say, you answered my question and I really appreciate it, it's uh, it's just uh, as long as you'll hook up together, I'll make sure they do. And if I do have a problem, I'll call and pay 15 for it. I don't think I will. I think. Greatly appreciate it, thank you for your time and uh, good product. You like it? Yeah. You too. K.
13:00
Speaker 2
Hmm. Okay, sir, that's good. All right. All right, sir. That's noted. You can always give us a call. Yeah. Yeah, sir. Yeah, sir. Thank you as well for calling. Have a great day. Take care. I appreciate your time
13:00